I am a regular international traveler and have stayed at multiple Hilton properties globally—this was by far one of the worst experiences.
I had prepaid for a 5-night stay at a premium rate. The property was in poor condition—under maintenance, rooms with a foul smell, and overall substandard upkeep. Despite this, I stayed for 3 nights due to time constraints.
I then checked out early and did not use the remaining 2 nights. I was assured by hotel staff that this would be resolved when I returned, which is why I vacated the room. Had I been told otherwise, I would have continued using the room I had already paid for.
I even returned for one night and requested a simple adjustment—accommodate one night from the unused stay and I was willing to forgo the other. Instead, I was made to pay additionally, while still receiving no refund for the 2 unused nights.
The coordination between the hotel and Hotels.com was equally poor. Each blamed the other for non-response. After repeated follow-ups, they finally connected—only to deny the refund. I was left stranded with this decision on the day I returned, when I could have easily booked a better hotel had this been communicated earlier.
To add to this, I was told they would “check cameras” to verify my movement—completely unacceptable.
This reflects poorly not just on the hotel but also on Hotels.com.
I request:
* Refund for the 2 unused nights
* A written apology from both the hotel and Hotels.com
Aparcamiento (gratis)