4/10 Fair
11 October 2024
Cozy place dragged down by unserious leadership
We booked our stay in Ksamil at the Kona Hotel via Hotels.com. The overall experience of booking the hotel was easy and convenient. However, we experienced our first issue when we arrived at the hotel. Upon arriving, we were informed that some of the amenities that were listed on Hotels.com's page for the Kona Hotel were not included/did not exist anymore. More specifically this was the free sun beds and beach access (beach access and sun beds are not free on Albanian beaches). We contacted Hotels.com and after approx. 30 min on the phone with them, they said they would either refund us the total spent on the hotel or transfer us to a different hotel. We chose to transfer to another hotel but after approximately another 30 minutes, the hotels.com employee we were speaking to told us that they could not transfer us or refund us as they had spoken to the Hotel owner (where we were staying) and they said that there was a beach 150 meters away. This was of course not the issue we had; we did not expect that there was a beach directly by the hotel, but we did expect free sun beds and a beach club/restaurant as was advertised on Hotels.com. But due to the Hotels.com employee's poor English, he was not able to understand us.
Paul
Paul, 8-night trip
Verified Hotels.com guest review
