4/10 Fair
1 December 2019
Downgraded to smaller room, no refund
We weren't expecting much from a budget hotel, but on this occassion, RedDoorz failed to meet even our basic expectations. The main issue was that we booked a room with a king-sized bed, but when we got there, the room was not available. So my wife and I were downgraded to a smaller room with two twin-sized beds.
"Why were we able to book that room online if it wasn't available?" I asked the single staff on premises. He shrugged in response.
"Can we at least be given a refund?"
"No," was his flat response.
My wife and I looked at one another quizzically, but having just arrived from long travel, we had no energy to argue. At least we were allowed to switch to the larger room with a kind-sized bed the next day when one became available.
Before leaving, we tried a bit harder to get a refund. We managed to have two phone calls with the manager (who was not able to find my booking in their system until I sent her a screenshot of it) but still did not receive a refund or even an apology. To be honest, I would have been quite satisfied with no refund if they owned their mistake and apologized, but they said it was the fault of the booking site (though where does the booking site get their room availability from?).
Other than that, our stay was pretty par for the course as far as budget hotels go: reasonably clean and nice-looking rooms, comfortable, power went out for a few hours...
Maybe an isolated incident, maybe not. That's our story.
Ryan
Ryan, 2-night business trip
Verified Hotels.com guest review