"We are beyond frustrated with how we were treated regarding our stay and cancellation. On Tuesday evening, May 5th, we went directly to the front desk IN PERSON to cancel the final night of our reservation for May 7th. We spoke with Megan, who told us the cancellation had been “released on their end” and specifically instructed us to contact Hotels.com for the refund because the hotel had already handled their side.
Now they are claiming the hotel NEVER canceled the reservation, and when we called the hotel back, we were told there are “no notes in the system” and apparently no record of the conversation at all.
Trying to resolve this with Hotels.com and the hotel has been a nightmare. Multiple calls, being transferred around, language barriers making communication extremely difficult, endless “so sorry for bad experience” responses, yet absolutely NO actual help or accountability from either side. The hotel says it wasn’t canceled, Hotels.com says the hotel never notified them, and meanwhile the customer gets stuck paying for a room they canceled TWO DAYS EARLY in person.
Beyond the cancellation issue, the stay itself was not pleasant. The beds were hard as a rock and incredibly uncomfortable. The bathroom was so tiny you could practically touch the door while sitting on the toilet. You had to walk to another building entirely just to get breakfast. To top it off, the toilet clogged during our stay and nobody could bring it until the next morning. Don’t stay here!"