We book many hotel rooms for our hardworking employees who travel long hours. Upon check-in around 8:30 p.m., the desk associate said, “the card we hold for Expedia doesn’t work.” After trying again, he stated, “it went through.” Already anticipating they might attempt to charge our personal card, our employee requested a receipt, but was told, “we have to email it.” No email ever arrived.
Sure enough, our card was charged, even though the stay had already been prepaid through Hotels.com. Mistakes happen—but the real problem came when I called the hotel for a refund. I was told, “you’ll have to call Hotels.com and have them pay before we reimburse you.” This should have been handled directly between the hotel and Hotels.com, not pushed back on the guest.
After another 20 minutes on the phone with Hotels.com, the hotel finally agreed to issue a refund, but I’m not holding my breath. Travelers beware: check your statements carefully if booking through Hotels.com at this property.