2/10 Terrible
Kerri
2 Aug 2024
Disliked: Staff & service
Poor customer service. H.com needs accountability
I booked this hotel for my daughter via hotels.com and paid in full at time of booking. When my daughter arrived at the hotel she was told the payment was rejected and they needed her to pay again. I checked my card statement and the charge was on there. I called the hotel and spoke to a unfriendly employee who told me the payment was rejected on the card and that they would need payment prior to check in and to call hotels.com Even with receipt of paymnt it wasnt her problem. I chatted with a rep regarding this at hotels.com who told me i would have to pay at the property to check in & this would be escalated to her superiors. No real explanation. She said i would be refunded. I called the hotel back to pay and still questioning why I had to pay again. The not so friendly hotel worker said “let me explain again. The virtual card was rejected which means the payment was not received by the hotel from hotels.com” with a big attitude she talked to me. She needs a lesson in customer service. What is a virtual card like I am supposed to know what that means. So It was hotels .com error. Also my daughter called the hotel a day ahead to request a room away from the elevator noise (she needed a good night sleep with MCAT exam the next morning). So, They put her right next to the elevator and told her it was all they had. NEver stay there again. Never use hotels.com again. Will lose all my one key credits. Still no refund on my original payment and will dispute charge if it doesnt.
Kerri
Stayed 1 night in Aug 2024