LilygardenZH
October 6, 2024
I was very dissatisfied with the service of Ctrip this time, because this hotel should actually be considered a homestay. Ctrip did not clearly mark on the order page that some rooms do not have bathrooms. This time I took my 70-year-old mother out for a trip, because I wanted to feel the atmosphere of the local people's life in the old days and wanted a bigger room, so I specially booked a triple room in this hotel. Unexpectedly, the room type I booked did not have a private bathroom, and the room was on the third floor while the bathroom was on the first floor. This is absolutely unacceptable for a 70-year-old man with knee problems. The hotel's rooms with bathrooms were full. At that time, I immediately contacted Ctrip customer service to request a refund and rebook other hotels. After waiting for more than an hour, the reply I got was that the overseas agent did not agree to cancel this booking for free, and the customer service supervisor had to wait patiently before replying to me! In order not to waste 3 days of room fees and not let my 70-year-old mother wait endlessly with her suitcase, we could only accept the hotel receptionist's suggestion to go to another homestay nearby with a private bathroom on the first floor and need to add 50 Malaysian ringgits a day! The Ctrip service manager called us half an hour after we checked in. After understanding the situation, he agreed to compensate the room rate difference and apologized, but to be honest, I was no longer in the mood to listen to the apology! Regarding this type of room, the B&B receptionist told us that they clearly stated on other platforms that this room type is not suitable for the elderly. However, after understanding the situation and making my mother and I wait for an hour and a half, Ctrip refused to cancel the order for free. This service attitude and handling method will be a factor that I will carefully consider when choosing a platform to book a hotel in the future!
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