My sister and I and our two babies had reservations via Hotels.com months in advance to stay at a Sleep Inn at the Bradenton, Florida airport. We paid for the week's room in full before we left for our trip. Upon arriving at the hotel, the manager acted like we had no reservation and refused to help us. We then called Hotels.com, confirmed our reservation and had them call the hotel to tell them to give us our room. Once again, the manager told us he didn't know what we were talking about, yelled at us for even using Hotels.com and refused us our room. We had 2 crying babies and no place to stay during a spring break week and it was nearing 9:00 at night. We again called Hotels.com and they didn't do anything else to help us find another room. We were refunded our money, but the only place we could stay with vacancy was at another hotel around the corner that cost us almost twice as much. Hotels.com would not reimburse us for our extra hotel expense.
I continued to try and email them about the situation and even asked them to take that particular Sleep Inn off of their hotel options on their website. Weeks later, the hotel is still on the website as an option to travelers and the only thing they've sent me is a $50 voucher to use them again. They must be crazy to think I would subject myself to such awful service and conditions! I will never book with them again.
Travelers, please use another hotel booking service to avoid being left stranded on your only vacation of the year with no place to stay and spending twice as much due to Hotels.com and their incompetent service.
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