- Report: #41707
Complaint Review: Hotel.com - Dallas Texas
-
Author Not Confirmed
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Hotel.com
8140 Walnut Hill Lane Suite 800 Dallas, 75231 Texas, U.S.A.
Phone:
800-246-8357
Web:
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Hotel.com Hotel discount.com Horrible Hotels Horrible Customer Service a bad combination abused & mistreated Dallas Texas
I rented 2 nights in a hotel called University Centre Hotel in Gainesville, FL for my Sister in Law, her 3 children and her father so that she could attend my wife's graduation ceremony from University of Florida.
When she arrived, she found that one of the beds sheets had been urinated on, there was human feces in the towels and urine all over the bathroom. The hotel was unable to fix this problem and/or move her to a more suitable room. Seeing that they JUST drove over 7 hours after a long day of school/work for their entire family, they decided to sleep on the floor since they had NO WHERE ELSE TO GO.
When I learned of this travisty the next day, I REFUSED for them to return. I called the hotel and DEMANDED a refund which they refused since I was booked through hotel.com. I was in the process of moving at the time and my house will packed w/ boxes. I had to perform EXTRA work by moving 2 rooms full of boxes to accomadate them.
I REFUSED to allow them to sleep in such a sty. I called the hotel, notified them that I was disgusted with their quality of Service and that my sister in laws family was not going to return for the 2nd night. When they went back to retrieve their belongings, there was a large amount of human vomit in the hallwall of their room. I asked about it and they notified me that it had been there since the night before. This is ABSOLUTLY unacceptable for ANY buisness.
When I contacted Hotel.com the next day, I waited over 2 hours on hold, being hung up on 5 times by different operators and never was able to speak to a supivisor. I emailed their company (Note below) and they did not deem to call me back. I eventually filed with my credit card company whom sadly, was not able to do anything since my sister in law did stay 1 night. Regardless of the quality of service. I was unable to located any of their directors or managers email on the web. (I wonder why) and so I'm posting my grievance here publicly.
This is the advertisement of the hotel.
------------------------------
"The University Centre Hotel is a superior first class hotel"
"The University Centre Hotel offers extraordinarily luxurious guest rooms with a friendly, professional staff.
This hotel offers an outstanding level of quality lodging at a very modest rate."
------------------------------
My Questions are ?
How can having human feces in your towels be "an outstanding level of quality lodging at a very modest rate."?
How can having human urine in your bed be "extraordinarily luxurious"?
How can having human vomit in the hallways exist in a "superior first class hotel"?
It is absolutely unacceptable to have someone on hold for over 2 hours.
This is a example of A. Bad Buisness B. Bad Customer Service C. The absolute and reckless behavior of Big Buisness when dealing with individuals.
I will be besmirching this company to whomever I meet, and hope this report on this web site will act as a wake up call for this company. Or maybe not, it will just be one more report amongst the thousands.
FOLLOWING IS MY EMAIL COMMUNICATION WITH HOTEL.COM
* Please note, the beggining starts at the bottom and the final email is at the top. *
---------------------------
I regard this as completely unacceptable. I am not
pleased with my credit cards decision but I will abide
by it. However, due to the exeedingly horrible
customer service by hotel.com and the exeedingly
horrible quality of service by the University Centre
Hotel, I will not only, never be using your services
again, I will be a WALKING TALKING BILLBOARD against
your company. I will advertise how horrible my sister
in laws stay was and how poorly your company handled
this issue.
Enjoy the lifelong negative advertisement. I will be
forwarding this email to your main branch. I will also
be reporting your company to the BBB and to rip off
report.com. Hopefully this negative wave of
information by word of mouth and internet will awaken
your company to the world of "how to treat a
customer".
Sincerely unhappy with your company,
Ivan J. Menendez
[email protected]
--- [email protected] wrote:
> Dear Valued Customer,
>
> The hotel was contacted and state the they will only
> be billing for one night on your reservation. If
> you have any questions please call into customer
> service or e-mail back.
>
>
>
> Thank you for using hotels.com.
>
> TRACKING NUMBER: A00001196823-00003416999
>
> -----Original Message-----
>
>
> From: [email protected]
> Sent: 02 Jan 03 23:33:14
> To: [email protected]
> Cc:
> Subject: Care Request from Hotels.com
>
> 009688197 - Guest: IVAN MENENDEZ
>
>
> I'm sorry but the hotel stay in that hotel was
> absolutely unnacceptable. Plus I tried to speak to a
> representative for over 2 hours and got tired of
> waiting on hold.
>
> I'm contesting all charges with my credit card
> company
>
> I refuse to wait on hold any longer.
>
> =====
Ivan
Charlotte, North Carolina
U.S.A.
When she arrived, she found that one of the beds sheets had been urinated on, there was human feces in the towels and urine all over the bathroom. The hotel was unable to fix this problem and/or move her to a more suitable room. Seeing that they JUST drove over 7 hours after a long day of school/work for their entire family, they decided to sleep on the floor since they had NO WHERE ELSE TO GO.
When I learned of this travisty the next day, I REFUSED for them to return. I called the hotel and DEMANDED a refund which they refused since I was booked through hotel.com. I was in the process of moving at the time and my house will packed w/ boxes. I had to perform EXTRA work by moving 2 rooms full of boxes to accomadate them.
I REFUSED to allow them to sleep in such a sty. I called the hotel, notified them that I was disgusted with their quality of Service and that my sister in laws family was not going to return for the 2nd night. When they went back to retrieve their belongings, there was a large amount of human vomit in the hallwall of their room. I asked about it and they notified me that it had been there since the night before. This is ABSOLUTLY unacceptable for ANY buisness.
When I contacted Hotel.com the next day, I waited over 2 hours on hold, being hung up on 5 times by different operators and never was able to speak to a supivisor. I emailed their company (Note below) and they did not deem to call me back. I eventually filed with my credit card company whom sadly, was not able to do anything since my sister in law did stay 1 night. Regardless of the quality of service. I was unable to located any of their directors or managers email on the web. (I wonder why) and so I'm posting my grievance here publicly.
This is the advertisement of the hotel.
------------------------------
"The University Centre Hotel is a superior first class hotel"
"The University Centre Hotel offers extraordinarily luxurious guest rooms with a friendly, professional staff.
This hotel offers an outstanding level of quality lodging at a very modest rate."
------------------------------
My Questions are ?
How can having human feces in your towels be "an outstanding level of quality lodging at a very modest rate."?
How can having human urine in your bed be "extraordinarily luxurious"?
How can having human vomit in the hallways exist in a "superior first class hotel"?
It is absolutely unacceptable to have someone on hold for over 2 hours.
This is a example of A. Bad Buisness B. Bad Customer Service C. The absolute and reckless behavior of Big Buisness when dealing with individuals.
I will be besmirching this company to whomever I meet, and hope this report on this web site will act as a wake up call for this company. Or maybe not, it will just be one more report amongst the thousands.
FOLLOWING IS MY EMAIL COMMUNICATION WITH HOTEL.COM
* Please note, the beggining starts at the bottom and the final email is at the top. *
---------------------------
I regard this as completely unacceptable. I am not
pleased with my credit cards decision but I will abide
by it. However, due to the exeedingly horrible
customer service by hotel.com and the exeedingly
horrible quality of service by the University Centre
Hotel, I will not only, never be using your services
again, I will be a WALKING TALKING BILLBOARD against
your company. I will advertise how horrible my sister
in laws stay was and how poorly your company handled
this issue.
Enjoy the lifelong negative advertisement. I will be
forwarding this email to your main branch. I will also
be reporting your company to the BBB and to rip off
report.com. Hopefully this negative wave of
information by word of mouth and internet will awaken
your company to the world of "how to treat a
customer".
Sincerely unhappy with your company,
Ivan J. Menendez
[email protected]
--- [email protected] wrote:
> Dear Valued Customer,
>
> The hotel was contacted and state the they will only
> be billing for one night on your reservation. If
> you have any questions please call into customer
> service or e-mail back.
>
>
>
> Thank you for using hotels.com.
>
> TRACKING NUMBER: A00001196823-00003416999
>
> -----Original Message-----
>
>
> From: [email protected]
> Sent: 02 Jan 03 23:33:14
> To: [email protected]
> Cc:
> Subject: Care Request from Hotels.com
>
> 009688197 - Guest: IVAN MENENDEZ
>
>
> I'm sorry but the hotel stay in that hotel was
> absolutely unnacceptable. Plus I tried to speak to a
> representative for over 2 hours and got tired of
> waiting on hold.
>
> I'm contesting all charges with my credit card
> company
>
> I refuse to wait on hold any longer.
>
> =====
Ivan
Charlotte, North Carolina
U.S.A.
