Hotels.com Reviews

Since when does Hotels.com offer condos? If it's Hotels.com you'd think it's specifically for HOTELS. Might as well go to Airbnb if I wanted a condo. On top of that how can a cancellation policy be in May when we're in June? Shouldn't they at least give 24 hrs or at the very least an hour to cancel a reservation? I'm at wits end that the "hotel" I reserved doesn't even answer their phone yet can accept my money without even to have to speak to me. Hotels.com called the merchant themselves and they didn't answer them either. I think if they're offering these "condos/rooms" they should be able to communicate with that merchant themselves! Ridiculous. No refund, no answer, no cancellation. What should I be expecting when I show up to this "condo"?

Worst customer service experience ever. Was provided with wrong information by 6 people in a row. Ever since I made a booking with them, I’ve been spending my days arguing with them on the phone. They don’t know what they are talking about. Staffs including supervisors are poorly trained. Please avoid Hotels.com at all cost. They are nothing but nightmare. I was provided 6 credits/coupons due to price match. Each rep confirmed that all my coupons are valid and will be working for 12 months. It’s not even a month, they cancelled 4 out of the 6 credits without informing me. What a scam.

A hotel in Rome was booked on Hotels.com on March 1, 2018 at Boutique Home Roma for 9 people, one of which is 81 years old. This was a 4 bedroom apartment in the center of Rome. The reservation was confirmed and prepayment was made on a credit card. On June 16, an attempt was made to contact the hotel to confirm the reservation. The contact information was not provided on the reservation. Multiple calls were made to Hotels.com to obtain the information. On June 17, a call was made to the Rome hotel that stated that they do not book through hotels.com. Hotels.com did not address accepting the reservation without authority despite hours on the phones and conversations with three supervisors.

I was traveling on government orders to conduct military funeral honors, we were notified two days prior to the service. I have to use a government credit card for all of my travel expenses. The rules for using the card is that it has to be under the limit that they give us and we cannot pay taxes. Whenever I booked the hotel it didn't say that I was going to be charged then, I thought that they just needed something on file, with the taxes I was over my authorized limit. I arrive at the hotel and give them my tax exempt form and they tell me that the hotel was already paid for by the website and that they have nothing to do with it and that I need to contact the website. I call the customer support and explain my situation. They say that they cannot help me so I talk to the manager and she says the same thing. So I ask her if I can get just $11 refunded so that I can at least be under my limit and she says no as well. I will never use this website again.

I booked through them on a few occasions with no problem. I was going to an event in Asbury Park NJ so I booked through them. Well a hotel that I didn't book with charged my card and neither the hotel or hotels.com will refund the money. I now have to get the bank to help me dispute the charges. POOR PRACTICES, LACK OF RESPONSIBILITY.

We booked an apartment for a couple of nights in Brighton, UK. Apparently we were to call a number 24 hours ahead to find out how to get the key. This information only appeared in the Hotels.com app and not on the confirmation email. Without the app, we did not know to do this. We arrived at the apartment block early, in the hope of leaving our baggage. We found that the apartments were privately owned with no reception or any way of talking with someone who could help. We called the number on our confirmation but there was no response. Worried about the lack of response we went for lunch and called Hotels.com to see if they knew what we should do about getting the key. They tried calling the owner and also got no response.

Stayed in Capitol BNB, great place. Tried to call owner to get parking advice for downtown DC, the number that Hotels.com provided was not a working number. Turns out the owner has been asking them to change it for months now. I recommend not trusting Hotels.com, the hotels they set you up with are great, but Hotels.com as a web service are just horrid to work with.

I lost $160 for a night in a hotel that I did not use because of them. They charged my CC even though I canceled the reservation within 24 hrs and the hotel did not issue a refund. MY CC company could not dispute this charge because it happened to be nonrefundable which hotels.com did not tell about. Lost a ** $160 because of these ** Indians. DO NOT BUY FROM THEM!!!

Twice Priceline.com has beaten Hotels.com for me. The agents on the phone with hotels all saw the better deal and I sent repeated screenshots and still the company refused to price match. Don't use them False Advertising and promises. Agents lie to get you to book through them, and don't put the notations they say they are so when you call back to confirm if there is a problem you're screwed. Then they say they will give you compensation for not adhering to their promise but then don't do what they promised.

Had to go to a conference. Decided to use Hotel.com. The hotel I chose was nothing like on the website, I am disabled and that they told me that they would put this in my reservation. When I got there they did not honor this nor did they not to see my actually handicap sticker. Put me on the second floor, the hotel was not clean and service was awful. Hotels.com was not accommodating when I explained this to them, and when I explained this to a manager, he seem very unconcerned about my conditioned.

I booked a hotel for a recent stay. I could not get the online coupon code to work so I called the booking website and was guaranteed by the booking agent that I would be reimbursed within a week for the difference. I agreed to this, then after a week passed and I was not contacted, I contacted the company and was informed that because there was some fine print excluding the hotel I happened to book from the promotion they would not do what they promised and reimburse me for the difference. I would not have booked this hotel and would have used another coupon if I was told this at the time of booking. Very unethical company.

We booked air and hotel package November 2017 for $1,806.00, charged for a portion of the trip at that time, not uncommon per prior experience, Visa credit card provided. Attempt to check in on 5/18/18 with Wow Airlines (partnered with Hotels.com for flight portion of trip) and we're told that the “flights were cancelled due to non payment.” Never received notification of this cancellation, no email, no phone call, Visa/Capitol One never notified me that they declined payment AND they always do this! We had also purchased trip protection from Hotels.com and received nothing in return. We booked round trip air the morning of our original flights 5/19/18 for $4,899.00.

I booked a hotel. It says the price per night was $138.00. I booked because it was a good price. I entered my credit card information and the price per night is still $138. I booked for 2 nights. It specifically says the currency which is CAD currency. When I received a confirmation, the amount confirmed was $436.32 CAD. So I called to ask why. They said that the displayed price was average price. They are fooling people. If the displayed price is $138.00 and I booked for 2 nights then it should only be twice the amount.

I booked this B&B Room 110 in Bari Italy through Hotels.com. When I arrived they moved me to another property which was not theirs but an apartment. When I went out for breakfast, I returned to find all my belongings stolen. I was left with what I was wearing. The B&B and owner of the apartment took no responsibility. I lost $3,000 in clothes, electronics, and medications. A dream of traveling for 6 months in the EU was shattered. Avoid this man and his properties. I notified Hotels.com. They offered no support in helping me recover my losses and assumed no responsibility for posting a despicable property owner. They continue to allow this person to use their reservation site. I think some sanctions were the minimum they could provide. Solution: use the site to find a property and book directly on the actual hotel's web page.

Logged in to Hotels.com to book a room for a return trip from Ohio to Texas. Entered "Benton, AR" and hit return. It brought up hotels in Bentonville. I did not notice this and reserved a room in what I thought was Benton. Tried to find a confirmation email and could find none on my phone, my wife's phone nor our laptop. Thinking we did not have a reservation I went back to Hotels.com and this time noticed that when I put in Benton, the first selection on a long list of selections was Bentonville. I tried to explain to Hotels.com that made no sense since I correctly entered Benton, AR.

Made a booking for couple of rooms for colleagues at work. Mistakenly entered wrong number of people. Cancelled and re-booked. Cancelled reservation cost me 50% as penalty. Called customer service (somewhere out of United States), went thru different managers and NICA, the manager, finally was able to refund 100%. I am a happy camper and would use them again for my business and pleasure trips.

Urgent RESOLUTION required. I am reaching out to you as a point of escalation post waiting for resolution. This is with booking reference no. **. Summary: at 9pm last evening I was attempting to book 2 rooms at Novotel Suites Wien for 4 nights starting 26th May till 30th May on Hotels.com. It kept indicating that my cvv needs to be re-entered. This attempt was made thrice. I called the helpline immediately. Spoke to Jyotika the supervisor for 45 mins. To my horrific shock it shows dates at 26th June to 30th June. It seems to be a major error on your site.

We made a reservation at Hotels.com and when we got to the hotel we had to call a phone number to check in. A man came out slurring his words and was filthy. He showed us the room. It had a musky, mildew smell. The metal on the beds had rust. We refused the room and he became angry. He told us to go ** ourselves and we would not get a refund. The entire amount for the room was take from our account before we even got there. Hotels.com told us that they could do nothing. We had to go through the hotel. We lost $445. We are disputing the charge but that takes time and a lot of trouble. Look out.

I traveled from Singapore to Suzhou and had a booking at Riverside Hotel by Hotels.com. The hotel was in the outskirt and not easily accessible by car. The taxi dropped me a distant away and I had to tugged my luggage and walked about 600m under the hot sun. When I reached the hotel I was told Hotels.com did not send my booking and despite showing my booking confirmation letter and reference number I was not allowed to use the booking rate. I had no choice but to book into another hotel. When I came back to Singapore I called Hotels.com to lodge a complaint. I had to wait a very long time to get someone to answer my call and when the person who answered knew the nature of my call I was put on hold for a long time again and eventually the line was cut off. This happened to all my 3 calls.

I made a reservation on 1/4 for 2 rooms (me, wife, two kids). On May 5th, that is, a full FIVE MONTHS after the reservation was fully paid, confirmed and "guaranteed" by Hotels.com, I received a message from the hotel saying they would cancel it due to 'pricing issues' and that I would have to call Hotels.com. I did, 3 times, one via chat with full written records. In each, being assured it was just a temporary technical glitch. On 5/14, Hotels.com contacted me via email to say that the reservation was in fact "not honored" by the hotel. It's now less than a month to the day of travel.

I had never used Hotels.com until recently. I had to attend a family function in St Petersburg, Florida. Not knowing the area I thought going through a place like Hotels.com would be a plus & take all the guesswork out of it. Wrong. The accommodations were totally misrepresented. What I was promised and what I ended up with were entirely different. What I thought I was getting was an upscale resort on the ocean. What I ended up with was a run down Mom & Pop dive. I didn't stay. I tried contacting the management of the hotel with no luck - because no one was ever around or answered the phone. Hotels.com tried passing the buck and jerked me around from one representative to another. Finally I got the Credit Card company in the act. I learned my lesson.

I canceled a hotel stay. The amount was over $500 and was charged regardless. They have all kinds of reasons why I can’t get my money. I went through PayPal. On April 6 they gave a partial payment 176.00 and when I called to find out when I would receive the rest. They tell me they don’t owe me anything. I am out $347.00. Please help.

Hotels.com gives wrong information about the quality of the hotels on their website, do not listen or follow the customer concerns and they do not care as long as they get your money. Their customer service is incompetent. I had a very unhappy experience with them, they destroyed my vacation with their lousy service.

I have been a customer of Hotels.com for over 10 years. I have repeatedly referred them to many other people because they really took care of me. Anytime I had the slightest problem with a hotel, I called them and they corrected it or found a way to make up for it. When a solution could not be found, many times they would comp me another night, to make up for my disastrous experience.

AVOID Hotels.com at all costs as it will cost you and you won't get your money back. I booked two rooms with Hotels.com. My trip was cancelled so I went online to cancel the bookings. My credit card was already charged. So the free cancellation is not free. I tried cancelling it online and it said there was an error. So I called Hotels.com to cancel. They said I missed the cancellation period by 2 hours. What? It was 3 days before my trip. Reputable hotels ask for a 24 hour notice. This was a 72 hour notice. I couldn't get my money back so I asked to change the reservation dates to the following week. No... they would not let me change the dates even though they had availability. Basically they kept my money and told me... "You figure it out." Since they wouldn't refund my money but, they would rent the rooms to someone else... I didn't cancel the reservation. If I couldn't use it then they can't re rent either.

I received a gift card as a holiday gift and finally decided to use it. I spent two hours plus trying to book online and when that kept not working I called and talked to about six people who all barely spoke English who repeatedly sent me to other departments to only be told, "You can only book gift cards online." Why? Because they already have your money and only want new cash coming in. So I gave up and tried again today and of course the room I wanted was no longer available. Beautiful business model. Recapping: gift cards used online only at a few selected properties and when the site does not work for a whole day you are out of luck. I even had the foreigners on the phone admitting how bad they were. If I ever get to use the gift card will never do business with them again. Horrible from start to... well, not finish.

I recently made a last minute/day of booking through Hotels.com online. The hotel was displayed as available on the site. I booked the hotel room at 20:16, promptly following my booking my credit card was charged for the room and I received a message that check in time ended at 20:00. Essentially they had a room listed as available for that night after check in times had exceeded and charged me for it. I was unable to check in and had to scramble to make other arrangements. I’ve gone back and forth through email and by phone to reach no resolution.

I booked a hotel in Alexandria, Virginia, through Hotels.com in March 2018, for a long weekend. It was only about two weeks out from the reservation date, so rates should have been relatively stable. My credit card was charged the amount on the original confirmation, but when we checked out of the hotel after our stay, the amount billed was LESS THAN what we had been charged by Hotels.com. After noticing the difference of around $85, I contacted the hotel and was informed that I should receive a refund from Hotels.com for the difference.

I used Hotels.com to book 1 night. Feb 4 2018 I stayed at the Travelodge in Airport Blvd San Francisco, CA, I did get a email confirming it. They also booked me at the Days Inn which I was not aware. After getting home and checking my credit card that is when I seen the charges. Hotels.com admits they did not send me a confirmation on the Days Inn. Had the wrong email. Their mistake but will not credit my credit card, they dropped the ball and I have to pay for it??? Just heads up.

I could not hold meetings in that room, as it was close to the alley.

My experience with Hotel.com was extremely unpleasant. They made it very hard for us to get back the refund the manager at the hotel had promised us. I had to take off the day and travel to the hotel and call Hotel.com from there so that the manager could talk to a representative from Hotel.com - I will advise everyone not to book with Hotel.com.???

About a month or so ago I reserved a hotel in Avalon, CA on the Hotels.com application for a significant anniversary. We spent our wedding weekend there and have not been back since. I reserved 2 nights at the Secret Price which was 50% off, which was about $400 including taxes and fees for BOTH nights. It’s Monday. We are leaving Friday through Sunday. I just received an email telling me the price we will be charged is $797.00, but my Hotels.com App Account Manager says my total cost for two nights is $390.60. I’ve used this app for years and it always tells me what my total cost is going to be. So I called Customer Service — which is somewhere in India. They insisted that the app was wrong and I will be charged the almost $800. They would do NOTHING to stand by their own app’s quote! Thank you for ruining our special anniversary. Bless your soulless hearts! I will never use this app again!

I booked a hotel through Hotels.com. What I didn't realize is there were two numbers listed on their website. I thought I was calling the reservation line for the hotel company. I only found out after the fact and ended up paying way more than if I'd simply called the hotel directly. Don't trust these third parties, they overprice hotels and make you think they're "going fast".

On 4-20-18, I booked a room at the Greenville Inn & Suites for that evening. This booking was made through Hotels.com. Hotels.com charged my credit card, and sent me an email stating "Your booking is guaranteed and all paid for." Reservation confirmation number was **. When I tried to check in at the hotel front desk, I was told there were no reservations and they were totally booked. The person I spoke to at the front desk stated that this occurs often as Hotels.com does not verify room availability.

I booked the suit in Calgary for one my co-worker by phone with Hotels.com. I got a confirmation about my reservation but there were some discrepancies. It was 2 addresses in my confirmation email. I called back to Hotels.com. They couldn't figure out too what address I booked. I spent about 3 hours at this day with this reservation. Also, in my email it says there is no reception desk. So I asked how I can get in. Agent told me to call the number for Newtel Suites that was in my confirmation but the number didn't work. I called back to hotel, they provided me with another that didn't work either. They tried call them too but no luck. I asked to cancel it but they told me it's not refundable.

I booked a room with Hotels.com for 4-16-18. I had wanted to stop and stay in Buffalo, WY. The Hotels.com website had a hotel by the name of the Buffalo Inn pop up with a “Great Rate” of $60 and a rating of “fabulous” but it was advertised as being 37 miles further away in Sheridan, WY. Please see the screenshot photo attached below for verification of the advertised location. I decided to drive a little further so that I could stay in this nice hotel and I booked the room. When I got to Sheridan, WY I pulled over to bring up the Buffalo Inn on my phone only to find out that the hotel was actually in back Buffalo, WY where I had wanted to stay.

I booked a hotel through Hotels.com. I do NOT recall seeing that there was no refund if I cancel, they must be very sneaky in putting that there when you book, or I never would have booked it. I then read the reviews on the hotel, which had pictures of filth, and said the hotel had ants and cockroaches. Obviously not staying there, so I called Hotels.com to cancel the reservation, two weeks before the stay. The man I spoke with called the owner of the hotel, who said no, he would not cancel, nor give a refund, even though it was two weeks away. I disputed the charge. Hotels.com said there is no evidence I attempted to cancel, and they said I was notified there was no refund when I booked.

Made a reservation that had a free cancellation policy. When I tried to cancel, it said it had to be canceled by a backdated day from the time I made the reservation. I called 5 times to explain the situation. They kept on saying they could not refund me because of the hotel policy. I contacted the hotel directly via email, they respond that they did not have the cancellation policy Hotels.com is claiming they have. I let Hotels.com know and they are still refusing to refund my $. I had to open a claim with my credit card.

I tried to make a reservation with Marriott.com. I am a Silver Elite Rewards member. My friends and I are going to New York. I was researching hotel rates for September 28-30, 2018 for Manhattan, NY. I was comparing the price on the Marriott.com website and the Hotels.com website. Marriott.com showed –a lower price than Hotels.com. I looked for the phone number to call that Marriott because I wanted to confirm I could get the late check-out.

I booked a stay in Orlando during spring break nearly two months before the trip. With less than a week until the arrival date I received an email saying the property I booked was overbooked and could not accommodate me. They asked me to call. I called and spent over an hour on hold while the agent who barely spoke English found me something similar. Then, as I was driving to Orlando, at 11:30 pm the day before my scheduled arrival, Hotels.com called me and said my reservation could not be honored by the second property. I stayed on the phone until 1 am with them as they tried to find something for our family of five.

I should have read reviews on Hotels.com before I used them. They have rooms that are misrepresented on their site. I booked a room that was CLEARLY labeled BEACH VIEW on their site. When I got to thinking about the reservation a month later, I became a little worried since I had never used the site before and called the hotel directly to check on my reservation. It turns out that the suite I booked does not even come in a beach view! The hotel will not upgrade the reservation and they tell me I have to call Hotels.com.

As a courier service, we occasionally book rooms for our drivers when they have a delivery out of town. Made and paid for a reservation for our driver at Days Inn. Days Inn had no record of the reservation when the driver arrived, and said I, as the credit card holder, had to contact Hotels.com. The Hotels.com representative could not understand that I, as the owner of the courier service was their customer, not the hotel guest. He said that the guest needed to call. I said I would conference the guest into our call, and quickly did in less than 10 seconds.

I booked a hotel for a week and paid using PayPal. Unfortunately the hotel booked was dirty and full of cockroaches and mosquitos - even a room change didn't help so after 4 nights I changed the hotel completely. When I came back home I send an email to customer service - I had pictures and evidence - but hotels.com not even answered my emails - I tried different emails but nothing. So I asked PayPal buyer's protection for help - but they didn't help either. So my money is lost. I can only warn you to book with hotels.com - in case you have a problem they won't help you at all!

I used Hotels.com in the past for corporate use and the experience was stellar, they went above and beyond for us and made sure everything always went seamlessly. When situations out of our control would force us to cancel a reservation, they would refund us. No problem. Now, a year later, their motto has changed completely. Instead of customer first it's "I talked to the hotel and they said you can reschedule if you want, but no we won't refund you even though there's a strike at the airport and no one can fly into our country". Um, hello! This is like saying, "Hey, there's an earthquake in the area but too bad, you have to pay". Thanks for doing nothing, Hotels.com. You've lost a customer of MANY years.

Made a booking via hotels.com. Received email that hotel was fully booked. That's fine. Both hotel and hotels.com told me I should cancel through the other party. Then full cost was taken from my account! Unbelievable! Hotels.com customer service extremely unhelpful. Still trying to get the money from the hotel!!

At first, I was satisfied with this website. It was the first time I ever used a site like this. When I checked in at the Ramada in Hilton Head, everything went smoothly. Prior to making that reservation, I had made a reservation at Red Roof Inn located in Beaufort. Once I compared the two hotels I liked, I canceled the one at Red Roof Inn. It was two rooms under one reservation and all they canceled was the one room. So, a couple days into my trip, I get charged almost $75 for a room I didn't keep the reservation on.

I have been fighting with this company for 1 1/2 hours to get them to do a price match on a overpriced reservation for Radisson Decapolis Hotel Panama City. I took them to TripAdvisor and showed them the same reservation for $82 and they said... "I don’t see it" even though it’s in plain sight. Then they sent me an email (which I never received) so I could send them the link for the savings... 2 time. BY THE WAY THEY KEEP SENDING ME SURVEYS. Why do the WORST COMPANIES ALWAYS want a survey. THEY KNOW THEY ARE BAD. They then finally said to copy the link and send it to their billing dept and they would give me my credit. YEAH... RIGHT and the checks in the mail... And I won't say the other one.

We booked at the new JW Marriot, after booking our room here with HOTELS.COM we're charged in US funds even though our booking was set in Canadian funds. They refuse to fix the difference. I highly recommend you make some effort to either warn your customers of this scam or to stop allowing hotels.com book rooms in your hotel. This is unacceptable service, as I am sure you would agree. The hotel is in Canada, the room was booked in Canadian funds and I was charged USD on my Canadian Credit card for the room. So disappointing to have paid an additional 30% on this room unnecessarily.

This company, which stated that I could cancel a reservation with my confirmation did not do so when requested. When I arrived at the hotel, I found it to really slimy place and then they wanted to charge me a deposit for the room. In all the years and hundreds of rooms I have rented, this was unprecedented. I asked to cancel, but I found out that Hotels.com would not honor my cancellation and they went ahead and charged me.

0 stars if I could! Will be my first and last time using them. I booked 11 days at a hotel for a family member who missed his flight. I called the morning after booking online and was told that they could not communicate with the front desk because they didn't speak Spanish then asked me if I spoke Spanish. They then put me on hold then proceeded to tell me that to make a change to the reservation for the first 2 days, they would have to cancel it, charge me the full amount of almost $700 dollars, then rebook it for the amount of the 8 days. In what universe?!!! What sense does that make?

On March 6, 2018 I made a reservation in hotels.com website for Sept 22-25 2018 Marriott Hotel in Munich and as always I double check cancellation policy. I always check pay at the hotel. The website stated that nothing will be charged on my credit card, however when I received a confirmation of the booking it stated that I will be charged 90% cancellation fee. Within 20 minutes I cancelled it and they charged me $1197 on my card. I called them and they said it is not refundable. I am disputing the charge with the credit card company I used. This HOTELS.COM is a scam. DO NOT TRUST THEM.

I showed up to my hotel after booking on Hotels.com and they told me that my room was not held. Went back and forth with the lady and gave her my confirmation number and they told me it was canceled by hotels.com. The hotel wanted to charge me $50 more than I originally booked for. Left and went to another hotel. Called hotels.com when I got to the new hotel to explain the situation and they told me they would process a refund because they were "sorry." They are exactly that, SORRY, as a company. Calling now on 5 days later (because I haven't seen a refund) and they tell me they have nothing in their notes about me calling and getting a refund. What kind of trash company/service is this? STAY AWAY and do yourself a favor.

This is the worst booking agency for Hotels. They have a no refund policy that only becomes apparent after you hit the buy button. I made a reservation by mistake and tried to cancel it immediately. The only option was to forfeit all my money. No refund.

When making this reservation I specifically asked (as I ALWAYS do!) what the cancellation policy was. I was told by my booking rep that there was no penalty up to 2/28, which gave us more than a week to decide if this was where we would indeed be staying. I found a better deal but when I called to cancel at The Reef at Seahaven Beach Resorts, I was told there WAS/IS a penalty, and a very hefty one!!! I was furious and Hotels.com kept going back to try to get the resort to wave that penalty (that Hotels.com had lied to me about). The resort would not budge! I feel Hotels.com should pay me this money that they caused me to lose - $254.08!! I have put a stop payment on my American Express card as they investigate this, but this is of little consequence as I will NEVER trust Hotels.com information again! I'll be using Trivago from here on out.

I paid 65 dollars for a room at the flushing YMCA yesterday. Couldn't get to NYC because all buses shut down until Fri, tried to get a refund to book another room they will not refund me even with the storm. Book AT YOUR OWN RISK or else YOU will lose money if you can't make your reservation!!

Warning!! Do not book with hotels.com. My husband and I decided we would start our vacation one night early in Orlando. I was on hotels.com site and booked a room. We paid for the room and got a reservation. We had a reservation number. Problem... The page never refreshed... Odd. We showed up to the hotel they were completely booked! We used our American Express. Surely we could cancel this charge. American Express told us we would not get out of the charge. Even though we called from the hotel that was overbooked and they saw a second charge 30 minutes later, for another hotel!!

Hotels.com charged me more than the cost of the hotel would have charged. $102 over the hotel rate $79. Couldn’t cancel Hotel.com reservations because they would have charged me a no show fee equal to one night's stay.

Used hotels.com to book what was described as a bed & breakfast in Santiago, Chile for a 6-day stay. When I arrived I was told my confirmed reservation was gone. I was offered a room only, sharing the bathroom/ toilet with essentially everyone staying there although I had booked a room w/ private bathroom. The breakfast was eggs, coffee & white bread cooked by ourselves each day, after which we cleaned up using only cold water to wash dishes. So NOT a B&B - a hostel. I was given a slightly reduced room rate that did not make up for the deception. I will never again book with Hotels.com.

The site is user friendly and performed as expected. I was able to book the hotel I wanted without any problems. I would definitely use the site again and recommend it to others.

I used the Hotels.com app to book a stay. However, there were two hotels of the same hotel chain with the same name, and unfortunately I booked the one that I did not intend to. The charge was also nonrefundable. I called Hotels.com to help resolve the issue. Hotels.com said that they called the hotel and they could not help. Initially Hotels.com customer service indicated that I could just pay the difference for the new hotel, but then within a minute, that option was gone and I have to pay the full price for both hotel reservations. I told them that is not a great solution.

I had used hotels.com to book a two night hotel stay. Their email to me confirming the reservation clearly stated that should I cancel within 7 days of my arrival date that I would only be charged for one night. When I canceled within two days of my arrival time, hotels.com gave me the major runaround. They told me to deal with the hotel, although I never booked with the hotel! They then told me I was a no-show, so they could not refund anything, etc etc. After spending hours on the phone with hotels.com, forwarding back to them the email before my booking confirming my cancellation of the with hotels.com (two days before my arrival) they simply told me to deal with the hotel once again!

When my wife booked a room online she was given a total. When she clicked "Book" the total changed considerably. She called Hotels.com immediately to get this straighten out and was told that there were additional Resort Fees, Room Fees, some other Fees the rep struggled to explain, and Taxes added to the Total. I can understand Taxes but after adding the other Fees we ended up paying more for the Room than the highest price we found on other sites that included additional Fees and Taxes. I went back to the Hotels.com site and searched closely for anything on any of the pages that showed the added Fees, I couldn't find it. She tried to cancel the reservation but was told that it was nonrefundable.

Both times I booked through Hotels.com, they did not transfer my reservation to the hotels. Both hotels told me they do not participate with them. As a result, I had to pay double, once to Hotels.com and again to the actual hotel upon arrival to be able to stay there. The follow up is even worse, is they consumed so much of my time to try to get the money back. The first time after much aggravation, numerous emails and phonetical, my money was returned. The second time, it was not. Even their supervisors are speaking to you from a foreign country and from a script, not able to really accomplish anything.

I booked thru 1-800-CA-Hotel, I was given wrong info after I used my credit card. They admitted that they made a mistake of the amount of the currency they charged me but I have to write them (Help E-mail line) to ask for the difference. They could not cancel it because it's non-refundable and the hotel charge directly to my credit card on top of that the conversion of currency might change. It's been 2 months still waiting that the Hotels.com will reply. Their price match guarantee has a fine print that if you booked non-refundable, you cannot get the difference of the price match till you done staying at the hotel and the Hotels.com will only give a voucher to use it for the future and it has one year expiration plus some restriction may apply meaning some hotel might not honor the voucher.

I booked through their app, and when I tried to complete my reservation, the app shows a message saying no longer available. So I move on to another app for available hotels. After couple days, when I open the app, it says the reservation is completed and charged me $300. This is a super rip off... A system problem and wanted customers to pay for it. What an untrusted company.

This website has got to be the biggest joke. I've yet to get an answer from any kind of a manager GM coordinator or anything of that nature. As a hotelier I can't understand why you let your cheap ** guests have the same perks as the ones paying full price. Why should someone be able to PREPAY NO CANCEL if those rules don't even apply? They cancel at the very last second just like full paying customers. The only thing is they don't have the option to cancel but Hotels.com still lets them. Take the ** policy away. You don't even enforce and do business the RIGHT WAY!

I booked a hotel in Lima, Peru in Summer of 2017 on, or about Apr 2017. It was listed as very good. When I got there it was a Dump, infested with Bed Bugs in a Crime Ridden area, i.e. "shootings in the streets". I didn't stay there longer than 1 day and demanded my money back! Was told to contact the owner, owner told me to contact the Hotels.com!! Hotels.com never gave me my prepayment back. I lost $400.00!!! RIP OFF. Even my PNC Bank was given the runaround.

I've booked with Hotels.com over 20 times over the last year. I've had maybe 3-4 issues out of all those transactions. Every time I've called their customer support and I always get an answer no matter what time (yes even at 1AM) with a short hold time. Usually they resolve my issue easily but tonight they couldn't because the hotel I booked said that they could not honor my reservation because they close their books at 10pm and don't accept late check ins. Of course I was upset with the hotel and myself--not with Hotels.com. But Hotels.com took the hit, refunded me AND gave me a full credit towards a new hotel.

Trying to use a credit of 63 US hotel.com issued me - Spoke with live agent for 1.5 hours trying to book hotel for night away using credit owed by them plus extra monies from us. Kept having problem applying credit, and every hotel would get booked or prices would go up during process. This happened for 3 hotels. All they could say was "I'm sorry". Our 4th choice of hotel was available, surprise my husband's credit card was declined and I was told he needed to go to his financial institute. So I gladly used mine, same thing. Something wrong with my card. I needed to go to my bank too. His is CIBC mine TD.

Easy check in, gave ref number and name, room was ready, didn't have to wait till 3 PM to get into the room, and very clean, sheets were clean and put on correctly, not wet nor any surprise clothing left behind and the pillows didn't have an odor. Price for the room was very reasonable, lower than 85.00.

Whenever I have an issue with them they tried to roundabout ways of not making me feel that they are righting a wrong. They also clean to price match and so far every time they haven't but when I'm in a hurry or when I need an overnight stay I can call and most of the time get a decent price.

I booked a hotel which seemed good and well rated. We checked in and went to bed. They had a stage in front our bedroom window playing loud music. My husband thought the music would stop at 10 pm. Well it was 1130pm and the sound was loud and was just impossible to fall asleep. We called the front desk and they said they couldn't do anything. We had to request a refund from Hotels.com since we booked with them. We decided to leave at midnight as we couldn't sleep with that noise anyway. I then called Hotels.com and at first they said I had to stay in the hotel to receive some compensation. I was outraged as I didn't think that made any sense.

We booked a room through Hotels.com for my birthday. When we got there the hotel room was already occupied. We called Hotels.com and advised we would find a different hotel on our own after being transferred and put on hold many times the hotel said the reservation was non refundable and charged us for a room that was already occupied!!! The hotel said that Hotels.com threatened to charge them a commission and relocation fee, which is why they charged us. Hotels.com told us when we called they canceled with the hotel, since there were already people in our room!

I made a reservation thru this site. I needed to change the dates. 7 days before my arrival. They lied saying they called the property and told me the hotel's policy was to charge me a night for the change. Oddly, when I was able to speak to the hotel they happily changed my date with no charge which IS their policy. Just now when I called back HOTEL.COM to address this I was hung up on!!! NEVER EVER USE THIS WEBSITE.

I booked a room online on 1/22/18 through Hotels.com; the date we were going to stay was 1/25/18. It was stated in the fine print that there was a cancellation policy; the policy stated that if the room was cancelled by 700PM CST on 1/24/18 a refund would be received. I cancelled at 630PM CST on 1/24/18; I received no email to confirm my cancellation. On 2/8/18, I still had not received a refund. I contacted the hotel directly and was told that the hotel has a no-refund policy. I then contacted Hotels.com who told me that their records indicate that I cancelled the reservation on 1/25/18 at 1250AM CST. But that they would contact the hotel directly to attempt to resolve the dispute. In short I was told by Hotels.com that they could not get my money refunded. I will NEVER used Hotels.com again and I will be giving the hotel my review here as well.

I booked a hotel through Hotels.com in Philadelphia for the night before the Eagles Super Bowl parade (2/7/2018). Because of the huge crowd expected, hotel rooms were very hard to find. I completed my booking and received a confirmation number via email indicating that all was well. About 7 hours later, I got another email telling me that my reservation had been cancelled "because of a problem with my credit card." Don't ask me how it takes 7 hours in this day and age to validate a credit card, since this is instantaneous on basically every website I ever order anything from. I also used the same card several more times during that 7 hour period with zero problems.

The website conveniently starts by showing prices in CAD and charges you in US. I don't know how this is legal. The resulting receipt is unit-less and they charge you in US. This happened to me twice. Also to get the reward program they make you enter your password again (assuming you are already logged in) at the top of the last page or else it doesn't count to your rewards. These people are a joke, don't use them. You'll spend more time on the phone than in the hotel.

Just don't use Hotels.com. It's as simple as that. When you have a problem with one of the hotels you book through them, their customer service reps are ignorant, and never resolve your issues. They don't back you up in any way, shape or form. Most of them can barely speak English, and they don't even listen to what you are telling them. They keep reading script after script, like a broken record. Stay away please.

Very deceptive pricing in order to avoid Price Guarantee refunds. Hotels.com total reservation amount excludes hotel service fees. Booking.com's total reservation amount INCLUDES hotel service fees. The Hotel.com Price Guarantee policy only goes by "Total Reservation Amount" so Hotel.com found a way to void the Price Guarantee by not charging the hotel service charge, your price appears less than Booking.com's Total price because they include the hotel service charge.

Multiple hotel bookings in India November 2017 - As part of a 3 week holiday in New Delhi, Jaipur, Agra and Kerala I booked hotels in each location through Hotels.com. On arrival in India I went to the first hotel and found that it was nothing like that promised in the website and it was impossible for me to stay there. I went online to book a different hotel through Hotels.com, when I went to that hotel I was told there was no room and despite the fact that Hotels.com had taken payment in full they would not help. I ended up walking the streets looking for a hotel to stay in after my 20 hour journey getting to India.

Hotels.com website does not allow for requesting specific floor needed such as ground which was required for transporting elderly relative who could not walk. Therefore resorted to calling number listed on website... 855 516-1093. For a higher nightly fee two adjacent rooms were supposedly reserved on ground floor. Upon arriving at Best Western Plus we were informed they had no ground floor rooms and we were booked on the 4th floor. Best Western blamed the situation on 3rd and thus nothing they could do! Beware...

I made a reservation for a "Room, 1 Double Bed with Sofa bed, Non Smoking (& Sofa Bed)" the Hotel Holiday Inn SP, Liverpool England on 22nd May 2017 through hotels.com, to my amazement I was debited, which is not normal. I eventually canceled this reservation on July 3rd, 2017, and I received a mail saying a refund of the money debited will be made available in my account, I have lodged several complain from my bank branch in Zone 4, Abidjan, but all to no avail. I have contacted hotels.com for over 7 months now and yet the refund was not made. Hotels.com claims the debiting party (Holiday Inn SP, Liverpool England) is presently not in service. My bank also instructed I contact the send because no sign of incoming transaction at all. Can anyone advise what to do to have my money back. Total cost of reservation was £757(British Pounds Sterling).

Displaced traveler due to aircraft maintenance issues. Very tired and thought airline agent wanted us to make our own reservations. I tried to cancel within 10 minutes of making reservation, told too late no refunds available. The person I got on the phone blamed the hotel. I called hotel and they said it was the 3rd party that would not refund. Never again. I understand having policies in place but then there is taking advantage of people in a bad situation that they have no control over.

I made the reservation tonight 1/16/18 for a business trip. Both myself and boss looked over dates and location. Once we booked their Non-Refundable room it sent me a confirmation of 1/21 check in. I was This was Not the dates selected. I immediately called to ask what happened to my dates I booked with and why did it now say the 21st. He claimed a system glitch and verified with hotel that they had a room tonight. It was decided to be fixed at No extra cost or penalties. 2 hours later I called hotel to touch base since I was en route. NO reservation was ever submitted. I went online to type in the code they gave and it showed not only 1 room booked but I was charged with 2 rooms. I called Hotels.com to ask why and why my correct reservation was never sent over and was told their systems are down and call back in 2 hours???

After being a loyal customer, Hotels.com deactivated and expired my earned 3 nights stay. There are periods of time in life when travel is not possible, and a notice to this effect should be reasonable to expect. Their prices are higher anyway, the hotel rooms you can book are at a minimum and low end, and it is not possible to use your points toward an equal amount on the cost of an upgrade. A total ripoff, and there is no reason to use this company.

Hotels.com linked 2 different e-mails into one account without notifying me. It does not even say on my account pages that the two e-mails were linked. As a result of this, only 1 e-mail for the WHOLE account can collect rewards. This was not made clear at any point in time as all of this was done without my consent or knowledge. I understand that sometimes mistakes like this can happen, and there are issues with the system that occasionally occur, so I called in and wrote in to see if I can have this situation rectified. The phone operator basically fed me lines straight from their protocol book and explained that although this was an issue with their system, she could not do anything to help me. I asked to speak to her supervisor to see if I would have any luck rectifying the situation, however, he was extremely rude and unhelpful.

I have booked a hotel reservation through Hotels.com, the check-in date will be some time in 6 six months later. I originally booked with refundable, but by mistake from my side, I changed the booking to be non refundable. But I did not know that, and I thought my booking was fully refundable. Then today I decide to cancel the booking since my travel plan has changed. However, I realized that the booking has been changed to be non-refundable after my cancelation. I called Hotels.com immediately to explain the mistake and ask for their help. The response I received was very unconcerned and it said to me nothing that they can do at this moment. I request them to revoke my cancel and I decide to stay at the hotel anyway. But hotels.com said that it is the booking hotel's policy and they cannot do that. I was been told that it was my fault to lose all my money for the reservation.

I booked through Hotels.com. It specifically stated that I could cancel up to the date before the trip/booking. When you click on the FREE CANCELLATION button it reiterates that you can cancel up to the date before the trip/booking-- no mention of a specific time. When you actually book the FREE CANCELLATION pops up again and then it changes to include a time. Who would think there would be several different policies! When you review their site- the policies should not contradict each other and they should be clearly defined-- not hidden behind a link. And then the links for the same words are different-- like they want you to click on the first and believe it is the same throughout. I called 10 minutes after their second link which said I needed to call by 4PM (I never saw the fine print/second link). Although very nice, they called the hotel and told me there was nothing they could do. Very deceptive!! I will never use them again.

They are one of the worse third party companies. They lie, including the supervisors and so called managers. I had an issue with a refund. They kept saying it's the hotel that was holding up the refund, the hotel advised me that it was Hotels.com. There was never any continuity with the same manager or supervisor so I would get a different story with each call. Complete nightmare!!!

They are full of it! I almost collected the required 10 nights to earn a free stay only to be told that my rewards account was NEVER created when I KNOW it was. My last booking told me that I had 2 more nights til my free stay. Now all of a sudden they said I've never created the rewards account! I am spool angry right now I can't think straight. The only reason for booking through them was to earn free nights. I could have just called the hotels directly and booked based off of price matching. They are wrong and I understand why they only get 1 star and bad reviews.

Our booking experience with hotels.com has been very challenging and unacceptable. An error was made during booking and reservations were made in the wrong city. It was my mistake, which I discovered within 15-20 minutes. I immediately called and attempted to cancel the reservation. After speaking with 5-6 customer representatives, one of which was the hotel, I am told no one is willing to cancel this reservation and refund the charge to my credit card as this was a non-refundable reservation. This is completely unacceptable. I would have made an immediate reservation in the correct city but clearly that would have been another risk that at this point is unacceptable based on their unwillingness to correct the first booking. It is my belief I have been scammed.

I have made a reservation at Tuscany Hotel by hotels.com. The booking details from the hotels.com shows that cost for the booking is $311,01 including resort fee. However, the Tuscany Hotel has charged me $329. It is fair to take more money than the cost.

I (in Canada) paid for a $100 Hotels.com gift card which was sent (by Hotels.com) to my son in Arizona (for Christmas 2016). He is unable to use it in the US "because it was purchased in Canada." He is unable to use it in Canada "because he would be booking from the US." In other words, my money has been stolen by Hotels.com selling me an unusable product. I was told that someone from Hotels.com would email or phone me but, of course, that has not happened and it is impossible to actually send them an email message about this issue. I want my money back so I can just give my son the $100.

My sister and I booked with Hotels.com for a night before a cruise. As the cab pulled up to the property, a lady came out and said they were closed! We were NOT notified! Very unexpected surprise! We ended up going to another hotel and had to spend double! They offered a refund, but we were out additional cab fees and spending double was not in the travel budget. I have had success with domestic locations, but will not book a international location again.

We are booking a service-apartment suites in Toronto and paid in full upfront. It stated in hotels.com description it was a 24-hour check-in and that's one of the reason we booked it because our flight arrived 7AM. Suddenly we receive an email from the apartment 3 days prior to our reservation that the suites only available 3PM and we reply saying Hotels.com wrote that it's a 24-hour check-in so we called Hotels.com "customer service". They said probably we ended up looking at a wrong website but we already took a screenshot (8:54 PM) of it before we made that call.

I booked a hotel room through Hotels.com in Green River Utah back in October 2017. The web price through them was $117.88. I called them and I was told that I could reserve it for that price, but I would be charged the full price of 147.88 to my card, and I would receive a $30.00 rebate within 3 business days. I paid the full amount and received a confirmation #. I stayed at the hotel, but I never received the rebate after calling to complain 3 times. It's been 2 months since I stayed there and they tell me there are no notes so they can't refund me. I could have called the hotel directly and got the room for $133.15.

I was told incorrect information from hotels.com rep (Benjamin & Paul) about breakfast included in a hotel package. The hotel confirmed we were given incorrect info. Hotels.com supervisors (George & Randy) promised a credit which was never given. We got the runaround and spent HOURS on the phone with supervisors and reps. Every time we called back they said they couldn't find our notes or recorded conversations. Hotels should beware that hotels.com gives customers incorrect information about their stay. DO NOT talk to these people from hotels.com. They will lie and say they will call you back and promise credits, but you will never receive anything.

Will never use this company again, customer service is horrible! This company is not for the customer! I will go direct to the hotel from now on! You wait to speak with someone for over 30mins, for them to get on the phone and get all your information, mind you they have my phone number at this point for them to then put you on hold and hang up on you and not call you back. So I go to call back (another long wait) for them to just argue with me and tell me that their system is down and to call back in two hours, ironically everyone I spoke with was named 'David' but for them to tell me they have never seen my reservation before or have spoken with me. Meanwhile, I have 'David' telling me their system is down and I have my husband on the other phone speaking with 'David' to tell him the system isn't down. This company seems very fishy to me!!! Horrible!!!

I booked a hotel room in Larnaca, Cyprus and the price listed on the website was 62 dollars (It is still listed in dollars). When I arrived, they asked me to pay 62 euros, with no currency exchange. I complained to Hotels.com that they should convert the rate into dollars so that I would know how much to pay when I am browsing, but they said I should have noticed a disclaimer as I was checking out that said I would be paying in local currency. That still didn't make it clear that I would not be getting a converted amount. 62 euros is more than 62 dollars. I went back and forth with customer service and they do not intend to change this so I do not intend to use their website anymore.

Three of us were using the site to find a hotel one of us had already traveled to. We found it and reviewed it; jumped to the website linked in the Hotels.com site and then used the back arrow to return to the Hotels.com site. Then we locked in the room at the hotel. Upon arriving at the hotel, we were told it was actually made to a sister hotel 20-25 minutes away. We asked to have it switched. The hotel said they could easily do it, but Hotels.com disallowed the change. We ended up paying for two rooms and did not get the room we requested originally. We also had a better rate going directly to the hotel than what had been shown to us by Hotels.com, so never going to use them again.

I made a booking for a hotel in India through them. Due to some unforeseen reasons, I had to change my travel plans and I called to cancel my reservation and rebook the reservation. According to the agent, they wanted to charge me for one day of hotel charges (fair) and all 10 days of taxes accrued (Thieves). I told them that this was not fair and they informed me that the Hotel Diplomat was doing this in India. I called the hotel and found out that the entire amount had been refunded and that Hotels.com agents were lying to me all along. I launched a complaint into the Visa fraud department and am in the process of recouping all my funds from them. Do not book with them. You are better off paying a little bit more and going online with an honest company.

Reserved 3 nights, called to change to 2 nights. They said "no problem". Got billed twice for 3 nights and again for 2 nights (this was an upscale resort). Called Hotels.com and after an hour on the phone, I still had to pay $600 penalty. They NEVER told me about any penalties and I argued this point. Got nowhere. Finally they gave me a coupon for $250. Did not want coupon (to use with their website only). What a rip off... Will never use them again. They can take their coupon and put it in the appropriate place.

Booked a room for this weekend (11/18-11/19) at the Hilton Southlake Town Square and reservation was moved to the 12/08-12/09! Drove 6 hours and only after unloading the car, valet taking the car, and going to check-in I was notified that the date on the reservation was changed! Two kids, my wife and two dogs were stranded. No rooms available at this hotel or any others in a 20 mile radius of where we needed to be. We felt left in the cold (in a literal sense) and embarrassed!

I booked a hotel in China, Xi'an called "Sunshine Theme Apartment". The hotel accepted my offer and I had free change and refund policy. However, I later made changes to the booking and suddenly I couldn't cancel the hotel anymore even if I wanted to. I was still going to Xi'an however, so that didn't really bother me. The hotel I'm talking about is linked here: **. When I arrived after 1 AM, there was nobody at the hotel. A friendly man who helped me find the hotel in the first place tried calling them, but no avail. I thanked him and he left to continue his night. I decided to wait at the hotel until someone arrives. I waited for two hours on the ground resting my eyes, and then some customers of the hotel finally arrived. They helped me call the hotel again, and finally someone replied. They said that they don't accept foreign bookings, which is common in China, and that I should contact Hotels.com for refund.

I reserved a room for 3 nights in Detroit in early November for a conference back in October. I live east of Montreal and choose to drive there so it's about a 13 hour drive. 5 hours into the drive on what was going to be first night stay, I got an email saying my reservation was no longer available and to call the service line. This was around 3 pm in the afternoon so around check in time had I been in Detroit already. The lady said the hotel was not available anymore due to overbooking and they would put me in a different hotel and make up the difference in charges. I said ok and that because I was part of a conference, I needed to be in the area of the conference center and suggested a few places she could check, one of those being the Holiday Inn Express Downtown Detroit which was a listed overflow hotel for the conference.

While in the Philippines our honeymoon was extended one day in Manila. Instead of striking the 7, I struck the 8 for the date by mistake. Unwittingly I made an error in sending the booking request before rechecking the date. Immediately after sending the request, I noticed my mistake, but when I contacted the 800 number given in their website, I was put in some kind of automated loop that could not respond to my requests. Once I finally got a hold of a live person which took a lot of finesse Hotels.com refused to credit the mistake, and even lied about attempting to credit us by contacting the hotel. Months later after my bank ran an investigation Hotels.com refused to release our funds hiding behind a trumped policy. They flat out refused to give our money back for a simple mistake. This is nothing less than theft by deception and I would like the world to know the character of this operation.

I bought hotel voucher to Patong, Thailand to stay at the BYD Lofts Boutique Hotel for 5 nights. When I see the price for 2 adults (5 nights) it is Aud 2299 w/ breakfast. Since we are travelling with another 2 children, we put 2 adults and 2 children on our booking with the Hotels.com. Then the price becomes $2969 which very reasonable since we have 2 extra children in the room. Everyone will assume the difference in the price which is Aud 670 is to cover the 2 children. However, when I asked Hotels.com, they said I still have to pay extra bed and extra breakfast to the hotel at the hotel's charge. This is the first time I book through Hotels.com with the reference from my ANZ credit card. However I felt tricked and I could have booked under 2 adults and use the difference of $670 which I paid extra to Hotels.com, I can pay it directly to the hotel to cover the extra bed and breakfast for my kids.

I couldn't attend an event in Santa Barbara, Ca., so I canceled the room. I looked at my bank account and they had taken the full amount out. I called the hotel, and they said I had checked in, but that they also said that I had canceled. It was something "the system" did. I get tired of these incompetent people who can't tie their shoes without relying on "the system". I will be getting in touch with a class action attorney, and we will see how their "system" works then. This is a consumer ripoff, and needs to be stopped.

I booked a hotel on Hotels.com. I called the hotel to get directions after I had booked it on Hotels.com. The lady did not speak English and did not understand. I did not know how to get there and kept hanging up on me. I never stayed there and Hotels.com will not help me to get my money back. -0 rating and I would never recommend them to anyone. Customer service was rude and no help and just said they were not going to refund my money.

I booked a Marriott Hotel several months ago through Hotels.com and never received the email confirmation. I found my reservation and attempted to cancel; they claim it is non-refundable. I contact the hotel directly and they contradict what I was told. I call Hotel.com back and they keep telling me the hotel will not refund; they have not been paid yet according to Marriott. This crap has gone on for 4-days. Lesson learned, book direct and screw third party websites.

I was booking a room at Mission Point Resort at Mackinac Island, MI through Hotels.com for a special weekend at the end of October. I called Mission Point for information and they couldn't find my reservation! They said I had to call Hotels.com to find out what up. I called Hotels.com and got the typical awkwardly friendly broken-English call center they said my reservation was for September - and the dates don't even match the dates I reserved IN October! However, my checking account was debited of the full amount IMMEDIATELY! She put me on hold and said she was calling Mission Point.

Had to cancel my room. After speaking with two reps explained I could no longer attend my trip because of a death. I kept being told I could not cancel my room because the hotel said it was against their policy and I would be charged the full $400. I said F Hotels.com, I am calling the hotel who was very kind and let me cancel my reservation. The hotel also said they had spoke with Hotels.com reps and that the reps just had told them I wanted to cancel. Nothing about the fact I had a family death and was no longer able to attend my reservation.

First of all I made a booking for Mercure Amsterdam City hotel in July 2017 and canceled August 2017 in plenty of time not to be charged. Then after my trip to Amsterdam I was charged by Mercure Amsterdam Sloterdijk hotel (a different hotel) for not turning up?!? Confused? I was too! So my trip to Amsterdam was for 6th-8th October 2017. On the 18th of October this hotel charged me £217.72 & £5.98 for a no-show. A no-show!?! So a booking I hadn't even made they still took money out of my account. I chased it for two days back and forth between Mercure Sloterdijk & Hotels.com to be told by Hotels.com their computer system doesn't lie & that I did make the booking and I cannot get my money back!

I booked a stay at a hotel in Jamaica Montego Bay using Hotels.com. Before booking, it stated that I have free cancellation. When I received my reservation confirmation from Hotels.com, my dates were changed and the cancellation policy did not have a free cancellation on it. I called Hotels.com immediately. The customer service rep told me that he could not correct the dates on his end because he was having computer problems. Instead, he told me to go to Hotels.com website and correct the dates and he would call the hotel on Monday about the mistake since the hotel business's center wasn't opened on the weekends. I called the hotel on the following Monday to confirm. The hotel told me that I have two reservation with them.

Arriving in Kuala Lumpur for the Grand Prix weekend with flights hotel and event ticks all purchased in advance. Received an email the day before we arrived saying our hotel was overbooked so Hotel.com would upgrade us to a better hotel and gave us its name. I checked it out and it was a lower standard cheaper hotel in a poorer area so I replied it was not an upgrade and not suitable. I had prepaid for my hotel and it was confirmed.

Trying to cancel a reservation for 2 days and I was told the systems were down. Then all of the sudden the systems is back up and they can't find any record of me calling to cancel this reservation and I run out of time to do it. DON'T USE THEM!!!

Wait time of 2 minutes is actually 20 minutes only to reach a moron. Forget the membership awards program. They negate the nights in a short period of time. The nights they are supposed to credit, stayed in pending status until I called and had to wait forever to speak to a rep who manually credited them. The outfit deserves the one star other people are giving it. And I'm sure it's losing customers to other discount sites. Try Hotels Tonight app. Much much better.

My husband booked a stay at a Travelodge and used this site to book. He was quoted $100 before taxes for the room. He booked the room and stayed. While at the check out counter he signed the receipt from Travelodge for $111.00. Later, we received our credit card statement showing a charge for $123 from Hotels.com plus a convenience fee of $14.99 that we were never told about or agreed to. I called to Hotels.com to dispute this amount and the woman I spoke to had such a thick accent I could barely understand her. I told her the receipt my husband signed for the hotel was for $111.00, and that they charged us a fee we knew nothing about. I told her I wanted the amount charged corrected to original amount minus their ridiculous fee. She said she couldn't even look up my reservation because neither my husband's name nor mine showed in their system, so she couldn't correct it.

This company missells the services of the hotels they offer by not declaring up front the full extent of the charges a consumer will incur when staying at the hotels they offer. When you call Hotels.com (usually after checking in - which is way too late), and complaining about the charges you then have to incur, Hotels.com, direct you to pages 5/6 way down in the small print, that the hotel have declared their parking charges. Why Hotels.com feel parking charges are irrelevant to a person's booking and don't feel they need to be part of a comparison exercise, is completely due to poor management. When you complain, they say they have declared them under hotel info, it's way down the bottom, showing they think it is not important.

I booked two rooms on our way from Florida in Charlotte, NC for same night and got directions, how to get there from Hotels.com app. When we arrived to the hotel Country Inn, receptionist said, that they don't have our reservation, I called to Hotels.com and asked to help me. I been told, that my reservation is for Country Inn, but in another city, as I asked to move my reservation to hotel in Charlotte, NC. Agent told me, that he can't do that, so the best way is to cancel reservation and pay for stay directly to hotel and in one hour I should receive letter with instructions, how to get refund from Hotels.com. After few days and maybe five phone calls I got e-mail, that they not plan to refund my money ($215). I asked to speak to somebody from the management but until now without success.

We purchased a number of rooms from Hotels.com. When we went to use our points (we had over 2 free stays available) they had deleted all of the points. We called them and they would not reissue the points. Bad company. Bad customer service.

I booked a motel/hotel online through Hotels.com and was send a guarantee email that my room was available but when I went to check in the desk clerk attempted to charge me a extra one hundred dollars over and above the amount that had already been stolen from my debit card account (Direct Express). When many times I attempted to get my money put back into my debit card account all I was given was the runaround. With absolutely no answers why I was refused the room when already I had the reservation and a guarantee that I would receive it for the amount that was stolen by Hotels.com from my debit card.

Made an error by booking wrongs dates. I turned up to the Novotel hotel in Melbourne to check in when they told me it was actually the day I was checking out. They said not a problem because they had rooms and were more than happy to let me stay at the same rates I booked with hotels.com (3rd party). When I called and explain all this the customer service man said he called Novotel and all this would be fine except then his Supervisor overrode this and wouldn't allow it with no refund at all. Complete greed and ruthlessness from a company that clearly doesn't care about their loyal customers. Which they have lost me forever. Extremely disappointed and when Novotel was so nice and willing to just change the dates and no cost. It was grand final weekend and everything already cost a lot that weekend. Very very bitter about this.

I am the live-in caretaker for my mother who is frail and suffers from dementia. My sister is the only person who provides respite care. My husband and I booked a two night stay with Hotel.com. We were forced to try to move the reservation at the Philadelphia Doubletree-Center City because my sister has been unable to get off of Puerto Rico since Hurricane Maria hit. Four flights have been secured and cancelled by airlines. We explained this. To add to the stress, both the hotel and the Hotel.com have pointed fingers at one another claiming the other refuses to change the reservation. Never use Hotel.com. Two nights gone and the room empty. We will have to wait until we can afford another break in four months.

I have used several websites to book hotel reservations and this one is the absolute worst. On September 11 I reserved two rooms on Hotels.com at a hotel in Saratoga Springs New York for the evening of Saturday 9/16 so my family could go visit other family members. My receipt's cancellation policy stated that if I change my booking after August 6, 2017 I will be charged a 100% fee. I assumed it was a mistake, since, as I said, the date I booked it was September 11. A few days later we received a call that due to an emergency the planned trip had to be canceled.

I booked a total of 8 nights via the company website thinking that I would get credit(s) for night stayed but when I inquired getting stay credit the company stated I was not eligible for credits on dates stay even though they were less than a week old. The CS rep said "basically said it was my fault for not enrolling in their rewards program properly". I feel my request such as this is reasonable because it is based upon accurate data and booked via their websites which is not all that clear. I feel that even though Hotels.com acknowledge stay credit but tossed up a set of hidden policies rather than issue a stay credit.

I just had the most disturbing call with Hotels.com. I have been a loyal client and had accumulated "nights". I was, in a very dismissive manner, told by Shanan they have "expired" without notice. I will never use this service again based on the lack of customer service. There are many other sites to obtain competitive rates.

I Booked a Hotel in New York for 5 days this Oct 2017 and at the time I was informed if at anytime up till the time we go we should find the hotel at a cheaper rate they would match it. That is not the case. The next day Booking.com sends me a text informing me that they have a cheaper rate. I phone Hotels.com and they will not match the price because the room was already sold so they would not honor their agreement. Even if the room is there as I told him I could not book the room as I had booked our rooms non refundable. Will never do that again either. I will not use these people ever again and I will tell people not to use their website or services.

I had a reservation for a hotel room I made several weeks ago with Hotels.com. I didn't notice that it had a one week cancellation policy since everything else I have ever reserved had a one day cancellation policy. A few may have been 2 days but never a week. These are for reservations I was making in Spain and Portugal. In any event, I called on the last possible day, but I was about 6 hours late because of the time change. The agent tried to contact the hotel directly and couldn't so she sent them an email.

NEVER BOOK WITH HOTELS.COM. We made a reservation of 2 rooms in Munich via Hotels.com on 12th of August. Hotel name is Marc Munchen. We stayed there before and it is very nice. These rooms were with free cancellation till 23rd of August. Next day we changed our plan and decided to cancel our booking. After the cancellation we received an email notification that cancellation is successful and money will be refunded in 1 week. It has been already a month since we made the cancellation but we did not receive any money. I had many conversations with customer support managers of different level, but every time they say that they made a refund and I need to check out with my bank. Bank says that they did not receive any money from hotels.com. I also sent multiple emails with printout of all transactions from my account, but there is no result.

Hotels.com website has changed... & not for the better. :( They now charge much higher prices - so it costs more than competitive sites & even booking directly with the hotel costs less! In addition, they have now added 'fees' i.e. a commission charged to you... whilst they are simultaneously charging the hotel a commission for your booking with Hotels.com. This is unethical & is called 'double dipping'! So, guess what? That "Free" 11th night... They actually make you pay for that night through their 'fees'. Do the math & your homework, folks! If it is not cheaper for the total booking, do not use them. Sometimes they run flash sales or deep discounts, but these promos usually run 24 hrs and you have to move fast. Also... Poor customer service... A bunch of young girls in the Philippines who are basically just reading from a script...

Unlike the rest of the world that shows professional standards during hurricanes and other natural disasters, Hotels.com would not waive the cancellation fee for a one night stay in Cancun. The agent (Alexander) that I spoke with to alert the company I had no way of getting to the hotel because of flight cancellations was only interested in declaring that the cancellation fee was the amount of the reservation. I called the hotel and was assured they would not charge me or the reservation system, but the charge showed up anyway from Hotels.com. The airlines made requested changes without fees and rebooked me three times due to cancellations. Hotels.com took advantage of the situation and should be penalized by the State of Florida and Georgia for unlawful acts during a natural disaster. I plan to make sure that the proper authorities are made aware of Hotels.com un-American policies.

CASE of CHEATING by misinformation of address on Hotels.com website & Hotels.com not taking any responsibility for data on their website. Hotels.com shows the location of this hotel in 'Goregaon Area'. The actual location of the hotel is 50-60 mins away forcing a 2 hr commute. Completely wrong information about the address of the hotel by Hotels.com would obviously be a serious reason to cancel the reservation & refund the entire amount. But like a Cheat, Hotels.com's telecaller Mr. ** asked us to talk to the hotel for wrong address & refused to return the money.

Margaritaville Resort Biloxi - Day 1. Got to hotel room to find soiled pants in the bathroom that were not mine or my family members. Complained to the hotel manager and moved us to another room. This next room found the comforter on the bed to look like there was some soil like stain on it. Complained the hotel and moved us to another room. Day 2. Parked via valet. Leaving to go to dinner with my family only to find that my vehicle was broken into with no signs of forced entry. To the hotel's credit, they comped my stay. Police report was filed but no reimbursement for the expensive item stolen from my vehicle (which was locked in the vehicle with no sign of forced entry). Cameras up but not working.

Words can not express how crappy this company is. I will never use them again - and I am going to tell everyone I know. I had a hotel booked in Charleston, SC for a conference. It had been booked for weeks. Hurricane Irma is going to hit Charleston the day we are supposed to check in. The governor of SC declared SC to be in a state-of-emergency, and Hotels.com held on to our money. They would not refund it. Screw you Hotels.com, you are a bunch of money-hungry scum bags. How can you sleep at night.

I called Hotels.com to book a hotel with a jetted bathtub. He assured me that I would have one. I paid for it as well. When I got to the hotel, they told me that they don't have any record of that. So I ended up paying an extra 100 the clerk charge me for an upgrade. I got home two weeks later and was charged 200 instead of 100 from resort casino. So both parties took advantages of me. Hotels.com is misleading. He made me cancel my first booking which was cheaper to have me pay more for a jetted tub that I requested and never got. I spent $597 bucks for two days. When I was only suppose to pay $397. I'm very upset and will not use either party ever again. Money does not fall off of trees.

HORRIBLE customer service!!! I just returned from a motorcycle road trip, we stay in different hotels every night as we only explored an area for the day and then moved. We do not make any reservations ahead of time because we never know where we will be. So we used the Hotel.com app (as we've done for over 5 years) when we get to a town we will be staying in. I was on a mission this trip to use only Hotels.com so that we could 'earn' our free night for an out of town wedding we had coming up. So I booked all our nights through Hotels.com, even when we were told from four of hotels that we could save between $20 and $42 if we booked directly through the hotel itself. I opted to pay more through Hotels.com so that I could get that free night!! On the last night of our trip, which was our tenth hotel stay, I noted a huge banner at the bottom on the app as I was booking "5% OFF on our app - Use Code MOB5" so I did and saved a whopping $5.02!!!

August 28, 2017 I cancelled hotel reservation for August 31, 2017 reservation. On August 30 my debit card was charged $96.34. I alerted Hotels.com and I was hung up on, lied to about I needed to talk to the hotel. Then out of my persistence they sent an email saying they were trying to get in touch with the manager to refund my money. I haven't received any more emails yet. I'm dissatisfied and disappointed that it's that easy to take people's hard earn cash. Who censors online business? Who else can I contact?

Twice in a row now, Hotels.com has ripped us off. How they are allowed to get away with being this dishonest and incompetent renders me speechless. On one occasion, we were traveling and booked a hotel in a small resort town, and got a confirmation email. We arrived late, and were told that there "was a problem" and that Hotels.com had screwed up... That they were full. Apparently, Hotels.com's database was wrong about room availability, and they left us completely stranded... No rooms for 200 miles. They not only never apologized, they refused to refund our money.

I joined Hotels.com and earned 9 nights towards a free night. Unfortunately my young sister died unexpectedly after an accident and everything changed. My hotel nights were forgotten about because I had to travel overseas multiple times in the year to help sort things out. They expired, I hadn’t received any notices to tell me, I noticed after 5 weeks of expiration. Hotels.com were completely unsympathetic. I spoke to a supervisor Sam, who said she was in Central America, tried to escalate my problem but she said she was at the top of the chain so it was useless to try getting anyone else. I have never cancelled or caused any trouble with bookings with the company so I think they were extremely heartless in this regard. I wouldn't have cared less if it was just 1 or 2 but to be 1 away from my 10 nights was harsh.

I was using Hotels.com for a multiple day trip through out BC and they had a promotion where if I book 10 hotels using my account I receive one night free. I booked all the Hotels for the trip and used my account which I had setup with Hotels.com so I can begin to "save up nights" and redeem the free hotel booking at a later date once I reached the required number. For one of the nights I sent the confirmation email to my wife so she can have the information for the trip and where we will be staying. Well I came back from the trip and have realized that they did not count that night because I had sent the confirmation booking from Hotels.com to my wife's email account and it did not match the email address that was on the Hotels.com account which was my own. I called their customer service department to explain the situation and they were not willing to help or do anything in an act of good will.

Horrible customer service. How can a company like this stay in business? We made a huge mistake by reserving a hotel through Hotels.com. The hotels we picked didn't offer any accessibility options and refused to give us a room on the first floor. Obviously we had to find a different hotel that day. Hotels.com refused to issue a refund. Their excuse was very simple: your reservation is not refundable. These criminals should be banned from doing business.

Despite the fact that I work in the hospitality industry, I was having no luck with finding a hotel in my price range in the central London area for some dates in May of 2018. I have used hotels.com before and it has always worked out for me. I found a property that had very favorable reviews and booked it. A few days later we found out that our travel plans had to change so I reached out to the hotels.com representative to cancel it. The representative advised me the rate was nonrefundable. As I mentioned previously, I work in the industry, I am well aware when exceptions can be made. If I was canceling on the day of arrival or even the day before, I would not expect a refund; this was nine months away. I asked the representative to call the property directly to see if they could waive the penalty. The representative claimed she called them and reported back to me the answer was still no, they could not refund the rate.

Hotels.com failed to notify the DoubleTree Hotel in Anaheim, Calif. that I canceled my reservation and so the hotel charged me $285.94 as a no-show. And here is the weird part... I had confirmation in an email of the cancellation but when I had Hotels.com on the phone, suddenly all my correspondence and this cancellation document magically disappeared in my email account. It was this cancellation document and all other correspondence with them. I know that sounds impossible but that's exactly what happened. The 5th telephone person in customer service said he would submit this situation to be reviewed. This is what I learned: Never use a third party, like Hotels.com, to make your reservations. Just call the hotel yourself.

It's such a disappointment that companies that provide a service take advantage and rip-off their clients. I made a reservation with HOTELS.COM through the application on my phone, paid for down payment that I could "CANCEL FOR FREE" within a period of time before my actual reservation. I found a Better Deal for the same place and time on EXPEDIA so I cancel my reservation with HOTELS.COM, waited for those 15-20 days after cancellation to have my money return.

My family and I were on a trip to the Nashville area for the solar eclipse. We made reservations through Hotels.com for a hotel in Gordonsville TN. We made it just outside of Nashville and called the hotel and found out they were already booked. Hotels.com booked our rooms for September when we had tonight (8-20-17) selected as the date we needed. Hotels.com refused to reimburse our cost and the hotel refused also saying they had a no refund policy. This wasn't our fault seeing how Hotels.com made an error while booking the room.

I have never dealt with a more incompetent company in my life. I had a horrible experience at a hotel in Mexico who charged me for a room I never saw and would not allow me access to the amenities I paid for. I called Hotels.com and spoke with a manager named Lucy would promised to make it right with me and was going to call the hotel and contact me back within 24 hours. This did not happen and when I called back, there was no record of my call. No one was working on anything. There is also no record of when I updated my reservation from the terrible hotel to a better one. Every single time I call there, I can different info (inaccurate) and there is never a record of my call. They are doing nothing to help me. Worse, they are making information up. Nothing they say is accurate. NOTHING. It is unreal how they have treated me. Will NEVER use them again. Stay away.

I was traveling through Spokane Washington on a rainy night so I decided to get a room at the Red Lion Hotel. The lady looked me up and down as I approached the door and said, "We don't have any room. We're booked". Then I notified her that I've already booked the room on Hotels.com. She said, "Well we're already at full capacity." I said, "But my room is already booked," she said, "Let me see your reservation" then proceeded to look at the computer like there was something wrong then she told me, "Yeah we don't accept those credit cards." It was a debit card from Wells Fargo. I was totally through at that point then she proceeded to tell me that I can call Hotels.com and let them know that she canceled my reservation so I did so and never received my $86.42 back...

I went online to book a room so I googled Cavendish PEI to rent a hotel room in PEI and I clicked on a link from Hotels.com and re-entered the location of hotel desired and a list of hotel popped out... so I looked at most hotel and booked a nice hotel and paid with PayPal. When email confirmation arrived, I was like what is this. Then I googled the address of the email confirmation of hotel and google to me it was in UK, not even 3 minutes after I realized it is bad, I went online to cancel it and it told me that nothing was reimbursable... I was like "what the hell". Not my fault Hotels.com brought me there!!! So I called them right away explaining them the story I just told you and they said they would try to call the manager and ask them to reimburse.

Be aware of room details with Hotels.com. We were on the road looking at the Hotels.com website. We needed 2 double beds and a sofa bed. We could find this information on the website and called to confirm we were actually getting a sofa bed. Customer service would always say "Yes. That is what the description reads." We would show up at the hotel and right away they would say "I bet you are looking for a sofa bed because you booked through Hotels.com." We would say "yes" and they would say "It is a chair. Not a sofa bed." We have had several problems with their descriptions and we tried to get Hotels.com to change it but they refuse. We called Hotels.com to change our room and the highest level they could give me was a Customer Service Supervisor and he could do NOTHING! This is after we have been on the road for 10 hours and 9pm at night.

I booked 2 hotel rooms at Wyndham Garden Sterling Heights through Hotels.com for my son's 5th Birthday party. When I received my confirmation receipt, I read through it and noticed that the Water Park at the hotel was only opened on Fridays and Saturdays, my son's birthday party was scheduled for Sunday. The water park was the whole reason I reserved the hotel in the place, Hotels.com failed to mention the park would not be opened on their website prior to me reserving the rooms. I had to cancel my son's party and not only that we can't have another party until a week after his birthday because I will not have access to the refund for 5-7 days. The supervisor did give me a $100 voucher, but that is no match for the inconvenience or the upset that this has caused my child.

I booked a room on Hotels.com in July 2017 for a trip in late August to move my daughter into Texas Tech. I received the confirmation that it was paid, but after driving 8 hrs, I showed up at the Hotel and they said they did not have my name in the system. Hotels.com did not send it. They kept putting me on hold, because they had to talk to the Hotel, then it would have taken forever for them to find another. Luckily, the front desk of Wingate Wyndham in Lubbock called a new hotel to see if they had a room, and they had just had a cancellation. Do not use Hotels.com. Horrible company, and based on reviews, this happens a lot. The front desk of the hotel said it always happens.

Hotels.com has done an absolutely horrible job of owning their responsibilities and taking care of the customer as they promised they do. I booked every single hotel (across 5 different cities) for a trip to Ireland through Hotels.com thinking that anything that I would need would be addressed in a timely manner and the proper care given. This was sadly not the case.

I booked the Mansion Inn in St. Pete through Hotels.com and it was totally unacceptable... Not at all what was described. It was more expensive than the Marriott, Holiday Inn and other luxury hotels - was supposed to be a Bed n Breakfast, but there was no breakfast, the bed was broken, there were no parking spots, no hot water in for the shower, no English speaking representative at 'front desk', no wifi... The place was very rundown and in need of a safety health inspection. When I contacted Hotels.com to inform them, they offered me a $50 coupon, but nothing about verifying the accuracy of the property or getting a refund from the sham BnB. Since the coupon could only be used if I booked with them in the future, I declined it.

Recently I booked a hotel through hotels.com. The prices I was quoted on their website were in Canadian dollars. When I checked out of the hotel, they charged me the dollar amount from my quote, but in USD. The quotation I received from Hotels.com was clearly indicating CAD on the page. The option to pay now or later showed the same amount (in CAD). Every time I received a response from hotels.com it started with "Thank you for your response" and then they would go on to ignore every screen shot I sent them showing the CAD in the quotation. When I requested to speak with someone, they ignored my request, and I posed 2 specific questions in order to try and resolve the issue, again they ignored my questions. This company is a RIP OFF and provides consumers with false and misleading prices and then takes no responsibility for it.

I book a hotel night on July 30th 2017 in Oregon and when I get to the hotel that I booked and paid for at 11 pm the hotel said they never received my booking from Hotels.com and there is no room left in that hotel that night, so I had to call Hotels.com to find another place to sleep before I do a 7 hours drive back to Vancouver. On next morning I was on the phone with them for OVER 2 HOURS!! They keep putting me on hold!! Finally they found me a hotel to stay but I HAVE TO PAID FOR IT ON MY CARD FIRST! Because somehow they can't pay for it from the website but the supervisor was telling me that I'll get the full amount of CA$304 reimburse to my credit card (I confirm with her a few times because I was really uncomfortable about paying another hotel on top of CA$189 that I already paid for the hotel that I never get to stayed.) plus a US$75 voucher toward my next trip because they feel sorry about what happened.

I had booked 8 rooms for a special event and when we got home I had noticed that I was billed twice, once from hotels.com and once from the hotel. The hotel did credit two of the rooms back right away but not all 8 for some reason. I have contacted hotels.com several times to keep hearing the same thing. "Give us 48-72 hours to check into this." Nothing yet, it's not like it's a couple hundred dollars. it's 2000 dollars. What the heck???

Just never use Hotels.com. I have booked this app for half price in Shoreditch. It was still expensive, they just wanted to attract people. When I came there, the place was very dirty, noisy and no air. I cleaned up my room first and they agreed I could change the room the next day in the evening. When I came back the next day, they put my stuff in the suitcase, my glasses and delicate things without protection. Jewellery, everything upside down and one of my trousers was wet and dirty. I was so shocked! They didn't even apologized. They put the blame on me, I should have emptied the room in the morning... I stayed for one more night in the new room and the air was even worse and noisy as well. I woke up in the middle of the night. I left immediately in the morning and of course they say no money back!!! I'm in a proper hotel now! Still waiting for the answer of the manager.

I really wish I would have read reviews before booking hotels through this site. Cancellation fee is bogus. If I booked directly through the Alakai hotel in Wisconsin Dells the cancellation fee is only $20 but through Hotels.com it was $82.09. WHAT? Now that I've read reviews DON'T BOOK THROUGH WEBSITE. Use the website to get an idea of what hotels are in the area you want to visit and call hotel directly. The prices you get by going to hotel directly are the same, if not better.

When we booked our room for the Drury Inn Horn Lake, MS the employees accessed our credit card and immediately took it to the Kroger store across the street from Drury Inn and tried to shop with it. We were notified by our bank's fraud unit at once. We arrived at the Drury Inn and they refused our reservations with cash payment and insisted we had to have a credit card (which had been canceled thanks to them) so we had nowhere to stay. The assistant manager was rude and unprofessional and the other staff found our situation to be funny and were laughing.

Terrible customer service. I've booked 20 nights on Hotels.com platform hoping to collect nights through their Rewards program (you get a free night once you book 10 nights) but unfortunately they claimed that my accounts is not enrolled to collect nights. Weird, I've been a loyal client for over 7 years now and never had issues with the Rewards program but at the end of the day they probably believe that they don't need to look after their customers anymore.

I booked a bus tour of London on Hotels.com for $180.00 (two people) and immediately realized that I had put in the wrong date. Within minutes of making the reservation I called Hotels.com and asked them if I could change the date. They said it was impossible to change the date, I would have to cancel the reservation and book another one. My money would be returned within a week, they said. So I booked the tour on the correct date (with a different company) and when I got home from my trip I noticed that my money had not been returned from Hotels.com.

Hotels.com does not honor its price guarantee promise. When I found a lower rate through the hotel itself, the customer service rep (Erleen **) said that my link was for a different hotel. They never even followed the link or would have realized that the hotel is part of a 3-hotel group. What a scam!

We booked 10 nights with Hotels.com to get 11th free bonus night. Once we booked 10th night, our previous history got deleted and when we spoke to customer care they didn't give us 11th bonus night. This is all scam. Please be aware of this scam bonus night provided by Hotels.Com. You can get much cheaper deals at Priceline and Cheap Tickets, Orbitz and Expedia are the best. Hotels.Com has poor customer service.

This Hotels.com site is really tricky! They rush you to book faster and make mistakes. I try to book for August 5 but never saw the check in & out (the e-mail after shows my booking on the same night July 20) and because you hurry to make sure you will get a room, you can easily make mistake and even if you call right away to cancel, you will never get your money back because the company (Hotels.com) and the hotel (Best western Inn) will blame the other by throwing you like a tennis ball from one to another until you give up trying. Take a good advice, book directly from the Hotel and proceed by phone. I just can't believe they can get away like that and take the money from people.

Customer service is horrible. I booked hotel and I checked price very next day. I noticed price difference with same hotel so I called them for lowest price guarantee. As per them I have to cancel my reservation then book new one. I do not want to lose my existing reservation if something happen. I AM REQUESTING YOU DO NOT TRAP ON PRICE MATCH GIMMICKS. Why not they match price right and right there. Talking about price difference is right on their site not any other site. HOTWIRE is better and has better price than hotels.com.

This booking service is highly unprofessional. We booked a three and a half week honeymoon road trip across the USA through them and have had nothing but trouble. After just the first week, we had lost two bookings for no reason and had a third hotel we had to wait well over an hour and a half just to check into because of all the issues we had been having with the previous hotels. Yes, they were easy to use at first, but after just a couple of visits, all hell broke loose. Very disappointed. Hey Captain Obvious, it's obvious you don't know what you are doing and should get out of the hotel business and get back to sea where you belong, where you can't hurt anyone else.

Made reservation through Hotels.com for eclipse event 8/21/2017. Called hotel to confirm reservation. Was told some customers had had reservations canceled due to water main break, but if I hadn't received a call I was fine. I had not received a call but wanted to check that the hotel had my correct contact information. They did not. Hotels.com DID have my contact information but did not pass this along to the hotel. So when my reservation was canceled, the hotel had no way to reach me. And by the time I found out, it was too late to make another reservation. Every hotel in the area was booked solid. I will never use Hotels.com again, because they do not provide guest contact info to the hotel.

I booked a room in Fresno at a hotel that was advertised on Hotels.com website. I later found out that this hotel has had problems in the past so I booked another room at a different hotel in the area then went back to Hotels.com and canceled the first hotel. Come to find out that they will not refund me my money and will not reissue my confirmation on the room. I called the hotel and they informed me that the Hotel has no problem with reissuing the room but Hotels.com has to be the one to push it through which they denied trying. The long story short is I am out $ 150.00 and cant even get the room back and give it to a homeless person for the night. Hotels.com is not a customer service company and I will never use them again.

I booked a room at the Copthorne Hotel at Auckland and was paid for online. I checked my bank account a few days later and noted a separate charge of $25 for travel service fee. I was curious as to where this charge come from so I tried to contact the number for Hotels.com to confirm whether they charge my account for booking. After a couple of failed attempts, my wife called the hotel and they informed us that there is no other fees apart from the hotel fees. They also gave us another contact number for Hotels.com and my wife finally got through and they confirmed that there is no booking or travel service fees. I visited the bank yesterday and they confirmed that the payment of the hotel room and travel serve fees were charged to the same account, two separate payments to the same account number. WOW!

On June 18, my husband and I decided to look for a hotel in the LA area. When we searched Google it showed a rate for a really nice hotel. We selected the date we wanted (which was that night) and paid. 10 seconds later we get an email stating the date as more than 3 weeks out!! We immediately called and were told "The hotel said no refunds and it's their decision". We then called the hotel and the hotel said they did not say that and as long as we paid the stay that night they would cancel with no penalty.

DO NOT USE THIS SERVICE! I made the bad mistake of booking a hotel room in NYC with them. I chose the Hilton downtown for 5 nights. Two days after I made my reservation, my dates had changed. Now, I needed six nights. I went on their website, booked an extra night for an exorbitant fee. The day before I was supposed to check in, I decided to call the Hilton to make sure that everything was okay with my reservation. It wasn't. The Hilton wasn't notified of the change, and they were sold out for that night. I called Hotels.com. Their phone system is bad. It keeps hanging up on you. Small inconvenience to put up with for a hotel room.

My wife was trying to add an extra night in South Dakota. She found a nice rate from Saturday to Sunday. She booked a room for that night. When she checked the email confirmation it had it for that Friday to Saturday. I had to call their "Customer Service" since I work in that field. They stated they couldn't get me that rate but could get one for just 10 dollars more. My wife was fine with that since she was unsure if the mistake was hers. After I got off the phone with them, I noticed her website showing the dates were actually Saturday - Sunday. When we got to the hotel I asked them about the refund. They stated Hotels.com told them we wanted 2 rooms that night. I had to show them the email that stated it was actually one. The hotel refunded us for the extra room. When I got home I decided to call their "Customer Service" about their unethical behavior.

I had a reservation that I made through Hotels.com for two rooms at the Hard Rock Hotel in Las Vegas. There was a written cancellation policy included in the email confirmation that I received from them, which stated if you cancelled by a certain date (72 hours prior) you would not be charged. I called both Hotels.com and Hard Rock Hotel prior to the penalty period to cancel my reservation. The hotel said I needed to cancel through Hotels.com. I spoke with a representative from Hotels.com and they said they had spoken with the hotel and they assured me that I would not be charged for the reservation. The day I was supposed to check in I received an email stating I would be charged for one night for each room. When I called the hotel, they said they never received the necessary paperwork from Hotels.com so they were unable to cancel the reservation. They had record that they had spoken with them and had requested said paperwork.

DO NOT USE HOTELS.COM. I booked four rooms in the incorrect hotel. My fault. I caught in less than a week. I called to rebook in correct hotel. They rebooked me and when I arrived at the correct hotel they only had 1 room booked there. They still had 3 rooms booked in the wrong hotel. I spent two hours on the phone trying to get this straightened out with them to no avail. They have the worst customer service that I have ever dealt with.

I booked a room with HOTELS.COM. Was sent a mail that the room was guaranteed and booked for me to check in. Upon arrival at the hotel was refused a stay as the pic on site did not match the hotel. Came to India and contacted Hotels.com and they could not find out as to why I did not get a room. Hotels.com were to call and let me know but even to date they haven't got a clue as they don't speak the language the hoteliers speak. Finally was told I will get the refund, and Rs500 compensation which will be sent to my bank within 7 days.

This company hides the cancellation terms and policies until you receive the email confirmation. You are also promised free nights for booking through them. Those free nights never materialize. I had 8 nights taken from my account even though booking appears on my profile. Weeks to deal with and still nothing. Avoid!

Hotels advertises that they will match lower price if you inform them 48 hours or more prior to the reservation. I called inquiring about this because their own website showed a lower price; what I got instead was an agent who told me that I would have to cancel and rebook my reservation. When I contacted customer service via email (and send in this request), hotels said it was too late. These stupid and pathetic service people have yet to understand that their own service people provided me the wrong information. 10 emails and counting, and now saying they want to record my experience so it does not happen again.

In January I booked a hotel via Hotels.com for my trip in June. The reason for the early booking was due to 2 (two) events (America's Cup & Carnival) happening on the Island (Bermuda). When reaching the island the hotel was no longer in operation. The owners of the hotel were also the owners of a restaurant that was next to the hotel. The owners of the hotel told me that they had contacted Hotels.com in February to let them know that they were no longer in operation. This is the first mishap on Hotels.com part. They did not relay this information to myself and several other people who ended up at the hotel trying to check in. With no help from Hotels.com, we had to search for a new hotel to stay at. This took the whole day as the island was booked to capacity due to the two events going on.

I booked a room at Radisson hotel - 4444 Gateway Blvd at Edmonton through Hotels.com and later cancelled it. The gentleman at the hotel very clearly said that the reservation has been cancelled and since it was a no show I will not be charged. I called up again couple of days again for check my refund, I was told clearly that I will not be charged or if at all I will be charged only for a day. I have call records to prove that I cancelled the reservation. But now Radisson hotel says that I did not call as their staff did not write any log in my records.

My girlfriend did me a favor and booked a 6-night stay for me on her credit card. Then I booked an additional 2 nights on my own card and I stayed in 3 other hotels within 2 weeks. Now that I've earned 1 free night with Hotels.com, they're telling me I don't get the 6-night credit on my account because my girlfriend paid even though it was in my name, and the other 2 nights I don't get credit for because I just started the account. Just a crock of soup **, biggest scam. Do not use this company. They are the worst lying cheating scum buckets!

I was planning a trip for myself and my grandsons. This was their first time to the ocean so making this super special was very important to me. I went on Hotels.com to find the best deal I could. I surf through for a while but nothing seem to fit my budget, until I came across the Super 8. I was hesitant at first but when I seen the pictures I was like WOW I am sold. So we got everything booked and ready to go. When we arrived we’re completely blown away. The pictures and the hotel were NOTHING alike. I was so disappointed. I even asked for my money back and they told me there was a 72 hour window to cancel the hotel booking. Well of course we wasn't there at the time. So we was denied the request of a refund.

Booked a reservation through Hotel.com, was told by Hotel.com that I had the best rate only to find out when I got to the hotel that a 20% further discount for either AAA or Senior Discount could have been offered had I booked with the hotel directly. OUTRAGEOUS! I called Hotel.com, reached a Supervisor in El Salvador named Alexander (He refused to give me any other ID info) who was rude and cared nothing about my loss. NEVER USE HOTEL.COM AGAIN!

Hotels.com notified me 2 months ago that someone had hacked into my account. They gave me a phone number to call. That phone number was an endless automated answering service with no way to reach a human. I finally got to a human who could not resolve the problem and said they'd get back in 72 hours. It's now been 2 months with no reply.

I booked a hotel through Hotels.com in Marquette, MI for August (more than a month from now). In red print I was advised that I could book now and pay later. To me, this means that I would pay at the hotel. To Hotels.com, this meant two days later. The entire cost of the booking was taken from my bank account and "customer service" at Hotels.com told me the only way to recoup my money was to cancel and pay a fee. Their claim that this information was disclosed to me is inaccurate. Prepayment is MUCH different than what I understood from the information on the website. I will definitely refrain from using this website again-- no money saved and a huge problem caused. In addition, I was offered no help from the person I reached aside from the offer to pay a cancellation penalty. My business is clearly not worth their time and energy.

Hotels.com is engaged in misleading advertorial practices and conducting fraud as a result. We booked a stay at an executive condominium while I was away studying. The online booking gave a no fee cancellation or change. When the reservation confirmation arrived, we discovered there was now a no-cancellation policy. My husband spoke to a Hotels.com rep who told him there is no cancellation fee by Hotels.com and that it is up to the hotel that we booked with. My husband asked to change the dates of our stay; we were put on hold while the rep spoke to the hotel & we were then informed that the change fee is $977.27 (total booking was $1,780.41). This was outrageous and he didn't proceed with the change.

I booked a dog friendly room in Treasure Island's Tahitian inn on July 4th weekend with family from U.K. The clerk told me Expedia/Hotel.com cancelled a few days after I booked trip which was paid in full with a confirmation email. They told me to contact Expedia. I did not get a refund as they stated they were not the Billing party and was stuck with my family including the dog. I was Mortified and after 3 hours being placed on hold and speaking to different people I was left with no place to go! Pet hotels last minute were 500+ per night so I had to find boarding for my pet in order to find a place to stay. I paid double due to the holiday and extra for boarding my dog which was 40 Min one way.

Booked an apartment/hotel in Stockholm, prepaid. Fine print said that as not a hotel, one must contact the property manager to make arrangements for access/keys etc. The confirmations I received from Hotels.com gave an address for the apartment and a map. When I contacted the property manager to make arrangements for after-hours arrival, they also gave me the address of the property and good directions. However, the property they had me booked for was at a different address in a different part of the city. The photos were also of a different property. Luckily I contacted the property manager early so I would not go to the wrong place.

I used this entity to book a Days Inn Conference Center in Valdosta, GA. When my daughter and I got there, people were vomiting from the outside balcony above our heads; there were scumbags everywhere - the room was disgusting. I couldn't have my daughter stay there, so we went to an AWESOME hotel called "Drury." The problem is: Hotels.com took my money, even though we didn't even stay at the Days Inn hotel. Traveling? Try something else. Don't EVER USE THEM. You'll regret it!

This experienced traveler (1,117 TripAdvisor reviews in 28 countries) mistakenly thought he'd found a reputable online booking service. I had a good experience with two hotels booked for a New Mexico trip and chose the telephone option to book hotels in three Italian cities for an August 2017 excursion. For three nights in Florence, a Hotels.com supervisor said he would match the advertised TripAdvisor hotel rate of $109 (plus taxes), instead of the nightly rate of $124 for Hotels.com. He completed the information (arrival & checkout dates), added the tax and asked permission to charge US$366 to my credit card. Immediately I was charged by the hotel $422.99 for a non-cancellable rate. I cancelled the reservation, called Hotel Duomo in Florence, Italy, and explained the situation. I provided proof by a computer screen shot that the rate was supposed to be $109/night x3, plus tax.

I used Hotels.com to reserve 2 rooms for my family at Super 8, Niagara Falls, Canada. When I arrived at the hotel, the front desk guy told me that the rooms are smoking rooms. I did not book smoking rooms for my kids specially for my 4 months old baby. I asked the guy if, he could help us and give us non-smoking rooms. The front desk guy told me that he cannot help me because I was not their customer and I should contact Hotels.com for help. My family and I were waiting for 2 hours in the lobby trying to contact Hotels.com for help and did not receive any satisfactory response from them. I talked to 4 customer representatives and a service manager and they all told me that they could not find any other room for me. And they are unable to refund my money because Super 8 already charged my credit card for the rooms. They offered me a $25 coupon if I wanted to cancel the reservation. I paid $243.95 and did not want to accept the $25 coupon.

Went to hotel 3 hours on the road after working 10 hours. Found out hotel did not have a reservation for me and my wife. Clerk was very nice. She tried to find another room in city. All rooms were booked. We asked if she would call us if they had cancellation (meanwhile wife not too happy). It poured rain when we were leaving so we waited for it to stop. But then she found a room booked twice from someone else and said we could have it if we paid for it. Total bill was $100.79. Already paid Hotels.com $122.82. They advertise the lowest prices. Obviously not true. Next day I called them after 40 min on phone. Got a real person. He blamed it on the hotel clerk. I asked "What would you do to keep us as a customer?" Response "We gave you your money back. All we can do." DON'T USE THEM. WORST BUSINESS EVER DEALT WITH. Could you imagine all night in a car with ** WIFE? Me either.

I book five night and only stay one. So I ask them to refund me, they said they need to call the hotel. So I waited, few minutes later she the agent got back to me and said the hotel will not refund the remaining day. Lie, lie, lie. The agent didn't know I was standing in front counters of the hotel and I see exact what have happened. The hotel never said they will not refund, they were wait for Hotels.com to confirm that they will not charge me. The agent at Hotels.com just flat out lied to me. She didn't want to bother calling, so just told me that they will not refund. If I weren't standing there I would have lost those 4 nights. Bad bad bad.

I booked with Hotel.com and when we got to hotel for check in was informed we were in overflow because it was over booked. We booked this hotel as it was in walking distance to a venue with family. We were relocated 3 miles away. Called was transferred 6 times was on phone for hour with nothing but run around. I travel a lot and book many sites. This is the worse by far. And they were not in this country to whom I was talking to. The Hotel we stayed at was awesome but Hotel.com not at all!!

I am writing about the horrible customer service that I received from Hotels.com. I booked a hotel room for my boss last week through them. They charged me $372.79 for the room. The hotel then charged me another two times for the same room, but way less than Hotels.com. I called the customer service to fix this error and the first guy I spoke with was very rude and threatened to hang up on me. I asked if I could please speak to his manager. After being on hold for over 5 minutes, then same guy came on pretending to be someone else. He refused to escalate my situation. I'm now back on hold. I just want my money back for the charges. Will NEVER use Hotels.com again. Not only did they charge me almost $100 more for the room than the Hilton did on its double and triple charges, but they are not helpful at all in fixing the issue with the double and triple charge. WORST. CUSTOMER SERVICE. EVER.

I booked a 2 night hotel reservation through Hotels.com online. Both the website and the confirmation email from Hotels.com stated that I would not be charged until I checked in and that I could cancel the reservation up until the evening of arrival. However, Hotels.com charged me for 2 nights prior to the arrival date. As it turned out, I arrived at the hotel, which was far inferior to the description. It was late and I was stuck there for the evening but decided that I would not stay there the following night. The hotel required me to sign an agreement that I would pay them for the hotel stay. At that time, I didn't realize that Hotels.com had already booked me even though they were not authorized to do so. I told the hotel that I wanted to reduce my stay to just that one night, check out the next day, and not stay the two nights as originally planned. The hotel was OK with that and billed me for the one night that I was staying.

So I wanted to use Hotels.com because of their stay 10 nights, get one night free policy. However, I found the price of my hotel to be $400 cheaper overall on another site before I booked it with Hotels.com. Being the savvy consumer that I am, I called Hotels.com and spoke to one of their employees who confirmed for me that if I booked the hotel with them and did the filled out the required form on their site that I would get the lower price after going through the price guarantee match program.

I booked a 7 night stay at Oceans Edge resort in Key West, the stipulation was that I could pay at check in at the resort. The bold letters said that "no charge will occur at this time", when I made the reservation. But to my surprise, one night hotel stay came out of my bank account, when I had not planned on that expense at that time. I called Hotels.com and although, the customer service rep was very nice, he said his hands were tied, and all they could do was cancel my reservation. He said that Oceans Edge decided to charge me one night stay... When the Hotels.com policy said I didn't have to pay anything. I feel these policies should all be worked out prior to this because I had an outstanding charge waiting to come through... And NOW I have to wait 3-10 days to get the money refunded to my bank account!!! Extremely upset!!

They booked a room for me, when I arrived to check in I am told everything is sold out. I called again and was out on hold forever, finally to get my money. No refund. They kept my money. Those scammers have heavy Indian accent and they don't give a rate as long as they have your money. I PRAY FOR JUSTICE.

I had a non refundable reservation in Houston for my business partner's check up at MD Anderson. He was taken to the Hospital in Destin the morning we were to depart for Houston. I did not expect or want a refund, however, since the hotel was paid for the room and since hotel.com received their commission I thought it only fair that I receive credit for the nights I paid for the room. I was told that their system would not allow them to give credit because the reservation was cancelled even though it had been paid for and was non refundable. I am the only one that lost on the transaction. Just beware!!!