City Bird (starsorstreet) wrote in bad_service,
City Bird
starsorstreet
bad_service

Hotels.com/.ca I HATE you

I've lodged a BBB complaint because I'm not sure what else to do.

On February 27th I booked a reservation for four through Hotels.com. My friends pointed out to me last week that a) It is not the lowest available rate b) we can stay with a friend instead. Since the reservation is for July, I have lots of time to cancel, but I'd like to cancel this week so that the credit gets through before my bill is due. I'm going to be short otherwise since my friends are no longer paying me back. I'll deal if not, but it's inconvenient. Shouldn't be a problem though, right?

I have tried to log in to view my booking at least 25 times in the last three days. I get an error everytime. I have called four times and have been on hold 20 minutes, 38 minutes, 1 hour 11 minutes, and 2 hours 30 minutes, respectively. All at different times of the day. I am convinced they don't actually have anyone working.

I sent an email which hasn't been responded to yet. I have searched high and low and cannot find the emails to any of their executives. I did however find a number of complaints for Hotels.com and Expedia by people with similar issues. They can't seriously do business like this can they?

I really don't know where to turn.

UPDATE: A friend showed me to a link on the American site different from the other two I tried and I was able to cancel online! Hurray! And I only had to waste hours out of my life.
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