I got a NON AT ALL cooperation from a cancelled reservation that I did with HOTELS.com
Here's the story.
On July 9th, I try to make a reservation for a hotel in downtown Buffalo via Hotels.com. Unfortunately, I probably click the wrong hotel and I made a reservation (#11325217938:3 rooms) with the facility, the Buffalo Courtyard Airport hotel. When I realized my mistake, I cancelled my reservation. However, I then realized that this reservation was not refundable. I then call Hotels.com customer service two times with very poor results. Then they transfer me to their customer dispute service and ask me to wrote a email to them to solve the issue. I propose Hotels.com two options:
Ideally, cancel my reservation with a complete reimbursement OR Maintain my first reservation of the 3 rooms initially as the worst case
On July 30th, I did get a response from Hotels.com that was resume thereby: Following your demand, I contact the hotel to try to negotiate the acceptation of your reimbursement but they refused.
I then respond back that I can understand this, but at least can they maintain my initial reservation. I even wrote that I can accept a penalty for my error but I don’t want to lose $485 for nothing.
On August 13th, I finally receive a response back from Hotels.com that they cannot respond to my request via email and then ask me to call back this number: 01 57 32 47 82, which don’t exist???
On August 13th I call the hotel directly and exchange email with the manager in duty.in his email (see below), he said he will be glad to maintain the reservation but the 3rd party Hotels.com need to autorize the hotel to them bill back based on the transaction.
On August 14th, I call Hotels.com 2 times to say that the hotel is ready to accept my reservation if they call them back. But guess what? They said that they were not able to reach the hotel by phone. The second CSR even said they hang up on her??? I then call back the Hotel and the second ring somebody answer the phone. Obviously HOTELS.com act in badfaith here. When I ask for a manager names or a email from somebody who can take decisions, they said they cannot do thet due to their policies??? This is absurd.
Now I send back aemail to the hotel asking them to call back Hotels.com to help me solve this. I depend on the hotel good faith now.
You cannot treat customers like HOTELS.com do. This is unnaceptabvle to constantly lie to customers and EVEN saying lies about the suppliers not answering the phone.
I just want my reservation that I paid $485 happen on Sept 28th to the Courtyard Buffalo Airport hotel. That's it. What so complicated about this?
This is the emails exchange that I got from the hotel that I book the reservation
I think Steven works at night right? Hotels.com says that they tried to call you but it seems that you hang up??? I cannot believe this. I'm calling now but I never saw a company doing on purpose, giving a bad reputation to their supplier of services. This is amazing...
Jean Rodrigue
Directeur des Opérations Manufacturières - Director of Manufacturing Operations ASPAMILL INC.
1225 rue Hodge Montréal QC CANADA H4N 2B5
Tel: (514) 748-7711 Fax: (514) 748-0300
[email protected]
Message d'origine
De: Jean Rodrigue [mailto: [email protected]] Envoyé: 14 août 2013 09:00 À: 'Steve Atlas'
Objet: RE: Courtyard Buffalo Airport
The other 2 names was Louis Boiteau and Alain Bélanger. I call Hotels.com this morning and AGAIN their not able to help me. They said that they tried 2 times when I was in the phone to reach the your hotel but nobody was answering. I'm pretty sure it's baloney. I'm need your help on this one if I want this transaction to happen. THX!
I'm gonna call Expedia to see if I can get something rolling but I will so glad and thankful if you can call Hotels.com.
Jean Rodrigue
Directeur des Opérations Manufacturières - Director of Manufacturing Operations ASPAMILL INC.
1225 rue Hodge Montréal QC CANADA H4N 2B5
Tel: (514) 748-7711 Fax: (514) 748-0300
[email protected]
Message d'origine
De: Steve Atlas [mailto: [email protected]]
Envoyé: 13 août 2013 17:46
À: [email protected]
Objet: Courtyard Buffalo Airport
Hello Miss Rodrigue,
My name is Steven Atlas, and I am the Front desk supervisor at the Courtyard Buffalo Airport. I was responding to the fax that we received earlier today, let me first say that I am sorry to hear about all of the problems that faced with this reservation. From what I understand is that you just want to reinstate the reservations, and we would be more than happy to do that for you. The only thing is, is that we can't reinstate them unless the 3rd party calls us to let us know that it is okay for us to charge them. When you book through a 3rd party website you pay them and then the hotel direct bills the company, so we need to get the okay from them. Also, you said there were 3 rooms but I was only able to find one under your name, could the other 2 rooms be under someone else's name? If you need any help from us to get a hold of the 3rd party, feel free to contact us.
This is the number for hotels.com - (800) 346-8357, here is the number for expedia (which owns hotels.com)-
(877) 787-7186
Steven Atlas
Front Desk Supervisor
Courtyard by Marriott Buffalo Airport
4243 Genesee Street
Cheektowaga, NY 14225
T-716-633-2700
F-716-633-8008
0 comments