Cochin Zen Hotel

1. The check-in was awful! I never thought that a check in can go so bad - definitely the worst service I have ever received. The card got declined and the receptionist thought its was ok to charge it again 2 more times without checking with me first. I could see charges popping up on my banking app and when I tried to speak with her she just kept interrupting and not even trying to understand what I was saying! She just kept saying its ok its ok you will get it back! Im sorry but I dont need 3 charges on my card for the same thing and then wait until I get it back! 1st if the card gets declined you get authorisation from the guest to do the charge again; you dont just continue to tap the card like its a some kind of a game! 2nd you allow a customer to finish at least one sentence! The receptionist was arrogant and rude so Im not sure how she ended up in the hospitality and working at the front desk! 2. The only reason why I booked this hotel was because of its sauna/steam room facilities! Apparently they have been out of order since June but this of course isnt mentioned on Booking.com and the hotel still comes up in the filtering section when you select sauna etc! I could have easily booked something else twice as cheap- if the hotel doesnt have the facilities for such a long time they should update their listing on booking.com and not mislead the potential guests. I asked if I can cancel my reservation but I got completely ignored as they think its acceptable to lie to get the guests to stay at their hotel. 3. Breakfast might look good but it doesnt cater very well for different dietary requirements! If you are a meat eater its perfect as almost every dish has meat, but if you are vegetarian you can only have rice from the hot buffet and if you are gluten intolerant you are simply left with rice, fruit and cold salad! And if you are vegan the situation is the same! They dont even have a proper food signs to describe what is in the food