Hotels.com Complaint - Misled While Attempting to Book; Unprofessional Customer Service
ASPEN, COLORADO -- I spent 1 hour and 30 minutes of my time trying to simply book a reservation on your website. The hotel that I wanted was available for the dates that I wanted and I followed the steps to book the room as I have dozens of times in the past on your website. However, when I went to "book and confirm the reservation" I was unable to. So, I tried again, and again, and again -- each time receiving an error message stating that I was unable to proceed to confirmation because there was already a reservation booking in progress. I then went to "view reservations" and printed off a receipt with the above-listed booking number that led me to believe that my reservation was actually received. Thankfully, I did not trust this to be the case and called 800-3HOTELS to confirm that everything was okay. It was not.
I first spoke a "customer service" rep who told me that I would need to call the hotel (Chateau Blanc Condominiums in Aspen, Co) directly to confirm the reservation. This I did, but their reservations department is only open Monday through Friday. So, I called Hotels.com back using a special "customer service number" and spoke with Patty who echoed that my reservation was not confirmed and who once again tried to give me the number of the hotel itself. Frustrated by the run-around, I asked to speak with Patty's manager and after serious coercion to try and actually convince her to put that person on the phone, I spoke with Brett (the alleged supervisor). Brett explained that the Chateau Blanc Condominiums are not a preferred hotel and gave me technological details as to why this transaction did not go through.
I explained the Brett that I was mislead by Hotels.com and given the impression that I would have not trouble booking this reservation; and that furthermore, I was able to find a printable receipt that further misled me to believe that the reservation was confirmed (I am glad that I did not show up at the Chateau Blanc in Aspen with this "receipt" expecting to have a condo waiting for me). Brett was far from helpful and told me that there was nothing that could be done. Eventually, he reluctantly offered me a $20 rebate on a future booking -- an offer that I feel is a slap in the face for a 5-year+ customer who had just spent 1.5 hours trying to simply book a reservation as I have done dozens of times in the past. Brett, Patty and the original customer service rep were condescending, inflexible and far from pleasurable to work with. They made no attempt to solve or address my problem, but rather attempted to just pass me off.
Not only is this level of "customer service" unacceptable, but the misleading nature of the Hotels.com website (offering rooms as "available" that actually are not, allowing for a receipt to be printed for a room that was actually not booked) is also unacceptable. I am shocked that a company that for the past 5 years I have come to depend on, has in 1 hour and 30 minutes become one in which I have completely lost faith.