I have made a reservation with Hotel Orrington via Booking.com. My parents decided to join me as well and booked another hotel in the area. I understand I booked the reservation with Orrington under non-refund policy.
I am a very reasonable customer, and thought it's no harm to give a try and see if any party (hotel / booking.com) can lower the penalty to one night, instead of full stay (USD 500) . A customer service at Booking.com answered the phone, and didn't help at all.
I called the hotel staff to check the possibility of cancellation or dates change. First hotel staff was nice and polite but she can't find my reservation in the system.
I then called back to Booking.com to ensure that my reservation is in the system. This time customer service at booking was so rude. She said my direct check with hotel doesn't prove anything, because she had confirmed with another staff working at hotel by throwing some random staff name.
I started not to believe in customer service at booking.com and requested hotel staff's name who confirmed my reservation. When I requested the spelling of the name, which is not a common name, booking.com staff challenge me why I don't know the spelling. OMG, I was so shocked by her response, and she started to yell at me over the phone...
I called in hotel again. Another nice staff answered and was willing to make changes, but once again, she confirmed no one can change the reservation but booking agency...
This is very bad online booking experience. No complaints on hotel. Hope hotel can feedback to Booking.com for future improvement.
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
Thank you for your review. I will definitely pass your remarks regarding your experience along to our market manager. It is unfortunately true that when making a reservation with a 3rd-party company like you did, the hotel isn't able to modify or cancel the reservations in any way. I hope that next time you and your family is in Evanston, you book directly with us and avoid the head ache!
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This response is the subjective opinion of the management representative and not of TripAdvisor LLC.