I made an online reservation using Hotels.com for one night at the Philadelphia Airport Marriott. Due to events beyond my control, I had to cancel my reservation. I never stayed there. I called the actual hotel and they said because I made the reservation with Hotels.com, it would be up to them to issue a refund but also advised me that they (Marriott) themselves did not charge any fees because I was calling before 6PM which is part of their canceling policy. So I called Hotels.com and promptly denied my request for a refund saying that the Hotel (Marriott) imposes a cancellation fee so they pass it on to me. They also stated that the cancelation policy is clearly stated. I told them that the hotel itself would not seek a refund from Hotels.com so why would they still charge me and deny my request? They put me on hold, and when they came back up, informed me that they had contacted the hotel in question and that I was correct and that they would refund me the full amount but to allow for 3 business days for posting of my account. I waited and a week later the charges went through. I called up and got disconnected 3 times after being on hold every time. I wrote to them via e-mail and they wrote back informing me that my request was denied. Today I called them again and they said that the original customer serv. Rep who was authorizing my refund had made an error and therefore my request and subsequent refund were invalid. So today I started a claim against them with my Bank who holds my credit card for a full refund. I was told i would get a credit immediately but it could take up to 3 months before a decision is given. Be careful with Hotels.com. Their cancellation policy they say is based on the hotel you are staying at but as I have shown you guys that is not true. Hotels.com ripped me off and will never use them again.
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