Massive Problem with Hotels.com - Really Need Advice!

SharkyGeorge

Bear with me, it's a long'un!

We booked a v expensive stay at a hotel with Hotels.com in March, for a stay in July as we were going to be attending a massive convention next to the hotel .

Everything went through, they took the money, we had loads of confirmation emails and yet when we turned up at the hotel they had no record of our booking because Hotels.com had never made it (hotel staff said we were not the first people this had happened to in recent weeks).

However because of the convention there were no other rooms available within a 15 mile radius. The hotel staff rang hotels.com as did I. They couldnt get through but I did. I explained the situation before being put on hold for 20 minutes (on my mobile, abroad) and then cut off. During this time Expedia (who own Hotels.com) faxed through our booking to hotel management but the hotel did not need to honour it and were inclined not to because they were sold out during the convention weekend. It was only down to extreme good will on their part that a room was found for us.

Whilst this was all happening I called hotels.com again and after explaining the situation, again being put on hold for 10 minutes I was again cut off. Hotels.com never called me back to find out whether we had a room or even to apologise. We spent an hour and a half at reception, most of the time convinced we were going to have to have the impossible task of finding another room during a convention and also missing the beginning of the convention because we were trying to sort out this mess.

I wrote to Expedia.com at their head office two weeks ago explaining all of this in vast detail and have received absolutely no response. Obviously it is impossible to get any address for Hotels.com.

I am writing again but do not know what else to do. It cost us so much money and although we did eventually get a room we spent the next 48 hours upset and furious and I still get shivers when I think what would have happened if we hadn't been given a room at that hotel - does anyone have any advice or has experienced a similar problem???

Any help greatly appreciated.

bcl999

Sorry to hear about your experience. I advise you read this https://forums.moneysavingexpert.com/discussion/3408003

BusinessStudent

Last year I booked hotel accommodation in Beijing via expedia.co.uk. I turned up to the hotel and the hotel staff had no confirmation of my booking and worse, spoke very little English. I had to pay up front again to the hotel. I called expedia but they were unable to communicate to the staff at the hotel due to the language barrier. I emailed Expedia and sent proof that I had to pay again and they refunded me.