What a bad experience..I will never use this website to book my hotel again.
I am in LA this week on training. Booked my hotel room via Hotels.com. The operator assisted call ( had a lot of questions on the Internet access etc.) was very sweet. I was asked about the floor I wanted to choose, smoking preference and a few other preferences before my room was confirmed. I was even told that I will get a room with a desk !!
I landed at the hotel yesterday evening and found out that all non-smoking rooms were gone. I showed my reservation to the hotel staff. They showed their confirmation..and it said 'SMOKING' while mine said 'NON SMOKING'. I was frustrated. I was too tired and decided to move to the room and then call Hotels.com.
I called them and to my shock and surprise they told me to 'Read the fine print' on the reservation. They added that only the room is guaranteed...not the preferences. I checked the fine print..didn't see anything about all this !
What a shame, HOTELS.COM. I will never again use your website. I am also going to write to BBB about this.
I am glad I don't have my kids/wife along, in a smoking room!!