2/10
We booked our stay back in September. On 13th October we travelled 200 miles from Scotland, arriving at 8pm, to find it closed. It transpired that the hotel had gone out of business on 5th October. No one had thought to inform us, and cancel our booking!
I spent an hour on the phone speaking to various people in America, employed by Hotels.com, assuming they would be able to help, perhaps by arranging alternative accommodation. Instead they each wasted time by going through the same pointless to-do list, and ringing the hotel although I'd told them the phone was disconnected. My phone battery died and a nearby resident allowed me to use their house phone (to ring America!) I was offered no help whatsoever and was eventually just cut off.
So, we ended up with no accommodation, no phone, hardly any petrol, and sleeping in our very cold car in the hotel car park.
When we arrived home today, we were bombarded by emails from Hotels.com asking for a review of our stay - this is the review
In attempting to obtain a refund, we were directed to Expedia.com - well that was another wasted hour or so! The expression 'passed from pillar to post' springs to mind.
I'm not hopeful of getting a refund at this point... I would have hoped that Hotels.com would have had some sort of contingency plan in place for this sort of eventuality & quickly arranged alternative accommodation. It was very cold in our car on the night, had this happened further into winter things could have been worse!
Phil
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