4/10 Poor
jenny
Traveled with family
2024/4/26
Disliked: Cleanliness, staff & service, property conditions & facilities
I booked an un-refundable room as I thought my trip all confirmed, however I accidentally clicked the wrong date and I realized that after two hours. I immediately contacted Expedia and the hotel, explained the mistake and hope they can refund me and I’ll correct the date and rebook the right date. Expedia was nice and tried to contact the hotel many times but found there always nobody answers to their phones. The hotel finally responded to me in email saying yes I can cancel therefore I rebooked again at this same hotel. However I never receive any emails again about the refund status, so I ask the hotel again, the hotel staff first say they never received the request from Expedia, then they changed stories saying they don’t know how to do the refund from their end and the Canada side has to do the refund. When I provided them with the email screenshot that the hotel staff said yes go ahead to do the cancellation they asked me to provide this person’s last name and first name. I said this is from the hotel general email address and response, there is nobody’s name on it. Then they said they will ask the manager and later on they told me the manager denied the refund. Very unreasonable hotel and manager and I would not book this hotel forever again and I would not recommend this hotel to anyone. Very disappointed! They said yes at the beginning then later on says no. I would not trust this place anymore, there are plenty of hotels nearby I would not come back to this one
jenny
Stayed 1 night in Apr 2024