AVOID – I paid for a room that was never provided
I would strongly advise others to avoid booking this property.
I booked and paid for a two-night stay through Hotels.com for 9–11 September. I had a confirmed reservation, but when I arrived at the property to check in, the housekeeper told me that they were fully booked, there was no room available for me, and they had no record of my reservation in their system.
I therefore had no accommodation despite having already paid for my stay and had to leave and find somewhere else.
Trying to contact the property has been impossible. Emails have gone unanswered, and when I called the telephone number provided, I reached a woman in the Dominican Republic who had absolutely no idea what I was talking about.
I have since discovered other reviews describing remarkably similar experiences – confirmed bookings that the property says it cannot accommodate, followed by guests having to pursue Hotels.com for their money back.
I still have not received my refund.
Hotels.com has attempted to contact the property regarding my refund but, according to Hotels.com, the property has not responded. Hotels.com is currently refusing to refund me because they have been unable to obtain approval from the property.
To be absolutely clear: I did not cancel my booking and I was not a no-show. I physically arrived at the property to check in, but they could not provide the accommodation I had booked and paid for.
