I had a one night stay at the Hollywood Beach Rooms & Suites planned, booked and paid for on hotels.com.
Upon arrival at the hotel around 9:30pm the front desk advised that there would be an additional "hotel fee" I had to pay before check in.
I explained that there was no additional fee disclosed at any point prior and I would not be paying it.
Hotels.com displays the total price including all taxes and fees upfront and specifies what is "Due Today" and what is "Due At Property" several times during the booking process. The only thing due at property for this booking was an authorization hold for incidentals.
The additional fee the front desk demanded:
-was not disclosed during the booking process
-was not shown on my booking confirmation
-was not shown on my booking confirmation email from hotels.com
-was not shown on the "fees and details" page
-was not shown on my check in email from _the hotel itself_
-was not shown on my paid in full receipt
I showed all of this to the front desk person, who indicated that the manager had been contacted and said if I didn't pay the additional fee I couldn't check in.
If there was in fact some fee that hotels.com should have charged and didn't, that's between the hotel and the vendor, not me as the customer.
Instead of doing the right thing for the paying customer standing in front of them, they chose to leave me without the room I paid for, without a refund, and without so much as an apology.
Buyer beware.