Despegar.com USA

I will never use this site again and NEVER recommend them to anyonePlease stay away, use Expedia or some other U.Swell known website that responds better to problems and has a great usability and reputation I recently booked my hotel stay with despegar.comfor adult and children and my initial reservation (showing adult and kids) looked fine before I put in my credit card numberI pre-paid for the trip and received a confirmation that was a "pdf attachment" and assumed that everything is still ok because I just verified all the info on the computer screen before entering my credit cardHowever, when I was checking into the hotel in Mexico, Grand Sirenis Riviera Maya Resort & Spa, I gave the hotel agent passports (mine and two others for my boys ages and 9), my reservation in the hotel system said adults and not adult and kids which was incorrectI said to the hotel agent that it must be a despegar.com mistake and that we should call them I waited for more than hours for my problem to be fixed which was not even fixed at the endThe despegar agent that answered our call minutes later, said that they will call us back with a solution and me and my two kids waited tired, hungry and miserable another minutes (after being on a long flight and taking a one hour taxi ride from CUN airport) for her to call us back and let us know that it is not their problem, the hotel will have to fix my problemThe hotel fixed my problem by making me pay more moneyThe hotel agent [redacted] did not let me check in until I paid an additional $ At the end, I overpaid for the room and had no help from the booking agency despegar.comMy first day at the hotel was so miserable because I felt helpless in a foreign country and could not do anything about itOn top of it all, the hotel agent said in the mean tone "this is Mexico, not America, and we do things differently here" I think he meant that customer service that we expect in America when we have issues is too nice and in Mexico it is more harsh because he told me I can leave the hotel or if I want to stay and check in, I have to pay extra $ When I finally checked in, emailed despegar.com and I waited for the despegar.comto respond to my email asking them to help me with the additional cost (after all, their website somehow made the switch children for an adult)They responded back and said there is nothing they can doI called them again over the phone, and same thing, they cannot help meI will never use this site again and NEVER recommend them to anyonePlease stay away, use Expedia or some other U.Swell known website that responds better to problems and has a great usability and reputation

SCAM: I made a reservation through Despegar.com for nights at Hotel Blu in FL: Facilities were not what was shown on pictures, problems with the credit card charges, and no real offices to talk to someone for customer serviceAvoid!