Hotels.com review: Lack of accountability and resolution

Dear Customer Support Team,

I hope this message reaches you as a sincere reflection of my feelings and experiences as a customer. I am writing to express my profound disappointment in the customer service I have received from Hotels.com and to inform you of my decision to cancel any future reservations and discontinue using your platform.

My dissatisfaction stems from a recent experience during which I encountered a significant issue with a reservation I made through Hotels.com at a Wyndham hotel. Despite reaching out to your customer support for assistance, my concerns were met with a lack of responsiveness and support. Moreover, your platform suggested that I contact Wyndham directly, which led to no resolution either, compounding my frustration. After contacting hotels.com again I was able to get a refund for $142 from Wyndham. Not sure where that total is from as 1 night was $197. I feel hotels.com should take accountability as well and offer the remaining credit that I used in rewards for $255

As a loyal customer who has trusted Hotels.com for my accommodation needs for an extended period, this level of customer service is both disheartening and unacceptable. It is evident that the quality of service I have come to expect from your platform has significantly declined, and I can no longer continue to use a service that fails to prioritize its customers' needs and concerns.

Furthermore, I feel compelled to inform you that I will be taking additional steps in response to my experience. I plan to report my dissatisfaction and the lack of resolution to the Better Business Bureau, the Health Department, and the Attorney General's office in light of what I perceive as misleading advertisements of hotels on your platform.

I believe it is essential for businesses to be held accountable for their actions, and I hope that these actions will draw attention to the issues I have faced and encourage Hotels.com to improve its customer service and address the misleading practices that have marred my experience.

Effective immediately, I will be canceling any upcoming reservations I have made through Hotels.com and will seek alternative platforms for my accommodation needs. It is my hope that my decision, along with the steps I intend to take, will serve as a catalyst for change within Hotels.com.

While it saddens me to reach this point, I believe it is necessary to ensure that customers like myself are heard and that issues are resolved promptly and effectively. I hope that Hotels.com will take this feedback seriously and work towards regaining the trust of its customers in the future.

Thank you for your attention to this matter.

Sincerely,

Kristen Riddle