Subject: Formal Complaint – Misleading Listing and Unacceptable Hotel Conditions
My recent experience with a hotel booked through Hotels.com was the worst I’ve ever had. Upon arrival, it was horrific to walk in from the street and see a disturbing scene. The atmosphere was unsettling and completely different from what was advertised.
Inside the reception area, the situation was equally bad—poor hygiene, a foul smell, and an overall unsafe feeling. When we proceeded to the room, we were shocked. The room was filthy, unclean, completely untidy, and the odor was unbearable. It was so bad that we could not even step inside. The conditions were far from acceptable and in complete contrast to the photos and description on the Hotels.com listing.
We immediately refused to stay and booked another hotel, but Hotels.com still enforced a cancellation policy and refused to refund our payment. I find it unacceptable that such a hotel is listed on your platform, and that customers are penalized despite being misled.
This experience has severely damaged my trust in Hotels.com, and I urge you to investigate this listing and reconsider your policies regarding refunds in cases of false advertising and unsanitary conditions.
