- Disliked: Cleanliness, staff & service, property conditions & facilities, room comfort
I cancelled hotel booking well in advance and during the free cancellation period using the hotels.com mobile app. It's no longer appeared in my 'upcoming stays' section of the app so naturally I believed that the cancellation request had been completed correctly. However, months later, I then received an email from hotels.com asking me how my check in was! I contacted hotels.com immediately to let them know that at an error with with their cancellation had obviously occurred and they said they would look into the matter. To my horror they wrote back to me and said that at the hotel had charged me full priceand I wouldn't be getting any of my money back!! Neither the hotel or hotels.com offered even a partial refund or any sort of credit note which I find disgraceful considering I have used the application provided by hotels.com to cancel the hotel in time and in good faith. Terrible customer service. I will not be using this company again.