Hotels.com

Rooms were booked on my minor daughter's card at 12:48 am on the 22nd of May and Hotels.com precharged for the hotel room. Once the charges were noticed, I cancelled the reservation and contacted the hotel directly and they stated I had to go through Hotels.com to cancel. I did this and they said because the room was not cancelled before 4 pm on the 21st (7 hours prior to the reservation being made), that she would be charged for one night. We ended up having to go through our bank for assistance. Terrible experience and BBB has them listed with several unresolved complaints. Should not be in business.

My Italian boyfriend and I (I am American) were in the states (NYC) in November. I tried to make a reservation with Hotels.com by phone for a Best Western located somewhere uptown. The rep told me they were booked, but there was a great hotel just like a Best Western where there were rooms. Since we had no computer at this point (he was right off the plane and we were at JFK), I said yes. When we got to this hotel, it was filthy. There was an old man hanging off a chair as you entered. There was a shared bathroom that was filthy. The room was filthy. Giacomo sat on the end of the bed and the mattress came flying up from the opposite side. The bed was filthy. We did not want to touch anything. I saw the fear in his eyes as we were trying to find the elevator and he said to me, "This is a hotel for prostitutes and drug addicts."

I called Hotels.com back immediately and said all of this to them. The woman seemed very nice and found us another hotel, a little more expensive, but doable. I come to find out they charged us 200 dollars for this room. I started sending emails when we noticed the second charge on his credit card statement. They never responded until I threatened to go to the Italian authorities. We went back and forth via email. Most of the time, I never received a response. I only heard from them when I threatened getting an attorney or I wanted to speak with an agency here in Italy. The last email I received said that the second charge was for this room and that we could not get a refund.

I am now going to CGIL, an agency that assists people in getting refunds and the like to see if they can help me out. At least maybe a letter from them might get their attention. If not, does anyone who has posted know of what to do when you are dealing with an American company but the payer is from outside the country? Is there anyone else that I may be able to contact? Thanks and we will never be using Hotels.com again!

Even though we called more than a month ahead of our hotel stay, hotels.com refused to change our reservation by one night. Instead, we were told to ask for a refund from the hotel, which told us that we paid hotels.com and that they should issue the refund. This runaround went on until our actual stay at the hotel. When hotels.com ran out of options, they blamed the hotel for having a two-night minimum stay policy - a policy nowhere mentioned on our printed booking confirmation. Even though we did everything by the rules, hotels.com kept our second night fee ($99.95) and blamed both the hotel and us.

I arrived at The Waldorf Astoria with my confirmation number. There was no record of my reservation. I called Hotels.com and was on hold while they called the hotel. The hotel came back and said that Hotels.com had made a mistake. And Hotels.com had never confirmed with them and that there were no rooms available that evening. During this, I was still on hold with Hotels.com. I hung up after 35 minutes on hold and called Hotels.com again for them to tell me that there was a glitch in the computer. And my reservation was never processed properly, and they were trying to find me another hotel. I waited another 35 minutes and then hung up and found my own hotel. I later called yet again and spoke to two individuals and was hung up upon by them! I thus want a refund on my reservation, the $25 I spent in cab fare to and from the hotel, and the $100 difference I had to pay, upon making a new reservation ($50 a night).

Bait and switch cancellation - I was not 100% sure I wanted a hotel on a certain date, but with "free cancellation" and clicking on that, "you can cancel free of charge until 11:59PM (GMT-05:00) Eastern Time (US & Canada) on 06/21/12. Please see cancellation policy for more details." Also, in another spot on the page, "Hotels.com doesn't charge cancellation fees". When I got my email confirming my reservation, the email said no cancellations. I emailed back, complaining of this and they said that it says on their page that there are no cancellations. When I responded to their response, I got an automated response (from Expedia, not Hotels.com) saying I cannot send to that address. What? I cannot continue dialog with them on their official complaint number? This is obviously a middle finger to the consumer.

Nightmare to cancel a "no-fee cancellable" hotel reservation - I booked with hotels.com a hotel reservation that was supposed to be cancellable at any time online without any fee. They took my credit card details but did not charge me upfront. When I attempted to do it online 6 days before my check-in date, the system said there was a problem and prompted me to call instead.

When I called, after waiting about 20 minutes and giving all my reservation details, a woman in the Philippines said she was unable to cancel my reservation because "it was booked by another department" and gave another number to call. On the other number, I had to wait even longer with loud pop music and then it hung up. I had to call the hotel directly in Bolivia to let them know I wanted to cancel but never could get in touch with hotels.com. In total, I wasted 1 hour and a half for what was supposed to be an easily online cancellable reservation. I will never book with hotels.com again.

Hotels.com pre-charges for the hotel room. Fine. But the hotel insists the hotel room has not been paid for and charges again. Then I cannot get refund through Hotels.com. I cancelled the second reservation and contacted the hotel directly and they stated I had to go through Hotels.com to cancel. I did this and tried to confirm that I would not be charged for the night. I could not confirm anything with the hotel directly and was unable to call Hotels.com directly (overseas without easy access to phone). Reservation was cancelled 36 hours in advance but I still cannot get refund on this charge either from Hotels.com. I should have booked rooms directly and then I would not have been double-charged for the first night and would not have been charged for night that was cancelled.

Missing Booking - Though how unbelievable it is, yes, you succeeded again to not replying my email. Remarkable, isn't it? I am herewith offering you the last offer of peace settlement for my case. Just check all the history of forwarded emails. I received billing from my credit card company with details of credits made by Sea World worth of AUD414.40 and AUD500 to compensate the charge of AUD914.40. I am surprised that the credits were done by the Sea World resort, not from Hotels.com. Since there's spread between the buy versus offer rate of AUD versus IDR (it's a common practice in banking and credit card transaction in case you don't know of it yet) while all this happening was caused by your faulty lousy mismanagement of booking, your company again succeeded in causing me to suffer extra cost of IDR625,214 which approximately equals AUD70.

Bravo! Your company deserved a big loud applause for always causing loss on your customer. Well done on that. In my recollection, you still owe me the one night of missing booking plus the spread from your rate with Expedia.com. Your accountant knows perfectly well how to sum up the amount of the missing night + the spread + AUD70 (most recent loss you caused). I want the credits to show up on the same credit card that you charged me with the initial booking. I give you three days to reply with a proper decent answer regarding above information. With conscience, you know I'm only asking what is rightfully mine. This tiring event shouldn't be happening in the first place if only you did your job right. Just return my rightful portion lest the news of how an honest accidental misbooking became notoriously well known as purposeful act of gaining extra profit. Needlessly said, such a successful company like Hotels.com will maintain its untainted reputation. I'm looking forward to receiving your good news.

I have written emails before with no reply, no show of proper attitude to solve problem and giving well deserved apology, lack of willingness to compensate customer's dissatisfaction. Prove to me that you have exercisable price match guarantee. Compensate my loss of one night and credit back the transactional currency spread (you're the one who caused it).

This was by far one of the worst places my mom and I have ever stayed. When we checked in (after traveling for 14 hours from LAX to get there) and got to the room, the door opened and the smell of mold was overwhelming. I had to get out my inhaler, as I have breathing issues. We would not walk on the carpet without shoes, as it was so damn dirty. The bed was so bouncy. I sprayed a bottle of cologne over the bed, pillows, and in the air to make it smell more pleasant. If it wasn't so late when we arrived, we would not have stayed. We were to be in San Juan for 4 days before leaving on our cruise. We ended up the following day at the Comfort Inn. Truly, it wasn't to our standards either. But it seemed like a palace comparing the 2 hotels.

San Juan Beach Hotel's website pics of the rooms look nothing like what we got. I was told they only have a few of those rooms. The beach and restaurant area did look nice. The manager lady the next morning was not friendly at all and was speaking in Spanish to the desk clerk. She had no idea that I speak Spanish. She told me that she was aware of the issues at this hotel and they don't misrepresent anything and that it's a great value for being in its location. Location or not, price is an issue in the absence of value, and this hotel wasn't cheap by any means and is still not in the center of Condado. The Comfort Inn where we ended up was in the center with friendlier staff; they were actually very, very helpful, and they gave free breakfast and WiFi for only $5 more a night. Now that was value for the money paid.

My mom said the San Juan Beach Hotel was one step above a homeless woman's shelter. The hair dryer was hanging off the wall in the bathroom, pictures were missing from above the headboard, beds are bouncy, carpet dirty, soap dish in shower was hanging, porcelain on tub was chipped, bath stopper was missing, lights near bed on wall had exposed wires, no window treatments, and windows are opened for fresh air (Thank God!) but with no screens, so bugs would fly in if you left it open for fresh air. Further, the furniture was old, the layers of cheap wood are peeled off in areas, and the walls are all marked up with scuff marks. I am telling everyone I know of this place. I am also a travel agent. I will never ever book a client here.

Price match guarantee not honored - Though I was promised of refund for price match before booking, when I called for after not seeing credit, they claimed they can't give as notes. I suggested they can review the recordings of my booking, but declined. I'm very much upset especially during this hard times.

Hotel.com does not honor the "Book 10 stays and receive a free night" promotion. I am a semi-frequent traveler, usually staying in a hotel 2 or 3 nights a month. In March 2012, I noted I would be traveling a lot for different interviews and thought I would try to take advantage of the Hotel.com promotion of "Book 10 stays and receive a free night." So instead of using another service (where I would have acquired points), I went with Hotel.com.

Since March 2012, I have stayed in 3 different hotels in a total of 3 separate bookings and 8 nights total. I have checked my account for booking credits after every trip, and the credits I have received are "0" (zero) towards my free night. I have both called and emailed Hotel.com customer service, asking why my account reflects zero stays, despite having receipts and credit card charges to the contrary. Repeatedly, I am presented with the same response; but it has been 2 months and I still have zero credits.

We recently stayed in the Quality Inn Parkway, Pigeon Forge, Tenn. We were told that there was a beautiful pool with an onsite bar. We arrived at the hotel on Friday after driving 10 hours. Let me begin by saying the woman at the front desk was extremely rude. She told me that the place I booked my reservations through lied and the pool was not even clean or open. Very mean lady. So then, we continued to our room, and the only thing I can say is, "Oh, my!" The ceiling above the tub and shower had fallen down and was laying inside our bathtub; it was moldy and dusty with pieces of some sort of drywall looking stuff, along with a big glob of hair laying in the drain. It was totally disgusting. But anyway, I needed to wash my face so I used a hand towel and the sink, went to hang the towel on the hook on the back of the bathroom door and the whole hook fell off. Mind you, this was only a small hand towel.

Yet another disaster. The room was too dirty to put the towel anywhere else. So now we took our shoes off to try to get comfortable after a 10-hour drive and I know this will sound crazy but the floor was wet in many small spots, so I said to my husband, "why is the floor wet in spots and what is it?" We looked at the bottom of our socks and they were yellow and smelled like urine! So much for staying in a pet friendly room. Now believe me, I took photos of everything because I know this would sound hard to believe. Once I saw the bug crawling up the wall (what kind, I have no idea), I left the hotel immediately.

When I called the front desk to complain about the horrible smell and mess, she yelled at me so bad she actually had me in tears! I was told there is no manager on site and that they have very good housekeepers, basically called me a liar. Well, pictures don't lie! Highly upset and this ruined my entire trip! I would like a total refund as I only stayed in the room a total of 2 hours before I had to leave because of the disgust in the room! However, the woman at the hotel refuses to listen and only screams when I try to reason with her.

We got to Comfort Suites, Little Rock, Arkansas around 1 a.m. after a 7-hr drive and when we tried checking in - bang! The receptionist said there's a reservation, but the credit card used was declined, whereas I got a confirmation email stating my reservation number and that the payment has been received in full! So finally, after 10-15 tries and waiting at the lobby with my parents for over an hour, we finally got through the Hotel.com customer service, but guess what? They were extremely uncooperative. We asked them to at least stay on line till the receptionist goes over the credit card details, but they couldn't have cared less and said that's none of their responsibility! What the **! Whose responsibility is it then?

After 2 hours of wait and humiliation, we got a room that was at the ** end of the floor. Hah! Apparently the credit/debit card Hotels.com used to make the payment didn't have any money on it and we were the ones to pay for their negligence. Shame on you, Hotels.com.

I booked a room for the same day check in. When I got the confirmation, it had changed dates to the following day. I called immediately and was told, "Our system does that sometimes on same day bookings. We will fix it. So sorry." There was never a word said about additional charges. Monday, after the stay, they charged my credit card an additional $53. When I called them, the person said he would investigate and to hold on. He came back on the line saying he was sorry for the mixed up. They were going to process a refund and to hold on for a few more minutes. He never came back on and the line disconnected after about five minutes. When I called back, they said I would not receive a refund. This is for the reservation change, and because I was calling after the stay, there was nothing else they could do about it. I was hung up on three times while being "put on hold" for a manager. Do not use this company ever! They are scamming you!

I made a reservation for check-in on July 28, 2012 for my birthday and checkout on July 30, 2012. When I got the email confirmation, I found out that the dates were changed for May 7 to May 9, 2012. My cancellation email was written 2 minutes after I got the email confirmation. The Hotels.com told me the rate was a nonrefundable rate and it doesn't matter. When you cancel, you don't get a refund. I never typed "May" because I am pretty sure that my birthday is on July.

I booked a reservation for the LaQuinta Hotel in Wayne, NJ for April 19, 2012. Literally as I was leaving the house for this trip, I received the call that my father had died from a heart attack. The following day, I called Hotels.com to tell them the situation. They told me they were able to get the reservation for the second hotel, The Element Ewing at Princeton, to refund my money (I'm waiting to see if this is true) but LaQuinta refused, based on the fact that the reservations cannot be cancelled and that it clearly states this on the website.

I have called Hotels.com 3 separate times. Twice, I received what I would consider decent customer service but this morning, Carlos was anything but helpful. I gave him the case number which he said was not correct because it contained a letter plus numbers. Meanwhile the last time, the case came up right away with the same case number. He argued with me that I needed to understand that it is a Sunday and hotel managers do not work on Sunday. The last time I called, it was during the week, I got the same answer.

I guess LaQuinta doesn't have managers that work on a regular basis. I am even willing to accept a voucher for a stay at another time. Has this country lost all common sense and sensitivity when it comes to disclaimers posted on sites? Have we lost the ability to think outside a written script that customer service representatives are given during training and working shifts? What a sad testament to this country that death is not longer considered an event beyond our control. Shame on corporate America!

I made a reservation for check in on May 10, 2012 and check out on May 11, 2012. When I arrived at the hotel on April 10, 2012, the hotel manager realized that it is booked for wrong dates and advised to give me a room for this date and call Hotels.com for a refund or just cancel my reservation online. And that's what I did. 2 weeks passed and I did not get a refund on my card. I called Hotels.com and spoke to one of their representatives. She told me the rate was a non-refundable rate and it doesn't matter when you cancel - you don't get a refund.

I booked a hotel on the night of April 11 at a Super 8 in Remington, Indiana. I had to cancel the booking, but Hotels.com said it was the hotel's policy that cancellations were final. I spoke with the owner, and he said no. I found out that Hotels.com uses a third party to book rooms called Travel Now. I called Travel Now, and guess what? They are owned by Hotels.com. I spoke with the same people, and they gave me the same numbers to call their cancellation department. Tony at Hotels.com apologized for the inconvenience, and I stated that there was no convenience. It is common practice. I was abruptly cut off. I don't think Tony was the one who hung up on me. I have started a blog and am going public with this.

I'm writing because I have to complain about the treatment I was served by Hotels.com. Last September, I was in the US with my wife for our honeymoon. We made an "on the road" trip, so every day we did book a hotel for the night. I used the Hotels.com website only once, but it was enough. During the online booking process, the browser crashed, so I didn't get any confirmation of the reservation in progress. I thought that since I was using my wife's credit card to make the reservation in my name, the crash was due to a "mismatch" between my name and the name of the cardholder. So I made another reservation with my wife's name and it worked. After a couple of months, I realized that Hotels.com charged my wife's credit card the price for two reservations.

After thousands and thousands of emails, I gave up. The hotel did not refund anything, because they claim that they get the payment directly from the Hotels.com credit card and not from the customer's credit card. So eventually, they could refund the Hotels.com, but what about the Hotels.com? Will they refund me? Hotels.com, on the other hand, claims that two reservations were made with two different names, so they do not refund anything. The bank agreed with Hotels.com, so I had to pay twice what I used only once! There was no way to get my money back.

I can demonstrate what I state, because I have a lot of emails between me, the bank, the hotel and the customer service. I also have an email from the hotel (Holiday Inn Express - Green River, UT) where they state that, in fact, they got two reservation but only one room was really claimed at the front desk. And this was what I tried to explain so many times to the Customer Service of Hotels.com, but the only result I got was that I have lost $130 for a room I never claimed. At the end of the day, everybody involved in this issue was so stubborn that I didn't manage to get my money back. Never mind, I still can pay my bills, even with $130 less in my bank account, but you can be sure that I will never use the Hotels.com again!

We booked a king room for a weekend in Kansas City, MO and received the confirmation showing that we were getting a king room for April 20-22, 2012. When we arrived at the hotel, we were given a standard room (they claimed it was a queen sized bed, but we own a queen sized bed and this was a full) and told that this is what the reservation they received from Hotels.com was for and that the hotel was booked full. Not only was the room wrong, but there was something (feces or oil) on the fold out bed. There were no pillows or sheets for the fold out (and when we called to get some, they had none left). The remote was broken and there's no alarm clock. We were right next to the housekeeping room and there were loud noises (as in sounded like a jackhammer on the other side of the wall) that kept us up all night. And to top it off, the sink literally fell off the wall in the morning.

We called Hotels.com that first night and found that not only was that hotel full, so was every hotel in Kansas City because of a NASCAR event happening that weekend. So our choices were to stay where we were or sleep in our car. We stayed. The hotel took care of moving us to a better room the 2nd night. When we called Hotels.com after our stay to get a refund for that first night, we were disconnected twice and then told that even though they guarantee that you will receive the room type you booked, they will not do anything about it if you don't. After seeing that this lack of customer service is typical for Hotels.com, I am shocked that this company is still in business. They do a disservice to every hotel affiliated with them as well as all customers using their site to book rooms. Save yourself the hassle: stay away!

I was inadvertently charged by the hotel, in addition to being charged by hotels.com. I learned that by dealing directly with the hotel, I would have saved about twenty percent over what hotels.com charged.

I booked a reservation online with all appropriate details filled in and approved. I received an email confirmation with reservation number and itinerary number. This was done on Sunday, April 22, 2012. My wife received a phone call from Hotels.com to confirm some credit card information from call display 1000, which alarmed her. She thought someone was trying to steal credit card information from us.

I was given a number that I could call back to confirm what they wanted. They said there was no one by that name. My wife then received another phone call at midnight which was asking for me. I was sleeping and have to get up at 5 a.m. She was furious. We then received an email which said our reservation was cancelled and it would take 10 days to go back on the credit card. I only had enough money on my credit card for our weekend away in Toronto. And now, I cannot even book any way else, because they have my money. Never, and I mean never, book with these people. It's completely unethical and unfair.

I booked airfare and hotel to NYC through Hotels.com. I have stayed at the hotel many times before. I needed to change the dates on the travel and called Hotels.com to make the changes. The airline would charge a $150 change fee, which I expected and had no problem with. However, I was told that the hotel had a no refund policy and I would not get a refund for the original booking. I called the hotel directly because I have never had such a problem with them before. The hotel told me that they would do it for me directly, but because I was dealing through Hotels.com, they couldn't do anything about it. I have paid $240 plus taxes for a room I am not staying in. Hotels.com represents that it is the hotels that are inflexible when in reality, it is Hotels.com. How much of the $240 do they keep, knowing full well that I am not using the hotel room? It is unbelievable that they are allowed to stay in business.

I made a reservation for 2-25-12 at Crowne Plaza, Downtown Denver, CO. It was charged to my card on 2-18-12. I canceled reservation on 2-18-12 in compliance with both Hotels.com and Crowne Plaza policies. The cancellation confirmation stated refund would be applied to the card within 14 days. It didn't happen. Phone call to customer service resulted in refusal to refund.

Two Hotels.com sales agents verified a two-bedroom suite, had a stove top, refrigerator and microwave. I booked with them on the phone but on the confirmation, the stove top was omitted from the detail of the room. I immediately called back and spoke with customer service (out of the country) and I was told that my room did not have a refrigerator and if I wanted to cancel I would have to pay a fee. This is very disappointing. I will never use them again.

I booked with Hotels.com for Apr 23 to Apr 25. The email confirmation I received was for Apr 27 to Apr 29. I called them again and they said that it cannot be changed unless I pay a fine. The original cost of the room was $233.70 for the 2 nights. In order to change the dates, they said I will have to pay a fine which will now be $317.780 for the 2 nights. I agreed. The day we were supposed to leave, I called the hotel to confirm the reservation. Again they said it was for Apr 27 to Apr 29.

I called Hotels.com again to inquire about the dates. They now said they will charge me $551.46. That is the $233.70 plus the $317.70. Support centers I called in the Philippines, Central America and US admitted it was their mistake but still will not correct the problem. For 3 days I have been trying to resolve this problem but Hotels.com support is non-existent. They will talk to you in circles but at the end the problem remains. So now I called American Express to stop payment.

American Express said they will suspend payments and it will take 6 to 8 weeks to get results. Please do not make any business with Hotels.com unless you want to experience the headaches and high blood pressure I have experienced. These people are scammers to the bone. Actually avoid booking online all together. I have learned my lesson and never again will I book online.

We googled hotels in Glendale, CA and Days Inn came up. When I called the number, they did not identify themselves as Hotels.com. I asked about suites and they did not have one, so I asked about adjoining rooms and was told yes. I got to the hotel and found out they could not accommodate and no notes were even written. I spent 55 minutes on the phone with two different people and was told that since Days Inn would charge them, they will still charge us! Days Inn said it was Hotels.com and they couldn't help us at all. So we are out $400.

My experience with Hotels.com was terrible. We checked in to our hotel to find a big, fat, dead, dry cockroach in our bathtub. The manager was so sweet and nice and tried her best, but my wife could just not stay at that hotel. The manager said she would refund our money, but when we got on the phone with Hotels.com, they said there was no way to cancel without paying a penalty. How much was the penalty? Oh just the full cost of the room. Idiots! Usually when you push companies like this or when you ask to speak to a manager, they fold like they should, because pleasing the customer is first priority. However, they refused. Thankfully, the manager said she would take care of it and we left. Don't use them!

We are a family of 5, something I specified when making the reservation. This was confirmed on the email hotels.com sent us to confirm our booking. They booked us in a room with only one king bed and one pull-out sofa in a hotel that did not have roll-away beds. Two of our kids are teenagers. We ended up having to book an additional room just to have enough sleeping surfaces to get our kids to bed.

To add insult to injury, the hotel charged us $90 per night less than hotels.com did for the exact same kind of room. I called hotels.com to get some of our money back. After a twenty-minute phone conversation, they offered us a $70 refund on a $353 room. I pointed out that there was nothing on their email confirmation that indicated that the room would only have one bed and one pull-out sofa. The hotels.com operator told me that her manager told her that it was my responsibility to call the hotel and be sure that the room was appropriate before our stay.

I tried to book a reservation with Hotels.com and after putting in my credit card information, they (Hotels.com) pre-authorized an additional $1.00 on my card, which was not stated would be done. I called Hotels.com, they claimed that it's a "test" on the card and in order to place a reservation, you need to have more than the reservation amount on available on you credit card! They would not remove the two separate "test" charges and because of these unauthorized pre-authorizations, I could not make my reservation.

I received a confirmed room through Hotels.com. When I showed up at 2 am, the hotel (Broadway Inn in San Francisco) had given my room to someone else. I am sure they hoped to get a cancellation fee from me, as well as a room fee from another. A friend also had a double-booked room from Hotels.com. Hotels.com did refund the room, but only offered me a $10 voucher in compensation even though I had lost an additional $100-plus on a last minute reservation elsewhere. I believe Hotels.com simply accepts this double-booking behavior from hotels. It provides no indication on their website which hotels engage in this behavior and treats such actions as "standard behavior," as evidenced by the meager compensation for the failure. My advice: if you need the room to be there, don't use Hotels.com.

I write to you extremely discontented and upset in regards of how I have been treated and misguided in my resent reservation with Hotels.com. Your website clearly shows a different hotel than the one I encountered when I arrived to Nanjing City, China. It is a bad joke to call that hotel a 5-star hotel, as your website claims, and even less with a 4-star rating by your users.

When I arrived to the location, I was in shock, to say the least. As I approach the building, the place was empty and dark and had a filthy odor. In my immense surprise, I went outside of the building, not believing what was happening and thinking that I made a mistake. There was no one there to greet us or even not to greet us; there was simply no one there at all. A taxi driver stopped and, luckily for me, told me to go to the building next door, which did look like a hotel and it had the name of the hotel I paid for but not the same address.

When I got in the lobby, they informed me that I had paid for the hotel next door which is part of their hotel but not a 5-star. As you can see on my reservation and clearly on your website, the information is misleading in this situation. And 16 hours away from my home, I had no local phone or way to contact your company. I had to use my cell phone which charges $2.5 CAD a minute. That was the second portion of this terrible experience.

When I did manage to speak to your representative, she did not put her self in my situation but defended her situation that she was attending to many calls and did not had time to get back to me. She promised to call me back in 15 minutes to see where she can relocate me. She called 105 minutes later, and I have the records on my phone! And when I pointed it this out to her, she reprimanded me, saying that they have too many calls and that she was giving choices. That was in two lines--her public relations skills!

This has been the worst I have ever received and been treated with not only what could be considered almost a scam but having to deal with your representative who threatened and told me not to call me again, because I told her that the hotel listed was not the same, the information was misleading, and this was almost a scam.

I was left for one hour and forty-five minutes stranded in Nanjing with nowhere to go and not speaking the language. On top of that, I had to spend 57 minutes on the phone on the 3 calls which will turn in $150 in my phone bill. And on top of that, I had to deal with a representative who did not understand what her job was and was rude, cutting me short and lecturing me what a difficult job she had.

I have until now not received my refund which was offered. Hopefully, this will not be a complete scam and the funds will be transferred back to my credit card, and maybe, the woman who took care of my phone call could get some level of training and, better yet, an education. I will send my complaint to MasterCard as well. I will never again use your website, which I have been using for more than 10 years; and I will be sure to let this experience be known by all my personal and professional contacts.

We booked a hotel in Rome using Hotels.com. A few minutes later, we found the same hotel on Thomas Cook website at a lower cost; and we called Hotels.com right away and told them that we just booked the hotel 10 minutes ago and that since we found a lower price, we would like them to adjust the price according to what they said about the price match policy and guarantee to have the lowest price.

The representative told us to e-mail the information to the e-mail address she gave us. We e-mailed her immediately and confirmed with them; they received it. The representative told us that someone would get back to us, No one bothered to call us for 2 days. And when we called them back, they said the supervisor was totally unhelpful and said there was nothing he could do about it. So my point is with this competitive market where there are so many sites to book hotels, we would not recommend using Hotels.com

Outsourcing customer service: Why do you have people in Milan making reservations and helping with customer service? The reception is terrible; I would talk and she would be talking at the same time. She was so hard to understand as well. Keep jobs in America, really?

We scheduled a weekend with our daughter and booked lodging with hotels.com. We had a death in the family 3 days before our hotel reservations began. I called hotels.com to see if we could cancel or modify the reservations. Hotels.com said their policy didn't allow cancellations because the hotel wouldn't refund payment. They suggested I call the hotel. I called the hotel. The Sheraton & Towers Hotel reservations people said hotels.com wouldn't allow them to interfere with the reservations made by hotels.com. The Sheraton Hotel & Towers on Water Street would not make any accommodations to cancel or change our dates.

Obviously, we will not make reservations through hotels.com again. And though we make frequent trips to Chicago, we will not stay with the Sheraton Hotel again. My recommendation is to always make reservations with a reputable hotel directly. Bargain operations such as hotels.com make a living from taking up front money, then offering no service after the sale (a.k.a. tin men).

As we were returning home from Florida, I called the online number to reserve a hotel room along our route. When we arrived, the hotel had no reservation in our name. I tried calling Hotels.com multiple times and was put on hold for as long as 30 minutes several times. I was told I was being transferred to their customer service and was put back on hold for another 30 minutes. We kept waiting for the reservation to be faxed to the hotel. When it finally arrived, after a two-hour wait, there was no confirmation number. All the hotels in the area were booked and we had no place to stay. It was not after 7 pm and we were tired and scared. We ended up finding a hotel over 30 miles off the interstate and out of our way. We were charged for the hotel room that we never got. When I called the next day, I was told the charge would be refunded. Three days have passed and the refund has not appeared on our statement. We were incredibly stressed, scared and inconvenienced, not to mention having to drive a total of 60 miles out of our way to find a hotel.

I stayed at the Niagara Falls Courtside Inn at 5640 Stanley Avenue, Niagara Falls, Ontario on Saturday, March 17, 2012 and paid $70.62 for one night's stay. Upon trying to go to bed in the evening, we were very traumatized to find bed bugs crawling all over the bed sheets and the pillows. I am pregnant, and both my partner and I had to sit on the couch without any blankets or pillows to try and fall asleep. There was only an emergency phone number posted in the lobby to call if anyone was experiencing any problems, but no one called back.

The next morning upon checking out, the girl at the front desk said that I would have to contact the manager; and several attempts have been made in trying to get hold of them. I spoke with hotels.com once again today, and they said that only an answering machine kept coming on and no one came to answer the phones. They said that they cannot issue a refund, as the hotel has already charged them the full fee of $70.62 and that they could only issue a credit of $21.00.

This is insulting to think that I should accept $21.00 for all the stress we encountered that night. I would like to lodge a complaint against this company. As they were the company that I paid the money to, they should be the company to issue a refund and then continue to argue with the Courtside Inn themselves. Thank you for your assistance!

On 3/19, we checked into the District Hotel in DC. This hotel had no working elevator and the room was on the 4th floor. Once arriving up four flights of stairs with luggage in hand, we discovered that his room was closet sized. There were no amenities such as coffee maker, hangers, etc. As reference on my booking receipt, we are 5 Star members. When I called the 5 Star service line, I was met by Megan with rude temperament and told that we were no longer 5 Star member. I asked to speak to a supervisor and was refused. I was transferred to the regular call center and immediately got disconnected.

I called back a second time to 5 Star and spoke with Gayle who was able to grasp the concept that we were told in writing that we are 5 Star members when I booked this hotel. She spoke to supervisors who told her that since we were not currently in the system (they couldn't find us?) that she should not help us. I requested to speak to a supervisor for a second time and again was refused. I then called into the regular call center and spoke to a rep who was unable to get a hold of anyone at the hotel front desk. Not only was this hotel a horrible experience, but we were also lied to by Hotels.com upon booking and treated horribly. I have in writing via emails from Hotels.com that we are indeed 5 Star members and we were refused service when needed.

I made concurrent bookings on Hotels.com for City Express Tijuana Rio (the site requires separate bookings if a different credit card is utilized for payment). When we arrived at the hotel, we were put in a very small room. When we explained we always stay in a room with a kitchenette (as we stay for many, many nights while receiving cancer care at the clinic next to the hotel), we were immediately put into the room with a kitchenette. We are charged $60 per night, whether we pay Hotels.com or the hotel directly at check-in for the kitchenette room.

A couple of days later, we were asked to move to a smaller room, "but on Monday we'll move you back into this kitchenette room." We confirmed with front desk staff there was no additional charge for the kitchenette room, thinking this is why we were asked to move to a smaller room. Alas, on Monday, we asked to be moved to the kitchenette room, having booked 15 nights on Hotels.com. No, we were told the kitchenette room would be an additional $28 USD nightly (a 48% increase in what we paid through Hotels.com). Now, the hotel's website charges $10 less than the increase we were asked to pay (obviously a kick-back to the Manager making the demand for more money).

The Camino Real next door gets only $75 a night. I expect such treatment of Americans in a third world country. What I don't expect is to be penalized for booking through Hotels.com. When we paid directly to the hotel $60 per night, we get kitchenette room. Through booking with Hotels.com, we get smaller room. Ridiculous! No matter we are here for many weeks. Others at the clinic pay $60USD and have a kitchenette room. Bogus! No more hotels.com for me. I don't need the aggravation.

On 3/17, I booked for Glen Allen, VA. The reason I did so was because the ad says cancellation was free. When I called to cancel, Best Western said fine. Hotel.com tried to bill me anyway and I have opened a complaint with my credit card company. It's a cheap business practice. It insures I will never use or recommend Expedia to my friends.

Hotels.com referred me to a hotel with horrible reviews and bed bugs! Hotels.com suggested Crestwood Suites and it was horrible. It had horrible reviews. I am not in the habit of residing at such seedy hotels. When I book through Hotels.com, I trust that they will book me at a hotel with great reviews. During my stay at Crestwood Suites in Austin, Texas, everything was horrible, from the quality of hotel, service and now I find that there were bed bugs in my suite! I have been trying to no avail to rid my home of these bugs. It is coming down to me having to discard my very expensive furniture as a result of this stay. My furniture is valued at over $30,000.

If this situation is not resolved within the next week, and I must discard my furniture, clothing and bedding, I am going to seek restitution from you all for not providing proper reviews for this hotel. You are responsible. If this matter is not resolved, my next step is to seek legal counsel. From online reviews, this bed bug problem has been going on for at least 5 years.

Cancelled reservation refund - I made reservation through Hotels.com in Paris at Best Western Premier Opra Richepanse, itinerary #:**, Hotel-rez.com confirmation number(s):**. The room wasn't as shown in the site so I rejected to check in and the hotel charged me for the first night. I then contacted Hotels.com on December 31, 2011 informing them the situation. Thankfully, they returned an email apologizing for the inconvenience and promised to conclude the necessary process of refunding me for the remaining balance charged to my credit card. It has been three months since then and no refund has been made yet.

Hotels.com failed to provide a room and reimbursement. I made a reservation online and made a mistake of hitting the cancellation button. Immediately, I called the Hotels.com and spoke to two separate employees, who assured me that everything was taken care of. I arrived at the Gaylord Opryland hotel in Nashville, TN on March 20th and there was no reservation. I made numerous phone calls and was left on hold for over 52 minutes on the last call. After numerous attempts failed, I made an expensive reservation at another hotel. I tried numerous times to get my payment refunded with no assistance. I tried stopping payment on my credit card. All I want at this time is to be refunded. I am very dissatisfied and I will never deal with them ever again. I highly recommend everyone to stay away.

Problems with my last hotel stay booked through Hotel.com - My name is Joe **. I booked a hotel stay on 03/17/2012 at 1:30am. When we arrived at the hotel, there were no rooms. Hotels.com sent me across town at another hotel and charged me more for the same room. Mind you, it's after 3am. When we arrived at this hotel, the manager on duty said that out stay was booked for 03/17/2012 and checking out on 03/18/2012. I have never been more upset. I have booked stays with you all many times but this night takes the wind out of sail for Hotel.com.

I was all over this hotel thing after my first stay. I bragged non-stop on the deals I've gotten in the past. But to have my wife sit in a lobby at 3:30-4am in the morning and tell her that we have no rooms left? We finally got settled in after 5am in the morning. I had to be up and out by 7:30 that morning. Very nasty service at the hotel where we stayed. When I pay over $100 for a room, I expect more than what I've gotten. I have a very bad taste in my mouth and needless to say, I don't know how to take this. I travel a lot and I stay at the hotels right here in town a lot just to get out of the house sometimes. My wife is not happy nor am I. I will be emailing The Embassy Hotel as well.

We were planning a group cruise that left out of New Orleans roughly 2 weeks ago. The cruise didn't leave until Sunday, so we decided we would travel down (6-hour drive) on Friday evening with 2 friends and spend the weekend there. We booked a hotel room in November through Hotels.com at the Best Western Plus and specified in the booking that it was for 4 adults. When we arrived at the hotel, we were given a room with a single bed. We spoke to the lady at the front desk who told us that they did not have any double rooms available and, in fact, did not have any available when we made the booking with hotels.com back in November.

She said that hotels.com had the same access to their availability as the desk staff at the hotel so they would have been aware. She even printed the booking information for us, showing where we requested a double room and specified 4 adults. We called customer service, could hear someone pick up, but were hung up on 3 times before we even got to talk to a person. When we finally spoke to someone, they said that we were guaranteed a room but not the room type. I pointed out that we booked a room for 4 people and, therefore, shouldn't it be able to sleep 4 people? The CS rep said it didn't matter—they guarantee a room and that is all and that the hotel must have had availability when we booked.

I explained that this was not the case. The rep said there was nothing they would do. After going around and around for 30 minutes, I requested a manager. I was kept on hold for another 30 minutes before someone finally picked up and then told me he could not help me. I asked to speak to someone else and he told me there was no one above him I could talk to and then sat silently waiting for me to hang up. We ended up paying out another $290 for a second room for the night and didn't even get so much as an apology from Hotels.com.

My wife and I booked a room in Nicaragua over the holidays via Hotels.com. We arrived at the hotel close to the water and off the beat and path a bit, to find a nice man telling us there was no room for us (or another party that came earlier on the day also from Expedia/Hotels.com). He went on to show an email he sent to Hotels.com/Expedia, telling them he was full and not to book anymore rooms from 24 hours earlier. He was nice enough to let us use his internet and we sent an email to the last email received from Hotels.com, telling them we were at the hotel, there is no room and someone call me back ASAP.

Several hours later, we received an email from lodgops@expedia.com that said kindly that our reservations were "still good", they just needed to speak to us and left an 800 number for us to call them at. Problem is, there is no way to dial 800 from Nicaragua or from a US cell phone in Nicaragua, so that was work in itself. We finally found a number and way to get transferred between 10 departments to speak to this special department, who is tasked with fixing Hotels.com and Expedia's screw ups. We were also driving around hotel to hotel and city to city to find a room in our rental car while they were "working it out" on their end.

Long story short, for the next 5 hours, we went back and forth and this voicemail from one of their "hardworkers" sums it's all up. Drive your rental car at 11:30PM 83 miles into Costa Rica for a room they wanted to book as a back-up to the one that was full! Later, we got back to USA and it was very hard to get a hold of someone from the corporate office to voice our concerns. They hide behind a bunch of departments that try to hang up, transfer or tire you into submission if you have a bad complaint. We only got a call back when they realized we had a voicemail that shows how incompetent the company is and our intent to put it up on YouTube.

They thought a $100 coupon was fair (to go use again with the professional company) for all the ** they signed us for on our holidays. We obviously thought it was insult to injury and want to tell everyone and anyone what a horrible experience we had and do not spend your money with Hotels.com or Expedia if you think you will mind getting a voicemail like this on your holidays.

I booked a room for today in Playa del Carmen, Mexico through this website. I got to the hotel and they told me that there was no room available and they didn't have a reservation. After an hour of talking on the phone to a guy from El Salvador, Hotels.com company sent me an email cancelling my reservation without my approval. After that, I spent 3 hours on the phone with customer care agents, I didn't receive any solution. The money was taken out of my bank account and was stranded on the street in Mexico, with my wife, in our vacation - talking through my computer to "customer care" agents for the last 3 hours. I talked to 2 different managers in El Salvador and guess what? No solution from them either. Their names: Rachel ** and Jose ** (this guy refused to give me his name). I wrote some more emails waiting for a solution, with no answer. I will take this case to ConsumerAffairs.com since you guys are not willing to give me a solution. I'm reporting you. My case will not stay in vain.

I booked a hot tub room with Hotels.com over the phone. I was assured four times that this room included a hot tub for a special rate. I waited for my confirmation email after being charged for the reservation on my credit card. It never came. When I called back to confirm, they had taken down the wrong email address. I called the hotel to confirm my reservation and was informed that I had in fact, not reserved a room with a hot tub and would have to call Hotels.com to cancel. While trying to cancel, I was hung up on six times in a row. Now I am wondering if my credit card was even credited. All in all, a horrible experience.

I tried to book into Phoenix. I had a person on the phone who I could barely understand, and I am pretty good with accents. I explained that we were coming in the very early hours on Saturday the 10th and that we would need the room held from the night of the 9th. We would be checking out the 14th. Room rates were listed at $105. I was concerned that the room would not be held for us because we were coming so late. I thought we would need to book the 9th and note late arrival. She said no, book the 10th and note early check in. That seemed wrong, but I wanted to see the confirmation, maybe there was a fee arrangement or something.

She had trouble with my name (a simple, one syllable first name, color last name) and email and when no confirmation came, I decided I'd better call the hotel directly and make sure there would be a room for us when we arrived in the middle of the night. Well, no, they were not planning on us arriving until the next day. And name was wrong, explaining why my email and confirmation never arrived.

I would have to book another night in order to stay. No big deal, right? The hotel couldn't change a hotel.com reservation, so I called hotel.com. Guess what? In order to fix their own screw up, they insisted on redoing their whole reservation, at (you guessed it) now higher rates for every day. Even though they still showed $105 as the available rates and get this, the hotel I just talked to showed that the hotel.com rate still existed for the 9th. The new person I was talking to was more competent in the language, but I asked to talk to a supervisor. My connection disappeared.

I made the arrangements for the 9th with the hotel. Incidentally, the advertised $105 rate never materialized. I would have cancelled the entire thing but after reading online, I'm afraid I would never get my money back. I called back one more time to get a confirmation (which I got) and tried again to talk with a supervisor. Connection again somehow was broken off. Never again.

The first thing to ask any hotel when you call them directly is if they use Hotels.com. Second, if so, hang up and go somewhere else. I called the Days Inn in Sheridan, WY to make reservations for next month. The man who ran the hotel reservations never said anything about being part of Hotels.com until I received an email stating the Visa card was charged for the rooms! That same day, I had to cancel the trip and was told that I had to pay for the unused rooms because of no reimbursement regardless of the reason per hotels.com. Let me repeat that I had no idea I was dealing with Hotels.com in the first place, then to hear that a company has such an anti-consumer policy (not helped by using Visa, who is in cahoots with them too). The consumer is totally being ripped off.

I booked a room via Hotels.com toll free number. I spoke with someone directly and booked 2 rooms. No refund or cancellation was ever disclosed to me on the phone until after I booked in my email. Then it is too late. I prepaid for 2 rooms for 2 nights (not cheap)! My travel plans changed and they were not willing to give me a refund. Keep in mind, I called them way in advance to get a refund and they would have filled those rooms no doubt because it was Spring Break. I couldn't travel those dates for personal reasons.

I then tried to call hotel directly. I got the same run around and was told it was Hotels.com's policy, whereas Hotels.com told me the opposite. I called a few days later to see if they would work with transferring dates to the next week, they would with a stiff price, a penalty charge of $150.00 plus the cost of the rooms. I told them my credit card has already been charged for the rooms. Why do I have to pay for them again? All he said was it was "their policy".

I think it is very unethical to charge like this. When I first booked on the phone, this was never disclosed to me. If it was, I would never have booked in the first place in case something comes up unexpectedly. I will never book online again with Hotels.com. Buyers beware.

My fiance, Michael, and I booked a room at The Cozy Inn in St Augustine, Florida for March 9-11. According to their advertisement of this hotel, it does not charge your credit card until you check out. The room was $89 per night. I booked for two nights for a total of $179. The next day, I decided to check my credit card statement to see if some other things had come in, and lo and behold, there was a charge from the hotel for $220. I was shocked and wanted to know what happened. I first called Hotels.com, which needless to say, they shifted the blame to the hotel itself repeating constantly they were sorry and "We understand."

I then called the hotel itself, who gave me the information that they only charged $179 for the rooms and that Hotels.com was false in reporting that they only charged when checking out. I then called Hotels.com for a second time to get an explanation for the overcharge of $41. I was put on hold and then disconnected. I called back a second time and was assured that it will be handled and I won't be hung up on. I was hung up on a second time. By the time I got to the third customer service employee, I was about to scream. I explained the situation for the third time, that they had falsified their website and overcharged me by $41 for a hotel stay. They started to claim that it was the owner charging me a deposit, which was not true because I spoke to them and after arguing with me, said they were calling The Cozy Inn to confirm this claim and to see how much I was charged. I waited on the line for five minutes to have some girl named Roxie tell me they confirmed that I was only charged by The Cozy Inn for $179.

They claim they didn't charge me the $5 service fee, which they barely mentioned but that I was going to have to send them my credit card statement so they could review it. Are you kidding me? So they can really ream my credit card? I don't think so. So, as of tonight, $41 was taken from me with no explanation as to where the money is. I am angry and I want to see this taken care of. There is no reason that hard working Americans should be being taken advantage of by this website. As I have read other articles, it seems like I'm not the only one this company has taken advantage of!

While booking our reservation and trying to use a promo code (rebates12 for $30 rebate off 5 night stay), the online screens were very confusing and it wasn't apparent where to put the promo code until the entire reservation was completed and promo code wasn't entered. I immediately called Hotels.com to explain the situation and ask for the promo code to be entered on my behalf. The first call, I was disconnected so I emailed. Customer service said they couldn't anything for me. I then called customer service again and was on the phone for at least 30 minutes re-explaining the situation to another customer service rep. They again said they couldn't do anything for me. I asked to speak to a supervisor/manager.

As they transferred me, they disconnected our call. I then called back and asked to be transferred to the supervisor but they said they couldn't since they didn't have extensions so I had to explain the situation all over again to another customer service person and then was transferred to their supervisor. The supervisor again said there wasn't anything they could do so I asked to be transferred to a manager and I was told the supervisor couldn't do that as he was the highest level in customer service for me to speak with. I explained that I had never used Hotels.com to book a hotel and I wanted to stay as a customer but I won't if they can't resolve this issue.

I can't believe that the company wouldn't have some way to apply $30 to my account especially since the online screens were confusing and I contacted them as soon as it happened. Beyond disappointed and I will never use them again. I will also tell as many people as I can to stay far away from them. They should not be in this type of business.

I booked a hotel room using Hotels.com and received a confirming email. Two days later, I received another email saying that I did not have a reservation. When I called to find out what was going on, I was told that their computer system was down and I would have to call back later. When I called back, they told me that the hotel that I had chosen was completely full although my co-worker booked a room there by calling the hotel directly and was quoted a lower rate than the rate that Hotels.com had quoted me. When I asked to speak with a manager, I was transferred and after holding for five minutes, I hung up. This is terrible service and I will never use them again.

I would like to formally complain about my experience tonight. Booking reference is **. I received an urgent email on Feb 29th from Loge Ops at 9:22 pm tonight telling me that my four-night booking at my hotel in Miami Beach had to be changed because that hotel is no longer working with Hotels.com. My booking was for the Friday March 2nd, less than a day and a half before the time I was notified. I could not get the hotel I paid for. I spoke with agent 1 and explained to her that my priority was a location on Ocean drive similar to the one I originally had. I received from her an email with a list of four hotels, none of which were on Ocean drive and two of which were at a cheaper nightly rate than the one I had originally booked.

I called again and spoke to agent 2. I explained to her that none of the hotels were comparable to what I had. She explained to me that nothing was available on Ocean drive for the dates I had. At this point, understanding that nothing was available for the dates, I requested that I at least get a better hotel in return for sacrificing the location I wanted. I provided Fonataine Bleau as an example and the agent clearly said that a room was available at that hotel. The agent then suggested the Palms hotel as an alternative that is closer to where I wanted to be. After waiting an hour on hold while the agent negotiated the room rates (and asked me several questions like where do you live, and do I own a corporation, and would I use an AmEx card), I was then told that the supervisor could not approve the rate that the agent had negotiated.

I then asked about Fontain Bleau which the agent said was available and that also turned out to be something that the supervisor could not approve. At this point, an hour and 30 minutes into the call, I was being told that I could not get anything other than the hotels listed in the emails I was provided. Why was I not told this an hour and 30 minutes earlier? The supervisor later explained to me that this was because the agent was trying to accommodate me. Well, the agent and supervisor wasted two hours of my time to tell me that everything they were doing wasn't going to work. My billing rate is $150 an hour so you can imagine that at that point I had just wasted the equivalent of $300.

I finally spoke to the supervisor Courtney from Dallas Relocation. She said there was nothing she could do for me, that it was either one of those hotels or I could cancel and get a refund. Courtney was not willing to put me on Ocean drive and could accommodate me at a more expensive hotel because she said she could not justify it. I ended up calling the original hotel and (imagine this) getting the same room I originally booked but now for a higher price. I had to reserve it directly without going through Hotels.com so I called Hotels.com and got a refund. I was offered $100 coupon. I am completely dreading the idea of dealing with Expedia or Hotels.com again in the future.

I am requesting $300 worth of my wasted time and the inconvenience of cancelling my room 36 hours in advance without providing me a comparable option (which you said you would do in your urgent email to me). I ask that you kindly take my request seriously as I plan to post the response you send me on a travel blog with thousands of daily visitors.

Poor customer service - Calling is futile. When you have an issue with Hotels.com, you call customer service and get a call center that is in South America. The reps are reading from scripts and are very difficult to understand. If you ask to speak with someone from the USA, they refuse. So when you give them your money and are relying on their "hype" in advertising to be reputable, you cannot count on this company to truly help you if you have a problem.

I booked my reservation to a Hotel in West Virginia on hotels.com and was charged $109.00 per night for the hotel room. When I checked into the hotel, the hotel price at the desk was only $69.30 per night. I asked the hotel manager about the difference and he said they have no control over what hotels.com sells the room for.

I needed to extend my stay and was charged by the hotel, $69.30 for the additional night. Once I returned home, I contacted hotels.com and they informed me that the hotel was wrong, I asked why hotels.com was charging 30% more than the actual hotel and they hung up on me. I called back and asked to speak to a manager regarding the price discrepancy and was hung up on again.

I called a third time and asked for price-match guarantee and was informed that since the stay had already occurred, I had no recourse. I will never use hotels.com again and I travel extensively.

I booked a room for one of our truck drivers doing a job for us in Victoria BC. I had 3 requirements that I needed to be met: 1) pet-friendly room, 2) downtown, and 3) space for a larg truck to park. The lady repeated back like 10 times what I requested to almost the point of annoying. She even put me on hold to talk to the hotel directly the Howard Johnson Inn and confirmed all requirements can be met. This was for Saturday, February 25.

On Monday morning, the 27th, upon returning to work, I was advised that my driver checked in to the hotel pretty late as he was working and the hotel said his reservation was not a pet-friendly room and they have some but our reservation was not; those rooms were booked . He had to lock the dog up in the truck; people were complaining the dog was going nuts in the truck (for which I don't blame the dog). My driver had to end up sleeping in the truck to quiet the dog and not upset people around., This is ridiculous!

I called on Monday to hotels.com to complain, and she began to say it was the hotel error and asked if the hotel compensated my driver. No, they did not. She began to blame the hotel, as they have it listed as pet-friendly, for which I advised that's great but the room they booked for me was not what I specifically asked. They put me on hold and came back with a $10 return to my credit card. Is that a joke! That is awful; this was such an inconvenience. I told her to speak with her manager as this would not work for me.

She came back and now said why I did not call them the night of check in. The driver got in late and he is again just a driver doing work for us; my self working in the office makes the bookings. I told her to get another supervisor, and after about another 20 minutes, the manager said the best they can give me is $14 off! I will never book with them again. If someone repeats to them over 5 times and they repeat back confirming 10 times, how did this reservation go so wrong?

10 days visit 12/23/11-01/02/12 - Upon my arrival into the suite, I checked things out and determined right away a defective ice maker. I made a report to the front desk and I was told to come to the front desk for ice. I needed to make a total of 3 reports, two repairman visited the suite answering the trouble report, but no repair was ever made. Christmas day, the rental car failed. The rental company took responsibility for a room since they could not get me a car replacement. I told the suite hotel this information, they responded by giving me a room with separate billing from the suite I already have but at checkout, I was charged additional money even after I had prepaid for the single overnight. I told this to the supervisor who checked me out, but at that time, I didn't have time to debate. I needed to get to the airport.

I allowed my credit card to be charged because I didn't want to be detained. I called the management back after my return home and told the information I had that the management was unaware of. My credit card was credited. Also, I told the management the ten days without ice in my suite. I've since talked to customer service filing an executive complaint. I was assured to expect an answer within 7 to 10 business days and that didn't come. I'm still waiting. I'm most discouraged with this type of service.

I booked a hotel room with a quoted price that included all taxes. Upon checking out, I was told that hotels.co.uk was wrong and that the tax (over $50) was not included. I was to take up the problem with hotels.co.uk and get a refund. That was October 2011. After numerous phone calls and emails, I still don't have a refund. I provided all the documentation hotel.co.uk (and hotels.com) requested.

I tried to book a hotel in hotels.com website, I have entered my credit card details and hit the submit button, but never got the confirmation page on the screen. I did this 3 times, but no confirmation page on the screen. Internally, it was booked, the hotel sent me an email later. I was under the impression that the hotel is not booked and walked into another hotel, but my credit card was charged by hotels.com with out the confirmation page on the screen.

If I don't get a confirmation after clicking the submit button, why would I think that the hotel is booked and why would I check the email. My booking confirmation number: **, which I got to see in the email later. After calling hotels.com call center guys 6 times, they are not ready to refund this money, they have put me on hold for 90 minutes and eventually dropped the call. Their mobile application and website suck, I won't do business with hotels.com again and would advise all my friends to use other travel sites or call the hotel directly.

Price Match Policy is worthless! I had been a long time customer with Hotels.com. I found a reservation for three nights in Sydney from Orbitz that was a good price. Since I normally used Hotels.com, I called them and their representative said they would match Orbitz's price but that they would have to charge me the full rate and then issue me a credit for the difference which was almost $300 dollars. They switched me to the Price Match department who told me that they couldn't match Orbitz's offer because the amount of difference was too large. I then tried to cancel the reservation and was told it was non-refundable. After about 2 hours on the phone, the hotel agreed to issue me a credit.

I called Hotel.com Corporate office to complain about the poor service and the woman I talked to was so defensive that I gave up. I'll never use Hotels.com again and would suggest that you do the same. Their price match policy is a complete scam and based on my response of the corporate office representative, they are not a service oriented company.

We booked a hotel that hotels.com advertised as having an indoor pool. When we checked in, we wanted to go immediately to the pool but was told by the hotel staff that the pool had been broken for months. The clerk said that they had informed hotels.com, Expedia and other entities of the situation. The clerk said, she had personally called hotels.com and Expedia and also had fax confirmations about the pool problem. We spent over an hour on the phone with hotels.com trying to get a percentage of a refund and were only offered $10.71. I do feel that we should pay for some part of the room, but not having a pool was a deal breaker. We depended on the pool for recreation during our stay and had to find other things to do which cost us more money that we intended to spend.

We could have stayed at another hotel also, if the sales agent had not verbally advertised the indoor pool for this hotel. It was difficult communicating with the customer service agents due to their strong accent, so I am sure they did not understand my concerns completely. I did get an address to write to hotels.com (10440 N. Central Expressway, Dallas, TX 75231). I hope it is correct. I will be sending a letter to request for a larger refund. I don't think I will use their service again if I don't get a fair response.

"Price Match Guarantee" is complete nonsense!

What's the point of the "price match guarantee" being eligible only before (i.e. during) cancellation period of the specific hotel in question? During the cancellation period, you can always just cancel and make the new reservation with the lower price found. Hence, there's no need for this type of "price match guarantee"!

My stay at the hotel is in 2 days time, the cancellation period ended yesterday and today I found a 20% lower price for the same room/hotel/dates. I asked hotels.com to credit me the difference, but their response was: "We are only able to match reservations that are still eligible to be changed or cancelled." This is clearly not a "guarantee", being able to change/cancel a reservation during the "cancellation period" is something the consumer does not need a "price match guarantee" for as he/she can make the change themselves without hotels.com useless "help"!

I am appalled that in this day and age, where consumers can have a price match on items (such as clothing) after they were bought, that this type of stupidity still exists. Hotels.com should be ashamed of themselves for misleading the public.

Hotels.com is a total scam, particularly their price-match guarantee which is a lie. I made a reservation two days ago through their site and found a much lower price today on the hotel's site. So I called Hotels.com for the price match. After 45 minutes, mostly on hold, I was told they would not match it because there is a cancellation penalty on my hotel. They claim it is the hotel's cancellation policy, but I called the hotel who confirmed it is Hotels.com's policy. Total scam. I'm done with Hotels.com and advise everyone to stay away.

It's the Days Inn Anaheim 2200 S Harbor Blvd. It was the worst night in many years of motels. I booked it with Hotels - could not get refund. It was the low cost room until we arrived and then the price went up! We paid extra for beds on first floor - no elevator - charge was $25 They say pet friendly - extra charge was $25. Hot tub was lukewarm and the pool was icy cold. Room was smelly and dirty. Lobby coffee was cold. Water in sink would not turn off. Terrible motor was running all night. Trucks came in all night with diesel and smell. People were walking above us all night. There was a very unfriendly desk guy. Pillows were lumpy. Beds were uncomfortable. We had minimal breakfast. It's not worth spending $100 per night. We will go elsewhere from now on.

I've used Hotels.com 3 times. The first two times, I tried to cancel my reservations and the site would not comply. So I just cut the loss. This 3rd time is the final straw. I stayed at Sofitel Miami. I first tried to call the hotel before I booked my room to find out if the event I was attending was even going to be held there. After 3 days of hounding the very rude staff that either claimed to not know, would hang up, or claim to now speak English (I noticed this was common in Miami; people claim to not know English, even workers at the Airport), I did get my answer.

I called to book my room first with the hotel and they gave me 5 different prices. So I went to Hotels.com. I booked the room and no problem, at first. I arrived at the airport and the shuttle was 2-3 hours late! I could have walked to the hotel in less time. Staff was rude when I arrived. Even other people were ticked off. I stayed at this hotel because this is where the event was held. I had a bad feeling from the start and had no other choice. I had a bad experience with the hotel. I've never had such a bad one at any hotel before.

Hotels in Europe had better service and never claimed to not speak English. In my own country, I've never heard so many workers say they don't speak English. I called Hotels.com to complain about what happened. The room was, yes, clean and very nice! I had eaten at the restaurant. So far the service was great until I got food poisoning. I complained about it and they did nothing to try and fix this problem. They told me to go buy Pepto in the gift shop! Go buy! They didn't offer a refund on the food, or to replace it or help.

I tried to complain and the staff would just run behind the doors and not come out or have a lie or excuse as to where the manager was. I'd ask someone and the staff would say they would get someone and never did. There were other upset guests as well. I am not complaining about the room but the service.

You run a hotel in the USA and half your staff claims to not know English or runs away like a dog with its tail between its legs. I told my complaints to Hotels.com and they won't do a ** thing! No refund. I am contacting the BBB tomorrow and my bank to file a fraud. Anyone have any advice as to how I can get my money back from this rude service from Hotels.com and the hotel? Thank you.

I'm sorry so many have had such a bad experience, I know for a fact I will not go back to this site unless they give me a refund.

I canceled my booking (ID **) on January 15, 2012, that was five days before my arrival, and did see the page "Cancel your booking" completely with the line "We will refund the amount due (according to the hotel's cancellation policy) to your card within 14 days. However, I was still charged fully and the staff answered me on phone that the reservation was not cancelled (15/2/2012).

Please help me to solve this issue and help me to get money back AUD 253. Thank you and look forward to your reply.

We booked a smoking room at La Quinta Inn (New Britain, CT) as my girlfriend and I wanted to enjoy a nice evening (it's winter) and we are both smokers. When we got to the hotel they put us in a non-smoking room even though I booked the room a week in advance. They informed us all the smoking rooms were booked so we would have to deal with it. Then at 4am the fire alarm went off and the building had to be evacuated. The alarm continued to sound until after 6am which prompted us to leave the hotel room as we were supposed to be leaving at 8am anyway. We contacted hotels.com for a refund and they were un-willing to do so. Every time we called, we were placed on hold for at least 30 minutes, and even sometimes they wouldn't take us off hold. I will never do business with the hotel or hotels.com again.

On 9th January, I made a booking on 6th and 7th of Feb to Hotel Sahara in Batu Caves, Selayang through Agoda.com. When I went there, the receptionist told me there is no room, only available to those pay personally. As for your info, I already paid the company online in full. After much argument, they gave me a room but later that night as guests are coming, they asked me to go out of the room. It was almost late night and I was having a kid with me. The Hotel Sahara staff threatened me. They said the police are coming to chase me out. What a humiliation for me as I am not staying there for free. One of the housekeepers told me why I paid online. I told her people are paying online now. I have to go out with much humiliation and I have to spend the night in another hotel room which cost me a lot. Please reply.

On February 3, 2012, I called Hotels.com and got Abbie in the Philippines. I needed a room at The General Francis Hotel in Virginia for the 4th of February. Abbie confirmed a room with 2 beds for $80.00 including tax. I called the hotel while on the road to let them know we would be there in an hour and they had a reservation for 1 bedroom and there were two of us, women, who needed two beds. The hotel wanted $175.00 for two beds. I was very upset and spend 1 hour on the phone with all the Filipinos and managers and they got the price down to $135.00 and offered a credit of $60.00 for my next booking.

I am disabled and on a limited income. I also had no intention of using Hotels.com again. That was all they could do and the hotel would not cancel without 24-hour notice. When I got to the hotel, the manager there would not go any lower or cancel so we could go somewhere else. After arguing for 30 minutes, she gave us the 1 bedroom and put a roll-away bed in the room. We got our price but the whole thing was very aggravating.

Every time I have tried to contact this company in any way, I have been stopped. Either no one answers the phone or I get a generic email telling me they can't help me with air travel. I was not travelling by air. My query had nothing whatever to do with that.

So I tried an email while I was still waiting for someone to answer the phone. They put me on hold and after 20 minutes, I hung up. I'm sure they had no intention of answering. What happened was when we arrived at the Kamloops Travelodge Mountview on June 3rd, having driven 8 or 9 hours, we discovered that contrary to what we were told, there were not three separate sleeping arrangements, i.e. three beds in the room reserved for us. This was imperative and I had explained that to the person who booked it at hotels.com. We ended up paying for two rooms due to this error.

At that time, after a half hour of being on the phone in the hotel lobby and being disconnected time and again by hotels.com and going through different people, we finally spoke to someone who said although they could not pay for the room we had, hotels.com would give us a credit for a hotel room in the future. Although I have asked them to email the confirmation of this offer, they have never responded and it is near impossible to talk to anyone. I am so tired of getting ripped off.

I booked a hotel in Palm Springs for February 3-5, 2012. My daughter/traveling companion had something come up at her job and could not get time off. I canceled our hotel reservation through hotels.com and was charged full price! No refund! I canceled the room one week in advance -- on January 28. I canceled my car reservation which I made on Expedia.com and was charged absolutely nothing. Hotels.com is a total ripoff. We all know the money they kept certainly won't go to the hotel.

I needed a room fast tonight and the room I booked didn't exist and this is the second time this has happened! I'm so through with this site! I attempted to cancel and they have now say that I have to wait to see if the hotel manager will allow me to cancel and I need a room now. I'm pissed!

A booking was made via hotels.com in October 2011 for the Grosvenor Hotel Victoria London for one night on a no refund, no exchange basis (best offer available on the internet). The reservation was confirmed by hotels.com which said my credit card would be debited on check-out for 129,00. Taxes and charge would be zero.

Unfortunately I had to cancel my trip at the last minute and I knew I would be debited for the full amount of 129,00. I have no problems with this as I accept the rules of a no refund, no exchange reservation. Surprise, my credit card was debited for 154,80. and not 129,00 with zero taxes and charge, as confirmed in black and white by hotels.com. I was curious why there was an additional charge of 25,80. Two international telephone calls to the Grosevnor only resulted in a referral to hotels.com. Two international calls to Hotels.com resulted in zero results. They had to contact the hotel.

One letter by me to the Grosvenor resulted in no reply. Second letter to the Grosvenor resulted in finally informing me that the 25.80 was a tax (VAT). Again, they threw the ball back into the court of hotels.com. It's not the amount of money that is the problem for me, it is the principle. I feel that hotels.com offered me a not to be beaten price on a no refund, no cancellation basis by hiding the tax and by having the cheek to tell me in black and white that no tax, no charges would be made. I think this is called cheating and robbing a customer to make your money.

The Grosvenor Hotel must know what hotels.com are up to with this trick but not worried about their name being blackened. Filling up rooms must be more important to The Grosvenor rather than long-term customer relationships, repeat business and good reports being given by happy customers. I was cheated of money by two big names but I have the (two) last words. 1) I will never use Hotels.com again and never stay at the Grosvenor again, and 2) I am sending the file to a consumer association in London and if necessary, I will spend money on legal assistance to have them reported and to recover the 25,80. I don't like being cheated.

I have used Hotels.com over the years and feel that their ethical standard has slipped. Felt it my obligation to warn others. First, the representative told me that there was no discount for AARP or AAA for the hotel that I reserved. He then told me that the rate had already been discounted 10%. Both of these were untrue. You are better off calling the hotel directly. I was tricked by there 866# which was answered in Central America by representatives with accents which made it difficult to understand. As others said, they seemed to be reading from scripts to bottom line, tell you that they were going to do nothing to correct the situation. Very unhappy. Victimized and overcharged by Hotels.com. Their early on business profile of helping customers find the best rates available in the market has given way to a profit grab at the customer's expense. I will never use Hotels.com again.

I booked a room with Hotels.com and called the day before to cancel. I was told there would be a "100% fee" for cancelling less than 48 hours before check-in time. I was not about to cancel, pay the "100% fee" and have them rent out the room again, so I told them it made no difference whether I cancelled or not. Once I checked the confirmation, I found they had lied to me stating it included the cancellation notice, which it did not. Calling back, I got the same script read to me, word for word by someone that was very nice, but obviously trained to read verbatim the script the crooks told them to.

Hotels.com has a price guarantee, so they say. They charged us $83.68 (including tax) for a room that was $58.78 (including tax). That is a 42% increase in the room rate. While I know they get a cut off the price, they were way overcharging and were not willing to work with us or lower the price.

This was my 3rd time booking through Hotels.com. I had been pleasantly surprised the first two times so, as I was boarding the plane to Barcelona, I trusted that I could book a reasonably priced hotel before take off. My husband did not want me to book the hotel before we boarded the plane since this was a last minute trip.

I searched for hotels within 0.5 miles of Barcelona City center. I showed the results to my husband and his co-worker and they agreed on a hotel which I then booked. Upon arrival, we took the bus downtown to find our hotel. Once got to the downtown, we stopped at the tourist information booth to ask for directions to our hotel. We realized something was wrong when neither of the information guides had heard of the hotel. Needless to say, our downtown getaway turned out to be 26+ km outside of the city center.

I contacted the company about the issue and was told not to cancel and request a refund through the hotel if I wanted to receive a full refund through Hotels.com. I was never contacted again and when I emailed the contact email address, again I was given a generic call in number (which costs way to much long distance to ever actually dial)

Based on the apathetic disposition of the company to rectify the problem and the two large bits of misleading information that I was given, resulting in a waste of $160 plus, I am never booking with them again! This is a shame and poor decision on the company's part since customers are the best form of free advertising a company can have. It takes 15-20 happy customers to cancel out the damage done by 1 angry customer.

I notified Hotels.com that I would make their actions known if this was not dealt with. Future consumers beware, this is not a reliable or trustworthy company.

I booked a room for a trip to Iceland, but the flight was canceled due to weather here in the states. When I booked the hotel, one of the bullet points said I would be able to receive a refund. Upon calling, I was told this was not what was in the fine print and I would not receive anything, but to call back so they could ask the hotel and "negotiate on my behalf".

I was put on hold for 20 minutes, just to have the person come back on the line and say they could not reach anyone! I was then offered a partial refund but was told to call back again, (mind you this was my 6th call after being hung up on 3 other times and being told to call back the other 2). When I called back the 7th time, I was told there was nothing in my records about the refund and that there was nothing they could do. I talked to a manager who said the exact same thing. They care nothing for their customers. Please tell anyone you know not to use this service!

Never again! This is the worst customer service experience ever. I made a complaint that resulted in 3 emails asking me to wait while they escalate the issue asking for 7 days (I gave 10), then they asked for 3 days (I gave 20) and a total of 50 days with no resolution and me having to go to fair trading to make the complaint. It's pathetic, and I urge people not to use their service!

I wish I read some of these reviews before booking on Hotels.com. I booked a room in Orlando and entered the promo code "WRYOFF" to receive $28.73 off my booking. Needless to say, they charged me the full amount of the room and would not credit me for the promo code entered.

The only reason why I used this site was for the misleading discount offer. It has been 3 months, 10 emails later, and I keep getting the same canned response that a "promo code must be entered at time of booking. " I sent them the screen shot to prove that I did indeed enter the promo code at the time of booking and still nothing! Beware of this site, they truly do not provide any type of customer service. Horrible!

Reserved room at Golden Nugget (Las Vegas) for two nights through hotels.com on Dec 6, 2011. Found I could not make the trip, called to cancel reservation Dec. 8. Printed form shows reservation canceled that day and promises refund ($199.82) within a maximum of 14 days. Credit card statement shows charge billed by hotels.com Dec. 6. No further activity (no refund). Jan. 19, 2012, I contacted hotels.com to ask about refund. After being placed on "hold" several times (to "check resources" and "call the hotel") the refund was promised to be processed within 72 hours. At one point, the agent asked me the reason I had canceled. I told her that was none of her business and had no bearing on the promised refund. When I asked "why? " the refund was not processed as promised, she continually skirted the question by blaming a "system problem."

I would think long and hard about using hotels.com again. First, I do not feel it is appropriate to charge a complete reservation fee to one's credit card immediately (Orbitz does this, as well). If you have made a reservation for a lengthy stay, you may be billed hundreds of dollars far ahead of your visit. Second, it is obvious hotels.com does not follow through on its promises of a refund. While the statement provided states, "All refunds will be made to your credit card within 14 days" that, in this instance, was a lie. The fact I had to spend over a half-hour on the telephone to receive yet another promise of my refund demonstrates that quite well.

Hotels.com is a criminal organization. I booked a room and showed up from a long travel day to a hotel room that smelled like smoke and was disgusting. Unlivable. I left within 30 minutes and found a new hotel. When I tried to get a refund, they wouldn't do it. Do not ever use hotels.com. The customer service is in Central America and they could care less about you.

Don't be fooled by their "price match" claim. I booked a room on the website, hotels.com. Then in the afternoon, my wife found the same room for $61.00 less. Hotels.com said the price match did not apply because it was a "seasonal sale" by the hotel. What a bunch of lies.

We are requesting www.hotels.com the refund of our money for the worst hotel we have ever visited. We wrote to hotels.com, and they have not replied. The employees at the Continental Hotel stated that they know the hotel is horrible but that they could refund the money because we did not pay to them but to www.hotels.com. Our stay at that the Continental Oceanfront Hotel in Miami Beach was a total nightmare. The room door had a hole as if it had been violated. And there were no towels, no pillow covers, and no coffee maker; and they have dirty sheets with holes. The bathroom was disgusting, the worst we have every seen. Carpets were dirty and smell terrible. We could not sleep a minute.

Thank you for your help with this complaint.

I spent 1 week in Scotland and I booked all the 7 nights with hotels.com. For each night spent, you have 1 night "welcome reward" point, and when you reached 10 points you have one night for free. Hotels.com did not credit my account and I spent tons of emails without any consideration or part of an answer. Customer service is very bad and slow to answer. I will not use it anymore.

I performed a search for 3 adults in San Francisco. A nice looking room showed up and I booked it. I felt comfortable because Hotels.com has a huge banner that says "No cancellation fee" and in the room description it also says "no cancellation fee" as its main benefit. I booked the room and when I printed the receipt, I saw that my hotel is not in San Francisco and only accommodates 2 adult males (2 beds). I called within 5 minutes of making the reservation and was told that the hotel has a cancellation fee of $130. I explained that we cannot stay there and it is not in San Francisco, I made the reservation less than 5 minutes prior and there is a huge banner that leads the consumer to believe that you can cancel with no cost and the Hotels.com representative said there was nothing they can do.

Hotels.com is deceptive in stating that they do not charge their customers for cancellations. They absolutely do. Their legal disclaimer is that they charge because the hotel charges, but that is a lie. If I had booked directly with the hotel, I would not have been charged. They charge one night regardless.

Hotels.com stole my money and charged me a cancellation fee of $103.24, even though the hotel I booked with did not charge for cancellations. I will never book anything again with them and would recommend all others to avoid Hotels.com altogether.

Do not use them! We just made two reservations for two adjoining rooms for Feb. 4th for a hotel near Mohegan Sun in Ct. When the confirmation arrived it was for the 5th. We called to correct and they said the rate went up $75.00 per night per room! I called four times until I got a supervisor who offered me a $50.00 credit by email and I may not get it for 72 hours. By then the room won't be available. This is **. What a scam and Vijay ** is a horrible representative of Hotels.com. We are left to get another room at a different hotel and called the hotel directly and will never use Hotels.com again! They suck.

I had booked a 2 nights hotel stay with hotels.com in Hyderabad, India. The booking assured me that no re-confirmation is necessary. However, as I was travelling a long way from base with small children, I called up the hotel on December 27 to confirm 7 days after the booking. The hotel said that they had not received any booking for me or even a mail requesting a reservation. They also said they were already over-booked for the dates. I called their India call center, which confirmed the same and said the best recourse for me was to request a refund to be processed in around 10 business days.

In 7 elapsed days, not only was there was no attempt at booking for what had already fully charged, there was neither an effort to follow-through on the promise of no re-confirmation is necessary. If hotels.com is not able to fulfill some bookings online, it should state so explicitly and not pretend otherwise. It can at best take booking requests and fulfill and charge them offline. It is at the moment misrepresenting facts and abusing the faith of consumers. The call center did not create a trace of this serious failure and made this look like a normal cancellation. I could still see two rooms available on the website for the same hotela day after I found about the overbooked hotel. The call center made no effort at resolving my problem. I have had experiences with other Indian travel portals who have intimated me of their failure, offered refunds, upgrades or alternatives. None was forthcoming from hotels.com. Are 10 business days needed to reverse the amount charged to me instantaneously? It has still not been reversed, which after all was due to deficiency of service from hotels.com.

I booked a room through hotels.com for my wife arriving at 2 am to Charlotte. I picked a hotel near the airport since she does not see well at night. Before the confirmation came in my power was out but I had the address for the hotel from the website. She drove around for an hour until 3 am; when she was so tired she took the first room she could find.

The next morning she found the hotel I had booked but it was under construction not scheduled to open until the spring and the confirmation showed they had moved her to a hotel by the same name on the other side of town. When I called customer service the first two agents put me on hold and never came back; the third agent trying to help me took close to an hour before he said they would not make a refund since she was a no-show. I explained that it was not the hotel's problem but theirs since they published a hotel on their website that was not even built. They still refused to refund.

I booked a gift for my daughter for 2 nights at Niagara Falls, Victoria Street, Ontario, Canada. I asked for a pet-friendly room and they put me on hold and came back and said it was available at Howard Johnson. I paid in full on my MC. When my daughter arrived a day later, she was told by HJ that she would have to pay $20.00 for each pet (2 of them) per night and an extra $100.00 for damages even though housekeeping was called and verified no damages! They kept an extra $208.00 for parking and pets.

My complaint is: I was never informed by Hotel.com that the HJ charges for pets or parking. All hotel.com wanted was their commission. I wrote but no response. How sad!

I called earlier and spoke with Michael regarding a reservation for May at a particular hotel for 80 dollars a night. Michael informed me no charges would be applied to my credit card until I checked in (which is false) and that I would be receiving confirmation shortly. Concerned after not receiving email confirmation, I called back and was informed that I was booked for a different hotel in January and if I wanted my original hotel in May it would be much more expensive. I was told there was nothing they could do to rectify the situation and to next time book through the website rather than on the phone. I also never received confirmation of a refund (checked my spam email, nothing there) I will never use hotels.com again.

I attempted to book a room at the Thunderbird Lodge in South Dakota. I was not able to get a confirmation on the website after booking as received a message "our system is down, try again later." I then verified on my account info that there was no reservation and there was no reservation. I also did not receive a confirmation email that is sent with every successful booking. I waited until later and then I tried again. I again received the same results. We arrived at the hotel, paid cash (I have the receipt). Several days later, a charge of $112.84 appeared on my bank statement. I have tried for almost two months to resolve this issue. They agreed there was a problem with their system, but to date I have not received my refund.

Horrible. I booked a room at the Ramada near Universal Studios through Hotels.com. I paid about $140.00 for Ramada. It was late and my husband went to check in with our son and they were told that it was under construction and that they couldn't stay there. The Ramada personnel sent my husband and son to the flea bag hotel also listed with Hotels.com by the name of Floridian.

I called Hotels.com after speaking with my husband and him complaining of flea bites from his stay that's when I found out what happened. I called hotels.com and they offered me a $40.00 credit, which was crap because I looked at the hotels.com website and the room rate at the Floridian was 55.00 per night. Math isn't my strongest subject but $140.00 minus $55.00 equals $85.00 dollars. In my way of thinking Hotels.com is stealing from me, not to mention the false advertising.

I booked 4 nights with Hotels.com at Hilton hotel. I found out that hotels.com did not provide reserve confirmation to Hilton hotel after I arrived at the hotel. So I waited at the lobby for more than one hour before hotels.com provide the confirmation to Hilton so we can get to our room. Hilton front desk assistance told us that hotels.com always make the same mistake by not providing confirmation to reserve any room. Hotels.com also do not honor 5% Cashback bonus if you make your shopping at www.shopdiscover.com which they cheated off every customers that they had. I will never do business with hotels.com again in my life. Worst experience ever.

I book a room with them for Waterbury, Ct to stay Christmas Eve to Christmas day. They charged me $121.18. I looked on my debit card and the hotel charged me also claiming the credit card Hotels.com gave them was denied. The hotel I stayed at charged me $82.00. I am hoping to get a credit back.

I made a reservation with Hotels.com on Dec 4. I canceled it on Dec 8. It was only later that I found they had debited my credit card without informing me of this. When I called to cancel, they said I would be refunded in 6-7 days. It is now Dec 19 and the charges are still on my credit card. I have called my credit card company to dispute the charges. This is, at best, shady dealing and, at worst, fraud.

I required assistance with either changing or cancelling hotel reservation. Apparently, the hotel may be sold and upkeep has terminated. This includes uncleaned/unkempt rooms and poor food offerings. Today was the last day to cancel reservation and I asked for assistance to have Hotels.com contact this hotel. They refused to assist and I asked to speak with the manager. I was put on hold for 18 minutes and then transferred to a FAX machine. Do not risk booking your reservation through them. Use another booking site.

They failed to make hotel reservation, saying they were having computer glitches. After numerous attempts, I told them to cancel any reservation they had made. They confirmed they had. I checked and they'd made 3 charges against my credit card. I called my bank the next day to verify that they had contacted them to reverse all the charges. They confirmed that they had received a fax requesting the cancellation of pending charges. Today I was going over my credit card statement for last month and there is a charge for the room that had been posted and paid to Hotels.com. This is fraud, plain and simple.

I booked Intercontinental hotel through Hotels.com in May 2011. Hotels.com did not put the confirmation number in the booking so I did not get the room but already paid to Hotels.com. When I asked Hotel.com for the refund from June,2011, I suffered through 26 phone calls, 40 minutes for each call. So far, Dec. 4th, 2011, I still have not got refund yet. They kept saying that they would process the refund. They are liar. Itinerary#xxx(xxx), amount $244.33.

I was trying to get away for the weekend and so I booked a hotel room in Stuart, FL for 3 days and it was for 179 a night. Anyway, some friends decided to come with us and book a room at the hotel. When we got there and my friends booked the room, they got it for $95 a night and got a better room than us!

I am never going to book a hotel room from hotels.com again! I thought they had their prices guaranteed!

I made a reservation online, but I never received a confirmation. I called Hotels.com and they said it did not go through, and to make a reservation over the phone just in case. I said I would, as long as they would credit me if it was double booked. The agent assured me he would. When my husband got to the hotel, they told him there were two reservations. So I called Hotels.com the next day, to get them to refund me for the second charge. They gave the run around, and said they would only do it as a last resort.

After several calls demanding to speak to a manager, they said they would credit the double booking. Then I looked at my bank statement, and I was charged three times for the room charge. I have called 6 times, and I am still getting the runaround. They are telling me they have to talk to the hotel, and the manager is never in. They cannot call me back, and say I have to keep calling back. I am still on hold for over an hour, after the 6th call.

I booked a room from 12-19 to 12-25. After booking, I found multiple websites having rates with no conditions for $9 per night less. Hotels.com refused to honor their price match guarantee. Hotels.com price match web page says: "The hotels.com Price Match Guarantee protects your pocket book and takes the worry out of booking a hotel room. After you book with hotels.com, if you find a lower publicly available rate online for the same dates, hotel, and room category, we will match the price and refund you the difference."

Plain and simple words there. No "ifs," "ands" or "buts." No exclusions. They refused to honor the price guarantee "because it was a non refundable booking." Not only were the other web sites rates lower but they have no pre-payment and have full cancellation. So I lost a total of nearly $54 by booking with hotels.com.

I reserved 2 rooms for 3 nights and told the agent that I would be leaving a master card # so they could withdraw only a deposit. The girl said, "No problem. I can do that." She lied. They withdrew full amount. Upon arrival at hotel, it looked deserted and we almost busted our wheel in driveway entrance (dark, no lighting and pot holes the size of swimming pools ). We seemed to be the only ones there, didn't take too long to see that it was dirty, carpets smelled, mildew in washroom and air vents, total nightmare. Asked for non smoking (smelled like smoke and all of the above).

Their cancellation policy is also a fraud . We tried to cancel the last 2 nights 48 hours notice. They said all that was required was 24 hours notice. Still declined refund . Left hotel, had to go elsewhere. Contacted hotels.com and was jerked around to several agents. Had to keep explaining over and over again and their promise to call us back was a lie . Finally spoke to manager, wanted to give me a 10% off on one night. Told him I was going to take it up with my credit card company.

Hotels.com is a fraud ! They lie and give false info. You speak to agents with heavy foreign accents and feel like you are getting nowhere. One guy told me, "Please call us back at 2:00 your time." It's 3am over here. I figured they are overseas. Do not book with hotels.com. Stay away from Clarion hotel in Ithaca, NY.

Hotels.com does not honor their price match guarantee when a coupon is applied. On Nov 17th, 2011, we booked a hotel in San Antonio for Saturday thru Tuesday. The rates were $189.99, $144.99 and $144.99 respectively. We also had a ten percent off coupon that we applied to the total. On Nov. 25th, we found the same hotel room for $159.99, $144.99 and $144.99 respectively. I called Hotels.com to get the price difference of $30 on the first night. They said because we used a coupon the price match didn't apply. I asked to speak with a supervisor and he gave me the same excuse. This is just another gimmick they use to avoid paying a price match guarantee. The Saturday night room was $159.99 on both their site and Expedia irrespective of the subsequent 10% discount. Be aware of these tricks. I will never book with hotels.com again!

The hotel that we booked through **** had canceled our booking and **** never informed us about it!

I reserved a hotel through Hotels.com. The hotel scenery that you saw on the website, was not as shown. The area was surrounded by a junk yard on one side of the hotel, and on the other side was car repair shop, with men hanging around the shop. This area is not safe for women and children. Gang graffiti is on the buildings, and unsavory characters were driving through the parking lot. I called Hotels.com to complain. I was told by customer service representative that they didn't check the actual areas of the hotels. They just accepted the pictures they received from the hotels.

I think that is totally irresponsible on the part of Hotels.com. Also I was told, due to the nature of it being a holiday (Thanksgiving), there were no other places available. I think this is unfair to consumers who are relying on them to have a hotel that looks appropriate, and help the consumer to, at least, feel safe and show things exactly as they appear. The hotel I am staying is the Sheridan Hotel, which was formerly Best Western. It does not give that information on the website either.

I feel that $160.00 a night was too expensive for a place located in a place where a person could not feel safe, especially for unsuspecting tourists. I felt deceived by the hotel management, and Hotels.com The room did not look as it appeared on the website, and the hall carpet was not cleaned, and the elevator was dirty. The bottom line, I was deceived, ripped off, and vulnerable because they did not offer me any other resources.

I made a reservation through hotels.com and over the phone, they advised me there was a 48-hour cancellation policy. I called to cancel three days before my scheduled stay, and they informed me I would be required to pay the first night of my stay. They had not explained this over the phone. I called the hotel directly, and they said they would refund the entire amount. I called hotels.com back, they called the hotel to confirm the full refund, and they indicated they would refund my card. This was more of a hassle than it should have been. I will never use hotels.com again for any reason, and will try to deal directly with each hotel when making reservations.

In Nov 2011, I booked a hotel for one night at Hotels.com. When I arrived at the hotel, they told me they did not have my name for the reservation. I called Hotels.com, and the problem was not simple. Apparently Hotels.com, has to book their reservations using a "hotel website". They did not do it. They faxed some information to the hotel, but Holiday Inn express Tyler, refused to take only the faxed papers.

In the end, I had to spend 2 hours with my 2 little kids, waiting in the lobby. Hotels.com did not want to cancel my reservation, and wanted me to pay a "penalty". After 2 hours, Hotels.com gave up and they cancelled my reservation. I was refunded. After 2 hours of waiting, I had to go to another hotel. The situation is that, I will never book a hotel using Hotels.com. My responsibility is to book online, and pay my bill. I should not be calling costumer service to beg them to pay for the night. That is not my job as a costumer.

1. Hotels.com charged me a $165 fee for an extra person. I was only traveling with my wife. Called their customer service, they could not understand why this charge was made. The man I spoke with was very nice. 2. Hotels.com offered a 20% discount for spa services. The hotel had no idea what I was talking about.

3. The indoor pool at the hotel was broken during our 4 night stay. No one told us this at check in or via e-mail. This was an expensive hotel in Hamburg, Germany. I paid $1,120 for the 4 nights. I booked it for it's location and it is the only hotel with an indoor pool in the city center.

Made reservations for Aug 24, 2011 thru HotelOne.com. Upon arriving was told my room was water damaged and they would book me at another hotel and give me a $25 credit for my trouble. They billed me for both hotel rooms with no credit. Tried for three months to get a response but no help. Itinerary number was ***.

On 9/6/2011, I made a reservation on hotels.com for two nights in a Tallahassee hotel 9/9 & 9/10 for a job my wife had to perform. The confirmation number is 17490964978 with my Bank of America Mastercard. On 9/7/2011, my wife told me that her job had been moved to 9/17. At approximately 4:30 pm, I called Hotels.com. I asked to change my reservation. The man said "No" and told me that "the reservation was non-refundable and cannot be changed". I explained that it does not say that, it says "This rate is non-refundable and cannot be changed or cancelled; if you do choose to change or cancel this booking you will not be refunded any of the payment". The man said they were going to charge me the full amount no matter what and he would not change it. He told me to call the hotel. I explained that in the state of Florida, I have 72 hours to cancel any purchase that I have made by state law. He refused to refund.

On 9/7/11 at 5:00 pm, I called the hotel and they told me they could not do anything, I had to call Hotels.com. On 9/7/11 after bathing, feeding, changing and putting my five month old son to sleep, I called back to Hotels.com. Again, I asked to change the reservation. He again stated the reservation was not changeable. I read the cancellation policy on my reservation to him, "This rate is non-refundable and cannot be changed or cancelled, if you do choose to change or cancel this booking you will not be refunded any of the payment." I told him I did not want to change the rate, I wanted to change the reservation. I did not want a lower price, I wanted to change my reservation to the next weekend. He began yelling at me. I asked to speak to his manager and he refused.

At 8:00 on 9/8/11, I called Bank of America Mastercard that I used to purchase the reservation for help. I explained the situation to the lady and she told me I had to contact the Hotels.com. I told her that I had and she said she could not help me. I told her that state of Florida Law provides me a 72 hour grace period to cancel any transaction. They refused to do so. I asked to speak to her Bank of America Mastercard manager. I then explained the situation to the manager. He reviewed the cancellation policy and called Hotels.com. The lady on the phone kept saying reservation instead of rate when quoting the cancellation policy which is not correct. She refused to change the reservation and told us that I had to pay no matter what. The man from Bank of America Mastercard argued with her about the cancellation policy and she did not listen. Then the man from Mastercard asked to speak to her manager. Alex ** came on the line from Hotels.com. He said "the policy had already been explained to me, he was not going to listen to, he was not going to do anything." Bank of America Mastercard then told me with Alex** still on the line that Hotels.com was not honoring their own cancellation policy and they should refund my money.

The Bank of America Manager told me to file a compliant with the Better Business Bureau, state attorney general and federal trade commission. I understand the reservation is a contract. They are not following the contract as it is stated "This rate is non-refundable and cannot be changed or cancelled - if you do choose to change or cancel this booking you will not be refunded any of the payment." If they want to change their policy that is fine but they can't change it on my reservation because I did not agree to no "reservation" change, I agreed to no "rate" change. I have filed all complaints against Hotels.com. I disputed this charge with Bank of America Mastercard and they refused to remove the charge from my credit card even though they are violating Florida State law of 72 grace period for consumer purchases.

I booked a week vacation through Hotels.com that stated on the website is fully refundable. After coming to the hotel and finding it to be a very low-level "four star", even before checking in we spoke to a representative (after waiting for over an hour on hold and being transferred multiple times) only to be told that I'd incur a penalty of just the first night being charged which I decided was okay and I'd cut my losses. After going to the front desk to try and check out the next day, I was told that there's no way they can check me out and I'd be charged for the whole segment which was over a thousand dollars. After hearing this, I called Hotels.com only to be on hold again for hours on end and just to be told that the first representative told me something false (even though on the website it says my trip was fully refundable). After hours on the phone with them, they told me they'd pay for my upgrade which even that I was never reimbursed for. I'd never suggest anyone to use Hotels.com or ever use it for myself again. Overall, a horrific experience.

Sure, the hotel was great! However, the confirmation made by hotel.com was incorrect and I did not notice until I got there. It was supposed to be for 4 children and one adult, with 2 queen beds and a pull out sofa in two separate rooms. Instead it was for one adult and two children and I was told the I reserved what was available, got only one bed, one pull out in one room. And to top it off, I paid $25 more than the room normally costs. After reading other complaints, it's pretty clear they are scamming people. Is that legal? I will not be using hotel.com again.

Travelers beware. Unfair business practices abound. A recent October experience with Hotels.com has left a distaste which we will avoid in the future by not returning to them. A lesson has been learned. Calling from outside the US to a 1.800 number found on the web and associated with Country Inns & Suites Boon, N.C. we provided billing details to someone we thought to be the front desk receptionist.

This proved not to be the case however and we subsequently discovered that we had been talking to Hotels.com and had accordingly incurred their Taxes and Fees to which we had neither agreed nor authorized. These taxes and fees amount to approximately $90.00 for the two-night stay and are over and above the lodging rate and taxes charged by the hotel. It was difficult to understand the man spoken with. He did not have a good command of the English language.

Interestingly, a billing invoice never appeared during the night under our hotel room door. Red flag! Upon check-out our request to the hotel for a copy of the invoice seemed to cause a little trepidation and became the second red flag at this point. When asked if the amount shown was that hotels final billing figure, there was advice from the female receptionist to check Expedia about any differences which might be found. No further discussion was entertained by her it was clear she could not, or would not, say anything more on the matter. Red flag!

There is no private business center on site and access to the hotel from the road was difficult for us as area strangers. We saw no direction signs posted off the main road and had cause to go around for another try at this final stage in our journey that day.

Surely, after these additional charges, the Country Inns best rate for their guests proves not at all complimentary to the hotel. On the contrary, it reflects badly on them and does them a considerable disservice as a business enterprise. We can do better. We shall not return and neither will our friends and companions.

We cannot honestly recommend a stay at this property. We first saw the hotels direct line - (828) 264-4234 - on receipt of the above requested invoice upon departure. We have subsequently found a second direct line for the hotel at (828)-264-4100 from Boon resources. Better to use these direct numbers if you should consider making a reservation with them in the future.

In the meantime, it does the hotel property no favors to be caught up in these scams very bad for continuing business we conclude.

I made 2 room reservations with Hotels.com for the W Hotel in Istanbul, Turkey. The rooms were for my father, Bahman **, and I. We were travelling from Iran to Turkey. When we got to the airport in Iran before our flight to Istanbul, officials from the Ministry of Information (secret police) came up to my father and informed him that he is banned from leaving the country. We reserved 2 rooms and we knew that the policy was non-refundable. However, under the circumstances, I feel that this is a very special occasion where normal policy should be waived.

My father could not travel, but I did. I asked the hotel for help and the man at the front desk was not at all helpful. I was given the runaround about my situation. The W Hotel told me to talk to Hotels.com. Hotels.com told me to talk to the W Hotel. Finally, the manager of the W Hotel in Istanbul came to the rescue. He informed me that his hands are tied from the corporate offices and since Hotels.com is not willing to help, he offered a slight upgrade on my room.

I reserved and prepaid a night at the Hilton Newark Airport on Oct. 29th, 2011 via hotels dot com. I received a confirmation email for my stay. When my husband arrived at the hotel, there was no record of the reservation and there were no other rooms available in the hotel or any other nearby hotel. After several hours searching, hotels dot com proposed that we pay an additional $150 to stay at a property in Manhattan, the Hilton Millennium Hotel. The service rep said we had to pay the additional amount since the "problem was weather related". In fact, the problem was not weather-related, but an IT glitch; the inventory in hotels dot com had not been updated and in fact, the room had not been available for reservation. The long and short of it is that Hotels dot com sold me a non existent hotel room and refused to honor their contract.

I booked 5 nights at Rivington apartments through hotels.com. Upon arrival, I was shocked by the room size which was nowhere in the website. It was called a studio apartment but it did not fit 2 people. It was also a construction site with builders packing up and down the corridor since 8AM. There were no sheets on the bed. I left the place after 3 nights as it was so bad. The policy? Refund only with 15 days of cancellation. It makes no sense as the reservation was made about 4 days before checking. So I left having wasted 2 nights worth of money as I had paid it all before. I then decided to make a review of the hotel in the hotels.com website, but the link they sent me was faulty.

Their customer service rep told me I was given a 30GBP voucher (the stay cost me nearly 600GBP). I insisted on being able to leave a review on their website but they told me it was not possible due to a "technical glitch" but that "my complaint was being escalated"! I have contacted them nonstop since 12th of October and still no resolution. I have to suspect that they are being paid by this hotel to avoid negative reviews, which is absurd given that one of their main selling points to customers is being able to read others' experiences prior to booking!

I have a reward account with Hotels.com that suddenly is not in their records. It already have two free nights and was about to receive a third free night when the records cannot be found. At the same time, I cannot open a new account as there is another account with the same email address. Supposedly, they have 24-72 hours to solve but the complaint was placed two (2) weeks ago. In addition, there is no possibility of talking to someone else beside the low level customer representative that answer the phone.

In addition, and more important, I am unsure if someone has hacked into Hotels.com records and stole credit card and personal information. This is an important issue and Hotels.com shall contact me, or anyone with same issue, periodically to be sure that they are working in the case. I do not have confidence on Hotels.com's Internet safety anymore and should be informed to other customers as this is an important breach of security.

On June 8, 2011, we made a reservation through Hotels.com for check in on September 10, 2011 (3 months away). The cancellation policy states: "Cancellations or changes made before 4:00PM on September 9, 2011 are subject to a hotel fee equal to the first night's rate plus taxes and fees." We understood this to mean that cancellations prior to September 9 would give us our full refund (standard refund policy for hotel reservations), and starting September 9, 2011 (12am) the one day charge would be in effect. We ended up canceling our reservation prior to September 9, and we were billed $194 (one night fee). We spoke to Hotels.com customer service and we were told that this was the actual Hotel Policy. We then called the hotel, and learned this was untrue. It is Hotels.com that charges the one night fee for cancellation of reservations. We disputed this charge with our Credit Card company (American Express). They were informed by Hotels.com that when customers make reservations and authorize the charge to their credit cards, they are agreeing to the terms and conditions.

We agreed to the terms and conditions as stated "Cancellations or changes made before 4:00PM on September 9, 2011 are subject to a hotel fee equal to the first night's rate plus taxes and fees." It is Hotels.com that is implementing the Policy language in an abusive manner. I conducted a general search of online complaints against Hotels.com, and there are many other individuals who have experienced the same charges. Many customers made reservations, canceled within minutes, and were charged! If my charge, as one individual was $194. Then I can only imagine the total amount of revenue Hotels.com is collecting by wrongly implementing their policy language.

They charged me with one night cancellation fee and told me that it was the hotel's policy. It is not the hotel's policy. I have it in email from the hotel owner, and I'm trying to sort out the refund. I asked Hotels.com if they can take the email I received from the owner or access the hotel's website to confirm the hotel policy but I'm told that they have to actually speak to the hotel manager. I have spent countless hours and five phone calls, averaging 20 minutes each, trying to rectify this.

Don't use Hotels.com! Please read this first. I was extremely disappointed after arriving at my hotel, to where I booked the room through Hotels.com. The front desk did not have the reservation. After booking the hotel a week before, I called the hotel directly to make sure they had the reservation and to request a top floor room, far away from the elevator. The hotel told me that they didn't have the reservation. I asked how long it takes for the reservation to go through after booking online. I was told the reservation comes through to their system immediately. The hotel did not have my reservation.

I called Hotels.com customer service back to tell them what the hotel said. The customer service rep assured me the hotel had my reservation. Then, after arriving at the hotel on Saturday to check in, my fears were realized as the hotel did not have my reservation. And the lady would not allow us to check in. I called Hotels.com customer service again and got some jerk (Daniel **) who treated me like I was the bad guy. Finally, after 45 minutes and fighting with Hotels.com and the hotel front desk, Hotels.com customer service called the hotel directly to push my reservation through. All of this happened while I was standing in front of the hotel desk. After they pushed my reservation through, I asked to speak to Mr. **'s supervisor, whose name I cannot remember. But she turned out to be just as useless as he was! I have to say that this was a very poor experience and I will never again use Hotels.com.

We booked through Hotels.com last October 9, 2011 for one day stay at Rodeway Inn and Suites, Anaheim. We are very confident that we are getting the best deal. The representative even assured us that it will be 100 percent guaranteed that we will not be able to find any hotels near Disneyland lower than the price she has quoted.

I researched as well online and they were the lowest of the hotels near Disneyland. I have reiterated that we will be checking in 2 AM on October 15, 2011 since normal check in usually is at 3 PM. I asked the representative several times. She even had it documented via email so I was really secured on our reservation. We paid it immediately through debit card to secure our reservation. The night before I called their hotline and was guaranteed on our reservation. I even contacted the hotel and said that we will be checking in at 2 AM. I asked the receptionist on our booking and she placed me on hold for 15 minutes and I decided to hang up since I was certain on our reservation.

We drove all the way from Union City to LA for approximately 6 hours only to find out that there's no vacancy. It was horrible! First of all when he checked his records, it says that we have requested a 2 AM check-in. However, he advised us that regular check in time is at 3 PM. He was not rude but incompetent. I suppose he should have offered to get us another hotel since they also have overlooked on the reservation.

Next, as I have mention I called a night before we came in and mentioned to the woman who answered the call that we will be checking in at 2 AM. She should have corrected that over the phone. Arman confirmed that she is their manager who has spoken with me which made it really worst. As a manager she should know best. We ended up asking the receptionist to look for another hotel. Arman called 3 or 4 hotels and gave up and said that last resort is just to cancel the reservation.

Second point, he should be held responsible for helping us. He offered to call Expedia which is I believe the mother company of hotels.com and still we were referred to hotels.com. I was placed on hold for almost half an hour. We called the hotline several times but no one can help us find another hotel even Arman. While we were all worried, exhausted and sleepy because of a long trip calling hotels.com hoping for someone to help us, I found him browsing the website specifically on Youtube.com. If he was doing his job, he should have browsed for hotels nearby for us. Then he said since I was not able to resolve anything with Hotels.com, he will just refund the money. I doubt that it will be credited back to us that fast.

Out of frustration, we just looked for hotels around 3:30 AM. We asked 3 or 4 hotels and ended up with Best Western. Best Western hotel's Customer Service was indeed remarkable. They helped us out find good hotels around the vicinity without anything in exchange but we decided just to stay in their hotel.

After our trip to Disneyland, I called Hotels.com to make sure the reservation has been cancelled. To my surprise it has not been cancelled yet. I talked to the supervisor and she assured me she will be cancelling the reservation and the debit made. I was so furious at that time. I asked who made the booking for us and to my surprise she cannot even disclose the first name. I asked where are they located and she said it was confidential. I just blurted out saying you manage to get confidential information from us with our bank account details but you cannot even tell the person responsible for the whole mishap. They cannot even tell me their exact address or corporate office. I just said that I can sue them because I had it all documented, and then the supervisor said office is at Dallas.

Ironic that she compensated me with a 10 dollar off on my next booking. Are they really serious, 10 dollar to compensate all the mishap and inconvenience and as if we'll book through them again? Never again! The supervisor just said that they will do something internally. I really cannot believe how incompetent, unprofessional and stupid they are.

About a month or so ago, my mother and I went to Georgia for a family birthday. On the drive down there, I booked a room in the #2 rated hotel in the city we were staying on hotels.com website on my smartphone. I was elated because I got a great discount, and shorty thereafter received an email with my confirmation number. I called the website's customer service line just to be sure it booked correctly (even though I had a confirmation number). Thank goodness I called.

First they told me it can take up to an hour to show up in their system (which was fine). I called an hour later, and they said it was not in their system still. Not only was I upset because we were on our way to this hotel, but they proceeded to talk to me like I was trying to scam them or something! I had to tell them my confirmation number half a dozen times until some woman (who was nearly impossible to understand) said I needed to call the hotel I was supposedly staying with and check there (that doesn't even make sense considering I booked through Hotels.com, not the hotel's website).

I did what I was told anyway and of course they said they didn't have me in their system. So, I had to call hotels.com again (put on hold forever) and they said they would call the hotel and verify. I argued with her that I had just done that, but she did it anyway. When she finally got back to me on the phone, she confirmed what I had just told her. And on top of all that, instead of doing their job and booking my room, they went ahead and cancelled it and refunded me.

So, long story short, my experience with hotels.com was a complete nightmare! If hotels.com says they have the best price, call up the hotel and see if they will match it. It can't hurt. And if they don't match it, still go with another site. 20% off is not worth 100% aggravation!

My husband and I booked a flight and hotel through Hotels.com. My husband missed the outgoing flight, which I notified Frontier Airlines about, and they were able to fill his seat. We did not expect a refund for my husband's missed flight, and he paid for an additional one-way ticket later that day.

The day before our return flight, we received an email from Hotels.com saying that my husband's return ticket had been cancelled. I called them and I was told that they automatically cancel the return flight when someone misses the departure flight, even though both were paid for. For the second time, I requested to speak with a supervisor. I was put on hold and after 20 minutes, I got disconnected. I called back and I was told by an agent that there was no supervisor available, and that their policy is to automatically cancel the return flight when someone misses the departure flight. Thankfully, I was checking emails so I read about the cancellation. I even thought that it came one day before we were due to return.

I called Frontier and explained the situation to them. The wonderful agent said that Frontier has nothing to do with the cancellation, and he gladly and promptly reinstated my husband's flight. He said that it is common for people to have this experience when airline tickets are purchased through hotels.com or similar agencies.

I booked my rooms with Hotels.com totaling 6 nights in 2007. I was told that after 4 more nights stay, I would get a free night. I booked 10 nights in August 2011 for a funeral through them, giving me a total of 16 nights. I was told again by the representative that I would get a free night with my next booking (I didn't question it at the time, because I thought that maybe too much time had elapsed). I booked 6 more nights with them on-line this month. I was surprised when my free night did not show up in my account. I then read that I had to "register". So, I did that, thinking I could go back and get credit for the other nights. I called and was told that since I just registered, I would have to stay another 10 nights to get a free night! I tried to explain that when I booked my other rooms over the phone, nothing was said about having to register for anything. They would not do anything for me and would not connect me to a supervisor.

It was horrible: I booked the hotel reservation a few months ago through Hotel.com, and the reservation never made it through to the hotel. The hotel had a huge tour that evening, and we were very fortunate to even get a reservation. Shame on you, Hotel.com. We found in small print on the reservation that we received, on the day we were checking in, that the "the reservation could not be guaranteed" from your end. I will never book with you again. I will monitor this site to ensure this comment gets onto the site, and I will also put this on TripAdvisor. I selected "one star" only because I could not select zero.

I booked a reservation in August for a hotel stay that included a free $25 Shell gas gift card. The website told me that I just needed to click on the redemption page, which I did, to claim my gas card. The site then stated that my request was processed on Sept 1, 2011 and that I should receive the card by Sept 2. I never received it.

I called the company today, and was told that I was not eligible for the card because I had not entered the right coupon code when I booked my reservation. There was no coupon code. When I looked at my reservation and confirmation on the website, it clearly states, "You are receiving this special offer: Free $25 Shell Gift Card", and "Your booking included the following gift: Free $25 Shell Gift Card". After speaking to a call center representative and her manager, I was told, "You're not getting the card". This is just blatant dishonesty. I will be contacting the corporate office regarding this matter. Unacceptable!

For 10/8/2011, I booked a handicapped room at a Days Inn in MA. When we arrived, the manager had no record of our reservation for which Hotels.com had given me along confirmation number. Had I booked directly, I would have saved ten dollars on the room rate.

Four days after booking my reservation with Hotels.com at a hotel in NYC, I learned that the hotel was offering a rate for the same room that was much lower than Hotels.com. I called Hotels.com to cancel so I could book directly with the hotel. I was put on hold several times for 20-30 minutes. In the end, I was told that since I booked it online, I would have to cancel it online. I hung up and immediately went to their website to cancel. After entering all information and pressing submit, I received the response that my request "cannot be processed, call customer service."

I immediately got back on the phone to customer service and, after several holds, was told that my reservation could not be cancelled because the hotel in NYC was not answering the phone! At that moment, I realized that I was being scammed. I said thank you, hung up, and immediately called AMEX to register a dispute of the charge. They initiated the investigation.

Over the next several days, I continued to try to cancel with Hotels.com. After a week, I actually spoke to a rep who said that my "reservation has been cancelled." I thought all was good. I went to NYC, paid my hotel bill on the premises and went home. A week after I returned, I received a letter from AMEX that the "merchant states that there is no refund due." I now have two hotel charges at the same hotel for the same dates on my AMEX.

Before booking with Hotels.com, I called and asked to speak to a supervisor. You will be given the run-around and then disconnected every time. I simply needed a detailed receipt to claim my travel/lodging at work. The hotel I stayed at couldn't give me a receipt because it was booked through a third party. Please call (800) 246-8357 first. See how they treat customers. And then make your decision.

The location is very nice, but they have no concept as to how to treat customers with courtesy and respect. We booked our room through Hotels.com (do not book with them, they are a scam). We printed out the confirmation and thought all was well. When we reached the hotel, the lady told us that there is no confirmation for us. We showed her the confirmation with the confirmation number and the payment amount and the room we had booked.

She did not want to look at the confirmation. She said that Rosarito Beach Hotel did not receive any confirmation with our names, so they have no room booked for us. She sent us upstairs to see the reservations manager Dorela **, who was extremely rude. She was trying to make us pay for another room when we had already paid. The hotel is very badly managed. There is no security for parking. There are no signs posted to guide guests. The one security guard there cannot speak English and sent us to the 7th floor when we asked where the check-in is (needless to say the check-in is not on the 7th floor). Overall, a very bad experience, which could have ruined our vacation. We ended up staying at another hotel where the staff was very helpful and accommodating. Rosarito Beach Hotel has a new tower, and they are paying for it by double-booking the rooms, so save your money and go somewhere else!

I booked 10 nights (big mistake) at Stratford Inn in Atlanta, Georgia. It was a rats nest. There was no one at the front desk, terrible area, and minuscule room with no soap nor shampoo. There's no room service unless you request and it's only once a week. Their room smells. I checked out to go somewhere else. The "policy" is no refund! Who are they kidding? Never use hotel.com. Try bing or google instead.

I called Hotels.com to ask a question about booking a hotel. In the middle of making the reservation, I asked the operator a question and he said he had to ask his manager and placed me on hold. I was on hold for 15 minutes before the call was disconnected by Hotels.com. In the meantime, they had processed the reservation and charged my credit card. I called back to speak with an agent and was on hold for 11 minutes before I hung up and called reservations again. The new agent finally was able to answer my original question, but was unable to process the refund that I wanted as if I had received the answer originally from the first agent, I would not have completed the reservation. I was then transferred to another department where I was told they would charge a $25 cancellation fee (per the hotel). When I asked to speak to a manager, I was put on hold for another 11 minutes before I finally gave up.

I booked a hotel through hotels.com. Within minutes, I tried to cancel. I was informed that due to Holiday Inn's policy, there would be a one night penalty. The Holiday Inn's policy is up to the day of arrival. I called Holiday Inn and they passed the buck back to hotels.com. Neither manager nor customer care gave me any help on this matter. The reservation was made 1 minute before trying to cancel. It has not even been sent to Holiday Inn or credit card company. The hotel's policy should be honored and the reservation should be canceled with no penalty or a waived penalty.

I booked a hotel via Hotels.com, under the impression that they are providing a service that is cheaper than booking via the hotel. They charged my card. Well after checking out of the hotel, I asked the lady there if I could get a printed receipt. I then realized the hotel's cost was way cheaper than what Hotels.com charged me. I called and discussed with them the issue I was having. For one, I could barely understand the woman I spoke with and she definitely couldn't understand my concern. I explained to her that they charged me $45 more than what the hotel would have charged me if I have booked with them directly. So I then asked for a price match. After being placed on hold for 45 minutes, I was told the full refund couldn't be met but they could accommodate 20 bucks! Wow. I will never use them again.

After many phone calls, I have yet to get the free kindle advertised by Hotels.com. I spent more than we probably had to by booking with Hotels.com rather than booking directly with the hotel. What a scam. Don't fall for their tricks. Book your hotel stay on your own! We wasted money, time, and phone calls trying to resolve this. I wonder how many others are going through this. What a rip-off!

I was going on a business trip with a coworker to Henderson, Nevada. I searched Hotels.com so I could get a good rate. I found a deal for Fiesta Hotel in Henderson for $22 per night. I was getting two rooms for two nights. When I clicked "book it," it said that the total with taxes and fees was $107 non-refundable. I entered my credit card information and booked the room. I received a confirmation through email that my card was billed for $136.70 and there would be a resort fee of $9.99 per room per night.

I immediately called customer service and was told that there was no way it said that the total was $107. I could tell that whoever I was talking to was reading directly from a script. He put me on hold for around five minutes, came back and said that there was a $4.95 service fee per room per night. I asked him to show me where it says that there will be that fee added. I also told him that even if that fee was added, I am still getting charged more than what it should be. He again put me on hold for around five minutes, came back and said that they have no control over the prices on their website. The hotel can change the prices every 15 minutes if they choose to do so.

I asked him how they can show a room for $107 and then change the price after I confirmed it. He says that they had no control over that. I asked to speak to a supervisor and he put me on hold for another five minutes. He came back and tried giving me other reasons why the price was different. Again, I asked to speak to a supervisor and again, I was put on hold. He came back and apologized for the inconvenience and said that he would send me $100 dollar credits for the trouble that I have gone through. I confirmed that I was going to get $100 worth of credits to use on their website and he said yes.

After I hung up the phone, they sent me one credit for $10 to Hotels.com. I truly believe that Hotels.com is a scam and they were just trying to get me to hang up and let it go every time they put me on hold. I will never book a room through that website again.

Although my booking for 3 nights in the US Grant Hotel San Diego went through okay and my stay at the hotel was wonderful, my problems began when I was charged a different amount than the original invoice stated. The invoice quoted $376.80, but I was charged 360.80. The two figures don't match up and the exchange rate certainly doesn't either. I worked out that I was 130 ($200) out of pocket.

I contacted Hotels.com, who were very friendly and apologetic, and asked me to forward a copy of the original invoice and proof that the amount 360.80 was on my credit card statement --which I did. After hearing nothing back, I once again contacted Hotels.com. I was told that they never received anything even though I had confirmation in front of me with a case ID. I was asked to send them once again, which I did.

After another 3 days, when I had not heard from them, I called back. New case ID at the ready, lo and behold, they agreed that there was a problem and that I would be refunded with the difference. That I would receive an email confirming that within the next 24 hours. Guess what? Nothing! Nowt. Zip. Zero. **! And nothing paid back to my credit card. By this time, I had been and stayed at the hotel and decided to try once again.

To cut a long story short, I had to got through all the same procedures yet again. Eventually, listening to a lady with a very distinct and strong Indian accent called Steffie. She promised me a refund, authorized by her "email manager" which will be refunded to my credit card within 7 days and a confirmation email within 24 hours. To date, I have not received anything else and have filed a dispute with my credit card company. I feel that Hotels.com have let me down and now, I will think long and hard before booking with them or indeed, any company online because of their complete lack of professionalism and help with this matter.

When my husband reserved a room through hotels.com, he thought he was getting a quality room and a great rate. Turns out he was wrong.

When we arrived at the Atlantic Inn on a Friday evening, there were only a few vehicles parked in the entire parking lot. The place wasn't an eye sore from the outside; however, when we entered the room it smelled like mildew and it was very outdated. It appeared to me that this room hasn't been renovated since the 1980s.

My son wanted to take a walk on the premises and when we did, I noticed a group of loud men with beer in their hands hanging outside their room, which happened to be right above our room, gawking at us which made me feel very uncomfortable. After deciding to leave, we ended up calling Hampton Inn in Rehoboth Beach and they had rooms available after we were told by hotels.com that the Atlantic Inn was the only availability in this area.

The two-night stay at the Hampton Inn ended up only costing us about $30 more and it offered many amenities. Lesson learned: I will call the hotel directly and only reserve a room from a well-known chain. In addition, the Atlantic Inn hotel clerk lied to hotels.com and told them we never checked out when we did. Instead of getting the runaround from hotels.com, we are just disputing this with our credit card company. So on a scale of 1-5, this place doesn't even get a 1.

Note: This review was meant for hotels.com but they blocked us from leaving our negative review. Hotels.com doesn't even deserve a 1 review. I give them a less than a 1. This company is a scam!

After booking a hotel in SD for 3 nights, I fell on the first night and had to return home for medical treatment. I checked out after one night.

I called the hotel I stayed in and asked if a refund for two nights (over $300) was possible. They told me I would have to talk to hotels.com. I called hotels.com and they said they had paid for the room and I would have to work it out with the hotel. I called the hotel again and they advised me they could only refund to hotels.com if asked.

After several more calls, I gave up.

As of writing, I am now placing my fifth call to Hotels.com customer service. I have been on hold for 30 minutes while the rep goes to contact his imaginary supervisor. I booked two rooms in Maryland and then had to cancel due to the impending hurricane. Oh, wait. Now, they just hung up!

I book my reservations through Hotels.com thinking that I would get a better rate--they charged my credit card $227.00. When I got my bill at the Comfort Inn Pioneer, TN 37847, it said that I paid in full for $182.72. I called Hotels.com and they said that I should have not received a statement from Comfort Inn because this is the rate that they have secured for me.

However, the walk-in customers were paying the same $99.00 plus tax that I was charged. It was only me who was stupid enough to give Hotels.com $45.00 for my reservation. I called them but I got fed up in trying to get my money back from their call center. Now, I am mad as hell and this will be the last time they get any but grief from me. I hope that it is worth it for them because I really like to type when I am pissed off. I don't know how many of you, people, I can save from making the same stupid mistake but I am on a mission now that I am pissed off. Keep the money. I will just keep typing away and I will cost you more than the $45.00 refund that you owe me.

Earlier this summer, hotels.com promised its subscribers that if they book four or more nights at particular hotels, they would receive, as a promotion, a free Kindle e-reader. Relying on that offer, I booked four nights at the Providence Biltmore hotel in Providence, Rhode Island arriving Aug. 2 and leaving Aug. 6. After I booked the stay through hotels.com, I received confirmation that after I completed the stay, which I did, I would receive an e-mail with instructions on how to redeem a coupon for the Kindle. That never happened.

My itinerary number was **. I did everything I was supposed to do in completing whatever booking information was needed for this promotion. Now, more than a month later, hotels.com refuses to make good on this offer. They now claim I did not fill in some coupon code when I booked the hotel, and therefore the stay doesn't qualify for the promotion. The service reps were extremely rude on the phone, informing me that I would not receive the Kindle and not to call again. I've called once about this matter, and have emailed previously, to no avail.

This is not the first time hotels.com has refused to honor its benefit/award program agreements. I had to fight for reward points for an earlier stay at one of its hotels earlier this year and after several email rounds, hotels.com finally corrected their mistake and I was able to get credit for the stay, but not in time to use for a subsequent reservation.

This recent Kindle offer seems like a real bait-and-switch. I have called, emailed and filed a complaint with the FTC, but something should be done to help resolve this and get hotels.com to make good on its promise to provide the Kindle device.

For a business travel, I booked a cute hotel in San Jose called Avatar Hotel. Hotels.com charged my credit card one week before the travel. The day I was supposed to check in, I received a call from Hotels.com stating that they were unable to confirm my reservation. I called them back and in spite of my protests, were unable to commit to the reservation. Maybe they don't understand what "reservation" means? I was moved to a hotel 30 minutes away, which is a completely horrible hotel (Holiday Inn - Silicon Valley). I am losing one hour each day because of the commute, and I am sleeping in a dirty hotel which they said was comparable to the first one. It is not!

I called Hotels.com to book a room at a hotel in Garden City Beach, SC. While I was on the phone, Ben said that he found a $10.00 coupon for me. I compared the rates for the room at three sites and they were all the same, but when he gave me the final price, it was $60.00, higher than Orbitz. I made him aware of this and he put me on hold. When he came back on the line, he confirmed that Orbitz price was less and he would match that price. So, I confirmed.

30 minutes later, I checked my online banking to see if I had been charged, and sure enough, he charged the first quoted price i.e. $60.00, it is more than what we had agreed upon. Not only that, I asked Ben if he knew of any charges that would occur if I cancelled. He told me that I had 48 hours to cancel with no penalties at all. He failed to mention that the hotel would charge me $100.00 to cancel. He was a liar and a sneak and I will never use Hotels.com, again.

I just wanted to say that all the customers of Hotels.com are stupids. They don't even read the policies at the time or booking their reservations and at the end they would just ask for the refund like little kids.

I made a hotel reservation for my boss with one particular criteria; that I could cancel within 24 hours of staying at the hotel. I was told "yes". Then I got an email confirmation that says the reservation is non-refundable. I called them numerous times and was placed on hold for at least an hour. I asked to speak to a supervisor and I'm still waiting on hold for over an hour. This website is a sham! Do not use!

I made a mistake or the website booking process did. Either way, it was a mistake of the month for the date of reservation. I called two times, and the idiots would not let me talk with a supervisor to get the month changed. They were obviously reading from a script. They didn't inform the hotel that I was already staying at to add one more night. I called the front desk and they indicated it wouldn't be a problem. I called Hotels.com again and they still gave the same answer. I had to check out.

Hotels.com advertises their business all over the television, and as a new and upcoming company, I thought I would try them out. The website wasn't bad, though I was puzzled why other travel websites kept popping up on different hotel selections. I later found out that Hotels.com is affiliated with multiple locations.

When I completed my stay, I was given a completed invoice for considerably less money than what I had been charged for the room stay. On doing the math, I discovered if I had not used Hotels.com, I would have saved 20% on my booking.

After calling for an explanation as to why their rates are not cheaper like other sites versus calling directly, I was told the receipt was not correct and that there would be no reimbursement. The person on the other end of the phone did not respond to my questions or requests after that, and would not listen to me; instead, spoke over me.

Do not use this website. Call the hotel directly to compare numbers as it is cheaper to avoid the middle man that uses it. I have never had this issue before, and have been travelling using internet bookings for 6 years.

I didn't want to give them any stars! I saw an online offer for $99 at Origin at Seahaven in Panama City, FL. And to avoid any issues that might come with booking online, I called and made the reservation over the phone for 1 room with 2 double beds for 4 adults on August 24th. I paid a total of $147 to include taxes and fees. I arrived in Panama City only to find out that the hotel wanted me to pay a $100 cleaning fee! I made the first call to Hotels.com where they issued a refund of $50 to my card (since the fee was not disclosed) and a $50 voucher, which I will never use.

Then, we got to the room and discovered that there is 1 King size bed. We were told that the hotel does not even have rooms with 2 double beds! I called again and they finally agreed to upgrade me to a 2 bedroom with 10% off the original rate of the $140 and a reimbursement of the $33 I had to pay the hotel to upgrade. But I had to get real ugly and with the negotiation process and had to be on hold forever. I wasted away a good three hours of my vacation time! I would not recommend the usage of this agency to anyone! Don't do it, no matter how good the deal sounds!

After making reservations at the Microtel in Opelika, Alabama, my wife went to the hotel only to discover that the reservation was just five minutes away at the Microtel in Auburn. It was important that she move her reservation there but Hotels.com would not budge even after listening to the medical reason for the location necessity.

She was charged $70 by Hotels.com for the switch, which meant that she paid double for one room. Apparently, if a certain percentage of customers make a mistake, Hotels.com makes money. I bet a lot of leeches are lining up to buy stock in that company. No more Hotels.com for our family. The lady at the desk told my wife that they had a lot of trouble with Hotels.com.

Booked a hotel room at Waldorf Astoria, NY City for one night, August 28. I specifically chose an offer that included breakfast and was refundable. The non-refundable price did not include breakfast. We had to cancel due to hurricane Irene and flight cancellations to NY. When I called Hotels.com they said the room we booked was non-refundable. I checked back on the confirmation they sent and noticed that it did not say that it included breakfast. I asked them to confirm this and they advised that the confirmation they sent was in error because their records did show that we had breakfast included. But they insisted that the room was still not refundable.

When I advised that the only offer that included breakfast was for a refundable room, they said that they had no way of verifying that, as they no longer offered that package and could not go back two weeks to see what was the available. The supervisor said the same. I will never use them again but if I ever book online with anyone, I will definitely take a screen shot of the offer for my records. I contacted the Waldorf for their assistance in verifying the package that had been offered but heard nothing back from then either. I'm very disappointed.

We rented three rooms at a hotel in the Outer Banks, NC. After paying $1,500.00, we found out that the hotel was unreachable by phone because the entire area was inaccessible. We called back 20 minutes later, and they had no idea that the hotel was unreachable due to hurricane Irene. They were in Singapore. We suggested they stop renting hotels that were inoperable.

On 8/11, I booked hotel stay from 8/25 to 8/28 with a credit card and I got the confirmation number. Because of the unforeseen circumstance of hurricane in the East Coast, I advised Hotels.com of the situation. A state of emergency was declared in New Jersey and I needed to cancel the reservation. However, Hotels.com refused to credit my account.

I told them that I was unable to get there because I needed to buy food and supplies to prepare for the hurricane. I even offered to pay a penalty of 1 night but they still refused. This is illegal. PCT used a credit card to pay for my reservation at a discounted rate but refused to credit my account. This should be considered as a credit card fraud. They sold a service, I am willing to pay a penalty, but they want the full amount no matter what.

Late last week, I made a reservation with Hotels.com. I never even heard of them.But upon looking for hotels in GA on TripAdvisor, I clicked on the "reservations" link believing it would take me directly to the hotel's website. It looked legit enough and assumed that's how you made a reservation. Through them, I called the 800 number listed. On Monday night (8/22), I called to cancel the reservation due to the impending hurricane that will affect NY until next Monday. I called the hotel to cancel and no problem. I then asked should I contact Hotels.com too? The person I spoke to said "Oh, oh . . . Yeah. You have to call them."

Well, they hung up on me 100 times with a million excuses why they could not cancel (main excuse is that they had to hear from the hotel mgr. first to make sure they are not penalized.) I called the hotel again (this went on past 1am) and told they already told them it would be cancelled without penalty, and they had to send over the fax that the manager will sign and return. I called hotels.com again with this information and they tell me to call the following morning between 8am to 9am. I called after 12:00pm and told the manager. never contacted them! I called the hotels.com again and told that the hotel has nothing to do with them and the manager did speak to someone and they haven't sent the necessary fax. I was also told to be careful. They have a policy they retain 100% of your monies! Never once did they tell me that.No way in ** would I have booked especially they had no affiliation to the hotel! I called again after this conversation and they continuously hung up on me again! Then no one was even answering. I decided to call my credit card company.

I made reservations on August 1, 2011 through Hotels.com for two nights, checking in on August 2 and departing on August 4. Then, I thought that if I don't like the room, I want to be able to upgrade, so I cancelled on the same day. I cancelled within the guidelines that are posted on Hotels.com website. In fact, I have an email from Hotels.com confirming the time and date that I cancel, which was at 5:50 p.m. on August 1, 2011. I have an email from Hotels.com telling me that they credited me only $178.72 back onto my VISA. The remaining amount of $178.72 was the amount that Holiday Express was going to keep because I cancelled.

To make a long story short, I went back and forth with Hotels.com. Finally, I spoke with the manager at the Holiday Inn & Express and she was great. She told me that they were not charging me any fee for the cancellation. On my numerous phone calls to Hotels.com, the phone will just go dead or they don't answer the phone at all. When they do, they keep on telling me that they will put in a request to accounting to issue me my money.

I was visiting San Francisco for business and I called Hotels.com to book a hotel room to stay for one night. I was told that they would call me in 10 minutes to confirm my reservation. Three hours passed and no one called me back. I was in San Francisco and it was 10:00 p.m. so I checked into another hotel to sleep for the night. I then called customer service to cancel my reservation. They told me that they had cancelled my reservation and I will not be charged. After a while, they called me again to confirm my reservation and I told them that I had already canceled my reservation. The person on the phone hung up on me.

When I checked my bank account the next day, I saw that they charged me for the reservation which I didn't make. I called customer service again. After being on hold for 20 minutes and listening to music, I finally talked to someone and I was told that they could not refund my money. It was like a joke. To resolve the problem, I called my bank to dispute the charges. I have never filled any bad reviews for any bad experience. But this one made me crazy because I have never experienced such a rude customer service in my life. I will never type Hotels.com on my computer again.

They are awful and they have the worst customer service! I booked a room reservation for five nights in a hotel. They said that I can use the code "bookworm." But when I tried to enter it, it didn't work. As soon as it said that it was not in there, I called and the manager told me that, "There's nothing that can be done. You can cancel and do it again but remember that we will charge a fee." That's out of this world! It's not so much as getting the Kindle but the awful service and the manager's rudeness. And to top it all off, I feel cheated! I had a previous problem with them but it was resolved. But this is just too much! Oh, and don't believe the free night either. After your 10 nights stay, you still have to pay because somehow they will come out with an average! I will never sue anymore because I don't agree on it. But I wonder how many times this rude manager has spoken so trashy to anyone.