Hotels.com – Failed hotel confirmation for booking

Re: Wed, May 15 - (Itinerary # [protected]) and Capital One Case Number: [protected]

I had booked and received confirmation for the above reference itinerary which was single room for a one night stay arriving May 15 and checking out on May 16 at Hampton Inn Concord/Bow at 515 South St, Bow, NH 03304. This was booked thru Hotels.com and paid with my Mastercard ending in 5781.

Seemingly all was set BUT when we arrived at the hotel, the desk clerk had no record of the booking. He additionally checked the Hotels.com link to see if the booking could be confirmed – he had no success. I tried getting help thru the Hotels.com app but all I got was the chat bot which was limited in what answers it could provide. After an hour or more of attempting to contact Hotels.com for the confirmation, the desk clerk and I called it quits. In the frustration of it all, I ended up canceling my plans for the next day and simply returned home.

I filed a fraud claim with my Capital One Mastercard account which temporarily credited my account but has since charged me back.

Clearly, Hotels.com is negligent in not properly informing the Hampton Inn of my booking and for not providing the hotel with a quick and easy way to confirm. I expect Hotels.com to reimburse me the $131.74 charge which was never earned by them. Additionally, it would seem appropriate that Hotels.com provide me some remuneration for the frustration and embarrassment related to the failed notification and efforts to obtains compensation; I suggest an amount equal to the original charge.

Thank you for your attention to this matter.