2/10 Poor
Sep 16, 2025
Avoid, no communication, terrible customer service
I couldn’t travel due to the Tube strikes so a couple of days beforehand I asked to move the booking and requested they waived any charge but accepted I would pay the same price even if the cost of the room was less on a new date. I knew there was a risk I’d lose my money but it was worth a conversation.
Despite several attempts to contact them they totally ignored both me and Hotels.com until the day when they said they told Hotels.com they wouldn’t accept anything and I’d be charged the full amount, end of conversation. Didn’t want to discuss moving it to a new date at all and they have still never replied to me. Appalling customer service, complete lack of communication, and not interested in looking after their customers, just taking their money and won’t even talk to you if you have a question. Avoid at all costs.
Sara
Sara, 1-night trip
