Hotels.com Reviews

Hotels.com booked us into a hotel that was absolutely atrocious. When we arrived at this hotel the room was filthy. The bathtub was rusted and the faucets would not work. The pillow case had drops of blood and the room was dusty and dirty. Between the mattress and box spring were dead bugs, hair and crumbs. We informed the manager that we would not be staying and he refused to refund us, stating that he only received a small percentage from internet bookings (hotels.com). When we contacted hotels.com they informed us that they couldn't refund our money because it had already been processed. They finally offered a $100 credit. This hotel is greatly misrepresented by Hotels.com. The pictures on their website do not match the actual hotel and they do not have a water park on site. I'm not sure how a company can promote a hotel that is so thoroughly disgusting.

I canceled a hotel and they did not report to the hotel and charge me without having visited the hotel. Call the support number and many apologies but did not return my money. DON'T USE HOTELS.COM.

I have been using Hotels.com exclusively for almost 5 years. I have occasionally made a mistake on a booking that was 'nonrefundable'. I have called Hotels.com each time and each time they've managed to get the charges reversed. I am now a gold member as I stay in hotels so much each year. I love their rewards program that averages your 10 stays together and gives you that amount of money towards your next hotel. I also use ebates.com first so I get an additional 4%-6% cash back. I have NEVER had a problem with Hotels.com and highly recommend them to anyone who stays at a variety of hotels throughout the year.

I booked a Grand Sierra Hotel with books.com which had the same price as 5 other sites. They have charged me $30 for hotel fees. I paid $30 to the hotel as a resort fee and was told Hotels.com should have not charged me. I called Hotels.com and they said "this is a fee we charge" and disguised as hotel fees. Never again I will book with this company and let every friends know as well.

Booked two adults and a child half board for a ten day holiday in Sorrento over the phone. The confirmation email showed only two adults and in the extra info one "kid" accompanying the adults. Wasn't impressed and emailed a couple of times with no response. As the holiday drew closer I emailed the hotel who sent a brief email saying they had received confirmation of my stay only. Contacted Hotels.com via phone on two separate occasions asking them to confirm to me my stay for 2 adults and a child half board for the price shown and told yes. Asked to confirm it in an email and didn't receive one. Same process next day and confirmed my request but did get an email very bland without full confirmation, just saying confirmed half board.

Was told I would have to stay in un-airconditioned room. On hold 2 times for over 30 minutes after I was hung up on twice.

Do not book at Tybee Inn on 17th street. The lady was rude that runs the Tybee Inn. Didn't let us know that the place would have been closed that weekend so would have shown up without a room and then the rep at hotel.com didn't speak good English and gave us a hard time trying to cancel our reservation.

I had a terrible group of hotel stays during a recent trip across country. All hotels booked through Hotels.com. One was particularly bad and so, after returning home, I posted a review. Yesterday, I received an e-mail notice that my review had not been accepted but, according to their listed guidelines, I could not figure out why.

I specifically told the Hotels.com representative that I was physically disabled, in a wheelchair and needed a bathroom with roll-in shower. He said "Yes the hotel had that and there was a room available." When I looked at my email confirmation it did not mention bathroom specifications. I called the number in my confirmation & it was at the hotel who told me I did not have a handicap bathroom & I needed to call Hotels.com to change my reservation. I called Hotels.com and they had a room with roll-in shower for an additional cost.

Hotels.com has a program where you get one free night after booking 10 nights. First of all, this is misleading: you don't get one free night. You get rewards points that you can redeem, so if the value of the one "free" night is more than what they decide is redeemable, you have to pay the difference. Second, when it comes down to redeeming your points, the hotels.com website won't allow you to do it.

I have always used Hotels.com to book vacations. I booked a three night stay in Panama City, Florida for the weekend. The night before leaving, I went online to find the check-in time and realized the hotel had multiple bad reviews. The reviews had bugs, prostitutes, and crackheads listed as complaints. I looked further and found that a 13-year old girl had been murdered in this hotel.

We booked 5 nights in 5 different hotels using hotels.com. We thought we were getting the best price guarantee. On our 3 evening, upon checking into our hotel, our desk clerk laughed at the price we paid through hotels.com. He stated that was $75.00 over their "standard" rate we could have got just by calling the hotel directly. We then started some calling and realized we had overpaid for EVERY night on that trip. Upon returning home we tried to get some money back from the hotels.com website but they state you have to request a refund before you check into the hotel. Actually you have to request a refund 24 hours before checking in. I'm wondering then what is their website for if we the customer have to call hotels to check that hotels.com is giving us the best price? We asked for a refund of $145 - overcharged on all nights. They refused.

Hotel had problems so they gave me a 50% discount on checking out. Money went to hotels.com. The hotel sent them the refund, I checked. 5 calls later with much aggravation they don't know anything. Do yourself a favor - book directly. Their customer service is horrible and very hard to reach. Thieves.

Canceled a reservation with them and per their policy their penalty is 1 night + tax. They didn't refund me anything + they charged me 3 times the amount they were supposed to charge! Spent more than 3 hours with them on phone, always get disconnected after 40 minute wait!!! Had to stop the payment through my credit card.

I canceled because I booked with a note to pay AT HOTEL UPON ARRIVAL. This was a choice given to you by HOTELS.COM. They charged my credit card for one night immediately. This is false and fraudulent advertising. Absolutely despicable.

Two disappointments: Hotels.com led me to believe most hotels in and around Capitol Reef National Park were full, leading me to a pricier hotel. The same thing happened in Ely, Nevada the previous night. When we arrived, there were empty parking lots around many hotels. Then, we reserved a room with a private balcony and view at Capitol Reef Resort, and instead we're given a roof with a view of the car park and no balcony. Cars are right outside our door. In both cases, Hotels.com did not deal honestly with us.

A Hotel.com customer service agent helped me book a room at a Hotel in Austin. When I got to the hotel they told me the reservation hadn't been made and they didn't have rooms available. This happened well over a month ago. I've called three times for my refund. Every time I call they assure me that they will take care of this but yet they never do.

Hotels.com has quite the racket going - it does not print negative reviews about itself, only the hotels that you book through the company. (I guess that's pretty smart!) So far I have had two reviews rejected from their website because of "Specific prices, Personal insults or profanity, Any personal details, Commercial website addresses or phone numbers" - none of which were contained in both reviews I tried to submit. In keeping with their fake, corporate "we care" image, I received this email in response: "We value every review we receive. If you are able to change your review to suit our guidelines, please do this here: Submit a new review/Hotels.com". But I think it's safe to assume at this point my review.

My complaint isn't different from the ones I've been reading. I canceled my booking after hours of making it. It was said to be 100% free, but I received the refund with AED 200 (USD 55) cut! I emailed Hotels.com, no response (by the way, they don't provide you email addresses for customers to contact them for such complaints, so you have to work your way around) and I didn't call them yet. I'm wondering, if they do this with 1000 users around the globe in just one day, that's an easy $55,000 net profit per day without a facing criminal lawsuit! This was my first time with Hotels.com and as you can see it wasn't a good experience. I chose them for their good deals and their offer of 1 free night stay when you complete 10 nights. In the future, I'd stay away from sites that charge the card the moment you book a room - Hotels.com is one, and there are many more.

We were traveling. I booked a hotel through hotels.com. They sent me a confirmation number. After driving all day we get to the hotel and no reservation! Lucky the hotel had an open room. I had to call and cancel the booking so our card wouldn't be charged twice.

Earlier this morning I booked a room on Hotels.com in Newport RI. I booked king room on the water for 2 nights, received a confirmation, packed and while on my way driving to the hotel received a call from Hotels.com saying that they cancelled my reservation. I asked how or why that was done, however I was told they would find me a comparable room. I waited on the phone for 15 minutes at which point the same woman came back and told me she was still looking but could not find a room so far. I told her I was angry and they had no right to do this and she hung up the phone on me. I then called Hotels.com customer service number and after a 5-minute wait was told I had my room. I have not yet arrived at the hotel, however, when I get there I hope that I actually have a room. What a hassle. I will never use Hotels.com again and suggest that I am not the only person this has happened to.

People please be aware that if you book a room thru hotels.com you own the room whether you cancel it, so make sure you really are going to use it. I booked 2 rooms and when my family decided to come and visit me in Vegas I ask for the cancellation. They said "Yes, you can cancel but you're still going to pay the full amount. It's in our terms." Unless I sell it to someone? That's my rant!

The customer service at Hotels.com is obstreperous, disorderly and a nightmare to deal with at any time of the day. I used their website and upon arrival to the hotel, they informed me that they didn't have the rooms available at all! I had a group of kids with us, taking them to a big tournament and didn't have time to find another hotel as they were all booked with other kids. We got to sleep on the floors and cram a large number of us into a tiny space. I've called 4 times--first was hung up on after waiting on hold, then the next times got the complete run around by people I could barely understand, clearly English is not the first language and I'm doubting it's even their second! I still DON'T have my refund, imagine that. I will never use them again and I have strongly recommended to all friends to never use this company ever!!!

I booked a hotel with Hotels.com for a hotel room in Niagara Falls. I asked if they had balconies and was told yes. They said that it was an extra charge for a balcony. That was okay with me because we really wanted a balcony. When she finished booking the room my bill went from $184 to $372. The balcony charge was only $16 difference. All she said was "oh sorry about that." After a lot of frustration of not receiving a confirmation from her, we arrive at hotel to find out they have NO balconies and the hotel told me that I have been scammed by Hotels.com. Never again!!!

I booked a travel package with Hotels.com. I purchase the insurance which states that you can cancel or change your reservation for ANY reason for 100% full refund. I have been trying to change the dates of our vacation for weeks now. Keep getting a call center in India. They pretend that they can't find my reservation, I've called the wrong number, there's a bad connection and they can't hear me and they hang up. All the while constantly being out on hold. Spent hours and hours trying to change and still no luck. I'm convinced that they aren't actually able to change so they hire these poor people in other countries to play games with you until you just give up. I've written to the State Attorney General as well as contacted the local media. This is fraud and I cannot believe that such a big company is getting away with this. Never again will I spend a dime with these cheats. Why isn't there a class action law suit against these clowns?!???

We reserved a room for five people, and they crammed my three children into a loveseat fold out sofa-sleeper. This is a clear violation of fire codes and totally an unacceptable experience for my family. What's worse, hotels.com added additional fees and commingled them with taxes and would not show how much additional I was paying for these added fees. This is the WORST hotel experience of my life. The Marriott Courtyard said that they could do nothing to fix the problem. The desk manager said that Expedia does this all the time. They blamed the problem on my "choosing to book through a third party site."

We booked a fully flexible hotel and were told payment would be on arrival. The money was taken from our card and even though we have an email confirmation stating the rate is fully flexible and payment would be on arrival, this sham of a booking agent has barely acknowledged that they have done any wrong. We have had to contact Spain ourselves to organize a refund of the money and after 4 weeks of wrangling, 10s of emails, about 5 phone calls and 20 tweets we don't have our money back, nor do we have a compensation voucher we were promised.

Over the past 3 weeks I used hotels.com to make a number of bookings for my family over the course of the summer. Each and every single one has been an issue. I booked at the Ocean Edge Resort and subscribed to the price watch. I received an email about a week later telling me that the best price had gone from 250 a night to 125. I immediately called and spoke with George. He told me the price was found and I was all set. When I hung up, I realized that I did not get a new email confirmation so I called back.

Attempted to book a room through hotels.com and the reservation was declined, however I had charges for the exact amount on my credit card for Travel Reservations USA. I spent hours on the phone with hotels.com trying to resolve the issue. Every time I asked to speak to a supervisor they hung up on me. Finally, I managed to speak to a supervisor and was told she couldn't do anything to help me. I spent well over an hour trying to obtain a resolution and was finally told that if I had a problem I needed to write a letter. I'm not happy with the fact that their security is so lax that my information can be easily stolen and the fact that they don't even care enough to make any attempt to make it right! I would never recommend anyone using hotels.com!

I will never use Hotels.com again! Booked a hotel & flight. After I paid, I noticed the flight changed. 3 hours 42 minutes & 4 agents later, I still have no resolve. They can't access my reservation using the confirmation emailed to me! Really? At this point, I just want them to cancel it but they can't find my reservation!

My three friends are going on road trip to Providence, RI. The number I called, by accident, was for Hotels.com and not the hotel itself. I spoke with someone who didn't get my information correct, spent forever on the phone booking the hotel and didn't even mention I was on the phone with Hotels.com! She said she would send a confirmation e-mail - 3 days later still no confirmation. I called Hotels.com again to speak with customer service. They could not get my email correct. I repeated it 5 times and he repeated it back 5 times and still got it wrong. He couldn't tell me when the email would come in. Then he was rushing me off the phone saying there is a high call volume and can't wait any longer to be on the call with me. But I still hadn't got the confirmation number! Oh, and they put my friends name on the reservation instead of mine and spelled it wrong!! They are the worst people ever there!!!!

This is torture!!! I've calling for the last 3 hours & they been placing me on hold! I guess they do not want to refund my money. I will never use this company again.

We haven't even left for our vacation yet and I already know we will never ever use Hotels.com again! We are trying to extend our stay at the hotel and NO ONE there can even pull up our reservations!!! At one point I was on hold for 3 hours and still didn't talk to anyone!

I booked a room via Hotels.com and only to get to the location and realize there is no hotel at the location. It's a residential building not an hotel.

I actually phoned Hotels.com rather than using the website as I had questions. I called the number for the Best Western Plus University Inn in Wilmington, NC that was provided on the website. I assumed I was calling the hotel, but was in fact calling the Hotels.com customer service. I continued and spoke to a gentleman who was very difficult to understand; told him I needed a room with 2 beds and a pet-friendly hotel. The website said the Best Western was pet-friendly. At no point was I told that I would have to pay an extra $50 for my dog. Nor is the room that I paid for and booked guaranteed!

I booked online with them and made an error on the reservation date of one day. I realised within 2 minutes and tried to get the reservation changed. They said that the penalty would be to pay in full for the original booking even though it is 10 weeks the future because it was a special rate. The date I wanted to change it to also has a special rate. T&Cs for Hotels.com state that they charge penalties for changes or cancellation according to the hotel policy, the hotel chain's T&Cs state that it is possible to cancel or change the reservation up to 48 hours before arrival. Really bad customer service experience, long waits and no sympathy or reasonable discussion. These people are sharp to say the least! I have cancelled totally and will fight through my credit card company and also PayPal to make sure they never receive a penny from me.

I had to check out early for work reasons. The front desk said I had to talk to Hotels.com; Hotels.com said the hotel wouldn't give a refund. I spoke to ** in customer service who treated me with contempt. I read her the confirmation email terms of cancellation. It didn't say that you get no refund with early checkout, only cancellation. Then after I got off the phone with her, I got another confirmation email with an addition to the cancellation saying no refund for early checkout - AFTER I had already checkout. They then used THAT email to prevent me from getting a refund from the credit card company.

I made reservations for a trip to Paris, France through Hotels.com several months before my trip for 1 room for 3 nights for a total charge of approximately $900.00. I confirmed my reservations and have email confirmation of all reservations through Hotels.com showing that I only reserved 1 room. Upon arrival in Paris, the hotel informed me that they had received 2 separate reservations through Expedia. I never dealt with Expedia, but have since learned that Expedia is in partnership with Hotels.com. I was further informed that I would have to pay for both rooms as I could not cancel a reservation with Expedia because the hotel had already paid Expedia a kick back for reservations. I proceeded to spend the next 4 hours on my cell phone (at further great expense) trying to straighten this out.

I booked a double room on hotels.com... After 2 days I wrote a email to the hotel to confirm my reservation and they wrote to me that everything was fine. The day after the same hotel sent to me another email and they said to me that MY ROOM HAD BEEN SOLD TO ANOTHER PERSON!!!! I called the customer care of Hotels.com and they did not check the hotels they sell on the website! The hotel booked by me was a scam and they did not check it! The customer service don't speak any languages! After 5 call phones they had assured me that I would be contacted by their office to offer me another hotel... after 1 month I am still waiting for this phone call! A website like this should not be on the internet!

I made a booking today using my free night earned on Hotels.com. The payment that was due was R143 for taxes, so I put in my credit card details to pay this sum. The screen showed that this was the amount which was going to be charged. However when I submitted the payment the full hotel fee was charged. I called the call center and they said it was because I changed my email address (I wanted to use my work email address which was convenient for access since I made the booking from my office). If this is the reason the full amount was charged, there needs to be a clear warning before processing - you cant say you are going to charge one amount and then charge a different amount without letting the customer know on the screen. In my case I hadn't budgeted to pay the full amount so it is very inconvenient. Just a pop up screen with the new amount asking for confirmation would suffice.

I made a reservation and when I got the confirmation email the representative got the name wrong. I called back 4 separate times to try to have this fixed. The first time I was disconnected after speaking to someone. The second and third time I was transferred to a line where I waited on hold for a long time and no one ever answered. I called back immediately a fourth time and was given a speech about all the systems being down. I have always done business with Travelocity before but figured I would give Hotels.com a try and it has been nothing but a nightmare. Never again will I book through them! Beware!!!

I won't book via Hotels.com again. First, the room and hotel are totally not as picture shows. The pool is out of service for years. The actual room is much worse than the pictures. Second, I called Hotels.com for help, and I was waiting on phone twice for more than 10 minutes without someone picking up my phone. Wasting my one hour waiting under the sun for one hour while trying to get help from Hotels.com. Worst experience ever. No more Hotels.com, definitely no more Langley Hwy Hotel.

I recently booked a room through Hotels.com for a business trip. The rate for the room was non-refundable. Through unforeseen circumstances my trip plans changed so I cancelled the reservation, fully understanding that I would still be charged for the room. When I called Hotels.com to ask them to give me credit for the room on my rewards account - they refused! They said because I cancelled the reservation I could not get credit for it on my rewards account! I didn't understand since I paid for the room. I asked to talk to a manager and he again refused to apply the room to my rewards account. I paid Hotels.com $173.51 for a room I did not stay in, and they refused to give me credit for the room on my rewards account. Based on this experience I will not use Hotels.com again, and just want other consumers to know what lousy customer service Hotels.com has.

It sad, frustrating and horrible that Hotels.com calls itself leading providers for hotel accommodation Worldwide and don't have the very basic hygiene of having an efficient and responsible customer care centre... Firstly if you do a booking and want to make any changes, you have to make an ISD call to them, unless you completely cancel and do new booking online. After making the expensive call to them and explaining them the changes you wish to make to the booking, they make fake promises that they will speak to the hotel and email or call you back which will never happen.

Website gave me the choice to pay in full or defer until February 2016. I chose to defer. When I paid, there was a message that said the card was on file, not being charged. I have attached the receipt that says in TWO places "I will pay at the hotel." The full amount was immediately charged to my credit card. Hotels.com NEVER informed me. I saw my credit card bill with the full charge. Page 1: "Your booking is guaranteed and you'll pay at the hotel in their local currency." Page 2: "We've guaranteed your booking with MasterCard ending in **. Don't worry, we haven't taken any payment...."

I made a reservation for a hotel 2 hours away from home. I paid in advance so I was immediately charged. However, when we arrived the hotel was closed!!!! Three weeks later and I have not a reply and my money back!! Never again Hotels.com.

I booked several rooms for a family get together in Atlanta through www.hotels.com. Unfortunately we cancelled due to a death in the family. I contacted hotels.com and cancelled rooms 24 hours in advance and received a confirmation #. Two days later my credit card was billed for the total amount of the rooms. I immediately contacted the hotel - Atlanta Airport Doubletree, the manager informed me the rooms were cancelled. So I called hotels.com - who asked me to fax a copy of my bank statement with room charges - which I did.

I booked a room for an out-of-state meeting through the website. It was for a room with two queen size beds. It said "accessible." I thought that meant there was an elevator, maybe a grab bar in the bathroom. But, when I checked in, the room was like a hospital room. No bathtub. Just a shower in the corner with a drain in the floor. I told the front desk clerk that this was a mistake and not acceptable lodging. She said all she had was a room with one king bed. I said fine. She said nothing about an extra charge.

I decided to try hotels.com for the rewards service. I spent 10 days in hotels and finally accrued a free night, with the account showing that a free night was verified and now available to use. When I finally tried booking a hotel using the rewards it wouldn't allow me to proceed. I spoke to customer services several times within the space of a few days. All of whom gave me different advice. Finally I was told that I cannot use my reward within 35 days of the last qualifying checkout. By this time the price of hotel I wanted to book had shot up 50%. The website states your rewards nights will be added within three days. Surely the reason for that is so they can check the hotel wasn't cancelled at the last minute, apparently not. It takes a further 32 days.. :\ I would definitely NOT recommend hotels.com!!!

So this was my first booking ever for a hotel. I was looking for a good price for a convention I will be attending in September 2 months from now. I booked a hotel on this site because they had a Price Match guarantee, and the hotel I wanted only had 2 rooms left for the dates I specified. I then proceeded to look elsewhere online confident that my price match guarantee would be honored if in fact I did find a better price. 30 min later I found the EXACT same room on another site for almost $20 less than where I booked. I proceeded to Call Customer service and was assured by the rep that they would match the price. I was placed on hold for a few minutes, then the rep would return and tell me they could not find the same price...

On 22/6 we booked an apartment through hotel.com - choosing it because of its location and the look of the apartments. We got a cab to the address on hotel.com's website but the apartment did not exist. They will not refund my credit card.

We booked a hotel in Paris for July of this year. The cancellation policy clearly stated that you would only be charged if canceled after June 30, 2015. I canceled the hotel on June 16, 2015 and was still charged for one night's lodging, $385.10. I have tried working with both Hotels.com and the hotel directly and neither one is moving to resolve this matter. I have now opened a dispute through my credit card company. I have contacted Hotels.com via live chat online, email and via phone. The agent I spoke with on the phone even gave me the wrong email to write about this so my initial request for review was delayed. I will never use Hotels.com again if they cannot honor the stated cancellation policy. Buyer beware of their cancellation policy!

I booked a hotel room at Red Roof Inn Plus on N. Druid Hills Road NE for six nights beginning 6/21/2015. I book 2 rooms for six nights or approximately $985 for both. All pics of described rooms showed a microwave and fridge and confirmation page likewise showed a microwave and micro fridge in the room. When I showed up, management was not helpful and stated my problem was with Hotels.com and not their business. I immediately wrote Hotels.com website business address as no direct number is provided. No response from their customer service. If they cannot get a simple booking right, they cannot be trusted.

Booked a room in through Hotels.com on 6/12/15. The room I booked and paid $121.00 for was a non smoking 2 queen bedroom. Upon arriving at hotel, they gave us a smoking 1 bedroom. I was told that since I booked with Hotels.com I would have to contact them for a refund. I called Hotels.com 3 different times, and every time was told they could not get a hold of the hotel manager. The Hotels.com rep was very rude and not helpful. I decided to take it upon myself to contact the hotel manager, which I was able to speak with on the first attempt. I will NOT be using Hotels.com in the future. Too bad for them because I WAS a regular customer.

I booked 2 rooms at the Super 8 wild animal park in Escondido CA 2 months in advance. I book early because I specifically wanted non-smoking room for I have a 2 year old in one room and an 68 year old father with asthma in the other. The lady from Hotels.com assured me it will be non-smoking rooms. When I arrived at the hotel they gave me 2 very smelly smoking rooms and said there was absolutely no non-smoking rooms avail and that there was no memo for non-smoking room on the reservation. There was nothing they could do. So I go into the rooms, opened window and doors for 2 hours and the smell was still very strong. So I had to pack up and just leave the hotel to a different hotel because I could not risk my child and my father with asthma. My vacation was ruin because I had to shell out double money for another 2 rooms elsewhere.

Twice being burned by Hotels.com. Find your hotel by their search but then book directly with the hotel. 1st time didn't get all of my money back with hotel that had no hotel rooms left but Hotels.com booked us anyway. Second time overbooked again. Finally got a refund but after taking 1/2 my vacation time on the phone with them to get it. STAY AWAY FROM THIS SERVICE AND I HOPE THEY GO OUT OF BUSINESS SOON.

I made a reservation for a hotel 8 hours away from home. I paid in advance so I was immediately charged 400 which was expected. However, when we arrived the hotel did not have our reservation confirmed. They didn't have a room for us. I contacted hotels.com and they said, "Check in isn't until 4 pm." So I guess they were planning on waiting until the last minute to confirm my room even though they took payment immediately. Luckily the hotel we stayed at was very accommodating. Never again hotels.com.

Placed reservation for room in Paris. Received confirmation from Hotels.com. After 2 days received another email that they did not secured room and asked to call. Calling them was a nightmare, long wait and customer service was everything what is to be not professional and customer not friendly. After that never returned and never will to Hotels.com.

I had booked at your hotel for 3 nights for Queens Birthday long weekend via Hotels.com. My Hotels.com confirmation number: **. Unfortunately, when we arrived at your hotel, we were told that this booking can not be honored. As a result it was an extremely harrowing experience for the next few hours. Customer Service redirected to relocation team who took 1 hour over the phone and couldn't find anything. Extremely long hours of wait and we had to search an alternate accommodation and tell the hotels.com customer service to book it.

I was a loyal, long term customer with Hotels.com. I booked a room for travel a few weeks ago and was sent a confirmation/itinerary number via email. I was sent an email one week from my travel date that the hotel could not "honor the reservation" and to call customer service. I have been on and off hold for one hour and 45 minutes so far and still waiting. I am absolutely furious! What business does this and retains ANY customers? I would suggest staying as far away from this website and business as possible unless you really liking being aggravated have nothing better to do than be abused and put on hold for almost 2 hours!! I am done with Hotels.com. Only reason I am on hold still is that all rooms in the area are now sold out and they promised me they would get me equivalent hotel at equivalent price.

I booked a room through hotels.com. I selected a king room. When the confirmation appeared the room became a wheelchair accessible 2 queen bedroom. I called the hotel and they are unable to make changes to hotels.com reservations. I called hotels.com and of course was speaking to someone overseas with an India accent. I explained the problem and was told there were no king rooms available unless I wished to pay for a king suite. They were not willing to provide any solution for their system issue. They also used Expedia to book the room.

Tried ordering a hotels.com gift card for a friend. Hotels.com held the money, put the order on hold, and then cancelled the order even though the website order status showed "sent". Several calls to the lazy and smirking hotels.com customer service went nowhere. They kept trying to claim it was Paypal holding the charge and they couldn't do anything about it. Paypal informed them that it was still sitting in authorization and they hadn't received the cancellation. Total joke - hotels.com has held my money for weeks neither fulfilling the charge or releasing the authorization. Read the reviews - these people and this company is the absolute worse!!! Run, don't walk from hotels.com!!!

I booked 2 rooms for a multi-day trip totaling $1500 on the mobile app. I was enrolled in the Rewards program. The nights didn't appear on my Rewards. I emailed many times and was told they couldn't apply them to my account because I had once opened another acct under a different email. I said I didn't care - I wanted the nights credited to the account under which I made the reservation. They said they couldn't do it and stopped replying to me.

Nine hours ago, as I left Miami to Atlanta with my 7 children, I called hotels.com and spoke to **. He told me we would be booked for 2 oversized suites suitable to sleep all 9 of us. When we arrived, we found out we were not booked for this. The 1st customer service rep I spoke to confirmed that ** had made a mistake, and that rep put me on hold. After listening to the obnoxious go-go's Vacation song for the 2nd time, I was disconnected. I called back and spoke to another rep who also put me on hold. I have been on hold for 35 minutes. I am irate. I just trying to cancel my reservation. My children, husband, and I have now been here in the lobby for 1 1/2 hours. Extremely disgusted with this company.

I reserved a hotel room for 2 nights for my son's college orientation. After 5 hours on the road, I arrived at the hotel to learn that I could not be checked in because the virtual card that was sent to the hotel as payment for my room was being DECLINED. I had already paid Hotels.com. After 45 minutes to an hour on the phone with Hotels.com and having the customer service agent tell me he was going to call the hotel to straighten it out but did not, Hotels.com just CANCELED MY RESERVATION!!! I was left without a hotel room 5 hours away from home. They then promised to give me a $150 credit towards my next Hotels.com purchase for my troubles which I never received!

I booked a last minute hotel room using the app. After my one night stay, I noticed on my credit card statement that I had been double charged for one night hotel stay by Hotels.com and the hotel I stayed at. And for different prices. I immediately contacted Hotels.com. They claimed to have contacted the hotel and said I would be refunded within 7 days. 3 weeks later, no refund. Second attempt with Hotels.com and they then said they couldn't help me. In fact the Hotels.com rep was very rude and short.

To book a room or a flight it's pretty easy. If you need to make a change, get ready for a headache. I needed to make a change of date on my reservation, and this is the amount of time that I had to wait in order to get someone on the phone:

I called to cancel a one night reservation at Hotel CitizenM Charles de Gaulle 8 days before my reservation date. Hotels.com claimed to have called the hotel in question and that the hotel responded by stating that a refund was not possible, as per the Hotel CitizenM's policy. This is false and a lie! The trip was work related and a coworker, who booked within minutes of my booking and for exactly the same room type and date was refunded immediately!! Hotels.com also has a link to their privacy policy on the page where you click ''Reserve''. When you open the link, Hotels.com's cancellation policy pops up. The cancellation with full refund dates that are indicated are roughly 30 days BEFORE the reservation date, which ''appears'' to be a programming mistake... at first glance....

I booked on Hotels.com. Had to cancel due to death. Gave me runaround. Also, quoted me price. Upon receiving invoice, they overcharged me $70 a night and added a fee, which they never disclosed (total overcharge -- $400+). I informed them this was illegal. The customer rep said I should've checked the bill...Once charged, nothing they can do. I asked, how can I check if when they send me invoice...already HAS been charged? Bringing this up with credit card company and Attorney General.

6-9-15 6-10-15 I try to cancel a packages fly & hotel Hotels.com travel confirmation - Jul 20 - (Itin# **) two days 3 phone calls 2 hours each I was transfer 5 or 6 times is been the most frustrated experience. I have documented this process. Please refund back to my credit card or I will sue for fraud. My phone number is **. **. Thank you.

I booked 9 nights using Hotels.com and went through the steps to create the rewards account. Evidently it did not register me for rewards. After calling customer service was told to re/register and they would post my 9 nights. They did not. I booked two more nights and that is all they have credited me for. Customer service told me on the next call that they had to verify I stayed the 9 nights. Then they would post them. They did not. Next call a supervisor told me they could not post them since I did not create my account until after I had completed the travel for those first 9 nights. I asked why I was first told they would post them after recreating my rewards account and he said he did not know. I asked him why the 2nd CS rep told me they would post them after verifying I had completed my stays. He said he did not know.

Dumbest people I ever dealt with. I would never use these brain farts again. They screwed up everything and I would never recommend the site for anything.

I booked months ago at a hotel in Charlottetown, PEI at the Delta for a popular conference knowing that it would sell out. A week before the conference, Hotels.com calls to say that the reservation is cancelled by them! After hours upon hours of trying to speak to them and the hotel it seems that I was less of a priority than the other guests that registered with the hotel after me. Now no other hotels are close and it is extremely inconvenient to go back and forth for meetings and events. Hotels.com managed to take my $600 and give it back to me three months later. What a great racket - no accountability and empty apologies in exchange for interest on my money. Happy to never use them again!!!

Some companies do not understand the value of a life long customer and it seems like Hotel.com Norge is one of those, so I feel quite comfortable that this time you are indeed the loser for a paltry sum of NOK 440 which you refused to reimburse me. April 24 this year, I was looking for a place to stay in the valley of Gudbrandsdalen, Norway when this great deal of NOK 545 showed up at Hotel.com internet site. With the understanding that this was non-refundable, I submitted my credit card info and secured the stay.

Hotels.com is TERRIBLE. I made a nonrefundable reservation for a hotel on a small island in Fiji through hotels.com. I then found out that all flights to the island were booked. The hotel was really nice about it and told hotel.com to refund me the money. They told me they communicated this with hotel.com but the website still can't seem to give me the refund.

I booked a layover flight for my daughter who was travelling internationally. Her connector flight was cancelled and she missed the international flight. I contact the hotel (Hampton Inn - JFK Jamaica) and they were really nice about it, but told me that since I booked on Hotels.com I would have to contact them. They don't care. SO for my Big $20 discount, I lost $200. DON'T waste your time with these people, book direct with the hotel you want. You will be a lot happier.

We have booked with Hotels.com twice. The first time was roughly 4 years ago and I went smoothly and we had a great hotel that was by everything and the staff was great. This time around is a different story. I went through ebates to get the cash back and do the pay at time of check in option, it didn't let me do the last part so I called hotels.com directly and told her I was attempting to do it through ebates but it wouldn't let me do the pay at check in option. She offered to do the booking, not saying anything about I would not get the cash back from ebates. So I assumed, my mistake.

The past three weeks, I have been booking an extended stay in Italy. I decided to use one hotel booking site so that I could have all of my bookings and confirmations in one place. Unfortunately for me, I chose Hotels.com. First, I will say that some of the agents that I spoke with were accurate and polite. Because I was booking hotels for my large family (two adults and four children) it was usually necessary for me to call to complete the booking, as I needed adjoining rooms etc. On more than six occasions when I called into book a room, I would get an agent who would book the wrong type of room, neglect to add the children to the room, quote me a different price than the one I saw listed, or try to get me to reserve a non-refundable room by just "slipping it in" at the end.

I booked 2 single rooms in Vegas through Hotels.com. My credit card was instantly charged and I received an email confirmation of my booking. Upon arrival at the hotel the staff informed me there was no reservation under my name and the reservation number I received from Hotels.com was not sufficient. I called their customer service and after a long wait they told me that everything was ok and that I should be able to check-in in 10-15 minutes, just as soon as the hotel receives their fax confirmation.

I have always used Hotels.com because I love the fact you get a point per night and 10 equal out to a free hotel stay. I use them weekly for myself and my employees. I had 8 points (8 stays), I should've had, but my account only had 6. I called customer service and after 30 minutes, she said she added the 2 points as she seen I had not received them. 2 weeks later, I see I only had 8 points and should've had 12 (2 were in process from the prior weekend). I call again, waiting 30 minutes on hold after the automated said it was less than 2-minute wait.

I call customer service to cancel a hotel reservation. Hotels.com, which is an Expedia brand, tells me I cannot cancel because the hotel won't allow it. I call the hotel and they authorized the cancellation because the concert I was scheduled to attend was cancelled. They tell me to call Hotels.com and they will process the refund. The CSR says they cannot do that but when I say the hotel authorized it, she puts me on hold then comes back and says "Okay, we're going to process the cancellation." Then I receive an email confirming cancellation and indicating that I have no refund coming. Typical dog ** customer service from the sleaze balls at Expedia. Never again.

The reservation page was unclear and hard to read, and I accidentally booked a hotel for the wrong date. Called and tried to work it out, they were unwilling to budge or even attempt to help us in changing the dates, told us there was nothing we could do. The only option was to pay the full amount a second time. DO NOT BOOK WITH HOTELS.COM.

I placed reservation online through hotels.com! Almost immediately after I realized the date was accidentally placed for May instead of June! Got message from site that fee was non-refundable! Called hotels.com less than 5 minutes later to discuss error and was told it was non-refundable because of hotel regulations and to call hotel directly and discuss with them! Called hotel and told since booked through hotels.com would have to speak with them! Asked for manager at hotels.com and was told my initial fee would be waived and then was rebooked for June date with understanding this would happen! But yet was appalled to see that my credit still was billed for initial reservation despite all this hassle and reassurances! Never will book with site again! Buyer beware of small print warning non-refundable, despite if you make and try to correct your error minutes shortly thereafter!

I booked online for a hotel near Albany NY. When the confirmation page came up the dates were wrong and I was charged $900.00 on my credit card! I called customer service. They told me the dates I wanted at that hotel were not available and offered another hotel. Then gave me the wrong number of beds and charged my credit card another $170.00. One thousand dollars and I still did not have a hotel room that I needed!!! Refund? “Sorry. No cancellation policy in effect.” When I called customer service to complain they told me I was not being "professional" on the line. These people need to be out of business. Never again.

I recently booked a hotel through hotels.com and went on to use their car reservation service. I found the the car I wanted through hotels.com car reservation service, and clicked on it, then paid. Afterwards, I realized I had paid with the wrong credit card, so I tried to contact someone to see if I could change the way I had paid. This is when all the bad stuff started. The reservation confirmation had come from a company called Cartrawler which hotels.com use for their car reservations. I had never heard of this company. They sent me a minimally worded confirmation which had little information for contacting them, no phone no. and only a "contact us" to click on. I tried to contact them and each time a brief message appeared asking me if I had booked or not. When I clicked on booked, nothing happened. I tried this several times and gave up.

My friend (**) and I travelled to Ft. Lauderdale on April 28, 2015, and stayed at Avalon Waterfront Inns, 521S Fort Lauderdale Beach Blvd. til May 8, 2015. The place should be condemned; the carpets had filthy stains on them, dirt on the walls, the bathroom door had been kicked, cobwebs on the air conditioner, the phone didn't work in the first room we were in. Our second room we got moved to wasn't much better. The floor was dirty; the white bed skirt was filthy, there was mold in the bathroom where the tub had come away from the floor. Mold on the ceiling where the shower head was. We contacted our Travel Agency asking for our money back; it is being looked into. That place was a disgrace and ruined our vacation.

DO NOT USE THIS web site to book your trip. We saw a better deal on a different website (Getaroom.com) and called Hotels.com customer service immediately asking them to do a PRICE GUARANTEE. First agent was helpful and made the reservation for us and said he will transfer the call to the next agent so that agent can do the refund to honor the price guarantee. THE NEXT agent kept on saying she cannot find the deal to match the price!!! SERIOUSLY??? First agent saw it and made the reservation and now this one is saying she can't refund the difference because she can't find the deal anymore (Does the deal vanishes into thin air??). They kept us on the phone for more than 2 hours trying to deal with this issue.

The absolutely worst experience I have ever had. I booked a hotel room for May 23rd and 24th in Kansas City, MO. A day later, my in-laws decided they would like to join us for the weekend. So, I book (for them) a room at the same hotel. When arriving in Kansas City I decided to call to see if the rooms could be near each other or combined but they had no record of the second room for my in-laws. I double check the confirmation and we did in fact get the confirmation email and the CC was charged. I called hotels.com where I was transferred from person to person of the course of 30 mins. I was then transferred to someone who told me that they could not get another room in that hotel but would find me two in another. She said she could not do it but could get me to someone that could.

I booked a Holiday Inn Long Island City in Queens NYC stay for 4 nights and I left after 3 nights yet I cannot receive a refund for my final night. The hotel has blamed Hotels.com and Hotels.com has blamed the hotel. Either way I would like my money refunded. I am going to pursue this matter through my credit card as the only resolution Hotels.com has offered is nonpayment. Please do not use Orbitz. They are thieves hell-bent on balancing their accounts on the backs of their customers.

While traveling, I went to Hotels.com and asked them to send information about hotels in Rock Hill, SC. In the midst of the list of Rock Hill, SC hotels, they also sent a Little Rock, AK hotel. I did not realize that they had sent the wrong city/state information until I had clicked to choose the Little Rock hotel. Within 30 seconds I realized the error and called Hotels.com to have the error corrected. Hotels.com said they could do nothing to correct the error and I should call the Little Rock hotel who would also not refund my money. I had to pay for two hotel stays that night. One in Rock Hill and one in Little Rock. I will never use Hotels.com again. They do not stand by their website or help their customers in any way.

I booked through Hotels.com for 2 nights at a Country Inn in Williamsburg, VA on 5/16 and 5/17 and was charged $169/night plus tax. My brother booked directly through the hotel long after I booked through Hotels.com and paid just $130 for that same first night and $89 for that same second night. A savings of $200 by not using Hotels.com!!! I contacted customer service and was provided no refund at all. I will never use Hotels.com again and if you also don't want to get ripped off - you won't either. Call direct to the hotel and save lots of $$$.

I was traveling through Palm Spring CA on my way to Arizona. Just needed a 1 night stay. Through Hotel.com I booked a room for 76.00. When I got the confirmation emailed it stated my total payment due for the stay was 87.76. Fair enough with taxes and stuff. Come to find the hotel is charging 109.71. I called. They said it-- "here is a resort fee attached." I said I was looking at my confirmation email and Hotel.com said my full amount would be 87.76. I called Hotel.com and got a person who was clearly embarrassed, but keep parroting the company's slippery excuse that I owe all fees regardless of what Hotel.com legally said I owed. Is it a lot of Money? No. But this company lacks integrity and lies. I will not use them again. There are so many people pissed off at them. You would think that they would try to salvage their business credibility.

I've been on a two week road trip and have booked several of my rooms via this website. Within the last 48 hours I have had multiple issues and errors: 1) unable to access my bookings via app or website, 2) unable to change or cancel my bookings, 3) unable to pay via PayPal (as I no longer trust this website), 4) have had to CALL customer service three times and been made to wait at minimum 13 minutes while listening to horrible 80's hair band music that sounds like it's channeled through a weak FM station in the Sierra Madres, 4) have been unable to redeem by app, website, or phone, the "one free night" that I have been told I've earned through frequent bookings, and 5) have been told that all of my problems are due to "technical difficulties" that are due to an "ongoing upgrade" that has not been completed yet.

I called Hotels.com to make reservations for Massanutten Virginia. First of all the operators were not professional, could not understand what I was saying, and kept me on the phone longer than I wanted to be on there. Made reservations. Called back and no reservations were made. They tried to charge my credit card. I have never experienced such mess like this in my life. I called back. The operator kept me on the line and repeating herself over and over and then hung up on me. I advise anybody not to waste your time with these people. They should not be in business at all.

Be aware even if you are within the cancellation date of your trip and you paid a 1 night deposit, do not assume Hotels.com is working diligently to refund you the money. I called after 9 days to find out hotels did not bother to call the hotel directly to ensure cancellation was captured and for refund to be processed. Now I have to wait another 3-7 business days, and then if I don't see the credit back, I have to call the hotel in the destination where I had booked to follow-up. This is ridiculous. Why am I using a 3rd party vendor to book my hotel stay when the customer service is subpar. Going forward I will book with the hotel directly.

When I arrived at the hotel, I was stunned to see that the price of the room was $109 but through hotels.com I paid $159. I asked the hotel to adjust the price but they said they could not. I contacted hotels.com customer service and they replied that it was not their issue, I should contact another company who calculates their commission. Basically "best price guarantee" is a fraud and customer care non existent! I contacted them again but I did not receive any response.

The room was low price guaranteed, paid for in advance - 1 year - and was not honored in both the price and the accommodations.

Attempted to make reservation at IAD hotel but upon completion received confirmation. Since I was in Europe at the time I made a reservation directly with the hotel chain. When I arrived at the hotel they told me I had 2 reservations. When I called Hotels.com I spoke to a clueless agent who kept on telling me she would give me the reservation # but couldn't give a discount? I hung up in complete frustration and disputed the charge at my bank.

I went to purchase a room on May 6th. They requested my credit card number to hold and that I had 48 hours before check in to cancel my room. Nothing was said about charging my card. Within five minutes of the order, my card was charged and when I called back they said they would credit my account. Today I spoke with **, a manager and he said they will not refund my card. They have had more than a week to credit the card. How can we go from we will credit an account eight days ago to now we can't credit it?

The hotel that Hotel.com set me up with did not have a suite. Hotels.com said only they could make reservations for a Howard Johnson hotel in Colorado Springs. I wanted a suite with 2 rooms and 2 double beds. They said no problem, the hotel could accommodate me. So I paid Hotels.com the money to reserve my room. I received an E-mail 1 double room with two double beds. I arrived at the hotel and found out they only have 1 room with 2 double beds. The hotel said since I paid through Hotels.com I had to deal with them. They also told me they have a no refund policy.

This company is RIDICULOUS. I made reservations 3+ months in advance. I happened to call the hotel the week of our trip and they mentioned that there was no reservation for me and that unfortunately they were overbooked already and unable to accept my reservation. Hotels.com denied this for 2+ hours before calling to verify that, indeed, my reservation was voided by the hotel (FOR NO REASON). They continued to keep me on hold for 6+ hours (I was up until 1:30 in the morning when my phone died finally) and still no resolution. The area I wanted to stay was already booked due to a large festival in the area (hence the reason for me booking 3 months in advance!) The only alternative hotel they found was over $400/night and they wouldn't pay the difference, so I'm basically out of luck.

I booked 2 hotel nights thru Delta. When I arrived in Austin I got an email from Expedia saying my reservation could not be honored at my chosen hotel. I spent 30 minutes on hold before someone answered my call. I was booked into a different hotel near the first hotel. That hotel was fine. Everyone was nice. Meanwhile the first hotel said they didn't know why Expedia had said there was no room for me, and offered to comp me the second night at their hotel. I moved over to it and they said no charge. But when I called Hotels.com, they sent me through 2 different people who refused to take the charge off for the second night. Expedia's mistake, my inconvenience.

Hotels.com are professional con artist who steal. Everytime I book hotel through hotels.com and I pay, after I realise that hotel also charge me! It is either hotels are fraud or hotels.com. Either way when I ring hotels.com to sort out my matter they have workers who do not speak english at all! So it's impossible to get my money back!

The Hotel.com site states "free breakfast" with my hotel stay. When we call Hotels.com, the service officer says "sorry, no!" The customer service officer and I went through a new booking at Hotels.com and she saw that indeed "free breakfast" was displayed and again she said "sorry, no free breakfast". A while later Hotels.com fixed the site and it does not show "free breakfast". We booked the hotel with that price thinking that there was breakfast, so we felt cheated.

The CSR lied and said that if a reservation was made, it could be cancelled the day of before checkout. However, I learned that is a lie. If they open up a claim that means nothing. All the CSR's do is lie.

First of all Hotel.com and Expedia.com are the same company!!!! I have contacted both and was charged by both companies. The charge on my CC made by the same company name and the emails that was sent are the same format for both companies. I have booked a deal with Hotels.com and once I found a better deal with Expedia I called Hotels.com to cancel my deal (which I could within 24 hours). It's been 5 hours since I booked the deal therefore I had the right to cancel my deal. I called them to cancel and from some reason they "couldn't" find my reservation! They told me that someone will call me within 72 hours to figure out the issue even though I had my credit card charged, they sent me an email and called me but they couldn't find my reservation!!! (of course I didn't agree because I wouldn't be able to cancel the deal after 24 hours.)

Reserved a room through Hotels.com with Millennium Park Apts in Chicago and tried to cancel ahead of time. No one could get a hold of the hotel. The phone numbers had been disconnected... all of them. Hotels.com couldn't even get a hold of a hotel that they advertise on their site. Then refused to refund our money because of the "window of cancellation". Since the hotel wouldn't refund hotels.com now we are out the entire amount. Stand up for your customers hotels.com.

I just wasted 35 minutes trying to book a hotel room at rates advertised on the site. I went through the online process, added all my information, including the credit card info and when I tried to complete the transaction I was informed my card CVV value was wrong. I tried another card and the same thing happened. I then called the reservation desk. They found the rate and when they tried to book the room, they had found could only book one room at the rate I requested.

I called Hotels.com the lady tells me there is nothing they can do. I remind her of the price guarantee and she keeps telling me if I booked through the hotel I would have to pay 100.00 more. They already took my payment and my trip is in 3 days so they won't give me the difference and there is nothing I can do about it. I would recommend calling the hotel first and never, ever use Hotel.com. I will post more about the hotel if there are any more problems.

I had surgery in Richmond Va and needed to stay overnight to be close to the hospital the next morning. When we got to the Super 8, we checked in and were given a room that smelled like straight up curry. It was dark, the carpet was filthy, the sheets and towels were very dingy. The blanket was thin and felt like a Brillo pad. I was horrified. My husband asked for another room and it smelled as well. We saw a bunch of transients coming in and out of the hotel. Some people looked homeless. We saw people with laundry carts, groceries. It was the worst hotel. I will never, ever stay there again.

I booked two rooms, new years eve in London with Hotels.com. On my return from the stay I found the hotel had charged my card with four rooms. On contacting them, they told me that Hotels.com had booked four rooms so it was up to them to refund me. On emailing them, they constantly fobbed me of with lame excuses. So twice I phoned them explaining what had happened and on both times they said they would look into this and get back to me within 72 hours. I have yet to hear anything so it seems they make mistakes which leaves me out of pocket and they could not care less. My advice to anyone, give these shady operators a wide berth.

We booked a room at Best Western Baton Rouge LA on 5 /26 /2015, upon checking in we discovered that the AC for the room was not working and the room was hot. The hotel had us move to another room. The AC in this room was frozen over and did not work, the TV did not work, the toilet ran all night and the shower head was broken. The hotel did not have another room for us. We contacted the front desk manager in the morning who said that any refunds must come from the booking agent Hotels.com, the company that received the money for the stay.

I purchased a hotel stay at the Hyatt Waikiki but accidentally put in the wrong check-out day and called immediately as I was paying for an extra day that I didn't need. I realized that the purchase was non-refundable. Something you have to be aware of is that Hotels.com claims that you can cancel any reservation but what they don't tell you is that cancelling it doesn't mean refunding it! What is the point???

Booked multiple hotels overseas with Hotels.com and for 14 nights found cheaper rates for the same hotel, room and dates. One booking was for 3 nights and 2 rooms, the last 2 nights charged by Hotels.com was more the $40 per room more expensive. Asked for a price match and as usual sent all supporting evidence, even our confirmed booking, they refused to match as 1. The currencies were different (Hotels.com always convert to AUD) and the total nights were not the same. Tried again with another booking and requested $16.41 for 2 rooms, they offered $1.64, obviously they do not possess calculators. Sent 5 emails asking why the difference and no response.

I travel frequently and I am always using the web to book my travel. I am sent email deals very regularly from Hotels.com. I was researching a hotel for a business conference in San Diego, I thought the price too steep so I started looking for alternatives in the area. I received an email from Hotels.com advertising this hotel at an amazing price of 40% off. They listed the hotel by name and even the amount of stars it had earned. I was so happy and tried to use the link to make my reservation, but the link would not work. I then tried to use their help telephone line.

I would not recommend this website to my worst enemy... they advertise that they "do not charge your credit card" but the hotel you end up booking through will and you will not receive notification from the hotel nor Hotels.com. When I called to voice the complaint, I was told multiple times "I'm so sorry for the inconvenience" and "Hotels.com does not charge your credit card." I did not receive an offer from Hotels.com for a refund of the extra $40 I was charged through the hotel. I received an email from Hotels.com that the reservation was still in place 2 days prior to the reservation and to top it all off... The customer service agent who barely spoke English from her well-rehearsed script live in Manila, Philippines!

They promised to match the price, if found any lower price offer around. However, they yet to do the promise after contacting them for three weeks made for urging the refund, and every time have to restart the story again, again, and again. The Hotels.com seems like just want the business and not interest to work their promise.

Wow, this company is unbelievable and are thieves. They charge my account with a supposedly open reservation and then e-mail me afterward to tell me that the reservation is unavailable, and that they'd relocate me to a comparable hotel. When I say that at this point I just want to cancel, they say that there will be a cancellation fee! Wait a minute, you didn't even book my reservation and you're charging me to cancel? What kind of business practice is that?

I made a reservation with Hotels.com three weeks before my stay. Two weeks before my stay I revised the days to 3 instead of 5 nights, and received an email confirmation from Hotels.com, saying that it was received and "You don't need to do anything else, just look forward to your stay." When I arrived at the hotel to check-in, the hotel said that my reservation had been cancelled by Hotels.com, and that they had no rooms available. Since a large film festival was going on, hotels in the area were fully booked, and I was left without one.

Only useful if you do entirely online and pay in full in advance. But if you don't - or can't which was my case, their CC authentication process was down, the operators are useless. The first one never even made the booking, the 2nd one spoke such poor English that she was trying to book me a 2nd night at a hotel they'd already booked in Minneapolis versus a new reservation in Washington DC. And the telling point is that if you try to contact their customer service, your only option is an email (the agent is offline - call back during business hours which, alas, is when I tried) and guess what? They don't respond.

I reserved a two-night stay at a hotel. The reservation was offered with a clear indicating that there was "Free Cancellation! (Prior to this, I had canceled several reservations that included this offer.) However, when I decided to cancel this reservation, the website informed me that I would be charged for one night's stay (about $180).

I booked on 04/19/2015 for 06/28/2015. I had the wrong date and wanted it to be in July. Tried to change the dates and they had no availability. Cancellation within 10 mins is charged at the full rate!!! Including hotel taxes etc at $281.61. Talked with the agent and the manager (**), they said it's the Hilton Policy Not the Hotels.com. Talked with the Hilton and they said "we don't see the booking in our system."

Stayed at the Hyatt Regency in Hauppauge, NY. There was a fire at 2:30am, another at 6am and again at 9:15am. Barely slept. Hotel.com only offered me a $25 refund! Really?!? Never again!

My husband and I have just returned from our 5th wedding anniversary in Amsterdam which we booked via hotels.com. I am a member and so far this year we have collected 9 nights towards our free night. However after this experience we will no longer use them or collecting our "free" night. When the booking was made I used the details stored in my account including my credit card number. A few days after this booking was made my card was stolen so my bank cancelled my card. When hotels.com tried to use these details the card was stopped and they cancelled my booking, the only problem being that hotels.com failed or simply didn't bother to let me know.

I booked a room and there were no coupon codes available at time of booking. Few days later the room rate dropped and there was a coupon code available which would credit me $100 difference and they cannot figure out how to apply and use the code in their own system. The room rate prices go up when they are checking the prices but stay the same from my end. Because they have to see the price from their end they give you the runaround. Was on the phone for over an hour dealing with multiple agents. Needless to say I am not happy and probably won't be using their site again.

I will never go through hotels.com again. We received the wrong room for one. We couldn't cancel one of the nights and paid top dollar. When we called they just said that was their policy and nothing they could do about it. Horrible experience. Even the hotel manager said she would never go through them.

I booked a stay through Hotels.com for the 20-22nd of March 2015 in Salida, CO where I used to live and was visiting for a fundraising event. Not only was the staff ignorant and rude, the baby crib I reserved wasn't afforded to us until the second day of our stay. My best friend in the area brought us hers to use while visiting. I specifically requested to talk to a manager every single day and have called everyday since to contact management.

I booked a reservation with Hotels.com for a one night stay at a resort in Daytona Beach. Hotels.com did not cancel my reservation, yet they came me a reservation confirmation telling me I will not have any issues. To my surprise, I find 2 charges for a room booked in Daytona. When I called the Customer Service department and spoke to the manager **, he was so rude.

This will be the third time Hotels.com has messed with my reservation. The last time, they cancelled my room just before I arrived. This time, I booked the Ramada Inn, but was switched to a low budget hotel. "You were sent an email". So I am responsible to catch this organization to not following through with their bookings? Never again.

I made a reservation for a hotel in London on March 21st for a stay in May (May 1st and 2nd) and was told by the representative over the phone that if I cancel before April 29th I will get a refund on my booking. I was also told that I will not get charged until my stay, but the hotel charged anyway. My travel plans changed and I cancelled my reservation on March 23rd (two days after the booking). The Hotel itself charged me one night stay at the request of Hotels.com as a penalty for canceling my reservation. I tried to call and speak to them numerous times and they will not refund my credit card. They said they would give a voucher but after the experience I have with them I do not want to deal with them anymore. I want a refund not a voucher. The Hotel itself is also in on the scam as they will not refund the money. Hotels.com are liars and scam artists and I would be very careful to user their services.

I used hotels.com to book a hotel called Speco Hotel. I arrived and it was really called The Richmond Grand Magnuson Hotel which was under investigation by the State Attorney for fraud. I immediately checked out after arrival due to safety of hotel. Hotels.com would not refund my money. They said I paid through hotel and would not refund it. I had always paid on hotels.com for privacy and security. I am not sure how hotels.com deceived me but apparently even if you choose pay now with hotels.com you are paying at hotel after you read fine print on email confirmation.

I booked 2 rooms and requested 2 queen beds and a sleeper sofa suite. These rooms were to accommodate 1 adult and 4 children for our stay in Coco Beach Florida and Georgia for our Easter vacation. Instead once hotel.com/ Expedia (they're affiliated, just have different names) received our credit card payments they changed our reservation and confirmation to 1 king bed. We talked with their supervisors but they refused any kind of accommodations or refunds on their end and said we would lose all our money paid to them. (It's like talking to an emotionless robot). They try to give a false impression that it's the hotels that refuse any refunds but they're the actual snakes, lying and waiting to deceive consumers. Upon talking to the hotels directly they apologized for all the inconveniences and exposed the truth behind the scam. Do yourself a favor and avoid the frustration. Cut the third party and deal directly with the hotel or resort.

I booked one hotel at Bangkok for 10 nights, when I reach at hotel they gave me a poorest room with very bad smell. I requested them to change the room but they said "you speak with hotels.com." I sent email and called them but nobody replied. They kept me on hold and waiting for it, then I sent email to pls refund me. I will try and book any other hotel through you, but after 4 days I got a reply it's non-refundable, and if I cancel it no money will be given back. They should not do with customers like that, and still I don't know how to redeem the free night and where I can use it. So so sad and disappointed, I lost my money. Don't come into their attraction of free night as if you book 10 days they will eat your money and will not give you anything back even you are satisfied or not. Be careful, I would suggest Agoda and booking.com instead of them. They are friendly.

I had made a reservations with Hotels.com for Tuesday April 7th 2015 and due to changes in my work schedule I contacted them and asked that the reservation be changed to Thursday April 9th. The agent said he would contact the hotel and if they had accommodations he would make the change. However he didn't change it to Thursday he changed it to Wednesday the 8th. I was charged $105. for the room and was told by ** (you know ** the one with the heavy accent) there was nothing he could do. Never will I use Hotels.com again and will advise everyone to do the same.

We book hotel through hotels.com. Our check in time is 3 pm. We went there around 4 pm. He took all information and he said wait after an hour. Moreover the hotel looks very old and feels there is no security. I asked hotels.com to arrange other hotel. If not refund my money. They took $120.00 from my card for cancel the booking. I'll never trust hotels.com any more. I won't suggest any of my friends in the future.

Double booked for same hotel on same date. Received email confirmation of valid reservation on date it was made, January 11, 2015. Knew nothing about double booking until I saw charge for a different amount on my credit card billing. Was told that they could not refund that it was up to the hotel to refund. Talked to the hotel who told me that they had received no payment for the contested amount. Hotels.com sent me a copy of the confirmation 2 months after the alleged charge was made.

My brother booked me into a hotel through Expedia, he paid for the booking with credit card. I needed to stay an extra night, so using the same booking number, I booked for and paid for an extra night with my win card. Expedia charged that night Twice once on my credit card once on my brother's. I tried to sort this out, but have been given a false Fax number by Expedia's call centre. Such a cheap way to cheat their customers. Never book through them again.

I had a terrible experience with the web site. I made a reservation on the web site for my business trip overseas. It was marked with 'free cancellation' - I remember because I had been charged for cancellation of a hotel which was not marked with 'free cancellation.' I did not know about this. However, with this experience I became cautious about it so that I remember the hotel on the Hotels.com web site was one of many 'free cancellation' hotels. But I had to cancel it for some reasons a few hours later after I made the reservation.

To be fair we generally have had a good experience with Hotels.com but today was not that day. Having four children and two full time jobs, being able to get away for a weekend (and have a discount) is huge for my hubby and I. We were extremely excited to spend a night away in Santa Barbara, CA. Upon trying to check in to our hotel, we waited another 30 minutes before actually being able to check in because Hotels.com didn't have our reservation on file with the hotel correctly. I use the site for the 11th free night but am seriously reconsidering ever using it again due to the snafu. Thank you Milo Hotel for being awesome. Boo Hotels.com for screwing it up.

I booked a Riad through Hotels.com. I later had to cancel due to unforeseen circumstances - this l did through Hotels.com. The Riad then charged me for the full stay. Since January l have spoken and sent numerous emails to Hotels.com. They first said they would get the Riad to refund my money but to date l have not received anything. They are now saying that the problem is that l ticked the box to say that l would pay at the hotel on arrival. But l am sure that my contract is with Hotels.com. So just beware that if money is taken out you will have extreme difficulty in getting it returned.

Vacation - Japan. I made reservation 3/20/15 at 9 am. Got confirmation within seconds 2 nights = 3,740.92 yen. Arriving at hotel late PM; they wanted to charge 72,400.00 yen. I called Hotels.com - if we canceled they would charge us and they promised that they would stand by their price given on reservation approval. My CC was charged $606.53 DOLLARS, it should of been only $32.81. I called them, they said that I had to pay in yuan (Renminbi) China money. I told them reservation was made in Japan - how could they charge me Renminbi when their conf. bill was in yen sign. They don't want to help me saying their mind is made up. I have enclosed the invoice.

I booked a hotel room at the days inn newark airport. Wanted to stay and fly. They assure me my car can stay. After I check in I find out there's an extra fee for parking. Now I had specifically asked that question numerous times and the answer was my car would stay for the price I paid. I check into the room which was a disaster. If it wouldn't of been in the middle of a bad ice storm I would of left immediately but under the circumstances I stayed. The room was terrible. I slept in my clothes on top of the blankets. Thank God I brought my own pillow. I had to push the desk against the door since no extra locks worked. Hotels.com will not respond to my concerns. They obviously don't care about customer concerns. Anyone wishing to book please use a different site.

I had a reservation booked, with confirmation number, etc. I showed up at my hotel to find out that my reservation had been canceled, and that all rooms were full. Once I went back online, I could rebook, but for a much higher rate. I could not get any explanation as to why my reservation was canceled other than that "We're not sure". Fast forward to my refund-- I called 3 times, with an automated message saying that my refund had been processed. On the 4th call, I got the same automated message, but this time I finally got a human on the phone. This person asked me, "Who told you your refund was processed?" Ummm. "The automated message that I got directly before speaking to you, along with 3 other times in the last week". Long story short, I FINALLY got my refund after some pretty shady customer service. That was the icing on the cake after having to spend an additional $100 to get my same room, for 1 day less.

I booked a room through the mobile app and when I went to the hotel, they did not have a room available. So, I had to go to another room. I paid through the hotels.com app and they refuse to give me a refund on the unused room. Obviously, I'm very unhappy. I've spent a half hour on the phone with their customer service twice and each time they don't understand why I'm asking for a refund and each time they conclude that I used the room. It's borderline crazy.

In July 2014 I made a booking with hotels.com to travel in April 2015. Confirmation email and confirmation number was send to me immediately. No problems so far. Last Monday (3-23-2015), a fortnight before leaving, I contacted the hotel directly to check if everything was okay with my booking. The reservation agent of the Santa Barbara Beach Hotel (Curacao) found my booking back in their reservation system but told me that all rooms were cancelled due to a group coming in at the same time??? The reservation agent told me they had send an email to hotels.com to notify them but she couldn't forward me this email because the booking had been made through hotels.com (it smells a bit...).

I made reservation with hotels.com. Hotel told me no reservation. I called hotels.com 45 minutes (70 USD cost). Waiting too much. Relocated to another hotel after 4 hours waiting. Finally went to the other one. Told me no emails sent & no availability. No apologies, no respect, no compensation.

I booked back in November to go to a hotel for a wedding in August. I was told yesterday that Hotels.com should not gave taken this booking they have no rooms. I tried to sort this out with Hotels.com as it is their mistake. They batted me back and forwards yesterday between 9 people, cutting me off twice and I spent 3 hours continuously on the phone. It was horrendous, disgusting treatment. I emailed but they have not reverted back to me. I am so angry. They just will not take responsibility and resolve my complaint.

Booked a room on the 9th of March for the 27th of March. Received confirmation # on the 24th. The date of reservation was wrong so I called in to have it corrected. They called hotel that confirmed I spoke with them and agreed to no penalty charges. Because it was so close to the date, the room cost almost $20 more... I called the person that was paying for the room and they said to pay it. Then when I called back in to pay it, they wanted to charge me a $94 penalty charge which was what I originally paid for the room. In total I paid $111.28. As soon as I got off the phone I got back on their website and could have booked the same room for $99. I will NEVER book with hotels.com again... EVER.

Booked a room at the Embassy Suites Ontario Airport approx one month prior to our stay (March 21, 2015) for a wedding in the area. Upon check-in we were informed that the hotel was completely booked due to two large events going on in the area (a music Festival and NASCAR) and that we would need to contact Hotels.com to be relocated. Upon contacting Hotels.com I was placed on the phone with a very rude relocation agent. After placing me on hold for over 40 minutes she returned and informed me that the only hotel she could relocate me to was in Anaheim, CA (approximately 40 miles from the hotel originally booked).

I went on hotel.com website to book a room for my mother because we were going to Indianapolis for weekend for a funeral, my mother sister pass away, I saw they charge my credit card so fast card, I immediate call hotel.com to cancel and I was told the system was down and nothing he could do right now and to call back later. I call back and I was told it was too late because we were a different time zone and we were going back and forward about this timezone and kept been put on hold and I has get off phone because I was work. Hotel.com refuses to refund my money of $84.00.

Hotels.com has a very unreasonable cancellation policy so all consumers should beware. I tried to change my reservation almost a full week in advance and they would not allow it. Never use Hotels.com.

Booked a one bedroom suite at Palms Place in Las Vegas. Requested a handicapped bathroom. When Hotels.com confirmed, they said that it could not be confirmed until check in. At arriving at the Hotel I found out that none of the one bedroom suites have handicapped bathrooms. This made our stay very difficult for my wife who is mobility limited. Big difference between "not able to confirm" and "none in one bedroom suites". Will never use this company again.

Hotels.com mistakenly booked me at the Grand Canyon Inn instead of the Grand Canyon Caverns Inn, which is 100 miles away. When I called to cancel my reservation, Hotels.com refused to give me a refund and was rude on the phone.

Booked two nights at Ramada Inn in Silver Springs, MD. Arrived at hotel and had no running water. I told the front desk lady I can't stay with family of five with no running toilets or shower. She tells me the notice was up for two days on the front desk! I tell her how was I supposed to read it while driving on my way to the hotel.

I recently reserved a room at The Saint Hotel through Hotels.com. When I got the confirmation I realized the cost of the room was over $100 a night more than any of the other reservations made by my co-workers (this was booked for a business trip). As time got closer I had to cancel the first night due to an emergency "business" meeting. When I called The Saint, they said I could not cancel through them as I booked through a third party.

I booked a recent stay on St. Thomas through hotels.com. The agent was a fast talker and assured me the hotel had a shuttle service from the airport. It did not and when I called customer service at Hotels to complain they said they'd pay for the taxi service. I called Hotels when I returned home to get the refund information and the next agent said they would not honor it. But she said when I complained that they would send me a $50 hotel voucher for my next booking. Fair enough but I never received that either, so in my estimation, they're a bunch of frauds and liars who misrepresent their services. I will never book through them again. Or use any of their subsidiaries, including Expedia.

My concern was that I did a booking for 14th-16th march for Taj Village goa and following are my issues: While going through the booking I clicked on complimentary breakfast thing but when I got the invoice it was without breakfast... I did not see the invoice then assuming I am dealing with a reputed company like Hotels.com which would be having business ethics and when I reached the hotel and showed the invoice it is then I came to know it does not include breakfast. It was such an embarrassment and frustrating situation.

I was displeased with this sight due to the availability seen online didn't mirror what information was given via the customer service representative. In addition I did book a room online only to discover the actually image wasn't reality. I chose to cancel and book from another hotel in person. I call to confirm cancellation since a confirmation/reference number isn't supplied through the automated system. The representative informed me that my purchase was non-refundable (unspecified online). I was highly dissatisfied but after several calls ** and ** diligently worked to honor this request. It was refunded in less than 24 hrs. I'm unsure if I'd rely on this app/site again.

I booked a hotel for Friday 13-MAR-2015. I wanted to reschedule it. Hotels.com refused this request. I called the hotel and they said they would do it but they were unable to do it because it was in the Hotels.com name. Calling Hotels.com back the operator was extremely rude. He demanded to know the name of the hotel's front desk clerk! Which of course I did not know. He then proceeded to threaten to hang up on me because I wanted to talk to his supervisor. He then hung up on me. Unbelievable.

Booked on line and received booking confirmation, arrived at the hotel 2 hours later - no room. Spoke to the 'manager' at hotels.com and asked why, no reason given. Sufficient funds in my bank account so there was no error on my part. Have asked for all documentation regarding my transaction with them and so far they have emailed me nothing! Having read this page they are obviously a 'mickey mouse' organisation. Thankfully the hotel were very sweet and upgraded me to a suit (obviously I had to re book). DO NOT USE THIS CO.

Thought I was putting a credit card down to hold a room 6 months in advance. My card was immediately charged for the entire stay and here's hotels.com reply to my inquiry: I have looked over your recent request. I apologize our research with the property has lead us to conclude that there is no credit due on this reservation. The property will still charge us for 1 night penalty and has decided not to refund because the reservation is inside penalty window. Please accept my sincere apologies for any inconvenience this may cause.

I was traveling to Orlando, Florida on February 6, 2015 from Tallahassee, FL. I did not leave Tallahassee until 12 am midnight and so when I called hotels.com I wanted to make a reservation for Saturday since I knew I would not get to Orlando until about 6 hours later. Apparently the operator misunderstand me making a trip for the following night instead of Friday because Friday had already passed.

Hotels.com is a shoddy operation with the most disgusting customer service I've ever encountered. My wife made a mistake of using Hotels.com (or should we rename them to Hotels.con?), instead of our usual Bookings.com or Agoda, for a semi emergency doctor's visit in Singapore. She received a confirmation of the hotel room booking and our credit card immediately showed a pending charge giving us the impression that all was set. Minutes before boarding the plane she received an email notification in a foreign language saying that there was some problem with the credit card and that the contact number she had registered online was wrong (not true). There was no instruction as to what to do, no phone number to call to resolve the matter and only a general email address for customer service.

After making a two night reservation using Hotels.com for next weekend, I realized that I would not be able to stay the second night. I tried to cancel my second night but Hotels.com refused and the only option they gave me was to cancel my stay COMPLETELY and book me at a more expensive hotel. Will never ever use Hotels.com again.

On or about December 2014, I made two (2) room reservations with Hotels.com to stay at the Hyatt located in Mystic, CT. On February 9, 2015, I contacted Hotels.com and requested my reservations to be cancelled as I had made other plans for that weekend. I received two (2) cancellation notices via email from Hotels.com, indication my reservations were cancelled. Today, Monday, March 2, 2015, I looked at my bank statement and noticed that I was charged $159.85 by the Hyatt, which was the amount for one (1) room at their establishment. I contacted Hotels.com, they kept me on hold for over 15 minutes and all they offered was for me to receive an voucher for future bookings. I denied such offer as I did not make a reservation for a third (3) room and then they requested me to send them my bank statement so that they can refund me my money, after they just confirmed the charges with the hotel (Hyatt).

I request everyone to avoid booking anything through Hotels.com as they are completely unethical and run the show with the sole intention of cheating the public and pocket easy money. They rate very poor hotel very well and lure unsuspecting travelers to the hotels, collect the room charges through their hotels.com web portal and intimidate the hotel not to honor the booking which will mean we have to either pay again or walk away. Either way, hotels.com do not repay the money collected from us. You write to them and they will give you standard replies such as: 1. "We will revert back to you in 72 hours." 2. "We have escalated your complaint to the next level." 3. "We are unable to contact the concerned hotel." These are the standard replies you will get even after 10 emails. Please avoid else you will be cheated.

I booked a hotel for an important event. They messed up the dates and my email address. I called and asked them to send me a confirmation since it never came. My email address was grossly misspelled. I asked them to fix the problems which they said they would but I never received confirmation. I called again and I asked to speak to their supervisor who was not very good at explaining at what she was doing to fix the problem. Finally, after an hour on the phone I got her to refund $10 to cover the inconvenience of having to take a king bed instead of two doubles. MAKE SURE YOU ARE ON THE HOTEL website when making reservations, do not use intermediaries. When companies use foreign countries for call centers, be prepared for people who don't speak english well and who are just a bit condescending. Demand a refund on your bill for the mistakes Hotels.com.

I booked a hotel room near the airport due to an early departure and icy road conditions. After working a 12 hour shift in ICU and driving 2 hours with my child, the hotel states that Hotels.com booked me for the wrong date. The kind clerk provided me with the phone number and Hotels.com tried to convince me it was MY ERROR!?! They then requested approx. $100 more for the room and a change fee. NEVER use this website. It is a fraud.

I booked a hotel for a soccer tournament that was cancelled. I tried to cancel my room 3 days in advance and hotels.com still charged my credit card. That is fraud!!! I will never book with hotels.com again. I intend to let others know.

Made a three night booking, for which the reward nights were never credited. E-mailed customer services who said they were not added due to a "technical error", and said he had added them manually. He asked me to check in 72 hours. I checked, after 3 days, not added. I checked again, in 48 hours (now 5 days after the customer service agents e-mail), no sign of the 3 reward nights. I e-mail Hotels.com. No Reply. E-mail again next day. No reply. Called the customer services number, they are based in India.

I booked a hotel based on the positive reviews on the website. When I arrived my hotel bathroom was extremely unclean (covered in mold). When I submitted a review mentioning this on the website it was never published. It is strange that this website picks and chooses what reviews they publish, it makes it difficult for customers to get an accurate idea about a place before they book. Also when making this booking I was required to enter my mobile phone number. Within two hours my phone was inundated with dozens of spam messages (they're still coming!) from unknown numbers which has never happened before. I can't say for sure but it made me wonder if the website passed on my number to a third party.

I booked eight days at a very expensive hotel in Cozumel Mexico. Came out to over $3500. First of all my flight was canceled due to weather so I missed an entire day/night there at the hotel. Hotels.com refused to back me up in anyway shape or form to get me a refund. Also the staff at the hotel was extremely careless and a hotel was riddled with insects which I was bitten repeatedly. Ultimately I had to go to the hospital since I'm allergic to bees and mosquitoes - since the hotel did not take proper measures on smoking for insects as other resorts do in Mexico.

Horrible, in one word. Stay away. Do not use them! This company should go out of business. Got gift card for Christmas from our kids. Impossible to use. Had to finally book ourselves after 2 hours on phone.

Had made a reservation with hotels.com. I noticed that it was the wrong city. I called to get it changed to the correct city to find that they would be happy to cancel my first reservation and book the right one but would give me none of my money back. I called the hotel directly and was told they did not have a problem with the change, but that I had to do it through hotels.com because they booked the room. She told me to call them back because I may have gotten a dumb person. Got an even dumber one the second time. DOROOM THROUGH THIS PLACE.

Spent over 2 hours on the phone in July because they screwed up my reservation and had it for the wrong date. Absolutely rude and the least helpful customer service I have ever dealt with. Finally got someone on the phone who agreed they screwed up and received a credit. Fast forward to now. Booked four nights through them for last weekend - only to use the credit and get the free night because that would have given me the 10 nights I need for the free night. Booked the reservation using the credit. It showed up in my account as giving me the 2 night credit once I stayed in the hotel. Checked the site today and it says I DID NOT get the credit for those nights because I used a credit or coupon code. HUH? Have tried to call but of course, as usual, no one answers the phone. Why tell me you are giving me the credit if you are not?

I reserved a room through Hotels.com in Nashville. I paid for the room and received a confirmation number. When I went to check into the hotel, the hotel said that they had no record of the reservation and in fact, had 14 other people try to check in with the same problem. The hotel was sold out so I called Hotels.com to get them to find another hotel. After waiting 20 minutes, I spoke with a customer service agent who was obviously from another country and could barely speak English. He could not find another hotel room and would issue me a refund. I have not checked to see if it has been refunded but I had to travel 40 minutes to find another hotel late a night. Hotels.com intentionally took my $ without ever planning to reserve a hotel room for me.

That service is very close or even IS fraud. I made reservation for a hotel and cancel in a day marked "free cancellation." They allow me to cancel without any warnings, but hotel charged full amount. NEVER AGAIN!

I made a reservation for Valentines a month in advance. I received plenty of emails saying that my reservation was made and ready for me. I show up to the hotel and was told that my reservation was cancelled and I was not informed. I was on hold for 3 hours and all they could compensate me with was 75$ for the next hotel! They ruined my Valentines night, I wasted time and money. I also spoke to a manager, the least that they could have done is waive a room for me!!!! DO NOT BOOK WITH THEM! They make confirmations THAT ARE NOT REAL!!! WORST WEBSITE EVER!!!!!!!!

I bought today a gift card from Hotels.com USA site just as a try for their gift card, I got the card number after about 3 hours in my email as a link to enter my email in it then a file will be downloaded to the mobile. When I done that un-smart super stupid way to get my card after that I found the 16 digit gift card number without pin asking me to send it to printer and print (I had no printer cause I don't almost use). After that I sent them 2 emails and after some hours I got more more more smarter response. "Hello sir you had to press the link in email and you will find you card" and I send again that I done all that before and still didn't find any pin only card number, so I think one of us is not human or at least understand don't understand the whole world English language may be, so that stupid gift card sure from smart people, don't you think so too.

I made a reservation for a spring break trip to Cancun today. The original discounted price was $360, but members received an extra 10% off. So, I booked it at $324/night. Originally, I forgot to apply my Free Night Rewards, so I called them up and they fixed it right for me within a few minutes. The new price for the hotel was $305/night. That was great. But that's the only reason they deserve just that 1 star. Within a few hours, my plans changed. So I logged in and changed my reservation from 3 nights to 2 nights. It was the same booking, same confirmation number, I just changed the # of nights using the Change Your Booking option. However, the new price of the rooms reflected the non-member price of $360/night. So, I booted up a chat with a rep. His name was Harry.

I booked my hotel 2 months out and within 24 hours the money was taken out of my account. I'm upset because I needed this money to pay my bills and thought the money would not be taken out of the account until my stay at the hotel in two more months. I called hotel.com and complained to no avail. I will not use hotel.com again as there was no reason for them to take out my money. Now when I go to the hotel in 2 months and they ask for my card, will I be paying twice???

I was told by the management of the resort I was visiting that I could check-out, and receive a refund, because I complaining about noise from construction that was taking place in the room beside mine. It was raining, so it wasn't like I could get away for the afternoon. After saying it would not be worth moving me because they would be done soon, he asked me what I wanted, and I said, "to check-out". I was furious. Hotels.com is saying that they can't get in touch with anyone at the resort to verify my check-out. They are actually saying that no one is answering the phone, and because of that reason, they cannot refund me over $2600.00.

I use hotels.com because every 10 nights I will get a free night. Hotels.com uses negotiated rates to get some discounts (many other sites do this) but the payoff is the free night. I had a problem with a Marriott property and was put in my place when told by a Marriott rewards elite customer service rep "If you have a problem, you should take it up with hotels.com-- we are not taking ownership of the problem...... you did not book with Marriott so what do you want us to do." Often, Hotels.com is selling the bargain rooms so do not expect to be treated as a priority at hotels such as Marriott. You need to accept that a bargain price means that you need to accept a lesser room and/or reduced service in many cases.

My boyfriend and I were always staying at the Days Inn in Columbia on Garner's Ferry Road. However this weekend when we went to check in we were told that we are on the "do not rent to list." I made the reservation through the Wyndham Rewards site and was never called or emailed to let me know that this reservation had been cancelled. I called Monday morning to find out why, and they proceeded to tell me that the room was destroyed and that there was red stuff all over the towels.

We used hotels.com to find a hotel in Atlanta for a business trip. It was a 1 night stay. We looked through the reviews and it had decent to good reviews. The hotel in reality was the worst place we have ever stayed. Visible filth throughout. The whole place smelled like smoke and vomit. There were holes in the walls and it was not a safe area. I reviewed the hotel for hotels.com and they rejected it saying I broke 1 of their 4 rules of posting reviews - none of which I did. Apparently you cannot leave a bad review for a hotel on their site.

I was planning a trip to San Francisco and as I had earned a free night through Hotels.com I wanted to use it for this trip. I searched the site and found a nice hotel. But as I didn't have all the money yet for the trip, I called the customer service number to see if I could book the room with the 'pay at hotel' option and then change to 'pay in advance before checking in' so I could use the free night but also not worry about the hotel being booked up. I repeatedly asked the gentleman who took my call if this was possible and he said I could as long as it was before the girl's cancellation deadline. At no time did he say that if I did this that the room rate might change or that I might have to book a different room. It was just "yes" and "would you like to book it?". After thinking about it for a few days and with the guarantee that I could change the pay option, I went ahead and booked it.

Ok look, I live in NC. I am a mom, wife with low income. I used some of my advanced tax refund to take my family to Myrtle Beach only to be completely disappointed. I booked our room Thursday night and paid for Friday and Saturday and was to leave Sunday at 11. I saw email from Hotels.com that we would get an ocean front room with private balcony two rooms, with three queen and two tv. When we checked in on Friday to my surprise it was not what we was told. It was a side view room, one tv and no private room for my man and I. When I went to cancel I was told I would have my refund in 1/2 hours to find out I won’t get it until 24 hours. I will never use Hotels.com again.

I used Hotels.com to find a hotel in the Seattle area. I entered my payment information and tried to book the room I found but received an error message to "try again later". I tried 2 more times the same day within an hour; got the same "try again" message both times. I never received an online confirmation of the transaction. I booked another hotel right next door to the first hotel for $200 less with booking.com and immediately received an online confirmation followed immediately by an email confirmation. The following day, I see a charge pending from Hotels.com for the room I initially tried to book. I check my email and there is a booking confirmation that came after my booking.com confirmation. I called Hotels.com customer service and spoke with an agent that kept reassuring me he was trying to be polite and helpful yet commented that it was my mistake that I booked a non-refundable hotel room.

I booked a hotel in for Feb. 8-9, 2015 through Hotels.com. The reservation was made the night of Feb. 3. I looked at the confirmation in my email the next morning and saw that the reservation was for Feb. 3-4. I never entered those dates as the dates of my travel were Feb. 8-9. I called Hotels.com the morning of Feb. 4 to tell them that their website made an error and incorrectly booked the wrong dates. They were unable to accommodate me and said that I was already charged as a no-show. Calling the actual hotel was also of no help. I have now been charged $155 and Hotels.com refuses to apply this to the correct reservation.

Used Trivago which ultimately hooked me up to hotels.com. Keyed in 2/7-2/9/15 stay for $179/night in Estero, Florida, which is a 2 night stay. After clicking "book," the confirmation came back showing a 1 night stay for 2/22/15---completing wrong date and only a one night stay. Immediately called customer service, was on hold for 30 minutes and cut off. Called back, told them I did not want to be on hold so long and what had happened with my online booking.

Made a reservation through Hotels.com to a hotel. Decided to try to cancel the next day if still possible and was assured over the phone that there is no problem and I will receive a full refund in a couple of days. A couple of days later I received an email that after checking with the hotel itself, they still have to penalize me for one night, as the hotel doesn't want to cancel the reservation.

They are so quick in taking your money out of your account but when you cancel it takes 3-7 business days for the money to go back. It's a pretty horrible website to use. STAY AWAY!

I made a reservation through Hotels.com, specifically stating that I would make the reservation if I could cancel within a week and pay no penalty. I was told by the sales person that this would absolutely be the case. It happens, I cancelled the same day as my wife made reservations at another property offering more what we required for our stay. When I got the reservation acknowledgement, it stated that a 50% penalty would be accessed no matter when the cancellation was made. This was after of course the sales person had obtained my credit card info and processed the reservation. I was in fact lied to, told whatever I wanted to hear in order to sell me this reservation. This company is obviously very deceitful and unscrupulous in their manner of transacting business. No one should trust Hotels.com to make their vacation reservation.

Hotels.com is advertising condos with strict internal regulations against short term stays (less than 30 days), trying to exploit and profiteer off the Super Bowl in Phoenix by renting private condos for $800/night (Scottsdale Bay Club, Scottsdale, AZ) and not telling customers that the "hotel room" they advertise is not a hotel at all, and that they will need to sneak around if they book it. Fraud.

I made a reservation at Aviva in Tahoe City. Sometime after the reservation was made but a fair time before I was to go on the trip they notified me via email that the room wouldn't be able to get me that room but offered me one of two others. Then when I tried to change they said "oh, you had signed up to pay at the time you arrived but if you move motels then you have to pay now." Uh, I didn't decide to move motels. So they cancelled my reservation. The choice of giving them any money for a mistake they made and finding a motel on my own was an easy one. If they had decided to wait much longer I would have been stuck paying for their very dubious service.

I noticed someone had the same experience I encountered....... I booked a room online and entered the wrong date. I immediately called to change the reservation to the correct date (From one Friday-Sunday) to next week's (Friday-Sunday)..... They said there was no one at the hotel to accept the exchange on the dates and that I would have to cancel the reservation (pay a penalty) and retook the reservation. Thereby, doubling my expenses from $380.00 to $760.00. She wanted to canceled the reservation and charged my credit card for the following week's room.

If you are a UK vat registered business you can claim the vat charged back from the vat office. So on a £120 room you will get £20 back from the vat office and the room will cost you £100. Hotels.Com say they are USA based so they don't charge vat, therefore you can't claim vat back and so the room cost you £120. This means Hotels.Com are wayyyyyyyyyyyy more expensive than booking the room directly yourself. Why would anyone use them in UK?

On Monday January 19, 2015, I went to hotels.com to book a hotel near DCA (I am flying to D.C. for my daughters' wedding). Hotels.com displayed hotels near IAD. Because I am using a public computer, I booked a Hyatt hotel near IAD. And now I cannot change or cancel. I think the switcheroo is horrendous business practice. I just want this cancelled.

I cancelled a reservation well within the time to receive a full refund & 8 business days later (their policy says I should see a credit with 3-7 business days). I didn't see that money credited to my checking account. I called them & the rep said they made an error in processing my refund. She would take care of it & their accounting dept would take care of my refund within 24 hours, but never really said how long it would take for me to actually get my money back. I got very upset because of "their error" because I don't have $141 to play with. I needed that money back today. She just kept saying they would process it in 24 hours.

I've used Hotels.com 3 times, and 3 times I've left angry. First experience was in Nova Scotia where Hotels.com had a hotel listed in the wrong town. I was driving through the Cabbot Trail and planned on staying in Ingonish. I looked up and booked a hotel listed in that town, only in the confirmation email the address was for Margee Falls about 130km in the wrong direction. When I called all they would say was that it was not their issue as it was within 24 hrs of the booking date, obviously since I booked it that day, told me to call the hotel owner, I did and he promptly told me to go ** myself. But whatever wasn't the end of the world, got another cheap hotel along the way.