woman from Phoenix says travel website lost her ‘guaranteed’ hotel reservation | 3 on your side



PHOENIX (3TV / CBS 5) – Kim Golis has plenty of photos from the annual family vacation to Coronado Island.

“This is my granddaughter Kaitlin. She only has one,†Golis said, showing 3 photos from the On Your Side family vacation. Coronado Island, she says, is a place they love to go every summer. “First of all, it’s Coronado, and it’s June. So getting out of Arizona in June to Coronado is a fabulous treat.â€

Last June, Golis says she and her husband booked a timeshare on Coronado Island. However, she booked a hotel room for her adult daughter and her family using Hotels.com. After all, Golis says she’s been using the travel website for years.

“And you’ve always been lucky with Hotels.com? “3 Gary Harper of On Your Side asked.” Yes, “she replied.” I’ve never had a problem. “

After booking a room, Hotels.com sent Golis a confirmation email stating that her reservation was guaranteed and that she could pay the $ 510 bill on arrival. But when her daughter and family arrived at the hotel, the unexpected happened.

“So what happens when your daughter arrives at the hotel?” Harper asked. “Well, they got there, and the hotel said they didn’t have a room. They didn’t have a reservation,†she said. “But is it guaranteed?” Harper asked. “Law!”

Too bad for this guarantee. Golis says she immediately called Hotels.com, but there was a 3 hour wait for the next rep. Tired and stressed, Golis looked around and found only one hotel on Coronado Island that would rent a room for three days at the last minute. And the price was $ 1,415, more than triple the amount of his other reservation.

“They (the family) needed a place to stay. So I said we would, and I’m going to take it with Hotels.com when we get back, â€Golis explained.

Golis says she has been contacted Hotels.com on several occasions in order to be compensated for the difference she had to pay in the price of the rooms, that is to say a little less than a thousand dollars. But it cannot make anyone listen to the site. So she reached out to 3 On Your Side for help, and we got hold of Hotels.com, who is currently investigating the problem for us. Golis says she hopes to be reimbursed because the whole ordeal is just a bad memory.

“At the very least, I would like the difference between the two reservations, which is around $ 900 owed to me,†Golis said.

Again, Hotels.com said they are investigating the matter at our request. Once they have made a decision, I will let you know in a follow-up report.

Copyright 2021 KPHO / KTVK (KPHO Broadcasting Corporation). All rights reserved.


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