Complaint / review text:
I am a GM/COO of a hotel and I would never use Hotels.com or any third party reservations to book a hotel room with. What you don't know is that Hotels.com actually pulls their rates from our Reservation System. You are not getting a better deal. You're being offered the same rate you would get if you contacted the hotel directly or via their website. The hotel sells these rooms at a wholesale price to Hotels.com; we take a 20% to 30% cut off the actual room rate. The hotel has no involvement with the guest booking these rooms or your payment when you book through Hotels.com. We just provide the room to you.
I would suggest shopping around by using these third party websites then booking directly to the hotel you would like to stay at. When you book the reservation directly through the hotel, we are able to be much more flexible to assisting you better. With a Hotels.com reservation, we are confined to the reservation booked. We cannot change, modify or cancel the reservation.