6/10 Okay
Michael
19 Feb 2025
Liked: Room comfort
Nice stay, communication systems could be better
When I booked the confirmation email said I’d receive an email with my cabin assignment and lock code 24 hours before checkin. This deadline came and went with no email; I called the customer service line only to find out there are no staff members to answer the phone. Texted the number as instructed but whoever was on the other end did not understand the situation and just kept sending the same confirmation email without the cabin assignment and code to get in. Hotels.com tried to intervene but apparently there is no way for them to call and speak with a human, either. After several hours and many repeat texts we finally got the cabin assignment and code to get in. Hard to understand how this could happen and be so hard to correct - does every guest go through this ordeal?
Michael
Stayed 4 nights in Feb 2025