"I had a really disappointing experience with this hotel and wouldn't recommend it based on how they handled an honest mistake.
On the 28/06: I originally searched for 29 July on Expedia, and the hotel appeared in the search results. However, when I was redirected to Booking.com to complete the reservation, the booking somehow went through for 29 June instead. I didn't notice this until I received an email saying I had been marked as a no-show and would be charged the no-show fee.
As soon as I realised what had happened, I contacted the hotel immediately and explained the situation. I told them I was still planning to stay there on 29 July, but this time I would book directly through Booking.com. I also asked if they would waive the no-show fee given that it was clearly a genuine booking error. I was told over the phone that this would be fine, so I rebooked the correct date in good faith.
The hotel then told me to contact Booking.com because they had taken the payment. Booking.com contacted the hotel to confirm the fee waiver, but then came back and told me the hotel had refused to waive the charge. This completely contradicted what I had been told directly by the hotel. After that, the hotel stopped answering my calls and ignored my attempts to resolve the issue.
It's not the money that bothers me most—it's the principle. I relied on what I was told, rebooked in good faith, and then the hotel went back on their word. I found the whole experience dishonest and unprofessional.
As a result, I cancelled my July booking and chose to stay elsewhere. There are plenty of hotels that value honesty and customer service, and unfortunately this wasn't one of them. Be aware if you book here, as my experience suggests that verbal promises may not be honoured."
