2/10 Mediocre
25 de agosto de 2025
Worst experience ever, scam and rude manager
I booked this stay last minute due to an urgent situation and when arriving at the property, the manager informed me the stay wasn’t paid for and I should pay for the stay again. I showed them the app and email confirmation as well as my card transactions showing the stay has been paid.
The following morning, the same manager called me and advised if I was not providing card details over the phone to pay for the stay they would remove our belongings from the room and we couldn’t stay at the property anymore (early on a Sunday morning). I told them if the payment wasn’t showing up on their side, it was their issue to resolve and they should contact the platform if needed. The manager was the rudest person I’ve ever talked to, barely speaking English and agressive over the phone and in person.
I was in contact with Hotels.com customer service and they resolved this very efficiently in only a few minutes and the manager called me to advise they would let us stay for the last night as booked and paid.
They didn’t present any excuses for their behaviour when they could have simply contacted the platform and this would have been sorted in a few minutes, but they preferred shouting and being agressive with a customer. This manager needs to learn how to behave with customers as this will definitely impact their business in the long term. I think they’re trying to scam customers by making them pay multiple times for the same stay so would advise anyone to stay away from this business.
Cliente verificado
Viaje de 2 noches en familia
Opinión verificada de un huésped de Hoteles.com
