Hotels.com review: Your customer service

I have booked dozens and dozens of hotels through your website over the years. Two times I have had issues with hotels I have booked through you. Both times, you take ZERO accountability. You blame the hotel, the hotel blames you. Just came back from Suites Sistina in Italy. Had a huge issue there. Called your 1-800 ... same thing as before. Nothing you can do. I am so tired of no one taking responsibility for anything. If all you do is say, "that's the hotels issue, you'll have to deal with them" then what is the point of using your service? My itinerary number for this reservation is [protected].

The issue that, on your site, you list the hotel as having on site parking. Not only did they NOT have on site parking, the hotel is in a limited traffic zone, which means rental cars cannot enter without being fined. That is not listed on your website, nor the hotels. The result is that I am facing hundreds of dollars in fines because of misinformation ON YOUR SITE. I googled that hotels can call local Rome police and give them license plate numbers of hotel guests with rental cars so that they will not get the fines for entering the no traffic zone where the hotel is located. The hotel refused to do that. Your company said "nothing we can do". Well that is unacceptable.

I booked the hotel from you, relying on information that your company provided on your website. I was offered a token $50 for my troubles. That is an insult. If you refuse to do anything about this, then I will no longer be using hotels.com, nor will my company. HORRIBLE customer service from you so far. I am really hoping you do something to change my mind and try to keep me as a customer. Otherwise, I will never use you again.