Horrible experience with uncaring staff! Our flight from Hong Kong was delayed 24 hours, so we messaged the hotel on the hotels.com app to let them know we'd be arriving a day late. But the hotel staff didn't read the message, so when I arrived a day late at 11pm with very tired children who'd been travelling for almost 48hrs, they told us they had cancelled the booking as a no show and we'd have to pay for the whole stay a second time. Even though we'd already prepaid 3 nights! I told them we'd messaged via the app the day before, but they said we should have phoned instead and they "don't know how to read messages from hotels.com"! They said that because we messaged "a third party", they were in their rights to cancel our booking, despite us having paid for 3 nights. What followed was a completely shocking conversation where I was pleading with the staff to find a way to help us since we'd paid for 3 nights, but they utterly refused, showing no concern for us at all. They even refused to let us talk a manager because "it's too late". Finally I said I'd agree to pay for the room again as long as they let me talk to the manager. Then they called him. In the end hotels.com refunded our booking but we had to pay the hotel a MUCH HIGHER price, all because they had not read the messages on the app. The hotel is nice, but not worth the pain and the check-in team are greatly in need of training!
Horrible experience with uncaring staff! Our flight from Hong Kong was delayed 24 hours, so we messaged the hotel on the hotels.com app to let them know we'd be arriving a day late. But the hotel staff didn't read the message, so when I arrived a day late at 11pm with very tired children who'd been travelling for almost 48hrs, they told us they had cancelled the booking as a no show and we'd have to pay for the whole stay a second time. Even though we'd already prepaid 3 nights! I told them we'd messaged via the app the day before, but they said we should have phoned instead and they "don't know how to read messages from hotels.com"! They said that because we messaged "a third party", they were in their rights to cancel our booking, despite us having paid for 3 nights. What followed was a completely shocking conversation where I was pleading with the staff to find a way to help us since we'd paid for 3 nights, but they utterly refused, showing no concern for us at all. They even refused to let us talk a manager because "it's too late". Finally I said I'd agree to pay for the room again as long as they let me talk to the manager. Then they called him. In the end hotels.com refunded our booking but we had to pay the hotel a MUCH HIGHER price, all because they had not read the messages on the app. The hotel is nice, but not worth the pain and the check-in team are greatly in need of training!
