2/10 Lemah
14 Februari 2025
The room does not exist
The room we booked does not exist and Hotels.com will not take responsibility. My husband and I booked a deluxe villa for our honeymoon but upon arriving were told these were under construction. We were given a much smaller room with no windows. We were moved to two other rooms with broken AC and horrendously dirty bathrooms. Hotels.com have claimed they cannot get in touch with the hotel and therefore will not give us a refund. They clearly trust their hotels over their customers. Considering the hotel and Hotels.com are both at fault for advertising a room that doesn’t exist, we are shocked at their dismissal. We have been loyal customers for years and feel we have seen where their true priorities lie – with their hotels, allowing them to ignore calls and not take accountability for terrible service. The money back would mean a whole lot more to us than to a corporate like Hotels.com. Even accepting the refund as One Key Cash which essentially funnels back into their pocket was not offered. Hotels.com do not care about their customers.
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Jonathan
Jonathan, perjalanan 3 malam
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