2/10 Terrible
Yuhao
Travelled with partner
3 Nov 2024
Liked: Cleanliness, amenities, property conditions & facilities
The room was great, but if you plan to check in during unstaffed hours, think twice.
We booked via Expedia and paid months in advance. We arrived on a weekend, and the check-in instructions were quite clear but took us almost 10 attempts and multiple devices to get through (Every time we finish the last step, the website redirects us back to the first page). After we completed the check-in process, we were granted access to all common areas (lift, kitchen, etc.), but the hotel system indicated that we hadn’t paid and therefore didn’t have access to our room.
Initially, we thought the system might need more time to load and refresh after we filled in our details, so we sent the hotel a WhatsApp message to seek assistance (we received no response). We couldn’t call, as we were traveling from overseas and our eSIM doesn’t support calling functions.
After a few hours, the system still showed that we needed to pay for the accommodation. At this point, it had been several hours since our arrival. We contacted Expedia for assistance, but they couldn’t reach the hotel either.
We finally realized there was an issue with the hotel’s system and that there was absolutely no other way to access our room unless we paid again. Reluctantly, we paid. We received the room number and e-key instantly.
After we checked out, Expedia contacted the hotel, and they confirmed they had received an extra payment.
I have not received the extra payment refund yet after almost 3 weeks.