4/10 (不満)
宿泊されたお客様
出張
2024 年 10 月 18 日
良かった点 : 清潔度、施設のコンディションと設備、客室の快適度
気になった点 : スタッフとサービス
Double-charged room price, so late response
I had paid the room price on the Hotels.com website, and only had to pay city tax at the hotel. When I checked-in, however, I was charged the room price on top of the city tax.
I noticed that soon.
So, I asked them about this right after the check-in, during my stay, and when I checked-out.
They just said "this is correct", "the right amount will be charged after my check-out", and something like that.
I asked them to give me an invoice at least. They couldn't print it out due to their computer problem.
I left my email address and asked them to email the invoice. (FYI: They said my hand-written email address "very clear".)
After coming back to my home, I checked my email. Still no invoice. And the room price was still double-charged.
I asked about this via Hotels.com message, twice. No response.
I called to the phone number on Hotels.com. They asked me to call later.
I called them again. They asked me to "email" the double-charge issue. At least, they finally emailed me the invoice.
I sent an inquiry via email with my invoices from Hotels.com and from the hotel — no response for a week.
I sent a reminder — no response for a month (ok, I was a bit busy too).
I sent a reminder, again.
They finally admit that they have double-charged!!
I ask them to proceed with the refund.
... no response for 3 days now (not refunded yet).
I usually don't write bad reviews.
I even hesitated to write this even after no refund/no reply, but this is frankly the worst experience.
宿泊されたお客様
2024 年 8 月に 4 泊滞在