2/10 Terrible
Danyelle
20 Sept 2024
Disliked: Cleanliness, staff & service, amenities, property conditions & facilities
I was stranded in Amsterdam airport with a 2 year old extremely late at night and booked the Ibis via expedia to stay.
When the booking came through it had booked dates 2 weeks later. I contacted Expedia immediately who contacted the hotel. The hotel advised they were fully booked and were unable to refund the booking on the basis it was non-refundable. There had clearly been an error on the app, I specifically chose that evening to stay and as I intended to get an uber straight there, a non refundable option would not of been a problem.
Unfortunately, Expedia has contacted the hotel several times for a refund as this was not my fault and surely certain allowances could be made in exceptional circumstances and they refuse to do anything. Expedia advise me only the hotel can authorise the refund.
Additionally, I have reached out to Ibis myself and have had no response. Their customer service is non existent. I am a single mother, who like most people in the current climate, cant afford to be £100 down but unfortunately they just dont care.
It's very disappointing customer service and the lack of empathy is astounding! I think Ibis should be ashamed of themselves.
Danyelle
Stayed 1 night in Sep 2024