We stayed 3 rooms x 4 nights at Henry Jun 11-15. Last night transferred into Premier villa suites, one of the rooms (802) has electrical problem - short circuit every 10 mins. Reported to hotel immediately, however waited until 10pm they still couldn’t fix it and did not offer alternative solution. We ended up booking an extra room at another hotel to stay last min, thank god there is still availability!
Henry refuses to process refund for that 1 room, excuses like ‘have to check with OTA’ ‘room is still reserved for you’ ’booking policy’ etc. OTA tried to help but Henry insist non-refundable!
We’re talking about electrical issue, safety hazard, should be treated seriously! It is hotel’s responsibility to make sure the room is in order pre-check in, or else do not sell that room!
Disappointed how Henry management handles this issue. How can you justify charging customers 7k for an out-of-order room?? Good job on ripping off your customers to make money!!