"I am writing to urgently bring a serious security and customer service issue to your attention.
At approximately 2:00 AM on Thursday, May 28th, I was awakened by someone knocking loudly on my door for a minute, followed by continuous banging for about 10 minutes. I was extremely frightened and immediately called the front desk, but no one answered. Five minutes later, the same individual returned and banged on my door for another 10 minutes.
The next morning at 7:30 AM, I reported this terrifying incident to the duty manager, Vincent F. He made me wait in the lobby for 40 minutes to check the security footage, only to tell me he couldn't find anything because he "accidentally looked at the wrong footage"—which is highly unprofessional given that I clearly stated my room number.
When I returned to the hotel that evening, another staff member, Mallory, gave me a completely conflicting story. She stated that according to Vincent's notes, it was just a DoorDash driver who knocked on the wrong door. It is completely absurd to claim that a delivery driver would violently bang on a door for over 20 minutes at 2:00 AM. I strongly believe the hotel staff is lying to cover up a major security failure and their failure to answer an emergency guest call.
I am requesting that Hotels.com takes the following actions immediately:
1 Issue a full refund for my 4-night stay due to the severe breach of safety protocols and terrible customer service.
2. Provide additional compensation points ."
Change your mindBook hotels with free cancellation
Be pickySearch almost a million properties worldwide
