Flag Hotels.com Customer Service Review

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Hello,
Once again we are left hanging out to dry because we trusted Hotels.com hotel ratings, on this last business trip to Chicago we booked at the Lxg Midway Airport hotel, WHAT A MISTAKE! First, your rating of 8.6 must be from when this was a nice property and not the current, run-down, under construction, unsafe, garbage of a location, and in a bad run down area! We understand that due to Covid-19 many properties have cut back on their services, but not allowing you to use an ice machine is crazy, so we went out to buy ice, but the main reason for contacting you is the property has no internet, not just slow, none! We need the internet to do our business, make appointments, fill out service orders, finish programming the day's security systems, etc. We contacted Luis at the front desk and asked to reset his server when this didn't work (not sure if he did try) we explained how we must have internet service to do our business and would need a refund so we could check out and move to a hotel where they have internet, once again, Luis couldn't help us, so we went down to the lobby to use the computer there and long and behold even that unit on the ethernet had no internet. We tried other properties in the area only to find that they cost more than our budget allowed, so being stuck at Lxg it cost us hundreds of dollars in lost business, not counting the money lost for this stay and the rental car usage and we couldn't do half of our calls, program the days work, etc. Something needs to be done, we're not sure what legal action we can take and should it be against Hotels.com, Expedia Group for false advertising, or Lxg Midway for a total misrepresentation of their property, we just know travelers should night have to go through nightmares such as this, Oh, to make things worse, with no working internet and Illinois not allowing dine in there was no way to look up a menu and place a food order online and once again Luis at the front desk could not help! And being such a bad area with no restaurants within walking distance (most of the buildings are abanded or shut down) we once again had to drive out looking for something to eat and felt very unsafe doing so! We don't understand, after trusting your reviews before making our choice in properties can this one be so far out of the ballpark? Please advise what we need to do in order to recover our losses due to this properties total failure to provide the basic services needed to conduct business. We later found out that they are shopping for a new internet provider or they just didn't pay their bill, either way, we should have been informed at check-in that there was no internet so we could of at that time drove further out to a nicer area and found a property that would fit our needs and budget, but nothing was explained to us.
Thank you, Rich Miller


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