As a Top 1% Platinum member with 119 rooms booked in 2024 alone, I am appalled by the experience I’ve just had. Over the past 10 years of booking hotels, this stands out as the worst incident by far.
Despite booking a penthouse suite, I was assigned a basic single room with a broken shower and dirty bedding. This was completely unacceptable. The next day, I was moved to another hotel that was extremely basic and located across the city, causing further inconvenience.
Upon reading reviews, it’s clear this is a recurring issue and feels like a deliberate scam. To make matters worse, Hotels.com customer service has been unhelpful in addressing the situation.
This experience has severely damaged my trust in Hotels.com