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Customer reviews 2
P
penny
Australia
awful website and customer service
The site kept glitching again and again and during booking I couldn't see what the room was like. I thought I chose a room with two double beds but because the site was glitchy it switched back to the king-size bed during booking. I tried to change my stay, emailed them, and still haven't heard back. Now I'm lost my money and I can't work out how to contact anyone. I had emergency surgery 9/26 and couldn't make the trip. I got in touch with customer service and got no response. Your website is awful and I booked the wrong hotel by mistake and now you're not helping me. I'm trying to change my arrival date and I'm being given the runaround. They're billing me over $1,000 for 1 night! Now they aren't answering my emails about changing this. Awful website... If you're doing business in the United States, make the site easier to use here. It's really shady and tough to use, and the response was awful.
S
Shona
United Kingdom
hidden fees and booking issues
The site was simple to use, but what bothered me was that the price shown wasn't what I paid. It showed the room rate, and then showed what I would have to pay, and I expected extra taxes. Then at checkout they added more fees. So instead of the original $430, I paid $504.18, plus another $59.48. Are 31% taxes and fees typical? When we got to the hotel, only one of our two rooms had been booked. They said your company handles the booking. Luckily, the hotel had a room that needed repairs, so we were able to stay. The listing never mentioned a shared bathroom, which is a big difference that should be clear. It didn't include the resort fees or parking fees when we made the booking, a nice $75 on top of the price. I chose the wrong thing and I couldn't reach anyone to change it. There should be a refund policy because things happen when you don't expect them. And if you aren't told there's a 3rd party that appears out of nowhere, you think it looks good, so you choose it. That's unfair to people like us on a fixed income.