Our driver attempted to check in at around 10:00 PM, only to be told by the hotel staff that there was no reservation under his name. Despite having the receipt and itinerary number, the receptionist refused to acknowledge the booking.
We reached out to Hotels.com via live chat, and your team made efforts to resolve the situation with the hotel. Unfortunately, the receptionist was not only unhelpful but also rude and sarcastic throughout the interaction, further complicating the situation. As a result, our driver, due to legal driving hour restrictions, had no other option but to pay £216 for a last-minute emergency hotel room.
Given the circumstances, we expect a full reimbursement of the £216 our driver was forced to pay for the emergency accommodation. Additionally, considering the poor customer service from both the hotel and the lack of resolution despite your team's attempts, we also request appropriate compensation for the inconvenience and distress this has caused.