Hotels.com Review

I booking a room last summer. When arriving at midnight it was absolutely not what we had ordered. I called customer service but was stuck listening to music for half an hour. I just wanted to sleep but not in that room because it was HORRIBLE. Was luckily able to get the room I ordered for a little extra from the resort. I understand these things might just happen once in a blue moon or so I assume but I didn't like how Hotels.com Handeled the situation. They didn't want to accept fault and offered me a few bucks off my next booking which is weird incentive for a first time user with a bad experience, but I guess it was I nice offer none the less. Maybe I will try them again maybe not