Beautiful hotel, uncomfortable overbooking
Posted 11-Sep-2015 on Hotels
Hotel was beautiful. Pristine. Location was fantastic. My only issue was communication with the woman in charge after I booked a room on this site that wasn't actually available.
I was traveling by horseback the week before, so I had very limited internet access. When I asked about adding a day to the reservation, she replied the hotel was booked and to look elsewhere online. So I did. A day later, when I was searching hotels.com, Fatma showed up. I thought maybe they'd had a last minute cancellation so I booked it. (What weary traveler wouldn't hope the skies had cleared and she'd only have to unpack once?)
The next day, I got a reply that was less than friendly asking me why I would book it online when I knew it wasn't available (CAPS letters included in email). She said for my convenience they wouldn't charge the nonrefundable fee.
There was no reason for an email like that. All she had to say was there was a mistake on hotels.com. Period. I would have been happy to figure out another place, which was my intention in the first place. Instead it was awkward the moment I stepped in the door, and I was relieved to see when the night person was at the front desk.
Had I had the option, I would have canceled my reservation completely, even if it meant missing out on what could be the best hotel room in Chania.