4/10 Malo
Mariela
18 ene. 2026
Le gustó: Limpieza y condiciones de la propiedad
No le gustó: Servicio y personal
Terrible customer experience
I booked and prepaid my stay through Hotels.com. Upon arrival at Hotel de Montaña Suria, I was told they had not received the payment and that I had to pay again at check-in in order to receive the room keys. I arrived late at night after a car crash, exhausted and just needing rest, so I paid again on the spot.
The next morning, I checked my credit card and confirmed that both Hotels.com and Hotel de Montaña Suria charged me for the same room — a clear double charge.
When I raised the issue, Ariel, the front desk manager, told me I had to request the reimbursement directly from the online platform. However, Hotels.com requires an invoice from the hotel as proof of the second payment. Until today, I have not received any invoice from the hotel, making it impossible to process the refund.
In over 13 years of using Hotels.com, this is the first time I’ve ever had a problem like this.
While the property itself is very nice, the lack of coordination, accountability, and post-stay support resulted in a terrible customer experience.
I strongly recommend considering other lodging options to avoid similar issues or not using Hotels.com for booking.
Mariela
Se hospedó 1 noche en diciembre de 2025
