2/10 - 별로예요
2025년 10월 5일
Stay away
It is an AIRPORT hotel and as such providing shuttle service to the local airport should be a top priority. We booked a room about four months in advance of our stay. Free shuttle service was listed as an amenity. This service was a necessity for us, otherwise we would have booked elsewhere. When we arrived for checkin the person behind the desk informed me that the shuttle service was ‘down’ and not available. I told her I was never informed of this and she responded that the shuttle broke the day before. I requested a refund and she told me that since I had booked through a third party I would have to resolve this through them. I called hotels.com and spoke with an agent who contacted the hotel. He then told me that the manager was only available through email and that it would take some time. Several hours later I received notice from hotels.com that the hotel refused to issue a refund because we had booked with a ‘non-refundable’ reservation. This is unacceptable. When the shuttle went out of service it was the hotel’s responsibility to ensure that either an alternative option was available or authorize refunds to customers who relied on this service. To withhold refunds for cancelled reservations due to problems CAUSED BY THE PROPERTY is outright thievery and unprofessional. The manager at the property hides (understandably) behind his email and is unqualified to deal with the public. Shame on Sonesta Simply Suites for allowing him to remain on their staff.
John
John 님, 1박 여행
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