Mandarin Oriental Conservatorium, Amsterdam

Nemali sme pocit, ze niektoremu personalu zalezalo na hostoch. Skor to bolo naucene, zdvorilostne, na Madarin Oriental najslabsie, co sme zazili (bol to nas 4. Mandarin Oriental). Dokonca vedenie hotela odignorovalo relativne negativnu spatnu vazbu, co sa nam doteraz nestalo.

Everything

We had an excellent stay at the Mandarin Oriental Amsterdam. The hotel is beautiful, the service was generally outstanding, and almost every aspect of our experience met the high standards one would expect from Mandarin Oriental. Unfortunately, one incident at the end of our stay left me extremely disappointed and concerned. I had fully prepaid our stay through Booking.com before arrival. At check-in, I was asked to provide a credit card for a €200 security deposit. I specifically and clearly confirmed that no additional amount should be charged to my card, since the accommodation had already been paid in full. However, approximately 24 hours later, I happened to notice that the entire cost of our stay had been charged to my credit card again, without my authorization — effectively charging me twice for the accommodation. When I brought this to the hotel’s attention, the transaction was reversed, but what concerned me even more was the response. I was simply told, “It was a mistake.” When I asked what would have happened if I had not noticed the charge myself, the answer was again essentially, “It was a mistake.” Mistakes can happen, of course, but an unauthorized charge of the full cost of a stay — particularly after a guest has explicitly confirmed that the stay is already fully paid — is not a minor error. It raises an important question about the hotel’s payment controls and whether the duplicate charge would have been identified and corrected had I not discovered it myself. The hotel did reverse the transaction promptly once I raised the issue, and I appreciate that. Nevertheless, at this level of hospitality, guests should be able to trust that their credit cards will be handled with absolute care and that charges will only be made with proper authorization. It is unfortunate because, aside from this incident, our stay was genuinely excellent.

Нічого

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