Deeply Disappointed – Hours of Stress Over a Cancelled BookingI’ve just had one of the worst customer service experiences I’ve ever encountered with Hotels.com. My booking at Gravity Haus, Breckenridge was suddenly cancelled without my knowledge—including the night I had still planned to use. Despite sending multiple messages to the hotel via Hotels.com’s platform (and through social media), I was told the hotel “never received anything” and that I was a no-show—completely false.Hotels.com support was no better. I was passed between agents, told contradictory information, and had to chase them repeatedly just to get basic updates. At one point I was told the hotel hadn’t cancelled my booking, only for them to reverse that and admit it had been cancelled all along. I could have shown up with nowhere to stay. Eventually, after hours of stress and chasing, they reinstated one night—but the amount of time and energy this took was absurd.The worst part? Hotels.com consistently told me it was “out of their hands” and I had to deal with the hotel myself. If that’s the case, what’s the point of using a booking platform? I now have to re-book last-minute accommodation and am seriously reconsidering ever using Hotels.com again.Truly disappointed.
