I booked a double room through the app, which doesn't allow screenshots so you can't prove the room you selected. Hotels.com do not confirm a double room or twin room booking in their confirmation emails with this hotel: you have to tell the hotel in the notes when you book or call hotels.com to confirm your preference, and I didn't realise this. When I arrived with my partner we were given a twin room. We asked a member of the hotel staff about our booking and he confirmed a double room was booked but they didn't have enough double rooms, he advised we speak to the manager the following morning. We did this, but she denied we booked a double room, hotel.com backed her up despite myself and the member of staff knowing otherwise. In my phone call to hotels.com the operative didn't like me enquiring about my booking and offered to send me the confirmation email that confirms nothing I said ok... She resent the email 10 times!
All this is to say, if you book a double room or twin, they cannot guarantee you will get one. Customers should be made aware of this in when they select a room BEFORE the booking is confirmed, not after, and advised to put their preference in the notes to the hotel. I don't understand why the manager didnt tell the truth about this or why the hotels.com operative was rude. Every other part of my stay was acceptable. But unfortunately the whole incident has left a bad impression of Hotels.com and Villa Arsta.
