Worst experience I have had in my entire life. I am a Hospitality by profession and have never had Such an Experience before. I had a GUARANTEED booking by Hotel.com. I arrived to the Hotel at around 2330 with my wife and 3 kids to find that I had no reservation. The Hotel is located between mountains, no city around and not even road lights. The reception with not even a single word of English kept telling me no booking, go go. I showed him my booking yet said, no booking, cancel and go. I was traumatised for a minute. Not knowing what to do. Despite paying the booking in full in advance, I was not offered what I paid for yet, let homeless in the middle of nowhere. Couldn’t get help from Hotel.com. I had to roam around to find a room to accommodate us at a higher rate since it was a walk-in rate. I wasn’t offered any help and all what I got was an email to call for an alternative after 2 days. How ridiculous is that? They expect me to be hanging out there until I get help. Do not book the Hotel. The staff were very very rude and didn’t offer any help. In fact, they were just wanted me to leave the property. They still kept their inventory open on bookings platform but will not honor any booking. I don’t know who to blame but the experience from both the Hotel and Hotel.com was extremely unacceptable and horrible the least to say. I am still waiting for my refund which will take another 10 business days subject to hotel approval. How pathetic is that.

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It was not up to the commitment, they charged for big room with river view balcony, but they cheat, and give us a very small room with no view.

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