A resrvation was made with Hotels.com for Sat 9/17 at the Spa Resort Casino in Palm Springs CA. Due to circumstances beyond my control, I was unable to stay at the Spa. 3Pm Sat 9/17 I telephoned the Spa and regretfully informed them of my situation. The Spa then referred me back to Hotels.com, since I booked thru them a 3rd party, for assistance.
I then promptly called Hotels.com to inform them. I spoke to an agent and he attempted to assist me by re-booking but at after being on hold, he told me to call back on monday since the Spa's reservations office was closed. This agent then noted this in my record. Monday 9/19 Hotels.com was called and the agent assisting me recalled my record notes and proceeded to phone the Spa for re-booking. When he returned to me, he said that the Spa computers were "down" and instructed me to call again in 30 min. Call #3 30 min later I spoke to the same agent and again he tried to assist me with re-booking. At this time, I was put on hold for at least 20 min then disconnected. 4th call back, I spoke to yet another agent and at this point I was then told my reservation was a "no-show' status and had been charged? This was my 4th call and the 1st time hearing such possiblity that my reservation was charged complete. At this time I asked to speak with a supervisor and was put on hold for at least another 20 min then disconnected yet again? Not acceptable!
3 Phone calls and 3 agents had not informed me of my "completed" charged reservation and were trying to assist me. 2 E-mails were then sent to Hotels.com customer service requesting a reply and I have yet to receive one. Tuesday 9/21 I phoned Hotels.com customer service line and spoke to yet another agent. After going round with her, I find out that there was a break in communication. Hotels.com and the Spa had had problems connecting for the re-booking. Problems between "their" communication, none which was relayed to me at any time. I then asked to speak with a supervisor wondering why their lack of communication had become my loss. The supervisor tried to explain to me their cancellation policy, something I was well aware of, something her agents 3x did not enforce but mislead me to believe that this reservation was still active.
I am not looking for a refund, just to make this right and for them to honor their employee's attempt of re-booking. Why am I being penalized for their lack of communication and misleading information that re-booking was possible? Unprofessional and NOT GOOD business. Please help. Thank you.
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