8/10 Very Good
Jan 13, 2025
Step up your game Hotels.com!
Hotel was great but Hotels.com dropped the ball on confirming reservation. On arrival we were advised we did not have a reservation and would have to resolve our issue through Hotels.com. Neither the app nor the reservation email have a direct support contact number, and I was forced to open a chat bot to navigate to a human. Although the issue was quickly resolved by the helpful agent, it took WAY TOO LONG to find a person to speak to, and the problem shouldn't have occurred in the first place. Hotels.com needs to establish confirmation protocols with hospitality vendors to provide customers required confirmations. We shouldn't have had to spend 30+ minutes after a long day on the road to check in.
Geoffrey
Geoffrey, 3-night trip
Verified Hotels.com guest review