Complaint Review: Hotels.com - Internet

My complaint is simple and easy. I can only do so much as an individual, especially when customer service care is outsourced in the Philippines. After reading a couple of complaints of Hotels.com, i can relate, totally BELIEVE those complaints are true, otherwise they wouldn't be wasting their time, again! I noticed there was a guy named, Matt, a lead agent in customer car based out of Springfield, MO. I am curious if i am going to get a response from him in regards of this. Reason why i ask, Since Dec. 31 i have demanded to talk to someone in the US, or at least an English speaking person and talk to me as human being, and not some third world country.

My complaint:

On Dec. 31, i stayed a hotel that, HOTELS.COM rated high and said they have all this stuff! Keep in mind the date, before the New Year. Hotels.com expected me to ruin my night by going to the owner of the hotel and demanding my money back after a night of drinking and partying. I stayed at the Econolodge Arizona State U, off of 2101 E Apache Blvd. I even made a list.

When i first got there, the office was rank, an aroma that was worse than a wet dog smell. (Shockingly, there was a wet dog walking around inside!)

Before i walked up stairs in my room, there was a room that the door that fought with a crowbar and lost, continued upstairs to find another door bashed up. Before i went inside my room, it took me 5 minutes to manage to work the key while i ram the door with shoulder simultaneously to get the door open.

1)I ordered a smoking room, there was no ashtray.

2)Toilet was broken.

3)Shower nozzle dribble water out than spraying it.

4)The towels look liked they washed it in the pool and let it air dry, why? Because the towels were so worn down, even if i took a shower the towel will denigrate, they even had holes in towels.

5)TV didn't work, in fact it was the first of the kind of when color TVs came out. Picture was not clear, had a fuzzy line/bar across the top of the screen and the audio was only in mono.

6)The mini-fridge was nasty! I couldn't put anything in there. There was years of abuse and non-cleaning. Just touching the door to open it, my fingers were all sticking, and the inside look liked soda stains (to give a visualization, it was nastier)

7)The bed was springing, laying on it and feel the springs hitting me. The bedsheets were off white, just a like a smoking room, when the sheet have NOT been changed and pillows were flat, i had more comfortable pillows a airplane than i did at this hotel.

8)The walls look liked a murder scene happened here at on point. The walls have not been painted in YEARS, its obvious. You can still see the patches on the wall, because they were a different white than what the walls really were.

9)They stated and showed having a pool on the website, but there was no pool! I even asked the owner (so i thought) where the pool was and he said , "No pool, No pool." The guy cannot communicate in English, just because he can some words doesn't classify him as an English speaking person. He was Indian, not lalalalala, but the dot on the forehead.

10)On the website, stated BREAKFAST after stay. Yet, it states from 6-10am, there was no breakfast. In fact, where they were "Suppose" to have the breakfast, his immediate family is living there. I have expressed this to Hotels.com numerous times, but because he is an affiliate with HOTELS.COM and making money, the customer is wrong.

I demanded my money back, but all i got was, "Well you stayed in the room." Yes HOTELS.COM i did stay in the room, because i was over 40 miles away from home, was drinking being that it was New Years and i checked in at the same time i showed up at the hotel. So because i didn't show up earlier to check in and observe the unsanitary room, HOW IS THAT MY FAULT!??

Hotels.com advertised and offer the rates for this, but has not part in take of the cleanliness. Ok, if that is true, then what about the ones that was stated on the website? Like, a POOL, Breakfast in the morning, or better yet an ashtray for a smoking room? Oh yeah, a working TV, clean sheets, working shower and toilet with towels that can soak up water, that's the hotels' problem. Does that even make sense? They why even bother advertising you well know that is unsanitary.

Im sorry, HOTELS.com you offered a service and i paid for that service, but i didn't get my service 100%, so now its my fault for putting myself in Jeopardy, possibly arrested, because i should thought to cancel my room and get a refund that same night and just drive home. SMART! Not only you don't care about me being your customer, you really proved you don't care about my well being.

This building needs to be torn down, its unsanitary probably after he took ownership.

So tell me, if i pay for a service and i do not get that service that i paid for, and on top of that, putting my healthy life at stake, where3 does HOTELS.COM get off calling me a liar? No seems to care, and because of that result, I DON'T CARE! That person that was in charge of that hotel, needs to be shipped backed to whatever country he is from and be executed! See i don't care, now was that nice? What makes you think, that YOU not caring is nice?

Now after all said and done of now B*TCHING at these people, because co-operation is a 2 way street. Yes i belittle the people i talked too and i especially talked down to them, when they were just reading off a script of "WHAT TO SAY WHEN THE CUSTOMER SAYS/ASKS....". I caught them in the act of lies! For example, i wanted my money back, but because i paid the hotel and not hotels.com (but how did i get that hotel to begin with and why does my credit card statement say, "HOTELS.COM") This is funny; the lady on the phone tells me the best she can do is 25% of my money back for the full amount i paid.

So after all i went through in the beginning telling this lady (LUAN after EDID), i have been hassled with no co-operation and consideration for the customer at all. So she tells me 25% is the "BEST" she can do. I tell her, "NO, the BEST you can do is 100%", so after going round and round with her, i demanded to talk to her supervisor or to someone that has authority. She tells me that there is no one here. Then goes and puts me on hold for over 10 minutes, thinking that i might hang up, then comes back on the line say9ing this; "I just got off the phone with the higher ups and the tell me the BEST i can do is 50%."

Do see my point? She tells me the BEST was at 25% and that i am lucky because it is usually 20% and then goes on telling now the BEST she can is 50%, well she screwed up, the BEST she can do is 100%! I called her out on it, and also about how there was no upper management and somehow she "JUST" got off the phone with them? How is this good business ethics? Justify your mistakes behind closed doors.

Now here is the icing on the cake! Countless hours on the phone with these people, i wound getting a $70 voucher, which act likes $70 cash. So why couldn't they offer that before, from the series of complaints i had about the stay. Then finding out, because the customer service people are not very smart this one lady, EVA tells me, after there is numerous complaints on the same matter, we tend to offer a satisfaction package, like a voucher or promotion. WHOA!!! So what you are telling me is, that you put your customers in a position to rant and rave to get satisfaction? They why the hell do you have a "CUSTOMER CARE" department, if you don't care?

So since Dec.31, well lets since Jan. 1 2009 when i called, i still never received my voucher that i was assured and promised by this lady LUAN. Its May 20th, that is a bit more than 6 weeks. So obviously i called then up today, was wondering if they were just blowing smoke up my butt to just get rid of me, and she shows NO INFORMATION about a voucher, but all the notes in my account or booking # 063667451 IT SHOWS THE VOUCHER!

DO NOT DO BUSINESS WITH HOTELS.COM

They will front as an AMERICAN company, but like all American ONLINE companies, they are willing to sacrifice jobs in the country and give it others in another total different country that DOES NOT understand our laws of being Americans under our civil right and also consumer laws and rights! They do not care, trust me. Its hard to trust anyone these days, but go ahead and experience a problem with HOTELS.COM, i guarantee that it will be that last time you use them.

I am curious to find out about this voucher even if it exists or even being mailed to me. They RE_VERIFIED my information, and now i didn't give it to them, they told me and asked to verify that it was correct, so no scam involved, but then again it doesn sound like one!

Paul

cave creek, Arizona

U.S.A.