6/10 Good
20 March 2023
Very Poor customer service
The food was amazing- it was probably the only thing we really enjoyed.
Customer service was very very poor! they are actually kind of rude when you have questions, the wifi was not working at our room and when we inquired about it, the front desk answer was "oh too bad it doesnt work" and left it at that. The exception was Stephany 1. She was very friendly and helpful.
One of our biggest issues, is that we booked for 2 adults 2 kids, however the night before our trip our grandson got very ill and could not make it to the trip. My daughter called Hotels.com to advice about it and to see if she could get a refund for his charge. No help was provided. Once we checked in at the hotel we also informed about the situation and we were told that they were going to contact Hotels.com to authorize the refund, nothing there either. Once we returned from our trip, my daughter called again to inquiry about the refund and to this day March 20 nothing was done. SO, we pretty much ended up paying for a guest that never made it to the hotel because neither Hotels.com or the hotel itself would address this properly. VERY DISAPPOINTED !!
luz
luz, 4-night family trip
Verified Hotels.com guest review