Hotels.com / Acadia Hotel review: No communication regarding cancellation due to hotel fire

I had booked Hotel Acadia back in august 2022 in which we had accommodation for Dec 28-22-Jan-2-23 (Itinerary: [protected]). On Dec 27th I spoke with a representative using the online chat option on the Hotels.com phone app. I received confirmation that the reservation at Hotel Acadia in Quebec City was “intact” and did not need to confirm anything with the property.

To our shocking surprise, when we arrived in Quebec City (5 hours away from our home) on Dec/29/2022: hotel Acadia had a fire on Nov/27//2022 and it was closed. Immediately we contacted Acadia hotel. according to them, they informed Hotels.com about the situation (fire at the hotel), and in turn, Hotels.com should have contacted those who had booked at Acadia through Hotels.com website.

there was never any phone call, text message, e-mail, or other forms of contact regarding the fire at Acadia hotel. On the contrary, I have confirmation our hotel booking was OK, (I have screenshots as proof) sadly, Acadia hotel was unable to provide us with any assistance and told us just to ‘look around’ for a solution.

Luckily, we found a room to stay at chateau Laurier (which was double the price we were originally going to pay at Hotel Acadia 862.04).

Clearly, a miscommunication occurred: whether Hotel Acadia or Hotels.com failed to contact me regarding the fire situation with Hotel Acadia. Regardless, when I contacted an agent on Hotels.com to confirm I have booked a hotel, I was given an OK, and it turns out we were misled since accommodations were no longer available to us. perplexed and forced to quickly book another hotel, I am still distressed and dismayed by the situation.

I expect better communication from hotels.com to express and show more of their human side in their communications and dealing with their customers' complaints and responses to solve this disturbed issue.

I would like to speak with someone in charge of Hotels.com by phone to resolve this matter. I have pictures to provide proof of my confirmation #, and the chat conversation claiming that everything was okay.

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