I am writing to share my disappointing…
I am writing to share my disappointing experience with Hotel ECU Genk .
I made a reservation and accidentally selected the wrong date. I intended to book for the 19th, but by mistake I selected the 20th. As soon as I realized the error, I contacted the hotel and politely asked if they could change the date. I clearly explained that it was an honest mistake and even offered to pay any additional fee if necessary.
Unfortunately, their response was very disappointing. Since the booking was already fully paid online, they refused to make any change and simply told me that nothing could be done. There was no flexibility, no willingness to help, and no effort to find a solution, even though I contacted them in good faith.
This experience made me feel that once payment is completed, customer service and support are no longer a priority. I believe that customer care, understanding, and flexibility are essential qualities in the hospitality industry.
Based on my experience, I would advise others to be cautious when making prepaid reservations here. Personally, I did not feel valued as a customer, and I hope the hotel improves its approach to customer service in the future.