2/10 Poor
15 May 2022
They treat Hotel.com bookers as 2nd-class guests
The hotel itself was great. However, I will not return because of service. This is a hotel that because you book through a 3rd party vendor (i.e. Hotels.com) nickel and dime you for everything. For example, I rented two rooms at $400 a night each. As a member of their loyalty program (Marriott Bonvoy) you are supposed to get free Internet service. However, because I booked through Hotels.com, they did not honor it. Next day, I tried to extend the check out from 11 am to 12 noon. They would do one room, but not the second one, which rendered the purpose of extending checkout useless. In general, just felt that because I booked through Hotels.com, they were uninterested to please us. Clearly, they benefit from third-party vendors to get them business - otherwise, they would not use the services. But, if you are then going to begrudge the fact that we book through the third party vendor, you are doing yourself more harm than good. You lost me as a customer, which is a pithy because the hotel itself was good and clearly we were willing to spend the money for $400 a night rooms.
Gabriel, 1-night family trip
Verified Hotels.com guest review