OVERBOOKED - REFUSED TO REFUND
Posted Feb 9, 2014
We booked Killians through Expedia and confirmed our reservation by contacting the hotel. Yet, when we arrived, they said they were overbooked and put us in another (lower quality) hotel, and refused to refund us the US $741 we paid for two rooms for two nights.
The worst airlines and hotels are honest enough to issue a refund AND upgrade you when they are overbooked, but not Killians! BEWARE!
After much research, we booked Killians for Dec 30 and 31, very busy nights in Fort Cochin. Because we booked through Expedia, we emailed the hotel to confirm the reservation was properly processed. We received confirmation from both Midhun and Nixon. But, when we arrived on Dec 30, the hotel manager (Nixon) claimed they didn’t have our reservation in their system. After showing Nixon the emails from the hotel, he admitted there must have made some sort of mistake, but since they didn’t have rooms available, we would have to stay in an alternate hotel that they made arrangements with.
The alternate hotel was close by, but it was significantly inferior to what we paid for when booking Killians (and much, much lower ranked on TripAdvisor). It was an Indian business-style hotel with no character, low quality food, no pool, and malfunctioning air conditioning in one of the two rooms.
(Please note, Expedia forces reviewers to review all categories, so we had to review the room even though we never entered them)