I recently booked a Premium Room at Ibis Styles Tbilisi Center Hotel through your platform. The main reason I selected this room type was due to the private and integrated bathroom layout described on your website: unlike the Standard Room, where the sink is in the bedroom and the toilet and shower are in separate compartments, the Premium Room was shown to have all facilities (sink, toilet, and shower) within a single, enclosed bathroom unit.
Upon check-in, we were given a room that clearly matched the Standard layout. We returned to the front desk and explained that we had booked a Premium Room for this very reason. The staff checked their system and confirmed that our booking was indeed for a Premium Room on their screen. However, they also claimed that all rooms in the hotel are the same and that there is no physical difference between Standard and Premium rooms.
We showed them the room photos and descriptions on the Hotels.com app, which clearly display a difference. In response, they stated that the photos and information on your platform are incorrect, and that they have repeatedly warned Expedia/Hotels.com about this error, but the issue remains unresolved. They also mentioned that they had no other available rooms, so they couldn’t offer any alternative.
This left us with two concerns:
1. Why were we charged a higher rate for a Premium Roo