Terrible Experience with Splendia.com & The Library Hotel
I want to share a terrible experience with Splendia.com and the Library hotel in Koh Samui.
I feel I am the victim of Splendia's Bait and Switch policy and fraudulent business practices. I booked a trip with my husband at the Library hotel in Thailand. There were 2 rooms listed, suite and studio on Splendia.com. They state on the site-NR rate and in parenthesis non -refundable, however under their Cancellation policies & Fees.
it is CLEARLY STATED FREE OF CHARGE UNTIL A SPECIFIC DATE.
Cancellation policies & fees
Free of charge until 18-Mar-12(14h)
From 18-Mar-12(14h) to 21-Mar-12(14h): 1st night
No-show, from 21-Mar-12: 1st night
Go-show: 100% of the total reservation (applies to 'early departure' when guests stay at least 1 night).
The cancellation policy is applied based on the hotel's local time (GMT+7).
When I went to cancel prior to the dates listed and contrary to the stated policies of the web site I was told it was not possible because after I paid I received a confirmation that this was not refundable. This is direct conflict of Splendia's stated policy on their website FREE OF CHARGE- before one pays.
It is a complete bait and switch, fraud and deception. I spoke to one of their agents in Spain and she even admitted it was confusing.
Confusing is not an excuse for deceiving nor bait and switch.I have lodged complaints for fraud with the FTC and the Governors office of Consumer protection of the State of Florida. I strongly suggest avoiding Splendia and the Library hotel for dishonest business practices.