2/10 Terrible
Katrina
30 June 2025
Prepaid reservation canceled without warning
I booked a two-night, prepaid stay (Thursday–Saturday) through Hotels.com. When I arrived Friday night at 10:45 PM after a four-hour drive, I was told my reservation had been canceled because I didn’t check in on Thursday. The hotel staff claimed it was a “no-show” and that I would need to rebook and pay again to stay.
However, the property’s own listing on Hotels.com says:
• “Check-in time ends at anytime”
• “No-shows are subject to a property fee equal to the first night’s rate plus taxes and fees”
Nowhere does it say the full reservation would be canceled or that guests lose their remaining nights with no refund. At minimum, I should have been charged for Thursday and allowed to check in for Friday—especially since the stay was fully prepaid.
Instead, they kept my money and likely resold the room, effectively charging twice for the same space. That’s not just poor communication—it’s unethical and a violation of their stated policies. I can’t say for sure why that was—but as a Black traveler, I’ve learned to pay attention to how I’m treated in moments like this.
Katrina
Stayed 3 nights in Jun 2025