Sun. 23.2009, I've spoken to reps ** Supervisor **, representative **, **, Supervisor **, and the 2 booking reps that gave me incorrect information about the hotel in the booking process. Mon 8. 24. 2009 reps **, supervisor **. Phone has hung on on me 5 times during this process and it is virtually impossible to get a supervisor or any competent agent to handle the matter at hand.
Matter at hand - I booked a hotel where I was told the room was a special suite with a fireplace. When I arrived it was a king basic room. Upon calling down to the front desk, the clerk alerted me that no room in the entire hotel had a fireplace. I decided to leave, called back the same line. It was so easy to get through to take my money, and this is where the nightmare began. Above is a condensed version of the hell.
As a long standing customer, I am sending this note to put you on notice, that the "delights" of this experience will be going out to the masses in blog, form, and I hope no one ever has to deal with the type of treatment I went through.
PLEASE DO NOT USE THIS COMPANY. WWW.HOTELS.COM. They are tricking you, when you are booking and after there is no customer service and no help. I have booked for the end of Jan this year a hotel room for 3 people and when we got to the hotel the booking was only for 2 people and we had to pay extra for the 3rd person!! Still at the end of April they cannot solve the problem to refund the money, now they do not even respond to any emails I send. Do not use this company, if you would like to have a peaceful holiday.
UNKNOWN -- I booked unknowingly on hotel-rates.com. I thought I was on Super 8's site. They charged $28 more than the hotel would have charged directly. Emailed customer service resulted repeatedly that they could not find my reservation, even though I included a link including the confirmation number to the confirmation site. Total rip-off.
WEB SITE -- Hotel.com does not support its 'refundable' claims in the website based hotel reservations. When I needed to change the arrival date, even though I was making the change 6 months prior to the reservation date, I was charged night's hotel fee. I called hotel.com about this, and after spending an hour and a half on the phone and talking to 3 different people, I was not able to get the problem fixed. I won't use this website again and recommend to others not to use the site.
I recently booked a motel room through this company for the Super 8 hotel in Monroe, WI. NOT a hotspot where people are clamoring to go in February! I was there to watch my child perform in a competition. I was unable to attend and when I cancelled my reservation still have the nonrefundable fee of 20.99 charged to my credit card. They certainly didn't save me a TON of money when booking the reservation. My fault for not reading the fine print...
Hotel.Com has charged me for a single reservation 3 times. The staff is very rude and refuses to connect a manager to resolve the issue. The hotel referred me to a back line to the management office and the management there suggested I contact the customer service again. In the meantime I have been charged 3 times for 1 reservation.