Anonymous User
December 3, 2024
I needed to extend my stay, so booked one additional night in the morning. Returned late and presented my booking conformation to hotel reception. They said they not have the booking, I asked them to help call trip.com. They refused to help in anyway. I requested to let me stay the night, and hold my passport for security but again refused. The booking was non refundable. I got onto trip.com CS chat in the app, the girl who helped was fantastic, she cancelled the booking for me and was lucky enough to hang on to the room keys which still allowed me access to the room to get my luggage. I booked another hotel for another 4 nights.
The morning g after I received an email about my booking from hotel I’m guessing the email was delayed by booking agent, no fault of trip.com or myself.
The hotel certainly does not understand the meaning of customer service