2/10 Poor
13 November 2024
Feeling like I’ve been scammed
The room itself was very average but on the more uncomfortable side. I asked in the booking notes if they could make the sofa bed up for my daughter as I wasn’t sure what time we’d get in, but it hadn’t been done, so I had to ask for extra bedding/pillows to do ourselves. The pool was very old and tired - I only went in for about ten minutes and felt gross. Breakfast was only available until 9am which was disappointing.
My biggest complaint is that I was asked if I’d already paid for the reservation when we arrived and I said yes, through Hotels.com. I was asked then to present a card for a $100 deposit that would be show as pending then returned upon checkout, which was fine. It has now been 5 days since check out and my card has two charges that have fully gone through. My guess is that they are the deposit plus the room charge. They are in addition to the initial booking charge on my other card. I challenged this before check out and was assured it would be sorted. I have since raised a complaint and have heard nothing. I now have $175 of charges taken from my bank that cannot be used otherwise for bills, groceries, etc. I am hoping this is sorted before I am forced to pursue fraudulent charges with my bank.
On the back of this experience, I would not stay with this chain in future.
Nicole
Nicole, 1-night family trip
Verified Hotels.com guest review
