I am writing regarding a very disappointing experience with a reservation booked through Hotels.com. My family and I traveled from the United States to Mexico for our vacation, only to arrive at the property and be told by hotel staff that the hotel was overbooked and no room was available for us, despite having a confirmed reservation. Because of this situation, we were left stranded in a foreign country with no accommodations and were ultimately forced to look for a place to stay for a higher rate due to holiday. This caused significant stress, inconvenience, lost time, and additional unexpected expenses. While I understand that I was not charged for the stay, this experience was extremely upsetting and unacceptable. A confirmed reservation should guarantee that accommodations are available upon arrival. I am requesting that Hotels.com provide some form of compensation, travel credit, or goodwill gesture in recognition of the inconvenience and disruption caused by this situation. I have been a customer of Hotels.com and hope this matter can be resolved appropriately. I would appreciate a prompt response.

El anfitrión llegó tardísimo, nosotros tuvimos que instalarnos así sin ninguna instrucción porque tenemos una bebé y estaba cansada del viaje; la habitación estaba sucia, había calcetines y condones de otros usuarios. Lo peor: no hubo agua caliente, no nos pudimos bañar. Del desayuno ya ni hablamos, nadie se presentó. Además, la señalización del lugar muy mala, nada te lo indica. Fue terrible.