Caleb
Google
This hotel does not help or care if you book through Hotels.com (or any third-party) — even when your flight is canceled.
In January 2026, I was traveling in Europe with my family. Our flight home was canceled, so I needed to move my reservation. I booked two rooms at this property for the last night of our trip specifically because it’s an “airport hotel” near the airport. That turned out to be a mistake.
As soon as the cancellation happened, I tried to handle this the right way. I contacted the hotel four different ways: direct email, phone call, Hotels.com contacting them, and messaging through the Hotels.com app (which claims to reach the hotel directly). Each time, I got a different answer — or no response at all.
• When Hotels.com reached out to move the reservation, the hotel refused and said they were charging me for the original night.
• When I called the hotel directly, I asked the employee to move the reservation and he told me it was done. I never received an updated confirmation email, and during that call there was no mention of a penalty, no warning I’d still be charged, and no explanation that anything would be handled as a “new reservation.”
• I was charged anyway, and later the hotel claimed they didn’t reschedule my original booking — they supposedly created a new reservation instead (which is not what I was told on the phone).
Then it got even more confusing. When I contacted the hotel again to fix it, they said they “can’t help” because I booked through Hotels.com — while also blaming Hotels.com for why they “can’t cancel” this “new reservation” that the hotel said they rebooked/ moved. That contradiction raises a serious question: how did hotels.com make a new reservation then? And why can’t the hotel cancel it? And if they can’t cancel it because it’s tied to my original reservation, that makes it feel like the dates may have been moved on their side — but they still wanted to keep the money for the original night.
Bottom line: I was told one thing, charged anyway, and then given a shifting story with zero accountability. I would not recommend this hotel to anyone. If you’re stranded due to a canceled flight, don’t count on this “airport hotel” to treat you fairly — especially if you booked through a third party.