Verified review
2/10 Poor
James
Dec 19, 2023
Unsatisfactory
Unfortunately, we cannot recommend this property. On arrival there was no one on location to receive us. There was no signage, and we had to rely on the profile pictures to know we were at the correct location. The building was shuttered close. Trying the door, it was locked and no one answered the bell. We tried calling the contact number but received only a voice message. After an hour of waiting, we needed to make arrangements at another property. We contacted Hotels.com to inquire about a refund. The agent contacted the property owner who denied the refund as it was a nonrefundable booking. Keep in mind we did not cancel or not show up. We arrived at the property mid-afternoon but could not access the property. After Hotels.com contacted the property owner we did receive an email from the owner stating they were open and ready to receive us. This was after 7:00 pm in the evening. We responded to the email, explaining the situation, and we never heard back from the property owner. Hotels.com has since been unsuccessful contacting the property owner and getting us a refund. We are extremely disappointed with this property owner for holding us responsible to pay for a booking at a property that was ultimately not accesible to us, at no fault of our own.