2/10
Dear Hotels.com Customer Service,
I am writing to raise a concern and request a refund for a recent booking made through your platform.
We booked a property that was listed as a hotel, but upon arrival, we were surprised and disappointed to discover that it is in fact a guest house. This is a significant misrepresentation. When we checked the same property on other travel websites, it is correctly labeled as a guest house. Hotels.com should ensure that such fundamental details are accurately reflected in listings.
We chose this property as part of our travel itinerary — our plan was to stay one night before traveling to Samos Island, then return after four days and stay another night before departure. However, due to the misleading nature of the listing, we decided not to stay at the property at all, including on our return.
Additionally, the property looks nothing like the photos shown on your site. The description also claims that it is 100 meters from the port, but in reality, it is at least 300 meters away and located uphill — an inaccessible route for travelers with heavy luggage.
While we understand that the reservation was made under a non-refundable rate, we believe that this case qualifies as an exception due to the inaccurate and misleading information provided. We respectfully request a full refund and ask that this listing be reviewed for accuracy to prevent similar experiences for other customers.
Thank you for your understanding and assistance.
cenk
Viaje de 1 noche