Booked 2 rooms through Hotels.com/Expedia group and the front desk seemed to have issues having their information synced with Expedia and they made us talk to Expedia customer service for whatever reason. Expedia said everything seemed fine on their end, we paid and we thought that was the end of it.
The staff end up calling us 2 times throughout the night interrupting our evening trying to get us to pay even though we already did. Turns out the staff had us mixed up with another customer who had the same name who hadn't paid. They charged our credit card for that customer's room and not ours and in response to that we got locked out of our rooms and had to pay again for a third room or else we wouldn't be allowed back in. This took at least 30 minutes to sort through and we had family members waiting to get back to their rooms. This event added a lot of stress to our evening.
We didn't get refunded immediately for their critical mistake of charging our credit card for that other customer's room until the next morning during our check out.
Terribly unorganized and disrespectful customer service.
Our family has visited this hotel 4 times before but after this experience this will be our last.
Leon
Leon (1 晚家庭旅程)
Hotels.com 真實旅客評價
10/10 完美
2024年11月29日
Happy
John
John (1 晚家庭旅程)
Hotels.com 真實旅客評價
10/10 完美
2024年11月29日
ANH
ANH (3 晚行程)
Hotels.com 真實旅客評價
8/10 很好
2024年11月27日
真實旅客
1 晚友伴旅程
Hotels.com 真實旅客評價
10/10 完美
2024年11月25日
Anything ok happy come back again
Phuoc
Phuoc (1 晚家庭旅程)
Hotels.com 真實旅客評價
8/10 很好
2024年11月17日
Nice and decent price
A little noise at times b/c we are near the lobby, but overall it was nice
David
David (1 晚家庭旅程)
Hotels.com 真實旅客評價
10/10 完美
2024年11月15日
Thuong
Thuong (2 晚友伴旅程)
Hotels.com 真實旅客評價
4/10 一般
2024年11月11日
Quick layover only.
Below average experience. Language barrier at front desk. Only a place to lay your head and leave. Quick layover destination. Staff did not allow early check out due to family emergency.
Joey
Joey (2 晚家庭旅程)
Hotels.com 真實旅客評價
2/10 欠佳
2024年11月8日
Absolutely worst customer experience.
Pre booked a room through Expedia. Upon checking in, there was a slight discrepancy between the name on the reservation and the name on my ID.
The clerk asked that I contact Expedia to update my info (which I did) and they obliged but it didn’t show up in either the email or the reservation system and this was now 20 mins AFTER I initially tried to check in.
After I showed her the detailed chat w Expedia showing that I followed ALL of her suggested steps, she STILL WOULDN’T (and not couldn’t) check me in.
The info on passport/driver’s license is NOT being entered to validate the reso. It’s just an arbitrary decision.
I even asked her: now that IF you don’t receive Expedia’s answer, what’s yo ur solution to this problem?
No answer.
I never got my money back. And even after I texted Expedia after this whole ordeal, they said they can’t do anything bc it’s the hotel’s discretion whether to reimburse or not.
This is just pure garbage customer experience.
PS: their lobby washroom smells like it a public bathroom that hasn’t been washed in years. A simple cleansing spray or even an odour water would have done the trick.
People like this should NOT be running hotels let alone one that’s a franchised brand.
James Hoà
James Hoà (1 晚商務旅程)
Expedia 真實旅客評價
10/10 完美
2024年11月7日
I like this place
PHONG
PHONG (1 晚家庭旅程)
Expedia 真實旅客評價
8/10 很好
2024年11月4日
Good breakfast and coffee!
Maylor
Maylor (3 晚行程)
Expedia 真實旅客評價
10/10 完美
2024年10月28日
Was in town for convention and this place worked well for me!
Chen
Chen (1 晚商務旅程)
Expedia 真實旅客評價
6/10 不錯
2024年10月23日
Andy
Andy (5 晚行程)
Expedia 真實旅客評價
4/10 一般
2024年10月19日
It was noisy, noises coming from everywhere. Noises coming from second floor. Water running noises, even hear ppl walking out side of the hallway. Just bad experience
Tu
Tu (1 晚行程)
Expedia 真實旅客評價
2/10 欠佳
2024年10月17日
Michael
Michael (1 晚行程)
Hotels.com 真實旅客評價
8/10 很好
2024年10月16日
Paul
Paul (1 晚行程)
Expedia 真實旅客評價
6/10 不錯
2024年10月14日
The room was very comfortable. The breakfast left a lot to be desired.