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Will never use Hotels.com again!

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Antigua, Guatemala
posts: 5
reviews: 22
Will never use Hotels.com again!

We missed our early morning flight from GUA-LAX on Monday, 2/25, due to unusually heavy traffic from Antigua (usually a 45-60 min drive that took 3 hours).

Our friend drove us back to Antigua. Because I did not want to risk missing the next day's flight I decided to book a hotel room in Guatemala City for that night. Lo, and behold, Walmart was having a conference which meant that EVERY HOTEL ROOM in the city was booked.

However, I did find a place on Hotels.com called La Residencia del Sol in Zone 9. The site "shouted" that they had "ONLY TWO ROOMS LEFT!" so I hurriedly booked one..

We left Antigua (again) around 8 pm for the hotel. Upon arrival, we were told that they never received our reservation. Yet, my husband clearly saw the hotels.com email on the manager's desktop!

He said they had no rooms. Period. And he was VERY rude about it. We called hotels.com (on our dime) and they were very confused. Eventually I was told that they'd book us into a comparable hotel in the same area.

Knowing what the situation was with the convention, I pulled out my Moon Guide and started contacting hostels. We literally found what I believe was the last available room in the city.

Over an hour later, out of curiosity, my husband called Hotels.com to point out that we'd never heard from them. We were told that they had no one on staff who spoke Spanish but were booking us into the Hotel Tatachino in Mixco. Not the same area at all!

I've learned that you can't trust online hotel sites.In retrospect I should have called the hotel in Guate rather than trust that hotels.com actually had the rooms they advertised.

I will NEVER use hotels.com again. I felt their service was horrible, and they didnt seem to care that we were stuck in a relatively dangerous city, at 10 pm, with nowhere to go.

11 replies to this topic
The Dalles, Oregon
Destination Expert
for Guatemala, Belize
posts: 6,098
reviews: 84
1. Re: Will never use Hotels.com again!

Always better to contact hotels directly imo. Hope the rest of your trip was more enjoyable than the end!

Lake Atitlan
Destination Expert
for Lake Atitlan
posts: 715
reviews: 134
2. Re: Will never use Hotels.com again!

I agree that contacting hotels directly is a better option. Hotels.com and other internet booking agencies are just huge call centers (most likely in another country), and are only interested in the initial booking. Once that is done, they could care less about customer service or your individual needs.

Sorry about your experience. I can always find a room at Las Torres in Zone 10. It is reasonably prices and centrally located.

Bethesda, MD
posts: 1,601
reviews: 23
3. Re: Will never use Hotels.com again!

Sorry you went through that. A good example of why it's best to spend the last night in GC rather than Antigua.

New York City, New...
posts: 8
reviews: 24
4. Re: Will never use Hotels.com again!

I am sorry you experienced this. When we booked years ago with Hotels.com in Miami - we had the same issue!! I have never used them again.

I have since booked with booking.com, travelocity and priceline without any issue.

On my upcoming trip to Gua I booked directly through the Hotel Casa Del Parque website via this weblink but the site seemed a bit odd. Your post has prompted me to plan time to call the hotel today and make sure our room is all set. Thanks!

posts: 1
reviews: 20
5. Re: Will never use Hotels.com again!

I recently had to cancel a hotel reservation with hotels.com and they said they could only refund me on the card I used....which would usually be fine if my card hadnt been stolen! I explained this when I phoned them and they also put me on hold for over 2hrs, then I spent over an hour trying to resolve it, I have phoned them more than 20 times and still over a month later I haven't received my refund & they have not replied to emails & they think they can compensate by giving me $50 vouchers for their company that I don't want to book with again! The level of customer service is very poor.

I agree, go direct to the hotel - I often find if you also tell a hotel about a competitive rate they may match it because they then don't have to pay the commission to the 3rd party.

San Diego...
posts: 2
reviews: 7
6. Re: Will never use Hotels.com again!

Yes i had a bad experience with hotels.com and lost $100 with them

San Diego...
posts: 2
reviews: 7
7. Re: Will never use Hotels.com again!

Yes i had a bad experience with hotels.com and lost $100 with them

8. Re: Will never use Hotels.com again!

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Removed on: 7:45 am, August 14, 2013
 
San Pedro Sula
posts: 662
reviews: 9
9. Re: Will never use Hotels.com again!

Abuelo...so people need to check in hotel rooms before 6pm...or its up for grabs.....amusing...

I dont think ive ever checked in a hotel before 6pm

Ive used online sites for hotels and generally never had an issue....but it happens...even when you book directly with the hotel...

I usually call to ensure my reservation was received..because you never know...

Good luck

10. Re: Will never use Hotels.com again!

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TripAdvisor staff removed this post because it did not meet TripAdvisor's forum posting guidelines with regards to family-friendly language and/or subject matter. We will remove messages or topics that contain objectionable language and images (avatars or links to pornography), including but not limited to profanity, obscenity, vulgarity, pornographic literature, racial slurs, hate speech, personal insults, hostile comments and threatening language.

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Removed on: 7:39 am, August 14, 2013
 
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