6/10 Okay
Charles
3 Nov 2024
Liked: Cleanliness, property conditions & facilities, room comfort
On-line is great until you have a problem
Check-in seemed fine but at check out the morning clerk asked if I had paid cash. I said no I paid Hotels.com and she said the check-in was messed up but I was OK, there would be no further charges. While driving home I got a text from my card saying I had been charged an extra $82. I called the hotel when I got home and they said they could not help us and we should call hotels.com. Thank goodness I asked her for the number because it is IMPOSSIBLE to find a customer service number on hotels.com. They only have FAQ and other unhelpful info. They have no chat or other way to get help for a new problem not in the FAQ. I called the number I got from the hotel and 2 reps worked on the issue for 30 while I waited on hold. Finally they said credit would be issued from the hotel and it could take 3 days. Notice how charges go right through but credits don't? 30 hours later I am waiting for the credit to appear. I am not sure I will be using hotels.com because they hide the reps from you on their web site. If you have a problem you could be stuck with no human who cares at all.
Charles
Stayed 1 night in Nov 2024