Verified Company
DO NOT BOOK WITH THIS COMPANY
DO NOT BOOK ANYTHING WITH THIS COMPANY. I ignored, much to my regret, the negative reviews posted here. I am now certain they are all true. I reserved 3 nights at 1 Hotel May 7-9, 2026 and was required to PAY IN ADVANCE.
When I, my wife and 9 year old daughter arrived the evening of the 7th, the attendant stated he was having "computer trouble" and could not check me in. Even though he confirmed that he could see that I had already prepaid for the room, he would not let me into the already- paid -for -room because he needed to run my credit card for "incidentals."
I told him my family was tired and wanted to go to bed and suggested he let us in the room to put my daughter to bed. He could call me when his computer was working, and I would come downstairs to run my card. Nope.
Next, I proposed that i leave my credit card with him so he could run it whenever his computer started working again, and I would retrieve it in the morning. Nope.
I'm thinking, this guy is just not smart--I'll contact the so-called 24 hour concierge and get this worked out with someone higher up. No such luck--i got an automated response that someone would get back to me. No one did.
I tried calling and was put on hold for 15 minutes or so. When I finally got a live person, it turns out, this is just an answering service. The receptionist noted my issue and said someone would call me ASAP. No one ever called me.
We sat in the lobby for over an hour while the attendant literally stared at his computer screen. I once again made my pitch to let my family in the room. This time, I proposed that I would stay with him until his computer came back online and then he could run my credit card for "incidentals." Nope.
After he repeatedly told us he had no idea when someone would be able to let us in the room, we left to find another hotel. On my way out, of course, I told him when his computer came back up to make sure the charge for that night was refunded. He claimed he wasn't authorized to do that.
I texted the 24 hour service all weekend asking someone to call me. i repeatedly got responses that someone would call, but they never did. We returned to the hotel the next day. No one will refund the amount charged for the night we did not stay because they would not let us in the room.
We'll see how that goes for them, because i don't intend to let this go.
Hotel 1 is a great hotel. There are PLENTY of other management companies and owners to rent from. DO NOT deal with FIVE STAR LUXURY TRAVEL.
Date of experience: 07 May, 2026
Date of experience: 07 May, 2026
