2/10 Poor
14 Jan 2025
Let Me Save You From a Nightmare - Don't Stay Here
By far the most atrocious/ terrible experience we have ever had.
Our family of 5, booked a 3-bdrm condo here, because they offered 3 queen-size beds. This was important to us. Upon check-in, we were advised by staff that our unit was not available. We were offered 2 separate condos (3-bedrooms total but NOT 3 queen-size beds). Not ideal but no choice.
Never during our stay did they ask for payment.
Upon check out, we were given the OK. We also received an e-mail the same day confirming successful check-out.
FIVE days after check-out, after we had returned to our home country, I received an unexpected message on WhatsAp suggesting that we didn't pay for our stay. I responded that payment and CC info was submitted though Hotels.com and I would review my CC statement for the charge.
In the following days, I received multiple phone calls daily - some at 3:00 - 4:00 am. While attempting to sort out with the CC, I also contacted Hotels.com to assist with the situation because I did not want to engage with the unknown source.
As of January 13, 2025, they has posted photos of my MINOR 8 year old daughter on public Facebook forums (who knows where else) as well as photos of my passport and personal info accusing us of "defrauding" and "embezzling".
This has put my family in danger of identity theft and threatens the safety of my child and family members..
Hotels.com should not condone this behavior. Authorities will be contacted to escalate.
Mai
Mai, 3-night family trip
Verified Hotels.com guest review
