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We booked a standard room with a 140cm bed at the Hotel Europa in Aabenraa from the 7th to the 8th August 2021. We were expecting a small room with a small bed, no issue at all with that. We have been given a small room on the third floor at the very end of the corridor. However, while paying USD 170 in a 4 star hotel, we were excepting to get a good bed, which unfortunately has not been the case. We really had a terrible sleep: my wife and I woke up with a strong backpain. In the morning, we checked the bed and realized that it had no mattress: it was simply a (very old) boxspringbed with a topper only (photos). Laying on the bed, it felt like being on a camping air mattress: one of us would move just a little, the other would literally jump and the worst was that we were feeling each bed spring. Something with this bed setup was definitively not right and in no way was it '4 star hotel bed'! I have spoken about the problem with the one of the managers (in the job since 2 months) at the checkout. He was very professional, came with me to see the room, checked the bed and agreed that it was not at the level the hotel wanted to be (also mentioned that they replaced most beds a year ago). While writing back to the hotel a few days later to see if they could help us getting in contact with Hotels.com to raise the concern, we got a totally different reply: ”Regarding the bed: All our beds are the same. The bed is a mattress itself and with a top coat , from Jysk which is the biggest supplier in Denmark. If you look at Tripadvisor or other places, we don´t get complaints about our beds It is very individual, which bed people prefer, some want it hard and some soft, but there is nothing wrong with our beds. It would be very stupid, on purpose to put bad beds in hotel rooms, that would be the same as saying goodbye to our business I am sorry that I can´t accept your complaint”. I would have appreciated to be given this straight feedback while we were checking out and not later via email ... Aside, of that the hotel location is great and the parking free, which is enjoyable.

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