16 December 2019
Scammed and no refunds
It was awful. Why? We were scammed. My family and I booked through Hotels.com, unfortunately under non-refundable. It’s ultimately unfair when we were entirely ignored by the apartment’s host. We did not see a glimpse of our room. The host failed to acknowledge our calls and messages. We’ve tried to contact several times upon check-in time but our numbers were blocked. When we managed to get a hold of the host, he mentioned that he was not informed of the booking despite us receiving the booking confirmation through Hotels.com. Hence, we were clueless and also frustrated because we’ve traveled all the way here, activities all planned out as it was one of my family members’ birthday. Host told us to leave the property and was extremely rude and unhelpful to our situation. In the end, we had to stay in a run-down motel. Terrible experience and worse still, no refund. Hotels.com should look into scammed personnels like this. I’m disappointed and lost my trust in this booking app.
Mohammad Shafik, 2-night family trip
Verified Hotels.com guest review