Booked room at a dog friendly hotel and made a note on my booking that I had two dogs. A week or so later was contacted by Hotels.com to say the room I had booked was not dog-friendly. Okay, lack of clarity on site then. But after much chat bot and emails to and fro I was left with choice of losing the room or keeping the room but not having the dogs. Hmm. They said they had tried to get the hotel to agree to change my room but to no avail. I then rang the hotel directly... not only did they immediately change my room but they also said they would waiver the charge to do so. Given the ease to alter my booking with the actual hotel, I can't understand why Hotels.com would say that it was impossible. Won't be using them again!
