2/10 Terrible
Verified traveller
Travelled with family
4 May 2023
Disliked: Staff & service
Fraudulent reservation for non-existent B&B
There was no stay. I had a reservation for 2 nights, rec'd numerous emails from hotels.com about it (including the one linking to this survey) only to get there and be told the B&B closed in Nov 2022 and there was no lodging to be had. They literally laughed when we walked in. I contacted hotels.com online, only to be told they couldn't help. I spent 1 1/2 hours trying to get lodging for that night (it was after 5pm when we arrived and were turned away). All the 'local' lodging was full.
The next night, when we had found a place to stay, I called hotels.com - spent over 1 3/4 hours being put on hold & transferred between people. The first person gave me a hard time for not contacting hotels.com right away, despite my fully explaining the situation - spent over 2o minutes harping on the fact I had checked in and was just now a day later calling the help desk. I again explained there was no check-in to be had and that I had contacted the help desk. I was put on a long hold, then told by 2 different people that I would be fully refunded which was followed by times by another long hold then being transferred again. The last person told me I'd have to contact my credit card company & the best they could do was a $100 coupon towards a future reservation - wouldn't even let me put it towards what was then a current reservation I had a few days later. I will NEVER do business with hotels.com again, and I will emphatically discourage others from doing so. This is FRAUD!
Verified traveller
Stayed 2 nights in Apr 2023