Spa Resort Tree of Life

Subject: complaint for unauthorised service charges Team of Tree of Life Spa resort, My colleagues and I (4 women) decided to use the vouchers we received from our employer for a 2 day stay with treatments. The voucher for each of us stated that we were entitled to a 2 bedded room. However, after enquiring about the possibility of staying in 1x double room and 2x single rooms, we received confirmation that this was possible and that our booking could be applied to the vouchers. However, when we checked-in at reception on 21/06/2024, we were not informed that our requested accommodation would have an additional charge. We were allocated rooms so that we were separated. When I arrived at Check-in a few hours later (approx 5:17pm), I was also allocated a double room without any notification of the supplement. On departure we were asked for a supplement of 4840,- for 2 people, which was unacceptable to us as we had not been informed of the possible increase and we do not agree with this. The reception staff were unhelpful and incompetent and refused to admit fault. The whole process of checking in and the subsequent surcharge was very unpleasant for us and ruined our entire stay. The colleague who brokered the booking was forced to pay the full amount, even though we did not agree to it. In addition, we tried to inform the staff that the beds (in the 2 bed rooms) were not used. They incorrectly charged us for drinks at dinner and we pointed this out to them ourselves. The staff switched the order 2 times. We therefore request a full refund of 4840,-as we were not properly informed about the possible price increase and we do not agree with this decision. This experience was very unpleasant for us and we do not recommend staying in this establishment anymore. The situation has affected me very negatively, both financially and due to the loss of time and dissatisfaction with the service provided. The entire booking is supported by an email conversation where there is no mention of a supplement. For me, this is a mistake at the beginning of the conversation and then twice at the reception. Thank you for resolving this complaint soon. Regards