4/10 Fair
Sep 20, 2023
Bad customer service
I was charged twice for my stay. I paid for my reservation through hotels.com and then at the hotel the front desk lady ran my card without letting me know she was charging it. After realizing I was charged twice, I went down to ask what happened and the lady did not apologize and stated I should receive a refund in 24 hours and that I would be contacted the next day by a manager in regards to the mistake. I have not received a refund and was not contacted by anyone. Terrible customer service. Not friendly whatsoever and promised a refund within 24 hours that clearly was not correct and was far fetched as most banks refund process is 3-5 days. I am moving cross country and chose to reserve my stay online ahead of time to budget. That money that was wrongfully charged was supposed to go towards this expensive move. The inconvenience the mistake caused has made my trip more difficult but what is worse is the carelessness the receptionist had.
Verified traveler
1-night family trip
Verified Hotels.com guest review