2/10 Terrible
Verified traveler
Traveled with family
Apr 17, 2025
Ramada Plaza refused to refund my money
I made a reservation through hotels.com for a one night stay at Ramada Plaza Shanghai Pudong Airport and paid for it with my credit card. My card was charged and the hotels.com receipt clearly stated "paid by visa".
When I checked-in at the hotel, I was informed by the check in staff that my stay was not paid for yet. Since it was already midnight at the the time of check-in, I had no choice to pay for the room again.
Afterwards I tried to get a refund for the double payment. However, up until now, my money was not refunded to me.
According to the Hotels.com Support Ramada Plaza Shanghai Pudong Airport informed them that the booking was a no-show, and Ramada Plaza charged Hotels.com for the no-show fee.
Whilte the reply from Ramada Plaza Shanghai was:
It should be the deposit or guarantee money collected by the platform. Please contact the platform for refund. Our hotel has not received any fees from the platform.
Both sides are not communicating and working to solve this problem. I have attached all proof of payment and receipt and sent it to hotels.com and yet they ignored it all. They wanted an official invoice from Ramada Plaza which was not provided by Ramada Plaza. I only received credit card payment slip from Ramada Plaza.
This is a very disappointing experience and is taking up my time trying in getting my money back. Both hotels.com and the Ramada Plaza Shanghai are not taking responsibility for the matter.
Verified traveler
Stayed 1 night in Apr 2025