Hotels.com is unreliable
TULSA, OKLAHOMA -- I made reservations for 4 rooms through Hotels.com on 3/27/12 for our trip to the Caribbean July 2 through the 12, 2012. We were leaving from Tulsa International Airport so we decided to arrive to TUL the day before departure so we can explore the city. We booked our hotel rooms using the website and selected the Tulsa Airport East Hotel & Conference Center due to the proximity to the airport and based on the pictures displayed on the website.
To our surprise, on the day we arrived there, we come to find out that the hotel had changed ownership and names. It was now a Motel 6. We never received any information/messages/emails from Hotels.com to inform us of the changes. The hotel did not look anything like the pictures online and it was old, in disrepair, and dirty.
We checked in the motel because we were tired and wanted to start our trip on a good note. However, as we entered the rooms assigned to us we noticed a very disgusting smell in the room. I approached the housekeeping attendants that were working the room next to ours and asked them to check the room. The housekeeper walked into the room and said that the smell was mold and that there was nothing she could do about it.
I went to the front desk and asked for another room...meantime our friends were settling down in their room.
After getting another room I noticed that the A. C. unit was not working properly. We decided to go and eat and then come back and deal with that.
At the time we came back to the hotel we notice that the A. C. system was not working in the hallways nor lobby. A miriad of small fans were brought in to circulate the air in the affected areas. The hotel began to get hot and smell really bad. We thought to ourselves that we were just there for one night and we would stay and make the best of it.
Around 5 pm we noticed the kind of people checking in the hotel: drug dealers, prostitutes, drifters, etc... We walk into the main hallway and noticed the smell of pot, cigarettes and what I know it was meth. There were drunk people stumbling in the hallway and very strange individuals rushings into some of the rooms with prostitutes. That was it for us!
We packed out belongings, called Hotels.com and told them what had occurred from the hotel ownership change, the physical state of the hotel, the non functioning A. C. system, and the people checking in. It was a very difficult call due to the fact that Hotels.com Customer Service calling center is somewhere overseas where English is not the first language. We could hardly understand the representative on the phone. After almost an hour on the phone we finally got Hotels.com to cancel all of our reservations (we were coming back to the USA on the night of the 11th of July and staying in the same hotel again) and requested a refund. They canceled our reservations, sent us cancellation emails, and promised us a refund for all nights/rooms reserved. It has been almost a month and the refund has not been made!!! Everytime I call nobody can tell me what is going on and the reservation & cancellation numbers they gave us are invalid.
On our on we found a nice Holiday Inn Express a few miles away and decided to change hotels.
We are very disappointed with Hotels.com and intend to never use their website again.