Hotels.com does not provide "Best Prices, Best Places, GUARANTEED" as published on thier web page and TV advertisement.
Consumers,
I would like consumers to be made aware of Hotels.com's policy and what could happened to them.
I am writing to inform consumers about what could be border line deceptive advertising. Hotels.com's web page and TV
advertisement states "Best Prices, Best Places, GUARANTEED"
Then in fine print on the confirmation email they write "No refunds" which, I found out the hard way, means regardless of the hotel conditions.
Compliant sent to Hotels.com, TravelNow.com and Howard Johnson Hotels:
On October, 15 2003 Several of my relatives and I had a death
in our family and we had to fly from Massachusetts to Little Rock, Arkansas for a wake and funeral service. We contacted Hotels.com and booked 2 rooms for three nights at what was
published as a three star hotel, Howard Johnson Hotel, 111 West
Pershing Boulevard, North Little Rock, Arkansas.
Upon arrival in Little Rock, AR. October 15, afternoon we checked into the Howard Johnson Hotel.
We did not have time to check out the hotel room or its facilities, because we had to be at the funeral home
immediately after arriving in Little Rock.
Late that evening we got back to the HJO hotel room. We were tired and wanted to get some rest.
None of us were able to get a good nights rest that night due to the fact that the hotel was being
used as an Army barracks. 5AM the next morning we were awoken by the sounds of solders going by our rooms on their way to the mess hall (the hotel Cafe), which was an open area right
outside our rooms.
Mid morning some of us wanted to take a relaxing swim in the hotels swimming pool, but we found the pool water
was green and dirty and not fit for use.
We decided to check out and find someplace else to stay for the next two nights. We went down to the front desk and explained the situation to the hotel clerk and she said there would be no problem and checked us out. We were told that we would have to call hotels.com to get credited for two nights. We were not informed that we had to call hotels.com immediately.
After arriving back home in Massachusetts, I called Hotels.com and spoke to a representative. I explained what had happened in Arkansas and that we found the conditions at the Howard Johnson
Hotel to be unacceptable. The hotel was dirty, noisy and that the hotel staff told us that we could check out and call Hotels.com to get credit for the two nights.
The hotels.com Customer service Rep. Told me that it was the policy of Hotels.com not to give any refunds regardless of the hotel conditions. I found the CSR's attitude to be arrogant, rude and showed no respect for customer satisfaction.
I tried speaking with the manager and I recieved the same
canned response.
The Hotel.com confirmation page does state their policy of no refunds, but, I did not interpret it to mean regardless of hotel conditions. Hotels.com's web page and TV advertisement states "Best Prices, Best Places, GUARANTEED"
This is false advertising. What is Guaranteed?
We paid Hotels.com for three nights @ $64 per night for a total of $192.00 USD for each room.
We only stayed one night. Due to the awful conditions. We expect credit for $128 for each of the 2 rooms.
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