Don't Trust Hotel Reservations via Hotels.com
I had booked a room at the Hyatt Regency Monterey Resort & Spa on Del Monte Golf Course through hotels.com. When I arrived at the Hyatt Regency on Saturday evening I was told they did not have a room available. So, at no fault of my own, I found myself in Monterey, CA on Saturday evening of Memorial day weekend with no accommodations. I had booked my hotel in advance and had been charged by hotel.com.
The solution offered by hotels.com was unacceptable to me. I booked at Hyatt Regency Monterey Resort & Spa on Del Monte Golf Course a 3.5 star rated hotel (according to hotels.com). This hotel is situated on a beautiful golf course and offers many amenities and has a high guest rating as well. After researching, I selected this hotel based on the high guest rating and the promotional rate offered by hotels.com.The Hyatt Regency took no accountability and suggested only that I contact who I booked it with. Thus, I spent the next hour on the phone with hotels.com.
I was told the manger of hotels.com was communicating with the manager at the Hyatt but that there where no available rooms. The hotels.com operator offered to book me another hotel and started listing off 2 star hotels such as Super 8, Howard Johnson, Days Inn, etc... I found this unacceptable. I would expect to receive a hotel on par with that of which I booked. None of the hotels listed offered the amenities or had the rating of the one I booked. I told this to the operator and she merely said these where the closest and she couldn't see the Hyatt's rating as there were no room available. I found this absurd, I just went there and without entering dates I easily found the rating. They where offering hotels that where the same price or less as they didn't want to cover any price difference for a hotel on par with the Hyatt on the Memorial day weekend.
No other solution was offered by the operator expect that I could go find myself a hotel and get a full refund. As it was nearing 6:30pm and I was suppose to meet my family at 7. I took the refund. I had no opportunity to relax and clean up before dinner after driving all day. After dinner, I had to drive to hotel to hotel until I could find one that had vacancy. I got the last room at another motel which was not on par with the Hyatt Regency.
Thus at the fault of hotels.com and Hyatt Regency my Memorial day weekend getaway did not turn out as it should have.
I question the process of hotels.com if I can receive confirmation and be charged and not have a room! Hotels.com is trusting a sent fax as fact that I have a room booked. They seem to be naively trusting that the faxes was received and processed and that a room was waiting for me. Shouldn't there be a response expected from the hotel before confirming and charging me. Based on this experience I can no longer trust any room I reserve with hotels.com. I also question why the Hyatt Regency didn't seem to "find" this fax until May 13th when it was supposedly sent on the 2nd. And why they didn't according to hotels.com tell them that there was none available. It seems they decided not to honor the rate for this busy weekend and choose to ignore it.
The solution offered by hotels.com was unacceptable to me. I booked at Hyatt Regency Monterey Resort & Spa on Del Monte Golf Course a 3.5 star rated hotel (according to hotels.com). This hotel is situated on a beautiful golf course and offers many amenities and has a high guest rating as well. After researching, I selected this hotel based on the high guest rating and the promotional rate offered by hotels.com.The Hyatt Regency took no accountability and suggested only that I contact who I booked it with. Thus, I spent the next hour on the phone with hotels.com.
I was told the manger of hotels.com was communicating with the manager at the Hyatt but that there where no available rooms. The hotels.com operator offered to book me another hotel and started listing off 2 star hotels such as Super 8, Howard Johnson, Days Inn, etc... I found this unacceptable. I would expect to receive a hotel on par with that of which I booked. None of the hotels listed offered the amenities or had the rating of the one I booked. I told this to the operator and she merely said these where the closest and she couldn't see the Hyatt's rating as there were no room available. I found this absurd, I just went there and without entering dates I easily found the rating. They where offering hotels that where the same price or less as they didn't want to cover any price difference for a hotel on par with the Hyatt on the Memorial day weekend.
No other solution was offered by the operator expect that I could go find myself a hotel and get a full refund. As it was nearing 6:30pm and I was suppose to meet my family at 7. I took the refund. I had no opportunity to relax and clean up before dinner after driving all day. After dinner, I had to drive to hotel to hotel until I could find one that had vacancy. I got the last room at another motel which was not on par with the Hyatt Regency.
Thus at the fault of hotels.com and Hyatt Regency my Memorial day weekend getaway did not turn out as it should have.
I question the process of hotels.com if I can receive confirmation and be charged and not have a room! Hotels.com is trusting a sent fax as fact that I have a room booked. They seem to be naively trusting that the faxes was received and processed and that a room was waiting for me. Shouldn't there be a response expected from the hotel before confirming and charging me. Based on this experience I can no longer trust any room I reserve with hotels.com. I also question why the Hyatt Regency didn't seem to "find" this fax until May 13th when it was supposedly sent on the 2nd. And why they didn't according to hotels.com tell them that there was none available. It seems they decided not to honor the rate for this busy weekend and choose to ignore it.

