2/10 Terrible
Frank
4 Aug 2025
Disliked: Cleanliness, staff & service, property conditions & facilities, room comfort
I booked this hotel 3 months in advance to attend a concert. I arrived, and when I approached the desk and asked to check in, the guy back there just tapped a sign that said they were out of rooms.
Considering the fact that I had booked in advance, I pressed and said told him so, and he just rudely responded "Nope, we don't have any rooms." Then he rudely told me to "check that I had my dates correct".
Which I did, I checked right there in front of him, and my reservation was for that very night and the night after. He just shrugged and said there was nothing he could do, turning his back and getting back on his earpiece. No refund offer, no voucher, no list of alternate hotels. I also noted there seemed to be people arriving as I walked out and they were being helped.
I contacted Hotels, went through two agents, and waited 72 hours to be told that it was too late to be refunded. I might be paranoid but I'm pretty sure this hotel is claiming I checked in and stayed, when I 100% did not.
I didn't know you had to call and make sure a room you reserved 3 months in advance. I know hotels don't like Hotels.com bookings but it's a little extreme to give a room away when you have a reservation in the system.
I don't mean to sound like an overdramatic Karen, but when you're told your room was given away, and the hotel doesn't call you, or try to help and all but tells you to kick rocks, then the website shrugs and says they can't offer a refund, it leaves a person salty.
Frank
Stayed 2 nights in Aug 2025
