I booked a room 3 months in advance and messaged the hotel to confirm I’d booked the room with the in-room jetted tub. They confirmed. Great, because I only chose that hotel for the in-room tub. Fast forward to when I arrived, and I was given keys to a room with no in-room tub and not even a tub in the bathroom. Ok, mistakes happen.
I went to the front desk to let them know about the mix up, and I was met with the most condescending and gaslighty front desk person. She talked over me to tell me that I didn’t book the in-room tub room, I didn’t message the hotel, and the room I was given had a bathroom tub—none of which is true.
It was so rude and so bizarre, to lie about easily proven, objective facts, and to try to make it sound like I was in the wrong. I got frustrated and walked away.
All they needed to say was, “I’m sorry, there’s been a mistake. I wish there was something we could do.” Then I’d be fine, it’d be over. But to not listen to me, acknowledge the issue, or ask how to make it right? That’s hospitality 101.
I paid for a room I didn’t get. But 5 days later, still no news on a refund from hotels.com.
