"We booked the Grand Hotel Excelsior to celebrate our 10th wedding anniversary — our first trip without our three young children. Unfortunately, due to back-to-back medical emergencies (a serious spinal injury requiring treatment for me and a car accident leaving my wife with a broken toe), we needed to discuss our options with the hotel.
Over a three-week period, I called multiple times and sent over 10 messages through email and Hotels.com. The hotel never responded to a single one. When I managed to get someone on the phone, I was told they could not speak with me and to send an email — emails they never answered. Hotels.com also attempted to contact them on our behalf for 14 consecutive days with no response.
I was not demanding a refund. I was simply asking to have a conversation — to discuss a possible date change, to understand accessibility and accommodation options given our injuries, and to explore any flexibility. They refused to engage at all.
I understand that non-refundable policies exist. What I do not understand is a hotel that will not communicate with its paying guests under any circumstances. No acknowledgment. No response. No effort whatsoever.
We lost over $1,000 on a reservation at a hotel that could not be bothered to return a single message in three weeks. For a property that markets itself as a luxury experience, the complete lack of customer service was shocking. Hotels.com also said that their hotels are allowed to fully ignore customers. Tread light"
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