c g.

Well I needed to change the dates of an upcoming stay I booked with Hotels.com. When I attempted to make the change on-line two before my stay, I get a message "Oops there most be a problem, please call us". Well I did and was told by the associate they did not understand why my request could not be completed. So the representative tells me he has changed the date to what I requested and nothing would be billed to my debit card until I present it in person at the hotel. Well a family member directed me to another hotel with a much better price and interestingly, I also was quoted a better price with the original hotel I booked through with hotels.com. So the next morning, 40 hours before my stay at the original hotel, I decided to cancel with Hotels.com, well before the 24 hour free cancellation policy. Later that morning when I am checking my bank account, I notice a $448.00 pending charge to the original hotel I booked through hotels.com. I called hotels.com immediately and after a run around, I was advised the hotel ran the card, not hotels.com. I then pointed out to hotels.com, I only provided my card to them, not the hotel and demanded a release of my money immediately. Keep in mind this two days before I was even to check in at the hotel. This started a 5 day nightmare with hotels.com. When my money wasn't released the next day I called back twice and was advised I needed to contact the hotel. I called the hotel who absolutely denied ever running card and directly pointed the finger at hotels.com. So I call hotels.com back and NOW I am told Hotels.com, did run my card and when I asked why I have been lied to from day 1. There was only " I am sorry". Now mind you I have not mentioned I called at least 8 times during my 5 days this took place and two other calls with the hotel. I demanded money be released and nothing. I then asked for a supervisor the following day "day 4" and this supervisor who identified herself as "Jelly" told me I should have read the disclaimer. When I asked if that meant Hotels.com ran my card after initially telling me they did not with 3 different associates, she replied she is sorry and I should have read the disclaimer. My money was released to me the day after what should have been my original check out date with the hotel I booked with Hotels.com. Regardless I was unable to access this money while on vacation and Hotels.com had 3 associates tell me they did not run my card, two that said they did, while a supervisor named Jelly told me I should read the disclaimer. Someone lied to me and I will never use on line website again and will deal directly with the hotels.