2/10 Poor
Long story short: after a 3-hour drive from Châu Đốc, we arrived at Hòa Bình Restaurant & Hotel around 3:00 PM, only to be told at reception that our pre-paid reservation made via Hotels.com had been canceled.
The staff claimed that someone else had canceled “our” booking. When we asked to see proof, they showed us a written cancellation request—from Traveloka (a platform we never used)—for a guest with the same name but a different booking number, a different number of guests, and a different room category and rate.
We clearly showed them our Hotels.com app, which confirmed that no cancellation had ever been initiated by us. Despite this, the hotel manager, Mr. Tuấn, insisted that we would have to pay again if we wanted to stay.
We refused. After already driving 3 hours, we had no choice but to get back on the road and drive another 3 hours to a different city to find accommodation.
We are now waiting for a full refund from Hotels.com. The inconvenience and frustration were significant—but we had no option but to swallow it and move on.
The-Hiep
The-Hiep, 3-night trip