Verified review
2/10 Poor
Stephane
Jul 14, 2024
I felt robbed and dissapointed
I arrived just after midnight after a very long trip (over 8 hours). When I arrived nobody was there to meet me, and no prior communication was made
After I called the contact number listed, they told me that my room was not ready because of some water damage issue. In fact they canceled my reservation without even informing me prior to my arrival.
Around 1:00 AM (My wife and I are very tired, we do not speak Spanish, and this is our first visit to Peru) the lady said she reserved another room for us, but not in the same location, about 10 minutes away.
When we arrived there the replacement apartment looked like somebody’s local house. the apartment was smelly, with dirty sheets, and partially in disrepair. Absolutely nothing like the luxury apartment I booked with Hotel.com
I was very upset, I told them I would leave in the morning (in a few hours, since it was very late and not able to make other last minutes arrangement)
I asked for a full refund, but they refused even though it was totally their fault. They only agreed to reimburse 75% of my pre paid booking, under the pretext that they provided a replacement.
I was very disappointed, I felt abused for all the hassle they caused me and my wife, and felt robbed. If they had replaced my canceled apartment with something comparable at least I would understand, but not being compensated for their mistake and charging full fare for a night at a sub-par replacement felt insulting.
