8/10 (とても良い)
2024年2月8日
Fitzroy team super helpful, let down by Hotels.com
The Fitzroy team were great, and property a nice place and conveniently located.
We needed to check in early (our fault!) and Grace and the team at Fitzroy went out of their way to help, solved this completely for us, and kept us informed throughout.
Thames Water then let the property down with a major water outage over night: while the Fitzroy team were really helpful there was nothing they could do.
We then contacted the Hotels.com team who were the complete opposite of helpful.
We urgently needed support to find alternative accommodation and the Hotels.com team said they would help us and then ABANDONED us.
Really grateful to the Fitzroy team, and very disappointed and frustrated with the Hotels.com team. Eventually this was put right by an escalation team at Expedia, almost a week later.
Hotels.com you need to do a lot better.
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