Verified
2/10 Poor
13 Apr 2026
This was absolutely the worst experience I have ever had. The customer service was completely unacceptable. When I arrived, the room was completely empty. There were no sheets, no pillows, no towels, no trash cans, no toilet paper, nothing at all. It felt like walking into an unfurnished apartment rather than a hotel room.
To make things worse, it seemed like no one was even aware that I was supposed to be staying there. The room was not properly prepared or cleaned, and I was unable to get any assistance. My calls went unanswered, and there was no sense of urgency or care from anyone involved.
I was not given a fob key, so I could not properly access or move around the property, which made the situation even more stressful. I felt completely stuck with no support.
Imagine arriving somewhere expecting a place to rest, only to find no bed sheets, no blanket, no pillow, no towels, no trash can, no basic essentials at all. Anyone would feel uncomfortable, frustrated, and honestly unsafe in that situation. That is exactly what I experienced.
What made this experience truly unacceptable was the lack of accountability. There was no apology, no concern, and no refund offered. It was extremely frustrating and honestly very distressing. This was not just a bad stay, it was a complete failure
I would strongly advise anyone to never use Hotels.com. They will not help you when something goes wrong, and you are left to deal with the situation completely on your own!
Racquelle
Racquelle, 2-night trip