2/10 Poor
Jan 8, 2025
Loea difficult if there is a problem
I booked a room for a much needed one night getaway with my wife however the weather turned nasty a couple days out from the booking but past the possibility of cancellation (3 days before the booking). I called the hotel to see if it was possible to rearrange seeing that it was paid for. The staff member said it was no problem but would need to be done by Hotels.com. So I called Hotels.com & they said that it was outside the agreement but if the hotel had already said they would happily reschedule the booking they would contact the hotel & complete the process. I waited while this was attempted but they were unable to contact the hotel so they said they would handle it & send me a confirmation email. No email came. I called both the hotel & hotels.com again & both confirmed it would be ok & would be sorted. This went on for over a month of repeated calls to both parties with both stating they would handle it. Did not happen. So after 5 calls on one day I was directed to a supervisor at hotels.com who attempted to deal with the hotel unsuccessfully. He read out the notes from the first call to the hotel where Loea refused to rebook on another date. Neither party was informed me clearly about this and consequently I pursued it. The supervisor was excellent & saw how the booking had been mishandled & granted me a coupon to the same value. Thank you Hotels.com
Geoffrey
Geoffrey, 1-night trip
Verified Hotels.com guest review
