Geoff G.

I have booked hotel reservations on their website many times and was always satisfied with the quality and value of the 4 star hotels we got for reasonable rates. BUT...

On 06/26/19 I decided to call them to book a specific hotel instead of rolling the dice for the online selection process and that's when the problems started. I spoke to an Agent and requested the London House Hotel at Wacker/Michigan in Chicago. She put me on hold multiple times and told me that the name of my requested hotel had changed. (it hadn't)
She booked me at the wrong hotel around the corner. I questioned her on this and she assured me it was correct and proceeded to take my reservation and charge my CC. When she sent the reservation to my email, I immediately called back to get them to correct their error and then the trouble really started!
I spoke to a Supervisor named Sheila (put on hold 4x to wait over at 48 minute call) who promised to call me back after reviewing the recording of my reservation. (Didn't happen) I called them back 24 hours later on 06/27 with their reference number provided and was again put on hold 3x over 18 minutes, to be told by another Supervisor that it would take their "Back Office" 5 business days to review the phone call and get back to me.
I've contacted my CC company and told them to reverse the charge and be assured I will NEVER trust this company again.