I booked a room last minute for '1 night, 2 adults.' Only to find out it was a shared room at check in. Meaning 3 or 4 other people I don't know were booked in the room, with bunk beds.
The attendant, Amanda, was no help. No 'hi, how are you?' No 'welcome to Freehand' no 'good evening, sir.' None of that, It felt like a traffic stop. 'You got ID?' No eye contact, no smile. Then 'You know this is a shared room right?'
Of course I didn’t know that, its not the criteria I booked for. I ask about cancelations or other availability. 'You gotta take that up with hotels.com' She tells me to pull up my confirmation and she goes right to the fine print 'shared room' OK. You got me, but its obviously a common problem at this place. Pointing out the fine print was the only thing she did eagerly.
Its really a scam, regardless of what the problem is, if you contact hotels.com they'll tell you, 'there's nothing we can do. it's up to the management' then you contact management and they say 'there's nothing we can do, you have to contact hotels.com.'
Then Im told I can't bring my friends up to my room. At the same time a half dozen people walk in, walk through the lobby to the elevators and Amanda doesn't bat an eye. But she loved telling me that my friends can't go up to my room with me- it was the only time she smiled. No help, no assistance. Just a 'eh tough sh*t' attitude.
This is the 2nd time I lost money booking through hotels.com. Never again.