Steph Ferris

Review of DoubleTree by Hilton LAX

AVOID! I booked knowing there was a possibility th...

AVOID! I booked knowing there was a possibility that I would need to cancel due to US travel restrictions on the UK. I read the Ts&Cs and the updated Coronavirus cancellation policy to ensure that should this happen, I could get a refund.

Unfortunately, I needed to cancel, I called the customer service who cancelled my reservation and said I would get my refund In 14days. A month later, nothing. I called the customer service to chase my refund. The lovely gentleman called the hotel who stated my booking was non-refundable! Once the website policy was explained, the hotel requested proof of why I needed to cancel! Regardless of there being no mention of this in the cancellation policy. The receptionist said I needed to speak to the hotel manger, which I refused. Why should I argue for my refund when I booked on the premise that I can cancel as per their policy.

Ultimately, I had to discuss with the customer relations team who have requested my refund but I now have to wait 7-10days for this to be processed, then wait for a cheque to come via the mail.

Absolutely shameful.