4/10 Poor
SIMON
Jan 9, 2026
Liked: Cleanliness
Disliked: Staff & service
Dear Sir/Madam,
I am writing to formally lodge a complaint regarding my recent stay, which was booked through Hotels.com.
While Hotels.com is generally a reliable platform, my experience at the hotel was extremely disappointing and stressful due to poor handling of payment verification and communication.
Upon arrival for check-in, I was asked to wait for over one hour while the hotel attempted to confirm my payment. Despite presenting clear proof of payment, I was repeatedly asked to provide the same information multiple times. I was informed that I could remain at the hotel while they tried to confirm the payment with Hotels.com.
The following day, I was advised that the accountant wanted to speak with me. I went to the reception and waited for more than 30 minutes; however, he did not attend. I was then informed that I would need to pay again because the hotel claimed that payment from Hotels.com had not been received. I explained that this is the payment method I consistently use and that if there was an issue, the hotel should contact Hotels.com directly or allow time for the payment to be processed. I also showed proof indicating that the payment was still “in progress.”
Despite this, I continued to be pressured to make an additional payment. Furthermore, I was asked to pay extra for breakfast for another person, which added to the frustration of the situation.
Overall, the experience was unprofessional, inconvenient, and far below acceptable hospitality standards.
SIMON
Stayed 3 nights in Dec 2025