Hotels.com
Agent booked an extra night without authorization, charged no-show fee

July 3rd my sister and I decided to go to San Diego and I called HOTELS.com reservation line to redeem one of my 'rewards' and book a room for one night. I spoke to a Jonathan (I believe) and booked my one night stay at the Comfort Inn Convention Center/Gaslamp hotel in San Diego, CA. The confirmation number given to me was #16991579990 and I was quoted $52.25. It was for check-in 7/3 and departure 7/4. We immediately parted for our trip.

A few days later I reviewed my personal bank account and was surprised to find I was charged $52.25 AND $110.84. I called their customer service line to find your reservations agent booked an additional night for me under a separate confirmation number without my knowledge or authorization. Your agent contacted the hotel to confirm I checked out 7/4 and NOT 7/5. The agent never returned to the line and disconnected me.

I contacted the hotel to learn HOTELS.com booked me for an additional night under a separate number and they charged me $110.84 as a no-show fee! I called back and spoke to someone else at HOTELS.com and explained the entire situation again only to be offered "HOTEL BUCKS" at $ 120 and a dismissal. I spoke with a supervisor who told me I was responsible for the additional reservation because I should have read my confirmation emails and he also told me your company does not offer credit card refunds. It is extremely disconcerting to me that the burden of proving I DIDN'T make a purchase lies on me. This is an error made on behalf of their reservations agent and NOT me. This is an unethical business practice and a fraudulent use of my credit card. I have reported this unauthorized transaction to my bank.

Company: Hotels.com
Country: USA
State: Texas
City: Dallas
Address: 10440 North Central Expressway, #400
Phone: 8002468357
Site: hotels.com

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