Booked through hotels.com and hotel doesn’t have my type of room. What do I do?

[Anonymous]

I booked a hotel room in Boston and when I got to the hotel they said that hotels.com sold me a room that they didn’t have. We are 4 people and are stuck with a king+sofa bed instead of 2 queen beds. They will try to accommodate us tomorrow but they are acting like it is my fault for using hotels.com instead of their website. I feel like they should give us a voucher or points or something right?

[Anonymous]

If hotel is being truthful, they owe you nothing. Hotels.com owes you a refund. Consider this a lesson learned and always book direct with the hotel. I don’t think Hotels.com is cheaper and if you book direct, you have more recourse if something goes wrong and/or you have to change plans.

[Anonymous]

Anonymous wrote:If hotel is being truthful, they owe you nothing. Hotels.com owes you a refund. Consider this a lesson learned and always book direct with the hotel. I don’t think Hotels.com is cheaper and if you book direct, you have more recourse if something goes wrong and/or you have to change plans.

+1
Learned this lesson the hard way with airline booking.

[Anonymous]

Anonymous wrote:I booked a hotel room in Boston and when I got to the hotel they said that hotels.com sold me a room that they didn’t have. We are 4 people and are stuck with a king+sofa bed instead of 2 queen beds. They will try to accommodate us tomorrow but they are acting like it is my fault for using hotels.com instead of their website. I feel like they should give us a voucher or points or something right?

I mean it’s not their fault, right? What you are owed is in the terms of your agreement with hotels.com.

[Anonymous]

OP, it's a hard lesson to learn but the PPs are right.

Have you spoken with hotels.com? What did they say?

[Anonymous]

lol that they owe you anything.

[Anonymous]

Never use a site like hotels.com. Always book directly with the hotel (or airline). These stories are worse are common.

[Anonymous]

Anonymous wrote:

Anonymous wrote:If hotel is being truthful, they owe you nothing. Hotels.com owes you a refund. Consider this a lesson learned and always book direct with the hotel. I don’t think Hotels.com is cheaper and if you book direct, you have more recourse if something goes wrong and/or you have to change plans.

+1
Learned this lesson the hard way with airline booking.

Not always. Currently at a Marriott I tried repeatedly to book directly through Marriott. Two devices and three browsers later I called them. They said their online reservation system was down and they could book me over the phone but could not honor the rate seen online. So I booked with Expedia for the original rate -$200 less. Ridiculous. No issues. Wish I hadn’t wasted an hour of my life trying to book direct with Marriott. The place sure is nice though!

[Anonymous]

Book direct next time

[Anonymous]

I once had a problem with a hotel booked through hotels.com. Only way to get a refund or discount on the room was to go through hotels.com. But the hotel gave me a free stay for another date.

[Anonymous]

The hotel can only guarantee the room type if you book through them. This is why 3rd party booking is a risk.

[Anonymous]

Never do anything third party, for lots of reasons. I’m shocked how many people still do this.

[Anonymous]

Anonymous wrote:Book direct next time

This. Aggregators aren’t what they were 20 years ago.

[Anonymous]

Anonymous wrote:Never do anything third party, for lots of reasons. I’m shocked how many people still do this.

+1

[Anonymous]

I'm confused because I use hotels.com exclusively and have never had a problem. When you reserve a room, their system says "Confirming reservation with hotel" before it finalizes. If the hotels.com system interfaces with the hotel system, isn't it the hotel's responsibility?