HotelsOne.com,
Complaint 292539 Details

In attempting to book at the Hampton Inn West, Des Moines IA, for 10/22/13 we inadvertently used the Hotelsone site. Initially, we found the calender "bug" to be off a month (specifying Nov. rather than the usual current month).

We corrected the month back to Oct. and continued with the online booking, only to find that again the bug had reverted to Nov. As a result, the booking was for the right day but the wrong month.

Through another channel, we booked a room elsewhere in Des Moines (our preference, the Hampton Inn, had no availabilities) and then immediately called customer service for Hotelsone, advised them of the wrong reservation and the calendar bug error. They promised us that they would cancel the reservation but that the charge would likely take 30 days to be credited. We then also contacted the Hampton Inn directly and ensured that the reservation was cancelled.

Since then, for the past six weeks have awaited the charge credit to our account, but nothing has appeared. This week (12/10/13) we again contacted Hotelsone by email and requested that they follow up on crediting us the charge. Twice this week we received asssurances that the charge would be credited. Yesterday we received an assurance from "Niyaz" www.ian.com, an Expedia affiliate, as follows:

"Thank you for your response.

"I sincerely apologise for the inconvenience caused.

"I would like to inform you that, I have processed a full refund of $131.45 towards your cancelled reservation at Hampton Inn Des Moines-West which will be credited to the same card used at the time of booking in next 30 days.

"You will receive an email confirming the refund amount in next 24 hours.

"I hope this resolves your query. I thank you for using HotelsOne.com as your preferred travel website and I hope you will continue booking with us.

"Yours sincerely

Niyaz
Customer Care Team HotelsOne.com"

In following up today to determine why the credit had not yet been made, I received the following from a different email URL, "[email protected]" as follows:

"...This is regarding your canceled reservation under itinerary number 133736104.

"We regret to inform you that your reservation is non-refundable and for that reason we were unable to issue a refund.

"Cancellation and Change Policy: Non Refundable
The room type and rate selected are non-refundable. Should you change or cancel this reservation for any reason, your payment will not be refunded.

"Cancellations or changes made after check-in are subject to a hotel fee equal to 100% of the total amount paid for the reservation.

"Thank you for doing business with us.

"Jose Z.
Customer Support Specialist"

So in spite of the past assurances that Hotelsone would honor the refund and take responsibility for their website error, they are now invoking a "policy" of charging us and at the same time not having to pass through any payment to Hampton Inn/Des Moines West.

It should be noted that Hotelsone.com has an F rating with the BBB, and we have found that complaints have already been filed with various state attorneys general offices.