We booked the room via hotel.com. Once confirmed booking, hotel.com sent us a notice if the guest got covid infected, will be charged $4000 for deep cleaning. We called hotel staff as it is non refundable, so to make sure.
The hotel staff said clearly over the phone, “just ignore such 4000, don’t worry” ok we checked in normally.
Unluckily, I was infected during the stay. Now they charged us $4000!?
At first, we didn’t agree to any $4000 deep cleaning policy. We asked and got confirmation just ignoring that. We checked in. Now they charged us $4000?! On what ground can the hotel charged us to the policy we haven’t agreeed, we clarified that doesn’t apply to us, but we are charged 11 times more than the room it self?!
The hotel is sneaklly. We asked hotel.com to investigate. Now the hotel.com didn’t investigate but trust blindly to what hotel said. “We didn’t answer any call. The guest agreed on the $4000 deep cleaning policy”
First, I very disappointed to the hotel. Absolutely a SCAM! And now disappointed on the “investigation”, first is $4000 deep policy a normal practice for Hk hotels? Or all hotel.com booking? And is it reasonable?
I’ve used hotel.con for years. No way I can find such sneaky policy. It’s just totally a SCAM in Hk tourism industry.