Please refrain from comping people to your hotels if you cannot deliver on accommodation! My husband and I were invited on Friday by Monte Casino for a complimentary evening at the Palazzo Hotel on Saturday night as I am a black card holder. After changing all our plans, organising housesitters, pets etc, we arrived at 4pm only to be told "there is no room for you and we are full"... despite having a reservation number 6566295! No apology, no trying to even fix it! We were just told that the Manager had "put" other people there instead! After complaining like... we were offered by Club Festival (or rather downgraded!) a room at the Sun Hotel! Obviously we declined! There is a BIG difference! Absolutely disgusting customer service! I am absolutely furious! Thanks for really messing up our entire weekend, time and money!! Don't join the loyalty programme people... sounds like a just to get you there! :((( Sadly there was another couple that we bumped into last night and the SAME thing had happened to them!!! I am definitely posting this to FB and everywhere else as well so that other people get warned not to take up the offer of "free" nights!!
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