Hotels.com Reservation Denied by Hotel, Unable to Reach Customer Service

On September 4, 2023, my wife and I booked a 2-person reservation at Summer Rose Hotel through Hotels.com. Upon arriving at the hotel, despite the reservation and payment being confirmed, we were informed that the reserved rate was not valid, and we couldn't stay at that price. While waiting in the lobby, we contacted Hotels.com (another group was facing the same issue from a different company).

While my wife was discussing the matter with Hotels.com, a lady in the lobby handed us a phone, claiming to be the manager, and insisted on negotiating the price as if I hadn't paid. When I pointed out their mistakes, he adopted a hostile tone and threatened, ""If there was only 1 room left, I would give it to someone else. Leave the lobby and don't disturb the guests, or I'll be there in 10 minutes,"" even though we weren't causing any disturbance—our focus was solely on resolving the issue with Hotels.com, as recorded by the cameras.

Upon mentioning a complaint, he asserted having lawyers and dealing with complaints every day, insinuating I could proceed however I wanted. Hotels.com acknowledged the hotel's error and arranged accommodation elsewhere. In summary, this hotel manipulates rates for different booking platforms, prioritizing those who pay more. It's an unprofessional and unfair practice, causing distress. I wouldn't recommend this hotel. While I appreciate Hotels.com finding an alternative, the first day of my vacation was marred by this unpleasant incident. I expect a resolution regarding this hotel.