Cristina C.

I have traveled around the world for business and leisure and have never been as dissatisfied with a travel provider as I am with bookings.com and the Marriott's Aloft SFO hotel. I booked it for three guests in a two queen bed room for several nights. Bookings.com did not disclose that the hotel charges a $20.00 per guest for each guest over two guests. (They did give a total estimate, but no breakdown of the costs.) The third guest could not make it after all, so only two of us checked in. Once I received the bill, I called the hotel to explain the situation, but they refused to give me a refund of the costs for the third non-existent guest. The hotel told me to call bookings.com. I did, and filed a claim with bookings.com. All bookings.com did was ask the hotel if the hotel would give a refund. Of course the answer was "no." Don't use bookings.com or Marriott - they don't disclose the details of the bill in advance, then walk with your money and purposefully have poor customer service to make sure they keep it.