2/10 Poor
20 May 2024
Disgruntled Gold Member
I booked this hotel on Monday 13th May on the Hotels.com site, it was still available to be booked with nothing preventing the booking. We contacted the hotel on Tuesday 14th afternoon out of courtesy to explain we would be arriving a little late. A lady answered the phone and she was very disgruntled when she asked how the hotel had been booked because they had ceased trading as a Hotel 5 weeks prior. She said the hotel was not taking bookings and Hotels.com should be contacted. I was desperately in need of somewhere to stay because I was 200 miles from home so another booking was made elsewhere. We contacted Hotels.com Customer Services the following day expecting to have the monies refunded however the experience to date has been very frustrating and disappointing. The Booking was not cancelled, it was made in good faith on Hotels.com and paid for on-line at the time of Booking to Hotels.com. We ended up having nowhere to stay for no fault of our own and paid for 3 nights we had taken from us at a cost of just short of £300 but Hotels.com have failed to address the issue a week later. It feels like a claim via a CCJ is the only way this is going to be fixed. The disappointment gets even stronger when we spend £1,000's of pounds every year and I am a Gold Member.
Chris
Chris, 3-night business trip
Verified Hotels.com guest review
