Complaint against Hotels.com
I booked a hotel room through Hotels.com and received a confirmation for a specific room type. After checking in and entering the room, I realized it did not match what I had reserved.
I contacted Hotels.com customer service. The representative contacted the hotel directly and was informed that the room type I booked was not actually available to be sold through the platform. In other words, the reservation was confirmed for inventory the hotel did not have.
To be clear, the customer service agent was professional and helpful, and this complaint is not about the representative or the hotel. The issue is that the platform allowed and confirmed a booking for a room that could not be fulfilled.
I paid for a specific accommodation and received something materially different. I am requesting an appropriate refund or compensation and that Hotels.com review how inventory availability is managed so other travelers are not placed in the same situation.
Now, this doesn’t negate why I gave a 2 star review. Two thinks irked me: 1, I had a donor disturb on my door that disappeared and the staff came in without my knowledge (the bed was made) and, 2, there was a QR code that led to a room service page. After calling the room service option on the phone in the room, I was told they didn’t have room service (though, again, both the QR code led to a landing page and the phone showed an option for it). That was too inconvenient for someone trying to relax.