National Hotel

Things happen, how the staff handles them is impor

Big suite Perfect location

A/C broken, customer service is lacking. We got back late to the room and found that the room was hot, and the air conditioning was broken. The hotel was fully booked for the festival "Juro Svente", so the staff was unable to relocate us to another room. We could not open the windows to cool the room because there was a load restaurant and busy square below, with smokers under the window. The room was hot and we were stuck. The person at the desk explained that others were having similar issues, and offered a fan to cool a family of 4. Upon checkout, we explained that the reason we booked the hotel is because it had air conditioning, and that we had an uncomfortable night. We were offered a "soft drink" for our terrible night. We asked for the manager and waited a long time. She was very friendly, but not very helpful. In the end, after explaining that our expectations were not met for a "luxury" hotel, the manager offered nothing. After a half-hour of back-and-forth, "It's our fault that we let them know earlier that it was broken" she finally offered a 20% discount, but because my card was already charged she would need to wire the refund to my account. That was a week ago, and I still haven't seen it.