2/10 – Mangelhaft
29. Dez. 2024
Poor Communication
Thought I rented a house 4 months in advance for my family vacation. Two days prior to the reservation I had received NO information about how to access the property by either the owner nor Hotels.com. I did my due diligence & I contacted Storey Lake directly & was told they don’t work with third party businesses for rental, & owners have their own procedures for tenants to access the rental. I tried contacting Hotels.com of course by text & was told I should get a email with instructions. I never received a email. On my first rental day when arriving at the gated community, I was told I was not on “the list”. I contacted Hotels.com from a mile away from the property by only virtual agent (text) because it takes an act of congress to speak to a live person these days. A couple hours later, after futel efforts, I refused an alternate reservation by them & booked a hotel directly on my own. In summary, communication has horrible between the property owner, Hotels.com, & the customer. Checks & balances should’ve been in place to ensure the customer received all the necessary information & confirmed receipt. Also when the necessary information is not received, a recourse should be in place to contact someone directly by phone. The only positive of this experience was the fairly quick refund by Hotel.com.
Troy
Troy, Familienurlaub (3 Nächte)
Von Hotels.com geprüfte Gästebewertung