Public Mediation

Hotels.com or Venere.com-Dispute-#1692590

B. R. vs. Hotels.Com, L.P
5400 LBJ Freeway, Suite 500, Dallas, Texas, 75240-1019, United States
Amount Involved: $434.77
    • Status: In Negotiation
      This claim has posted for public comment and negotiation. It will remain posted until resolved to the claimant's satisfaction. Suggest a resolution to help these parties reach a settlement.
       (seeking public comment)
    • Claimant Seeks: View.
    • Claim #: 1692590
    • Amount Involved: 434.77
    • Filed On: Jun 20, 2013
    • Posted On: Jul 01, 2013
    • Complaint(s):
      • Bad business or marketing practices
      • Overcharge or billing error
      • Unfulfilled promises
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Statement of Claim
Complaints Involved (4) - View
Claimant says:
"Reservations were made through Hotels.com in March for a stay in Venice for May 29-June 1, 2013. We asked specifically for a private bath. The man over the phone said he found a Leonardo Hotel in Venice and we had him make the reservation. After the email arrived, we see that the room is with a shared bath. Trying to resolve this, I called Hotels.com back and was told I need to call Italy and speak with the hotel directly. I also tried through the email to change the reservation and was not able to. Spoke with a Maria Gonzalez in Italy who then said we had a nonrefundable reservation. On the bottom of our email confirmation, from Hotels.com it shows we can cancel up to 3 days in advance. Our American Express card was charged in March for a stay in May on May 29-June 1. I tried 3 times to cancel through Hotels.com. They said the last two times that they had canceled the reservation and that there would be no charge. I never received an email confirming this though. A day before we were set to leave, we received another email from Hotels.com reminding us of our stay that we thought had been cancelled already. After returning from a 14 day trip and staying at another hotel near Venice, we see that American Express is charging us for the hotel and that it was booked through Venere.com. Hotels.com now has no record of even offering us a hotel and only have a record of our address. (this was after speaking to a supervisor who said we don't have any record of any reservation with you) I sent all the correspondence I had to American Express and because the hotel has a slip of paper that shows they went through Venere.com and showed it is a nonrefundable and prepaid reservation, we will have to pay for a stay that we did not use and tried several times through the hotel in Venice and through Hotels.com to cancel. In the end, we were charged for a 3 day stay we canceled way ahead of time."
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What Claimant Wants Hide
1. Refund: 3 days we did not spend in Hotel Leonardo Jul 05, 2013 $434.77
Cash total : $434.77
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Respondent's Counteroffer

There has been no response to this claim from Hotels.com, L.P. This claim will remain posted until resolved
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  • Comment: by Sheila Fox — Online mediator
    • On: 07-09-2013
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  • I agree, we booked through Hotels.com in March to stay in Kemah, Texas. W ask for 2 rooms, adjoining, and was told we would have them. We also were told the 919.72 for 4 nights was the total price for the room and our pet. Only to get there and no it didn't happen and there was no elevator to the 3rd. floor, with luggage for 3 kids and 3 adults for 5 days, a very, very bad breakfast. Suppose to be full, hot, breakfast from 6 am to 9 am. LOL, we had to ask them at 7:30 for eggs, milk, sausage, and toast. They said people had been taking it to the room so they did not want to cook anymore. We had to go to he desk to get our linens and toiletries. Then on top of that the inside pool was so hot, we could stand it. If you ask for a towel they wrote down your name with a mark by it for how many you got, and the second day in the pool my 13 year old grandson actually found poop in the pool and when reported to the desk they merely stated we will take care of that. NOT why you all step and we will close it and clean and sanitize. They didn't even get off the stool. They were to busy playing on there lap tops. When trying to send a review I was told we put nothing negative on our websites. And to top it off they charged my credit card for my pet stay after I signed the paper telling, NO it was not ok.

    Sheila Fox
    ganghee@aol.com
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