The complaint has been investigated and
resolved to the customer's satisfactionResolved Hotels.com — terrible experience!
resolved to the customer's satisfaction
On my first use of the service hotels.com I noticed that the page for credit card transactions is not secured. So when I called to make my reservation, I guess I was supposed to read all the disclaimers on the website first, which like an idiot I did not so I was extremely surprised when making the reservation that money had to be paid that very moment.
I couldn't even make plans to pay in cash, it had to be credit card, Money order, or nothing. When the Rep had answered the line my dog barked so I didn't catch her name nor did I think to ask at this point. The first thing they want is the credit card information, even before you actually find out if a room is still available or if it's the one you paid for.
Since I was paying extra for a "Pool" view room why hadn't she read this back to me when verifying the room? "It will be noted on my account, right?" I am told "No" they don't guarantee the room, as she went on I was quickly seeing they didn't guarantee anything! I asked her to note it on my account, I am paying extra and I don't want to end up over the parking lot! She says she's just suppose to read what's on the paper and that's all she can do (boy she got that right) she had this attitude like I had interrupted her day and continued to sigh the rest of the conversation until I was getting upset that she could by no means guarantee my Pool View Room. I said I just can't understand how you can be in business and offer No guarantees, she starts laughing at me like I'm a twit. I explain that I really didn't appreciate her laughing, this is my...CLICK!
She hung up on me! I had no confirmation number, no name of the Rep, nothing to verify this reservation, BUT she had my credit card number! I tried for over an hour to get in contact with hotels.com again, I received "Your call can not be connected at this time" or something very much like that over and over again.
A bit scared as she had my credit card number and I had nothing, nil, nada, zilch - I called my bank, she had already charged my account the charge for the two nights, over $150! While on the phone with the bank we tried yet again to get through to customer service at hotels.com only to find that to verify whether she made the reservation and I didn't have a booking, reference number they asked for my credit card number again! So now it's twice and to two people I've given my number (Nothing is secure on their website for credit card transactions so I'm not certain that it's safe on the phone either). The lady at the bank asked the Rep, "is this the only way when someone doesn't have their reservation number." "Yep!" he says. Since my bank was with me on this I gave it, found that I did indeed have a reservation for the extra money yet still no guarantee on the Pool room.
I insisted because of the treatment that it be noted on my booking. I HAVEN'T EVEN TRIED TO USE THE BOOKING YET! I cry to a supervisor finally, hours, stress, and emotional exhaustion later and I am told they will give me a $30 break - well ain't that nice, I'm a sobbing rag after all this and I still don't know what I will find on the other end. Five days later no credit of the $30 has hit my bank. When I call I get a foreign voice I cannot for the life of me understand and when I ask to speak with someone else she continues to try to say things in English (I guess anyway). Come to find out, I will get my $30 back within 30 days!!!!!! They demand their money the day of, yet I will wait 30 days before I will know if they will actually refund 30 measly bucks.
My trip is still a month away. This is/was the last time I will ever use this service and I will dissuade others! Wonder what I will have to go through and what the hotel ACTUALLY has - what a way to ruin your business. Surely the rich people who use this service over and again could care less about a few bucks and their room is most likely a suite. Hotels.com, I know you won't miss me, but you might miss some of the people I tell about my experience.