I made the reservation through Hotels.com and paid in full on the website for a two-room unit (one bedroom with a double bed and a living room with a sofa bed), as I was traveling with my wife and my mother-in-law. I paid extra specifically to have separate spaces and more privacy for sleeping. Unfortunately, to our surprise, when we arrived at the hotel for check-in, our reserved room had been given away. It was already late at night, and the only option available was a smaller room with a smaller bed and a sofa bed in the same space (which was actually the cheapest option). We accepted it because we had no alternative at that time. However, I did not receive any refund or compensation for being placed in an inferior room. To make matters worse, when we entered the room, we noticed that the sofa bed was broken. I contacted both the hotel management and the app. The hotel eventually moved us to another room of the same (lower) category, while the app said they would follow up with the hotel. In the end, nothing was resolved. For that reason, my rating is one star, as I did not receive what I paid for. The only positive point I would like to highlight is the breakfast, which is excellent and offers a great variety.
I made the reservation through Hotels.com and paid in full on the website for a two-room unit (one bedroom with a double bed and a living room with a sofa bed), as I was traveling with my wife and my mother-in-law. I paid extra specifically to have separate spaces and more privacy for sleeping. Unfortunately, to our surprise, when we arrived at the hotel for check-in, our reserved room had been given away. It was already late at night, and the only option available was a smaller room with a smaller bed and a sofa bed in the same space (which was actually the cheapest option). We accepted it because we had no alternative at that time. However, I did not receive any refund or compensation for being placed in an inferior room. To make matters worse, when we entered the room, we noticed that the sofa bed was broken. I contacted both the hotel management and the app. The hotel eventually moved us to another room of the same (lower) category, while the app said they would follow up with the hotel. In the end, nothing was resolved. For that reason, my rating is one star, as I did not receive what I paid for. The only positive point I would like to highlight is the breakfast, which is excellent and offers a great variety.
