2/10 Terrible
sharon
16 Dec 2025
Disliked: Cleanliness, staff & service, amenities
We had a flight delay
We booked 13th and ended up getting to ams on 14th
So we ended up checking in a day later 14th at 13:00 and stayed to the 14th 18:00 (yes 5 hours)
They charged us late checkout 83.20 euro.
The hotel refused to "move" our stay to 14th-15th night
It is unclear whether the responsibility lies with Hotels.com or with the hotel itself; however, the outcome reflects extremely poorly on both. The hotel’s rigid and inflexible policy is wholly unreasonable and demonstrates a complete lack of customer support, discretion, or basic understanding.
There was no willingness whatsoever to listen to the customer or consider the circumstances, despite this being an innocent and minor mistake.
What should have been a simple resolution instead resulted in hours spent on the phone and chat attempting to obtain assistance, only to be met with indifference and deflection. Ultimately, this unreasonable rigidity forced an additional out-of-pocket expense exceeding $350 for a stay of approximately five hours.
This experience reflects a troubling disregard for customer service and fairness and is unacceptable by any reasonable standard
sharon
Stayed 1 night in Dec 2025