- Report: #628639
Report - Rebuttal - Arbitrate
Complaint Review: Hotels.com / Travelnow.com / Expedia.com
Hotels.com / Travelnow.com / Expedia.comInternet United States of America
Hotels.com / Travelnow.com / Expedia.com HotelReservation.com Horrible Customer Service, Internet
I booked a room in Williamsburg, VA for one week at a decent rate (about 10% less than through the hotel directly). Seeing how nasty the hotel was I wanted to check out of the hotel early, so I searched Hotelreservation.com's web site for a phone number. Surprise, there was none, so I emailed them using their web form since they didn't even post an email address. My confirmation email actually came from TravelNow.com, and the reply address was email@example.com, so I didn't bother sending an email to that address.
As of this posting they STILL HAVE NOT REPLIED to my email after 6 days, but I found out from the hotel manager that TravelNow.com is a booking partner with Expedia. He gave me Expedia's customer service number which I used to get TravelNow.com's phone number, 817-333-5399. Did you catch that? You can call HotelReservation.com and TravelNow.com at 817-333-5399.
When I first called them the representative said he was going to call the hotel to confirm I had indeed checked out early (fine, see if I am a liar if that will get me a refund). After 10 minutes on hold I heard the message, "We're sorry, we cannot continue processing your call. Please hang up." Yes, they hung up on me which is kind of funny since they told ME to hang up.
Anyway, I calmly called back and talked to another rep. Since they had no record of my first conversation (imagine that) she put me on hold to confirm the early departure (I was holding my breath), and she actually came back and confirmed I would be getting a refund. When I asked a question about refunding to my old credit card number she pretended like she couldn't hear me, pushed several buttons on the phone, then said she couldn't hear me and transferred me to a message that said "Your call cannot be completed at this time. Please try again later." They procesed to hang up on me the second time.
Needless to say, I don't know if I will be getting a refund. This outfit is extremely unprofessional for making me jump through hoops to even communicate with them. They also hung on me twice. It is simply not worth it to deal with a company like this to save a few bucks. Go with a real company with professional customer service and save yourself the hassle.
This report was posted on Ripoff Report on 08/03/2010 01:42 PM and is a permanent record located here: http://www.ripoffreport.com/r/Hotelscom-Travelnowcom-Expediacom/internet/Hotelscom-Travelnowcom-Expediacom-HotelReservationcom-Horrible-Customer-Service-I-628639. The posting time indicated is Arizona local time. Arizona does not observe daylight savings so the post time may be Mountain or Pacific depending on the time of year.
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