Hotels.com is making a huge change — they used to compete on price, but now it’s about service.
I used to book rooms through them to save money. Now I do it because they saved my butt (several times):
- One time our entire staff was booted from an overbooked hotel the night before our big conference. The hotel chain didn’t care. Hotels.com rebooked us at a better place around the corner.
- On a family vacation, a resort told us that the suite we booked was no longer available — but that it would mysteriously open up again for just $200 extra. Hotels.com got us a refund in 5 minutes.
Lesson: Low prices get the customers once. Wowing them keeps them for life.
P.S. Thank you, Beth Young!