- Report: #58520
Complaint Review: Hotels.com Hoteldiscounts.com - Internet
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Hotels.com Hoteldiscounts.com
hotels.com, hoteldiscounts.com Internet, U.S.A.
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Hotels.com, Hoteldiscounts.com bad business pratice, overbooked rooms on purpose Internet
We booked rooms through hotels.com (aka hoteldiscounts.com) and received confirmation number (012683296). After driving 600 miles and arriving at the hotel, they said they did not have reservations for us.
The hotel also said another couple just came in and experienced the same problem from hotels.com. The other couple was lucky because someone called and canceled in the last moment so they received the room. We were not so lucky.
At the hotel, I called hotels.com and was told their system showed rooms available. They continued to lie to us as we were at the hotel and the clerk said nothing was available.
I believe hotels.com is intentially overbooking rooms on purpose and providing false confirmation information. This is fraudelant business practice and consumers are the ones to pay for this both monetary and mentally. Imagine driving 600 miles only to be greeted with, sorry we do not have a reservation for you and all of las vegas hotels are booked.
After 3 hours later, we were able to get a room at another hotel. The hotel said they have been experiencing many problems with hotels.com and expedia from overbookings.
Scott
Portland, Oregon
U.S.A.
The hotel also said another couple just came in and experienced the same problem from hotels.com. The other couple was lucky because someone called and canceled in the last moment so they received the room. We were not so lucky.
At the hotel, I called hotels.com and was told their system showed rooms available. They continued to lie to us as we were at the hotel and the clerk said nothing was available.
I believe hotels.com is intentially overbooking rooms on purpose and providing false confirmation information. This is fraudelant business practice and consumers are the ones to pay for this both monetary and mentally. Imagine driving 600 miles only to be greeted with, sorry we do not have a reservation for you and all of las vegas hotels are booked.
After 3 hours later, we were able to get a room at another hotel. The hotel said they have been experiencing many problems with hotels.com and expedia from overbookings.
Scott
Portland, Oregon
U.S.A.
1 Updates & Rebuttals
Bob
Orlando,Florida,
U.S.A.
Hotel is probably at fault
#2Consumer Suggestion
Thu, May 29, 2003
Sorry to hear of your ordeal but Hotels.com may not be to blame. You were caught up in hotel terminology and poor inventory control. I have managed hotels for over 20 years and dealt with hotels.com ever since they were a tiny company called hotel reservations network. When hotels.com deals with hotels, the hotel offers a specific number of room each night. The hotel is then locked into that number of rooms. It is very rare that a hotel would call hotels.com and try to take back some of the rooms. My guess is here is what happened to you. Lets say the hotel you went to offered hotels.com 25 rooms. They might have done this quite some time ago. So hotels.com has 25 rooms they can sell. The hotel you are going to is getting busy and is going to fill all the rooms and eventually does sell them all. BUT. Hotels.com did not sell all the 25 that the hotel said they could have. So technically, hotels.com is right when they say they show rooms available. What happened is that as the hotel filled up, they neglected to call hotels.com and try to take back the rooms. Basically the hotel either made a decision to sell through the rooms that they gave to hotels.com(because the hotel could get a higher rate) OR they were not watching what they were doing and oversold the hotel. Based on my past experience, if this is what happened, the hotel is at fault. Even if the hotel was sold out and wanted to take the rooms back from hotels.com, Hotels.com could have denied their request due to the terms of the contract. It is the hotel that overbooked, not hotels.com. The hotel should have found you another room and paid for any difference in price. Good luck
