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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Hotels.com

Customer service issue
Reported by GetHuman594553
Aug 27th, 2018 - 3 years ago
Not resolved
Seen by 3 customers so far
Similar issue to 285 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

GetHuman594553 started working on this issue
Aug 27th, 2018 4:27pm

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