2/10 Terrible
Josian, Los Angeles
Traveled with family
17 November 2024
Disliked: Cleanliness, staff & service, amenities
Inflexible Policy Punishes Honest Mistake - Avoid This Hotel!
Unreasonable Reservation Policy:
My 75-year-old mother booked a room at your hotel 7 months in advance for our recent trip. Unfortunately, due to a simple date confusion (a very common mistake, especially for older folks), she accidentally booked for the day of our flight (which leaves close to midnight), while we were arriving on the day after.
We contacted the hotel well in advance (a few hours after booking, 7 months in advance), kindly explaining the situation and requesting to change the reservation for the following night. Disappointingly, despite the abundant availability of rooms at the same rate on the desired date, the hotel refused to budge on the original reservation.
This lack of flexibility resulted in us losing our entire pre-paid reservation, which feels like a harsh penalty for a genuine mistake, especially considering the advanced notice and readily available room on the intended date.
While I understand reservation policies are important, there needs to be room for reasonable adjustments, especially for honest mistakes.
This experience raises a red flag for potential guests. If you value customer service and flexibility, I would strongly advise considering alternate hotels that prioritize understanding over rigid policies.
We tried communicating with the hotel later, multiple times, to see if they would hold the reservation past midnight, they never responded. We had to book another.
Josian
Stayed 1 night in Nov 2024