Italy
, Varese 
Jan
Worst experience ever!!!
Wow what a disaster this has been! We booked the room, got a confirmation and drove here all the way from Venice to stay overnight and then to continue another 3h home. Once we got to the hotel, we were told that they had no idea we were coming, and all the rooms were booked out. The owner barely spoke English and just told us that it must have been mistake on the booking website, because he is fully booked. Despite paying, getting the confirmation email and an email from the hotel asking us to let them know of anything extra, we were basically denied entry.
He didn't say anything about refund and didn't really offer any apologies. We had to drive another 4h home, and argue for an hour with a bunch of incompetent customer service at hotels.com to finally being able to get a refund.
The first 3 agents were useless, telling us that because the rate is non refundable we should contact the property directly and have them approve the refund and only if they do, hotels.com could issue a refund.
I would like to add a shout-out to Alfa or Alva, she was awesome processing the refund without problems.
This also decreased our trust in hotels.com, because apparently you can't trust that the room you booked and paid for will be available for you.
p.s. Even if you manage to check in be aware of the mosquitos, we stayed there 10 minutes while trying to sort things out, and were absolutely eaten by the mosquitos. The bites were huge and painful.
He didn't say anything about refund and didn't really offer any apologies. We had to drive another 4h home, and argue for an hour with a bunch of incompetent customer service at hotels.com to finally being able to get a refund.
The first 3 agents were useless, telling us that because the rate is non refundable we should contact the property directly and have them approve the refund and only if they do, hotels.com could issue a refund.
I would like to add a shout-out to Alfa or Alva, she was awesome processing the refund without problems.
This also decreased our trust in hotels.com, because apparently you can't trust that the room you booked and paid for will be available for you.
p.s. Even if you manage to check in be aware of the mosquitos, we stayed there 10 minutes while trying to sort things out, and were absolutely eaten by the mosquitos. The bites were huge and painful.
