Kaiman Hotel (Luoyang Railway Station)

We checked in, went to the room and decided to leave and go to a different hotel. The room had ants crawling on the floor, when we lifted the duvet - there was 1 dead ant. There was also a used tissue on the floor next to bed. The room on the photos is clearly photoshopped to look better than it is in real life. In reality, it is very old and run down. Location is also in a dodgy part of Luyoang, next to the train station for non speedy trains. When we told staff that we’re leaving via a translator on the phone (due to no English), they told us it’s okay and that we needed to contact Trip.com to get our money back. When I did so, Trip.com contacted the hotel to confirm this information and the hotel refused to refund our money back. I had to contact customer service, who phoned the hotel directly. The hotel owner then agreed to only refund 70% of the stay. I think this is extremely poor from both hotel and Trip.com, since customers must be protected from situations like this. The hotel kept saying that they “cannot refund money due to the request being out of the cancellation period”. This practically means they can give you a trashy room and you won’t even get your money back. After a long back and forth with Trip.com customer service agents, they offered the remainder of 30% in Trip coins. I had to agree, as otherwise would’ve lost my money. To note - the room cost was around 400 yuans, due to it being a national holiday. Sadly I have no photos of the room, as we spent 5 mins there only, trying to find another hotel to book before going back to reception…

It was located in front of the metro station, so a good location. However, when it comes to night because of the lack of soundproof walls, it was a challenge to sleep.