Natura Vista

I booked this hotel at the beginning, and received a check-in notice from trip.com the day before check-in, but I did not receive a change notice from trip.com until 4:00 pm on the day of check-in, saying that there is no four-person family in the annex building apartment I booked room, told me to check into another hotel far away, then I got the same email at 5:00pm and 8:00pm. In the Philippines, I bought two different phone cards, but there was no Internet, so I couldn’t receive the phone call and email notification of the change when I checked in at 4:22 in the afternoon. The hotel said that our room was sold out and arranged for another two rooms For us, the quality of the room is very poor, and there is a room with bunk beds. We did not agree to check in and asked for a refund. The manager refused because she said that she had notified trip.com, and there were quarrels during the process. We felt cheated , almost called the police, and when there was no telephone network and the hotel refused to refund, we had to stay in another nearby hotel arranged by the hotel. The quality was also poor, but there was no other way, because there was no other nearby The hotel is gone, and we don’t have the internet to find other hotels and call cars. After all, it was raining at that time, and we were dragging so much luggage. We were unfamiliar with life, and it was getting dark again. There were two elderly people among the four of us, so I was worried. Public security issues, so I was really helpless and very angry. After returning to Hong Kong, I called trip.com. The customer service was very irresponsible at first, but after I said I would complain to the Consumer Council, I admitted that it was all trip.com's own fault, not the hotel's. In fact, it is no wonder that the hotel manager is so angry, because she has already notified trip.com. In fact, the service attitude of the waiters in this hotel and the nearby hotel where I finally stayed is also very good. It’s just that trip.com sent me a check-in confirmation the day before check-in, can I change the guest’s hotel temporarily? If the guest's hotel is changed, can the guest be notified after the check-in time has elapsed? 4:00pm, 5:00pm, and 8:00pm change email notifications, does that make sense? It's just like a notification, which was later used by the customer service as an excuse to help us as much as possible. Then why didn't you inform us earlier when you received the notice from the hotel earlier? Since the hotel notified trip.com early in the morning that the room was sold out, why did trip.com send me a confirmation email the night before check-in? There are many tourists, young and old, and the family is out of town. You suddenly change the hotel of the hotel, and the itinerary of the hotel is also affected. If there is any loss (such as loss of time or loss of work), who will bear it? If our family, young and old, encountered any danger or accident while we were forced to transfer to a hotel, who should be responsible? Trip.com changed our hotel, who should be responsible for the transportation? I hope that the staff and customer service of trip.com will consider the helplessness of passengers in other places and take more responsibility. I also hope that trip.com can provide effective guidance and training to the staff and hire some more responsible staff and customer service.