It took 2 hours, 6 phone calls, 3 companies, 1 manager and 6 customer service representatives.
I made hotel reservations for a 3 day business trip. I was provided the name and address of the hotel. I searched online to find the hotel phone number. A site came up with the hotel information, a phone number, and photos of the hotel exterior and a list of amenities. I called the number and was greeted with “Reservations”. I made arrangements for a three night stay.
The business trip was cut short and Tom informed the front desk he would be leaving a day early. The front desk informed him that he could check out but he would be charged for three nights. This is when I discovered I called a third-party reservation site and prepaid the stay. Their policy is no early checkout or cancellations.
I revisited the website where I found the phone number. At first glance, the site appears to be the official website of the hotel chain.
But it was not…
I was on the phone for over an hour trying to figure out the confusion. The third-party would only agree to credit my account if the hotel chain would agree. I spoke to several agents at the third-party reservation company, a hotel chain representative, a front desk clerk and the front desk clerk manager.
The most disturbing revelation from this ordeal…the agents from the third-party hotel reservation company are allowed to say they are from the actual hotel chain when asked directly because they are affiliates. This does not seem right to me….
I believe we are going to get a refund.