Mijn Klacht:

We made today (3rd Nov) last minute reservation to de Eemhof center parcs for one night. Because they typically do not offer one-night stays, my husband called the service desk and arrange the booking over the phone. We received email ation.
When we arrived to the park 2-3 hours later, there was no reservation on our name. Later we found out, that the service desk associate made a mistake and set a reservation in the system to 3rd February 2018 instead of November 2018 (frankly, we did not notice that in our email ation). We had to call the service desk again (the staff at reception does not handle reservation). There was total lack of empathy for our situation, we were offered 2 hotel rooms (instead of cottage), The associate that we spoke with on the phone insisted that rooms are close to each other, although they were in different buildings ! The staff from entrance helped to clarify that (thank you !). That was the only option provided to us despite the fact, that there were lots of free cottages available – they were forcing us to take much more expensive 2 night stay (even more expensive by 100 EUR, that I see at this hour on their website for the same date). As the hotel was obviously not an option (2 adults 4years old child), we decided to go only to waterpark.
I find it totally unacceptable to refuse to provide us accommodation – especially if the mistake was not on our side and there was plenty of free cottages (in the same price range that we booked). It was waste of our weekend, our time and our money (fuel etc).

Gewenste Oplossing:

We expect apology and refund (for occurred cost and time).