6/10 Okay
Mariola
Travelled with family
25 Oct 2024
Liked: Cleanliness
Disliked: Staff & service
Hotel canceled my reservation without notification.
I was told in a dismissive way as I arrived, that it's their policy to do because supposedly there was a problem with my credit card, which they tried to use for a deposit of 50$ but couldn't.
I reserved through expedia and it said clearly: "pay at the property", nothing about deposit. I simply didn't know.
It is important information and it should be made clear from the beginning.
I got numerous emails confirming my booking and none of them notified of having to do a deposit or lose reservation, also none notified me of cancelation that they did.
When I showed the emails, I was told that: "I should have gotten" a message" and " oh you booked through expedia".
Then I was told to move aside as other people were waiting. The person did not look me in the eye through the whole time while speaking to me, appeared tense, with angry facial expressions, dismissive in attitude, and sudden jerky movements, displaying an overall bizzare unprofessional behavior.
I asked if they can get someone who could help me with this, and was told " yeah later".
Eventually another employee, kindly made a new booking for me for one night only.
This incident significantly affected my trip in a negative way. I had to alter my plans. I was publicly humiliated and made to feel as if I did something wrong.
Mariola
Stayed 2 nights in Oct 2024