When booking, I specifically paid extra for breakfast to be included for both mornings of our two-night stay. I also included a note that this was for a birthday celebration. Unfortunately, when we arrived for breakfast on the first morning, the hotel informed us that breakfast was not included in our booking.
I was very clear when making my booking and paid an additional amount for this. However, the hotel denied this and only after I returned to my room, retrieved my laptop, and logged into my Hotels.com account could I prove that breakfast was included. Even then, the hotel staff insisted that “sometimes with Expedia/Hotels.com bookings the breakfast information does not come through.”
This situation caused significant embarrassment and stress. I am five months pregnant and had to leave the breakfast table without eating or drinking in order to resolve this issue. It completely ruined my partner’s birthday morning and spoiled our overall experience at the hotel.
This is unacceptable. I paid for a service that was not honoured at the outset, and the handling of the situation by the hotel caused unnecessary stress and upset.
I am requesting the following:
1. A full investigation into how this error occurred.
2. Confirmation that my booking did indeed include breakfast for two nights.
3. A resolution, including reimbursement and appropriate compensation for the distress and disruption caused.
I trust Hotels.com will take this matter seriously and investigate.