4/10 Poor
Nestor
Travelled with family
Jun 25, 2025
Liked: Cleanliness, property conditions & facilities, room comfort
Disliked: Staff & service
Disappointing change of policies.
I always make ALL my reservations "PAY AT THE PROPERTY" As you know HOTELS.COM gives (depending on the hotel) 2 types of bookings
PAY NOW, & PAY AT THE PROPERTY
I always choose PAY AT THE PROPERTY as even it's a MORE EXPENSIVE gives me the freedom to cancel or change plans on the go
Well this hotel tried to charge my credit card 7 days PRIOR to our arrival
I said "tried" because my bank denied the charges as my credit card number was stolen on previous days & the bank replaced my credit card So the credit card # on the reservation WAS NOT longer valid
I exchanged multiple messages thru HOTELS.COM CONTACT THE PROPERTY and explained the situation They did NOT care They keep asking for the NEW CREDIT CARD # BUT HOTELS.COM contact the property feature DOES NOT allow to send personal information as credit card numbers so every time i sent them the NEW credit card # it was deleted from the message
The only solution i had was TO CANCEL MY PAY AT THE PROPERTY RESERVATIONS that were made MONTHS ahead and RE BOOK with "PAY NOW"
Of course I paid MORE as the previous "pay at the property" reservation was made months in advance and this new reservation was made just a few days prior to our stay so the rate was higher
Staff was rude in emal communications and in Person
WE WILL NEVER go back to this property They cause me so much stress about the payment in ADVANCE
Hotels.com SHOULD NOT allow this If the customer choose PAY AT THE PROPERTY(That is a more expensive fare) its AT THE PROPERTY!
Nestor
Stayed 2 nights in Jun 2025
