I had a very bad experience that could have been made right … I have travelled the world extensively over the last 50 years and this was one of the worst customer service issues I have ever faced. In the end, the hotel only marginally made the issue right. They should have refunded the premium I paid for what they did not provide!
I wanted, and paid a premium, for a room with a nice view. When I arrived, I found the hotel being restored, and my “view” blocked by the restoration. The hotel realized they had failed to inform me. I had travelled for 24 hours and arrived at 17:00, and decided to work to resolve the next morning. I looked on line, and a internal room was 40pct less than I paid. The hotel only offered me a 20pct discount. But I wanted a view. They offered me a full refund on the remaining three nights, but not a discount on the night I stayed, despite the room not being what I had paid for. So not only did I have to find a new place and move, taking significant time out of my limited vacation days, but I ended up paying a premium for a non premium room.
They said they would process the refund but did not; two days later, I contacted Expedia, and in 10 minutes the refund was processed.
I am due a 40pct refund for the night I stayed. This hotel deserves the lowest rating for failing to meet their commitment.