Hotels.com Complaint - Overpriced Underservice -- Don't Use It!
I made a one night reservation on Hotels.com for $100. Once I arrived at the hotel, they had the reservation, but no evidence of payment. So they scanned my card and charged me $69! Sounded like a good deal to me. Of course, once I got home I found that I had two charges on my credit card account, one from Hotels.com and one from the hotel property. I called Hotels.com customer service, calming trying to tell the agent my story. He however was more interested in interrupting me and telling me my problem rather than listening. Upon calmly attempting to review the facts a 4th time, he again interrupted. Still calm, I asked him to stop interrupting, at which time he abruptly put me on hold -- mid sentence! So I called back again, using another phone line (still on hold from the first), and talked to another agent. He seemed a little more agreeable, promising to call the hotel property and get back to me (all the while I'm still on hold with the first agent). I later talked to the hotel manager, who never was contacted, still did not have any money from Hotels.com and had to call them. He had no luck in getting the Hotels.com charges reversed, but apparently did get his money and therefore reversed the charges that the hotel property had made.
I basically paid Hotels.com $30 for a reservation I should have made myself, with the delightful bonus of rude and insulting customer service experiences. I vow to never use Hotels.com again and plan only to directly make my reservations with hotels by phone or their corporate websites. There is NO advantage to using Hotels.com, especially with the kind of overpricing revealed in this episode.
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