I booked hotel Taylor back May or June this year because I saw the review is very good, after I booked the room and read the room description, I realized they didn't mention anything about AC, so I called booking.com right away and ask them if there is AC in the room, they said NO. So I asked them if I can cancel the booking, they said it is non-refundable booking; I know I made mistake at that time, so I ask them if I can upgrade to any AC room, the booking.com agent said they has superior room which has AC, then I ask the agent to call the hotel and upgrade my booking. After a while, the agent said they have upgraded my hotel room (see below), booking.com update that on their app and email too, so I think everything is ok. However I do notice they only charged me the original price, so I thought the upgrade maybe paid on site.
Then my nightmare story starts from Aug 5th 2018, when we tried to checked-in the hotel, the lady said they cannot upgrade us since there is no room available, I said I have the confirmation from booking.com since May, and she said she noticed the issue since May and called booking.com, I said that is between you and booking.com, no one ever talked to me, I asked her is there any room with AC and she said NO. Then I said can you please call booking,com and sort it out? She called the booking and I also called, after long waiting, she got booking first. Maybe some conversation is in French, I didn't get much what they talked about, but I do remember I heard sounds booking said we called your hotel and your hotel said yes, the lady said I don't recall that. End of the conversation, the lady gave me 2 options, now she said the room actually have portable AC (don't know why she said no before), we can take a look, if we don't like it, we can go to another hotel. My wife and my son checked the room, they are not happy about AC installation (some gap between AC and window, I didn't get in), since we are not happy with the hotel already, so we take the second option. I confirmed with both hotel that I don't need worry about payment, only need pay city tax.
On Aug 7th, new hotel told me Hotel Taylor thought it is a mistake, I have to pay this hotel too. So my wife and I went to Hotel Taylor and asked why, one gentleman said now they understand the situation and they will paid to our new hotel, however I need pay the upgrade fee, even I didn't stay in that room, I think it is fare for them to pay that, so I agreed with that. At the same time, my wife asked the gentleman again why they realized the issue in May and cannot solve it, he said the lady we talked on August 5th only worked in hotel for one month, there is no way she can know that! Apparently one of these people is lying. In the evening, I received email from Hotel Taylor and asked me to pay the bill, so I went there next day and paid the money they asked for to a different lady, then I asked her what this money is for, she said it is the different between Hotel Taylor and new hotel. I said every time I am here I heard different story, not sure who is telling me the truth, I am not happy with the result, I will ask booking.com to investigate, she said OK.
When I came back, I noticed Hotel Moris charged my credit for the stay too, I called them and ask why, they said hotel Taylor doesn't want to pay them and have to charge me. I am not sure if it is leagal, hotel Taylor release my credit card info to other hotel without letting me know! Finally I got the refund from hotel Moris, Hotel Taylor also said they will refund me the extra money I paid, but later on they changed their mind again and say the email is another mistake. read more