Hotels.com Semeli Hotel Closed and Unsafe Alternative Offered
I made a prepaid reservation via Hotels.com for Semeli Hotel, located in the center of Athens, for the dates 6–9 September. When I arrived in Athens and went to the hotel, I learned from the notice on the door that the hotel had been closed and was no longer operating. During this entire process I was not informed in any way that the hotel had shut down, and I had to wait on the streets of an unfamiliar city with my luggage for about 5 hours. After waiting approximately 5 hours and contacting Hotels.com around 15 times both via the app and by phone, I was told that they would arrange a 4-star hotel for me. Since I was in a foreign country and urgently needed accommodation, I accepted this offer. However, when I went to the place they said they had arranged, I saw that it was not a hotel, but an ordinary apartment flat located in an area where theft incidents occur and where I later learned my personal safety could be at risk. When I stated that I did not want to stay under such conditions and contacted Hotels.com again to ask them to arrange a safe and proper hotel for me, they stalled me for another 6–7 hours by phone and through the app, and in the end they informed me that they could not offer any solution. As a result of all this, despite the fact that I remained on the street until midnight on the day of my reservation and could not find a hotel at the last minute, they only offered a refund, which trivializes the extent of the hardship I experienced. It is unacceptable that they caused this situation by keeping a closed hotel active on their system and then presenting an unsafe apartment as if it were a hotel alternative. Through my reservation record with itinerary number 72079212863775, I request a full refund of the amount I paid, as well as additional compensation for the hardship I suffered. I also ask that the necessary investigation be carried out regarding this process so that similar situations do not occur in the future, and that I be provided with a written explanation.
Hello, We are contacting you regarding your reservation number 72079212863775 (Finders Top Floor Apartments). We apologize for the inconvenience. In order to find a solution together, please get in touch with us by phone. We have created a record on your behalf regarding this matter: 6ac6287baf7946575e385970 Sincerely, Celeste Oliveira Hotels.com Customer Service
They told me to call the number they gave to resolve my complaint, and after calling and being kept on the phone for 30 minutes, they said nothing would be done. We had specifically chosen a hotel opposite the police station with a reception, yet they sold us a closed hotel and, after 8–9 hours of effort and waiting on the street, our grievance was not resolved. The reason is that, despite us stating that we wanted to stay in a hotel with a reception, they offered us an apartment (arb*b) on a street without security, frequented by thieves (hırsı*) and drug users (uyu*turuncu). Because we were abroad and had never known this place, when we pointed this out to the representative on the phone, they told us not to worry, saying the hotel was four‑star. However, as I mentioned above, the “four‑star hotel” they referred to was actually a very unsafe neighborhood’s arb*b house. Now they say, “Give us a refund, you pay the rest, find another hotel yourself; there is nothing else we can do.” What kind of situation is this? According to consumer protection law, the consumer has optional rights when the sold product does not meet the promised standards, and even though I chose a replacement, I am not being helped. If my problem is not resolved, I will pursue every possible legal avenue.
