Around 5 PM on 24th July,arrived at the hotel for check-in. To our shock and dismay, the hotel denied the booking, claiming that has not paid them, and therefore, there is no valid booking under our name. They asked to pay in cash directly if he wanted a room.
After hours of waiting, stress, and multiple calls with your customer support team, the hotel eventually provided a room—but it was completely different from what we had booked and what was shown The hotel staff told to "adjust" for now until the booked room is ready.
The current room is not worth even it lacks basic amenities, including lighting in the washroom, and is in stark contrast to the photos and standards promised during booking. The room is in terrible condition—unclean, dark, and clearly neglected. It doesn’t even feel like the room has been cleaned properly in a long time.
We are also genuinely concerned for our health and safety. The air in the room is so musty and unpleasant that we don’t even want to try turning on the AC, fearing it could make us sick. The condition is so unhygienic that breathing in this room feels unsafe, and falling ill or requiring hospital care is a real concern.
This was a carefully chosen property, meant to support a critical business trip for our new startup, with several meetings planned over the next few days. Finding and moving to another hotel at this stage is not only disruptive but extremely difficult.
booked this hotel based on the photos and ratings shown on your app. This experience is not only disappointing but also distressing and unacceptable.
I have attached photos of the current room for your reference. Please compare them with the listing on your platform.