This was my 3rd time booking through Hotels.com, I had been pleasantly surprised the first two times, so as I was bording the plane to Barcelona I trusted that I could book a reasonably priced hotel before take off. (My husband did not want me to book the hotel before boarded the plane since this was a last minute trip). I searched for hotels within 0.5 miles of Barcelona city center. I showed the results to my husband and his co-worker, they agreed on a hotel which I then booked. Upon arrival we took the bus downtown to find our hotel. Once in downtown we stopped at the tourist information booth to ask for directions to our hotel. We realized something was wrong when neither of the information guides had heard of the hotel. Needless to say our downtown getaway turned out to be 26 km outside of the city centre. I contacted the company about the issue and was told not to cancel and request a refund through the hotel if I wanted to receive a FULL refund through hotels.com. I was never contacted again, and when I e-mailed the contact e-mail address again I was given a generic call this number (which costs way to much long distance to ever actually dial) Based on 1. The apathetic disposition of the company to rectify the problem and 2. The two large bits of misleading information that I was given resulting in this waste of money, I am NEVER booking with them again! This is a shame and poor decision on the company's part since customers are the best form of free advertising a company can have. It takes 15-20 happy customers to cancel out the damage done by 1 angry customer. I notified hotels.com that I would make their actions known if this was not dealt with. Future consumers beware, this is not a reliable or trustworthy company.
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