Hotels.com Customer Service Shows Hole In Their Business Model

Customer service seems to be a challenge for online booking agencies that are the "middle-man" to the hotel industry. In my recent experience, Hotels.com had no ability to influence a better customer experience with a five-star hotel in Rome.

Even members of the Hotels.com Silver Rewards program have no better results with negotiations that are just requesting an compassionate response to a hotel change. When online booking agencies have no leverage on hotel customer service they will just become a commodity.

When businesses are commoditized, like I feel with this experience with Hotels.com, there is no reason to continue using the service. You can take a minute to read how Hotels.com responded to my request with the Boscolo Hotel Exedra on this page: http://bit.ly/1nAelzs

I share this story because if the only benefits of Hotels.com is the promise of a lower price, is their business model flawed?

As a frequent traveler, I have come to realize that there are many variables that can impact of trip abroad. I would expect that the hotel and travel industry create a better solution to the realities of customers. The fact that a five-star hotel took such an unreasonable stance makes the need for change even more urgent.