Hotels.com
Hotel had no record of paid reservation, 41 minutes on calls

My first experience with Hotels.com was wonderful. The hotel had my reservation, and there were no problems. My second experience was another story. I booked a hotel stay through the Hotels.com website. My credit card was charged the full amount, and I received an itinerary number and proof of payment.

On the day of check-in, I called the hotel, but they had no record of my reservation. The reservationist told me to call Hotels.com and have them fax my reservation. I called Hotels.com, and the gentleman told me that this was the hotel's fault, and I would have to wait until check-in to call back to have my reservation re-faxed. I called back to speak to another agent. This agent put me on hold, and after waiting 10 minutes, my call was disconnected. I called back again, and demanded to speak to a supervisor. I was put on hold, and then the agent came back on the line and told me her supervisor was on another call and could not talk with me. The agent agreed to fax the reservation to my hotel. This call took 41 minutes (cell phone minutes) before everything was wrapped up.

I now wish I had paid a bit more and reserved directly through the hotel. I wasted a bunch of time, and started off my vacation in a foul mood. Not worth it.

Company: Hotels.com
Country: USA

  <     >