Kate
Inaccurate hotel room matching, annoying repeated texts & emails
They keep sending me alternate hotel room, which are not equivalent to the hotel room, which I booked. (king bed with private bathroom). They are sending me single beds that are double bunk or quadruple bunk, stating they are “king bed with private bathroom” and repeatedly sending me emails and texts (over 9x texts in the past 2 months!! Not counting emails too!), even though I don’t want to accept these rooms. It’s extremely annoying and I keep telling them these beds are not equivalent, and all I get are AI responses apologizing and saying they will correct then I get the SAME bunk beds sent to me. I don’t want to sleep in a single bed. That is a bunkbed!! I haven’t saved any money so far using this for the past two months
Response from AxelDec 2, 2025
Hi there, thank you for taking the time to share this. I am really sorry for the frustration you experienced. The room matching you described is not the standard we hold ourselves to, and the repeated notifications clearly added to the issue. I would like to personally review your hotel matches and make sure we get this fixed for you. Please reach out to us at [email protected] so I can take a closer look at your account and get this resolved quickly. My goal is to make Axel helpful and accurate for you, and I appreciate you giving us the chance to fix this.