8.4/10 Very Good! (3,191 reviews)
I booked and prepaid for our stay through Expedia. Nowhere in the property’s stated policies did it indicate that they only accept major credit cards or that prepaid credit cards, such as KOHO, are not accepted. The policy simply states that they accept credit cards and do not accept cash. I have used my KOHO card at numerous other hotels without ever experiencing an issue.
Despite having a confirmed and prepaid reservation through Expedia, we were refused service because the hotel would not accept my KOHO card. If the property has a specific requirement that only major credit cards are accepted, this should be clearly and prominently disclosed in the booking policies before a customer makes and pays for a reservation.
This was particularly upsetting given our circumstances. My family and I had travelled to Kingston, Ontario because my father was diagnosed with rapid-progressing ALS and has approximately eight months left to live, give or take. We were returning to British Columbia so that our children could be back in school on time after the summer break. Being turned away after travelling such a significant distance and having already prepaid our accommodation created an extremely stressful and unnecessary situation for our family.
My concern is not simply that they did not accept my particular card. My concern is the lack of clear disclosure of their payment requirements. Customers should not be expected to know about restrictions that are not stated in the property’s
Reviewed on Sep 3, 2026
