Hotels.com,
10440 North Central Expressway Ste 400
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U.S.A.
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Hotels.com Is An Operating Company Of Expedia Nasdaq: EXPE Accused me of Lying Rude Ripped us off Charged for an unconfirmed Reservation Overcharged Venice Italy Internet Based Company Dallas Texas
1Author
1Consumer
1Employee/Owner
We tried to make a reservation on Hotels.com for one night during our last night in Venice Italy. We got an error message, so we made a reservation using another service. According to the error message hotels.com did not make the reservation. 4 days later, when we got home, I found a charge for $140.76 for Hotels.com on our Bank of America Activiity info. I called Hotels.com immediately and they said they would get back to me. It is now December 19,2006 and I did not hear from them. I called them and was told that they can change the amount of the transaction to the amount they actually paid for the room. Darnel at ext. 3580 says that they have no way of knowing that I ever got the error message. They will not reverse the charge despite the fact that I have proof that I stayed at a different hotel that cost us $142.00 on the same night. The representative told me that I should have called the night the reservation was made in order to cancel. I told her I had no way of knowing that I was going to be charged for an incomplete reservation.
The amount Hotels.com paid for the hotel was $80.34 usa. I feel that since there was an error message and the reservation was never completed, I should not be charged at all.
The representatives at hotels.com have been rude and condescending. I am a very honest person, and I don't appreciate being called a liar.
Mrs DK
Columbia, South Carolina
U.S.A.
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REBUTTALS & REPLIES:
1Author
1Consumer
1Employee/Owner
Updates & Rebuttals
#1 Consumer Suggestion
AUTHOR: Juliet - Birmingham (U.S.A.)
SUBMITTED: Thursday, January 04, 2007
POSTED: Thursday, January 04, 2007
If you used a credit card, call the credit card company and initiate a charge-back of the fee charged by Hotels.com.
If you used a bank debit card, you would call the bank and file a dispute on the charge.
#2 Employee
AUTHOR: Hcom Ccare - Springfield (U.S.A.)
SUBMITTED: Tuesday, January 22, 2008
POSTED: Tuesday, January 22, 2008
Hi, my name is Matt and I'm a Lead Agent for Hotels.com Customer Care. My office is in Springfield, MO.
I realize that your issue was posted quite a bit ago, but if you have not received a resolution yet, I would suggest you contact my office at 1-800-568-1972, and reference your booking/itinerary number for your reservation. That way we can take a closer look at the booking and see if there is anything anomalous about it; whether there is or isn't, if you are able to provide faxed proof of the stay you had at another property on the same night (e.g., the hotel receipt), we may be able to see about obtaining a refund for you. Please keep in mind that this is not a guarantee, but a possibility. At the very least, we can issue you the credit down to our cost for the room (if they didn't already do that when you first contacted Hotels.com).
