Last week I tried using hotels.com for the first time to book our trip to Disneyland with my sister and her husband. I wanted to find a reasonable hotel nearby where we all could stay and not break the bank. Initially I selected a Motel 6 (because I'm classy), but then I upgraded to a different hotel that offered not only breakfast, but a hot tub! WIN, right?
Unfortunately, when we went to use it, the hot tub was GREEN. When I complained at the front desk, they said there was nothing they could do and I'd have to take it up with hotels.com. When I went to hotels.com, they said I had to go to the hotel. Frustrating!
Now, my husband raves about hotels.com, so I was really disappointed that my first experience with them was turning into a disaster. I tweeted my disappointment and to my surprise and delight, they tweeted back, followed me, and sent my information to customer service (one who actually helped this time). They said it would take 48 hours, but I heard back within an hour and was blown away by the results! Great job, hotels.com! They resolved my concerns and made sure I'd want to do business with them again. Nicely done. I'll let my husband know he can restore your app back to his iPhone now (since I made him delete it).
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