I recently booked a room in Moscow through Hotels.com (booking confirmation...

GetHuman-mestrada's customer service issue with Hotels.com from August 2018

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The issue in GetHuman-mestrada's own words
I recently booked a room in Moscow through Hotels.com (booking confirmation ************) and although all the customer service people I spoke to were very nice, my cancellation was never resolved.***I have been a faithful customer of Hotels.com, I have never had an issue until this particular hotel. When I arrived to the hotel Slavyanka in Moscow, I was very disappointed. The pictures on your site are misleading, and although I understand they are from the provider, I was hoping that I could trust the contents of your site when deciding on booking a hotel. **https:**www.hotels.com*ho*******?et*j**&et*l**&et*mid**&intlid*Body*HotelName*H***.***.****H****.***.***&locale*en*US&pos*HCOM*US&rffrid*eml.hcom.US.***.**.****.**.**.src**.**.**.****.****.**.****&tab*description**I immediately contacted hotels.com and long story short, they could not process a cancellation. My basis are misleading information, please look at the pictures posted on your site and then compare with those I emailed, they look nothing alike. The hotel claims they are the category I selected, they are wrong, there is no other choice during booking. I even noted on the reservation that I needed a double bed. **I don't know if you are able to help me or direct this matter to the correct leader. I am out approximately $*** for a room that I didn't use. I left the hotel that night and I booked (thru hotels.com) a different hotel. I find hard to believe that your rules are so strict that that a cancellation was not done. You are a public company that makes millions in profits, I am a simple middle class dad that tried to have a nice vacation but ended up disappointed with my choice of hotel based on what is posted on your site.

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Hotels.com

Customer service issue
Reported by GetHuman-mestrada
Aug 1st, 2018 - 3 years ago
Fixed
Seen by 16 customers so far
Similar issue to 216 others
0 customers following this
Items needed
Who made the booking
Booking reference
Billing address
Email address on the account
Loyalty program number (if applicable)

Timeline

GetHuman-mestrada started working on this issue
Aug 1st, 2018 7:42pm
GetHuman-mestrada indicated the issue is not fixed yet.
Aug 1st, 2018 9:26pm
GetHuman-mestrada indicated the issue is not fixed yet.
Aug 1st, 2018 9:29pm
GetHuman-mestrada indicated the issue is not fixed yet.
Aug 2nd, 2018 1:48pm

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