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?

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

+1

Anonymous wrote:Book direct next time

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

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

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

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.

Book direct next time

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!

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

lol that they owe you anything.

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

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

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 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.

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.

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?