Hotels.com Reviews

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.

Hotels.com's Welcome Rewards nights are supposed to never expire as long as there is activity in the past 12 months. I received 2 Rewards nights in Dec. 2013 and later 1 Rewards night in Aug. 2014. So you would think I had until Aug. 2015 before my nights disappear. But when I logged in tonight to book a trip, I noticed all nights were gone, and it says I "hadn't made a booking in the 12 months before January 8, 2015" and that my "Most recent activity Dec 29, 2013."

I had a choice of EXPEDIA or Hotels.com both with great deals. I went for the second one. I made my online reservation. It came back: connection problem. I called. They said the price had increased. I booked it by phone. Then I double-checked the web to confirm that the price had increased. Nope. The web had the same lower price. I called back, talked to the supervisor. He could not see what my screen saw, did not believe me, as if I would make that up, and 48 minutes later after several tries of trying to show him, I gave up, after all it was half and hour past my bed time. I could not believe that the web price was not honored and such a untruthful excuse "connection problem", when, per both the reservation taker and the supervisor, it was a price increase. So dishonest.

I have been and CURRENTLY ON THE phone for 57 minutes just trying to book 3 rooms at the same hotel location. First off I have had to repeat myself 4 times on every statement I make because the lady can't understand me and obviously is not that fluent in english. She didn't get my name, amount of rooms, or length of stay right... Finally after about 30 minutes...yeah we are making progress. They have decided to run my card for whatever reasons in 3 different transactions. Then after getting the second transaction done, she comes back on the phone and tells me the hotel is SOLD OUT!! So I'm stuck with 2 hotels not refundable, and I have to have 3 rooms!! WTF, and now I got transferred somewhere else and am currently on hold....

BE CAREFUL with hotels.com! We had a reservation over Christmas. The reservation confirmation said that there was no need to call and confirm the reservation and that everything was good to go. When we arrived, the resort informed us that the day after we made the reservation, they'd received notice from hotels.com that the reservation was cancelled. They showed us the paperwork. Hotels.com cancelled our reservation!

The Hotels.com site (owned and operated by Expedia Inc.) has a glitch that unfortunately for me, cost me $116. Here is what happened: On Hotels.com, in the main search area on the upper left I selected Houston Intercontinental Airport as the destination for my stay. I clicked search and a list of hotels is generated. At the top of the list I decided to make sure I was selecting a Hotel that was as close to the airport as possible as I would not be getting my rental car until the next day.

When I booked the room ONLINE there is no information about hotel parking. I called the toll free number before completing the booking and tried to find out about parking. The people on the other end were horrible. They were virtually unable to speak acceptable English. I took a good 15 minutes to get them to understand that I wanted to know about parking at the hotel prior to finishing the booking. They just wanted to book on the phone. I finally got two people on the phone, and the second who claimed to be a supervisor said there was plenty of parking at the hotel. I asked if it was on the hotel property or street, which they couldn't, or wouldn't answer but assured me was provided by the hotel.

We booked our stay at El Cid Granada Mazatlan Mx. It was a nightmare. We did NOT receive what we asked for. Trying to fix the problem was impossible. They just kept asking, "Where did you make the reservation?" Then we were told that for an additional $400, we could fix half the problem! (We had already paid $900). We met 2 other couples that also had the same problem. They said they waited 6 hrs to fix their problem. We never did get the room that we paid for. Will NEVER do this again!

Don't Ever Book with with hotels.com/westgate resorts. The most Unprofessional company I ever dealt with. I called to cancel my trip, and what I've been through on the phone was a battle about my refund, 20-30 mins on hold, rude personnel, etc. I was just shocked that this company didn't only try to strong arm me not to cancel & take another trip to Las Vegas. The charges to cancel is $25 plus a 14% tax. Money Hungry People. They are quick to take your $$$ and get pissed off if you cancel. My Review #angry #unprofessional #NOSTARS.

I reserved a deluxe double room with kitchenette for a four night stay at Purple Sage Motel in Snyder TX. On arrival I was asked if I really needed a kitchenette, because the insulation is inadequate and the hotel has no control over the weather: the water may freeze. When I asked for a downgrade to the next lower price I'd seen online, the hotelier told me that price was for a "tiny little room where we wouldn't be able to move around."

Booked a room and then had to cancel it and had to ring back 5 times because they had a different lie for every time we called. They didn't want to give our money back for a month, then it's was a week, then 72hr. They are full of **, they kept saying money was back in account but it never was. Very ** company, would never ever use it again. Had to get the bank to call them because they were saying the bank was lying, but in fact they were because money was always with these mutts still.

Recently I tried booking accommodation in Bali with Hotels.com, via Trivago online. The price quoted was a special and so entered all my personal details and credit card details to commence the process. The booking would not allow me to progress to the next stage, timing out and stating my transaction could not be processed. I waited a while for an email and then checked my account and found the amount had been debited from my account. I immediately called Hotels.com and the lady said there was NO booking made and NO record of it being made.

Booked a hotel, found a cheaper price direct, took screenshots, and submitted to Hotels.com. Called 2 weeks later because I had not heard back. They say they never got the submission and honor the direct price because there are no rooms available now. There were rooms available 2 weeks ago according to my screen shots. They don't honor their lowest price guarantee.

I never made a reservation for January 18th at the Ibis hotel in Marseille, I made it for the 1st. ALSO, I've had to create 3 different email threads because your team members are not answering my questions. Listen, when I was making my reservation for my hotel it had filter the dates I would be staying and leaving the hotel. After clicking search I picked the first hotel that showed up in the results because of it's cheap price and closed out the order. When I showed up to my hotel on the first of January they told me I never made a reservation for the date I had intended to make it for (January 1st) and instead had made it for the 18th of January so I had to pay for the hotel AGAIN!! What I think happened is that your website was advertising deals outside of the dates that I selected in the filter settings which I find EXTREMELY misleading. I demand my money back. This is ridiculous. I have had to pay double the price of my stay when I was trying to save money. I can't afford this. Also the fact that your team members don't answers questions, forcing me to create multiple email threads is absurd and unprofessional. What the heck is going on here?! Do not tell me to call the 24 hour line again because I live in France and that number cannot be reached with my current carrier.

I ordered a gift card for my mom for Christmas from hotels.com. I placed my original order for $400 on 12/15 - thinking this would be plenty of time to arrive before Christmas. Almost immediately after placing my order, I received an email and phone call from hotels.com saying that they needed to verify my identity in order to place my order (even though I had already received a confirmation). Within about 10 minutes or so, I called them back - went through a few random steps (one including naming a non-chain restaurant near my apartment) they said that my order had been placed and should arrive on 12/24. Perfect, right?

Booked a Hilton hotel in Rocky Mount NC through Hotels.com. Confirmation came back with the wrong date. They finally corrected this after waiting 20 minutes on my cell in a parking lot. 5 Hours late I arrive at the Hilton without a room. They could not get it through the confirmation number. They needed to have it faxed to the Hilton??? I called Hotels.com and explained the situation, they said they would send it right over. Waited in the Hilton lobby almost one hour. The desk manager stated this is what happens when you use a third party booking. DO NOT USE HOTELS.COM

Why and how do various searches I make on hotels.com show up as "ads" on my Facebook page - or worse yet when a friend uses my iPad to sign onto their account??? This feels like Hotels.com has taken some liberties with my personal contact information. How can this be remedied???

I booked a room on line and entered the wrong date. I immediately called to change the reservation to the correct date. They said the hotel was full on the date I requested. She canceled the reservation and charged my credit card for the room. I called again Hotels.com - I was on the phone for 50 minutes. When I asked to speak with a supervisor, he left me on hold for 40 minutes. I filled out a dispute with my credit card and they have informed me I must pay the bill because it was non-refundable. They could not accommodate me for the date I requested. I will never book a room with Hotels.com EVER AGAIN. Needless to say I had to find another hotel and will have to pay for 2 rooms. This is crazy, it was a mistake. Plus the guy that helped me could hardly speak English. What a rip off.

Booked a package Las Vegas trip for a show and romantic meal. Restaurant was loud and food was not to our liking. I would have never chosen a sports bar for dinner, "hate sports". Spent over an hour trying to find the box office to pick up tickets for the show at the SAXE theater. Show was excellent and El Cortez hotel was great. Will never let hotels.com or anyone else book my trips.

Booked a hotel and accidentally clicked on 3 people staying there instead of 2. I immediately called hotels.com about 5 min after I made the reservation. The woman said she couldn't refund the difference. I told her I would like to upgrade the room then, she stated I would have to pay an $88.00 cancellation fee. Are you kidding??? I wasn't trying to cancel. Awful! I'm very angry.

My daughter and her best friend booked a hotel through (Hotel.com) website. The hotel that they paid for was not what the website represented. When they arrived at Continental Plaza Hotel in Kissimmee FL, the rooms didn't have pillows, blankets, or shuttle services to Disney. The hotel looked like seedy hotel that drug dealers hang out at! When I tried to contact the hotel, they kept hanging up and then all calls started going straight to voicemail. When I called Hotel.com customer service, they also gave me the run around for 2 hours. Finally, I was told that they couldn't and wouldn't change the reservations to a different hotel without them losing the $200 dollars they were already charged! Essentially.... nothing was resolved and these two girls are staying at a dive in Kissimmee thanks to Hotels.com!

I have booked several stays through Hotels.com for which one Reward Night should be awarded with each stay. The promise is that within 72 hours of booking or check out the award is applied to your account. This rarely happens even when one logs in for booking purposes as required. Usually, I just let it slide, but have grown disappointed and angry that the awards are rarely applied unless I call in and demand the award, and even then, the award might or might not be applied to the account. This process is even more frustrating because of the long waits on hold and then agents who speak English poorly and are of little help. In fact, they often pretend to transfer you to managers and then hang up requiring one to start the process of calling in anew and still receiving zero help.

Was looking to book a family vacation on their site, it clearly showed a room worth 369$/daily on special for 169$/daily at Disney's Art of Animation Resort. Knowing these regular rates are for suites, I tried to book this, but unfortunately there was no suites at that special rate. The only room at that advertised price was the Little Mermaid standard room, which is at its regular price.

I purchased a $150 gift card for a family trip of a girl who had been in and out of major surgery. They needed a "getaway". Hotels.com NEVER EMAILED ME THE GIFT CARD! Don't believe you can print right away because you can't. You purchase it, then they surprise you with the email delivery requirement. The email never came. It was not in my spam, I assure you. I called and spoke to multiple people and multiple managers who said there was nothing they can do. They STOLE my money -- money going to a sick child. Wow. What bad karma.

Showed up at my hotel on NYE, that I was under the impression I had reserved. Hotel couldn't find me in their system (with the credit card that had been charged). Called Expedia (the number listed as charged on my credit card). An hour and half later (2 a on NYE), was told to call hotels.com. They kept me on hold another 30 min. They booked me for Jan 11th and 12th....that seems useful (useless). Anyway, point being no one helped me, no one was reachable, and no one gave a **. I paid $317 for 6 hours at a hotel that was supposed to cost $117 mainly because I came here with my kids and wife. If you bureaucratize ** enough, create enough loopholes, no one has to care, no one is accountable, and people get **. Be a cog or be more, your choice. "I have our freedom, look what we've ** done with it."- David Cross

I booked a hotel in San Francisco for New Year's Eve. Granted I saw that no cancellation was allowed, cancellations expired at 12/30/14 at 4 p.m. I booked at around 8:30 p.m. I booked anyway because I was confident I wanted to stay at the hotel. Well, we discovered on another website, yelp, that recently, on two separate occasions customers woke up covered in bedbugs.

The worst website ever! They don't even care a bit of what kind of hotels they advertise. On top of it customer service agents are horrible, including their supervisors, and so rude. We faced bad situations multiple times, and now decided to quit this website forever. Please please do not go with hotels.com and be fooled by their cheap tricks.

I recently made an airline reservation with Southwest and the site refers me over to Hotels.com which I hadn't used before. I researched hotels and selected Sheraton Phoenix Airport Hotel Tempe, AZ. There were no details about it being a non-refundable, non-changeable reservation (or if so, they hid it well), and I did not receive a confirmation page online, nor did I receive a confirmation email. A week later, I contacted Hotels.com and asked for a confirmation, which they said would be emailed to me immediately. Now it's 2 weeks later, and I still have not received a confirmation. Today I called to change the date of my arrival due to a business meeting change. I was told by Hotels.com and by the Sheraton that the room was non-refundable and non-changeable. Sheraton told me that Hotels.com buys a block of rooms and sells them online and they now "own" the room I reserved. Sheraton politely told me that I will not get a refund. I had to make a new reservation and pay the same cost for the room. That's right, the supposedly discounted price I paid Hotels.com was exactly the same as I paid Sheraton for a new reservation -- so there was absolutely no benefit for me to have used Hotels.com.

Hotel rooms were dirty, no hot water in bath in first room, second room jets in tub did not work, third room had no light over bath tub area and hair was in tub. Breakfast was stale and few options.

I booked a hotel in Miami more than a month before the travel date. One day before my departure I got an email from Hotels.com confirming my reservation. Two hours before my flight I get an urgent email that the hotel is overbooked and my booking was cancelled. A very nice surprise! They offered little to no help in resolving the predicament. What a bunch of crooks! Never use them again!!!

DO NOT USE THEM FALSE ADVERTISING!!!!! Hotels.com advertises that there is free cancellation and change to reservation. NOT so!! I had a reservation for Dec 25th - 28th. I called in time. My deadline to cancel change was Dec 23rd. I called on the 21st. I only wanted to cancel the 25th. They said If I did that They would cancel my entire reservation and there was no more availability at the hotel. I said "NO, do NOT cancel My entire reservation. We are going but not until the 26th." They told me this was the only way RUDELY every time I asked a question. Managers were in South America? No help at all. I called the hotel directly who easily obliged and changed my reservation and gave me the additional day on the 29th I wanted - no problem no extra charge. Hotels.com was refusing to help me find a solution for an issue that was caused by their poor logistics. DO NOT USE HOTELS.COM!!!!!

Booked a trip through hotels.com and added on their travelers insurance. Which I came to find to be an overpriced rip off. Coverage is very poor. I am a busy working person and don't have a lot of free time to take care of personal life. I came to realize that their insurance is poor and wanted to cancel it. I called customer service and they told me they cannot do anything for me in regards to canceling or modifying the insurance. Companies should be willing to help their customers. Hotels.com did not. Do not use hotels.com for anything. If you decide to use them for some insane reason, do not use their travelers insurance. Make sure you do your research. Before you do anything, call your credit card company that you are paying for the trip with to see the benefits that you get. Expensive lesson learned.

I booked a hotel in Cancun from 3 days on the 19th December 2014 on hotel.com. I then realized a minute after making the booking that I have paid for the wrong hotel and wrong dates. I immediately called hotel.com to cancel the booking and change to the other hotel and dates. The woman who answered the call told me that the cancellation date has passed, it was the 05 December 2014. I asked how can I make a booking on the 19th Dec '14 and the cancellation date is 05 Dec '14? She told me that's their cancellation policy and I asked her to cancel with the hotel. She asked me to hold for 5 minutes and then told me that she called the hotel and no one answered the phone and she unfortunately cannot help me. This is illegal. You cannot have a cancellation date that is passed. Please avoid hotel.com. It's a scam scam scam.

I phoned Hotel.com to complain about my billing. First of all when I booked my room for Super 8 Niagara Falls, Ontario I was not told I would be paying in US dollars. Why would I think that? It would not make sense booking a Canadian Hotel from Canada in US dollars. My online bill came to $ 219.00 + taxes $47.06 = $266.26. My credit card bill came which I didn't understand because I clicked the "I will pay at hotel" button. My bill came to $226.26 US or $311.75 Canadian. When I called he said my bill came to $309.77 Canadian yet my bill came to $311.75. They refused to fix anything and didn't care I was being ripped off. All I got was "We will be happy to cancel your booking." I know I won't die over this but we can't allow these companies to continue to blatantly rip people off. I question how these companies continue to get away with this kind of behavior. There is no need for them to change if we continue to be complacent.

I booked Hotel Generator Barcelona for 22 Nov until 30 Nov 2014 with number ** with cancellation policy: free cancellation, pay when you stay. I cancelled my order on October but they keep charging my credit card 223 euro. I have reported this situation and then my money reimbursed. I think it is already okay. But I was very surprised this morning 16 Dec 2014... I received a report from my card that I have charged 223 euro for paying my booking at Hotel Generator Barcelona. They record my card number and charge me 223 euro for my past 2 months ago cancellation even I have cancelled booking and have been reimbursed. They keep charging. How to get back my money? I have sent email to hotels.com but slow response. I ask my card be blocked. I think this is a kind of online criminal. Not safe booking via hotels.com. But this morning I received text message from my card center that Hotel Generator Barcelona...

I looked for a hotel in Prague through hotelscombined.com. The cheapest site for this particular hotel was Hotels.com - $39 US. I booked through their site and notice later on my visa bill I was charged 39 euros. No price was written on my confirmation. Later I discovered that there was a link to view the booking and the price was in euros on my booking details. I contacted Hotels.com and the reply was..."The hotel is the billing party in your booking, and therefore the hotel has charged you in their local currency which is 39.00 EUR." Please note that this information was also mentioned in the final payment page that the hotel will charge you in their local currency.

I made a reservation for the Harvey Hotel in Lake Tahoe. The room's heater was broken and the front desk even they promise to fix it, they never did it. Since I made the reservation with Hotels.com, I called customer service and told what happened. They ignored my complaint and did nothing. I also found later that I paid way too much for this room. Same room that it will cost me almost half with the hotel or another site. Please do your research before use Hotels.com. DO NOT USE THIS COMPANY. THEY ARE REALLY BAD AND THEY WILL NOT PROVIDE YOU WITH ANY SOLUTIONS IF YOU NEED ANYTHING FROM THIS COMPANY.

I reserved 3 nights at Veer Hotel in Lebanon via Hotels.com. The next day, I received a call from the hotel confirming my reservation however, with higher rates. I asked them to send this in writing as Hotels.com already confirmed my booking - they didn't. The day after, Hotels.com sent me an email stating that my confirmed reservation has been cancelled due to issues with my credit - False claim. I do not recommend this website at all.

I made a mistake and inadvertently booked a hotel for an incorrect night. I called hotels.com and asked if they could slide the hotel booking forward by 2 days. They said there is no way they can help because it is a non-refundable rate. I asked if they could call the hotel and ask. The first person said she could not. I asked to speak to her supervisor. She said that she had called the hotel. There was not enough time for her to make the phone call and ask, so I know that she blatantly lied to me. I called the hotel and they said that since hotels.com made the reservation it has to be changed through them. The hotel would be willing to change it and told me to call back when the supervisor is there.

Hotels.com cannot properly handle changes to reservations; once you make a reservation, you pay and you're stuck. I needed to change a reservation from 1 person to 2; the motel was willing at no extra charge. I tried doing it through Hotels.com, but they said their computer systems couldn't do it. They actually called the motel and told them to undo the changes the motel had done for me. This is not the first time that a change in plans has cost me hours on the phone. Booking direct with the hotels is usually no more expensive and much less hassle! Avoid Hotels.com.

The hotel charged us in the wrong currency and well in advance though the confirmation clearly says that we are supposed to pay in the local currency during the stay. Further to our complaint, the customer manager from Hotels.com wrote us an email which simply contradicted the terms of our reservation. She simply ignored the fact that we were charged in advance and when we sent her our confirmation email, she wrote that the "local currency is the currency which the hotel charges." Seriously??? I always thought that the local currency is the national currency of the state where the hotels is located. I must have been mistaken all 13 years of my legal practice! IN BRIEF - DO NOT BOOK THROUGH THIS SITE. BETTER GO TO BOOKING - THEY AT LEAST HAVE AN ADEQUATE CUSTOMERS SERVICE WHICH TRIES TO PROTECT ITS CLIENTS.

I booked a house in Columbus OH through hotels.com at 1299 Olentangy River Rd. However after arriving at this address and contacting the house manager I found out the address was really 5852 Olentangy Blvd. five miles from the location we need to be at. Then upon arriving at the 5852 address the manager would not let us enter as she said we had a bad attitude. I have five people who will corroborate that she would not let us enter. She then told hotels.com I cancelled. Thus hotels.com is greedy for a few dollars and will not return my deposit. I am now suing hotels.com. Just find the registered agent for expedia inc. in your state and take them to small claims court as I entered into the contract at my house online. These people treat customers terribly and don't care. Customer service is sent to Philippines where they can't for the most part understand English. Just a wreck of a company.

Hotels.com charged $20/night HIGHER than Residence Inn by Marriott charges at their own Marriott front counter. When contacting Hotels.com, they had an automated "chat" that was a bad joke. Their lowest price guarantee is a fraud. Don't use Hotels.com. But I highly recommend Marriott. They were wonderful.

Warning: Do Not Use Hotels.com Ever! I should have looked at their ratings before I booked. All the bad reviews are correct, even though the hotel would refund. If you booked through Hotel.com, they will not. Book directly through the hotel to save yourself time, money and stress. They are a horrible company that should be shut down.

I reserved a room in Playa de Carmen for January 1 and 2nd of 2015. I received the confirmation with the dates of December 1st and 2nd of 2014. I immediately called them on the error. They said it was not their error and that there was no refund. I lost the entire $250.00. I called Capital One Visa and am trying to dispute the charge. We called Hotels.com together and they will not work with me in any way. I was shocked that they could care less about the customer.

I booked into a hotel based totally on the description which included "Laptop suitable in room safes" / Rain shower / Fridge/ mini bar / Coffee and Tea making facilities. etc. etc. The place literally had none of these and was terrible - I mean TERRIBLE and as I have recently had my money / passport etc stolen from within my hotel room and experienced the nightmare of sorting it out, I need a safe - any safe - this room didn't have even a small safety box and they said no rooms did. I reluctantly stayed the night but walked out and found a better place (half the price) down the road with a nice safe in the wardrobe. However Hotels.com seem to be laughing at me! They say the description is up to the hotel!!!! WHAT THE F IS THAT ABOUT?????

I booked the hotel Galleria 10 in Bangkok through hotels.com. Initially I wanted to stay from 16th November to 21st November because I came here for business. I didn't want to change hotels that often and I trusted your reviews offered by the customers who stayed there in the past. However, the hotel is extremely poor. My booking number is: ** .

I called up hotel.com to clarify something, however the Indian agent offered me the best lowest rate available & booked the room. He said they will reimburse remaining value. Until now they haven't come back to me.

Beware of Hotels.com. They offer the best prices around, but what you don't know is that once they have your credit card number, the currency in which you agreed to pay may change. When I was searching for hotels, the prices were displayed in Canadian Dollars (CAD). As soon as you click to confirm your purchase, the CAD disappears and no currency is stated. Therefore, according to them, they can charge you in whatever currency they like, because there is no proof that they ever stated Canadian Dollars. Although I chose a fee in Canadian Dollars, my credit card was charged in American Dollars. And forget about their customer service - I spoke with Angela, the manager of customer support, and she was adamant that I had no proof, and therefore there was nothing she could do.

I was in Seoul Incheon airport. Came from Japan and was on my way back to the U.S. I however made a slight blunder and missed my second flight. Due to this, I had to find a place within the airport to stay; could not step foot outside the building. Flustered and tired, I quickly Google searched for a place at the airport and saw that Hotels.com had a cheap place. I read the description that stated, "connected to airport." I make my order. So, as any logical thinker would think, it's connected to the airport, right? Well, not necessarily. Upon asking airport staff, I was informed that it's located in a 'separate' building. So there I was, eligible for a place to stay, without the ability to GET there. I understand that it says NO REFUND, but if the description was ACCURATE I would have stayed away from this scam of a deal. I send them a thorough message explaining what happened, and no reply. I now know where NOT to order a place to stay from.

I made a reservation for 2 rooms for 2 nights knowing I may change one of the rooms to 1 night....did so because the cancellation policy was clearly stated as 24 hours prior to stay. Email confirmation confirmed same cancellation policy. I called over one week prior to reservation to cancel one room for one night and Hotels.com told me I could not cancel because the hotel did not allow it because it was the Thanksgiving holiday. Told the CS agent (not American) that the email confirmation clearly stated their cancellation policy. So, had to talk to a supervisor. After 45 minutes on the phone they finally allowed the cancellation. Ridiculous waste of time. Next time I'm booking directly with the hotel.

I booked a room at Hampton Inn/Vanderbilt Nov 15 for Nov 17 and paid for the room. When I arrived at hotel, no reservation... They had booked me on Dec 23rd, 5 weeks later. Couldn’t be changed or refunded. Hotels.com said it was Hamptons policy that they could not refund or change the charges. How many people are they ripping off like this? I had an appt at 8am the next morning with my son at Vanderbilt Medical Center and did not have the room I had already paid for.

I booked a hotel in Paris in early September on Hotels.com and paid Eur 188 online for the reservation. When I arrived at the hotel they insisted that I had to pay again and I paid Eur 158 because if I did not pay I would have had nowhere to stay that night. Despite repeated contact I have not been able to get a refund from hotels.com for over two months.

Booked a hotel in Indiana, but because of car trouble had to cancel the morning of the booking. The employee at Hotels.com said he contacted the hotel and they wouldn't cancel. I called the hotel directly, and they assured me they would indeed cancel, but Hotels.com held the money and wouldn't release it. The representative at the hotel told me NEVER use Hotels.com as did my rep. from Discover. I will now always book directly with the actual hotel. Travelers: stay away from hotels.com.

I made reservations for 9 guys for a two night fishing trip that ended up being cancelled due to near hurricane conditions. I cancelled two days before the trip date, fully before my cancellation time was up. A month later, when I get me statement, I find that my card had been charged the full amount. I contacted Hotels.com, and the first guy I spoke with told me that his computer was down, and he couldn't process my claim, even though I heard him typing while he was talking. The next day, I called back and was told that I never cancelled the reservations. After proving I had cancelled, they would only cancel one of the three rooms, because I didn't specifically cancel all three rooms, just the one. I only had one confirmation number, and spoke directly to the hotel about cancelling all three rooms. The lady at the hotel even read me back the names of the guys in the rooms, and told me everything would be cancelled.

I booked a room with Hotels.com at a Bed & Breakfast, The Arbor Inn, in Stowe Vermont after our first choice was full. The next morning we were called by our first choice and due to a cancellation we could get in, so I booked that and cancelled the Arbor Inn reservation. I had felt safe making the back up reservation because it was listed under free cancellations at Hotels.com and the hotel policy indicated Jan 13, 2015 at 6 PM was the deadline. Today is Nov 12, 2014 so I thought there would be no worries. When I cancelled online, Hotels.com said we would be charged one night! So I called the Arbor Inn, thinking they would be reasonable since it was so far in advance & I had held the reservation for only 12 hours. The owner/manager was very crabby and said that hotels.com charges them so much $ they cannot accept any cancellations after they are booked, no matter how far in advance it is. Why did Hotels.com list this under "free cancellation"!! This is extremely misleading. Of course, both the B&B and Hotels.com blamed each other and I am angry with both. Neither one has an interest in customer service.

I booked a room for the night of my wedding with Hotels.com just to stay near our airport in Phoenix. As soon as I entered my credit card info, I realized that somehow the date had changed to a previous search that me and my fiancee had booked weeks before for our honeymoon. I had booked the room we wanted to stay in for our wedding night the same nights as our honeymoon. Called within seconds of seeing the mistake on the confirmation screen, told me they would call the next day and let me know what they could do. They said nothing could be done. I talked to another rep who said he would get it taken care of. Received 2 confirmation emails that stated the rooms would be cancelled. Thought I was in the clear.

I had a terrible experience with trying to get a refund from Hotels.com. They promised to give me a refund, stated it in writing, and even confirmed that a refund was done over the phone, but I never received the money back. When I try to email them about it, I never get a response. I have to wait weeks (actual weeks!) and finally I call to see what is going on. They told me that the refund was never processed. So asking for the second time, they again promised that I would get a refund, but it is now more than 2 months later and I still have not received it. When I email, I do not get a reply.

Hotel was 12km from where it should have been. Spent £40 on my internet to find it. Spent 3 hours talking trying to change hotel; phone costs. Called the complaint team at least 50 times, no one replies. ABSOLUTELY FURIOUS, it's disgusting!

I made a reservation for Essence Hotel in Hanoi, Vietnam. One of the options listed was an airport pickup-very common in Vietnam. I emailed Hotels.com with my flight info for the hotel. I heard nothing back so 4 days later I called Hotels.com. They told me that I'd have to call the hotel in Hanoi. I went to the hotel's website; the airport pickup could be ordered online with a reservation AND it was $15/night cheaper. The Hotels.com rep was rude and recalcitrant-refusing to contact the hotel on my behalf. I had the exact same situation with Expedia; the rep actually called the hotel to confirm by flight arrival (Essence Hotel in Hoi An, Vietnam). Don't waste your time with Hotels.com-ZERO CUSTOMER SERVICE and ARROGANT REPS.

After booking with Hotels.com which I used for years, I needed to cancel my reservation. I was told I could not do this, which I was able to do in the past. They offered to change the date which I agreed to, but then after a half hour on hold they wanted to charge me twice. I spoke to a manager and they were absolutely no help at all, talking over me and could hardly speak English. I would not recommend ever using this site again...

I sent copies of everything including proof and several calls to a 3rd world country for customer service. Being tired of Hotels.com inept ways I disputed for my money USD from AMEX. I'm sure they will get it right.

We made reservations w/ Hotel.com for one night in Mt. Airy & two nights in Asheville at the red roof inn. We stayed in Mt. Airy & then one night at Asheville & needed to cancel the other. I NEVER COULD GET ANYONE TO HELP ME. You call & call & all you get it press this if, this & this if that & NEVER lets you get to a live person or even thinks about letting you cancel a night. RED ROOF INN was very nice & credited the night back to Hotels.com today, BUT I could not get through this morning & all during day. I need a refund. They got theirs today. I cannot find any help on internet & have called all day long. I NEED HELP GETTING MY MONEY. IT IS ONLY $72.14. But we are seniors living on a budget. And we will never use Hotels.com again. I got this # ** in email but when I called & gave this number, the computer said they could not find it... I paid, but could not print a receipt and could not get it to attach.

I purchased 4 nights stay at a 5 star hotel in Krabi through Hotels.com. After making the payment, I found that they charged almost $300 more than the other site. I was thinking that Hotels.com charge more fees because they offer "Welcome Reward" program. (You buy 10 nights and 1 night free.) However, they did not add the 4 nights to my Welcome Reward. I called them last Thursday and talked with one of their representatives and he told me there were mistakes and the nights would be added in 48 hours. It wasn't updated till today (Monday), so I called them again and the representative told me it had been done and even gave me the name of the person who made the changes. Then they sent me an email this evening that they would not add the nights because I was not logged in to my account while making the bookings. I received the confirmation email from them after making the reservation because I was logged on! They never deliver what they say.

I booked several days in Boston through Hotels.com for an anniversary trip with my wife. A week before we were to go our daughter became seriously ill, spending four days in an ICU. When she was released she was weak and needed our presence, so I cancelled our trip. Hotels.com policy - "NO REFUNDS". I knew this going in but never expected our emergency. Maybe a cancellation fee, but EVERY CENT? I just want to state that I think it is shameful to simply keep one's money after providing no real service. A lesson learned I guess, and maybe a warning to others.

I had to change reservations after the St Anthony hotel, where I had confirmed reservations, decided to close. Hotels.com was a disaster. Utterly incompetent. I travel with 2 dogs. To change reservations they kept bouncing me between Expedia and Hotels.com. When I explained I needed to CHANGE reservations and needed a pet friendly hotel they'd transfer me to someone else who would transfer me to someone else and so on.

Oct 4th 2014. Had a confirmed reservation for 28 days. Traveling with family and a young baby. Hotel never received the reservation and was fully booked. Hotels.com blamed Salter's Gate Halifax Canada and... Hotel blames Hotels.com. I had to find another hotel for 28 days. Not easy. Eventually found another hotel much much more expensive (about 2000$ more for the month with one bedroom less). Did call Hotels.com sales department/customer service department/Lodging transfer dept/Expedia complaint dept. No support/no help at all. I spent hours on the phone with at least 20 people and two chat sessions which ended up in "We cannot help you". I am just asking for a receipt....

They told me that I earned a free night stay because of the 10 nights I paid through them. Now they say I have no hotels in my account and no free night. How crazy and dishonest when I have all the receipts to prove it. I asked to speak with a manager and waited 2 minutes on hold then when transferred I was disconnected.

I've had a good experience with hotels.com till booking a Skeabost Country House in Scotland and canceling the reservation 2 days later and 9 days before my check-in date. Everything in cancellation and hotel description says - zero payment for cancellation. Well, apparently that particular hotel has a policy that if you book at ALL with them - you WILL pay them 50% of the booking. Nothing of the sort was mentioned in any hotel description of reservation/booking emails from hotels.com. That is an outrageous hotel policy and hotels.com never mentioned any penalty. Hotel.com actually states "0" payment on their cancellation document and refuses to refund the 50% penalty as a result. Customer service was horrible and not responsive to any facts. They flat out refused to acknowledge their fault for not informing about the crazy 50% penalty for booking and I am taking it to my credit card. See if this works. I have my doubts but from now on - direct booking with the hotel only. This so called convenience becomes a major problem very easy and there is nobody to talk to or appeal your problem. It is a brick wall.

I was given a guaranteed smoking room at a hotel. When I got there the HOTEL was non-smoking. I called hotel.com and asked for my money back and a relocation. They promised both and gave me neither. This was after spending 1 1/2 hours on the phone with them. I was transferred 4 times to unprofessional agents. They lie and do NOT value customers at all. I have used booking.com in the past and will continue in the future. I will NEVER use hotels.com ever again.

NEVER PAID TO THE HOTEL I STAYED. I stayed in hotel. They DID not get the money from hotel.com and hotel people calling me and bothering me.

We booked a two room/two night stay in Regina but when we initially booked online we accidentally selected the wrong date for the first room. We immediately called the customer contact center, and a representative contacted the hotel and then told us that it was no problem - the night booked on the wrong date was cancelled and the correct two nights had been booked for us. We received a confirmation email shortly. Further, we booked the second room for the same two nights.

In July 2014 I reserved 2 rooms in Cordoba, Spain for 1 night in October. On September 7th I cancelled. I did not get a cancellation email so I logged in again and saw that I had "no pending reservations" and forgot about it. I also received no prior email about my upcoming stay. Needless to say I was billed for the 2 rooms. I called and waited 27 minutes to get connected to a representative (I had been told it was a 7 to 12-minute wait). They said my cancellation "didn't take". So they contacted the hotel to see if they would credit the charge. Of course they said "no" as they hadn't received a cancellation from hotels.com. They acted as if the issue was between me and the hotels rather than with them. Now I will try to dispute the charge with my credit card company. I notice someone else had a similar problem for the same date. Will not use them again.

Trip to Italy - The room had no resemblance to the write-up on hotels.com Room so small bed just fit in. Temp set at front desk kept at 25C which is 78F. Breakfast 2 blocks away and meager, food 3 Euro extra. TV had 4 channels and none in English. Charged city tax, supposed to be included in room rate. Calls to Hotels.com fruitless and annoying. Worst customer experience ever. This is my first complaint about any site or company.

The hotel we booked stated it was a 4.5 star hotel with premium upgrades. The pictures shown are of a beautiful hotel room, lots of space, and more. Reality was a motel under construction, full size beds rather than queen, tiny room, super noisy; construe started at 7am! Calls to the hotel yield nothing. Management won't return calls, emails, or faxes. For three nights we paid $627 and two of our three-day stay we had no hot water. No compensation has been offered, we were completely and 100% scammed. All we can figure is that a paid marketing company is boosting ratings, because The Menlo Park Inn has tons of similar complaints, and is in no way even a 3 star stay!

I would believe that from hotel.com, if they have in BOLD RED LETTERS, "Cancel Any Time" means that. No asterisk or restrictions apply. What? An automatic check in, even before I arrive. I will never recommend either hotels.com, nor Red Roof Inn to anyone.

I recently purchased a hotel by googling hotels in my area using my mobile device. A low rate popped up so I selected filled out my information. Now through the mobile device unlike through a computer the cancellation policy needs to be clicked on. I did not click on it. Well I purchase the hotel and in receiving my confirmation email, I see that at the bottom of the email is a reminder that the booking is non-refundable. Well to my dismay, my plans change in the morning. In less than 12 hours of booking, the hotel I need to cancel. I began to call Hotels.com customer service department pleading with them to refund my money. I am only met with a very apathetic response that there is nothing that they can do and my money would be unable to be refunded.

Directions for check-in were totally wrong. Had to go through a third party that closed at 5. I arrived at 8. Not provided that info or their name. Awful experience. Would never use them again. Basically this was a bait and switch by the property in that this isn't really what they advertised. I think this is probably some kind of time share unit. It's not a hotel at all but you would never guess that from what was advertised on hotels.com.

"No room available. Your information and reservation did not show up in our system." Hotels.com is cheat. You have to find other hotel. Manager said when I arrived this motel, they are not accept Hotels.com anymore. It is so sad and so horrible thing because I arrived there in 7:30pm in hot season. I do not know who is cheater to get my money.

I had a dozen or more nights during the year, but in some cases my secretary booked the reservation and gave my travel email address or used hers for contact. Hotels.com won't credit the stays for the Rewards program because the email address is different than my "profile". I can show the reservation in my name, the booking number, my payment and my having stayed. So... basically BS. Just a scam. I also had an account under an old email address and they would not "combine" or otherwise consolidate accounts so all the stays were in a current account. Anything they can do to cheat you out of free nights. Fraud.

I booked 2 rooms at the Wyndham Suites in Glenview, IL for one night on September 20, 2014. One was in my sister's name and one was in my name. A group of us were going up to visit my son. When my sister cancelled out it wasn't a problem; I would stay in her room and my brother and his girlfriend would stay in the other room. (It's an all suite hotel.) When we arrived, the hotel could not find the reservation number for my sister's room. They couldn't even cancel the reservation because they didn't have it! It was okay though, I just stayed with my brother as planned. Now my credit card has been charged for both rooms and hotels.com says that they contacted the Wyndham and there is nothing they can do about it. Bologna! Tell me what other room they think I had!!! I was also charged $50.00 the previous month on my credit card by hotels.com. They say it was for hotel incidentals. I didn't have any. When do I get that money back? I will NEVER, NEVER, NEVER book through them again.

I have used Hotels.com in the past and found them to be less than responsive to complaints. This past weekend I stayed at a hotel in Miami and was dissatisfied with the accommodations for a number of reasons. This reservation was paid for in advance as Hotels.com charges your c/c at time of booking. I spoke to the hotel staff but I was told I had to file a request for refund through Hotels.com. Calling there one gets Manila, Philippines and some call center person who is polite, but of little help to resolve anything. He could not reach the hotel manager and thus far I have heard nothing from Hotels.com about my request for refund.

I used hotels.com and booked a DoubleTree Suites by Hilton for 3 nights a month ahead of the trip. I chose the option to pay the hotel room at the time of the booking for special non-refundable rate (430.44 USD for 3 nights). When we arrived to the hotel for check in, the hotel receptionist could not find the booking and telephone calls with hotels.com could not solve the issue. The hotel was fully booked and they could not accommodate my reservation. Via telephone hotels.com transferred me into a different "hotel" in the nearby area, which appeared as a filthy and stinky motel without working AC/heating. This place was absolute disgusting. The walls were dirty and the bathroom had mold, hair and even stains of dry blood. The beds were stinking, and below the AC unit there was a planter to collect the fluids dropping out of it. The heating did not work either, and the room temperature was dropping below 60 F during night.

I called the call center of Hotels.com to ask about a refund to a hotel reservation that I cancelled. They said that they never received the cancellation and would not refund me for what they considered a "no show." I was disconnected 2 times. A third time, someone told me that they could not hear me and I said that they could call me back and gave my cell number to the operator. He didn't call back and I had to go back through the 10 minute wait time again. The fourth time I called I finally got a seemingly detached manager who didn't seem to care at all. I asked to speak to someone in the U.S. because the call center is located in the Philippines. Needless to say, this was a horrible experience and I would recommend anyone to book their trips through a site other than theirs.

Booked a hotel in Panama City Beach Florida. The room was all wrong and they had nothing at that hotel like they showed on their website. I was on hold for over 2 hrs trying to get everything worked out. And still couldn't get the problem resolved to my satisfaction.

Booking confirmation stated free internet (total lie) and pool view room (another lie). Hidden "resort fee" charge. Complaint to hotels.com resulted in insulting offer of $25 coupon. I will never book with these people again.

I booked a room through Hotels.com website for a trip to LA. I have serious allergies to smoke, so I'm sure I told the rep that I needed a NON-smoking room. When I arrived at the hotel, the manager gleefully told me I'd booked a smoking room. He said that was the only room available. I asked to inspect the room, and had sudden and severe reaction. I told him I couldn't take the room and he laughed. I stayed somewhere else. One call and several emails have not remedied the problem. I'm not withholding payment to my credit card, which is investigating.

Yesterday I made the reservation via hotels.com in Moscow, provide credit card information, dates, etc. Since I didn't receive any confirmation from Hotels.com - I have call to Hotels.com this morning and spoke to sales rep Katie. She told me that reservation didn't go true - so I have no reservation, so I made a reservation in another hotel. Then I checked my credit card and found that hotels.com charge my card for the all amount. I have called to hotels.com again and manager by name Oscar told me that even everything I am saying is right - he cannot return me money and if I like to cancel my reservation they will charge me some fee. He will write to his account department - but he can't guarantee that I will get my money back. So be very careful when you making a reservation with Hotels.com. I will never do any business with those guys again.

This place is absolutely filthy inside and out. The walkways look like they have never been swept. When I opened the door to my room (252) it reeked like someone had spilled a bottle of cheap perfume. There was a tampon wrapper on the floor just inside the door and some brown sticky crap in and around the bathroom sink. There was no one to complain to because the office closed at 9pm. Drunks and drug addicts were wandering the walkways not trying to hide a thing. I tried using my laptop inside and out to locate another hotel but there is no wifi. As I was returning to the room to get my daughter and leave there was a fat black woman with nothing on from the waist down walking outside in the parking lot right by the office. Drugs are bought, sold, and used in plain sight. This place a haven for drug addicts, drunks and prostitutes just like on TV. We Did Not Stay Here!!!! WHAT A DUMP!!!

We booked a hotel in Amsterdam, New York for our second stop on our way home from our road trip and when we arrived at the hotel it was under construction and closed. We called Hotels.com to cancel the reservation and get assistance with a new room. Their customer service rep. stated that she could not refund the money because they have to contact the hotel to confirm that it is shut down. It has been three months and they still will not refund the money because they cannot reach anyone at the hotel to confirm that it is closed and under construction, even though they have it on record that it is. All they ever do is send me an email with the same message stating they have made a third attempt to contact the property. There is no phone number for the billing office for consumers to contact and no one higher up to speak to. They are the worst company on the web and I will never book with them again.

I booked a nice hotel, and upon arrival, was shown that my rate would be nearly twice what I had booked. I showed the hotel the confirmation showing the lower rate but they indicated that they couldn't do anything about it as they were simply passing through the rate that hotels.com had passed to them. So I immediately contacted hotels.com customer support. Customer support was friendly but useless as there was no channel for them to receive a copy of my email confirmation. I was told that they'd have someone from finance/adjustment get back to me in 24 hours. That never happened. I continued to follow up, with emails, faxes and phone calls. They have, on multiple occasions, promised to have someone get back to me and never do. It's been 3 months since my stay and there is still no resolution.

On the 11/09/14 I was searching the site hotels.com for a accommodation for one night in NYC. We were flying across the world with 3 kids and had to stop for a sleep. I used the filter: close to JFK airport when I found an hotel I liked. I then called Hotels.com to make sure it is indeed close to JFK. The operator confirmed it is not more than 2 miles away. She said it more than once. I booked through her on the phone.

Similar to others experiences with Hotels.com, I booked a room for one night in Hempstead, NY. My family and I were going to see my daughter in a play so I had my 76 and 77 year old parents, my son and my husband with me. I booked 2 rooms online, got a confirmation number (which apparently means nothing) and they took my payment. We get to the hotel and they state that they have no reservation for us. Apparently Hotels.com did not fax them our reservation. First of all, why would you take someone's payment out of their account without finalizing things with the hotel? Second of all, they confirm by fax!!! In this age of technology, why does it require a person to fax a reservation to a hotel?

I wanted an economy room as I was attending a non-profit meeting in Columbus and billing the non-profit. I booked a room with Motel 6 through Hotels.com. DO NOT DO THIS! Once the room is paid for (through Hotels.com) the motel/hotel has no incentive to accommodate you in any way. I tried to speak to the desk clerk. He said he didn't want to hear about my complaints, that he'd heard them all.

It's simple. They don't know how to do their work, don't book with them. Their website give you reservation dates you didn't ask for. When you call to inquire and change, they want to steal your money plus they have the rudest customer service people.

I am filing this compliant against Hotel.com so that others do not have to go through what I have been going through. I cancelled a hotel room back on 7/25/14 and still have yet to be reimburse on my credit card. I have experienced being placed on hold for 1/2 hours at a time with Customer Service Representatives to be told that the refund has been issued and to contact American Express. This whole experience has been a nightmare and I am still waiting for my refund. Here it is 10/6/14 and I was supposed to have been reimbursed back on 7/25/14.

So we book a hotel through Hotels.com for a long weekend in Kodaikanal (Tamil Nadu). The booking goes through on their website and my credit card gets swiped. Money paid, booking confirmed. Simple. We reach the hotel and we are told there's no booking in our name, not just that, there's no business done by the hotel with Hotels.com.

I had booked a reservation with Carlson hotels, however when booking through Hotels.com I accidentally booked a room in Meridian Mississippi instead of Meridian Idaho. (Meridian, Ms vs Meridian, Id) This is how the listing comes up. Once I realized the mistake, I called Hotels.com to have the reservation transferred to the correct hotel. I was told by the first agent that they could not do that, the reservation was non-transferable, non-refundable and that I had received a "special rate." This would have cost me $185 dollars!

Hotels.com does not publish negative reviews of the hotels. I have chosen a hotel in Rome basing on stellar reviews of other guests. Unfortunately, when I have arrived none of them turned out true (basically the hotel sells two types of rooms - really good and really bad - like in a cellar with no see-through windows!!! at the level of the pavement for the same - very high - price). I have got the room in the cellar - over (under?) looking noisy patio even though the hotel staff assured me in mails I will get a quiet room. Upon my return I have written up a review. Hotels.com has not published it. That explains why this hotel has not gotten a single bad review. I will never use the site again as they are cheating the readers on the real experience you can expect upon arrival.

After one hour and twenty minutes on the phone dealing with three incompetent hotel.com employees, I finally disconnected the call. Thanks for nothing April, Chelsea and Martin (the manager). LOL what a Joke! Do Not use this website is my advice.

On September 30 I made a reservation for one night's stay in a hotel on November 1. On October 2 (two days later) I called to change the reservation, and was told that since I was "inside the penalty window" I would be charged for two nights (basically the first reservation would stand). The people speaking to me spoke such heavily accented English that I wasn't sure I was understanding what they said. But when I did understand, I was angry. This is an unreasonable policy. On another occasion, three years ago, I made a reservation for a stay in a hotel in Washington, D.C. My young son and I arrived late in the evening to find that the hotel had not honored the reservation (despite the fact that I had contacted them about my late time of arrival) and had given it to someone else. We were shunted off to an inferior hotel. I can't recommend Hotels.com to anyone.

I booked a hotel on Trivago which led me to Hotels.com which is - El Born Apartment - Barcelona for 4 nights for 2 adults and 3 little kids. I booked it and gave credit card details, had my booking confirmed and it was last available room. Next day, I got an e-mail that states that my booking was cancelled due to invalidation of credit card details and I was not given any type of notice prior to cancellation. I called Hotels.com and they said that it is not our fault - it is the hotel who cancelled the booking. I tried re-booking but it was SOLD OUT. I think this is the worst booking site ever because any of the well known sites you would get a notice prior to cancellation. This is not acceptable as I have made my budget and arrangements according to that booking. I am very disappointed about the service I got and I think that Trivago should not have Hotels.com as an option for hotel bookings.

Pulled up parking lot, had 8 guys just standing around. Side door held open by a garbage can full, overflowing with beer bottles, booze bottles & garbage. I went into & told the girl at the desk my concerns. She said the whole 2nd floor has people staying there for months at a time. Dogs all over the place. After she showed me 5 rooms I said I didn't feel comfortable in any. Dirty, smelly. She said I couldn't get my money back because I booked with hotels.com. So we stayed in the last room she showed us. Amber was very nice. Never slept that night after driving 8 hours. Music across the hall until after 3am, people talking outside our window at 3:30. Got out of there at 4:45am. Can't believe you actually can put this on sight. Then sign out front says walk-ins 37.99 night. I paid 49.23, & I wouldn't let my dog stay there if I had one!!!!! Not Happy at all.

Booked a room on 9/16 & cancelled on 9/17 - 9/26 now and provided credit card (even though I paid via Paypal) via phone twice and faxed last evening... Still no one can answer why I have not been refunded (although they admit no penalties have been occurred...) BBB?

I am terminally ill and wanted to book a final short holiday with my partner. I called the booking line to see if taxes were included in the room rate and was told yes. On booking I found this to be untrue. I paid an extra 15% tax. I also tried to use the less 10% voucher but got no discount at all. I cannot change the booking as the hotel is now fully booked. Have complained twice but have had no response. I am very angry as we are paying huge amounts on treatment and can ill afford extra hotel costs.

I made a reservation with Hotels.com and the confirmation I received gave me just a total per night including taxes and fees. However, it did not break it down as $137 + $15 (taxes) $152 per night. It just said $152 per night. When I arrived at the hotel said that I had to pay taxes on top of the $152 on the confirmation. Thus I ended up paying about $80 more than I had expected. I will say that Hotels.com is giving me a $100 credit for a future reservation but after I use this I would not use their service again in the future since their confirmation page is ripe for hotels to rip off the customer due to a bad confirmation.

I really can't believe there are not lawsuits against Hotels.com. The service is an absolute nightmare. When I booked over the phone, I was led to believe I was talking to the Hampton inn directly. When I called to cancel today, the hotel told me they could not cancel and it was Expedia. I spend an hour on the phone with Expedia, who then says their affiliate, Hotels.com booked the reservation and they and only they can cancel it. Really...... what B S...... they push me thru to Hotels.com and I give them the confirm number Expedia gave me and they say they can't find me. An hour later using cell phone numbers, email addresses etc.... no find of my reservation. I am sure they were thinking I would just give up if you folks kept giving me the run around. I ask for a supervisor.....and 30 mins later, he finally admits he sees the reservation. I tell him during the call I can't hear a word he is saying because of noise in the background and he says nothing he can do.

I have had nothing but problems with hotels.com since I booked with them. I booked a hotel in Santa Fe based on the information they provided. I needed a hotel that could shuttle me to and from the hotel. I was told about a specific hotel that had everything we wanted, so I booked it. When I got to Santa Fe, I called hotel to find out a) no shuttle exists and b) they don't have any reservation for me and c) they are fully booked. Needless to say, I was NOT happy. It was late at night, I was in a foreign city, had no phone and no hotel.

This review is for the Holiday Inn in San Antonio TX. I was schedule to stay at the hotel back in the summer but due to some financial difficulties I was unable to make my trip, now mind you my hotel had been paid for upfront. Well, when I called to see if I could get a refund they told me NO but they were willing to push out my stay. Well long story short, I was not able to make that date as well. I called to see if I could re arrange the date and they said NO because I failed to notify ahead of time. I lost my reservations. I remained calm and ask if I could at least receive my points I would have earned. They said NO, they told me to call ihg which runs the hotel, they gave me a number. Well, I called and they said since I didn't stay physically at the hotel I could not get my points. Well I felt I've been wronged. I mean no money refund and no points. I will not stay at another holiday inn ever again.

I am having extreme difficulties in getting a refund from Hotels.com. I live in the UK and cannot find a registered office to complain to in writing. NB: Hotels.com do not respond to my e-mails. I am asking anyone for help in this situation, including Hotels.com themselves!

I asked for a La Quinta in Oklahoma City that would accept my dog. Hotels.com gave me a name, and I made a reservation for 3 nights. When I arrived, I found that hotel did not accept dogs, but one in another location did. The clerk said I had to talk to Hotels.com to cancel the reservation. She gave me the number and I called. The person who answered hung up on me. This is late at night. I had driven about 5 hours and was very tired. I again called the Hotels.com number and was put on hold and no one came on the line after 5 minutes - I hung up. The hotel clerk again said there was no way she could cancel the reservation or transfer it to the hotel that would accept my dog, that Hotels.com had to do that.

Phone agent lied about fees and Refused a refund. I am a 67 year old senior. I made a reservation via the phone. Our business card was charged what they said on the phone was for the entire 2 night stay. Following they emailed our confirmation which was totally different than previously stated on the phone. We called to cancel and dispute the faulty information received over the phone while making the reservation. I was then told, "OK, we will refund you and it will be placed back into your business card it was charged to." It was never refunded, so I called yet again and this time we were told that we agreed to a nonrefundable room, which I did not. And the pet fees were way different than what was stated over the phone after I had asked twice of the fees (the confirmation stated almost twice as much in addition to what they had already taken from my business account card). This is a very dishonest practice and they should not be able to steal from small corporations as they did with us. (Less)

When I made my hotel reservation, there must have been a 'no refund' statement buried in the fine print somewhere, but I assumed that any reasonable business will at most charge a cancellation fee with 24 hours notice. No - they charged me the full amount for my stay, including taxes and fees. I realized there's probably nothing I can do about this but I think it's a horrible business practice and wanted to warn others. I will never, ever book through this site again on principle.

Stated Pay at Hotel but my account was charged!!! The representatives and Supervisor located in the Phillipines were unable to rectify the matter stating the hotel changed their policy and there was nothing that they could do.

I went online to Staybridge an IHG hotel to book and something redirected me to Hotels.com. They took $414.96 on June 23 for an October 2014 stay and then said it was nonrefundable. I may be a senior citizen but I am not stupid. I did not try to set up a nonrefundable reservation and I certainly did not try to use Hotels.com since I am an IHG member. I can't go on the trip and I want my money back.

I call the first time and some lady pick answer, keep on tell me there is not hotel around the area where I am at, when the Hotel.com app found 10 hotel around 20 mile distance. Some of the hotel were close to the spot where I am at. I call them to book it but they said that information is wrong, it may not be available. Why would you have wrong information unless it's to sucker people saying you have something. I waited for her to locate another hotel and it took forever like 30-40 minutes on the phone and then she hung up, did not call back.

I reserved a room for 2 days through Hotels.com....room and hotel was great!!! BUT upon signing out the person at registration gave me an invoice/receipt which was considerably less than what was charged to my credit card by Hotels.com. I called Hotels.com and spoke to someone and I asked them if I was getting the lowest rate and did they make any money on my reservation. The person indicated that the rate was the cheapest and that Hotels.com did NOT make any money because the hotel pays them for being on their website.

I saw a discount for a hotel in Orlando, FL on the Hotels.com website and called to make a reservation. They told me they had to charge me the full amount but within 48 hours the discount would be credited to me. Do I have to say more? Of course, the credit never was given and when I called Hotel.com on September 1st, they had no record of the discount or had any idea who had booked my reservation. Obviously they didn't want to honor the discounted price so just ripped me off. I will never use this site again and will advise all my friends and family across the nation to do the same.

I am really frustrated with this company, I have been trying to get invoices for hotels stays now for three weeks. Customers services are incompetent. If you have a lot of time to waste then they are fine..but if you want a sensible efficient transaction, I would go elsewhere. I will never use this company again.

My brother and I were planning a trip to Seaworld TX with our wives and kids. Since both of us have little children, we have to plan everything. He took a chance and booked a NON-REFUNDABLE booking with H.com to a Motel 6 or whatever, for $30 per night tax included (a juicy big deal). Playing safe, I chose a travel agency around the corner and pay a hella more, like $60 plus tax, to another hotel nearby. We arrived and everything and I checked in in my room and everything was fine until my bro calls me. Worst. Hotel. Ever. Rude service, stains, room smelled like an ash tray... No compensation from the hotel, no options from H.com since nonrefundable. He and his kids ended up sleeping in the parking lot.

Booked for end of December. My mistake after days searching a room, eyes and mind already full of words, I just read this part: Cancel for FREE right up until the hotels cancellation window. When I tried to cancel, they charged me for 1 night. Checked the website again, I missed no 2 (or no 1? no 2?): Cancellation policy & terms of booking Chalet: 1. If you change or cancel your booking after 6:00 PM, 10/12/2014 ((GMT+08:00) Perth) you will be charged for 1 night (including tax) 2. If you change or cancel your booking on or before 6:00 PM, 10/12/2014 ((GMT+08:00) Perth) you will be charged for 1 night (including tax). We will not be able to refund any payment for no-shows or early check-out.

I live in Texas, flew to Seattle Tacoma Airport, and drove to Canada for a family trip. Booked my 2-night stay for Hampton's here at Hotels.com and had a confirmation number printed. Arrived around 11pm and found out that there was no reservation under my name. Found out Hotels.com had a "glitch" so my reservation never went through even though I had a confirmation number. Worse of all, this hotel and all others around the whole city of Richmond, Vancouver were fully booked - sold out last night.

We took an extended vacation last year and decided to use Hotels.com to book our rooms. We were on the road about two weeks. This year, we decided NOT to use Hotels.com as it almost ruined our vacation. You cannot book it at the hotel. You have to call it in ahead of time and when you're traveling, you have not reached your destination to see what it looks like. Two of the motels had marred marks on the door and looked like someone had tried to break in. The cracked hairdryer looked like it had been used as a weapon. We're not snobs, but we did not walk on the carpet and we put a chair up to the door. Also, when we booked the room, we gave our credit card number to people in El Salvador! I called about changing our numbers when we got back. Also, they advertised two nights, a third night free. They have some type of point system and on the fifth night, we got a free room...except it showed up on our credit card statement two months later, so maybe it wasn't free. BAD EXPERIENCE!

Got lost ended up in Wrong Hotel but same Chain. Clerk offered to help me, but as soon as he found out that I reserved through Hotels.com he said I would have call Hotel.com. They told me that I would have pay a penalty. That is pay for the room again. I tried to get a refund online and never received a response. I will never use Hotels.com nor any other Third Party Reservation system. If you get in trouble out on the Highway you will be up the creek without a paddle. I will stick to the Hotels directly as I used to. When I got into problems out on the Highway; using Direct reservations they always accommodated me. Things happen out on the Highway; accidents, car trouble, getting lost etc., etc..

We booked for one night at the Super 8 Motel in Mansfield, Louisiana. I was checking in and when the clerk entered a series of numbers into the credit card swipe machine provided by Hotels.com, it would not accept them. She tried three times. We were charged for another night. The same identical thing happened at the Travel Inn at White Pine, Tennessee. The clerk there was cool about it and did not charge us extra. I am now very gun-shy about making online reservations ever again. From now on, I will call the hotels personally.

I love hotels.com because I can pay with Bill Me Later and now I love them more. My family no longer come to the U.S. so I had to cancel two hotels reservations. I called hotels.com to do so. When finished talking to David, customer support, I got two emails with the cancellations numbers and the money back to my account. I couldn't believe how easy it was.

I made a reservation at approximately 10pm through hotels.com and when I arrived at Wifi hotel in Wan Chai, I checked in & went to my room. I saw a bedbug on the wall as soon as I turned on the light. I went over to check the bed as I had just left another place that had them, wanted to make sure I wasn't being paranoid. Sure enough they were crawling on the headboard. I went and asked for my $ back or a different room. They then put me on the 9th floor. The room was a little more clean but still had random little hairs & dirt from other people so I investigated a little deeper & pulled the mattress cover back. There was a big one (they come in several different sizes, 6 stages) crunched between the mattress & cover. I called the office to show them & they sent someone up to check it out. He immediately grabbed it & said "No, it's just dirty." I went down & asked for my $ back & they said I had to request it from Hotels.com.

They charged me twice for the exact same hotel reservation 756.71 for the exact same dates, and location. They then refused to refund one of the 2 charges for 756.71. I received only one confirmation # and only one reservation was made. This is the worst business customer service ever. BEWARE and DO NOT USE THEM.

I booked a room through Hotels.com at Sterling Hotel and Suites for Friday Aug 8. 2014 - got a nice email room booked etc. I was traveling with 2 kids to Iowa State Fair, very busy week.. I reach the unknown city around 10PM, lo and behold! hotel receptionist - not room under my name! and this happened to another customer same night! Imagine traveling to a new unknown city with 2 pre-schoolers, and no room to stay! Requesting Hotels.com - please fix your confirmation policy/process!

I booked online last July 6, 2014 using Hotels.com reservation for California, USA base hotel. I received a email confirmation number that booking has been made. On July 9, 2014, I cancelled the reservation and again received an email confirmation for the cancellation. BUT on July 16, 2014, my bank has been debited. I then called Hotels.com customer service and I got rerouted in the Philippines customer service center. It's been noted on Hotels.com system that 2 reservation has been made to "Doubletree by Hilton Campbell - Pruneyard Plaza" and the hotel charge me as a 'no show'.

I booked a hotel in Golden, Canada for Sunday, Aug. 17, 2014 and got the confirmation email. When I got to the hotel they couldn't find my reservation! I showed them the email confirmation and they realized it was booked for September 7, 2014! I was sure I put Aug 17 on the calendar when I booked but started to doubt myself. The hotel had to call Hotels.com and ask them to waive the penalty to cancel the reservation. I had to be put on the phone with Hotels.com to confirm things and so on. I was extremely lucky to find a room as the entire hotel system in this tourist town was booked during the peak summer season.

I recently made non-refundable reservations (to save $20 a night) for 2 rooms, both for 3 nights at a hotel in NYC. The reason for our trip was to take my 92 yo mother to see her twin sister. This week my mother was admitted to the hospital with pneumonia and cannot make the trip. When I phoned Hotels.com a few days ago to tell them of my situation, and to ask if there was anything they could do, could they cancel or credit this non-refundable reservation, the agent called the hotel and was told I could not get a refund but would be able to use these reservations at another time at this hotel.

Booked the hotel in London with hotels.com. Got the confirmation email, and call hotels.com to double confirm the reservation. They confirmed I did have the reservation again by phone. Finally arrived the hotel after the long traveling by train, airplane. The hotel in London told me they don't have my reservation. I called up hotels.com, and they could only find a hotel which was double the price and they weren't willing to pay for the difference.

I saw a hotel for a price of $110 only, so I called Hotels.com and they booked for me. Five minutes later, I received an email indicates I have been charged for $175.25 dollars. I called them back and asked why it is not $110, so they called the hotel and then told me that there is a discrepancy about the price, so if I want to stay at the hotel it would be $175.25, and if I don't want to stay there, they can cancel it for me. Therefore, I told them go ahead and cancel it, and I did receive the email confirmation of the cancellation. Then I booked another hotel and stayed.

Never book with Hotels.com!!! PLEASE LEARN FROM MY MISTAKES! I would rate Hotels.com 0 Stars if I could. The recent 5 star review on Yelp.com is written by someone likely working for the company. I joined this site JUST to warn people about the SCAM called Hotels.com.

When attempting to contact Days Inn of Simpsonville, SC, on 8.10.14, I was unknowingly redirected to Hotels.com. I booked a room for 10.26.14 date & received a confirmation for 8.24.14. I contacted them about the discrepancy & was told, "Too bad, we don't do refunds."

Booked overnight stay (through Hotels.com) in London for my daughter and myself as we were going to see a show. On arrival, hotel had no record of booking as H.com had not contacted them. Receptionist rang H.com who gave no reason, or apology, for their error. Awful feeling, being in a city with a child and nowhere to stay. The hotel was very busy and it took an hour in total, from our arrival to 'check in', for them to find us a room. It was thanks to the hotel that we had somewhere to stay, although the room was not what I had booked. We ended up with one bed and one sofa bed.

HOTELS.COM is horrible. Not receiving a confirmation email caused me to call the Hotels.com customer service center. The man said no reservation was made. When I checked my credit card, a transaction occurred from, SURPRISE, Hotels.com. When I attempted to dispute the charge by calling the customer service center and received: over 30 minute hold times numerous times, rude service, being hung up on twice, being called a liar, and a gracious $100 refund that I in no way agreed to settle upon. As of today, I am still battling Hotels.com. I am also disputing the charge with my credit company.

Hotels.com is the worst online booking service that I have ever used. They completely took my entire booking fee because I had an emergency and needed to move my date up one week. I explained to them that I was not canceling my stay but merely changing my reservation but they did not care. They completely absorbed my entire reservation fee for 3 days and left me with no answers and no help. They could have easily made this change for me but refused. These people should not be allowed to do this.

I booked a hotel for our Antalya, Turkey vacation. When we arrived at the hotel, hotel staff told me that I don't have booking with them. Just imagine, after 15 hours of flight, you have to find another hotel and also Hotels.com took your money for room that I was never there. Please do not book through this website. If you want to ruin your vacation, Hotels.com is the place.

Hotel.com advertise "No cancellation fees" on certain hotels when I was booking a hotel on Catalina Island. But when I needed to cancel the hotel, I still got charged $25 cancellation fee. When I spoke to some outsourcing person in Indonesia about this, they roughly said in their hardcore hard to understand accent, "Well the hotel you booked still charges you a cancellation fee but Hotel.com did not." Even though I book the hotel through Hotel.com. It's a scam to lure you in thinking you don't have a cancellation fee when you actually do. Liars!!!!!

I used Hotels.com for booking two rooms at the Beachcomber Motel in Galveston Texas for a weekend family trip. The cost was around $200.00 per night. After arriving at the motel to check in we were disappointed in the motel itself but upsetting that I found out we could have book the rooms for $138. per night if we had called the motel directly and booked through them. It's misleading to think that these booking sites advertise the finding the best deals and lowest prices. From now on, I will call the motel/hotel directly before ever using any of these booking sites again. They are a ripoff.

I reserved a room at a B&B for 3 nights through Hotels.com. The daily rate was $387.50. Unfortunately, I did not check the B&B website before making the Hotels.com reservation. When I did go on the B&B website, I saw that the room rate for the room reserved for me ranged from $180 to $310. When I called Hotels.com, they told me they could only match the rate if there was availability on my nights. Of course there was no availability. I had reserved the room. The B&B only had 8 rooms and none, even the most expensive, were as high as the Hotels.com rate. Hotels.com refused to reduce my rate. I thought the site was supposed to provide lower costs, not price gouge. Hotels.com may be within their legal rights, but this is wrong. Wrong. Wrong.

"First time, shame on you.... Second time, shame on me", as the saying goes. Yesterday was the second time that I've used Hotels.com and, once arriving at the hotel, finding that they have no record of reservation. Although, I have both the confirmation number and a print out of the reservation itself, nothing to be found on the hotel's computer network. First time: traveling home to Michigan from south Florida at the end of Spring break. The outcome; stranded... Not a hotel within 100 miles. Ultimately, made the decision to drive the 24 hours straight with 4 children.

Searching last minute deals, I found a room before leaving the office that I was visiting. I booked the room for the wrong night. When booking the room, the terms were non-refundable. I simply requested to change the reservation, which could easily be done but I would lose the money already paid. I think there is a difference between cancelling and changing a reservation. To find out that the hotel has no control or influence over the booking and the overseas operators for Hotels.com are also powerless to help, is disappointing. The same evening, I booked a room at a lower rate with a different online company and the hotel had complete flexibility. I'll never use Hotels.com again and would advise others to steer clear as well.

I made reservations through Hotels.com and they charged my credit card right away but it said free cancellation before 4pm on the day you've booked to stay. I called the hotel to cancel. They said I have to call Hotels.com to cancel. So I called Hotels.com. I spoke to a lady and asked her to cancel. I couldn't hear her properly because the reception wasn't clear. I said, "I'll call you back because I can't hear you." I called back right away. A gentleman picked up and I gave him my reservation number and he said it's already been cancelled (Because I was in a rush I didn't remember to take a cancellation reference number... I know that's my fault)

I made a reservation w/ Hotels.com in spring w/ a Chicago hotel. I tried to change the date w/in 72 hours AND with a five week notice. I was told I could not make the change. I called the hotel, made the change and received a LOWER rate than Hotels.com. Do not use Hotels.com.

I booked three rooms with Hotels.com at the Hampton only to find when I arrived at the hotel that they were fully booked. The hotel staff were great trying to sort us out. Hotels.com messed up around for almost 2 hours before suggesting an alternative hotel 50 miles away, (further than we had originally come from!). Staff on the phone dreadful and unconcerned. Hotels.com are a total nightmare, beware!

I put in my search that I wished to have a room for 2 adults and 2 children for Lucerne, Switzerland. The quote choice came up with a rate for a Triple room which advised people maximum 2 adults, 2 children. This was fine for me so I booked it. Then we got an e-mail from the hotel advising the room we booked is only for a maximum of 3 people. So they have moved us to a more expensive room at a cost of CHF 25 per night. I called hotels.com saying that is so misleading. This is what my quote request entailed 2 adults 2 children, they said "Sorry about that. We can cancel your reservation and find you something else". That isn't good enough. They should have refunded us for this fee in my opinion. I booked that room at that price and that's what I should have received.

I needed to reduce the number of nights of my hotel stay from 4 nights to 3 nights. I called hotels.com BEFORE the change/cancellation deadline and they said that because the hotel that I booked was full, they were not able to alter my reservation. When I initially booked the hotel I was GUARANTEED that I could change the reservation up until a certain deadline. I wasted almost two hours going back and forth between the hotel and hotels.com, each pointing fingers at the other. I'm losing $200 because hotels.com will not honor their change/cancellation policy.

Even tho the default setting on Hotels.com says 1 room, 2 adults (which I didn't alter since that is exactly what I needed). When I booked my 20-yr anniversary trip to the Dominican Republic (all inclusive), the confirmation email said 1 adult. My mistake is I never saw that part of the fine print... So when we get to the Dominican and try to check in, the hotel tells me I need to pay an extra $478 to allow my wife to join me in the room, since it's all inclusive & she needed a bracelet. Called Hotels.com and they said "oh well"... If I had noticed the switch on the confirmation email, and called them 3 days before the travel date, they would have tried to fix it. So I am out $478 because I didn't catch THEIR "computer glitch"!

We had reservations at a hotel and canceled before deadline. Blaming hotel and not working with us.... They also took it a month after.... I just don't see how that works.... Very bad customer service and I will not be using them ever again... Fairfield inn in San Carlos.... They used our card without notice after canceled reservations... How can I get it resolved....

My son and his girlfriend booked a hotel at the Comfort Inn through Hotels.com. We read the fine print and found out that they needed to be 21 in order to stay at the hotel so we called well in advance to cancel the booking right after making it. We called Comfort Inn and they said, "No problem, you are cancelled." My son's credit card was still charged. The Comfort Inn hotel is saying, "Oh, it's Hotel.com who has charged you" and then Hotel.com says - oh they will talk to the hotel. Still has not got back to us and the charge does not look like it's going to get refunded!! What the heck!! How could they do that. He is young too, just starting out. What a waste of money. Scary... I will never book through Hotels.com again!!! Be warned.

When booking a room to use some of my rewards points for a 3-night stay, I was unable to use the "pay hotel" option. The non-refundable payment option was the only one available. So one is open to financial risk when using points. Things happen even to rewards earners. The hotel room at Doubletree, Monroeville, PA, was below Hilton Standards in regard to appearance and maintenance... stained carpeting, damaged lampshade, no desk lamp, broken floor lamp, no refrigerator, burnt out light bulbs. When inquiring about a refrigerator, I was told I would be placed on a short list of those waiting for a refrigerator as there were a limited number and they were all taken. I was number two. Nothing to date.

In late July 2014, I arrived at Los Mandarinos in El Valle de Anton in Panama. I had booked and received a confirmation from Hotels.com of a "Superior" room with windows on three sides and a terrace with two chairs and a small table. Upon arrival, I was notified that my room already had been booked to someone else, but that I would be upgraded to a "Deluxe" room. The "upgraded" room was larger, but had no terrace and only one chair in the larger room. Because Los Mandarinos considered this an upgrade, the Hotels.com agent told me that Hotels.com couldn't do anything to help me. I accept that unforeseen circumstances such as power outages or construction might make a room unavailable, but, absent that, if I receive a confirmation of my room type, I expect to enjoy that room and not have to accept different circumstances that I don't consider equivalent. Hotels.com should be able to compel the reserving hotels to comply with what was guarantied.

I booked a room via Hotels.com as a last minute option to run south and have my daughter take her nursing exam. First, the card information wasn't given to the hotel correctly from Hotels.com and upon arrival they stated (incorrect last digits) was not honored. I gave them my card to verify and stated Hotels.com already charged my card $146.05 however, the hotel said they needed to apply $50 for any damages that may happen while staying in the room. The next morning at check out, I was presented with a bill for $112.46 but the hotel stated it wouldn't show on my card. Well, it did. The hotel removed the additional charge, however Hotels.com who guarantees "lowest price" will not refund the difference of $33.59 to honor their advertising. I will now file with my credit card issuer the complaint for the overcharge and spread the word that Hotels.com is a scam for price guarantee.

I got an e-mail from Hotels.com that an April ** had booked a hotel room in South Carolina using my e-mail. I called up customer service and informed them that someone had used my e-mail fraudulently to book a room. I requested that I be removed from their data base. The next day I got an e-mail thanking me for joining their Rewards Program. I again called and again informed them that I had not booked the trip and to please delete my e-mail from their database. I thought I was successful.

I booked a room at Hotel Alhambra Suites in Madrid, paying extra so that I could pay at the hotel in October and could cancel. The hotel room has been charged to my credit card (as well as foreign fees). When I call customer service, they tried to calling the hotel, and I got two different stories... From Lucy - the customer service rep - they hung up on her since she didn't speak spanish. From Sophia the manager - it is after hotel billing hours... Now they are telling me to call the hotel myself since the hotel billed me. Hotels.com is not telling me to call them back tomorrow during billing hours since they can't do anything about it today and cannot put it on their list to help me tomorrow. I had to cancel the reservation - which is allowed, but it is still showing on my credit card. Again customer support tells me that I have to deal directly with the hotel...

Back in June, I confirmed a booking through your website for Club Quarters in Boston. A few days later, the price had dropped. I contacted your team, and was issued a credit for the difference of $45.78. I was told that this refund would be processed after checking out by placing a phone call to Hotels.com, which I did. Over the next couple of weeks, I spent much time on the phone with your representatives trying to receive this refund. They were all friendly, and willing to try to help me as best as they could. One even went so far as to issue me a $70 credit with your company for the inconvenience of the wait. They each said that they didn't understand why the refund had not been received yet and that they would contact the billing department at Hotels.com.

They advertise pets free. Well there is no place to take pets to relieve themselves. The grounds are so full of weeds, makes the property look like trash. I would never recommend to anyone. When I booked with Hotel.com I asked what if it's not very nice. She said, "Well the reviews give it a three star so it will be fine." Oxford suites are the best. This is the last time I'll EVER stay in a Motel Six. Disgusting, we are stuck here three more days.

I booked a 3 day 2 room stay with the Mayflower Renaissance Hotel in Washington, DC via Hotels.com. Here's a list of issues that I encountered, the last of which I am still trying to solve. First they double charged my credit card. I had to call them and request a refund of one of the charges. Upon check-in at the hotel, the hotel had no trace of my 2nd room. While booking my stay though Hotels.com, an option came up to pay an extra hundred dollars for 4 breakfasts for each of the four adults in each of the rooms. I immediately paid it. The email confirmation that I received from Hotels.com didn't have a line item for the breakfast. The e-mail confirmation sums up the total and simply calculates an average per night stay - rather than breaking down the cost of each night. The importance of this is that hotels charge differently for each night depending upon a weekend, weeknight, etc... I thought nothing of it since the totals were correct.

For my 70th birthday my wife wanted to spring for one night at a hotel & dinner. I made the hotel reservation on HOTELS.COM. Holiday, Inn didn't want to spend too much. Well, I made a mistake on the little menus that you use to pick the date. I got the Wednesday part right, but I was a week off. When I called and explained my mistake & asked to change the date SORRY! BIG PROBLEMO! They kept my $138 for the date I could not use & I got NADA! My fault, but jeez, you think they could have helped an old man!!

Booked a hotel in July and had to cancel which was well before the cancel before date with no fee. Received an email confirmation of the cancellation. Just happened to check my credit card balance and noticed I was charged the 194.00 for the room I cancelled. Contacted the hotel. They said they did not charge card, that it is all done through Hotels.com. Contacted Hotels.com and they said no the hotel charged the card not us. At the end of the day no one is taking responsibility for the charge that I have proof was cancelled. Hotels.com nor the Hotel Fairfield Inn will reimburse me the money I am without! Very unhappy!!!

I would never use Hotels.com again EVEN if my life depended on it. I would rather sleep in my Jeep. I booked a room at the Cozy Crest in Wildwood, NJ for a high school reunion. The room was something I have never seen the likes of before. I wouldn't allow an animal to stay there. I called Hotels.com to see if I could have a refund. The rudeness of the customer service reps and manager was unbelievable. "Too bad," they said, "there aren't any refunds." How about recommended me another hotel - "No way can't do that. You'll just have to pay." PLEASE DON'T USE THIS SERVICE. THEY TAKE YOUR MONEY AND LEAVE YOU HIGH AND DRY... HOTELS.COM IS TERRIBLE.

FRAUDULENT SITE! They listed all prices as CAD $, but charged me in USD $ and added fees after the fact! Read my full review for details. I typed in www.hotels.ca, I immediately noticed I was redirected to ca.hotels.com (I take special care to watch where websites redirect me!) I also noticed the CDN flag and CAD $ shown at the top of the homepage. I proceeded to search for my hotel and noticed all prices were shown as CAD $ (for example, "CAD$ 89"). I was careful about this... EVERY price had "CAD $" beside it! I proceeded to book the room taking special care to watch the confirmation page and it also showed CAD $ and there were no extra fees other than taxes. I thought all was good... until I checked my credit card statement! They charged me the amount in USD $ so I was nailed with an exchange rate and they also added miscellaneous fees after the fact! SCAMMERS!!

Recently booked 3 room through Hotels.com. 1st: Marietta, GA, my mistake booked wrong week, arrived a week early, as a result of the non-cancel no change policy, even through I contacted Hotels.com and let them speak to Hotel owner and them stating refund would be made no refund. Would have been less to book direct and still have ability to cancel and change. 2nd: Falls Church, VA Hotels.com indicated $122.08 due at check-in, after adding taxes could have booked much less directly. 3rd: Arlington, VA Hotels.com collected fee with taxes, hotel charged additional $20.00, again could have booked much less directly. It appears that with their no cancel no change policy (of which the hotel does not appear to benefit) and their fee structure, that the only that benefits here is Hotels.com not the consumer.

I booked a room at the Excalibur in Las Vegas. Was told I could do a late check-in, at midnight. When I arrived, the front desk said they had no record of a late check in request and my reservation was for the next day. The earliest I could check in was 12pm, 12 hours later for an additional $20. When I called back, I was initially told nothing could be done so I asked for a supervisor. After a 25 minute wait, the "supervisor" offered a refund and said good luck finding a room. I begged that she help me find any property that could accommodate me as it was nearly 2am at this point and I had nowhere to go but she declined. I asked for her supervisor but she declined. Frustrated, I accepted the refund and requested to file a complaint. She hung up on me. I called back and immediately asked for a supervisor. Hung up on me again. Called back again, asked for a supervisor, held for 30 minutes.

I booked a room with Hotels.com for the local Double Tree Inn for a night for my daughter and wife. My daughter fell ill that day and was not able to go and we inquired to cancel or make a change in the date. We called the Double Tree Inn and were told 'No Way!' They told us to call Hotels.com and cancel through them. We did...and the gentleman was very helpful and told us he would do it. We were pleased...until we got the bill from Pay Pal, with no returned charge...We were charged for the room.

I had the most horrible experience with hotels.com. I made a booking with hotels.com for Americas best value Inn, Portland. My booking was confirmed and the mode of payment was pay later. When I reached the hotel at midnight on the day of booking the hotel representative told me that there is no reservation in my name. I called up Hotel.com after keeping me on hold and understanding the situation. After 1 hour they were able to confirm that there is some issue and they can give me another hotel.

In comparing prices for a trip to Fayetteville AR for the bikers blues and bbq event, I noticed that if I reviewed rates during the day time hours versus evening hours, there is a small information box, circle next to the rate. If you look at that you will see the rate is tripled higher. It's common practice unfortunately for hotels to double their prices during large events, but then Hotels.com will triple them during the evening hours. I will never use this service again.

I just made reservations for early August and I received notice that my credit card was charged (just a holding charge, thank god) from my credit card company, but received no email from Hotels.com. I called the company and they have no record of my reservation; interesting that they seem to be able to process my credit card, but have no record of the online transaction. Not sure what to think since I have used them quite a bit over the last two years with no problems.

I wouldn't give any stars if I could. My second terrible experience. We booked our room, our visa card was charged & we received an Email confirmation from Hotels.com telling us there's nothing more we need to do, enjoy our stay. We get to our hotel to check-in & the hotel tells us that the hotel.com credit card is being declined & they can't charge the room. I call Hotels.com tell them the situation and they say to me, "Ok pay the hotel & enjoy your stay." I said, "No, I already paid you, you charged my card & sent me Email confirmation. The hotel is telling me it's your credit card they have on file is declining." Response is, "Oh, OK just pay."

On January 23, 2014 I booked two rooms thru Hotels.com. Since I am hesitant about booking hotels in foreign countries, I called Hotels.com directly. I spoke with a service agent Dave, and went through all the particulars regarding the Hotel Neptun in Copenhagen Denmark. At this time, I was told that Free Breakfast was included in the hotel price. This was one amenity that we definitely wanted included, since we have traveled to Europe before and know how expensive it can be. Upon checkout, from the hotel, we were charged for breakfast and when I questioned the receptionist, I was told that since this reservation was made through Hotels.com, this matter must be taken up with them directly. Upon my return to the States I contacted Hotels.com and spoke with a service agent by the name of Sam.

Hotels.com allows hotel guests comments to be overridden by their own, given the general public wrong assessment of the actual conditions. In a simple format, they allow anyone to falsify the ratings for a price.

Hotels.com promises to give you 1 free night after a booking and stay for 10 nights. We made a non-refundable reservation for 10 nights but they said it was not usable until 3 days after the checkout. Since the credit card payment for the 10 nights was processed immediately and that was non-refundable, Hotels.com has no risk of cancellation. They saved a penny with us but certainly lost our business.

We booked with Hotels.com (and paid a 50% deposit with Visa) for four nights in the Apart-Hotel 'Cosy's Cadet Residence' (Paris, France) 19 - 23 June 2014. On arrival in Paris, June 19, we were extremely upset to find that the Apart-Hotel was nothing like 'as portrayed' on the Hotels.com website, and we promptly checked out again. We were given an assurance by the reception staff that as long as Hotels.com agreed, we would receive a full refund of our payment. We contacted Hotels.com to advise of the 'late' cancellation, and they agreed that a full refund would be given, and that they would contact 'Cosy's' to follow through with that. For our troubles they promised to give us a EU100 credit as well.

I clicked on the FIREWORKS coupon thinking we were saving money on a $50 coupon. Then we see that the free night offer is voided because we used the coupon. I called customer service and they were unwilling to take my $50 and void the coupon and give me the credits back. I said that the coupon is a scam and a way to stop people from gathering the free night. I spoke to a manager who said they would give me 50% of the room stay (2 nights) or rebook the reservation. The reservation was sold out so they could not guarantee us that we would get the room again. Terrible options. I said it was amazing that a big company like them could not simply make the change on their side without re-booking the trip. I am not done with them and will go to a higher level to achieve the desired results.

I tried to book a room from July 3. I booked it last minute at the Days Inn in fern park fl. I made the reservation paying a total of $63 and some change. And the confirmation said my room was ALL paid for and GUARANTEED. SO I GET TO THE HOTEL AND SHE TELLS ME YOUR RESERVATION IS NOT FOR TONIGHT IT'S FOR TOMORROW. AND THERE IS ALSO ANOTHER $75 fee. So I call hotels.com to try to cancel the reservation because I will not need the room on July 4th and they told me it was non-refundable. Then I said ok well I want to change it to a later date so my money doesn't go to waste and they then told me it couldn't be changed or modified because it was a special offer. When I was booking the room, it never said it couldn't change or modify. It clearly says if I choose to change or cancel my reservation none of the money would be refunded. SO BASICALLY I PAID FOR A ROOM THAT I NEVER STAYED IN.

I booked four nights stay at a hotel in Malta for a few weeks time. I paid roughly $230 for the stay which is a bargain though it was stated as being non refundable - no problem. I logged on to the website the next day just to make sure everything was fine with the booking and it was. I then see an offer to upgrade my room for an extra $90 total which I think is great, happy to go along with the offer I put in my card details to proceed. I get to the final page after I have made my payment and it tells me they have taken $330 this time. I was confused at that point thinking hang on why have they charged me so much when it stated $90 total earlier. So I go into my account summary and it states under cancelled reservations my original booking for $230 and now my new booking of $330 so in total I have paid roughly $560 for one room in a not so great hotel!? I phone up customer service and they tell me because it's non refundable if any changes or cancellations are made I forfeit my payment of $230. I explain that the offer was given to me on my account saying it would be an extra $90 and no word of having to pay for a whole room again on top!

My daughter and I were already at a hotel in NJ for a weekend to watch my son's Lacrosse tournament. It was Fri-Sun. Arriving at our hotel approximately 3:00pm after my son's games in am, the hotel manager told us we could not use the pool. So I booked another hotel for one night through Hotels.com which had a working pool. I told the hotel manager we were checking out. He told me "he worked at another hotel which had a pool, and that I would not have to pay for the night since I had already paid for two nights with him." So, 10 min later I called Hotels.com and cancel my booking with the other hotel. So I have a confirmation email on my phone at 3:28pm, the 28th of June. I also have a confirmation cancellation email on my phone at 3:45pm on June 28th. So between my booking and cancelling the room was 17 minutes between emails.

I made a reservation for a week with a hotel in Cuzco Peru, which stated on its website Cancellation Free, yet when I attempted to cancel I could not connect to the hotel, all I could connect to was Hotels.com who refused to allow me to cancel and charged me for a week's stay, which I didn't do. Even though I didn't make the reservation with them, Hotel.com wouldn't talk to me. For this reason I would never make a reservation through Hotel.com or stay in a hotel that connects to them.

I booked 4 rooms calling Hotels.com a week before we checked in the hotel at April 18 2014 in Radisson hotel, Edmonton south. I was told the price we paid including the breakfast buffet. But the hotel charged me for rooms breakfast when I checked out because it was not covered by Hotels.com. I contacted Hotels.com for the issue and asked for expense. But I was told they can't expense it but could give me $100 credit to my Hotels.com account in 2 weeks for their mistake. I was OK with that and thought the credit will show up in my account. But 3 weeks later when I wanted to use the credit to book a hotel I did not see any credit. I called Hotels.com and spend 10 minutes to explain what happen to me, then I was asked on hold and put me in the queue. Then suddenly a new service girl picked up the phone and she had no idea what happened to me and I had to tell the story again. Then I asked for talking to their manager or supervisor, then she put me waiting again and then wait for a few minutes, suddenly another service girl talked to me. For sure she knew nothing about my story and I had to tell her again.

This is the worst experience of customer service and hidden fees I have ever experienced. Customer service is horrific. Class action should be filed. Hotels.com sucks.

Their system booked me for two days when I only selected one and the damn people in the PHILIPPINES refused to help! I explained that I got all the way to the end and it was only for one day... I have no idea how it booked me for two and must be a system error on their part. They told me that if I wanted to cancel my second day I would still have to pay for that day. As I became more escalated I asked to speak to a sup. Of course she was also in the Philippines and didn't give a rat's **. When I wanted to talk to someone above her she told me that she was the highest supervisor. WHAT!? So they charged me $1,000 instead of the 450 I agreed to and refused to assist me insisting it was the hotel's policy.

I never received a confirmation email nor one when I had to leave the hotel early.

Booked two rooms through Hotels.com. Daughter had accident and fractured her leg requiring surgery. We were able to cancel the reservation with Hotels.com since it was still over two months before the scheduled hotel stay. Also received refund from airlines and other hotels not booked through Hotels.com. However, Doubletree still charged for one room and won't refund the money. Hotels.com admits their mistake but also would not refund the money since Doubletree has the money (over $600 for one night "no show", by the way). American Express won't perform a charge back since Doubletree never received notice of cancellation notice from Hotels.com. Doubletree admits that the only way to cancel the reservation is through Hotels.com, which we did. Never using Doubletree or Hotels.com again.

I booked 3 different hotels for my stay with Hotels.com. The 1st one at the Palace Hotel in NY. My 1st night was $450. The room had the worst view I have ever seen with construction within feet from my window and hammering at 7am on Sunday. Thank God the hotel was so sweet they changed our room. Why did Hotels.com not mention this at all (What's up Captain Obvious)? 2nd hotel was Atlantic City Trump Taj. I had a choice of the Taj Tower or pay up for the chairman tower. I choose to pay more for the better Chairmanship Tower. When I got to the Hotel they told me Hotels.com said I paid for the Taj Tower. I showed them email. They said I had to take it up with Hotels.com.

I have booked for a Night at TRYP by Wyndham Atlantic City through Hotels.com and received the confirmation. We traveled all the way from Connecticut and reached Hotel by 2:45PM. I met the manager and shocked they said "They don't have Contract Between Hotels.com and them", we are not accepting Hotels.com reservation. I made call to Hotels.com and it dropped couple of times. Finally I have been connected at 3:00PM and my call ends at 4:15 PM without good news. Hotels.com failed to book another room for me and they offered couple of Hotels to stay but literally I have to pay $100 on top of what I paid. That price is not affordable to me, So we back all the way back to CT without enjoying Atlantic City. Now we have to plan again. This made me angry on Hotels.com and I don't know what to do for that unless to write review.

We made a reservation with Hotels.com for 7 nights at the Hotel Fitzpatrick Grand Central in New York City. The price we were quoted was $271.00 per night. The confirmation email we received from Hotels.com says: "Price per room per night" is $317.10. I phoned Hotels.com back to find out why it was more than the $271 and was told that the $317 already included the taxes. So far so good.

I can't believe it! I've paid $430 for a nice hotel but mysteriously the reservation was not made (not my fault!). I was told this issue happens once in a while and was advised to book it again (another 430) by credit card. I was assured I would get my refund for the failed booking on 5 June. Well, you can guess that almost 4 weeks later I still have not seen the $430. I've emailed and called customer service numerous times already (I don't get replies within 24 hours as promised) and the standard response is: We're sorry, the payment lies in the hands of our headquarters in the USA and we cannot provide you with any details, we cannot provide you their phone number, you cannot speak to my supervisor, we cannot give you any compensation - basically just go away and pray it will not take another month.

The woman I spoke with gave a price of total being $115. Took credit card info and stated it's just used to hold room. I then later got the email confirmation, stated the total was $150 and my credit card will be charged in 72 hours and in their policy, I cannot change or cancel my room today now... I have never used hotels.com before and never will again!!!! Please contact the hotel directly to reserve a room. These people are stupid!!!!!!!!!

We booked 2 different hotels in 2 states for our vacation. Booking was easy and the prices were good. In the end 1 hotel was good 1 was not. My problem is the fact that they refuse to post my negative review of the bad facility. I was not rude or vulgar, just honest about our experience. Once they declined to post my original post. I posted a yelp review, which cleared, copied and pasted it to "H".COM & they denied it again. I feel they are a good tool to see what promotional rates are available, but there is much missing by using the .com booking. They are protecting the bad for profits. If rooms are dirty, pool is dirty and cleaning staff is loud, wouldn't you want to know?

We booked a room and paid via the website. The confirmation email came promptly; however the reservation dates were not accurate in the email. We tested the website to see if we made a mistake and found the website was reverting/adjusting the dates. We tested the website over and over again and each time we plugged in the dates we wanted, during the booking process the dates reverted back to undesirable dates. We called Hotels.com immediately and asked them to change the dates and they told us no problem, they changed the date and sent a confirmation.

I made the mistake of booking a hotel room for one night one day in advance of planned arrival in Solon, OH, only to receive a confirming email that indicated if I cancel the reservation after midnight, the date I booked the room, then full charges would apply. No way!! I travel a lot and use hotels every week. If, due to travel problems such as airline cancellations, car problems, whatever, then I am stuck with the hotel fee. Normal cancellation policy at most reputable hotels is by 6:00 pm the night of arrival. Never again!

I worked for a hotel front desk. The stories are endless on guests coming in thinking they have a certain room, or view, or flat out think they are somewhere else. All were lied to just to get their reservation. Guests thought they had the penthouse (we don't have one). Guests thought they had an ocean view (we aren't even on the water). Guests brought their dogs (we aren't pet friendly). All lies told by Hotels.com person on the end of the phone with horrible English. I don't know what they think they are gaining by this. As the hotel we are left to clean up their mess, find other accommodations for the guest, and/or loss of income because of the lies told. They don't get their commission if the guest doesn't stay.

I am traveling to Edinburgh Scotland and needed a hotel room for 2 nights, my budget is somewhat tight so when I saw a double bed with 1 room left available at $99 USD per night I jumped on it. I read the offering noting free cancellation and that all taxes and fees are included in the listed price booked the room. However, when the confirmation email arrived a minute later and I was reading through the booking, I noticed that the amount billed per night is GBP 70, using the current conversion rate (at the time of booking) this amounts to $118 USD, a $19 dollar difference than the amount advertised. I quickly contacted customer service to question this difference (especially after noting that all taxes and fees are included in the advertised price so there should be no difference).

I mistakenly used Hotels.com to book a simple one night stay, two rooms in Kamloops BC. The price on the phone was more than the one on the website. When I pointed this out, they promised a price match and quoted $319.00. When I got the email confirmation it was $331 and when I phoned back was told they could not change the price. I could cancel and rebook but now the Hotel was full. Of course it was full. I had taken the last two rooms and being overcharged. $12.00 difference is not much, but if they do this bait and switch with everyone imagine the money they are making through. Stay away from them. I have learned my lesson.

No Changes permitted ever ~ YOU forfeit ALL. Called Hotels.com and was denied, then the hotel but the hotel explained they were legally bound. Often same or better rates available direct from the motel with greater flexibility. They are just another scumbag service on the web. Fool me once, shame on me. I won't be fooled again and hope you won't fall prey.