Golden Lakes Hotel

Everything about the accommodation, spa and overall ambiance.

Nothing.

The view is gorgeous, the room is cute clean and peaceful - smart tv, coffee and kettle and a mini fridge- beds are comfortable -

The bikes renting had became too complicated

room was fantastic, great views across the lake, restaurant was amazing

n/a

The room was clean and comfortable

We were on our way from driving 1000km and we were explicitly looking for a hotel with a Spa. I had 'filtered' through the search page of google to look for a hotel with Spa and I came across this hotel. I saw that a lot of pictures were promoting the spa and I didn't read in the immediate description and throughout the reviews that the spa is an extra charge. I was definitely looking first if there was a catch! I then booked a non-refundable room that we would arrive to within approximately 2 hours from the highway. I then received an automatic message from the hotel that the Spa is with extra charge AND (!) with reservation!! And this reservation had to be done through a different website. I then saw that there was no possibility to reserve anymore for that specific day. So what is the point of a last minute booking to a hotel with spa?! I then called them to explain the situation and asked for a refund. Because we were able to stay elsewhere for much cheaper if there is no spa anyway. They were not helpful and sympathising at all. They told me they cannot refund (even though through consumer rules, even if its non-refundable, you can always cancel a booking that you made within 24 hours) and that I should have read it better....because apparently under "facilities" (not the main description) it says this: Spa (extra charge). It does not even say that you need to reserve in advance. I find it very guest unfriendly, even when I had explained that we wanted to rest from a 1000km drive and thought it was included. On top of that, I have worked for a hotel for a few years and I know how the system works through booking.com. I know for example that the hotel can cancel a non-refundable, even though it is non-refundable, within 24 hours of making a booking as a "grace period". They could have at least offered us something for being so unclear...