I booked a Vancouver hotel from Australia through hotels.com, in March last year for travel in July & received booking confirmation by email. Further confirmation was received from hotels.com three days prior to our arrival.
My family & I arrived around 8pm after flight from London, tired and desperately in need of sleep only to be told that there was NO booking (despite the email confirmation just 3 days prior)!! It took me the next 2 1/2 hours and $111.00 in phone calls back to Australia (to the phone number given on the confirmation) which were then rerouted to the U.S. Before finally getting a room in the hotel for the night. I had to make multiple calls as I was cut off more than once and put on hold for 30mins or more at a time. They refused to call me back as the call centre did not allow outgoing calls!
After returning to Australia, I contacted Hotels.com to request payment of my $111.00 phone bill for the calls made that night in an effort to sort out the situation. They denied all responsibility, blaming the hotel for cancelling the booking. Again, after many calls and emails, they finally offered 'compensation' in the form of a voucher to the value of the bill which could be used to book another night's accommodation through hotels.com! This would of course require even more financial outlay, and was totally useless to me to pay my phone bill! After I refused to accept this, I have been ignored and emails have gone unanswered.
Lesson learnt - NEVER book through Hotels.com again!
0 comments