Tracy L.
June 15, 2025
I booked a house clearly stated to accommodate five adults, and this was reflected in my booking. However, the system only asked for the names of two guests, so I entered two names. Upon arrival at the reception, I was told I needed to pay an additional $35 per person for the remaining three guests per night, so I paid additional $35x3x2=$210.00. I didn’t have a choice as it’s already dark and chilly cold at Mount Cook on 13 June. It’s dangerous to drive down at 5pm, so we paid.
This was unexpected and disappointing — if the house is meant for five adults, I don’t understand why there’s an extra charge for the full number of guests I originally booked for. It feels misleading and somewhat unethical. I hope the property can clarify this policy and improve the booking process to avoid confusion for future guests.
However, I would like to express the appreciation of Trip.com hotel agent’s help.
