Date correction on Hotels.com

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Jun 18, 2017
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On 5/28 I booked non refundable room at Hotel Astoria Budapest on the wrong date. I called Hotels.com within an hour and requested a change of date only, to 9/23-26. Hotels.com said they would contact the hotel and request the date switch. However, I never heard back from them. I contacted the hotel on my own, and they claimed they sent a message to Hotels.com, but when I called Hotels.com once more, they said they never received anything back from the hotel. Said they would contact hotel again for a response.

I am not asking for a refund, only dates changed to my correct travel dates of 9/23-26. Does anyone know what my next move should be?
 

Neil Maley

Moderator
Staff Member
Advocate
Dec 27, 2014
23,093
23,045
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New York
www.promalvacations.com
You are in a tough spot. We have had multiple complaints about the same things happening and the hotels just did not give in. Non refundable is just that even when you make a mistake. We have not had much success in getting these fixed.

We have company contacts on our pages. You can go to the contacts for hotels.com and write to customer service (everything should be in writing). Give them a week to reply. If they don't or the answer is no, write to the first executive shown. Give him or her a week tor eply, and repeat weekly if necessary.

Good luck - as I said, they are pretty stringent with these kind of things.
 
Jun 18, 2017
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Thanks Neil. I wrote to the Customer Service executive who finally responded by telling me to call the customer service number...time to get on the merry-go-round again speaking to their out of country CS reps!
 

jsn55

Verified Member
Dec 26, 2014
9,762
10,570
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San Francisco
Judit, I'm so sorry you're in this frustrating mess. Hopefully some clear communication in writing will get this changed for you.

ADVOCATE ADVICE
This post is a prime example of why we always advise booking travel directly. An online booking agent adds a level to the mix, receives a commission, but does nothing to assist the traveller. It would probably have been very easy to change that date with the hotel, especially since you noticed the error so quickly.