2/10 Hirveä
Gopal
Matkusti perheen kanssa
13.10.2025
Huonoa: Siisteys ja henkilökunta ja palvelu
Support inadequate for loyal customer
I am writing to express my disappointment regarding the handling of my recent booking at Ibis Strasbourg (scheduled for October 4–6). I cancelled the reservation by calling the hotel and then hotel.com on September 30th, a full three days in advance. I spoke with both the hotel directly and Hotels.com customer service at the time, and was assured by both parties that the message would be conveyed, the booking cancelled, and a full refund issued.
However, despite following all procedures and receiving confirmation that the cancellation request was communicated, I was later informed via email that my refund was denied. This outcome is extremely frustrating, especially given that I have been a Hotels.com member for over 15 years and have always trusted your platform for reliable service.
While I understand if a small cancellation fee applies, denying the full $175 refund is unreasonable under these circumstances. I request that you review this case and issue either a full or partial refund, or at the very least, a Hotels.com credit for the amount.
I have always preferred Hotels.com for its convenience and customer focus, but experiences like this make me reconsider and explore alternatives such as Airbnb, Marriott, or Hilton, which offer more flexible refund policies and loyalty benefits.
Thank you for your attention to this matter. I hope for a fair resolution soon.
Sincerely,
Gopal
Gopal
Yöpyi 2 yötä lokakuussa 2025