Hotel Requests Full Payment Via Wire Transfer for a Hotels.com Booking

FirstWizard on 07/09/2017 - 22:24
Last edited 14/09/2017 - 21:25

I'm flying to New York next month and few of my friends from around the US are coming to catch up in NYC.
I booked a serviced apartment via Hotels.com for us. The only payment option was pay-later at the hotel, and this had a strict cancellation policy of 50% of the total booking for cancellations/no-show.

Made the booking a few days ago, and today I received an email from the hotel saying that I need to make the payment in full. They say that if I have a US Credit card, I could use their Docusign form to put the details in and make the payment (DocuSign seems a fancier version of Google Forms, Which I don't trust anyway). Or if I don't have a US credit card, send them the full amount (~$2,000) through bank transfer.
The email also says if I don't make the payment within 3 business days of that email, it will be considered as a no-show and my booking will be cancelled/I would be charged a cancellation fee.
The hotel also wants me to email them a scan of my passport as proof of ID.

I spoke to Hotels.com couple of times and they said that they would look into it for me. But, they also said if the hotel says that I need to wire transfer, then I need to do it to secure the booking.

Furthermore, since I agreed to the strict cancellation policy, I may not be able to do a chargeback if they charge me the cancellation fee.

Any thought on how to deal with this issue?

==== EDIT ===== 10.10 am = 08/09/2017 ====

I was on the phone with hotels.com for about an hour this morning! The lady I spoke to this time seemed very helpful than the two blokes from last night (third time's a charm I guess).
She advised that she would start a dispute as they couldn't contact the hotel staff using the number on their file.
Case notes were emailed to the hotel, if they wouldn't hear from the hotel staff within 72 hours it would be resolved in my favour.

Cheers for all the advice, I'll post an update when I hear from them again.

==== EDIT ===== 9.10 pm = 14/09/2017 ====

I was waiting for a call from hotels.com for some time now. When I called to check up on the issue on Monday, they told me they have not been able to contact the hotel yet. Today I speak to a manager and he says unless the hotel actually cancels the booking on their website, and I show up and I have no place to stay the "relocation department" would find me a place at the same cost.

However, I have a backup place booked and confirmed for the trip. and no way of charging me a penalty as the card is cancelled.

Thanks for all the responses and tips!

Financial

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Comments

  • tomsco on 07/09/2017 - 22:32

    So you haven't paid anything yet? Good luck with them charging you a cancellation fee.

    • FirstWizard on 07/09/2017 - 22:43
      +1

      Nope, not yet. I will never wire transfer money. Nor will I email my passport details.
      Hotels.com is looking into it. But they (hotels.com) have my card number. I had to give one to secure the booking.

      • SnoozeAndLose on 07/09/2017 - 22:48

        Can you cancel the card? or just report as stole/lost card so you get a new card.

        • FirstWizard on 07/09/2017 - 22:57

          I know that pre authorized payments can still go through with the card canceled. But I'm waiting to call the bank tomorrow.
          ANZ is useless. Call centre works only during business hours, and the bloody app doesn't show any pending charges.

        • SnoozeAndLose on 07/09/2017 - 23:03

          @FirstWizard:

          you car try their facebook page: https://www.facebook.com/ANZAustralia/posts/972839722833466

        • SnoozeAndLose on 07/09/2017 - 23:04
          +2

          @FirstWizard:

          Report lost or stolen card is 24/7

          https://www.anz.com.au/personal/credit-cards/using/assistanc…

        • FirstWizard on 07/09/2017 - 23:41

          @LoveBargain15: card cancelled. but there is an auth for $400 odd. Bank told me they would make note of my situation if needed for a future investigation.

        • tomsco on 08/09/2017 - 09:07
          +2

          @FirstWizard:

          Good. Sounds like the bank won't make you jump through hoops if push comes to shove.

          Assuming these additional terms (passport/wire transfer) aren't in the original ad, I would say that would be sufficient enough to dispute any cancellation fee.

          And in saying that, if the hotel can draw a cancellation fee from your card via hotels.com, than surely they can draw the payment that way as well.

          Last thing (of my rant) you made the booking a few days ago for a stay next month. No way does that justify a 50% cancellation fee.

  • try2bhelpful on 07/09/2017 - 23:20
    +2

    Never heard of a hotel requiring a US credit card, rather than a standard one. This sounds very dodgy to me. I would be very reluctant to wire the money and would be pushing harder with hotel.com.

  • holdenmg on 07/09/2017 - 23:24
    +1

    Be aware that if you have booked via https://hotels.com.au this is a Melbourne based booking company:

    Online Travel Group Pty Ltd
    Level 3, 480 Collins Street,
    Melbourne VIC 3000

    https://hotels.com.au isn't hotels.com (or https://au.hotels.com)

    As such, speaking to Hotels.com wouldn't really advance your situation as they are unrelated companies.

    So, if you booked via https://hotels.com.au you need to contact them at: https://hotels.com.au/contact
    INTL. +61 3 9939 1404 8:30am - 6pm (AEST)
    or [email protected]

    • FirstWizard on 07/09/2017 - 23:37
      +1

      thanks. It was via au.hotel.com, and I was speaking to the correct call centre.
      just edited the post to reflect that.

      • holdenmg on 07/09/2017 - 23:41

        No worries. :+)

  • Diji1 on 07/09/2017 - 23:35
    +3

    Just move on and seek alternative arrangements. Don't pay.

    • FirstWizard on 07/09/2017 - 23:45
      +1

      yep. that's my plan. Fingers crossed I will not be charged for no show!

  • fruit on 08/09/2017 - 08:26

    Wow that seems dodgy.

  • Randxyz123 on 08/09/2017 - 09:16
    +1

    Wow dodgy!

    Requesting a passport scan is normal wire transfer isn't…

  • FirstWizard on 02/11/2017 - 17:32
    +1

    I finally returned from US.

    As for the booking, I never cancelled it. The hotel didn't either. I called the hotel 72hrs before and again no one answered.
    I have cancelled my credit card so they couldn't charge me either.

    Stayed at the backup hotel and the trip went well.

    On the plus side, I now have 4 rewards nights accrued on Hotels.com, and $60+ pending on Cash rewards for this trip :P

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