Hotels.com Complaint - I will NEVER use Hotels.com again
We searched the Internet for hotels for a recent trip, called the number on their website thinking we were talking to someone at the property. We were actually booking the room through Hotels.com. We booked one night for 12/28 and our credit card was charged immediately. We were told we had to cancel by midnight 12/26 to avoid any penalties. After further checking, we learned the hotel we had booked had terrible reviews including bedbugs. We called to cancel on 12/26 and were told we were beyond the cancellation period. They said they would cancel the room, but we would be charged the full amount. They claimed there was a 48 hour cancellation period and it needed to be cancelled by the 25th! I called every day trying to resolve the issue and get the charges reversed. The best they would offer was a voucher for a future stay, but they wouldn't reverse the charges. On 12/27 I spoke to someone who finally said I needed to talk to the hotel manager and he gave me a different number to call. This was the first time I realized we weren't even talking to the hotel! The person at the hotel desk gave me the manager's name and said I would have to call back the next day. I was not able to connect with the manager, but on Tuesday evening I received a call from the hotel wondering why we had not checked in! Hotels.com had never cancelled the reservation! I explained to the hotel that we had cancelled the room on Sunday the 26th and she said if they had been contacted, we would not have been charged. She said I would have to take it up with Hotels.com. I called them again on the 28th and was told they would have to talk to the hotel. Obviously, when they did they were told we were a no-show. I was told to call back after 2, so that they could speak with the hotel manager. I called back after 2 and spoke to Mar at Hotels.com. I had to retell my story AGAIN. This time he tells me that there is no record of our call on Sunday cancelling the room. He was lying! I told him the previous agent had confirmed that she could see that phone call and the explanation of the charges. He then put me on hold to call the hotel. As I sat on hold for 20 minutes, I called the hotel myself. The hotel offered to waive the charges and told me to have Mar call her directly. Both agents had told me they were talking to the hotel and they weren't. Mar had me on hold all that time and he wasn't attempting to call the hotel!! Unbelievable. This has been a nightmare and a vicious circle that no one at Hotels.com could seem to understand. We shouldn't be charged for a room that was cancelled within the time frame we were given and the hotel shouldn't suffer because Hotels.com didn't cancel the room. 100% of this responsibility is on Hotels.com. In the future, I will make sure I'm talking directly to the hotel and never book through Hotels.com!