Had a reservation I needed to cancel because of health reasons. Sent 3 emails to hotels.com. All 3 times they responded saying my emails were blank. An outright lie.
Finally on 5/10 I called. The woman "helping" me could barely speak English - I couldn't understand her. I asked for an English speaking customer assistant and she would not transfer me. I then asked her to speak slower and more clearly. I finally explained my wishes, and I thought I was quite clear, but she refused to refund my credit card. I tried to explain, and she still refused.
I hung up and redialed, hoping to get an English speaking person. The second person also did not speak English very well, but was better than the first. She said it wasn't their policy to credit an account, even outside the 7-day time frame. Said she would cancel the reservation, but would not give me my money back. So I told her never mind, I would keep the reservation.
This was NOT clearly stated on their booking website, nor made clear in the confirmation email.
Basically I have the choice of staying at the hotel despite this, or forfeiting my $300. I am furious. I only hope my husband is up to traveling by then so we will not have to forfeit the $300 for nothing.
NEVER book through this outfit. They are scammers. Go through a local travel agent if you must, or find a hotel online and call them yourself, and pay the few extra dollars (in my case it would only have been $16) for a decent, reliable reservation you can trust.
We must speak up and put a stop to this fraudulent representation by these scammers! They are supposed to be customer service people, but are only out to get your money.
With all I've read, I am now fearful that I will not have a hotel room awaiting me on May 26 when I arrive. Very unhappy with this company. Be forewarned.
I will NEVER do business with them again. Sadly, it has soured me on ALL internet travel "agencies." Go local, even if it costs a little more.
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