2/10 Poor
May 11, 2025
Bad experience
This was my very first time in Hanoi and Vietnam. I was traveling with my parents and wanted to have more of home than just an hotel room. Unfortunately, the day we were supposed to arrive I received the message from the owner that the place had no power due to construction around. They placed us in an alternative lodging much further away from Old Quater and really of much lesser value. We really could stay there only for one night as it was way below our usual standards.
The owner agreed to refund us for one additional night we had booked. All my contacts with hotels.com customer support led to the same outcome: we could never reach the owner that’s why we can’t give you the refund. The owner said she had never got any calls from hotels.com. I don’t know who is lying here but the point is that I literally couldn’t get my money back from anyone and had to book another hotel myself. Please, don’t bother. Took way too much of my vacation time to deal with and I still couldn’t get my money back.
As a Platinum member of Hotels.com I’m also shocked with their customer service…
Antonina
Antonina, 2-night trip