下载App
旅行
账户
Rich S
Avoid at ALL COSTS _ especially booking through Booking.com, terrible communication -
Bristol Aztec Spa的点评
点评：Worse possible experience -
Booked through Booking.com, for a two night stay, once booked got an email from Booking.com, asking me if I wanted to pay more to use the pool - I honestly thought it was included, as the Hotel is called Aztec Hotel and Spa, but apparently not.
1) Got in touch with the hotel - number not going through so emailed them
2) informed via email from the hotel that they cannot deal with third parties - and I would have to contact Booking.com
3) Eventually got through to Booking.com, who informed me that it clearly says in the small print buried in the details that the hotel pool and spa is an extra charge.
4) They said that they could not authorise a refund without talking to the venue.
5) They tried to talk to the venue, but venue wasn’t answering their phone or replying to emails.
6) got an email saying that Booking.com and the Hotel had agreed to cancel the booking free of charge.
7) went online to my bank account later that day to find that booking.com had taken the full amount of money, after confirming that the booking was cancelled.
8) Presently trying to get my money back from Booking.com
Avoid this hotel at all costs, you cannot speak to a real person, they pass the buck like nobodies business, they don’t work well with their third parties and together they take money from you even after cancelling the room - terrible terrible terrible customer service.
Booked through Booking.com, for a two night stay, once booked got an email from Booking.com, asking me if I wanted to pay more to use the pool - I honestly thought it was included, as the Hotel is called Aztec Hotel and Spa, but apparently not.
1) Got in touch with the hotel - number not going through so emailed them
2) informed via email from the hotel that they cannot deal with third parties - and I would have to contact Booking.com
3) Eventually got through to Booking.com, who informed me that it clearly says in the small print buried in the details that the hotel pool and spa is an extra charge.
4) They said that they could not authorise a refund without talking to the venue.
5) They tried to talk to the venue, but venue wasn’t answering their phone or replying to emails.
6) got an email saying that Booking.com and the Hotel had agreed to cancel the booking free of charge.
7) went online to my bank account later that day to find that booking.com had taken the full amount of money, after confirming that the booking was cancelled.
8) Presently trying to get my money back from Booking.com
Avoid this hotel at all costs, you cannot speak to a real person, they pass the buck like nobodies business, they don’t work well with their third parties and together they take money from you even after cancelling the room - terrible terrible terrible customer service.
翻译：最糟糕的体验 -
通过 Booking.com 预订了两晚，预订后收到了 Booking.com 的邮件，询问我是否需要额外付费才能使用泳池——说实话，我以为泳池包含在内，因为这家酒店叫 Aztec Hotel and Spa，但显然没有。
1) 联系了酒店，电话打不通，所以发了邮件。
2) 酒店邮件告知，他们无法与第三方合作，我必须联系 Booking.com。
3) 最终联系到了 Booking.com，他们告诉我，在隐藏在细节中的小字里，清楚地写明了酒店泳池和水疗中心需要额外收费。
4) 他们说，如果不与酒店沟通，他们无法授权退款。
5) 他们尝试联系酒店，但酒店既不接电话，也不回复邮件。
6) 收到一封邮件，说 Booking.com 和酒店已经同意免费取消预订。
7) 当天晚些时候，我上网查看了我的银行账户，发现在确认预订已取消后，booking.com 已经扣走了我全部的钱。
8) 我现在正试图从 Booking.com 拿回我的钱。
无论如何，别住这家酒店，你根本没法和真人沟通，他们总是推卸责任，跟第三方合作不顺畅，而且即使你取消了房间，他们还会合谋从你那里扣钱——糟糕的客户服务，糟糕的服务。
通过 Booking.com 预订了两晚，预订后收到了 Booking.com 的邮件，询问我是否需要额外付费才能使用泳池——说实话，我以为泳池包含在内，因为这家酒店叫 Aztec Hotel and Spa，但显然没有。
1) 联系了酒店，电话打不通，所以发了邮件。
2) 酒店邮件告知，他们无法与第三方合作，我必须联系 Booking.com。
3) 最终联系到了 Booking.com，他们告诉我，在隐藏在细节中的小字里，清楚地写明了酒店泳池和水疗中心需要额外收费。
4) 他们说，如果不与酒店沟通，他们无法授权退款。
5) 他们尝试联系酒店，但酒店既不接电话，也不回复邮件。
6) 收到一封邮件，说 Booking.com 和酒店已经同意免费取消预订。
7) 当天晚些时候，我上网查看了我的银行账户，发现在确认预订已取消后，booking.com 已经扣走了我全部的钱。
8) 我现在正试图从 Booking.com 拿回我的钱。
无论如何，别住这家酒店，你根本没法和真人沟通，他们总是推卸责任，跟第三方合作不顺畅，而且即使你取消了房间，他们还会合谋从你那里扣钱——糟糕的客户服务，糟糕的服务。
© 2025 Tripadvisor 版权所有。
部分照片由 VFM Leonardo 提供。
TripAdvisor公司对外部网站的内容一概不负责。优惠价格中不含税和其他费用。
ICP证：沪B2-20200433
沪ICP备20013175号
沪公网安备31010502005427号鹰程信息技术（上海）有限公司
