I rarely leave negative reviews, but I felt it was important to share my experience. I had booked this property for a trip in early April, but unfortunately, I had to cancel at the very last minute due to an unexpected medical emergency. I was hospitalized and underwent emergency surgery to have my gallbladder removed. It was a terrifying and painful time, and I had Hotels.com reach out to explain the situation and ask for either a refund or a chance to reschedule once I had recovered.
To my deep disappointment, I was met with a complete lack of empathy, understanding, or flexibility. The owner flatly refused to offer any kind of refund or change of dates. I understand that strict cancellation policies exist, but there should always be room for compassion and exceptions in the case of serious medical emergencies. This was not a case of simply changing plans â it was an unavoidable health crisis.
Iâve waited until now to post this review because I needed time to process the entire experience. What hurts most is not just the financial loss, but the cold and dismissive way in which I was treated during a very vulnerable time. Travelers, please be aware that if something completely out of your control happens, donât expect any support or understanding from this host.
Great communication. Very helpful. Everything we needed. Spa was fantastic. Spent most time out and about exploring but was a lovely relaxing place to come back to .