Melissa T.
We had a very frustrating experience before the stay, and I’d strongly advise booking somewhere else. I first reserved a stay for my family and got a message asking me to update my credit card within 24 hours. I did it promptly, but the hotel cancelled the reservation anyway. I booked the same dates again, received the same request, and updated the payment details using a different card. That booking was cancelled too. Hotels.com confirmed that my account was in good standing and my cards were valid. They also said the hotel shouldn’t have tried to charge me because I’d selected “pay at hotel.” Hotels.com contacted the property directly, and I followed up by email, but the hotel cancelled the booking again with the same explanation. The communication was rude and unhelpful throughout. The property also appears to have changed its name several times, which made me question its consistency and reliability. I travel often and have used Hotels.com many times, but I’ve never run into anything like this. After all the cancellations and repeated card requests, I wouldn’t trust that a room would be there when arriving with my family. The lack of professionalism is a major concern. One star only because there’s no zero-star option.
