After an initial successful trip to a destination, our second experience with the service was highly disappointing. In a recent city, we were given a hotel room that clearly fell short of the booked standard: it appeared to be unused for a long time, lacked natural light, faced a grim inner courtyard filled with trash, and had an unpleasant smell. The standard room we expected was only available for an additional fee, which was not part of our agreement. Reaching out to the support team via messaging did not yield any solutions, and their service ended around 7:00 p.m. local time, leaving us without help. The hotel manager was unhelpful, and it felt like the subpar room allocation was a tactic to extract extra payment. That evening, we had no choice but to leave the hotel with our luggage and find a suitable accommodation on our own, which met the quality we initially anticipated from our booking. The service has denied our request for reimbursement for the hotel portion. We waited three months before sharing this review to allow ample time for resolution or a refund. To this day, we have received no response from the company. A voucher for a future trip is not a viable solution for us, as we will not be using this service again. It seems that hotel selections are based solely on online reviews, with no personal inspections conducted. We are baffled by how this particular hotel managed to receive its rating.
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