2/10
Sadly cannot recommend staying here. We tried to check-in after the advised time (10:30am, we arrived at 11:20), we were left waiting outside the property for 2.5 hours with no response to phone calls or texts. We then resorted to find a different hotel.
We tried to contact hotel.com support and the property owner to get a refund, but were met with poor customer service, and the hosts saying they tried to contact us, and that we were lying.
We tried to appeal for several months out of principle, as we received no calls from them, and were unable to check in at the advised time on the advert, but it seems there is no appeal process in this scenario and every support person we contacted was simply reading a script and taking the side of the host. We asked the host to provide evidence of them trying to contact us and they haven't replied since.
After this experience I don't think we'll be using hotel.com again, and a word of warning when booking a place with few reviews, as you will be unlikely to get a refund if you end up in our situation!
Ash
Ashley
Lưu trú 1 đêm vào Tháng 9, 2021