My Nonprofit Reviews

I booked in March 2023 for 4 nights at a hotel in London through Hotels.com and later was informed that the hotel is no longer to honor my booking due to permanent closing.

Hotels.com gave me three options of hotels to choose and I picked one and let them book for me the new hotel.

In may Hotels.com emailed me and said" since your reservation is a hotel collect payment, we need to charge you with you original amount, about ~1038$, so we can cover the difference to your new hotel". I didn't think much and agreed to pay and she charged my credit card for the money and helped booked the new hotel.

Later next day I realized the hotels.com website is still showing the new hotel is booked and needs to pay at the hotel. I was confused and asked hotels.com to explain how it works like I was charged but they didn't pay the hotel and I will be likely charged twice.

I made multiple calls to hotels.com only to put on hold many times and couldn't get a good answer. Finally, I was instructed by a hotels.com that once I arrives and checked in the hotel, call hotels.com and they will pay the hotel for me.

Tadah, I arrived in London June 29 with my family, dragging my heavy bags, called hotels.com, was put on hold a couple times, spent almost 2 hours speaking at my phone, but the hotels.com just can not pay the hotel for me. Frustrated again, I ended up paying again with my credit card.

During my vacation, I kept sending emails to hotels.com asking for the refund of my hotel payment but received no response. I felt deceived and unjustly treated by the company.

I searched the internet and came across Elliot Advocacy and read a story about the help they provided successfully resolve someone's problem.

I wanted to give a try and filled out a form and wrote to help desk.
Very quickly I received a response from Dwayne Coward on July 25 who suggested me to write a paper trail and which I did on August 4. Dwayne let me know on the same day that they have contacted the company on my behalf.

Very gladly on August 13, I received notification forwarded by Dwayne that the company have decided to refund me the money.

A couple days later, I received notification directly from the company and shortly after they refunded me.
It has been an extraordinary experience and journey for me because I have never encountered such a case like Hotels.com. I was surprised at their repeatedly putting you on hold, every time you call you will be asked to repeat your information, retell the story because the person of the call center changes each time. They are not good at understanding English which get things more frustrating.

It is Elliott Advocacy that helped me out of this frustration and get my money refunded. Elliott Advocacy is so great professionally and respond very quickly . To a helpless consumer like me Elliot Advocacy is like a life saver.
I want more people to know about them and with their help the company like Hotels.com could correct and improve its business practices.