PHOENIX (3TV/CBS 5) -- Kim Golis has a lot of pictures from annual family vacations to Coronado Island.
"This is my granddaughter Kaitlin. She's only one," Golis said as she showed 3 On Your Side family vacation photos. Coronado Island, she says, is a place they love to go to every summer. "First of all, it's Coronado, and it's June. So, getting out of Arizona in June to go to Coronado is a fabulous treat."
This past June, Golis says she and her husband booked a timeshare on Coronado Island. However, she reserved a hotel room for her adult daughter and her family using Hotels.com. After all, Golis says she's been using the travel website for years.
"And you've always had good luck with Hotels.com?" 3 On Your Side's Gary Harper asked. "Yes," she replied. "Never had a problem."
After reserving a room, Hotels.com sent Golis a confirmation email saying her reservation was guaranteed and that she could pay the $510 bill on arrival. But when her daughter and family got to the hotel, the unexpected happened.
"So, what happens when your daughter gets to the hotel?" Harper asked. "Well, they got there, and the hotel said they didn't have a room. They didn't have a reservation," she said. "But it's guaranteed?" Harper asked. "Right!"
So much for that guarantee. Golis says she immediately called Hotels.com, but there was a 3-hour wait for the next representative. Tired and stressed, Golis looked around and found only one hotel on Coronado Island that would rent a room for three days at the last minute. And the price was $1,415, more than triple the amount of her other reservation.
"They (family) needed someplace to stay. So, I said we'll do this, and I'll take it up with Hotels.com when we get back," Golis explained.
Golis says she's contacted Hotels.com numerous times in order to be compensated for the difference that she had to pay in room rates which is just under a thousand dollars. But she can't get anyone at the site to listen. So, she contacted 3 On Your Side for help, and we got a hold of Hotels.com, which is now investigating the issue for us. Golis says she hopes she's reimbursed because the entire ordeal is just a bad memory.
"At the very least, I would like the difference in the two reservations, which is around $900 I'm owed," Golis said.
Again, Hotels.com says they're looking into the issue at our request. Once they reach some kind of decision, I'll let you know in a follow-up report.