DALLAS (CN) – Hotels.com does not back up its promise to refund money if hotel guests can find a better rate online, but sets an “arbitrary and undisclosed limit” on refunds, an irate customer claims in a class action.
Kaylen Silverberg filed a class action against Hotels.com in Dallas County Court.
She claims the company will not back up its promise: “‘after you book with Hotels.com, if you find a lower publicly available rate on line for the same dates, hotel, and room category, we will march the price and refund you the difference.'”
“As it turns out,” Silverberg says. “Hotels.com has an arbitrary and undisclosed policy to refund only a portion of the difference between its rate and other, lower rates. For example, in Silverberg’s case, Hotels.com stated that ‘was can only refund you $142,’ even though the price difference was substantially greater.”
Silverberg claims she booked a room through Hotels.com for two nights in Rancho Palos Verdes, Calif., for $355 per night, then found a $223 rate at HotelClub.com. A third website advertised an even lower rate, $213, Silverberg says.
She says she asked Hotels.com to back up its guarantee and was told it would refund her only $71 a night, which she calls “an arbitrary and undisclosed limit.”
She seeks restitution and class damages for breach of contract and unjust enrichment. She is represented by Gary Eisenstat with Figari & Davenport, of Dallas.