I booked for a 3 star hotel in goa in april for 10 days which costed my 20k. I paid the money in full. Later I came to know from a different website that the hotel was not so good. SO I tried to cancel the hotel immediately by calling them. They placed me on hold for quite long and they asked me the reason for cancellation, Once I stated the reason for cancellation, they offered me to suggest different hotels of same price. The customer care person was completely misguiding me telling that Calangute was located in south Goa, but it actually is located in north goa. When I argued about that he contradicted and I saw no’point in argument. I told that anyways I wanted my reservation to be cancelled. He place me on hold for long and confirmed that my reservation was cancelled and I would get my refund in 7 - 10 days.
5 days before my trip I received a Booking confirmation for the same hotel, for the same dates from them. I was infuriated and called them immediately, After placing on hold for long so many times they told me that there is not history of my cancellation while I have cancelled well before 25 days of my trip. They again took a note of it and told that the cancellation will be processed.
3 days before my trip as a precautionary I called them up and checked if my booking has been cancelled. I did this coz I had not received an cancellation confirmation mail from them. As I doubted the customer care ppl told that my cancellation has not been processed and the booking was still active. I didn’t know how to react to this. Furthermore he told that since I have no cancelled it well before, ther is no refund that would be given on this booking. I completely lost it. I had to explain the full story to the customer care guy and quote the names of the ppl to whom I had spoken and then he told that this time he had surely processed my cancellation. Even this time I have not received any cancellation confirmation mail.
1 day before the trip I called hotels.com again to ask why I have not received any booking cancellation email, the customer care person told that my booking was still active. I really thought this was the height of recklessness and screamed at him, then he placed me on hold for at least 30 min and finally told that my booking was now completely cancelled and for which I received an e-mail.
After a few days I got my money back with great difficulty.
I would have wasted atleast 5 hours talking to hotels.com. They are completely waste, stupid, non sense, full of losers website.
STRICTLY AVOID