Hotels.com

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.

I reserved 2 rooms for September 8th and 9th. I told them there was a possibility I may have to cancel one room and they said "go ahead and reserve" and if I was to cancel it, would cost me $5. They now refused to return the money although they said they will cancel the room.

I am very upset with the service that I received from hotels.com. Not only is there a bit of an issue with the charges that hotels.com charged me for my recent trip (Hotels.com Confirmation Number: **), I was repeatedly hung up on customer service representatives. In short, the charge that I received from hotels.com for recent stay was $894.32. This price included a one night credit of $150.00 that I applied to my reservation. The price listed on the hotel reservation receipt that I received was $737.08. There is a difference (including the $150.00 credit to my reservation) of $307.24.

I booked 5 nights in Lisbon, Portugal last year. The hotel was great. Then I booked 1 night in Seville, Spain and one night in Madrid. But only one night was shown on their "rewards" program. I have spoken with them about this several times. They just said we don't show it in our records. Then this summer, I booked a hotel in Helsinki for 2 people, 2 beds. When we arrived in the hotel, they said it was only for one person and we must pay an extra $50/night for the extra person. I emailed Hotels.com to complain. I felt it was a bait and switch. They never responded to my email. When I spoke with someone about this on July 7,2011 after getting back to the States, they saw that I had been a loyal customer. He said he would send me a credit for $100 towards another reservation. That would have been fair.

I have never received it. I have spoken with them about this again on July 31st. And again, I was promised I would get a credit. It was a lie! Then, I made a reservation for The Sheraton in Seattle, and later wanted to change it to The Hotel Vintage Park. I was told there was no cancellation fee for the Sheraton and it would be cancelled. I received my credit card bill and there are charges for both reservations. I am now on the phone with Hotels.com. He is asking me who I spoke with about this. I didn't think I had to keep a legal journal when making a reservation with them. I was on hold for 5 minutes to talk with a supervisor. Why would I have made a reservation at the Hotel Vintage Park if I was going to be charged for a night plus taxes? Yes, they always ask for a phone number to call back "in case we are cut off". They just hang up on me and never call back. What kind of company is this? Where are they from? Is there going to be any legal action taken against them? Who/What government agency oversees them? I never got credit for my 10 nights as they promised in their rewards program.

We just figured out why and how all this happened. First off, the four of us adults are attending a wedding and reception at the Grand Geneva Hotel in Lake Geneva, Wisconsin. We called to make reservations through Hotels.com and told the guy that we need a room under the name of the wedding because there are rooms held at the hotel specifically for the wedding we will be attending. The hotels.com representative told us that there were no rooms available and informed us that there were only two rooms left at Super 8. So, in urgency, we made reservations at the next closest motel which was the Super 8, eight miles away, which is what the representative suggested.

Right after this, when I called my sister (the bride of the wedding we will be attending) and told her what happened, she called Geneva Inn where they said that there are still 20 more rooms under the wedding! So, after all of this, the truth is that they lied to us, manipulated the situation, and screwed us all over big time! This is falsifying business! I thought we would get the situation resolved and simply have our money back when I spoke with the supervisor from Hotels.com, but obviously, they only care about the money.

They are not a business that works to take care of the customers and help people. They are only in it to scam people and get money. Yes, this is a scam because we were lied to, given false information, and manipulated because of the situation that we thought we were in, all because of what Hotels.com told us! We still need to cancel these reservations and are waiting to get our money back immediately!

We had a family reservation for two beds; however, when we arrived half hour before check-in, there were no rooms with two beds available for the night. How could that be? Hotels.com or Marriott bungled our reservation and no one was out a penny but us (an extra $242.46). Boo!

Marriott's grand gesture or solution: We were offered two rooms with one bed each for twice the price and we were staying for two nights. Instead of paying $242 for two nights as quoted by Hotels.com, we paid over $48bait and switch. Totally unethical and dishonest! I expected much more from Hotels.com and the Marriott, especially in these hard financial times. We were very disappointed! Our expectations of the Marriott based on our reservation through Hotels.com weren't met at all!

We reported the issue to Hotels.com and Marriott on July 26 regarding our stay from July 22 July 24. There has been no customer service contact from either party to resolve the issue and more importantly, there was a credit our account for the extra room we should not have needed.

Should you need to fix, resolve or change anything, like so many other reviews I've read here, they are absolutely terrible. Their default is to always charge you a big cancellation fee.

After making a reservation for $2,500.00 and pre-paying, I had issues with the confirmation and accepting a coupon code. I filled out online forms twice and received an instant email back that it would be resolved but I never heard a word. Finally, I had to speak with the call center which was a terrible experience; they could care less. They told me that they could make no changes and would charge me an $800.00 change fee. There was no effort to call the hotel, no effort to work with me and no apology for ignoring my previous inquiries. In the end, I called the hotel, did their work for them, and the hotel was more than gracious in making the change.

Then of course, I had to call back hotels.com to get them to update and that was another terrible experience of calls; being put on hold, attitude and issues. Never again. There's too many other great choices online.

I made a reservation through Hotels.com only to find out upon arrival that it was not as we expected and they had in fact mixed up this hotel with another in the same city with a similar name. I cancelled the reservation in person and moved to another hotel.

Contrary to their comment on their website that they do not charge cancellation fees, they refunded only a portion of my over $500 charge and kept $300 as a cancellation penalty.

Beware of false advertising! I am not in negotiations with my credit card company to pay them nothing for their false advertising and huge cancellation fee.

I feel cheated by Hotels.com and wanted to make sure everyone knows how big liars they are.

At the time of booking a hotel for five nights in Denver, the agent told me that I will get an Amazon Kindle if I book this hotel. After coming home, nothing happened for one month. So I called back on Aug 15. The agent told me that Hotels.com made a mistake and can not give me a kindle anymore. All she can do is give me a credit card refund for $39 or give me a credit of $140 for my next booking. She will not give me a refund on my credit card so I can buy it on my own.

Offering $39 instead of Kindle is ridiculous.

Offering a credit for next booking is OK, but I don't travel a lot and don't know when my next trip would be. So I have to wait for six-10 months before I make my next travel plans. And I don't even know if they will give me a credit, since they didn't give me any confirmation number or send me an email.

I have booked a lot of hotels with you guys, but after all these years, I feel cheated. I promise to take my business elsewhere.

Never trust them. Big liars!

On Monday 08/08/11, I booked for two nights at a Comfort Inn in Staten Island (08/08 - 08/10). A short while later, a friend invited me to stay for a night, the second night, of my trip there. So I tried to use the online "change of itinerary" option to stay only one night (checking out 08/09) but it led to a dead end. So I called the phone number provided and spoke with a non US citizen with an Anglo name and he appeared helpful enough to alter the booking to a single night stay, and within the allowed window for making the change before 4pm. However, at the critical moment of refunding the already paid amount for one night, he suggested I call back in an hour because the computer system wasn't responding.

That was inconvenient for me since I was on the road for five hours immediately after that, traveling to Staten Island from Boston. Today, I have tried 5 times to call back and arrange the refund and the first glitch was that the Comfort Inn operated off an unchanged hotels.com booking and despite the fact I checked out, handed in my keycard, left the room empty, the Comfort Inn assumed I was still there and has no record of my checking out a day early. Because I paid hotels.com directly, they have no record that I even checked out at all!

So I asked the hotels.com operator to wait on the line while I called the Comfort Inn to get the manager there to speak with the person I spoke to on checking out. But while talking with Comfort Inn by cell phone, the hotels.com operator disappeared off the line and my landline phone started that hung up scream in my ear. The Comfort Inn manager was understanding and located a possible benefit to me for having stayed in two Comfort Inns within two weeks for a future booking.

I have called back four more times to hotels.com and it seems they have flagged my booking confirmation number as trouble since on each occasion, I wait through the recorded music (a recorded message strongly encourages the caller to hang up since they are unusually busy in spite of a wait time of a few minutes only each time) but the line goes dead soon after the dial tone. Thus, this post hotels.com have stolen a night's accommodation from me and blocked every avenue of its recovery. It has to be policy for their operators to do this because the behavior of misleading me was consistent from the moment the first operator said the system wasn't responding, to the next two phone calls when an operator took the call but hung up on me before dealing with the issue.

Remember, I spoke with them on a landline, I can't blame cell phone drop out. The last three calls have failed entirely. It seems like a predatory behavior to me, so beware of hotels.com. The Comfort Inn manager said it best. In the future, ring the hotel directly. Don't use the online mediator. The actual not VIRTUAL --hotel will at least match the online deal.

I booked a room in Orlando, FL two months prior to my trip. We were flying out of Orlando but driving down the day before. The customer service representative booked me a room at the only hotel he knew of that allowed you to leave your car at the hotel for no charge and a free shuttle to the airport. When I got to the hotel/room, it was not what I was told it would be. The bedroom was not separated from the living room by a door. It was not suitable for 4 adults and 2 young children. I went to the hotel lobby and asked for a 2nd room. The price - 1/2 of what hotels.com charged me. I'm pretty savvy in looking for deals and was shocked that hotels.com could charge more than twice the going rate for a hotel room. Lesson learned. I complained and all they do was quote their policy which is not clear. It says they don't have a cancellation policy, BUT if I canceled with the hotel and rebooked 2 rooms with them immediately would hotels.com have cleared my hotel room cost that they previously charged me if the hotel was ok with it since I was actually booking 2 rooms with them?

We booked three nights in a hotel and upon check-in, we were told that only one night had been booked by hotels.com. We were subsequently charged by hotels.com for the full three nights.

In an attempt to resolve the issue (refund the two nights to our credit card), I called hotels.com customer service. After being on hold for 10 minutes, I was able to speak with someone who reported to me that she was able to resolve the issue. She reported that she called the hotel to confirm that we only stayed one night and told me that the refund would post to our credit card in seven-10 days.

The refund has not posted as of yet and for the past two weeks, I've been trying to contact customer service via phone and email. Today during my call, I was on hold for approximately 10 minutes (with the music in the background), then it seemed that someone was going to pick up. I said hello multiple times, but no one answered. I have now listened for 15 minutes of people talking, laughing, and not responding to my hellos.

I still don't have my refund. I am emailing the company again today.

I booked a room at the Harvard Square Hotel. When I got to the hotel, I discovered that my room, my sheets, my towels and the entire hotel was strongly scented. This is a major problem for me. I am disabled. I have asthma and serious life-threatening allergies to perfumes and scents. The hotel refused to do anything about this. Since I booked the room through Hotels.com, I had to go through them to change the booking and find another hotel.

Hotels.com found me another place to stay, and it was across the street. What I did not discover until the next day, was that Hotels.com charged me over $1000 a night for this alternative hotel. When I called to complain, they said they could give me a 10 percent discount; otherwise, their hands were tied. They said I should talk to the hotel manager.

I talked to the hotel manager on the other hotel (Charles Hotel), and the hotel manager said she could do nothing, since I'd booked the room through Hotels.com. It was a "confidential rate", and that they could do nothing for me. I am now stuck in this overpriced and expensive room. Yes, it is scent free. So, I am not getting an asthma attack, but I am paying over $1000 a night. I don't know what to do about this. I cannot afford this fee, and I will dispute it when I get my credit card bill. Beyond that, I don't know what I can do. I would love any help or suggestions.

I paid $1,554.00 for a package with hotels.com, it was for hotels, flight and car rental.for 3 nights to Las Vegas. The flight out of Charlotte,NC as well as the hotel and car rental was great, until we went to flight back out of Vegas. We missed our flight because on our paper work we should have left on Saturday night at 12:20am but our paperwork stated Sunday 12:20am. If that was the case why did we pay for 3 nights? We were stranded and I talked with them on the phone for 2 hours, but they would not face blame for this even though it was in print.

We had to pay again just to get back home. We will never call hotels.com to book any trip for us again

We booked a room using hotels.com for a weekend trip. We wanted to stay at Caribbean Cove Hotel in Indianapolis, and I called hotels.com to verify if the rates they state include the indoor waterpark on the property. They assured me 3 times it was, so we booked the room through them. When we arrived at the hotel, they stated that the waterpark was not included in the price. They stated that they have this problem on a daily basis and are in a legal dispute with them over the misrepresentation.

I called hotels.com to resolve the issue and was on hold, many times, for over 20 minutes. I was on the phone with them for a total of 2 hours! I asked for a manager right away and after 20 minutes of holding, I was put on the phone with Karla **. I told her my issue and she had an attitude with me from the beginning. She rudely stated that I received an email confirmation which clearly stated that breakfast was not included. I told her I didn't care about the breakfast, that I was going to have to spend $150 for my family to go to the waterpark which they claimed was included, and that I wanted a refund for $150.

There was nothing on the website or email confirmation stating that the waterpark was not included. The only thing she would offer me was a $90 refund and $60 credit towards a future purchase with them. After a long fight with her I finally agreed to the $90 refund and told her to take the refund and shove it. I am now out $60 because hotels.com promised me something and refused to give it to me. After this was all said and done, I called hotels.com back to inquire about a room again to see what they said, and they still claimed that the waterpark was included! They are clearly deceiving their customers on purpose and I do not appreciate it! Hotels.com is the worst company ever!

Their rates are not as advertised. There were hidden fees when we arrived at Adina Hotel in Copenhagen.

The supervisor was extremely rude on the phone. And I was forced to pay an additional $200 for extra bed for my son.

I was checking hotel rates on your website a few days ago but eventually I did not book the reservation. Today, I am seeing double charges on my credit card for reservations I did not make. I tried calling customer support to explain that I did not make any reservation I was only checking for rates and I did not receive any confirmation email about any booking.

He refused to refund my money for the double bookings which I never made. And the guy hung up the phone on me! There is no need of me mentioning how angry I am right now and I will dispute the charges and seek legal consult if I have to. I can easily prove that I did not receive any confirmation email. I know you are going to tell me "according to our system, the reservation was confirmed." There must be a technical glitch because not only did I not go through with the booking, I was being charged twice of the same amount.

I need you to know that your service is unprofessional, irresponsible, and absolutely rude! Have someone call me back to apologize and refund the double charges. Thank you!!

I will never, ever, use hotels.com again!

I rate my experience with Hotels.com as the worse ever because of their poor customer service and lack of responsibility. My problem with them started because they ignored all complaints I filed online and the three telephone calls I made seemed to fall in the cracks with promises that they would take care of my situation. I made a booking online at Hotels.com on May 15, 2011 (reservation # **) for one night stay at Marriott Residence Inn - Somers Point, Atlantic City on May 27, 2011. The reason I filed complaints was because the record of my reservation and booking did not appeared in my account for their rewards program. NOTE: This was not the first time I was denied rewards for a booking with Hotels.com therefore, I was extremely angry of being cheated.

I am writing this letter to express great concern and dissatisfaction with our recent experience with hotels.com. We have been users of hotels.com for many years, with frequent use. We booked two rooms in Houston, Texas for this weekend, when we arrived they were not the rooms we booked. The hotel ZaZa said we much speak with Hotels.com to make any changes to the rooms, because we booked with you. - We waited 18 minutes the first time to reach a representative, she was rude and less than helpful. After a long phone conversation, I asked to speak to her supervisor, she said, "No use, she will tell you the same thing." I replied, I would wait anyway. After another 20 minutes, she hung up on me. I repeated this process three more times, where I was on hold over 20 minutes each time, only to get hung up on after they answered.

We ultimately left the hotel, rebooked another, not using hotels.com and contacted American Express to dispute the charges, we are now in dispute resolution and you will be hearing from Amex shortly.

We currently have 11 rooms booked with hotels.com, rooms that average way over $200/each. We have booked thousands and thousands of dollars through your company, but NEVER AGAIN. We will never use your service again, this is the second or third time that we have had a similar problem, and this time it was over the top.

Look for cancellations of our previously booked rooms as well.

While scheduling a weekend hotel with a coupon code of road trip that offered a 30% discount and a gas card, the website froze so I called customer service to complete the request.

The representative quoted me one price then I was billed another and given only the gas card (have never received) but not the discount. Upon arrival at the hotel, I discovered it was not the hotel I requested and called customer service and was told my original hotel was full but I could move the next night but would have to pay more than my original quote since it was the day of or I could get a complete refund and sleep in my car since there were no rooms available in the area for the night but I would be charged a cancellation fee by the hotel (that I never requested).

So I stayed at the hotel that was booked. When I returned home, I called again and was told by a supervisor they would investigate and contact me. That was a week ago and still have heard nothing. I feel this is a bait and switch scam and that there is no way to hold anyone there accountable for their actions.

AS WRITTEN IN A LETTER TO HOTELS.COM:

Dear Hotels.com Customer Service Representative:

On Saturday, July 20, I attempted to book a hotel on hotels.com, but the site was having difficulties, so I called a customer service representative to book my stay. He confirmed that I would be staying a the Courtyard by Marriott for two nights, at a rate of $79 UDS per night, including breakfast.

On Saturday afternoon, I had chemotherapy at Rocky Mountain Cancer Center at Skyridge Medical Center in Lone Tree, Colorado. I have Stage IV breast cancer, and was looking forward to getting some rest while and not worrying about my two young children's morning meal, as I tend to be very sick after chemo. We arrived at the hotel around 8pm and stayed the night. When we woke up the next morning to get breakfast, the front desk informed us that breakfast was available for an additional fee, and that because we booked our stay with expedia (not hotels.com) we were not eligible for the breakfast/room special.

Upon hearing this disappointing news, I called the hotels.com customer service center, and was told by both a representative and his manager that there was nothing they could do to correct the problem, and that not only were my children denied breakfast, but that the room was only booked for ONE night (as opposed to two, which was quoted by the hotels.com rep the previous day) and that the rate change for the room was significantly higher than the &79 rate that I was quoted and confirmed the day before.

It is now 9:42 am, and I am stuck in a hotel with no transportation, (I cannot drive after chemo due to the side effects of the drugs) no food for my children, and a horrible manager at hotels.com who refuses to help me resolve this issue.

I've decided to call hotels.com on the hotel phone, in hopes of speaking with a representative WHO CAN ACTUALLY HELP ME.

5 minutes later, I am on the phone with Fay, the ONLY positive experience regarding this debacle. Fay informed me that she would be able to add an additional night and charge my credit card for the original $79/night rate, as opposed to the $139 that the previous representative was going to charge. Further, she told me that she could refund me $20, which would cover the charge of only two meals of breakfast for only one day.

While I appreciate Fay's assistance, I am still livid that hotels.com made a significant error in my booking, and that, after calling customer service and being on hold for 23 minutes, the only resolution was to charge my credit card the amount that should have been charged in the first place. I am still out the inconvenience of having no breakfast for my children this morning, and it took more than 30 minutes and two phone calls for this problem to be addressed.

You have officially lost my paltry business, and I hope that all of you at hotels.com realize what a horrible experience this has been for myself and my children. Considering how bad things are for me right now, that's quite an accomplishment.

Laura S

I made a reservation through Hotels.com for a trip to New York, and the confirmation number is 16420802125. I was offered a $150 credit coupon by way of a refund. It is for the misinformation by Hotels.com booking agent, which cost me an additional $150 at the time of my checkout. My trip was April 23 - April 25th 2011. Since then, I have called four times enquiring about the non-receipt of these coupons. I have been kept on hold endlessly, disconnected, and have never been able to speak with a supervisor after numerous calls requesting to do so. I have today requested these coupons once again, but have little faith based on past experience of receiving them. Hotels.com has outsourced their customer service department to somewhere outside of the US. This may explain why it is so difficult to get a valid response.

The reservation did not disclose a "resort fee"; it was charged after I have completed my stay, and was ready to depart. When I tried to complain to Hotels.com, I spent a great deal of time on being "ignored"; listening to bad music and irritating messages before I got to complain to their **. Their "customer service" stinks! Never again!

They charged me $89.03 for a Double Bed room that the hotel charged them $71.03 for. Their excuse was that the hotel told them the rates were $79.99 when the actual rate is $63.99. They also did not advertise that there is a service fee.

I thought I called the hotel directly. The woman answered 'Wingate at Buckhead". I reserved the room for my husband. I never received a confirmation number or a receipt. I was told the card they used for the reservation would not be charged. My husband had a government card that was to be charged.

Well, it turned out to be Hotels.com and they charged my card immediately. I am currently on hold more than 35 minutes now for the 10th time, no joke, really. They keep hanging up on me. I am asking for a copy of my bill so we can be reimbursed by uncle sam. That all, and they keep hanging up on me. They misrepresented themselves, that should be against the law. Good luck to whomever uses them in the future. I certainly WILL NOT!!!!!!!

We have booked a hotel reservation with Hotels.com for a three-night stay (30 May to 02 June 2011) with them at Mark Hopkins Intercontinental Hotel in Francisco. Somehow, prior to getting checked in, we came to know that our father is on his deathbed in India, so we urgently needed to move. We informed them over the telephone and also e-mailed them. Finally, they asked for medical documents; and we scanned and sent them the same. Now, these people are not reverting; and not ready to pay our refund back which is Indian Rupee 29938.36. We would kindly request anyone to help us in claiming the same. This Hotels.com people are not even ready to give us a direct line number. We have even spoken directly to the hotel but they say they will entertain Hotels.com only in our case. Please, your urgent response is requested.

I booked a reservation with hotels.com for travel to Shanghai on 4/23/11. Because the hotel was not as advertised, and because I had an itinerary change, I needed an early check out. I was told by the hotel that I needed to work with my "travel agent". After several international phone calls with hotels.com while I was at the hotel lobby, they advised me that it would be acceptable for me to check out and committed that I would be issued a refund for US$1761 for the unused portion of my stay. They have a note in their case file dated 4/30/11 for the refund request that was processed.

After receiving a delinquent notice on my credit card account 2 months later, I realized that the refund was never processed. After several calls, they explained that the initial agent had filed the refund form incorrectly and that I would have to wait while they refiled. The current status is that they say they filed the refund on 7/14/11, 2.5 months after the initial commit.

I also asked them for a revised receipt for my trip indicating their standard information. They said they can't do it, but after talking with them they promised to do it, but still did not come through with their promise. I still have not received a receipt

We booked an 8 night reservation with Hotels.com and checked into the Sleep Inn. After 2 nights we decided to check out early rather than stay longer. I placed many calls to Hotels.com and they told me on the night before leaving, after speaking with Lauvel, that we would receive a refund of the remaining nights but asked me to call back again after actually checking out. The desk clerk, upon checking out, Karim would not give us a check out paper. I insisted on a piece of paper saying we had left and he called the manager, Jason Dewaide twice, whom I spoke with also, who had him write it on a business card. He said that it was up to Expedia to refund our money and not them. Expedia/Hotels.com said that it is Sleep Inn's policy that we forffeit 100% of the cost of the reservation if we check out early. The email confirmation says that changes or cancellation to the reservation after 4 PM on the day of check in result in a 1 night penalty. Hotels.com policy says that they do not charge any cancellation or change fees.

I needed to book a room that would sleep six people. When I went to the website, I was looking for a two-bedroom hotel room to accommodate my family of six. The site asked me how many people. When I put six, it automatically asked me to put two rooms. To my understanding, it was for the two bedrooms. When I got to the hotel to check in, the front desk informed me that I had been booked for two separate two-bedroom rooms. I told them that was not right and they canceled the room at that time.

I called hotels.com as soon as I got up to my room. They told me that I had to wait to be refunded for the other room till the wholesale representative gets back to work. I had to wait two days. Once they got someone on the phone, they said that I would receive a full refund of the other room. A week went by and I still didn't get my refund. When I called back over a week later, I was bounced around to three different people and when I finally got a supervisor, she said that it wasn't their fault and that I would not be getting a full refund for the extra room and that there was nothing that I could do about it. She was extremely rude. I will NEVER use this site again. She also stated that nobody outranked her so no one else would be able to help me!

We made reservations for 2 rooms, 2 nights in Oswego, NY for a graduation - hotel rooms were going fast. I got a confirmation # but when I arrived at the hotel they had no record of our confirm # - luckily he knew of a hotel that had just reopened and called for us and got 2 rooms for us but they were more expensive. I called hotels.com and complained - she indicated it would be handled - they sent email and offered $80 to compensate for the $419.54 expense which should have been about $100 less if our rooms had been available.

I reserved a room at Town and Country Motor Inn, Lake Placid, New York through Hotels.com. The reservation was made on March 11, 2011. The reservation was for 3 nights (7/22/2011 - 7/25/2011). I called 5 times over 3 months to confirm the reservation. 10 Days before departure, I called the hotel and they told me they cancelled my reservation. The reservation confirmation is #15419SY000941.

I needed a room in Frederick, MD for one night on a weekend in June, 2011. I looked online and looked at the various hotels there and called a number for reservations under the Hilton Garden Inn. I thought I was talking directly to the Hilton Garden Inn reservation desk and asked about government rates. The guy I spoke with had a very heavy Indian accent and he said that there were no government rates for that date and that the Hilton Garden Inn did not have any rooms. I said ok well let me look some where else then and was going to hangup and he said "Oh I can help you." I said but you work for Hilton. He said well the Sleep Inn in Frederick gets even higher customer ratings then the Hilton. I said well that is very odd why would you tell me that. I said don't you want people to stay at the Hilton. He said oh I can assure you that the Sleep Inn is very nice. I said are they owned by the same company? He NEVER gave me a straight answer even though I repeatedly asked him why he was trying to send me over to the Sleep Inn.

I used to be a serious road warrior and I would NEVER stay at a Sleep Inn but as I was only there one night I said ok that is fine and booked the room. ONLY AFTER we gave him our charge card did he say he was with Hotels.com. I said you did not say you were with Hotels.com when I asked you. He kept saying I can assure you the Sleep Inn is a top rated hotel. HMMM.

I stayed at the Sleep Inn - it met my needs plus my expectations - ugh. The room was well below my traveling standards.

We just got our charge bill and my husband looked at it and said what is this charge - hotels.com Canada and exchange rate charges. I looked at the date and said that was our trip to Frederick, MD - last time I looked that was not in Canada. We were never told that the hustler we were talking to was based in Canada. We were charged 2.78 for the exchange rate which is a scam and a half. We called and reported it to our charge card and will protest the charges. The charge card company said that we should have been told that he was in Canada and we would be charged exchange rates - nope he basically implied he was with the Hilton Garden Inn in MD.

This is not the first time Hotels.com has attempted to rip us off. We went to NYC one Feb and we received duplicate charges on our charge card for a stay in Sept of the same year when we were clearly not there. They try every trick in the book to rip you off. It took us at least 6 months to get the bogus charge removed.

Hotels.com charged in advanced to my credit card mentioned above $707.90

For reason beyond my control, I have to postponed my arrival in Berlin until the 16 of May. I called the Winter hotel and I was told that my room was given to an other customer and my reservation was cancelled. I never cancelled my reservation I only postponed my arrival until de 16th of May. Since I payed in advanced, I was expecting that I could arrive any time I could.

Is there anything it can be done? Can hotels.com get away with unethical for of doing business? What can I do?

On October 2010, I booked a room for the night of December 15, 2010 and was given a confirmation number :51656368.

Due to injury, I cancelled this reservation on November 30, 2010 and was given the confirmation number : 81802383252. However, my charge card was billed for this room. When I called hotels.com, an agent who only identified himself as Chris phoned the hotel and was told that since the reservation was not cancelled they would not issue a refund. Chris did not dispute that they received my cancellation but they failed to contact the hotel. I believe that since hotels.com made the error, they should issue the refund, but they refused.

I called Hotels.com on May 17after looking at the website to book a reservation for 8/17/2011 - 8/20/2011 for a Days Inn in Dumfries, VA for 3 nights. I specifically told the rep that I needed my hotel for these dates. Well she books it for 6/17- 20th even though we went over this several x's along with my confirmation email address that was never sent. I decided to call the hotel to check and see if this was going to be a double bed room. Something told me to call and reconfirm this res. since I never even received the email. Becky is the rep who made the res.

She completely screwed up this res. After several phone calls to complain to various reps. at Hotel.com only one out of the many reps I spoken too and the many documented notes taken, there was only one I spoke with that was willing to take the time and review my case and reimburse me. Her name is Alaina or Elena. She reviewed all of my calls and made the effort to refund my money that was withdrawn from my account. I commend her for her efforts. However because I had such poor service from this company, I don't think that I will ever use online services ever again. :-( FOR ANYTHING, HOTELS, FLIGHTS ETC.

I booked a reservation for a hotel through hotels.com. The representative took all the information and repeated back twice to make sure the type of room I wanted was correct.

When we arrived at the hotel, my sister-in-law's room was incorrect and the Hampton Inn couldn't do anything to change it due to the room being selected through hotels.com. When I called customer service at hotels.com, I got disconnected. So nothing has been rectified about the mistake they made.

The first thing that needs to be done is to hire people that can speak English and work in this country, not some far away land. Secondly, the company needs to man-up to their mistakes and compensate the consumer who placed the booking.

I got hotels.com unintentionally when dialing hotel number. Big mistake. I received confirmation email with pertinent info later than the deadline and I needed to change or possibly cancel due to child illness. After waiting on hold for an hour, I was told I would pay the night's fee because I didn't do it before the deadline.

What a scam. I will not use you or Super8 again and will spend all the available time online informing other consumers about the financial ripoff. When I called the hotel, they said this was hotels.com's policy while hotels.com said it was the hotel's policy.

I advise against ever booking travel through Hotels.com. The company does not stand behind their advertising and commencements to their customers. The Customer Service department is a joke. If you call the CS department, expect to wait 25 minutes to talk to a representative, most of whom can't speak English, or most important can't process the English language. Most of the telephone connection are so poor, ---- assuming the CS department is off-shore in India or other country --- that you can barely hear the person on the other end of the line. The CS representative will hang-up on you if you catch them in a lie and blame the disconnect on the telephone system.

Hotels.com does not respond to email complaints. Save your time and effort.

I booked 12 nights stay at a hotel in Mexico, thinking I earned a free night stay with my next reservation, but since I also booked my flight through Hotels.com, they say I am not eligible for their promotional program, book 10 hotel nights, get a free night,

Suggest you use one of the many on line discount travel vendors that we all have a choice of using. I hope these other companies back-up what they offer, and provide some customer service to assist and retain customers.

I placed a reservation for three nights to stay at thje Howard Johnson 2401 Atlantic Avenue, Ocean City, Maryland, 21842. When we arrived we noticed that hotel was not as adversited. The rooms were old and decayed. The bathrom was so small a child could not fit comfortable. I inmediately went downstairs to the "lobby" and cancelled the rest of the stay. Since they were going to charge for one night anyway. I have been trying to receive a refund from Hotels.com (booking agent), they say that Howard Johnson has to notify them that we cancelled. Howard Johnson ells me I need to contact Hotels.com They are passing the ball to each other and meanwhile I have not collected the $400.00 refund owed to me.

I booked 2 hotel rooms through Hotels.com in October of 2010. I found the price of the rooms to be cheaper with a competitor. I called hotels.com, and was advised I would be receiving two $30.00 coupon vouchers from them. I provided them with my mailing address, and was told I would receive the vouchers within 4-6 weeks. I never have received anything from them. I have been repeatedly calling trying to inquire, but have been met with the worst customer service I have ever encountered. For the most part, I spend a minimum of 20 minutes on hold each time.

Then I get a representative who is very difficult to understand. Once I am able to provide the representative with my dilemma, I am put on hold while he/she checks on it. Then I am told the usual. The vouchers are being mailed to you. You will receive them in 4-6 weeks. It is now June of 2011, and I still have nothing. I have been repeatedly calling, trying to get these vouchers. This past week I have called 6 times. Waiting on hold for ridiculous amounts of time. I did get 3 representatives live on the phone. They wound up putting me on hold, and then I was cut off all 3 times. I had provided them with my call back number, and not one of them had the common courtesy to call me back.

I have now finally given up. I cannot waste any more time with a company who cares nothing about customer service. It has been the absolute worst. I have read about other customers have had similar experiences with hotels.com. Pretty pathetic and sad that a company does business this way. I am done. To anyone who contemplates using them, please please stay away. Go to the actual hotel website to book. You will be much better off. I am just so glad that I did not have credit card issues with this company, because I really don't know how one would ever get their particular problem resolved with this horrible customer service. Do not ever book with hotels.com. Trust me you will regret it.

Hotels.com is a complete scam.

I was lied to by Jay ** on 6/23/2011, rushing me through the process of making my reservation. He conferred $1197.00, but my mother's (Ruth **) credit card was charged $1569.00. He said the reservation could be canceled any time.

When I called on 6/28/2011, Gaby stated I had 24 hours to cancel. Well, I just received the email on 6/27/2011, after asking Jay to take my e-mail address.

This was the worst.

I own an event planning business; I will not tell any clients to book with Hotel.com.

I paid for a hotel room for some family members and when they arrived, the hotel said the room had not been paid for and charged them again (even though they had their receipt for payment with them). I have contacted Hotels.com 12 times and have received nothing but the run-around and total shadiness. The hotel manager is "never available" and nothing is getting resolved regarding this situation. I just want one of the charges refunded, as staying in a dump like that shouldn't require double payment.

We made a reservation with hotels.com to stay at the Sea Trail Resort and Convention Center at Sunset Beach, NC. We received an upgrade to a villa from a guest room when we inquired about their packages. Four people were booked for our reservation. Myself, my wife, and our 2 children. The man who helped us (Justin) confirmed that we would have a villa with a separate bedroom. But when I received the email confirmation, it showed we were in a guest room with only one queen bed. It also showed the number of people in our party, 2 adults and 2 children.

We called twice to get the mistake corrected but were told we would have to pay $199 a night for the villa. The man I spoke to the second time apologized for the mistake but would not accommodate us. Even after I told him our children would have to sleep on the floor and asked how they could book 4 people in a room that had one queen bed. That proved that Justin lied to us about the 2 bedroom villa. Ultimately, we ended up cancelling the reservation. Needless to say, we are not going to deal with hotels.com every again and I do not recommend them to anyone who plans to book a hotel.

We were booking a hotel through hotels.com in Boston. We told them we were looking for a price range around $80-$100/night. We needed 1 room for two people. We then realized we were booke at two different hotels 1 room at each hotel.

In March I contacted Hotels.com to make a reservation for a spring break trip for my kids & youth pastors fm our church. In the course of a conversation that lasted approximately 30 minutes I ended up telling the Hotels.com rep to cancel the transaction as they did not have sufficient rooms to accommodate the three families traveling together as their website had indicated.

At the beginning of the conversation they had three rooms available, I gave my information, I was put on an extended hold only to have a rep inform me when she returned that only 1 room was available with absolutely no other explanation. I told the rep that was unacceptable, cancelled the entire transaction and hung up. Hotels.com forwarded this illegitimate transaction to the hotel anyway and I was charged for a no-show. There is no confirmation on my part that this "reservation" was ever authorized. I filed a claim with my bank, Wells Fargo to investigate this unauthorized transaction.

I was VERY unhappy about a hotel stay, the Hotel Capstone located in Tuscaloosa AL. The hotel agreed to CMP my rate, but said since I had booked through Expedia,(I guess Expedia and Hotels.com are owned by the same company) they would have to do the actual refunding. So I called Hotels.com, after waiting approx 10 minutes, my call was finally answered by a lady whom I couldn't understand very well. After 45 minutes all together on the phone, she told me that the computer was down, and she could not help me I would have to call back later. I asked her to call me back when the computers were back up and she refused, said she couldn't do that.

I asked her where she was located, because I couldn't understand her english, and was told she was in the US. When I asked her where she was, she said the state of California texas. I then asked for a supervisor, which took 12 minutes to come on the phone. His name was Miguel. I asked Miguel where they were and he admitted they were in South America. Again, he said he could not help me and I would have to call back later. I told him I would not call back and spend another hour on the phone, and again asked if he could call me when they could complete the transaction, and he also said he couldn't call me back, but he would personally take care of my refund when the computers came back up and would email me when that had been done. That was on 6/13/2011 between 4 PM and 5 PM and it is now Thurs. 6/23/11, and they have still not taken care of my refund.

I booked at the Monarch hotel in San Francisco on 17th April for seven nights. Shortly after arriving at the hotel, a family emergency arose and I needed to leave urgently. I rang hotels.com and was told I could get a refund for six nights provided I paid for one night as I had already checked in. This sounded reasonable, so I agreed. I was told my money would be refunded within seven days. Since then I have rung six times over a period of nine weeks and still have not received a refund. Every time I ring, they cannot explain why there has been no refund and they tell me it will be fixed and I will receive the refund within seven days and an email confirming this within 24 hours. I have never received the email or any correspondence from them. I believe they are counting on me eventually giving up and they have no intention of ever giving the refund they promised.

Hotels.com booked a hotel in Boston for one night when a flight was cancelled. i was given a confirmation number and proceeded to the hotel they said was 10 minutes away. When i got to the hotel they said they were overbooked and didn't understand why Hotels.com made the booking. I ended up sleeping in the check in area at Logan.

No other rooms were then available. So the hotel 10 miles away was anything but that and the cab fares totaled $150 and no room. I attempted to call Hotels.com customer service and listened to recordings for 45 minutes before i gave up. And when i called Hotels.com the next day to inquire as to what had happened the first words were "we aren't paying for your cab." Nice.

Hotels.com is a complete scam. I was lied to by the person taking the reservation that my reservation could be canceled on the same day as I was to arrive. After getting his name, we were disconnected. When I called back, the next rep told me I couldn't get a refund. I asked to speak to a supervisor and was on perpetual hold. Called back, was on hold 22 minutes, began to talk to someone and was disconnected. Called back, gave Jessica my phone number, began to tell her the situation and was disconnected. She never called me back.

Called American Express to dispute the charge and they gave me Expedia's number because the charge came from them. Talked to a manager, Viele (for Expedia and Hotels.com), who said she didn't have access to my reservation because I made it on the website. I told her that I called the reservation in and, even though she had my phone number, was eventually disconnected. She never called me back. In total, I was disconnected 4 times. AVOID THIS COMPANY!

I used hotels.com to make a motel reservation. The listing under their site showed three rooms available. A few days before I was to depart, I called the hotel directly only to be told that they did not have my reservation and actually have been booked up for months. They proceeded to tell me that hotels.com is famous for showing availabilities when there is none available. This means I would have showed up at my destination only to not have a room.

The people at Hotels.com are unprofessional and dishonest. When I tried to change my hotel reservations in Taiwan, they told me I couldn't because it was the hotel's policy to allow changes. However, when I talked to the hotel personnel, they were perfectly fine with changing my reservations, but insisted that I had to do it through Hotels.com. Not only did Hotels.com refuse to help me, they refused to let me talk to a supervisor stating it wouldn't make any difference. I insisted on waiting on hold anyway and they disconnected me. They are a high-profile website, so people automatically assume that they are honest. They should not be allowed to continue booking hotel rooms.

I had booked a vacation package to Greece with Hotels.com, also purchasing the insurance which allowed me to cancel for any reason. Riots broke out in Athens and I canceled my reservations. I was refunded the small amount of the hotel but received only airline credit of $1600 for the airfare. I had 1 year to use the credit which could only be used by me and had to be booked with Lufthansa (the original airline). When I called Customer Service I was told they didn't have any record of my account, but after my persistence they finally found me.

Then I was told that my time to use the credit had expired. I called the Insurance Company and kept calling Hotels.com until they finally admitted that my time to use the credit had not expired. I had trouble communicating with all of the customer service reps since none that I spoke with were native English speakers. My calls were constantly disconnected when they weren't telling me to call another telephone or putting me on hold for long periods while they got a "supervisor".

Finally, after weeks of talking with these people I had reservations on Lufthansa to leave May 16, 2011 out of Reagan International in D.C. I received an email telling me that my reservations were confirmed and giving flight numbers. The email also said there was no need to reconfirm. Even though I had gotten a $900 ticket with my $1600 credit I was resolved to take the loss just to get my relationship with Hotels.com over with. I then purchased tickets for my 2 daughters through another agency to travel on the same Lufthansa flights (actually Continental through Star Alliance).

I arrived at Reagan to find that while my daughters' tickets were fine and they were issued boarding passes, I no longer had reservations. I was on the phone for 4 hours with Hotels.com to no avail. I then called Lufthansa, they said my reservation was canceled because Hotels.com did not issue the tickets. My daughters had to leave for Scotland without me. When they got to Scotland, they couldn't pick up the rental car because it was reserved in my name and with my credit card -- they were hours from the hotel.

Finally, my youngest daughter was able to use her father's credit card (my ex-husband) to get the car. Meanwhile, I slept on a bench at the airport. I had to get to Scotland, my children were freaking out because I wasn't on the flight with them. After having a Lufthansa rep tell me the only available economy coach seat to Scotland would cost me $4500.00 (my girls' tickets were $900 each), I called a friend who went online and found the same tickets for $900. I arrived in Scotland a day later. I still have not been able to use my $1600 credit with Hotels.com nor have I received a refund of the funds. I had to spend in excess of an additional $900 to get to my destination because Hotels.com did not issue my tickets.

I lost a full day of my vacation. I have spent literally weeks of lost time just trying to deal with them on the telephone. The stress involved in having to send my children overseas without me was tremendous and my children's stress was also extreme, they were crying as they left for the plane. Hotels.com appears to be deliberately defrauding me of my money and this seems like a scam to me.

I booked this hotel on 5/22/11 at 10 pm. I tried to reach the hotel to get directions. All the numbers on Hotels.com page were not valid! I immediately cancelled over the phone. I was told that I would be charged for 1 night. I said fine! But I asked for an email confirmation. When I didn't get a confirmation of cancellation by morning, I began calling. I went on-line to cancel and it told me to call. I tried calling. The phone number was not valid! No one speaks American English. I called Hotels.com 4 times, spent 20-45 minutes each time on the phone with people who are not able to communicate 100% with customers. I explained to them that I wanted to cancel and I was aware that I would be charged for 1 night.

Finally after 4 calls and 3 emails, I got a response saying they confirmed the reservation, and they did not cancel it. I again called back telling them I wanted to cancel it. They then put me on hold again for 45 minutes, only to come back on the line telling me to call at 9 am Rome time to confirm cancellation. This place is obviously a scam. If they can burn 100 people in a month's time at 500 dollars a pop, they can get very rich very fast. They should be shut down! The last woman I spoke to told me they can only give a first name. There is no incident number recorded and it is up to the phone agent to make notes on file. That is total **. This would never happen in America. Shame on Canada or whoever started this scamming business! They will hear from me. And I will have an attorney contact them when I am stateside.

I made a reservation through Hotel. com on May 13, 2011. On May 1, 2011, I cancelled the reservation and I received a confirmation number via my email address listed on the contact information. I called Hotel.com at 1800-224-6835 and spoke with for persons regarding their refund policy. I was told three different stories until the point ,they could not invent anything else, they started to say the system was not working.

i spoke with one male who stated that the refund would take 24hr. I asked when does the 24hrs commence ( the of May from the 16th or the 17th of May 2011). He later provided me with an authorization number and said it would take 24hr. I called back again and spoke with another customer care who stated that my cancellation will not be processed on the 16th but on the 18th of May and she cannot see anything because their system was down. She in turn hung up on the communication. I called back again and spoke to another, Rachel, where I insisted I speak with their manager or supervisor, Jose. Rachel told me that would not be possible because he needs the information before he speaks with me and the system is down, therefore he would not be able to assist.

I asked her if all the conversation was recorded. She said yes. Jose came on the phone and he informed me that the system shows that the cancellation was made on the 16th and he would send me an email with all the information. The email was sent but it was a blank page. I informed him that a charge back and a dispute was open with my credit card company regarding this charge.

I am an attorney. I have a case in Massena, NY and had to go up there with my investigator. I tried to find a hotel near the area and saw a hotel at Hotels.com, but did not know it was in Canada. I only found that out after I booked the hotel. My investigator did not have a passport, thus we could not use that hotel. I canceled the reservation within minutes and they sent me a confirmation number. Imagine my surprise when Hotels.com charged my credit card $896.40 and got very ugly when I asked them to remove it from my credit card charge. To date, they refuse to issue me a credit.

Hotels.com overcharges and underserves! I booked one night online at AmericInn in a small, Midwest city at the Hotels.com price of $100. When I arrived at the hotel, they had my reservation, but no evidence of payment. So they scanned my credit card, now charging me the rate of $69! Once I got home, there were now two charges on my credit card. I called Hotels.com customer service, but the agent never allowed me to tell my story and instead spent his time scolding me for interrupting him.

After the fourth attempt to explain the problem, I calmly asked him to stop interrupting me and he abruptly put me on hold, mid-sentence. I called back and again calmly talked to another agent, who seemed more reasonable and assured me he would call the hotel property and then get back to me. Neither happened. I talked to the hotel manager twice later that day. He never got a call from hotels.com and had to call them. However, he could not get them to reverse my charges. Apparently, he did get his money and reversed the hotel charge on my card.

I basically paid Hotels.com $30 to make a hotel reservation for me, withhold payment from that hotel, scold me and ignore me. I vow in the future to only book my reservations directly with hotels either by phone or their corporate website. Hotels.com, like so many online agencies, is only making a buck on useless, rude service.

I called and spoke to a person who did not identify himself as a hotels.com representative, so I proceeded with my reservation thinking I was speaking with someone at the Mariott. I booked a room for one night, May 7th. After they got my credit card info, he mumbled some disclosures and wished me a nice evening. To my understanding, he said to call the day before if I wished to cancel my room, no specific time was mentioned. Our plans fell through and we decided to stay home that weekend so I called at 7:20 pm on the 6th and was told that I will be charged the full fee!

They pulled the entire, ''I'm sorry miss but that's the policy, and you should have read the email''. I work very hard and long hours, I don't have time to fool around online, I trusted people to take care of me on the phone with clarity. As of now there is a cat and dog game going on between the hotel and hotels.com about who owed me my $322. I will file a fraud report with my credit card and make sure some people get put in their places.

Booked online through hotels.com for a 2 night stay at super 8 motel for 136.00. Got to the hotel and realized It would have been only 103.00 if I would have just walked in that day and booked it. Hotels.com says tuff, we will not honor our price match guarantee. I'm working through the hotels directly for now on. Not an honest company.

I called Hotels.com about their Price Match Guarantee, which has major flaws. Don't trust it! If you use your Rewards for parts of the Reservation, you are not eligible for the Price Match Guarantee!

After discussing this with a CS Team member, I requested to talk to a Manager. She said, all were busy and no other resolution could be found. I disagreed and asked again for a CS Manager. The individual simply hung up on me! Nobody to reach. 2nd phone resulted in 20 min being on hold!

What a poor Customer Service job! I have never had such a bad CS. Other companies at least don't hang up, which is the minimum. I understand that some misunderstandings cannot be solved, but hanging up is unacceptable!

On 12.6.10, I went online with hotels.com, made a reservation to stay one night with St John's Suites in Jacksonville, FL for Jan 21, 2011. Please note only one St John's Suites in Jacksonville, FL so there's no mistake which hotel. Hotels.com took my credit card and made a charge of $76 ASAP to my card. I got to Jacksonville, FL on 1-21-11 with no reservation, my confirmation number matched nothing at St John 's. I had to pay yet again at St John's another $79. I turned over to BBBureau. They are allowing St John's/hotels.com to resolve. St John's states they never took my money and charged back to hotels.com. Funny but my credit card receipt shows differently as well as my banking statement. Hotels.com states that I went to the wrong hotel. Really, why was the address verified on 12.6? Why is there only one St John's in all of Jacksonville, FL? I demand recourse. This is fraud and it is sick that companies are doing this during in this horrific economy.

I called to make a change in my reservation. I was told that I would be charged over $100.00 for the change. The agent indicated that although I made the reservation at 9:00 pm on March 30th, I needed to make all necessary changes by 6:00 pm on March 30th. I was shocked and cancelled my reservation. The agent told me that the hotel would make them (Hotels.com) pay $100.00. I was told, "You should have read the policy." I called the hotel directly and they informed me that the agent was not telling the truth.

I called back five minutes later to keep my reservation. I was told by Hotels.com that I would not be allowed to keep my reservation and must pay the $169.00. Interestingly enough, the cost of the hotel for one night is $89.00, yet the charge of Hotels.com would be $169.00. I think that their actions and the way they handle business is despicable. I will certainly advise family, friends, and others not to use Hotels.com. They are not a reputable business.

I will never use hotels.com or any other online entity again. I had planned a trip to Texas and booked a hotel with Hotels.com. We prepaid for the room for two days. The itinerary that was sent to us in the email gave the wrong hotel, wrong address and wrong phone number. Therefore, when we arrived after a long day of travel, we did not have a room and the hotel had no record of us and our confirmation number. So we drove on for 20+ more miles to find another hotel.

As we were in a rural part of the state, phone contact with Hotels.com was spotty. When I did find a signal, I was put on hold for 10+ minutes just to get customer service. Then when I explained the problem (I don't think Gin believed me), they wanted me to drive back to the hotel. Then they tried to call the hotel and speak to the manager. This took again several minutes on hold. The manager was not in so I was asked to call back the next day. When I did so, I was again put on hold for a very long time. Again, the manager was not available and I was asked to call back. On my third call, I was given the same runaround. I told the third customer service person (Moses) that I was leaving this issue with him to solve. I was not going to waste the rest of my vacation on the phone alongside the road where I could find a signal.

On all three calls, I asked for a refund because Hotels.com made a mistake. I was never given a refund nor was I ever compensated for the error. I don't know why Hotels.com bothers with a customer service line. It is totally a waste of time. Do yourself and your credit card a favor, call the hotel directly and stay away from Hotels.com and Expedia (owned by the same company). Apparently, refunds are out of the question regardless of who is at fault.

On Jan. 24, 2011, I booked two nights hotel through Hotels.com. The reservation date is for May 28 to May 30 and it charged $436.12. The reservation indicated that this is non-refundable. When I submitted my online reservation, it's already 8:05 PM. Immediately after that, I realized that the location of the hotel was wrong so I thought, let me try if I can cancel the reservation. Sure enough, it allowed me to cancel and it indicated that the cancellation was successful. The cancellation was done at 8:10 PM. I wanted to make sure that the reservation was indeed cancelled, so I kept checking my account from Hotels.com and no reservation was found.

On Feb. 5, 2011, I thought it's okay to book the hotel with the correct location again, so I reserved another hotel through Hotels.com. When I looked at my credit card statement on Feb. 14, 2011, I found the charge of $436.12 from Hotels.com. I called the the customer service. I was told, "the policy is policy," and there was nothing that they can do. I argued and pleaded to them to just give me a break, but they told me "you do whatever you need to do." They won't give me back my money. I asked if I can still have the hotel at least, but they said no. I asked why would they let me cancel it if it's not refundable. But they said that they have to give customer option. Well, the option certainly only benefit Hotels.com, not the consumer!

On July 14, 2010, I booked two rooms for the Bergresort Seefeld. I received an email confirmation and one itinerary number for both rooms from Hotels.com. On October 7, 2010, I used the Hotels.com website to cancel my itinerary for the Bergresort Seefeld as I had found different accommodations. I received a confirmation from Hotels.com. In the subject line it says, "confirm cancellation itinerary # xxx Bergresort Seefeld".

Unfortunately, I was charged on December 28, 2010 for a room that wasn't canceled. Hotels.com canceled one of the rooms under the itinerary, but not the other. In calling Hotels.com to resolve this issue, I was put on hold for 90 minutes (after a 30-minute hold time and disconnection), I spoke with Melvin and then his supervisor Bernie, who took my home number, but never called me back. After 8 days, I contacted Hotels.com and spoke with Caitlin. After 30 minutes on the phone with her, she put me on "hold" and hung up on me.

We booked 2 hotel bedrooms based on pictures provided by hotels.com. It looked clean and worked with the number in our family well. We arrived at the hotel to find a filthy room. Bars on the windows, carpet you can't walk on, blood in the bathroom, cracks in the walls and all over the bathroom. I complained to the manager and they moved our room. The first rep I talked to told me it was my fault that I didn't spend more money on my hotel to get a nicer room. He was no help at all. I was so mad I hung up on him. I called hotels.com back and they offered $50 voucher for future hotel bookings. After waiting for the new room, we were placed into a bigger room that included a kitchen but it was in even worse condition. I took pictures. The rooms look nothing like the website shows. We were not happy. We called hotels.com back to report the problem and would wait for anywhere from 10-20 mins to get a rep and explain what was going on to only get disconnected. After trying several times to talk to someone we kind of gave up.

We took our kids over to Disneyland to try and salvage some of our day. While in the park, temperatures dropped pretty low and it got cold real quick. We returned to our room to warm up and try to get some sleep. There was no heater in the room at all. We went to the front desk to ask why, and all they offered us were extra blankets. My five-year old slept in two shirts, a sweater, her jacket, and her tennis shoes. We started calling hotels.com again and continued to play the hold game to only get disconnected every time we got a rep on the phone. I was so irritated. Finally we looked up the corporate number. They wouldn't do anything either. They basically said that we booked a 2-star hotel so what did we expect. I told her that no heat is unacceptable in a 30-degree weather and she told me that I would have to pay for the difference to move. They took no responsibility to us.

She called our current hotel and the manager wouldn't take her calls to help in the situation either. They knew they had scammed us. He would only allow a partial refund. Because of the time of year that it was, we couldn't book into another hotel until 2 days later. We paid for the difference out of our pockets. As of today, a week later, we still don't have even the partial refund. I called hotels.com again today, and again they were very unhelpful and tried to tell us to deal with the bank. The lady named Linda who helped us was so rude, I couldn't barely hold my tongue. She was an absolute smart ** to me. She didn't want to help and told me to let my lawyer handle it because she wouldn't do it anymore. We had to call back 3 times before finally someone at our bank went above and beyond, and helped us.

I made reservations with hotels.com with the Coral Beach Resort in Myrtle Beach South Carolina for January 1, 2011 through January 3, 2011. I arrived at the hotel at 5:00PM on Saturday afternoon. When asked for my identification and the identification for the other adult that would be staying with me, which was my niece, I was informed that her mother would have to check her in. I advised the manager at that time that my niece will not be arriving until Sunday. She then advised me that I would not be able to check into the hotel because the agreement that I received online indicated that if the person is 18, his/her parents would have to be there to sign him/her in.

I advised her that my agreement stated, which I had with me at the time, that you must be at least 25 years of age to check into the room and I meet the requirements. The hotel manager advised me that I could not check in. She actually called and spoke with a representative at hotels.com and advised them of their guidelines in which hotels.com should be aware of if they are a third party company conducting business with this hotel chain. She then placed me on the phone with a representative at hotels.com. I explained my situation to that representative and advised them that they either find me the same type of room that I had or refund me my money immediately on my credit card.

The representative was over talking me, which was very rude, so therefore I asked to speak with a supervisor. The representative continued to talk to me then eventually, without being notified, the representative placed me on hold. I actually held the line for approximately thirty minutes with music playing in my ear. Not one time did the representative came to the phone to advise me she was getting me an assistance. I held the line until a recording came on the phone and stated to me that unfortunately, we cannot assist you at this time, please hang up. The hotel manager then called back to hotels.com and immediately asked for a supervisor. At that time, the CSR got a supervisor on the line by the name of Robert.

The hotel manager then spoke with Robert and explained the situation to him again and also advised him that I was not informed of the guidelines for an adult. I spoke with Robert and also advised him that they can either find me another hotel, in which the manager at the Coral Beach Resort took upon herself to call around the area and she actually found a hotel to meet my accommodations. Robert then told me he could not refund my money. I advised him when I called in and booked my reservations, I was not advised by the customer service representative who took my reservations of the guidelines. He then asked me, did I advised the representative at hotels.com the age of the adult? I advised Robert that the question that was asked to me by their customer service representative was how many adults? I advised Robert that the representative never asked me the age of the adult. Robert then informed me that it was my responsibility to disclose the age of the adult.

I advised Robert that I do not work for his company, therefore, I do not know the rules and regulations. However, if there are rules in reference to and adult that is eighteen years of age, it is the responsibility of the representative that is employed by hotels.com to ask me the age of the adult. He continuously asked me why didn't I advise the rep the age of the adult. I feel as though it is the company's responsibility to verify that information with customers if they are booking reservations. I'm not sure if they are reading from a script when conducting business, but if business is conducted over the telephone, it should be conducted the proper way and information need to be disclosed before processing a credit card payment. He then advised me that he would book me at Landmark Resort and that my reservation would be there when I arrive, this was after spending one hour and a half at the Coral Beach Resort.

I arrived at Landmark Resort and there was no reservation there. I stood in their lobby for approximately 15 minutes, still no reservation. So once again, I called back to Hotels.com. I spoke with a representative, they advised me that my reservation was at Landmark and I advised them that I'm at the Landmark Resort and there is no record of my reservation. The representative then told me to hold the line while they contact Landmark. I was then placed on hold again while waiting in the lobby. There was no call into the lobby area at the Landmark Resort in reference to my reservation. I then again had to call back to hotels.com and asked to speak with the manager.

I spoke with the manager and she placed me on hold. At this time, I was informed by the receptionist that they were sending my reservation through. It actually took me 2 hours and 45 minutes to get accommodated for my weekend stay. The CSRs' services were very poor and instead of them admitting that they were at fault due to their company not disclosing the correct information that was needed at the time of check in. I do not recommend this service to anyone. They have very poor customer service and they place customers on hold, never coming back to the line to advise them that they are being placed on hold. The service was poor and they do not take into consideration the care of the customers. They do not provide customer courtesy neither do they hand they customers or calls on a professional level. This company needs to stop making reservations if they are not familiar with rules and regulations.

You need to be insane to deal with these people. They deceptively say they are on "no cancellation fee," but it isn't true. Almost every hotel in the US allows you to cancel up to one day prior to arrival, but with hotels.com, your reservation is subject to the cancellation policy hotels.com has with each individual hotel. So, the claim they have is just not true.

I made a two-night reservation at a hotel in Dallas. Before I did this, I checked the hotels.com website and reviewed their cancellation policy. They recommend you hit the "Description" tab for the property you are staying at, so you can see just what that property has in terms of a cancellation policy. However, most of those sites don't mention anything. So I went directly to the hotel, punched in some dates, and got to see what at typical reservation cancellation policy looked like.

Comforted in the fact that I had a couple weeks to decide, I made the reservation on hotels.com. I actually had to cancel the reservation an hour later and thought nothing of it. When I got my credit card statement, I saw they charged me a full one-night penalty. Basically, they had given me a non-refundable reservation, because they were obligated to pay the hotel due to their agreement with that hotel.

I will never use them again, and I am challenging the charge due to faulty advertising. And like numerous others who have complained about this company, I couldn't get anyone from the US to address my problem. And if you were able to understand them, they were powerless to do anything but regurgitate what is written in front of them...even the managers. Do yourself a favor and deal with hotels directly--they are much more flexible and forthcoming.

I booked a room at DoubleTree Memphis-Downtown October 23, 2010, through hotels.com. The stay was great and problem free. I incurred a charge of 156.04 for my stay through hotels.com. Over two months later I received a charge of 161.17 for my stay from the hotel directly. Turns out, hotels.com never reimbursed DoubleTree for the stay so the hotel was forced to bill me themselves at their room rate for that night instead. After investigating the incident, I was informed that hotels.com indeed refused to pay the hotel and sent out an email stating that I was not a member and did not make reservations through them. I was furious having been a loyal member for several years and using their service! The explanation given by hotels.com was that my reservation was lost?! Yet they were able to pull it up as soon as I called with a complaint, right!

They were very unprofessional and were clueless when I asked for an explanation. I made at least 8-10 calls to them, and even had one to tell me that the information on my account was not available to discuss. After countless calls with the hotel, my bank, and hotels.com I was left waiting to see if I'd be refunded for being double charged over the next 72hrs. Had I not called hotels.com they would have never owned up to their mistake. I ended up contacting the actual hotel itself for assistance on resolving the incident. The manager at DoubleTree was actually very understanding and Hotels.com was far less helpful being that they were the blame. Because the account that was overcharged is used for billing only, I ended up with a negative balance, which resulted in overdraft fees. I ended up with a headache a mile long and mad frustration!

My wife made reservations through Hotels.com a month before our check-in time which was December 16, 2010. On December 13, 2010, we called to cancel our reservation due to us not being able to go to Ruston for that time. After speaking to a lady, which I know she didn't give us her right name, told us that we could cancel but we would not get any parts of our money back.

I checked everywhere on their site that shows us making the reservation in the first place and there was never mention where once you make a reservation, it's non-refundable. The only way we saw there policy on it being non-refundable is some papers they faxed to us. Yet on their original site, it shows where you can cancel, even with options you can cancel for. After going back and forth with this lady about them keeping money when the services would not be rendered, how can this be so? Their only response is the contract states that it's non-refundable.

Nevertheless, our money was wasted and the hotel where we were suppose to stay at told us they didn't receive anything from them about our reservation or they could have adjusted for future use. I'm telling my story to anyone who reads it to know that Hotels.com is a scam. You can't advertise refunds and not allow people to use it if necessary. This was the very first time I have ever use this kind of service and I promise I'll never use any of them again. I've been using hotels across the country and never had a problem not even close to this before. This is my last. I don't deal with companies that lie, cheat and steal then try to make it the customer's fault.

On October 8, 2010, I was promised a voucher because **** had not credited my account for several hotel stays during the summer. I was told it might take 4-6 weeks. After 4 weeks, I called and they said they would send a new request because the previous request had not been processed. I was told to call again after November 18, 2010 which was 6 weeks from the initial request. I called on November 20 and I was told it had not been processed. I spoke to Ms. *** who sent a personal email asking for them to expedite this and to send her a confirmation. She said I could call back after November 29. A Customer Service Representative named Marlene said that it had not been processed and that I should wait 4-6 weeks. I had planned a hotel stay using the promised voucher and had to cancel because it did not arrive when they said it would.

On Nov 12 2010, I made an online hotel reservation for my daughter for check-in to be on Nov 13th and check-out to be on Nov 14th, 2010. The reservation was for a room at Four Points by Sheraton Bakersfield, CA. When the confirmation page displayed, the dates of the reservation were changed to Nov 21st and Nov 22nd. I immediately called customer service and informed them of the error. They would take no responsibility, and refused to refund any money for the erroneous booking. I believe Hotels.com is engaged in fraudulent and unscrupulous business practices.

After I booked a room in Ocean City, Md using Hotels.com, I was sent two $20 Hotel Bucks vouchers. When we arrived in O.C., we weren't given the beach front room that we paid for and was also put in a smoking room when we asked for non smoking. The hotel told me that was what I requested on Hotels.com and of course it wasn't.

Hotels.com customer service rep didn't speak good English and kept putting me on hold so we just took the room. After complaining to Hotels.com the next week, I was sent the Hotel Bucks and was told to just use book another stay and write the booking number on the back and mail them in. That's what I did a month ago.

I have not been credited in 3 to 7 business days as promised. Hotels.com is saying they have no record of sending me the vouchers or receiving them back and to call back in 30 days. I asked for a supervisor and was put on indefinite hold. After calling back twice again, I was told by someone who speaks even worse English that I have to wait 6 to 8 weeks for the vouchers to be processed and to call back after that.

An email to "Contact Us" on the Hotels.com website, got me several form letters apologizing and telling me how to use my Hotel Bucks. I've already did what they asked me to do with no results. In addition to Hotels.com ** me, the Hotel that I stayed in which was the Hilton got me as well. They told me that the $100 deposit that they hold would be released in 3 business days. After it wasn't, I called them and was told in 5 to 7 business days. Another call to the Hilton and the rep told me that the money was released the same day that I checked out and that it's the bank that's holding my money. Of course it wasn't the bank. Finally, 3 weeks after checkout my money was released by Hilton. Never using Hilton or Hotels.com ever again. I'll spend my money elsewhere.Tthank you.

The big green "this is your per-night price" when I booked evaporated when they charged; I ended up paying substantially more. My own fault. I didn't double check the amount being charged when I booked. But you can't trust the advertized rate. It is unrelated to what you will actually pay per night.

I have 7 nights on Hotels.com. On the 10th, they give you a free night. So I called and inquired on how to get my free night. They told me that when I finished 3 days of stay, which I then booked 4 nights (wedding present for my wife for 27 years of marriage) making a total of 11 nights, I will get my free night. When I completed my 10th night, I called to get my free night.

The phone was answered in India by a very rude customer service representative. He told me that I have to wait for all the 4 nights and after that I would get my free night. I was not happy, so I requested a supervisor. I was answered and after debating about poor customer service, he hung up on me.

I called when the I finished my 4th stay and requested my free night. Now they told me to wait 72 hours afterwards. Since the beginning, when I booked this reservation they took my money of my bank account. I was not happy and requested for a supervisor and was hung up again! I called back and was hung up again! After calling the 3rd time, I was put in a long hold, 30 minutes. When the representative came back to see if I was still there. Imagine, she told me that a supervisor was busy and if I want to hold. I said yes and after 15mins, I got disconnected again!

Imagine if I had an emergency. They don't know anything of customer service. They treat you as scum. So people, watch out for this company they just want your money!

I am unhappy with Hotels.com's service provided on October 15, 2010. I had to cancel my reservation because no one showed up to check in. I called the hotel to cancel and was told that I had to go through Hotels.com. I asked the hotel how much it would be to cancel after 6 pm. I was told it would be the cost of the first night stay of $89.00 plus tax. I discovered that I was charged $392.00, the total price including taxes a few days later. I am unsatisfied with your cancellation process and your customer service representative's lack of knowledge. Due to this, I will not be doing business with Hotels.com in the future.

As a professional, I often make last-minute trips, and I have used Hotels.com twice in the past without much trouble. So when I had to make a quick trip to Washington in the last week of October 2010, I booked a room for five days at the Monticello Hotel through Hotels.com. Because of changes in plans, and a colleague who wanted to meet back up north on that Monday, I called Hotels.com and asked them if it was all right if I cut my reservation short by one day. I was assured by the Hotels.com representative that I could cancel my last day. I repeated the question: "You're absolutely sure I can cancel this $300/night room on Sunday night and get a refund?" The customer service woman said absolutely yes. She then proceeded to read me the cancellation policy which allowed me to get a refund on that one night.

I then checked with Amtrak to see if I could change my Acela train reservation to Sunday night. After changing it, I called Hotels.com back and was connected to a "Kristen" who put me on hold for over an hour total. I am very sure that the wait time she subjected me to was purely cosmetic, as I called the Monticello hotel and was able to talk to them and figure out what was going on in a few minutes. It turned out that I could not cancel that last night, and I would not get my money back. I don't mind so much the hidden rules and conditions - this condition of a 5-day stay at the Monticello Hotel being mandatory. But the long waits were maddening, and they do this deliberately.

The website states that Hotels.com does not charge any cancellation fees and that you can cancel, but the hotel may charge fees or not allow refunds. But in actuality, the hotel has nothing to do with Hotels.com's refund or cancellation policy or charges. It is misleading & due to the fact that I was unable to stay at the facility due to the unsanitary & unsafe conditions, I did not receive any service & my money should be refunded. I requested a refund from Hotels.com, but received a response they will not refund my money. I checked in only to show that it wasn't just a "cancellation". I also had the desk clerk state on my receipt that I did not stay in the room & she signed it. It was appalling that the bathroom wasn't clean, the room smelled & was rundown, the towels were dirty (looked like someone had just left the room moments ago).

I will never use hotels.com again & will be sure to let everyone I know never to use this service either. It was not only a horrible experience, but cost me since I had to find another hotel to stay in the middle of the night & with having paid Hotels.com already, it significantly impacted my spending power and also caused me to have another horrible experience at another hotel with a roach & bug problem. It has made me leery of travelling and reservations since you can't be sure it's on the level.

Here is a copy of what I submitted today on Hotels.com website. On 8/5/10, I booked a reservation with Baymont Inn in Cedar Rapids, Iowa. I received an email confirmation #xxxxxxxx. When I called today to cancel, I was told this is a non-refundable reservation. At no time during the booking period was I told this was non-refundable or I never would have booked it. The email confirmation also does not state it is non-refundable. At this time, I have spent about 50 minutes trying to speak to a supervisor to get a refund. I was put on hold for about 20 minutes and finally hung up to just call back again.

I received the same response and asked to speak to a supervisor. I told Erica I was not interested in being put on hold again. I then spent another 5 minutes and 17 seconds on hold before hanging up again. The third time I called, I talked to Amanda. I called at 5:27 pm and it is now 5:33 pm and I am still holding. I see this as a way to wear me down to not pursue this refund. I also called the hotel directly and told them what happened.

It is now 5:34 pm and I was just disconnected. 5:35 pm and I am calling again. Talking to Chudee, she told me all the same stuff again except she had the decency to tell me I should have been told it was non-refundable when I booked it. Said she would make sure her supervisor would talk to me. 5:43 pm and still holding. 5:48 pm, caller came back on the line, not the supervisor. Told me again it was non-refundable. I let her know I went back to my original email and could then see the cancellation policy. For some reason, it did not print.

As I told her, it was pretty much a moot point as the whole matter starts when you book a reservation and are not told it is non-refundable. Printing it in an e-mail confirmation is too late. It is a scam, unethical, wrong and a bad way to do business. As I told her, I will continue to pursue this and will take it to consumer groups who help people who got screwed from businesses such as Hotels.com.

It is now 5:52 pm and I have been working on this for over an hour and it is quite apparent that supervisors are unwilling to talk to me. Probably because they also know it's wrong! I will never again book with Hotels.com and I have already let Baymont know I will no longer do business with them as this also reflects on them. It is now 5:54 and I just got a recording saying there is no answer and this call is being disconnected. I guess I should send letters to all large hotel chains letting them know that this is how people booking through Hotels.com get treated and they should reconsider using them.

I made a reservation for a hotel through Hotels.com. I received a confirmation email stating that I was confirmed for a king-sized bed. When I got to the hotel, they said that Hotels.com had booked a 'flex room' (meaning whatever was available) and all they had was a double bed.

I'm 6'3" and 250 lbs. and I don't fit in a double bed, so I called Hotels.com to straighten this out. They said that what they had sent me was not a 'confirmation' of a room reservation (which it definitely looked like to me!), and offered me a 10% discount on the room. I told them that I couldn't use the room. The hotel manager was kind enough to find us another hotel room.

When I got home, I saw that Hotels.com had still charged my credit card for $154. When I called them, they said that the 'fine print' says any cancellation after the original reservation gets no refund. I didn't know until I tried to check in that Hotels.com had ** up the reservation, and the only reason I needed a refund is because of their negligence! I intend to follow up with all consumer-related forums I can find (like this one) to let people know to never use Hotels.com. It's a bait and switch operation.

I made a hotel reservation on October 8, 2010 for a 2-night stay in Orlando on October 15 and 16, 2010 via the telephone. My purchase decision was based on the cancellation policy since there was a chance I may have to cancel, but wanted to be sure I had a room since it was a busy weekend in Orlando. I was told I had until October 12, 2010 at 4:00 pm to get a full refund. I even asked the reservations agent three times to confirm the policy while making the reservation to be sure. I finally accepted and made the reservation.

I had to call the next day to cancel and was told that a 1-night penalty fee would apply. I explained that that was not what was told to me over the phone, not just once, but several times. The representative asked if I received the confirmation email, which I hadn't even looked at, and explained the cancellation policy was in that email. I was confused why the correct cancellation policy would be given to me after I actually made the reservation. I asked Rene, who says he was a supervisor and would not give me his last name, if Hotels.com would reimburse a long-time customer due to one of their employees mistakes and he said "no." In the meantime, I will try to dispute $213.17 charge with my credit card and spread the news to anyone who will listen about their terrible service and policies. I realize I will never get back the few hours I was on the phone with them, including 3 hang ups. I have decided not to use Hotels.com or its parent company Expedia.com in the future.

I made a two day reservation at a hotel through hotels.com. Due to a change of plans, I cancelled my reservation the same day I made it through the website. The cancellation policy shows says that there is a one night room and tax fee if not cancelled by 12 am on 10/06/2010. I cancelled the reservation on 10/06/2010 at 11 pm.

They charged me a one night fee. How are you supposed to go back and cancel a reservation before you ever made it? This company is a rip-off! When I called to discuss this policy with them I was put on hold in the middle of the conversation. I had not cursed or been rude. Do not ever use this company; make your reservations with the hotel itself. Who needs this kind of service anyway? I will never use it again.

I know 100% for sure that Hotels.com manipulates the reviews by not posting the bad ones. I made reservations for 3 different hotels with this company and my positive reviews were posted immediately. The negative reviews never showed up even after I submitted them over and over again. I contacted their customer service and their response was: send us an email. This is what I did but they never responded. My reviews were based upon facts, upon what I saw and experienced - there was no bad language in there, nothing that would violate their policy.

I had booked the bad hotel because of a "review" that described the hotel as "convenient to reach from the airport, the cab would charge 150 pesos." The reality was: 2 cab drivers refused to take me there because it was in an area they were not familiar with. The third one had to call his dispatch and he agreed to take me there without dropping the flag for a flat fee of 350 pesos. The ride took almost 45 minutes.

Hotel looked totally different than on the picture (Photoshop?). No restaurants around, just cockroaches. The "review" that makes customers believe that this is an airport hotel, "conveniently located and ideal for long layovers" is still there, actually it is the only review that gives a description. According to Hotels.com the authors of the other reviews did not leave any comment.

I feel that what Hotels.com is doing is fraud. They are engaged in deceiving people who trust the reviews that they are able to read by censoring and deleting the bad reviews. I believe that it is even possible that the only report that I was able to see came from a Hotel employee or the owner. I don't trust this company and their website anymore after this experience.

I recently took advantage of the welcome rewards program with hotels.com in order to get the free rooms after every ten reservations. What a disappointment! In the last six months, I have over 40 rooms with hotels.com and to date have only gotten credit for 8 of them. Whenever I have called to investigate, I am continually frustrated by someone on the other end that can only speak broken English.

I have been told that I will not receive credit for by past reservations because I reserved the rooms in blocks larger than eight and that my email address was invalid. Their response seems odd to me since there has never been any disclaimer on their websites concerning the amount of rooms reserved and the fact that I constantly seem to be getting emails from them, despite my invalid address? Bottom line is, do not use these people to book your room! It's a fine place to get info, but stick the rewards program of an individual chain.

I have booked hotels and was part of a reward program which credits my reservations, and after 10 reservations, I would receive a free hotel. All was well but as I approached the 10 reservations needed, I started to be misdirected to 3rd party affiliates which invalidated my reservation as being added to my welcome reward count. It seems like, unless I say I am in the welcome reward, my bookings were not added. This was never an issue before and so that explanation seems suspect.

When I started the program I was told to give my e-mail address and they would credit my account with welcome reward points. Even when I call hotel.com directly and ask all the question to confirm that I am not talking to a 3rd party affiliate, my reservation still does not qualify. The most recent explanation from the customer service person was that the representative who help booked my reservation picked a 3rd party code. The end result is that I will not be credited my just reward point because hotel.com finds ways to make reservation not valid for welcome rewards.

Same complaint as the others. Terrible service from Hotels.com. Crappy hotel with drinkers and druggers in the parking lot of the American Inn in Fort Worth Texas on Calmont street. Talking to customer "no" service people in India who I couldn't understand and Hotels.com telling me to call the hotel directly for a refund. Well, if I have to deal with the Hotel directly, what do I need them for? Do the companies in India own Hotels.com? I ask because almost every time I have a crappy experience not only am I dealing with customer service in India, the hotel or motel is also ran/owned by Indians (not Native American Indians).

I don't mean to be racist or prejudiced but it seems that they don't put any money into maintenance and amenities and paint. I'm sorry but their places suck.Told I had to cancel within 24 hours but my reservation wasn't even made 24 hours in advance. And Hotels.com does not post or respond to your negative comments. But a couple of years ago, when I wrote a positive review, I was getting letters from the president and everything. I will never use Hotels.com or Expedia again. The little and oft time presumed savings just are not worth it. And I'm telling my story to everyone the minute I hear they are taking a trip.

I have booked a room with Hotels.com at Best Western Plaza New York City for June 16-20, 2010. The cab took us to the hotel and it was not in New York city. We tried to cancel, but Hotels.com left us stranded in an unsafe location. We stayed at a different hotel. Hotels.com refused to refund the charge for full 4 nights of stay.

Awful experience, spent 4+ hours on the phone with 0 results, no options for modifying the reservation, nobody took responsibility for the misleading hotel information.

I booked a room with a representative of Hotels.com on Wednesday for a friday night stay at Best Western in Kinder, Louisiana for an overnight casino trip. I got to hotel Friday about midnight to learn that Hotels.com booked us into a different hotel, that was not suitable to stay at. I paid for the night at Best Western.

When I returned home from my trip, I called Hotels.com and was given the run around. I made 3 different calls at 3 different times and spoke to 3 different people. I was never allowed to speak to management. I was left on "terminal hold" when I insisted on talking to manager. I was told that it was the hotel's responsibility to refund my money, when it was not the hotel that messed up. There's no resolution for this issue. I will never use Hotels.com again. They do not back up their promise of good service.

I had a reservation for three nights of which I had used my Welcome Rewards credit for one night. On Aug. 30th, I called customer service to ask them to assist me to modify my reservation as I need to change it for only two nights. The agent told me to cancel the reservation and rebook the entire trip. He stated the Welcome Rewards require 48 hours to be reprocessed. I had tried to rebook again on Sept. 1 but did not see a credit of the Welcome Rewards night. I contacted customer service again and they stated they escalated the ticket and it should be reflected in my account in 24 hours.

On Sept. 2, there still was no credit and again customer service said, "Sorry. Just check back in 24 hours." On Sept. 3rd, there was still no credit and again customer service said the same thing. Since this was the day of my trip, I had to pay full price for both nights. On Sept. 7th, I contacted customer service again as I do not see the credit nor do I see the credit for the nights I did pay full price. I requested several times to speak to a supervisor but was denied. I am not only frustrated but feel no one is attempting to assist me. I will plan to blog and communicate my experience throughout all the travel web sites.

I had made a change to my reservation from one bedroom to two double beds on August 7. The first person I spoke to at hotels.com said there would be no problem and I would get an email of my change within 30 minutes. I never got it and so I called back, explained to them what I was doing, again was told no problem and he would send another email to me. I got an email and it said that hotel may not be able to honor my request. I called the hotel they said they had just got the request and that my reservation would be switched to two doubles. I checked in and found out that they still have me as single bed, and there was no record of my change.

They had a double-bed room that was available however it had no window, the carpet was filthy and the room was dusty. The toilet was not working properly and the tub did not drain water quickly. The iron was filthy and almost ruined my shirt when I used it. I called their so-called customer service because the hotel was not worth $90.00 a night, the website did not represent the pictures of the hotel room I was staying in. The hotel room was disgusting. This was not a 3-star hotel. There was a leak coming from the lobby ceiling in front of the elevators and the "fix" was to use an ice bucket to collect the water which appeared to be urine. I took a picture of it. They had a sign on the front of the outside door that after 10pm you had to use your key to get in. The hotel staff did not follow this at all and anyone could walk in off of the street and gain access to the hotel.

I spoke to a Maurice, they said they were going to put me on hold to contact the hotel. I was placed on hold for more than five minutes and then I was hung up on. I spoke to the manager Tracy at the hotel and asked if anyone called from hotels.com and she said no one had called. I had to deal with hotels.com about my concerns. I called back to speak to a supervisor and was put on hold and was hung up on. I called back again and again only to be dropped. I was even told by one rep that her "tools" were down and could not pull up my info. At this point I asked again to be transferred to a supervisor. I got dropped again. I finally got to speak to a supervisor. They answered unprofessionally by just saying "hello" and not giving his name. I had to ask for it.

I explained everything and the only thing they could do was give me a credit for one night and that If I was to leave my hotel, I would still be charged. I have never been given such a runaround and treated with such disrespect. When I asked why it is so difficult to speak to a supervisor, he said there are 30 reps and he is the only supervisor. Your tactic is to park people on hold so they hang up. This is a terrible way to do business.

I own a small bed and breakfast near a National Park. We have our B&B listed with Hotels.com, Expedia, Travelocity and Kayak (as well as some other small affiliated booking sites) through Bedandbreakfast.com. We list through these booking sites only because they seem to be the way "everyone" is booking these days. We'd like to warn people that this is not the best way to book. They list our B&B at about $1.50 less than we advertise. Usually if anyone asks we'll give them 5-10% just for asking. There have been several times we do not receive the booking from the booking site and the client is the one who suffers if we are full.

We have also have had guests with 2 adults and 3 teenage children arrive with reservations for 2 adults in a room that will only fit 2 adults. The room descriptions are often wrong stating there is a spa tub or a fireplace or is a pet friendly room when it is not. The latest problem we had was a guest who was told by Hotels.com that there was a shuttle from the other side of the park to our B&B which is an hour drive away! There is no shuttle! These poor people had taken a bus and had no way to get here. I offered to go get them but, they opted to get a room at that side of the park. I'm sure they won't get a refund from Hotels.com. I can't afford to refund them their money. I feel bad for them but, I didn't cause their dilemma. Beware of booking a small B&B through a booking site. You only save a couple of dollars and don't know what you are getting. Contact them directly.

I was participating in a cycling event in Napa, CA on Sunday, August 22. Since the ride started at 7 am and I live some 100-miles distant, I sought to make a hotel reservation near the event. Normally I stay with Marriott because they just never screw anything up. Unfortunately, every Marriott within about 50 miles of Napa was booked. Unfamiliar with the landscape, I resorted to hotels.com to find a room.

I made a reservation for a Comfort Inn about 20-miles away from the ride. Since all I needed was a place to sleep, I figured this would be acceptable. The following day I received a confirmation email indicating my non-smoking reservation. Everything looked good, right? The night before the bike ride, I went to the Comfort Inn and was told my smoking room was ready for me. When I stated that my reservation was for a non-smoking room, the Comfort Inn desk clerk told me the reservation had been made for smoking and since they were completely booked, that was all that was available.

Again, since all I needed was a place to sleep, I agreed to at least check out the smoking room. The clerk opened the door, but a few inches when I was overcome with the ashtray ambianceclearly there was no way I'd be able to sleep in that room. When I asked if I'd be charged if I didn't stay in that room that night, the clerk almost gleefully indicated that I'd already been charged. I then called hotels.com to explain the issue. The rep kept putting me on hold to "check my file to see if someone had changed my reservation." Then, she called the hotel and confirmed that indeed there was no vacancy.

At this point, the Comfort Inn clerk was telling me hotels.com would have to refund my money; and hotels.com was telling me Comfort Inn would have to make the refund. On the next business day, I contacted hotels.com and was given the same type of runaroundit was all my fault and Comfort Inn would have to make the refund. When he contacted the Comfort Inn manager, he was told the refund could not be made. As a courtesy to me, the hotels.com rep (Rafael) was willing to give me a refund of 10% and an $80 hotels.com voucher to stay somewhere else. I declined. After driving around seeking out a place to stay, I ended up yet another 30-plus miles away from my event, got to bed about 2 hours later than desired, and paid another big chunk of money for a room.

I have had a similar experience as Rose of Boston. I made a reservation thinking it was the hotel, but instead, it was Hotels.com. I was not told that this was a non-refundable reservation. I called 214-436-7311 and talked to a woman in Customer Relations who finally agreed to a full refund which I have yet to receive, but hopefully will within 7-10 days. Calling the 1-800 numbers provided will do no good in resolving complaints, nor calling the hotel in question.

I canceled reservation and was assured that the action took place and the charges would be reversed. I had to call back and remind the agent again. I felt like I'm scammed in an effort to get me pass the point of no return and would have had to pay the hotel cost anyway. I find very hard to understand the agents. I would highly recommend anyone who is considering using Hotels.com to call the hotel directly and tell them what price was quoted by Hotels.com and 9 times our of 10 they will meet or beat that price. It's fancy way to get your money. Lost of $144.93 if I had not called back a second time and demanded immediate action.

I booked three nights at a place through hotels.com about a month in advance. The day I arrived to check in, I was told that no such reservation existed and barely managed to get a room. As I had to pay out of pocket, I contacted hotels.com for a refund the next day. I was told the refund was put through. It has been two and I still have not received the refund. I absolutely will not book through hotels.com ever again. It is better to contact the hotel directly and pay a little extra especially since I am pretty sure all of customer support has been outsourced.

The reservation concerns an overnight stay at "Your Apartment in Florence" between 16 and 17 June 2010, booked on the AirCanada/WWTMS website [affiliate of Hotel.com]. The reservation cost CAD139, which was automatically deducted from my credit card. Upon arrival however, I was made to pay an additional amount of EUR170 for various charges, ranging from a late check-in fee to fees for services and use of electricity and linen. These extra and exorbitant fees were never mentioned at the time of booking, and neither were they mentioned when the confirmation was sent to me by email. Had I known that I was required to pay this extra amount, which are far in excess of the reservation fee I had paid for the accommodation, I would never have booked the place or through your website in the first place. I could have stayed in a 4star hotel for the amount I was made to pay, but unaware of beforehand.

I called Hotel.com on 2 occasions to file a complaint. On the phone, the best offer of compensation was vouchers for future use. The latest offer of compensation was a 50% reduction in my original booking fee, which amounts to CAD68.50. Unsatisfied with the response I received, the consumer service department suggested I write to Hotel.com, which I did on 3 separate occasions. Over a span of 1 month, I wrote 2 emails and sent a registered letter to the corporate headquarters of Hotel.com in Dallas. None of my written communications were answered, and nor did I get any acknowledgement of receipt.

The law demands that as a vendor of services Hotel.com must provide all necessary information to the consumer at the time of purchase. False advertising or failure to provide all necessary information is absolutely prohibited under the relevant consumer protection legislation. The lack of any information on the AirCanada/WWTMS website regarding the excess fees that the consumer is required to pay in addition to the reservation costs is a failure wholly on the part of Hotel.com.

As a consumer, I have every right to demand full compensation for my economic loss of EUR 170. I simply do not understand why I must be content with the offers of vouchers or a reduction in my original reservation fare, when the fault is entirely on Hotel.com. The lack of satisfactory attention paid to my complaint for the past month and ignoring my communications had not helped my determination not to accept anything less than full compensation for my economic loss of EUR 170 and a lot of wasted time and energy corresponding with a poor excuse for a business that does not respond or reply at all.

A reservation was made online on July 17th for 2-adults to stay at the Hilton Garden Inn, LAX, El Segundo, CA for dates August 1-3, 2010. I cancelled the reservation on July 20th. Their website offered a special refundable "Queens Evolution" which was cancelled due to a customer moving the appointment date a week later to August 8th-11th. Hotels.com kept our $353.86, saying even though the reservation was cancelled, it showed a non-refundable reservation which was not chosen. I called many times to speak to Customer Service Manager to report their website error and even spoke to the General Manager at the Hilton Garden Inn. I was told by Hotels.com to return the call numerous times and was put on hold for at least 15 minutes each time and a couple of times just dropped.

To me, Hotels.com is a con and they steal not only individual's money but also corporations'.

In England, I used Hotel.com to reserve a room at: Itinerary No 15927048801, Holiday Inn, Telegraph Way Morn Hill, WinchesterS021 1HZ, United Kingdom. On June 28, 2010, I was charged $905.00 by Hotel.Com on my USAA Master Card for the reservation. On July 11, I was charged by the Holiday Inn when departing Winchester,GB Hotels and Motels ($264.11). Jul 11, 2010, I was charged Holiday Inns Winchester-GB, Hotels and Motel ($787.23).

The Hotels.Com has been of minimal help. I have called twice, both times England was reached but there was no one there to refund the double charges; a responsible party was not at the Hotel and I was requested to call again early in the morning. 1st call: 4:00 pm, 2nd call, 02:15 am ET and now I'm being requested to call again at 04:00 am CT/ Hotels.Com so that they can then try to call once again the Holiday Inn Transaction Action Person to refund the doubled charged room.

I have used Hotels.com for a long time, but are getting the run around while dealing with: $905.87 they charged me for a reservation, and the Holiday Inn Charges resulting in the same amount charged to my credit card when I checked out. I have a $2000.00 dollar hotel room in Winchester England at the Holiday Inn and no wants to take back the extra charge against my credit card. Please assist.

My wife is recovering from chemo radiation and surgery from breast cancer. Our 33rd anniv is approaching. I got on hotels.com website and made a reserve to surprise her at the Menger Hotel in San Antonio, TX. She was at the doctor when I did so. She came home about 2 hours later and I told her about our 2 night stay. She advised that she had just found out that she would be in another surgery those dates. I immediately canceled and received a confirmation with no caveat at all that it was not refundable. 2 days later Hotels.com debited my debit card for approx. $280.00. They will not respond to any of my emails. Keep in mind that I was a member of their rewards program. We are financially strapped and this money is a lot of money right now.

I was charged twice for the same reservation at Venetian/Palazzo hotel. Hotels.com overcharged me while I get a free stay with the Venetian/Palazzo hotel hostess. Venetian/Palazzo refunded me with their charge but hotels.com still charged me for that one same night stay. I tried to talk to them to resolve this error and was put on hold for over 30 minutes.

Hotels.com is horrible. Do not use them. The computer booked the wrong dates for booking a hotel. We booked 2 nights instead of one. We called 3 minutes later to correct the mistake. Hotels.com are charging $200 after cancelling the room. They put us on hold 13 minutes then a man who had a very heavy Indian accent that was hard to understand said he would refund one day and book the one correct night. Then he put us on hold for another 18 minutes. Then another (perhaps the same) man said he would cancel but charge us $200 dollars. Now we are paying for 2 nights that we will not be there! The customer service is ridiculous!

We have 3 more trips planned this year and will not use their site. They lost hundreds of dollars of future business with us because of a $100 dollar charge that they would not correct. We will try to cancel our credit charges and call the hotel directly but probably will have no luck.

I booked a room for Wisc Dells and while talking to the rep, she said it was the last room but assured me I was going to receive it. An hour later, I receive an email stating it was canceled. Then we found another hotel in Wisc Dells. We used Hotels.com to book the room again, only to find out the same thing occurred. So I called back to complain and was given several apologies and a 50 dollar voucher. They stated that I need to call again tomorrow to verify the 2nd refund for the 2nd hotel I was going to receive. After I asked what time I should call, the rep hung up on me. I waited 2 hours on hold total (tried to speak to a supervisor who I never spoke to), drove an hour, purchased tickets for an event near the hotel which cost $65. In addition, the rep hung up on me, which was very rude. I will never ever use this service again!

I am a slow learner and very forgiving so I have a list of mistakes I have made with this company but the last one was the last straw. I booked a room based on photos and the description. When I arrived, they put me in a smoking room when I requested a non. Not a big deal but not the best. When I inquired about getting a different room they informed me that there are two types of rooms at their hotel, Expedia Rooms and the rest of the hotel rooms. Most of the hotels I visited had this policy. When you book through **** , you are booking a room that is in a special pool of rooms.

These are usually the ones with outdated TVs, AC issues, smells, leaky faucets, et cetera. Rarely are the hotel clerks so forthcoming as the ones in this case though. If you are looking for a getaway or a relaxing time, you are better off dealing with the hotel directly. I have dealt with **** customer service before as well and I discovered that it is much easier and safer to book via the web and never call them unless you like spending hours on the phone getting put on hold by someone who isn't listening to a word you say.

We reserved a deluxe two bed non smoking room at Omni Newport News Hotel located in Newport News, VA. The reservation was made by hotels.com for the night of July 3rd. Our family had planned a vacation to Virginia Beach, VA for July 4th.

We reached the hotel at around 11:00 pm on July 3rd. The front desk associate at the hotel told us that the hotel has oversold the rooms and we need to contact the Hotels.com as they do not have to offer the room. We tried calling the Hotels.com and nobody would pick up the phone. After one and half hours the front desk associate called the hotel manager and offered us one bed smoking room. We toured the room and found that the room is not acceptable to stay in for that night. The hotel manager, Trish also tried calling the Hotels.com. I was able to speak with one associate at Hotels.com around 1:30am. I asked the associate to let me speak with the supervisor/manager and I was on hold for another hour before I had to hang up my phone line.

Finally, we decided to look for other hotels/motels around the Newport News. We were not able to find a room with other hotels/motels as they were completely booked due to July 4th weekend. We had to cancel our vacation and had to return back to our home. We tried calling Hotels.com customer service many times next morning. After fourth time, we were able to speak with a supervisor, Ms. Suzanne from Hotels.com. She offered us the cancellation of our booking. We were never able to stay at any hotel, and were subject to a great inconvenience and had to cancel our trip to Virginia Beach. There will be not cost compared to ruined family vacation time on July 4th.

Hotels.com booked me in a room that only has one bed after I asked for a room with two beds, which was confirmed by Hotels.com via email and online. I happen to call the hotel, Holiday Inn Express, to ask about late check-in, at which time they informed me that a room with 2 beds was not available.

I called Hotels.com back to see what could be done and after being on hold for 34 minutes over a very bad connection, I was told that Hotels.com would fax the hotel manager a copy of the room confirmation and that I should call back in an hour to see what had been done. I called the hotel to see what could be done, and there was nothing they could do. All the two-bed rooms were booked for the weekend.

I don't understand why Hotels.com would confirm that I had a two-bed room when none was available, why I was on hold for so long, using my minutes, and why they could not call me back instead of placing me on hold for so long, and then on top of all this, why no one solved my problem. I'm now going to have to sleep at the Holiday Inn Express on a roll away, because all the hotels in the area are booked. Thanks for nothing Hotels.com. I don't believe I'll be using your services again.

Through **** , I discovered that I cannot use my rewards points for my free night that I need in 2 days because I have to complete an entire stay. I was never told this. I have 8 nights and I need 2 additional nights for 10 nights that will give me one free night which I need for an early morning meeting. I am currently in a 4-night stay which at its conclusion will give me 12 nights--2 nights more than what I need. I was told that I have to complete the 4 nights before my rewards points are updated which will take at least 72 hours. I spoke with customer service that told me there is no one else to complain to other than her.

I asked if she owned the company and she said no but this is the way they are set up. **** is a crappy company with crappy customer service. She kept saying she could offer me a 10% discount if I booked the room and paid for it. She also said she could send to me a $20 voucher that I could use to book my next room, great! But it won't arrive for 6-8 weeks. She finally admitted that there was nothing that she could do to help me with Friday's reservation. Thanks a lot. Expedia? **** ? Never.

Whatever you do,do not,by any means, use **. They are con artists and rip-offs. They told me I was unable to cancel my reservation because it was too late according, to the Holiday Inn. I called to cancel my reservation 2 days before my arrival. I arrived at the hotel 3 hours before check-in time, and was told by Holiday Inn that my room reservation could indeed, be cancelled before 6 PM. ** lied.

I don't know if they will charge me for this room, but Holiday Inn has told me that there will be no charges to **. ** is the biggest rip off, period. Do not support them. They don't allow you to get a receipt from the desk when you check-out. They'll send you a receipt via email, this is unacceptable, for my expense reporting.

The economic damage is yet to be determined. ** states that they do not charge for cancellations, and that all of the charges come from the hotel chain itself. Holiday Inn will not be charging me for this room. We will see if ** charges me. I will follow up soon.

I had a bad experience with Hotels.com/Expedia (same company) over the 4th of July weekend. We were on a spontaneous road trip and hadn't booked any rooms in advance. After visiting Mt. Rushmore on July 3, we began looking for a room in town. Of course, all of the local hotels had jacked their rates up to ridiculous amounts, so I called Hotels.com and let them know that we'd be happy to drive as far as Deadwood, SD if they could locate a reasonably priced room there for us. The man on the phone (He said his name was Jay, but if you've dealt with them before you know that anyone who answers a phone is on a different continent and probably makes up an "American sounding" name.) said he had found us a room at at the AmericInn at Cadillac Jack's Gaming Resort in Deadwood. The price was fair, so I asked him to book it and we started driving there.

We arrived at the hotel less than an hour. After the call to Hotels.com was made, we were told that they had no reservation for us. The woman working behind the front counter that night told me that not only did she not have a reservation for us in the system, but that nobody had even called to confirm a reservation in the last hour and that the place had been sold out for weeks. Apparently the confirmation number that they had emailed me was completely meaningless. They did make it a point to charge my credit card though.

I called Hotels.com to find out what the problem was and after having to wait almost 10 minutes just to speak to a real person, I was placed on hold again so that the customer service agent could call the hotel. I was standing at the front desk of the hotel during all of this because the woman working there was calling around to other hotels in the area to see if she could find a room for us. After being on hold for another five minutes, the phone at the hotel desk finally rang and it was the person from Hotels. She must have taken a break between the time she put me on hold and the time she actually made her call to the hotel. The call lasted only a few seconds and then it was several more minutes before she came back on the line to tell me that the hotel was full and that they could either offer me a refund or try to locate another room in the area and apply the balance that they had already charged me towards it.

I asked her to look into the latter which turned out to be a huge mistake because she put me on hold and never came back (I waited almost 30 minutes before hanging up). Fortunately, the woman at the front desk had found us a room at a hotel one town over in Leed, SD and we went on our way. I hadn't budgeted for having to pay for two hotel rooms that night, so I was very relieved when the new charge cleared my credit card. I was very angry that Hotels.com could have just as easily left us stranded and sleeping in my vehicle that night without so much as even an insincere apology.

I contacted Hotels.com a couple days after getting home from our trip to inquire about a refund. After waiting quite a while to speak to a person again, I was asked what the name was of the person working at the front desk that night so that they could speak to her and confirm that we were actually there. Again, I was placed on hold for a ridiculous amount of time while the customer service person contacted the hotel. After that, she came back on the line to inform me that the person I named wasn't there when she called and that they had no record of me checking in. I had to explain to her a second time that we didn't check in because we didn't have a room to check in to and that was why I wanted a refund. She told me that she would need a manager's approval to give me a refund and placed me on hold for another 15 minutes or so.

When she came back on the line, she told me that I would be refunded the price of the room within 24 hours and thanked me for doing business with Hotels.com. Still, there was no apology or any sort of offer to make it up to me. Before she could hang up, I asked her to please explain to me what had happened. The first thing she said was that it was my fault because we showed up to the hotel late. I told her that we were there before 10:00 pm and less than an hour after they booked our room there. Then she told me that it was the hotel's fault for not informing them that they had no rooms. I told her that they never even called to confirm my reservation, so the hotel was never given the opportunity to tell them that they had no rooms. Then she said that it was a "combination of those two" events/excuses and at that point I just let it go since it was clear that they weren't going to take any responsibility for what had happened.

How's that for customer service? I will never do business with Hotels.com/Expedia (same company) again and I hope that anyone who reads this will either find a different company to book their hotel rooms through or at the very least be extremely cautious when dealing with them. They may be able to save you a few dollars, but when it comes to hotel reservations, being confident that you will actually have a room when you show up is worth far more than anything they have to offer.

The customer service for this company is an utter nightmare. I literally sent a dozen emails and spent hours on the phone trying to get a receipt and they gave me nothing but the runaround. It was beyond frustrating. At one point, I got a manager on the phone and they actually hung up on me while I was talking. Fortunately, my company agreed to reimburse me despite the lack of receipt, but other business travelers with less lenient employers should stay clear.

What a horror it is to deal with Hotels.com. My issues were simple, yet too much for Hotels.com to amend. First, I booked two separate hotels in one weekend. My reservations only showed one, although I was certainly charged for both immediately. It took me seven emails to get a copy of the reservation for the second hotel. Fine.

The only reason I decided to use Hotels.com was the rewards system. I wanted a free night with ten stays. Hotels.com only credited me for one point and not two. Because my account still doesn't show that I had a reservation (hence my issue with getting the confirmation email), they act as if I never booked the second room through them. After over ten more emails and three calls, they said that they would credit my rewards account the point I earned. I was told it takes 48 hours to apply. A week later it is still not there. Again, it took another five emails and two calls. I am told the same thing, but to wait 72 hours. I did. Guess what? The point was still not credited. Now they simply won't respond. I've emailed four more times and got put on hold twice (no one ever came back on the line). I am furious.

On top of all that, the first hotel I booked was nothing in the description I read at Hotels.com. The place was horrible. After my stay there I wrote a lengthy, but professional review (my side job is reviewing hospitality businesses). Hotels.com deleted my review. When I asked why, I received a formal email stating the policies and restriction to which the reviews must adhere to. My review did not violate these policies and I pointed that out. I received another email saying that Hotels.com has the right not to publish a review for any reason. Essentially, they do not want to hurt their clients with reviews such as mine.

Reviewing as a profession has made me cognizant of everything when I stay somewhere. I take mental notes of names, colors, smells etc. My review was absolutely on the mark and it was deleted. It makes me wonder what good reading the reviews of the hotels are if they are not accurate. Negative ratings and reviews are deleted at will.

After reading all of your complaints and dealing with my own experience I have decided to take action. I placed a call to Fox News Problem Solvers to investigate the practices of this company. I hope they are exposed to the nation as a scam.

After giving up calling the Hotels.com call centers 4 times (located outside the United States); I was able to contact the customer service center in Arlington, TX where the lady I spoke with was incredibly helpful in resolving the refund I was owed for a mix-up on my hotel reservation with the LAX Hilton.

My best advice for Hotels.com is to find more people like the woman I spoke to in TX who are U.S citizens.

I had reservations to the LAX Hilton through hotels.com. When I arrived at the Hilton, they said no such reservation existed even though I showed them the hotels.com confirmation & the charge to my Visa. I called hotels.com three times that night with no success, as they promised to call the hotel and to call me back, neither of which occurred. This occurred on June 25, 2010.

Since that time, I have called hotels.com four times for a refund and each time, they promised me the refund was being processed and I would receive an e-mail within 24 hours confirming it, and the money will be back on my credit card within 3 to 5 days. This has not happened. Also, two of the times, I was promised a $40 & $100 credit vouchers which I have not received. It should be noted that hotels.com call centers that I talked to are outside of the country which is obviously additional proof that hotels.com doesn't care about the American public and our unemployment problem.

Additionally, I was told by a LAX Hilton employee that 30 to 40 people who used hotels.com/Expedia that same night did not have their reservations show up on the Hilton system. In summary, do not use hotels.com or Expedia! My time spent on this is 1 1/2 hours the night of the reservation with no success, and over 2 1/2 hours on the phone since then, trying to get a refund.

After a long, delayed, flight from California with a 4-year old, we learned on our way to the Homewood Suites in Harrisburg, PA, that we didn't actually have a reservation. This, on a busy Memorial Day weekend, at 11 at night. Even though I already paid for it three months ago, and I had a confirmation/receipt print-out, hotels.com failed to make the reservations with the hotel (nor did they pay the hotel). The first associate I spoke to (from the actual hotel) said several times, "All I can tell you is what I see in front of me, and you don't have a reservation. I have a room tonight, but I don't have rooms after that." He wasn't even sure if he could honor my quoted rate for that night.

So I call hotels.com and the nightmare ensues. Obviously I called India. Now, the people I dealt with were polite and all, but I had a very difficult time understanding some of them, which just makes a bad situation worse. They read from a script, and anything outside of that script is useless. It's like dealing with a robot that only has one answer for all situations. At one point I was inadvertently connected during the hotels.com conversation with the hotel clerk. She was telling him that, "Now I have faxed the confirmation to you and you will now honor the customer's reservation..." The guy, frustrated, says, "How can I honor the reservation if I don't have rooms available?" This went on for quite a while. Twice, while talking to hotels.com, a third person got on the line, saying, "Hello?" It was the clerk from the hotel; somehow he kept getting called, so I took the opportunity to reserve a room for the night with him, while hotels.com listened in (she was completely confused about what was going on).

I was on hold 4 times; once for 40 minutes from just north of the Baltimore-Washington Airport to the PA border. I can't imagine how much this will cost me in cell phone roaming charges. So now I'm nervous because either my battery is going to die, or (yep) I get disconnected. Start over. I begged the CS rep not to put me on hold. I implored them to call me back if we get "disconnected". They can't do that, she says. She puts me on hold again, until I'm actually now at the hotel. I give the phone to my wife to wait on hold while I go inside to see what the hotel can do for me. The guys at the front desk of the hotel are extremely sympathetic, and they put us in a room for the night and honor our rate, but they don't know what will happen for the remaining 4 nights. They leave a long letter for the manager.

Meanwhile, hotels.com finally tells my wife that the "relocation department" is closed and to call back tomorrow. They offered her a $50 voucher. Are they serious? Is their policy just, "Sorry, we screwed you. Goodbye." They should have someone available in the U.S., 24 hours a day, who can immediately get to work on finding customers a place to stay. The next morning the hotel manager had a frustrating call with hotels.com and gets nowhere. She somehow found a way to move some flexible reservation customers to accommodate us, and even though we had to change rooms a few times (and yes, to a lesser room than we reserved and paid for) we were so grateful to have a place to stay we didn't care. They also directly billed hotels.com so I didn't have to deal with it.

As for hotels.com, never again. They left us high and dry on a busy weekend, with no follow-up, not even an e-mail. I did get a "How was your stay?" email. Hah. I sent them a detailed response, and checked the box that said "Would you like hotels.com to contact you regarding your stay?" Never heard from anyone and I'm not surprised. Also FYI, Expedia is their parent company as far as I know. From now on, I only deal with the hotel, airline, and rental car company directly. I'm done with 3rd party on-line brokers where there is no recourse and no accountability.

Anyway, I booked my reservation for 7/22-25. I told the woman that I was unsure of my dates, but booked them anyway. I should have known it was shady because the woman kept asking for my credit card information. I asked her about cancellation fees, and she clearly said there were none, which said it did on their website. I continued to book my reservation until Wednesday evening 6/24 when plans changed. I called that evening and was on hold for a while so I called Friday, and the woman at *** said she was sorry to hear that I had to cancel, but clearly said to me that there was no refund.

Long story short, we kept going back and forth - she putting me on hold to check with Days Inn manager and she said they will not refund me. I hung up, called Days Inn and spoke to the manager named Bob. He said he doesn't have a problem refunding me but the reservation was made at ***. They try to pin it on the hotels. I called back *** and explained that I had spoken to Bob, the manager and explained what Bob said. They put me on hold again for another 15-minutes and said they spoke to Bob and he said there was no refund. Basically, *** is playing head games. We need to put these crooks out of business. Its all fraud; their web site clearly lies, and I lost $556.00. I told them I was giving them 1 month notice, which is clearly enough time to have someone else rent the room. I am trying to fight the charges. It's not $5.00, it's $556.00.

I was deceived, stressed, and lied to. I had migrains, and was pissed off.

I booked a hotel room at the Sheraton Old San Juan for a date in November 2010. The room was to accomodate 3 adults and include 2 dbl beds and a rollaway cot. As a special, if I booked right now Charles would waive the additional person fee giving me a total cost after taxes of $173.92. When I received the confirmation it showed the correct price however stated 2 adults/1 child. I called to correct this. I didn't want any issues on check-in. Phillip stated that he could correct this however it would be an extra charge. I explained that Charles had waived the extra person fee.

After a heated discussion on the issue and a number of lengthy holds Phillip came back and said that he had corrected the issue and as an appology could give me a 10% discount on my reservation - he gave me a total after tax cost of $159.61 and for the inconvenience I would receive $60.00 hotel.com bonus bucks. In comes the confirmation --- $218.38, at least it shows 3 adults on the confirmation sheet. I call back and speak to Skyne - she states she couldn't do anything for me. I had accepted the bonus bucks this was my refund. I was willing to cancel at that point and should have in hindsite.

I was very upset by this point ready to cancel my reservation I asked to speak to Skyne's supervisor so Cathy comes on the line. She would refund me the %15 percent she could see in the notes left by Phillip. ok. so now the cost is down to $185.63. They will still charge my card the $218.00 but will also give me a refund of $32.75 to make us for it and an additional 20 bonus bucks They'll send an email stating the refund amount. So in comes the new confirmation. It shows 3 adults and 80 bonus bucks now but has also been changed to 1 king bed with no guarantee on the rollaway. I call back again. Giermo comes on the line. Giermo offers to call the hotel to see if they can correct the reservation. They can but they will have to bill me an additional 21.83 -- new total on the reservation $240.25 BUT he says... I definitely refund the $21.83 it will take approximately 24 hours to process.

Used their phone reservation system - they quoted me one price and billed me for another. Never told me they were hotels.com - went out of their way to appear like the actual hotel reservation system. Never told me that I would be billed immediately - over billed - and that I had to notify them 24 in advance of a change. Lost an entire day of hotel costs and they over billed my by 20% more than I would have gotten strait from the hotel. Tried three times to get a email confirmation and they failed - only went to the hotel because they confirmed the price and the time. Once if found out that they had over billed me they had an email confirmation to me in sixty seconds - they scammed me totally. Talking to an reservation person who could not speak English was the cover for the problem. Not again.

I made reservatons for two nights in Culver City, CA (By Los Angeles). When I arrived on Friday night at 10:00pm, the agent I was informed by the sold-out hotel that I did not have reservations. I spent over an hour in the lobby talking to "Sam" and "Grace" - customer service reps at hotels.com, who apologized for the inconvenience and tried to find me a relocation hotel. Seeing as so though every hotel was completely booked, Sam came back and offered me at relocation at a "hotel" call Suburst Spa and Suites, which turned out to be one-star MOTEL in downtown LA (with rooms rented by the hour).

"Sam" told me he would continue looking for a relocation hotel for Saturday night. He told me that if I found my own hotel (which I did within 5 minutes of being online), to book it and fax the receipt to them for refund. I expected a full refund for Friday, and all monies beyond the $89 i Paid for Saturday as well.

I am currently on hold for the 20th time, wasting another hour of my life. So far, I have been told that that they cannot refund me anything other than what I paid to them - forget the additional expenses I incurred due to THEIR error.

I made a reservation with hotels.com for June 8-10, 2010 at Craig, Colorado. When we arrived at midnight, we were told no reservation had been forwarded to the motel named. After spending more than 60 minutes on the phone with hotels.com, we were told 'tough luck'. The hotel owner was much more accommodating, as he placed us in an out-of-service room at no cost, after he called every other motel in the town (five) to ascertain that no other room was available. Hotels.com still said no rooms were available when calling the next day.

After we returned home, I spent an additional 20 minutes obtaining (I hope) a refund to the credit card of hotels.com fees. Another note, hotels.com was hoping to make a 50% markup on this room, as the owner did not charge anyone over $60/night, yet the motel.com charge was $213 for two nights. Quite a discount over contacting the lodging provider directly, eh. I will not do business with hotels.com, until some acknowledgment of their error is made beyond an 'oh well, we'll refund your money'

I called Hotels.com to find out what had happened. They called the Neri Hotel and confirmed that, indeed, they had no reservation on record for me and the hotel was completely booked. I repeated that inquiry with another call to Hotels.com to make sure thus was so and got the same result. Each time, I asked the agent what remedy they might offer and was told I was "out of luck" and could cancel my (non-)reservation and that Hotels.com would "not penalize" me for that. When I asked to speak to a supervisor each time, they would not refer me because there was :nothing anyone could do" about my situation. I cancelled the Hotels.com reservation, was refunded the money and I booked another hotel at the last minute.

Upon my return, I emailed Hotels.com with my complaint. Their response was a form letter (email) indicating they never read my complaint. When I followed up again, I got another form letter inappropriate for the inquiry. Seems like nobody is home.

I will not longer trust bookings through Hotels.com and will now avoid the distress and frustration of dealing with unresponsive and incompetent service.

I had a problem and had to change dates. Since it was a non refundable booking, I called the hotel itself and tried to book some extra nights. The hotel, contrarily to hotels.com, was very willing to serve a client well, and not only informed me they had a 24h cancellation policy, but also that, when booking a standard room for two, I'd be getting any kind of bed EVEN WHEN I HAD THE OPTION "1 ou 2 beds" in the hotels.com site.

After complaining with hotels.com, I received a phone call from the Equipo de Atencion al Cliente, telling me they actually could change my dates (!! amazing on a non refundable booking that they had told me before could, by no way, be changed), but that they could not guarantee 2 beds. It was their "policy". Haven't I read it?

Yes I had and tought it concerned the smoking-non smoking preferences, or even not being able to guarantee a king size bed instead of a double bed, but that 1 bed or 2 beds couldn't be a preference: someone that is booking 2 beds is NOT available to sleep with is roomate!, or would have booked for just one bed, and that seemed quite clear to me!

I was then told that "Based on our telephonic conversation, I have contacted the hotel and placed a request for 2 twin beds. The hotel will do their best to facilitate it however, it is not guaranteed as it is subject to availability. I suggest that you make a request for it at the time of check in."
I once again insisted: "PLEASE be reasonable. A 2 bed bedroom is NOT an option. Someone that choses 2 beds is NOT willing to sleep in the same bed as the other traveler! Or they would have booked a 1 bed! For crying out loud: it's not the same as smoking or non smoking, is sleeping IN THE SAME BED with someone else! I'm traveling with a friend - but it could be a co-worker! And still: we're not that close! PLEASE be reasonable and if you can't guarantee me a 2 bed at Indigo Hotel, cancel the reservation there and let me book some other hotel (which I'm betting will be much worse than Indigo), through you. Indigo won't charge you a thing (and if they do I'm willing to pay), you'll still be selling 5 nights and you'll have a satisfied client. And I'll probably pay more, since with only 20 days left, chances are that rates are now much higher. That's still a good deal for you. Please, and once again, be reasonable: 2 people expecting 2 beds can't be informed at check that they're sharing a bed. You shouldn't have that option. Because it's not an option... If you don't allow me to book a 2 bed bedroom at another hotel, I'm sleeping a the floor and my travel will be ruined".

Had no response.

I started to book a room but before I finalized the transaction I read the fine print where I was to be charged $23.99 for the service. I immediately cancelled the transaction but was charged the fee anyway. Today, when I called to dispute the charge I was given the glib answer, "Yes, you did cancel the reservation but not until after we had reserved that room for you." I did not even finalize the transaction but cancelled it immediately. I said I will pay the charge but will tell everyone what this scam company is doing. Do not use hotel.com you can book the hotel yourself or use a reputable service that does not charge $23.99.

I attempted to use Hotels.com for the first time and it is definitely my last time. I attempted to book a hotel and car for Clearwater, FL but received an error on their website. I called their customer service and the lady tried 3 times and finally booked the reservation (after receiving the same error I did the first two times she tried). 3 days later, I checked my bank account and they charged me all 4 times; the 3 attempts and 1 actual booked reservation. I called the number referenced on my bank statement and wound up on the phone for 3 hours. Not only did they argue it would be my bank's fault for holding my money, but they also cancelled the reservation.

I spoke with my bank and they told me Hotels.com had to remove the authorization request and my money would be back in my account as soon as my bank's system updated. The next day, Hotels.com removed the requests for the money and everything appeared to be OK. When I returned home, I was able to check my account again and Hotels.com had actually sent through one of the 4 requests and withdrew the money from my account of the reservation they cancelled. I called Hotels.com again on April 25, spent an hour on the phone and they told me it would take 24-48 hours to refund my money. It's now April 30 and they still have not refunded the money.

I spoke with yet another customer service rep and I was told it will be refunded by tomorrow morning. If anyone reads this before using Hotels.com, be careful. Watch your bank account closely to make sure whatever your reservation amount is, is the only amount withdrawn from your account. Lastly, when I asked their customer service reps where the home office is located, they told me they are not required to tell me nor would they tell me. I find that odd that they can't and won't tell me that information.

I'm writing about my last experience. 18.4.2010, I booked hotel Lively Magaluf by hotels.com (it appeared on card statement 2 days later). However, my plans changed shortly and I wanted to cancel my booking. Before I made it, I tried to find some information about refunding policy, complaints etc. I found consumeraffairs.com and there a lot of complaints. I was afraid of my money I didn't believe to see it again. Even though I risked it and cancelled the booking on 28.4.2010. Automatic generated email notified me that I get my money back within 30 days. I awaited a lot of problems with refunding but today I don't believe my own eyes, the funds I see on my bank statement! 1 day after cancelling the booking! Unbelievable for me regarding the problems mentioned on www.consumeraffairs.com. So I can say no bad word to hotels.com at the moment. This is my first experience with hotels.com. I'd be glad if you publish my experience.

I made a hotel booking on April 26, 2010, and I was advised that within 24 hours, I would have a reply. It is now 3 days later. I received a computer-generated reply to say that due to the volcano, they had extra pressure. The volcano is over, flights are back on schedule, where is the pressure?

I again sent another 2 emails; again, they gave computer-generated replies. I sent through the site; again, no reply. What really annoys me, besides the fact i have had no response, is the fact they have already debited my account. How they can debit me without giving me a confirmation or the courtesy of a reply is beyond me. In the past, we have been satisfied with their service. But now, they have gone over all norms of fair business practice.

I had booked a hotel by hotels.com. Our accounting department called me and told me that the hotel bill and the credit card statement payment from hotels was not the same with a huge exchange difference. I sent them an e-mail a couple of times and they send me an e-mail saying the e-mails are busy. It has been more than 2 months and still there is no answer from them. I had to pay the difference from my own pocket as there was no explanation.

I booked a hotel room for one night on hotels.com for Days Inn Knoxville East and was charged $65 plus approximately $10 taxes and fees on 4/23/10. When we arrived at the hotel on 4/24/10, we found that the regular price at the hotel was only $54.95. We found a discount coupon as well in a travel book for $47.95. Hotels.com says they are unable to refund the difference in price, but will give me $30 in vouchers to get me to use their service again.

I tried doing their price match and they did not honor it at all. I did it through email on their web site. They kept saying there is a delay and then said I need to call them. When I called them, they said it was too late. I tried to tell them it was them who didn't finish the process and that I had the emails to prove that I had done everything before my stay at the hotel. They then hung up on me. When I called back, I was given to the Spanish speaking operator and put on hold. I will never book with them again.

I reserved a room at the Hampton Inn Kearny Mesa, San Diego, CA for April 8 and 9, 2010 for $279.63 with Hotels.com. On Apr 8 I found that I could get the same room for $251.10 by booking directly with the Hampton Inn with an AARP discount. Hotels.com will not respond to my request to refund the difference to me in accordance with their "price match guarantee" which clearly says they will refund the difference if you find a cheaper rate.

I believe their tactic is to send you computer generated emails saying they are very busy and will get to you sooner or later. Of course, they never get to you and hope you'll eventually go away. Loss of a small amount of money is the consequence. The real issue is that at the best Hotels.com is not operating this business in good faith.

I book my hotel room through Hotels.com, the room was booked in March, I needed the room from 4/15-4/18/2010. I phone Hotels.com to notify them that I would not arrive until 4/16. Once they phoned the hotel the customer service agent returned to my line and informed me that everything was okay, I just need to check in before midnight the next night in order to hold the reservation.

Well, I arrived well before midnight the next night and my room was canceled, the hotel said that the room was canceled because I didn't show up the first night. Although, I was assured by Hotels.com, that my room would still be available, it was not. I was in Alabama and I live in Ohio, I do not know anyone in Alabama. Fortunately, another guess did not show up by 4 PM and I was able to purchase that room thru the original hotel.

My uncle had a heart problem since last year. He was at North Beach Rehabilitation Center, NE 170th St., N. Miami, Fl. For the past 5 months he was transferred regularly from the nursing home to North Shore Medical Center, NW 95th St. Miami, Fl 33150. My mother, who was my uncle's sister, is 75 years old. She lives in upstate NY and was trying to make financial plans to go to Florida to visit her brother. She said she would be able to go in May so I made airline and hotel reservations through Hotels.com to stay at the Hampton Inn in Hollywood Fl., which is near the hospital. We made reservations to go 5/26/10 - 5/29/10. On 3/30/10 my uncle died.

We then had to change our plans so that we could go to Florida right away. Although there is a no cancellation restriction, and under the circumstances and because my mother is on a fixed income I called hotels.com to try to change the reservations. I was told by Chanel at hotels.com that we would need a copy of the death certificate first. Because we did not yet have the certificate, we had to make other hotel arrangements. We felt that when we obtained the death certificate we would fax it and my mother would receive a refund.

The funeral home faxed the certificate and when we returned to New York on 4/12/10 I called to see if the certificate has been received. I was told that Mr. Shaiar *** had denied to credit my mother's account. My mother is on a fixed income and cannot afford to lose $365.00, not to mention that the request was made due to a death in the family. I would like someone to help my mother receive her refund. This has been a financial hardship for my mother as she had to pay for my uncle's funeral as he had no insurance. This can all be verified by the funeral home.

Me and my wife decided to go to a wedding out of state so we wanted to book a hotel by calling hotels.com's 800 number. Everything seem to go great, she helped us find a hotel at the destination we wanted and we gave our information and credit card. Then she says that her computer is really slow and asked if we can give her our phone number, just in case we get cut off and asked us if we could be put on hold. We said sure not a problem, we gave here our number and we where on hold. 15 minutes later, we just hung up because it was taking way to long. So we ended up just calling the actual hotel that we booked through Hotels.com and asked them if our reservation was sent to them. They checked and yes, it was there, and that I had five rooms booked for that day. I said, what?

I told them that it should have been only for one room. So I called Hotels.com and asked what happened, they told me that they had a global glitch on there computers and saw that they had 5 reservation under our name. They said they would fix it and make it only one reservation. We said okay and that was it. But I really didn't like what happened, so I called my bank to see if they charged me and guess what, yes, they did, 5 times and well let's just say it was all of money I had in my account was all gone! Called hotels.com to settle all this and told them what happened with my bank account. So I just canceled everything with them but they still charge me for all 5 reservations.

They called them again and they told me that it was my bank's problem. LOL, can you believe that? My bank called them because it was posted on my account. I and my bank settled it with them on the phone Thanks USAA, but I still didn't have any funds in my account for 5 days, I had to live off 15 dollars I had in my pocket. No money in my account for 5 days because they made a mistake. Didn't go to my friends wedding because of that and had to borrow money just so that I had gas in my car to commute to work. The stress of not being able to do anything and heartaches and headaches of missing everything I wanted to do that weekend.

I booked a one night stay at the Indigo Hotel in Jacksonville, FL. The rate was $ 88.99/night. Hotel.com added an extra $30 to the charge as their fee! The rate at the hotel's website is $89. Watch out!

The wife and I took a 2-week vacation to Adelaide, SA and Surfers Paradise, QLD Australia from 03/17/2010 to 03/29/2010. On 03/05/2010, I went online and booked a 7-night stay (03/17/2010-03/24/2010) at the Comfort Inn Aviator's Lodge in Adelaide through Hotels.com. I paid the 7-night stay using my Visa card. I received my confirmation number and noted the Hotels.com payment deduction from my bank statement.

We arrived at the Comfort Inn Aviator's Lodge on the 17th. On the evening of our 6th night there, we received a visit from one of the ownership partners of the Comfort Inn Aviator's Lodge, a Mr. Jonathon **. He announced himself by rudely pounding on our door (room number 11). Upon opening the door, Mr. Jonathon entered our room, demanding my credit card and stating that Hotels.com/Expedia.com had not forwarded the funds and that he was sick and tired of this happening, indicating that this was not a uncommon occurrence.

Mr. Jonathon implied that if I refused to give him my Visa card, we would be ejected from our room immediately! I tried to reason with Mr. Jonathon, showing him the Hotels.com payment deduction from my bank statement and the confirmation number I received from Hotels.com. But Mr. Jonathon was unsatisfied and remained unreasonable.

Due to the late hour and as we are both senior citizens, I complied and gave him my Visa card. The following day we checked out and flew to Brisbane, never to return to South Australia, never to stay at any Comfort Inn again, and never to use Hotels.com/Expedia.com again. This incident completely spoiled our holiday that we had been planning for so long.

Life is a learning experience, and we hope others may learn from our bad experience.

I booked a hotel through Hotels.com for Tampa, FL. I told them on the phone that I wanted a nice hotel. She told me that the hotel was a very nice hotel (Howard Johnson's). After an hour, the shuttle never picked us up so I took a taxi. We arrived at the hotel and the guy at the front desk would not pay for the taxi. He acted like he didn't speak English. We got to our room and it was a dump and really damp like they just turned the a/c on.

I went next door to eat and looked over at the hotel and the shuttle pulled up two hours after my plane had landed. So I am awaken at 5 am by the dumpster 20 feet from my door. I said something when I checked out and he didn't know what I was talking about. So I called Hotels.com and after the runaround and getting put on hold forever, they would only give me $20 toward my next stay. I wanted them to take that hotel off their list and they said they wouldn't do that. Book through someone else. I wouldn't have booked through them but Delta recommended them and transferred me over there. Never again.

I booked two hotel rooms at a rate of $40 per night and received a confirmation receipt stating as much. The following day, I received an e-mail from hotels.com telling me that the hotel had contacted them to say the per-room rate would actually be $55 per night and that I should call the hotel with any questions. Nice try, but I didn't see why I should call the hotel as this went against the entire point of booking on hotels.com, to book a room at a guaranteed rate. I called the hotels.com customer service line and this is where my nightmare began.

Long story short, the Philippines-based hotels.com customer service center is an utter and complete fake. The representatives give false names, put you on hold, and then hang up on you. If you call back and ask for the representative you've just spoken with, they'll tell you that no such person exists. They will tell you that they understand your problem, but will not help you solve it. After going through several circles of representative ** over the course of an hour (over what should have been a 10-minute problem fix), I was finally given to "Marvin **", the supposed top manager in the department who said he'd reviewed my problem, would fix it immediately, and would call back within the next 4 hours.

I never received a call back, the problem wasn't fixed, and when I called back and asked for Marvin **, I was told that no person by that name worked there. I have never experienced anything like this outside of street hustlers and con artists. Hotels.com is a complete fraud! I sorely regret having given them my credit card information, and will be monitoring my card closely. Beware!

I called and booked reservations through the phone number I got from a hotels.com advertisement. I asked for a single smoking room at a pet/small-medium size well behaved dog friendly hotel that would total in the end after fees and all at no more than $100.00. She came up with the Inn at Pasatiempo ending at $103. I clarified with her several time that this was the absolute ending total price for 1 night. I also clarified about the hotel accepting dogs. She assured me it was and everything was as I had asked.

When I got to the Inn at Pasatiempo, the front desk informed me that the reservation not only wasn't booked smoking room and they didn't have any, period. My reservation was also not booked as having a dog because they have specific rooms for people with pets but none were available. The agent never informed me that there would be an additional $75.00 fee for having a dog after I had asked several times if the price of $103 included all costs, taxes, fees, etc.

I am highly disappointed in Hotels.com for having an employee with such a lack of respect for me and only being concerned in making the sale of my booking a reservation. I chose Hotels.com over every other company but never again will I make that mistake. This was supposed to be a little getaway for us after almost 4 years of not having had any vacations at all. It was a frustrating day especially in this economy with very limited money.

I booked a hotel with hotels.com and was charged for the Fairmont in San Francisco for 1 night for $238.00. Hotels.com charged my credit card and then the Fairmont charged another $540.00. There should only be $238.00 and $150.00 for food and valet parking. So in all, I was charged over $780.00. No one wants to refund the overcharges. Not only did this overdrew my account but I lost the difference.

I booked the the Barcelo Maya Palace in Riviera the Maya, Cancun through the hotels.com with 2 adult plus 1 child. After 1 month, I called in for a change in reservation to add 1 more child (10 years old) in the room. They told me the Hotel Maya Palace will charge $149 for per/night. In that case, the customer service told me to go ahead and cancel the old reservation. They have the new reservation with a better deal at the same hotel for 7 nights. We agreed to that, but after I received the email, they put me to different hotels.

I called them right back, and they said they can't retrieve the old reservation. I have to cancel the crappy hotel from the second reservation too. And now, they also canceled the Barcelo Maya Palace reservation. I want this Maya Palace Deluxes, because others of my friends stay in this hotel. I never want to change to different hotels from the beginning.

They made the mistake on my reservation and didn't fixed it. I called 3 times and sometimes have been hung up on in the middle of conversation. Anyway, I don't have any reservation from them now. But I advised you to not ever book through hotels.com. When you try to cancel or anything happened, they will not solve your problem . Just please don't book to their website. They put me from 5-star hotels to 3-star hotels in Cancun, which I found that 3 stars in other website is just $700 less than their website. Booking to their website is a big mistake I ever done in my life.

Don't trust these folks. I had a problem making a reservation for a hotel room in Orlando. So I had to cancel it and re-enter it. So I called the Hotels.com 800 number and explained the problem I was having. They said don't worry, we will cancel the first reservation, just re-enter it. OK, I get my credit card statement billed twice for the same room $61.31 two times. I called them, nothing they can do. I cancelled the first reservation within 5 minutes! They are rip offs. Use somebody else!

I've used Hotels.com many times but discovered the truth of its horrible customer service for the first time yesterday when I was trying to correct a situation regarding my free night that I had earned. I was aware that the policies for the free night would change on March 9, 2010, so on March 8, I redeemed my free night at a hotel costing about $300. Their policies switched on March 9 from having the free night worth up to $400 (prior to March 9) to the free night worth the average of your past 10 paid nights (for me, this was about $100).

I noticed that I had only put "1" person, and wanted to change this to "2" to be honest. I read their cancellation policy regarding cancelled free nights, which stated that the free night would be returned to my account when I cancelled the night. I did and then the free night still showed as used. I called the Hotels.com customer service and spoke with someone who said that it would take 72 hours to receive my free night credit back into my account. I explained that the policies would change on March 9, which was in 1 day, and could they please either note on my account that I had earned the rewards prior to March 9, or cancel my cancellation, or get my free night credit before March 9. He said nothing could be done. I also informed him that there was nothing on the cancellation policy that said there was a 3-day waiting period to get the free night back into your account.

I asked to speak with his supervisor, who was very curt. When I asked, "Is there anything you can do to help me?" His response was "No". I couldn't believe how unhelpful a customer service representative was being. Several times I asked if he could help in X way, and his reply was always "no". I asked if I could be compensated for the loss, and he said "no". At least the original guy had offered "small vouchers" that I've heard about from other complaints about Hotels.com.

Also, I asked the second guy when exactly the switch of policies would take place-- March 9 night or morning. I asked specifically March 9, 11:59 pm and he said yes, that was when the change was (in case I would receive the free night credit back sometime on March 9). This was a lie or at least very misinformed, as I checked Hotels.com today (3/9/10) and there is no mention of the previous rewards program. This costs me $300. The free night was worth $400 prior to the switch on 3/9/10. They refused to honor my free night that I earned prior to 3/9/10 and thus the value of the free night has now gone to about $100.

They offered a discount to use their service again when using a code. They said to use the code: Discover 11 the next time booking. I booked again and was told that the code was accepted. They sent me another code the day I got back in an e-mail. This time with different restrictions. They do not honor what they advertise! I did not get the $40 discount that they advertised.

I placed a reservation with Hotels.com which splashes a big sign that says, never a penalty or a problem when you cancel. I made a reservation at the Crowne Plaza Hotel in Dubai but due to a tooth going bad and having to go in for emergency surgery, they would not allow me to reschedule or cancel. I would have taken either. Hotel.com did nothing to resolve the issue. They are worthless ** liars. I will tell everyone of their ** business lies.

This is with reference to the above booking made by me on 12th December 2009. I had cancelled the same on 15th December 2009. Ever since, I have been repeatedly following up with their various executives & supervisors to get a refund. A few of the executives with whom I have interacted are Joy, Shruthi, Obaid & Uday. The supervisors are Micky & Hassan.

My last interaction was on 27.02.2010 with Uday, when I was again informed that due to some technical glitch my refund had not been processed yet. He intimated me that he had reconfirmed this with the supervisor, Micky. I have been told that he would personally look into the same & ensure that I would be refunded my money. He also apprised me that my case had been forwarded to the management for a speedy resolution. Prior to this, my interaction was with Obaid on the 15th & 16th of February.

There again, I was informed that due to some technical glitch that nothing had happened. On the 15th, I had also spoken to Shruthi & Hassan, the Supervisor, who had promised to revert to me within 2 hours & I have never heard from him yet. All my attempts to reach him again have also failed as irrespective of the time that I call, he is never available. Similar was my experience with Micky on the 5th of February. He had committed a refund within 7 working days, which I have not received, nor have I been ever able to speak to him again. On the 16th of February, Obaid reassured me that he had done the needful to process my refund. He informed me that I would be getting a full refund & that this would happen within 7 working days.

Now, Uday informs me that again this has not happened. From the 5th of February, since I am tired of listening to these constant excuses, I have been requesting that if they have a problem refunding the amount to my card, which I do not know why they should have, then to please send me a check. I do not believe that it can take 75 days to sort out a technical glitch. The fact that no one to date has bothered to call me back to apprise me of the delay if any itself shows, that possibly there is no intention to refund.

Even in previous interactions with their executives / supervisors on 25th December, 5th Jan (Joy), again around the 15th or 20th of Jan and so on, all I have been hearing is an apology and an assurance to process within 7 working days and follow the issue personally. If ever some one has committed to call me back, it has never happened, which is why after 2 such incidents, I have been promptly calling back if there was no feedback.

I contacted hotels.com to find a hotel in the Jewish section of Jerusalem. They gave me a hotel in the Arab section of the city. My family are religious Jews and my husband was serving in the Israeli army. he could not enter the Arab quarter dressed in a uniform. When I booked the room, it was to be for Feb 22nd and when the confirmation came through, it was for the 21st. I then spent 45 minutes on the phone trying to clear this up when they disconnected me. Then I called back another 45 minutes later and no resolution. We then went to the hotel and had to have our children lay across the back seat and remove their kippa.

When we entered the hotel, they made me give my credit card info and form of photo ID in order to access my reservation and informed me that there were three reservations. I asked to speak to a manager and waited in the lobby for over one hour. They never got the manager and charged me for three rooms. I have spent hours on the phone with Hotel.com and they have done nothing and say they will do nothing. They put my family in danger and fraudulently made reservations for me. The monetary value is $313.98 plus the $200 for the hotel I had to walk into at the last minute. The emotional damage to my children has left them with nightmares and upset about their trip to Israel and their heritage. This was supposed to be a wonderful and spiritual trip and has turned into a horror for my children.

I booked a hotel in Italy for 4 nights, I asked for the booking for 2 adults and a 14-year-old. The booking was made prepaid and was only made for 2 adults. I called and asked for it to be corrected, at no time ever was I apologized to for the inconvenience. I was simply told it is not a big deal and it is fine to go to the hotel with the 3rd person.

I asked to speak to a manager and was put on hold for over 10 minutes and then was told the manager was not available. I called back again and the only solution is to cancel the reservation and make a new one and wait for my first reservation refund of $1700+. I find this totally unacceptable, I am presently holding reservations with hotels.com for 2 other hotel stays and will never use hotels.com again. It sounds extremely fraudulent that you cannot make a correction to a reservation that is 2 months away.

Hotels.com, a wholly owned subsidiary of Expedia.com, has systematically implemented a policy to withhold timely refunds, thereby taking advantage of the float of monies properly belonging to consumers for up to several months. To accomplish this corporate goal, they have implemented policies within their Customer Care centers to promise refunds within 72 hours (both verbally and through their auto reply via their web based cancellation system) but then not process the refund for weeks or months. When contacted they are instructed to put the customer on hold and never come back on the line. They are instructed to tell customers they don't have a direct number to call, they don't know the name or address of their CEO or any other corporate officer, that they do not know of an address where the corporate headquarters is located, that there is no one else who can help with the problem other than the customer care center.

When asked to speak with their supervisor, they will instruct the consumer that he/she is on another line, put you on hold and never return. (You can experience being on-hold indefinitely I have held for up to 70 minutes before finally giving up). When asked for another number to call, they will give you a number that puts you back into the queue for the Customer Service Center. When asked to speak with the person you were speaking to before they will never know who that person is or how to get in touch with them. When asked to check with accounting on when the refund was processed they will require your credit card number even though they have all the information concerning the reservation and cancellation numbers.

If you express concern in giving this information to every Customer Care person you have spoken to, they will inform you then they cannot help you. I now am concerned about additional fraud charges being made to my credit card. They will then tell you they are going to contact accounting, will put you on hold and never return. Ever since making a reservation on February 6, 2010 and cancelling it on February 8th, I have been pursuing a 1,542 ($2,150) refund to my account. I have spoken with fifteen (15) different Customer Care representatives over a 17-day period, and in each instance have been put on hold with the representative never returning. I have waited on hold for up to 70 minutes and over 3.5 hours in total (from Germany to the US as none of their International numbers work).

I still have not received a refund and have been told by my bank it will take up to 6 weeks to get a refund if I get one. In view of all the other complaints against this company, including but not limited to bait and switch pricing, double billing, and failure to honor published promotional prices and promised discounts all resulting in over-charges to the consumer - when accompanied with a pervasive failure to promptly refund the overcharges it becomes clear that this policy of holding customers funds is deliberate. I call upon the States and US Attorney Generals to investigate these companies and take action to protect consumers from this abuse.

I called hotels.com numerous times about the $600 difference that was quoted to me by them a few days later but was given the runaround by the same person acting as a supervisor. I just wanted to know why there was such a huge difference but was given no explanation.

When reserving this hotel, I, like others that have had situations with this company, was not fully aware that my debit card would be charged the full amount for my stay. This was of particular concern, because I booked a room with a promotional rate (advertised by Hotels.com), that gave me a free 3rd night with 2 nights paid stay. When it was apparent that this full amount had been charged, I called Hotels.com to find out why the promotion had not been applied. The associate assured me that this would be adjusted by the hotel at my check out. It was on Days Inn's side.

When the balance was not returned to my account 4 days later (today), I called to find out why. I was told that I should not have received a discount (despite the fact that I had their email with the promotion details on the confirmation page). After some choice words, I was offered a $50 travel voucher. I agreed to accept this stating I would use it tomorrow for my business trip, and then be done with them. Well when this little twit of an agent returned to my call, she stated that I could expect it in 4-6 weeks! What did I just tell the ** about when I would use it? I stated that this was unacceptable. I was out of patience, and I wanted my ** money back now, and to put her supervisor on. She hung up on me!

So upon calling back, I demanded for a supervisor, who strangely sounded exactly like the same woman I had spoken to on the other occasions. She got a little attitude when she was telling me I had accepted their stupid voucher already, (yeah witch that's why I'm calling, your minion hung up when I said no dice) and went through the same ** I had already gotten from the other girl. She began to raise her voice and talk over me, which was not how this conversation was going to go. Finally, they agreed to credit my card back the 1 night. Fine, I said. I'd like a confirmation email. "You said you had the confirmation" was her reply. "Of this conversation" **!

I was told "yes, you will get an email". 3 hours later, no email. I assume I'll be going through the same ** in the coming weeks/months as the other posters here, to get my money. Well the squeaky wheel gets the grease! FYI, with respect to the staff at the Days Inn Lafayette on University who were very nice, the place is a dump! I wouldn't recommend it to any traveler who wasn't looking to score some crack, and get high in a dirty, nasty hole in the wall! Really, I stepped on a pipe getting out of my car after work! We'll see what happens as far as restitution. I'm not holding my breath, but I won't be backing off either!

I was booking reservations for a weekend in North Carolina to take my son for his 18th birthday. I was told by Jonathan at ** that the facility I was booking for that I would only have to pay the processing fee of $5.00. The room rate of $120.00 per night would be due upon arrival. My total charges for the room was $240.00+ tax. I was also told that there was a 24 hour cancellation policy. I found out shortly thereafter, my checking account was charged $5.00 processing fee + $376.02 on the day of booking. What happened to "$240.00" and what happened to "pay upon arrival. "? To add to the matter, it's a 45 day cancellation, not 24 hours.

Needless to say I was extremely upset. Now I have spent countless number of hours on the phone trying to rectify the situation ** has put me in. Being a single mother of 2 boys and trying to give my son a decent birthday without breaking my pocket, I can not see myself spending close to $400.00 when I was anticipating $240.00. ** can not guarantee that I will get a refund because of the facilities cancellation policy. But they are more than willing to refund the $5.00 processing fee that I completely understood was non-refundable. I can honestly say that I have never been treated in this manner ever!

I booked a room with hotels.com using my debit card. It was not evident when booking that they were going to instantly take out the entire amount of my 5-day stay from my account. Meaning, I'm sure they mentioned it somewhere in very small print, but not evident at all. I also got an email with my confirmation number and all. Then a little while later, I got an email telling me that the property that I booked is not available. This is the property that I needed, and I would not have booked with them if it was not available!

But here's the real clincher, they kept my money! They told me that it will be up to 30 days before I get it back. I am livid! This is a lot of money to me. They are making money off from my money for doing nothing! They instantly took the entire stay out of my account and then told me that they do not have a room for me and they will not give me my money back for up to a month! What a scam! Oh, to top it all off, I've called them 3 times now trying to get an email confirmation of my cancellation, and each time, they tell me it's on its way. Still no email.

I made a reservation through hotels.com and in the reservation, I was promised a promotional "$25.00 Prepaid MasterCard". I was given a coupon code to follow up on it which I did upon completing the stay (that was their requirement). They say they sent it on 11/13/09 and then they contradict themselves and say they sent it on 11/2/09. They also contradict themselves on what they were supposed to send me. I refer to a Prepaid Mastercard and they email about a Gas Card. They don't seem to know what they are doing. Hotels.com doesn't deliver. They don't keep their end of the deal. I can't even get a $25 credit on the credit card I used to make the reservation. I will never use Hotels.com again.

My wife Nicole made a reservation for the above hotel to begin 12/26/09. This was made on hotels.com. The reservation was confirmed. She drove herself and 3 children to VA and arrived at the hotel at 10:30pm where her reservation was nowhere to be found. She was offered a one single bedded room for herself and 3 children which she denied. So she went and stayed at the Marriot. When we tried to get a credit they investigated and on 1/11 they said they would credit the account. Then she called back on 1/13/09 and stated they would not.

So I got involved and I told them about the Marriot and if I showed them proof that she stayed elsewhere, Frederick stated he they would credit the account. Then I received a call from Mr. B. who refused. Along with being charged $311.00, my wife had to go to a Marriot where $406 had to be paid so she and the kids can stay comfortably.

Hotel.com didn't honor what it offered to book through their website! The reservation supposed to come with a $50 Visa card after completing the stay. After so many times calling about, not receiving the reward, the person said it's a wrong address which it's not wrong at all. So I provided a different mailing address but I'm still not receiving it. Then I called 6 weeks after another 6 weeks again. They said it will take another 6 weeks. The responses are just all lies! Now after almost 5 months of patience and still not receiving it! When I stayed with Marriott and Best Western later than August and I got both Visa awards back in a month already! What I believe now is don't trust the deal in Hotel.com. That was the first time I booked through Hotel.com and that will be the last time also.

I booked a hotel through Hotels.com and money was taken from my account, of which I had a printed confirmation. When I got to Miami, they said that the hotel was sold and they no longer worked with Hotels.com and that my room was not available. They were so rude and did not care about anything but themselves. They treated us like dirt. I called Hotels.com and was on the phone with them two hours before they could find an available hotel because it was New Year's Eve.

The Ocean Breeze told my brother he could leave his Mercedes in their parking lot since they had caused us such a hard time, but that night, they had it towed away which cost my brother $250. It was horrible and Hotels.com was horrible. I have always used them, but I will never use them again. From now on, I am going to try Priceline or Orbitz. Thank God, the hotel they put us in was so nice and really made us feel like humans.

I have booked hotel through their website. I spoke to Romeo initially. He gave me rates and for at least 10 minutes, we discussed the room pictures that were available on their website **** and its floor plan. I was confirmed that I will get a one-bedroom suite. I specifically asked for wireless internet and he clearly stated that the internet is complimentary. When I checked in the hotel, I was given a studio in which it was even difficult to breathe. When I spoke to the manager, he generously offered me an upgrade to one bedroom suite but at an extra cost of $60 per night and internet at $13.95 per night so suddenly my price went up to $73.95 per night.

I called **** and I spoke to Sam who spoke to me for 2 hours and 20 minutes and he agreed to refund the difference of $73.95 for the remaining nights of my stay and cancel my future reservations. He also offered me a reservation in another hotel for the same price however, the trick was that I had to repay for new booking and the refund can take anywhere up to 30 days. After 2 hours, he told me that he cannot get through to someone in the new hotel to discuss their cancellation policy so he will have someone call me the next morning. Nobody called me again.

I called again and I spoke to Joseph who I had to explain again everything. Whilst trying to solve my problem, he said that he needed to reboot his computer so he will call me back which he didn't and after several attempts, I managed to get through Joseph again and he told me that he could not get through me because he didn't have the right number although in the same conversation, he reiterated my number again which means he had it on file and then he wanted to do a double booking prior to canceling my old ones and then he told me that according to the cancellation policy, I will not be able to cancel my reservations. He also told me that although the online booking says that no child is allowed in the room, he has spoken to the property manager called Clayton and he has agreed to let a child stay in the new room.

I refused to book the new hotel unless he can give this to me in writing which he denied, as his system doesn't let him do it so I requested to speak with his manager and apparently all his managers and supervisors were in a meeting. I did not go ahead with the reservation and Joseph told me that his supervisor will contact me within 1 hour. So far, she has not contacted me. These guys are as dodgy as anyone can be and I think since so many people have complaint against them, there should be a class action for unethical and bad business practice. At least, I would like to explore legal options. If any attorney is reading this, please contact me to discuss my options. Any other reader who has been through this can also contact me on **** if you are interested in a class action.

FUNNY that when he tried to transfer my call it DROPPED. FINALLY, I was able to speak to Silvia from an out of state customer call center who told me that there was NO way I could cancel the previous reservation in spite of what David told me. Mind you, there are charges over $1,200 on my credit card for a stay that is supposed to cost $561.00. I told Silvia that this was unacceptable and that even the cancellation policy stated that, and I quote: "cancellations or changes made before 3:00 PM (Eastern Standard Time (US & Canada)) on Dec 31, 2009 are subject to a 1 Night Room & Tax penalty."

I am NOT canceling this reservation the day of the stay! I am canceling 12 DAYS in ADVANCE and that this was not my initial intention to begin with. All I WANTED was the reduced rate and participate in HOTELS. COM advertised PRICE MATCH GUARANTEE. She told me that I did not understand the cancellation POLICY and that I needed to pay $325.00 for canceling the reservation. I INSISTED that I was not the one who had double booked on purpose and that DAVID was just too EAGER to have me DOUBLE BOOK under the false pretense that EVERYTHING would be taken care of.

The call DROPPED. I called 3 more times only to struggle to find someone who spoke ENGLISH because my husband DOES NOT speak Spanish and I was so UPSET that I WAS crying and he insisted on taking over the telephone call.

FINALLY, my husband was able to speak to Ana who spoke ENGLISH, she agreed that the first reservation could be cancelled without a PENALTY but that it would take UP TO 30 DAYS to receive CREDIT of $651.88 on my credit card. GREAT! LESS money to SPEND on my "SUPPOSEDLY" wonderful New Year's TRIP with my husband... MY TRIP is RUINED. I am upset about the customer service and their deceitful practices... I was forced to DOUBLE book. If you can't cancel a reservation 12 days in advance without being penalized when can you cancel???

Needless to say, I got the run around in trying to obtain a refund. I have not received a call back as I was told and will taking this up with thecredit card company should this not be remedied very soon. Don't utilize these deceptive services! Call the hotel directly...

I went to Hotels.com to search for a phone number of a new hotel Staybridge Suits in Great falls mt. I called the Pho # made reservations, only after rec my credit card did i discover that this # was for Ians Travel service I was charged $155 more than my hotel stay, they never said they werent the hotel in Gt fls MT nor that I would have additional charges. Staybridge Suites w/Great falls address & phone on this site was not the great falls hotel they misrep the hotel it was actually Ians Travel which I found on my credit card bill. Very fraudulent practice & very misleading

Booked a hotel on hotels.com. Later saw that they were offering the same hotel for a lower rate. Cancelled old reservation online--got to the cancellation confirmed webpage but never got the promised confirmation email. Waited 4 days for the refund--nada.

Called 2 minutes before the time when cancelling your reservation costs you to make sure my cancellation was in the system--it was not. After some heated arguementation, my reservation was cancelled w/o a fee. When I asked what had happened, the agent blamed it on their computer system--and if I had called an hour later??!!! BEWARE.

I was dealing with a death in the family and needed an emergency hotel reservation. I thought I was calling the hotel direct, but, instead got this company. I told the clerk that I would rather contact this hotel directly since I wanted to make sure I got the best rate and the right accommodations. I told him I was disabled and needed to make sure my reservation was right.

This clerk told me that booking through them would be just like booking with the hotel directly. He said "we do not up-charge" for our service and we have connections with the hotel to make sure that you get exactly what you want. He also told me that the only difference in booking with him rather than the hotel would be my cancellation policy. He said I would have to call them directly and cancel rather than the hotel. He also told me that they did not bill my credit card until after I checked in at the hotel.

I figured he was honest and did my business with him. When I got to the hotel the woman told me that these guys had only authorized a "minimum cheap" room, and that was all she could give me. I told her what I paid for and asked for when I booked with these guys and she showed me something entirely different.

They charged me for the highest priced room and send a bill to the hotel for the lowest price room. There were no disabled accommodations as I had requested, no king size bed, and no internet service. I had paid for all of these items up front. When I called my credit card company and asked them what they had charged me, they told me $120 and they had charged me the day I booked the room. These people lied completely about this entire transaction. As a result of this I got a room without internet access and no disabled accommodations.

When I got back home and contacted them about this issue they refused to refund me the difference and told me I was stupid to believe them! They not only lied to me but they are in violation of the ADA by promising me a disabled room and not requesting one from the hotel. By the way the people at the hotel said that they had many problems with this company and do not know why people do business with them. These people should not be allowed to stay in business. I will be filing a complaint with the ADA also. I had to climb two flights of stairs and did not get what I paid for.

Reserved a room through hotels.com and received a 99.00 a night rate that included free breakfast for two. The first email confirmation indicated "free..." with the word breakfast missing. When I went to confirm my reservation it now indicated it was non-refundable room and no free breakfast. Just a "WInter Rate" and nothing else. Avoid hotels.com when booking travel. It is clear they are deceptive and avoid making things right with the consumer. You're better off booking on your own. At least you have a fighting chance. I can't even cancel this room as it now indicates it is non-refundable and "non-cancellable." I would only use hotels.com as a reference tool in the future and book direct after researching information on hotels.com. Deceitful!

The reception had closed 4 hours earlier. The phone service for Hotels.com closed down at 22:00 so there was nothing else to do than find another hotel on an other website.

How can we stop them?

The operator at hotels.com confirmed our reservation, but could not explain why the Hampton did not have the reservation. She could not find a reservation in the local area for the evening, and did not have a suggestion abut what we could do. We were forced to seek another room outside of the area.

Booked a hotel at alleged discount for Superior Room with a garden view for $382.50 in July. Upon check-out, the receptionist made the mistake of charging us for the room we actually had which was 231 Euros or about $340. We paid a premium for the room and hotels.com offered no explanation or offer to copmpensate us. What a scam. Hotel was Sofitel Champs Elysees in Paris on 10/12/09.

While I was traveling, I made hotel reservations by phone and was quoted $80.00 per night. When I returned home, I had an email of the charges. There was over $80.00 in tax and service fees. There was no mention of these fees over the phone.

I booked a flight via JetBlue.com for my Disney vacation from Seattle to California during the last Labor Day weekend and saw the advertisement for Hotels.com as their preferred Hotel vendor due to their "NO CANCELLATION FEE" and "LOWEST RATES GUARANTEED". I called Hotels.com and booked a hotel and requested the agent to find me a hotel "within walking distance" to Disneyland. At the urging of the sales rep., I did not hesitate to book it due to their "NO CANCELLATION FEE" and "LOWEST RATES GUARANTEED" advertised.

Later, I found out that the hotel they booked for me was actually 2 miles away and a 1/2 hour walk from Disneyland. I called back to cancel it and they refused to cancel my reservation, citing that the special pricing the hotel is offerring for that weekend was not cancellable.

This is FALSE ADVERTISING. Then I went to another website http://www.welcometosocal.com and found the same exact hotel and same date for less. I called back to request a difference of the price due to their "LOWEST RATE GUARANTEE" but I have yet to receive a credit or refund as of today.

I was stuck with $400 of hotel bill that was not cancellable even though Hotels.com advertised "NO CANCELLATION FEE" and "LOWEST RATES GUARANTEED". I ended up staying in the hotel because I could not cancel it and had to pay BUS FARE to get to DisneyLand because the sales person misrepresented the hotel, saying it was "within walking distance" which it was not.

We waited almost 2 hours for the bus on Labor Day because there was no bus schedule was infrequent that day. I ended up paying more for the hotel compare to another website and Hotels.com falsely advertised "LOWEST FARE GUARANTEE" RATES and they did not credit me for the difference with their PRICE PROTECTION GUARANTEE.

I reserved a hotel (TownePlace Suites By Marriott Denver Downtown) for a scientific meeting through hotels.com in Dec 2008 and paid $1176.3 through my chase credit card.

After I received the credit card statement, I found that a strange merchant name (Ian Travel) so that I filed a fraud report. After investigation by the Chase, I was told that Ian Travel Services is the Hotels.com. While I was disputing with the chase, Hotels.com called me and asked me if I still want the reservation since they received the report from Chase. I told them I still need the hotel reservation because it is difficult to find a hotel for the big meeting. They asked me to provide another credit card number and I did told me to charge it to my KeyBank credit card if they refund the charge to Chase. They agreed to do so.

However, hotels.com did not refund the charge to Chase as they promised so that Chase kept sending me bills and financial charges. To avoid more and more financial charges, I paid $1176.3 and all financial charges to Chase. However, hotels.com double billed the charge to my KeyBank Credit card on Feb 25 2009. Even the dispute department of KeyBank Credt Card Company collected all hard evidence of double billing, hotels.com insists on not refunding the charge after I called them more than 20 times. The custom service workers from hotels.com investigated this issue and knew the double billing problems but refused to refund my $1176.3 charge.

In summary, hotels.com/ Ian Travel doubled billed $1176.3 to my different credit cards for the same reservation and refused to refund it even after they realized their mistakes. This is outrages! Please try to avoid doing business with this company if you can.

In August 2009, I took my family to Magic Springs, AR. I thought that I could save some money by booking the hotel room at Hotels.com. The rates seemed reasonable and I even agreed to the $5.00 booking fee that Hotels.com charged (although I had never heard of this fee from other services).

We had a wonderful time, but upon check-out I noticed that our rooms were $50.00 more than what I booked. I asked the clerk at the hotel about the charges and he pointed out that Hotels.com booked the rooms as 5 adults (not 3 children and 2 adults as I had on my reservation receipt). There was nothing that the hotel could do about this because I used an on-line service.

When I returned home from the trip, I tried to file a complaint with Hotels.com by completing their "How was your stay survey". My booking number or name was incorrect. I called them and they still could not find the booking number that I had on my receipt! They asked for my address and phone number to try and look it up that way with no results. After they asked for my credit card number again, I hung up! I will never use this service again!

I was online booking my reservations for a pkg deal to Hawaii. I noticed the web stated one King bed; however, I have 4 travelers. I called the 800 number on the web page I was in and the person who answered the phone informed me that the issue I ran into is the disadvantage of booking online; however, he has to book the hotel first and then transfer me to flight services to book the air. I specifically informed him I want to make sure I get the pkg price I am looking at online and in the 3 occasion I brought it up; he informed me that hotels.com is one entity and that once he booked the hotel air services will book the flight and they will adjust the price for me. So he processed the hotel booking and when I was transferred to air services my price was over $300.00 higher and I was informed that it was not being booked as a pkg because I booekd the room first. I spent the next FOUR hours fixing the mess that this representative created. I was transfered back and forth between Hotels.com and Expedia.com (who own Hotels.com) and they finally at past 1am sent me an email confirmation of the cancellation; however, the charges are still on my account and I am unable to book my trip because they are now tieing up my funds.

Although Sheraton Hotel & Suites, Plantation, FL does not have a "no refund on all cancellations", Hotels.com insists they do and refuse to refund customers for cancellations even done week in advance. I was a victim of this. I got Sheraton stating in writing that such cancellation policy does not exist and that they did not charge Hotels.com for my canceled reservations. However, Hotels.com is refusing to give me refund. It is also illegal to charge a customer at the time of reservation unless it is a "prepaid" special. With documentary proof from Sheraton, I intend to initiate a class action suit against Hotels.com and am sure there are hundreds of people like me who have been defrauded. Would you please publish my e-mail address so others who have been defrauded by Hotels.com can contact me?

I called Hotels.com and they cancelled the reservations. There were two rooms reserved. I want my $5.00 booking fee returned. This was clearly their error as their website did not allow me to confirm that the reservation had been made.

We booked a hotel room at Days Inn in Melbourne, Florida for four nights through the website hotels.com. The hotel Days Inn was showing very high rated on the website hotels.com. After arriving, we were given the first room. Room was dirty, used bedding and a big 2.5 inch spider was on the mirrow. The girl on the reception gave us a second room with no reaction on the spider. Same thing. Bedding was used, room was dirty and everything very old and moldy. We woke up every 10 minutes because of a few towing trucks who were waiting on not allowed parking cars to tow them.

We decided at 2:00 am to call this company hotels.com to rebook the hotel, trying to get a other hotel. After 15 Minutes discussion and transferring three times they came to the conclusion, that they will not rebook it, they do not move us to a other hotel. We have to pay the four nights for this hotel, but can book a other hotel too, but have to pay it also. They can not rebook a hotel.

We are very disappointed about this what they call customer service. All we wanted was a nice, clean and quiet hotel for our money, what they were showing on their website, but this company decided to collect money without given a service. We would agreed if this company hotels.com would charged us for this one terrible night we already staid and book us then in a other hotel for the last three nights even if the hotel would be cost more. We were checking out at the same night and stayed at a other hotel paid by our own. We would like to get the money for the three nights of not using this dirty hotel back. It can not be that a company can charge money for not using a service. We paid $210.64 and were asking for getting the money back for the three nights we did not used the dirty hotel.

. no travel agency can charge the credit card at the time of booking unless it is a special internet prepaid special.

.only the hotel where the reservation is made can charge after the guest checks in. They are allowed to put a hold on the credit card for the charges and later charge it when the guest checks out.

Anything contrary to this is illegal.

Hope it helps others.

I booked through hotels.com for an overnight stay at the Fairfield Inn, Astoria, NY on 8/20/09. I have stayed at this hotel many times before and never thought about the booking intermediary. Hotels.com charged me an "extra guest fee," which I had never encountered before at this hotel. I wrote to them, immediately after booking -- before the reservation date -- and received word back that hotels.com had called the Marriott and corrected the problem. Of course, though the fee did NOT show up on our hotel bill, hotels.com never removed it. I spent the last couple days corresponding with hotels.com, finally getting Marriott(who showed GREAT customer service and action) into the act to have this fee removed.

Hotels.com sent a series of what seemed like form letters, laying the blame on Marriott, actually lying about actions they were taking and wasting my time. It was only by repeatedly refusing their offers of "hotel bucks" and insisting upon a monetary refund that I received a promise of a credit on my credit card. I still don't really believe they will do this. It is a small fee -- $29.41 -- but I still believe in customer service and only paying for services that are rendered.

Hotels.com proved themselves to be deceptive, non-responsive and actually quite smug in these practices. They had the opportunity to just simply undo a wrong and they instead chose to harrass, argue and lie to a customer. I understand that they are affiliated with Expedia and so I will never use either of those third-party services again. I advise others to do the same.

I spent at least 15 minutes on the line with this individual. Told him I needed one room, two queen beds for four individuals at least five times. He booked a room with one queen bed. Had my 19 year old not been intelligent enough to check your floor plans we would have ended up at the hotel this weekend with insufficient room. I'm beyond upset that I wasted time going thru hotels.com.

HOTELS.COM has the worst customer service and their website is misleading.

When you book through HOTELS.com, they act as an intermediary to resolve any and all issues about the reservations. But, even through their representation says that they have customer service and even though you are forced to connect to the hotel through them, they don't provide services.

I booked a hotel through HOTELS.COM for two nights stay starting the Friday. I booked the hotel Thursday. Within hours of my reservation, I called HOTELS.com to change/cancel or credit me because my corporate agency had booked a hotel at another location. The HOTELS.com were given a window of few hours to find a resolution.

I called HOTELS.com offices to cancel or credit me for the W hotel and I spent good part of the day on my way to the airport being put on hold. I was made to wait and wait.

I called literally 6 times. The customer service people whoever they are , or wherever they are located in Bangladesh or in India had no idea what they were doing, and I had difficult time understanding them. They put me on hold and read from a scripted line. My cellphone was continuously charged. I spent literally two hours because every time I spoke with one person, it took them 20 minutes minimum and no resolution. Before I got on my flight, I spoke with a HOTELS.com representative who spoke English. He said he will call after he finds out more details.

When I got to my hotel at Ritz Carlton, in which my corporate dept had planned my trip, I called HOTELS.com office with the opportunity to discuss canceling it, or crediting me and I also got his name. For duration of about 7 hours, NOONE from their office called me back. Nothing was done and no resolution was made.. And the longer I was forced to wait, the more critical it was to make any type of arrangement for credit. AND I WAS CHARGED FOR A STAY THAT never occurred.

Their office and website acts as an intermediary and there is no way to contact the hotel directly. I am forced to go through HOTELS.com channels and yet, they cannot resolve any issues and if they act as an intermediary, HOTELS.COM has an obligation to provide the essential services.

On July 7, 2009, I attempted to make a reservation through hotels.com at a hotel in New Orleans for the night of August 10. Part of the way through the on-line registration process (but after I had given my credit card number)a message popped up saying the reservation could not go through, but not giving a reason. When I tried again a message said there was nothing available for that night. So I made my own reservation directly with the hotel (Place d'Armes).

Imagination my surprise when I arrived at the hotel on August 10 and found I had two reservations, one of which was booked by hotels.com. They had never sent me a confirmation during that whole month. In fact, I had no reason to believe that a reservation had ever been made by them until I got to the hotel. The hotel said they could not give me a refund, and if I wanted one it would have to be through hotels.com, so I spent a couple of hours on the phone with them, ruining my one night in New Orleans.

Of course I got no satisfaction, so when I got home I spent more hours talking to their "hotel experts" and supervisors and constantly being put on hold while this horrible loud music played. Another reason this took so long was that the people I talked to all had very heavy accents and I had to get them to repeat everything two or three times. No one seemed to give a fig about what was their mistake, and the only compensation I'm supposed to be getting is 80 hotel "bucks".

I called hotel.com for the frist time to see about the rates on a room.The operater asked me for my credit card number just to verify my card.I would never ever give my card number out over the phone, but it's HOTEL.COM right? WRONG.As far as Im concerned when HOTEL.COM wants to verify your card number that means they are takeing your money out of your account right then.Thats what happened.I did't book a room or make up my mind on where I was going to stay or for that matter even if I was going to go.I coud'nt beleive it.They just took my money out of my account.

When I found out what they had done. I asked for her superviser.Long story short,they did reverse the charges but what ticks me off the most is that the whole time the superviser kept on telling me how lucky I was that I was'nt going to be charged on my account."HOW LUCKY I WAS". "VERIFACATION" "VERIFACATION" Remember that. When it comes to HOTEL.COM.VERIFACATION means they are billing your account right then and you dont even know it.Thanks alot HOTEL.COM I'm so lucky.

my husband and i were looking for a hotel near poplar branch, NC. when we did the search it brought up a list of hotels near or in that area, it brought us to a hotel named days inn of martinsville and stated that this hotel was only 8.5 miles for our destination. we booked thinking it was a good deal, well 4 hours later when we go to mapquest for directios we discover that this hotel isnt 8.5 miles from where we were going but more like 300 miles in the opposite direction, i called and said that they needed to cancel it becasue that was not where we were going, i have had to deal with this for over 4 hours. hotels.com tells me that the supervisor of the hotel is the one that needs to asses the charges and the supervisor of the hotel tells me that hotels.com is the one who needs to refund the money becasue it was booked through their agency not the acualy hotel. several agents whom dont even speak clear english has put me on hold several times each time consisting of more than 30 min. i was also told by 2 agetns and one supervisir named sergio that we would recieve a refund becasue it was an error on hotels.com behalf, i am still on the phone on hold once again trying to speak to a supervisor, this was our first expereince and will be our last expereince with hotels.com

I booked a room at Holiday Inn Exress for 2 nights.I tried to cancel the second night within the time allowed. After talking to four people reguarding the cancelation I was told it couldn't be done and I would have to call the hotel in the morning and talk to the manager. This is not what the cancelation policy states. I will never trust this site again.

The company was contacted after the refund didn't appear on my credit card statement. An agent tried to tell me that price matching only occurs in comparison to other web sites, not verbal offers and that the refund offer wasn't valid. He offered me credit towards future Hotels.com bookings but I insisted that I was guaranteed a refund with no strings attached. I asked to speak to a supervisor.
He put me on hold pretending to talk to a supervisor then came back and said that the supervisor was busy but he could make the refund because the supervisor gave him the okay. (?)

Both times I booked through them I got the room directly across from the elevator. (Noisy)

Result?: You can probably do just as well, or better, with a direct call and if something goes wrong, you'll have an easier time not dealing with imaginary supervisors.

I cancelled the reservation in a timely manner. I called for a full refund. I was told I would receive it in 30 days. They get to use my money for 30 days and I have to pay VISA interest on a charge that I never used!

I booked a hotel room via hotel.com.

I received receipt of 237 US $ via e-mail by hotel.com. I stayed at hotel on on July 11, 2009 (chek in) to July 13 2009 ( check out). Later on when I received my credit card bill, I came to know that this amount was charged twice on my credit card. I contacted hotel.com and King george hotel and they are refusing to return my money.They claim that it was somehow booked twice and there is no way I will get my money back (despite the fact that single person in a single room, single visit but two payments).

Three weeks before a trip, I booked four hotel rooms for two consecutive nights and returned on the second night of our stay to find that two of the rooms had been cancelled because the hotel did not receive booking confirmation from hotels.com. It was a nightmare. Hotels.com had also booked five rooms for the first night and three for the second night INSTEAD of the requested four rooms on each night. That had to be resolved at check-in on the first night. The email confirmations from hotels.com that I received were unreadable with spacing issues and incorrect information. I must have stayed on the phone with them for a total of 2 hours trying to get everything corrected days before the trip. I have learned my lesson about dealing with hotels.com

I booked a hotel 7/9. I cancelled on 7/6 and received a cancellation number. I was told that it would take 30 days to refund my money. I paid with a credit card.

Hi, I booked 3 airlines tickets to a counseling conference on March 2, 2009 for 3 people to Nashville, TN with Hotels.com. When I booked the ticket I did not know that one of the ladies name was spelled differently so when I discovered it I called hotels.com in March of course they said they did not have a record of my calls. I tried calling them to change the name, I also called the airlines and homeland security and no luck. They said that they cannot guarantee that Kay will be allowed to board because of security reasons. I did not realized that this was going to be a big deal to change the first name. Can you please help?

We booked 2 reservations thru hotels.com on June 17, 2009. One for Comfort Suites in Stockbridge GA. Price charges was $100.49. The actual charge at the hotel when we stayed there was only $80.45. The second reservation was for the Ocean Plaza Resort in Tybee Is. Ga. The fee charged for that was $167.26. We were supposed to be upgraded, per the hotel.com customer service person, but of course we were not. The room we had looked over a parking lot, was dirty, smelly, and noisy. When calling hotels.com after our return, they told us nothing could be done about either situation. We were totally disapointed in our first experience with hotels.com and there will not be a second try. Can anything be done about their practices?

I have two identical reservations for rooms in Costa Mesa, CA at an acceptable rate. I needed to modify one of those reservations to add 1 extra day. The entire reservation rate was changed to a higher, unaccpetable number and all the Customer Care agents could say was that the cancellation policy applies to changes to reservations as well. I spoke to a supervisor named Mae using my mobile phone. The call dropped and I called back 3 times via land line. EVERY time I was transferred to Mae, the call was hung up. I could here conversation when answered and click..disconnected. I will NEVER use hotels.com again.

On February 5, 2009 I made a three day reservation for Loews Hotel in Philadelphia, Pa with Hotels.com. Three hours later I called back to cancel my reservation and Hotels.com refused to take the cancellation. They told me that there was a cancellation penalty for this particular hotel -- which they had not told me about beforehand -- and the penalty would be that I would have to pay for one night if I cancelled. I refused. And because I refused to accept the penalty that they did not tell me about beforehand, Hotels.com would not accept my cancellation and are now saying that I was a no show for the hotel reservation. Ridiculous. Hotels.com charged my American Express for $368.11 and has refused to issue a refund. Also, I checked with Loews Hotel Philadelphia and they have not received the money that Hotels.com took from me for the reservation -- if Hotels.com has not paid the hotel then they are suppose to refund my money, but they haven't. I want my refund.

I made reservations through HOTELS.COM and I was given a total price my credit card would be charged and they charged me $52.00 more than we agreed on and I had to threaten a lawsuit to get a refund and they said it would take 30 days for the refund but they charged my card in less that 24 hours, after getting the customer rep's name I had the refund within 24 hours. This is plain old fraud and I will never do business with them again. I booked direct with Hampton Inn and saved money.

Booked a hotel reservation on hotels.com. Hotels.com advertise price match (meaning they will match a lower price if you find one after you booked the reservation and its done before the cancellation cause takes effect). I notified hotels.com before the the deadline that I found a lower price. The ironic part is the lower price was found on their website for the same reservation I made 2 days earlier. Hotels.com notified they would not honor the price match. They said I notified them two late. All the correspendence was through email. The date of the email can be shown that I notified them before the cancellation policy takes effect

When surfing the internet for a hotel I found Holiday Inn Express and called the 800 number listed. I guess I was talking to hotels.com but was not aware of this and thought I was speaking to someone at Holiday Inn. I book my room and reserved my reservation with my credit card. Not being told my card would be chared at the time.

Now my checking account is overdrawn, I was not ready for this expense until check in. I am very displeased. Upon calling Holiday Inn, I gave them the confirmation hotels.com gave me it was not for my reservation at all but for the charge on my card. Luckly Holiday inn found my reservation through my name.

I will be more carful next time and look the number up myself in a phone book.

I booked a non-refundable stay for 3 rooms, 2 nights. The son of one of the travellers was put in the ICU of the hospital with a serious medical condition. When I called to cancel the reservation, I was told I could either get a note from the doctor to cancel the rooms or I could modify the date, but not cancel or else I would still have to pay. We opted to modify the date. I tried to no avail online. I began calling yesterday (Monday) because the current reservations are for Friday. I have been getting the runaround for 2 days. I called 8 times today, and have spent the last 2 1/2 hours on the phone. I was either told by hotels.com to call back (after 30 minutes of being put on hold so they can get it approved by the hotel mgr) or someone dialed two numbers so I would get a message stating they could not continue processing my call (3 times).

I called the hotel, and they said I had to go through hotels.com....bottom line: I have $900+ on a credit card that I may not get back. Hotel is not sympathetic because it is their rules. HOtels.com has no compassion. Poor customer service....was told by one rep that basically it was my own fault and that I agreed to the rules. I agree only with that part. It was my fault for dealing with hotels.com....NEVER, EVER, EVER AGAIN!

First off - I did NOT make the reservation AFTER I called to inquire about it!! Why would I do that?! To wind up spending MORE money than I wanted to?! Their problem was that their customer service rep didn't know what he was talking about and the supervisor who was supposed to help me get a better experience did absolutely NOTHING to do that. In fact, the supervisor, Jackie, said that she would cancel the reservation and she did not. I got charged the fees for all three nights and am now left to fight it with my credit card company.

I called to inquire about a room in Miami FL over the independence day weekend. Well, long behold after I got the hotel ammenities information and hung up with the agent, I got a confirmation email that I had reserved the room. I called them back immediately about this. I gave the guy i spoke with the booking number that was in the email. He informed me that they did not have this booking number on file. The next day rolls around and I see the pending charges to my credit card. Highly ******* *** at this point i called them again only to explain my issue about three times and being called a liar i was then transferred to a supervisor. By the way there is only one supervisor on duty. He then informed me that they can only refund me 20%. Out of the $225.00 that was charged on my card by just inquiring about a hotel ammenities. At the end he hung up on me.

I booked a 3 night reservation in March, 2009 based upon a promotion offering $50 credit towards your next booking with any 2 night reservation. When no credit appeared, I wrote to customer care and telephone them several times. Will Ramos, the "supervisor" said he is located in Central America and cannot look up any past promotions. The promotion is not linked to my record and therefore he said he would do nothing. I have been telling them exactly the same thing; that the promotion was left off my reecord and that's the problem. Will would not tell me where his office address is so that I can file a formal complaing. He was rude, unprofessional and did nothing to help. He finally admitted that he was in Central America and had no access to anything other than my record. He said there are no lists or computer records of internet promotions for them to refer to. So this is another internet scam. Hotels.com offers you a promotion, takes your credit card and then never follows through. And we have no recourse other than not to use them again.

Customer Care made an unauthorized transaction and removed funds from my checking account. I was not given a transaction authorization code or reservation number or booking number. When I complained they made a refund. But Not before I had a check bounce because of the debit for $421.62. My bank has charged me $12.00 for NSF. I called Hotels.com requesting they give me the $12.00 and they have refused.

In March of 2009 I booked a reservation through Hotels.com for a 2 night reservation in Washington, D.C. After a long flight I arrived at 7 p.m. only to find Hotels.com had never sent my actual reservation to the hotel so I had NO RESERVATION and everything in DC and the surrounding area was booked! From 7 to 9 I had to look for an unbooked hotel ON MY OWN because Hotels.com who was supposedly also "looking" failed to ever call me back. Once I found an obviously more expensive hotel room far from where my conference was I was given a $100 coupon from hotels.com (after talking to 3 supervisors and crying into the phone).

I NEVER wanted anything to do with Hotels.com again, but because of the coupon I HAD TO deal with them again.

I tried to apply the $100 hotel bucks coupon to an upcoming overnight trip I had. I CALLED instead of booking online so that the telephone representative could ASSURE me that my money would be reimbursed with the coupon. She told me exactly what to do and I booked my hotel. BUT!!!! they never reimbursed me with the coupon - instead THEY SENT IT BACK TO ME. They claimed it was not a prepaid account - even though the hotels.com representative had assured me it was! I then ended up calling and talking to the telephone representative's supervisor's, supervisor, supervisor. I eventually (after 45 minutes) was told I would recieve a $30 reimbursement, after I realized this company cared nothing about customer service and I wouldn't get more.

So now, after 2 HORRIBLE experiences with Hotels.com, I STILL HAVE TO DEAL WITH THEM IF I WANT MY MONEY BACK!!!!

STAY AWAY FROM HOTELS.COM!!!!

I had a horrible experience recently with Hotels.com. While in Bermuda I booked a two-day hotel stay on November 20, 2008 at the Princess Hotel in Bermuda. When I turned up at the hotel on November 21 I was told that the reservation was cancelled. I was flabbergasted and asked them to check with the reservations desk. They eventually said that it had been cancelled via Hotels.com.

I called the Hotels.com help number and a very pleasant but unedifying service agent explained that I had to have cancelled the reservation and there was nothing that could be done. Now, the stay was booked on November 20 and when I checked my email two days later I noticed that there was a cancellation notice from Hotels.com on November 21. I was travelling by myself and I am the only person who had access to the booking and I did not cancel it.

The end result was that the deal I had with Hotels.com fell through and I had to pay the Princess Hotel at the full rate. In addition I was told by the service agent that I had to pay a one-day cancellation fee. This was quite outrageous. I have used Hotels.com several times before without a problem. I would certainly not do so again considering my recent experience. Frequent follow-ups for the reimbursement of the difference in cost of the stay have come to naught.

The stay cost around US$400 more and I have lost confidence in on online booking particularly at Hotels.Com as it says that their system is not failsafe

On Feb. 7, 2009 I booked travel for my wife Barbara AND Henry W. Blalock and his wife Barbara. I asked for Amtrak reservations for Washington DC departure to NYC for May 13. B. Overnight in NYC and then booked for Amtrak travel on May 14 to Montreal. Our return on Amtrak was on May 20 to NYC. Booked to Washington DC on May 21. We then asked for hotels for both couples (2 room) in NYC on May 13, 6 nights in Montreal, and then one night in NYC on the way back. The Amtrak book was correct.

When we arrived in NYC at the Radisson Martinque we learned the reservations had been made for FEBRUARY 13, and likewise ALL the rooms were for FEBRUARY. The DATES were right, but the MONTH was wrong. I spent two hours on the phone the first night in NYC talking to Haley. She talked to the three hotels in question, the Radisson, the Hotel de la Montagne in Montreal, and the Hotel Pennsylvania. She rebooked on the right dates EXCEPT she booked only FIVE nights in Montreal instead of SIX.

The bottom line: Originally I paid on March18 Visa charges for two rooms, 8 nights the sum $2,017.98. The new bookings (make May 13 when I talked to Haley)for both couples are now charged to my Visa. The amount charged to my Visa for both couples totals $2278.71. That does not include the $136 PER COUPLE we paid for the SIXTH night.....which we learned about when we returned to our rooms to find we were locked out!

We have been given credit on my credit card totaling $238.30. This was promised by Haley, but with all the convoluted dealings, and Haley's English as a second language, I NEVER understood all she was saying. I asked: "Do you admit that you made an error in booking my reservations" Answer: "It wasn't me, it was our book agent." (always blame someone else).

I asked "Is it my responsibility to find your mistakes?" Answer: "No but cannot refund your money for the second charges." Hotels.com claim that the Hotel de la Montagne CHARGED THEM THE FULL 6 NIGHTS. I asked the Montagne manager, TINA, if that was true and TWICE she said "we only bill them for the 'no show' first night." The second time she said that to a desk clerk "verify that we only charge for the first night". He said "just the first no show night".

Vina, in a follow up conversation asking Hotels.com to remove the charges, she said she called The Hotel de la Montagne and "JOYCE" a desk clerk, told her they charge the WHOLE amount all 6 days. When I called the hotel, TINA was out, but JOYCE said "yes I told them that". Some one is lying. Hotels. com people are polite, but often search for words, and are NEVER accepting of responsibility or fairness.

I booked a hotel through hotels.com, and noticed the next day that the price of the same hotel on their website had dropped signficantly. I called customer service to get a price match, but I was told there was nothing they could do, because I was outside their cancelation policy. Which basically means that they will only give a price match when i can still cancel the hotel. So really it is not a price match guarantee but only a cancelation policy. I dont think that hotels.com has any intention to fill their price match policy, and after reading the other complaints on this site about the same site, they seem to find a way out of it everytime.

they charged my card again but refund my money to my cousin's card. i told them that they made a mistake and refund the money to the wrong person. they are not willing to reverse the charges. i paid two times for my ticket and my cousin paid nothing. they aknolodge their mistake, however they would not reinburs me. i spent hours with them on the phone( which i have documentation)and after hours of explaining the situation they just told me TO BE MORE CAREFULL WITH MY CREDIT CARD NEXT TIME WHEN I GIVE IT OUT.