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I booked a hotel with Hotels.com on Friday, March 21st. First, the representative which I assumed from was another country could not understand me and had to repeat the information several times before processing my reservation. I was informed that the confirmation email would be sent to me shortly after we got off of the phone. I never received a confirmation after checking for several hours, I arrived at my destination on Sat, March 22nd to check in at the Ramada Inn. When we arrived we were told to come back because the hotel rooms were not clean. <br /> <br /> The hotel was sub-standard, un-clean, the sales associate was not welcoming or professional and there people who appeared to be homeless standing around the hotel. Trash was outside of the rooms and in the parking lots; people were sitting in the windows of these hotel rooms screaming at each other. I immediately contacted Hotels.com to inform that (1) I did not receive my email confirmation and (2) I wanted to cancel the reservation immediately and money credited back to my checking account.<br /> <br /> I called Hotels.com 5 separates times with different information being given to me each time that I called. I was asked to provide my credit card info each time and after the second time, I refused. Each time that I called I spoke to a different customer service rep and each knew nothing about the previous call and could not understand what I was saying (there was a language barrier). <br /> <br /> When I spoke with the 2nd customer service rep (Kevin) on Sat, March 22nd, he informed me that he did not see a reservation under my name, email or credit card information. However he informed to call my bank to ensure that my card was not charged and to call back if this had happened. I got off the phone with him to check my account and email again for confirmation. The confirmation was never sent, however my card was charged at the time of the call with Kevin (Apr. around 3-4pm). I immediately called back and asked to speak with a supervisor. I was transferred to Oscar and he stated that again he could not find my reservation under my name, email or credit card info which was confusing since my credit card was charged. <br /> <br /> Oscar stated that he could not refund the charges, however he could contact the hotel directly to cancel the reservation. The phone was disconnected while I waited for Oscar to cancel the reservation. I called back and spoke with a Kristin and she stated that I needed to contact Billing department since she had no information registered for me as well. At this point, I feel my 'blood pressure' rising and I am angry since no one knows about the previous calls or has any 'info' on my account but I have given my credit card info to two separate customer service reps. I asked for corporate headquarters contact info and I made it perfectly clear that I wanted the money refunded and credited to my checking account immediately given the poor customer service. <br /> <br /> I have used Hotels.com in the past and have never experienced this type of problem, however I will no longer use this website or service given the problems I encountered while travelling out of town from Baltimore, MD to Greensboro, NC. Finally, my money was refunded by Kacey who happened to be the last customer service rep that I spoke to and provided excellent customer service despite the previous encounters experienced on Sat, March 22nd. The Corporate headquarters office telephone number is either disconnected or a 'non' working number. I don't understand how any company would not have an accurate way to contact its' corporate headquarters. This appears to be 'shady' or skeptical regarding business practices. I intend to contact Better Business Bureau to inform them of this matter as well. <br /> <br /> My suggestion is to consider not outsourcing and to train staff on exceptional customer service including language barriers. Treating customers with respect rather than simply 'brushing them off', 'ripping them off for money' or simply 'not caring about what has happened' is critical. Customers are keeping your company in business so they should be respected and provided with excellent customer service at all times. <br /> <br /> Sincerely, <br /> <br /> Kristal Turner


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