I booked one night stay through Booking.com at Le Nautilus on 7th May 2024. On the journey to Le Nautilus I received a call on my mobile from a lady asking me at what time I would arrive. I told her it would be between 1700 hours and 1800 hours. She then said she would probably still be there, but if not, she would put the key in the “box” near the door. I arrived at Le Nautilus at 17.30 hours, only to find it locked up and there was no one there. I then found the “box” which was actually a key safe but I had not been given the code, therefore I couldn’t access the key. At this point I phoned the Hotel contact number only to get the answerphone. I phoned this number several times. I then phoned (we are available 24 hours a day) local number XXXXXX09 only to get the answerphone. I phoned this number several times. I then tried to phone the UK number provided on my confirmation booking form +44XXXXXXX2609, only to get a computerised answerphone asking me to enter the confirmation number 4615.348.934 and the pin code 2504 which I entered. But unfortunately the machine did not recognise the number. I tried to enter them again but at this point my mobile phone ran out of charge. The time was about 1930 hours and I felt I had no option but to find alternative accommodation for the night.
This was a bit of a nightmare.
At around 17.30 when we were trying to get in touch with Le Nautilus, 2 of their guests arrived and tried to help us open the key safe but to no avail. They had booked in that afternoon and can confirm that we were there at around 17.30 hours.
I respectfully request a full refund on 100 euros.
Kind regards
Ian Handley
