Reclamo N° 51196

Hello, I was on business travel in Firenze, and I was staying in Hotel Londra. When I called the 4242 taxi company to reserve a taxi for me, I was told that I cannot reserve the taxi because I'm a guest of the hotel. I found it weird, so I asked the receptionist on June 7 around 7:45 am to book a taxi for me for 8:00am. The receptionist phoned the taxi company and told me the taxi will be at the hotel in 5 minutes (so 10 mins earlier than 8:00am). So the driver had to wait 10 minutes and it turned out eventually that I cannot pay with card. Therefore, I didn't want to go with him to my final destination because I was unable to pay him. Then the hotel staff (receptionist, concierge and the manager of duty) forced me to pay the taxi driver anyways because he had to wait 10 minutes for me. I didn't want to pay of course, because it was not my problem that he had to wait that long, it was the receptionist who called the taxi 10mins earlier. In the end the taxi driver took me to my destination but of course I couldn't pay. The taxi meter showed approx. 16 € for the Hotel Londra - GE Learning Center distance. I got no receipt or invoice after the ride that I could pay. I documented everything with my photo camera (the license plate of the taxi, the taxi clock etc.) When I was checking out from the hotel I was surprised to see that the hotel charged 30 € for the taxi service which is a much higher amount than the normal price. Here are my concerns relating to this case: Why hotel guests cannot book a taxi for themselves? I think this is because receptionist get commission after each reservation and they want to monopolize this activity for themselves. Why the hotel staff forced me to pay the 10 mins waiting that I DID NOT caused, but the hotel staff? If they say, the driver will take me to the final destination, I don’t have to worry about that, why do they charge me 30€ instead of 16€? This was all about ripping of a guest who will leave Firenze with a very bad customer experience. In the hope of dealing with my case in depth, I wish you a nice evening. Thank you in advance for your reply. Kind regards, Dénes Győrög