We booked Santos Hotel
Nov 1 to Nov 3 2023
There was a fire, with smoke, late at night. The whole building was evacuated, with guests standing outside waiting for hours, some in pajama. The hotel had to ask every guest to cancel their stay and leave. Since then, we've been waiting for our refund. I contacted Hotels.com as well, and they told me it would take 1 week to process and that was 2 months ago and no refund yet.
Hotels.com could care less that a room they sold caught on fire and they did nothing proactively to take care of the customers. i had to find another hotel that night myself, paid for it, and didn't ask hotels.com to reimburse me for incidentals. I just want my refund for the room in the hotel that caught on fire and we didn't stay in.