We had one of the worst hotel experiences we’ve ever had here. The property never sent check-in instructions. Only after we reached out did someone respond—and only via WhatsApp, not through Hotels.com. Even worse, the access code they gave us was wrong. We were locked out for hours and only gained entry at 2am, after several unanswered messages. There is no concierge or reception, just a WhatsApp number that’s only monitored between 10am and 4pm. If you need help outside those hours, good luck.
Things got even worse at checkout. Not only were they unaccommodating, but they actually sent cleaners into our room an hour before checkout, trying to kick us out early. Completely unprofessional.
To top it off, when we contacted Hotels.com for help, their customer service was shockingly unhelpful. Instead of resolving the issue, they pushed us to switch to a cheaper hotel in a random part of town, with no concern for our safety or preferences. The agents were pushy and dismissive, offering no real solution.
We booked through Hotels.com expecting a vetted property and reliable support—neither delivered. As a Silver member, this was incredibly disappointing. Avoid this property, and think twice about relying on Hotels.com if something goes wrong.