Complaint Review: Hotels.com - Ian Travel Services
Hotels.com - Ian Travel Services hotels.com deceiptful, misleading, incompetent, rude, unyielding, untruthful, misguiding, no empathy Internet
I was booking a hotel for San Antonio, Tx to attend an Air Force graduation through hotels.com. After speaking with representatives of hotels.com and explaining to them in details exactly what I needed and expected and was willing to pay for in a hotel room, only to be lied to. I was promised a "suite" with a seperate bedroom for me and my companion and a sleeper sofa for her adult son.
I stressed over and over that we did not, under any circumstances, want to have to sleep in one room with two beds. But that's exactly what I got! I was assured by the representative that we would receive exactly what I asked for. He assured me of this more than once. And I believe him; booked my room right then and there. Paid for it in full at that time also because I was told it was the only room that fit what I'd asked for! I paid over $300 for the room I "thought" I was getting, instead I got a "suite" with one bedroom and in the one bedroom was two double beds and no sleep sofa in sight!
I inquired about this to the employee at the hotel and he informed me that their hotel do not even have such a room and haven't had sleeper sofas for over a year! Unfortunately he could do nothing to correct this dilemna because I foolishly booked through hotels.com.
So I called hotels.com immediately after learning that the hotel could not accommodate me if they had wanted to. I spoke with Mario, an employee of hotels.com, he was as cold and unconcerned as ever. He informed me that there is nothing he can do to help me and that I should have read my email which told me what I was paying for. I saw that I was not getting anywhere with him, as he seemed to be "programmed" to speak the same few sentences over and over, regardless of what I was complaining to him about. I finally asked for his Supervisor. His Supervisor, Eve, told me basically the same thing: "You should have saw your email and called to complain before you came." I informed her that there was no reason for me to think that they would book me in a room that I never asked for and charge me a higher price for my "suite"! She showed no compassion; told me that she could credit $30 back to my account and send a certificate in mail (which I will probably never see). Then she informed me that that's all she could do for me. I let her know how unhappy I was with the entire situation and how disappointed I was for using her company and how I would never ever in a million years use hotels.com again, before hanging up my phone!
I do not recommend hotels.com to anyone. I will definitely spread the word to family, friends, acquaintances and everyone else I know and do not know about what a lousy, deceitful company hotels.com is!
This report was posted on Ripoff Report on 12/09/2009 08:15 PM and is a permanent record located here: http://www.ripoffreport.com/reports/hotelscom-ian-travel-services/internet/hotelscom-ian-travel-services-hotelscom-deceiptful-misleading-incompetent-rude-uny-536915. 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. Ripoff Report has an exclusive license to this report. It may not be copied without the written permission of Ripoff Report. READ: Foreign websites steal our content
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