ABSOLUTE DISASTER !!
Posted Sep 16, 2014 on Hotels
Hotel lobby was beautiful but never saw room. We arrived around midnight after full day journey, 30 minutiae airport taxi ride, to find the hotel fully occupied. Hotel Abad received request from hotel.com but had no occupancy. So unclear why we got confirmation email with 'no need to reconfirm' instructions. I proceeded to call hotel.com customer service # provided on confirm. sheet, and was linked to the Australian call center. The rep., frustrated she couldn't find the reservation in their HUNG UP ON ME. Btw, I'm an international service manager for a major U.S. Airline, so being in the industry, I was very courteous and professional (particularly under the circumstances). I rang back, got another curt rep. that eventually told me to call the North American customer service. I did and got a rep. that sought another hotel in vicinity. This never materialized. Nothing available. We resorted to taxi driver driving us around in early hours of morning to find accommodation that resulted in a 1star hotel smoking room (rough since we are asthmatic). In process of contacting hotels.com about this disaster, but considering all the $$ we spent on taxis, 1hr international calls, the hotel Abad not having our room, hotels.com customer service being of no help, and the surprisingly rude reps. we encountered, I doubt they will offer anything to recover from this situation, and may result in me never using hotels.com again :(