"There was an incident during my stay that I reported to the hotel staff. I was advised to contact Hotels.com regarding a refund and was assured that a note would be added to my file to confirm what had happened.
However, when Hotels.com followed up with the hotel, I was told they were unable to obtain confirmation of the incident. I even provided the name of the staff member I spoke with, Mel, but the issue still could not be verified.
I prefer not to share the details of the incident publicly, as I do not want this review to have an unnecessarily negative impact on the hotel. That said, I was disappointed by how the situation was handled. My main concern is that the follow-up and support I was promised never materialized."
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