Hotels.com Reviews

My wife and I made a reservation for a night out and the next day had to change plans because of an unexpected vehicle breakdown. Tried to cancel and was told that we couldn't cancel because we were a late reservation. I mean the next day I called to cancel. They wouldn't listen and told us that either way they were getting their money. So I won't be using hotels.com again. Especially when there are better sites out there. Use at your own risk!!!

Booked a short stay for a special wedding anniversary in a small town in Umbria Italy before Christmas 2015 with Hotels.com. Travelled from the UK and arrived at 4pm in the afternoon to find the hotel CLOSED. I had received a booking confirmation from Hotels.com and the usual reminder from them a few days before travelling. So with Hotels.com you can think you have a room booking only to find out when you arrive that you don't. They offered an EUR 80 voucher as compensation, which is pitiful and could indeed be absolutely worthless. Never to be trusted again!

I booked a hotel room reservation on Hotels.com for a September night in Bar Harbor, Maine. Their website showed that there was free Wi-Fi, parking, breakfast and free cancellation. After I booked, I received a confirmation from the Atlantic Oceanside Hotel showing that there is no cancellation and the room was non refundable. My wife is undergoing chemo at the present time & we're unsure of her ability to travel in September. Knowing that the area books early for September travel, I booked thinking, according to Hotels.com website that I had free cancellation. After a telephone conversation with Hotels.com, who called the hotel, they cancelled but told me I would have to pay a penalty. I have called Visa and informed them of the situation and told them not to put that charge through.

In November 2015, I booked 3 hotel rooms for my daughter's graduation in May 2016. Her college is located in a small town that is rather remote, so I wanted to make sure that I had hotels in place for family that were traveling from all over the country. I usually do all my booking online, but with needing several rooms for several days, I opted to call Hotels.com. I set up my reservations which were quoted to me as in May 2016.

I booked a hotel from hotels.com for my son and his wife. They traveled many miles just to be told by the hotel that the date was changed and the price would be doubled if they wanted to stay at that hotel. I double checked and they did change the date. Hotels.com was no help when the C.S. was called simply stating that it was not their problem. I went on hotels.com again to see what would happen. I put in the date and it was changed for six months later. I will NEVER ever book with Hotels.com ever again as I will tell many traveling family members and friends. The worst embarrassing situation in the middle of winter. I went on expedia.com and booked a room at a different hotel, and it went right through and they enjoyed their stay. Stay away from hotels.com they are a rip off, it's a scam.

I booked a hotel room in SF for my boss at a discounted rate of $359/night. The next day I selected "modify reservation" to add a second night to his reservation. The rates had gone up and were being advertised for $549/night. Fine, no big deal. However, instead of merely adding on a second night for $549, Hotels.com changed the rate for my original night to $549 also. I understand, and would expect, that if I CANCELLED my original reservation and tried to rebook for 2 nights, the rate for both nights would be $549. But I had confirmation of a room on a certain night for $359 and was merely adding on a second night - not re-booking the first night as well. When I called "customer service" they refused to honor the original rate, claiming to understand but maintaining a position that because the current hotel rate went up to $549/night, that somehow gave them the right to make changes to the rate for the night already booked and paid for.

I have been with Hotels.com for over 4 years. Never had a problem... Until I was Cyberattacked. I will tell you that Hotels.com Security is the poorest I have seen in a time of more and more cyber attacks. As my accounts and personal life was compromised. Someone disputed my account or had disputes on them... The point is, I was told I could not know who did all the disputations on my account other than the first name... This is my account but I had no access to information who would have done this...

Never ever use this website. The price they quote is not the price. After you pay the original price there is another $39/night fee at the hotel. When I called to clear this up the supervisor was flippant, sarcastic and used every manipulative strategy to avoid having to solve or resolve my issue. BEWARE this company should be shut dawn for fraud.

My wife and I wanted to stay at a certain hotel on the beach in Lincoln City, Oregon. We went online to search the hotel and date of our stay and found Hotels.com with an ad that showed our hotel and date with a lowest price guarantee of $149.00 per night. We booked the hotel then noticed the charge ended up being $230.00 per night instead of $140.00. When we contacted the hotel personally they told us we never have rooms at this price and we should contact Hotels.com. When we called Hotels.com they said if we could provide proof that they would refund the difference. We went back to the site and took a screenshot of the $149.00 price and sent it to Hotels.com. Even with the screenshot they denied the refund and left the incorrect price up until after we complained to the BBB. This company clearly practices bait and switch advertising to get you to use their booking site. I will never use their site again.

I was using Hotels.com to look for rooms to book and found a place. Before I booked the room I looked at the hotels cancellation policy to ensure I could get my money back in the event there is a change. This is the cancellation policy of Hotels.com: "Cancellation policy: If you change or cancel your booking after 1:00 AM, 02/06/16 ((GMT-08:00) Pacific Time (US & Canada); Tijuana) you will be charged for 1 night (including tax). If you change or cancel your booking on or before 1:00 AM, 02/06/16 ((GMT-08:00) Pacific Time (US & Canada); Tijuana) you will be charged for 1 night (including tax). We will not be able to refund any payment for no-shows or early check-out."

Called hotels.com to ask some questions about a hotel. Rep looked up and told me about another hotel. Looked at photos and it looked good. Got there it was TERRIBLE. Couldn't stay because of condition, but was charged anyway. Hotels.com refuses to refund and has not returned calls or emails after 5 attempts.

I was one night away from my free night. I had a 3 night stay last weekend in Glendale, AZ. My brother-in-law made my reservation; I received the email, checked in since my name was on the reservation. Well, the nights weren't credited so I called. I was told that since my brother-in-law used his email I couldn't receive the credit. I'm done with Hotels.com.

In early December my sister and I, separately, both booked rooms at the Hilton Singer Island for a three night stay. We booked on-line from Canada as we both reside there. The booking confirmation sent at the time of booking was clearly in Canadian Dollars for both reservations. Today reminders came via email with the exact same rate as when we booked but now in US dollars instead of Canadian. It was understood from the beginning that the charges would be in the local currency, US dollars, but converted from the Canadian quoted price. Instead the new charge is the original quoted rate but in US dollars which in fact makes the cost significantly higher.

Made reservations week prior to arrival date. Had to cancel at the last minute due to illness and mother-in-law dying, not to mention I had to lose bengals/Steelers tickets I had. Anyway, called Radisson hotel booked in Covington, waiting on hold and talking to several people and finally was told to call back to talk to the manager. I called back after 1.5 week and they said couldn't help me. I wouldn't recommend either place to my ex-wife if that tells you something. I even asked to have check in date on hold for future stay.

A widget appeared on the hotel website. The widget stated Hotels.com price as $75 and to call a number for best pricing. The number to call was the hotel. They told me it was Hotel.com responsibility to give that price. They saw the widget price. Hotel.com refused to honor the price. Customer Service said they saw the $75 price! Manager saw the price! I checked back a few hours later and they changed the widget price!

Recently booked a room for my college age son & his friends through Hotels.com with Sterling Resorts - Sterling Reef, 12011 Front Beach Rd, Panama City Beach, FL 32407 after thoroughly examining the entire web page for any minimum age requirements, cancellation policies, adult chaperone requirements, etc. Everything appeared to be in order with a minimum age req. of 18, no chaperone requirements and a cancellation policy of one night plus tax if cancelled before 2/5/16 as detailed in Hotels.com Terms and Conditions and Privacy Policy prior to booking @ $199.00 per night for a total of $1,276.35.

This New Year's, my wife and I traveled out of town for the holiday. There was a concert going on so we booked our hotel through Hotels.com. When we arrived to check-in, they had no reservation for us on file. We called Hotels.com four separate times. Twice we were told the issue was fixed and our original hotel had our room ready. Twice we called the hotel ourselves and were told there was no reservation. All the other hotels in the area were booked for the event. We were stranded in a city with nowhere to stay. We were never reimbursed and had to file fraud on the credit card used. We will NEVER use Hotels.com again.

In May 2015, I booked a motel through Hotels.com for 2 nights for January 2016. I booked far in advance because this small town has a big Mardi Gras festival that books up 6 months to a year in advance. The proprietor of the hotel called me two weeks before the booking to say that they have not been affiliated with Hotels.com in 7 or 8 months due to pricing disputes and didn't know until today that I was still booked. They informed me that Hotels.com was supposed to contact me quite some time ago to cancel my booking. I contacted Hotels.com by phone. They were not able to tell me why they did not notify me and only offered me a $50 voucher for future bookings. I refused it, as that did not help me with having no place to stay for the upcoming event. The entire town is booked.

Booked through hotels.com for hampton inn. Plans changed and had to cancel. Hampton inn said "No problem. Will refund your payment." Hotels.com refused refund. Tried to talk to managers at hotels.com multiple time. Even getting someone that had a slight grasp of english was difficult. I will never, repeat never use hotels.com again. After this I researched they saved very little in the cost of a room, and when you figure I lost $266 on the room it really makes hotels.com a rotten deal.

On December 9th 2015, I booked a room on Hotels.com for $5,211.14 for a group of 20. I was charged that amount and when I got to the hotel there was no reservation or anything about my stay. I called Hotels.com 3 times and all they could do is send my information to billing and wait for them to call me. It's now 01/07/2016 and I still haven't heard anything from them. This is by far the worst place to book hotels. I will never do it again. Not only am I out $5,000.00, I had to go to a different and pay a much higher rate. Please go to the hotel site and never book here.

My room was flooded during a Hotels.com stay. I contacted Hotels.com and they simply didn't respond for nearly 30 days until I threatened to call up my credit card company and cancel my charge. Then they put me on hold and did nothing for me. Glad I called my CC company and declined the charges. You should too!

We arrived at the Hotel booked through Hotel.com. The Hotel had no record of our booking. The Hotel have taken an hour to verify this with Hotel.com. This was the most disgusting hotel I have ever stayed in. I see a lot of people worldwide have the same problem. Please stop Hotel.com. Take them off the website.

Booked Microtel Inn in Brunswick Ga 2 queen beds, for Jan 2nd 2016. Upon arrival, the only available room had one queen bed and sofa with no sheets. Called Hotels.com. Got transferred to 3 different reps, one manager. The last rep simply hung up on me.

I booked with hotels.com because they offered the cheapest price online for two nights. Unfortunately something came up and I was not able to make it and had to cancelled. I knew that I would be paying some sort of fee which I totally get it. Well they canceled my reservation and they charged me for one night which is written in their fine print. A day later I received two emails to please rate your experience and insisted I write a review. So I did, I did not insult anyone or even the hotel I was booked at or even hotels.com. then just now I receive an email stating that sorry they could not use not post my review because I violated some sort of rule.

I booked a hotel through Hotels.com for the Hilton suites atlanta perimeter which was a big mistake and disappointment. When I reached out to hotels.Com regarding a refund they told me there was nothing they could do but they're who I paid my money to. The representative Iris was not helpful at all in giving me any options to getting my money back. THIS IS A RIP OFF AND SOME IS UNHAPPY WITH A SERVICE THEY SHOULD BE REFUNDED. My advice - don't do business with hotels.com or Hilton suites atlanta perimeter!!! I also wrote a review about the hotel on google.

Rates are not competitive! I booked a hotel thru Hotels.com for Dec 31st, 2015. When we got to the hotel, I found out that the rate we paid thru Hotels.com was the same rate as the hotel was charging that day! Lesson learned! Call the hotel directly the night before and ask what their rate is. I called Hotels.com to complain but didn't get much satisfaction! I won't be booking thru these guys again.

For over a month my husband and I have been anticipating our first trip together to Jamaica! We printed out our confirmation for the hotel in Jamaica along with other information we knew we would need, and were on our way. When we arrived in beautiful Montego Bay, we got to the front desk and found there was no room at the inn. Literally and figuratively. We contacted Hotels.com and all they did was apologize and offer to help us book a room. Well, we were now IN Jamaica so we could handle it from there, but the reservation confirmation with no room ensures that I will never use Hotels.com again. And now the Captain Obvious commercials that used to make me chuckle just add insult to injury.

I made a reservation at Hotels.com for a night stay at Huatulco Mexico. When doing the booking and payment the night rate was showing of $1056 MXN Mexican Pesos, even the Mexican Flag on the top of the website as it identified my location where I was doing the booking, IP address in Mexico City. 3 days later I check my credit card charges and it shows a charge of $18000 Mexican pesos. They charged me in dollars when they were announcing rates in MXN currency. Their customer support line no help at all. They just repeat like a parrot and they can not do any reimbursement. Very bad experience. I have been booking online at several other websites for many years with no issues, very bad decision using this fraudulent website.

I booked a room specifically requesting a pet-friendly hotel. When I arrived at the hotel, it was not pet-friendly. I attempted to give Hotels.com the opportunity to correct the issue. I called three times. Each time when I asked for a supervisor, I was hung up on. I tried calling a day later and was put in eternal hold.

I made a reservation online with Hotels.com. After I made the reservation, I immediately called the customer service line because I accidentally confirmed the reservation. I was told this would be taken care of. I received my credit card bill this month and was charged for the reservation. When I call them up, they were very rude and said there was nothing they could do about this charge.

Booked a room and needed to add one person to the room reservation. Hotels.com was not helpful and got back to us way after the reservation cutoff day (4 days we waited on a reply) and we were charged for the room. It made our trip very stressful to be in limbo; not knowing if we had a place or not for the two of us or for just one. We will never book on hotels.com again.

Booked online (in Oct.) for a trip in Feb. and canceled within the timeframe (literally 1 week after booking). Here it is, end of Dec. and still haven't received refund and constantly call Hotels.com about it. They keep saying my bank is holding on to the refund. So I called them, and my bank says there is nothing in their system about a refund. So I call the hotel I had reservations at and they still show me having a active reservation for the date. So I'm going back and forth with Hotels.com about the situation and they keep denying there is nothing on their part they can do and push it off on my bank. So I recently call the hotel and asked, "What's the procedure for Hotels.com for cancellation?" So in short term, Hotels.com need to send them a confirmation receipt, in which I've told multiple reps at Hotels.com. Problem still unsolved 14 weeks later. I will never deal with this company again and I will never recommend them to anyone.

Horrible experience!!! Stay away from Hotels.com!!! I book a reservation on Hotels.com at holiday in Santa Maria and when I placed the order, I chose two queen bed with breakfast provided. However, when I checked in, two amazing things happened: My two queen bed is switched to one King bed. And I talked with the front desk about it. They told me that Hotels.com screwed up frequently but they were nice enough to take care of that. However, when I complained to the customer service, the representative is so rude and told me to check the email confirmation, and till then I realized that the confirmation only states one or two beds but not guarantee the two queen beds. This could be a nightmare for me if it weren't the front desk.

My review isn't vastly different than the others on here, but I feel compelled to write it anyway. I was looking for the best hotel and rate for a 2-night stay in Chicago and found excellent rates at hotels.com. (I later found that the hotel had the same rates and that I could have avoided all of this.) So I went ahead and booked at hotel of my choice. Within 10 minutes, I quickly realized that I made a mistake and booked at the wrong hotel. Thankfully, both hotels are Kimpton hotels, so I called both hotels to see if I could simply swap the reservations. No problem. The hotel managers were incredibly nice, however, the change had to be made through hotels.com since they have control over the reservation. Customer service said that they can make the change, however, I will be charged a cancellation fee of $100 as they "are charged from the hotel directly" unless it's waived by the hotel manager. Great!

My initial booking was a non-refundable 3 rooms with a total of 7 guests. Unfortunately my brother has to cancel because of work, leaving 6 guests. I requested for it to be change. And since it is non-refundable, I requested to have one of the room to be upgraded instead. They told me that they will inform the hotel and they will waive the penalty fee for the room change. I arrive at the hotel with none of the front desk staff knowing about the request. I called 2 more times and no one took responsibility of updating me. They even told me that they have no records of my 2 previous calls, and didn't took initiative to make a note in my account only after I demanded for it.

Booked a one night stay through Hotels.com and liked the mobile app. Booking was easy. Cancelling was a nightmare. Per the reservation, I was able to cancel without penalty or charge up to 3 PM the day of the reservation. I tried to cancel online and received errors both using the mobile app and the website and was unsuccessful (error messages). I called customer service and was advised that the system was down. I was asked to call back in an hour. I called an hour later and (after another long hold time) was advised that the system was down.

So I used the hotels.com website to book hotels over a 2 year period. I quite enjoyed the convenience and the user friendly app. For some reason still unknown to me, my account was flagged about a year ago by the transaction department. I could not make any further reservations online, nor could I redeem free nights that were due to me because of their rewards program. I have called more than 5 times to resolve the matter, because I like the website. The customer service personnel say I will receive a call within 2 hours to help resolve. Sometimes I receive a tracking number via email, but the matter is never resolved. I cannot understand the reason for flagging and blocking the account and the service department cannot tell me why. It is very suspicious and I will be shutting down my account knowing probably that the rewards that they offer i.e. 1 free night for every 10 booked is probably a hoax.

I booked a hotel through Hotels.com this New Year's in Miami and on the website it said I was able to cancel before December 26th. I had to cancel as I found a better place which I did right away within their free cancellation policy period. I was charged 2000 USD (full amount of hotel during stay) and NOT refunded. It is completely misleading and a fraud. After multiple calls, and telling me my money would be returned within 72 hours, they send me: 1) an email saying that they were not able to get approval from the hotel so unfortunately, they are unable to refund me, with a note in the end that says they hope to do business with me in the future; 2) a 25 USD voucher to compensate for my experience. I just need my USD2000 and never want to come across their website for the rest of my life.

Their website showed a price. By the time I clicked I got charged another price. Called customer service and they told me they would cancel that reservation and I could make a new one. 317 pounds were to be sent back to my account. That was July 2014. I have called about 20 times, every time I am put on hold to verify info. Call lasts 1 hour.

Hotels.com has published on the 2nd of December the following offers for a room:

I was trying to book online. It did not let me get through. I called and booked through agent. She charged me more than online and did not include the transportation fare from airport to hotel. I called, and was transferred to six different customers, and no one solve my problem.

Never use this Site! The website at the time of booking states the cancellation policy then on the other screen they change it to a "non-refundable policy". You are not able to change date either. So once you book hotel.com doesn't care. When I called "Victoria" a manager would not help change my reservation and they said they called the hotel and the hotel refused... I call the actual hotel, bang no problem hotel took care of it. The hotel even said no one called and that they have a 48 hour cancellation policy.

In attempting to book a hotel for one night, I was directed to Hotels.com from a Google Search. It had by far the lowest rate, so I proceeded with the reservation... except when I actually hit "submit," the amount that was quoted vs. the amount I was actually shown in my charge confirmation had jumped by $30. Is this even legal? While on the phone with customer service, I was also filing a BBB complaint, but the business insists that I was shown the same rate throughout the transaction and that by clicking xyz to verify, I was well aware of the charge. I don't know how this website is still in business.

I recently booked a hotel for one night in London, ON. Living in Windsor, ON, I would have no reason to believe I would be paying in US funds. Having previously booked through Expedia, I know they indicate 'payable in US funds', so I can do the currency conversion, determine if this 'deal' is actually a deal. Nowhere on the payment page did I see I would be charged in US dollars. What I was told I was going to be charged $149 for, I was billed $195 for! I could have easily called the hotel directly and been charged significantly less, in Canadian dollars.

I no longer fear hell as I have already made a booking with hotels.com. My husband booked a vacation package for a nice getaway for the family. Later that day, we received our "confirmation" info but couldn't view or print our protection plan or vouchers as the link just kept sending us back to hotels.com's main search engine. I then called hotels.com to rectify this which began my 8 hour marathon with customer service. First, every person kept passing the buck saying that this needed to be handled by a different department and stated that they could not find the reservation which we just booked and paid for in FULL. I went from hotels.com to expedia.com (in Germany). I don't even speak German! Back to hotels.com, back to Germany then Miami and this went on for 8 HOURS!!! (FYI hotels.com is part of expedia).

On the phone with Hotels.com. This must be the 6th or 7th time, I'm calling them today to cancel a reservation. Their online policy states, "cancel within 24 hours!" Apparently, this means within 24 hours "of booking" as opposed to the industry standard "prior to departure date." Predatory and misleading advertising will get this company nowhere. I've used hotels.com in the past, and have racked up a free night from 10 nights of booking, but never again. I've been placed on hold now for over 1 hour, and counting. Not a single person has come back on for the past 45 minutes to update on the status of my request. Filing a complaint with my credit card company to cancel the transaction. Hoping it goes through.

I booked a trip to Vegas for this coming Xmas through hotels.com. I am going with my whole family which is 10 people. The cancellation policy is if you change or cancel your booking on or before 6:00 PM, 12/23/15 (GMT-08:00) Pacific Time (US & Canada); Tijuana, you will be charged a 28.00 USD fee. I booked three rooms in ONE transaction. When I tried to cancel, I got charge $28 for each room. I called and talked to a operator. At first, the operator even told me if I wanted to change or cancel I will get charge for 1 night. I told him this is not what I saw on my account. Anyway, that is not the point. He asked me what is the reason to change, so I told him base on a yelp reviews the hotel I booked is not a 4 or 5 stars. It is only 2 or 2.5 stars hotel.

I booked a reservation via Hotels.com as it had the lowest price for the night I was going to be in that town. I was taking my disabled son to see a show and it was only one night... that was the only night I searched. All through the reservation process, the website showed me that one date. However, when I received my confirmation, it was for a random date 6 weeks earlier. There was no event that night, it was a school night, and I had never searched other than the date I was booking. I checked and rechecked and there is just no way I typed in or searched the wrong date, much less the wrong month.

I looked at a hotel's price on my PC and later in the day tried to book it on my phone. I was surprised the price quoted was 25% higher. Finding a PC the price was back to the lower one. The booking is a long time off and the site showed the same 4 rooms offers each time. So it was not market fluctuations causing the difference. Picking the 'request desktop site' on the phone sadly kept me on their mobile site and at their mobile prices. How can I continue trusting Hotels.com to give me a fair room price when I am travelling, if they themselves run a 2 price system?

I tired to cancel my reservation and I asked for an English speaking American. They gave me to another person supposedly a manager who became extremely belligerent when I told him I wanted to speak to an American. Then they demanded to be paid for a one night stay although I cancelled well in advance of 24 hrs of my reservation. I will never use Hotels.com again and recommend you avoid reserving through this internet rip off.

I booked all my trip with Hotels.com. About 8 different reservation. By mistake I book an hotel for the wrong date. I called the Customer Service asking to make a change or cancel the reservation and make a new one. Unfortunately because I booked a nonrefundable reservation they would charge me $360 for the cancellation (the whole amount) and they can not make any changes to the existing reservation. So I called the hotel and they told me that they will cancel the reservation without charge only if an agent from Hotel.com will contact them. I try to call again to Customer Service trying to convince a manager to call the hotel. Finally after 3.5 hours of frustration calling to Customer Service until I almost gave up I was able to change my reservation and pay the difference of another $300. Ok I understand I did a mistake and I will pay for it but why they need to misleading me and give me so much hard time for my mistake?

I used hotels.com for several bookings with no problems then when I earned my free nights in which I had 2 free nights coming to me. When I went to use them I could not book anything because the transaction processing dept. flagged my account to where I could not book anything or use my free nights that they promise to provide to their customers. So I called several times over a 2-week period and I was told by supervisors and customer service reps the same thing each and every time I spoke to them or spoke to a supervisor. That someone would call within an hour, sometimes it would within 2 hrs or 3 hrs. In which I never received an email or a call ever from this dept. So even still I have not gotten this resolved still no call or email.

Booked a room at a Days Inn airport location and upon check-in were told we did not have a reservation. The desk clerk called the other Days Inn location and they had us booked there. Called Hotels.com and the agent who answered said we were at the airport location and when did we want to check-in. I kept trying to tell her we were at the hotel and they are saying we are not booked there but we are at another location. Then she was trying to tell me the hotel had a no cancel policy but I told her again we were booked at the wrong location. Finally she said "let me call the hotel and see what I can do" so she did get the first room cancelled but then told us it would cost another $30 for the airport location. Will never use hotels.com again.

I booked rooms for Krakow, Poland for July of 2016. The hotel undoubtedly discovered they could charge more and bumped us. The solution offered to us? We can stay at a hotel over an hour away. Seriously. Otherwise, we're screwed and have to pay another $200+ per night.

We booked a week stay in January on "Hotels.com" paid the balance. In October is our stay, we have to give the site a credit card for incidentals. The "incidental" credit card got billed again for our stay, so double charged. Well, except that the hotel charge was cheaper by more than $144. Calling Hotels.com for refund was a farce. First, they wanted to discuss "why you use our site"?! Huh, well not to be screwed. After 20+ minutes of nonsense they finally agreed to verify the cost with the actual hotel, even though they led us to believe we were delusional. Guess what, we weren't, the hotel verified our claim.

I attempted to book a room in the Lynwood area. However, I was told by the representative that the only pet-friendly hotel charges $25/night for a 5 lb. dog. The representative then proceeded to recommend a hotel a little further away, in Everett. We arrived at the Days Inn and found it to be less than standard. People in the parking lot smoking marijuana, working on their cars, a female lingering/loitering, people up and down the stairs, loud and a definite "no frills" place. The window didn't close all the way and the bed sheets had stains.

I reserved a hotel on Hotels.com 4 months prior to my trip. After my husband looked at the hotel online, he was not happy with it so I cancelled and we never stayed. I was charged $352 because the hotel and Hotels.com claimed I had not cancelled.

My wife did book 6 nights for us in Sihanoukville for my post surgery recovery. It was supposed to be a relax time for us. However, because of this unreliable website, we had to spend the beginning of our stay in a very stressful environment. They debited our money and send us the confirmation via email. We took the flight and since we were transiting in Saigon, we decided to check our emails. We find out that they cancel our booking for security reasons that was not specific at all. We sent them many email, we bought local sim cards to be able to be reachable, we contacted Expedia customer service and hotels.com. They were very polite as any offshore call center in the Indian subcontinent, however, not much of help. We contacted our bank and they said that they send them the confirmation of the transaction and the money was debited.

I have spent the last 2 hours attempting to use a gift card to make a hotel reservation to no avail. The website link that allows such will not work, a partial message pops up when attempting to book which cannot be read. Customer service is of no help. I finally decided that it is really a sham site with trickery in their personal dealings with customers so that we will just throw our gift cards away. I am no novice in the use of computers and am convinced that they have deliberately set up a system such that we will say, our time is not worth pursuing this further. Please stay away from this site.

On 11/12 I booked a accessible, non pet friendly room with the Wyndham in Austin Texas through these clowns for 6 nights. They immediately charged my credit card. I later received a message that there were no rooms available with the accommodations that I requested... However they would not be refunding my $700+ dollars. I contacted the hotel directly and they explained that the only accessible rooms were on the 1st floor, AND they were all pet friendly. I have COPD, 2 spinal operations, and just left the hospital on 9/26. Hotels.com should have known that the hotel couldn't meet my needs, and should never registered me in this hotel. THEY WERE ONLY LOOKING FOR THE MONEY. I am awaiting a call back from the hotel manager. We shall see what he can do, and then its on to the Department of Justice with my complaint AND these 1300.

I made a reservation for one night stay at one of the water parks in northern OH. After making the reservation, the hotel website itself showed that they were running a special promotion which reduced our price from 145 to 116 dollars per night (we had two rooms). I called Hotels.com and explained to them that I would like to get the better rate which is offered by the hotel itself, and they simply said that they cannot match this since this is a special rate. To me, this does not make sense. The point about using similar websites is that they guarantee best price, otherwise, why use them.

Booked a room for two nights thru Hotels.com CA. l never received a promised email confirmation, the phone number stated on their website was not available nor was the direct link webpage shown functional. Unable to get airline ticket for Friday night arrival. Finally found another number -- offshore -- to cancel first night. Was informed that the cancellation fee would be $149.00, the price of the room! I asked to see where online that they showed this policy. Was told that no changes were allowed after bookings, again, no references to this on their web pages. Normally in multiple night stays, if one misses the first night, the reservation is cancelled. Nor would they inform the hotel of this. That would be my responsibility. The ironic thing about this is that the hotel itself boasted free cancellations. Lesson for the few extra dollars book through the hotel chain directly and avoid these ripoff artists.

Booked vacation package to Rio de Janeiro Nov 20, 2015 - Nov 29, 2015 on November 8th. Website does not communicate that American tourist visas are not available to Brazil until December (after the trip). Had to cancel trip and lost $400 on flight. This website will sell any trip to consumer regardless if you can get into country or not. Also when I tried to cancel trip it took over an hour and was transferred multiple times between departments and representatives who could not find the itinerary. Received call from consumer department and was told it was my problem and that there was nothing they could do. This site sells trips and that is it.

Rodeway Inn Miami is a TERRIBLE hotel! I wouldn't wish it upon anyone! I purchased the hotel stay for my friend and her family. I visited for only an hour on Monday, October 26, 2015, at 11pm. When I sat on the bed, I immediately started itching. When I left the hotel an hour later, I felt sick. When I arrived home, I felt even sicker. Then, I noticed I had bug bites all over my legs. I woke up with a fever and chills, and there were welts all over my legs! Just as I realized there were bed bugs in that room, my friend called me to tell me there was vomit in the room! My friend reported this incident to the hotel manager, Silveria **(spelling?), and was accused by the manager of lying. She blamed her children. But, the vomit was not new. It had been there, and was not her child's.

I booked the Knightsbridge Green Hotel with Hotels.com for 4 nights from 19th September 2015. I arrived to be told by the hotel that they had no room for me. I spent from 8.00 to 1.00 am on the phone to Hotels.com. They promised another hotel but insisted I pay first. They took £427 from my account then hung up! When I rang the other hotel they told me there was no booking. After 5 hours on the phone the receptionist offered an apartment which turned out to be filthy and unsafe. We returned the next morning to be given a room at the hotel which turned out to be just as bad. We have now found that the hotel also charged another £427 to our credit card. I have rung Hotels.com many times to try to get a refund, usually I end up being put through from one department to the other for hours on end.

"Best Price Guarantee" is apparently just an advertising language. I just experienced my booking for one night at Intercontinental hotel directly. Would have been 25 euro cheaper than at hotels.com. I called and got an answer they won't pay my money back because I cannot cancel the booking. After long discussion I got 10 euro back, but not the 25 I deserved. But if I did book the cancelable tarif, why would I need the "best price guarantee" at all? I could have simply canceled it! I did a little research online and realized this is no single story: **. I know we are nothing to such a big company, but this is the only service you provide and you can't cheat customers with such lie. For all who doesn't double-check the price afterwards: Don't fall for their "guarantee", because it's not, and you have to get really angry to receive 10 euro back.

Called Hotels.com because the parking deck for the hotel was under construction. You had to pay for parking at another hotel and walk several blocks in the rain to and from the parking deck to get your car. The room says it includes a balcony or patio. It did not, but it did include a view of an alley and the neighbor next door. It's nice to have to walk with luggage to and from your car blocks away in another hotel's parking garage. Oh and when you can't carry all your luggage from your car to the hotel, you get to make another trip to get the rest of your stuff. Real convenient, especially when you are paying for valet parking and it isn't even at your hotel.

I have been in the air for 25 years. My life is spent on planes and in hotels. From Concorde down to EasyJet I have experienced every level of travel and customer service, but never the gross incompetence of Hotels.com and their appallingly badly trained, ignorant and incompetent staff. This company has seemingly no computer system that works, no staff that communicate effectively to each other and no idea whatsoever of customer care or service. Total rubbish. Shameful incompetence. Never, ever again. Once was enough.

I booked two hotel rooms at Hotels.com. Unlike sites like booking.com, they debit your visa once you booked them. Few weeks later, when I cancelled them (free cancellation), I was refunded few days later. How quickly they charged you and how slowly they return you the money. In total they refunded me $50 lesser without giving any reason. When I contact them, I can't get a satisfactory answer why I have to lose $50/- from the cancellation. Total a con and scam site. Avoid at all cost.

I booked a hotel room in a foreign country with Hotels.com. I was given the option to make a 50% deposit on my room with my credit card. When I got to the hotel they informed me that Hotels.com had not actually made the deposit. When I got home from my vacation I had to call my credit card company and keep Hotels.com from trying to charge my credit card despite the fact that they had never actually made the deposit with the hotel. I went on my facebook page and let my friends know how unhappy I was with Hotels.com. I then received a snotty email saying that my account had been canceled because I had "violated" their policies. Horribly incompetent website. I will never use them again.

Hotels.com showed a "bargain" rate for Hotel Zephyr at $154 per night. Not until you click on "purchase" did the site add on the $24 room tax and I learn that there is a $59 per night parking fee. All these costs together were higher than the hotel booking site.

We booked our family vacation through Hotels.com. We requested 2, nice, pet friendly suites for a family of 6. When we got to our hotel, they were not pet friendly. Our $2,100.00 could not be refunded till after our vacation. This forced us into paying another $3,200.00 for another hotel. This left us NO FUNDS left for our kids to do anything. We did get our $2,100.00 back 2 weeks later but nevertheless, my vacation time was all used up just hanging out in a hotel for 7 days. WE GOT SCREWED!

This is one of those "reservation" companies that you do not want to deal with. Their call centers are located abroad with people answering the phones that have absolutely no brain/authority to solve/assist customers. I just ended up in Manila and Pam, a supervisor answered the phone. After trying to get a reservation cancelled I made less than 24 hours ago, due to a mistake on the dates, she was completely unresponsive and unwilling to work on even changing the dates. I would like to suggest to everyone reading any of the 1300 negatives reviews to take your business elsewhere to make your hotel, car and flight reservations. Online "reservation" companies keep popping up and they offer "great" deals until you need to change something. It is NOT worth it! Avoid being frustrated as a result of trying to save a few dollars by dealing with companies such as Hotels.com.

This is one of the worst companies I have ever dealt with, would highly recommend everyone stay away from dealing here if at all possible. Not sure where to start but have had difficulty with reservations where I was charged twice and they refused to reverse, took multiple calls and finally dealing direct with hotel to get the situation resolved and my credit card refunded. Also, they have not given me credit for nights stayed even though I have the confirmation numbers and the hotels themselves have confirmed.

Called on 10/27/15 spoke to a Lee. Nice guy, promised me a shuttle from and to the airport. Told me the hotel is right by the airport. I asked about Disneyland tickets but it was at the end of ordering process, and Lee told me he would have to start all over on the order suggested to see if the hotel sold them. When I called hotel to confirm the shuttle, I was told they have no shuttle service to or from the airport & 20 minutes away from the airport, and they don't sell Disneyland tickets. To top it off it was a smoking room which I was not given a choice on that. The hotel was kind enough to change it for me. When I tried to call Hotels.com it took 2 hours including sending me to the UK twice, 13 people. When I put my email or itinerary in on their website, they couldn't even find me in their system and now I cannot confirm my itinerary because I do not show up in the airlines systems. What can I do?

I booked a two night stay and found out that the room rate dropped from $135/night to $90/night. I requested an adjustment - not even money back just a credit to use at another time as I have booked many times through them. Immediately was told by one of the Ace team members that they wouldn't adjust against themselves. POOR POOR customer service. Will never book through them again. Many other options out there.

Omg! Never again will I use Hotels.com website. I took a promotion to book a package deal for a 2 day stay with flight included. This is not even worth a star review. I'm so upset because I have no confirmation number, no itinerary number or nothing. But my credit card was instantly charged. I called to cancel and was told that it would take a few hours. The trip is next week to celebrate my daughter's birthday. So I have no hotel, no flight and no money. I have a huge stress headache. I have to unravel this mess and still book a trip for next week. Don't use Hotels.com ever!

I was traveling with my two young children and my father, who has had many health issues as of late; needless to say, we were on a much needed vacation. I booked our room through Hotels.com. We arrived at our hotel and they were overbooked. This was a holiday weekend, so every hotel on the coastal town and surrounding areas were booked up. I contacted Hotels.com in hopes of receiving help, talk to five different call center representatives over a 2 1/2 hour time span and was hung up on twice... After waiting on hold to talk to their "relocation department" for 45 minutes each time. At about 11:00pm and sitting in a parking lot with my kids uncomfortable in the back of a cramped vehicle, I gave up and asked them to book me another room as close to our location as possible.

I had a recent, horrendous experience with Hotels.com. I had reserved at one hotel (AR 218) in Mexico City. Just before my trip, I canceled that reservation and rebooked with the JW Marriott in Mexico City, always with Hotels.com. Despite my calling hotels.com to CANCEL my first reservation with AR 218, I was charged for one night by them. The hotel claims the hotels.com never communicated the cancellation to them, while Hotels.com claims it is my problem to work out with AR 218. The incompetent and rude telephone staff of Hotels.com are terrible -- they fail to retain any information communication during calls, and, ultimately, refuse to give me a refund for a hotel that I had CANCELLED! I am furious and out $229.37. I will never, ever use them again! They are so disrespectful and in this case cost me $229.37 for NOTHING due to THEIR clerical error.

I booked a room through the mobile app. Within 10 minutes, I learned I would not need the room and cancelled the reservation online. I went to the hotel anyway to confirm my cancellation with them directly. The desk agent told me she showed no reservation in my name and that it must have been cancelled through hotels.com or was never reserved in the first place.

Called and complained about the hotel. Many things wrong with the hotel. Want a refund and all you can get is an Indian or Hispanic that you can't understand. All they want to do is keep your money even when you are dissatisfied with the service.

After booking 10 nights you are supposed to receive 11th free. When time to redeem, they did not give me credit for 3 most expensive nights. I let that one slide, thinking it was an issue booking via telephone instead of online even though I emailed them FIVE times to correct problem. A couple days ago, I had $105 credit for free night. Today, they removed SIX of the most expensive nights saying we cancelled. We did not.

I arrived at my hotel at 2 am after a long day at Six Flags. Only to find out that one of my two rooms have been cancelled by Hotels.com without permission. The hotel was completely book with no rooms available and I had 7 people in my group. I tried resolve this problem with Hotels.com to find out what happened. They tried to tell me that I cancelled the reservation but why would I cancel a reservation when I knew I had 7 people in my group.

I have booked a hotel room through hotels.com in May 2015 at HK$1070. I have chosen HK$ as currency and pay with Visa card through Hotels.com website. After I returned from trip, Visa card charges me US$1070. I called Hotels.com over 10 times and no one could help and return the overcharged fee. I provided captured screens as proof, but still not accept. Hotels.com claimed: In June 2015, they could try to refund US$1070 - HK$1070 with coupon. In Oct 2015, they only offer US$100 coupon. No further followups and feedbacks from Hotels.com. I won't use Hotels.com again, ever.

Booked for years through "3rd party" of all brands. Today Holiday Inn Express doesn't have the 2 beds "guaranteed" in my reservation. After several calls and almost an hour on hold. Hotels.com tells me they will book me a new room at no additional fee. Once transferred I get an entirely different story, I have to pay additional fees. I ask for a sup and am put on hold for a while. I call with other phone and pleasantly greeted. Explain situation and identify my confirmation and am disconnected. Other rep returns says no sup available I have to pay. I made reservation while waiting and asked for refund. Another hold then finally a refund. Has to be the biggest scam going to profit off all the 3rd party bookings then blame on 3rd party. The hotel is the one advertising the availability!

I cancelled a Hotels.com reservation online and confirmed that it was cancelled b/c the hotel was no longer under Manage my Reservations when I was logged into the website. Then the hotel charged me anyway (I guess Hotels.com did not communicate the cancellation to them). The hotel says that they need a cancellation number but the website did not give me one!! Hotels.com says it is the hotel not them that charged me so they can't do anything. Really? I booked it through their site. Do not trust Hotels.com.

Hotels.com provides poor service. Inaccurate charges, poor communication, and they charge cards and cancel if guest and card holder name doesn't match. But they don't tell you that in advance. Rude representatives. If you've had an experience that went beyond unprofessional service and you're interested in pursuing a civil lawsuit against this company for malpractice please contact **. These companies need to be stopped!

After being on the phone with them for 1/2 hour, giving card # and all info... like it never happened. I even spent the time to link the transaction to a Hotels.com acct - I forgot I had to get the points. Confirmed the link and everything!!! How in the hell can you explain THAT?! Foreign customer service reps - very hard to understand. Never again. NEVER again.

I only put 1 star because I had to otherwise it would have been NO stars. I made a reservation back in July for a room in October. I called & verified with the actual hotel that they had my reservation, & they said they did. I got an e-mail from Hotels.com on Wednesday (my hotel was for that Saturday), saying I no longer had a room! I called them the first time I got put on hold & the representative never came back. The next two calls I got hung up on. I had to call two more times & was on the phone over 3 hours!! Finally they found me a room @ a more expensive hotel & said they would pay the difference. They booked it. I checked my bank account because of all the hassle in dealing with them & they charged me TWICE!!

Please read before you book!!! Please don't use this site and deal w/ the hotels directly. I cancelled thru their site and they stated that I never did. Charged me for the hotel I cancelled thru their site and did not give me the points that was charged thru their site. Anyone that know me is knows that I do not lie and help fellow consumers. I contacted them to resolve and they still have not since July. If I can save others money, it will be worth the $150 lost thru these scammers. A popular website would not allow me to voice my concerns on their website.

Hotels.com cancelled my booking in Holiday Inn at King's Cross (150 miles away from my home) with no explanation after taking full payment of £313, leaving my partner, daughter (13 years old) and her sister stranded with not enough money left to book another hotel or any phone credit (after using it all on Hotels.com) at 8.30 pm on a Saturday night. I rang and spoke to Jackie ** who offered no explanation as to why the booking had been cancelled but assured me that this matter would be resolved and I would get a call back within the hour.

Hotels.com customer service promised a full refund when I had to cancel a trip to Myrtle Beach, SC because of weather approaching related to a recent hurricane. Myrtle Beach ended up getting 20 inches of rain (equal to over 200 inches of snow). Roads were flooded, curfews were in place - we would have been in serious trouble had we gone. At any rate, I was assured a full refund and ended up getting charged $98 by Hotels.com with no explanation and ZERO response from them after 3 attempts.

I booked a room but realized I would not need it. I cancelled it. Received a cancel confirmation number. However, I never received the reimbursement. Sent an email with both the booking and cancel confirmation. No one ever responded. Took to Twitter. The response was to call their 800 number.

Found an advertised price of 101 and tried to book it. Final price was well over 200. I even tried using the very same night as advertised and it did the same thing. The reg price "119" Westin Pasadena was not even close. Hotel.com is a scam! Fraud.

I created and later cancelled several hotel reservations with the understanding that my credit card would not be charged and that I could cancel without a penalty. Well, my credit card was charged and credited 23 different times over the course of 2 days. This was a corporate credit card so I had to account for each one of the charges and credits...Extremely inconvenient. Also, I did keep one reservation and selected to "pay when checking in" but my card was charged for a prepay instead. By the time I figured out what happened with all these charges, the hotel reservation had already been used and I was stuck paying $2,723.92 for other people's hotel reservations.

This evening after my run I went down to lower lobby to the gym. Two security guards came out the door and closed the door behind them. I asked if they could open the door, I'm going to the gym. I showed them my room key and gym key. They said no. I have to go upstairs through lobby and down the elevator. I repeated "these are my keys and the gym is right there." They said no. This is ridiculous and not the first incident. A week ago I had my clothes stolen from the hotel laundromat. I went down to security desk, told him what happened. He said hotel is not responsible. I told him I was the only person washing clothes and no other machines was in use. He said he was going to look into it. I haven't gotten any information on that. Walking out the lobby, security hang out with the smokers right under the no smoking sign - something has to be done about these guys.

I have been using Hotels.com for the past 2 years because of their competitive rates and their Silver Rewards Program. When my account was suddenly frozen for whatever reason, I found it extremely difficult to contact a representative who could assist me. Furthermore, I booked two nights at a hotel using my Rewards Nights but the following day, both of these nights were cancelled by Hotels.com. I never got an e-mail as to the reason why and my Rewards Nights (hundreds of dollars worth) have since been effectively deemed obsolete. I have called and e-mailed multiple times for the past 3 months but have yet to find anyone who would assist me with these issues. It seems like they don't really care. Each time, a representative would e-mail me ONCE and when I would reply to further discuss the issue I wouldn't receive any reply. Incredibly frustrating customer service. I am disappointed with this business.

Lucky to get one STAR. Hotels.com is a probably the worst online booking website out there. If you ever have an issue with them it will never be resolved. Their call center is in a 3rd country and you can't understand a word when on the phone. I had an issue with them and it never got resolved. Every time I called I would have to explain everything all over again. And every time I give them a name to whom I spoke prior to they always say, "No one works here by that name." They do nothing for the customers. So beware!!

Do not use Hotels.com. I have called 7 times and sent 2 emails. Every time I was told that an email was sent to another department and I would be contacted in one hour or 3 hours or 24 hours. NEVER HEARD FROM HOTELS.COM! It's been 6 days. Save yourself the trouble and use a different service provider that has customer service!

I apologize in advance for the length of this negative review. I do not usually bother to post online complaints about businesses, normally I just don't use services I have issue with again. In this particular case I felt compelled to share my experience by way of warning potential customers to think very carefully before making important vacation reservations with this company. I wanted to be detailed lest anyone think this is an unwarranted negative review.

While making a reservation with Hotels.com, I accidently booked 2 rooms instead of 1. When I caught my mistake in the confirmation email, I called customer service right away. A woman named "Erica" told me that I should have paid attention and they cannot change the reservation. This was in October for a stay in December. She was extremely rude and spoke in a harsh tone. In desperation, I called the hotel directly and they were able to cancel the extra reservation and give me credit. I will never use Hotels.com again.

I was hesitant about giving my banking info online but I went ahead anyway because I wanted to ensure a place to stay during my travelling. After receiving my info, Hotel.com ensured me my room was booked. I called the Cabot Trail Motel to confirm this was true twice in the following 5 hours but nothing showed up for their bookings. I was very nervous and after a difficult time of trying to find a representative from Hotel.com to talk to, I finally succeeded and they ended up calling the Cabot Trail Motel and straightening everything out; however, upon that time the room rate was raised higher and I had had enough. I cancelled my reservation and was guaranteed by both parties I would not be charged as I cancelled well ahead of the regulation time (48 hrs).

Made a reservation for a motel via hotels.com. They guaranteed lowest price. I requested a couple of items on hotels.com's online form. Motel was fine though they had not received my requests. When checking out, I was given a receipt showing a charge that was $60 less than what hotels.com charged. I have contacted hotels.com about the discrepancy but do not expect satisfaction. Seems this is their business practice. I have receipts from both motel and hotels.com but I am unable to attach them tonight.

I had a horrible experience through your company & your customer service. I was using the Hotels.com app on my phone looking for hotels in PA and when I went back to the home page of my app it said I had a room booked for the next night in a hotel I never booked. I am 100% sure I didn't book any type of room for the next night. I'm not sure what type of error it was, I do have my card saved on the app but didn't think it would reserve rooms I didn't book. I called customer service and the representative I spoke to said that she would call the hotel & when she called she was told nobody was there to authorize a refund until the next morning. The woman PROMISED me and said she would put in notes she could credit half of my refund. I told her I wanted to call the hotel once more & ask again but before doing that I asked her if I called her back I could get a 50% refund. She promised me yes and clearly stated she would put it in the notes.

I booked Waikiki Gateway Hotel one month before I was supposed to live in via hotels.com. As the contract stated, I have to pay immediately and after they received my money, my booking was confirmed.

On two separate occasions I attempted to reserve a hotel room using different credit cards after being declined due to "fraudulent" explanation. Totally not true. I then used Booking.com with no problem, but this was more expensive. Seems like Hotels.com just doesn't want to honor their prices. Totally frustrating... I will not attempt to use them again!!

I booked a reservation with a hotel that had a 3 star rating on their site. Subsequently I found out on other sites that the hotel was likened to a crack den and had received 1 star. Accordingly, I cancelled my reservation. Unfortunately hotels.com did not. When I tried to work through customer service (in Manila) they told me that the hotel manager was not available and that they would get back in touch with me in 24-72 hours. They never did. I called them three time and each time the process was the same. They would put me on hold in order to call the hotel, come back on the line saying the manager was unavailable and then say that it would be 24-72 hours to get back in touch with me. The last time I called they said the manager would be back in 2 weeks. Do not do business with this organization!

Housekeeping at the property failed to clean my room. The front desk said since I booked through Hotels.com, they were unable to adjust my bill. I was told to contact Hotels.com. Hotels.com said they were unable to provide an adjustment as the property claimed to have no knowledge of the issue.

I'm gonna make this long story as short as I can. Booked through hotels.com twice. First time didn't have a problem besides bugs. Second time they canceled my reservation without giving me answers why. Went to hotel. They said my reservation wasn't canceled, it never even existed. Funny how my money is still missing though. I told hotel I booked with them yesterday and they said, "That's impossible because we've been completely booked for two weeks straight." Called hotels.com but they couldn't tell me anything because I was giving them the wrong email and phone number. I can log onto their website with that same email though and I still receive emails from them on the same address on a daily basis.

On 8/18/2015, I called Hotels.com while I was in Cancun about booking a room for two nights starting the same day, 8/18/2015, at a price matched with another website off of www.getaroom.com through Kayak.com. (I wanted to stick with Hotels.com as I have used their services for several years now and like to add up Hotel stays for their advertised 10th night free.) For those nights, Hotels.com was charging $849.37 for two nights, and www.getaroom.com was charging $500 for the same room for two nights.

Tried to cancel a reservation with Holiday Inn that I unknowingly made through them. This because an hour later I found another hotel closer to my destination. I called them immediately. They said I agreed to their no cancellation policy when I made my reservation. This was UNTRUE. They did not communicate this policy. My opinion is they are deceptive, unethical, sleazy, and to be avoided at all cost. Also, their rates no better than contacting the hotel directly. My advice: AVOID!

We booked hotel through hotels.com to be close to our son's hospital where we had a very early appointment at the Children's hospital in Atlanta. As soon as we walked in the room, it smelled and was very dirty. My son who is immune suppressed tried to sleep and started complaining about his skin itching, sure enough he had several bites on him and I had a bite on my foot. I looked under the bed and it was beyond filthy. We left an hour later to the Marriott down the street and paid $210 for a clean room. Hotels.com substandard service would not refund our money although I called them immediately as soon as we were leaving, sent customer service pictures and provided picture proofs of the hotel's filth. Needless to say this will be the last time we use hotels.com.

Hotels.com is probably the most unethical organization I have ever dealt with. They pocketed my money and refused to honor the booking. I filed a case in court and dragged them to court. Left with no choice they refunded the money. This after numerous email requesting them to refund my money fell on deaf ears or blind eyes!!! Once they were issued court notice and we submitted all relevant proof, they refunded the booking amount with compensation. Better avoid rather than subject yourself to all the hardship.

I tried to book our Inn stay online. There were problems with the site and accepting my credit card payment so an info box popped up to call them. I called and reserved our stay. When my cc bill arrived, I realized that I had been charged twice. Probably from the online reservation and from the phone call. (There was no confirmation e-mail from the online charge or I would have known right away.) I have repeatedly called them to refund the extra charges but to no avail. All they say is that they will refer the matter to their billing department (which I suspect doesn't exist). I've never received a phone call or e-mail back regarding this matter.

We wanted to book a hotel in Dublin CA. When we entered that destination Dublin Ireland came up. We booked a room thinking it was Dublin CA because that is what we entered. We booked and paid for the current day. Since Ireland is 5 hours ahead it was 3am the next day there. Hotel.com took my money and I don't know how to get it back. Can anyone help me?

I recently made a reservation for Quality Inn, Niagara falls on Hotels.com and Hotels.com - quoted $140 per room per night. After our stay, the hotel charged us again accidentally and the per room per night charge was $63. What a racket! They make you believe that they will provide you the least cost options and end up charging double the amount. I put them up there with companies like Enron that have no ethics, no values. While they will spam you regularly once you open an account with them... my email to customer care was never responded to... obviously! Another trademark of a company that operates that is extremely unethical.

I booked a hotel in Berlin via hotels.com back in June for this coming October. I booked early in order to avail of a cheaper rate. I recently emailed the hotel to make a room request and they informed me that I did not have a room booked. The booking had been cancelled back in June as they couldn't verify my card details. This was despite hotels.com sending me an email confirming and guaranteeing my booking. Hotels.com never contacted me to check my card details and never even told me my booking was cancelled. If I had not contacted the hotel with a room request I would not have even known that I had nowhere to stay until I actually arrived in Berlin as you pay the hotel in full on arrival.

I called hotel.com on the 11 of September to make reservations for a hotel in Waukegan Gurnee. She gave me the hotel in Gurnee at the price of 55.00 a night. So i'm thinking good deal - now i can see my son that's in the navy in Gurnee. I made reservations for 3 guest, 2 rooms with two double beds. When I got to the hotel, taxi cab was very high coming there. They told us we only had one room with two double beds, so I'm telling the clerk I made reservations for two rooms. She's telling me it's only saying one room with double beds. I get back to Memphis to clarify the problem. They tell me my daughter was a no-show on the other room, which all three of us had to cram in this one room. Money out of my pocket now, one refund back.

The Hotels.com did not tell the truth. Called Hotels.com to obtain partial refund due to need to check out 2 days sooner than the booked 8. The call wait was 28 (not 9-15 minutes the auto voice says) to talk with a Hotels.com rep. The rep said he called Rodeway Inn for the refund approval and said Rodeway Inn said no refund. The Rodeway manager said they were only asked if they charged doubled for an early checkout and said no. The Rodeway Inn manager apologized, advised they would arrange for the refund. Hotels.com untrustworthy.

DO NOT BOOK THROUGH THEM.... Unless you like to get ripped off. They charged my card for a hotel stay that never happened.

Charged for room never used. Accidentally booked two rooms 9-20 to 9-22. Called hotel to change to 10-20 to 10-22. Hotel said "fine, oh wait you booked thru hotels.com." Called hotels.com. Their charge is for 1st night's stay for both rooms, $300. Never use this service except to find hotel. Then make reservations directly with hotel. Hotel will cooperate. This is how hotels.com makes their money. They're not getting any money ($300) from hotel.

Earlier this year I tried to book online through hotels.com. They changed their prices from what was quoted and actually tried to charge me higher amount than the hotel directly, so I booked direct with our hotel. It was clearly communicated not to reserve the date and that I was going direct through the hotel but they debited my account regardless. It took a lot of stressful calls to get resolution! Now months later, they saved my debit information and put hundreds of dollars of charges to my account for dates I CLEARLY advised them were in error AND NOT to charge my account.

3rd June 2015, I booked a hotel in South Africa for one D/N through Hotel.com for 16th June 2015. By some reason, our plan changed so we have to cancelled that hotel booking. The payment was made to them by bank card. Their cancellation policy said "If you change or cancel your booking after 6:00 PM, 12-06-2015 ((GMT+02:00) Harare, Pretoria) you will be charged a 100% fee." Accordingly, I cancelled the booking on same day. Till date, I have not received any refund for cancellation. I have been long mailing them, calling them but they simply say, "We have refunded." But not giving any bank proof for such refund. Ridiculous to hear that payment has been made without any bank proof. Can anyone help in this matter.

I booked a room for 09/12/2015 then I canceled the room on 09/11/2015, to reschedule on 09/17/2015. They charged me the hotel for a no-show visit, after I had canceled in enough time, I spoke with an agent (who barely spoke English). So not only did she NOT CANCEL THE RESERVATION, BUT DID NOT EVEN MAKE ANOTHER RESERVATION AT THE CORRECT HOTEL. I am now trying to dispute this through them and my bank. I spoke with the manager of the hotel and they said I would have to go thru Hotels.com to get my money back, and Hotels.com are saying I have to go through the hotel.

I made reservations for a hotel in San Antonio, TX with Hotels.com. When we checked-in rooms were filthy with stains on the mattresses, mold in the bathroom and shower. I logged a complaint to Hotels.com at 3:00 or 4:00 in the morning when the roaches were crawling everywhere, even on the bed. Waited til 6:00 am outside room til there was someone at the front desk to checkout. They charged for 4 night on my card and insist that we stayed all 4 nights. Thieves and liars. Who can help me???

Unbelievable. When I booked my hotel (Econo lodge Oceanblock) on Hotels.com on 9/1/15 I chose "not to be charged until my check-in". Today (9/14/15) I checked my credit card and not only was I charged for the room but there was a hotel booking fee attached?! When I called Hotels.com they said "let us contact the hotel..." Minutes later... "We're so sorry, but the hotel changed their policy so you do have to pay now but you won't be charged when you get there."

I booked my hotel room late at night. When I arrived at the hotel, I was told the payment from Hotels.com wasn't received, so I had to pay for the room and seek reimbursement from Hotels.com. After several different conversations, I was assured time and again that my refund was coming. It has not come. I see no way to get my money back and am receiving no help from Hotels.com. They keep saying that the finance department must process the refund. They then tell me that I must take the issue up with my financial institution, but when I ask my bank, they have no record of a refund. DO NOT USE HOTELS.COM! They are crooks!

We booked a hotel and we gave all the credit card's information. Then, when we got there we didn't find the hotel. 4 other persons were looking for the hotel too. The shop next that address said that at least 10 other people were looking for that hotel since the morning. We were tired, disappointed and stressed. We had to find another hotel to spend the night. And when we called Hotels.com the waiting time was very long. The employee told us that they might charge us fees until they verify our story. Hotels.com was unable to reach the hotel and we didn't hear from them since (not even a confirmation that the hotel doesn't exist and that we will not be charged). 10 days after this issue, the hotel "Williamsburg Hostel" is still in Hotels.com Website!!!

Found offer on the net for Best Western in Willmar at Hotels.com for 76$ for a night. Booked and got a confirmation in 1086.20 NOK. That does not match, but it said taxes were included so I thought OK. At the hotel I was presented with a price of 155$. Travel a lot and never seen anything like it.

They advertise lowest price. When I booked they charged my credit card the day I booked. When I got to the hotel I found out I overpaid hotels.com $50. We contacted them and they would not honor their lowest price guarantee or refund the overcharge. We were in a wedding party and several others had a $25 per night lower rate. If you want to travel and be thrifty NEVER USE HOTELS.COM or EXPEDIA the sister company. Book direct with the hotel.

I would not buy my ticket from Hotel.com again. I had really bad experience with them. I bought my ticket through them for Morro bay for three nights. I couldn't go there for first night for some family reason. I tried to cancel it a couple of time but Hotel.com representative told me that if I cancel my booking I will lose my money. I tried to talk to the hotel manager and asked if he can refund or change the date. He said that he can't do according to the hotel.com policy. He told me that he is going to leave it open and "you should try to go there second day." We drove four miles and found out hotel was sold out and they didn't save a room for me. Hotel manager for Morro Shores Inn and Suites was very rude. They told me that since you didn't show up yesterday, they gave my room to someone else.

I booked a room in Pismo beach for 2 night stay on holiday weekend. My 74 year old mother who has never been in hospital had signs of a stroke. I took her to ER, she was admitted to hospital. I got home 1:30 morning, called to cancel reservation and told I had to pay $234.00 for first night per policy. If you go to website to book room clearly says you may cancel reservation. But after booking through Hotel.com, with your confirmation policy now changes to 24 hr notice. I clearly wanted to go on vacation but a family emergency happened! My money should be refunded in full!! I called; try talk to manager - no one there to talk to!! I will NEVER book anything through Hotels.com again.

Booked a hotel through Hotels.com 3 days in advance. Hotels.com gave me a "discount price". When the date-verification and transaction # were sent to my email, they had booked TODAY's date. I called the hotel directly to change it and got "Sorry, you booked through an outside agency, we can't change it" response. Oh this gets better!! When I called Hotels.com customer service, they could not correct their mistake and said, "We're sorry, you have to pay even though you're not going tonight." I spoke with a Hotels.com manager and she said she could offer me a "similar room for the night I needed but it would cost TWICE AS MUCH AND I still have to pay for the night I don't need! The confirmation said I could cancel my reservation up to a certain date with no charge BUT THE DATE ENDED 3 DAYS BEFORE I EVEN PLACED THE ORDER!! This is an outrage!!!

Today, 9/7, I reserved a room and my plan's changed so I cancelled. Per the cancellation policy, I would not be charged if I cancelled before 6:00 pm. The caveat, it had to be before 6 pm on 9/4! They backdated to trap if there was a cancellation. Not only is this unethical, it is predatory.

I made a reservation in Albany, NY, and when I arrived to check in, I was informed that I was not allowed to stay alone because I was under 21. I did not know anything about this rule beforehand, so I was told I would not be charged regardless of the cancellation policy. However, I have recently discovered that I was charged anyway, and while trying to get my money back, I called the hotel directly. They told me that because I booked my stay through Hotels.com, I would have to also go about getting my money back through Hotels.com. I have called and emailed, and they keep referring me back to the same people - people who say they are unable to help me. I will never use Hotels.com again, because this is frustrating and just outright stupid. If they want our money that bad, then they should actually give us service that is worth it. I suggest booking on some other site and avoiding Hotels.com at all cost.

I booked a stay at the Tweelwonen Kaagresort through Hotels.com on 6/25/15 and received a confirmation email from both parties the same day. On 8/12/15 I received an email from Tweelwonen Kaagresort stating that my reservation had been canceled. I called the resort that day and the individual that I spoke with informed me that someone else had already booked the apartment before I had, and that was the reason they canceled my reservation. I asked how I was able to book, and pay in full, for an apartment that was unavailable and was informed it was "a computer glitch". I informed this individual that my credit card had already been charged the full amount of $1033.82 and that I expected a full refund. He stated that that would not be a problem and my money would be refunded within seven business days.

I booked a hotel through hotels.com in New York. After a long flight I came to the property and there is no hotel. I spoke with the owner and they confirmed there is no hotel here. Phone number says it's invalid. It's a scam. I contacted hotels.com and was told they are verifying what I am saying. Right now I have passed 1 hour 30 min mark and been passed around and no one seems to be able to do something.

On our upcoming trip to New Orleans, LA. As in booking our room it was at $98.00 per night. When in checking on our booking, it was not ever shown as I booked it, but as the price of the day ($153.00-$134.00) and such. I've even booked as a guest that will show less than the price showing that I would owe at that time, REALLY. What sham are you pulling? Who keep the overage? Tried to contact Hotels.com, with no reveal. Can you trust this? How many of you have been tricked? Check your bill.

I have never had a booking issue with Hotels.com. What is most frustrating to me is it seems their site is always down! I am always receiving an error message - trying to reach the website more than not. This definitely makes me NOT want to use their service!

DO NOT USE THIS SERVICE. They are a scam. I have booked 14 with them over 2 separate trips but they WON'T allocate the first trip to my account. I will not be using this company again.

This company lies. If nothing else convinces you, you should know that every customer service agent refuses to give their full last name. Probably because they're asked to lie and cheat on behalf of this ** company. If everything goes smoothly, then it's fine. But if there's ANY problems, they will lie in your face and hang up on you just so they can keep whatever money it is they unjustly received from you.

I booked my room on Hotels.com. Looked through the pictures, and got the "queen cozy room". When we got there our room was more than cozy it was tight. Had to roll over the bed to get to the other side. The room looked nothing like the pictures. Old furniture and bedding. We did not even used the shower. I went ahead and made reservations at the hotel next door and when we were leaving the next morning, and saw the other rooms I was shocked. My husband asked if those were "suites" and the maid said "no, you just booked yours through a third party".

I called Hotels.com to see if there was smoking at the Best Western Plus Rivershore Hotel. The lady put me on hold. I assumed she was calling the hotel. After waiting a few minutes on the phone, she got back to me and said "yes you could smoke on the balcony." I was happy because my friend and I were taking a girls week day weekend and looked all of for somewhere we could smoke. Our destination was Vancouver Washington but decided we would stay in Oregon City because we could smoke on the balcony. We arrived at the hotel. I was signing the check in paper and had to sign a no smoking policy or a charge of $250 if you smoked anywhere. We were not happy to have been lied to and staying so far from our destination.

Made a reservation for a hotel in Las Vegas. Both my husband and I were awaken from the bites from the bedbugs. We had no choice but to throw out all of our belongings in fear of bringing that mess into our home. I have requested a refund from Hotels.com and they are refusing to do so. I have done the same with Bally's and they are telling me the responsibility for the bedbugs falls on the third party vendor, in this case Hotels.com. Horrible service. I will never use them again.

I was traveling from FL to AR and made a reservation for the 29th. On the 28th, before 6 p.m. they charged me for the room anyway. Trying to deal with these people is impossible as they are so hard to understand. I think they employ workers in other countries so they get cheap labor. They screw everyone they can which is probably how they make extra money. I may not get my money back but I sure as he$$ will put up a fight. It isn't even the money at this point. It is about integrity. Obviously they have none and I will tell every person I talk to about how poorly and unfairly they treat people. They told me that my cancellation confirmation would be the same as my confirmation for the room originally. I may not put a dent in their business but I will do everything I can to warn consumers. From here on I will go directly to the hotel.

Hotels.com has false advertisement and very poor customer service. I booked 4 different times this morning for reservations to still be canceled and left with charges from hotel with NO RESERVATION. Hotels.com tells you you're not going to get charged till you get to the hotel to check in but the hotel has a different policy and charges you one night stay when you book with Hotels.com. Totally fake advertisements and no help. "Book now, pay later. You won't be charged until check in or check out." LIES. "At checkout the hotel will charge $528.76 for 2 nights at this hotel, unless rate plan name contains PREPAID/NOT REFUNDABLE." They never said the hotel will charge one night stay when you book. It says if you cancel after November 6, 2015 you will be charge a one night stay. Hotels.com did not help with anything. Spoke to a "Manager" SAM who hung up in my face. Never again will I book through Hotels.com.

Booked a room online that was advertised for $90/night. After booking it, was found I was charged $192.70, the "taxes and fees" costing more than the room rate. I called Hotels.com to try and cancel it, but was told there is a "no-cancellation" policy with this hotel, although I could pay them the money anyway and not use the room! (Basically cancel but pay anyway.) Hotels.com said the no-cancellation policy was the hotel's policy. So I called the hotel itself, and they said it was Hotels.com's policy to have no-cancellation, and that I should call THEM. I told the representative that I had already called Hotels.com and had been referred to the hotel itself (who I was talking to). Unbelievable. Pricing policy, final cost was not made clear before booking, no-cancellation 10 mins after making the reservation, pointing the finger at the other agency. Will NEVER use Hotels.com again.

I booked a hotel in Chicago through hotels.com for a business trip and when i arrived, the hotel had no idea of my booking. The booking i made through hotels.com never reached the hotel. It happened twice and every time i have to call back and connect them with the hotel guys for getting a room at the last minute. I had a very bad experience with one such 'last minute' rooms after wards which, i stopped booking through hotels.com. In fact i found there is not much price difference as most of the hotels offer discount if you book through their website or have some sort of rewards membership etc. Another disappointing incident is poor response from their customer care. I asked them to remove one of my review, though they agreed but never did.

I accidentally booked the wrong dates and prepaid for a hotel in London with Hotels.com. I immediately called them and I was told that this was a special reduced cost offer and the dates could not be changed and my money would not be refunded. I went to the hotel website and found that I could have booked directly with the hotel for the same price. I would have not have had to pay in advance and I would have been able to change the dates without charge. In the future I will only book directly with hotels.

Hotels.com website took me to Chicago Hotels. At the top of the page was Deal of the Day, Millennium Park Apartments for $66 per night down from $92 per night, so the ad said. I immediately booked the "no cancellation room." When it accepted my credit card, my confirmation said that my card had been debited $219 for the room and the hotel would collect an extra $120 when I arrived. So my $66 hotel room became $349. I called Hotels.com and the Indian guy on the phone said that Hotels.com is not responsible. I demanded he call the hotel and cancel my reservation, and finally he did. This is clearly a case of false advertising, and it is probably illegal. I will never use Hotels.com again.

I was sent a confirmation e-mail for my hotel reservation in Oslo. The next day I replied to the confirmation e-mail and canceled the reservation. We never stayed at the hotel, we got no response that our cancelation was not received. Now Hotels.com will not refund the charge to our credit card nor will the hotel.

I tried booking a room on their mobile app that said there was 1 room left. I entered my credit card info and then the app said it was sold out, so I went back and ordered a room for the same night at a different hotel. When I checked my emails I noticed I had two reservations, one for the sold out hotel and one for the second one that confirmed. I called Hotels.com within the hour and they said they were canceling the first one and issuing a refund. I asked if they were sure they would give me the refund, or I could just use the second room, he said, "Don't worry, I'll cancel it and issue a refund". Two weeks has passed and I've been charged for both rooms still. Hotels.com is giving me the run around now, putting me on hold when I call, can't find the reservation number, hanging up when I'm on hold. Pain with them, I'm disputing with my credit card company.

We booked a room for 2 nights through Hotels.com. When we arrived at the room it was a handicap accessible room with no bathtub. Huge problem considering I was traveling with my 14 month old. When I talked with the Best Western receptionist she was rude and told me I got what I booked. However, my confirmation email clearly stated that the room I booked would include a bathtub shower combo. I talked to the hotel manager the next day and he explained that Hotels.com puts handicap accessible rooms first on their list to book, which is why I received the room I did. I asked him why he used the company if they didn't book things properly. He said "it's the nature of the beast". Whatever!! I was able to move to a different room the following day but will never use Hotels.com or the Best Western in Coos Bay Oregon again!!!

I made a call to change my reservation because my son lost the flight from PR and we can't make the vacation with out him. Mercedes work very hard to do it without extra charge. Thanks, Mercedes.

The same thing happened to me as was described in prior comments. I made a reservation through Hotels.com and was pre-charged for the room when I had no intention of paying up front. I have made the same reservation a thousand times and would NEVER pay up front. I get a discount when I let the front desk know where I am going which I have to tell them on arrival. So WHY would I pre-pay?? When I called to get the charges removed they said there are TWO kinds of reservations, one is pre-paid. If so that was not apparent. Then, in order to get the refund the reservation had to be cancelled. At the very least they should have kept it for me! This is a deceptive practice so be careful when you book if you don't want to be charged ahead of your trip! Go straight to your hotel site, you will be better off.

I am considering cancelling our reservation, as I have never been so mistreated by a company. They charged me more than the advertised and agreed upon rate & refuse to make any adjustment. The customer service is horrendous & they don't seem to care about keeping and retaining customers!

I booked a hotel room for two nights and I thought everything was fine until I tried to change the dates. I did not ask for any change in price. I was told by the Hotels.com customer service supervisor that Hotels.com does not charge the customer, but that hotel charges the customer. When I called the hotel I was told that the hotel doesn't charge the customer, but Hotels.com charges the customer. I was charged and am now unable to change the date. They were not helpful in any way, but to take my money. Will not use Hotels.com again.

I booked a Hotel today, about 2 hours before attempting to cancel it, and I was told it was not possible to cancel - $195.30. I called Hotels.com customer service, asked for a manager, and was disconnected 3 times. I would like my money back. The number I called: (800) 246-8357; it was not helpful. I can understand a cancellation fee, but not 100% of the cost. Is there any recourse a customer can take against this? Please advise. Thank you!

I recently booked a room for my wife and I for our anniversary. I booked our room over the phone with a representative who barely spoke enough English to even understand my requests. After correcting the information several times she assured me 3 different times that I would not be charged for the room until the time of our stay according to the hotel. Less than 24 hours later I had already been charged for the entire booking and still had not even received a confirmation email yet.

First of all their customer service is one of the worst I have ever dealt with. The person did not speak English well enough to understand so a lot of my time spent was asking her to repeat herself. Then she kept putting me on hold to talk to a manager. When she came back on the phone her explanations made no sense. My problem is I booked 3 nights and had to cancel but still got charged for one night. I understood that. Payment went directly to Hotels.com. They would not credit my rewards for the night.

We were attending a big event in a college town with limited hotel space. Made reservations months in advance. While en route (600 miles) Hotels.com called to say our hotel canceled & they were re-booking us. All that was available was a nasty 1-star hotel. I stated wanted to "look at it". They proudly told me they were refunding the price difference - which I continued to say was not an issue. I was more concerned about the location. After being on the phone for over 1.5 hours we had to suggest a location 35 miles away. Then Hotels.com refused to refund the booking (they made) of the 1-star location. We argued about that until we were put on forever hold - I guess they were hoping we would go away.

I paid for 4 nights at the Washington Marriott at Metro Center in Washington DC last week. The hotel advertised that it included a pool and a real gym. When we arrived we were told the pool was out of service. If one wanted to use a pool, it was a half mile away at another Marriott. The gym was also being renovated and had been temporarily moved into a basement banquet room. Most of the few machines were not in working order. This wasn't what we paid for. When the Marriott staff attempted, at our request, to move us to the other Marriott down the street with the working pool, we were told Hotels.com would not allow this. Dispirited, we attempted to get our money back, have our credit card credited, and try to find another hotel. But guess what? Hotels.com would not allow this.

I recently booked a room for my wife and I for our anniversary. I booked our room over the phone with a representative who barely spoke enough English to even understand my requests. After correcting the information several times she assured me 3 different times that I would not be charged for the room until the time of our stay according to the hotel. Less than 24 hours later I had already been charged for the entire booking and still had not even received a confirmation email yet.

I booked a room for 2 nights via the internet. All seemed well! Then I noticed on my bank statement Eviivo had requested 60, so I called Hotels.com. They told me this was the bed and breakfast's policy and it would be released as soon as I arrived for my stay. So on arrival I asked the owner who assured me this was not the case as she only accepted cash and has no card facilities.

Aug 2015 - Last week while looking for hotels in Montreal (go there quite often) for the weekend I was looking around on google maps with its date/hotel assistance feature and was struggling to find a place available. Eventually I clicked on a hotel represented by Hotels.com. Once I clicked through to Hotels.com a little status notification popped up saying 3 people just booked this hotel. I went into rush mode and went through the booking. Shortly after completion (5 seconds) I realized that when the order went from google maps date/hotel finder Hotels.com changed the date. I immediately called and was told that there will be no refund for me. Nearly $400 down the tube. I have never used such a service, & fear all these third party travel providers. One thing I am certain of, I will never use Hotels.com again.

We were travelling and ended up stopping in Mount Sterling, KY, and used Hotels.com to find a hotel. I called Hotels.com to verify that the room was available since our internet on cell phones was not working well. After talking to them, they said the Inn at Mount Sterling was indeed available and was non smoking. The gentleman on the phone verified this with the hotel staff before we booked. We booked the room, arrived at the hotel, and they told us that they see our reservation, but the room we were promised was not clean. After about 10 minutes, the woman told us we could either take a one bedroom (not happening since we have 2 kids too) or wait for a half hour while they clean a room for us. It was late, but we decided to wait.

I tried to book a week long vacation on Hotel.com. Put in the dates that I wanted and proceeded through the confirmation process. After putting in my credit card information and hitting submit, the site booked a completely wrong date. I called them immediately and explained the problem. After arguing with the agent, they said that they would cancel the reservation but I had to pay a $25 cancellation fee from the hotel. I argued with them again and they said that the $25 would not be charged to my card. Got off the phone and a minute later I received an email saying that the reservation would be cancelled and I was going to be charged the full amount.

I booked a hotel room two months ago, got the confirmation that my credit card was charged and had until 7/31 to cancel. I went to booking.com, found a different hotel and booked that. I thought I cancelled the reservation. Just received an email today 8/10 about it. Totally forgot that I booked it and now I am not getting any money back. I think it's ridiculous that 1.they don't remind you about the cancellation date and 2. they charge full amount. Then they told me I should cancel it. Why would I let them get someone else in a room I already paid for. I may go to the hotel and just strip the beds and use all the towels just for the heck of it.

Several months ago I booked a resort in Bermuda from Hotels.com. They asked how many in my party to which I responded 2 adults and 2 children and the ages of the children were given. I requested a ground floor ocean view room with an all-inclusive package for 4 and 2 double beds. I had to pay extra for the ground floor room and the all inclusive package for 4.

I booked a hotel -- Comfort Inn Lundy's Lane (Canada in Niagara Falls) via Hotels.com. I was not happy with that hotel and wanted to provide my review on the Hotels.com. However, the Hotels.com was turned off this review option for the Comfort Inn Lundy's Lane Hotel. I also booked another hotel via Hotels.com and I was able to provide the review for that one without any problems. Therefore, the reviews in Hotels.com cannot be trusted. The Hotels.com can be paid by hotels/car company to turn off unhappy customers feedbacks. That is such a shame. I will never use Hotels.com again.

In a nutshell: terrible phone reps who don't understand English and have heavy accents that you can't understand. They are also poorly trained and so can't handle any problems. They will transfer you to a supervisor which means being on hold for 20-30 mins, then you are likely to get disconnected during the hold (TWICE for me). Then the supervisors have attitudes when you express your frustration, and threaten to hang up on you. They were supposed to change one of my reservation dates, which was supposedly done, only to find out they screwed it up, requiring another call from me and another 20 minute wait on hold for the supervisor with an attitude. All from vacation in Europe. After this I used few other sites, all of which worked out much better. By the way, I've heard this site is owned by Travelocity. Shame on them.

I booked a room through Hotels.com and was disappointed because the property's condition and amenities were materially misrepresented. I stated such in review and my review was rejected. Then I wrote second review with many details omitted and said "property condition doesn't match pictures posted of property". Review rejected again. Seems they reject any reviews that hurt their bottom line. Consider yourself warned.

My family and I planned a trip to see Colonial Williamsburg and Virginia Beach a few weeks back. I booked a hotel in Newport News (about halfway between Williamsburg and Virginia Beach) for our overnight trip from Pennsylvania. The hotel reservation was confirmed and paid for in advance of our trip. A drive that would usually take about 4 hours took more than 6 due to beach traffic. We made it though and after spending a few hours walking around Williamsburg we went to check into our hotel. Upon trying to check in we were told that Hotels.com had overbooked them and they didn't have a room for us. The receptionist acted surprised that we didn't get a call and said that Hotels.com was working on finding us comparable accommodations in the area.

When booking a hotel through Hotels.com (via Google Maps), the default date for the booking comes up as a future date (~12 days ahead) and not today's date. Trying to book a room for the night, I didn't notice the date was set by default to a future date, and booked the room. Immediately noticing my mistake, I called Hotels.com to cancel the reservation. They told me the reservation was non-refundable, and said they were unable to get a refund, claiming a manager was not available at the Holiday Inn Express hotel I had booked. The date information on Google Maps Ads for hotels is in light gray text, and the non-refundable policy is a scam to collect people's money without actually providing any service, taking advantage of simple booking mistakes, employing this default date change through their ads on the map. Beware any deals with special non-refundable rates, as it may impossible to get your charges removed.

I was told this particular hotel was highly recommended. Those were the exact words used.... So I was excited and ready to get there & get settled in. Well upon my arrival at Rodeway Inn Charlotte I was flabbergasted! It was so run down and it was in a horrible part of the city! A lady actually told me I was in the hood. I went in to check in - well not inside because it was locked. I had to talk through a small window.

On May 27th, 2015 I attempted to book a hotel room through Hotels.com. We wanted a condo style with 2 separate bedrooms. The offer was for $550.12. I accepted. Once I clicked "confirm" hotels.com charged my CC twice for a total of $1,100.24. I immediately called to cancel and was informed the hotel Cypress Pointe Resort located at 8651 Treasure Cay Lane Orlando Fl, 32836 does NOT allow cancellations or provide refunds.

I have made booking using hotels.com, and I was charged immediately when I entered the credit card information for the verification. I have been following the website for 4 month until now. I called them last time and I have been forwarded to the manager and he told me to follow with the hotel myself. I told them that it was not my responsibility to contact the hotel but they insisted, so we didn't get to settlement. They treated me so bad and didn't refund me. I want anyone to help how to sue them. I will give full information if anyone know how sue them.

I booked a hotel in Rye, for which payment was taken and confirmation sent. 24 hours before my stay, I got email. Hotel is full and ring 1-844. Message tells me long wait for attention. At international phone rate, no thanks. Now I've got to try and get refund.

I want to placed a huge big dissatisfaction regarding the level of services provided by hotels.com. I am fed up of calling to your customer care and the way they are assisting. Unfortunately I decided to use your website to book one hotel in South Africa and paid around $600. I received a confirmation from you and amount was deducted from my account. Next day when I reached to hotel, they told that my booking was cancelled by agent. When I asked why, they didn't have any reason and I end up in paying cash at the reception. No msg, no calls were made from hotel.com to informed me.

I tried placing a reservation 6 months in advance. The site was difficult to reserve and I accidentally booked 2 rooms. I called immediately when I received the confirmation and cancelled the second room, they would not refund the first night deposit. I understand if had been a long time and then I tried to cancel or even if I had cancelled both rooms - but 5 minutes notice for 6 months out is really ridiculous, I will never use this site again. Calling and talking to someone who does not have English as a first language is frustrating as well.

Owned by Travelocity - this cheaper cousin has the worst customer service in my 30 years of global travel. All in the Philippines. All useless. Stay Away From Them. Book with hotel directly.

Booked a hotel with Hotels.com and needed to change hotel dates on our honeymoon. Spoke to Laurie at hotels.com who told me she called the hotel for me and arranged the change and advised me to call the hotel in the morning and speak to a manager. Called the number she provided which forwarded me to another hotels.com representative instead of the actual hotel. Representative at hotels.com was named "Mario" who told me he would handle the issue and send me an email regarding the change that day.

I booked thru Hotel.com and upon arrival to my hotel I was informed that my reservation was not sent to my hotel. Over a hour later I finally got thru to Brandy (what she told me was her name)/Bianca (name she gave the hotel manager). Not only was she unprofessional when she answered the phone but then she tells me to go tell the hotel manager to answer their phone. I shouldn't have to be going back and forth between the two parties. Bottom line huge problem with customer service! Very mad and will never book with Hotels.com again. They are there holding their hand out to get paid and then don't follow thru on their end.

We booked the hotel and realized it was too far from the airport, we call to ask to change hotels, well within the 24 cancellation period but they would not cancel or refund the charge (which had yet to be charged!). We even asked to stay with the same brand hotel. Hotels.com said for us to talk to the hotel for changes & cancellations. We called the hotel & they said it was up to Hotels.com. SCAM!!!

My mother and I booked 2 hotel rooms from hotels.com for a trip that we were taking to Pennsylvania. Once we got to the hotel which was named Howard Johnson, the hotel did not look like it looked in pictures on the hotels.com website. The place was dirty and disgusting. Once we checked in we go to our room and we almost threw up from the smell. The room did not look like the room we booked online. It was absolutely disgusting. The curtains had stains, the room stunk and the bed sheets looked like it was from 1845.

Hotels.com as an Internet reservation company is FUBAR when it comes to their automated phone system. I recently used the automated phone system to cancel a reservation however following the call Hotels.com did nothing. They didn't contact the hotel, or send an email confirmation of the cancellation, and when I contacted them they treated me like it was my fault.

We used Hotels.com to book our anniversary trip to Rome-Italy, which is coming NEXT YEAR 2016. We found a good hotel and flight after spending a fair amount of hours. We finalized our details and enter the credit card information online at their website, hotels.com. The total amount to pay was $2,122.22 and we entered and completed all required information for this trip. We reviewed it and did click "book it now" button. We received a notice saying: "SORRY! We were not able to book your trip. Wait a few moments and click the "book your trip" button again."

My first booking with Hotels.com gave me a positive impression. It included some choices that other sites (Orbitz) didn't include and I ended up choosing one those. My next booking was a different story. I booked early in the day to avoid last minute problems. When I arrived at my destination, I learned that the hotel had given my room to a walk-in. I paid in full with my credit card and was advised that the reservation couldn't be cancelled well, not by me, but by them.

So I went to the website to book a room at Myrtle Beach SC. I wanted to book a cut off suite with the full kitchen and 2 separate rooms. On the website they don't have the option of a refined search so I had to call. When I called it was perfect - no wait time or nothing. When the rep got on the phone I was shocked that I couldn't understand the lady because I normally always book with hotels.com and never had a problem booking period. It took me at least 2 hours on the phone trying to book a room - she finally got it.

We booked two consecutive nights at a hotel through HOTELS.COM and the screen indicated there would be no cancellation fee. This is the reason we were comfortable booking the hotel. We were uncertain about our plans so this worked. Our plans proceeded and we did need to cancel. When I called to cancel I was told there would be a charge for one of the nights. I complained to HOTELS.COM's reservations department. They said there was no way around the charge for the one night. I then decided to stay at the hotel the first night since I was paying anyway and then cancel the second night.

Booked a room at the Barefoot Resort Villa and got a call the day before we was leaving and was told that my room was being upgraded to a better property because the air conditioner was broke and they needed to cancel my room and was moving me. The upgraded property was horrible… Not upgraded, downgraded. Took me 3 hours on the phone with Hotels.com to try and get my money refunded. They did not want to accommodate me at all. Never will I go through them again.

This hotel does not have a corporate office therefore they reserve the right to treat the consumer with disrespect. On the Internet they state that this is a newly renovated hotel. As you can see with the pictures below there's nothing renovated or new about this hotel. My family reserved 41 rooms at this hotel for a family reunion and the results are as you see below. We were scammed, violated and disrespected simply because the room that they showed my aunt was not the room we received. For my experience as well as the other family members this hotel deserve a place in the hall of disgust and should be shut down. I would not recommend this hotel to anyone even if it was free. I can't post a receipt because they refuse to give me, one they gave me was a copy resort fees. What was said Hotels.com will receive the receipt instead of me for they are the ones to pay Sawgrass Grand Hotel because I booked on their site.

I will never use Hotels.com again to book a hotel room. I had a reservation at the Chinle, AZ Best Western Hotel on August 1, 2015. My travel plans changed and I called the hotel directly on 7/27/15, two days before the Hotels.com deadline to cancel. I was given a cancellation number by the front desk. The following day I received an email from Hotels.com confirming my reservation and stating that I had until 7/29/15 to cancel. When I called their customer service line today to inquire about this discrepancy, I was informed that they would not honor the cancellation because it was not made directly with them.

I began to book a hotel through their website, going so far as to enter credit card details, then closed my laptop screen while I waited to consult with my wife about the booking. When I came back, I found that the hotel room had been booked without me having pressed the submit button. I immediately contacted Hotels.com and was told that I could not cancel my booking because it was a special offer.

I booked a room reservation through the website for my family of 4 with two kids. When we reached the hotel room after driving for 10 hours, we found out that the hotel is completely booked. The hotel called the helpline and the agent "bob" excused and explained to me... very politely.... the problem and said that he will book me in a better hotel for no additional cost but I do have to pay 10 USD extra which he will refund immediately. When I reached the new hotel it was way worse. The front room lock was broken, phone was not working and washroom door knob was not even there... anyways it was a mess.

I booked a hotel on Hotels.com in Estes Park, CO for a friend's wedding. Two days before I am to suppose to check in I get a phone call telling me that the hotel is overbooked and that they were going to find me a new room for the same price. That was a lie. The only available room was at a more expensive hotel and I had to pay the difference, which was more than my original booking. I will not be using them again.

I booked a hotel at Niagara Falls and received a confirmation of guaranteed hotel. However when I went to the hotel there was no room available and the receptionist told me they already contacted hotels.com to informed them that there's no room for me. We ended up sleeping in the car with my kids because rooms available in the area. We tried to call the customer service with no one to answer. A few days later hotels.com still charged my card stating that I spent the night at the hotel. I will never book through this website again and will not recommended this site to anyone. Horrible customer service and horrible experience.

We booked a hotel in Rome through Hotels.com and were promptly charged the total amount as advance payment through our credit card. After checking in, the hotel charged our credit card again and we ended up paying twice for a room! Innumerable mails later, they are yet to refund the excess charged amount in spite of acknowledging that a mistake has been made and the money would be refunded at the earliest. Now they don't reply to our mails. All we got from Hotels.com were empty promises and platitudes!

Our experience has been horrendous each time. We are forced to book here because not only do the hotel not give you those prices but hotels.com is everywhere. Every time I tried talking to a customer rep I got hung up on, they never know what deals were offered on the internet and wanted me to pay extra because it was not available even after refreshing my browser and entering through numerous areas. I work in transportation I know what it's like to get paid commissions but I NEVER lie to a client just so I can rack up a few dollars. 20 minutes spent arguing with me asking what device I was using, searching with wrong hotel I myself finally booked it. But never again will this happen I will be asking the hotel who they recommend.

I booked 1 room in June. I ended up not needing the room, so I didn't show up. My cc bill showed 2 room charges, so I called the hotel directly. The manager at the hotel told me that I had booked 2 rooms. I told her I had only booked 1 room. I called Hotels.com customer service and they said "we show you booked one room". I'm thinking, great, Hotels.com can call the hotel and get this all straightened out and that I'll receive an phone call to update me on the situation within 72 business hours. Seems easy, right? WRONG! a) I NEVER received any phone call, b) I stated in the comments of my follow up survey that I was very dissatisfied and never received the promised call back, c) I called back with my reference number and it was like I had to start all over again to explain the situation.