Hotels.com
Non-smoking room unavailable and refund refused

Recently I had made reservations at a hotel through Hotels.com. Everything seemed right until we reached the hotel. I had booked a non-smoking room because my wife is asthmatic. When we reached the hotel, the clerk at the check-in counter told us that there were only smoking rooms available because they had to do some remodeling, and that they had notified Hotels.com about it and asked them to notify all the customers who had bookings with them. I was really annoyed because Hotels.com told us nothing about this.

I called Hotels.com to cancel my reservation and said I wanted my money refunded. When the supervisor came on the line, he told me that the money would not and could not be refunded because they had already paid the hotel. He did not give me a chance to speak; he just hung up on me. When I asked the hotel if they were paid, they said that they did not receive any such payment, and this is not a new thing with Hotels.com. I was really ripped off and could do nothing about it. I will never use Hotels.com again and will make sure that no one I know does, because they are not going to leave anyone alone and will surely fool everyone who believes in them.

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

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