Bad Customer Service

Hotels.com SUCKS and is DISHONEST. I called Hotels.com Customer Care one week in advance to advise I am extremely sick and cannot travel, henceforth I have to cancel my reservation. The stupid, inept Rep put me on hold for 10 minutes, came back and advised that the Manager of the actual hotel was busy and couldn't talk to him at this time, so I'd have to call back and try to cancel again. Excuse me? I was so sick, I thought it was weird but said Ok.

At night, it hit me, this is absurd. I called the hotel directly and said what are my options here, you already charged my card but here's why I have to cancel. The hotel advised that the Hotels.com Rep called and spoke to her yesterday and she said it was fine to cancel, she just needed to know why the customer (me) is cancelling. Hotels.com said, "I dunno" and then got back on the phone and told me.........the manager is busy, you have to call back. WHAT??

I called back today and was on hold for 42 minutes, speaking to 3 Hotels.com Reps and then held for the Manager. I wanted to let them know that it is NOT Ok to lie, outright LIE to customers. They were so sooooooooooooooooooo RUDE and dumb as a box of rocks. They were UNPROFESSIONAL and did not care about my situation, in fact they TAUNTED me. They had a sarcastic tone of voice and mocked my voice how I was talking. Wow, I didn't know that bronchitis and a sinus infection was that entertaining. That's Ok, because what goes around ~ comes around, and their day WILL come.

DO NOT USE HOTELS.COM - EVER.

sure, you could save some money, maybe $50 - so what? Is Customer Service, ahem, excellent customer service worth something to you? It is to me, so I WILL NEVER EVER NEVER EVER USE HOTELS.COM.