Worst service ever. 😕 We were denied entry to the room we already paid for two nights because the hotel claimed we didn’t complete their online check-in. They said they sent three emails, but all were through the Trip.com app chat, not to my personal email. When we arrived at 4:45 pm, they said reception was already closed. Check-in was only allowed from 2 pm and will be closed at 4 pm on that day, which means we had just two hours to check in. That is ridiculous.
If the hotel only gives guests two hours to check in, they should call or message us directly, or update the check-in policy clearly on Trip.com. Hiding it in app emails is misleading. Nothing in those emails said we would be completely refused entry if we didn’t fill in their form. Calling us was the best way to communicate not just sending some email in chat box of trip.com application.
The staff talked to us like it was all our fault. They didn’t try to help or give any way to get the key. They could have easily provided self check-in, left the key in a locker, or found another solution. I’ve stayed in more than 50 hotels and never been treated like this anywhere.
They refused to refund us and didn’t offer any help at all. So we lost our 388 aud for nothing and no sincere apology. But thank u for trip.com that they tried their best to talked with the manager to give us a cancellation refund and got refused many times by the hotel. 🥲
Do not book this hotel. Terrible service, rude attitude, and zero responsibility.
