Hotel didn't let us check in, but didn't refund anything either
While searching for hotels on Crete, I came across a few Adults Only hotels.
I was used to the other hotels stating “Adults Only” directly in the title of the hotel, as this is likely to lead to misunderstandings. At this hotel, it was in the small text in the hotel description (in this case on agoda). You only see it on the hotel's homepage when you book a room, you can only select children under 12. So I didn't realize this even after visiting the hotel website before booking.
So I booked the room on Agoda for 2 adults and 2 children aged 3 & 5.
The booking was also confirmed by the hotel (!).
On the day of arrival, the reception told me that the hotel only accepts children aged 12 and above.
She spoke to the manager again, but there was nothing they could do.
They were very sorry and told me to contact my hotel booking platform for a refund.
So we went to another hotel without further ado and then spoke directly to agoda support.
The agoda support told us that they would get in touch with the hotel and wait for an answer.
1 day later, agoda informed us that they had received a reply from the hotel. That they are not accepting the cancellation as per the terms and conditions.
We had a stressful trip with our 2 young children and were turned away. The hotel invokes its terms and conditions and charges us 1500 euros for 2 nights that we were refused. Bravo, that's what I call philanthropy and customer friendliness.