2/10 Poor
Nov 18, 2025
I booked a two-night stay, but I never even got inside the accommodation. The check-in instructions were really vague and when I tried to contact the host, turned out the phone number listed doesn’t work. After a day of waiting for information, the only message I got was “be on place between 18:00–19:30.” I replied immediately, that I would arrived at 18:00. The host never contacted me again. I waited alone, in the dark, in a super sketchy area, with no way to enter the building for 30 minutes, not hearing anything back from the host.
Hotels.com’s customer service even tried calling the host and confirmed they were unreachable at the time. Eventually with having no reason to belive someone would ever show up, for my own safety I had to book a last-minute, much more expensive accommodation just to avoid being stranded outside at night.
This was one of the worst travel experiences I’ve had: unsafe, stressful, and completely mishandled by both the host and Hotels.com. There is zero support, zero responsibility taken, and no respect for the customer’s safety or the fact that the service was never provided. They are refusing paying me back because the host claims "he was there". Well at least not at the same time and couldn't be bothered to even answer my messages...
Katariina
Katariina, 2-night trip