The following is a public service announcement:
If you are going on a trip and need to book a hotel, do yourself a favor and don't go through hotels.com.
For our Texas trip, I booked a hotel room in Dallas a few days before our trip through the website. It was really easy and I got a confirmation email not long after stating my room was paid in full. For the next few days I continued to get emails from the website, all with my correct information and the same itinerary number.
On Friday, we roll up to the hotel after a pleasant drive to Dallas (well, as pleasant as a 7 hour drive can be). I attempt to check in at the front desk, only to be told there wasn't a reservation under my name, or Z's. I handed the clerk printouts of the emails with the itinerary number. Still. No. Reservation. Apparently, my itinerary number and reservation were non-existent.
When I spoke to a hotels.com customer service rep, she asked for my name, email, itinerary number. Nothing! It's like I didn't even book a room. Except for the $87.02 taken from my checking account, courtesy of hotels.com.
To get a refund, I was shuffled to a call center in the Philippines. (I'm about 95% sure of the accent; I've been listening to it my whole life.) I tried--really, truly--to stay calm and rational. The rep asks all the same questions as the previous lady, then for the phone number under which my room was booked. After a few clicks, he proceeded to inform me they found my hotel reservation. It was booked under my phone number and the name "Leonard Heumiller." This was the biggest WTF moment of my life. Why on earth would I book a hotel in a name other than my own? And that name? WTF?!
{Even if I wasn't paying attention when I typed my name (which has happened), the combination of letters isn't even close on the keyboard! I would have to try extremely hard, or be in a chemically altered state, to book a hotel under some random name. Did I mention I got 4 emails with my correct name, email and mailing addresses, and itinerary number on them? I was completely lucid when I made the reservation; I am completely lucid
all the time. I am too lucid for my own good.}
While I was coming to terms with supposedly booking a room under the name "Leonard Heumiller," the rep asks if it's ok to honor the reservation since they straightened out the confusion. At this point, I go ballistic and yelled, "No! I just want my money back! I just want my money back!" to the Filpino at the call center.*
After securing a refund (with a transaction number), I called my bank and cancel the card used to book a hotel, asked about the process for disputing a charge, and activated an emergency credit card. Ridiculous! Zach took care of the hotel room situation, as did the lovely people at the Wingate by Wyndham hotel off N. Stemmons Fwy and I-35E N in Dallas. After arriving at the hotel around 2 pm, we finally got situated in our room around 430. The whole ordeal made me feel like this:
Never again, hotels.com. Never again.
*I do honestly feel bad about yelling at the customer service people, since it's most likely not their fault, and also because I have convinced myself they are Filipino. I try to be nice to everyone, especially if they are from my mother country! It makes me uncomfortable when people complain about the accents and lack of general understanding when calling customer support. It's not these individuals' faults they have accents! They need money. Working for a Western corporation trying to save some dollars by rerouting their customer service to Asia seems like a good idea, until someone in another hemisphere starts yelling histrionically and demanding their money back/answers/to talk to someone who speaks English. Anyway, I hope they get out of the call-center service industry. This whole thing makes me sad.