Hotels.com has the worst customer service and their website is misleading.
When you book through Hotels.com they act as an intermediary to resolve any and all issues about the reservations. But, even through their representation says that they have customer service and even though you are forced to connect to the hotel through them, they dont provide services.
I booked a hotel through Hotels.com for two nights stay starting the Friday. I booked the hotel Thursday. Within hours of my reservation, I called HOTELS.com to change/cancel or credit me because my corporate agency had booked a hotel at another location. The HOTELS.com were given a window of few hours to find a resolution.
I called Hotels.com offices to cancel or credit me for the W hotel and I spent good part of the day on my way to the airport being put on hold. I was made to wait and wait.
I called literally 6 times. The customer service people whoever they are, or wherever they are located in Bangladesh or in India had no idea what they were doing, and I had difficult time understanding them. They put me on hold and read from a scripted line. My cellphone was continuously charged. I spent literally two hours because every time I spoke with one person, it took them 20 minutes minimum and no resolution. Before I got on my flight, I spoke with a HOTELS.com representative who spoke English. He said he will call after he finds out more details.
When I got to my hotel at Ritz Carlton, in which my corporate dept had planned my trip, I called Hotels.com office with the opportunity to discuss canceling it, or crediting me and I also got his name. For duration of about 7 hours, no one from their office called me back. Nothing was done and no resolution was made. And the longer I was forced to wait, the more critical it was to make any type of arrangement for credit. I was charged for a stay that never occured and for hours they were unavailable to provide the service to credit or cancel.
Their office and website acts as an intermediary and there is no way to contact the hotel directly. I am forced to go through hotels.com channels and yet, they cannot resolve any issues and if they act as an intermediary, hotels.com has an obligation to provide the essential services.
They charged me for a stay that never occurred, refused to allow me to cancel, or modify or credit. Their customer service representatives made it impossible for me to call them or speak.
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