Hotels.com
Ad customer service - customer care

I was unable to make a reservation that was made due to sand storm. The second night i showed up and it as canceled but i was charged anyway. I spoke to many different countries representing this hotels.com and every time i got something different. I wanted a refund for one of the two nights. Due to having to pay for another hotel the night i showed up. Hotels.com only made an attempt when i was on phone and when i wasn't they did not follow up and when i would call back i'd get the same issue today 7/9 finally after talking to 2 different countries got a manager that got the refund done but i was told it was a courtesy to me. What!!! I talked to at least 5 people over according to their corporate office 2 and 1/2 weeks and nothing done who cannot get a hold of a manager at the hotel in 2 and 1/2 weeks to issue refund. Also according to corporate all their many people i spoke to did their job and that i was not inconveinced or delayed anytime frame because they have 30 days to get results. I was also told according to the reps notes that they did their job and as I said so their job is only to call when I am on phone and not follow up. His response was according to notes they did their job... The fact that several times i was told i could not get manager or their name and that when i was promised a call back i didn't get one was ok service. I was also told he was as high as i could talk to apparently they don't have a president. I could also write a letter he says. I spent 2 and 1/2 weeks according to them calling and yet i was not inconvenienced and that I also should appreciate the fact they give great notes. Basically I needed to hold their hand to get results

Company: Hotels.com
Country: USA

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