hotels.com Complaint
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Bad Hotels.com hotel review response policy - Reservation guest review policy
I represent management of a Holiday Inn Express. the location I will not disclose the name as I fear reprisal. recently a anonymous guest posted a complaint about their stay with us. They stated that there was charges on their credit card that should not have been there.
The guest was under the impression the hotel was responsible for the charges and/or billing error and could not understand why the hotel did not fix it for them.
WHAT THE PUBLIC DOES NOT KNOW is that most OTA's like Hotels.com , Expedia or Priceline, in your reservation process charge your credit card, then make the reservation and pay the hotel a stipend of the value of the stay to the hotel. The payment is made from their (hotels.com) separate account. They do not tell the public this. That is why the hotel must send the guest back to Hotels.com, ect. for changes, corrections, adjustments ect.
When our hotel management tried to address the guest review on Hotels.com they (Hotels.com) refused to publish the hotel reply in order to cover up this secret. This is why hotels seldom reply to OTA's guest review: unfair censorship by the OTA's.
I remind the reader of common sense. A bad hotel is a bad hotel. But please remember the vast majority of hotels are good, honest and hard working folks that want you to have the very best stay and service. Do you really think all those commercials on TV that cost millions are paid for FREE? That budget is paid by the traveler out of the profits the OTA's take from the hotels. And they (OTA's) want to keep it that way!
The guest was under the impression the hotel was responsible for the charges and/or billing error and could not understand why the hotel did not fix it for them.
WHAT THE PUBLIC DOES NOT KNOW is that most OTA's like Hotels.com , Expedia or Priceline, in your reservation process charge your credit card, then make the reservation and pay the hotel a stipend of the value of the stay to the hotel. The payment is made from their (hotels.com) separate account. They do not tell the public this. That is why the hotel must send the guest back to Hotels.com, ect. for changes, corrections, adjustments ect.
When our hotel management tried to address the guest review on Hotels.com they (Hotels.com) refused to publish the hotel reply in order to cover up this secret. This is why hotels seldom reply to OTA's guest review: unfair censorship by the OTA's.
I remind the reader of common sense. A bad hotel is a bad hotel. But please remember the vast majority of hotels are good, honest and hard working folks that want you to have the very best stay and service. Do you really think all those commercials on TV that cost millions are paid for FREE? That budget is paid by the traveler out of the profits the OTA's take from the hotels. And they (OTA's) want to keep it that way!
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Review Rating: 2 out of 5
Reviewed By: UpsetManager
Company: hotels.com
Product: Reservation guest review policy
Date Added: 9 years ago
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