I made this booking to secure a room for the night for my family and me. After receiving the confirmation email, I immediately tried to contact the hotel to arrange access to our room. I called the number provided several times — no one answered. I also sent messages through the hotel’s messaging system, with no response. When I couldn’t get in touch, I contacted Hotels.com support. Their agent also tried repeatedly to reach the hotel, but there was no response.
By 9:00 PM on our arrival date, despite all these efforts, we still couldn’t reach anyone at the hotel to access our room. We had no choice but to book another hotel at our own expense just so we had a place to sleep that night.
We did everything right: we booked, we got confirmation, and we tried through every channel to contact the hotel. The hotel was unreachable and effectively unavailable. It is completely unfair that we are being charged for this reservation.
I have messaged the hotel requesting a refund — no response after 3 days. Hotels.com also tried, with no luck. This is beyond terrible service. Do not book here if you actually want a place to stay or want to avoid losing your money.
