2/10 Terrible
Verified traveller
Business traveller
20 Feb 2025
Disliked: Cleanliness, room comfort
Unpleasant Stay & Poor Cleanliness
I recently booked an apartment through Hotels.com, and unfortunately, my experience was far from satisfactory. Upon arrival, I encountered several issues that significantly impacted my stay. Firstly, the WiFi code provided was incorrect, and I had to obtain a new one from the guard, which was an unnecessary inconvenience. More concerning, however, was the strong, unpleasant smell throughout the entire apartment. The bedsheets and pillowcases also had an odor, clearly indicating that they had not been changed. This level of cleanliness is unacceptable and falls far below the standards I expected.
Due to these conditions, I decided to stay for only one night and immediately requested to cancel the remainder of my reservation. I reached out to Hotels.com to contact the property manager (RentSmart Constitucion) on my behalf. Initially, I was assured that they would contact the property manager and process the refund. After several email exchanges, I was disappointed to learn that a refund could not be granted. I understand that properties may have strict policies, but I believe Hotels.com should hold payments until issues are resolved, especially when a property fails to meet the standards advertised on their platform.
Verified traveller
Stayed 6 nights in Feb 2025