Hotels.com
Bait and Switch, a confirmation does not mean your reservation is valid

I prepaid for 2 a night stay at luxury boutique hotel in Quebec City with hotels.com (at their rate of $573). I received a confirmation from hotels.com and requested a late check in as my flight would arrive at 11pm which was clearly indicated on the confirmation I received. However, upon showing up at the hotel, the hotel no reservation under my name or hotels.com and they were fully booked!

Hotels.com customer service was non-existent and apparently they sold me a room in a hotel that was fully booked. The manager walked me down the street to another hotel (bait and switch) and the next morning, instead of sight seeing, I waited around to check back into the initial hotel on my confirmation after 2pm). I prepaid for a 2 night stay in a superior room. One night was a tiny room at the hotel down the street, the next night was in a tiny room, not a superior room in which I prepaid for.

On top of that, I have about $30 in roaming fees from trying to contact this company. THey only answer to book a new reservation, not to hear problems. I will never book through a website like this again.

Company: Hotels.com
Country: USA
Site: hotels.com

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