My wife and I booked a stay at Athens Mansion Luxury Suites for our honeymoon. We had a free cancellation booking. When it came time to travel to Athens, our flights were cancelled due to COVID. We called the hotel 2 weeks ahead of time (prior to cancellation) and we were told that we could either cancel, or keep our rate and move it to some time in 2022. I requested to move it to June 2022, and I was told that I was all set.
2 weeks later, when we were originally scheduled, I get charge $460 for our stay which we had moved to 2022. I called and spoke with someone, and they told me that they do not move reservations, and that we missed our booking. They refused to refund me, and refuse to honor my 2022 booking I moved it to. Worst customer service I have experience for a hotel. I know that these hotels are hurting from COVID, but I tried to help them out by moving my reservation rather than utilizing the free cancellation.
This has been a nightmare, and they have stolen my money. I have not experienced this before with a hotel. Would never recommend this hotel. There are too many other better hotels out there with better customer service.