HR
Google
I feel completely scammed by Vetroblu Airport Apartments. I made a direct booking with the hotel after confirming over the phone that it came with flexible cancellation — specifically, the ability to cancel with at least 24 hours’ notice. That flexibility was the only reason I booked directly rather than through a third-party site.
Due to a change in my flight plans, I called to cancel more than 24 hours before check-in. I was then told the booking was non-refundable — something that was never mentioned at the time of booking or in the official confirmation email, which I still have. Nowhere does it state that this was a non-refundable booking.
Despite multiple emails and phone calls, I was treated with disrespect and dismissiveness, my clear and polite requests were ignored, and I was denied any access to proper hotel management to resolve the issue.
In the end, they took my money for nothing, refusing to refund me even though I cancelled within the time I was told I could. It’s clear they either mislead their guests deliberately or have no control or accountability within their team.
Shame on the management at Vetroblu for allowing this kind of practice to go on. I’ve lodged a formal complaint with Consumer Protection WA, and I strongly warn others to stay away from this property unless you want to be treated unfairly and risk losing your money.
