In July I booked a hotel in Germany thru Hotels.com. I have herniated disks in my back & a torn meniscus in my knee, making stairs very difficult to use. The hotel I booked, Hotel Kimmig, had an elevator & also advertised private balconies with each room which was a real plus.
Upon arriving at the hotel, we were told due to a computer glitch with Hotels.com, there were no rooms available. We were sent elsewhere. The hotel we were sent to put us 2 flights up, had no elevator & no private balcony. When I called Hotels.com it was verified to me that Hotel Kimmig was had no vacancy before I made my reservation & that there was a computer glitch. I informed the customer service person that I felt I deserved some type of refund for not receiving a comparable hotel. I was told there was nothing they could do for me.
It's not right that I receive a lesser room at a lesser hotel & have to pay for Hotels.com mistake. As I said, due to physical injuries, it is very hard for me to navigate stairs & I paid for a private balcony which I did not receive. I wish to warn everyone that just because you pay for a reservation in full through Hotels.com it does not mean anything other than that they have your money. They are unable to guarantee their reservations & are not willing to refund when problems do occur. Don't trust them!!!
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