"When we arrived, we were given a studio room instead of the one-bedroom apartment I had booked. The receptionist told us to contact the booking platform. I reached out to the online customer service, and Mary Ann M. was assigned to assist me. However, she couldn’t reach the local property. It took forever to sort out the problem.
I asked for a phone number to call because the online chat was too inefficient. She gave me a U.S. number, so I made an international call — but it turned out to be some sort of health care company trying to sell me medical services. It was a joke, and the receptionist couldn’t do anything about it.
This whole process took about an hour. I even called that U.S. number twice, but the lady on the other end just kept talking nonstop like a robot, still trying to sell me health services.
Then the receptionist gave me an U.K. number and asked me to pass it to Mary Ann so she could call, but Mary Ann said the line was busy. By that point, an hour had already passed, and I felt completely fooled.
Finally, I called the U.K. number myself. I had to argue again with another representative who insisted that the booking was correct, claiming it was a one-bedroom apartment — but it was clearly a studio. The phone call went nowhere.
Finally, Ken from the reception spoke directly with the lady on the phone. He had one spare one-bedroom apartment but just needed confirmation from Hotels.com. Fortunately, he finally sorted it out for me."
