- Disliked: Cleanliness
I will never use hotels.com again. I went to my hotel to check in and they didn’t have us in the system. Later after a huge ordeal we found out hotel.com reserves us at a different location but same hotel brand. My whole family and extended family is at this hotel due to a small weekend trip skiing. I asked the lady to just switch it and she said she couldn’t. I called hotels.com and the lady said that she couldn’t do anything until Monday due to people being out of office. I asked her to switch hotels for me and she couldn’t. I then asked for a refund and she said she would contact me Monday and she said she was pretty sure i would get my refund. So I had to pay the hotel itself to stay knowing we were going to get a refund so it wasn’t a huge deal. Well here it is Thursday and i just got a email saying they were not giving me the refund.