2/10 糟糕
真实旅客
与家人出行
2019 年 2 月 12 日
不满意：清洁度、员工和服务、住宿条件和设施
I thought we were supposed to stay in a villa with hotel services as described in your website.However,Our nightmare began when check in at the A18 villa.Instead of checking in at the hotel reception,a guy came over to the villa and claimed that he is hired by the owner of the villa.He said they are not part of the hotel group and manage this villa by their own,we did not have rights to enjoy any of the hotel services.The villa itself was totally different from what I have seen from the pictures of your website.The whole villa was lack of maintenance and full of dirt,even spider webs!Totally not acceptable.I called Expedia hotline to reflect the problem immediately.Your staff said they can't do anything regarding our issue because the owner refused to have refund or change another villa for us.We were helpless.I suggested to your hotline staff that we were willing to pay extra fee for another accommodation.But the answer was negative due full house of the villa during Tet holiday.We felt disappointed and angry.I believe your website is reliable with good reputation.I was so regret to book through Expedia which couldn't offer any assistance when we need help!I negotiated with the Vietnamese representative all by my own using google translate.The representative named Mr Ngo claimed that they have already gave us what we had booked.Thus,no refund no cancellation and no accommodation change!He asked some cleaners to have a little clean up of the villa and went away.
真实旅客
2019 年 2 月入住 2 晚