AWESOME UPDATE: I posted this entry at 12:07 pm. At 1:34 pm I received a phone call from Hotels.com saying that they had tracked down the booking agent who processed my bad booking and were refunding the money immediately. I’m not going to accuse Twitter, Facebook, and a blog of ensuring the abnormally quick turnaround, but I certainly won’t deny the possibility. :) Thanks for fixing this, Hotels.com.
Hello Hotels.com,
Two things:
1. I was recently on the phone with your call center for 24 minutes. I spoke with Corey, who was very nice and helpful. He talked me through a problem with your booking service.
2. I will never use Hotels.com to book a reservation again. The short story is this: I used your service to book a king bed at the Travelodge in Healdsburg, California. Upon looking at my checking account this morning, I found two separate charges. One of them is for the bed that I slept in. The other one is for $121.80 and a room that I did not sleep in. I wasn’t even told about it when I checked into the hotel!
Corey (who, again, was great) informed me that I must now wait 72 hours, plus whatever it takes to get my money back, for Hotels.com to fix its mistake. And I have no way to speed it up.
I am left feeling helpless and betrayed. Your operator made a grave mistake, and now I must wait while you decide whether or not to refund my money. I know that logic and evidence will prevail and I will have my $121.80 returned to me, but until that happens (72 hours from now), I will have to wait, helplessly, while you “investigate”.
Sincerely,
Tim Brauhn
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