Hotels.com review: Reservation/confirmation/refund

On 1/10/2024 We made a reservation at hotels.com for Red Roof Inn in Tucson, AZ. After booking it around 7:00p we went to the hotel and they would not take the itinerary # sent to us in the email. They wanted a confirmation number. My wife and I called numerous times to hotels.com and all we got was the phone tree, when we finally were able to get somewhere to talk to someone, we were hung up on. I called 5 times and my wife continued to try until 11:15p having called a total of 7 times. Never being able to get to a real person. Needless to say were were not able to stay and had to book at another hotel in the area in person. We tried to resolve this on the 11th by calling hotels.com. We were told we did not dispute it on the 10th, which is crazy, that's all we did that night. There was no way to get to a person. We did call the right number of [protected] and all it did was go to a phone tree and then getting hung up on each and every time we thought we were finally able to talk to a real person.

However, hotels.com transferred us twice on the 11th after hearing the our complaint. The first person tried to call Red Roof, with no answer. We were then transferred to another person who said they sent an email and the Red Roof would respond in 24 hours, to confirm we did not stay the night there. I called 27 hours later on the the 12th as I had not received an email from hotels.com after 24 hours.

Then began another time of talking to 2 people at hotels.com. They said now that it was 72 hours and not 24 hours to respond to us about a refund. We feel this is fraud. Finally, the person said they would call Red Roof Inn in Tucson, and because they talked to the general manager they were able to refund our money to us. Then the person 'scolded' us for not having called on the 10th! She was hostile and unwilling to hear that we had done just that for hours, but never getting to a live reservation person on the 10th. We are very frustrated. They need to listen to the consumer and having called as many times as we did on the 11th and the 12th, there should have been notes of all our calls under our itinerary number.