Before I even arrived at the hotel, I received an email stating that the front desk had attempted to charge my card for one night’s stay plus tax. Since I had already prepaid for my three-night stay, I was confused and concerned about why I was being charged again.
I immediately called the hotel and was told they could not locate my reservation and that the property was already sold out. I then contacted Hotels.com customer service, and they reached out to the hotel on my behalf. At that point, the hotel claimed they were simply attempting to charge a deposit.
However, the email I received clearly stated that the charge was for one night plus tax — not a deposit. I even provided a copy of the email for clarification, yet it was implied that I had misunderstood the message. When I called the hotel again, I was told that deposits are actually charged at the hotel upon arrival, which only added to my confusion as to why I had received the email in the first place. I was ultimately told there had been a miscommunication.
The entire experience was stressful and frustrating, especially before my stay had even begun. Due to the confusion, lack of clear communication, and unnecessary anxiety caused, I would not choose to stay here again nor would I recommend this property to others.