2/10 Mediocre
11 de enero de 2026
Dear Hotels.com Customer Relations Team,
I am writing to formally complain about a serious failure by Hotels.com that resulted in a distressing and unacceptable experience during my stay in New York City.
I booked two rooms at Paramount Times Square – A Generator Hotel for the night of January 10–11, 2026:
- Reservation 72066325499578 – PAID IN FULL: Room for 3 adults and 2 children, with three individual beds
- Reservation 72063989388359 – Pay at property: Room for 2 adults, queen bed
When I arrived at the hotel at approximately 6:30 PM, the situation immediately deteriorated. The hotel staff informed me that only one reservation appeared in their system and that the second reservation—despite being confirmed by Hotels.com—was never transmitted to the hotel.
What followed was completely unacceptable:
- Despite my paid reservation, the hotel did not provide the room I booked
- Instead, my family was placed in a significantly smaller room with only two bunk beds, clearly inadequate for 3 adults and 2 children
- I was told I would receive a “discount,” which in reality was merely an adjustment for a downgraded room, not a compensation
- My family was extremely uncomfortable, and the situation caused unnecessary stress
- I waited over one hour for a resolution
-There is more about health and conditions of the room… no more characters left… I did not receive the service I paid for. Anything short of a full refund and compensation would be unacceptable.
Marcos
Marcos, viaje de 1 noche
Opinión verificada de un huésped de Hoteles.com
