Booking Universal Hotel through Hotels.com, Disappointed

[Portugal1000]

I just wanted to let other people know my experience of booking my Universal hotel through www.hotels.com. I booked Royal Pacific for 1 night in July. They showed the same rate as Universal website but I chose to book through them as there was 8% cashback on offer through Quidco. So they rate I was given was $289 a night per room for 2 rooms, total 4 adults and 3 children. The website clearly stated that I would not be charged until checkout which was handy as booking 1 room for my brothers family so we would then be able to pay separately. So today I got my Amex statement and I had been charged $381 and $353 for the 2 rooms. Definitely not $289 plus tax. Called Hotels.com who didn't really know what had happened and said I had to call Universal hotels directly, not great customer service. Anyway, I sent an email instead and have to say that Universal got back to me just after 7am their time this morning. Turns out when they received the booking it said thre were 7 adults instead of 4 so thats why the charge was higher. They were surprised that hotels.com didn't state clearly that the first night would be charged immediately. I am ok with this really but just wasn't expecting the charge on my card. Luckily I have the money to pay it straight away. So just wanted to make other aware as I know alot of people do book one night only to take advantage of express pass.

 

[wayneg]

I used them for our first night here on Monday, Miami airport hotel.
I went via Topcashback as they had a code on their site as well as cashback, they said I would not be paid until after our stay, just logged in and its been declined. I will claim when I get home but doubt I will get it, won't use them again.

 

[wilma-bride]

Sorry for your experience OP, however I just wanted to present the other side of the coin, so to speak. I used Hotels.com (through Quidco) to book our hotel in Las Vegas in January. Like Wayne, I was told the cashback wouldn't be paid till the stay was completed. We stayed from 19th-23rd March and my cashback was confirmed on Wednesday last week

 

[StarWarsJez]

I've always found Hotels.com more expensive than booking directly with the hotel itself - certainly as far as Universal hotels are concerned.

 

[rpbert1]

I agree with above poster $289 + tax is hotel direct booking prices, and i could see them dropping by $20 or $40 now easter is over, if you go by the last lot of years
i would always book direct, then when rates drop just change to the cheaper one.

 

[Portugal1000]

I am beginning to wish I just booked through Universal Directly. I wouldn't be surprised if we don't get the cash back. I will keep an eye out for cheaper rate and hopefully cancel and rebook. We paid about £30 a night less than this last year but were at Hard Rock which is more expensive so hopefully price will come down.

 

[Portugal1000]

When I originally made my booking, it didn't work. I got an email from hotels.com to say that there had been a problem with the booking and I needed to rebook so I did. I thought it might be an issue with my card even though I pay it in full every month so I booked on my other card. Just got statement today and they have charged me on that card too. Honestly wanted to cry. I know I should have checked online statement before now so kicking myself a bit. Anyway sent another email off to Universal and hopefully they will come back to me. Problem is my card paid by DD for full amount every month so this money will get taken too. Still haven't had a credit from Universal for the overcharge for the other booking.
Never booking with hotels.com again.

 

[fizz13]

it sounds like you've had an awful time with hotels.com, I'm so sorry. I have their app on my phone and play about with their rates a lot, sometimes they seem to have some fab savings, will approach with caution! I hope you manage to recoup some money

 

[Portugal1000]

I called hotels.com and twice they put the phone down as the person I was talking to obviously couldn't face dealing with it. Eventually got through to a supervisor who was of no help atall and blamed it all on Universal! Really wish I had just booked direct with Universal now. Only did through hotels.com to get the quidco cashback which probably won't even be paid!
On hold with Universal now who are much more helpful.

 

[rpbert1]

can you not put a query in with your CC providers, and rebook with Universal, i know their rates have apparently come down

 

[Portugal1000]

I finally spoke directly with Lowes who were very helpful and refunded all the overcharges. Said I should see them on my card within 5 days. Hope she is right because not sure I can face having to explain it all again.

Rates are still the same for my dates but will keep an eye open just in case.

 

[wayneg]

Annoys me having to deal direct with any mistakes, you booked with the agent, they should sort it out even if it was the hotel making the error.

I booked in Sept last year, stayed 1st Apr, now claimed with an estimated 3 months to resolve. Could be 10 months from booking to getting cashback, if I even get it.

 

[wayneg]

Just doing a search for some of our dates August(11th-18th), RPR is coming up at £86 less 11.11% Topcashback = £77/nt.
Cheaper because of the 7 nights but might be worth checking your date.

 

[Portugal1000]

Thanks. Who is that booking through?
We are only staying one night on 25th July. we want to do Universal at beginning of holiday this year as did it at end last year and were exhausted. As only there 2 days we will really go for it while we have the express pass. also my families first visit so they will want to see everything.

 

[wayneg]

Thanks. Who is that booking through?
We are only staying one night on 25th July. we want to do Universal at beginning of holiday this year as did it at end last year and were exhausted. As only there 2 days we will really go for it while we have the express pass. also my families first visit so they will want to see everything.

Doh!!! helps if I put some info. I was searching on Trivago, came up chepest on Thomas Cook.
Searched your date £180 less 11.11% = £160

Looks like rates drop after 4 nights and then even more after 7 nights.

 

[Portugal1000]

Doh!!! helps if I put some info. I was searching on Trivago, came up chepest on Thomas Cook.
Searched your date £180 less 11.11% = £160

Looks like rates drop after 4 nights and then even more after 7 nights.

Thanks. the rate I get is £191(2 adults 1 child, so this changes the price) less 11.11% cashback = £170. I have paid £196 at the moment and I would cancel and rebook. Only problem is when I try to book 2 rooms, it says they are not available, so maybe only 1 room left at this price.
Will keep looking as hope price will come down, so much more expensive than last year.