I had a very disappointing experience with this hotel and, in my opinion, the way the situation was handled was extremely unprofessional.
I made a booking through Trip.com, but due to what appeared to be a booking/system error, the reservation was cancelled after several attempts. The situation became even more frustrating because there were unclear explanations about who was holding my money and who was responsible for the cancellation and refund.
The hotel manager, Ameer Hussain M, told me that Trip.com was lying to me and even suggested that Trip.com was scamming me. He also referred to the hotel having some kind of “backend” system/process. Instead of helping to resolve the issue professionally between the hotel and the booking platform, I was left caught in the middle and unsure which information I could trust.
As a customer, I should not have to act as the middleman between a hotel and a booking platform. If there is a technical or payment issue between the hotel and Trip.com, the hotel should communicate professionally with the platform and provide the customer with a clear explanation and proper documentation.
What disappointed me most was the way the manager communicated with me. Accusing another company of lying or scamming a customer without providing clear evidence is not the level of professionalism I would expect from a hotel manager.
I hope the hotel reviews how this situation was handled and improves its communication with customers. Booking and cancellation issues can happen, but how a hotel handles the problem makes all the difference.
Based on my experience, I would be very cautious about booking this hotel again.
