2/10 Poor
16 Dec 2020
This hotel steals your money.
This hotel did a really good job in fooling customers to reserve a room and stealing their money. I learned it the hard way. I had made my reservation on Dec 4 via Hotels.com, paid my reservation, and gotten confirmation email. As usual, right? And I have been a loyal user of Hotels.com for a few years. Now, here's the catch.
When I arrived at the hotel to check in that day, the hotel turned out to have been totally shut down since March 2020. The property was locked. There was no hotel name, and a local parking attendant told me that plus he said there was more power and water in the property.
I was shocked to learn about it, plus feeling like an idiot knowing I have a reservation for the night in this forsaken hotel. I ended up spending the rest of the day finding another place to stay. When I was finally able to contact Hotels.com, I told them what happened and I asked for a refund of my unused hotel fee. We both tried to call the number provided on the hotel page. Of course no one answered. Then, I did what Hotels.com customer service staff told me to do for refund process, and they created a case number for me, and told me to wait 72 hours for an update. Guess what? Hotels.com was not able to refund my money because 'the hotel denied my request'. Hello? It's not my fault that the hotel closed down! I paid for staying at the hotel, but the fact is the hotel stole my money. I'm very dissapointed with Hotels.com. This is absolutely unacceptable!
Verified traveller
1-night trip