Hotels.com - Hotels.com? What a Shame!!!
Issue With a Double Reservation - Complaint
I'm writing because I have to complain about the treatment I was served by Hotels.com. Last September, I was in the US with my wife for our honeymoon. We made an "on the road" trip, so every day we did book a hotel for the night. I used the Hotels.com website only once, but it was enough. During the online booking process, the browser crashed, so I didn't get any confirmation of the reservation in progress. I thought that since I was using my wife's credit card to make the reservation in my name, the crash was due to a "mismatch" between my name and the name of the cardholder. So I made another reservation with my wife's name and it worked. After a couple of months, I realized that Hotels.com charged my wife's credit card the price for two reservations.
After thousand and thousand emails, I gave up. The hotel did not refund anything, because they claim that they get the payment directly from the Hotels.com credit card and not from the customer's credit card. So eventually, they could refund the Hotels.com, but what about Hotels.com? Will they refund me? Hotels.com, on the other hand, claims that two reservations were made with two different names, so they do not refund anything. The American bank (linked to my "italian" bank) agreed with Hotels.com, so I had to pay twice what I used only once! There was no way to get my money back.
I can demonstrate what I state, because I have a lot of emails between me, the bank, the hotel and the customer service. I also have an email from the hotel (Holiday Inn Express - Green River, UT) where they state that, in fact, they got two reservation but only one room was really claimed at the front desk. And this was what I tried to explain so many times to the Customer Service of Hotels.com, but the only result I got was that I have lost $130 for a room I never claimed. At the end of the day, everybody involved in this issue was so stubborn that I didn't manage to get my money back. Never mind, I still can pay my bills, even with $130 less in my bank account, but you can be sure that I will never use the Hotels.com again!