I tried cancelling a hotel reservation in New York but was an hour late to cancel withi...

GetHuman594553's customer service issue with Hotels.com from August 2018

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The issue in GetHuman594553's own words
I tried cancelling a hotel reservation in New York but was an hour late to cancel within the ** hour policy. I contacted Hotels.com to assist and they "said" that they called the hotel and claimed they said no and the hotel suggested asking by email - the representative said they would write the email and to check back the next day. Upon checking they said the hotel would not accept the cancellation so I decided to call the hotel. I was routed to their corporate office and they claimed that there had been NO correspondence either by phone or email so I asked them if they were saying Hotels.com lied and they said yes. I called hotels.com again asked for supervisor who said she called the hotel again and they said no (by this time it was the day before the reservation). I asked if i could speak to someone in customer service and she said the her supervisor would not take phone calls but that I could try and email. And then she hung up on me. How does a company like this stay in business? I would like my hotel room refunded or a night free in New York City to use at a later date.*Lisa
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Customer service issue
Reported by GetHuman594553
Aug 27th, 2018 - 3 mons ago
I have an issue with Hotels.com too
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Items needed
Who made the booking
Booking reference
Billing address
Email address on the account
Loyalty program number (if applicable)
GetHuman594553 started working on this issue
Aug 27th 4:27pm