I made a reservation through Hotels.com in J-Hotel juangzhou china 7 months before my check-in date, I sent emails and phoned customer service twice few days before my arrival just to make sure my booking is confirmed and no trouble when I check-in. I was assured that everything will be OK. when I arrived the hotel staff refused to check me in and said price has been changed because of canton fair and the hotel is fully booked!!! I called hotels.com customer service to resolve the problem and ask for a call back, they called and kept me waiting then the line hanged up on me, i called again until my mobile credit vanished. I have no choice but to find another alternative and solve the issue by myself. Hours later and after I made my arrangement I started to receive calls from hotels.com which was too late, ask for my money back after they kept it for 7 months for nothing. I was coming from 10 hours flights in a country do not speak other than chinese, tired,stressed thinking that my reservation with hotel.com that i paid for 7 months ago and called twice to confirm and sent emails is OK. It was a big disappointment and returning my money was not enough ecpesially when my bank take a commission when I made a booking and another comission when hotels.com cancelled it, not to mention limited choices and high price I paid because of late booking.
I felt that I have been ignored by Hotels.com, contacted them and received no respond nor apology.
So, if you can afford lose of time, money use this website to make your hotel booking and make sure to be ready with plan-B.
P. S. J-hotel is still listed in Hotels.com with good rating, I did not have a chance to rate it, not fair !
case # 4879601
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