4/10 Poor
Matt
Business traveller, Travelled with group
22 Jun 2025
Liked: Cleanliness, staff & service, property conditions & facilities, room comfort
Yesterday, we were trying to make a reservation in the Tri-Cities of Washington State. Instead we got a reservation for the Tri-Cities in Tennessee! Both places have a Sleep Inn! The woman at the front desk at the Sleep Inn at Pasco, WA, said this has happened several times before! We tried to switch the two hotels and we could not. We called the other Sleep Inn in Tennessee and they said because it was a 3rd Party (Hotels.com) they could not help us! We told them to let someone have the room if they needed it!
I've used Hotels.com App off and on for many years. This was an honest mistake. We are very disappointed that none of the assistance programs worked and the help line was unhelpful as well. It is clear you're only interested in the money. We will not be using your app again and we will be encouraging others not to use your app as well. Perhaps that won't matter except it will matter to us!
This is by no means a poor reflection on either of the Sleep Inns!! Both Sleep Inns were very caring and wanted to help us. This is a poor reflection for Hotels.com!
Matt
Stayed 1 night in Jun 2025