We booked this stay in January for a June overnight layover in Warsaw and selected the "pay later" option through Expedia. While we were in the air on our way to Warsaw, the hotel cancelled our reservation because they claimed they could not charge my credit card. This made little sense, as I had selected pay later and my card was working perfectly.
The cancellation occurred just minutes before we arrived, leaving us scrambling to find accommodations after a long day of travel. Expedia still showed the reservation as confirmed and had no record of the cancellation.
The front desk agent was not particularly empathetic and repeatedly said it was Expedia's problem. We were initially told there were no rooms available, yet after several phone calls, a room suddenly became available.
The hotel itself was nice, and the service at the downstairs bar was excellent. However, the check-in experience was incredibly frustrating and overshadowed the stay. Cancelling a reservation while guests are in transit with virtually no notice is unacceptable.
This practice is highly disappointing and leaves travellers with very few options, especially when arriving late at night. Had a room not suddenly become available, we would have been forced to venture into downtown Warsaw to find alternative accommodations, something we specifically booked this hotel to avoid.
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