Verified review
8/10 Very good
Kevin
Mar 4, 2019
Very Good Hotel; Bad Hotels.com Reservation System
The hotel and the staff are very good. They do a good job of taking care of you and making you comfortable.
The problem is that we made a paid & guaranteed reservation and when we arrived they had no record of the reservation. We had to find a different hotel because they were fully booked. That place did not work out and we had to find yet another hotel, which again did not work out because it was located next to a very loud lounge at night. We ended up back at the Dream Palace a few days later and they did a good job of making up for our problems.
The problem is there appears to be a Hotels.com office or representative or agent in Uganda, and the reservation problems occurred at this office. There was a miscommunication between the hotel and this office or agent. Nathan the manager at Dream Palace did a good job of making sure we were taken care of, but this should never have happened.
As a result of this problem (and we had the same problem at the hotel we booked for the week before in Kisumu Kenya), we will not be using hotels.com any more.