- Report: #195575
Complaint Review: Hotels.com - Web Internet
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Hotels.com
hotels.com Web, Internet, U.S.A.
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Hotels.com, "NO GUARANTEEs = NO RESPONSIBILITIES" With This Company BEWARE! Internet
Hotels.com >> "NO GUARANTEEs = NO RESPONSIBILITIES" with this company .... BEWARE! ;
I will not use Hotels.com again!
Using Hotels.com, my wife an I ordered a room with a king bed overlooking the Arkansas river at the xxx hotel in Little Rock, AR.
What we got was a room with two twin beds overlooking a construction site!
I called the front desk. They said that Hotels.com had us listed as first available and with twin beds...
I had the receipt printed out from hotels.com showing where I had purchased a room with a king bed.
The hotel worked quickly to get us the room we asked hotels.com for.
Since our stay was on a weekday, it worked out fine.
Had it been on a weekend, I do not think it would have gone well between me and Hotels.com for messing up my 12th year anniversary...
I do NOT like hotels.com's "NO GUARANTEE" policy. I paid almost $300.00, I expect to get my moneys worth.
I looked at another post on ripoffreports.com where another recent customer had had enough with hotels.com and made a post on this site...then I saw the following (smart mouthed) rebuttal from a hotels.com rep:
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Rebuttal REBUTTAL employee
Submitted: 4/10/2006 10:11:00 PM Modified: 4/10/2006 10:11:00 PM
We did not lose your reservation. The xxx did.
I am a customer care agent with Hotels.com and I wish to state to you that every time a reservation is made either through our website or over the telephone with one of our agents, a fax is sent to the hotel with your reservation information. This fax is generated automatically by our computer system and there would not be any agent who would be negligent in getting your reservation information to the hotel.
At that point, it is the hotel's responsibility to ensure that your reservation information is entered into their own computer systems. If someone at the xxx misplaced the fax with your reservation or neglected to enter your data, then of course they will not have your information, and to cover for themselves, they will state to you that we never sent the reservation to begin with when they know that our reservations are sent automatically.
I believe that you have not been compensated because hotels.com cannot be liable for the inaction or negligence of any hotels that contract with our company. My suggestion is this, contact hotels.com and find out from one of our agents if the hotel billed us for your stay. If they did not, then perhaps a credit can be issued back to your credit card. NO GUARANTEES!! If we have already submitted payment to the hotel for your stay, then you may not receive a refund. Considering that your post is from only 3 weeks ago, you may still have a chance for a credit.
Mark - Fort Worth, Texas
U.S.A.
Rebuttal Consumer Comment
Submitted: 4/26/2006 7:26:23 PM Modified: 4/26/2006 7:26:23 PM
--------------------------
This looks bad... Would you want to do business with someone like hotels.com who doesn't stand behind their work and talks down to their customers?
I will call the hotel myself next time to make sure it is done right!
Love the hotel... not liking hotels.com.
PS - Your rebuttal means nothing. You are just digging a hole for your company.
*** STAND BEHIND YOUR WORK AND GUARANTEE IT!
THESE ARE HARD WORKING PEOPLE WHO JUST WANT TO PAY A FAIR PRICE FOR A NICE NIGHT OUT WITHOUT GETTING HASTLED BY YOUR "NOT OUR PROBLEM - THERE ARE NO GUARANTEES WE WILL DO WHAT WE SAY WE WILL" policy!
None
None, Georgia
U.S.A.
I will not use Hotels.com again!
Using Hotels.com, my wife an I ordered a room with a king bed overlooking the Arkansas river at the xxx hotel in Little Rock, AR.
What we got was a room with two twin beds overlooking a construction site!
I called the front desk. They said that Hotels.com had us listed as first available and with twin beds...
I had the receipt printed out from hotels.com showing where I had purchased a room with a king bed.
The hotel worked quickly to get us the room we asked hotels.com for.
Since our stay was on a weekday, it worked out fine.
Had it been on a weekend, I do not think it would have gone well between me and Hotels.com for messing up my 12th year anniversary...
I do NOT like hotels.com's "NO GUARANTEE" policy. I paid almost $300.00, I expect to get my moneys worth.
I looked at another post on ripoffreports.com where another recent customer had had enough with hotels.com and made a post on this site...then I saw the following (smart mouthed) rebuttal from a hotels.com rep:
-----
Rebuttal REBUTTAL employee
Submitted: 4/10/2006 10:11:00 PM Modified: 4/10/2006 10:11:00 PM
We did not lose your reservation. The xxx did.
I am a customer care agent with Hotels.com and I wish to state to you that every time a reservation is made either through our website or over the telephone with one of our agents, a fax is sent to the hotel with your reservation information. This fax is generated automatically by our computer system and there would not be any agent who would be negligent in getting your reservation information to the hotel.
At that point, it is the hotel's responsibility to ensure that your reservation information is entered into their own computer systems. If someone at the xxx misplaced the fax with your reservation or neglected to enter your data, then of course they will not have your information, and to cover for themselves, they will state to you that we never sent the reservation to begin with when they know that our reservations are sent automatically.
I believe that you have not been compensated because hotels.com cannot be liable for the inaction or negligence of any hotels that contract with our company. My suggestion is this, contact hotels.com and find out from one of our agents if the hotel billed us for your stay. If they did not, then perhaps a credit can be issued back to your credit card. NO GUARANTEES!! If we have already submitted payment to the hotel for your stay, then you may not receive a refund. Considering that your post is from only 3 weeks ago, you may still have a chance for a credit.
Mark - Fort Worth, Texas
U.S.A.
Rebuttal Consumer Comment
Submitted: 4/26/2006 7:26:23 PM Modified: 4/26/2006 7:26:23 PM
--------------------------
This looks bad... Would you want to do business with someone like hotels.com who doesn't stand behind their work and talks down to their customers?
I will call the hotel myself next time to make sure it is done right!
Love the hotel... not liking hotels.com.
PS - Your rebuttal means nothing. You are just digging a hole for your company.
*** STAND BEHIND YOUR WORK AND GUARANTEE IT!
THESE ARE HARD WORKING PEOPLE WHO JUST WANT TO PAY A FAIR PRICE FOR A NICE NIGHT OUT WITHOUT GETTING HASTLED BY YOUR "NOT OUR PROBLEM - THERE ARE NO GUARANTEES WE WILL DO WHAT WE SAY WE WILL" policy!
None
None, Georgia
U.S.A.
3 Updates & Rebuttals
Mark
Fort Worth,Texas,
U.S.A.
Hang on a minute
#2UPDATE Employee
Fri, July 07, 2006
I think you're missing the point here. All of the rooms that we book are rooms that we have been informed by the hotel are available for booking. If a customer wants a king bed in a non-smoking room for instance, it is because the hotel has provided information to us indicating that room is available. If it is not available, it cannot be booked simple as that. We do NOT send faxes asking the hotel what room types are available after a customer has made a reservation. We DO send faxes requesting a certain room type based on the customer's request. Once the hotel has received that information, it is up to them to make sure that the room is not booked to someone else on that date. When there is a problem, it is because the hotel has either ignored, misplaced the information, entered its data into their computer wrong, etc. Whatever the reason, the room ends up going to someone else instead of the person it was intended to. When that happens, the hotel more often than not does not notify us. On the occasions, that we are notified, we make every effort we can to relocate our customers to a different hotel if it is at all possible.
Aafes
Viernheim,Europe,
U.S.A.
Ridiculous Response
#3Consumer Comment
Thu, July 06, 2006
Your company contacts the hotel with the customer's request. Are we to believe if a customer requests a King bed, and the hotel informs you one is not available, that you are simply too incompetent to advise the customer in response to their request. What does your fax to the hotel say? "Yo, this guy wants a room, whatcha got; anything is okay, broom closet, public toilet with a cot, doesn't matter, we only want to make our cut." Poor customer service, bad business concept, inappropriate response from a company representative.
Mark
Fort Worth,Texas,
U.S.A.
Reply
#4UPDATE Employee
Thu, July 06, 2006
If you booked through our website, then you would have agreed to our terms and conditions that explicitly spelled out that your bed type was not a guarantee but a request. If you booked over the telephone with one of our sales agents, then that agent would have disclosed to you that the bed type was not a guarantee. In either case, you already knew that the room type was a request only with no guarantee and you chose to book the room anyway. As it is, your information was submitted to the hotel with the correct room type that you wanted. The hotel either entered your information into their computer incorrectly, or they overbooked and gave your room to someone else. I am glad the hotel fixed the problem and enabled you to have the room type that you had booked. But, the mistake was on their end, not the part of hotels.com. So, next time you want to post something on this site about hotels.com, or any other company for that matter, try making sure you have your facts straight first.
