2/10 Mediocre
28 de ago de 2025
Full refund required - we didn't even get to stay!
I booked this hotel on the day I wanted to stay there and then went to the property but there was no reception staff past 5pm - I arrived at 5:15pm and so I could not even enter the door to access the property - let alone our booked room.
I called their number which was supposed to be providing 'after hours' service almost 20 times and it either rang out or was hung up repeatedly. I used the Hotels.com chat function and texted with a support agent who said they called the property and advised us to call them again. We did call more than 10 more times and it was again either not answered or it was hung up as soon as someone picked it up.
I also tried to cancel the booking on the Hotels.com app and it would not let me do it due to some 'ongoing support activity' which never led anywhere.
I also tried to contact the property via text using the Hotels.com app and it gave me a technical error each time I tried.
In the end I had to book another hotel at very short notice so we had somewhere to stay.
I want a full refund for this very frustrating experience!!!
Joel
Joel, viaje de 1 noche
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