First of all, the address registered in the app, the location of the reception, and the actual accommodation are all different. Without knowing this, I attempted online check-in after receiving an online check-in email, but it kept failing, possibly due to a website error. I sent a message through Hotels.com stating that I couldn’t check in online, but received no response. Eventually, I arrived at the accommodation listed in the app at 20:55, just 5 minutes before the check-in time of 21:00. However, since the reception was at a different location, I couldn’t check in. After several attempts, I finally succeeded in checking in online at around 21:07.
Then, the accommodation suddenly charged me an unexpected deposit of 200 euros and additional fees totaling 63 euros. Among these, 40 euros were for a late check-in fee, which I find unreasonable. I was only 7 minutes late for the online check-in, and their website was not functioning earlier in the day. I even made an inquiry to which they did not respond, yet they are charging me this fee. I have been trying to communicate through WhatsApp, but after the initial response, they stopped checking my messages after I complained.
Without prior notice, I stayed in a 60 euro accommodation but ended up paying an additional 263 euros. Out of this, the only refundable amount is 200 euros, and I have no idea when I will receive it. This is a terrible experience, and I plan to lodge a strong complaint with Hotels.com about this matter.
