Hotels.com Reviews

I am Hotel.com's customer for almost 5 years. I collected 10 nights and when I want to use one hotel booking for free they told me that my reward expired. They never say anything about expiry date on their website. Recently I booked a 2 queen beds room through them in Washington and when I get to the hotel, they offered a room with one queen bed. I complained and they offered one uncomfortable folding couch instead of the other queen bed. I asked for a refund because of the price difference between these 2 rooms. They accept to refund 50$, but I haven't received it yet.

Booked my stay at a hotel that was near the lake where we had planned on spending Father's Day weekend. Get to hotel after driving hours with two small children and holy crap the hotel shows no record of our reservations via Hotels.com! We show them our print out received from Hotels.com and they said they were sorry but that they have been booked solid for two weeks straight! I looked at my husband in complete shock and was like, "Well what do we do now?" The lady at the front desk said, "Let me help you because this happens a lot with this company!!"

Booked and pre-paid PET-FRIENDLY room for 2 nights on Hotels.com. Drove literally cross-country with kitten where Days Inn Red Wing MN MANAGER denied me my room (reason: my kitten wasn't a pet). While asking manager for corporate phone number, he called me a "crazy **" and said my not having a place to stay was not his "** problem". From the parking lot, while on the phone with Hotels.com corporate office for a refund (this was in April), the DAYS INN manager CALLED THE POLICE ON ME. Police arrived, apologized profusely, saying hotel manager called them because he was offended by my use of foul language. Even though I booked another hotel (!) Hotels.com did not refund my money until I threatened legal action 2 months later. Absolute idiots.

My husband who is severely handicapped and is a US Combat War Veteran has been shafted by this online travel agency. I booked a room, and on their site checked the 'in-room accessibility' and 'bathroom accessibility'. I was guaranteed the room. They tell you you can cancel if needed but don't tell you how long you have to do that till the room has been paid for and booked. Then they let you know that you only have till 6 pm of the day you made the booking. I had less than 2 hours to cancel since it was already after 4pm at the time.

I booked a room through hotels.com with confirmation number **. And the room was not booked at all. Hotels.com kept me waiting on call telling that they are resolving the problem and I continued to wait on hold for 3 hours. By the time I am writing this complaint situation is not yet resolved. Never ever book or use Hotels.com. They don't care for customer and don't follow transparent process. I am still not sure if I will be getting room or not?

Hotel.com on three occasions charged me twice for the same bookings. I received an e-mail alerting me that their site was corrupted and in particular my account. It took almost 2 weeks to return most of my credits for a free night. My second free night had a value of $154 and change. I applied it to a booking and my credit card company alerted me that I was charged for the full amount of the booking. I called customer service, which apparently is in the Philippines, and was told I would only be credited $139, I wouldn't receive the full value of my credited night of $154. When challenged the response was the same as all the other responses I had received. That being I apologize and I understand. However the full value would not be given.

I reserved a 1-night stay at the Red Lion Omaha, NE location online through Hotels.com and provided this company with my bank card information. The reservation was complete and the agreed upon amount was charged to my card. Upon check-in, I was told by the hotel that there are other "incidental" charges that will also need to be charged to my card... None of which was mentioned at the time that I had made the reservation. If this important information would have been communicated clearly upfront, this would have allowed me to keep the reservation or choose a different hotel.

I have had several nights booked with Hotels.com and I would advise against using them, money has been taken, and I have had to pay again to be allowed in my accommodation, hotels booked with pay hotel have on a number of occasions, had money taken, although cancelled in plenty of time, and I spent hours of my time to get my refund, only to be told they were doing me a favour.

I was given a reservation with multiple email confirmations that did not exist. All hotels for over 200 miles were booked because of large music event. The hotel and I called Hotels.com multiple times to only get transferred multiple times, hung up on and being on hold for over 20 minutes. Hotel stated that had happened multiple times during this very busy weekend with online booking sites. Will never use one again. Even after multiple calls to Hotels.com they sent me a text asking about check in at hotel.

They took back all the free rooms I earned because I didn't book a room within the year. Totally ruined my son's 10 birthday which is what I was saving my free nights for so I could take him to see his best friend. Not only did they take back all my free nights they also took a 40 dollar credit that I had on file because one of their customer service representatives screwed up a reservation that I made over the phone. So uncool that they take back what you earn!!! Be aware that if you don't book a room every year they will take ALL of your earned rooms back.

I did two hotel bookings for two hotels in Bali. Oct 20 - Oct 22 Ubud and Oct 22 - Oct 25 in Kuta. Needed to add one day more in Ubud and reduce one day correspondingly in Kuta. First of all, the CSA was unable to understand this despite repeatedly asking me the same thing again and again. After she understood, she went on to explain that I needed to cancel Kuta (wait for refund) book two days in Kuta separately (by paying again), add one day to Ubud (pay of course). I found this solution unbelievable, as all that was required was a simple adjustment by Hotels.com, and a net refund to me of the margin extra I had paid (Kuta hotel rate being higher than Ubud). Will never touch Hotels.com again if I can help!

Hotels.com offers a price match guarantee that if you find a booking on a different website that is lower than what you paid, they will match it. This is not true!! I was on hold for over 30 min and the rep told me she did find the lower price that I was referring to, but still would not honor it. Then, she verified my phone number, but yet when we got disconnected, she conveniently did not call me back. VERY POOR customer service and dishonest information!!! I guess they really don't want you to find lower prices and if you do, you should go with the company offering the lower price, because Hotels.com doesn't care about your business.

Booked hotel thru site 60 days ahead knowing demand would be great... rec'd confirmation of booking. Checked reservation on their site every few days. Always showed conf # and "room paid in full". Called Hotels.com 10 days prior to stay to confirm again and was told everything is good, no problem. 5 days prior to stay received email cancelling booking due to nonpayment. Called again spent 20-30 minutes on hold and was told by CSR and a supervisor "too bad, can't help you, try calling hotel direct to get a room" (of course hotel fully booked, so plans made months in advance were ruined and incurred several hundred dollars in additional expense). Service and attitude of their employees SUCKS!!! Use this site only to get room rate. NEVER USE THIS SITE TO BOOK A ROOM!!!! ALWAYS CALL HOTEL DIRECTLY!!

Be very aware of using them and their policies with their rewards program. I used a $5.00 coupon which they offered on a $500(+) stay and I didn't get credit for the stay since I had a "discount". I could understand if the discount was $50.00 or so, but give me a break. $5.00 on a $500(+). Their rewards program gives one night for every 10 nights you stay... Instead I got $5.00. I can use Expedia or Orbitz and get the same prices as them for the same hotels.

For almost 4 hours I have been trying to log onto my hotels.com account. I kept getting notices that my email address did not match password. So I did the "forgot password" routine (though I knew I didn't forget it), and received notices from hotels.com that my password was successfully changed. Still couldn't access my account. Called customer service, spoke with a representative, explained the problem, kept on hold for a long time (call register shows 32 minutes) and finally hung up. Tried to reset yet again, went thru machinations yet again, received password changed notification... Same thing over and over again.

I booked three separate nights on Hotels.com website with the intention of having these three nights count towards my membership. By applying these nights I would move to Gold status. Because I used a coupon code provided by Hotels.com (on the first page of website) I was told these three nights would not count. For three nights the total amount of coupon codes = $15.00. The total amount I spent on hotels for the three nights = $305.00. So for $15, I don't get credit towards my rewards & my membership stays SILVER and not GOLD. Hotels.com is a total scam company that does every deceitful trick to not pay.

While in vacation I came to realize I had all the warning signs of cancer. I canceled my hotel in Phuket and flew to Singapore to get biopsies done. When I found out the biopsies would take 2 weeks I decided to try to enjoy my vacation before I find out I have nodular melanoma which will probably take my life. I asked hotels.com to uncancel my trip or give me a refund. They would not, saying it was impossible and then charged me $15 for calling to their customer service. I hope the people who helped me get cancer as well and we can talk about how to improve their customer service from adjacent hospice beds.

My flight out of Logan to ORD last Saturday, June 3, 2017 was delayed and I decided to spend the night in Boston. The price of a room with 2 double beds at the Hilton was $255/night on Hotels.com. I pressed the $255 button, talked to the Hilton.com rep, made the reservation, and checked my email receipt, which was for $294. The rep gave no indication that the cost would not be the $255 I had requested. I then spent about 30 min. on the phone with Hotels.com trying to change/cancel the reservation, all to no avail.

Please be aware! Hotels.com pursues a vicious scam in conjunction with cheap Playa Sol range of hotels! Me and my fiancee purchased an all inclusive 7 days deal through Hotels.com website at Mare Nostrum Hotel in Ibiza. We got the confirmation of it. We also called to ensure that is what we got as we could not seen it on the app. The booking was confirmed by their operative from the call center based in Philippines. On the arrival to the hotel we were given bed and breakfast bands and told that there is no confirmation of all inclusive deal from Hotels.com. We then asked to see the manager of the hotel. The sour faced, money grabbing, rude and incompassionate person who have printed out the alleged amendment we have made and downgraded ourselves from all inclusive to b&b. We have never made this amendment ourselves. The manager then offered us an additional purchase of all inclusive deal which was approx 42 per person per day!!!

I recently booked a hotel through Hotels.com using my android phone. On the bottom of the page there was a discount for booking using your android phone so I clicked on it. Then, booked my stay. If you use a discount you don't get the reward. nights. I think they should either remove the coupon making you think you are getting a benefit for booking with your phone or add a step to confirm you would rather use the discount instead of getting the reward.

On May 26th 2017 I booked a room through hotels.com for two nights in Hemet CA. After arriving at the hotel totally exhausted turned back the blankets and white worms were in the bed. How disgusting! I checked out of the hotel and was suppose to receive my refund, not only did I not receive my refund but they charged my account 3 times for the same night. Now I have to dispute this with my bank. NEVER BOOK THROUGH THIS WEBSITE. HIGHLY DISAPPOINTING.

I purchased a gift card at a local retailer for Hotels.com so I could book a room on Hotels.com, but when I got to the payment screen there is no option to enter a gift card. I called their customer service and was transferred between 3 people in less than 5 minutes and none of them were willing or able to help me. The third person I talked to said he had no idea how the website works but he offered me another phone number to call in the morning (because they weren't open 24/7). Since I was unable to use the gift card I had to go to the hotel's website to book my room (it was the same price anyway, so what is the point of using Hotels.com?!?) and now I have a gift card for Hotels.com that they don't even accept. What am I supposed to do with that? I'm going to dispute the purchase with my credit card company that's what. Do NOT use Hotels.com, go to a trusted hotel website.

Me and my wife booked a room with hotels.com over the phone while traveling at St. Louis Center City Hotel. We was about 15 mins from the hotel while booking and when we arrived the front desk told me, "Sorry sir, we don't have the room you requested," and I ask then, "Do I get charged for this?" Lady at the front desk said, "I'll note your account and no you will not." I thanked the lady and off I went and I found a room on my own (dropped in and found one down the street). So I called hotels.com as soon as I left to let them know that the room was not available and they could not find my booking under my phone number... (now keep in mind it's only been about 30-35 minutes since we talked and booked) I just wanted to try to stop them from processing my debit card since the room was not available but since they couldn't find my booking number I was told no booking number to be found so I would not be charged.

Just called them direct to make sure I was gonna get a clean room this time due to last purchase using them the room was filthy and received nothing from them or hotel we stayed in. Basically didn't sleep cause of worrying about my car being broken into. Lost jewelry in room and never heard anything from them. So I just called wanting to book another place and voiced these concerns yet Customer Service person wasn't willing to help and sounded like a used car salesperson trying to scam me again. Beware of this company! They only want your money and have zero customer service skills!!! Smh!!! Ridiculous. Not service!!!

Booked and prepaid for a hotel via Hotels.com website. I cancelled the reservation within the cancellation window as stated on my e-mail confirmation. Could not find a cancellation button anywhere in the body of the email or under "Manage booking" so called 1-800-246-8357 for assistance. Was not able to speak with a live agent so used the automated system to cancel, provided my confirmation number and voice response said the reservation was cancelled. Followed up using the automated phone system to check on "status" of my refund, each time automated voice response confirmed hotel was cancelled and refund being processed.

I used Hotels.com for the first time and booked a room in Vancouver. After doing more research I wanted to cancel the booking before I arrived and I wanted my deposit returned. They refused. The City Sky Manager said they were keeping the full amount for my 5 day stay which was $652.55. When I arrived I couldn't find the City Night Sky Light 1468 E 1st Ave. Vancouver V5N 3N6 BC Canada - because it was a disgustingly smelly run down boarding row house. Hotels.com was of no use in resolving the matter and I want my money back.

I recently stayed at Motel Santa Cruz, which was recommended by Hotels.com. The place was a complete dump. The entire place had a horrible smell. The bed linens also smelt terrible. The place was filthy. The stairs are very dangerous. The rooms do not have any wash clothes, hand towels or tissues. There were two towels in the room, but they were like using sandpaper. I spoke to Hotels.com. They said they would call the motel and ask for a refund... BIG SURPRISE... THEY REFUSED. When I asked Hotels.com for a refund, they said no. They take no responsibility whatsoever for their recommendations. WHY BOTHER USING THEM?

Hotels.com rewards scheme is in my opinion weighted heavily to ensure that you do not get full value. I had £83 for a free night so booked a room for £97 and expected to pay £14? But when I pressed go, the swines knocked off £19.70 taxes off the £97 booking which meant I only got £63 off! I will never use Hotels.com again, they are a very sly company.

Requested three nights at a hotel in CT. The night before I called to cancel two nights. I was told by the customer rep the system was in the middle of some updates and to call back in 3 hrs. That is what I did and got the same response from the 2nd rep. I kept trying every two hours and got the same answers at 11:00 AM, 1:00 pm, 3:00 pm, 5:00 pm, 7:00 pm. You know when something is a scam when a "system update" takes 24 hrs for an Internet company and there is no fallback. I then tried the mobile app that did not provide the option to modify or cancel (option was listed but greyed out) unlike the others options. That is when I realized Hotels.com is total customer service scam. Please save yourself some grief. Do not ever book from this website! Thank you.

The customer service with this website does nothing to help reschedule or cancel reservations. You would be better off contacting the Hotel directly. At least they would allow you to cancel or change your reservations within the normal 48 hours prior. All I got was Hotels.com blaming the Hotel and the Hotel blaming Hotels.com. I honestly believed the Hotel. Hotels.com charged my credit card NOT the Hotel.

I cancelled my reservations within the Hotel policy timeframe, however my credit card was still charged. I called Hotels.com and the very representative I spoke to confirmed that I had cancelled, not only during the policy timeframe but a few hours before I thought I cancelled. I was instructed to send a copy/screenshot of my credit card statement where the charge was made, via email. I didn't get any follow calls, so I had call to find out what was going on with my dispute. I got an update, and then a few days later I received an email stating I would not receive a refund.

One would have thought a company like that has better web software deployed for the bookings and certainly a better customer service. You put a correct day of a hotel booking a few months away. Then after a few millisecond after clicking to book, either your own software protecting against the Javascripts run by others, or their stupid software, resets the booking date to the nearest date this month. And after you try to cancel the "booking" they notify you there will be no refund. Geniuses at Fraud! ** THAT **! Don't book anything with them, that's just crap! It's the way it is. ** No call back to your mobile to clarify booking no nothing. JUST **. Nothing else. CRAP service.

After I have completed my 10 night point to get the free night, I call hotels.com to inquire as to why I did not receive a free night. They told me that I would get it after this visit. When I said to the rude rep I spoke to that hotel.com has always credited me once I get over the 10th stay, he tells me how it's never happened and was arguing with me about how I don't get it. As long as I have been dealing with these people I have never had someone so rude and ignorant telling me about previous service that I have had. I SHOULD know what kind of service I have had!

I called Hotels.com to book a 2 night hotel stay. I spoke with a rep who advised I was getting the best price. I gave all information requested of me. My credit card number, phone number and address. The rep then placed me on hold to run my card. Two minutes later I hear a click. Hung up on me after receiving my information. I called back right away only for the next rep to tell me my information was not on file. I asked for a manager. The rep advised no manager was on call. And the system are down. She calmly followed a script. I briefly explained that she must be offshore scamming Americans all day.

I made a reservation at a price I was happy with. I received my confirmation and everything was great. The next day, I receive an email saying it was canceled. I called inquiring why but they couldn't tell me. I called my credit card company and the resort who all said they had nothing to do with it. Hotels.com "offered" via email AND phone to rebook but it turns out coincidentally that the price was now higher! Sounds like a bait and switch scheme to me! I'm out of a reservation for Father's Day for my husband and I Will NEVER recommend their service!

Signed up with an account, booked over 6 stays, booked 2 more today. Called to ask why it only given me credit for 2 stay total. They said I signed up for the newsletter account not rewards account. Refused to give me credit for over $600 in money I've spent with them. Ridiculous company. Do not use them!

Accidentally made a reservation for the wrong day. I called Hotels.com to change it and they told me their computer system was down and call back in 4 hours. Called back same situation. Called back again finally got an agent. The agent told me the hotel manager would not approve the change. I personally called the hotel and miraculously I got it changed. I had to call Hotels.com back to make the change and they wanted to increase my rate, which I absolutely would not do. After arguing with the agent and made her call the manager back I got the same rate. During the call with the agent suddenly her computer won't make the changes and call back... yes you guessed it! I'm 4 hours!!! I spent most of my day dealing with this issue and I'm the one that had to call and get everything changed. They were absolutely zero help!!! I will never use them again.

The other night, I canceled my booking for a hotel because I found one cheaper. Easily done - there was a cancellation link directly on the booking page. Headed off on my trip today, got halfway there and my anxiety took over. Went to cancel a second time because I decided to go home, look at the booking page - no cancellation link. Go to the customer service number... "You can cancel on the site, but if you have any questions, stay on the line". I stayed on for a half hour and didn't get through and wanted to get home, so I turned the problem over to my roommate, who didn't want to hold on the line, either. It's now two hours after the deadline for free cancellation and I'm going to have to pay for a room I can't use in a city I can't get to due to my anxiety. I guess I'll stick to Travelocity or Expedia in the future. (Added: I wrote this while I was on the phone with them and the rep got me my money back, so I added a second star.)

I made a reservation for Hastings, NE. The agent at Hotels.com booked it for Hastings, MI. Pretty sure I made this over the phone a month ago. I arrived in Hastings, NE to no reservation. Luckily they had a room, and honored the price. The confirmation email I printed had the HASTINGS in large bold letters, the MI was so small I couldn't read it. The agent at the hotel had to tell me about it. But both locations charged me though. Hotels.com automated cancellation system did NOT cancel my reservation when I called in, and they do NOT guarantee the price or cancellation as they said they would. Both places, Hastings MI Holiday Inn Express won't budge saying it is Hotels.com's fault, and Hotels.com say that they are not the billing party. NO ONE will help. I will never trust them again.

I've been a rewards member for a few years now, but never tried to collect the price match guarantee until just this past month. I had delayed responses from a random customer support group calling themselves the Reward Silver Club that were completely unhelpful. They kept referring to an FAQ on the website for Price Match that did not exist but never bothered to tell me where it was. They continue to deny my request to price match for obscure reasons without ever citing why. Oddly, I canceled my room only to see they were simultaneously running a sale that saved me $400 on my booking. So I canceled my booking and rebooked at the sale rate. Regardless, the support and price match are a massive waste of time. Next time, I pledge to never use them on my next booking. So long Hotels.com, you stink.

On May 6th, 2017 I thought I booked a hotel on Hotels.com for May 14th-May 18th for the Keys. I received my confirmation email and the first thing I see is the date says May 14th-20th so I quickly change the date. When I got the second confirmation email with the correct dates I notice the hotel is in the Bahamas not the Keys. I freaked out and quickly cancel the whole order. My cancellation order didn't show the full refund and then I scrolled to the way bottom of my email and read that all cancellations after April 30th will be charged a 30% fee for cancelling. I was like "Wow that is crazy." I canceled within 10 minutes of making the reservation and it was an honest mistake.

Customer service is horrible. Obviously out of the country call center and when I tried to get credit for almost $1000 I spent on three nights of an expensive hotel they would not credit me because I used my office email instead of personal email address. So even though the confirm came to me and I paid for the nights it was "sorry, can't help you". Thanks a lot!!! Not using that service again although I have for years. Hate it when companies can't help out their customers and just shrug off complaints.

I am very disappointed in my experience with Hotels.com. As it is, I have a hard time booking online and it's experiences like this that perpetuate this. Hotels.com did not refund me for my full amount as promised for a room booked in Montreal, they sent me a partial payment. They had no problem cancelling my reservation which was a huge relief, however, when I reviewed my visa statement I noticed that only partial payment was received by them. They proceeded to say that it was based on the US dollar and that was my problem. The site doesn't state whether you are paying in US or CAD but certainly is hotels.ca not hotels.com which I booked. I will never recommend this site nor book with them or their group of companies ever again. The best part is that they just now offered me the difference in the amount of a credit voucher, like I would ever book with them again. It's almost like they know what they did was wrong but want to piss you off further.

I reserved 5 rooms with Hotels.com in December 2016 for my graduation in May 2017. I booked the rooms for both Thursday and Friday night, as I had not been informed of the specific date and time of my ceremony in December. In April, I called Hotels.com to cancel the Thursday night and change the check in date to Friday, May 12th. I was told it was not a problem and it would be handled. Three days before my ceremony I look to verify my itinerary and notice I still have both dates reserved. When I call to have them fix the dates (again) Hotels.com states they are unable to change the check-in date because there are no available rooms at the hotel. I already have the rooms. I've had them since December, but according to Hotels.com, their system will not allow them to modify the check-in dates without other available spaces.

So I used hotels.com and booked a hotel thru this website www.hotels.com. Website showed "hotel room available", I went ahead and reserved the room, paid full amount and got a confirmation # sent to my email. Well I go to the hotel to check in and the front desk rep says, "We do not have any rooms left. They are all booked." This website is horrible. They didn't see my reservation yet they charged me all the money. Do not trust hotels.com if it shows room available. Do not book thru their website. Call the hotel and make sure they do have one.

A friend and I both used Hotels.com to reserve hotel rooms in Mississauga for two nights, at the same hotel (Pelican Suites). We booked on different computers, at different times. The initial booking experience was good - but tomorrow was our check-in day and we've both just found out that we've lost our reservations. We booked the rooms 4 months in advance. Two days before the date of our reservation, I received an email from the hotel via Hotels.com saying, "Unfortunately, there was an issue with the method of payment you provided when making your reservation. Please call us to retain your booking." I called several times - it went to voicemail every time, with a message that said "Hi! Leave a message after the beep."

I recently got a "free" night for using Hotels.com ten times. After wading through the website I finally found out that my "reward" was only $66.20. That is hardly enough to pay for any decent hotel room in America. I discovered on my travels, that most hotels easily beat Hotels.com rates by $10 or more dollars. For ten stays, that amounts to about $100. So, had I booked all of my hotel stays directly with the hotels, I would have gained $33.80 over the Hotels.com reward. Some hotels will match the best price offered anywhere on the web. Look for that, if you really need to save a few bucks. My suggestion is that people use the Hotels.com to find hotels in the area they want and then book the hotel directly from the hotel website. A Google search will also find the hotels, so in reality, there is no reason for Hotels.com to even exist. My best recommendation is to stay away from Booking.com and Hotels.com altogether.

Should have read all other reviews! Absolutely NO price match! Could have saved 600$ booking at hotel site, sent ALL required documentation and then some, on phone 2X a day for 10 days, teaching English as a 10th language to Philippines reps. My booking said taxes and hotel fees include in price. Was charged 200$ for these anyway by hotel who said that they contacted Hotels.com and were told the fees were NOT included in price! What a JOKE! Circus Freak show!! Do not join or you become one!

Do not believe them. You MUST book the room with them BEFORE you can ask them to match the lower rate. And then they will use ANY excuse to deny you the price match. They won't accept a screenshot of the lower rate. They won't accept your email receipt from either the cheaper site, the hotel, or your credit card statement. They won't even call the hotel to see if you are registered. By the time they "pretended" to investigate the lower price of the other hotel listing site, the hotel had raised their rates from $133 to $177. Of course, Hotels.com didn't even suggest that I pay the $177 rate... No, they simply replied that the price of $133 that I had submitted was not true, so the deal was off. As though I was a liar.

Given the number of complaints against this organization I am not optimistic this will do much good by here goes. I booked the Canalta Hotel, in Hanna, Alberta for April 9,10 & 11, 2017. I did not select any other currency (which is an option) when I booked other than the CDN currency showing at the top of the screen. I didn't really look at the amount I was charged for the hotel on my credit card statement until after my stay when I started putting together my expense account.

Their site quoted me in Thai Baht and Dollars the actual amount it would cost to stay in a hotel. 54 dollars! I booked it and somehow ended up being charged 76 dollars. I complained showing a photocopy of the actual information stating I had to pay 54 dollars! They just ignored the facts the proof and fobbed me off. The actual amount I was going to pay was clearly stated and twice! Thai Baht and the equivalent USA dollars were showing the approximate same amount. Yet I was charged 76 dollars!

Hotels.com promised me a price match refund after I completed my stay and paid at the hotel. I did exactly that, but when I followed up for my refund, hotels.com said my claim was invalid and they would not honor the price match. This is AFTER they already reviewed and agreed to my claim and saw multiple copies of evidence on the original price. They admitted it was their mistake and they should not have agreed to the price match yet they did NOT pay the promised refund. So it's their mistake, yet I am the one getting penalized. I'm the one who lost the money and they're the ones who did everything wrong. And the refund amount was only $30! Bottom line, hotels.com do not honor price matches. They have no integrity at all. Do not trust them. (Most hilarious thing: The company with the better price was their parent Expedia. Yet somehow hotels.com doesn't recognize their parent's lower prices?!)

I use my Mobile app to book most reservations. They have a code MOBA8 for 8% off when app is used. After 3 stays and multiple searches I've never been able to use it. I finally called the customer service number to be told yes one of my reservations I should have been able to use it but since I didn't contact them before checking in they couldn't credit me. They plaster my e-mail with secret price offers and other savings codes and I've had no success. Then the one time it was an error they can't help. I've booked almost a 1,000.00 worth of rooms in the last year and for $15.00 they can't help me. I believe their coupon codes are misleading and the policies are far from consumer friendly.

DO NOT EVER USE HOTELS.COM. THIS IS THE WORST CUSTOMER SERVICE EXPERIENCE I HAVE RECEIVED. I booked the Palace Hotel in Paris for mid-January through Hotels.com. I checked my credit card statement only to find I had been charged twice for this booking. I called the Hotels.com customer service line in early February (which by the way the number is very difficult to find) and was transferred several times. Despite the long time it took to get put in contact with the correct person, I was told it would be taken care of and that they would follow up with me in the next week. I waited. I received no phone call.

Expedia, pls take us out of our misery and throw money at Hotels.com or merge your system into one. Hotels.com is the most confusing user unfriendly site I have ever visited... The call center in the Philippines is staffed with wonderful and gifted employees--it is sad how you set them up to take all the heat from disgruntled customers because your business model design is far too scattered and not user friendly. I am gold but I will use my free nights and stay clear of Hotels.com and Expedia...

We called hotel.com to receive discount on room 24 hrs prior to our arrival! When checking in guest was checking in and paid 20-30 less than we did and they advertise cheaper discount when using them! Also asked for AARP or military discount! Very surprised to realize we had paid a higher price! We then talked to another couple and they got even a lower discount! Contacted hotels.com and they refused to issue refund stating that was the price of that hotel!!

I booked online with Hotels.com but incorrectly selected May 4th instead of May 5th. I needed a hotel to be able to attend my only daughter's commencement ceremony. Realizing my mistake immediately I called Hotels.com and they said couldn't do anything about it and to call the hotel directly, which was Best Western. They told me they could change the date no problem but then told me there was no availability for the following day. I tried to find another Best Western within a reasonable driving distance, about an hour drive would have been acceptable as I was desperate. There was nothing in any other Best Western in the area. I asked for a cancellation and they refused. They said Hotels.com had to process the cancellation. I called Hotels.com but they insisted it was the hotel that needed to grant the cancellation be waived.

Hotels.com just lost a customer for LIFE. I will never use them again. I booked a hotel through them that offered free cancellation. My company had already booked me a room so I cancelled the Hotels.com reservation and they literally less than an hour after I booked it and they charged me the full price of the room. I failed to see the fine print that said I had free cancellation after an HOUR of booking my hotel. I was a loyal customer but not anymore. Never will use them again.

I am extremely upset with my booking experience through Hotels.com. I was presented an email with a 10% off booking code, applied the code to my transaction following the guidelines for using the code from the email, was presented a discounted price, hit purchase and then was charged full price. I believe I was swindled from Hotels.com, I will never recommend this site or use this website again. Horrible business practices and deceptive advertising. I tried to call and handle this situation immediately and was given the brush off.

I called Hotels.com to make a reservation and redeem my free night. I was told that I was not able to do so as I had not registered as a rewards member. Every time I have booked through Hotels.com I have had my bookings recorded and it always welcomes me and states my name after signing in. The other person on the line told me that I was not registered and therefore my nights of which I have close to 15 that are listed on the site are void. He manually set me up as a rewards member. I mentioned to him again that all my bookings are present and when I sign in everything is there. I was totally under the impression I was a member and it never had stated otherwise. They could not do anything nor tried to. I am very displeased with their system and will take my business elsewhere.

They say they have a price guarantee, but when you let them know you found a better price they do not honor it. I emailed the day before my stay at a hotel of a lower price with all of the information. They did not honor. They said I turned it in after I had registered at the hotel. I sent proof of a email they sent me with the price guarantee dated the day prior, but they still came back and said I sent it in after I checked in. Not the best way to do business, especially since I sent proof. It's really hard to get anything straight with them.

I took 6 calls to their service center to get them to issue a refund for a hotel stay that I cancelled. Incredibly incompetent service people. They do not know arithmetic and make silly mistakes in additions and subtractions! Will never use this service again. I paid $899.24 for a reservation that I later cancelled. After 6 calls to their service center, I still haven't got a full refund for this amount.

So I booked a room with Hotels.com on the day I was suppose to have the room I was staying in NYC with friends and I live 2 states over so I need a place to stay with my family while I went to some business events. I booked the room, got the confirmation email, the money was taken out of my bank account and was heading to the city. In the meantime I received another email from Hotels.com saying my booking was cancelled. It also stated it needed my attention but when I looked at the email it was more than a joke. It's telling me I need to do take action but yet in the same email it said "DO NOT CALL CUSTOMER SERVICE. THEY CANNOT HELP YOU WITH THIS MATTER!" It also had no instructions or reasoning for the cancellation so I did call customer service. I didn't know what else to do seeing how their email was no help and had no instructions.

My booking was for 4 nights Sat thru Wed. Hotels.com showed rate as $455 per night. I later found out that this was the rate for Sat night. The rate for weeknight was much lower $375. Hotels.com applied the higher rate to all nights. When I called they said the price match is only applicable if you call 24 hours prior to check in. The customer service representative offered me $100 voucher for the inconvenience which I refused. I asked him to charge fair price. I won't be doing business with this website ever again. They are losing customers due to their cheap tricks.

I used Hotels.com to book a Hotel stay in Pigeon Forge thinking I would get the best price. I was wrong. When I was checking in someone in front of me was also checking prices for a 3 night stay just like mine and the price from the hotel was cheaper. When I asked the front desk clerk about it he was surprised that I was paying more than their rates. I e-mailed them and all I got back was an emailed directing me to a website. I then called after I arrived back home and was told I had to let them know 24 hours before I check in that the price was cheaper.

I have had nothing but trouble with this website. I had been using Expedia with absolutely no problem but thought I would try Hotels.com. The website has now twice switched dates of my reservation which I did not catch until I printed the itinerary. I saw the error and called right away. They said there was nothing they could do to change the mistake because of the hotel's policy. I called the hotel and they said it was Hotels.com that has the policy. So it was a runaround. This was not my mistake. Somehow the online system defaults to a date you do not select when the page refreshed. Then they will not help you. There are plenty of other choices! Stay away. Customer service is nonexistent and unhelpful, and website seems to have a landmine that will cost you in time and money!

I created an account but Hotels.com has no record of despite my ordering and cancelling hotel bookings. I tried calling their customer service number and was directed to new bookings. Their rude rep told me I called the wrong number and she then gave me the same number I originally called!!! I've been waiting online to speak to their customer service department for 20 minutes. ENOUGH - I will never use them again.

I booked a hotel that offered free tickets to a waterpark resort. Found out it was dry tickets to walk in the resort (something anyone could do), one hour later. I called to change reservations. Gave them a hold number with a 16 minute expected wait. No call. Cancelled reservation, but read in the fine print I would still be charged. Then spend another 10 minutes on hold only to have the call disconnected when they were transferring me to another dept... Then another 25 minutes on hold to see "if we can cancel with the hotel". Our vacation and days off are precious. Don't waste yours with this corrupt agency with the worst customer service in the world. BEWARE.

We thought we were getting a reasonable rate by using Booking.com for our hotel stay at the Sheraton Grand but it turned out to be a bad deal because we used Hotels.com. When we checked in and got settled in our room we tried to log on to the internet and we got a message that it would cost us $20 per day to use their internet!? We immediately phoned front desk - and they told us because we booked through Hotels.com we would have to pay for things like internet access - and if we had booked direct we would have free internet access. Can't really blame the hotel since we've been in the accommodation business ourselves and we know Hotels.com is the most expensive for hotels to use (we used to have to pay 30%). My advice to anyone is - DO NOT USE Hotels.com!

I had to go to an out-of-town conference and find a hotel in Conway, SC at a last minute. I came to Econolodge, and the price the front desk staff quoted me was higher than that of hotels.com. The front desk proceeded to tell me that the only way to get that price is to book through the hotels.com website which I did. Front desk staff suggested that sometimes it takes up to ten minutes for that reservation to come through on their computers and 45 minutes later there was still no information received from hotels.com. The hotel claimed that they had to override their system to put me in a room.

Worst customer service ever. Double charged and was unable to explain to the customer service rep that we were double charged and she just could not understand the concept of My call and it was very difficult to understand Her. Never will I ever use your service again.

I have tried to use Hotels.com because it was suggested by Google. I defined the location (Dusseldorf) and dates of my reservation on their website. Everything looked good but, at the moment I had to provide my credit card info, the booking date was not shown. I assumed it was still correct so I proceeded. Turned out that the booking was done on a completely wrong date. I tried to change it but, for the selected date there was no availability in that hotel. I tried other hotels but they were all fully booked for the dates I needed.

Hotels.com is permitting non-hotels to use their site. I made a reservation from a real estate company pretending to be a hotel on Hotels.com. The real estate company did not own the property. The real estate company then listed false services on the Hotels.com website. The real owners of the hotel complained to Hotels.com to remove and Hotels.com ignored. It is impossible for a consumer to make a logical and informed choice when Hotels.com hides the identity of listings and does not correct website. The prices Hotels.com list can not be trusted since false information is listed on the website.

I booked a reservation on hotels.com. And my reservation and come up I called customer service to confirm that the correct information was placed for that reservation. I was calling them in February for a reservation I was making in March. When they told me that they had set up two different accounts and that they were combined them and correct the dates I trusted them. They set up the two accounts as one account but one of the dates did not display. On that same day I got a email that I had a no-show for the hotel stay booked with Hotels.com. The hotel charge me for a stay in the wrong month. They indicated that the reservation was made as I have made it and they would not refund my money of $85. I think it's disgusting that conduct business this way and they do not support their customers and that the customer is charged for mistakes that they do not correct on their website.

My wife called the Jonesboro Hotel again. This time the employee on duty was very courteous and immediately applied a credit to our credit card and re-booked the reservation for the original amount and date. Too bad their weekend employee was not more knowledgeable & reasonable. It cost my wife and I a loss of our valuable time and unnecessary aggravation trying to deal with Hotels.com.

I recently booked a hotel in New Orleans for myself and my daughter on Hotels.com. When we arrived the hotel had no reservation for us. I showed her my confirmation email with the confirmation number but she found nothing under our number or our names. I was concerned about being charged and she assured me they would not be charging me since they had no reservation or any info about me. I called Hotels.com and they insisted I would be charged because I didn't cancel in the allowed time frame.

I booked a room through Hotels.com call center. Paid for it by phone. Then called hotel directly and was told room booked not available. Called hotels.com back and tried to cancel but agent insisted on finding me another room. Late Friday night so rooms with two queen beds hard to find. She found one at a more expensive hotel. I asked her about price difference. She said hotels.com would take care of it because of the trouble I went through. Arrived at hotel and clerk said hotels.com did not pay for our room and that I would have to agree to pay for the room before we could stay there. It was 1:30 am by then and I had 3 kids with me. Tried to call hotels.com and was repeatedly put on hold by agents. Finally I had to tell clerk I'd pay for the room so my kids could get some sleep. Called hotels.com the next morning.

We booked a hotel from Hotels.com. Fully paid and they sent us a confirmation. We drove more than 3hrs to the hotel and we were told we do not have a room because they are fully booked. I was so upset and yelled at the manager who brought an email communications they had with hotels.com that they have no vacancy and hotels.com has been informed yet hotels.com forced that they should accommodate us meanwhile they have nowhere to put us. Hotels.com refused to send us any notification that the hotel we booked and paid for is not available. I wonder if this is a scam. We were stranded and ended up paying more for a place to sleep. Hotels.com does not care about their clients. They are out to make a few bucks in their pocket. If I have seen these reviews, I will run far away from them. I have other bookings pending and fully paid before this unpleasant experience. May God help them if am ever stranded just like my previous reservation!

I Booked a room on Hotels.com for 1 Night. I have to admit that I got a good rate for paying in advance. However at Check In there was a $50 Deposit that I had to put on my card. THE WEBSITE didn't show this and neither did the confirmation. I called customer service and they were no Help. This is not the 1st time I've had a BAD EXPERIENCE with Hotels.com. FYI ROACHES, DAMAGED CEILING, FOUL SMELL!

I used Hotels.com to book a nonsmoking room in Statesboro, GA and when I got there I was assigned a smoking room. The hotel was booked. I disputed the charges with Hotels.com and they refused to help me with long hold times. I disputed my charge with my credit card company. Why would I pay for something I clearly did not order? Shame on Hotels.com and their customer no service. Give me my money back since you're telling my credit card it's a valid charge. You clearly did NOT give me what I reserved and you want to charge me for it. Even the Hotel owner says Hotels.com does this all the time. Shame, shame, shame.

I recently made a reservation through Hotels.com for three nights. The hotel accommodations were fine for an older hotel and the staff was very friendly. However, due to unforeseen circumstances, I had to cancel my last night's stay. The hotel informed me that since I had booked through Hotels.com, I had to call them and they would in turn notify the hotel of the cancellation and refund. I was on hold with Hotels.com for 1 hour and 45 minutes! The customer service department was experiencing a "large number of calls." I feel that this is inexcusable and I will not be using Hotels.com in the future for any reservations. Word of caution - customer service department is almost non-existent, and a refund cannot be issued by the hotel if reservations are made through Hotels.com.

I travel frequently for business and often have to book trips long in advance. Because of the volatility of hotel rates, the price guarantee advertised on Hotels.com is essential for my decision to use them. For an upcoming trip, booked three months ago, the total price of the booking on the site dropped about $140. This was a prepaid booking and to obtain a credit for the price reduction in this case it was necessary to submitted a form on their website for them to confirm the price reduction. All the information they asked for was submitted. I then left the country for another trip, and upon return found that the price guarantee request had not been processed.

I check in the hotel (Candlewood Suites) on February 5, 2017. That night I got bed bugs bites from my head to my toe. I went to the Manager and she said her staff was experience enough to know they do not have bugs. I moved out of the room and they cleaned and then had the exterminator come in to give a report and he stated none at this time. Well I went to the doctor with a FULL BLOWN Report, I gave her copies of the doctor's report from the hospital, and the hospital stated they would be able to answers any questions they might have regarding this matter stating they were bed bugs, had two shots and four prescriptions. Oh yeah the hotel manager said I could have gotten them from my previous stay at a hotel, which I checked with reviews and hotel and other 16 people who stayed there. There were no signs of any problems.

I used TripAdvisor to make a reservation at a hotel in France. It is March and the reservation is for August. The reservation came in as two rooms when I only wanted one room. I will assume I made the mistake. I never saw where to sign in for the cancellation insurance for $12.00. I kept waiting for it to show up on the next page as I was booking and before I knew it, two rooms as opposed to one were booked and no chance for cancellation insurance. I called the 800 number immediately and after being put on hold for 5-10 minutes was told that the hotel refused to cooperate and take off one of the rooms. I called the hotel directly and they said it was Expedia (thought I was dealing with Hotels.com?) that refused to change anything.

I had medical problem and could not cancel hotel 3 days ahead. I could verify this but they would not resolve this. Cost me $800. The people I talked to English was not primary language. I will not use them again.

We booked through Hotels.com for a hotel stay at the beginning and ending of travel for a cruise. We arrived at the hotel in the first night and the hotel had no reservations for us. The same thing happened on the second reservations. Both times it took phone calls and faxing between us, the hotel and Hotels.com. This was after a 7-hour flight. We will never use Hotels.com again.

I scheduled a one night stay through Hotels.com for Feb 24-25, 2017. I entered 1 night for the number of nights to stay. I didn't notice the start date changed to the current date, February 20th, until after I hit enter. I was on the phone with Hotels.com when it happened. I told the Agent I didn't want all 5 nights. He told me he couldn't help me. Further, since the first date for "my stay" was the current date, I would have to pay for the first night since it was after 4 pm they would not refund the first night. WHAT!? I JUST placed the order! The email came through as "Feb 20, 2017 6:51 pm CST".

Dear review readers! I would like to warn you from this booking site hotels.com. If I had a chance to give their customer service a negative 5 stars, I would do it with pleasure. This website ruined my entire vacation. We booked a hotel room worth $240 and received a confirmation number so as a family we went out to tour the area of travel. We came to the hotel tired and ready to rest. Little did we know the hotel didn't even book us so on a spring break at 8:00 pm we were forced to leave the hotel room and literally fend for ourselves 3 hours away from home.

I recently used Hotels.com to book a room for 11 nights and paid in full over a month before my stay. After having a horrible experience with the hotel, I wrote an honest, yet scaving review of the hotel on the Hotels.com website. Not only did they completely change the title of my review, they also edited my entire review to soften my criticism of the hotel. Additionally, they completely removed the most important and most critical parts of my review. I feel that my submitted review was very important for others considering booking the hotel. If I had read similar scaving reviews from other who stayed there, I wouldn't have booked this hotel in the first place and I would have avoided the horrible experience of staying at the hotel. After I achieve my next free night from Hotels.com and redeem it, I'm going to stop using Hotels.com altogether.

I called in several reservations to hotel.com up and down North and South Carolina for residency interviews for my son. I made a reservation for Charleston which was in error (it was a date for an interview in Charlotte NC). I called back within 5 minutes realizing that I had made a mistake and after a very long wait and an extended conversation with one of their reservation agents, I was told my date would be changed to the correct date and that I would not be charged any penalty for the change.

I made a hotel reservation through Hotels.com that had a non refundable cancellation policy and I paid the full amount. After 15 minutes I had to change the booking date one day after to continue my vacation plan. I couldn't manage the booking through the confirmation email that I received. I had to call the 800 # and they told me that they can not access my reservation to do the changes but I should receive an email from the support team after 60 minutes. I spent the whole day till midnight calling them as nothing received from the support team and I always get the same answer as above but this time to wait 4 hours instead to 60 minutes.

I booked a flight, hotel, and tickets to Universal Studios, front of the line. The flight and hotel were fine, though the hotel stated hotels.com books rooms that do no exist. We showed up to Universal and were told our tickets were void and that we needed to call hotels.com and have them resend tickets. We were not the only ones with this issue as there were a few families off to the side making this same call. Hotels.com called Universal and didn't understand why the tickets were void and basically told us we need to repurchase the tickets since we were there and that I would get a refund. I am still waiting on a refund. I learned my lesson and will go through the hotel, flight, and events directly.

I used Hotels.com to book 7 tickets to a waterpark in Chonburi, Thailand. The ticket prices offered were 1/3 of those shown on the waterpark's own website. After providing payment details online, my bank immediately sent an SMS to confirm that the credit card transaction was completed. I logged into my email account to print the park vouchers... and hit a wall. The confirmation email contained an embedded link to print the voucher. When I clicked on that link another Hotels.com web page launched requesting that I enter my email address, which in turn prompted another email be sent with an embedded link that when clicked launched the same web page requesting my email address.

I had a similar problem to what others have described in that the site changes the date from checking on availability to making the actual reservation. I noted this after making the reservation and called service immediately. They called the hotel to change the date of the reservation and the hotel agreed but asked for a $30 charge since it was a non refundable reservation. I agreed to the extra charge but later the hotel not only charged for the day I stayed at the higher rate but also the day I changed at the old rate. Claimed they never agreed to the change but could not explain why the higher rate on the day I stayed. Not impressed!!!

Today March 2, 2017 we called the hotel reservation desk and again got the rate of $259.00 before taxes. We would like to know how hotels.com claims to help save us money when you actually charged us $90.37 or 33.6 percent more than the hotel charges? We feel this is a real rip-off and those are our feelings we plan to share on social media.

I booked a great rate, admittedly, at a 4-star property in downtown Manhattan. Less than 48 before I was to arrive, Hotels.com informed me that the booking was cancelled due to "obvious error" in the rate but I was "fortunate" that I didn't have to pay the $70 cancellation fee. They refused any compensation and didn't offer any help rebooking (the link didn't work). Instead, they kept referring to the "obvious error" clause, which is hardly reassuring for future bookings. Hotels.com could invoke this clause, or any other, at any time to cancel a reservation and leave a customer high and dry.

This site should be shut down. Booked a hotel, but during the booking the date were not visible anymore and somehow changed. Consequently my reservation was made for a week later than planned. Saw it as soon as I received the confirmation screen and called to change. NOT POSSIBLE. No refund, could only change the hotel date (a little hard when traveling). Absolutely ridiculous. The hotel contracted basically says a reservation made is money in the bank and even though contacted 5 minutes after the reservation was made, collected and was not able to change the reservation. I have been in the hotel business for 20 years and never came across something so indecently wrong. SHAME ON HOTELS.COM. DON'T use their site EVER.

Booked the Hyatt through them, same rate as booking directly through the Hyatt. I decided to cancel booking at the Hyatt altogether, Hotel.com charged me $14.99 service charge anyway. DO NOT USE THEM!!!

Beware Hotels.com - inflated fee structure after room rates. I booked a room through Hotels.com, but then realized they had added $300 of "taxes and fees" for a four-night stay. WHAT?!?! They claimed the fees were from the hotel, but when I looked at the direct booking through the hotel the room rates were identical but the "taxes and fees" were over $150 less. So be very, very aware that while the room rates may look the same, this is (in my view) a deceptive advertising practice as they add on substantial fees afterwards in the checkout process. I've learned my lesson - never again with Hotels.com.

So I've been a very loyal customer to Hotels.com and spent thousands booking rooms through them but never again. They have had some sort of glitch in their system and the hotels I normally book are all now unavailable. No big deal at first but now a few days in and still not fixed and moving each day to a different hotel. This cost me more than expected. I maxed out my card today and can't pay them the taxes and fees. Despite having about $100.00 in credit with a free night and such I still can't book a room because of an $11.00 fee. Meaning that I will be sleeping outside tonight. So seriously hotels.com this is a lost client for good and shame on you!

We made a reservation online with hotels.com and realized the date was for the next month, not the month we intended. So we immediately changed the dates and we're advised the preferred room we originally booked was not available on our new dates and we would receive a small refund ($42 and some change) due to switching to a standard room. The screen info stated the change had been made successfully, with the same confirmation # as the original reservation.

I booked a hotel room with Hotels.com. I selected the late check out option, which they then added $50 to the bill. The room was about $200, with $50 then added for late check out, then taxes putting it around $300 total. I check in at the hotel, and they tell me that I need to pay them directly for late check out and that I needed to work with the third party to get the $50 back. Of course, Hotels.com did not email me an itemized receipt, so I have no proof that the $50 was added in, but there is no way I would pay $250 for a room when I can get it for $200 or less!

This is the second time I have used Hotels.com and the second time there has been nothing but issues! The first time was for a hotel in Highland NY. The hotel was dirty, smelled, holes in the walls, the toilet and shower both were broke! The mini blinds were broke! The second time they charged me twice and totally messed up my account. I will not recommended them nor will I ever used them again!

Have used them quite a bit and can confirm that they are impossible to contact when you need them. They do everything to avoid having any contact with you should something go wrong. So unbelievably frustrating. They are just chasing commission at any price. Be careful with price, have now seen that many of my bookings were cheaper with other such sites.

Buyer beware! They are a big scam. I should have researched them and would have seen thousands of negative reviews such as mine. They charged me for two rooms I paid and needed to change the rooms and they would not help me and said they will not change or modify my rooms. Worst service and a big scam. How can you not be allowed to make changes to your room reservations? Don't waste your time with this company.

Booked a room that had a published price of $137.50. The order confirmation came back as $241.42 charged to my card! Immediately called and was told the extra $103.92 was "taxes and fees". Wow!! In my view, a $100 difference vs. the quote is the epitome of sneaky, misleading selling. Giving two stars instead of one because I was able to reach a person relatively easily and they did cancel and issue a refund.

A warning to all consumers to break up your multi-night booking so that you have control over which night is free. One must be so careful to read between the lines when using Hotels.com. Most recently when trying to redeem free nights with their rewards program, it is not clear what nights the free nights are applied to. I contacted Hotels.com to try to switch the free nights to cheaper nights so that I could have more expensive nights go towards the average free night for my next reward. Multiple customer service agents told me the free nights are automatically applied to in order of the first, second, etc. nights of the booking and that they couldn't adjust anything without termination.

DO NOT USE THIS WEBSITE!!!! This shouldn't even be a website. I booked a reservation and they canceled it without my knowledge. I was coming in from out of town so you can imagine how inconvenient this was!!!! They basically couldn't help me and no idea why it was canceled. I will never ever ever use any booking site from now on. It's directly through the hotel. I PRAY THIS WEBSITE GETS SHUT DOWN SOON!!!! Hotels.com you're terrible people and I don't understand how you sleep at night. GOD HAS A VERY SPECIAL PLACE FOR ALL OF YOU!!!!

This is my first ever consumer complaint. I feel compelled to make it because I think many people rely on this site to their disadvantage. When I tried to make a reservation for a hotel in Chicago, I was supposedly given a "special discount rate" which turned out to be inaccurate even though the site clearly stated their special "per night" rate. As it turned out, their special rate was not per night and this representation was completely false. The explanation I got was that in the fine print after I clicked on make a reservation, there was a statement that the amount they quoted was an average--not a per night stay as clearly stated--and not including taxes! Add that all up and it is the same price as if you just call the hotel yourself. There is nothing special about it. When I called to ask about this discrepancy, I was met with rudeness and denial.

I was looking for a hotel on 2/1/2017 and booked at the Crowne Plaza Portland Downtown: Downtown Portland Hotels with as I had thought for the same day that I was in the Portland, Oregon area 2/1/2017. I got the email confirming the reservation for 2/12/2017 through 2/13/2017. I contacted Hotels.com for a refund as I booked another hotel that day as I couldn't find the Crowne Plaza and attempted to call them for help in changing my reservation with no luck.

I wanted to share my experience that I had with Hotels.com. I booked a cabin and put my dates in. It was a Wednesday-Saturday. I selected, reserve and it showed me my dates and had other info, but at the bottom had the total in bold (which drew my eyes right to it.) I confirmed payment etc. When the management company contacted me with check in info, our reservation was only for Wed-Fri. Long story short, I called Hotels.com and told them what happened and spoke to a manager. She apologized and ended up paying for our Friday night stay at another hotel because the cabin we were renting was taken for Friday. I really appreciated this gesture and it felt it deserved a nice review! Thank you!!!

I booked a hotel through Hotels.com, then three days later received an email from them advertising special prices. The identical room on identical dates was $29.90 less than they had charged me three days prior. I called and was refused the adjustment on my credit card, instead offering me a $40 coupon on a future booking. I went all the way to a manager, Miguel who maintained their Position. Clearly not honoring their price guarantee. I refused the $40 coupon since I do not plan to do business with them again!

Do Not Use!! Will not refund! I had a terrible situation with this lack of anything company except keeping your money under any means necessary!!! My son was in town. We live in NC and the hurricane was coming "Matthews," this happened last year 2016. Under a State-of-Emergency and hotels were all filled in my area. I found one at a neighboring city and reserved it. He was trying to help his girlfriend and get the kids to safety. Too much water was building on the street. His truck engine stalled plus roads leading to and from all areas were becoming impassable. They were advised to stay put and not try to leave because road conditions were not known. I had reserved the room on my MC card and called to cancel for a refund. Explained this and MORE to them. Remember no understanding from ROBOTS and forget compassion. ROBOTS!

Price Match is a Joke. I found a cheaper hotel room with Hotels.com and ensured that I could meet the conditions of the Terms & Conditions of the price match policy before booking with Best Western and subsequently completing a claim form. The first response I received said declined as the BW average price per night was a few cents cheaper than Hotels.com. I responded with screenshots showing that the Hotels.com price was cheaper. The second response again said Hotels.com was more expensive and Denied claim.

I made a non-refundable reservation through Hotels.com for a Manhattan hotel. Two days before my stay, the hotel's website was offering a lower rate for the same room. I contacted Hotels.com with all my information as they advertise a price match guarantee. Well guess what, conveniently, they could not "verify " my information, so I was not entitled to the difference. I then sent them a screen shot, same response. I've been battling them for days... No one ever bothered to look into this for me, just the standard, can't verify. SCAM!!!

Site displayed inaccurate booking information. Only revealed non-refundable status of purchase after I paid. I called immediately to correct the dates. Willing to pay extra. Instead they said no refund period. They put me on hold and pretended to call the hotel, lying that the hotel makes the decision. The hotel never heard of me, had not received the reservation and do not make decisions about refunds of bookings made at Hotels.com.

HOTELS.COM customer service (silver) is **. I am a silver member which means I have been using hotels.com fairly a lot for perks like rewards and reasonable prices. Simple bookings and canceling are fine. Wait until you encounter small issues, like you call them to ask about double charges on your credit card. Trust me, they won't help you. I had to figure it out myself for two weeks by calling the HOTEL and digging all the possible statements and confirmation records I could find from hotels.com. They don't always keep good records on their system especially the ones that will do them no good like cancellation or past booking with issues.

Paid for three nights at the Best Western in St. Augustine over the Christmas Holidays. They paid the first two nights, but not the third... Called them and they said they would get back to me in 3 to 5 business days... Yeah right... Still waiting for refund over 30 days now... They are part of Expedia.com who is the parent company. Book yourself at the hotel sites... They will match any of their prices... Hope this helps you to make better choices and become a better informed consumer.

I booked 10 nights in the same hotel in Zurich over Christmas and 1 additional night at the airport in Zurich. After my return I didn't see any hotel nights in my rewards account. I sent hotels.com a message what happened and the answer was "you don't have a rewards account" (which is not even true). By the way: nowhere it's written you have to apply in a reward program. It says just "book 10 nights and get the 11th free (except taxes)".

When shopping on the Hotels.com website and looking at a list of amenities with green checkmarks going down the side one would assume that it would include the amenities listed. They do not in fact of the various amenities listed including hairdryer one of them with the green arrow was airport shuttle. This is the entire reason we booked the hotel. After we made the purchase it then told us that the shuttle was $30 each way. You have to make the purchase before you see that because on the main page where they are selling you it shows the arrow as green and included and none of the customer service representatives cared. They said they can put whatever they want in the green arrow and on a different page they can say that it is not included. There was no * for me to read that it was not included. It was just a green checkmark. When I told him I would send them a copy of this they refused me.

SCAMMED BY FRAUDSTERS BECAUSE HOTELS.COM ALLOWED THEM TO ADVERTISE A NON-EXISTENT APARTMENT. This saga is all fully documented. Conclusion. Hotels.Com gave no assistance when they knew we were stranded in New York, at a very busy holiday time (New Year), with three children (ages 8, 6 and 1 year old), late on a freezing winter's night.

I was trying to book an international flight with a hotel on their site. It kept coming up with a payment issue error, so I called them. The woman pulled up the exact same trip I had just tried to book, and was trying to figure out why I was getting the error message. I was still logged in to my banking site, and saw that a pending charge had appeared. It was for the original booking price of $1541. She told me that the reason it had been giving me an error was that the price was incorrect, and was actually supposed to be $1638.

Never ever believe their promotion like referral a friend or double hotel night because they never fulfill their promotion afterward. You only can use their site as your management tool, but this company has no credibility at all.

I have used Hotels.com for several years. I like their website and find it easy to use and book hotels. What I don't like is the inaccurate record of my completed hotel stays. They offer your tenth night free, but I've completed at least ten nights in the past year and they only show five. I called about this problem once and was told to contact those hotels and get my confirmation numbers. I am not going to go through all that time and trouble! Hotels.com should keep better track of my bookings through their website.

The reviews are pretty accurate and selection is huge. Getting a free night for every ten nights of stays is terrific since they cover so many hotels in all areas that it's not hard to stay in places that meet your criteria no matter where you're going. And many reservations are refundable in case your plans change.

The hotel was fine. But my problems is not with the hotel it's with Hotels.com. I paid $932 for seven nights when I get to the hotel. The hotel charged my $63 extra which I was not aware about. I called customer service. I told them what happened. They were like "We sorry because you were not aware about this" which is too late for me, but they said "We are going to give you $30 coupon" that I can use in a year. I was mad because paying $63 in the hotel was not in my plan. I have used many apps and never pay anything in the hotels.

I am kicking myself for making a reservation through Hotels.com rather than directly with the hotel. I'll never do this again. My friend and I were planning a 90-mile drive for a one-night getaway at the Galt House Hotel in Louisville. The afternoon before, we saw that a large amount of snow was predicted, and we decided that it would be better to postpone our trip for another night. Given this exceptional circumstance, we didn't expect any difficulty. However, the hotel would do nothing for us... They said we needed to contact Hotels.com. It was impossible to do so. You aren't able to talk to a real person, but instead go through Voice Mail Hell. It kept telling me that it couldn't find the details of the reservation, even though it recognized that we had a reservation. I called the hotel twice and they wouldn't help.

Room was dirty and my dog got a serious infection from the fleas etc. Apparently, hotels.com does not check the places they send you to. I will never use this company again. As of now my Vet bill is $300 plus.

I usually start with Hotels.com and then once I get a rate - I check with the hotel to see if they have the same rate. Many times they do have the same rate. If it is the same - I book directly with the hotel.

After dozens of nights stays through Hotels.com, I had a VERY VERY disappointing experience. I called Hotels.com and they recommended the Welk Hotel in Cabo. The cost was $975/night, so expectations were high. The room looked 30 years old, dirty, dark, buggy, stale. It was incredibly disappointing. For $975/night, you don't get maid service! How is this possible? My family was incredibly disappointed. We later found out that another family next door paid 25% of what we paid on Hotwire.com. I would have been disappointed at 75% less. I called Hotels.com 7x to complain. I either was not connected or they hung up on me.

I called instead of booking online due to some questions. I found my hotel online for 266 a night although the hotels.com agent stated their price was higher although they would match the price. I said ok as long as they matched it. He then told me that my first email would be for the higher price charge and the next would be with the lower. I then found out I didn't get the lower price. The agent never told me of a credit, coupon... why would I want a credit when I could have booked it myself online for the lower price.

I have used hotels.com many times last year and gained my "free night" reward. When I learned it was about to expire, I called and spoke to a representative. After holding on the line forever, he came back and told me they would grant an extension for another year. I recently tried to use that reward, but was promptly told it had expired! After being transferred from one rep to another and even call-dropped a couple of times... I finally spoke to a "supervisor". Of course, who can understand these people they hire overseas!? She said something I could not understand and then hung up on me! I will NEVER use hotels.com again!

I book a Queens bed at Hotel Sentral JB through www.hotels.com and instead of getting Queens size bed, I've gotten 2 single bed at the arrival. The lady at the reception straight away told me there is no Queens Bed room and just given me 2 single bed. I was shock and upset. The picture and description saying A but I got B instead. Totally misleading this website www.hotels.com. BEWARE of using big company website like www.hotels.com. I will never use it again. Shame on you www.hotels.com!!! Another thing the website saying I will get room with a view, what view!!! View of construction site on 2 side of the hotel building. Jesus!!! Totally misled! The room is dated and tatty, forget mentioning the rest. Nuff said. I'm going to get noisy construction sound by tomorrow morning 8 am.:'( Shame on you www.hotels.com. I will never use your website again.

I have used them for about 8 years. I have booked at least 80 to 120 rooms with them. At first they were pretty good, but have gone downhill recently. I had a very bad experience recently and I really hope it changes as they are one of the easiest sites to use.

Attempted to cancel a reservation a service made for me a month in advance. I emailed and tried calling to cancel with no response. I then two weeks in advance cancelled it via my credit card and they put it back on after the date. Very bad business. I also received a notification that it was solved. "Your request ** has been marked as solved. To reopen this request, please reply to this email."

I made a reservation by calling hotels.com and when I arrived at the hotel my reservation was nowhere to be found. I didn't receive a confirmation # via email and when I called customer service I was told by 3 ** that they couldn't find my reservation until they transferred me to a 4th representative who was able to find it. My card had already been charged and it was a very stressful 20 minutes when I thought my girlfriend and I were stuck in Atlanta with nowhere to go. In the end it came down to a name spelling error (and apparently phone number and email misspelling too). Finally got it figured out but the overall experience was terrible. I don't recommend hotels.com to anyone. Book it somewhere else.

I would not recommend booking anything through Hotels.com (which is really Expedia). Last two stays I used them and I had reservations issues each time. I almost did not even get the room even though I already paid in full for it a month ago. You do not want to show up to a Hotel and find out your reservation is incorrect and they have nowhere because it is via a third-party reservation. The only way to make 100% that never happens is to book through the hotel. My recommendation is to use the app to find Hotels and reviews and then once you pick one call the Hotel directly and save yourself a possible reservation error. I also found out that many times the price at the Hotel is the same or cheaper when you call the Hotel directly and book through them ensuring that there will be no problems with the reservation once you check in.

I needed a hotel close to JFK because of a 12 hour layover. I used Hotels.com and I checked and double-checked my details before clicking to book. However, moments later when I received the email confirmation, the dates were off by one day. Of course, I had selected the non-refundable lowest rate because I had double checked my details and knew I would need this room. I immediately put in a request for a modification. I received a response back from Hotels.com that the reservation had been changed AT NO CHARGE and the updates were reflected in the email below. However, the wrong dates were still in the "revised" reservation.

The site has mediocre filters. Have to use Booking.com to get the filters I need and then use Hotels.com to book to get my free night as they do not offer much screening for the disabled or laundry facilities. The website is only "fair".

While traveling I got stuck in Atlanta. The airport was so kind to connect me with Hotels.com. Hotels.com set me up quickly with a room for $115 (total cost of stay). Wow! So easy and helpful. When I received the bill from hotels.com, I was charged $131.35. Hmmm... I reached out to them and this was their response: "We have checked your purchase and billing history, the amount that has been charged for your hotel reservation in Hilton Garden Inn Atlanta Airport North is indeed $131.35. For your reference, the room rate is $109.00 per night and the taxes and service fees is $22.35 per night. Our site should have stated the break down of total amount before you proceed with payment on the payment page." I no longer use Hotels.com.

After booking via Hotels.com, I telephoned the hotel for confirmation & was told by Kevin that I had to do an EFT directly into their bank account. I advised Hotels.com sent them a copy of my bank statement as well as the Guest House (with TWO different amounts on the invoice). I telephoned the Guest House & Cornell the owner said that Kevin did not understand the booking system & that she would get back to me & sort it out. (Monday) By Thursday we had been trying to phone the Guest House for days + emails they were not acknowledged, getting only an engaged signal. After booked flights / hired car costs we were worried that they had taken our money & this was a scam. We, in desperation phoned the local police - this angered the owner Cornell & we then received rather rude, irate emails & call back. BEWARE!!! We have still not heard from owner nor Hotels.com re: our money!!!

Having had two conversations with the customer services team and filling in two online query forms reference the receipts generated by the website I have not had a suitable response to explain the calculation of taxes & fees on the invoices - these do not conform to UK tax rates. Hotels.com are paid direct but seem not to have any responsibility for the calculation? Up until 3 months ago the emailed receipts were correctly calculated. As a vat registered client I need accurate invoices to reclaim the correct amount of tax. It is getting to the point where I am not booking any more hotels through the site because of this issue.

I recently used Hotels.com for the very first time. Within 30 minutes of using this site, my bank account was hacked by a company out of the U.K. The unauthorized purchase was made through an Expedia account, which is in the family with Hotels.com. I have never had any of my accounts hacked, and it totally blows my mind that the "security" measures from this company would fail so badly. I will never use Hotels.com, Expedia, or any of the other companies within this family of businesses.

The hotel was an Embassy Suites hotel who I also blame for dealing in such a disreputable manner. Hotels.com and The Savannah Airport Embassy Suites are both guilty of fraud and cover each others tracks by blaming the other party for not being flexible.

When booking Ireland trip through hotels.com website the price was 2 people total $ 2,174.00 ($1,087.00 per person). But could not complete booking so-called hotels.com and was told pay $3,235.74 and submit Best Price Match Guaranty with webpage screenshot that shows my price then they will refund me $1,061.74. SO I DID. After trip I claimed to BPMG. I've reply that says "it is processing" BUT no reply. Claimed 2 or 3 more times and called them finally but they told me they can't find my itinerary number in their system and same answers again. NO more communication possible because they can't find my itinerary numbers. I feel now it's a TRICK.

Hotels.com advised that we could cancel the reservation 24 hours prior to our stay. We did cancel one of the 2 nights 48 hours in advance. We have not received a refund. When called they left me on hold listening to announcements which says that they make refunds within 24 hours, and if I had not received the refund, call our credit card company. They charged me close to 183.22 extra which includes a 40.25 tax and recovery fee. They finally picked up after 15 minutes on hold and end up saying they have no control over what their billing department does.

Booked a hotel through this company, but had a death in the family so I was forced to cancel my trip. The hotel was happy to refund and cancel the reservation without penalty. Hotels.com customer service said the hotel would have to give the refund. Not true, hotels.com is responsible for the refund. Then they said they would have to hear directly from the hotel to ensure that the reservation was cancelled without penalty. Hotels.com customer service has been the worst department I have ever experienced in my life. They will not get any of my business and I travel all year-round.

I was double billed for my stay. Prepaid with this scrappy company and then by the hotel where I stayed because they do not trust hotel.com to pay. So I paid double for my room and when I called hotels.com about it they HUNG UP ON ME. This is by far the worst middle man company. You will save more by calling the HOTELS yourself. Who needs a middleman when they screw you. STOP USING THIS COMPANY THE HAVE NO COMPANY MORALS.

I have been dealing with the worst customer service ever for 3 days! This morning a representative told me the issue was resolved and they were restoring my rewards points and also giving me a free one for my trouble. She assured me the rewards points would show up within 15 minutes. When they hadn't shown up after an hour, I called back and ended up speaking with a supervisor who said nothing could be done.

We had planned our wedding anniversary as usual and decided to visit Curitiba in Brasil. I am an Indian living in Brasil. So we planned and booked our travel plans and decided to stay at San Juan Johnshcer, Curitiba. Unfortunate event happened in my family back in India due to which I canceled my flights to Curitiba and tried to cancel or alter my hotel stay booking with Hotels.com.br.

I was not told of the $75 nonrefundable pet deposit fee for all dogs. I mentioned during a phone conversation with the hotels.com agent several times that I would be bringing a dog with me. When I got to the hotel the desk clerk said that this happens all of the time with the hotel booking sites and it is better to book through the hotel directly. I checked and booking through the hotel was the same price as booking through hotels.com website. Lesson learned!

Worse customer service. I think their customer service is outside the USA. I booked with hotels.com. One of the reservations was not acknowledged by Cosmopolitan Hotel in Las Vegas. The hotel was fully booked that day so they can only have one of our reservations. We decided to go next door to Bellagio Hotel and cancel the other reservation with Hotels.com. Hotels.com does not want to give refund on the reservation that was booked even though Cosmopolitan Hotel admitted they messed up on one of our reservations. They had told us that they will not charge Hotels.com for the reservation but Hotels.com refuse not to cancel and not still would like to charge us for canceling. I have an email from Cosmopolitan Hotel saying they never charged Hotels.com for canceling the reservations. BAD, BAD Customer service from HOTELS.COM. NEVER AGAIN WE WILL USE HOTELS.COM for our company bookings!

I am a regular user of Hotels.com, well that is until now. A few weeks ago I looked on their website and did a research on a hotel in Paris. I never booked, didn't get a hotel confirmation, and I even checked their website as I had a stay before my Paris trip somewhere local in Chicago and it showed that that was my only stay... nothing about Paris whatsoever.

We booked 3 rooms through Hotels.com for a large group to travel to a funeral. When we found out we could stay with someone local, we canceled our entire reservation. Hotels.com only canceled one room, for which we received a refund. We called to follow up and were told "We're very sorry, that is our error. We will refund the remaining $1033.76 immediately." Needless to say, they did not. We called two more times and were told the same lie, never any refund. We called again and were told they refuse to refund the money because the rooms were never canceled!! Right – never canceled due to the error of Hotels.com – not us!

We had booked trip to London. Upon arrival, the hotel tells us, they have no agreement with Hotels.com, so no booking. I call Hotels.com, long story, but I have never EVER experienced anything so unprofessional! I had to be on the phone with them for four (4!) hours, and in the end their solution was - "please book yourself, and we will compensate."

When needing a hotel for two nights while taking a class in Perimeter recently, I made a reservation through Hotels.com. I was excited at the thought of staying at the Crowne Plaza Hotel in Perimeter, as it is one of the finest hotels in the area. When I arrived and attempted to check in, I was told there was no reservation for me for that evening, that my reservation was made for a different date. The hotel was trying to help correct the issue, but the Hotels.com operator seemed unwilling to work with them. They told her there was a room available, that she just needed to change the date on her end. She said she could not do that. She then told us the reservation was nonrefundable.

I have had the worst customer service experience with hotels.com. Zero commitment and professionalism. It's more like a fraud than an actual service provider. I made a booking through hotels.com as a referral from my friend. As per hotels.com email, I was supposed to get a $50 bonus when I would use the link in the email and my reservation is more than $200. With an agent's recommendation, while we were on the phone, I made a reservation of $309, which satisfied all the criteria to get the reward. The agent asked me to confirm the reservation and then he would apply the reward deduction from his end. I had no intention to book if the agent had not assured me the reward. As soon as I gave him the confirmation number, he transferred my call without notifying me.

This is the worst experience I have ever encountered when trying to make a hotel reservation! Customer service was horrible as they continued to put me on hold and even hung up. I could not understand a word they were saying! Please think twice about utilizing this service.

Booked 4 rooms online with Hotels.com in Delhi India. All confirmed with booking numbers and paid on credit card. Arrived at hotel today and it was padlocked and had been closed for 7 months. Have had to stay nearby hotel at over $200 a night per room!! Never again.

I have stayed in 27 different hotels this year and have stayed a total of 48 nights in hotels. I have spend a large amount of money using this website and have an account with them. When I went to redeem one of my free nights it wasn't showing I had any to use from their 10 night get one free program. After calling them they tell me my account is not a rewards account but ask me to log in every time to get the rewards. They would not help me in combining my account or offering me any of my free nights that they could see that I had earned. This being said I spoke to not one American who could speak English. I am very unhappy and will no longer us this company to book and night for a hotel stay. Customers please stay clear of this website.

I have used Hotwire and Booking.com many times in the past without issues. I recently booked two different reservations which I was fine with. I checked my email for my hotel reservations shortly before I was leaving. I found the two that I had booked and then a third for a Hostel in New York City. I have no recall of making this reservation and had no intention ever of staying in a hostel - it was fine when I was I was in college but now I like more comforts and amenities. I called hotels.com on the phone number listed on the website. I talked to customer rep #1 who told me she could not pull up the account because I had actually booked the reservation on tripticket. I hung up there and called Tripticket. The customer rep there told me she could not access the reservation because the record showed I had booked through "Hotel US". I looked it up online and this was Hotels.com.

I made a reservation through Hotels.com for a stay at the Marrakech hotel in NYC for Nov. 4-7th. I canceled the reservation on October 25th which was well within the Hotels cancellation policy. To my dismay on returning from my vacation the credit card that had been left on file for the reservation with hotels.com had been charged the full amount of the 3 day stay. Despite 4 customer service calls a supposed complaint number the final answer from Amanda ** "customer service specialist" is they will not issue a refund to my credit card because the hotel says it did not charge my card!!!

I stayed at the Days Inn on Sept. 28 and 29, 2016 in the worst room ever. The knobs had been taken off the a/c so that you could not adjust it. The carpet was filthy. The water faucets in the bathroom were antiques and did not work properly. The wallpaper was falling off the wall. I left a headphone radio laying on the bed that my deceased father had given me years ago.

I searched for a hotel reservation in Ridgefield NJ while traveling. I was 10 minutes away from the hotel. I went to hotels.com via a mobile phone. Seeing a fairly low price I booked it. When I arrived at the hotel they had no reservation. They searched only to find one made two weeks prior to my visit. I immediately called them and was told because it was a special rate they could not change the date or issue a refund. No such terms or date were visible when the reservation was made. Only when I read the confirmation e-mail was this information presented. The point here is that the search yielded results not for the date set, the fact that it was nonrefundable did not appear, and they refused to rectify the situation by changing the date. This is a violation of contract law. I called them within 15 minutes of making the reservation to inform them of their mistake. My bank even tried to deal with them with no success.

I booked through Hotels.com based on a location of the hotel when I pulled it up in their website. I was traveling. After booking, I pulled up the hotel address on the GPS and saw the hotel was North, instead of South. I called to cancel, and due to the hour, they were unable to refund my money because the manager wasn't in. I couldn't get many answers due to the language barrier; the agent was located in the Philippines. The hotel called me later to tell me they processed the refund, the employee had reached out to the manager. Days later, I still didn't see the money in my account. I called Hotels.com and they couldn't see the transaction so they had to call the hotel again to confirm. The manager wasn't there, so I still don't have my money. She had no way of viewing refunds, and could only process a refund if she could speak with the manager.

I have owned and operated a boutique Hotel for over 16 years and have recently been innkeeping in other hotels. Every time there is a problem with an overbooking issue or an improper charge, the first I say to the guest is "Oh, you must have booked through Hotels.com". Almost without fail it is Hotels.com. My advice is to avoid Hotel.com....they are the worst. Remember the contract you have is between you and your OTA (online travel agency), ie Booking.com, Expedia, Priceline, Hotels.com. Please when your OTA screws up your reservation do not blame the hotel... blame your OTA. It is almost always the middle man (OTAs) that drops the ball. The honest truth you should call the hotel directly to make your reservation. At least you can be sure that there is a responsible party on upon your arrival.

I booked a hotel in Beijing, ibis Beijing Dongdaqiao, last July through hotels.com. I arrived at the hotel with the address shown in hotels.com site and there was no hotel to be found. I was lost and called the customer service several times. They kept transferring me directly to the hotel and it kept getting disconnected. Every time I called back because there was no direct contact number of the hotel provided, I had to explain the situation all over again. After several calls, several transfers, I finally managed to get the address of the hotel and arrived after standing on the street 35 minutes being lost. There was no apology from the hotels.com and they never changed the hotel address that is wrong.

#1 make sure you are completely 110% LOGGED IN. If you are not. Nothing you do will go you to email, app, etc. That is the problem I am having. They say they can take an itinerary and connect it to account LIES! You cannot download account/travel info in other countries (no wifi outside US) without logging in = potentially THOUSANDS of $$$ to log in, in a foreign country. #2 option/advice PRINT EVERYTHING. Every single email you get. Do not get credit card. Do not create account. #3 just don't use Hotels.com... I never will again...

Obviously, I am too trusting a person. I called the number for the hotel, only to be through to Hotels.com. I spoke with a man who gave me the price of the room (which was around $60 or so). I mentioned that I needed long term parking at the hotel and asked if that was available or not. He put me on hold, came back and said that long term parking was around $36 (I think he said it was $7 @ night, except the first night). So, I booked the room with the long term parking at the hotel. Once I got to the hotel, I was charged $11 for parking and was told that parking isn't paid through Hotels.com and I should have called the hotel directly. I called Hotels.com to request a refund and was only offered an $11 refund for what the hotel charged me or a $30 voucher (good for one year) at any hotel listed through Hotels.com. I'm not about to book through them again because they charged me for parking that I had to pay for at the hotel.

I usually book all my hotels with Hotels.com but their customer service is horrible. I had to speak to 4 representatives to try and get problem solved only to be told that I have to do it, and they will walk me through it.

They are corrupted. Even when you call them they say yeah we are going to save you money. Then when you get to hotel they charge you the resort fees etc. and you end up losing money. Their customer service is a bunch of cold-hearted robots because I called up with this complaint and they have no sympathy and did not even admit their fault.

I didn't know when booked my hotel reservation was through this retarded company. I book Nova Platinum Hotel for Jan but wants to change so I called the hotel directly but the hotel associate told me to call Hotels.com since the booking was made by them. STAY AWAY FROM THIS COMPANY OR YOU WILL BE VERY SORRY AND KEPT YOU WITH NO CHOICE BUT TO DISPUTE THE CHARGE.

I booked a hotel at Montauk which I wanted to change to another hotel. I contacted the Hotel who claimed I can change the date if I reported before two days for arrival. I tried to change the date, but no luck. Hotels.com has suggested that they would take care of it and guarantee a change of date to avoid losing my money spent at the hotel I initially reserved. After all the two weeks trying to get the date changed, Hotel.com came back with an email that no change of date can't be done. I called back and ask for a change of date not a refund, and Hotels.com refused to help. I lost $766 due to their lack of cooperation. I spoke to the service person, and they stated I can change my hotel and they will take care of changing the date to the original hotel. They failed to comply and I lost all my money. I am writing this review as I was totally disappointed that they didn't comply to the original commitment.

I used to always use that service for my hotel bookings. Lately I have noticed that their main focus is profit at the expense of customer service. I booked a hotel through them hoping to use 1 free night I have accumulated with them. After I was done booking my reservation I realized that it didn't account for my free night which would have cut my cost by half. So I called them on the phone only seconds later to rectify the matter. They told me that according to the policies of the Hotel I was staying at cancellation was not permitted.

I belong to Hotels.com and I am extremely upset with them. I booked a hotel in Canada and went online to my bank and they charged me in USA funds. So the hotel cost was $94.46 plus taxes and I was charged $149.57. I called them immediately and there was nothing they would do. You would think since the Canadian dollar is much lower than the US dollar that I would be charged less in USA funds. My friend booked the same hotel for the same night and was charged in Canadian funds for the $94.46 plus taxes. I told them to cancel the reservation and I would rebook directly with the hotel, but unfortunately the hotel would not let me have a booking as they were full unless I booked for 2 nights, now online it says I must book for 4 nights. What a ripoff. I checked my bank today and I did get a refund but because of the low Canadian dollar I only got $142.01 so again I was ripped off. Will never deal with Hotels.com ever again.

Our company has booked 16 rooms through the Hotels.com, but we was overcharged. My colleague contacted them (both Hotels.com and the Comfort Inn Manchester) for nearly one month, the Hotels.com asked us to email the hotel, but the hotel has no reply until now! My colleague spent 50 pounds to make the phone calls, and much time to email them in the past month. Until now, the hotel.com even didn't reply us. Customers trust you, then booked through you. You should not just take the commission, but do nothing! I think you should have the responsibility for both the hotels you advertised and the customers! It is really an awful experience we met.

I try to book for a room in Munich and do a search on google. So it came out a few links about hotels in Munich. I click on one of them. It display the hotel close vicinity to the central of Munich with great price. It was Royal Munich hotel which I am interested to book. It indicate I can book through hotels.com with hotels.com link provided for me to click on it. Once inside hotels.com, I selected the date from 7th Nov to 10th Nov and click the book button. It indicate the price as I need but the date was changed to 6th Nov to 7th Nov without me noticing it as I thought I have already indicated my date to stay. I proceed to the payment unnoticed the date has been changed without my acceptance. Payment go through and while I process to print my itinerary I found out the date has been automatically change to 6th Nov check in and 7th Nov check out.

I booked with them but when I arrived after eight hours of driving they couldn't find my reservation. A quick conversation with the hotel let me discover that they had booked it for the next weekend and there was a cheerleading convention in town. Not only did they have every room at my hotel booked but at the surrounding hotels as well. The person working the front desk knew *before even looking* that I had booked with hotels.com. She informed me that it is a regular problem. If they are booked up then hotels.com will book you for the next weekend. Then they try to upsell you an exorbitant last-minute room when you call too tired from your trip and away from a desktop where you can find an easier solution.

I have been using Hotels.com for several years. After requesting a price match that the hotel agreed to honor, and having to deal with Manager whom I believe is named Maury. I will not longer be using Hotels.com. They try to scam people and do not do what is best for the customer. They have major system issues that prevent them from doing what the actual hotel can do which ends up costing the customer more money. They waste your time with multiple client services reps for no reason. Overall, after this experience I am done with Hotels.com.

I had to cancel the booking of a room at La Quinta Inn & Suites Sunrise Sawgrass Mills (Sunrise, FL) and I requested the refund of the amount I had paid. They sent me, by email, a refund receipt. But such reimbursement was never paid. I contacted my bank manager; she opened a claim on the case, but the investigation by the bank proved that the refund was never made. I got in touch again with Hotels.com, and they sent me the receipt again. I'm right in the middle of this dispute between the bank (Regions) and the hotel (Hotels.com) without receiving the money back.

I have been using Hotels.com for many years without any problem. I collect 1 free night for every 10 nights. Their prices are always very good. I am very surprised when I read too many complaints about this company. I am very satisfied with the company.

Booked thru this awful company for a date then needed to change the date, which is permissible, only problem being that they make you call their service number. Held for 40 mins then hung up having spent half the cost of the room in phone calls. This has got to be a scam so they screw money out of even your calls to change a booking or complain even.

I booked a hotel thru hotels.com. Got a confirmation. My wife called the day we were supposed to check in. They did not have our reservation under our name or the hotels.com confirmation number. We were lucky they had two rooms left. Called Hotels.com customer service. They called the hotel and they said they did have the reservation and they canceled it. We will never know but I suggest you double check any reservations you make with them.

They cancel reservation for no reason. Hotels.com should be zeros.com. They are the worst thing in existence. You cannot trust that your hotel will be there when you get there. At least my first time I found out before I left, I had to re-book it at a much higher cost for the same room. They offered me a free day next time I booked. Later I re-booked, no such thing as the free day promised. Contacted them and they have no recollection of this free day. Don't trust them. They lie, and are a very unethical company. Not to mention they overrate the hotels by a couple of stars.

Ordered 3 night stay + 300 deposit for a hotel in Destin. $646.85 in total. Nice pool, but dated property. It was a decent stay, but the only staff was the front desk as they were in the off season. Overall, it was a good experience until 3+ weeks later I never received my deposit back. Contacted Hotels.com on Saturday. They said I should have it by Tuesday. As they contacted the property and the management was out. I was starting to get a little nervous as many of the condo units were for sale and I start wondering if this is a scam.

Hotels.com refunded my money after I got the hotel to allow a cancellation of my reservation (since they wouldn't let me change it from 6 nights to 4 nights). Hotels.com didn't use any leverage to resolve the issue but I was able to get it done and Hotels.com simply processed my refund.

Made a booking 4 months ago, at least I thought I did. I never received a confirmation email of the booking. A few months later, I remembered about the booking I "thought" I had made, as I had it scribbled on a piece of paper. So I thoroughly searched my email, and no record appeared. Checked deleted items, junk email etc... no record. I logged onto Hotels.com and typed in my email as if I had forgotten my password. It said if I had an account, it would email me a link to reset it. No email ever came. I did it again, and no email came again. So, I assumed I must have dreamt making the booking. Some added context - I usually always use Booking.com to make bookings, so I thought must have just looks at Hotels.com and not made a booking.

I use lots of hotel booking company but have never been charged same day??? Then 3 weeks before my reservation tried to cancel but they offer NO REFUNDS!!! UNHEARD OF!!! NEVER USE THIS COMPANY AGAIN!!

My wife and I recently completed a two-week road trip which included five nights in Rapid City, SD starting on 9/27/2016. The hotel we reserved in Rapid City was Country Inn & Suites. Having stayed at other Country Inn & Suites in the past, I confidently booked the stay weeks in advance. This turned out to be a mistake as this property is not well maintained. The entire first floor has a unpleasant musty smell of smoke and mold. I expressed my concern at the time we checked-in and was assured the hotel was completely non-smoking.

After I made hotel reservations through Hotels.com, I chose to pay upon arrival. My reservation was for two nights. On the day that I was to go to my destination, the trip was canceled. Unfortunately, the time that I made the call was after the minimum time allowance. I knew that I was going to be billed for one night and that was to cost $132.45. I was fine with that. However, imagine how shocked I was to see $264.90 taken out of my bank account. We contacted Hotels.com and they said the hotel did it. We contacted the hotel and they said Hotels.com did it.

I booked a room, paid for it in full, but the hotel had no record of it when I arrived and they had no rooms available. There were no rooms within a hundred miles. I just wanted a refund so I could drive another hundred miles and find another room. Foreign customer service person kept asking me if I wanted to cancel my reservation, and if I did she would have to get approval from the hotel manager or there would be a one night penalty. She could not understand that I did not want to cancel, that I wanted a room, or a refund. She had a very thick foreign accent that I could hardly understand and I will NOT be booking through hotels.com ever again due to the poor customer service, poor communication and vast disappointment.

I made a reservation using Hotels.com to stay in a hotel OCT. 7th. I called them to cancel my reservation on Oct. 5th (The actual hotel accepted full refunded cancellations up until 4pm on OCT. 7). Their phone system found my reservation and asked me to confirm my cancellation which I did and said that I should expect a refund in 24 hours but that it may take the bank up to 3 days to post it.

I still can't believe this happened to me this week. I booked a room in Chicago through Hotels.com, I needed a place in the Chicago North Loop. I got a confirmed room at "Corporate Suites in the Heart of Magnificent Mile" for $142. The address on my emailed confirmation was "East Ohio & North Michigan Avenue." Shortly thereafter, I got another emailed confirmation from a different hotel at a different location. This confirmation showed the same $142, but also added a $95 per day room cleaning fee!!

I booked my trip to the UK using Hotels.com. Everything seemed to be going well until I tried to make a change to one of my bookings. Rather than arrive on the day I had planned, I wanted to arrive two days later but still check-out on the same day. When trying to make the change online, the site told me that needed to speak to a representative to make that change. Mind you, I was in the U.K. and making that call was costing me $1/min. The representative told me that the hotel was completely booked and he couldn't do anything for me. I said that it shouldn't matter if the hotel is fully booked, I already have a room. He said that to make the change, he has to cancel my booking and then rebook it because the hotel was fully booked, it wouldn't allow him to make a booking.

If something goes wrong you may not get reimbursement. I should have read these reviews first. Very very business unfriendly. They incorrectly made out the invoice and after 3 days and 10 phone calls decided that they could not change it. As a result I will not be properly reimbursed and am personally out the money. Their customer service is of no use.

I booked a hotel reservation & tried to cancel < 6 hrs later due to a cancelled trip & was told that the cancellation fee was the amount of room rate, even though it says Free cancellation on website! I will Never use this service again; total RIP OFF!

Had a really unpleasant experience with Hotels.com. Made booking for a hotel close to West Lake in Hangzhou, China on a Friday and on Monday when my friends and I arrived at the hotel, was told there was no reservation made despite being sent a booking confirmation email from Hotels.com! Called the website and after some time, was put up at Holiday Inn as the previous hotel was at full capacity. Had to spend money on taxi again to go to Holiday Inn which is really far from West Lake and has nothing within its vicinity. Holiday Inn is nice but we lost so much time and money travelling back and forth to the hotel. Highly doubt I'd ever book anything with Hotels.com anymore!!

I booked a room last night at 3am last night because my husband and our 5 children had to evacuate from a category 4 hurricane, worst one in our state's history. I booked a reservation and paid over 600 dollars for a two night stay at the Reunion Resort in Kissimmee. We drove 3 hours to get there after packing the car and securing our house. We arrived and were told at check-in that they didn't have our reservation and were out of rooms and had to tell many people that and turn people away.

I live in Canada, have a Canadian Credit Card, booked a Canadian hotel through Hotels.com online for work, last minute, received the provincial government employee rate, reasonable rate 143.46 for 1 night. When I reviewed my credit card statement the charge was 193.02 Canadian. When I called Hotels.com I was on hold for at least 45 min, after being disconnected when I asked to speak with a supervisor. Hotels.com explained the discrepancy by stating that they charge in US dollars and that is fine but when I looked at the top of my web page it said CAD funds, and nowhere on the receipt I was sent or the recent activity page for my account on Hotels.com does it say the charge was in USD funds, but the supervisor told me he can see I had chosen the UD currency.

Never ever book a room thru this website. Horrible customer service and their guarantee is nothing but BS. We booked and paid in full a room/apt that came with a kitchen on July 14, 2016 for a weekend in San Diego. We received another email confirming our reservation on Sept 25th which was 4 days before the trip. The email also stated that our reservation was guaranteed and paid in full. We were just arriving in San Diego when we received a call saying that they overbooked and we no longer had a place to stay. We literally sat in a parking lot for 3 hours waiting for hotels.com to find us another room.