2/10 Terrible
James
Travelled with family
11 Aug 2025
Disliked: Cleanliness, room comfort
Worst hotel and experience in my life! Avoid
This was, without a doubt, the worst hotel experience of my life and a complete nightmare for my family and me. Do not stay here.
From the moment we arrived, it was clear the property was nothing like the photos. The room was filthy, with visible grease, hairs, and dirt throughout the worn-out furniture. The state of the bathroom and kitchen was unacceptable. To make matters worse, a train track is located just 20 meters away, and the relentless noise was unbearable, making the room completely uninhabitable. We immediately checked out, as staying was not an option.
This is where the nightmare truly began. We spent days of our family vacation and countless hours attempting to resolve the issue with Hotels.com. We were initially assured by an agent that we should not worry about the cancellation and would receive a full refund. Relying on this misinformation, we were forced to book a new hotel at an additional cost, plus extra transportation.
Despite my good-faith efforts and providing all the requested evidence (photos and videos), the hotel has now refused to issue a refund. Hotels.com, whose agent's promise I relied on, has been completely useless, informing me there is nothing more they can do. I am now being forced to pay for two hotels. This property and Hotels.com's abysmal customer service completely ruined a portion of our long-awaited trip.
Avoid at all costs. You will not get what you paid for, neither the property nor hotels.com will take responsibility
James
Stayed 4 nights in Aug 2025
