We did not have chance to stay at this hotel, though we paid in full at the time we reserved 1 month before. I usually cross-checked my hotel booking with comments/reviews from Trip Advisor. However, this is one of those that I didnt have chance to do it (and I regretted it) because of the last minute Visa aplication which requires confirmed hotel bookings.
We were refused to check in on the date of our booking (16 Apr '10), because according to the hotel manager that the agent we used (Expedia) did not inform him about our confirmed booking??? And yet my credit card had been charged in full by the agent for the night we (should have) stayed there. Despite our arguments, we were sent around to 2-3 addresses until we found a hotel on the other side of train station, and we lost 3 hours of our precious time (out of less than 24 hour time we planned to spend in Florence) dragging our big luggages around the town.
What really concerned us is that there is no way for us/client to know where exactly this booking mishap had happened? Had Expedia really forgot to confirm/fax the Hotel (like what the hotel manager claimed)? I tried to call Expedia (an international call to US from Italy using my mobile of Indonesia number), and after 10 minutes I could not see any solution I just hung up. Upon returning from the trip I complained to Expedia, and the answer was just a plain apology and a promise to bring this issue within the hotel management??? What a solution!!! I dont see this as a good measure (from Expedia) to leave it up to the hotel management, as it clearly sent a message that Expedia did not feel the mistake/mishap was on it's part (same as the hotel mgmt). In this kind of situation, client always on the loosing side. We lost our precious time, we lost our patience, not to mention the anger and frustration being ping-ponged around for 3 hours!! I just dont want this to happen again to anyone.
Renaldi Satari - Indonesia
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