Hotels.com refusing price guarantee - they’ve changed my details!

kodiplod

I booked a hotel last week on Hotels.com.
I found it a lot cheaper on another website, filled out the online form for a price guarantee and Hotels.com responded and confirmed they would match it.
I was told that I should pay the hotel directly and then within 72 hours after check out I would be refunded..

I did all of this,
on day of check out I contacted them and they said to wait a little longer.
They then said that they would not do the price match as they could not verify it, I said I am not accepting that etc.
They said they would but they said that my details are not matching (email or telephone number that I booked with).

I am 100% sure that I booked with the details I have given them, plus I have email confirmations of my reservation going directly to my email that I have given, along with my phone number.

They have told me that they cannot do anything without the correct details.
I have provided screenshots etc but they are not having it.
I think that hotels.com have changed my details so that I can not benefit from the price guarantee.

Any idea what I should do? It is quite a bit of money that I am due back!

Thanks!

[Deleted User]

kodiplod wrote: »

I think that hotels.com have changed my details so that I can not benefit from the price guarantee.

That's a very serious allegation. Can you back that up with solid evidence?

kodiplod

Moneyineptitude wrote: »

That's a very serious allegation. Can you back that up with solid evidence?

No but I can provide proof that I did put in my details at the time of booking. I also spoke to someone on live chat from hotels.com who managed to find my booking under the details given then randomly said they couldn’t help and disconnected!

I honestly think they have changed my details as I certainly haven’t. They were using my email address to communicate, suddenly they said the claim would not be validated and then from then they have said that my details don’t match.

cono1717

Do you have a hotels.com account that this is linked to? Does the booking still appear there?

If you have an account, and the booking is there - what appears under https://uk.hotels.com/profile/settings.html

kodiplod

cono1717 wrote: »

Do you have a hotels.com account that this is linked to? Does the booking still appear there?

If you have an account, and the booking is there - what appears under https://uk.hotels.com/profile/settings.html

No unfortunately not as I booked the hotel as a guest. I later created an account (when they started saying my details didn't match) with the email details I used for the booking to see if it would show but nothing shows there.

kodiplod

Can anyone help further on this?

ssparks2003

Have you read the terms of the guarantee and are you 100% compliant? If not what do you expect?

dj1471

In my experience hotels.com always honour their price guarantee when you meet the criteria.

What details can't they verify? Is this the details given when booking vs those given in the guarantee claim or the booking details vs those held by the hotel? Did you give the hotel details when you checked in?

kodiplod

ssparks2003 wrote: »

Have you read the terms of the guarantee and are you 100% compliant? If not what do you expect?

Yes I have done everything by the books. I have done a price guarantee before with no issues

kodiplod

dj1471 wrote: »

In my experience hotels.com always honour their price guarantee when you meet the criteria.

What details can't they verify? Is this the details given when booking vs those given in the guarantee claim or the booking details vs those held by the hotel? Did you give the hotel details when you checked in?

They cannot verify the email an phone number that was used for the booking, which is exactly the same details that the hotel have and for the price guarantee.

I have email confirmation bookings that went straight to my email when I booked it but they say its a complete different email attached to the booking.

kodiplod

UPDATE:

So been speaking to them on Twitter. Finally they confirmed that my details do in fact match on my booking, however they will not accept the price guarantee claim as they cannot validate it - despite it being validated before my trip and I have email confirmations proving this.

Whenever I call however, I still get the same issue of the details not matching and it looks like I can only speak to them on twitter, but they are still refusing a refund.

Is there anything I can do?!