4/10 – OK
8. mai 2025
Misleading booking/disappointing customer service
We booked a superior room through Hotels.com, attracted by photos showing a small kitchen, which was a key reason for our choice. However, upon arrival, we were given a standard studio room with no kitchen, despite the booking clearly stating “superior.”
In addition to the misleading room, there were several issues:
The safe didn’t work.
No bedside lamps.
The balcony was covered in bird droppings.
The neighboring balcony had a bird nest with eggs, showing it hadn't been cleaned for a long time.
We traveled with our 2-year-old daughter, which made the situation worse. The dirty balcony was completely unusable, and we were concerned for her safety and health.
We reported the issues to reception, but were told the hotel was fully booked and nothing could be done. After our stay, we contacted hotel management, who offered a free upgrade for a future visit. However, we don’t plan to return, so that offer was irrelevant. When we requested compensation for our stay, we were declined.
We then contacted Hotels.com, who reached out to the hotel. However, they informed us that since the hotel didn’t approve a refund, they couldn’t help further.
We feel let down as customers and frustrated that neither the hotel nor Hotels.com took responsibility for the situation. We hope this serves as a warning to future travelers
Trine
Trine, familiereise på 4 netter
Hotels.com-verifisert gjesteanmeldelse
