Complaint Review: Hotels.com

On July 25, 2008 I booked a vacation through Hotels.com, which included a local trip valued at $339.98.

Two (2) vouchers were issued on the same date, in the form of a contract, describing how both, myself, as well as the issuer were supposed to perform. Additionally, these vouchers/contracts required signatures (see attached copies).

I called, as required, on the vouchers/contracts 24 hours in advance to confirm my reservation, as well as the hotel we were supposed to be picked up from. The operator told me we will be picked up at 6:45 (see attached copy of hotel charge for call to the phone number indicated on the vouchers/contracts).

The following day we waited until 7:30 AM, and nobody showed up. My son went in the hotel, and called the tour company from the Bell Desk. They would neither make other arrangements, nor give us a refund.

I then called Hotels.com, who kept me on hold at the hotel Bell Desk for at least 30 minutes, but offered no relief. Meanwhile I learned from Tina, a Bell Desk hotel employee that mishaps of this sort happen often times with tour companies booking services and not showing up, as the services were not booked through the hotel.

I immediately called Master Card Customer Service to place the amount in dispute, as I made every effort to perform my part in this transaction. There were no records or messages that someone had tried to contact us the morning of the trip.

I feel this is a fraudulent charge to my account: as the vouchers/contract were neither signed, nor turned in, and therefore, the money should be credited to my account.

Pia
arlington, Virginia
U.S.A.