I was forced to make a reservation for PARIS earlier in the day on September 8th through my phone app as your website wasn't loading properly and I could not get anyone on the phone (I'M A GOLD MEMBER and CREDIT CARD HOLDER). When my son arrived at the hotel in PARIS he was told there was no reservation for him. After numerous phone calls, text messages and emails at MIDNIGHT I was finally able to get someone to pick up my call at Hotels.com. After one repressentative talked and talked and talked while I was asking him to quickly help me he then passed me to someone else who talked and talked and talked without a sense of urgency. There was NO REASON FOR ALL THE CHATTING- HE JUST HAD TO CALL THE HOTEL and GET ME A ROOM! All the while my son was pressuring the front desk staff ta the hotel to "find him a room". He was so tired after 11 hours of traveling from a rempte area of Turkey that day!
Finally, your repressntative suggested another hotel- a huge tourist hotel a cab ride away from the reserved hotel. I asked the repressentative to hold while I was talking to my son in Paris. The repressentative hung up. Luckily my son and I sorted the issue out with the clerk at the hotel in Paris and he got a room key. THIS TOOK OVER AN HOUR!!!
Additionally, I booked a VIP hotel for my son. There was no VIP upgrade, welcome gift or perks.
This is not what I expect from Hotels.com Gold Team. There are many other options out there to book a hotel. THIS IS NOT ACCEPTABLE! What is going on