2/10 แย่
28 เม.ย. 2025
Huge Disappointment
I am writing to file a formal complaint regarding my experience related to my reservation through Hotels.com at Extended Stay America – Rutherford, NJ (750 Edwin I. Ward Sr. Memorial Hwy) on April 23–24, 2025. I booked through Hotels.com for my brother, his wife, their 9-year-old autistic child, and my sister’s 10-year-old son to visit the American Dream Mall. Upon calling the hotel directly to request a two-bed room, I was told changes had to go through Hotels.com, though two-bed rooms were available. When Hotels.com attempted to assist, your team was unable to reach the property. On April 24, despite multiple calls, no confirmation of the room change was received. At check-in, the front desk said two-bed rooms were available but could only be booked online. After further issues, I contacted Extended Stay Guest Relations directly, who created a new one-night reservation for a room with two beds, but the desk staff at the hotel remained uncooperative. The front desk agent escalated the situation without cause and refused to extend the stay, even after I remained calm and respectful. Ultimately, I was forced to seek alternate lodging at another hotel. I request Hotels.com investigate this matter thoroughly, review communications related to Hotels.com’s attempted contacts with the Rutherford property, and take corrective action. This experience caused major inconvenience and undermined trust in Hotels.com’s partners and service quality.
James
James, ทริปกับครอบครัว 3 คืน
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