Hotels.com Price Misrepresented, Not Complete Internet
Booked a room for three nights, carefully selecting based on reviews and price we could afford.
Hotel charged a $15 per night "service" fee plus tax. Would not have selected hotel. Felt Hotels.com had lied and not tried to back up their brand and reputation.
Great trip ends with a horrible taste.
Hotels.com will never get the market share they could have because of lost trust. Once lost, it is nearly impossible to get it back. In a year or two, enough people will have a bad memory, heard a bad story, that their business will begin to shrink.
Travel will always have problems, but some companies work hard to maintain trust at all times. Those are the ones that have been around for 20 years or more.