I normally won't go out of my way to write a bad review. However, I had a bad experience with this hotel from the planning, arrival, and stay. When I thought it was over, I had to wait over half a month to receive a refund after being double charged. trip.com attempted to reach a manager, but the manager not being available whenever they called.
I planned my work trip and communicated extensively with hotel staff to make them aware of my travel situation and I needed to make any changes to my original booking. I was told that everything would be ready for my arrival and there was no need to alter my original booking. I wanted that reassurance before my booking became "non-refundable". I called the day of my booking to remind them of my situation and I was told they were aware, and everything still looked good.
On my morning arrival, I was told my booking had been canceled even though I had communicated with the hotel staff that night and they took my payment info for incidentals and also verified everything was still good for my arrival in the morning. My room was no longer available, I had no reservation, and I was also told I couldn't be put in a room that fit my necessities, because other reservations had priority over mine. I was not happy, but since I only had a couple of hours before my first work event, I needed to have a room and took what was available.
The hotel attempted to make another reservation, but they made a mistake with my checkout date and had to call in between my free time to make sure I had a place to stay. Someone fixed it and apologized.
Another pain point was that the breakfast area was not replenished.
When I checked out, I noticed I got an invoice from the hotel which is standard. I went to my last conference day. It wasn't until later that day on my way home that I realized I had been charged again.
This is where the most dreadful experience happened. I was fortunate and prepared enough to have everything documented and this made it easier for the internal communication between trip.com and this hotel to show that this was a mistake on the hotel. However, it still took many hours of calls, emails, and constant pushing to try and make sure I was refunded. Trip.com struggled for multiple days to be able to reach a manager and for that manager to finally approve the refund.
This was my worst experience with any hotel I've ever had. As a customer who did their due diligence to prepare and communicate, it is frustrating when a business falls short and then fails to resolve the issues committed on their end in a reasonable and timely manner.
