I used Hotel Hotline to reserve a room at the Microtel in Pittsburgh, PA. When I arrived at the hotel, they had no record of my reservation. So I stood in the lobby of the hotel, trying to get through to Hotel Hotline. I spoke to one woman, who said she would fax over my reservation as soon as possible. A half hour later, it still had not come through and I was still stuck in the hotel lobby. So I tried calling again. Three times the operators hung up on me before I could even tell them what was wrong. I finally got through to a man, who again said he would put the fax through as soon as possible. Fifteen minutes later, it was almost eleven at night, and the fax finally came through.
I complained on the company website. They apologized, but did not offer me any sort of compensation. They said that they only had record of me calling twice, which would make sense, because the other two operators hung up before even taking my name. The person who emailed me, basically argued with me, esentially telling me that I was in the wrong. I will obviously never use this company again. They quoted me $60 for hotel and $8.95 in taxes and fees. But another $6.95 appeared on my credit card statement, for Hotel Hotline. I do not want to pay them even seven dollars. They didn't do their job, and they wouldn't let me cancel my reservation. Otherwise I could have been in my hotel room in ten minutes by getting a room at the front desk. The woman at the front desk was wonderful and she was appalled at the unprofessional way my reservation was handled.
I simply want a full refund. Surely Hotel Hotline can refund me $76 without breaking their bank. Since their actual website will not offer me a refund or even acknowledge that they were in the wrong, I have to use a third party.
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