Hotels.com Complaint - Highest Price Guarantee
My Family and I were traveling back from the Outer Banks in N. C. and decided at the last minute to take the long scenic way home by traveling down the coast of North Carolina. I have been a long time customer of Hotels.com and have used their service for business travel on numerous occasions. My assumption has always been that they can find me a good hotel at the lowest price without me having to do the legwork. Well I realized this trip that this is not necessarily true. We called Hotels.com in order to find a room, just for one night, in the path of the detour we had taken. The agent on the phone found us a room at the Homewood Suites in Wilmington NC.
I want to state that this hotel was great. The service was excellent, the hotel was very clean, and the staff very accommodating and pleasant. However due to a clerical error on the part of Homewood Suites the hotel charged my credit card. I was also charged by Hotels.com and the issue comes into play in that the total charge for the room from Homewood Suites was $45 cheaper, for one night I remind you, than the charge from Hotels.com. When I called Homewood Suites to inquire about the charge I found out that the rate on my credit card was their standard rate with no discounts applied. The staff from Homewood Suites was very apologetic and quickly reversed the mistaken charge.
I then called Hotels.com to complain about the fact that I had been overcharged by them for the one night stay at Homewood Suites. The Hotels.com customer service representative I spoke with told me that in order for me to have gotten the lower price, through their low price guarantee, I would have needed to call Hotels.com before I checked into hotel. I explained that I was not aware of the lower rate until after the charge from Homewood Suites appeared on my credit card. After asking to speak to a supervisor and going around and around on the facts of the story my phone number was taken by the customer service representative with assurance that someone who could help me would call me back. 48 hours and counting later I have not been contacted by anyone from Hotels.com.
Hotels.com will no longer get any of my or my employees business again!!