2/10 Poor
29 Dec 2024
Poor Communication
Thought I rented a house 4 months in advance for my family vacation. Two days prior to the reservation I had received NO information about how to access the property by either the owner nor Hotels.com. I did my due diligence & I contacted Storey Lake directly & was told they don’t work with third party businesses for rental, & owners have their own procedures for tenants to access the rental. I tried contacting Hotels.com of course by text & was told I should get a email with instructions. I never received a email. On my first rental day when arriving at the gated community, I was told I was not on “the list”. I contacted Hotels.com from a mile away from the property by only virtual agent (text) because it takes an act of congress to speak to a live person these days. A couple hours later, after futel efforts, I refused an alternate reservation by them & booked a hotel directly on my own. In summary, communication has horrible between the property owner, Hotels.com, & the customer. Checks & balances should’ve been in place to ensure the customer received all the necessary information & confirmed receipt. Also when the necessary information is not received, a recourse should be in place to contact someone directly by phone. The only positive of this experience was the fairly quick refund by Hotel.com.
Troy
Troy, 3-night family trip
Verified Hotels.com guest review