Dear Booking.com, I am writing to report a serious issue I experienced with my reservation at Ramada Encore by Wyndham Manila, which I booked through your platform. After a long and exhausting sea journey, I arrived at the hotel extremely tired and sleep-deprived. Even though I had a confirmed reservation, the staff refused to check me in simply because I arrived two hours early. This added unnecessary stress and worsened my fatigue.
After finally being allowed into the room, I was shocked to be accused of smoking in the room, something I absolutely did not do. I was fined 10,000 pesos (₺) without a single piece of evidence—no smoke alarm, no odor, nothing. Despite explaining the situation to the staff, they insisted I pay the fine and would not let me rest until I did. I had to wait hours for a receipt, and when I asked questions, one staff member even shouted at me aggressively. As someone with limited English, I relied on translation apps just to defend myself.
Feeling mistreated and unsafe, I canceled the rest of my reservation and moved to another hotel. Still, I was forced to pay the fine and never received a refund for the unused nights. I later learned that even Booking.com couldn’t reach the hotel, showing how unresponsive and unprofessional their management is.
This entire experience was physically and emotionally draining. I request a full refund of both the unfair penalty and the unused portion of my booking, and I urge Booking.com to re-evaluate this property’s place on your platform. No traveler should go through what I experienced.
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