My experience with the platform was disappointing, not due to the hotel itself, but because of the handling of customer support. During an active stay, we contacted them with specific questions regarding guest safety and the accuracy of the property description, as well as an additional charge that was not clearly explained. While they initially responded to neutral inquiries, communication effectively stopped once we raised safety concerns. Despite repeated follow-ups and a declared response timeframe, we did not receive a clear written position on these issues. Instead, we received automated messages asking for information we had already provided multiple times, which gave the impression of procedural delay rather than resolution. For a platform that claims to be a trusted intermediary, the lack of transparency and timely responses regarding guest safety and unexpected charges is concerning. This experience showed that when issues become sensitive, customer support may prioritize risk avoidance over clear communication.
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