Hotel.com - Inaccurate Booking, Poor Customer Service, Inflexable
Hotels.com entered wrong date for motel reservation. They sent us a confirmation via email without the itinerary of the registered dates so we had no way of verifying what we ordered. When we arrived at the Holiday Inn Express the had no record of our reservation. After extensive investigation; the motel found the date for our reservation was the 18th instead of the 9th which we thought we had booked it for. We tried to get the reservation changed through Hotels.com noting it was their mistake. The said an additional $20 was required. I expressed to them it was their error and we would be willing to rebook it at a later time. They said an additional $20 was required. The tone of the conversation from Hotels.com was confrontational. We decided at this point to cancel the reservation as this was not the business environment we wished to be involved with. We considered the transaction fraudulent. The motel manager actually gave us a better deal than Hotels.com. The manager noted to look up what the rates on the hotel room hawkers then call the hotel directly and they will usually match the price within a few dollars; then everyone wins because these outfits buy rooms at a reduce rate and make a few dollars on the transaction.