Complaint / review text:
I booked a room at the Harvard Square Hotel. When I got to the hotel, I discovered that my room, my sheets, my towels and the entire hotel was strongly scented. This is a major problem for me. I am disabled. I have asthma and serious life-threatening allergies to perfumes and scents. The hotel refused to do anything about this. Since I booked the room through Hotels.com, I had to go through them to change the booking and find another hotel.
Hotels.com found me another place to stay, and it was across the street. What I did not discover until the next day, was that Hotels.com charged me over $1000 a night for this alternative hotel. When I called to complain, they said they could give me a 10 percent discount; otherwise, their hands were tied. They said I should talk to the hotel manager.
I talked to the hotel manager on the other hotel (Charles Hotel), and the hotel manager said she could do nothing, since I'd booked the room through Hotels.com. It was a "confidential rate", and that they could do nothing for me. I am now stuck in this overpriced and expensive room. Yes, it is scent free. So, I am not getting an asthma attack, but I am paying over $1000 a night. I don't know what to do about this. I cannot afford this fee, and I will dispute it when I get my credit card bill. Beyond that, I don't know what I can do. I would love any help or suggestions.