Niki Bippen

Review of Hotels.com

My fiance and I fled our neighborhood, which was u...

My fiance and I fled our neighborhood, which was under voluntary evacuation due to Hurricane Laura. We booked a three night stay through hotels.com at a hotel in San Antonio. We booked the room in haste as we were on the road so that we would not be trapped when thousands would eventually crowed the road to leave. After staying the first night we learned that Hurricane Laura has moved further east and will make landfall away from our community. We figured we better stay the second night of our three night stay just to be safe, but wanted to cancel the third night so we could get back home. We called hotels.com in order to receive a refund for the last night of our three night stay. They said they would have to call the hotel we are staying for approval, which they said they did not get. I decided to speak to the manager, who informed me that hotels.com buys rooms in bulk for pennies on the dollar and that they (the hotel) have nothing to do with the return policy. In short, hotels.com was giving us the run around. The manager said there isn't anything they can do because they do not have anything to do with our booking process. Hotels.com just doesn't want to refund the money. I spoke with hotels.com and they said they can't refund the money if they can't get approval from the hotel. These rooms would have went empty had we not booked them at the last minute. You would think they would be willing to work with people fleeing a natural disaster. Looks like they don't really care about their customers.