I sent my mechanics to work on an aircraft in Mexia, TX. On the way they had engine trouble and diverted to another airport they called me and I cancelled the reservation. The manager of the hotel was unavailable, but hotels.com spoke to his mother and she said she was not authorized to cancel. They told me that it was on record that I cancelled, but couldn't give me a confirmation number because the manager of the hotel was the only one who could create that. The next moring I called again to cancel, same thing - manager not available, no confirmation number. That friday we were charged the full $334 for the entire stay, but we couldn't cancel the reservation becaus the manager was unavailable. Hotels.com hid behind policy and stood behind the charge, because the policy was clearly stated. However we made every effort to cancel the reservation and by making himself unavailable the manager was able to circumvent the system and swindle the money out of customers he wasn't even available to serve. BTW - the hotel is called Kings Hotel in Mexia, TX. When the guys finally got to Mexia, they drove by and even if they had made the reservation they wouldn't have stayed there, because it is a scary dump. When two perfectly tough guys, one being a marine who has slept comfortably in the mud, won't stay at a place it must be pretty bad. Hotels.com people are very nice, but not help whatsoever, they told me they opened an investigation, every time I called I had to re-explain the situation and they all pulled the same stunts..."You have to cancel... Within a certain time - otherwise we charge you blah, blah, blah..." Basically, we're stealing your money and there is nothing you can do about it.
Never use Hotels.com. Kings Hotel in Mexia, TX has an absentee manager.
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