Hotels.com - Inflexible and Poor Customer Service
Hotel Reservation - Complaint
UNSURE -- While booking our reservation and trying to use a promo code (rebates12 for $30 rebate off 5 night stay), the online screens were very confusing and it wasn't apparent where to put the promo code until the entire reservation was completed and promo code wasn't entered. I immediately called Hotels.com to explain the situation and ask for the promo code to be entered on my behalf. The first call, I was disconnected so I emailed. Customer service said they couldn't anything for me.
I then called customer service again and was on the phone for at least 30 minutes re-explaining the situation to another customer service representative They again said they couldn't do anything for me. I asked to speak to a supervisor/manager. As they transferred me, they disconnected our call. I then called back, and ask to be transferred to the supervisor, but they said they couldn't since they didn't have extensions so I had to explain the situation all over again to another customer service person and then was transferred to their supervisor. The supervisor again said there wasn't anything they could do so I asked to be transferred to a manager and I was told the supervisor couldn't do that as he was the highest level in customer service for me to speak with.
I explained that I had never used Hotels.com to book a hotel and I wanted to stay as a customer, but I won't if they can't resolve this issue. I can't believe that the company wouldn't have some way to apply $30 to my account especially since the online screens were confusing and I contacted them as soon as it happened. Beyond disappointed and I will never use them again. I will also tell as many people as I can to stay far away from them. They should not be in this type of business.