I booked a room at 7pm and my flight was delayed. I arrived at midnight and the receptionist said there were no rooms available, saying there were insects and cockroaches, and that I couldn't call the guests (because I was on the plane). 😀
So why couldn't I call them or send them an email or any message to notify me? There was absolutely no action to help customers find other accommodation, the service quality was so bad it couldn't be worse.
Then I wanted to ask the receptionist to send an email or anything to confirm that they canceled my room and I didn't stay (but had paid for 2 rooms in advance), but they also refused to support me, saying that the customer had to contact the app to report it. At that time, I called the hotline but checked the app and saw that support was only available until 10pm, so I could only call the hotline on T+1.
Please help me with the refund. Also consider limiting transactions with partners like this.
I really hope my sharing is useful and no one gets into a similar situation.