Hotels.com Reviews

When I had a dispute with the hotel about charging my credit card before I even showed up the company refuse to handle it and send me to deal with the hotel or the bank as long as they don't have to do anything.

Booked a hotel in NYC and was told in the reservation that I would be charged a resort fee--which is usual now in NYC. However, at the hotel, the amount of the resort fee was substantially more than that specified in the Hotels.com reservation. Calls to Hotels.com customer service lead to repeated hangups and denials of the problem. Fortunately, I had paper copies of all the transactions. After scanning them and sending them to Hotels.com, I was eventually able to secure a refund. I'm not sure which was worse, the original mispricing or Hotels.com denial thereof and repeated attempts to evade responsibility.

A reservation thru them never reached the hotel so there was no room waiting at the busiest time of the year in Anchorage. Hotels.com had no problem charging the credit card nearly $1700 though. Three calls and nine days later, still no refund from them. Not only are we fighting for this refund, their price was over $100/day more than going directly thru the hotel. Never will I make the mistake of using a booking company like them again.

I booked with Hotels.com all year to get my reward. I excluded non-eligible hotels and was excited to receive my free night. I was two credits away and in March I booked a weekend in May. In my confirmation email from Hotels.com the following message was highlighted in purple: Congratulations! You’ll get 1 night free after your stay.

This place is awful. Quoted a price online - booked it and was charged on my credit card $66.44 more than the quote. They would not help me at all so I called my credit card company to have charge taken off and the girl I spoke to had the same problem with them - STAY AWAY FROM THIS SITE.

The HOTELS.COM gift card area of their site DOES NOT WORK. You cannot check a balance, you cannot merge multiple gift cards. You have to call in to a representative that say they ARE NOT a part of HOTELS.COM. You have to know the exact amount on the two cards or they WILL NOT merge them. You have to know where and when you purchased the gift cards (if purchased from a store that sells multiple gift cards). The site is of no help. The best thing you can do is try to reserve a hotel room and check the balances when you reserve the room. THEN call in to the non HOTELS.COM representative to combine them into one card for use on THEIR site.

So I booked a room for June 3rd 2019 to be able to see my son get sworn into the Army. When we got to the hotel they had my check-in date for June 10th, which was wrong. The CSR at the Hotel was very helpful. She spoke with a rep from Hotels.com to get them to change virtual card date from the 10th to the 3rd so we could check in. We got checked in. Now 3 weeks later I got charged by the hotel itself because Hotels.com decided to cancel my reservation after I checked out of the hotel when I never made any cancellations and clearly on my confirmation email it states nonrefundable so when I call Hotels.com they did nothing.

Booked a room through Hotels.com for one price but was charged a higher price when received receipt. In trying to correct issue with hotels.com, pretty much got the run around. Won't be making this mistake again, too many credible competitors out there that are trustworthy other than utilizing a service that isn't.

I recently used Hotels.com to book a room through Norwegian Air at a place in Los Angeles on Venice Boulevard called 444 Boutique. I developed a horrible respiratory illness and four days into my stay realized that there was slimy black mold covering the windows and nothing was dry--not bedding, my clothes. Even the floor was slick with moisture. I left and requested that I be reimbursed for two nights. Management told me they could not do it because it was a prepaid booking. Hotels.com echoed this. Seems crazy to me that you could be expected to be financially responsible for a stay when health codes were so blatantly violated. Lessons learned: (1). Don't book through third party. (2) Don't prepay 100%. (3) Don't stay at the 444 Boutique in LA. I can provide pictures.

We used Hotels.com (sort of by accident, clicked the wrong link) to book a room near Cincinnati, OH. When we arrived at the hotel they said our "credit card did not go through" and we had to pay again! I have had terrible experiences with Hotels.com and parent company Expedia before and should have known better. The only reason they are getting three stars instead of one is that the customer service person was helpful and fairly quickly refunded the money to our credit card.

Hotels.com allowed me to make 2 separate reservations for a hotel next to my cancer doctor in Boston. My health was such that I didn’t need to stay Over the night before and I was able to cancel those reservations by the date quoted on the initial email (actually the day before). I have confirmation and Hotels.com refuses to refund me although they only cancelled one of the 2 reservations AND they refuse to speak with the property. I have never had a worse customer experience in my life. DO NOT BOOK WITH HOTELS.com.

It was a great, convenient, stress-free to book and check in. Kid friendly. The staff were knowledgeable about the booking site and if there was a mix up they help to their best ability to fix the situation.

It was fine. Enjoyed the experience, wasn't here too long. Comfortable bed, all I needed was a restful night sleep, super quiet!!!! No crazy partying. Coffee was fresh as if brewed at Starbucks!! I would recommend to everyone.

We stayed at the Palazzo in Vegas. Booking was easy, hotel was great. Checked in, no problem, and the room was amazing with a great view. They even upgraded us to a room with a better view of the Strip.

Room was as represented, but it's difficult to tell before quality by photos. Beds were hard. Parking was great. Website was easy to use and we did get the best option for the best price on a busy weekend.

I am extremely dissatisfied with Hotels.com. I advise against using them. The site advertises that you can use it to save money and get better rates at hotels. I had to pay $172 more for a double room for two nights than my family who stayed in the exact same room at the same hotel and booked directly through the hotel. You are better off calling the hotel directly and asking for the better rate that way you will not have Hotels.com fees ($120+) tacked on to your hotel price and if the rate goes down you can change it through the hotel. Additionally, if there is a problem, it is very difficult to get through to Hotels.com to resolve it. I will never use this site again and I suggest you don't use it.

I had made a couple of hotel bookings with Hotels.com and in fact have an outstanding booking with them for the near future. My recent experience will change this. After cancelling 2 bookings on the site, because of travel changes, I was informed the cancellations were completed. One of them was not, I was charged the full amount and when I called Hotels.com, they really could not help with any query and instead doubted I had made the cancellation. Book here knowing your risks. Faulty website and a customer service who does not care whether you remain a customer.

Overall, I was very pleased with the hotel that I booked through the Hotels.com website. Everything was as advertised per their website description & photos were accurate enough to real life. The room was clean, nicely furnished & my stay was comfortable & convenient!

The first hotel I booked Days Inn was so bad I canceled at the desk and went elsewhere. The pictures were very deceiving. The next hotel was wonderful. We stayed ultimately at a Holiday Inn Express I believe.

Wish I could give zero stars. I booked a hotel in a few months ago through Hotels.com and had by far the worst service I have ever had. The hotel room I had bought for the week had cockroaches in it. When I called hotels.com they told me that it wasn't their fault there were cockroaches in the room nor would they help to accommodate for the problem, or the fact that the room that we had looked as if it hadn't been clean and was tore apart. The room had a long list of problems with it and hotels.com was the farthest from accommodating. We stayed 2 nights at this hotel before we noticed the cockroaches, and had to purchase a new hotel for the rest of the week.

Hotels.com has the worst system ever to change a booking. If you make a mistake with your reservation and you want to change it, forget it. They waste your time for days, it is like a joke. They said to reschedule your hotel nights they must have an approval from the hotel manager. It is beyond ridiculous, they could not get a hold of the hotel manager for days. I lost 216 dollars because they were incapable of solving a very trivial issue. Worst company ever. A robbery.

I always use Hotels.com. Has always served me well, I generally plan ahead so I can get the best pricing. Only improvement would be to lessen the night stays to get a free night. 10 is tough if you don't travel often.

I made a hotel reservation through Hotels.com and prepaid the amount (4 star hotel in Paris). When I arrived at the hotel the the manager told me that the rate I paid was wrong and asked for $90 more per night (4 nights stay = $360 more) or I could not check in. During my stay I contacted Hotels.com and reported the issue. They told me they will contact the hotel right away to resolve the issue. I did not hear from them for 2 days, so I contacted them again and they said the hotel does not want to remove the extra charge and that there is nothing they can do. They will NOT honor the rate that was advertised on their website and that I had prepaid.

I use Hotels.com exclusively for booking hotels, both locally and internationally. I have always found the properties to be as advertised, and the prices to be lower than other booking sites. Plus the "accumulate 10 nights, get a free night" is an advantage (although this is not a free night, but a pro-rated rate based on the average of my previous 10 nights).

I have booked a package and purchased insurance. When I called back to cancel and rebook for a different date, I was given an incorrect information how to proceed. The process took over 3 hours between different departments and at the end I was able to get a credit for a part of the trip. When I was ready to book my tickets for a different trip using the credit, I called a month in advance. It took multiple agents about 2 hours in total to rebook my flights. I was assured that everything was taken care of. Something didn't sit right, so I called the airline a day in advance, and of course, there was no reservation for my husband.

Anyone thinking of using Hotels.com to book their hotel rooms think again. When my husband and I tried to change a booking date, which we were told was “no problem” we were instructed to buy hotels.com prepaid cards which we did and we’d be reimbursed all money spent on cards, in total we spent 4500$ due to one difficulty or another with assurances money would be refunded to our account. In the end we were “scammed” out of our money. We tried to rectify with customer service but were just transferred to different employees whom stated they couldn’t help.

Today I wanted to make a reservation for my partner and I to go to Newport in August. I was happy to find a really cute Inn via Hotels.com. Earlier today I was also looking for accommodations for Maine in July. So guess what? When I booked my Newport reservation I wrote down the wrong date (I put the July date instead of the August date). I noticed my mistake when I got the confirmation email.

This is the worse site. They advertised a king room with a sofa bed and this was not true. I was told that’s up to the hotel. If the ad says sofa bed I expect to see a sofa bed in the room and it was a horrible room at that. This site should never be used.

Price given for hotel was in Canadian $ but actually charged in US $. I live in Canada. Booked a hotel in Canada (Grimsby). My statement from Expedia/Hotels.com was $ CA but my Visa bill was charged in US funds. This is very, very deceitful!!

Customer service was able to contact hotel directly and get me the refund for otherwise non-refundable reservation. I had to cancel because of personal circumstances… In a previous case they still granted me a reward night even after I made a mistake of using discount coupon in place of reward… Always helpful. All my bookings with Hotels.com now.

I booked 2 nights at a resort on Cape Cod for mid June. A week. Prior to my trip I found out on another website that most of the amenities would be closed until later in the month. I asked Hotels.com to cancel as the website did not indicate this when I made my reservation months earlier. I spent a total of 4.5 hours on the phone trying to get this fixed. Hold times ran 20-25 minutes when I was speaking to reps. Reps were uninformed and unhelpful and sometimes rude as well. Made errors in trying to fix the issue which cost me more money. Could not understand many reps due to very strong foreign accents. I’ve used hotels.com for years but will never recommend them again.

The hotel was horrible. There was not enough lighting in the parking lot for a lady to walk to and from her car when it was dark. The room smelled old and was very outdated. It was only a one night stay; however, if this info had been posted, I would have stayed elsewhere.

Hotels.com made it easy for me to find an hotel immediately. It was a good experience since I could not find one by my own. The hotel was clean. The staffs were really nice and made my stay pleasant. They gave me extra towels and sheets as I am OCD - always worried about hygiene environment. They also gave me extra shampoo, toothbrush, soaps and hair conditioner for free. The breakfast was what I expected and they did not rushed me to check out. I really had a good time and will always choose Hotels.com for future emergency unfortunate life events.

As I was clearing out the paperwork from my trip when I got home, I discovered that Hotels.com had failed to cancel two of the four nights I had originally booked but had to reschedule. When I called, I was told that their system was down "for 3 hours" this afternoon, and their "Chat" system was useless as it was only a "virtual" chat. I wanted to post a review of the hotel I stayed in. Their website had instructions that turned out to be totally useless.

Hotel was located close to attractions, a lot of places to eat, Starbucks was close, and the service was great. Good selection of activities offer by the hotel customer services. Also, SPAs were very close to the hotel.

A: Granted this was a busy weekend; 1. Check in was a long wait. 2.no towels in the room, took 4 hours to get them. 3.Room very small for the money (175.00 daily) you spending. 4. The valet service was the best part of the trip.

Motel 6 was infested with bed bugs. I was bitten all over my body. Hotels.com apparently does not monitor or inspect the motels that they endorse, promote, or advertise. I still have pictures of the welts all over my entire body. I have not used their services since.

I booked what I thought was a hotel or someplace that at least operated like a hotel. But there was no reception. I called the number for the 'hotel' but they did not speak English. Fortunately a local person saw my problem and translated for me. After a major hassle to find the room and get the keycode password to get in. A person came to my door and said that I needed to register with the police in order to stay here. Do you go to the police to stay in a hotel? No. This is unacceptable for Hotels.com to list this on their website.

Very Good Hotel. Very good price. I search the many website. But this is great. Very Pocket Friendly site. Value for money. I think if you want a vacation, please try this site once again. Please used this website as primary basis.

The accommodations were not exactly what I expected, but the location was perfect. We wanted to stay within a budget and it was a busy time of year. Overall we got good value for the money. The online purchase is better than calling to talk to a live person.

Not a good communicator. Was not helpful and did not want to look or research additional information that would help me decide on a hotel site. Could have been friendly and kinder with better customer service.

Last year we took a 5 week road trip across the U.S. We spent about 20 nights in this group of hotels. Most were not well kept and/or under repairs. Their advertising gimmick was "spend two nights in one of their hotels and get the 3rd night free." For the 20 nights we received one free night. There were actually only two that were decent, clean and pleasant to stay in!

Very nice room, very comfortable...plenty of room, setting and TV area was nice, bed was comfy...two bathrooms were convenient, easy to find using GPS. I would definitely stay there again if in that area.

We knew hotel and decided to stay again. Booking was easy and value was good, but there was an additional hidden fee not shown until ready to pay on Hotels.com. We also like the inclusion of a wonderful breakfast.

Friendly and helpful especially Daniel and Preston. They went out of their way to be accommodating and see that my particular needs were met. I hope that this message helps them because they deserve to be commended.

We were disappointed to arrive at hotel late and find that we were being walked to another property down the road. I called Hotels.com and after they were involved things went very smoothly. Glad there was a 3rd party on our side! ;)

Despite the fact that I booked a king bed and got two doubles, the room was very clean and comfy and had a great view. So no complaint here on the room. It was worth the small bed for the view of the strip, especially at night, with the lights and traffic, the 10th floor was great.

I booked a hotel on this website under the "it’s late check in now until 5 am" option at approximately 12:40 am. When I tried to Check in my hotel my reservation couldn’t be found and the hotel asked me to contact Hotels.com. Upon contacting them I was given the complete run around. Constantly being put on hold and hung up on after asking to speak to a supervisor. By 1:45 am I was told they would need to cancel my reservation and I re-book as a walk-in directly through the hotel. How did they expect me to re-book if they had already charged my card and said a refund will take up to 15 days. I asked several times how can I email or fax my records stating I paid to be able to check-in after midnight. Hotels.com wouldn’t admit fault or properly accommodate me for a error on their end. Instead I was called a liar for stating what I read to them from my end. I’ll never use this company again as a third party.

Wonderful visit from start to finish. Really enjoyed all the amenities and the staff is wonderful. Can’t wait to visit their other sites. Made to feel welcome. Clean rooms. Lovely location in Atlantic City.

Stay is ok but the prices are less competitive than other sites and customer service was not flexible in one booking case. I forgot the usual email to register then they declined my rewards. I complained but the customer service would not bother to look into the details.

I booked a 2 bedroom suite at Lake Tahoe. Upon arrival I learned that the suite was upstairs and that there was no elevator. As two of my party were handicapped and could not ascend stairs, this was not acceptable. There were two single rooms located on the ground floor available so we decided to use them. Our paid reservations were through Hotels.com so the motel had me pay for these two rooms and make a claim to Hotels.com for a refund. It took over two weeks to obtain the refund. The motel in question was under new ownership, and was in the process of restoration. As a result the rooms were not up to par.

I made a reservation for my husband, but it was the wrong date. My husband called and changed the reservation several hours later. They had record of that, but didn't change his reservation and would not refund the money. We will never use Hotels.com or Expedia ever again, no matter how hard they make it to book directly with the hotels.

Hotels.com put an additional 30% in fees to the price published, after the booking was confirmed. This adjustment corresponded to the price of a type of room different than the one I had booked, as confirmed directly with the hotel. Hotels.com did not admit the error or honor the price published, simply asked me to book something else.

I booked a hotel for $164, after booking the reservation my confirmation showed that it was $315. I immediately called Hotels.com customer service to cancel my reservation. The first time I called I got disconnected. The second time I called I was told that the hotel had a 72 hour no cancellation policy and that the customer service rep spoke to the manager and tried to get him to allow me to cancel but couldn't. After I told him that didn't make sense because my reservation was more than 72 hours away, he suggested that I call and the hotel and ask to cancel.

Great stay other than I tried to cancel and the front desk guy would not budge. I’ve worked in the hotel industry before. I know it’s easier to cancel a 3rd party reservation than he made it seem. He refused to cancel anything for me.

The stay was excellent, but for all the searching I did at the site, I could have gotten a comparable deal at the vendors website & foregone the trouble. I got just as good of a deal as I would have directly and there was no benefit to using Hotels.com. They didn't find me any lower prices or any special deals.

Everything was as we hoped and expected- the pool was clean, not crowded, the area around the hotel was attractive, we were close to all the places we wanted to be. Staff was helpful, especially the front desk and luggage handlers. Would stay here again, and will certainly use Hotels.com to book.

I booked and fully paid for a hotel in a different country. When I arrived and saw that the hotel could not and would not provide the product I purchased, I called Hotels.com to dispute and resolve the issue. They wouldn't refund my money because they said that I am cancelling after the cancellation date according to the hotel's policy! I told them that there was no way I could know that the hotel would not provide the room I paid for until I actually arrived in the country to see it, which did not happen until after the cancellation date. Hotels.com just hid behind this arbitrary policy of the hotel they sold me and left me hanging in a foreign country. I was able to find other accommodations in the country and later disputed the Hotels.com charges with my credit card company. That dispute process was horrible for other reasons - Hotels.com could have made this much better for a potential returning customer, but they chose profits over service.

Non-Refundable Room Apparent Fraudulent Listing on Hotels.com. What does Hotels.com do to prevent fraudulent listings on their website? My wife unknowingly booked a non-refundable room in Shanghai. She canceled it a few hours later. We later found our credit card charged for the full $1,400. Hotels.com was unwilling to refund our money pointing to their terms. Ok, so they have a legal argument here. So we asked to speak to the local hotel directly. They were completely unreachable. Therefore we were unable to even reestablish our reservation.

We had reservation for a hotel in Paris. When we got there, turned out I booked the same hotel twice. They were nice enough to cancel one for us but it took a while to figure out what happened because Hotels.com is actually owned by the same company as expedia.com. So when they showed us the reservation on EXPEDIA, I was very confused and thought there were some foul play since I booked through hotels.com not expedia.com.

Customer support sucks for this company. If you ever need to contact them, you will have better luck winning the lottery before they correct any issues. Techs are rude and talk in a belittling manner. Purposely hang up on you when asked to speak to manager. They have no idea what to do to fix anything. They have you on hold for hours only to have you repeat what the issue was. Avoid using Hotels.com.

Tried to cancel my reservation the same night it was made. There were problems with the system and I spent over three hours trying to cancel. The woman that was trying to help me told me to call back in the morning. I called back and there was no record of my dealings from the night before. We ended up paying for a room we never used. Taking advantage of the elderly.

I specifically spent time for a room with three beds. I booked Doubletree from Hotels.com. The listing on Hotels.com showed me that the place has two queen beds and optional adding rollaway bed. Everything was fine until I arrive at Doubletree San Diego after 5 hours driving. The receptionist told us that they don't provide rollaway bed due to safety! According to the receptionist, this is their hotel policy, and they also ensured that information to Hotels.com. So, we were recommended to cancel our reservation (already paid!) from Hotels.com, and supposedly Doubletree cannot withdraw even if I demand from them.

Please be advised that all rewards are restricted and will expire with no recourse. I spoke to James in management and their policy is to let you go as a customer rather than honor their reward policy.

This is how I got scammed out of $1000 from Hotels.com: I called the legit hotels.com phone number to book a vacation, the lady said, "Let me connect you"...This is where the scam is....The girl that answered is a legit worker there that is running a scam with other people, she somehow connected me to another hotels.com "worker", but he was in he scam with her. I told him the vacation i wanted to book and he said he can give better prices if i use a hotels.com give card, about $300 off. I had him give all my hotels.com info to me over the phone from my account so I could confirm this was legit, he had everything, even my credit card he recited, so I knew it was legit. He gave me a number to call back with the gift card. I got to the store and they did not have a physical gift care, only e-gift card for hotels.com. He said, "just buy $1000 in google gift cards, they can be used also".

Sent in required documentation for a price match. A $300 difference directly on their website. Did not hear anything from them for almost a month! I had to be the one to reach out just to hear, "sorry we weren't able to gather enough information to validate your price match". No offer of even a partial voucher or discount code for that fact that they didn't contact me!! The person I chatted with did nothing to help the situation besides, "we have documented the issue to make sure it doesn't happen again." I will be using other services from now on as Hotels.com does not care about their customers.

I rented a room thru this agency Hotels.com. Once I get to the room. It's horrible, crackheads walking everywhere, panhandlers and filthy conditions. So... I couldn't find their phone number and ended up googling Hotels.com phone number. So I get this number, call it and they were a fake company. Who told me they were Hotels.com customer service! I explained that I couldn't stay at this room with my grandchildren, for their health and safety. So they tell me "oh we can't reimburse you, only way you can cancel is if you purchase a $100 hotels.com card and there is a cancellation code on back". Then we can get you into another more decent room. So the store didn't have the card, so the guy says "well the google play card will work. They have the codes we need to cancel this room".

System was down when I booked. Confirmation was for incorrect dates. Tried to correct online but referred me to Hotels.com customer service. They were rude & non-helpful including manager Logan who would not share his manager's name or number "They don't take calls". Local hotel manager corrected problem. Never again Hotels.com.

Finally they told me on the 4th call that the property had closed. On the 5th call it was overbooked. 6th call they can't find anything in the area. DO NOT TRUST THEM! Book directly with the property! Long story short, I have not reservation and I am out over $1000 on plane tickets.

I almost never post review to these sites. This experience was bad enough that I felt compelled to write something. I booked a nonrefundable reservation, but sometimes as we know, a hotel will grant a waiver. This is especially true if you book straight with the hotel. I called hotels.com, asking to move dates. The rep assured me he would call the hotel and try his best. He did and apologized, because 1) the hotel was sticking to its policy of no refunds/changes and 2) the last day of new dates in August were booked. He then tried to pitch a new booking for those three days, even though he could not help with the old reservation.

I recently made a booking with Hotels.com. I've made about 30 reservations with them over the last 5 years. Never had an issue. I called the hotel to confirm the reservation, and they said they don't have one, and they can't fix the problem, they were very rude and unwilling to help. Long story short Hotels.com not only fixed the issue but gave me a $100 voucher to use on this trip or another trip for my troubles. They quickly took care of the problem, which by the way the hotel CANCELLED my reservation for no reason so it WAS their fault I had no reservation. Needless to say I won't book there again but Hotels.com staff took care of it and they were very friendly and helpful, which is why I have faithfully used them for 5 years.

I made the dumb mistake on canceling my hotel booking because my browser glitched on me. Due to the cancellation policy of the hotel, I was charged for one night from the gift card I used. I quickly reached out to customer service and David was able to contact the hotel who agreed to provide me with a complete refund. I appreciate Hotels.com on having such great customer service! Will definitely do future business if their CS is this top notch.

I literally just used Hotels.com today to book a room until tomorrow. They double charged me and are telling me I have to send them proof (done) and wait 72 hrs to hear back about why I was double charged 87.19. NEVER WILL I EVER USE HOTELS.COM AGAIN. They literally just ROBBED ME and I can't believe this. Ish

Never again will I ever use hotels.com and definitely never buy the “protection plan”. I buy a hotel and flight and had to cancel due to Brazil needing a Visa. No big deal I thoughts. I cancelled everything. For my hotel money back and airline “credit”. I went online to try and rebook everything. New total was 1658.00. Airline credit was 1633.00. Perfect! Went to call and book. After 4.5 hours on the phone she tells me it’s 2100 and I cannot book online, because it’s a rebook. Now new. They are charging me another 450.00 to book through the phone and will not let me book on their own site!!! Asked for a manager, total of 3.5 hours more. She hung up on me. (2 different CS Reps.) It’s unreal how they treat people and overcharge because something came up. Waste of a whole day and a ton of money. Will never use a 3rd party again. Go directly to the site.

We made a 3-day reservation in mid-February for 7 weeks later, in April, for a hotel stay in Miami. Hotels.com charged my credit card THAT DAY, in February, seven weeks ahead of time. When we checked out of the hotel, their closing statement was $55 less than what Hotels.com had charged us! That's quite a profit for Hotels.com!

I booked a 2-night reservation at a hotel through Hotels.com and found out a week beforehand that my travel plans needed to be modified from 2 nights to 1. Even though I had booked a fully refundable stay, and was 100% within my cancellation window, Hotels.com refused to modify the reservation. First of all, they blamed it on the hotel itself- which was in extremely poor taste. I contacted the hotel directly, spoke with a reservation manager, and was told that they would definitely honor my request to go from 2 nights to 1. The hotel indicated that they DID NOT have a minimum night requirement. I called hotels.com back and explained that the hotel was ready to alter my reservation as soon as Hotels.com released my information to them.

I was charged $793.08 for a five night hotel stay from 4/24/2019 to 4/29/2019 at Petit Palace Plaza Mayor in Madrid, which is a little more than 140 Euros per night. When I checked in, the hotel room was so small that I had to pay for an upgrade for the following four nights for an extra 20 Euros per night to get a bigger room with no particular view (one side to the street and the other to a very dirty hotel's back yard). I checked the hotel rate and it was 67 Euros per night for the same nights and that was shocking because I had reserved the hotel in October and I should I have therefore received a much better deal than even the 67 Euros. I asked the hotel staff and they said Hotels.com charge to customers is different from what the hotel rates are. Charging more than twice the hotel offering (160 = 140 + 20 vs. 67 Euros) to me is very exorbitant and an unfair business practice.

Very bad experience I got from Hotels.com. This is my first and last booking through this site. I booked 2 hotel rooms but I can’t get two separate receipts. CS cannot do anything. I can’t cancel and no solution to resolve this.

I unfortunately made the mistake of booking a room through Hotels.com. We were in north Florida at Miramar beach. Apparently there is a Miramar, Fl in south Florida and that is where they gave us a room. When I called to let them know of the mistake they told me there was nothing they could do. They refused to refund the amount or even move us to another hotel room in the actual area we were. It’s sad that some companies choose to be so unethical. Learn from me and stay away from this site.

I have been a Hotels.com rewards member for 5 years. I have booked all my hotel stays through them because they usually have some of the better deals and I like the reward of receiving a free night for every 10 nights booked. I recently booked a 4 nights stay in Boston, MA at Club Quarters Hotel through Hotels.com online and at check out used a coupon code for $5 off. After booking was completed I reviewed my rewards and was alerted that the 4 nights ($798) would not go towards my rewards because I used the $5 coupon code. I contacted Hotels.com right away to see if they could remove the $5 coupon so the 4 nights could go towards my rewards.

Hotel was polite and said we could change our dates for no charge but since we paid through Hotels.com we had to go through them. Hotels.com refused to help whatsoever. And they couldn’t hardly speak English either.

I made a reservation on hotels.com for Home2 Suites by Hilton Rapid City, but could not make it so I canceled the reservation. However, I found out through my credit card that I was still charged over $600 for the reservation. I called to complain to Hotels.com and after numerous calls (and even a couple calls I was hung up on), they said the hotel will not refund my charge and to start a claim with the credit card company to get my money back. I filed a claim, but what angers me is Hotels.com refused to take any responsibility for it. I don't know if they did not send the cancellation request to the hotel or the hotel got the cancellation request and charged me anyway, but they are an agent representing the hotel so they should take at least take some responsibility. I have booked at least a hundred hotels with this site but no more! Buyer beware!!! Dishonest company!!!

Coming into town to work at a medical clinic I booked the Executive Inn in Milpitas, California through Hotels.com. I usually pay online but because I had never been here before I did the option pay at hotel. I had never had to use the cancellation option before. I arrived at the hotel and it was not like the pictures and there were a bunch of men milling around and their work trucks and 2 were fighting up on the 2nd floor! I told the supposed "innkeeper" that I couldn't stay because it was too dangerous and all he did with say he was going to charge me anyway.

Reserved 3 months prior, room type in hotel for event - paid in advance for 4 nights - “reservations guaranteed”. At check in, arrived early and was told “room type upgrade paid for were sold out”? On phone with hotel con staff 3 hours. Ruined a entire day of our vacation - solution offered to 4 adults to share 1 king bed? With 1 rollaway offered 100.00 credit towards next booking - lol. Checked other sites Travelocity and Orbitz and even Expedia which claimed ton types available, clearly a scam to buy up room types then deliver inferior after full payment was made. Going to BBB over this as well. Buyer beware - only “help” you can get at this site is a by phone, to out of country team incapable of resolution.

I recently booked a room through this website because I been using it for years. I booked a hold now but pay at location. After canceling the room 3p minutes later, I learned that the company took the money already without my consent. It's been over an week and I still short almost $500 that I never gave them consent to withdraw. I've been going back and forth and still have no answer or returned deposit. I will not use them again and highly discourage others if you're a honest person with a family.

I reserved my hotel online via the tablet, it was a little trickier to navigate on that device but overall not bad. I used Hotels.com to earn the free nights and reward. Inputting my information was easy and the charge went through.

I book over 100 hotel nights every year, most of them through Hotels.com. I called Hotels.com last night to see if they would match a price I found on Priceline. Their automated systems suggested a callback, and I agreed. Over 2 hours later, the callback finally came after one in the morning. Unfortunately, that callback got disconnected before I could speak to a human, so I called again.

Nautilus by Arlo Miami. This is completely unacceptable. The charges unexpected fee for Valet parking double. Price included some service that they charge double at check out. They charge Resort Fees that include valet service and charge the car space more expensive than the valet service. The guy in the front desk fixed my invoice and they recharge again. Also I bought this from Hotel.com and they invoice is EXPEDIA.

I'm usually through hotels.com to make my stay to anywhere. Regarding their free night reward is fake. Because I'm planning to go to vacation in next week & try to redeem my free night. They can say, "I can't find your previous reservation from last 2 year" & keep saying that they can't find my email & phone number but I got all the promotions and reference number they sent me all the times. It's seems so terrible. I'm being the genius member. If they don't have my record how can I being member? SO RIDICULOUS.

I booked a $750 room for one day on the website and saw that the price was lowered to $550 the next day. I called to have the price adjusted and was told that I could upgrade the room for just $50 more. After agreeing, they told me that I need to book the new room through their gift card and they will refund my original $750 back.

On Feb. 15th, 2019 I booked 2 rooms. 2 Kings for 2 nights at the La Quinta in Tyler Texas. Email confirmation #[protected]. On April 10th, 2019 I revised the reservations. Changed one king to 2 queens (same date and same number of nights). Also got an email showing the same confirmation #, along with the changes I requested.

So, we booked a week's stay at Planet Hollywood in Las Vegas in April through Hotels.com in Feb. We were spending time with other family members. Our plans changed slightly and we were staying one less day (travel Mon - Sat). I contacted them and they said no problem. I think we were paying $750 for the 7 days. They said, "Okay, your new rate for six days is $300 MORE." Wait a minute, $300 more for one less day? Hotel policy... I called them back and argued my point. It wasn't a different date, just one less day. Eventually they relented after they talked to the "property manager". They agreed to refund me the one day's rate. Do you want a confirmation email (always say yes!)? I said, "No that's okay." (Bad move.) I also told them we'd be arriving late, they made a note of that and said NP.

I like Hotels.com for the ability to see hotels in an area but I will NEVER book through them again. They had a hotel listed as 3 star. We booked it through Hotels.com. I wasn't expecting greatness from a 3 star, but what we checked into was most definitely NOT a 3 star. The pictures on the website were misleading, the description was misleading. It was so bad we ended up finding a different hotel. And since we booked through Hotels.com, we were unable to get a refund on our stay in the "3 star". We ended up losing about $500. When I returned home I went to Hotels.com to be able to write a review of the experience in order to help others avoid what we experienced. I was unable to. So frustrating.

Stay away from StayLo in Austin and do not, repeat do not book anything trough Hotels.com. They take your money and leave you in a dump. I booked a Luxury 1 Bedroom Apartment at the StayLo hotel apartments via Hotels.com. I made it very clear that I am booking this hotel because I wanted a Balcony with a view and the space the room offered.

In April 2019 I used Hotels.com to book a hotel in Nashville for two nights. Upon checking out of the hotel I received a receipt for $50 *less* than I paid Hotels.com. Called Hotels.com and was told there could be no refund of the difference, that it was a negotiated rate. So why use Hotels.com and not go to the hotel direct next time? The operator couldn't give me a reason, just gave the previous canned response. No more Hotels.com for me!

This complaint is in regards to a May 7th, 2019 stay at the Staybridge Suites Durham/Chapel Hill, NC. My wife and I were placed in a smoking room even though we are non-smokers and have allergy/asthma issues. When calling Hotels.com that day there was NO assistance whatsoever. Talked with Rebecca, Clark, Ryan and Nicole and they all told us the same thing. Not will to provide a refund, book at another hotel, find a way to receive a non-smoking room (which other people behind me in the line were receiving). No customer service whatsoever and left a very bad taste in our mouth for Hotels.com. Not sure we will ever use their service again. Learning that you are better off just booking directly with the hotel yourself.

So I have use Hotels.com probably for the past five or six years and for the first time ever I was told the basically I was Sol. The hotel I stayed at in South Padre Island South Beach in which I will be leaving them a review but they can't seem to keep their story straight on their refund policy and what they charge and when they charge. Hotels.com even though they had notes about them changing their refund policy from one day to the next still did not back me up and sided with the hotel. Spent five days and probably 8 hours of my time being told that something was going to be done that they noticed how the hotel kept changing their refund policies and their booking policies.

This is a Phishing company! They don't save you money, they are charging you a higher price than the hotel itself will charge you! Don't use them, you will pay up to 20% more on your room!!! Call the hotel direct!!!!

I booked a luxury estancia near Buenos Aires last August, for 28/3/19, through Hotels.com, having been explicitly assured (at the time of booking) that I could cancel free of charge up to a couple of days before the reserved date. My plans changed, and on 18/3/19 I cancelled the reservation - after being specifically told by the Hotels.com “chatbot” that I would receive a refund if US 890. I received no refund, and, in repeated exchanges with Hotels.com, have told that they were just a third party, and could not provide a refund - despite the written assurances I had received from them in August 2018 and on 18/3/19. In these exchanges, they are simply ignoring the assurances I received. As a result, not only am I out of pocket by US 890, but feel deeply misled by devious and distrustful behaviour by Hotels.com.

I booked a hotel for my son to attend his first bowling tournament. I paid extra to be able to cancel the reservation. First of all that fee allowed you to cancel only 5 days ahead. Which is ridiculous. If a emergency came up it should cover up to 24 hrs. Anyway my son came down with with influenza a so I had to cancel my reservation.

What a pleasant surprise it was to stay at the Rodeway Inn and Suites in Pasadena, CA. I liked it so much I extended my stay an extra day. It was clean, quiet and had a refrigerator, microwave and a TV that you don't have to have an engineering degree to figure out. The fellow at the front desk, Steve, was very polite and respectful even though I locked myself out of my room 3 times!!!

I did a search and on the left side there is a filter for payment and cancellation, I checked the box for "Free Cancellation" and then picked a hotel in Chicago - I booked the room and then checked my booking. IT SAID NON REFUNDABLE - I got on the phone and talked to Hotels.com - the girl called the hotel and told me she fixed the reservation - and on the booking it was fixed. MY CREDIT CARD WAS CHARGED 977.88!!!! I spent several hours on the phone with Hotels.com and the hotel and they are keeping my money!!!! A 2 minute reservation that wasn't even my fault. I am handicapped and that is 2 months of my income. Corporations like that are terrible!!!

Had a hotel booked for a funeral I was attending, when I arrived the staff was rude and lobby smelled like urine. Checked out the room and it was disgusting. I could not stay there, I contacted Hotels.com. They said they would contact hotel and refund me. I had to rent a room somewhere else. Hotels.com never got back to me, when I called they said that because the hotel would not refund them they could not refund me and the best they could do was a $25 voucher for my next booking. Not something you want to go through while attending a funeral. So much for satisfaction guarantee!!!

I pulled up call hotel.com on my phone Google browser. The number was a scam and I was told to buy a gift card and give them the code and then they would cancel my room for me. Was scammed out of 100 dollars. The number keeps changing also.

I have decided to share my horrendous experience publically, after relaying my complaints personally to Scott Weismiller, the VP Global Customer Service, Elizabeth Gorton, the Senior Director of Business Improvement, and most significantly Mark Okerstrom, the President and Chief Executive Officer of Expedia Group, to absolutely no appropriate care or resolution. I have been a long-time account member of Hotels.com since 2012, having obtained Silver Membership status for the last 5 years consecutively, and thus was confident in my choice of accommodation during my latest trip in the central business district of New York City, booked through Hotels.com.

Hotels.com is a confirmed criminal fishing company. Hotels.com cheats with fishing prices at the confirmation after the customer searches a hotel with his personal specifications. Especially when you have family specifications they will give you a total confirmation which is wrong, a fishing fraud!! Following this, they don't inform you, so happened in our case, they took without warning then nearly the triple price from our credit card and wisely they mentioned "refund not possible" because it should be a super discount booking...which is another lie and fraud.

The minute I got off my plane (2 hrs flight), I found out that my credit card had been charged for the room. Then I called the hotel to make a request. That when I learned that it booked out. Never had any vacancies. After multiple attempts I have never had my money back... Seems like they're collecting free money.

I went to Inntown Suites on Oxmoor Rd on the March 9, 2019 and paid $247.00 to stay for two weeks. Me and my boyfriend had an argument. Someone called the cops out. When cops came out they ask is everything ok. We said, "Yes just had words but nothing physical" so they left. The next door the manager kick us out with no refund and nowhere to go but sleep in our car.

I booked a hotel room through them and when I got to the hotel I was told that they were completely booked. I called Hotels.com and after explaining to them what happened they told me I would need to book a room at another hotel and that I would not be getting a refund even though it was their fault. What a horrible company Hotels.com is.

In my attempt to get a refund for canceled hotel reservation The customer service department told me I had to buy hotels.com gift card and they would refund me that plus the amount of my cancellation. When I did that it didn’t work and a manager called me back to say no I had a buy a $400 Google play gift card in order to now received a $400 refund of $100 refund and the refund for the cancellation. Against my better wishes I did that and then James the manager told me I now had to get $1000 gift card for Google play and they were going to refund me the $2000. I absolutely refused and now I’m out the Google play 400 the hotels.com 100 and the refund for the canceled hotel room.

Discriminates against United States military veterans. I urge all my fellow veterans to avoid this cheap disrespectful incompetent website at all cost!! Treated me extremely disrespectful and were totally uncaring when trying to change a reservation. Didn't care the hotel was advertising an incorrect address on the website.

I made a reservation and weeks before the cutoff date I went on the site to make a change... Instead of staying three nights, due to son's graduation plans, we only need to stay one. Site would not let me change, I called customer service and was told that there were no more rooms available, hence I was unable to make the change. I wasn't asking to change rooms, just go from 3 nights to 1 night. Continued to be told, not enough inventory to do the change? I asked to speak to supervisor and was told I needed to email customer relations. I followed the directions and was contacted by an agent via email. I asked again to speak to a supervisor via phone and was told NO... The WORST customer service, hiding behind a computer!!! I was sent an email that this matter is closed! It's not closed because it's not resolved!

This hotel booking site is inept. I booked a hotel for 4 nights and upon arriving at the hotel they told me Hotels.com paid them for 3 nights. Upon engaging with Hotels.com, they said I had booked 2 rooms for 2 nights (which should still equal the same amount as 1 for 4). The rate for the Wyndham was $120 per night. I was billed $657. They tried to tell me it was due to taxes! Then when I told them I had been a loyal Expedia customer for many years, they told me if I left it would be my loss! Honestly, the most unprofessional company. Do NOT use!!! They are a joke. Their online rate for this hotel room was between $102-$120 and I paid $657 for 4 nights. Incredible. I'm going to book through Expedia or directly with the hotel from now on.

I used to use Hotels.com for many years between 2010 and 2018 and booked dozens if not hundreds of rooms with them. At one point in time I was disappointed about an issue and moved my business elsewhere for a few months. Today I decided to go back to them just to find out that business has changed at Hotels.com - not for the better.

I booked one room and selected pay at hotel. I paid with my card at the hotel, then the next day, Hotels.com tried to charge me AGAIN, but luckily the bank declined it and blocked my card. I would have been out 225.00 if my bank didn't catch it. Also, they had me down for 3 rooms. My confirmation clearly states 1 room not 3. Don't think I'll use Hotels.com too in the future.

Hotels.com intentionally mislead us.

I received a gift card for Hotels.com with the intent to book at a specific hotel LISTED on the site. Then I went to book the hotel. They said I could not book at that hotel despite it being listed as one that I could. They were absolutely no help and gave no explanation as to why. STAY AWAY FROM THIS.

I left a rating for the hotel I stayed at and accidentally marked it as 8 instead of 10. The hotel and experience were actually great and I wanted to change my rating to 10 or delete it. I've struggled with Hotels.com for 2 1/2 weeks trying to remove or edit my own review. I received several emails (every time from a different customer service person) telling me that they are working on it. But nothing got done. Again - this was simply a rating, not even a description was provided. But yet, Hotels.com didn't care to help me make it right nor did they care about the hotel that lists through them.

I paid 412 TRY for the booking and it was non-refundable. I checked the hotel's own website within an hour and saw that it was 348 TRY. The non-refundable fee is even higher than the refundable fee of the hotel. The price difference is too high and I can not change my mind. In a way, it is deceiving.

Hello. My flight was cancelled and I could not make it to Vegas to use my hotel reservations but Hotels.com would not refund me.. I spoke to 2 different agents and 1 lied to me. The 2nd person was supposedly a manager but was not helpful with little effort. I would recommend you all to use Expedia since they back their customers up, my friends on the same cancelled flight did get their refund back with Expedia.

Went to NYC for a couple days. Stayed at Days Inn Broadway, whose incompetency really started this mess. I had two rooms and they said I only had one despite showing my Hotels.com confirmation. To make a long and tortuous story short, I spent 1 and a half hours on four separate phone calls with customer service. This was all wasted as I was charged for an extra night after the chaos, and was put into another hotel at a higher price when I was told they would honor the original price. When I got home I tried to dispute the extra night charged, for an hour and was finally told I need to contact the hotel directly to ask them. Never again will I use Hotels.com. Do not go through middlemen for reservations. I will go directly to the source from now on.

My wife and I decided to stay at the Rainbow Bend Resort based on information provided by the resort and a booking through "Hotels.com". The information misrepresented the condition of the resort. "Hotels.com" despite four contacts refused to accept any responsibility for participating in this misrepresentation. They made it impossible to escalate our complaint to a manager with decision authority and simply kept repeating the same rote questions. Their customer support is simply non-existent. Note: "Hotels.com" is a brand of the Expedia Group so using Expedia customer service would probably give the same result.

I used Hotels.com to book a room, however I needed to cancel due to a family emergency. The reservation stated that I had until Midnight on 04/16/2019 to cancel and I would get a full refund. However I was still charged a fee for canceling my reservation. I attempted to resolve this with them however they did not want to assist me.

Had a room booked for my son for a USA BASEBALL Tryout in Palmyra PA. Day of arrival in the morning, USA BASEBALL cancelled the event due to inclement weather in the area. I asked to cancel my room and was told that they would "ask the hotel". I was told that the hotel would not cancel. I called the hotel and the Hotel said they were fine with cancelling, and it was up to Hotels.com to cancel since I had booked with them. Again I called Hotel.com and was told it was up to the hotel, not them. I conferenced both parties in and the hotel said they would cancel. I was put on hold and again told that the hotel would not cancel so they could not cancel my reservation. I WILL NEVER BOOK WITH HOTELS.COM AGAIN!!!!

Was in the process of booking a multinight hotel room. Midway through the process I changed my mind and closed my browser -- having NOT clicked submit. Lo and behold. I received a purchase confirmation number. I immediately "cancelled" but with a $300 fee. This all happened in a matter of minutes. Chatted with customer service, and received the phony sympathy stating they would do everything they could to "negotiate" with the hotel on my behalf. Funny since the fraud or error occurred on Hotel.com's site and not with the hotel themselves.

I was supposed to have 6 stays on Hotels.com but they are only giving me 5. I have written them several times about the mistake and they ignore me. The reservation and the completed stay was right on their website, and they still won't give me credit for the 6th stay. What a RIP off, and l am done with their app. Expedia and others are out there that DO NOT RIP you off.

I recently booked 6 nights through Hotels.com on a spring break trip. I find their website flow deceiving as they route you past fine print details, their representation of the property deceitful as they bury unfavorable details, and their customer support is unsupportive. I was actually advised to book a redundant stay at a second hotel while a refund was requested, but the refund was denied by the hotel and Hotels.com says they have no recourse. Also, after about 5 emails of pleading my case and asking for escalation, I am not being escalated or accommodated.

Unbelievable. I booked a hotel and when I got the confirmation by email, in big print was the fact that the room chosen is only for Egyptian nationals. Well I'm a USA national. So I called Hotels.com and to their credit, they answered the phone. They told me that on their site, if I had looked carefully, as in real real carefully, at the bottom of the page in the "At a Glance" section if I had clicked "see more", I would have seen that the room is only for Egyptians with proof of nationality at check in. Ok, so please cancel the reservation I requested. Hotels.com obligingly contacted the hotel which "refused to refund payment". In any event, if you choose to use this site, read every little word and click every little box to see every little text or risk losing your money.

I booked a hotel reservation for the Astoria Crowne Plaza in New Orleans. When I reviewed the cancellation policy it said I had up to May 14th to cancel and even though I chose to pay at the hotel if requested my car and pulled a fee of $144.00 I should have questioned it then but I did not. It turns out I need to cancel the reservation more than 30 days before my stay and I was told the cancellation is “cancelling up to May 14 before 11 pm will be a penalty fee of &124.00." I explained to two different representatives that is not what the policy said.. No help.. Excuses and I have lost $124.00. I will not use this website again..

I booked a room in another state using this company. They immediately charged my card in full. I received an email confirmation and receipt from them. Five minutes later I receive an email and confirmation directly from the hotel. It is a much lower price. I tried through their customer service to get a refund in the difference, but just received excuses and runaround. So much for low price guarantee. My opinion just a very shortsighted business practice to gouge a short term profiteering over having a long term customer. I will NEVER USE this company again. There are other and more honest booking companies to use. Avoid at your own peril. Trust these reviews. Don't ignore and be a fool like I was.

I made a hotel reservation for 1 night to my husband who had a delayed flight from Florida to Arizona and needed to stay from 3am to 8am. The representative was nice and I was relieved knowing the booking was done and they even offer an airport shuttle to the hotel but when my husband got to the hotel by Uber (they didn’t pick him up) the hotel was BOOKED and he didn’t have a place to stay at 3am. My husband found himself another hotel he could stay. I will never recommend hotels.com.

I was a loyal customer for years and I had been saving up points for a vacation. When I was ready to book, I noticed I couldn't get into my account. I then called and they told me that there was a change of e-mail address associated with my account, which I never did of course. I thought, no big deal they'll make it right. So I'm told that I need to create a new account and that they will merge them within 72 hours to get my points back. I create the new account and call them 3 days after only to find out that there is nothing they can do about it. I lost all my points, status, everything! I had PLENTY of e-mail showing that the old account belonged to be but they refused the proof. My advice: STAY away from these crooks! Take your business somewhere else!

They pride themselves in advertising Hassle-Free Travel Guarantee if you are a silver status member. Although they don’t honor what they preach. I made a business reservation through one of their agents with specific instructions that I would not be checking in until 9 am the next day. I verified with the agent multiple times that I had the correct reservation for the times that I needed. When I went to check in to the hotel, they gave my room away because I did not check in by midnight, even though it was noted of the late check in and it was prepaid.

I am going to presume that if you do not have an issue with your reservation then using Hotels.com is adequate. But beware to never ever ever even think about taking a chance that there will be no reservation hitch if you are counting on Hotels.com (Expedia) if you are for instance at the Final Four in Minneapolis and there is absolutely zero rooms left within a 50 mile radius. Absolute disaster. It began when Hotel.com double booked my room, that was a non-refundable charge paid fully in advance for 3 nights. Generally, when you pay in advance it is a reasonable assumption that you have a pretty solid guarantee that your room is locked up tight. Never assume!!! I arrived to find my room was taken.

This stay made a record of being my worst experience with a booking website as well as a hotel. The hotel was booked 3 months prior to our stay but shortly owner started texting me that he could not provide us the room at such rate. I started communicating with the site and every time they confirmed me there is no issue. Upon my resistance, they contacted the owner and told me the amount of booking has changed and Hotels.com accepted to pay the difference. However, I received same messages from the hotel (if you can call it one). Again I was assured that there was no issue via Hotels.com.

While booking three rooms for a one-night stay in Iceland, I accidentally booked the wrong date. I immediately called Hotels.com to cancel. They told me they would cancel the booking, but I would be charged the full amount for the room. The refused to not put the charge through on my card. I will NEVER deal with Hotels.com again.

They have the worst customer service and they were so rude with me. I asked for a refund or a voucher of what I paid for the hotel because I couldn’t travel so I want to cancel my booking. Here is my story. I applied for an Indian visa but they did not give me the visa so it is out of my hand. I explained this to Hotels.com. They did not help me. The customer service only said, "We’re sorry we cannot help you." and that’s it!!!

They have the worst customer service which provided redundant solutions and even asked us to use unlawful means to contact our credit card company and report as fraud transaction. Please do not book your vacation through them as they won't fight for their customers.

I booked a room using Hotels.com, was going to a Fleetwood Mac concert. The day of the show (today) the band cancelled. I was on the phone over an hour trying to get my card refunded. Bottom line, they would not refund my money, or let me change the date. $254.00 for nothing.

I recently booked a reservation through Hotels.com for a San Francisco hotel. 20 minutes after booking a prepaid hotel, I realized I had made an error on my dates. I immediately called Hotels.com and asked to cancel the reservation. They gave me the runaround, promised to email the hotel request a cancellation without penalties. 24 hours later, I received an email from the Hotels.com stating that the Hotel denied any cancellation without penalties and there was nothing they could do. Irritated, I went ahead and traveled to San Francisco.

I recently joined Hotels.com and upon completing my registration, the site did not clearly mention how to enroll in the reward program. After signing into the site, the enroll option mentioned by their customer support is not displayed, confirming to me that they do not want you to get rewards. I called customer service and it was a waste of time. They are obviously aware of the issue and their customer service personal is trained to give customer the run about. You would be better off dealing directly with the hotel establishment and avoid at any cost HOTELS.COM. Hope that my bad experience will serve someone else.

Hotels.com has always been a bit unreliable but now I see they are downright shady. I'm using their customer service for the first time...and wow. I was booking a hotel that I trust and have stayed at before (`$150) then I see a similar location slightly less quality hotel for $118...so I check it out and Hotels.com says there's 2 prices $139 and $118 the secret price (should have been a red flag but I don't distrust the site yet so...). I say, "Go ahead" and on the final screen after clicking purchase I see there's a fee tacked on making the room $139 (remember the normal price). No warning etc.

I cancelled a 2 night, 2 room reservation through Hotels.com. The rep I spoke with assured me that both rooms would be cancelled, but my credit card was charged for one room. I called Customer Service and provided the cancellation number. At first the person tried to pawn me off on the hotel, but I insisted this was Hotels.com's mistake.

YOU ARE BETTER OFF USING THE HOTEL CHAIN WEBSITE - SINCE I BOOKED THROUGH HOTELS.COM COULD NOT CANCEL. COULD HAVE canceled if used the hotel website. The operator in India did nothing and offered no help. Waste of money. No service. Bait and switch. Since said I could cancel when booking through Hotels.com.

I booked 7 different hotel reservation thru Hotels.com for a trip. One of the hotels closed at 9 pm and the owner of the hotel called earlier that day to say he would leave a Room key in the mailbox. There was a envelope with parking pass, beach access but NO room key. We called the hotel, no answer, left a message and they never returned the call. We ended up going to another hotel. When disputing the charge with Hotels.com they said they couldn't reach the owner of the hotel and could not refund my money without his permission. Also, I had gift cards for Hotels.com, but when booking online you could only use 1 at a booking. Try to call and book they will not take their own gift cards. What a ripoff company. I've been using Hotels.com for years but no more. Too many other ways to book a hotel room. Stay away from this site. Customer service very poor.

If I can give 0 star I would, we booked hotel half year ago, and last minute we received e-mail from Hotels.com that due to overbooking they switch us from hotel to worse than Motel 6 without any compensation. We complained to Hotels.com and they cancel us reservation and wanted us book another hotel with double price, it’s outrageous, bad service. We will never use them again for sure, please be aware when you book rooms with them!!!

I have never reserved a room and had the funds taken immediately, A nonrefundable, upfront, paid reservation. For those of us that are not rich and live paycheck to paycheck, this is a horrible service. I will never use them again. Wish I had never given them the opportunity to book for me.

I have been an avid Hotels.com user for several years. I honestly at my wit's end with these folks. I have called in several times regarding my account lists my business partner's name. I have simply asked to take him off my account. I have gone in several times with my PC, not the app on my phone. Changes don't take, but they still insist every time I call that it will be in effect in 72 hrs. I have lost several free nights stays as a result. Cannot book any new hotel stays, nor redeem any of the lost nights. Goodbye Hotels.com/Expedia... I am now going back to using my Hilton Honors, never an issue with them with redemption or communication. I guess if your customer service provides zero service, it might be time to get out of the service industry.

Recently I booked a reservation thru Hotels.com. I was quoted a price from Hotels.com and when I checked in to hotel I was given a cheaper price and at checkout the same low price on the folio printout I was given at checkout. When questioning Hotels.com I was rudely told that hotel should not have given me the lower price or printout by hotel and that Hotels .com can charge any price they want. When I stated that was not fair the agent said “how do you expect us to make money.” And she said Hotel.com services are not free.

My cad$1200+ is gone with the wind! I booked with Hotels.com a 4 nights stay in London and I'm sure it's under the pay at the hotel column. When I received the confirmation email it states my booking is fully paid and charge on my credit card. The email also state, "Cancellation policy Free cancellation until 03/18/2019 00:00 (GMT+00:00)." I did the cancellation after 3 minutes thinking my travel plan may still change later on and I still have time for the free cancellation. I received the cancellation email after 3 minutes of booking and later on learn I am not entitled to any refund.

I flew with my son, his friend and the friend's father to the RHCP concert in Giza, Egypt. Since many tourists were expected to arrive at the show, we ordered in advance (January 31st) and booked two rooms through the Hotels.com website. We've completed our reservation, including entering the credit card details. After two days we received an email from Hotels.com confirming the booking.

We booked a hotel which seem to be fine and we went to check in. We were told Hotels.com put us at a different hotel. The hotel they sent us to was the worst hotel I have ever seen. We checked in and went to look at the room and almost died. We just left and had to find a different hotel and pay again for the night. Do not use this company, you don't know where you will end up at. This should not be allowed, asked the manager if a thing could be done and he said no, it's our loss.

My daughter and I stayed an unsafe and dirty hotel. The room to smelled like weed, a hair pick was on the floor and the bathroom window was broken to where it does not close all the way. We were only going to be in San Francisco for a short time so we decided just to deal with it. As we were sleeping we heard inappropriate sexual activity from the room above us. We then also heard people yelling, cursing and appearing to be under the influence of substances. As we walked down the stairs in the morning, a man that appeared to be homeless and drugged out cat called my daughter and myself. There were also a bunch of people that again to appear to be homeless people and the police were on the premises as well.

I booked a 3 night stay with this website and drove 12 hours to my destination. When me and my family got there no reservation, and the hotel Sweden House SF said it's the website's fault and I not only lost $300, but because it was fraud my bank card got stopped/reset. Not only wtf but can't get a room without a bank card at 12 am with our 11 month year old son... WOW.

I never am one to write reviews. I had a horrible experience booking. I booked the wrong date by accident for hotel and they will not refund me or exchange dates. I am going to the media ... these crooks!!!

I usually do not write reviews but based on my recent experience with Hotels.com’s customer service, I feel compelled to provide insight and warn prospective consumers of how bad this company is when it comes to customer service. Below provides a summarized list of what went wrong:

I booked a hotel through them for my son's baseball tourney. After I hit confirm they sent me an email which had the wrong date, not the date I put in. I'm 110% sure of my date because I'm weird and check over things 10,000 times before confirming. Anyways they refused to change it to the right date or give me my money of $265 back!! Crooks!

Sadly Hotels.com prioritizes profit over promises made to customers. Booked a three-day hotel stay, didn't get the room we booked and had to move elsewhere after the first night due to bugs and dirty sheets. Then got told by Hotels.com they believed the hotel's claim that we got the room we booked and that neither of them were willing to do anything further. Classic scam made worse by the company's refusal to even listen. Finally managed on the third attempt to get a partial refund (not even worth a single night's stay), never again.

I made a reservation in Newport RI at the Viking Hotel for one evening. Confirmation indicated Total Amount due at hotel: $172.93 and under made note of charge at hotel of resort fee $30.00... which indicated inclusive... However I was actually charged $205.03. When I called Hotels.com to express my concern over how the charges are indicated the agent 3 times said it is a resort fee... To which I said I understand that is not what I am contesting. Asked to speak to a manager who was extremely rude. Once again I understood what the charge was for... My dispute was how they are not upfront with it... And 3 times in the confirmation state total amount due $172.93. I will not do any future business with a rude unethical company.

Two bookings in a row the hotel gave away my room and I was downgraded. I contacted Hotels.com and the customer service was awful. They kept pointing to a policy that wasn’t written anywhere, and when I showed them every policy that WAS written they thanked me for pointing out the discrepancy, and still told me I should have known this unwritten policy. The customer service team ignored my specific request to not contact the hotels that night, which made it awkward when I was still at one hotel and they had already addressed the issue so were confused what I needed. Hotels.com did provide a credit to compensate for their poor service, but refused to pursue the matter with the hotels — if I’m supposed to be in a king and I have two doubles (or two twins!), I need to be paid back for the difference in room price. Two terrible experiences in a row AND terrible customer service when I raise the issue? Hard pass, I won’t be using Hotels.com again.

I recently booked accommodations through Hotels.com - taking careful note of the small print as it was a condo and not a hotel chain. I even phoned and talked to an agent regarding the accommodations. 24 hours later I received a text message from a random number asking for my credit card information, a $500 deposit and a copy of my passport (???) I called the number and verified that it was actually the condo leasing company. I stated that not only was I not comfortable with providing this information insecurely but that there was nothing on the site asking for it. The gentlemen said it was standard practice, understood my concerns and offered various secure alternatives we could agree on.

I travel to the same hotel once a month for work & my company books the hotel using this website. I have never had a problem. Until yesterday. Yesterday was SO bad that I asked my company to not use them again to book my rooms & to book directly with the hotel or use another booking site. Hotels.com NEVER sent the hotel my reservation. I had a confirmation number but unfortunately the hotel doesn’t use a booking sites conf. #’s. This has never happened before so I wasn’t that annoyed. UNTIL I CALLED Hotels.com!!! I explained my situation and I was put on hold after giving them my confirmation number.

This would be a zero star if I could. I created a booking on Hotels.com for Country Inn and Suites Downtown Atlanta and given an overbooking situation that I had at another hotel, I called to inquire about the room availability. The young man I spoke to over the phone told me that there was no room available if I had just made that reservation. I asked him to cancel it so that I was not charged. He said, "no problem." I then booked at a third hotel (which was 50$ more a night and farther away - therefore much more expensive to Uber to). I then spoke to Hotels.com that evening and asked for my reservations to be cancelled. "No problem. You will not be charged", I was told.

These awful, horrible people do not deserve to be in business. This is literally a "get what you pay for" situation. I tried to cancel my reservation FOUR MONTHS before my anticipated stay and they refuse to refund my money without charging me a $100 fee. Their website claimed I would not have to pay until I got there, I followed up with the hotel and was assured of the same. Then, I was charged me over $450 on a stay that is months away and they WILL NOT give me my money back. We had to change our reservations because my elderly mother is moving in with us that week and every person I spoke to just kept telling me there was nothing they could do. Horrible, just horrible. I'm out $450 for a vacation I will never be able to take, despite the fact that they claim to have a 24-hour cancellation policy. Stay away, stay far, far away.

The customer service for this website is horrible. I lost my gift card, tried the chat help. They gave me a number to call. That number said they only dealt with eCards, being a third party company, so they couldn't help and they gave me another number. Called them, they said they'd transfer me to their gift card department, (isn't that who I was transferred to??). The person on that end was from the same third party company that couldn't help me.

Delta SkyMiles "partner site" get points reserving through them. It's just Hotels.com. Online free cancelation does not work. Requires you to call. Gave me Delta SkyMiles number to call. After 2 hrs of being told by various Delta departments that I had to call a different number I was finally told I had to call hotels.com. Another 1.5 hrs of my life I will never get back. Their policy states refund process in 24 hrs. However after an insane amount t of time, connecting with specialist, then they had to call hotel "to see if you can get a refund". Excuse me? They tell me "72 hrs to process". I remind them of their stated policy but am told they need to get their "escalation team" to review it because they are getting an error. No kidding? You mean the same error I was complaining about in the first place when I tried to cancel online?! Delta SkyMiles = irresponsible. Hotels.com = crooks!

I've used Hotels.com moderately and have consistently been disappointed. My latest trip was to South Beach, Miami, FL where Hotels.com advertised a price for the hotel which was a pure "bait and switch" scam. After choosing the price, and proceeding to enter all reservation details, in the very fine print, after clicking two "continue" links, there was an extra $25 per night resort fee. I totally missed this making the reservation and only discovered upon arrival at the property. Hotels.com intentionally misleads customers as to pricing to get the business, then charges more. The phone reps when asked about this, said very unconcerned "You've used our site before - you know how it works". BAD BUSINESS HOTELS.COM!!

Assuming I could get a deal using Hotels.com, I booked through them. When I decided to add a night to my stay, I called the hotel directly to ensure my family would get the same room and they gave me a much better rate. When I called Hotels.com to request a refund for the difference, they went on about how it's because there are different nightly rates...yada yada. Having anticipated this, I had a quote from the hotel about what my rate would be for the nights booked through Hotels.com and they were lower. But apparently this didn't matter to the crooks at Hotels.com. No matter what I said or what evidence I provided, they wouldn't budge. I'll never use this service again. PS - I wanted to give zero stars but had to give at least one to submit my review. Hotels.com is definitely not worth even one star.

I booked in Malaga 3/4/19 for 2 nights. When I got there, there was no hotel; only a steel door with graffiti on the walls. I called customer care and they called a person in Malaga Spain who tried to convince me to stay at that place. There was no entrance, no reception, not even a sign posted and still the hotels.com attendant wanted me to stay there and listen to a person calling me over the phone. I talked to hotels.com operators (Douglas, Diego and Grace) and none of them would be willing to help. I had to book another hotel room and pay another 2 nights as hotels.com did not understand my situation.

Hotels.com does not price match. They charge the full amount and then issue the difference in the form of credit toward your next booking. This credit expires in one year and if not used, you forfeit your money. Additionally, the credit can only be used with the higher, inflated priced bookings forcing you to pay more than market value for your next booking. See explanation below.

My family and I booked 3 rooms with Hotels.com at Home2 Suites in San Antonio, Tx. Upon us checking in our rooms were changed from 2 bed Queen suites to a 1 bed king suite. Then my credit card was double charged. I will never use them again, then I asked for my military discount and received the runaround.

Utilizing Hotels.com can be misleading and they will not stand behind you when contacting customer service. I booked a hotel based on the advertised price and amenities only to find a non refundable charge and will be sleeping on an air mattress or cot I have to bring. Called the hotel to confirm the reservation and I recommend making reservations direct. Amenities were not as advertised! Once Hotels.com gets their commission they no longer care about you as a consumer. Hotels.com supervisor in customer service (Walter) is unqualified but the whole lesson learned is buyer beware of misleading and poorly managed websites like Hotels.com. Pirates of booking online.

On Jan 22nd, 2019, I was investigating hotel rooms in Los Angeles. Finding a good deal on Hotels.com, I reviewed the hotel room listing in detail and I was informed by the app that my purchase was non-refundable, and that the cost was $59 + taxes. No other information regarding the cost was provided. Based on previous hotel rooms I have rented, I was comfortable with this price. I confirmed the $59 price again before purchase. After the purchase was complete, I learned that my credit card was charged $212 for this room - more than 3x the initial quoted price! As the full price was not revealed until after the room booked, I was now locked into this non-refundable price.

I have been using Hotels.com for a couple years now to book my business trips. I had always just "assumed" that I was getting the best deal; but this is NOT the case. After a bit of research I found that Hotels.com is often the the best rate available. I contacted them to find out about the Price Guarantee, and was told that you must find the cheaper rate yourself before your trip. I counted on Hotels.com to work for me, but CLEARLY this is not the case. I would use Booking.com as they seem to regularly have the best rate.

I booked a London hotel apartment for four people, three months out, on Hotels.com. Fifteen minutes after making the booking, I found the identical apartment for a $91 cheaper price. I called Hotels.com (within 15 minutes of making my reservation with them) and told them I wanted to take advantage of their "price matching" service which they advertise on their website. Their website says "they will match cheaper prices up until 5 days before check-in date". I went through their process of proving that I could get the same price cheaper on the Orbitz website. I was told that after verifying that my information was correct, that they would refund the $91 price difference to my credit card. All was good I thought.

First off Hotels.com is affiliated with Expedia. Did you know that? So that's an issue they fail to disclose. They send coupons you can't use. They claim to offer fifty percent but it's false. They have bad customer service. The rates are really discounts when cause they add other bogus fees. Watch it they really are awful. Again HOTELS.COM is AFFILIATED WITH EXPEDIA. So when you book from the the reservation at hire cones by them. Inquire. They kept it quiet. Scammer.

I booked a flight from Hotels.com. A few days later, I received an email stating that my flight was cancelled. They said I had two other flight options, both with 5+ hour layovers which was not acceptable. I called to cancel but they said it would take 8 weeks to get a refund. I said this was unacceptable and wanted to talk to a supervisor. I ended up on the phone for over 1 hour and 45 minutes and was transferred to the wrong department several times. I originally called the number given to me in the email and that was the wrong department, so their email is wrong.

Never again! Worst experience EVER. I will never EVER again use this site. Oh hire people that speak English. I hope others aren't messed around with like we were. It's no wonder people write the reviews they do.

There's no place to write a review about hotels you've stayed. I called them about it and they insisted there's a tab of completed reservations. There isn't one! They talked to their manager but they also couldn't help me and just said sorry. So if they prevent from people writing reviews about hotels the information is misleading.

Stay away from Hotels.com. They have ZERO customer service and I'm pretty sure they are a scam. I purchased a gift card online and they definitely took my money but never sent the PIN number or actual gift card. I called three different 800 numbers over a dozen times and got the same result each time with someone in India putting me on hold where every single time the line would get disconnected. I tried the Corporate office number in Dallas at least that many times and no one ever answers. Only a recording that says an operator will pick up but one never does. I feel like this was pure Fraud. After seeing other similar experiences posted in reviews I would never recommend using this site.

Hotels.com does not care about its loyal members. The site's user experience is subpar. It is unclear when they associate a user's email with an established account. It is always linked for upsells, but is not for actual reservations. One would be better off using another aggregator and always going direct to the hotel for better service.

I booked a room and a few days later went to cancel because it was no longer needed. When I went to cancel I saw that my booking was not able to be cancelled or refunded because it was prepaid, which had never been an issue before. After several phone calls and chats with Hotels.com they threw blame onto the hotel for not being flexible with their cancellation policy. As it turns out they are bound by contract to not be able to change or cancel any of Hotels.com reservations and only they have the ability to complete the refund.

I have booked over 110 rooms over a three-year period with Hotels.com. I had several free nights accumulated that I went to use this week. To my surprise Hotels.com stole my free nights because I haven’t booked a room within the year. I think that is ridiculous that it says on their main site in several portions that your free nights do not expire. I understand if you happen to use this site in a year you can lose your free nights but I truly believe that needs to be posted on the main portion of the site and on advertising ads not on page 18 of the terms and conditions that nobody reads. I will make sure everybody I work with and meet understands what type of company Hotels.com is not deceptive they want to be. Extremely disappointed.

I have booked through Hotels.com for several years. Lately I have not traveled due to work. I had accumulated 1 free stay which I was told did not expire. I just learned they took my 1 free stay away due to not booking recently. I was never told of the time limit as well I was not notified I was losing my free night. I would not suggest using Hotels.com. Poor customer service.

I booked a condo through Hotels.com and had a pretty frustrating experience. The owner of the condo wanted to use a 3rd party site to process my credit card info and this was explicitly against Hotels.com policy. After talking to customer service and they re-assured me the owner of the condo will find an alternate way to process the deposit, the condo owner wouldn't offer an alternate way to take my deposit. I talked to customer service again and they said there's absolutely nothing they could do. I ended up booking another hotel through a different site and I highly doubt I'll use Hotels.com again because of this experience.

Never use this site. It will charge you more than the going rate and not even show you fees prior to getting reservations. You get an email that shows different than amount charged. Then on credit card statement you get a foreign charge. These people need to be put out of business and hailed. Gave chargers from Malaysia. When checking into hotel person would not even tell me how much I was charged. Best western should not allow these scammers.

Hotels.com used to be a decent booking site and ever since it moved operations to Philippines it became a total scam. I booked a hotel and due to weather and illness I had to cancel the booking way in advance. After a string of emails back and forth Hotels.com reps in Philippines claimed that “hotel refused to issue refund.” It was a lie as hotel in question never got my money in the first place and conducted business only with Expedia (the parent company of Hotels.com). Hotels.com is a total scam! Do not use this outfit!

I made a hotel room booking with Shinjuku Granbell Tokyo via Hotels.com for my intended Tokyo trip. It was with free cancellation for 3 nights at $564. Had to make a later date change to 2 nights, got the remainder refunded since 2 nights costed $398, website claimed it was special member rate but I don't see a drastic difference as I am still paying about $200/night.

Chose Hotels.com ONLY because I have a Capital One Credit Card and they offer a 10X point incentive. Needless to say I will never use Hotels.com again. Among other things, the reservation process was deceptive and misleading to the consumer. For example, they admitted they provided no options for “pay now” or “pay at hotel” yet accused me of somehow picking one of these options. What? Would not allow me to reschedule or cancel or rebook. The messaging throughout the transaction is not clear and very misleading to the point where you are prevented as a consumer from making an informed decision based on the information provided. Contacted customer service and could barely understand the rep or manager due to a severe language barrier. They were clearly untrained in customer service as evidenced by a missing “listening phase” on their part and then hanging up on me.

My husband travels for business and books about 200 hotel night a year, we do a lot of personal travel as well. Apparently the rewards cannot be tied to both your personal and business emails in order to accumulate rewards points. Needless to say, we will be taking our business elsewhere.

I booked a hotel through Hotels.com the night before my mother and I went on a cruise out of Miami, and for the night we got back from the cruise at the same hotel. On our way from Seattle to Miami, sitting in the Raleigh, NC airport, I began to look through my reservations, wondering if they would have a shuttle when we got to the airport (not realizing what a ** I had booked). I realized the front desk closes at 9 pm and we were not getting in until after midnight. I called the front desk, spoke to a woman who told me I had to fill out a bunch of paperwork, send her a photo of my ID and my credit card, and they were charging me another $40 to send me a code for the door. I was annoyed to say the least. At that moment, I received an email from Hotels.com asking about my experience with the choices of a happy face or an unhappy face. I chose the unhappy face, because I was irritated.

When you place a reservation through Hotels.com they do not send you any updates or courtesy emails and they do not share your information with the hotel so there is never any courtesy emails coming from the hotel either. However, when you book through Booking.com, you'll receive reminder emails and courtesy emails from the hotel you booked which allows the hotel to check on you around the last 4 weeks before your arrival to see if you need to cancel or if you are confirming that you are still coming. Also, they sent us courtesy emails asking what time our flights were coming in and if we needed someone to pick us up at the airport.

Stayed in New York in Manhattan January 29. Hotels.com advertised the rate at a two-digit price plus taxes and amenities, then showed me the likely price I'd pay based on average NYC taxes and fees. I did not notice that the price I authorized my credit card on included an amenities fee of greater than twice the advertised room rate!!! GOTCHA! I called hotels.com after this experience. I asked for a Supervisor and got a woman who told me that I should always double-check the price before I click. She refused to let me speak to anybody else.

The lack of concern from management after a horrible experience at one your preferred locations is outrageous. Myself and another were attacked by bugs in your hotel after paying $800 and management claimed that he was going to reverse the charges and never did. Use your site against my good will one more time and was disappointed again. Paid in advance for a room for 7 days and decided to leave on the sixth day after an unpleasant stay and was told that I will not be getting a refund regardless of my experiences from hotels.com. Please take heed and realize that people do not take Precious time out of their day to create an account and to leave false reviews. This is a horrible unethical wannabe business that needs to be destroyed! If management wants to contact me please contact me at this number **.

I personally did not use Hotels.com. Somebody had got ahold of my credit card information and managed to go through PayPal to go to Hotels.com. She used my credit card to book a room in her name. PayPal has already refunded my money. But I wish to press charges. But my local police said I need to know where she is. Hotels.com refuse to help. They said the reservation is not in my name so they won't give me any information although the credit card used to pay for has my name on it. So essentially they won't even tell me what state she's in. I can't file a police report until I know. They were rude, unprofessional and I would not recommend anyone using them. It seems they like the criminals and protect them.

I very frequently used this website for my travels and was considered a "Silver" status member which supposedly entitled to me to a higher level of customer service, but their customer service is unfortunately non-existent. I arrived at a hotel in Manila, Philippines and the staff member struggled with English and did not understand that my booking had already been paid for through the Hotels.com website. It was late at night and I was exhausted so I paid cash for the room expecting the matter would easily be rectified in the morning. I send an email explaining the situation to the customer service team that wrote:

The guaranteed pricing is a bit of a misnomer, as after I found a lower price, they wouldn't match it because of the timing or something. It was very confusing and I think it's much simpler to just book directly through the hotel.

I will never use Hotels.com again, we booked a hotel in Haiti a week in advance. Got confirmation number email. We arrive to check into the hotel and was told they have been trying to reach us (which is false), because the hotel cancelled our reservation due to maintenance plumbing issues. We got referred to another hotel. They sent an email apologizing and that we will receive a refund. Here we are over a week later still not refund. Even after multiple calls to Hotels.com they refuse to issue a refund. I'm pretty sure this is false advertising.

I have used Hotels.com for several reservations without a problem...until now. I received a charge on my credit card for a hotel stay that I did not make. I spent hours on the phone with the hotel and with various people at Hotels.com. The people at Hotels.com were rude and implied that it was my fault several times. They stated that I made the reservation online without logging into my account and that is why it didn't show up under my account (and still doesn't as a "past stay"). With my history with the company, it makes no sense that I would have booked a reservation without signing in...especially if I had to put in my credit card #! Also, I have no evidence of a confirmation email sent about any type of reservation. They refused to listen and just kept repeating the same thing, no matter how many "managers" I spoke to. Very disappointing and maddening, considering my extensive history in booking with the website. Never again!!!

I have never used Hotels.com before and will never again. My plans changed and I have to go to a funeral. I tried to cancel a reservation that I was supposed have to the end of the day to do so. I called and got an agent that was extremely difficult to understand (poor English). She told me I was outside of the cancellation window and would have to call the hotel directly to request a cancellation but they were NOT going to do anything for me except make excuses because it was after 4pm. NOWHERE does it state that 4pm was the cut off time for cancellations. I will use a reputable booking website from now on. If I could give zero rating I would. I'm quite confident they will keep my $ without offering me a thing.