I booked a room through hotels.com a couple weeks ago. Went and stayed in the room, all good. A week later I am in a different city and state for a convention that I’ve had on the books for months, and I get an email notification asking me to review my stay at the same hotel, but for dates a week later, when I never was in town. Figured there must have been a glitch in their system when I did my last booking though that was impossible to see or recognize. So I figure I would call customer service and just get it resolved. Lo and behold I get some lady from some other country, who hears my American voice and immediately just starts treating me like I’m a liar and that I did this intentionally. So I tell her I am smart enough to not book a hotel for days I am not even physically there, and that I sure as hell wouldn’t go all the way through the process to pay for it and get confirmation either. She then tells me I did book it and did pay for it and get confirmation, at which point get really upset. So I’m guessing their webpage is doing this on its own if you go and book a room, where it can take your info and book you for other days without telling you. This is the only way this could have happened and used my card information to process a transaction. Since they would rather fight to the death over a $50 hotel stay on this, they must be admitting that they know their site has issues and is likely scamming people and they do not want to publicly admit it. I escalated to a manager, who is of course some other lady in some other country again, and she gives me the whole “our policies state…” crap, so it’s clear they had zero desire to try and figure out what happened, or even hear me when I said I was in another city and state when this supposedly happened. So, if you decide to take the risk and use hotels.com, there is a strong possibility this will happen to you, and you will have no process to fix or resolve it because they will ship your customer call off to some other country where nobody cares about anything. I would caution you that hotels.com is scamming you and will scam you out of money, and that if you live in the U.S., there will be no way to resolve it.
