2/10 Terrible
Amber
29 Oct 2024
Disliked: Cleanliness, property conditions & facilities
Poor management and very disorganized
My boyfriend and I stayed at Sens Hotel for a wedding, as it was the chosen accommodation for guests. Our experience was disorganized and frustrating from the start. On check-in day, I was charged 60% of the booking despite selecting the ‘pay at property’ option. The card used was not the one I planned to use, but Hotels.com informed me this charge was just to secure the booking, and the rest would be paid onsite.
We arrived early and left our bags with the concierge before heading out for lunch and sightseeing. Upon returning, the staff had changed, and when I provided my name, they asked for full payment. Confused, I learned the 60% was only a hold and would be returned. Additionally, there was a $50/day security fee, which we accepted.
When we entered our room, it was a double Queen instead of the King Deluxe I booked. At the front desk, I discovered the concierge had checked me in under my mother’s booking. He reassured me everything was fine and that he would handle it. We switched rooms, but my mother was incorrectly informed that we had paid for the booking, leading to confusion.
I was charged incidental holds for both rooms, totaling $200. Frustrated, I returned to the desk, where staff frequently changed, leading to inconsistent explanations. They eventually clarified that the 60% charge was applied to our stay, meaning we owed an additional 40%. After various holds and pending charges, we ended up spending $1,300 for a stay that should have only cost $564.
Amber
Stayed 2 nights in Oct 2024