I’ve been using Hotels.com for over 15 years, and this was by far the worst check-in I’ve ever encountered.
The confirmation email from Hotels.com gave no indication of DJ City Apartments’ unusual check-in requirement: you’re expected to call the property 24 hours before arrival to arrange access. This crucial detail is buried in the app—not visible in the confirmation, unlike other bookings I’ve made.
When we arrived, no one was there to receive us. No one answered the phone. Hotels.com offered no support either. After 45 stressful minutes waiting in the street with our 3 little kids, I finally reached the owner, who informed us the apartment had been trashed by previous guests involved in drug use, and a cleaning crew was en route.
As a family of five, we were offered two smaller separate studio apartments instead of the one we booked. We accepted, but it was not what we had booked.
Adding to the frustration, I was assured we could park for free on the street and the owner would register our car with the police. The next day, a cleaning staff member told us the rules had changed—parking is only free for 30 minutes, after which fines apply. We’d unknowingly parked for 18 hours. We ended up having to pay for parking ten minutes away.
To be fair, the apartments were clean, well-decorated, and centrally located. But the misinformation and logistical mess created an unnecessarily stressful start to our visit.
