Hotels.com Complaint - Did Not Relay Payment Information To Hotel Poor Customer Service
I reserved a room with hotels. Com which is in partnership with Expedia. I became ill so my ex sister-in-law took the room. The room was for my niece and I contacted the hotel and it was fine that I wasn't there. Unknown to me because I don't speak with her often when she arrive everything was fine, but upon checkout she was chased down a hallway and was told the room was not paid for and had to be put on her credit card. Again we don't speak often unless it has something to do with the kids. I contacted her this week to find out about on of the children and she mention I thought you paid for the room because they came down the hall after me to pay so I paid it. I am embarrasssed, humilated, and angry. I have spoke to hotels. Com and you speak to a representative in many different countries. One was an Asian country who hung up on me when I asked for a supervisor. The second call who I spoke with jose he stated he understood called the hotel and stated there accounting office was closed. He proceeded to state he would send me a refund. I told him I didn't want the refund I want her to receive the refund on her credit card I had done nothing wrong. I was told Expedia did not send the payment over at the time of the reservation. He stated he would escalte the problem and would send an email the next day. Well.. I waited two days no email. Called again spoke with karen in malaysia. She stated it was the hotel's fault and they were closed and they were getting with them tomorrow. I explain to her that is not what I was told and I wanted something done and I wanted in writing. She assured me I would have it in writing in 4 hours and it has been 24 and still nothing. I asked for upper management and I was told they are not allowed to transfer the call or give out that information. This shows the company has no integrity what so ever. I was promised a $50 credit for what? I deserve a full refund for the trouble, embarrassement this has caused. She did however show me on their web site the home office address but wouldn't give me a phone number. I will contact them on Tuesday.