Guest User
January 3, 2023
The Valle de Oja hotel unilaterally canceled our reservation. In reality, as we could see, they were closed. Five days before they asked us to do a pre-check-in. It is something infrequent, but we complete it (we receive acknowledgment of receipt). The day before, at 2:42 p.m., we received notice that our card could not be processed, which is not true. It was a maneuver. We showed up at the hotel at 1:50 p.m. (before the 24-hour deadline given), and found it closed with a note “we open at 4 p.m.” We went to walk around Haro and eat, and when we returned, it was still closed. Just before, 24 hours after the notice, the reservation was cancelled, even though we were physically there! On the other hand, the agreed payment was at the hotel, so it was not appropriate to charge the card until the service was provided to us. We called them by phone, and they told us that they had no record of our reservation (and pre-check-in?). When we insisted, they told us that the fault was not theirs, but Booking's. We explained that we were at the door of the hotel, and asked if they could accommodate us, to which they said they did not have our reservation. At no time did they try to help us, just evasive. The hotel, on the other hand, is a lonely mansion in an unattractive wasteland, which does not correspond to the idyllic photo they publish. Luckily we were able to stay in Haro, thus getting out of trouble.
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