Disgraceful and subpar service from the Hotel.com team.
I am a first-time user of Hotel.com attracted by the BOC cheers card discount. After booking, I have been told that the discount can only be applied IF the booking is made via the app, which mine wasn’t. The only way to apply the discount is for the hotel to cancel the booking and I re-book on my end. The Hotel.com team self-imposed a 48 hour turnaround time twice, over the course of 4 days.
Due to personal reasons my personal trip has been delayed for one month, I have also immediately reached out to the team for booking updates.
There is supposed to be an easy solve. Cancel the booking and I rebook on my end with the updated dates, and apply the discount. However, my request was denied and no refund was provided.
The lack of transparency and the low turnaround time on this platform is unacceptable and below standard when compared to other booking platforms. Not recommended.