2/10 (非常に不満)
Jonas
グループ旅行
2019 年 10 月 29 日
気になった点 : スタッフとサービス、施設のコンディションと設備、客室の快適度
DO NOT STAY!! DOUBLE CHARGED, REFUSED TO REFUND!!!
We already paid in cash but the hotel charged us again on our card. I reported it to Hotels.com and they immediately called the hotel. The hotel manager promised to check and get back. He never did what he promised. Hotels.com agents tried to contact the hotel again several times both via phone and email. The hotel ignored answering phone calls or replying to email. After 3 weeks of waiting, I wrote to the hotel manager. He admitted in his email that the hotel really double charged us but it was due to a miscommunication. He said he could not refund directly due to no access to the card detail. He would however contact his bank immediately for help. After a week of waiting, I contacted him again. This time he said the bank would refund on the next work day. After 10 more days of waiting, still no refund. This time I gave him the bank card detail in case his bank has problem with a bank transfer. Since then, he has stopped replying and we still have not received a refund from the hotel. Everything was ok during our stay so we thought the hotel manager and his staffs were decent people. We even gave them tips. Mistake can happen so it is understandable but what upset us most is the hotel manager’s illegal act. He confessed the double charge but openly refuses to refund as if it was legal to just steal money from his clients. This is an act of a thief and liar. DO NOT STAY AT THIS HOTEL OR YOU CAN GET DOUBLE CHARGED WITH NO CHANCE FOR REFUND!!!
Jonas
2019 年 9 月に 4 泊滞在