HOTELS.COM FABRICATED CHARGES IN YOUR BILL THAT ARE NOT REFLECTED IN YOUR RESERVATION Internet
I stayed at the Aria hotel from June 29 to July 2 of 2014. As always booked my reservation in hotels.com as an easy and convenient way to operate aside from the fact that it is very hard to opperate without actual invoices from your payments....beware business travelers.
As I made my reservation they took the information in their systems from ANOTHER of my bookings in which I was traveling with my family (2 adults and 2 kids.)
After completing my reservation I see that there are "Tax recovery charges and service fees" for an amount of $287 (being the total amount for the room $434.15. As I was buffeld by the charge I called and they say the charge is related to my family and I tell them taht I was traveling alone. They say they will change the reservation to reflect the number of people traveling...but ...THEY DID NOT.
After I return home I see the actual charge in my credit card has not change so I called again just to be told that "there is noting we can do about it...because the Hotel WOULD NOT ALLOW US"...get this! So the representative and later the Supervisor try to make me believe that a hotel needs to allow HOTELS.COM to return a charge that they made.
I don't know if I'm more enfuriating about the 287$ they ripped me off or their sheer stupidity in losing a loyal customer that actually has many other options to book hotels online as well as his entire company. WAKE UP!! customer retention is the name of the game here. It took me more than 5 years to create an account in their site (I used it only to esearch hotels) and less than 5 minutes to close it.
I see HOTELS.COM has only in this site more than 200 complains and most seem to be legitimate.