We booked and paid for a suite through Hotels.com, but when we arrived, the air conditioning wasnât working. It was a warm day, and after three separate requests for help, nothing was done. Hours later, just before we left for the concert we came to see, I went to the front desk when they finally admitted they couldnât fix it. Their âsolutionâ was to move us â not to another suite(one wasnât available), but to the a small basic room.
We didnât have time to switch before the concert, so after a long night out we came back tired, only to have to pack up all our things and move rooms ourselves. The room we were moved to was dramatically smaller, and their idea of compensation was offering us free breakfast. The difference in cost between the suite we paid for and the basic room we were given was significant â not to mention the complete disruption to our stay.
When I went to the desk to discuss a refund, the employee couldnât have been less interested in helping. Hotels.com tried to assist but explained that the hotel refused to authorize a refund, so their hands were tied.
At the end of the day, this hotel charged us for a suite they couldnât provide, wasted our time, and made no real effort to make things right. The lack of accountability and basic customer service was astonishing. There are plenty of places to stay that actually value their guests â this isnât one of them. Avoid it.
