Hotels.com review: Over charged!

I’m contacting you regarding my booking ref-

[protected].

This booking was originally for 2-4 December.

We had some family emergency on the 2nd which meant we were not going to be able to make it to Porbandar in time to check in on that day. I then spoke to Miguel via the online chat and explained the situation. He then contacted the hotel and it was agreed by the hotel that we could amend the stay from 2-4th but instead on 3-5th dec instead.. the date change incurred a small additional cost of £15.38 which I paid by card on the phone.

I checked into the hotel on the 3rd as agreed.

It was on the night of the 4th December upon our return at around 10.30 pm I was informed that I was due to check out on this day. The hotel frontline staff named mr Bhavesh was extremely unhelpful and demanding that we pay the additional cody of 1 night stay, failure to do this we would not be allowed in the room.!

I showed him the amended email which I received on the 2nd confirming the change in the stay . Mr Bhavesh wasn’t willing to accept this and demanded I pay the room charges immediately. I explained my situation to him and the reasoning behind the change.

I then contacted your online support asking for help to sort this out. I spoke with 2 different agents - giavani and jasmin.these agents failed to help sort this out . I explained to them that I was being constantly harassed by mr Bhavesh To pay the amount or I will not be allowed to stay. He told me they Hotels.com needed to send them the amended reservation details via your booking channel so they know. Without this they cannot let me stay or the other option is to pay.

I explained that I have the email confirming the change so why was he being so unreasonable and unhelpful?

I reverted back to the online agent who eventually ended the chat on 2 occasions. This then left me no choice but to pay the cost of the room for that night.

I feel extremely let down by all your support agents who reassured and promised yet failed to deliver.