After hotels.com boned me, I've soured on the very notion of online bookings, price comparison sites for travel stuff, trusting ratings.
Caveat emptor (aka Freedom Markets™) is bad for business because it increases transaction costs (friction).
Reforms like consumer protection regulations are championed by businesses trying to make an honest buck once they get tired of the cheaters ruining the market for all the players.
Can you describe what happened with hotels.com? I've been using them exclusively because my travel is so random and it's just easier to have all the hotel bookings in one place. But it does make me uncomfortable that I'm getting taken advantage of in one way or another. Thx in advance.
First incident: Reservation at great place in Key West. Flew into Miami, drove to Key West, arrive late at night, no reservation. Never heard of us. Scramble find a room. Later, struggle to get our refund.
Resolve to never again use hotels.com
Second incident: Find Kalaloch Lodge resort online. Call them directly. Nice chit chat about peninsula, rain forests, etc. Drove to resort. Arrive, no reservation.
Turns out hotels.com and their affiliates buy up domain names, do SEO, and pretend to be the owner / operator of independent resorts.
aka cybersquatting. I call it fraud, theft, malfeasance.
The owners we spoke to said it happens all the time, they're super frustrated, don't know how to fight back.
Best as I can tell, Freedom Markets™ (caveat emptor) has become increasingly the norm. For everything. It's exhausting.
Thanks for the detail. For either of those incidents, did they seem to have a low number of reviews? I can't think of what else might telegraph that kind of problem, which surely is a hassle, especially if it's precious vacation time.
When I've traveled with my family, I'll sometimes call or email the hotel directly to confirm. As a group we are not as resilient as I am solo. We've not had a reservation go missing, but we have had rooms with no extra bed, which is almost as bad.
Where we have had those kinds of problems more often is using airline miles for rooms. The only solution there is to book a suite or something else special, then they are more likely to make sure it happens.
I use them almost exclusively as well, but with a caveat: before booking, I always check the hotel's site for better pricing or bonuses you get for booking directly.
Yes, some of the practices are a bit annoying - I get multiple emails a week with their "10% off codes" that aren't valid for the majority of hotels on the site. But since I'm not worried about staying with any specific hotel chain, their stay 10 nights get one free (really it's often more 'get a steep discount on a night') ends up being worth it for me.
And the one time I wanted to cancel a reservation - I was told by someone staying at the hotel at the last minute that it was a dump - Hotels.com got it canceled for me and got the cancellation fee waived, which I wasn't expecting, but definitely appreciated. Of course, then I went ahead and booked a different hotel through them, so they got my business regardless.
After hotels.com boned me, I've soured on the very notion of online bookings, price comparison sites for travel stuff, trusting ratings.
Caveat emptor (aka Freedom Markets™) is bad for business because it increases transaction costs (friction).
Reforms like consumer protection regulations are championed by businesses trying to make an honest buck once they get tired of the cheaters ruining the market for all the players.