Complaint / review text:
I made a reservation for Essence Hotel in Hanoi, Vietnam. One of the options listed was an airport pickup-very common in Vietnam. I emailed Hotels.com with my flight info for the hotel. I heard nothing back so 4 days later I called Hotels.com. They told me that I'd have to call the hotel in Hanoi. I went to the hotel's website; the airport pickup could be ordered online with a reservation AND it was $15/night cheaper. The Hotels.com rep was rude and recalcitrant-refusing to contact the hotel on my behalf. I had the exact same situation with Expedia; the rep actually called the hotel to confirm by flight arrival (Essence Hotel in Hoi An, Vietnam). Don't waste your time with Hotels.com-ZERO CUSTOMER SERVICE and ARROGANT REPS.