Money ******, no help!

<p>We booked to stay at Lotus Hotel Apartments & Spa, Dubai Marina from 30th march-1 April 2017. After checking our accounts we noticed that the hotel had taken money for our booking as well as an additional 2872AED. When we queried with their accounts dept. we were told we were mistaken and they had not taken any additional money. We then forwarded the bank statement, highlighting the erroneous amount and were still told we were mistaken. Eventually, a senior member of staff in accounts discovered that they had charged our debit card number for another person’s stay at the hotel!! They then promised to arrange the refund. We still have not received any refund, nearly two months later! Everytime we've tried to follow up on the refund whether by phone or email, we've received no response.</p> <p><br />We should have seen this as a sign of bad things to come. When we arrived at the hotel to check-in at the stipulated check-in time, we were kept waiting for over an hour because the room was not ready. Eventually arriving at the room, having paid for a stay for three adults, there was one towel, missing crockery and cutlery, the door to the first bedroom didn't close, there was a terrible smell in the room and the corridor outside the room as if something had died in the vents and the toilet in the second bathroom was leaking water all over the floor. I brought this up with the front desk, they immediately sent maintenance to fix the door but when I pointed out the bathroom leak to the maintenance staff, he said , “no problem!” and put a rug down over the pool of water! That was the solution! Eventually the pool of water spread from the bathroom into the second bedroom, soaking the carpet. I brought all this up with front desk a second time and requested to move rooms. They were good enough to arrange this which I was grateful for. When our stay ended and it was time to check out, it took OVER TWO HOURS to have our room checked and bring our bags down. Every time I asked how much longer I was simply told 5 minutes. We were treated as if we didn't exist while waiting for our check-out.</p> <p><br />I've seen many positive reviews on tripadvisor for this hotel, but I won't be back and I will advise everyone I can not to give their business to this hotel.</p>