Panorama B&B in Ptuj

This was the worst customer service experience of my life, without exaggeration, and I am sorry to say it. This was one of the most beautiful locations I have ever been to with great views of the river and castle. The family greeted us on arrival and welcomed us and our dog. You can tell they took a great deal of personal care and pride of their property, and the family has owned it for quite some time. As we brought our things upstairs, my husband who has asthma noticed the smell of cigarette smoke in the bedroom, living area, stairwell and reception area and needed to use his inhaler. I thought it might be best just to ask if they had any other rooms we could use. The hostess laughed at the suggestion and said it was impossible to smell smoke because no one is allowed to smoke in the rooms, returned to her phone call and walked away from me. As we were in the garden trying to figure out what to do, she came up to us to further explain how this is impossible and proceeded to yell at my husband and I in front of our children. We told her it’s nothing personal, just a matter of health for my husband as I also smelled this smoke. At this point, we are feeling very uncomfortable and think it’s best if we leave. Booking.com calls her to verify this information and she says we are lying and says there is no such thing. Once she is off the phone, we hear her yelling with the other staff about the matter, and as we start to collect our things and get our kids in the car, she is yelling at my husband and making ugly faces behind his back. In the end, we could not get reimbursed for our stay, but we could not comfortably stay there anyway … so the family was paid for a stay that they did not actually have to provide, and she still continued to insult us in comments to booking.com about us being liars, my husband “clearly not having an asthma attack” (when of course that if what we were trying to avoid), messing up the room when we only brought our stuff up, and then brought it back down in the excruciating two hours or less of us being there. Very very disappointing, unprofessional and unfortunate.