2/10 Poor
2 May 2018
Paid hotel 3 months ago but no room available
We arrived at pousada jasmim with confirmed and paid for reservations since 3 months ago. They told us there was no room available and told us to go to a different hotel. I heard of overbooking for an airline but never knew this was possible in a hotel. We asked to speak to a manager and this was not possible as we didn't agree with an alternative offered 1km further out of the centre. We asked if we could call hotels.com but they refused. To make matters worse we than had to make a very expensive international call to hotels.com and found out pousada jasmim had lied to them and said we accepted to be relocated to another hotel. Clearly this was not the case. Luckily hotels.com had a good customer service and offered us an alternative and a credit for a next booking. My advice would be to never book with pousada jasmim if you don't want to risk sleeping on the street, and terrible customer service!
Kai
Verified Hotels.com guest review
