Guest User
May 20, 2024
I booked a hotel for two nights (5/11~5/13), but I needed to cancel the second night because of a change in my schedule. There was an option on the Ctrip APP to check out early and get a refund for the second night, so I followed the APP prompts to check out one day in advance and changed my flight. When I checked in at the hotel that day, I made it clear that I would only stay for one night. The hotel front desk manager asked me to check in first and then contact Ctrip to let Ctrip communicate with the hotel. But later Ctrip told the hotel that it was unwilling to refund the room fee because I had already checked in.
My question is: Regardless of the agreement between Ctrip and the hotel, the user chose to check out early according to the Ctrip APP prompts, checked in first according to the hotel's instructions, and finally the room fee could not be refunded. Why should the user bear the loss?
Ctrip customer service called me many times, and the result was that they complained that I checked in first (it was the hotel front desk manager who asked me to check in first and then communicated with Ctrip). Because my flight itinerary had changed, I checked out and left Singapore at 11 am on 5/12, and the hotel also told Ctrip that I stayed for two days.
This is the first time I have encountered such a bad service and experience. From now on, I will never use Ctrip or stay in this hotel again.
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