Hotels.com Complaint - Deceptive Advertising at Hotels.com
I booked a room one day in advance on hotels.com and then my husband discovered that the hotel website itself offered lower rates, something I would never expect from a discount website. I phoned customer service and asked for the price match guarantee and was told that it was too late for it to be applied. I said that I had just made the booking 5 minutes earlier and was told that it was "after the cancellation period". I asked how a booking that was just made could be outside the cancellation period and where that was indicated on the website. After instructions for several clicks on the website (not at all obvious to the customer), they indicated a cancellation policy that was up to the "property's deadline". In other words, if you are booking within a day or 2 of your stay, you can forget about the price match guarantee. From reading other reviews here, it seems that they usually find a way not to honor the price match guarantee. This seems deceptive to me and I can only echo others' advice to check the hotel website first.
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