Has anyone else had issues using Hotels.com and W Hotels?
My partner and I booked a room for a number of nights at the W hotel in NYC only to find out a few days before our trip that the hotel had been sold and was now trading as the Maxwell. When we called Hotels.com to explain that we only wanted to stay at a W Hotel, Hotels.com responded with -
"Thank you for your patience regarding your cancellation request. I regret to inform you that the hotel will not be able to cancel this booking without penalty as per the policy. In accordance to the hotel's policy, a full penalty will be charged. Rest assured, we have exerted all our effort to seek waiver but unfortunately we are unsuccessful this time. We apologize for any inconvenience caused to you.
Once again, thank you for choosing to do business with us. If you need further assistance, please call our customer care."
Has anyone else had issues like this with Hotels.com? It seems very unfair to sell hotels for one hotel group (the W Hotel) and then switch the hotel to a totally different operator without offering guests the option to cancel. We have never heard of the Maxwell and only made a booking because we wanted to stay at a W Hotel and we certainly didn't want to stay anywhere other than a W Hotel!Edited: 06 August 2018, 11:05