Horrific! – Hotels.com: Travel Booking Review

I used Hotels.com to book a hotel in St. Thomas. The pix and description of the place were completely misleading. Room was horrible and I sought a refund and a booking at Marriott. Hotels.com gave me all kinds of grief and asked me for a three day penalty for cancellation. They said it was the hotel's policy. So, I went directly to the manager who told me that there was no such policy and was nice enough to call Hotels.com with us. They kept us waiting, had to endure through several layers of supervisors (all Indian with thick accents) and after an hour they finally acceded to the request. The upshot was that the rate the hotel charged was actually LOWER than the Hotels.com charge. I asked the supervisor what the rate was for the Marriott. The rate Hotels.com quoted was significantly higher than Marriott's own rate when I reserved with them directly. DO NOT USE HOTELS.COM!
Review by Mrburris on Hotels.com: Travel Booking.