6/10 Good
Jan 5, 2025
Good and bad
As a Gold member on Hotels.com, I expected the advertised benefit of a complimentary room upgrade (subject to availability). I confirmed that an upgrade was indeed available during my stay, but I was informed it would require an additional fee. I declined the offer, as this undermines the promise of a “complimentary” benefit.
I factored this perk into my decision when booking, so it’s disappointing that it wasn’t honored as expected. Hotels.com should review and clarify the advertised conditions for Gold member benefits to ensure customers can make fully informed decisions.
That said, the hotel itself, while somewhat dated, was comfortable and conveniently located near all amenities.
Charmayne
Charmayne, 2-night trip
Verified Hotels.com guest review