A Service Review of Hotels.com
I've used hotels.com four times to book a hotel. Each time I've used hotels.com, it's been a different experience. However, I highly recommend them because of how easy they make the process and their cheap prices.
The first time I used their services was to book a hotel in Revere, MA. The website was a bit lacking about the description of the hotel, which left me to decide with few details. I was a little disappointed when I arrived. However, this wasn't hotels.com fault. Since then, it seems that their website has more detailed information about the listings.
I didn't have any problems the second time that I used their service.
The third time I used hotels.com was on a trip to D.C. I requested a non-smoking room with two double beds. When I arrived, they had me booked for a room with one king-sized bed. This certainly wasn't all right since I had a friend staying with me. I returned downstairs and was switched into a room with double beds. It wasn't a problem, just inconvenient. I don't know if the mistake was the fault of hotels.com or the hotel I had booked. All I know is, the hotel only received one of my special requests, which was to be on a top floor. It would be a bit odd if hotels.com only sent the one request. So, I suspect it was the fault of the place I stayed.
The third time I used hotels.com was on another trip to D.C. I didn't have any problems at all with the service and the hotel did receive my special requests. I really enjoy hotels.com and plan to continue to use their service. I've never used any of the other services on hotels.com such as booking a flight or renting a car. But I imagine their prices are probably just as competitively priced as their hotel prices are.
Published by Angelie MacKenzie
Was also on the 2007 Top 1000 List. Writing has been a passion for as long as she can remember. View profile
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6 Comments
Post a Commenti recently used hotels.ca to book hotel reservation on March 11 at 8 am. I found a rate for the same hotel on expedia that was $15 less than they had quoted me. When I called back to ask about their price match guarantee they said "we cannot do price match cause they were already past their supposed cancellation period" they insisted that I should take a $30 dollar credit for a future online reservation but it was only applicable on specific dates and was subject to several terms and condidions.
I refused the offer and requested that the reservation I made an hour earlier be cancelled. The company called the hotel and I was double charged for the reservation on my credit card. As I checked in Hotels.com had charged my mastercard a cancellation penalty equal to the amount of the room.
I made the reservation an hour earlier and cancelled an hour later. But according to them because the reservation was made for the same morning it did not fall under their required notic
I have booked a room with them once at Best Western Plaza New York City. The cab took us to the hotel and it was not in New York city. We tried to cancel, but Hotels.com left us stranded in an unsafe location. We stayed at a different hotel, Hotels.com refused to refund the charge for full 4 nights of stay. Awful experience, spent 4+ hours on the phone with 0 results, no options for modifying the reservation, nobody took responsibility for the misleading hotel add.
Don't ever book with hotels.com or hotels.ca -- horrible experience. I talked to numerous oversea customer representatives as they exploit third world countries with cheap low labor cost call centers.. supervisor told me to go get a doctors note to confirm my cancellation. Faxed the doctors note in, I was given instructions that I would receive my refund in 72 hours time. It has been over a week now. Called back, and they are very unorganized as they have call centers in phillipines and el savador and now I'm suppose to wait for a call back because it was poorly notated ... the refund that is from the previous workers.
I had a terrible experience with the customer service. My booking and reservations were fine. After the trip when I was checking out there was a $90 a night cheaper difference in my receipt and what I had prepaid to Hotels.com. I called when I returned home to find out why this was and got the excuse that I was not supposed to recieve that reciept. The guy said this is how we make money sir and that was his only answer. I suggest that you keep searching with other websites so they cannot make any money.
I let it go at that because as a business owner I felt mistakes can happen and they did offset some extra expenses.
Then in September'07, I booked another business trip to Calgary, Alberta. This was a HUGE MISTAKE! I arrived at the hotel at 9 in the evening. Again, reservations were not booked properly by Hotels.ca. Again, we were left on the street. All the hotels in Calgary were entirely booked up. We were told by their customer service to find our own hotel as they could not help. The hotel staff where we landed up to our surprise was helpful in trying to help us find another hotel. It took a combination of two hotel staff, my wife and I about 7 hours on the phone and internet to get another hotel room. We ended up on the other side of the city at 4:30 in the morning and in one of the worst hotels you could imagine. I had scheduled conference meetings at the original hotel with 30 people early in the next morning. Again, couple of hours of sleep is all I had. Hotels.com had
WARNING' DON'T DEAL WITH HOTELS.CA/HOTELS.COM
This is in regards to review of service from Hotels.ca/ Hotels.com.
In August '07, my wife and I planned a trip from Toronto to Long Beach, California along with other stops. We arrived at our set hotel at 7:30 in the evening. We were told that we had no reservation. I called the customer service number from my cell phone with long distance charges applied. I was on the phone for couple of hours and still no resolution. We were basically left on the street until we had to find our own hotel. They acknowledged their mistake, yet couldn't help. All the hotels in Long Beach were totally booked until finally at 4 in the morning, we found a hotel that could take us in at a nearby city. My seminar was starting next morning at 7 a.m. it left us with only two hours of sleep. It cost me well over EXTRA $1000 plus HEADACHE/TIME/LOST BUSINESS.
When I got back to Toronto, one of their customer service managers agreed to $500 credit. I le