Karen ch
August 1, 2025
I booked two nights for three people.
However, one of the guests needed to cancel their second night. I tried to make this change through Trip.com, but was unable to reach the hotel directly
using an internet phone system through Trip.com.
So I contacted Trip.com via chat, and they said they needed to request the change from the hotel, but they didn’t receive any response.
To change the reservation from two nights to one night, the hotel’s approval was required.
When I arrived at the hotel, the front desk clerk said “no problem,” so I thought it could be handled easily. However, it turned out he didn’t have the authority to make the change. I had to wait until the manager came the next day. When I finally spoke to the manager, the check-in and check-out lines were long, so I had to wait again.
When I met the manager, he hadn’t checked any emails or messages from Trip.com and told me that since I had already checked in, nothing could be changed.
I explained that I had requested the change before check-in, but he kept saying they couldn’t do anything and that only Trip.com could handle it since I paid through them.
Throughout the process, the manager seemed more concerned about what other guests might think than actually helping me. I wasn’t even making a fuss, but he seemed worried someone might overhear.
I kept trying to explain that Trip.com was waiting for the hotel’s approval, but he wouldn’t listen but he insisted there was nothing he could do, and that Trip.com would need to handle it. So I kept calling Trip.com. They told me they had been repeatedly trying to contact the hotel, but still received no response.
Eventually, I was informed that the hotel officially rejected the change, and no refund would be given for the second night.
Even before receiving the disapproval, I had asked for it many times and explained the situation repeatedly.
I wasn’t asking to cancel the entire booking or for all guests—just one night out of the total six nights.
The hotel was fully aware of my request, yet they still rejected the change.
Honestly, it’s quite frustrating.
It took a lot of time and effort just to receive that just final decision.
Getting that final reply took a lot of time and effort. I even used up my roaming data in the process.
If the clerk had told me clearly from the beginning that it would be difficult, I wouldn’t have gone through all that trouble.
The communication with both staff members was difficult—they just repeated set phrases and didn’t respond to my actual questions.
Most importantly, the hotel ultimately refused to approve the change despite being aware of my request.
If they had accepted it, all the effort and time spent would have at least been worthwhile.
Additionally, I found hair in the bathroom—the cleanliness wasn’t great either.
