A terrible experience thatâs left a bad taste. Booked an apartment in Vienna for 3 nights only to find the boiler was broken so no hot water for showers, washing up etc. After no response initially from the apartment owners and our morning wasted on the phone trying to sort this out, I was advised by hotels.com customer service to check if the booking conditions explicitly stated that hot water would be provided!!! When the owners eventually replied to me directly they advised me to open the boiler and restart it! When I said I would be uncomfortable doing that, they said to me via text message, âand you think itâs any safer for me to touch itâ. I find this inexcusable. By the time we left to find alternative accommodation at 2pm, the engineer failed to turn up at the 2 stated times of 12pm (by hotels.com), and then at the later time of 1pm (the property). Hotels.com state they cannot provide a refund as the property has taken payment from them. They are clearly very unaware of my consumer rights! By the looks of all these bad reviews (61%) this company have no desire to provide decent customer service, in fact they have no clue at all about customer service and guest experience. Shame on them. If I could give them 0, I would!
