Adriana
Google
We booked Indigo Cat Hotel in Sapa through Booking.com and paid in full in advance. When we arrived at the hotel, we were told there was no reservation under our name. Despite showing proof of payment and confirmation, the staff claimed they never received the money and tried to make us pay a second time.
After contacting Booking.com, we were informed that the hotel had marked the payment as received. However, the hotel never acknowledged this on their end, which has left us unable to get a refund. Because the hotel did not cooperate or clarify the situation, Booking.com says they cannot refund us.
This situation shows extremely poor business ethics and zero accountability. We were put under stress after traveling, treated unfairly, and effectively lost our money despite having a valid reservation.
Scam alert. Based on our experience, I strongly recommend staying away from this hotel to avoid similar problems.