- Liked: Cleanliness, property conditions & facilities, room comfort
- Disliked: Staff & service
Terrible, rude service
Do not book this apartment with hotels.com. After arriving being asked if I booked with Expedia, and explaining that no, I booked with hotels.com repeatedly, I was told ‘ok’ and shown to a room with no one having checked my booking. The next morning I was woken with a knock at the door and a man who I hadn’t met but said he was the manager asked me when I would be paying him in cash. I again showed him my hotels.com booking and he claimed this was wrong and he’d never heard of hotels.com. While trying to explain that I would in that case need to call and check with hotels.com to see what had happened, I was shouted at continuously and told I needed to pay in cash immediately. I wasn’t given time or space to work out what was happening and instead more staff members appeared to demand cash. After an hour of this, I eventually was told by hotels.com that in fact the hotel was given my booking via Expedia (a company who they had apparently recently merged with) but this wasn’t communicated with either myself or the hotel. The miscommunication was handled terribly by the staff, who were aggressive and refused to listen when I empathised that of course they would be paid, but I needed to work out if I would be charged twice. Hotels.com we’re also unhelpful and escalated the situation with bad communication. Really bad experience.