2/10 Poor
Dec 27, 2024
Stay away from hotels.com
We had a reservation, but ended up needing to simply upgrade to two queens instead of one.
I called and told them the situation (last minute add-on for the holidays), and they basically laughed at me. I offered to pay whatever the upgrade fee was. They said my one bed was un-refundable and in-modifiable, and that I would have to buy a whole new room.
I asked if maybe we could do a roll-in bed, that all I needed was a spot for one more guest.
They were ridiculously unhelpful, the opposite of understanding, and completely unwilling to do anything.
We ended up eating the cost and finding somewhere else to stay.
I called the hotel directly, and they said they normally could have helped me, but since it was through hotels.com it was in their hands.
Hotels.com just wants your money and doesn’t care one bit about special circumstances- even when I offered to pay a modification fee.
I will never use them again, and would advise anyone against this corporate nightmare.
We ended up being incredibly happy with the alternative route, so I guess it was a blessing in disguise.
Never again.
Nothing against this hotel itself, it’s hotels.com and their horrific way of customer service.
Rebecca
Rebecca, 1-night family trip
Verified Hotels.com guest review
