Question: I have recently had a problem with Hotels.com, and I hope you can help me. I called them to reserve one room at a Holiday Inn in San Francisco. This was to be a gift for my two granddaughters.
I was sent two email confirmations, which I assumed were duplicates since they both were for one room for two nights. My granddaughters were given two keys when they arrived. They showed the desk clerk the confirmation, but were told the reservation was for two rooms and that they were prepaid.
It turned out that each room had only one bed, so the girls did use both rooms. I received my Visa bill the next day and saw that I was billed for two rooms — two different charges for $302 each.
I called the Holiday Inn and was told that it was Hotels.com’s problem. The reservation that was made was for two rooms, and they had nothing to do with the billing. Hotels.com denies that they made an error, and that because the girls used both rooms, they would not refund the money.
I feel they made the mistake in reserving two rooms, and I should not be made to pay for the extra room, even though it was used. Is this the way they make money? — Nula Fales, Elk Grove, Calif.
Answer: Certainly not. If you only ordered one room, then Hotels.com should have only given you one. Any business that tries to sell you more than you wanted, wouldn’t last very long online, or anywhere.