Dawn H.

One June 8th my son was involved in a terrible bus crash in Atlanta. I made reservations with Hotels.com near the hospital where my son was being cared for. I requested two beds and when we got to the hotel Best Western only had single King rooms. I told them we couldn't stay there since my son was injured and we had three people. We went to find a new room. I tried to get my money back. Here is the excerpt from hotels.com. I will never use them again.

Ruby: Hi, my name is Ruby.
Ruby: Hi, Dawn.
Ruby: How can I help you with your billing concern?
Me: On Thursday the 8th of June my son was involved in a serious bus accident in Atlanta. We had to rush over there and before I went I used hotels.com to reserve a hotel near his hospital. I needed two beds because he was injured. When we finally got to the hotel after midnight I was told the room only had a single king and there no rooms available with two beds. I had to find another room late at night. I am requesting the money I spent on the Best Western hotel room be reimbused to me.
Ruby: I'm sorry to hear about your son. I can see the details you entered. Give me just a moment to pull up your booking.
Me: We never checked in to the hotel
Me: Best Western Hotel
Ruby: Thanks for the details. Please bear with me.
Ruby: I need to call the hotel. Would you mind waiting for 5 minutes? If it takes longer than that, I'll let you know.
Me: OK
Ruby: Thanks.
Ruby: Just to let you know, I'm still speaking with the hotel. Thanks for waiting.
Ruby: Thanks for waiting.
Ruby: I'm sorry. Ive called the hotel to get refund approval, unfortunately they were not able to grant our refund request.
Me: If you cannot grant me a refund I need to speak with your manager. I was not given the room I requested, I did not stay at the hotel and I want a refund.
Ruby: They are claiming that you informed them that you will cancel your booking but you were unable to do so. As much as I want to process your refund request, however, I am unable to do so as the hotel is firm in imposing their policy.
Me: They told me I needed to go through you
Ruby: Let me go ahead and look for another option here.
Ruby: Pleas bear with me.
Me: I called hotels.com right after I got off. My son had just been through a traumatic accident. Hotels.com put me on hold for over 10 minutes. I needed to find another hotel so we could spend the night.
Ruby: I understand how you feel right now and I appreciate your situation. Please stay on the line while I'm looking for another option here.
Me: http://abcnews.go.com/US/wireStory/latest-alabama-girl-17-killed-georgia-bus-crash-*******
Me: Here is the information on the bus crash.
Ruby: I understand and I'm sorry to hear about your son's accident.
Me: I appreciate your understanding but that is not why I am on this chat. I am on this chat to get a refund for a service that was not given.
Ruby: Please bear with me while I'm addressing your concern.
Ruby: Thanks for waiting.
Ruby: I'm sorry. I've exhausted all efforts to process your request. However, please understand that the hotel is imposing their policy. Even though we could not get refund approval, I would like to offer you a coupon 80 USD for a future booking with us.
Me: I want to speak to your manager
Ruby: I understand that you would like to speak with someone else, however, they will have the same tools and same information as I have regarding your reservation. Any person assisting you would only be able to do the same things that I am doing for you.
Me: Send me an email stating that fact. I will working through my credit card company. I will not be paying this bill, I will make sure and let others that are thinking about using hotels.com know what kind of service you offer, and I will never use hotels.com again.
Ruby: I'm sorry. I do not have the capability to email you with your request. As much as I want to process your request, however, I am unable to do so. Please be advised that your booking was already non-refundable and it was agreed upon booking. If one of our customers has an unsatisfactory experience during their trip, we want to take the appropriate action. We encourage our customers to contact us from the hotel if the accommodations are not satisfactory upon arrival. This enables us to attempt to find a resolution at that time.
Ruby: I understand your frustration and I apologize that I'm not able to resolve this issue to your satisfaction.
Ruby: I'm sorry I couldn't help you. Thanks for getting in touch.

It took almost two months to get my order and when I received it the quality was terrible. The dress had a old silver zipper that was extremely noticeable and wouldn't fit any human being. Don't waste your time. Any positive reviews must be fake.