We were disappointed as soon as we arrived at Hotel Europa, walking from the taxi through marijuana smoke to the front door, which was already locked at 7.30pm. On reaching our room we decided to move to another hotel due to the overall musty smell, basic cleanliness & facilities - these fell far short of the description of the room on Hotels.com.
We advised the receptionist of our decision to leave & she was most annoyed. We told her that we understood the hotel's cancellation policy "that any change after 11.59pm the previous day would incur the first night's charge plus fees & taxes". We asked that she cancel the remaining three nights of our four night stay, & refund us the difference, but she refused.
I contacted Hotels.com via chat, however, they were apparently unable to contact the hotel's management & obtain a refund for the remaining three nights. Hotels.com subsequently informed us that there would be no refund.
I replied to the Hotels.com email outlining that our refund request was in line with Hotel Europa's own cancellation policy & requesting a review of our case - I'm still awaiting a response 3 days later.
MOST DISAPPOINTED WITH BOTH HOTEL EUROPA & HOTELS.COM - POOR CUSTOMER SERVICE ALL ROUND!!👎☹️