2/10 Poor
3 May 2024
My stay was double-booked!
I was suspicious that I had not received access codes within 24-hours before my stay. I used the app to contact property - sent email while boarding my flight to Dallas asking for my access code. My flight landed at 10pm - still no email, then I called via the hotels.com app. Got connected to overseas call center, difficult to understand. They told me the place was available only for first night of my 2-night stay. I asked if they had my reservation, for 2 nights. Reply: "Yes." "What's the problem?" Response: "There must have been a 'bug' that allowed someone else to book the place tomorrow night." (My second night.) It was late, I was tired, and had to think whether or not I wanted to bother with finding another place to stay TONIGHT, or push that off to the next day. I decided that finding a new place to stay would be easier the next day. BUT I still needed my access code - I got disconnected from the call center. Surprisingly they called me back - still difficult to understand, and before they could get or send me the code, they said "I'm sorry sir but I need to end this call - I need to use this mobile device... for... " WHAT? They never called back - I spent the next 40 minutes looking for a hotel for 2 nights. When I checked in at my NEW hotel, I saw a text from hotels.com with access code. I asked to cancel (cuz I wasn't staying there) and got grief from them. I had to threaten to contest credit card charges before they said OK to a refund.
This property may be great.
Thomas
Thomas, 2-night business trip
Verified Hotels.com guest review