Villa Beukenhof Leiden

Nice building, good location.

When we were shown to the room, it was not what was expected - I had understood there to be 2 single beds, but these were beds built into the wall and one of them required climbing up a steep ladder to access. Being in my 60s, I didn't want to climb up a ladder to the bed and asked if it was possible to change rooms. In response, the staff member became increasingly angry towards us and raised her voice. I have never been spoken to in such an aggressive way at a hotel. She said that if we wanted to change rooms, we would need to pay an additional €120 for 2 nights, which was the equivalent of an entire night. After being treated this way we asked if it was possible to be refunded the money so that we could go to a different hotel, but this was refused so we were forced to stay. When we walked back past the reception later, we could hear the same staff member complaining about us to other staff members. While the issue with the room was not ideal, it could have been easily resolved. The real issue was the aggressive way that this staff member acted towards us.