Verified review
2/10 Terrible
Amy
5 Nov 2020
Disliked: Cleanliness, room comfort, communication
Disgusting customer service during difficult time!
Our experience with Standard Apartment by Hi5 was absolutely appalling! Unfortunately, we never actually made it to Budapest due to COVID-19. Due to the pandemic our flights were cancelled by the airline, therefore, we had no physical way of getting to Budapest from the UK. When I contacted the hotel directly and through Hotels.com to explain this and hopefully resolve this the customer service I received was pathetic. I didn't ask for a refund as I am aware the service industry is going to be massively impacted, therefore, I asked to move the dates to the same time next year. However, the hotel stated they would only be able to move to those dates at an additional cost which was more than we had actually paid in the first place. When I then asked for a refund they point blank refused and the response I got was "well we are still open", despite us having no physical way of getting there. I am very disappointed with their service and complete lack of helpfulness considering the circumstances. I will never stay here or consider booking these apartments again and I would not recommend booking with them during these difficult times as they will not help you!
Stayed 7 nights in Sep 2020