- Report: #1320381
Complaint Review: Hotels.com - Internet
Reported By:
Dahlia -
Pismo Beach, California, United States
Submitted:
Updated:
-
Author Not Confirmed
Why?
Hotels.com
Internet, USA
Phone:
1-877-9030071
Web:
www.hotels.com
Categories:
Business Rating:
(0)
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Hotels.com False confirmation of booking by Hotels.com-left in San Francisco in the middle of the night after 2 hrs on the phone with no help Internet
We made a booking through Hotels.com for 4 rooms on the 29th of July in San Fransisco's America's best value Inn- Oakland. We recieved an email that the reservation is confirmed and recieved a confirmation number (8084125453470). Before our arrival, on the 29th we called the hotel to tell them that we will check in late and just to make sure that they won't cancel our booking. We were told that only two rooms were booked not 4 and that we had to call Hotels.com to check with them.
We called Hotels .com and the nightmare started!! At first, the agent called the hotel and told us that the hotel tried to use our card to book the rooms and they were able to book two rooms and for the other two rooms it didnt go through so they cancelled the rooms. We told the agent that we received a confirmation email for 4 rooms and no problem was mentioned in the email. We also told him that we chose the option of "pay at the hotel" and this was even mentioned in the email.
The agent said ok I'll try to book the rooms again but the hotel was sold out. We told him we need a hotel with 4 rooms as we are a family together having a famiy gathering for family members coming from different places around the world and kids were planning to enjoy the night together and we had only two cars! He said I have to talk to my supervisor, and we waited on hold for a while, we were then transferred to another agent and then he said we cant find a hotel with the same amenities and same price for 4 rooms, we have to transfer you to reservations, and we were on hold again!!
After a long wait, Reservations started to take information again and called the hotel again and said there are no rooms available and said we have to transfer you again to customer service. We waited and waited for a long time and then an agent said we only found a hotel for $180 a room so we said we booked the hotel for $128 per room and this was not our fault, you should honor the booking, and then he placed us on hold, we stayed longer than before on hold and then we were transfered to an agent who knows nothing about our issue and asked "what can I do for you?" after an hour and a half on the phone!!! At this point my husband started telling them "this is not a company, are you kidding, we are stranded in the middle of the night in San fransisco with 8 kids and two seniors and you are asking what can I do for you after one hour and a half on the phone!!! We need to speak to a manager now", the agent apologized and we were transfered to a manager after another long wait, we explained to him again the problem from the beginning and then without giving us a chance after we finished explanation, he said I will transfer you to resrevation, and after a longer stay on the phone we were transfered to reservations, as we were explaining our problem the agent "in the middle of our explanation before continuing" we were placed us on an endless hold!!!
Basically after 2 hours on the phone, we were left with no help, we went to the hotel with the two rooms only booked and we found out that they were also cancelled by Hotels.com. The agent cancelled these 2 rooms before trying to book us the 4 rooms and just left us with no booking at all!!!!
In the middle of the night in San Fransisco, it turned out to be a miserable night instead of a family gathering enjoyable night. The receptionist of the hotel was helpful and rebooked us the 2 rooms "luckily no one had booked them after they were cancelled", the receptionist in the hotel tried to help us out and looked for other hotels and only found one room available in a hotel 20 min away from the hotel and was kind enought to allow three families to be squashed in 2 rooms and my family went to the other hotel. It was in a very unsafe and scary place. the rooms were awful and the kids were scared to death. At 3:20 am in the morning a gang was banging on the door beside us with people yelling " give me my 30 bucks or else......". I never imagined I will be in such a situation, we we afraid our car would be stolen or broken. It was a horrifying night!! Thanks to hotels.com who ruined our vacation!!! UNEXPECTED AWFUL CUSTOMER SERVICE that left us stranded in the middle of the night with no help whatsoever! SCREWED IT UP INSTEAD OF FIXING IT!!!!
