While traveling home to Nevada, our flight was unexpectedly diverted to Phoenix. After spending several exhausting hours in the airport, I booked a hotel room through Hotels.com at 3:00 AM so my elderly mother and young son could sleep for a few hours before we attempted to rebook a flight.
We arrived at the hotel around 3:15 AM, only to be told that no rooms were available. I immediately contacted Hotels.com for help and was informed that the room had supposedly been booked for 3:00 PM, not 3:00 AM—despite clearly booking it during the early morning hours while standing in the airport.
Neither the hotel nor Hotels.com made any effort to help resolve the situation or offer a refund. The customer service from both was rude, dismissive, and completely unempathetic, especially given the circumstances. As a result, we had no choice but to take another Uber back to the airport and sleep on the floor.
I am extremely disappointed that neither the hotel nor Hotels.com would take responsibility or show basic compassion. Based on this experience, I would never recommend this hotel, and I will not be using Hotels.com again. I will also continue to share this experience on review and feedback platforms so others are aware.