4/10 Fair
Jan 13, 2025
They didn’t have recognize the “itinerary number”.
Checking in was a terrible experience. When I got to the hotel to check in, they did not have my name or reservation in their computer. I gave them the itinerary number provided through hotels.com and this was not registering in their system either. I was told this has happened approximately 5 times in the last week to other people and I could just book another room through the hotel. After about 15 mins of trying to get assistance through the hotels.com app with no success given there was no phone number to call and the “Virtual Assistant” was not helpful in the least, I then had to download the Hilton app and my reservation was showing in the Hilton app which also had a confirmation number (different from itinerary number provided by hotel.com). I was wasting time and became really upset coming from a long road trip to this experience.
Shannon
Shannon, 1-night family trip
Verified Hotels.com guest review