Hotels.com
Price changed at booking, supervisors unhelpful and reservation not corrected

I had several options to book our anniversary weekend trip. Hotels.com offered pricing that was attractive and then it was changed at booking. I called to find out what was going on so as to understand the situation and get it fixed, or not, and was referred to a Supervisor. The Supervisor, Carol, was not at all helpful and put me on interminable hold. I called back, got Mario on the line and requested to speak to a Supervisor. Mario effectively refused to let me speak to a Supervisor.

I called back again. This time J.C. put me through to Mark, allegedly a Supervisor who was not very helpful. Mark and I were not very happy with one another but he said he would cancel the reservation except I would have to pay for the first night. Incensed at this pricing "bait and switch" I let him know that I would be in contact with my credit card company and would pay nothing. Pricing was no longer the issue. Trust and concerns regarding misrepresentation and fraud trumped "cancellation policy" which was set forth when I sought to cancel the reservation.

Having contacted the hotel only to find that they continued to show a reservation for three nights versus the one night as indicated by Mark the Supervisor I called hotels.com again. This time Mary gave me over to Alvin who also showed three nights and indicated that hotels.com was reluctant to cancel the reservation despite my conversation with Mark who had said he would make the change. Frustrated beyond all measure I then told Alvin not to change anything that I would work directly with the hotels' manager upon his Monday return.

Sadly, misrepresentation and/or fraud is inexcusable, unfathomable activity by any company. Intentionally bad service is worse. The former could be considered conjecture by some, the latter was without question.inexcusable!!!

Company: Hotels.com
Country: USA
Site: hotels.com

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