We had a booking in Spindrift Inn (Monterey) from December 29th to January 1st.
When we arrived at the hotel, we were told that Hotels.com had not sent the reservation. We were proposed another hotel for the same nights.
We were supposed to have to have a view on the ocean and the sound of the waves crashing on the beach. Instead, we had a view on an Exon station and the sound of cars & trucks + some loud partygoers.
Hotels.com + Spindrift: please avoid the standard pre-written apologies and just answer this simple question : which one of you failed ?
Spindrift, if this was you: you claim to be among the best of Monterey’s, but overbooking (voluntary to improve profitability by selling remaining rooms in other hotels of the group or involuntary by mistake) is not at the standard to want to be. How do your future guests know you will not do the same to them?
Hotels.com, if this was you: the service you sell is based on reliability. If you cannot insure it, why should yours customers book through you instead of going direct to hotels?
To both: you impose penalties for late cancelation (one night or more), but how do you indemnify your customers when you are at fault ?