I have used Hotels.com in the past and not noticed anything unusual about their services. This last weekend, however, when I booked a room, I discovered how bad their service is. We had a last minute trip to go see our daughter and planned to stay one night. The reservation through Hotels.com seemed to work fine and we found a nice hotel for a reasonable price.
When we decided to stay another night, we again went to Hotels.com to find another room. The price had gone up $20 at the place we had previously stayed and so we looked for another hotel. We found a different hotel for $114 plus tax which was the cheapest one they had listed.
We went to that hotel and it seemed fine, but in the morning we had a receipt stuck in our door which read that the room was only $89 plus tax. We contacted Hotels.com and they sent back a form letter type of email that their price guarantee only applied if we were to contact them before we registered in the room.
If they cannot give me the best price on hotels what does their service do? They could not even provide the current price at a hotel within their system. Furthermore, their customer support is zero. They simply sent a form letter about the issues, without addressing me as an individual.
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