Hotels.com
Charged for incomplete Venice reservation after website error, no reversal

We tried to make a reservation on Hotels.com for one night during our last night in Venice Italy. We got an error message, so we made a reservation using another service. According to the error message hotels.com did not make the reservation. 4 days later, when we got home, I found a charge for $140.76 for Hotels.com on our Bank of America Activity info. I called Hotels.com immediately and they said they would get back to me. It is now December 19 and I did not hear from them. I called them and was told that they can change the amount of the transaction to the amount they actually paid for the room. Darnel at ext. 3580 says that they have no way of knowing that I ever got the error message. They will not reverse the charge despite the fact that I have proof that I stayed at a different hotel that cost us $142.00 on the same night. The representative told me that I should have called the night the reservation was made in order to cancel. I told her I had no way of knowing that I was going to be charged for an incomplete reservation.

The amount Hotels.com paid for the hotel was $80.34 USA. I feel that since there was an error message and the reservation was never completed, I should not be charged at all.

The representatives at hotels.com have been rude and condescending. I am a very honest person, and I don't appreciate being called a liar.

Company: Hotels.com
Country: USA
State: Texas
City: Dallas
Address: 10440 North Central Expressway Ste 400
Phone: 8002468357

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