The article discusses a case where Steve Eliason booked a hotel through Hotels.com, only to find out the hotel was closed due to the owner's labor. Despite the hotel notifying him that his reservation wasn't guaranteed and he shouldn't have been charged, Eliason's credit card was charged. Hotels.com failed to assist him in getting a refund, leaving Eliason feeling scammed. The advocate highlights that it is standard practice for booking sites to either facilitate alternative accommodations or issue refunds when hotels cannot honor bookings, emphasizing the need for accountability in the industry.
The hotel should have honored your booking and if it couldn't, Hotels.com should have refunded your $169. When a hotel can't honor a reservation, the booking site is obligated to find you comparable accommodations or to return your money.
In this situation, you did everything right by trying to contact the property and Hotels.com. You also kept a detailed paper trail of all correspondence, including emails and phone call records.
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