I booked an Abu Dhabi stopover through Etihad Airways as part of a TLV–BKK itinerary. The package included a hotel stay with a voucher stating 24-hour check-in/check-out flexibility.
However, there was a mismatch in the booking details sent to the hotel. While my actual flight schedule had me arriving in Abu Dhabi at 00:25 and departing later the same day at 20:50, the hotel confirmation appeared to reflect incorrect times, likely due to an AM/PM formatting error.
I noticed this well in advance of travel and spent several weeks trying to resolve it with both the hotel and Etihad. The hotel indicated they were waiting for an updated voucher, while Etihad repeatedly assured me that everything was in order and that I should not worry.
When I arrived at around 1:00am, the hotel refused to check me in, stating the voucher details did not match their system. I contacted Etihad customer support at the time, but was told nothing could be done, leaving me to book alternative accommodation at my own expense.
After the trip, I escalated the issue through Guest Relations, but have since been denied reimbursement or compensation. Attempts to get clarification or assistance have not led to a resolution, despite multiple follow-ups.
I’m trying to understand whether others have experienced similar issues with Etihad stopover hotel arrangements and whether there is any effective way to escalate cases like this further.
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