Terrible Customer Service - They Stole My Money
I made a reservation and prepaid for a room. However, when I arrived, I realized I had forgotten my purse at home and didn’t have my physical card with me. Even though the room was fully paid, the staff insisted I needed a physical card to check in.
I explained my situation and asked if they could cancel the reservation instead. They assured me the reservation would be canceled and that I wouldn’t be charged. Unfortunately, when I checked my bank account, I found they had charged me for the room I never used—despite their promises.
I tried contacting the manager several times, explaining the issue, but they refused to help. Even Expedia intervened to request a refund on my behalf, but the hotel still refused.
I feel completely robbed and deeply disappointed. This experience has been frustrating, unprofessional, and unacceptable.