I am writing to express my deep dissatisfaction with a recent booking I made through your platform. The experience was beyond frustrating and completely unacceptable.
I booked a room while attending my daughter's ring ceremony at her college. Due to unforeseen delays, I was unable to check in on the first night. While I understood this meant I would lose that night's stay, I fully expected the room I paid for to still be available for the second night.
However, upon attempting to check in the next day, I was informed by the front desk that my room had been rented out and the hotel was fully booked. Despite explaining the situation, the only response I received was, “That’s how it works in the hotel business.” The staff repeatedly walked away from me mid-conversation, refused to provide any solutions, and offered no clarity about whether I would receive a refund.
This level of customer service is appalling. I was not rude, loud, or disrespectful, yet I was treated with complete disregard. Ultimately, I was forced to sleep on my daughter's couch due to the hotel's inability to honor the booking I paid for in advance.
I kindly request a full refund for this stay and urge you to investigate the conduct of the staff at this hotel. I have been a loyal user of Hotels.com and have never encountered such a disheartening experience. I trust you will take this matter seriously and ensure that no other customers face similar treatment.