Troubleshooter: 2 rooms, one bed and no refund
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I sent two e-mail confirmations, which I assumed were duplicates because they were both in a room for two nights. My grandson got two keys when they arrived. The desk clerk got confirmation, but was told the reservation for two rooms and they were paid.
It turned out that all rooms had only one bed, so the girls have used both rooms. I received my Visa bill next day and saw that I was billed for two rooms – two separate charges of $ 302 each.
I called the Holiday Inn and was told that it was Hotels.com 's problems. The reservation was made for two rooms, and they had nothing to do with billing. Hotels.com deny that they made a mistake, and because the girls used the rooms, they would not pay the money back.
I feel they made mistakes in the book two rooms, and I would not pay for the extra space, even if it was used. Is that how they make money? – Nula Fales, Elk Grove, California
A: Absolutely not. If you just ordered a room, with Hotels.com should have just given you one. Any company trying to sell you more than you wanted, would not be so long on the net, or anywhere.
But your story raises some red flags. Why do you phone an online travel agency to book? Hotels.com, like any other online agency, works best when you make your booking online. When you make a phone reservation, the chance of a misunderstanding increases. Fortunately Hotels.com sent you two confirmations. You assumed one of them was a duplicate, but it was not.
Had you used the Hotels.com site, you would have been able to fix the problem before your granddaughter checked in.
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Your options for getting a refund is limited, at best. Turning to the hotel will do you any good. It only got a booking through Hotels.com and gave up two rooms, as requested. The distribution was apparently between you and Hotels.com. (And it was a major breakdown, because you had ordered a room with two beds, and instead you got two rooms with one bed each.)
Hotels.com has the opportunity to review the call, but getting to that point is difficult. You must write to the company and asked for a review, and you will probably need to appeal against the inevitable first refusal. Remember Hotels.com will be on the hook for one of the rooms if it turns out this is their fault. It would not be confronted with evidence that one of its representatives turned up.
I asked Hotels.com on your case. It reviewed your request and found that there was a "misunderstanding" during the booking process. Hotels.com said it had not been informed of a problem until after the stay, then it was too late for a refund.
Yet went Hotels.com turning to the fees of your grandkids' room.
© 2010 Christopher Elliott … Distributed by Tribune Media Services, Inc.
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Submited at Thursday, December 2nd, 2010 at 5:00 am on Tips by dave
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