2/10 Poor
Brent
21 May 2025A big disappointment
Where to start? I booked a luxury suite with a kingsize bed through Hotels.com, got to the hotel manager(?), said check in was at three, ok.... went back at 3, manager wasn't there, but was given a room key from a different woman, walked into the tiny room with a double bed.... i knew it wasn't what I had originally booked, when the manager finally responded, she said there was a mix up, the room I had booked was already occupied..... so they would give me the smaller room and refunding me the difference between the costs of the two different rooms. I explained that I wanted a full refund since the room wasn't what i had originally booked. They agreed, promised a full refund through Hotels.com, now I'm just waiting to see what is going to happen.