Hotel.com - A Freak Out Booking Experience
PHILIPPINE, CALIFORNIA -- I called the Hotel.Com center using free 1800 number on 14 December 2013, to book a hotel room in Asian country. The staff was so patient, kind and cooperative. She tried to find a room which is suitable for me and best to my liking. I am so happy and after thinking a few minutes, discussed with my family (which took a while), then proceeded to pay with my credit card. I mentioned everything in details as what she required in order for me not to miss any special deal/opportunity of the discount hotel. After that, just right after she took all my card details, she told me that my credit card has been declined and she disconnected our telephone conversation all of sudden after a long talk ! I was so shocked, disappointed, and wonder why she would like to do this to me. I checked my credit account and there is nothing wrong or being declined/cancelled.
I made a new call and asked if I could talk or be connected to her again, her name is Rain (as she told me so). But regrettably no one can do such thing, they said they were not authorized to connect with any staff/agent that you dealt earlier. I became more panicked and worried about that. The new staff tried to finalize my early booking but out of my expectation the hotel room does not even exist ! All of this hotel rooms has been booked/sold out. One of the facilities that Rain was given/mentioned to me was not even true as we have to pay for it and not free as I wanted. She also requested that I should pay by credit card instead of PayPal which is quicker. Now it is a big concern as she was lying many times to me and I am afraid she would do something or use my credit card for other purposes in the future.
For what I've read from the review of this hotel website, it is just freaked me out because I always think that they might still can use my details later.
These are 2 reviews that appeared to be quite similar case as mine :
1). "I just got off the phone with a representative from Hotels.com because there was an illegal withdrawal from my bank account by them for reservations I never made. I have used them about 8 months ago, so I assume this is where someone from their agency got my info. When I called them about the unauthorized withdrawal, I am told I have to wait to get them to put my money back. It angers me to think that someone from their company has used their ability to access customers' info, make illegal transactions like that. Instead of reversing the action to replace my money immediately. I will never ever do business with this company again"
2). "I was notified by my bank that my credit card had been compromised. I called Expedia.com/Hotels.com to dispute the charges. Initially, I was told by an agent of Expedia.com/Hotels.com that my credit card had not been used, however after asking to speak to a supervisor, I was informed that my credit card was currently being used to book a hotel room in Great Britain. They told me that although the person was currently in the hotel room, that they could do nothing to help me.
I am a struggling college student and cannot afford such issues. To make matters worst is knowing that a criminal is right at the hotel and living it up and HOTELS.com says to just talk to the bank on Tuesday. PLEASE DO NOT BOOK ANYTHING WITH HOTELS.COM. THEY ARE ACCESSORIES TO CRIMINAL ACTIVITY!!!"
Even though I reported to the Security officer one day after the incident; this is what she replied : that not too worry because it has a secured booking website/system and your personal and card details are safe with us; that we work in paperless environment wherein your card details are directly typed into the system no one has an access to the details ; fully encrypts the entire credit card number and encodes it into a completely non-usable (un-readable) form,
I still won't believe at all.