On April 17th my brother and I checked into the Best Western Sea Wake in Clearwater, FL which he'd booked through Hotels.com. The room was dirty (stains on the carpets, dirt on the walls, a dresser with a broken drawer), even though, it had a 3 star Hotel.com rating.
The night of the 17th my brother began calling Hotels.com to cancel the remaining nights he'd reserved while I called around to find us a clean accomodation elsewhere.
The first representative told him to check with the front desk to see if he'd be charged. The Best Western front desk said there would be no problem with a refund for the nights we didn't stay so my brother called Hotels.com back with this information.
A second Hotels.com rep said that it would be ok to check out the next morning (April 18th) and not be charged for the nights we didn't use. The rep clearly stated that my brother would only be charged for the one night we stayed. This second Hotels.com rep said to call just before we checked out of the Best Western in the morning and again right after we checked out. This sounded odd, but he did as instructed because we didn't know the Hotels.com procedures for this kind of situation.
The next morning (April 18th) my brother called and explained the entire situation to a third Hotels.com rep who said it would be ok to check out and he'd be refunded for the nights we didn't stay.
Right after we checked out, my brother called Hotels.com again and got a fourth rep who told him ALL of the other reps had been incorrect and that he would in fact be charged for all of the nights he had reserved, even the ones we had not used.
This contradicts what THREE previous Hotels.com reps said. This fourth rep said she was sorry for the misinformation the previous reps. Stated and would send my brother a discount coupon for his next hotel reservation made through Hotels.com. It is now JUNE (over two months later) and he hasn't received the coupon, yet.
I also tried to fill out the online Customer Service Feedback Survey three times and when I clicked submit was blocked from sending it. I got an error message that I was disconnected from the internet. This was not true because when I checked I could connect to numerous other sites.in addition, when trying to submit through the Contact Customer Care webpage I got the same message. After numerous attempts, I was finally able to submit the customer care form.
A dirty hotel, four different Hotels.com representatives giving incorrect information, no promised coupon, and online customer care feedback forms that cant be submitted online. This is a horrible way to run a company.
This is my first experience with Hotels.com and my overall impression is that this company is a great idea, but the way it is running now seems to be a mess.
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