Absolutely terrible customer service
Educated, care about the details, love to travel, a bargain lover, internet savvy, Internet User
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JAN
20
2009
Hotels.com —
Terrible customer service.I had prepaid in full, and when I showed up at the hotel, the hotel had no records for me. After spending 1.5 hour on the phone (and waiting for their faxes to show up at the hotel), they still couldn't fix the situation.
The only option they gave me was to cancel my reservation (and refund my money). They didn't care to make the situation better, nor try to get me a room at another hotel. For a person who showed up in a new city without a place to stay, I was pretty upset.
Then they made it really hard for me to cancel. They wanted to speak (or rather, yell) at the hotel manager, made me wait some more, and then told me that it will take them 30 to 60 days to process the refund! I told them absolutely not, but they never acknowledged that things would be done any faster.
Judging from the accent of the customer reps (I had to work with 3 different ones on the calls I've made to them) and their argumentative demeanors, I am guessing that Hotels.com outsource their customer service to some firm in India (who doesn't really give a hoot about the reputation of Hotels.com nor their customers).
Before you book with them next time, BEWARE ....
Last edited on Jan 20, 2009
Hotels.com is not recommended by GeezAWhiz
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