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