The hotel is responsible to inform all third parties be it a Travel Agent or Hotels.Com about the renovations with a Note stating: We regret to inform you that during the period of September 2016-December 2016 our hotel will be undergoing major renovations therefore we cannot accept any reservations until January 2017 unless there is any delays. We're sorry for the inconvenience this may have cause you".

Hotels.com should have deleted it from their list of available hotels including other third parties and they should have all zeroed out the availability for the range of dates as specified by the Inn.

I would contact Hoels. Com and ask for a refund if they refuse try and call the hotel and if the number is disconnected try calling a nearby business to get in touch with a contact at the hotel. If that does not work call your credit card company for a dispute after you have tried to contact the vendor.

Booking via third parties can be tough and this is why I would check out the website soon after getting your Hotels.com confirmation to confirm the hotel exists and is open or is under a major remodel. I would not want to be in your position if I did not have anywhere to go.

If it were me I would have called Hotels.com 24 hour reservation hotline or emergency number at 10 PM to see about relocating you or offering you a refund. Even if my relatives lived in the same town I would not want to bother them past 10 PM. That is why I would call Hotels.com ight then and there.

The way it works is say I own Riverside Inn I have a reservation system and it blocks out Third Party OTA reservations. When I get a fax from Hotels.Com I go into the inventory of the blocked rooms and name the hotel room and enter in all the payment details what was paid to Hotels.Com and what is paid to me. If my hotel will be closed for a remodel I go and zero out the availability and inform my third parties.

There are some systems that book live rooms so therefore if there is no availability on my end their systems would show it to the minute.

Hence as small mom and pop business I would much rather have people book directly through me be it via my website or over the phone. I could offer extra incentives such as complimentary WiFi, Breakfast, 1 Bottle of Wine per night etc. Hotels can pay high fees to be part of the third party OTA"s and small mom and pop hotels can lose money from OTA's.

As a business I would kindly inform my customers to confirm their reservations whether booked via third party or directly for any special requests, anniversaries or birthdays etc and to cancel 72 hours before checkin time to try and sell their room again.


Please keep us informed about their resolution

I'm sorry you had to experience this. Good luck!!!