2/10
I reached out to ask questions about my upcoming stay and the property owner was condescending and insulting to me. She told me I should have asked before I booked and stated the information was on the booking, but it was not. She told me I needed to have better communication skills. Then, she cancelled my booking the night before my trip. When I reached out to Hotels.com, I waited on hold 45 minutes. The lady told me I would have to pay more. When I disagreed, she hung up on me. Then, I called back and asked for a manager. They said one would call me in 1-2 hours. No one called me back until the next day, and they called at 11:45 pm in the middle of the night on my vacation, while I was sleeping for two consecutive nights. This is the worst experience I have ever had with a business of any kind. I was beside myself at how badly they treated me.
There is no value added for using Hotels.com. They allow their property owners to cancel at the last minute and do not take care of their customers when something catastrophic happens. They do not make an effort to ensure customers are not abused or mistreated, and they do not care when this is reported. They do not care about the customer experience at all.
Ileah
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