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2/10 - Tệ
James
01/07/2026
Thích: Độ chính xác của thông tin nơi lưu trú
Không thích: Nhận phòng, liên lạc
We paid the required security deposit before arriving, exactly as instructed by the hotel. However, when we checked in, the concierge insisted that we pay a second security deposit. He appeared unfamiliar with the hotel’s own procedures and was unable to explain why an additional deposit was required. We only agreed to pay it after being assured that both deposits would be refunded.
When we checked out, we were told that, as we had left the room spotless, both deposits would be refunded in full. To date, however, we have only received one of those refunds.
After contacting the hotel, they acknowledged that the second deposit should never have been taken and confirmed that it would be refunded. They initially said they would treat the matter as a priority, but since then they have stopped responding to our emails and have ceased all communication.
It is extremely disappointing that the hotel has acknowledged its mistake but has still failed to return money that they agree is owed to us. This has left us significantly out of pocket and has completely overshadowed our stay.
If this is how genuine customer issues are handled, I would have serious concerns about the hotel’s professionalism and customer service.
James
Lưu trú 4 đêm vào Tháng 6, 2026