8/10 - Rất tốt
18 tháng 2, 2025
Nice Hotel With Poor Customer Service
I booked this hotel back in December, just in case the Eagles won the Super Bowl. I wanted to be at a hotel on Broad Street in Philadelphia, so my kids and I could attend the parade. I booked multiple nights because I didn't know when the parade would be. Once the parade date was set, I tried to cancel the nights I didn't need. Long story short: neither the hotel nor Hotels.com could do a partial cancellation of my reservation, and they both kept pointing the finger at each other. I was told that I could only cancel the whole reservation and then I'd lose the room for the night I needed. So I ended up paying for 2 extra nights that I did not need/want. The staff at the hotel could not give me a straight answer about anything. When I asked why I wasn't given a room facing Broad Street after I had paid extra for a "city view" room, the employee at the desk gave me 4 different excuses before I just gave up. They also kept telling me to call down in the morning for a late check-out, and then when I did, they said they weren't offering late check-outs. That's fine, but why not just tell me that the first time?? They just said anything and everything to appease me and buy themselves time, without actually addressing my issues. The hotel was in a great location and was clean and comfortable, but the customer service at the hotel and in their corporate office was non-existent. Our stay was fine, but I would not want to deal with them again.
Marie
Marie, nghỉ 3 đêm cùng gia đình
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