2/10 Poor
30 July 2019
My family and I arrived for our reservation at about 6pm only to be told by the guy at the front desk that our price from Expedia was “too low” and that the price is usually about $135/night (which is NOT true if you check their online prices). We were polite and insisted that we have a reservation at the lower price. We stayed about 30 minutes trying to get the guy to honor the price but in the end, he TURNED US AWAY. My spouse and kids and I had to crash at a relative’s house due to the late time (and I have NEVER had a hotel not honor a reservation. My son slept on their living room floor that evening. We were all appalled and upset. It was only after I complained to Expedia (Expedia’s customer service was great) and after Expedia addressed the issue with the hotel that the hotel reached out to us the via email to offer us another room at the previously-agreed upon reservation rate and a free night. They claimed their computer was down (they never mentioned that when they turned us away). My family and I lost trust in this hotel and felt there was a lack of integrity from the staff. No way would we stay there. I can only imagine what would have happened if my spouse didn’t speak mandarin (he was the only one who is bilingual) and if we didn’t have family nearby. My children were very upset about suddenly not having a place to stay for the evening on their first night in Luodong. The front desk guy didn’t seem to care. Terrible situation. Terrible overall.
Tracy
Tracy, 7-night family trip
Verified Expedia guest review
