Hotels.com Complaint - Got Ripped Off By Hotels.com - Stay Away
In 2009, I signed up for Hotels.com's 'Reward' Program which consisted of booking a 10 nights at a hotel from their site. In exchange, the 'Reward' was that we would receive a credit for a FREE night at a hotel of our choice UP TO $399. We found this to be a good program and since we did use it for Ski lodging quite often, we thought if would be worth our while. Well, we finally earned our Reward Night so when I went to book it, the system told me that the policy changed in March 2010 to averaging out your night stays - so now we only have $67 credit to use to go towards our so called FREE night. I was fuming to read that the policy changed without us being notified. I immediately called their customer service line and when I asked to speak to a Manager/Supervisor, they hung up on me. By this time, I'm quite pissed off and decided to email them. I rec'd some lame response from their Customer Service stating that the policy changed bla bla bla. To which I responded that I should be 'Grandfathered' into the old Policy and that I need a Manager to email me. I get a 2nd response basically stating the same thing so I told them that I need a Manager to call me or I will post on the web the dishonest, unprofessional, negative customer service response I have experienced with HOTELS. COM. Needless to say, I have not heard anything nor do I plan to but I do know that I WILL NEVER EVER BOOK FROM HOTELS. COM AGAIN - I TOLD THEM SO BUT I guess they don't care. I also told them that I could've gotten cheaper rooms by going directly to the hotels since we had developed a relationship with them by going so many times but instead I went to Hotels.com to get the so called 'Reward'. HOW ON EARTH CAN YOU CHANGE A POLICY HALF WAY THRU? POOR CUSTOMER SERVICE AND FALSE ADVERTISING!! You are better off by staying away from Hotels.com unless you want to be ripped off...like many were it seems like by these postings, and so was I!