The worst check-in. I contacted the property few days prior to arrival asking about check-in logistics. I was told the check-in instructions would be given the morning of the arrival day. I did NOT receive any instructions that morning. As I was looking through messages and emails, I found a voicemail from hotels.com earlier that day saying the property management company asking me to pay for cleaning fee before they could give access code to the property. There was NO where in the booking stating there would be a xxx euro cleaning fee. They did not mention the fee until the date of arrival, and after the free cancelation deadline has passed. Then I spent 3 hours trying to get hold of the company to pay the fee so we could access the property. It was already late and we needed a place to stay. I tried sending message via booking app, sending emails, and contacting Hotels.com support for help. The company had an invalid number on file, so Hotels.com support couldn’t get hold of them via phone either. After almost 3 hours and tons of tries, I received the link to pay the cleaning fee and finally got the instruction to access the property. The instructions was very minimal and inaccurate. The WIFI did NOT work. I contacted company again and again for wifi.After two days back and forth, they still didn’t offer any solution. We stayed in the property for three nights without WIFI. I would not have book a place without WIFI to stay three nights when travel oversea.
