In November, my husband planned to travel across country on business. Given that he had not been to that part of the country previously, he decided that he would give hotels.com a chance. His experience in booking was quite good. The individual on the other line was knowledgeable and polite. He took his information and the two night hotel room stay was booked.
Out of curiosity, I encouraged my husband to call the hotel that the .com had arranged for him to stay in directly, and ask about their prices. We anticipated a savings of about 30-40 percent, although they advertise 70 percent. To our dismay, the price was only 10 dollars less from the 89.00 a night that he was quoted on the phone.
The next morning, my husband business was cancelled, and he called hotels.com promptly to cancel his reservations. In fact, he first called the hotel to cancel directly and was informed him that had he made the reservations directly, there would have been no problem. But since he had made the reservations through the .com, he would have to call and cancel direct. He did just that.......... and there in the HELL BEGAN...
As soon as the individual on the other end was informed that this was a cancellation, my husband was placed on call. We had to make two successive calls, each time being placed on hold. Finally, my husband called and immediately asked to speak to a supervisor. When the supervisor came on the phone, his manner was as if my husband had killed his mother!!!
Gone was the professionalism and soft spoken, gracious individual who had helped him book and because my husband was scheduled to fly the next day, he was informed that it would be IMPOSSIBLE to cancel because he did not give the appropriate 24-hour notice. My husband noted that he had just found out and had only booked the flight the night before. IT mattered not.
Although he was calling 18hours prior to takeoff, they informed my husband that it would be impossible for them to cancel without penalty and therefore he would be charged a one day fee. Left without recourse my husband acknowledged the transaction as terminated and proceeded to call the hotel again.
The hotel informed my husband that indeed a cancellation could have been made without penalty had he made the reservation directly, ’’because we are always busy’’.
Dear reader: Beware, beware, beware of any .com that guarantees great accommodations, easy, reliable, wonderful service, basement prices and a room fit for a king. If is sounds too good to be true....it isn’t.
Our experience has taught us to make direct reservations with the hotel, or allow a reputable service agent to book. We were left paying for a full day, when the hotel acknowledged that they would not be charging the .com for the cancellation.