2/10 Mediocre
28 mar. 2025
Dishonest management
Decided last minute to book a vacation to Vietnam, booked the hotel and flight only to find out a few hours later that our VISA would not be approved in time. After only a few hours, we reached out to the hotel to see if we could get a refund, or at least a partial refund as we where not going to be able to visit Vietnam this time around. At first we called the hotel that asked us to send an email as it was night time and they dont want to speak on the phone during night time? I found that very alarming, is the reception located next to the rooms!? Anyway, he gave me an email address to send to, which was a strange gmail address that did not even work!?
Long story short, the hotel management stopped replying to our phonecalls and whatsapp messages. Notabene, the hotel has a few different names listed on Hotels.com, therefore while we where looking at the options, we confused some of their offers and booked a non-refundable option (our bad, yes, but while looking at multiple different selections they offered, this was not on most of them. We therefore missed that this option was non refundable)
As explained to the hotel contact, we did not demand a refund, only asked for it as we only held the booking for a couple of hours and given the scenario, we where not going to make it to Vietnam at all.
My frustration is mainly regarding the hotel staff attitude, the fact that they just stopped answering, without even informing us of their decision implies dishonesty, Be careful!
Herdis
Herdis, viaje de 7 noches en familia
Opinión verificada de un huésped de Hoteles.com
