After using hotels.com exclusively for 15+ years all over the world, I can't recommend it to others with the conviction and confidence I once had. I booked a Dallas Holiday Inn for $135/night for check-in the same day. 6 hours later found out the same standard room I booked (and as obligated to) was going for $112 and a two-room suite was $122. Hotels.com made me aware of their Price Guarantee policy which involves a form being submitted 48 hours in advance of your check-in, so it had no bearing whatsoever. To the extent that I completely understand the nature of the hospitality industry, and the dynamics of hotel room availability and it's impact on rates; the price guarantee is completely useless. Hotels.com's cancellation and full refund policy addresses anything and everything that occurs prior to 48 hours pre-check-in so why would one debate or dispute a rate when they can cancel without penalty and simply re-book?The so-called price guarantee really just masquerades as policy and there's virtually no way to hold either hotels.com or the property accountable for significant price discrepancies. Or bait and switch tactics!Having promoted the room at the Holiday Inn as the "last available at this price" suggests that room availability will decrease and room rates will increase when exactly the opposite was the reality. I can't help but think that their affiliation with VRBO has tarnished Hotels.com, not only in it's feasible policies but in it's customer service. The CSR with whom I spoke advised me of the price guarantee guidelines and provided a link though she knew my situation didn't meet criteria (a hollow gesture transmitting a hollow policy) and was prepared to end my chat session until I asked to whom I should direct my feedback and if there were someone to whom my chat could be escalated? (Once-upon a time this would have been a natural suggestion by the CSR if a viable resolution were outside their discretionary authority). At least the supervisor (Kanjit) deposited the price difference into my rewards balance to apply to future stays, but it's also rather arrogant that a proposed resolution presumes use of the product or service in future. We will use Hotels.com again, but I can't confidently recommend it anymore to the friends, family and business associates who turn to me for travel advice (I am not a travel agent, I only act like one for many). It becomes evident in situations like these that the hotel.com "customer" is the hotel, not those of us using hotels.com to book rooms.
