2/10 很差
2026 年 2 月 23 日
The Hilton group decided to do a software update which prevented guests from checking in. After waiting around for almost two hours as no one knew what was happening or how long it would take (desk told me I may not be accommodated that evening and the corporate number I called the woman I spoke with kept disappearing on the call and acted like she could not be bothered to speak with me). I decided to find alternate arrangements for my trip. Tried to submit a refund, the hotels.com agent told me I would get a refund but could not reach the hotel to confirm. She shared I would hear back in 72 hours and assured me I would be refunded. Less than 15 hours later I got an email that they could not reach the hotel to confirm and I would have to pay for my cancellation. I was able to reach the hotel and collect direct contact info and hotels.com finally called and got me refunded. Overall horrible experience on both hotels.comm and the homewood suites by Hilton.
They were really fine leaving their guests without a place to stay and have them pay for their errors.
Kat
Kat，2 晚行程
Hotels.com真实住客点评
