I want to share the terrible experience I am having 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 wife at the Library hotel in Thailand. There were 2 rooms listed, suite and studio. 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 fraudelent advertising with the FTC as well as the Governors office of Consumer protection in Florida.

I called to Simi at Splendia & had hoped Splendia would have honesty and integrity to correct their obvious error. Instead I was told by Simi all Hotels including the Ritz Carlton have complaints. She continued and apologized for Splendia’s “Confusing" policies however, this is the second time when speaking to someone from Splendia they apologized for” Confusion”. I told her it is not acceptable to have a "Confusing" website at best? I asked her if the rooms or room...were not fully Free of Charge why is it written on your web site. Why doesn't that explain "Clearly" not "Confusingly" what are your EXACT policies for any & all rooms. Before one books a room it clearly states Free to Cancel before a specific date. She even asked me if me they should take that part off regarding Free to Cancel. I told her I had expressed this point back in Jan 6th when I cancelled and still not done possibly intentionally. I am shocked how Splendia can justify their "Confusing Policies" at best. More so it seems now .

Many other past customers are also very upset with their" Confusing" policies. The truth is based on a site that gives customers to review businesses ...rates Splendia 3.2 out of 10.

http://www.trustpilot.com/review/www.splendia.com


Why are all of these people upset with Splendia and their Confusing" policies? As well as far as the statement " All Hotels have complaints- even the Ritz Carlton... one can easily go to a review of any of the Ritz Carltons and they are ranked high 4 out of 5, not 3.2 out 10


.http://www.tripadvisor.com/Hotel_Review-g150807-d152886-Reviews-Ritz_Carlton_Cancun-Cancun_Yucatan_Peninsula.html

More so I went to a review site of a competitor of theirs called Agoda.com. They had a rank of 9.5 out of 10 with hundreds of satisfied customers.


I am in shock as I pointed out to comsumer protection agencies how Splendia presented the document EXHIBIT 1 which showed 0 rooms billed at zero did not just match Splendia’s web sites policies but was in complete contradiction. Was this another "Confusing" error?..Was this intentional? This is in complete contradiction to their web site and even on their other examples.