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Experience: Travel

Member since August 2015

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1 Review by RAB

We booked two consecutive nights at a hotel through HOTELS.COM and the screen indicated there would be no cancellation fee. This is the reason we were comfortable booking the hotel. We were uncertain about our plans so this worked. Our plans proceeded and we did need to cancel. When I called to cancel I was told there would be a charge for one of the nights. I complained to HOTELS.COM's reservations department. They said there was no way around the charge for the one night. I then decided to stay at the hotel the first night since I was paying anyway and then cancel the second night. The cancellation for the second night was 34 hours ahead of the standard hotel cancellation policy of 6:00 p.m. The HOTELS.COM representative told me that ANY CHANGE AT ALL to the reservation would result in a charge for one night. As frustrating as this was, I was even more aggravated that the English language skills of the HOTELS.COM rep were terrible. I could not understand most of what they were saying. Overall this was a TERRIBLE EXPERIENCE WITH HOTELS.COM. I will NEVER use them again!

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