HOTELS.COM NON REFUNDABLE DOUBLE RESERVATION FOR SAME STAY

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Nov 16, 2018
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#1
Yesterday I attempted to make a non-refundable reservation on Hotels.com that was not completed. All I received from Hotels.com was the processing spinning wheel. I waited for several minutes and the page returned to the original reservation page with the message my transaction could not be completed at this time.
It did not contain a confirmation number. I closed the page and went back to Hotels.com and made another reservation which was immediately confirmed. When I checked my email, the original reservation had indeed processed and I received a confirmation of my reservation. I also received a confirmation of my second booking.
I rang Hotels.com to cancel the second reservation which they refused to do. I explained the situation to the agent and she said there was nothing she could do.
Please help me cancel either of these reservations as I only need one room. I do not believe that I should be held responsible for a glitch on their end as the transaction could not be completed.
 
Jun 30, 2017
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#2
Never make a second attempt at an online non-refundable reservation without waiting for 24 hrs to see if it actually went through. Did you log into Hotels.com to check "future reservations" before making a second attempt?

You can pursue this by email (not telephone): https://www.elliott.org/company-contacts/expedia/
Expedia owns hotels.com
Start at the first cust serv person and wait one week. If no/negative response go to the next person and so on weekly.
 
Likes: jsn55
Nov 16, 2018
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#5
No, it did not. I've appealed to so many people at Embassy Suites, Travelocity, and Hotels.com, but there has not been any resolution to this issue.
 

Neil Maley

Moderator
Staff Member
Advocate
Dec 27, 2014
15,656
14,204
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New York
www.promalvacations.com
#6
Unfortunately, non refundable is nonrefundable and they wouldn’t make an exception.

Sorry this happened but it might just others reading that you either shouldn’t book non refundable rates or check your credit card immediately if this happens and not assume the reservation didn’t go through.
 
Nov 16, 2018
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#7
I did check my card and it hadn't gone through when I made the 2nd. Then after making the 2nd, I checked and they both went through at that point.
Anyway, I'm going to make it work. My husband will have his own room and so will I. Thanks for helping sort it.
 
Dec 19, 2014
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#9
I did check my card and it hadn't gone through when I made the 2nd. Then after making the 2nd, I checked and they both went through at that point.
Anyway, I'm going to make it work. My husband will have his own room and so will I. Thanks for helping sort it.
Frankly, I'm impressed that you are going to make lemonade out of lemons. Its refreshing to see someone have a positive outlook on a situation where it is easy to play the victim.

I would suggest that when you check in to the hotel, perhaps speak to a manager. Sometimes a face to face explanation may yield results.
 
Nov 16, 2018
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#11
Thanks all. I check in on Friday at this hotel and will present situation to manager once more and see what they can do. If nothing, we each have our own rooms. The price I'm paying for this luxury is the bitter pill.
 

jsn55

Verified Member
Dec 26, 2014
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#12
It always amazes me what hotel management will do to keep their guests happy. Absolutely give it a try ... turn on your charm ... and remind yourself that we all think your attitude is fabulous. The mark of a happy traveler, adaptability. Please let us know what happens.

And next time book direct ... this could have been sorted out with one call to the hotel. Hotels are on the warpath with the online booking services and are doing their utmost to discourage their use. After 3+ years on this Forum, I couldn't agree more with the hotels ... OBS are great for research but awful for booking.
 
Nov 16, 2018
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#13
You are all so right about using an OBS. I will never use them again for hotels, ever!! I have to confess I did use an OBS to buy overseas airline tickets. It was rather inexpensive in comparison to online prices. I do prefer to go the airlines directly, but this was a deal too sweet to pass up. Thanks again and
Happy Christmas to all.
 

jsn55

Verified Member
Dec 26, 2014
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San Francisco
#14
You are all so right about using an OBS. I will never use them again for hotels, ever!! I have to confess I did use an OBS to buy overseas airline tickets. It was rather inexpensive in comparison to online prices. I do prefer to go the airlines directly, but this was a deal too sweet to pass up. Thanks again and
Happy Christmas to all.
Happy Christmas to you too, Omi. Regarding your airline tix bought from a booking service, watch them like a hawk. Get the airline confirmation number and be sure to check regularly. If there are issues, it's much nicer to straighten them out ahead of departure day. Arrive at the airport super early ... we have heard so many stories of nasty surprises. Good luck and have a great holiday.
 
Dec 19, 2014
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#15
You are all so right about using an OBS. I will never use them again for hotels, ever!! I have to confess I did use an OBS to buy overseas airline tickets. It was rather inexpensive in comparison to online prices. I do prefer to go the airlines directly, but this was a deal too sweet to pass up. Thanks again and
Happy Christmas to all.
Omi,

Do update... did the manager fix the situation, or did you enjoy 2 rooms?
 
Likes: BostonJohn
Nov 16, 2018
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#16
No they did not fix the reservation. The continue to say that because I had used an OBS, they could do nothing about the situation and OBS would have to do something about it. I tried to be extra nice as previously suggested, but they looked right through me as though I wasn't there. Hilton Honors membership did not hold any weight either. But we used both rooms and I asked them to change the sheets everyday even though their policy is to change every 2 days if you are staying more than 1 night. Bit snarky of me, I'm sure. I understand their eco policy in drought challenged Southern California. The tap in 1 of the rooms didn't emit hot water, so I called down and asked they fix it immediately. They said it would be later in the day. I called the manager and explained about the 2 rooms and OBS and he sent someone within 2 minutes, literally. So they knew how I felt and would still do nothing about it. It was a bit horrid of me, I know. I was not the nice guest I usually am. The weather was quite nice and we had a lovely time of it.
 
Dec 19, 2014
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#17
No they did not fix the reservation. The continue to say that because I had used an OBS, they could do nothing about the situation and OBS would have to do something about it. I tried to be extra nice as previously suggested, but they looked right through me as though I wasn't there. Hilton Honors membership did not hold any weight either. But we used both rooms and I asked them to change the sheets everyday even though their policy is to change every 2 days if you are staying more than 1 night. Bit snarky of me, I'm sure. I understand their eco policy in drought challenged Southern California. The tap in 1 of the rooms didn't emit hot water, so I called down and asked they fix it immediately. They said it would be later in the day. I called the manager and explained about the 2 rooms and OBS and he sent someone within 2 minutes, literally. So they knew how I felt and would still do nothing about it. It was a bit horrid of me, I know. I was not the nice guest I usually am. The weather was quite nice and we had a lovely time of it.
Wow. That is unfortunate. Part of me wants to know which property this is and I will personally NEVER stay there.
 
Sep 19, 2015
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#19
This may be an unpopular opinion but I am not going to blame the hotel for this. The OTA had the technical error. The OTA refused to refund you.

Why did the hotel not refund the OP? I think they would have to refund the OTA first. Might be a legal agreement with the OTA or an accounting issue. And then the commission issue gets complicated. Commissions can be as high as 30 percent.

So a person books a rate for $100 the hotel gets $70.

Had the hotel refunded the room directly to the OP it would have still had to pay the commission. So hotel pays $100 room rate but still owes hotels.com $30.
That is minus 30 for a room that may be unoccupied

A hotel may be okay with not making money but losing money is another issue.

This is all on hotels.com
 

Neil Maley

Moderator
Staff Member
Advocate
Dec 27, 2014
15,656
14,204
113
New York
www.promalvacations.com
#20
What it comes down to is booking nonrefundable rates. We’ve seen here over and over people trying to save few dollars booking nonrefundable rates who think that there will be exceptions made did a mistake they find immediately.

That’s not how it works- these OTAs don’t care if you notice it right away- you chose the cheapest rate and they don’t make exceptions.