We booked an apartment in Hanoi through Hotels.com. When we arrived at Spring Home Ha Noi the host informed us that they do not cooperate with Hotels.com and had no record of our reservation. We were therefore denied check-in and had to find another hotel late in the evening, which was significantly more expensive.
After contacting Hotels.com, it took many emails and hours before they finally refunded the original booking. However, they refused to reimburse the additional costs we incurred due to their booking failure.
Even more concerning, Hotels.com later informed us that there had been illegal activity connected to our reservation and that our personal information (name, phone number, email and travel details) may have been exposed.
Overall a very stressful experience during our trip and disappointing customer service when trying to resolve the issue. The case is still ongoing, since Hotels.com refuses to reimburse our additional costs. The case will therefore be handed over to European Consumer Centre when we return home.
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