Verified review
4/10 Poor
Caio
15 Mar 2023
Liked: Cleanliness
Disliked: Communication
Not as expected
I’ve been a Gold Member for several years and used one night rewards for the booking for my wife and son, which was listed as “rewards accepted” by the property. At check in, the hotel manager did not accept the rewards booking even after Hotels.com contacted them 3 or 4 times. The manager hang up on every call, as I was told by the Hotels.com associate. My wife had to pay at the check in and was given a room that was in a different building and not at the chalet that was advertised. There was no breakfast, contrary to the site listing. Hotels.com says that the property manager still refuses to credit our rewards back and it seems that there’s a lack of effort by Hotels.com associate to fight for the Gold Member and get the rewards night back. As of now, we lost one rewards night plus the money paid for the stay. I’ve had similar situations in other countries, where Hotels.com managed to solve the problem on the spot with a phone call or refund the rewards night but not this time. Beware of this Chales Sophie Paradise as it is not what’s advertised. The location is great but not the management.
Stayed 1 night in Feb 2023