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Hotel.com - Awful Customer Service
Hotel Reservation - Complaint
Review by vincent94 on 2012-04-17
Rating: 
BALTIMORE, MARYLAND -- I booked two nights from the Hotel.com web site for a hotel in Ocean city MD. When we arrived there the hotel looked nothing like the web site. It was run down - I asked to see the room, the room resembled an army barracks with two cots in the center also the bathroom had a roommate (some kinda bug) I explained politely that I could not stay there. I was told I would have to contact Hotel.com for a refund. I did the next day. NO help they called and said the hotel would not refund my money - policy. I explained that I read the policy and it stated that there was no refund if I canceled, not if the room was gross.
I had to make several calls the and Sara L was the supervisor that insisted there was nothing else to be done and there was NO One above her I could speak too.
I hung up called the hotel myself spoke to the manager who said they would credit my hotel.com account. Three days later nothing. I called Hotel.com and I'm still waiting.
THIS IS THE WORST CUSTOMER SERVICE EVER! do not use !
I had to make several calls the and Sara L was the supervisor that insisted there was nothing else to be done and there was NO One above her I could speak too.
I hung up called the hotel myself spoke to the manager who said they would credit my hotel.com account. Three days later nothing. I called Hotel.com and I'm still waiting.
THIS IS THE WORST CUSTOMER SERVICE EVER! do not use !
Comments:
Posted by Alain on 2012-04-19:
I've seen a number of reviews that aren't too flattering about Hotels.com lately. It looks like other people have had problems similar to yours. I prefer to book directly, myself, since if there is a problem I can deal directly with the hotel to resolve it. I'd rather pay a bit more than spend my time attempting to resolve something involving myself, the hotel and a third party contractor.
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