My experience was absolutely terrible. I had originally planned to stay for four nights, but my plans changed unexpectedly, and I needed to leave for another city earlier. So, on my second day, I requested to change my booking to three nights. The platform showed that the hotel was processing it, but there was no response for several hours. I called customer service, and they said they had emailed and called the hotel but couldn't get through. I personally spoke with the hotel front desk, and they confirmed that an early checkout was possible. However, since it was a third-party booking, they told me I needed to contact the third party to email the hotel. That's when both sides started playing the blame game, either saying they hadn't received the email or that their calls hadn't gone through. I went back and forth between customer service and the front desk several times, wasting so much time and effort. This dragged on until the very last minute on my third day, just as I was about to check out for my flight. Only then did the hotel claim to have seen the email and said they would process it immediately. But there were many people checking in at the time, and I couldn't wait for the outcome. By the time I was already in Los Angeles, I received a message saying the hotel had refused the early checkout. I was speechless. I strongly suspect that either the hotel, the platform, or the so-called intermediary supplier pocketed over 6,000 RMB in room fees. I will never book with this hotel again, nor will I use Trip.com to book hotels. Avoid at all costs!
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