6 May 2019
Worst customer service of my life
We had a terrible misfortune with this hotel, and the owner/manager was incredibly rude when everything that happened was a result of her mistake. We had booked two nights here, and ended up needing move our dates up a day. I made the change on hotels.com and everything was confirmed months in advance. We drove to this remote area in the Atlas Mountains, arrived at check in and were told they had us arriving the following night and that they didn't have a room for us tonight. I explained to the owner that I had changed the booking and it was all confirmed months prior. She was immediately combative and hostile and told me that was "impossible." I had the confirmation email to send her, but she refused to see it and instead yelled at me about how she never received the change of dates so it's not her problem. I KNOW she was notified by hotels.com and just didn't stay on top of her bookings because I was a hotel manager myself and we used hotels.com! She said she wasn't going to help us and we had to find another hotel to stay at. In disbelief, I told her and the man behind the counter that this was unacceptable and they needed to find us somewhere to stay. After arguing and arguing, they finally agreed to house us at another hotel. We arrived to find that the hotel was sub-par from the one we had booked, with no hot water, poor wifi, and no restaurant. The treatment by the manager at Tatfi was like nothing I have experienced in my travels, and I warn others to stay away.
Emily, 2-night romance trip
Verified Hotels.com guest review