2/10 Terrible
Eduardo, Puerto Varas
Travelled with partner
4 Nov 2024
Liked: Property conditions & facilities
Disliked: Staff & service
I mistakenly booked the day before to my arrival. I also contacted the hotel multiple times to arrange an airport transfer, which would have raised the confusion on the date, however, I received no response.
When I arrived and asked for help, the staff said they couldn’t assist unless Expedia approved a refund, forcing me to pay for an additional night. Expedia promptly agreed to the refund and tried repeatedly to contact the hotel via phone, email, and even SMS to the manager, but no one responded. I know this because I was on chat with the agent as they attempted to reach the hotel.
Finally, Expedia sent an email confirming the refund (copying me), yet the hotel still ignored it, apparently content with charging me for two nights, even though I only stayed for one.
Very good way for a tiny local operator to damage the Marriott brand.
PD: When I spoke with the front desk, they admitted they hadn’t replied to messages about my transfer because “they don’t check Expedia messages.” Ironically, they had sent me the transfer booking request through Expedia. They acknowledged that responding to my messages could have caught the booking error.
Eduardo
Stayed 1 night in Oct 2024