Do not use hotels.com I regret to ever use this hotel booking service. I booked a hotel using their service, and I have to admit that I was actually happy the first 7 times. The 8th time I booked a hotel and I could not get to
the hotel until the day after due to Hurricane Sandy. I called hotels.com to see if they could advocate for me so the hotel could honor the room and much to my surprise they didn't. So I then called the hotel and asked to speak to a manager who wasnt there at the time, but I spoke to the assistant manager who said that hotels.com has the power and that they always refuse to modify reservations. So I called again and I spoke with "Ricky" or
"Re-quay" as he pronounced it, and he lied and told me that he set everything up with the hotel and that he sent me an email and he gave me a fake reference number that everything was fixed with the reservation (changing it
from one day to the next) and that I had to call to confirm the next day.
So I call the next day and the agent that was on the line says that she cannot do anything and that I had to call in yesterday, which I did. She tells me that she cannot do anything. Plus, I never got the email. I called the hotel and spoke with the hotel manager (who was available)which told me that hotel.com uses deceptive practices and he told me that he would have changed the night for me, no questions asked had I booked on the actual hotels
website, he proceeded to explain to me that even though I'm booking a room at his hotel via hotels.com that hotels.com sells the room and that the hotel gets a certain percentage of what the room was sold for, he also told me that hotels.com send them a check once a month. He was honestly sorry and he said that I should dispute the charge as a service not provided, and he also proceeded to tell me that it would not hurt him at
all if I dispute it. Based on what I have experienced I will start booking on the actual hotels website instead of hotels.com since they did not advocate for me.