Hideaway Hotel

Reading this review really upset us since we feel that this review has no other intention than to harm our business, rather than giving other travelers helpful information about their stay. As there is always two sides to the story, we are happy Tripadvisor gives us the chance to express ourselves. Firstly, you say you were not happy with the size of the room. Many guests have previously stayed in this room without problems. We can understand that people have different needs and opinions about one room but why not have let us know directly? The hotel was fully booked at that time but we would have been more than happy to move you to another room as soon as we could or provide with anything we had to make your stay more enjoyable in that room. As regards to the noise, we were quite surprised to hear your complaint since it was the first time we heard from a guest that they could not sleep all night! As you said, we gave you the opportunity to change room the next day when one was available. I hope other travelers will take the time to read other reviews and see that WE DO try our best to make our guests’ stay as enjoyable as we can. But what affects us the most reading these words is that you say we charged 4 additional nights WITHOUT NOTICE!! This is not true! We charged the amount of two nights plus the commission of 4 nights due to the travel agency since you initially booked for 6 days, we certainly did not charge 4 extra nights without notice. After you told us you did not want to pay for this, we then both agreed that we would only charge you the amount of 2 nights stay. We tried to cancel the transaction immediately with the credit card machine. I could not cancel the transaction by myself, and therefore told you that I would sort out this problem with the bank in order to refund your bank account. You left our hotel on a Friday and we were very busy that day and did not manage to go to the bank the same day, which was maybe our biggest mistake. The bank being closed on Saturday and Sunday, I went to my bank on Monday to let them know about my mistake and ask them to refund your bank account. Later on, we received an email in which you tell us that you did not have your money returned and that will ask friends of yours (who never stayed with us) to help you writing bad reviews about our hotel until you have your money returned. I went to the bank again to check if they did refund your bank account and the bank told me they had done what was necessary. The process took more time than you expected, that is all, but the money has probably been in your bank account for a couple of days now. We are running this business for 5 years now and have had good reviews from our guests on the internet, as well as very nice emails thanking us for the nice time they had in Kas staying with us; do you really think it would be our interest to charge our customers extra nights intentionally without notice? Reading your review on this website, one may think that it was actually our intention to rip you off. We just hope people will take the time to read other reviews and not think that it was our intention to take advantage of our guests or that they will come and see by themselves that we are trying our best to make sure our guests enjoy their holiday.