2/10
Arrived only to find that the elevator was not operable. There was zero communication that this unit was not fully accessible and I contacted the person immediately to say unfortunately this won’t work for accessibility reasons. They were nice in the moment and totally understood and said they were sorry and would provide a full refund and I just needed to call Hotels.com to effect the cancellation. There is no call option for hotels.com so I interacted with a wonderful agent via chat who also confirmed I would receive a full refund and that they had also escalated the issue as the property must declare there is no elevator access and stairs only. Despite all the assurances of a refund / and I then also had to scramble to find another reservation in Canmore - which I did and also booked via hotels.com as I had been told there would be a refund coming for the original booking - all I got as a gold member with more than 40 nights stay this year alone was a total run around. Hotels says they can’t reach the owner and needs the name position and title etc of the people I talked to. All of this seems very unfair and definitely not good service in any way shape or form. I definitely wish this could have been much easier and the owner would have just made good on his word instead of totally shafting me and going back on his promise to ensure that the refund would be taken care of and that hotels.com would value their customers more to ensure that this was in fact taken care of.
Donna
Viaje en familia de 2 noches