Hotels.com Complaint - Be Careful when you call Hotels.com - DECEITFUL!!!
On December 12, 2009, I made a reservation using Hotels.com for a stay starting 12/31/2009. Today, December 19, 2009, I received an email FROM Hotels.com advertising the same hotel for $50.00 less a night. I called and told them about the PRICE MATCH GUARANTEE and was told by DAVID that I needed to book at the new lower rate and that he would cancel the previous reservation with NO problem but that that he had to transfer me to "Customer Care." I told him I was hesitant to "double book" but he assured me that this WOULD not be a problem because the original reservation would be automatically cancelled and the charge on my credit card would be credited back. FUNNY that when he tried to transfer my call it DROPPED. FINALLY, I was able to speak to Silvia from an out of state customer call center who told me that there was NO way I could cancel the previous reservation in spite of what David told me. Mind you, there are charges over $1,200 on my credit card for a stay that is supposed to cost $561.00. I told Silvia that this was unacceptable and that even the cancellation policy stated that, and I quote: "cancellations or changes made before 3:00 PM (Eastern Standard Time (US & Canada)) on Dec 31, 2009 are subject to a 1 Night Room & Tax penalty."
I am NOT canceling this reservation the day of the stay! I am canceling 12 DAYS in ADVANCE and that this was not my initial intention to begin with. All I WANTED was the reduced rate and participate in HOTELS. COM advertised PRICE MATCH GUARANTEE. She told me that I did not understand the POLICY and that I needed to pay $325.00 for canceling the reservation. I INSISTED that I was not the one who had double booked on purpose and that DAVID was just too EAGER to have me DOUBLE BOOK under the false pretense that EVERYTHING would be taken care of. The call DROPPED. I called 3 more times only to struggle to find someone who spoke ENGLISH because my husband DOES NOT speak Spanish and I was so UPSET that I WAS crying and he insisted on taking over the telephone call. FINALLY, my husband was able to find Ana who spoke ENGLISH, she agreed that the first reservation could be cancelled without a PENALTY but that it would take UP TO 30 DAYS to receive CREDIT of $651.88 on my credit card. GREAT! LESS money to SPEND on my "SUPPOSEDLY" wonderful New Year's TRIP with my husband... MY TRIP is RUINED. I am upset about the customer service and their deceitful practices... I was forced to DOUBLE book. If you can't cancel a reservation 12 days in advance without being penalized when can you cancel????? 30 days? 45 days? Can you even ever cancel when you book through Hotels.com without being penalized?
I am really SORRY to have used HOTELS. COM to book my hotel stay. I wish I would have spent the extra $10.00 booking directly with the hotel. I would have saved the TROUBLE and anguish I have caused myself and my husband. BE CAREFUL!!! with the "PRICE MATCH GUARANTEE."
DO NOT TRUST CUSTOMER SERVICE. Call reps are from outside the US and they don't understand policies well enough. Please learn from my lesson, unless you are SURE the call center is in the US DO NOT Trust what they TELL YOU.
VERY, VERY, VERY UPSET in Miami!