Hotels21 Reviews 24

Dear Sir/Madam,

I wish to file a formal complaint against Hotels21 regarding reservation number R6404764807 and the way my case has been handled.

Immediately after making my reservation for InterContinental Warsaw, I realized that I had accidentally booked the wrong month. I contacted Hotels21 without delay and requested either a date change or a refund. I also made it clear that I was willing to pay any difference in price required for the correct dates.

Over the following days, I repeatedly contacted Hotels21 by email and telephone. However, it took six days before I was informed that my request had allegedly been refused. During this time, I was left waiting without clear information while my travel dates were approaching. The delay caused considerable stress and uncertainty and prevented me from making alternative arrangements for my trip.

What makes this situation particularly concerning is that the messages I received from the hotel did not indicate that my request had been either accepted or refused. On the contrary, the communication suggested that any modifications should be handled through the booking agencies. Despite this, Hotels21 later informed me that the request had been denied and stated that the decision had been made by an individual identified as “Front Desk Anna” at InterContinental Warsaw.

To date, I have not received any direct confirmation from the hotel regarding this alleged decision, nor has Hotels21 provided evidence that my requests were properly submitted to the hotel. I have been given contradictory information throughout the process and have been unable to determine who actually made the decision to deny my request.

If the request was always going to be rejected, I do not understand why I had to wait six days while being led to believe that the matter was still under consideration. These unnecessary delays and the lack of transparency caused significant inconvenience, stress, and delayed my ability to secure alternative accommodation.

Furthermore, many of my phone calls have gone unanswered, and despite my repeated attempts to obtain clarification, I have not received a clear and consistent explanation regarding the handling of my case.

I believe consumers are entitled to timely, accurate, and transparent communication. I am deeply disappointed by the manner in which my case has been handled and am concerned that I have been provided with misleading and contradictory information.

I respectfully request:

* A full investigation into the handling of my case.
* Written confirmation of who specifically denied my refund and date change requests.
* Evidence that my requests were properly communicated to the hotel.
* Confirmation that the refusal was indeed made by “Front Desk Anna” or another authorized representative of the hotel.
* Reconsideration of my request, taking into account that I contacted Hotels21 immediately after making the booking and was willing to pay any difference in price.

Should this matter remain unresolved, I reserve the right to escalate my complaint further through consumer protection authorities, my card provider, and public review platforms.

I trust that this complaint will be taken seriously and that a fair resolution can be reached.

Yours faithfully,

Melis Bicen

Reservation Number: R6404764807
Case Number: CN07400066

Fue fácil y rápido

Facile à utiliser interface très conviviale j’ai procédé à ma réservation rapidement et reçu ma confirmation de suite.

Easy booking process and rates were reasonable

Brilliant service! Thank you

Best hotel in Surabaya

Every body is friendly and room very clean and comfortable

Una experiencia muy agradable. Se lo recomiendo a todos.
El hotel, las habitaciones, el parqueo, el personal… todo estaba en orden.

VERY NICE FOR COMFORTABLE SLEEPING

Importante ficar claro que o valor é vinculado ao dolar

Very quick and easy
I would recommend to all this is a very clean and friendly place to stay

Ofereceu condições que não encontrei em outros sites. Inclusive enquanto alguns sites não disponibilizavam vagas para o hotel que eu queria, o hotel 21 conseguiu. Tudo muito rápido e simples.

Great stay and helpful staff

Everything is good thank you

Rececionista muito bom, quarto super limpo, um ponto que acho que poderia melhorar, poderia ser entregue uma toalha .

Booked a hotel with free cancellation and when I received my booking confirmation, the booking said there was a 30% cancellation fee. Had a screenshot of the booking that said free cancellation but the company still didn’t accept the booking was free cancellation and are refusing to refund the full amount

Scam. When I got to the hotel they had my name but no reservation or payment. Absurd and humiliating. I had to pay again!