6/10 Good
Jul 14, 2019
Disappointed in Hotels.com
The Atrium condo #108 was very nice. No complaints about the unit itself at all. It was very clean and well supplied and has been recently updated. My dissatisfaction lies with Hotels.com and the property management company it is rented through. The unit was a reasonable nightly price for a three night summer stay, but in looking at different units available for our time in Breckenridge, I didn't pay as much attention as I should have to the other fees. I booked this unit and then saw that it has an outrageous cleaning fee. I felt sure that there was a mistake - perhaps some kind of coding error. We were only going to be two people in the unit, and for only three nights. I called hotels.com and the agent who answered the phone looked at this charge and agreed that it was very high. She agreed to look into it and call me back. She never did. I called the property management company directly, and they promised to call me back as well but did not. I called hotels.com again, and got an agent who, after listening to my complaint, offered me a $100 coupon, basically to go away. The next time I called hotels.com I asked for a customer service manager, and got nowhere. I have booked through hotels.com quite a bit and I've never seen anything close to the cleaning fee for this unit. I still feel that hotels.com should have some limits on these types of fees. This will be the last time I book anything through your website.
Dixie
Dixie, 3-night trip