Reservation Not Honored; Unresponsive Customer Service
On September 22, 2025, I reserved a stay at Tivoli Hotel for July 15–20, 2026 through Hotels.com—nearly ten months in advance of our trip. Given that timeline, I felt confident our plans were secure.
On March 27, 2026 I received a sudden cancellation notice citing a “technical issue” that allowed bookings beyond capacity. While I understand that systems can fail, it’s extremely disappointing that a reservation made so far in advance would be canceled.
We’ve been planning this trip for a long time and are traveling with young children, so this has left us scrambling to figure out a backup plan.
What’s been even more frustrating is the complete lack of communication. I reached out immediately via Hotels.com, email, and phone, and have yet to receive any response from the hotel. That silence has only added to the disappointment.
To make matters worse, because the reservation was canceled by the hotel, Hotels.com does not allow me to leave a review on their platform. This effectively prevents customers from sharing experiences like this—something future guests should absolutely be aware of.
If this was truly a capacity issue, it would seem more reasonable to prioritize earlier bookings rather than canceling long-standing reservations.
I’m sharing this here so others can be aware and plan accordingly. Based on this experience, I would strongly caution against relying on a reservation at this property, even if booked well in advance.
