2/10 Poor
Jan 24, 2025
Formal Complaint
Upon my arrival at the property on 14/01/2025 at approximately 11:30 PM, I faced significant issues accessing the accommodation. The hotel operates a self-check-in system similar to Airbnb after 10:00 PM, which relies on providing guests with access instructions and a key retrieval code. I received a call from the assistant manager at 8:32 PM, advising me that I would soon receive an email with the necessary instructions. However, despite this assurance, I did not receive the access information in a timely manner, leaving me unable to enter the property.
I have received an email from your platform sent to me at 4:56 AM with the self-check-in instructions, the hotel emailed your platform at 8:57 PM providing the details. This demonstrates a substantial and unacceptable delay in relaying critical information to me.
This situation caused severe inconvenience, distress, and disruption to my travel plans. Being stranded outside the hotel for several hours during a business trip, with a full day of scheduled meetings ahead, was both unprofessional and unacceptable.
Given the circumstances, I am requesting the following resolutions:
A full refund
2.Compensation for the distress
I trust that Hotels.com will address this matter promptly and take steps to ensure such incidents do not recur, safeguarding the experience of future guests.
I’m looking forward to your swift response and resolution.
Sara
Sara, 1-night business trip
Verified Hotels.com guest review