Guest User
September 18, 2023
This is the worst experience I've ever had so far in my travelling life. I arrived the hotel around 10pm, which is still within the standard check-in time in the booking confirmation. Yet there was no one at the reception to help me check-in!
I called their contact number and no one answered. Some guests at the lobby tried to help and brainstorm but no one had clue what to do.
At the end, I had to leave the hotel and looked for another place to stay in this late evening, which was a waste of my time, money and energy.
I wrote to Trip.com and requested their help for the refund for several times. The hotel simply replied: "no refund for cancellation", "no refund because their hotel staffs were not 24/24 available" And "the client should be able to find the emergency number on the reception table"
My point is:
- The reality is, I have called the number I could find yet no one answered.
- If the hotel does not have staffs to help clients at certain hours, they should have listed all the information (including the emergency contact, check-in hours) in the Terms & Conditions and in the booking confirmation. Otherwise, some hotels just leave the keys at a safe place and inform customers where to access. This is totally irresponsible.
I hope no one will ever go through the same experience with me. Literally I will never recommend this hotel to anyone because of their very irresponsible attitude and honestly speaking I feel they don't care about their clients at all.
