2/10 Poor
19 Jan 2018
TERRIBLE AND AWFUL!!!
I was extremely upset and disappointed. Upon arrival the staff seemed confused and could not locate my reservation. I shown the confirmation and explained it was paid. The proprietor/ manager was unreachable and no one seemed able to solve the problem. They asked us to wait. Eventually, we were lead to a temporary room, I thought the one we booked was tidying. However, when we walked in to the room, it was a room that full of bunk beds instead of a two bedroom apartment. The staff pushed us to stay in that room as they somehow sell our room to others and they were full. They said their manager was not there and they could do nothing and no alternative is available. They asked us to stay at that room and talk to their manager when she is there.
Finally, they could contact their manager and I spoke to her on phone. She and her staff trying to mislead me in different ways. Ie. 'Two bedroom apartment' doesn't means two rooms or the booking that she received was a one bedroom not two. I strongly disagree and I have proof because someone from that hotel had actually sent me few emails including a reconfirmation with room type which absolutely proofed Hotels.com did send them the correct information and they should have the record in their system.
I was extremely frustrated and angry. I refused to stay with them at that inappropriate room. We found somewhere else to stay.
AND I STILL DIDN'T HEAR ANY FROM THEM AND HAVEN'T RECEIVE MY REFUND YET!!!
Verified traveller
2-night family trip
Verified Hotels.com guest review
