I ordered my room through the Hotels.com app, after calling the hotel for availability. I was traveling from out of state and was passing thru. My husband and I could no longer stay awake and needed a room. Every other Hotel was sold out. So the time I found somewhere with an open room, I rushed over.
I drove another 30 mins out of my way, then explained to the front desk that I wanted to reserve the room through my app to get the points. Which they said was fine. I didnt insure the stay bc i knew I was keeping the reservation, i was at the hotel already.
Once i paid, the desk clerk explained they could bot let me check in bc it was too early in the morning. Duh! We were passing through. Meaning would be gone by check out in the morning, not the following day!
After trying to explain the situation and requesting a refund. I was told this is why you dont use third party apps to book hotels. I have never had a bad experience and have book several trips. I also don't believe its the third-party app that is responsible. However, since they are the ones that are responsible for the refund, i have to give this a very negative rating. Things are expensive and I am not rich. Losing the $$ for the room that I was told I could not check into took from the vacation money we set aside.