I booked two rooms through Hotels.com – one for two people and one for three people – at different prices. However, when I checked in, I was given two rooms for two people each. I immediately notified the manager, but she claimed that the bed in one of the rooms could accommodate three people, even though it was barely big enough for two.
When I showed her my booking confirmation clearly indicating two different room types, she blamed Hotels.com and said I should take it up with them. Instead of offering a proper solution, she suggested I take a full refund and look for another hotel – at 7 PM, no less. This was not only unprofessional but also highly inconvenient.
Eventually, she offered me another room, but I had to pay extra for it. Since it was late, and my family was tired, I reluctantly accepted so we could rest. Throughout the interaction, I remained calm and tried to give her constructive advice on improving her customer service, but she dismissed it and insisted she had done her job well.
This was my first experience with such an unhelpful hotel manager, despite having stayed at numerous hotels before. Sadly, it will also be my last time staying at this property.