2/10 Dårligt
13. februar 2025
Extremely Disappointing Customer Service
We booked a stay at Hides Hotel from February 9th to February 14th but were physically unable to reach Cairns due to severe flooding. Despite multiple attempts, including two bus journeys and a flight, all of which were cancelled due to the extreme weather, the hotel has refused to offer any form of refund or even a partial credit. Their reasoning? The flooding is “not their responsibility.”
While we understand that we booked a non-refundable rate, good customer service is about more than just policies—it’s about fairness and basic decency. The hotel incurred no expenses on our stay since we were never able to check in, yet they insist on keeping the full amount. To make matters worse, when we reached out to discuss the situation, we were met with a dismissive and condescending response, telling us we should “plan our trips better” as if we could predict a natural disaster.
This experience has shown us that Hides Hotel cares more about taking customers’ money than about providing fair and reasonable service. We will never book here again and strongly advise others to think twice before doing so. If you value customer service, flexibility, and understanding, look elsewhere.
Noah
Noah, rejse på 1 nat
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