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★☆☆☆☆

“Total frustation!”

Written on: 12/08/2013 by Karinam (1 review written)

At first I was very impressed with the book.com, apparently the service was very satisfying and I couldn't believe on how fast it was to do the booking of a hotel on my smart phone. I've always seen the commercials on TV on how people nailed booking it and I thought that it would work for me as well. My husband and I were on a long drive cross country and we decided to stop in the middle of the way on the way back home to have some rest and get back on the road in the very next day. What should be a 7 hours drive in that especific day ended up being a 11 hours drive due an accident on the road where we got stuck on traffic for more than 3 hours. When we finally made it to the hotel, around midnight, we were exhausted and just really wanted to go to sleep, but unfortunately we had a big headache and problems ahead of us. The lady at the front desk of the hotel said she didn't have any reservation for us, I showed her the email on my phone with the reservation number and she said she couldn't do anything for us but book it again and charge my debit card one more time. She said the reservation never got through her system. I couldn't believe it, we were so tired and I had to call the customer service to try and solve the problem. Someone answered me, transfered me to someone else and in between all the hold thet put me through it was almost 1 o clock in the morning! That was just ridiculous, someone was trying To get a hold of the hotel via fax while I was on hold again and the call got dropped. NOBODY ever called me back, same thing at the hotel, the lady said that someone was supposed to call back and they never did. After the ladies of the hotel saw how tired and irritated he were she let us go to a room to finally go to sleep. She said she would deal with the web site about payment and everything else that she was having a hard time with. She gave us an extra hour for the check out which was very thoughtful of her, but I guess the staff of the hotel changed in the morning and we had someone to wake us up very early in the morning on the phone still asking about, how did I book it, and said that she was still having problems to receive the payment that got checked right away out of my account, but didn't give me any service back. Over all we were very frustrated. Such an unfortunate event. We were so tired and we didn't want to be dealing with any of that. I would not recommend bookit to any of my friends, it was our first time using the web site and probably our last as well.