Port of Strasbourg

WHAT A DISAPPOINTMENT! I had stayed in this hotel twice before and found it good value for money though i always found the reception staff could do with better training to be more professional. This time, we needed to leave a day earlier than planned and i informed the staff two days prior. Given this was not a prepaid booking, i knew i could make the change, I asked the male receptionist if i could have a confirmation of the change and he said there was no need as he had made the change in the booking. On the checkout day, i had to leave for a meeting so my husband checked out. He was charged for the entire stay including the day that we had cancelled. I immediately sent an email to the hotel manager who told me that as this was a prepaid booking, there could be no changes and that there was no note in the system made by the reception staff previously. I responded immediately telling him his facts were incorrect and that if it was a prepaid booking, there would have been nothing to pay on checkout and provided evidence as proof. I have received no response and no refund. I have since emailed twice more and had no response. This is both unprofessional and dishonest behaviour and their refusal to respond is very poor. Perhaps they think the €120 overpayment is a win but they have lost a very loyal customer. I will never stay there again.