ZZandoudouMy stay this time was far from smooth. I booked a 17 sqm room, but upon arrival, the hotel said it wasn't available and offered a 13-15 sqm room instead, with no refund for the downgrade – absolutely unheard of! I've only ever known hotels to offer free upgrades when the booked room isn't available, never a downgrade without a refund. I arrived at 12 PM and, after being told my booked room was unavailable, I contacted Trip.com. I was met by 'Xiao Hong,' the most unhelpful customer service agent I've ever encountered. Despite calling multiple times over 5 hours, there was no feedback, and she repeatedly delayed responding, costing me dozens of yuan in call fees. Frustrated, I requested a new agent, and the issue was resolved by a supervisor in less than 15 minutes, finally demonstrating the level of service I expect from Trip.com. As a 16-year Trip.com Diamond member, I choose to book through them over other OTA platforms like ** (removed specific OTA name), even paying a bit more, precisely because of their customer service's ability to handle emergencies. This experience was truly disappointing, though I'm glad the customer service supervisor maintained the usual standard.
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