Originally Posted by wcferg

I booked a suite (highest room category) online on 1 Feb at Kalamota Island Resort (it's an island near Dubrovnik). I prepaid in full at that time. In early April, I manually reconfirmed with the hotel reservations department since the email confirmation was somewhat informal (lacking a reservation number, for example). The hotel replied that I should not worry--my booking was in the system, and my reservation number is xxxx.

Today upon checkin at 1500, we're given a room key. We walk to our room, and it appears to be a standard room. I walk back to reception to inquire, and the front desk manager tells me that I am in a standard room with limited view, and all the suites are full. She confirms that I did, in fact, book a suite. She says she will forward my situation to Sales (they are not on site; they are in Belgrade), and that the hotel manager may do something.

I took a break to allow my frustration to dissipate. At that time I emailed the hotel and my wife began the social media blitz, so far only Twitter.

I went back to the front desk to attempt to escalate. The front desk manager called the Sales Department and after several minutes informed me that we would be credited back the difference in the room rates. My wife and I informed her that this was unacceptable. Unfortunately, only the hotel manager has any authority, and he's off property until 1800.

Are there any hotel laws in Croatia relevant to this situation that I should be aware of? In the States, I would expect to be "walked" to another comparable hotel and not pay the first night rate. However, we're on an island at the moment. Also, this is an all-inclusive resort. I would be satisfied if they walked us to a "regular" 4/5 star beachfront hotel in Dubrovnik and put us in a suite, but I don't think that's going to happen.

We just stayed 4 nights at the Hilton Imperial Dubrovnik, and it was wonderful. I know for a fact that they walk guests to other properties because we ran into the hotel Operations manager literally walking guests to another hotel down the street.

So far this is a major step down from the Hilton.