2/10 Terrible
Ziyu
Travelled with group
18 Jan 2025
Disliked: Cleanliness, staff & service, amenities, property conditions & facilities
I recently booked a Deluxe room at your hotel, paid in full, and arrived expecting the room I reserved. However, upon check-in, I was placed in a smaller room on the 3rd floor without any prior notification. This room is clearly $20 less than the Deluxe room I originally paid for. I requested either to be moved to the correct room or to receive the $20 price difference as a refund. Shockingly, your staff suggested I cancel my reservation and rebook for the smaller room, even though I had already checked in, and it’s not possible to cancel the reservation on Expedia after I check in.
This is completely unacceptable. If you had informed me before my arrival that my reserved room was unavailable, I would have had the option to cancel or adjust my booking. Instead, you allowed someone to extend their stay in the room I booked and expected me to settle for a smaller room at the same price.
I paid for a Deluxe room, and I expect either the room I reserved or a proper refund for the price difference. Your team’s explanation about waiting to see the price difference you received is irrelevant and makes no sense. I paid $20 more for a better room, and I should not have to bear the consequences of your mismanagement.
This experience has been incredibly disappointing, and your approach to resolving it is far from professional.