2/10
I rarely leave negative reviews, but I felt it was important to share my experience. I had booked this property for a trip in early April, but unfortunately, I had to cancel at the very last minute due to an unexpected medical emergency. I was hospitalized and underwent emergency surgery to have my gallbladder removed. It was a terrifying and painful time, and I had Hotels.com reach out to explain the situation and ask for either a refund or a chance to reschedule once I had recovered.
To my deep disappointment, I was met with a complete lack of empathy, understanding, or flexibility. The owner flatly refused to offer any kind of refund or change of dates. I understand that strict cancellation policies exist, but there should always be room for compassion and exceptions in the case of serious medical emergencies. This was not a case of simply changing plans — it was an unavoidable health crisis.
I’ve waited until now to post this review because I needed time to process the entire experience. What hurts most is not just the financial loss, but the cold and dismissive way in which I was treated during a very vulnerable time. Travelers, please be aware that if something completely out of your control happens, don’t expect any support or understanding from this host.
Mayra
Viaje de 3 noches