What a mess. I booked a vacation package (Hotel & Airfare) through Hotels.com, and paid $700. I received my receipt & confirmation by email, and everything was correct. When I arrived at my hotel I was only booked for 2 nights, instead of 3. The hotel I was at was booked solid, so they couldn't rent me another room.
After calling for 2 days, being on hold, hung up on, and spending over 3 hours on my cell phone with them, they admitted their mistake and booked me another room at a different hotel. They told me they needed my credit card info to book the room, but they would reverse the charges immediately, and give me $100 on top of it for my trouble. The room was $288. They charged it to my account, and refused to give me a credit. I was totally scammed.
When I called customer service again, two weeks after my vacation was over, they basically told me "too bad, write the company if you have a complaint." So I paid for their mistake. I have spent an estimated 8 hours on hold, talking to different people, and being hung up on. I would have never given them my card info again had I thought they wouldn't reverse the charges. I have a written confirmation of the dates I paid for initially, but it hasn't gotten me anywhere. The customer service reps would not give me a supervisor or a manager no matter how hard I tried to get this info. Horrible experience, ruined my vacation, for your own sake don't use these guys!
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