Hotels.com Complaint - DO NOT USE HOTELS.COM if you want reliablity
Heads Up to whomever reads this. On family day in February 2011 I booked a room in Buffalo NY for 1 night. On the website I received a confirmation number and a note that said ' no need to call the hotel, your room is booked and confirmed with this number'. After a nice day in Buffalo we headed to our hotel. The manager informed me she got the booking in the morning when I booked, but was completely sold out from the day before. She couldn't understand how HOTELS. COM could book a hotel that was already totally sold out. She called them herself to inquire and found no help with their customer service. Then I walked in and took over speaking to the representative He wanted us to pay more for another room in another hotel. I said I just wanted what I had already booked and paid for and had a confirmation number for! After a very rude representative took over we found they had charged our Visa a second time for the same hotel room. 3 months later I haven't heard any resolution to this even though they sent my complaint to the 'next level'