Horrible experience and management
Posted Sep 22, 2016 on Hotels
This hotel booked us in the same room as someone else and refused to refund our money - stay away from this hotel!
Here's the story...we had arranged a late check-in with the hotel for them to leave our key card for us. When we used our key card to open our room at 1am, we saw an open suitcase in the room. Unsure what was happening we said "Hello?" Suddenly, a person came charging at us, scared and angry. We apologized profusely and closed the door.
We went back down to the front desk but it was unmanned and despite searching we could find no emergency number. It took us an hour, but we finally found another hotel that was open at that time and booked another room.
The next day, we called the hotel and they apologized. They said one of their colleagues made a mistake, and not to worry - they would not charge us anything and I could tell hotels.com to contact them.
A few days later, I contacted hotels.com for a refund. They contacted the hotel and told me that the hotel was not refunding my money. Amazed, I contacted hotels.com again and escalated my request. Once again, hotels.com informed me that they had contacted hotel management, and they were not willing to refund my payment.
This was a horrible experience overall, and the lack of a refund makes a bad experience even worse. I urge you to stay away from this hotel!