Hoteis

Hoteis.com has proved to be the worst booking website I have ever come across by.
We wanted to make a reservation knowing there was a chance we couldn't make it, so we looked for free cancellations. Hoteis.com had a good offer for the place we wanted to stay in, so we booked through their website.

The problems started from the get go. We booked a room for two persons, with free cancellation and no breakfast. We received (and got charged on the spot) a reservation for one person, with breakfast AND no free cancellation.
Believing it was some sort of mistake with the website we tried to amend this by getting in touch with them.
It's impossible. They have no support during the weekend (!). During the week they have an extra cost number you can use during office hours (9am-18pm), which when you call says it works from 11am to midnight.
Well we called after 11:30 and there was no one we could talk to. Repeatedly. We ended up finding an email to get in touch in a complaint website, someone with a similar issue. We explained the situation by email while trying to reach them.
At this point we already know we can't make it to the hotel that day and want to make use of the free cancellation. We were already running out of time to cancel given there is no weekend support, so we also got in touch with the Hotel directly, which understandably says it has to be cancelled by Hoteis.com.
Going out of our way, we finally realized they were part of Expedia and called them also. They were super friendly and tried to help us, but even them could not get in touch with anyone from Hoteis.com. They were pretty appalled at how nonexistent the whole service was. Unfortunately they couldn't helps us.

When we finally received a reply from Hoteis.com it was way over the cancellation period and at this point we replied with a refund request. It was clearly in no way our fault that we could not cancel this booking.
Despite we repeatedly explaining the situation to different people they always come back with something in the lines of "the hotel does not authorize the refund".
We know full well the hotel will not authorize a refund to something they also have no fault at, it is clearly Hoteis.com absolute abysmal service that caused all this, therefore, it is on them to refund us.
Given we have explained the situation and it is something they have records of and can verify, even though we at first thought they were just following a process, it is now obvious they are intentionally not owning up to their mistakes and playing dumb.
We will never give them our business again and you'd do best to do the same.

Good afternoon,
I had a reservation for Lagmintong hotel submitted at hoteis.com platform. Unfortunately, duethe coronavirus crises my fiance and I was not able to attend this travel and in accordance with hoteis.com orientation, we have cancelled reservation. We was not able to travel, it was clearly not our fault but a pandemic situation.
I have already contact lagmintong hotel that have told us that they are able to do what hoteis.com orient to do, but until now, we have noanswer or a refundfrom them. I have suggested refounds, credits at site, or a new date reschedulebut no answer from them, just a disregarding with costumersand a neglected with world situation. I want negotiation because is not fair hoteis.com stay with my money and became just blind to the situation that is clear impede peopleto travel.

I really hope to reach a answer from EXPEDIA GROUP or directly from hoteis.com