2/10 Terrible
Joshua
Jun 25, 2025
Disliked: Staff & service
I booked a room through Hotels.com due to a flood at my home, only to be turned away upon arrival because I live within a 60-mile radius of the hotel. This policy was never disclosed during the booking process. When I contacted Hotels.com for help, I was told they needed to get approval to issue a refund — despite the fact that I was denied check-in.
I understand that hotels may have certain policies, but this one should be clearly stated before completing a reservation. I’m still unclear on what living nearby has to do with booking a room during an emergency. Travelers should be aware of this restriction, especially if they are seeking temporary lodging in a crisis. Very disappointing and stressful during an already difficult situation.
Joshua
Stayed 1 night in Jun 2025