Mixed experience – Trip.com: Book Flights, Hotels Review

I booked a non-refundable hotel in Macau , December 2019. When checking into the hotel 2 months later in late January 2020 (Chinese New Year), the hotel tells me that they could not locate the trip.com reservation in a rude manner. More sadly, there is a SARS similar virus going on in the area, and there is an urgent order (law) stating hotel booked in the area of China mainland / MACAU / HONG Kong can be cancelled with full refund. I called trip.com three times spending around one hour on the phone; the first CSR is as impatient as the hotel; the second CSR hang up on me; the third CSR finally cancelled the booking and sent the cancellation confirmation to the wrong address.
Review by Cincin157 on Trip.com: Book Flights, Hotels.