Please avoid hotels.com!!
 

Hello, I have a 14 year old daughter in Quito Ecuador on a mission trip. I wanted to call her and the paper with the phone number from the mission company she is with had gotten smeared. I have a photocopy of the paper at work but I was at home. I looked on the internet and found the web site for the hotel but there was no phone number listed. I looked on a couple other web sites and found the hotel but no phone number. I did see where hotels.com books this hotel and I have used hotels.com before so I called them and explained the situation. They refused to give me the number because we did not make this booking with them. I explained to them that it was a mission trip and the mission company handled everything, we did not book through someone else. They still refused. I am truely appaled that this company had zero compassion for a mother with a daughter in a foreign country.
I then called Orbitz and they immediately gave me the phone number and even explained about dialing from the US (I knew this but I thought this was extremely great customer service!)
It is now my mission to get people not to use hotels.com
I truely can't believe that a company would be so uncaring.
Thanks for listening to this Mom.
April

Doesn't sound like a very smart PR move on their part. I'm glad you were finally able to get the number. I can only imagine how frustrating that situation must have been.

Sorry to hear you had such a hard time.

Phone: 593-2-254-4600

Wow!! I got faster response on here than I could dial the phone. I should have just asked here first!
Yes it was frustrating but I got to talk to her and she is great.
Thanks Fodorites!! You are always the best!!
April

How awefull!
I have used hotels.com before but in general I find they are more expensive anyway. Thanks for the heads-up about their terrible customer service. I guess they were afraid you were calling the hotel to make a direct reservation and they might not get to rip you off. This is the kind of thing people need to file in the back of their minds and never use them again!
Glad you got to speak to your daughter. I know you are proud of her.
AlishaW

AprilA or AlishaW, whoever you are.

I can empathize with your situation but it really isn't fair to condem a company you didn't use and please don't make up screen names just to agree with yourself.

April, I posted the number above after finding it in about 30 seconds using Google. It just doesn't make sense to call a reservation company and ask them to give you information that's counter to their interests. Google naturally yielded several review sites, that would include the number and I clicked on one of them.

Anonymous - How did you know which hotel she was looking for??

I am AprilA and it is the only name I have on here and I think you could click on my name and see I an not a trouble maker.
To Anonymous, I guess I was just a little panicky trying to reach my daughter. I had promised to call a specified time and that time had arrived. I searched on msn and I did not see it. Tripadvisor came up and it showed hotels.com and since I had been a customer of theirs I thought they might be kind enough to help me. I might not have used them this time but I have used them quite a few times before, including week before last. I do think it is fair to condemn a company for that kind of treatment to anyone. Forgive me for being a mom.
Sorry I bothered you.

To AlishaW, thanks for your kind words.

Happy Travels,April

Anonymous - Never mind - found it on another post.

Hi Anonymous--I must say that we New Englanders--transplants (in my case) or otherwise--are a resourceful bunch!! :) I am always scratching my head about those who go to *way* more trouble than your logical 30 second google search.

OK here is chance to bash me again. I just went to google and typed in hotel quito phone number and I do not see the number, I clicked on all the links and I still do not see the number. Since you want to be mean to me, here is your chance.
Socialworker and Anonymous please tell this stupid mother (who admittedly is not a computer wiz), what you typed in to get the phone number.
Thanks ahead of time for making me cry and making me feel really bad. I'm just a mom missing her daughter.

AprilA, get over yourself. You spoke to one rep at hotels.com and you condemn the whole company?

I cannot believe how uncaring this hotel is. Please avoid this hotel. How can they post a website and not their phone number? How can they expect a mother from out of the country contact her daughter staying at this hotel?

I'll admit, it's one of the lamest hotel web sites I've ever seen. Not only is there no telephone number anywhere, there is also no address or other contact information, not even on the pages that promote their conference services, restaurants, etc. No map or directions, nothing. I even checked the Spanish side, but it's the same.