Anna
I arrived later in the day on a dark road to a dark villa behind a locked gate. When my driver phoned the property, the manager stated the hotel had no record of my reservation and seemed to not be aware of the hotels.com platform at all. Concerned about this lapse when I had a confirmed, paid reservation, I no longer felt secure and proceeded to find alternative accommodation in town. The hotel first refused to issue me a refund, instead shifting the blame to a “miscommunication” with my driver. At no point did they attempt to contact me directly nor did they respond to multiple attempts from hotels.com to contact them. Ultimately, after a long day of back-and-forth, the hotel accepted responsibility over the lost booking, stating it was no problem to issue a refund. However, two days out they appear to have ghosted me when following up on my refund status. Avoid avoid avoid and save your money.
