4/10 一般般
2025年2月15日
2 Stars,frustrating & unnecessary dispute breakfst
2 Stars ruined by a frustrating dispute re breakfast.
I booked a family room through Hotels.com, which clearly stated breakfast was included for all guests.
However, upon arriving for breakfast on the 1st morning, the staffs insisted that breakfast was only included for adults& we must pay extra for our children.
Despite showing our reservation confirmation stating breakfast was included for all, they refused to honor it.
After a 20-min negot, they begrudgingly provided food vouchers for the children for that day only. When we asked for vouchers for the 2nd day to avoid the same issue, the staff member, Ms. S. DAXX, refused & said she would contact H.com to resolve it the following day. This was incredibly inconvenient as we were on vacation and wanted to minimize delays.
The 2nd day, the same staff, Ms. S. DAXX, was on duty. She claimed Hs.com confirmed we needed to pay for the children's. We explained we didn't receive any communication from H.com. She gave us "that's your biz" attitude. So we had to contact Hs.com via app with virtual agent but cannot solve the issue. Ms. S decided to call Hs.com herself, but it is not hs.com offices hr yet. Instead of offering solutions, Ms. S asked us to wait until the Hs.com office opens an hour later! Not mentioned we had wasted 30min with her. This was completely unacceptable as we were eager to continue our journey. I even pointed out the absurdity of asking guests and children to wait hours for breakfast, but she was unmoved.
JING
JING，2 晚家庭旅遊
Hotels.com 真實旅客評語
