2/10 Poor
Sep 16, 2022
Bad experience. We booked after our evening flight was canceled and got there in a taxi in 20 minutes but there was no apparent way to check in that late. It was closed. We telephoned but no response, so we found another hotel and went to bed. Woke up the next morning to a WhatsApp message sent overnight, with check-in instructions. Too late, sadly. This is clearly a small business operating with a skeleton staff, and allowances can be made for that but the real problem was the customer service afterwards. It took repeated attempts over 4 days for them to reply and then to accuse me of not showing up or calling. My phone records show the call, but there are apparently two numbers, and I had called the main hotel number - there is another out-of-hours number but it is not labeled as such in the confirmation email. With a few adjustments to their wording, the confusion could easily have all been avoided, or they could simply block online sales after a cut-off time. The funny thing is that I'd already got my refund from Expedia/Mastercard by the time that they eventually replied and I had only persisted to try to help the hotel with their messaging for future customers. Sadly, this was met with hostility and accusation. Pity. Customer service doesn't have to be this way, especially when the customer is taking the time to try to help.
W
W, 1-night romance trip
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