we arrived at the hotel, exhausted after the last day of our holiday trip. We booked this hotel bcz our flight was at 7 am the next day, and the hotel is very near the airport.
However, when we reached the hotel, we were informed by the front desk that they couldn't find our reservation and there's no empty room available at the hotel that night. Their way of processing this matter was extremely unprofessional and inefficient. After almost a whole hour standing at the hotel while the front desk staff was trying to check up our reservation information by our booking confirmation on Hotels.com without proposing a solution, we decided to just give up and book the nearest hotel available to get some rest at least. It was already past 10 pm then.
after we're back, we contacted Hotels.com for refund for both hotels because the incident clearly ruined our last night on holiday. Hotels.com support staff only give us refund for Reddoorz hotel and claim there's nothing else they can do to make it up to us. Being a so-called "Gold member" who's spent over 60 nights booked on this website, my disappoint was beyond words
