4 June 2023
Contact information for check-in was incorrect and I had to contact Hotels.com three weeks and then again, 24 hours before check-in time to get a response. I originally asked for a refund due to nonresponse to several texts, and the fact that Hotels.com could also not successfully connect with the host. Hotels.com would not issue one until they heard back from the host up to 24 hours before my check-in time. Contact was made finally but then on arrival, no keys were in the lockbox. We had specified a late check in with booking and verified with new host contact. Condition of bathroom was poor, shower itself seemed to be a hole in the wall and badly in need of repair. Bed was good, but single pull out was not equal to the bed. At our own cost, we did not stay for our booked duration. Hotels.com would be well-advised to update their vetting process or support their hosts better to deliver service.
2-night family trip
Verified Hotels.com guest review