Hotel Liù — Hotel in Unione dei comuni della Versilia

NEVER STAY AT THIS HOTEL/USE BOOKING.COM|I am beyond upset with how both Hotel Liu and Booking.com has handled my situation. At this point I am not sure who is to blame, but one of these two companies MUST correct their mistakes that have now taken several months. ||Please read this, as it will share some light about how these two companies conduct their business:||On June 15th, my boyfriend and I tried to book a 3 night reservation at Hotel Liu through Booking.com. After putting in all of the details, including names, credit card information, email, etc. and pressing submit the page went blank. No confirmation email was sent and no text alert from my bank (Bank of America) came through. I mention this because when I make large purchases outside of the U.S. I get a text alert. At this point we believed that this attempt at booking had not gone through. We even called Hotel Liu to check if they got our reservation, but there was no response. The next day on June 16th we tried again with a Hotel Nuovo Tirreno (again on Booking.com, kicking myself now for trying a second time with them) This transaction definitely went through because I received a text alert from my bank to confirm that this was in fact me, then I received the actual confirmation email in regards to Hotel Nuovo Tirreno. Then another email was sent to me that said the credit card was invalid and our reservation would be cancelled in 24 hours if the credit card wasn’t updated. I updated it right away and then received yet another email saying that it was updated successfully and that Hotel Nuovo would be expecting us. Then a day later I received another email saying the reservation was cancelled because I hadn’t updated the credit card (but I did as I just mentioned before.) Because of this second situation I decided to go to Hotel.com where I successfully booked Hotel Maita, no issues. It was a lovely hotel and experience through Hotel.com, moving forward I will always use them. ||We were at dinner and my boyfriend received a call from Hotel Liu asking us why we haven’t arrived for our reservation. We explained that we had tried, but we never received any confirmation email or texts alerts, or even a phone call back from this property telling us our reservation was successful. At this moment I checked my credit card app and there was a $315.25 charge for this Hotel Liu. Although we explained over the phone what happened and there was no way we knew about this and cannot be charged for this we went to he actual hotel itself. The man we spoke to was different from the woman who had called us on the phone. He told us that we needed to contact Booking.com as it was not the hotels fault but the company we used to find them. HOWEVER, my bank transaction said Hotel Liu, NOT Booking so it was in fact them that charged my card. Also he said that we were charged for a “no-show” but the reservation was for three nights. Why charge us all 3 night? If we didn’t show up the first night they could easily sell the same room they had for us on the other two nights, right? We deserve to be refunded for ALL three nights considering WE NEVER KNEW there was a transaction. |The following two days were filled with phone calls and messages to Booking.com. We called their customer service line and were asked to provide the reservation number, THIS WAS THE WHOLE ISSUE. We couldn’t provide it because we were never sent it! They continued to tell us without that confirmation email they were unable to help us. If we had that email it wouldn’t be an issue in the first place! We spoke to 4 different customer service people for Booking.com each asking for that reservation number which we couldn’t provide (by now everyone reading this knows WE NEVER GOT THAT EMAIL) We were told by Customer Service to try messaging Booking.com on their website. We did this, explained yet again our situation, and didn’t hear a response. Waited 24 hours still no response. We sent the same message again on the website. Finally we heard a response! They apologized we were experiencing problems and then proceeded to ask for the booking reservation number so they could help us further. I wanted to scream, but I kindly responded that I was unable to provide that number because there was no email confirmation and that I am getting a little tired of explaining myself. Then, another email comes and says that I want to dispute the charge with Hotel Nuovo Tirreno, I am going to remind you that this was the second hotel we tried. And there never was a charge because the credit card was apparently invalid and then they cancelled my reservation. So I responded again saying NO this is not the reservation I am referring to, but rather Hotel Liu. I’m sure you can guess the next email was asking me to provide the reservation number for Hotel Liu. At this point I DID scream. Finally after countless messages to them we received a phone call from Booking.com. He basically told us that it wasn’t their fault and it’s possible that a wrong email address was provided and that’s why we never received confirmation. He said he would try contacting Hotel Liu and ask them to waive the fee they had charged. A short while later we received another call from a different man saying that Hotel Liu would not be refunding us the $315.25 because it was “probably the fault of a wrong email and couldn’t resell the room that was reserved. They said there’s nothing else they could do. There is something-refund our money. Booking.com AND Hotel Liu were not taking the responsibility. ||Since neither of them were acting professional I decided to go to my bank and dispute the charge. Bank of America was great and immediately put in my claim. They felt it was the fault of Hotel Liu because they were the ones who actually charged the card therefore having the ability to refund. Around the middle of July I saw the claim was successful and I had a refund of $315.25. I thought my problems were over. |Today I checked my bank statement and there’s a balance adjusted charge of $315.25 from Hotel Liu. When will this nightmare end? Hotel Liu or Booking.com please work it out between the two of you because for now I think it’s the both company’s fault. You must justify this. Until you do I am telling every family member, friend, an neighbor to NEVER use/stay at your location. This situation has been absolutely ridiculous from start to finish. Do something. Save...

Io e la mia amica abbiamo preso 2 camere singole...ce le hanno date al primo piano, appena entrata ero sbalordita...non era una camera ma una cella dei frati...un lettino con un mini comodino dove non ci stava nulla....dai piedi del letto al muro ci saranno stati neanche 40 cm, armadio minuscolo, ma la cosa peggiore il rumore del motore dei condizionatori posizionati tutti sotto-di fianco alla mia finestra...si sentivano anche con la finestra chiusa...sono andata subito a chiedere se potevo cambiare camera e il giorno dopo l'alternativa era una mansardata con una mini finestra e un piccolo lucernario....bagno cieco...soffocante come impatto...alla fine sono rimasta dov'ero ma con grande disagio...per quanto riguarda la cena, il cibo era buono ma le quantità scarsissime...per non parlare del buffet che era ttutto freddo tranne un vassoio che se non arrivavi per primo non lo rimettevano più...||Infine vogliamo parlare del bagno convenzionato dove ci hanno dato l'ombrellone? A parte essere uno dei più brutti con il personale antipatico...ci hanno rifilato nell'ultima fila...dicendo che quelli erano i posti convenzionati...lontanissime dal mare e vicino al casino del bar e giochi bambini...ma la cosa peggiore è che io avevo fatto presente in hotel fin dalla prenotazione che sono molto allergica ai cani e indovinate questo bagno (Argo) com'è gestito? pet friendly||Ma la ciliegina sulla torta...uno dei titolari mi aveva detto che mi avrebbe fatto un po di sconto per il disagio e la mattina della partenza non si è nemmeno presentato lasciando il fratello il quale in un primo momento non voleva scontarmi nemmeno un euro...alla fine quanto mi ha scontato? 18 euro da ridere proprio!||Insomma il soggiorno peggiore della mia vita, altro...

Excellent hotel overall, I stayed here while working in Viareggio. For the price I doubt you will find better. Very friendly and helpful staff, spotlessly clean, in great condition, parking on premise of hotel, and good breakfast with made to order Italian cafe. Would have remained more days but company moved me closer to Benetti shipyard. Just 100 meters is Cantina de Bruno a super pizzeria restaurant, fun atmosphere, lots of space, excellent food, friendly...