2/10 - Kém
10 tháng 5, 2019
This is what happened to my family:
- On April 29 when my family arrived at Lakeside Hotel Halong, the hotel owner told me that my booking was cancelled.
- He said that the hotel had been already fully booked at the time I made the reservation on Expedia, but they lost their Expedia account password (or something like that), hence could not prevent customers from booking on this site. As the hotel owner said, the hotel still received booking emails from Expedia and had to call each customer to inform about the cancellation before they arrive at the hotel.
- I asked him why I had not received any notification about this, no phone call, no email, etc. then he checked his email and told me that he did not even receive any email about my booking on Expedia (!?).
- Lakeside Hotel did not assist us in contacting Expedia for an explanation, they made phone calls to a number which is Vietnam representative office of Expedia (as they said) but no one answered. They did not even show their intention to help find a solution or refund us the money, and said that we had to contact Expedia ourselves, they had no responsibility in this situation (!?).
- That was public holiday in Vietnam and Halong city was crowded with tourists. People could barely find any hotel room if they had not made any reservation in advance for months. The hotel did not assist to find another hotel for my family but left us desperate and frustrated.
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