When Judi McManigal arrives at her hotel in Paris, she discovers she doesn’t have a reservation. Her online travel agency won’t help her. Is she stuck with the bill?
Question: We made a reservation recently on Hotels.com for a hotel in Paris. When we arrived, the hotel informed us that they had canceled the reservation due to an issue with the credit card transaction. Apparently, not all U.S. credit cards are accepted in Europe, which we also learned when we tried to buy train tickets from a machine with the same credit card.
Our hotel told us that they had notified Hotels.com of the credit card issue and cancellation before our arrival. They even showed me a printout of the email. However, Hotels.com never notified us of the credit card problem, nor the cancellation. The hotel had only one night available, so we had to find another hotel at the last minute for the three remaining nights.
We called the Hotels.com number in France, and the agent stated that they had the cancellation in their system. But after speaking with several representatives, Hotels.com refused to put us in another hotel at the same rate. Continue reading…
Gladys Martin’s hotel room is uninhabitable, but the property wants to charge her for it, anyway. Is there any way to undo this mistake?
Question: While traveling through Pennsylvania on a college tour with our daughter, my husband and I made a reservation for two nights at a Super 8 through Hotels.com. When we arrived at the hotel late in the evening, we were dismayed to find a hotel with questionable clientele (there was a couple behind us looking for a couple of hours’ stay at the hotel) and a hotel attendant behind a double-panel glass window.
I asked to see the room before signing any paperwork and the attendant declined. He simply gave me a form to fill out with my name and address. Due to the late hour and not having any other viable option for a night’s stay, we agreed to spend the night at the hotel but to check out the following morning as soon as possible.
Although the room had been recently renovated, the carpet was filthy. Our shoes stuck to the carpet. The air conditioner was set at 45 degrees, and it took more than three hours for the room to heat up to 74 degrees. The walls were thin enough that we could hear every move of our neighbor upstairs and of our neighbors around us. Continue reading…
Question: We booked a ten-day vacation package in Cancun, Mexico through Hotels.com that included air, hotel and a rental car. Taxes were included in the price of the rental car.
When we arrived at the Hertz rental counter, we were told there was an additional tax of about $55. I paid the additional tax at checkout, expecting to be reimbursed from Hotels.com.
I’ve written two emails to Hotels.com, but both have gone unanswered. When I called the company, a representative told me the $55 charge was a “deposit” that would be returned to me. But a call to Hertz confirmed it was a tax and no refund was due. Continue reading…
Question: I thought I would try to see if you could resolve a problem we had with Hotels.com. My husband searched for hotels in the Wisconsin Dells with indoor water parks. My son, who is in college, was bringing home his other ROTC cadets to see Chicago and go to the Dells during their spring break. Continue reading…
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. Continue reading…
Answer: Your room should have had an Internet connection, as promised. I can understand how some hotels might think of a wireless high-speed network as an amenity, like a TV or a hair dryer, but if you’re traveling on business, it’s a necessity.
I reviewed the Hotels.com listing of the Ramada Charleston several weeks after working on this case, and I saw that the hotel still claims to offer “high-speed Internet access” on site. Continue reading…
Answer: Extended Stay should have handed you the keys to two nonsmoking rooms with two double beds in each one. If it didn’t, or couldn’t, then Hotels.com should have found you a comparable room at another hotel.
Question: I hope you can help me. I booked a hotel through Hotels.com recently. It was the first time I’ve used them, and it will be my last.
I had a two-night stay in Sedona, Ariz., at $105 a night. I had to cancel one of the nights, so I called Hotels.com and spoke with a woman who was very difficult to understand. She kept putting me on hold and seemed as if she didn’t know what she was doing. I thought I had canceled the room, but when I got my credit card bill, I noticed a charge for two nights, for a total of $228.
I wrote to Hotels.com, asking it to adjust my charges. I received a letter from the hotel stating that they showed no record of the cancellation, and that we were listed as a “no-show” for the second night. Can you help me with this? — Elaine Farkas, Parma Heights, Ohio
Answer: If Hotels.com canceled your room, you shouldn’t have been charged. But according to the online travel agency’s records, your room wasn’t canceled.