Written on: 01/04/2013 by uknead2know
Because I knew my future travel plans were tentative, I was particularly concerned about Cancellation Policies. Hotels.com uses a "Free Cancellation" promotion on various hotels they advertise (right below the room price). Since the "Free Cancellation" promises differed from the fine print by the hotel, I called Hotels.com to discuss. The agent assured me there would be no fee if cancelled at least 48 hours before the check-in date. Sure enough, my plans changed -- when I attempted to cancel EIGHT (8) Days before the check-in date, Hotels.com charged me for one (of the three) nights.
I called Hotels.com to complain. The outsourced Singapore call center agent (who I could hardly understand due to a strong accent & poor English) finally said, "sorry." So now Hotels.com has $200++ of my money.
This raises trust, confidence and reliability issues. Never again.