2/10 Terrible
jeffreykyle
Business traveler
May 10, 2025
Disliked: Cleanliness, staff & service, property conditions & facilities, room comfort
Dear Hotels.com Customer Service,
I hope this message finds you well. I am writing to express my concerns regarding the deposit policies that several hotels implement upon arrival, which I believe should be clearly communicated in your app during the booking process.
Recently, I encountered an unexpected deposit charge at a hotel, which was not indicated in the app prior to my arrival. This situation not only left me feeling frustrated but also gave the impression that such policies could disproportionately affect specific customers. I believe it is crucial for transparency in all charges related to a booking, including deposits, to be represented clearly in the app to ensure fairness and equality for all users.
I understand that many hotels have varying policies, but I feel that having this information readily available would empower customers to make informed decisions and avoid any unwarranted surprises. Clarity regarding fees and charges is essential for maintaining trust and ensuring a positive customer experience.
I appreciate your attention to this matter and hope you will consider implementing these changes to enhance the fairness of your platform. Thank you for your time, and I look forward to your response.
Sincerely,
Freida Thomas
jeffreykyle
Stayed 1 night in May 2025