Read - Never Book!!! Contact Better Business Bureau!!!
This company is an absolute fraud!!!! I hope everyone who is mad and upset with the horrendous service will do their part and file a complaint with the Better Business Bureau and shut this business down.
HORRIBLE! I originally booked a four day reservation, which 3 weeks prior to leaving changed to 5 days. They TOLD ME IT WAS ALL BOOKED.
I call the actual hotel 2 days prior to leaving and am advised by the hotel that only a 4 day reservation was listed. Then called back hotels.com, who said, it would be updated in 15 mins.
LIES LIES AND MORE LIES.
This calling the hotel/calling hotels.com continued. I arrived at the hotel and it still wasn't updated! FOR THE NEXT FOUR DAYS, I WAS ON THE PHONE FOR 1.5 HOURS EACH DAY, being put on ridiculous HOLD TIMES, BEING WRONGLY/PURPOSELY TRANSFERRED, DISCONNECTED. AND WORST OF ALLL- stupid reps kept HANGING UP ON ME. I have never witnessed such horrendous, poor, cowardly business practices.
THIS CONTINUED TILL THE LAST 4TH DAY when I WAS FORCED TO CHECK OUT.
Was told my mgmt that extra day reservation had never been received and that hotels.com was advised 4 days prior to make a new reservation. However, because hotels.com HAD SCREWED UP IN THE FIRST PLACE, the rate they have to pay it higher than what I had paid. SO HOTELS. COM WAS UNWILLING TO PAY THIS DIFFERENCE.
not the customer's fault right? THINK AGAIN! NOT WITH HOTELS. COM. They refused to lose money on their own error, so left me hanging till the very last day, 3 hours before I was to check out. I then realized that they were complete frauds. they tried to get me to give them VISA INFO TO RECHARGE ME TO PICK UP THE DIFFERENCE.
I'm a full time student, and I don't have much money to spend esp on the errors of someone else. so I was forced to check out. they would not answer my questions, supervisors were leading me on with complete bs, supervisors kept hanging up on me, and would not book the extra reservation. completely fed up, I checked out and spent my last night with no place to sleep or stay.
BY FAR, THE WORST EXPERIENCE OF MY LIFE. THIS COMPANY NEEDS TO BE SHUT DOWN. I HAVE FILED A COMPLAINT.
What is upsetting is that this could have been resolved prior to my arrival when I called in. however, they did not want to pay more for an error on their part, even though I ALREADY PAID fr 4 nights.
FRAUDSTERS. also, when I booked the 5th night, was told id get a refund of 60 dollars. never got it. had to call back, on the phone for over an hour and told there was no notice of it. until 1.5 hrs into the conversation, supervisor MIRACULOUSLY found the refund note. convenient?
A FEW THINGS I'VE LEARNED:
1.) refunds by customer service are processed instantaneously. they will tell you that you will receive a refund email in 15 mins, etc, - DO NOT BELIEVE THEM. Insist that you will stay on the phone with them till you receive it. Insist that you will not hang up, and that you have been advised by customers who have dealt with them that you are to stay on the line. trust me, if you don't - you will not GET A REFUND FROM THESE SCAM ARTISTS.
2.) ask the agent you are speaking to refrain from hanging up on you. getting them NOT to hang up on you, or disconnect you is HARD ENOUGH AND IS totally pathetic that you even have to do this. but TRUST ME. YOU NEED TO.
3.) when you spent the last 4 days trying to get a hold of them and are yelling and angry - TELL THE IDIOT REP URE SPEAKING TO that YOU DO NOT WANT TO BE PLACED ON HOLD. tell them that each time you've been placed on hold you've been placed on hold for 20-30mins only to be disconnected. I had one supervisor name Kathleen transfer me to an Expedia agent, and another named Kenny hang up on me while talking. DO NOT ALLOW THEM TO PLACE YOU ON HOLD. I made this request, and was freaking insistent. instead, I'M pretty sure the girl put me on mute, but nevertheless - no stupid music and she came back because she realized I was furious.
4.) if you've made a booking, check for price matches all the TIME. TRUST ME. you don't want to give your money to this company. if you've already have, ensure you got the best deal. I found much better rates on a website called booking.com - don't know how reliable they are, but all that matters is the price anyway. so always check!!!! when you call in to make a price match - MAKE SURE YOU STAY ON THE LINE TILL YOU GET THE EMAIL.