Hotels.com Complaint - Reservations - Hotel Reservations
I usually use Orbitz, so perhaps I am spoiled. I booked this time through Hotels.com, who only allows you to use one credit card to pay for the reservation. I guess I should have been smart enough to make separate reservations for my one four day stay at the same hotel, but I hadn't had a problem with this issue before. My employer is very specific about what can go on their credit card (I am a government employee) so since I was staying extra days on my own I put it all on my credit card. In the past I have had no problem once I check in getting the days split out. But at hotels.com they won't let you split the bill afterward. I was on the phone with at least two of their employees, one who was nice but either I lost signal or he disconnected me, and another who could barely speak English, who was just repeating the canned scripts for customers with requests that require any thought process.
She would not give me the name of her supervisor, but did agree to transfer me to him. Frank picked up after waiting long enough to see if I would pick up, and he sounded like he send people to sleep with the fishes in his spare time. He told me that they could not do that with no better excuse than that is company policy. I asked if there was a financial company who handled the paperwork I could speak with, but he just said no, it was in a hotels.com account and they don't do it. They told me that if I wanted to, they could cancel the reservation for the last two nights, but they couldn't rebook them and only if the company would let them. That would mean I'd have to find somewhere else to stay those two nights. I really like the hotel, but they couldn't give me the same rate if I did that, so I told them I had no choice but to suck it up and pay it all on my own, since I won't be able to get reimbursed at work.
Hotels.com told me if I canceled the last two nights they would refund me the money, but I suspect that was a lie, and what the front desk told me I doubt they would have paid me back anyway (at least without a fight). What kills me is if they were telling the truth that they would refund the money, why won't they just refund it and transfer the rest to a different credit card. I am somewhat familiar with the financial industry, and that just doesn't make sense to me. I think it is just laziness or they don't trust their employees to do it right. I don't travel for business much, thankfully, but I travel a lot for fun, and I will NEVER use them again. I am sticking with Orbitz from now on.
They were very unapologetic (they would say they were sorry, but it was clear they couldn't care less). I was really horrified that a company in a service industry would respond this way. I will probably report them to BBB or consumer protection.