Hotels.com Reviews

We booked a hotel in Porta Delgada Portugal with Hotels.com for one night. Due to a flight delay of one day by our airline we were not able to keep our reservation since the hotel required us to be there by midnight or they would cancel our reservation. I called hotels.com from the airport who called the hotel. The hotel told them that it was not a problem due to our extenuating circumstances. Hotel.com then booked us a room at the hotel where we were staying the following night since we could get there later and we were staying there the next day. We got a confirmation email from hotels.com that our reservation was cancelled. I then got an email 3 days later that the hotel was going to charge us anyway. (They booked us for two hotels in the same night and got paid for both.)

I made a reservation today on Hotels.com for The Painted Buffalo in Jackson Hole hotel for 10/14, prompted by "free cancellation" in green type next to the price on their site. When the confirmation email came, it said something ENTIRELY different: that I would lose the 1st night's fee for ANY cancellation from today on. So I immediately called to cancel (within 2 hours of when I booked). They said the Hotel insisted on two $15 "processing fees". Under protest Hotels.com did offer their own $40 voucher. Fair enough - but still VERY deceptive and keeps me spending $ with them. Never again.

They screwed up my booking so I didn't have a room when I got there. Had to book another hotel. Charged me anyway. Refused to respond to me. These people are low lifes. Straight up criminal. Avoid at all costs.

I booked a hotel room 9 months in advance for my son's college graduation- the most important event in my family's life. Hotels.com sent us a confirmation number- I thought we were set. When we called the hotel to ask a question about the reservation, they had no record of it at all. It is now too late to rebook anywhere. The Hotels.com rep said there was a "computer glitch." Don't EVER TRUST THIS WEBSITE FOR ANYTHING IMPORTANT IN YOUR LIFE. Please.

My family and I used this site to book hotel in Aruba. We book July and our trip is in November this year. The airline canceled the original departure's date and we need to fly a day later. We called every part involved (hotel, car, and hotels.com uk) to explained the unwilling changed. Every party involved, but hotels.com uk agreed to refund one day because the change was our desire but hotels.com uk informed us that in order to do it, they need to book us again and subtracted one night but we need to pay more money??? The person that represent the company and told me that she was the higher level to speak with. "Sofy" had no intention to help us or refund any money, instead she wants to charge us more???

I got an unsolicited email from Hotels.com for their service of finding a hotel room at discounted price. I booked a room with them for The Winds Resort Beach Club in Ocean Isle Beach, NC on 7/29/16 for 9/11/16 to 9/15/16 for 145.00 a night. Hotels.com immediately charged my credit card for $671.80. I called Hotels.com about this and they stated the place I was to stay required upfront payment and if I changed my mind, my credit card would be credited.

This is a bait and switch operation. I entered the dates for my stay in September but when I completed the reservation, the date I booked was in October. Of course, the room rate was none refundable (that should have been my first clue). I had to call Hotels.com and go through the hassle of getting my date changed and, of course, it was at a higher cost. Bottom Line? DO NOT use Hotels.com!

This is my experience recount from our recent travel booking with Hotels.com. I had booked a hotel stay with Hotels.com from our stay at the Luxor Hotel in Las Vegas on Aug 26, 2016. We originally booked the room with the hotel at a rate of $95/night. However, a couple of days prior to the stay, I decided to check the rates for the rooms and found that the prices had dropped to $75/night. I had checked these rates directly on the Luxor website. I then decided to make sure that this was the actual rate on other websites, in particular on Hotels.com so as to eliminate the possibility of a discount from directly booking with the hotel.

In mid-July 2016, I used Hotels.com for the first time. I reserved and paid for my first 3 nights at a hotel in Puerto Ayora on the Galapagos Islands. I picked the room with a detailed list of the hotels amenities, photos, maps and check-in information, etc. and I immediately received a confirmation notice in my inbox with a reassuring notice that read "Your reservation is guaranteed and all paid for."

It is obvious Captain Obvious do not work here! I tried over a month with phone calls and emails with Hotels.com to change a reservation. When I called they would say they called or email the motel with no response **! When I contacted the motel it took less than 12 hours for a very courteous response, the motel was trying to help all they could. But motels.com would not let the reservations be changed. It would take motels.com 10 days to respond.

I booked a hotel for Malaga, Spain through this site. It showed me a list of hotels with the prices in euros but as soon as my name, address, credit card number were introduced my card was charged in US$(!!), without asking for confirmation. No, my card is not American, it is a Spanish MasterCard issued in Spain. I had calculated approximately 228.00 euros, I got charged 365.00 euros.

I had a bad experience with this multinational internet-based company whilst on honeymoon in Spain from UK. We had booked two night's accommodation in Madrid to complete the trip. The day before our departure for Madrid from a rural part of Spain I received a text informing us that the hotel was unable to honour the booking, and giving a premium rate number in the US. I spent an hour talking to an operative in Arizona (I think) whose first language was not English trying to sort an alternative.

Hotels.com seemed great, until we got to our hotel! The photo showed a lovely place, what we found when we arrived was old and tired looking. That wouldn't of been much of a problem, although disappointing, we were only staying one night, before leaving on a trip overseas. Our room was fine, but it became quickly apparent that the sink and shower were both plugged, to the point that neither could be used. We had come in late, and the desk clerk said it couldn't be fixed, but the manager said they'd give us a refund. We were too tired to go somewhere else, so we stayed, confirmed the refund the next morning and left for our trip.

Description of property location were, "near beach", with a picture taken at an angle to suggest next to the beach. Hotel Hermosa is at least a mile from the beach on a huge hill making walking there extremely difficult. The ocean view largely consisted of scaffold, back/sides of apartment buildings. The room booked was unusable due to very narrow steep spiral staircase that my wife could not navigate due to her arthritic hips. They moved us to a cheaper room but Hotels.com refused to change the price from the more expensive room. They would not let us cancel either. Hotels.com customer service transferred us 6x before hanging up on us. We found our room being listed by the hotel website at about a 10% discount from Hotels.com. Hotels.com refused a refund of the difference. Hotels.com is rivaled in poor customer service only with utility and government customer service. The room also smelled of stinky feet.

The entire operation is filled with crooks and liars. We made a reservation and paid in advance for 2 nights in what turned out to be a super-subpar motel in Wildwood Crest, NJ. The room was beyond gross and when I sought help from the site, they proved to be useless and extremely duplicitous. The phone operators offered me a $200 voucher to offset the expense of moving to a clean place even though we spent more than double that amount. And when it came time to use the voucher, it turns out there is an exceptional set of rules and ways to use the voucher rendering us with NO refund, NO option except to pay for the 2 nights in ANOTHER hotel. I am beyond furious and feel the only one who benefited from this deal was hotels.com. There are so many places from which a reservation can be procured. AVOID HOTELS.COM AT ALL COSTS!!! (I would give them zero stars if that was an option!!!)

I saw one Bangkok hotel advertised 1 night for MYR 195 for a family room and we decided to stay for 5 nights. We have 5 people over here, so I thought I get a cheap deal. When I entered the credit card information, it didn't stated how much is the total price. So I just clicked and book the room. But once the room is booked, the total price they show is big different from what I calculated.

On August 3, 2016 I took a trip to Las Vegas Nevada and stayed at the Palazzo. Hotels.com sent me email after my stay to rate so I did. My rating about hotel wasn't so good. I had bad experience with housekeeping customer service and the front desk. I called for extra towels they never came. TV remote didn't work. Called. No one came went down to front desk. They had someone come up. They confirmed remote was bad but they never brought a new one. Wrote all that in my review. Was about to book a hotel again through them and I saw my last review it was completely changed. It said I rated them excellent and the review that was posted said. "I recently went on a trip with my wife. Excellent experience. Front desk service was excellent and very helpful and nice." Their words not mine. First of all I'm not even married. Really disappointed that they would do something like that. I travel a lot and will NEVER use them again.

Booked a hotel several months ago through Hotels.com and then cancelled booking one month before date of arrival through Hotels.com. Received a confirmation notice but hotel charged me anyway because they said Hotels.com never notified them of the cancellation. Went back and forth for over a week with the hotel and Hotels.com only to find out they never did notify hotel of the cancellation. Every time I tried to call it was a joke and the communication through email was a joke!! They finally just started ignoring my emails! I can't believe they are in business! NEVER again. I will use CheapTickets.com from here on out. Can't something be done??

Requested rooms be oceanfront and adjoining this was a family celebration. They tried separate the group putting us on different floors, and after complaining to management they had found rooms on the same floor. The pools had green algae, black mold, and peeling paint throughout. When I complained about the pool, someone came out to scrub the green algae in the pool while people were swimming in it. The lounge chairs had bird droppings on them, and one room smelled like cat urine. The carpets, bathrooms, and shower areas were dirty and had mold on the floors and on shower curtain. The sheets and blankets had holes in them. The balconies were unsafe, the railings did not even connect to the wall, and concrete was broken, cracked, and showing rebar. Phone did not work, and rooms keys kept failing, and frig wouldn't stay closed.

I tried to book a hotel through the hotel.com website and was not sure the booking was successful as I was not sent any email confirmation. Needless to say I was charged for the booking! Despite not receiving any confirmation, how would I have checked in to the hotel with the booking details? Customer service was unhelpful. They agreed it was their computer system error but refused to refund me, suggesting I try the hotel directly. I believe this is unethical and am looking into small claims, as this seems to have happened to many customers.

I book a hotel in Hawaii on Hotel.com at an advertised price of CDN$261.94/night for 6 nights for a total of CDN$1571.64. When I looked at my credit card statement it indicated CDN$2081.27. This is US$1571.64 x 1.32. Hotel.com had not converted the CDN$1571.64 to US$ and passed the US$ charge to the hotel. The hotel told Visa US$1571.64 and Visa charged me the currency conversion rate. Not the hotels fault. Despite a long conversation with Hotel.com they were not willing to admit their error and said there was nothing they could do. Very poor way to do business. I will not use Hotel.com again.

I would never use this company again. Not only did they cancel my booking without my knowledge, we had to pay an additional $100 for a room that literally had the shower next to the bed. Customer service is a joke. Policy is a joke, nothing is clear print and you get no results when filing a complaint! Not even a discount for your next trip. Nothing but an apology! First and last time I use this site! STAY AWAY! NOT WORTH IT.

I called hotels.com customer care because their help's description of how to book a free night left me with several questions on how to do it. I called customer support and each time I asked a question, was put on hold for several minutes. The fellow would then come back and read some instructions to me for navigating their site, but the instructions didn't always match what their site has. I ended up not getting any questions answered after spending 32 minutes on the phone with "Mike" from customer support. At that point we got disconnected (I believe this was a cell phone dropped call, not that he hung up).

Asked for room on August 18-19, 2016. The dates were re-set for September. Also, the site stated that the hotel we chose was pet friendly. Upon calling said hotel, we found this to be untrue. The site failed to correct the info. We were out $83 due to this site's problem, not ours. I was blamed for putting in wrong dates. I did not do this. I would not care about this if I had not read several other reviews just in the past two hours where the dates had been changed without people knowing. Yet, this site asks you how they did. Well, this site sucks! Like I stated before in the direct review to the site; would you buy something completely blind? If a car didn't work, never will, and did not come with 4 tires, would you still want to be charged? Well, this site doesn't care if you lose your money.

I booked a room at the Red Lion Hotel in Federal Way WA. 20 minutes later we walked out because the room was unclean and smelly. We left the hotel and went to another hotel for the night. On our way to finding the second hotel, I called Hotel.com and explained that our room was horrible and I could not stay there. They said to dispute it with our credit card company. Our credit card company said our card transaction were clear enough that she could tell we did not stay at the Red Lion Hotel that night. We received a letter today from the credit card company stating that Hotels.com is still going to charge us for a room we DID NOT STAY IN! This is very poor customer service. We have now canceled our account with Hotels.com because they do not stand behind the hotels they represent.

I booked a room in Reno in August for September 2, 2016. They immediately charge your credit card while on the phone with them, when booking the room I received no verbal advisement whatsoever that there would be a charge if I decided to cancel, as luck would have it we had to cancel less than 24 hours later and then they indicated that there would be a $25.00 charge when doing so? It's not the dollar amount. It's the point of charging me less than 24 hours later. They say that it mentions this on the reservations, true but it mentions that on the confirmation AFTER YOUR RESERVATIONS ARE ALREADY BOOKED.

The week of 11 Aug 2016, my family stayed at Founders Inn in Virginia Beach. This may have been a good hotel at one time -- not any more! The first room we had to be moved from because we could not get out of the room! They said it required re-keying but when Grandmother tried to take the kids to the pool -- she could not get out of the room. Good thing there was no fire! We were told maintenance man said it could not be "plained" anymore so we had to move.

First when making your reservation through hotels.com, they will ask for your cc number to hold the reservation, but then charge the full, non-refundable amount to your card, because they are giving you a "special" price. Well I can assure you that in our case, Hotels.com was actually MORE expensive than booking directly with the hotel. When I called hotels.com to ask them why this was, they said they would give me a coupon for $25 towards future bookings. I asked them to just refund my card, and they refused. I asked them why would I use you again, if you are the same, or more expensive, than dealing with the hotel directly? They couldn't answer that. But they refused to price match or refund my card and instead I am supposedly supposed to get a $25 coupon, which I have not yet received, doubt I will ever receive, and probably won't use anyway.

Hotels.com is a scam. They promise you a free night after 10 booked hotels, but the nights expire. They don't say that anywhere. They also don't respond with problems, so beware that if you have a problem with a reservation they won't ever respond by email and good luck getting through by phone. I won't use them again and I think you shouldn't either.

I was offered a 88$ rate for that ugly hotel in Rimouski QC Canada. I took it for 2 nights and was charge 163$ per night by Hotels.com. They never replied to my complaints and requests for a refund. After 10 night booked using their website, I'll use my free night then: good bye Hotels.com for ever.

Incomplete information provided by Hotels.com led to erroneous charges.

I am the complainant company in this case registered under Companies Act 1956 holding the name ** engaged in construction and development of real estate properties in the state of Goa. It has a good market reputation for its customer satisfaction, quality, and ethical practices. The complainant visited London to participate for an exhibition at Olympia Exhibition Centre for which he booked the room in Access West Kensington Richmond court North End Road London, W148SB, GB 4402037634638 through Hotels.com paying Rs.89,785.37 as it was very close to the exhibition area. However the address given and location shown on the website while making the reservation was different from the place where complainant actually stayed. The actual apartment location where complainant stayed is much far than the false marking done on the maps.

On July 15, 2016, my family and I drove to Leura, Blue Mountains region of Sydney, NSW for checking in Leura Camellia for 2 nights. The reservation was duly paid and confirmed via Hotels.com around 3 months prior arrival. By the time we arrived at the property around 5 o'clock evening and the daylight was getting dimmer because of winter, we were all taken aback that there were none of human's signs and the cottage was locked and out of light. We just managed to peep inside of the house through window. Some beds and furniture were there. It just looked like nothing more than a civilian house. I knocked on the door and walked around the property for many times. Still nobody around. Finally we met a woman who was walking dog and asked her if that house was a hotel or a lodge for tourists or not. Her reply shocked us a lot that "There were nobody living inside for months!"

I've had to follow-up on the phone 3-4 different times, after I emailed in all documentation (screenshot of better competitive price, receipt of my actual stay) to get my Price Match. Each time I'm told the case has been escalated to support and I should be getting the refund within 3-7 business days. I still have not received the Price Match. Demand to speak to a supervisor and complain about the service. They will give you a voucher for a future stay for your troubles.

I booked my reservation through Hotels.com to Caravan Inn motel which is 2 and 1/2 star. I reached hotel at 10.00 pm at night, the receptionist (family means daughter and dad) said that "We didn't get any reservation from Hotels.com and there is no room." After I argue that at this time, where I will take my family as I booked family room, he said that I have one two queen size bed room and he will put another queen size bed and adjust or cancelled your reservation. I was shocked and I don't have any other option to take that room. I spent at least 2 hours for these and I missed lighting hour at fall for which to see we went there. The room is smelly and has bugs also in bathroom. My children didn't get good sleep at night.

I booked a loft through Hotels.com for the night of August 3rd. They advertised the price as $204.00. They said it was non-refundable and I was okay with that. Immediately, after I booked, I was sent an email saying that I was paying $296.99. I called them immediately to inquire about the $92.99 in charges. I told them that I knew that $26.52 was going to be for taxes, but I was unclear as to why they were charging me an extra $66.47. The operator told me taxes and fees. I read him the following that was on their website for this rental: "A mandatory cleaning fee of CAD 42.86 and a transaction fee equal to 10% of the cost of room rate are included in this propertys rate, as displayed at time of booking."

I got a hotel booked without ever confirming it. I did not click ok to anything and they still charged me. As a matter of fact I had booked another hotel unaware of the fact that they claimed I had booked this one. When I tried to change the booking they said it was impossible and the customer service was really bad and I never got to talk with someone who could make any decision. I will NEVER use hotels.com again.

So I'm headed to Iceland and found a nice family room for two nights. Booked it on HOTELS.COM with "saver" rate - it means you can't cancel it. I'm good with that since I have no plans to cancel it. But something made me call the hotel, and I was told "Sorry, the room is booked on the first night. We can only give it to you for one night." I told the hotel that I booked it on HOTELS.COM and it *still* showed available. The reply? "Oh they do that a lot, I guess something is wrong." So she manually booked me for one night. But now, HOTELS.COM says they will not give me a refund because they can't get a hold of an approver at the hotel. WHAT??? I emailed them back saying "GUARANTEE that I have the room, and I'll be happy to pay." I started credit card charge reversal process. I will *NEVER* book on HOTELS.COM. What good is it if they book rooms that are *not* available??

I will never use them again. This is the second time that they have charged my card without my permission. I paid for one night and they charged my card days later for another night's stay. I've had to file a dispute/claim twice to get my money back through my bank. When I called they acted like they had no knowledge of the purchase. I did receive both refunds but it is a headache when you have to call back and forth so to avoid it all, I will not be using the service again!

I made a reservation using the phone app and realized I entered the wrong date. When I realized the error, I tried to change/correct the date through the app but the reservation could not be changed. I then tried calling the company via EVERY phone number available on their website. I have a call log that shows 16 times. One time, I waited almost an hour. No one ever answered the call. Then I called the hotel to correct the reservation. They said they could not access the hotel.com reservation to make any changes although they were able to confirm the reservation. Finally, I cancelled the reservation through the phone app (remember, I could not correct it via the app?) and hotel.com charged me 179.00 USD!! I have to go to the bank now to argue the charges. Any hotel that "goes to bed" with hotel.com should be avoided. And absolutely, do not use hotel.com. Book directly.

The website says that they will price match for the exact days of stay if found on other websites. I found a cheaper deal (35% cheaper) on Lastminute.com which was exactly for the same hotel, same type of room, with breakfast included and on exactly the same dates. The supervisor of Hotels.com couldn't price match and could not offer the same deal. Hotels.com Best Price Guarantee is just false and is misleading for the customers.

After a 17 day business trip traveling between 9 different cities in Taiwan and China, I learned that there was Typhoon approaching Hong Kong and scheduled to make landfall the day of my departure (August 1st) back home. The last part of my trip was in Houjie, a small city 2 hours by car from Hong Kong. I've been traveling to China for more than 10 years and I always take the same flight from United Airlines at 10:25am to Newark, so rather than starting a commute at 4am to make my flight I typically travel to Hong Kong the night before and stay in Regal airport hotel (I have done this at least 25 times).

To all my friends who travel, do not use hotels.com. I cancelled a room I had well over 24 hours in advance and received my cancellation confirmation. So when the hotel charged me as a no show, the customer service rep could only offer me a coupon for future booking. Unacceptable!!! I will be plastering bad reviews of them wherever I can. They are not taking care of their customer when I have used their services often. Never again.

My husband booked a hotel in LA, near Disneyland, via Hotels.com, 1 week prior. Took a vacation time from work, packed kids, a lot of stuff. When we were about to leave for LA, 10-hour drive, a guy called us and said "Sorry, we don't have any room available for you. There are some mistakes that occasionally happen through that site. We didn't have any rooms available on those dates in a first place". Ugh. Never ever going to use that site. Unreliable. One hard lesson is enough. Will call/email/or book hotels directly within their sites, or via trusted sites!

I booked a non-smoking room for 2 days online. When we arrived we were told our booking said smoking room. We are both allergic to smoke saturated carpet and curtains. We required a change to a non-smoking room. We stayed on the phone with Hotels.com for 30 min and their hands were tied because Days Inn would not honor the change without us paying $100.54 extra. That's the final straw. This is the third time in the past 3 months that Hotels.com has FAILED US. We "DO NOT RECOMMEND HOTELS.COM". Save your money and peace of mind. Use another service and avoid Days Inn Castaic Lake. It is a well-camouflaged dump.

Last year had booked 19 nights with Hotels.com. On booking of 10 nights there was one night free which one could redeem, within one year. When I tried to redeem my rewards night, they say that their tie-up with the hotels no longer exists, hence they cannot redeem the free stay I am entitled to. Is that my problem??? They had promised the rewards and don't stand by the rewards promised. In fact since I had nineteen nights I was planning to book one more night with them so that I would gain one more free night. So I calculate my loss with #hotels.com as almost 16000/- sad how they can get away with all this...

The booking from Hotels.com was booked on the wrong date. The reception desk guy could not find my reservation. And then we realize that the date is wrong. The guy at the front desk finally told me that I have to cancel the Hotels.com booking so that I can get the room directly from Microtel. I mentioned to that desk guy and he said he will make sure that I don't get charged. I called Hotels.com immediately to make sure if it's going to be refunded. Hotels.com agent talked over the phone and everything according to plan and they are going to refund my money overriding the booking if I directly book from the hotel that night. So I did. But they both lied. They charged me twice. Do not Use HOTELS.COM and Microtel ever. They are scums!!!

Three of my Hotels.com reservations were "lost" in their system. They could not access them, nor could I on the website. That means I couldn't change or cancel any of the reservations, even if they were refundable. The customer service was horrible! It's impossible to get a person on the phone system. Three times I was told they would call me back and no one did. The agents did not speak English well and were hard to understand. They took no notes, so I had to repeat the problem every time I called. Two managers told me they didn't know how to fix the problem and offered me no solution, no refund, nothing. I will NEVER risk this again. What a stressful experience! Use a different agency!!!!

Shopped carefully for best deal. Accepted offer without looking closely (my bad eyes). Rate is over $20 higher than I expected. I checked the hotel again for the same days this coming week. $21 cheaper than I paid. I think they did a bait and switch. I am very displeased and will never use them again.

I booked the Embassy Suites hotel near Monterey, California with Hotels.com. I received both an original message and a message the day before my trip indicating that my hotel was confirmed. When I arrived at the hotel, the hotel had no indication of my reservation in the system at any point in time, and told me the hotel was full. I called Hotels.com and they placed me on hold while they contacted the hotel. I was then transferred to a different customer service representative in India who told me I would not be able to stay there despite my "confirmed" reservation. He looked around for other hotels in the area but he told me everything was booked. He then started searching distant cities far from where I was at for hotels.

What is this world turning to? I took my family to San Antonio for a night on July 23, 2016 and we booked and confirmed the hotel for the night through Hotels.com. A few minutes later we got a call from the hotel that the hotel was fully booked and that we need to call Hotels.com to resolve our problem. At this point the money has been taken out of the account and now you have to wait for only God knows to have your money back if at all you will, because each time you call you talk to people you do not understand their language. I guess it is a business strategy to frustrate you out of calling them. Honestly speaking, this is one area FBI and DA need to check and see why this people are getting rich off innocent citizens. They knew there was no availability of the hotel and they took the money. This people are just after what they can make from people without caring for what happen to you. This is a fraud and it has to stop. It is not good for this modern society.

I booked a room for Maui on 6-13-16 for 7-14-16 to 7-17-16. I was charged the full amount at the time of my booking for $630. My flight landed at 5:30 and I showed up to my hotel on 7-14 at 6pm. The hotel office was closed when I arrived. I didn't plan on the hotel being closed. All the other hotels I've been to were open much later than that. I called Hotels.com to help get me in to my room. The customer service agent told me my reservation was cancelled because I had to check in between 3pm to 5pm. When I didn't show up they cancel my room. He sent me a email shortly after to confirm my room was cancelled. I was angry because I had paid in full and nobody told me that I had to arrive before 5. I was angry and scared because I had no place to stay.

I booked with Hotels.com 4 days last year. I thought these days were automatically added to my account in order to receive 1 free day after accruing 10 days. I did not realize there is a whole procedure to go through. I called on July 20 and customer service put me on hold to talk to their supervisor. When he returned he said that even though it's a booking from last year they are going to honor the 4 days. And he said it will show on my account in 24 hrs. I called again today July 22 to find out why it was not showing. The supervisor Isabella said that because it's a booking from last year they can only allow 2 days to be credited.

I went to Rowlett Texas on July 8th, 2016 for my cousin's wedding and my cousin helped me booking the hotel from Hotel.com and unfortunately he booked it on a wrong date. I went to Quality Inn on I30 and The reception desk guy could not find my reservation. And then we realize that the date is wrong. The guy at the front desk finally told me that I have to cancel the hotel.com booking so that I can get the room directly from Quality Inn. I mentioned to that desk guy and he said he will make sure that I don't get charged. I called hotel.com immediately to make sure if it's going to be refunded. Hotel.com agent and Quality Inn agent talked over the phone and everything according to plan and they are going to refund my money overriding the booking if I directly book from the hotel that night. So I did. But they both lied. They charged me twice. Do not Use HOTEL.COM and QUALITY INN ever. They are scums!!!

Made reservation at Koreana Hotel in Seoul through Hotels.com on 7/19/16 given the information on the Hotels.com website which indicated a cancellation policy of same day as arrival and no upfront payment. Payment due when at the hotel in Seoul. Citibank called me on 7/19/16 to indicate that the Koreana Hotel tried to charge all of the cost of the 6 day stay upfront. I called Hotels.com and Hotels.com initially the CSR said that she was sorry but could not do anything about it. Then a manager came on the line and said she'd call the Hotel Koreana to inquire if Hotel Koreana would accept an unpaid reservation as indicated in the Hotels.com website for Hotel Koreana. Manager asked for my number and said she'd call me back regarding Hotel Koreana's attempt to charge 100% of the stay before arrival.

Ridiculous. Every time I called or emailed, I would get nowhere. Phone number must be to a foreign country--I could barely understand them and they tried to bs me by telling me my credit was in Canadian dollars. Well, they charged me in AMERICAN dollars. What a rip-off. Don't waste your time. *If it's too good to be true, it probably is. The whole experience was a nightmare.

I normally book direct with hotel. I thought I got the correct number from the internet but didn't realize I was talking to Hotels.com. I was told there was no cancellation. I've stayed at this hotel before so thought it was a mistake. I called to move my reservation to the following week. Hotels.com sent a confirmation of cancellation and also info on new reservation. Turns out I've been charged full price for cancellation and also the new reservation. How dumb of me to use this company. Never again.

I booked 4 consecutive nights in 4 different hotels in 4 different cities. Three of them were pre-paid to Hotels.com. All three confirmed that I was paying too much, and two of them gave me something in writing to that effect, but I had already paid to Hotels.com. When I called them, they said they do not honor special rates on AAA or IGH (Holiday Inn Program), only public websites that do not require a membership, even if the membership is free and open to the public (like Expedia & Hotwire). While the difference was under $30, they chose to lose my business than reimburse the difference. What a lousy business decision on their part. They have lost my business.

What frustration and dismal service I am currently experiencing with Hotels.com! Never ever book your "fully cancellable" accommodation with them. My refund has still not been received after 70 days! I made a booking in March 2016 for a hotel that was fully cancellable. I subsequently cancelled the booking and my refund that should be processed within 24 hours and "can take up to 30 days to reflect" has still not been received 70 days later (even worse - when I booked I didn't see anything on these terms and conditions but maybe I missed them).

I booked 3 nights at the price of $129.00.per night, which should have been $360.00 but with them adding additional unknown fees it came up to $530.00 which was crazy to me. I have learned not to book through these 3rd parties. I was told children are supposed to be free and with them they will take the children and add them as another party or person. I will not deal with this business again. I was also told they are supposed to be govern by corporate rules. Looks like they have rules of their on. I haven't check my credit card to see if they really did me in yet. I get so tired of business you can't trust.

Extremely rude and uncooperative customer service! I made a booking yesterday and they said on the phone that a confirmation email will be sent to me, but I hadn't gotten one for 24 hours so I called again. This time they say that they cannot find my reservation at all even though my credit card has been charged! Apparently the person wrote down all of my information wrong: email address, phone number, etc. I asked customer service to search by credit card number since the charge went through but THEY JUST PLAIN REFUSED. Will not use hotels.com again. I'd rather pay higher prices than going through this disastrous platform again.

Since I wanted to book a two night hotel stay at a hotel through Hotels.com, I figured that I would use my free hotel night stay for one of the days. I had planned to use my rewards from their promotion of purchasing 10 nights and get one free. But upon calling their customer service department, I was informed that I only had 5 nights credited. I believe I spoke with a girl named Alley. She told me that I hadn't signed up for the rewards, so I wouldn't get credit for it. Then she told me that she could credit me for the 3 nights I had recently purchased. When I told her that I expected to get credit for the other nights I paid for through Hotels.com, she told me that she would need to speak to her supervisor.

When I booked room through Hotels.com I needed a room near Yosemite National Park. After arriving I realized the room was way too far away from the park so I called the motel manager and he told me I would be charged for the first night only not the two nights if I didn't come. When I returned home I checked my statement and was charged for two nights by Hotels.com, two nights I was NOT there. I called Hotels.com and they told me I had a non-refundable reservation. I am so disgusted with the poor ethics of people, society and businesses. Does anybody give good honest service any more?

A reservation was made through Hotels.com. The reservation dates were pre-filled by the website and were not noticed until a confirmation email was sent. We called their Customer Service right away. They promised a cancellation with a refund and then to book a reservation for the correct night which I received an email confirmation of. When we arrived at the hotel, they had no reservation for us nor could the hotel do anything about my confirmation notice. After four more calls to Customer Service they sent a reservation to the hotel but there were no more rooms. A refund was made for the failed reservation that night but not for the reservation for the future date that had been filled in by their website. When I tried to reinstate the future reservation they would not allow it but they kept my money. This episode appears to be a pre-planned effort by Hotels.com to get you to cancel a reservation, keep the money, and then book it to another party.

I booked and paid for 3 rooms for the weekend trip to Las Vegas. They sent me a confirmation e-mail. Then someone with a heavy accent called me from an unknown number (a number showing as 000) and claiming that my payment was not released by the bank, asked me to provide my credit card details to prove my identity. I got suspicious and did not provide any details (what is the point of providing the details to someone who claims that he has already have them).

There was a glitch with my booking (incorrect dates) and as soon as I discovered it I rang the hotel, asking if they could simply move the dates forward so that I wouldn't lose the booking or the first night fee. They told me I had to call Hotels.com, which I did immediately. I phoned Hotels.com and explained my situation to the customer service assistant, and they put me on hold for over 30 minute (while I was on an overseas cell phone no less!!!) so naturally I hung up. I then called back, explained my situation again and was told that they had to phone the hotel, and put me on hold again. While this was less time, they then came back and said that the hotel told them that there was not one in their reservations department, so they had to call back.

I booked 2 nights stay at the above-mentioned hotel and Hotels.com advised me to pay $280 at the hotel with the possibility to cancel until 6/22/2016 10:00 am. Next day they advertised the same hotel for $220. I tried to cancel but I was told I would have to pay $140 even if I am within the cancellation window. I called directly the hotel and they told me the same. Apparently the cancellation window was wrongly displayed. I went to the hotel and checked in, got the room but the bed sheets were stained with blood. I complained to the reception desk, they replaced the bed sheets but for the entire stay they were very glacial with me. Please see attached pictures.

For a few weeks I kept searching for a hotel room for one specific night based on a course I was attending. The hotel I wanted was booked so I returned to hotels.com every few days and searched the same date to see if there were any openings. A few days before my course with the same search a room opened and I immediately booked through hotels.com. Showed up at the hotel to find out my reservation was for the next day. During my search hotels.com changed the search dates to the next available, and I mistakenly booked it.

I initially booked a room for a Tues and Wed night for $535 based on the beautiful description of the property by Hotels.com. I then realized I could not get there on Tues and called to move the reservation to Wed and Thurs nights. Hotels.com refused to move the reservation or give me credit for Tues night. I ended up paying nearly $800 for 3 nights, even though I stayed only two. The room was not as represented. It was disgusting. The towels were tattered and dingy, the carpet was dirty and stained, the bathtub could not drain and backed up, the sofa was torn, etc. The hotel offered to give us credit for the room, but said we had to go through Hotels.com since we booked through their site. Hotels.com only offered an $80 coupon to use on our next booking!! I will NEVER use Hotels.com again!

Disaster! I've probably gotten close to booking $50,000 rooms over the years. Not again! I tried to redeem my points; done it many times before successfully. Looked like it worked; showed me the remaining balance I'd be charged for my room. Instead, my credit card was charged the full amount. I called hotels.com to get this resolved. The nice agent helped me and sent me an email confirming that I was receiving the correct refund. During my conversation with her I noticed that the base rate was $50 lower. So I asked her and she told me to send a screen print requested the best price guarantee. I did. In the e-mail below you'll see the nightmare and hours of conversations that followed.

While in Rome, we booked a "4 Star hotel." As we had just checked out of a 4 star hotel earlier in the day, we were quite familiar with comparable properties. When we arrived at 57 Frattina, we were dismayed to find the " hotel lobby" was a dingy stair landing in the building. We were then taken down the street to a different building and then to a room that would have qualified as a 2 star hotel on its very best day. The toilet was in a glass enclosure in the center of the bedroom and offered no privacy whatsoever.

I have two Hotels.com reward nights in my account. Unfortunately it is almost impossible to redeem these reward nights. There is a filter on their website for "redeem free nights". In spite of using this filter, the options that feature cannot be redeemed. Call center is trained to deny anything with diplomacy but not solve the problem in any way. They refuse to share the name of their legal entity in India based on which a consumer complaint can be filed. This website should be banned by the government of India.

Gone are the days where customer service is a top priority for businesses. I booked a one-night stay for a hotel for my husband who was scheduled to go on an interview out of town. At the last minute, the interview was rescheduled. I attempted to call the hotel directly and was told to contact Hotels.com. I did so and they in turn told me to contact the hotel. I kept getting the runaround from both parties. I missed the 4:00 cancellation policy by 20 minutes.

Do NOT buy gift cards from Hotels.com!!! I purchased a gift card for my parents and tried to book a room for them. I found a room with availability and attempted to book it using the gift card. After I entered the gift card information, I received a message saying the room wasn't available. I attempted this several times with the same results. I called customer service who confirmed the room was available but when they found out I had a gift card, they wouldn't book the room. They wanted a credit card to secure the room. I told them I wanted to book with my gift card and was told I had to do that online. I explained it wouldn't let me so he transferred me to a different department. Several hours and ten departments later, I still am not able to use the gift card!!

After creating an account and using their site to book a room, it changed the date I reserved a room for. After calling them I was told they would have to charge fifteen bucks extra, but would send me a voucher in the mail towards future bookings. WTH? Rip off. I am contacting my credit union and reversing their pending charge immediately. They won't get a cent. I cancelled my account at their crummy business and I will never even think about using them again. Consumer beware.

I am a frequent traveler and recently have booked over $2000 worth of hotel rooms with Hotels.com in just the last week. My most recent booking reservation was only made on Hotels.com because I received an email with a promo code for 11% off. I went on their site and booked my reservation, however at the close of my reservation there was no place to input the promo code. Upon completion of my reservation I contacted the online customer service representative to question why the promo code was not applied. The customer service rep had no solution for me except to suggest I cancel the reservation and incur an 50% charge to in turn re-book to receive the 11% promo code. Well even if you aren't a mathematician it is obvious that this does not make any sense whatsoever.

I started using Hotels.com last year to look for places to stay when I go on a trip. The interface is very easy to navigate and there are a lot of payment options to choose from. There are also a lot of discounts and special deals available on the site. I have to admit, it felt sketchy trying to book for hotels using the site especially their special deals but based on experience, the hotels are legit and they honor the price that we got through Hotels.com. I'd say my experiences have been okay, nothing really stands out. But, I have a few trips where I got deals through them for the rest of the year, so I'm looking forward to the experience (though my expectations are not way high up).

I booked a one night stay at a serviced apartment for myself and a group of friends to attend a wedding away from home. The booking confirmation looked fine & I thought nothing of it. A further friend then wanted to reserve another apartment in the same complex for himself to keep the party all together but instead of using Hotels.com he called the apartments directly. He was told that they only take reservations for a minimum of 3 nights stay, so I called them (using the number given by my friend) to confirm my booking.

I booked a hotel through Hotels.com and received a confirmation number. However, when I called the hotel directly to double check, they were overbooked. So I was unable to stay at the hotel. Now Hotels.com will not issue me a refund for they have a dispute with the hotel and they are holding my money hostage. Hotels.com will not advocate for me and told me to write a letter to their corporate headquarters instead of helping me. I am frustrated and sickened for this ordeal cost me a lot of money in cab fare, time and energy. I will forever after book directly with the hotel and tell all my friends/family to do the same.

I booked a room through Hotels.com two months ago on the basis that if I changed my mind by such a date the deposit I had now paid would be refunded. I did change my mind and Hotels.com acknowledged the deposit was to be refunded. However, they kept my money and ignore my demands for return of the monies. Avoid!

Booked with Hotels.com for years. One day accidentally booked two rooms for the same hotel because the page was very confusing. Wanted a two bedroom suite, then were asked how many rooms so we clicked "two" but didn't notice we were being billed for two units until later. We called within two minutes of making this booking and were told to call back the next day once the booking was completed. We did, every day for a week, back and forth trying to get someone to credit us one room.

Checked into Quality Inn at Clearwater St. Petersburg airport. Room was a disaster, bedding on floor, windows open, water dripping. Went to desk to request money back and find new hotel. Would not give money back so left and got other accommodations. Now the hotel has stated the room was used and will not refund to Hotels.com. Hotels.com comments "Unfortunately since we did not get red burned neither will you." Do not use this service as they are NOT customer service orientated. And besides, I got the runaround for two days from their staff, not meeting or responding to commitment. If I did not continue to follow up nothing at all would have happened.

I am so ** pissed right now. I'm at my hotel today trying to get my room and they're telling me they cancelled my reservation and now you're telling me I can't get my room and I can get my money back. What kind of company is this? Just robbing people like this. Just taking their money when they want. You don't want to give it back and don't want to make them satisfy their customers. Why do you have this company? This is ridiculous and this is robbery. You guys are stealing people's money.

I purchased a hotel from Hotels.com and the room was nothing as described. Complete dump. Dirty bugs and filthy. When I complained to Hotels.com customer service they kept putting me on hold to only say they were sorry and since the hotel wouldn't reimburse me they wouldn't. But I purchased the room through you guys not directly through the hotel. What a waste of money. Very poor service on Hotels.com end. Maybe I should have just used Priceline.

On June 10, 2016 about 7:30 I arrived at the hotel I had booked through Hotels.com to find that my reservation had been canceled due to a lack of a credit card number. Fortunately the hotel had rooms available and honored the reservation. I called Hotels.com to inquire about this. When I reached a customer service agent he did not believe me. He kept saying I had a confirmed reservation. We had some difficulties in the use of the term "late arrival" and when I finally made clear to him what the hotel had told me he still didn't believe me and hung up on me. First time I had used Hotels.com and most likely the last. Hopefully I'm not out any money but will watch my credit card statement like a hawk.

I booked a fairly pricey room in downtown Chicago for Spring Break 2016. I booked through hotels.com, paying a slightly higher rate than I could get elsewhere because I was about halfway to earning enough points for a free room. I stayed at the hotel, almost $700, only to be told that no rewards points would be awarded because I cancelled the booking directly through the hotel. NOT TRUE -- I have provided hotels.com with my receipt, yet they have not even acknowledged my dispute.

Did a upgrade to better location and room so paid Hotels.com - room and hotel were totally disgusting! Super loud noise to way in the wee hours of the night! Room was like a bunker - no A/C. No assigned parking - gave me a overflow area to park (cars were 3 deep). Was afraid my car would be totally trashed by other cars in this location. Front desk called at 11 pm to tell me that we were in a unpaid for room, and a credit card had not gone thru - 1/2 hr later got that all straightened out - appears day shift and night shift can't get their act together. Stayed just the one night, had booked and paid for two. No refund. No help at all from the crappy hotel or Hotel.com. Total ripoff!!!

I booked a room at Comfort Inn, through Hotels.com for July 2016. I recently happened to double check my reservation details and saw that (I or the person on the other end) accidently booked Columbus, Georgia, when I am going to Columbus, Ohio. I have called the hotel several times and Hotels.com. Both tell me that the $335.52 is not refundable if I cancel. They both blame the other one and say they cannot help me because it's not their policy, it's the others. Arghhh OK... I offered to book my room in Ohio at a Comfort Inn, although I could book for less elsewhere. That way the chain keeps the money. A win-win for all. They said no. I will wait until Friday June 10, to book a room in Ohio. I will give Comfort Inn until then to do the right thing.

I have booked through Hotels.com for several years and never had a problem. This LAST time I booked 4 rooms for 2 nights for a family gathering - Friday through Sunday. On the Thursday before my mother-in-law was sick and we were asked to come to sit with her. She was dying. Friday my sister calls me and says they cancelled the rooms. They cancelled online w/ Hotels.com and with the hotel so they could resell the rooms. Mom died Friday morning 3:30 a.m. Most of you will know how hectic the next couple of weeks are. I finally realized that I had not received any credit on my card for the cancellation. Called Hotels.com... They said we were listed as "no shows". I FINALLY did get a refund for one night on all 4 rooms but I am still arguing with them about the rest of the refund. We are talking over $500.00.

I have been using Hotel.com for many years, however recently I realized that by using this company you can be at a dead end when there is the slightest problem. I made a reservation on the Hotels.com site for 4 rooms, 2 nights, cancellation free Leonardo Plaza hotel. When I finished, I realized that I have a nonrefundable reservation which, strangely enough, was also much more expensive than the one I planned to reserve. Immediately I contacted Hotels.com representative who assured me that they are taking care of it. When I realized that they do not take the right action, I called the hotel myself, was referred to a reservation organization where I was told that they can deal only the agent - Hotels.com who was worthless in this situation. I was stuck with the mistaken reservation.

Hotels.com canceled my hotel reservation prior to me showing up for check in. I had to attend a class in San Diego, CA and would require a 4-night stay at a hotel. I booked through Hotels.com and when I arrived for check-in I was informed that my reservation had been cancelled by Hotels.com. This was after they had charged my card and sent my confirmation emails. They then wanted to argue with me and charge additional funds to my credit card to secure the hotel stay. I ended up having to book at a different hotel for my stay. This company is terrible and in the business of ruining your out of town plans. If you have to book a hotel I would recommend that you call the hotels directly. Hotels.com does not save money and they cause additional stress.

I started to book a three-night stay at King Port Inn in Kennebunk, Maine. The cost of the room on Hotels.com was advertised on their site as $149 per night plus tax and fees. Before I booked the room, I checked directly with the hotel to see what their costs would be since I had read that Hotels.com would match a lower room cost rate if found by customer. The hotel said their nightly rate for the same room type was $119. I called Hotels.com and spoke to a representative there who told me that the matching rate ONLY applied to rates advertised by Expedia.com (Owned by Hotels.com by the way) or Booking.com, plus the other hotel booking sites which suspiciously seem to all offer exactly the same nightly rate as Hotels.com.

I booked accommodation through Hotels.com and upon completion realised that the app had logged me out and created a new login. I emailed them straight away and got the standard acknowledgment that my request was received and I would be receiving a response soon. That same day (24th May) I received a response to state that with 72 hours they would receive a response from the "relevant team" on merging accounts and to allow them this time. On the 26th of May I sent a "price match" request because another company was providing a lower rate - only got the standard acknowledgement and nothing else from them since. On the 30th of May I sent a follow up to my initial request of merging accounts since the app didn't work as it is meant to and I didn't get a response. Yesterday I again sent a follow-up and both the 30th and yesterday's email have not been responded to.

I had a situation where a young lady was making my reservation and my bank needed 30 minutes to increase my limit so the charge would go through. When I informed the Hotels.com employee, she mentioned she would call me back and never did. Within 24 hours my card was charged over $1100 of personal charges in the Philippines. Can you take a guess where the call center is located?!? The Philippines!!! My bank has taken care of the charges, but I still called Hotels.com to let them know and they are investigating the situation. I know this is more of an employee issue, but please beware! Hope this doesn't happen to anyone else.

My trip was a disaster because of my poor decision to make reservations with this Website. Was charged multiple times and was not told about hidden fees from the hotel. They charged my card but the hotel said it was declined and did not let us stay there. My family and I had to sleep in our car that night. The extra money we had was for entertainment and that was used for ordering from expedia.com where I've never had any issues and didn't the rest of our trip. I was trying to save extra money by going with Hotels.com. But like the old saying goes you get what you pay for and I learned that with this experience.

My family of 6 were going on a vacation. I booked a suite so we would have 3 beds, they sent the reservation as a single king bed. I called them. First number not helpful at all. Second number the guy said "Well honestly the best I can do is give you $50 off your next booking since you booked the wrong room." Umm no I didn't and I have an email that clearly states a suite double bedroom. "Let me look into it." 45 minutes later the best he can do "Since the first agent put it in incorrectly and you originally did book a suite double bed is give you $100 off your next booking with us." Umm no I will not be booking with you again. "Well I'm very sorry ma'am. Again I can give you $100 off your next booking with us." NO THERE WILL NOT BE ANOTHER BOOKING THROUGH YOU!

We were traveling from NC to NJ. We left NC after work and drove until we go tired, around 11:40 pm or so. Looked up hotels in the DC area using the Hotels.com app. Booked our hotel for a great rate at roughly 11:55. We arrived at the hotel at 12:05. We were denied check-in because the date had changed and according to the computer we had "missed" our check-in. (Did I mention we were traveling with an infant AND a toddler?? This was not very welcoming news.)

I made a booking today for a hotel in Mussoorie that was an OYO rooms. I made a mistake that I booked it from Hotels.com. I wanted to cancel/change the dates of that booking. I called customer care and they denied that we can cancel/change this booking. If we cancel it then all amount will be forfeited. If I would have booked it from OYO rooms directly, I would have changed and cancelled my booking. This is cheating and also very dissatisfaction from hotel.com. MakeMyTrip is doing good and is providing you facility to cancel your booking without any charges. This was my first and last booking from hotels.com. Would not suggest anyone to book from this site.

DO NOT BOOK WITH THIS COMPANY! I was misrepresented on many different levels. I booked an end-of-summer vacation for our family and was assured I was getting the exact room and amenities I was requesting only to find out after I paid and received a confirmation email they did not book what I was asking for. They also DID NOT INFORM ME OF ANY MAINTENANCE FEES that I would be responsible for at the time of check-in which were significant. When I called back to discuss my concern with Hotels.com, they were not helpful or concerned and made excuses as to why they could not make any changes. After speaking with the hotel directly and reading reviews, I have discovered this is very common for this company. CAVEAT EMPTOR!! BEWARE OF THIS COMPANY. BOOK WITH HOTEL DIRECTLY. IT WILL SAVE YOU TIME, STRESS, $, AND BEING LIED TO.

After a great deal of research I booked a hotel in Copenhagen through the Hotels.com link on TripAdvisor. When I arrived at the hotel late in the evening, I was told that there had been a mistake and there were not actually any rooms available. The hotel had booked me a room in another hotel and gave me a taxi voucher. The other hotel was technically in the same class, but was not nearly as nice as the previous hotel (verified by their respective TripAdvisor ratings), yet I paid the same price.

I used to think they were pretty good. There were the numerous hassles of the hotels not being able to find reservations and other limitations because they are booked through Hotels.com rather than directly by me, but I learned to tolerate that. But recently I stayed 5 nights at a hotel and they are only crediting me with two because the phone number on my reservation was my cell phone and the phone number on my rewards account is my home phone. Looks like an excuse to cheat me out of what I earned by using a technicality. Never again. There are too many options available to put up with this.

I called Hotels.com on 5/21/16 to try & find me a Suite for 1 night (5/28/16). My daughter/my son-n-law & I will be in Charlotte for that day and I needed 2 rooms. Ken looked for a suite but couldn't find one. So, he found that dump listed above and said it had adjoining rooms. I tried to follow him online as he spoke about the Ramada Plaza. He informed me this Hotel didn't have a refund policy for cancellations. I was like ok, because I need somewhere to stay that night and the pictures looked like a nice, clean hotel. Well as soon as I booked, I started looking for the reviews. Boy, did they go in on this Hotel! From bad smells, old furniture, misleading pictures on the web to not being clean at all. Well, I don't live like that at my house, so why would I pay to live in filth & mold away from my home??

They booked a room on the wrong date. I was charged $157.03 in my bank account for the wrong date and since I couldn't show up because it was the wrong date, was charged for nothing. I talked to someone at Hotels.com, by the way they're all in the Philippines with bad English to start with. They refused to refund my money. That is so dirty and low down.

Applied for PMG at beginning of April for booking mid-May. Provided all necessary information. Was contacted and advised the screenshot (of cheaper price) was received and the difference would be refunded on completion of booking and request to Hotels.com. "I have validated the screenshot" advised Rajdeep. Imagine my vast surprise when request for PMG was lodged, to be told by the same Rajdeep that "I see the cancellation policy with us is more flexible than the competitor's website... Hence we will not be able to honour the price match because all details have to be identical in order to honour the price match." What a specious reason for such barefaced dishonesty.

I booked a hotel through Hotels.com with free cancellation. I cancelled the booking within the time frame and received an email confirmation that the booking had been cancelled. I found out from the hotel website that the booking was active. I called hotels.com and a customer service representative informed me that it is cancelled. Hotels.com passed on my details and booking to another hotel which charged my credit card for one night. I have informed the bank that it's a fraudulent transaction. Needless to say I will never book any hotel again through Hotels.com again.

The company advertised 89 dollars for nightly rate at hotel, then changed to 98 dollars plus taxes which was an average rate of 107 per night which is almost a 30 dollar difference! I called hotel directly and could give me the same exact deal without the taxes. What a scam! Talk about bait & switch. When I called customer care, he said "I am sorry for YOUR confusion" and claimed the site said 98!!! I told him I could send him a screenshot- he was blatantly lying! And so did the site! Wow- the worst customer service I've had on any booking site!

Hard to reach, hassle all the way around. Not at all worth it to save a couple hundred bucks. Book directly with the hotel and save yourself the headache. My card was charged the full amount for a future stay and there was nothing on the reservation that said that. I am now being put on hold forever to try to speak with a human... still waiting on a $1200 refund.

November 15 - Booked a hotel in Greece for family summer holiday only to be called May 16 by Hotels.com informing us that the hotel is no longer available. Subsequently they were extremely unhelpful in finding us replacement accommodation. We then called the hotel directly who informed us that they did not receive the booking until April by which time they were fully booked. To compound the issue they told us they did not even have the type of room we had booked. Fortunately the hotel owner felt so bad about the incident (I guess because he has some sort of agreement with Hotels.com...not for much longer I suspect) that he put us in touch with a friend of his in the town who was able to offer us the accommodation we were looking for. Finally, the contact we had with Hotels.com was with a phone representative in Arizona US which doesn't fill you with a huge amount of confidence if you living in the UK trying to book a Greek holiday.

I cancelled weeks within the timeframe to cancel the booking dated for 5/13/16. As I'm on my way out of town on 5/14/16 I got a call from the hotel saying I'm a no show and they charged my account. Of course I'm pissed because I'm out of town with less money and I'm being charged for a place I didn't stay. The hotel says hotel.com never sent them anything about my cancellation so I call them and all they keep saying is sorry. It's taken 3 days for these idiots to fax proof to the hotel that I cancelled. Then after that I'm told I won't see my money (which I need now) for a week from now that took them a moment to take. I will never use or recommend hotel.com to anyone not even a enemy!

I was making a reservation on this website and wanted to confirm the dates so I went to my Outlook calendar, then flipped back to the reservation system. Somehow my reservation dates were changed from October to May! When I realized the error (within 4 hours of making the reservations) I called immediately and cancelled the reservation. I then received written confirmation of the cancellation. A week later, Hotels.com sends an email that they can't cancel the reservation because they can't get in touch with the hotel! I phoned the hotel directly, received an email address to cancel the reservation and they couldn't get in touch with the hotel. It is a scam to keep the CC payment. DO NOT USE THIS COMPANY FOR ANYTHING. IT IS A SCAM!

They have the worst customer service. I was treated like a liar and an idiot. I'm NOT sure HOW this company stays in business. Lots of other reviewers said the same thing. They have issues giving refunds. I have a theory guys and gals and guys/gals: give them the refunds and the BEST customer service and they'll come BACK! KEEP your refunds and that will be the LAST dollar you EVER see from US. Try it. Post results. :)

I cancelled my reservation a week before the date I had reserved for. Then I received a survey from them asking if I had a good stay! I called them to find out why they sent this to me since I had cancelled! They said I had never cancelled!!! I know I did. My word against Hotel.com. I say DO NOT BOOK WITH THEM. GO WITH THE HOTEL DIRECTLY.

I booked a stay at a small motel called the Clipper Ship Inn in Salem, MA as a back-up on Hotels.com. I found a nicer place for a reasonable rate (hard to do in Salem) and cancelled my stay through Hotels.com. My refund never posted. I called Hotels.com FOUR TIMES, including a call to the hotel themselves and they still have yet to process my refund. They were rude as all heck when I called the hotel, and they said they never received the first notice of cancellation. Then they kept saying they would process the refund that day (each time I called) and I am still waiting for it to hit my credit card (the first phone call was almost a month ago).

I have jumped through hoops with these people to cancel a hotel booking with extenuating circumstances (family illness) a week ahead of our trip. They were rude, condescending, and even asked for the illness. I was placed on hold multiple times. I also had to make multiple calls to them and to the hotel, because they continued to say there was nothing they could do. I was told because they reached a voicemail attempting to speak with the hotel's market manager, they couldn't give me a refund. WHAT??? The supervisor I asked to speak to was equally rude and condescending. I would never book through them again.

Recently booked a stay with Hotels.com listed at $89 per night. I did NOT receive an email confirmation. When I went to the site a few days later to check my reservation I found that my $89 per night, 2 night reservation was costing over $400.00. There is no place on the site to register a complaint. When I checked I was told it was a non-refundable reservation. Stay away from these guys!!!

Don't bother with Hotels.com. They charge you and give a false impression that you are paid. Our balance on Hotels.com confirmation was "0". Once we checked in to the resort, we still had to pay for cleaning fee (189.00) plus a resort charged (over $100) for a total fee of 295.00 additional. A 3 night stay for 2 people ended up costing us 674.52!

DO NOT BOOK WITH HOTELS.COM! Worst customer service AND worst system I have ever encountered. After booking and paying for a hotel room in full - the hotel is not able to provide a room because their system is down. No problem - these things happen - I call Hotel.com to get a refund so that I can stay at another hotel THIS evening. After being on hold for 15 min I am transferred and assured no wait time. Wrong. Eventually get a rep who has my confirmation number but cannot give me a refund because she can't seem to find my phone number that I booked with. I tell her it's the one I'm calling from! She says to try and call back in 2 hours. Excuse me? I explain I need to stay in a hotel this evening and need to get a refund first. She hangs up on me. NEVER, NEVER again.

The hotels.com website didn't let me make a change to a reservation that I had made for a (non-smoking) hotel room. The customer service representative couldn't change it either; she said the only option was to cancel the reservation and make a new one. I discovered when I got to the hotel she had put me in a smoking room. I didn't even know smoking rooms still existed! There were no other rooms available so this will be like sleeping in an ashtray. :-(

Booked a hotel for this weekend that clearly had the "free cancellation" button next to it. When just two days later I found out I needed to cancel - you'd think fine, no big deal, you booked the free cancellation room right? WRONG. Turns out I had booked AFTER their free cancellation deadline (never mentioned anywhere while booking) and the second I booked I was already too late to cancel. When I called customer service I got an awful customer service rep who did nothing but very painfully slowly repeat everything I said to her back to me then say that I booked a non-refundable room (wrong) and that she couldn't find my confirmation email (as I was staring at it). I asked to be transferred to a manager who basically told me to shove it and that there was nothing she could do for me, at all, period, that's it. NEVER booking through this site and you shouldn't either - you never know if what's advertised there is true!!!

no can do. I can cancel 6 MONTHS EARLY AND STILL be charged for the rooms in question. I will never, never book through them again. My app has been deleted.

Save yourself some money and book directly with the hotels. Unfortunately when booking a day it set it for the wrong day. According to the personnel at hotel I picked, this happen so often. When I try to change the date of my stay through Hotels.com they wanted to charge me $51 dollars extra. If I would of done it directly through the hotel it would of only cost me $30... Hotels.com so unhelpful when you are trying to get the best rate for hotels. My suggestion is deal with the hotel directly.

I just booked a trip on Hotels.com for October. I was not certain about my dates so made sure to look for hotels that had "free cancellation". I chose an expensive hotel in Palm Springs for 10/6/16-10/10/16. When I received my confirmation email from Hotels.com, it stated that the reservation was non-refundable. I immediately called customer service and was told that they checked and it is fact non-refundable. LUCKILY, because the hotel was so expensive I took a screenshot of the website stating that the room could be canceled through 10/3/16. The Customer service rep on the phone told me over and over there was "nothing he could do". I offered to email him a screenshot of the website stating it was refundable. He said there was nowhere for me to send an email. I hung up with him and immediately flagged the charge with American Express.

I am from San Antonio. I booked a room on Hotels.com and was even sent a confirmation number. I arrived at hotel 2 hours later and was told it was cancelled. I still have not been told what reason or why. I have been calling them complaining about my $77 being taken from my American Express card for 4 days now. Still have not been contacted by their billing department or refunded my $77 back. Which nearly left me stranded out of town. And when I asked who was over them, I was not given a phone number or correct information needed to file complaints. Very piss poor company if you ask me. All they can tell you is they don't have any information they can tell me about my $77 being wrongfully taken and not refunded.

Back from my trip to Puerto Vallarta, Mexico this past Sunday, May 1st. My overall experience with booking at Hotels.com... very UNSATISFIED for the misleading and uninformative advertisement when booking particularly for HOTELS at their website! As you read this you will understand why. My husband and I (and two children) booked our air fare and hotel reservations at the Hotels.com website. When my family and I reviewed the "about the hotel amenities" of a particular hotel, under the FOOD AND BEVERAGES heading (in fine print) it stated, "All buffet and a la carte meals, snack, and beverages included". Being a first time customer, my family and I interpreted that the food and drinks would be part of the reservation packet once we made our room selection.

Thank you kindly for not returning a call on an inquiry I made about a booking. I understand a non-refundable policy at the same time when ZIKA breaks out in Brazil. I would think a company like yours would at minimum have a conversation... maybe even work something out, a credit, a form penalty, something! Hotel seemed willing but once they knew they were getting payment from Hotels.com they avoided. All the Airlines had no issue with full refunds. Even AmEx couldn't get a reply from Hotels.com. Bad business. Book direct, book thru credit card, book thru any other site out there!

Traveling through the EU, I decided not to take my cell phone due to the lack of service and hassle. I used Hotels.com to book a hotel room in the remote city of Ronda, Spain. I booked the only hotel that Hotels.com claimed accepted dogs and I confirmed my arrival and that I had a dog with me through Hotels.com's 'contact the hotel' link. When I arrived at the hotel, I was rejected. I have tried to contact Hotels.com but you can only call them. NO email or online service. If I had a cell phone with me WHY would I need to use a booking service? As of now I am out $100.00. Use TripAdvisor or Booking.com, I have had good results with both.

I went on a mini vacation to Orlando and booked through Hotels.com. I've had a good experience with them in the past. However, I booked the room for one rates and got a confirmation email stating my total costs. Yet, when I logged in to check my reservations I had a different amount shown. So I called and the agent at Hotels.com ensured me that the price I received in the confirmation email was correct and not to worry. I went over with the agent that this price included all resort and hotel fees. I was satisfied before we hung up.

Last year I booked through them and I was quite happy (info of hotel on their system). I then battled to lock in this time and phoned reservations. The guy said he could assist me quickly. A few times, I mentioned that it should be KC Place close to the Pratunam Market Bangkok, the one we booked last year. We arrive yesterday and it is not the hotel. Apparently there is one 30 min from Bangkok. When we finally got hold of Hotels.com, they wanted to charge us a cancellation fee and give us R100 back, then we can book our own hotel. They said they are not willing to assist even when we asked they should listen to the recording. They were not willing. We had to beg the KC Place in Pratunam to assist us and then still had to pay in 2400BTH otherwise my family would've been stranded. Please advice how do you enjoy your holiday like this???

Wish I would have done my research before using hotels.com. How is it that they are still in business?! They scammed me big time! I'm out $500 that they claim I reserved as a nonrefundable option. I did not. I've been trying to get on touch with their customer service for 2 weeks now to see what they could do for me as I had to cancel our vacation due to an illness that prevented me from flying. I cancelled my bookings expecting a refund, but have not. Nor, have they responded to my multiple attempts to reach them. Their customer service is nonexistent. So now, I'm sure they took my money and ran while the hotel's actually rebooked my room. I even went as far as just requesting a hotels.com credit towards future bookings as I hope to make the trip when I'm healthy. Although now I won't be ever using them again and have to decide whether it's worth reaching out to a lawyer in the matter. I'm wondering how many others they've scammed.

I booked a hotel stay through Hotels.com on 4-22-16 and paid $318 and when I got there the larkspur landing hotel charged me again $332 and the manager was rude. I contacted Hotels.com about this manner the same day I checked in. Because they took all the money I had I could leave because I was in another city miles away from home with no gas. I was forced to stay. And they didn't want to refund. After three days Hotels.com refunded me $100 voucher and $100 cash. All I want is the full amount which was originally $318 -$100 is $218. They overcharged me because hotel showed me what they charge and what Hotels.com charged. Hotels.com acts like you are getting a major discount but I really paid more. I didn't want to stay there between the both of them. They took all my money I had for the trip my food and gas money and they didn't care.

Normally, I would not write a review. This company has the worst customer service I have ever dealt with. I spent 20 minutes trying to figure out how to talk to a real person instead of an automated system. Then spent 30 minutes talking to someone who did not speak English very well and kept on saying the same thing over and over. I then asked to talk to her supervisor; and he asked me why I didn't just call in the first place instead of trying to do what I need to do online. Seriously?! When I got done talking to the supervisor, was not helpful at all. I called the actual hotel and they help me with in 5 minutes. No automated system, no broken English, no unhelpful and rude supervisors. I will never be doing business with this company again.

We booked our reservation 1 month in advance for a Spring Football Game near Virginia Tech along with other friends to stay at the same hotel. We drove 4 hours down ONLY to find that the hotel could not find our reservation in their system even with showing our hotels.com confirmation email. This hotel and everything nearby was completely booked because of the football game that weekend. I gave the front desk lady my confirmation number and she called hotels.com to confirm that we had received confirmation from them and got a fax as well. There was nothing they could do because the hotel was booked. We then had to go up further North (opposite of destination, and completely away from our friends) to their sister hotel. It was a long and horrendous evening.

I booked a room through Hotels.com. When I arrived the room was not the same as the pictures. Nasty, very nasty. I called. I was transferred 7 times, on hold for 38 min. Still did not get helped.

I recently booked at Best Western Hotel with Hotels.com to go to Tofino on Vancouver Island, Canada. I am from Vancouver, this was a few weeks ago. April 2016, I received a price for our room of $128 but when I received my credit card statement recently I was charged in American dollars so our room was really $202 per night. Nobody told me this when I was booking and I haven't called Hotels.com yet but I am sure they will not be giving me a refund based on other complaints I have read about them.

As an intermediary, I would expect Hotels.com would make intercommunication between the customer and the vendor a top priority. However, when I accidentally booked the wrong date at a hotel and called Hotels.com immediately after to attempt to obtain a refund and rebook at the same hotel, they were ineffectual. The representative I spoke to was nice, but gave me a garbled explanation of how the hotel would deny my request, and that I should not attempt to call them directly because they would point me back to Hotels.com. When I did call the hotel, they were able to provide me with a refund (despite the disclaimer on Hotels.com that stated otherwise). Bottom line: Cut out the middleman. Book directly with the hotel.

Charged me twice as much as was listed on the website - Just as my subject implied, when browsing for a hotel on their website, I found a hotel that I liked that was on super sale (over 50% off!) and booked it for $12.80/night. I was thrilled with the deal because I had been looking for over an hour already and finally settled on something with great reviews that was cheap and nearby to where I wanted to stay!

Made a hotel reservation for a two week business trip thru Hotels.com. Had to leave on day nine and called Hotels.com to advise them I would be checking out early. That was the first time I was told the reservation was non-refundable. How can any business like this continue to operate? It's because too many people expect businesses to operate with integrity. We do not read reviews before giving them our money then scream AFTER they scam us.

I made a reservation on 6 January 2016 and secure payment transaction was with my credit card on Homepage of Hotels.com in Turkey for CLUB FLIPPER VITA NOVA and it was chosen for free cancellation. After my cancellation on 26 January 2016 my refund did not paid back until now almost 4 months. I sent many e-mails to the Hotels.com and also called in the US Brand, spoken with the Supervisor of Customer Service. What they arguing me the Hotel will pay it in Months of May. So I just really want to know how they can keep my money even free cancellation chosen by booking! Well I'm going to Court to charge them in the US because actually they're responsible to refund my money back. It's not a fair and professional business what they are doing! AVOID HOTELS.COM.

We are a loyal customers for years. 5 more stays you will get one night free...never happen! End of March, we booked all hotels for ourselves, my sister-in-law, and niece for a trip to visit my family in Vietnam. I can get exactly deal from other websites with "free cancellation" and "pay at the property" but we want to be loyal to Hotels.com. And here what we got: My husband has an important event in his job that we need to change the schedule. I called them on Tuesday 19, 2016 and I talked to a lady (American accent). She told me it is OK that she can help me to change the date as long as I keep the total nights that I had booked. I was so happy and informed her that I would call back to give the date. But I forgot to ask her name...etc. and we changed our tickets with penalty fees to a new date.

Reason 1. My booking confirmation clearly showed my country as Canada and my currency as Canadian dollars. When I went to pay the hotel they insisted that the amount was in US dollars, a 30% price increase. There were some unpleasant words exchanged and I was threatened with the police. Several hours later I received an unsolicited email from Hotels.com with an amended confirmation showing the price in US dollars. I put this down to a website glitch, paid the US dollar amount and moved on. Reason 2. I booked a room in Trujillo, Peru with Hotels.com and received a confirmation. When I arrived at the hotel they refused to give me a room, offering the reason that they did not work with Hotels.com anymore. So after a very long day of travelling I had to find alternative accommodation at 10 PM. While trying to resolve the situation my contacts with Hotels.com have left me feeling very negative towards the company.

I had to change my reservation from 4 nights to 3 nights at a hotel, and they will not talk with the hotel to get me a refund. I explained the situation, even made another reservation through Hotels.com at a different hotel, so they can see there is a one night overlap in their system. They still will not issue me a refund and will not work with the first hotel on that 4th night in question. Corporate thievery, plain and simple.

They eventually replied and restored my free night. Even though I only get $105, but still better than nothing.

I booked a hotel way back in February to stay at the Travel Lodge by the Space Needle with Hotels.com. At the time of the booking, I made sure the prices were in Canadian Dollars since I've had the experience before that I was actually looking at an American site and the price would change and be way higher when I book... I made sure that the amount that I booked was the same when I received the email and all seemed fine - until I got to Seattle this weekend - April 8-10. We were informed that this booking was made in US funds. I said, "I'm SURE I was looking at Canadian funds", and showed the cashier how the links listed fees in Canadian Dollars.

Since the 19th of March I have tried to contact them to request a cancellation. As I had booked from two different sites, same hotel. I called various time and they would not pick up (reception at hotel also tried to call several times with no success). I then emailed them and got a reply a few days later saying that they would contact the hotel to confirm details and get back to me. I was told that by at least 2 different customer service advisors via different emails. But in the last two weeks they are not replying anymore. The emails I used previously to communicate with their advisors are now sending me automatic messages asking me to go back to the main website.

I booked my hotel for the night I was looking for (April 9th) and went to the hotel to check in, and was completely humiliated to find out I had no reservation for that night at All. The money had been taken out of my account automatically, and I had no reservation. I called customer service and was told my reservation was made for April 24th. Why the heck would I make a reservation for TWO weeks away!? I clicked the button that said BOOK FOR TONIGHT!

I made a reservation for 2 nights on the website. I then needed to cancel the first of the 2 nights. I went on the website and it said I had to call the customer service line to cancel. I did and spoke to a very nice woman who assured me she had taken care of it for me. I arrive and find out she hadn't done anything, had not documented my call and the hotel owner charged me the full rate of that first night as a no show. I called Hotels.com customer service and they said since they had made no record of my call. They couldn't do anything. Is this how the company does business? Requires you to cancel by calling rather than allowing you to do it online, so that there is no record (immediate confirmation of cancellation like when you book) so they can deny you tried to cancel and then collect their fees from the owner? Very shady indeed.

So they promised me a reward free night after my ten nights booked through their website. Actually it was not a free night, but a some amount of money (69.00), they calculated I don't know how. When I wanted to accept this offer they then told me I have to wait 30 days to use this reward, a total chain of misleading. They are not trustable. At the end I found a better deal at booking.com.

I got charged twice for the same motel room - once by the motel and once by Hotels.com. Tried to communicate with Hotel.com and the man at their customer service was very rude and very difficult to understand since his English was very bad. Would never recommend this company to another soul.

Bait and switch webpages that trick you into non-refundable booking so that Expedia can make more money. Horrible company.

I purchased an immediate purchase nonrefundable night at Hampton Inn guaranteed room with fridge & micro. Room had neither. Was offered a $50 coupon by Hotels.com which they refuse to honor. I feel like I have been robbed twice.

When I wrote fact-based review for the Revere Hotel Boston Commons stating that check-in is at 4 PM and check-out is at 11 AM amounting to maximum of 19-hour stay bothered me - but I did write other favorable comments about the hotel... then I get this meaningless reply from the Revere Hotel after Hotels.com shared my review with them: "We're sorry you were unhappy. Thanks for letting us know and please advise us how we can make your stay more enjoyable. Luz **" - then Hotels.com wants me to write another review. My original review will not be posted. If they don't want the truth, why ask for a review? Conclusion, the reviews you see on Hotels.com are cherry-picked and not the whole truth. This practice of censorship renders reviews on Hotels.com as incomplete and not in the best interest of the consumer.

April 1, 2016, I booked a reservation on Hotels.com. We drove the 400 mile trip. When we arrive at our destination we were disappointed with the appearance of the Hotel. The picture on Hotels.com was misleading. On Hotels.com we saw a beautiful setting. It seems the picture was taken at night with soft lighting. Again, the atmosphere was misleading. Use this service with caution. Safety is important when traveling.

While traveling, I needed to book a room for the end of the week (Sunday, for a room on Friday). Booking in on my cell phone during intermittent cell phone reception... we were still able to do so. Shortly after booking (50 minutes!) we needed to cancel the reservation as the hotel could not accommodate an additional night at the same price. No refund. Somewhere, buried was a statement that the rate was nonrefundable. I never saw it! Hotels.com is probably good, but there are far better services that provide better actual customer-focused services - with details upfront regarding your booking. AVOID HOTELS.COM!!

I booked a hotel for New Year's Eve and had a very pleasant stay. But when the credit card statement arrived I was shocked to discover that several unauthorised charges had been made in addition to the one that was legitimate. I immediately phoned Hotels.com and they said they would look into the matter. Three months later and despite repeated phone calls to this company, including sending them copies of my credit card statement, I am still waiting for a refund.

We found a better price on their own website for the same location and dates that we booked. Submitted the form as required, took the trip and waited. Nothing was refunded, customer service is impossible to reach - spend at least 30 minutes waiting for a representative each time we have called. Finally got through to an agent but she claimed I needed to talk to the package department. I was transferred and waited again, sat on hold 10 minutes then that agent said I needed the previous department. After going over what the problem was I still had no results with this agent - he was combative & I requested a supervisor - after another 30 minutes still no help received. Do not bother if you want to try to get any refunds from this inept customer service group!

Warning, do not use #Hotels.com. Well, I am slightly disappointed, but not surprised. Recently I went to St. Augustine. In a very uncharacteristic move, I actually booked a hotel in advance, knowing that spring break was upon us, and that rooms would likely either be unavailable, or at a premium. So I used the booking company that presented itself through Google Maps. Hotels.com. It was Friday night, and I needed a room for the next night, Saturday night. There was two options, a refundable rate, and a nonrefundable rate for about $15 less. Well, we were leaving in the morning, we'd be there the next day, and unless there was an emergency that prevented us from using the hotel room, the fact that it was non-refundable would be the least of our concerns.

I am writing to make an official complaint regarding my booking of March 18th, 2016. When checking in at reception, I was informed that the rooms I had booked were unavailable. This is unacceptable and as hospitality provider I would expect better service standards. To give you some background, this break was to celebrate my 70th birthday and my daughter's 40th birthday. In other words it was meant to be a very special occasion. What followed was nothing short of disgraceful.

I booked two hotel rooms at the same hotel through Hotels.com a few months ago. The stay was for 4 nights. This past week they sent me an email saying they could not honor that booking and they wanted to find me another room. I made my original booking with the terms to pay upon check-in. I chose the hotel based on the reviews and cost of the rooms. We found another room at a more expensive hotel in the area. However they wanted over $1,500 to book the rooms now. I could not pay on check-in. They changed the terms by which I made my original reservation. Then they decided that I couldn't book the new room after all because the hotel room was in a different star bracket than the one I originally booked. They were willing to book another hotel in the same star category that had terrible reviews. I ended up having to start looking for a place to stay again. It seems like this is a classic case of bait and switch.

Booked expecting a deluxe balcony room, paying at the time of booking. Balcony room was unavailable yet Hotels.com still advertised it. Booking was sent to hotel by Expedia not Hotels.com??? for a double/twin room!! Very disappointed. Complained to Hotels.com and haven't even had an acknowledgement! Terrible customer service. Did put a damper on our trip as ended up in a basic not deluxe room!

I had a very unsatisfactory stay at my last hotel. The general manager informed me he could do nothing about a refund because it was booked through Hotels.com. I emailed Hotels.com two times, but never got any response. I finally called them and spent over 30 minutes on the phone with them to find out all they would do for me was refund me $20 on a booking that cost me over $500. I will never again use Hotels.com. I was previously a very dedicated customer of theirs and used to them quite often.

I decided to take my two young daughters on a trip to the Mall of America in Bloomington, MN. I used Hotels.com 2 months before our planned trip, and only looked at places right near the mall. Booked and paid for a Country Inn and Suites for 2 nights, right across the street from the mall. It came to $269 for those two nights, but it was a great place and worth it.

We had to cancel a trip due to medical reasons. I didn't expect Hotels.com to be able to waive cancellation fees, but that was ok, because we have separate travel insurance through our credit card. Unfortunately, I cannot seem to get hotels.com to send a detailed cancellation receipt and the insurance won't pay without one. Sent several emails, waited for hours(!) on the phone. The lady that initially handled the cancellation promised that an email would be sent and it wasn't. I'm out about $1200. Will never book vacation with hotels.com again.

I have never experienced such poor service, but Hotels.com certainly gets the first prize. The call center "try to be very polite" however they are useless and apparently do not understand the word service customer. I have been waiting months for a reply regarding using vouchers, which I have received. I have received voucher in Thai Baht but cannot be applied on any bookings. I try to book. When I call them they don't know and why I tried to apply this code for 30 mins the price has increased 3 times.

Achieved Gold status on hotels.com. The hotel booking service got much better. I was having issues with Orbitz for booking flights so I took a chance with hotels.com's flight booking service. HUGE MISTAKE. Tried to change a segment of a multi-destination flight. Was told it was not possible. If I needed to change the dates I would forfeit the ENTIRE flight. $900.00. Called the airline directly (Japan Airlines), was told the change was possible for for a fee, hotels.com needed to "release" the ticket and they could change it right away.

We booked what we thought was the Hilton on the beach resort in Waikiki Honolulu using Hotels.com and even upgraded to ocean view room thinking it was on the beach. When we arrived to the Hilton on the beach they said "you do not have a booking here. Please go to the other Hilton 3 blocks back. 3 star with no ocean view." We went and had a look and left very quickly after confirming with the lady at the desk that this is a common problem. But Hotels.com still charged us even after many phone calls and emails. They are asking us to contact the hotel directly even though we booked through Hotels.com. Shame on Hotels.com charging us for a hotel we never stayed in.

I booked a room in Arizona on January 13 for a March 17-21 stay at a hotel. When I got to hotel they said they were overbooked by 10 guests, I traveled 2000 miles to visit my parents who are in senior housing. After talking on phone for over 30 mins with hotel.com they couldn't resolve anything. This is totally unacceptable!!! I don't know how they can run a business like this. I had to go buy a mattress and sleep in parents' floor for 4 nights because it's spring training this month in Arizona and there wasn't any rooms available. That's why I booked 2 months in advance, I knew this. Ridiculous!!! I will never use hotels.com again!!!

Went onto hotels.com and wanted to reserve a room for a night of March 20th. I reserve the room and it's totally the wrong date and I didn't notice. I tried to cancel it before getting charged. I looked at my account and the money has been taken out. I've checked their FAQ and they will not refund money back to my bank within 24 hours. Then the bank has to "approve" then put in my account 3-7 days later. This is ridiculous that the money simply can't just go back into my account.

I made a reservation at the Boston Park Plaza with Hotels.com. I requested 2 beds for 3 adults. At check in I was told the only room available had just 1 bed. I was also told my room selection is not guaranteed because I made the reservation thru a third party - Hotels.com. I should have been told this when I called. My son, who is 6'2 and 220 lbs had to sleep on a tiny rollaway cot. I will never use Hotels.com again!

I have been a member of Hotel.com free reward nights since July of 2015 and I booked 6 nights at hotels since then and so far they only gave me an accumulated 1 night out often to reach my free night. I contacted them trough email and explain to try to fix it but no response. Rip off.

So... last minute decided to go to Vegas for a few days and unwind. Seemingly best online last minute deal for 2 round trip w/ hotel was Hotels.com with Alaska Air for 3 nights and a car $2,100.00. Booked and then received a phone call within minutes from HoCo.(Hotel.com). "We can upgrade you, blah blah...." Upgraded to the 450 sf room, paid another 100 bucks, opted for the trip insurance $35 per day. Was told I would get my confirmation immediately - all is good. Next day, get the conf. but none of the pop ups worked to print off the confirm codes except the airlines.

I purchased a gift card for Hotels.com and was forced to use their "pay later" feature to redeem the gift card. I ended up paying approximately 20.00 more per night as a result of this forced redemption. I will not use Hotels.com again as I feel this is not a fair option to consumers looking to utilize a travel site. When redeeming a gift card the option of "pay now, nonrefundable" should be offered for gift card users!

The Hampton direct line switched to Hotels.com without my knowledge. I booked a 2 night stay and the girl never said I would be charged now. I would never do that since I may have to change the dates. My card was charged the next day without my approval. I tried to call the hotel and that's when I learned that Hotels.com booked it. I couldn't understand why since I used the Hampton #. It was a nightmare calling them to cancel... one hour... call back the system was updating... you will get your $ in 3 to 7 days. I complained that I never called in the first place. I had some fees for not enough funds because they shorted that account. The Hampton also told me to call Hotels.com as well. Since they booked it even though I didn't want to use them... they pulled a switcheroo!! My order # was my phone #. Nobody wants to admit wrongdoing. It was for March 18 to 20th, for a dance competition in NJ.

I made a reservation online for a hotel stay for 2 days for the following week. It did not show up under my reservations on the site so I called customer service. Their English was so bad that I could not understand a word they were saying. I asked for a supervisor and they were just as bad! I decided at that point while on the phone and they showed me where my reservation was hidden on the site (what idiot designed it!!!) and I decided to cancel the reservation. They walked me through the cancellation which I did and they confirmed it on their end and that I would get a full refund minus $10. Today I got an email talking about my reservation in 4 days time! I sat on the phone calling customer service and no one picked up. I did a call back option and no one called me. I finally called my credit card and stated a dispute! I then called the hotel directly and they have no reservation through Hotels.com for me and never did.

I'm a gold member at Hotels.com because they have a pretty good reward program. I rely on the reviews to pick my hotels. I recently had a horrible experience at a hotel I stayed and published it to Hotels.com. They said they would review it and see if it was in their guidelines. The room was filthy. I got bedbugs. It was a horrible experience and Hotels.com would not publish the review.

My wife booked a hotel through Hotels.com in December. No confirmation was received, nor did it show up in our account, so another hotel was booked. The first Hotel have charged the card that we booked with for one night "no show". Complained to Hotels.com on the 29th Feb, by phone and Email, no response. Again on the 7th March, no reply. Again on the 9th March. This time I was told that they had no record of my previous calls, despite issuing me a service number. Spoke to a lady called Summer today, refused to give me her surname (company policy). Gave me another reference number, told to wait another 3-5 days.

By far the worst experience! I booked a stay in South Padre for late July. I wanted to cancel due to the condo not being pet-friendly. (We just adopted a puppy) I called to cancel, they informed me it would be a 240$ fee!!! ARE YOU KIDDING ME? My reservations were booked for 4 months down the road. Not only that but trying to speak with someone that spoke English is practically impossible.

We booked a hotel in Berlin for 3 days and 2 nights last February. It was confirmed. We received a confirmation email that it was confirmed. Calling from Prague one day prior to going to Berlin to arrange for a transport from the train station to hotel, we were informed that Hotels.com was not able to confirm our reservation. Frantic, we had to re-book, this time with another site. As expected, due to the short time, booking rates tripled than the one we originally planned. It was the error of Hotels.com. Worse website ever.

Worst experience of my life!!! I originally booked using Hotels.com because of the fact that you can cancel or makes change 24 hours before check in. The reason for this is because I was making a booking for a basketball (march madness) tournament in Reno. If the team I was going to suppose won their last regular season game, they wouldn't play until March 10, 2016 and if they lost they would be playing March 8, 2016.

Booked a hotel through Hotels.com. Room was for an overnight stay after a AC/DC concert. The concert was called off. Because the reservation was a nonrefundable I lose 100.00 dollars. Whoever thought of this type of reservation should be shot in the head. I have no way of getting money back or a room credit. This is the worst reservation type and it should be against the law. I challenge the owner of hotels to contact me ASAP because his company is ripping off the public and his customer service agents on the phone were horrible. I will spend the rest of my days making sure no one ever uses this site. I will not rest until they are out of business. I will be waiting for your call.

A week after booking my hotel, I received a cancellation email from the site. I called and was told even though we selected to pay at the hotel they ran my card for 118. We were never told this information while booking. Immediately I gave the correct information to rectify the situation. Two days before our scheduled trip I received another cancellation email. When I called I was told that someone from my end logged onto the site and cancelled my reservation. Why the hell would we do that if we are planning to leave in two days?

When booking any travel only deal directly with the hotel. Never risk losing money through this company. Their number one goal is to Rip you Off!!! I have spent six weeks with getting a refund of a hotel room that I cancelled 45 days in advance. All they give you is attitude when you call. Don' t answer emails on and on and on.

I have never had a worse experience than dealing with hotel.com. I made a reservation online. I then had to change my reservation over the phone to the following week. I was told there would be a change charge. I was charged a new amount but the original amount was never refunded. I called about the error and was told that they had to escalate the issue to the billing department. I was not able to get any type of email verification or fax. They gave me the number ** verbally. They also could not give me the email or phone number of their "billing department." I am a frequent traveler and this was my first time trying hotels.com. It will also be my last.

Due to a death in the family we had to make hotel reservations. On March 1, 2016 we made reservations for 2 nights through Hotels.com. Due to the confusion happening around my sister-in-law's unexpected death, I made the reservation for March 4 & 5 instead of March 3 & 4. On March 2, I called to make the correction and was told that the amount of the penalty for the change was the same amount of the entire charge for the two nights at the hotel. So, I would be paying for 4 nights at the hotel and staying 2 nights. At no time during the reservation process was I ever told that there was 2 night penalty for making a change of dates (by one day). Very poor policy and very deceptive. I'll never use Hotels.com again.

I booked one bed night with Hotels.com 2 months ago. In the next week I received about 15 e-mails from them with confirmations, requests for reviews and promotions. Now receive one or two promotional e-mails per day. I have tried to unsubscribe and there is no automated way of doing this. You have to e-mail them. I have done so several times and they say it will take at least 2 weeks to stop receiving these SPAM e-mails. 2 months down the line they are still SPAMMING me every single day. No other travel website I know sends promotions so often. No other website I know does not have automated unsubscribe. No other website I know tell you they have unsubscribed you and then don't. I will never use this website again.

I was using expedia.ca and just thought of trying Hotels.com to book a hotel+car, as it is the same group and that was a big mistake. I was booking a room for 2 nights for me and my wife in Cairo. I had booked 4 hotels, which I thought I could cancel before the date and by mistake, clicked the non refundable fare for one of them. I called up the customer service and requested them to transfer my booking amount to a different hotel that I wanted and they would not budge in. Even though the reservation is over 3 weeks away - I am really disappointed with the customer service, who does nothing to help you.

Horrible experience. Booked hotel 2 months before trip. They called me 3 days before trip and told me my reservation not available, hotel overbooked.

Needed to make a change to the existing reservation (which was still allowed without penalty) -- spent almost 30 minutes on the phone with customer service while they confirmed the change, gave me the refund amount and confirmed change was made. Never received email confirmation of change and when checked my account no change made. Called customer service, was told starting changed from scratch and by the way disconnected 2X before could get someone senior enough to help. NO ACCOUNTABILITY. NO "LET ME DO THIS AND GET BACK TO YOU WITH CONFIRMATION." NOTHING. Horrible experience. Will only deal directly with hotel in future.

Tried to cancel a reservation, was repeatedly transferred around for almost an hour to overseas customer service. I tried calling the hotel directly but you are not able to do this. It is not worth any amount of savings for the frustration. I would never use them again or recommend them.

The poorest customer service. Maybe it's ok to book 1 time hotel but planning a package a trip with them, it's just a nightmare. Stole over $1000 and their Indian customer service that barely speak English is helpless.

Hello. February 27th was my 60th birthday (kind of a big deal). We went to Corpus Christi to celebrate. When we got to the hotel they did not have any info on us or our reservation even though I had the information directly from hotels.com. It was not a pretty situation. Customer service said they would refund my money but even though they talked directly to the hotel manager for some reason they could not do what the hotel manager needed in order to give us our "paid" night. It's very hard to find a hotel at the beach on a 79-degree weekend. DON'T USE HOTELS.COM

Book a 7-day stay with Hotels.com and have to cancel. Our contract says if cancelled before a certain date we would only be charged for 1 day. Called Hotels.com and they want to charge me for 6 days? They don't seem to know about what contracts they send you because they are telling us that's not how it's worded and they can't look at what they sent us and don't speak very good English. Have talked to Hotels.com management and they say there is nothing they can do. Very frustrating.

Just had the worst experience with Hotels.com - they took my credit card information over the phone and booked over the phone - said we would get a confirmation email - never got one - so called back. They said they had no record of a reservation and then told us to rebook online - so we did. Today we have multiple charges. One from hotel and one from Hotels.com. They couldn't explain and said we must have booked with another site (which we didn't). We have no record or confirmation number for the duplicate. Nasty customer service who could not answer any questions as to how other charges were made and would not give us a person to talk to! Claimed they were the highest manager - I will NEVER use them again! Spent 4 hours with the hotel and then central booking. Don't use them and do yourself a favor.

Just bad service and incompetent staff specifically a person names Mayank. Booked hotels yesterday. Did not receive a confirmation slip nor was my profile updated with the booking. Spoke to customer. They will not listen. No, such that the booking is on my profile but it's not. Hotels.com continues to blame my email service provided and that I possible have a eye problem. At the end the when asked to speak to management several times I am cut off. Rather use bookings.com. Exceptional service.

We booked a package deal in Miami (5 night hotel stay plus airfare) and immediately received a confirmation email from Hotels.com. After 24 hours we noticed that our booking wasn't listed in our Hotels account. We called customer service three times. (The first two times we were transferred and then disconnected. One person transferred us to Expedia which was bizarre). On the third call we asked to speak to a manager. All of the people we spoke to were hard to understand.

This was my first and last experience with Hotels.com. I booked a reservation for the Sheraton Four points in Polaris, Ohio at the last minute while traveling with my elderly mother. There was a snow storm and we needed someplace to stay while visiting some relatives. Once we arrived, the only staff member working said our two bedroom was not available because we arrived after 1 am (it was about 1:15 and we made the reservation around 11 pm... there was a snow storm). They offered us a one bedroom suite which we took because of the time of morning.

From booking hotel rooms in Los Angeles, CA to Philadelphia, PA and dozens of places in between. 90% of the time I'm traveling on business and need to make reservations quickly when trip plans change. Almost every time I book with Hotels.com they find me a room. I even call to check that the availability is confirmed and when I show up to the hotel THEY HAVE NO ROOMS AVAILABLE. The delay/differences between Hotels.com booking system and the hotel front desk are ALWAYS different/wrong. I'm tired of standing in hotel lobbies and trying to find a room somewhere else in town.

We booked a resort through Hotels.com for 2/13/16. They billed us an additional $27 over what we were invoiced. The resort charged us an additional $25 for a resort fee that hotels.com said was already included in our invoice price. The hotel stay was TERRIBLE. The plumbing on either side of our room was exceptionally amplified to the point of waking us up every time one of the neighboring rooms used the water, toilet, shower, etc. After the 3 a.m. startle, sleep wasn't possible and thus ruined the rest of our weekend vacation plans. Swollen eyed and throbbing head, we complained to the hotel manager but was told they couldn't do anything regarding the bill because we booked through hotels.com.

Do NOT Use HOTELS.COM... Period! I have spent my morning trying to rearrange a reservation that I made through Hotels.com. I first called the hotel, who said that I had to go through hotels.com. So I called hotels.com only to be told that I couldn't change my dates because it was the policy of the hotel that I had chosen. I was going to have to cancel the reservation, then schedule a new reservation for the day before AND I would be paying for both nights. Really?

I made reservations for Valentine's day at a b&b in Tahoe. I received a call from the hotel manager saying he was overbooked. Spent over an hour getting the runaround from hotels.com customer service and 6 other departments to be hung up on twice. I just wanted a comparable room for the same price but they basically told me off. Of course it was a holiday weekend so everything was sold out. They ruined our trip and I would never suggest any of Expedia's booking agencies!

Booked a room January 18th for the LA Marathon on February 14th. Paid in advance. They tell me at the check-in desk on Feb, 13th, that my reservation was cancelled. The hotel was overbooked for that date by 3rd party vendors. Received an email at 1:03 pm that my room was cancelled, even though the room was booked AND paid for. Since it's the LA marathon and thousands of people converge on the city to run this race there was not a room available anywhere. Spent hours on the phone with Hotels.com and they were absolutely NO help whatsoever. They couldn't find a room and merely offered an apology and to refund my money. Never in my life have I booked and paid for a room and then it's cancelled minutes before checking in. Not the way to do business nor to prepare for a marathon.