Verified
2/10 Terrible
Wern Chi
7 Jun 2025
Disliked: Cleanliness, room comfort, communication
Terrible experience with both Hotels.com and MyKey. I booked a homestay two weeks in advance via Hotels.com for a 4-day stay while my mom was undergoing surgery nearby. Received check-in details and even a video—everything seemed confirmed. But when I arrived at 8PM, I was told *there was no room*.
The staff claimed they had stopped working with Hotels.com and had asked to be removed, but nothing was done. Worst part? No one contacted me to cancel or warn me. I was left stranded late at night with no alternative and zero support. They even admitted this has happened *multiple times before* to 7 other guests last week!
Had to find another place last minute Tried to get a refund at 11PM after a long day. Finding Hotels.com support was a pain, but finally spoke to an agent who failed to reach MyKey. Promised follow-up never came. Had to call again, go through frustrating system, only to be told it’s non-refundable. Called again, MyKey still unreachable. Finally spoke to a supervisor who understood and processed the refund after 3 days of chasing. Totally exhausting.
It’s unacceptable how both companies handled this. Listings that are no longer valid should be taken down immediately. Don’t let more customers suffer like I did.
Wern Chi
Stayed 4 nights in May 2025