2/10 Poor
13 October 2024
Extra hidden charges
This is the second poor experience I’ve had at this property. This hotel uses another booking system that complicates the booking with hotels.com. I already had one experience where I showed up and had a booking but I wasn’t in their system for a booking.
I have just stayed again at the guest house and had a terrible administrative experience. I booked again through hotels.com and chose the “pay at the property” option when booking. (I wanted to make sure I had a room before paying.) The same day I booked, I received an email from the property saying they had charged me a pre-authorization fee that I wasn’t aware of. Then they proceeded to charge the price of the hotel room as well even though I had chosen to pay at the property. I figured I’d be able to sort the situation once I got to the hotel.
When I arrived, I asked about the administrative fee and the staff was defensive and dismissive and claimed they didn’t do it and couldn’t do anything about the charge. I was shocked that I couldn’t get an answer about the extra charge.
They can charge you whatever fee they want and at the end of the day, you can’t do anything about it. This fee and service really spoiled my stay at this guest house.
Bonny
Bonny, 1-night trip
Verified Hotels.com guest review