I had a very nasty experience with hotel.com when booking this hotel in rural TN. I was looking for a Suite of rooms (bedroom and, for privacy, a separate sitting room with a pull out bed. (We were going with another couple, friends but not all that friendly). I paid a premium price for a "King" suite, $159 per night. On arriving, we had a single room, one bed and a pull-out couch on the side. The normal price for this room was $119, with peak rate of $124. (Friends at the same hotel at the same dates negotiated a price of $99 for a room with two proper double beds). When I complained to the manager, she immediately said "I cannot talk to you. There are legal reasons." She meant it--being curt to the point of rudeness, refusing when I asked for something simple--a copy of the bill. When I asked for a better room, there wasn't one of the type I thought I was booking. You must contact your booking agency only. When I tried, I got no response at all. This was blatant price gouging.
This sounds like an almost identical experience to that described in a review by MHammondtree. The hotel itself was otherwise ok and the breakfast was good.
Room Tip: Don't use this booking service. Call the hotel directly.
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This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
13 October 2011
As I was more than happy to discuss with you while you were here at our property we unfortunately had no other rooms available to switch you from the type that you reserved on the 3rd party web site. We have a contractual agreement with these online travel agencies that prohibits us from disclosing rates that are negotiated with these online booking services. If you are dissatisfied with the room type that you reserved through the 3rd party site you will have to contact them concerning any information having to do with the rate you paid them. We are more than happy that you choose to stay with our property and glad that you enjoyed your experience otherwise and hope to see you back here again very soon.
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This response is the subjective opinion of the management representative and not of TripAdvisor LLC