Absolutely worst experience I’ve ever had on Hotels.com (no fault of the site). First of all, I booked the property 2 weeks in advance, yet when I arrived the host said she had no record of my booking. (She subsequently found it, so it wasn’t an issue with hotels.com) The property requires a QR code to access the property, but since she “didn’t know about my reservation” this was never provided.
Then the property was unavailable, so she tried to provide us another room that did not match the listing and had cockroaches in it. When we said that this was an unacceptable alternative, she rudely said, “Then leave me a bad review, I don’t care. I don’t have anything to do with that website anymore.”
So finally, I explained all of this to hotels.com and requested a refund. They were unable to get any response from the host, so I paid for a room that I didn’t get access to and had to book another hotel in its place.
No protection for the consumer in this case, which is the only thing I have against hotels.com here. The rest is on the host.
