For anyone who is having trouble cancelling or re-booking with Hotels Tonight, call the hotel you are booking DIRECTLY! Details below:First I want to start by saying my original purpose of my call to HotelsTonight was due to user error. I accidentally booked the hotel on the wrong day and called (within 10 minutes of booking) to see what could be done to resolve my error. Upon further observation of my reservation, the hotel I booked was an hour and a half away from my intended destination! Who in their right mind would want a hotel that far away?! As one user mentioned below this happened to him in Englewood, CO. Mine happened in Buena Vista, CO and sent me to Aspen, CO so this may just be a CO thing?Anyways, I called the Customer Support line at HT and explained my situation to Gentleman #1. He said he would call the hotel directly and see if he could push my date out for the following day, the intended booking day. He was very friendly and polite on the phone, which was very helpful in my frantic state. He said he would call me back in 15-30 minutes. After hanging up the phone, this is when I realized the hotel was so far away.So, I called back and spoke with Gentleman #2 to let him know this wasn't even in the right vicinity and I definitely wanted a refund or rebook because this is their error now. Again, he said the same thing. He would call the hotel and see what he could do for me and call me back in 10 minutes. Said man called me back saying I was in luck and the hotel was willing to change my date to a future booking date as long as I called back before midnight. Great! So I thought...Five minutes later, Gentleman #1 called me back saying that the hotel wasn't able to accommodate any refund, cancellation or re-booking. I let him know about my conversation with Gentleman #2 and he said there were no notes logged in their system so he couldn't transfer me to the correct individual to settle things out further. At this point I was getting frustrated receiving two different messages and asked to speak with a Supervisor.Supervisor comes on the line and said my options were to cancel the room with a cancellation fee (which was the price of the hotel room) or he could issue me a $30 coupon. I wasn't looking for any kind of freebie, I really just wanted to find the appropriate person to speak with to change my reservation. He then offered a $40 coupon saying that's the best he could do. I declined all coupon offers having no intention of using them ever again and called the hotel directly. James at the front desk came on the line and immediately recognized my name from HT calling him. He informed me that when Gentleman #2 called him and was EXTREMELY rude and hung up on James! Gentleman #1 told him that if he couldn't submit a refund then I would just have to make it in tonight and to leave the room keys out for me. James said that HT makes a commission on top of the rate the customer pays and HT didn't want to forfeit their commission to make matters right. Now, I am happily now re-booked through the hotel directly in February. I will have to pay an additional $100 due to the prices changing in seasons, but it's much better than being out the original money!
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