"Without Even a Phone Call
TRAPPED | Predatory Cancellation Practices | UN-Hospitable Customer Service
Not what I’m accustomed to as a Bonvoy Member and frequent traveler.
I am angry because I booked two rooms for two nights on Hotels.com for F1 Weekend, back in September 25, 2025 to secure a good rate and ensure room availability at a cost of $1701. But note, Hotels.com allows the option to pay at the property when you arrive, so I never saw coming, what happened next.
May 12, 2026 at 2am (less than 12 days before I planned to bring my family to this Hotel) - Unexpectedly and without a phone call, I get emails that the Hotel has cancelled both my room reservations – with no interaction or recourse.
You can likely draw your own conclusions, as F1 weekend seems to drive rate increases for everything in Montreal. But this was excessive. Their claim was the credit card had expired – it was current at time of booking – otherwise Hotels.com would never have accepted it.
The very next morning, I contacted the Courtyard by Marriott Montreal West Island/Baie D’Urfe and was told to take it up with Hotels.com SERIOUSLY! So, I called and spoke with Hotels.com and was told just rebook it as the room availability showed 3 left. So, handcuffed/trapped with only 11-days away from the event, which I had already spent a ton of money on tickets and the family vacation days are already reserved – I felt forced to rebook. The new rate =$2,830. YES, that is $1,130 {+66% increase!}. Just WRONG!"
