B&b Mono apartments & rooms — Hotel in Grad Zadar

Last week, my boyfriend & I were in Zadar, in combination with a one night visit to Sibenik.||||On our last night in Zadar, we booked Mono Apartments & Rooms via Booking.com (about one or two weeks in advance). ||The night prior to arrival, we received a message via Whatsapp informing us we needed to pass the check-in desk upon arrival and that our credit card would be charged for the payment of the room. ||||We took the first morning bus from Sibenik (6h30) to be sure we would arrive on time to leave our luggage at the check-in desk.||Upon arrival in Zadar bus station, we checked Booking.com and the Whatsapp again to have the correct directions for the check-in desk. Everything was still okay with our booking, booking confirmed, no futher messages.||||Once arriving at the check-in desk, the lady informed us that our reservation was cancelled due to the fact that our cc was declined. ||I am a Hotel Reservations Manager & Front Office Supervisor myself, so I know for a fact that the accommodation itself needs to update Booking.com extranet whenever a cc is invalid/declined. ||When this is done, Booking.com informs the guest and gives them 6 to 24 hours time to renew the cc details before any further action is taken!||||In our case, we only received this information AFTER the lady informed us at the check-in desk!||||If we would not have requested for a solution from their side, they would not even offered us anything in replace whilst Zadar was fully booked for that night!||||After a serious discussion, she "offered" us a 2-star!!! apartment, 15 minutes from the old town center!!!||||I'm sorry, I do understand some things can go wrong in hotels/apartments, but I also know as a Hotel Reservations Manager & Front Office Supervisor, this is NOT AT ALL the way you treat your guests and offer "solutions". ||||At the end we paid € 10,00 less for a 2-star apartment, without breakfast, 15 minutes from the old town. ||||So no, even though the property seems very beautiful, never again will I make a...

Last week, my boyfriend & I were in Zadar, in combination with a one night visit to Sibenik.

On our last night in Zadar, we booked Mono Apartments & Rooms via Booking.com (about one or two weeks in advance). The night prior to arrival, we received a message via Whatsapp informing us we needed to pass the check-in desk upon arrival and that our credit card would be charged for the payment of the room.

We took the first morning bus from Sibenik (6h30) to be sure we would arrive on time to leave our luggage at the check-in desk. Upon arrival in Zadar bus station, we checked Booking.com and the Whatsapp again to have the correct directions for the check-in desk. Everything was still okay with our booking, booking confirmed, no futher messages.

Once arriving at the check-in desk, the lady informed us that our reservation was cancelled due to the fact that our cc was declined. I am a Hotel Reservations Manager & Front Office Supervisor myself, so I know for a fact that the accommodation itself needs to update Booking.com extranet whenever a cc is invalid/declined. When this is done, Booking.com informs the guest and gives them 6 to 24 hours time to renew the cc details before any further action is taken!

In our case, we only received this information AFTER the lady informed us at the check-in desk!

If we would not have requested for a solution from their side, they would not even offered us anything in replace whilst Zadar was fully booked for that night!

After a serious discussion, she "offered" us a 2-star!!! apartment, 15 minutes from the old town center!!!

I'm sorry, I do understand some things can go wrong in hotels/apartments, but I also know as a Hotel Reservations Manager & Front Office Supervisor, this is NOT AT ALL the way you treat your guests and offer "solutions".

At the end we paid € 10,00 less for a 2-star apartment, without breakfast, 15 minutes from the old town.

So no, even though the property seems very beautiful, never again will I make a...

We had bad experience with this company. The day before check-in they sent multiple notifications about declining my card (AFTER they charged it full price a week before). When I called about it they said the card was OK but there was an issue with our room and we had to use replacement (which they said would be better). Our original booking was in the center of the old town, pictures were pretty (modern well furnitured apartment with kitchen) and we booked with a breakfast.

The replacement turned out to be 25 minutes from old town and we didn't feel safe in that location. It turned out to be a dark small room with kitchenette in an old multi-unit building. The quality was not good, the unit was old with cheap-looking aged furniture and cannot compare with the pictures in the original booking.com listing. There were a lot of mosquitoes. Needless to say, the replacement had no breakfast, no WiFi.

When we tried to contact the management about it, they went completely silent and did not respond neither booking.com messaging, nor phone, nor Whatsapp. Finally we managed to get hold of some kind of affiliate person on the phone, but they said they would gladly cancel our booking, they don't have any other vacancies and we could move out and try to find lodging on our own instead. We had only 2 full days in Zadar and it ruined our experience. We don't recommend this company to anyone. Horrible experience. Stay...