Amarilia Hotel

My stay, which was supposed to be a pleasant experience, was marred by a series of unacceptable events and poor treatment from the hotel staff due to the following reasons:

Room Condition and Initial Complaint:

Upon check-in, we were assigned room 207. Shortly after, we discovered a significant leak coming from under the bathtub.
We promptly reported the issue, and the maids were sent to clean it up. They attributed the leak to a "deep cleaning" process.
The leak reappeared within ten minutes. We contacted the reception again, and a technician was sent. He reiterated the maids' explanation, which was clearly incorrect, as the leak persisted.

Room Change to Lower Quality Accommodation:

Due to the hotel's near full capacity, we were moved to room 214, which was substantially worse than our original booking. This room had twin beds instead of the requested double bed, was significantly smaller, and the bathroom was about half the size. Additionally, the air conditioning unit's lid was broken and partially detached.
We accepted this room under protest as there were no other options available according to the hotel staff.

General Condition of the Rooms:

Both rooms 207 and 214 were very outdated and did not reflect the pictures on the hotel’s website. The disparity between the advertised and actual condition of the rooms was substantial, contributing to our overall dissatisfaction.

Further Mismanagement and Ongoing Issues:

Later that day, reception staff informed us that room 207 was ready and leak-free. Olga from reception accompanied us to inspect the room. It was immediately apparent that the leak had not been resolved; it was merely covered up with a towel.
The hotel’s consistent mishandling of the situation and refusal to acknowledge the problem caused significant inconvenience.
Request for Refund and Rude Treatment:

We requested a partial refund due to the substantial hassle and the downgrade in room quality, which was refused outright. The staff treated us very rudely throughout the process, adding to our distress.

The service and accommodations provided were far below acceptable standards, and the manner in which our complaints were handled was wholly unprofessional.