- Report: #1063299
Complaint Review: Hotels.com - Internet
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Author Not Confirmed
Why?
Hotels.com
http://www.hotels.com/ Internet, USA
Phone:
800-246-8357
Web:
http://www.hotels.com/
Categories:
Business Rating:
(0)
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Hotels.com AKA Expedia Failed to make reservation they tried to charge a cancellation penality internet
We made a reservation for a Holiday Inn express in Cookville Tennessee through what we thought was the hotel's web site but was actually a Hotels.com web site as we later discovered. When we arrived, the hotel had no record of our reservation and pointed out the Hotels.com logo in a small icon at the top of our reservation printout. When we called Hotels.com, we were told we could cancel our (nonexistent) reservation with them and make a new reservation at the hotel but that the cancellation penality was in effect and we would be charged. When I complained that they had not made the reservation and therefore, we had no agreement with them, they said they would call the hotel. As it turned out after extensive conversation between the Hotels.com agent and a very angry Holiday Inn manager, Hotels.com has a contract with Holiday Inn Express for s block of rooms at a specific proce which they book via the internet When those rooms are sold, there are no more available and they can no longer book at that price via the internet so instead, Hotels.com has been sending Holiday Inn Express a fax requesting an override on the current price but then never follows up to see if the reservation has been confirmed or rejected. Thus, when we arrived, there was no reservation because Holiday Inn is not obligated to override their cost on their remaining rooms. I have no gripe with Holiday Inn - they were fantastic and ultimately, by dint of threats, the Holiday Inn manager got us our refund but he was unable to find anyone at Hotels.com who could get the company to comply with their mutual contract. I make two recommendations - 1. watch where you are making reservations. You may not actually be on the hotels web site when you search for a hotel. 2. Never deal with Hotels.com or Expedia (they are the same company). I thank Holiday Inns Express for great service and a very nice room.
