2/10
Unfortunately, I never made it to the hotel I booked. Within minutes of completing the reservation, I realized the property was over 50 miles away from the city I had originally searched for. I’m still not sure how or why your platform presented hotels so far from my intended destination without making the distance clear at checkout.
I immediately attempted to correct the issue, but was met with a frustrating cycle of blame:
• Your customer support team said there was nothing they could do because it was “the hotel’s policy.”
• The hotel, in turn, told me they couldn’t help because the booking was made through you.
The result? I paid for a room I never used—and no one would take responsibility.
It’s especially disappointing that your system offers zero flexibility in cases of honest mistakes, particularly when those mistakes are enabled by the design of your website and then locked in by a rigid no-cancellation policy.
I hope you’ll take this seriously—not only by improving how your platform displays locations relative to user intent, but by reexamining policies that leave customers like me feeling manipulated and ignored.
I’m still hoping for a fair resolution, including a refund for this booking. Please let me know if someone can take a fresh look at this with the customer’s experience in mind.
Sincerely
Shayne
Séjour de 1 nuit