Hotels.com Reviews

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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