2/10 Poor
30 November 2024
Poor overall experience
FYI, if you use a saved search in the app with past dates, the hotels.com app retains the trip duration, but defaults to the next day as the start date with no warning. Because of this, i was surprised to see that my trip was starting on a Monday instead of a Thursday. Within a minute of the error, I got onto the virtual chat to try to correct the mistake and was hopeful that any penalty would get removed or reduced. It had only been a minute, surely that is not worth $124. Unsurprisingly, no leniency was shown and I was subject the the full fee. However somehow the rest of my reservation was not changed so currently i am charged for the full days that I informed hotels.com that i didn't need. I'm sure there will be a response quoting the policy and i get it. It's a corporation and their goal is to make money but there should be no harm in asking.l, right? Except in this case, the asking cost me anoth $200ish. I'm upset with myself and disappointed with both property management and hotels.com. Thinking about how i can get refunded less the fee is keeping me up which does not make a restful vacation. I should'nt have made the mistake but I'm human and will make mistakes. Apps should not change dates with warning either and the process to correct mistakes should not be this complicated and lack empathy.
D Scott
D Scott, 3-night family trip
Verified Hotels.com guest review
