- Report: #1377322
Complaint Review: Hotels.com - Nationwide
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Hotels.com
Nationwide, USA
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Hotels.com
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Hotels.com Misleading price placing order outside of the U.S USA Nationwide
We had filed a case which took place on April 30 to May 1, 2017. It took a very long time to solve the problem, and the problem still has not been solved. We booked a regular room of hotel Okura Macau through hotels.com online, and the location server was set to Hong Kong. The website indicated the price as HKD$2152.17 per night which was an acceptable and reasonable price for hot season. However, once I returned back to my city, I received a text message from the bank saying that I had spent USD$2152.17 on hotels.com. I had called hotels.com customer service five times already, three were to Hong Kong and two were to the United States. Some of the specialists replied that the amount of charge was unusual, there might be something wrong with the system, and they kept telling me that the related department would contact me.
This case has been frustrating me so much, and I do not think I would be able to trust this company anymore, both on the customer service and the system. Customers’ problems are being slighted that the case spent over a month to solve and it has not been solved still.
We had received an email two days ago informing that they had contacted the IT department about the charged amount and also contacted the hotel reserve department Mr. Miren, she claimed that the period we booked the hotel was during hot season and there was very small amount of hotel rooms left, that was why the hotel adjusted the price higher than usual. Therefore, the price, USD$2152.17 of a regular hotel room for a night, we paid is correct and they did not make any mistake. I truly understand that the period we booked the hotel was during hot season, but it would not be over $2000 USD just for a regular hotel room and just for one night. I had been to Las Vegas for so many times, and even during as they said so-called hot season, I had never seen and never spent over $2000 USD on a regular room just for a single night. It is ridiculous.
I had had a consultation with a lawyer in Hong Kong, he claimed that since hotels.com is a company from the U.S., the lawyers from outside of America basically can not do anything about it. The office of obudsman in Hong Kong would not accept this case also.
Moreover, after I made the hotel reservation, I received an email for booking confirmation. It indicated the deposit in MOP in the payment details part. It does not make any sense that the price for hotel room is in USD and the price for deposit is in MOP.
Last but not least, can you explain that why the hotels.com website did not indicated the price as HKD or MOP when I booked the hotel and it shows now?
We have been trying to get in touch with the customer service representatives and spending times on waiting for their responses. In the meanwhile, I found out on the Internet that there are many people from the whole wide world had experienced exactly what I am experiencing. I think this is a very serious problem in the society and we need to take actions and speak out. We need our voices to be heard.
