2/10 Poor
Dec 31, 2022
Double charge, awful stay and irrespecutful
Recently, I made two reservations and "paid" through Hotels.com (4 nights total).
On my last day, I noticed my credit card was charged (double charged and was not pending) for the first night as well as the parking ($10) that I didn't use.
I talked to the front desk and he asked me to contact the manager (Jillian).
In the afternoon, I called the hotel to talk to the manager. The front desk lady told me she was in a meeting and got my phone number. She said she would call me later that day, which never happened.
I called the next week, everyday. The only response I got was either she is off or she is in a meeting.
The front desk persons told me that my concerns and contact information were passed to Jillian but not sure why she hasn't called me back yet.
Until now she hasn't called me back and they never reimbursed my money. I was double charged for $139.52 + $10 for the first night and $320.94 for the last three nights (total $470.46). The annoying part is that it was the hotel's mistake and being inexperienced in handling reservations and now I need to "waste my time" and effort to talk to someone to get my money back. There should be a compensation for my time and frustration on top of the actual charge.
In my view this is completely unacceptable and the hotel can double charge everyone, no one would notice. Also, the manager's action is completely irrespecutful.
Overall my last stay was awful. No room service for 2 nights, the bathroom had a leaking problem.
Verified traveler
4-night business trip
Verified Hotels.com guest review