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

[Anonymous]

Anonymous wrote:Hotels.com is owned by Expedia, fyi.

You will always get the same or a cheaper rate for the same room type on a direct booking, if the company is doing their business correctly. If you see a rate for a hotel you like on Expedia, hotel.com or booking.com, find that company’s direct website and book it through them. That way you’re guaranteed the room type and there’s no intermediation or finger pointing when something goes wrong.

-20 year travel industry exec

This just isn’t true. I always check directly on the hotel’s website, and sometimes it’s the same or less as third party, but often it’s more expensive.

[Anonymous]

Anonymous wrote:

Anonymous wrote:Hotels.com is owned by Expedia, fyi.

You will always get the same or a cheaper rate for the same room type on a direct booking, if the company is doing their business correctly. If you see a rate for a hotel you like on Expedia, hotel.com or booking.com, find that company’s direct website and book it through them. That way you’re guaranteed the room type and there’s no intermediation or finger pointing when something goes wrong.

-20 year travel industry exec

This just isn’t true. I always check directly on the hotel’s website, and sometimes it’s the same or less as third party, but often it’s more expensive.

Yep. On hotels.com I recently booked a stay that was 30% cheaper than what the hotel itself was offering.

[Anonymous]

Hotel is 100% respsonsit. They are using Hotels.com as an agent. If they don't like hotels.com, stop selling rooms through hotels.com.

[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?

Hotels.com is the equivalent of a travel agent, but without any of the advantages to you or the business. This is always the response you will get from the hotel if you use hotels.com, expedia, etc. Frankly, it's nice of them to try to accommodate you at all.