Hotels.com Terees, agent and Ann - a Supervisor in Manilla, Philippines hotels, hotel, vacation, rooms, resorts, beach, beach front, rentals, condos, accomodations, discount, discount rooms, family accomodations, family, business, Internet
Hotels.com American based agent, Terese, told us that we could reserve "the last room available" right then, verify the beds and pet policy, and that if it wasn't what we need, they'd refund our deposit in 24 hours.
We contacted the hotel directly and learned that their policies did not align with our needs, so we called Hotels.com back in a few hours to cancel.
Hotels.com took the entire payment of $752.60 within an hour. Operators located in Manilla, Phillipines, informed us that we'd get our money back in a week. I asked to speak to an agent in America - they beat around the bush and tried to sell us another property, all the while insinuating that I was to blame for making the reservation. Then they said they couldn't connect to an agent in the U.S. no way to transfer the call.
What a rip off. they lied to us at least 3 times, and now my pregnant wife, our 5 year old son and I will miss a long awaited holiday and reunion with friends while we sit waiting for a refund from the liars at Hotels.com.
Yeah,, we'll get our money back I'm sure - but nothing will make up for the tears and heartbreak that my wife and our little boy will shed over this. Unfortunately, I'm in transition and am not working, so money is so tight that we simply don't have the resources to pay for it again and wait for the refund.
That's not Hotels.com's fault - lying to us about the refund is. I would have NEVER made that reservation and put our ability to make the trip in jeopardy.
I also learned that the hotel would've given me the SAME DEAL if I had called directly. (I felt great when I heard that.....)
Call the hotel directly, and avoid the danger of getting false or inaccurate information from the heartless at hotels.com.
From a Traveler at home with a broken vacation.