I was booking a hotel for San Antonio, Tx to attend an Air Force graduation through hotels.com. After speaking with representatives of hotels.com and explaining to them in details exactly what I needed and expected and was willing to pay for in a hotel room, only to be lied to. I was promised a "suite" with a seperate bedroom for me and my companion and a sleeper sofa for her adult son.
I stressed over and over that we did not, under any circumstances, want to have to sleep in one room with two beds. But that's exactly what I got! I was assured by the representative that we would receive exactly what I asked for. He assured me of this more than once. And I believe him; booked my room right then and there. Paid for it in full at that time also because I was told it was the only room that fit what I'd asked for! I paid over $300 for the room I "thought" I was getting, instead I got a "suite" with one bedroom and in the one bedroom was two double beds and no sleep sofa in sight!
I inquired about this to the employee at the hotel and he informed me that their hotel do not even have such a room and haven't had sleeper sofas for over a year! Unfortunately he could do nothing to correct this dilemna because I foolishly booked through hotels.com.
So I called hotels.com immediately after learning that the hotel could not accommodate me if they had wanted to. I spoke with Mario, an employee of hotels.com, he was as cold and unconcerned as ever. He informed me that there is nothing he can do to help me and that I should have read my email which told me what I was paying for. I saw that I was not getting anywhere with him, as he seemed to be "programmed" to speak the same few sentences over and over, regardless of what I was complaining to him about. I finally asked for his Supervisor. His Supervisor, Eve, told me basically the same thing: "You should have saw your email and called to complain before you came." I informed her that there was no reason for me to think that they would book me in a room that I never asked for and charge me a higher price for my "suite"! She showed no compassion; told me that she could credit $30 back to my account and send a certificate in mail (which I will probably never see). Then she informed me that that's all she could do for me. I let her know how unhappy I was with the entire situation and how disappointed I was for using her company and how I would never ever in a million years use hotels.com again, before hanging up my phone!
I do not recommend hotels.com to anyone. I will definitely spread the word to family, friends, acquaintances and everyone else I know and do not know about what a lousy, deceitful company hotels.com is!
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