2/10 Dårligt
16. august 2024
Horrible management
I booked this hotel through hotels.com. At check-in I was informed that the hotel pool was still under construction. We needed a pool after a long trip and for relaxation after sightseeing in the summer heat the coming days, so we asked the young woman at check-in if it was possible to check out again to find a different hotel with an open pool. She informed us that it was not their policy, but she called a manager. We talked to the manager on duty - a very nice and helpful lady, who helped us check availability on their sister hotels Home2Suites down the road, and agreed to let us check out again and get a refund through hotels.com. I even received a cancellation mail from the hotel the same day. After a few days I called hotels.com to ask when I would receive the money back, but after they talked to the manager - Ray - at TRU I was told that they would not refund my money. I also tried to call Ray, but he pretty much accused me of lying saying that he didn't know which "manager" I had talked to, and that it wasn't their policy to refund money for late cancellations. So now I am just an unhappy customer stuck between hotels.com who stated on their site that this hotel has a pool, even with a picture of it, who will not refund my money because the manager at TRU will not refund it to them. 360$ is a lot of money for our family, and not a nice way to end a vacation to the US.
Susanne
Susanne, familierejse på 2 nætter
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