During our stay, a gas alarm went off late at night.
When we contacted the property’s support team, they claimed without any inspection that there was no gas leak. They incorrectly said it was a smoke alarm, falsely accused us of smoking in the property (which we had not done), and shockingly advised us to unplug the alarm and go back to bed.
Despite sending a photo of the alarm and repeatedly trying to contact them for clarification, they ignored our calls and failed to provide meaningful assistance. Although they said someone from the gas company would come to inspect, they never told us when, leaving us completely in the dark.
Instead of addressing our genuine safety concerns—our priority being to sleep safely with our children—they repeatedly implied we were only seeking a refund, which was entirely false. This dismissive, reckless, and unprofessional response to a life-threatening situation forced us to leave the property for our safety.
Fortunately, Hotels.com helped us secure safer accommodations, but this experience was deeply stressful and unacceptable.
