Booking.com - DOESNT TAKE PHONE CALLS - ALSO DOESNT AWKNOLEDGE HAVING ANY PARTNERSHIP WITH SOUTHWEST HOTELS.
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Agree! I have had a err I left experience! I truly wish I saw these posts prior to booking through southwesthotels.com. They lost a loyal customer because I am going to Delta moving forward. Terrible service.
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12-29-2019
09:10 PM
1 Love
Oh my gosh it is terrible! If you call booking.com well first you cant get someone to talk to in person its email only. However, when you email they state that the reservation is directly through southwest. When I explain that booking.com is partnered with southwest. They state that they are not. It is horrifying. Truthfully - I am so disappointment in my recent experience I will be using Delta going forward. It so sad that southwesthotels.com is giving the entire company such a bad name! I had employees at southwesthotels.com LIE TO ME. Oh! And managers don't work on th weekends. How convenient!
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I have had the absolute worst experience in my entire life with southwest home.scom booking site. I booked an ALL INCLUSIVE TRIP months in advance for my family just to be told that the trip is not all inclusive when I specifically paid additional monies to have an all inclusive trip. To make my situation worse I have been constantly lied to during the entire process. I originally spoke with Ray, he then gave me Erick who was a “manager” then was told by Grant that my cancelation was approved and will be processed today....only to call again to have Jalla tell me managers do not work on the weekend and that it may take 3-5 business days for the cancellation to process. I have called 12/27 11:10PM called to get the details on on my all inclusive package was informed that it is not all inclusive - told them that that is what I paid for. 12/27 11:23PM I talked to Ray and Erick “manager” Ray suggested cancellation of the hotel. Ray said he will put in a request for cancellation and will waive the $75 fee through southwest hotels. 12/28 1:35AM called and talked to a girl forgot her name to get an update she said she it is still processing 12/28 8:10AM called and talked to grant asked if there is a manager available he said he will check to see but what can he help me with and told me he received an email from the partner and the hotel process will be refunded fully sometime today or early tomorrow. 12/28 10:28AM called again because I didn’t receive an email stating I will be receiving my refund talked to Jalla and she informed that there is no manager on the weekends and that my refund hasn’t been approved it is still being processed through the booking partner. Someone just called the booking partner an hour prior to when we started our call. She said IF and only IF the cancellation is approved that the standard time for processing is 3-5 business days. My trip is January 3rd. I do not have 3-5 business days. All in all - I decided to call back and ask to disregard the cancellation process. It is my daughters birthday vacation and I am not going to have a party of 8 people to go to Mexico and not be have a possible place to stay. I didn’t want to risk booking a hotel and then have another problem with the cancelation being declined (lack of trust due to multiple lies from customer care team), however, if I keep the reservation it will cost $5040 to get all inclusive. The interesting part is - if I right now generate the same search for the same hotel and the same package on southwest hotels.com I would receive the same points, for the same room with ALL INCLUSIVE. FOR LESS MONEY! Absurd right? I will not recommend southwesthotels.com services to any of my friends and family in the future.
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