Hotels.com Reviews

This is the second time I have used Hotels.com and the second time there has been nothing but issues! The first time was for a hotel in Highland NY. The hotel was dirty, smelled, holes in the walls, the toilet and shower both were broke! The mini blinds were broke! The second time they charged me twice and totally messed up my account. I will not recommended them nor will I ever used them again!

Have used them quite a bit and can confirm that they are impossible to contact when you need them. They do everything to avoid having any contact with you should something go wrong. So unbelievably frustrating. They are just chasing commission at any price. Be careful with price, have now seen that many of my bookings were cheaper with other such sites.

Buyer beware! They are a big scam. I should have researched them and would have seen thousands of negative reviews such as mine. They charged me for two rooms I paid and needed to change the rooms and they would not help me and said they will not change or modify my rooms. Worst service and a big scam. How can you not be allowed to make changes to your room reservations? Don't waste your time with this company.

Booked a room that had a published price of $137.50. The order confirmation came back as $241.42 charged to my card! Immediately called and was told the extra $103.92 was "taxes and fees". Wow!! In my view, a $100 difference vs. the quote is the epitome of sneaky, misleading selling. Giving two stars instead of one because I was able to reach a person relatively easily and they did cancel and issue a refund.

A warning to all consumers to break up your multi-night booking so that you have control over which night is free. One must be so careful to read between the lines when using Hotels.com. Most recently when trying to redeem free nights with their rewards program, it is not clear what nights the free nights are applied to. I contacted Hotels.com to try to switch the free nights to cheaper nights so that I could have more expensive nights go towards the average free night for my next reward. Multiple customer service agents told me the free nights are automatically applied to in order of the first, second, etc. nights of the booking and that they couldn't adjust anything without termination.

DO NOT USE THIS WEBSITE!!!! This shouldn't even be a website. I booked a reservation and they canceled it without my knowledge. I was coming in from out of town so you can imagine how inconvenient this was!!!! They basically couldn't help me and no idea why it was canceled. I will never ever ever use any booking site from now on. It's directly through the hotel. I PRAY THIS WEBSITE GETS SHUT DOWN SOON!!!! Hotels.com you're terrible people and I don't understand how you sleep at night. GOD HAS A VERY SPECIAL PLACE FOR ALL OF YOU!!!!

This is my first ever consumer complaint. I feel compelled to make it because I think many people rely on this site to their disadvantage. When I tried to make a reservation for a hotel in Chicago, I was supposedly given a "special discount rate" which turned out to be inaccurate even though the site clearly stated their special "per night" rate. As it turned out, their special rate was not per night and this representation was completely false. The explanation I got was that in the fine print after I clicked on make a reservation, there was a statement that the amount they quoted was an average--not a per night stay as clearly stated--and not including taxes! Add that all up and it is the same price as if you just call the hotel yourself. There is nothing special about it. When I called to ask about this discrepancy, I was met with rudeness and denial.

I was looking for a hotel on 2/1/2017 and booked at the Crowne Plaza Portland Downtown: Downtown Portland Hotels with as I had thought for the same day that I was in the Portland, Oregon area 2/1/2017. I got the email confirming the reservation for 2/12/2017 through 2/13/2017. I contacted Hotels.com for a refund as I booked another hotel that day as I couldn't find the Crowne Plaza and attempted to call them for help in changing my reservation with no luck.

I wanted to share my experience that I had with Hotels.com. I booked a cabin and put my dates in. It was a Wednesday-Saturday. I selected, reserve and it showed me my dates and had other info, but at the bottom had the total in bold (which drew my eyes right to it.) I confirmed payment etc. When the management company contacted me with check in info, our reservation was only for Wed-Fri. Long story short, I called Hotels.com and told them what happened and spoke to a manager. She apologized and ended up paying for our Friday night stay at another hotel because the cabin we were renting was taken for Friday. I really appreciated this gesture and it felt it deserved a nice review! Thank you!!!

I booked a hotel through Hotels.com, then three days later received an email from them advertising special prices. The identical room on identical dates was $29.90 less than they had charged me three days prior. I called and was refused the adjustment on my credit card, instead offering me a $40 coupon on a future booking. I went all the way to a manager, Miguel who maintained their Position. Clearly not honoring their price guarantee. I refused the $40 coupon since I do not plan to do business with them again!

Do Not Use!! Will not refund! I had a terrible situation with this lack of anything company except keeping your money under any means necessary!!! My son was in town. We live in NC and the hurricane was coming "Matthews," this happened last year 2016. Under a State-of-Emergency and hotels were all filled in my area. I found one at a neighboring city and reserved it. He was trying to help his girlfriend and get the kids to safety. Too much water was building on the street. His truck engine stalled plus roads leading to and from all areas were becoming impassable. They were advised to stay put and not try to leave because road conditions were not known. I had reserved the room on my MC card and called to cancel for a refund. Explained this and MORE to them. Remember no understanding from ROBOTS and forget compassion. ROBOTS!

Price Match is a Joke. I found a cheaper hotel room with Hotels.com and ensured that I could meet the conditions of the Terms & Conditions of the price match policy before booking with Best Western and subsequently completing a claim form. The first response I received said declined as the BW average price per night was a few cents cheaper than Hotels.com. I responded with screenshots showing that the Hotels.com price was cheaper. The second response again said Hotels.com was more expensive and Denied claim.

I made a non-refundable reservation through Hotels.com for a Manhattan hotel. Two days before my stay, the hotel's website was offering a lower rate for the same room. I contacted Hotels.com with all my information as they advertise a price match guarantee. Well guess what, conveniently, they could not "verify " my information, so I was not entitled to the difference. I then sent them a screen shot, same response. I've been battling them for days... No one ever bothered to look into this for me, just the standard, can't verify. SCAM!!!

Site displayed inaccurate booking information. Only revealed non-refundable status of purchase after I paid. I called immediately to correct the dates. Willing to pay extra. Instead they said no refund period. They put me on hold and pretended to call the hotel, lying that the hotel makes the decision. The hotel never heard of me, had not received the reservation and do not make decisions about refunds of bookings made at Hotels.com.

HOTELS.COM customer service (silver) is **. I am a silver member which means I have been using hotels.com fairly a lot for perks like rewards and reasonable prices. Simple bookings and canceling are fine. Wait until you encounter small issues, like you call them to ask about double charges on your credit card. Trust me, they won't help you. I had to figure it out myself for two weeks by calling the HOTEL and digging all the possible statements and confirmation records I could find from hotels.com. They don't always keep good records on their system especially the ones that will do them no good like cancellation or past booking with issues.

Paid for three nights at the Best Western in St. Augustine over the Christmas Holidays. They paid the first two nights, but not the third... Called them and they said they would get back to me in 3 to 5 business days... Yeah right... Still waiting for refund over 30 days now... They are part of Expedia.com who is the parent company. Book yourself at the hotel sites... They will match any of their prices... Hope this helps you to make better choices and become a better informed consumer.

I booked 10 nights in the same hotel in Zurich over Christmas and 1 additional night at the airport in Zurich. After my return I didn't see any hotel nights in my rewards account. I sent hotels.com a message what happened and the answer was "you don't have a rewards account" (which is not even true). By the way: nowhere it's written you have to apply in a reward program. It says just "book 10 nights and get the 11th free (except taxes)".

When shopping on the Hotels.com website and looking at a list of amenities with green checkmarks going down the side one would assume that it would include the amenities listed. They do not in fact of the various amenities listed including hairdryer one of them with the green arrow was airport shuttle. This is the entire reason we booked the hotel. After we made the purchase it then told us that the shuttle was $30 each way. You have to make the purchase before you see that because on the main page where they are selling you it shows the arrow as green and included and none of the customer service representatives cared. They said they can put whatever they want in the green arrow and on a different page they can say that it is not included. There was no * for me to read that it was not included. It was just a green checkmark. When I told him I would send them a copy of this they refused me.

SCAMMED BY FRAUDSTERS BECAUSE HOTELS.COM ALLOWED THEM TO ADVERTISE A NON-EXISTENT APARTMENT. This saga is all fully documented. Conclusion. Hotels.Com gave no assistance when they knew we were stranded in New York, at a very busy holiday time (New Year), with three children (ages 8, 6 and 1 year old), late on a freezing winter's night.

I was trying to book an international flight with a hotel on their site. It kept coming up with a payment issue error, so I called them. The woman pulled up the exact same trip I had just tried to book, and was trying to figure out why I was getting the error message. I was still logged in to my banking site, and saw that a pending charge had appeared. It was for the original booking price of $1541. She told me that the reason it had been giving me an error was that the price was incorrect, and was actually supposed to be $1638.

Never ever believe their promotion like referral a friend or double hotel night because they never fulfill their promotion afterward. You only can use their site as your management tool, but this company has no credibility at all.

I have used Hotels.com for several years. I like their website and find it easy to use and book hotels. What I don't like is the inaccurate record of my completed hotel stays. They offer your tenth night free, but I've completed at least ten nights in the past year and they only show five. I called about this problem once and was told to contact those hotels and get my confirmation numbers. I am not going to go through all that time and trouble! Hotels.com should keep better track of my bookings through their website.

The reviews are pretty accurate and selection is huge. Getting a free night for every ten nights of stays is terrific since they cover so many hotels in all areas that it's not hard to stay in places that meet your criteria no matter where you're going. And many reservations are refundable in case your plans change.

The hotel was fine. But my problems is not with the hotel it's with Hotels.com. I paid $932 for seven nights when I get to the hotel. The hotel charged my $63 extra which I was not aware about. I called customer service. I told them what happened. They were like "We sorry because you were not aware about this" which is too late for me, but they said "We are going to give you $30 coupon" that I can use in a year. I was mad because paying $63 in the hotel was not in my plan. I have used many apps and never pay anything in the hotels.

I am kicking myself for making a reservation through Hotels.com rather than directly with the hotel. I'll never do this again. My friend and I were planning a 90-mile drive for a one-night getaway at the Galt House Hotel in Louisville. The afternoon before, we saw that a large amount of snow was predicted, and we decided that it would be better to postpone our trip for another night. Given this exceptional circumstance, we didn't expect any difficulty. However, the hotel would do nothing for us... They said we needed to contact Hotels.com. It was impossible to do so. You aren't able to talk to a real person, but instead go through Voice Mail Hell. It kept telling me that it couldn't find the details of the reservation, even though it recognized that we had a reservation. I called the hotel twice and they wouldn't help.

Room was dirty and my dog got a serious infection from the fleas etc. Apparently, hotels.com does not check the places they send you to. I will never use this company again. As of now my Vet bill is $300 plus.

I usually start with Hotels.com and then once I get a rate - I check with the hotel to see if they have the same rate. Many times they do have the same rate. If it is the same - I book directly with the hotel.

After dozens of nights stays through Hotels.com, I had a VERY VERY disappointing experience. I called Hotels.com and they recommended the Welk Hotel in Cabo. The cost was $975/night, so expectations were high. The room looked 30 years old, dirty, dark, buggy, stale. It was incredibly disappointing. For $975/night, you don't get maid service! How is this possible? My family was incredibly disappointed. We later found out that another family next door paid 25% of what we paid on Hotwire.com. I would have been disappointed at 75% less. I called Hotels.com 7x to complain. I either was not connected or they hung up on me.

I called instead of booking online due to some questions. I found my hotel online for 266 a night although the hotels.com agent stated their price was higher although they would match the price. I said ok as long as they matched it. He then told me that my first email would be for the higher price charge and the next would be with the lower. I then found out I didn't get the lower price. The agent never told me of a credit, coupon... why would I want a credit when I could have booked it myself online for the lower price.

I have used hotels.com many times last year and gained my "free night" reward. When I learned it was about to expire, I called and spoke to a representative. After holding on the line forever, he came back and told me they would grant an extension for another year. I recently tried to use that reward, but was promptly told it had expired! After being transferred from one rep to another and even call-dropped a couple of times... I finally spoke to a "supervisor". Of course, who can understand these people they hire overseas!? She said something I could not understand and then hung up on me! I will NEVER use hotels.com again!

I book a Queens bed at Hotel Sentral JB through www.hotels.com and instead of getting Queens size bed, I've gotten 2 single bed at the arrival. The lady at the reception straight away told me there is no Queens Bed room and just given me 2 single bed. I was shock and upset. The picture and description saying A but I got B instead. Totally misleading this website www.hotels.com. BEWARE of using big company website like www.hotels.com. I will never use it again. Shame on you www.hotels.com!!! Another thing the website saying I will get room with a view, what view!!! View of construction site on 2 side of the hotel building. Jesus!!! Totally misled! The room is dated and tatty, forget mentioning the rest. Nuff said. I'm going to get noisy construction sound by tomorrow morning 8 am.:'( Shame on you www.hotels.com. I will never use your website again.

I have used them for about 8 years. I have booked at least 80 to 120 rooms with them. At first they were pretty good, but have gone downhill recently. I had a very bad experience recently and I really hope it changes as they are one of the easiest sites to use.

Attempted to cancel a reservation a service made for me a month in advance. I emailed and tried calling to cancel with no response. I then two weeks in advance cancelled it via my credit card and they put it back on after the date. Very bad business. I also received a notification that it was solved. "Your request ** has been marked as solved. To reopen this request, please reply to this email."

I made a reservation by calling hotels.com and when I arrived at the hotel my reservation was nowhere to be found. I didn't receive a confirmation # via email and when I called customer service I was told by 3 ** that they couldn't find my reservation until they transferred me to a 4th representative who was able to find it. My card had already been charged and it was a very stressful 20 minutes when I thought my girlfriend and I were stuck in Atlanta with nowhere to go. In the end it came down to a name spelling error (and apparently phone number and email misspelling too). Finally got it figured out but the overall experience was terrible. I don't recommend hotels.com to anyone. Book it somewhere else.

I would not recommend booking anything through Hotels.com (which is really Expedia). Last two stays I used them and I had reservations issues each time. I almost did not even get the room even though I already paid in full for it a month ago. You do not want to show up to a Hotel and find out your reservation is incorrect and they have nowhere because it is via a third-party reservation. The only way to make 100% that never happens is to book through the hotel. My recommendation is to use the app to find Hotels and reviews and then once you pick one call the Hotel directly and save yourself a possible reservation error. I also found out that many times the price at the Hotel is the same or cheaper when you call the Hotel directly and book through them ensuring that there will be no problems with the reservation once you check in.

I needed a hotel close to JFK because of a 12 hour layover. I used Hotels.com and I checked and double-checked my details before clicking to book. However, moments later when I received the email confirmation, the dates were off by one day. Of course, I had selected the non-refundable lowest rate because I had double checked my details and knew I would need this room. I immediately put in a request for a modification. I received a response back from Hotels.com that the reservation had been changed AT NO CHARGE and the updates were reflected in the email below. However, the wrong dates were still in the "revised" reservation.

The site has mediocre filters. Have to use Booking.com to get the filters I need and then use Hotels.com to book to get my free night as they do not offer much screening for the disabled or laundry facilities. The website is only "fair".

While traveling I got stuck in Atlanta. The airport was so kind to connect me with Hotels.com. Hotels.com set me up quickly with a room for $115 (total cost of stay). Wow! So easy and helpful. When I received the bill from hotels.com, I was charged $131.35. Hmmm... I reached out to them and this was their response: "We have checked your purchase and billing history, the amount that has been charged for your hotel reservation in Hilton Garden Inn Atlanta Airport North is indeed $131.35. For your reference, the room rate is $109.00 per night and the taxes and service fees is $22.35 per night. Our site should have stated the break down of total amount before you proceed with payment on the payment page." I no longer use Hotels.com.

After booking via Hotels.com, I telephoned the hotel for confirmation & was told by Kevin that I had to do an EFT directly into their bank account. I advised Hotels.com sent them a copy of my bank statement as well as the Guest House (with TWO different amounts on the invoice). I telephoned the Guest House & Cornell the owner said that Kevin did not understand the booking system & that she would get back to me & sort it out. (Monday) By Thursday we had been trying to phone the Guest House for days + emails they were not acknowledged, getting only an engaged signal. After booked flights / hired car costs we were worried that they had taken our money & this was a scam. We, in desperation phoned the local police - this angered the owner Cornell & we then received rather rude, irate emails & call back. BEWARE!!! We have still not heard from owner nor Hotels.com re: our money!!!

Having had two conversations with the customer services team and filling in two online query forms reference the receipts generated by the website I have not had a suitable response to explain the calculation of taxes & fees on the invoices - these do not conform to UK tax rates. Hotels.com are paid direct but seem not to have any responsibility for the calculation? Up until 3 months ago the emailed receipts were correctly calculated. As a vat registered client I need accurate invoices to reclaim the correct amount of tax. It is getting to the point where I am not booking any more hotels through the site because of this issue.

I recently used Hotels.com for the very first time. Within 30 minutes of using this site, my bank account was hacked by a company out of the U.K. The unauthorized purchase was made through an Expedia account, which is in the family with Hotels.com. I have never had any of my accounts hacked, and it totally blows my mind that the "security" measures from this company would fail so badly. I will never use Hotels.com, Expedia, or any of the other companies within this family of businesses.

The hotel was an Embassy Suites hotel who I also blame for dealing in such a disreputable manner. Hotels.com and The Savannah Airport Embassy Suites are both guilty of fraud and cover each others tracks by blaming the other party for not being flexible.

When booking Ireland trip through hotels.com website the price was 2 people total $ 2,174.00 ($1,087.00 per person). But could not complete booking so-called hotels.com and was told pay $3,235.74 and submit Best Price Match Guaranty with webpage screenshot that shows my price then they will refund me $1,061.74. SO I DID. After trip I claimed to BPMG. I've reply that says "it is processing" BUT no reply. Claimed 2 or 3 more times and called them finally but they told me they can't find my itinerary number in their system and same answers again. NO more communication possible because they can't find my itinerary numbers. I feel now it's a TRICK.

Hotels.com advised that we could cancel the reservation 24 hours prior to our stay. We did cancel one of the 2 nights 48 hours in advance. We have not received a refund. When called they left me on hold listening to announcements which says that they make refunds within 24 hours, and if I had not received the refund, call our credit card company. They charged me close to 183.22 extra which includes a 40.25 tax and recovery fee. They finally picked up after 15 minutes on hold and end up saying they have no control over what their billing department does.

Booked a hotel through this company, but had a death in the family so I was forced to cancel my trip. The hotel was happy to refund and cancel the reservation without penalty. Hotels.com customer service said the hotel would have to give the refund. Not true, hotels.com is responsible for the refund. Then they said they would have to hear directly from the hotel to ensure that the reservation was cancelled without penalty. Hotels.com customer service has been the worst department I have ever experienced in my life. They will not get any of my business and I travel all year-round.

I was double billed for my stay. Prepaid with this scrappy company and then by the hotel where I stayed because they do not trust hotel.com to pay. So I paid double for my room and when I called hotels.com about it they HUNG UP ON ME. This is by far the worst middle man company. You will save more by calling the HOTELS yourself. Who needs a middleman when they screw you. STOP USING THIS COMPANY THE HAVE NO COMPANY MORALS.

I have been dealing with the worst customer service ever for 3 days! This morning a representative told me the issue was resolved and they were restoring my rewards points and also giving me a free one for my trouble. She assured me the rewards points would show up within 15 minutes. When they hadn't shown up after an hour, I called back and ended up speaking with a supervisor who said nothing could be done.

We had planned our wedding anniversary as usual and decided to visit Curitiba in Brasil. I am an Indian living in Brasil. So we planned and booked our travel plans and decided to stay at San Juan Johnshcer, Curitiba. Unfortunate event happened in my family back in India due to which I canceled my flights to Curitiba and tried to cancel or alter my hotel stay booking with Hotels.com.br.

I was not told of the $75 nonrefundable pet deposit fee for all dogs. I mentioned during a phone conversation with the hotels.com agent several times that I would be bringing a dog with me. When I got to the hotel the desk clerk said that this happens all of the time with the hotel booking sites and it is better to book through the hotel directly. I checked and booking through the hotel was the same price as booking through hotels.com website. Lesson learned!

Worse customer service. I think their customer service is outside the USA. I booked with hotels.com. One of the reservations was not acknowledged by Cosmopolitan Hotel in Las Vegas. The hotel was fully booked that day so they can only have one of our reservations. We decided to go next door to Bellagio Hotel and cancel the other reservation with Hotels.com. Hotels.com does not want to give refund on the reservation that was booked even though Cosmopolitan Hotel admitted they messed up on one of our reservations. They had told us that they will not charge Hotels.com for the reservation but Hotels.com refuse not to cancel and not still would like to charge us for canceling. I have an email from Cosmopolitan Hotel saying they never charged Hotels.com for canceling the reservations. BAD, BAD Customer service from HOTELS.COM. NEVER AGAIN WE WILL USE HOTELS.COM for our company bookings!

I am a regular user of Hotels.com, well that is until now. A few weeks ago I looked on their website and did a research on a hotel in Paris. I never booked, didn't get a hotel confirmation, and I even checked their website as I had a stay before my Paris trip somewhere local in Chicago and it showed that that was my only stay... nothing about Paris whatsoever.

We booked 3 rooms through Hotels.com for a large group to travel to a funeral. When we found out we could stay with someone local, we canceled our entire reservation. Hotels.com only canceled one room, for which we received a refund. We called to follow up and were told "We're very sorry, that is our error. We will refund the remaining $1033.76 immediately." Needless to say, they did not. We called two more times and were told the same lie, never any refund. We called again and were told they refuse to refund the money because the rooms were never canceled!! Right – never canceled due to the error of Hotels.com – not us!

We had booked trip to London. Upon arrival, the hotel tells us, they have no agreement with Hotels.com, so no booking. I call Hotels.com, long story, but I have never EVER experienced anything so unprofessional! I had to be on the phone with them for four (4!) hours, and in the end their solution was - "please book yourself, and we will compensate."

When needing a hotel for two nights while taking a class in Perimeter recently, I made a reservation through Hotels.com. I was excited at the thought of staying at the Crowne Plaza Hotel in Perimeter, as it is one of the finest hotels in the area. When I arrived and attempted to check in, I was told there was no reservation for me for that evening, that my reservation was made for a different date. The hotel was trying to help correct the issue, but the Hotels.com operator seemed unwilling to work with them. They told her there was a room available, that she just needed to change the date on her end. She said she could not do that. She then told us the reservation was nonrefundable.

I have had the worst customer service experience with hotels.com. Zero commitment and professionalism. It's more like a fraud than an actual service provider. I made a booking through hotels.com as a referral from my friend. As per hotels.com email, I was supposed to get a $50 bonus when I would use the link in the email and my reservation is more than $200. With an agent's recommendation, while we were on the phone, I made a reservation of $309, which satisfied all the criteria to get the reward. The agent asked me to confirm the reservation and then he would apply the reward deduction from his end. I had no intention to book if the agent had not assured me the reward. As soon as I gave him the confirmation number, he transferred my call without notifying me.

This is the worst experience I have ever encountered when trying to make a hotel reservation! Customer service was horrible as they continued to put me on hold and even hung up. I could not understand a word they were saying! Please think twice about utilizing this service.

Booked 4 rooms online with Hotels.com in Delhi India. All confirmed with booking numbers and paid on credit card. Arrived at hotel today and it was padlocked and had been closed for 7 months. Have had to stay nearby hotel at over $200 a night per room!! Never again.

I have stayed in 27 different hotels this year and have stayed a total of 48 nights in hotels. I have spend a large amount of money using this website and have an account with them. When I went to redeem one of my free nights it wasn't showing I had any to use from their 10 night get one free program. After calling them they tell me my account is not a rewards account but ask me to log in every time to get the rewards. They would not help me in combining my account or offering me any of my free nights that they could see that I had earned. This being said I spoke to not one American who could speak English. I am very unhappy and will no longer us this company to book and night for a hotel stay. Customers please stay clear of this website.

I have used Hotwire and Booking.com many times in the past without issues. I recently booked two different reservations which I was fine with. I checked my email for my hotel reservations shortly before I was leaving. I found the two that I had booked and then a third for a Hostel in New York City. I have no recall of making this reservation and had no intention ever of staying in a hostel - it was fine when I was I was in college but now I like more comforts and amenities. I called hotels.com on the phone number listed on the website. I talked to customer rep #1 who told me she could not pull up the account because I had actually booked the reservation on tripticket. I hung up there and called Tripticket. The customer rep there told me she could not access the reservation because the record showed I had booked through "Hotel US". I looked it up online and this was Hotels.com.

I made a reservation through Hotels.com for a stay at the Marrakech hotel in NYC for Nov. 4-7th. I canceled the reservation on October 25th which was well within the Hotels cancellation policy. To my dismay on returning from my vacation the credit card that had been left on file for the reservation with hotels.com had been charged the full amount of the 3 day stay. Despite 4 customer service calls a supposed complaint number the final answer from Amanda ** "customer service specialist" is they will not issue a refund to my credit card because the hotel says it did not charge my card!!!

I stayed at the Days Inn on Sept. 28 and 29, 2016 in the worst room ever. The knobs had been taken off the a/c so that you could not adjust it. The carpet was filthy. The water faucets in the bathroom were antiques and did not work properly. The wallpaper was falling off the wall. I left a headphone radio laying on the bed that my deceased father had given me years ago.

I searched for a hotel reservation in Ridgefield NJ while traveling. I was 10 minutes away from the hotel. I went to hotels.com via a mobile phone. Seeing a fairly low price I booked it. When I arrived at the hotel they had no reservation. They searched only to find one made two weeks prior to my visit. I immediately called them and was told because it was a special rate they could not change the date or issue a refund. No such terms or date were visible when the reservation was made. Only when I read the confirmation e-mail was this information presented. The point here is that the search yielded results not for the date set, the fact that it was nonrefundable did not appear, and they refused to rectify the situation by changing the date. This is a violation of contract law. I called them within 15 minutes of making the reservation to inform them of their mistake. My bank even tried to deal with them with no success.

I booked through Hotels.com based on a location of the hotel when I pulled it up in their website. I was traveling. After booking, I pulled up the hotel address on the GPS and saw the hotel was North, instead of South. I called to cancel, and due to the hour, they were unable to refund my money because the manager wasn't in. I couldn't get many answers due to the language barrier; the agent was located in the Philippines. The hotel called me later to tell me they processed the refund, the employee had reached out to the manager. Days later, I still didn't see the money in my account. I called Hotels.com and they couldn't see the transaction so they had to call the hotel again to confirm. The manager wasn't there, so I still don't have my money. She had no way of viewing refunds, and could only process a refund if she could speak with the manager.

I have owned and operated a boutique Hotel for over 16 years and have recently been innkeeping in other hotels. Every time there is a problem with an overbooking issue or an improper charge, the first I say to the guest is "Oh, you must have booked through Hotels.com". Almost without fail it is Hotels.com. My advice is to avoid Hotel.com....they are the worst. Remember the contract you have is between you and your OTA (online travel agency), ie Booking.com, Expedia, Priceline, Hotels.com. Please when your OTA screws up your reservation do not blame the hotel... blame your OTA. It is almost always the middle man (OTAs) that drops the ball. The honest truth you should call the hotel directly to make your reservation. At least you can be sure that there is a responsible party on upon your arrival.

I booked a hotel in Beijing, ibis Beijing Dongdaqiao, last July through hotels.com. I arrived at the hotel with the address shown in hotels.com site and there was no hotel to be found. I was lost and called the customer service several times. They kept transferring me directly to the hotel and it kept getting disconnected. Every time I called back because there was no direct contact number of the hotel provided, I had to explain the situation all over again. After several calls, several transfers, I finally managed to get the address of the hotel and arrived after standing on the street 35 minutes being lost. There was no apology from the hotels.com and they never changed the hotel address that is wrong.

#1 make sure you are completely 110% LOGGED IN. If you are not. Nothing you do will go you to email, app, etc. That is the problem I am having. They say they can take an itinerary and connect it to account LIES! You cannot download account/travel info in other countries (no wifi outside US) without logging in = potentially THOUSANDS of $$$ to log in, in a foreign country. #2 option/advice PRINT EVERYTHING. Every single email you get. Do not get credit card. Do not create account. #3 just don't use Hotels.com... I never will again...

Obviously, I am too trusting a person. I called the number for the hotel, only to be through to Hotels.com. I spoke with a man who gave me the price of the room (which was around $60 or so). I mentioned that I needed long term parking at the hotel and asked if that was available or not. He put me on hold, came back and said that long term parking was around $36 (I think he said it was $7 @ night, except the first night). So, I booked the room with the long term parking at the hotel. Once I got to the hotel, I was charged $11 for parking and was told that parking isn't paid through Hotels.com and I should have called the hotel directly. I called Hotels.com to request a refund and was only offered an $11 refund for what the hotel charged me or a $30 voucher (good for one year) at any hotel listed through Hotels.com. I'm not about to book through them again because they charged me for parking that I had to pay for at the hotel.

I usually book all my hotels with Hotels.com but their customer service is horrible. I had to speak to 4 representatives to try and get problem solved only to be told that I have to do it, and they will walk me through it.

They are corrupted. Even when you call them they say yeah we are going to save you money. Then when you get to hotel they charge you the resort fees etc. and you end up losing money. Their customer service is a bunch of cold-hearted robots because I called up with this complaint and they have no sympathy and did not even admit their fault.

I didn't know when booked my hotel reservation was through this retarded company. I book Nova Platinum Hotel for Jan but wants to change so I called the hotel directly but the hotel associate told me to call Hotels.com since the booking was made by them. STAY AWAY FROM THIS COMPANY OR YOU WILL BE VERY SORRY AND KEPT YOU WITH NO CHOICE BUT TO DISPUTE THE CHARGE.

I booked a hotel at Montauk which I wanted to change to another hotel. I contacted the Hotel who claimed I can change the date if I reported before two days for arrival. I tried to change the date, but no luck. Hotels.com has suggested that they would take care of it and guarantee a change of date to avoid losing my money spent at the hotel I initially reserved. After all the two weeks trying to get the date changed, Hotel.com came back with an email that no change of date can't be done. I called back and ask for a change of date not a refund, and Hotels.com refused to help. I lost $766 due to their lack of cooperation. I spoke to the service person, and they stated I can change my hotel and they will take care of changing the date to the original hotel. They failed to comply and I lost all my money. I am writing this review as I was totally disappointed that they didn't comply to the original commitment.

I used to always use that service for my hotel bookings. Lately I have noticed that their main focus is profit at the expense of customer service. I booked a hotel through them hoping to use 1 free night I have accumulated with them. After I was done booking my reservation I realized that it didn't account for my free night which would have cut my cost by half. So I called them on the phone only seconds later to rectify the matter. They told me that according to the policies of the Hotel I was staying at cancellation was not permitted.

I belong to Hotels.com and I am extremely upset with them. I booked a hotel in Canada and went online to my bank and they charged me in USA funds. So the hotel cost was $94.46 plus taxes and I was charged $149.57. I called them immediately and there was nothing they would do. You would think since the Canadian dollar is much lower than the US dollar that I would be charged less in USA funds. My friend booked the same hotel for the same night and was charged in Canadian funds for the $94.46 plus taxes. I told them to cancel the reservation and I would rebook directly with the hotel, but unfortunately the hotel would not let me have a booking as they were full unless I booked for 2 nights, now online it says I must book for 4 nights. What a ripoff. I checked my bank today and I did get a refund but because of the low Canadian dollar I only got $142.01 so again I was ripped off. Will never deal with Hotels.com ever again.

Our company has booked 16 rooms through the Hotels.com, but we was overcharged. My colleague contacted them (both Hotels.com and the Comfort Inn Manchester) for nearly one month, the Hotels.com asked us to email the hotel, but the hotel has no reply until now! My colleague spent 50 pounds to make the phone calls, and much time to email them in the past month. Until now, the hotel.com even didn't reply us. Customers trust you, then booked through you. You should not just take the commission, but do nothing! I think you should have the responsibility for both the hotels you advertised and the customers! It is really an awful experience we met.

I try to book for a room in Munich and do a search on google. So it came out a few links about hotels in Munich. I click on one of them. It display the hotel close vicinity to the central of Munich with great price. It was Royal Munich hotel which I am interested to book. It indicate I can book through hotels.com with hotels.com link provided for me to click on it. Once inside hotels.com, I selected the date from 7th Nov to 10th Nov and click the book button. It indicate the price as I need but the date was changed to 6th Nov to 7th Nov without me noticing it as I thought I have already indicated my date to stay. I proceed to the payment unnoticed the date has been changed without my acceptance. Payment go through and while I process to print my itinerary I found out the date has been automatically change to 6th Nov check in and 7th Nov check out.

I booked with them but when I arrived after eight hours of driving they couldn't find my reservation. A quick conversation with the hotel let me discover that they had booked it for the next weekend and there was a cheerleading convention in town. Not only did they have every room at my hotel booked but at the surrounding hotels as well. The person working the front desk knew *before even looking* that I had booked with hotels.com. She informed me that it is a regular problem. If they are booked up then hotels.com will book you for the next weekend. Then they try to upsell you an exorbitant last-minute room when you call too tired from your trip and away from a desktop where you can find an easier solution.

I have been using Hotels.com for several years. After requesting a price match that the hotel agreed to honor, and having to deal with Manager whom I believe is named Maury. I will not longer be using Hotels.com. They try to scam people and do not do what is best for the customer. They have major system issues that prevent them from doing what the actual hotel can do which ends up costing the customer more money. They waste your time with multiple client services reps for no reason. Overall, after this experience I am done with Hotels.com.

I had to cancel the booking of a room at La Quinta Inn & Suites Sunrise Sawgrass Mills (Sunrise, FL) and I requested the refund of the amount I had paid. They sent me, by email, a refund receipt. But such reimbursement was never paid. I contacted my bank manager; she opened a claim on the case, but the investigation by the bank proved that the refund was never made. I got in touch again with Hotels.com, and they sent me the receipt again. I'm right in the middle of this dispute between the bank (Regions) and the hotel (Hotels.com) without receiving the money back.

I have been using Hotels.com for many years without any problem. I collect 1 free night for every 10 nights. Their prices are always very good. I am very surprised when I read too many complaints about this company. I am very satisfied with the company.

Booked thru this awful company for a date then needed to change the date, which is permissible, only problem being that they make you call their service number. Held for 40 mins then hung up having spent half the cost of the room in phone calls. This has got to be a scam so they screw money out of even your calls to change a booking or complain even.

I booked a hotel thru hotels.com. Got a confirmation. My wife called the day we were supposed to check in. They did not have our reservation under our name or the hotels.com confirmation number. We were lucky they had two rooms left. Called Hotels.com customer service. They called the hotel and they said they did have the reservation and they canceled it. We will never know but I suggest you double check any reservations you make with them.

They cancel reservation for no reason. Hotels.com should be zeros.com. They are the worst thing in existence. You cannot trust that your hotel will be there when you get there. At least my first time I found out before I left, I had to re-book it at a much higher cost for the same room. They offered me a free day next time I booked. Later I re-booked, no such thing as the free day promised. Contacted them and they have no recollection of this free day. Don't trust them. They lie, and are a very unethical company. Not to mention they overrate the hotels by a couple of stars.

Ordered 3 night stay + 300 deposit for a hotel in Destin. $646.85 in total. Nice pool, but dated property. It was a decent stay, but the only staff was the front desk as they were in the off season. Overall, it was a good experience until 3+ weeks later I never received my deposit back. Contacted Hotels.com on Saturday. They said I should have it by Tuesday. As they contacted the property and the management was out. I was starting to get a little nervous as many of the condo units were for sale and I start wondering if this is a scam.

Hotels.com refunded my money after I got the hotel to allow a cancellation of my reservation (since they wouldn't let me change it from 6 nights to 4 nights). Hotels.com didn't use any leverage to resolve the issue but I was able to get it done and Hotels.com simply processed my refund.

Made a booking 4 months ago, at least I thought I did. I never received a confirmation email of the booking. A few months later, I remembered about the booking I "thought" I had made, as I had it scribbled on a piece of paper. So I thoroughly searched my email, and no record appeared. Checked deleted items, junk email etc... no record. I logged onto Hotels.com and typed in my email as if I had forgotten my password. It said if I had an account, it would email me a link to reset it. No email ever came. I did it again, and no email came again. So, I assumed I must have dreamt making the booking. Some added context - I usually always use Booking.com to make bookings, so I thought must have just looks at Hotels.com and not made a booking.

I use lots of hotel booking company but have never been charged same day??? Then 3 weeks before my reservation tried to cancel but they offer NO REFUNDS!!! UNHEARD OF!!! NEVER USE THIS COMPANY AGAIN!!

My wife and I recently completed a two-week road trip which included five nights in Rapid City, SD starting on 9/27/2016. The hotel we reserved in Rapid City was Country Inn & Suites. Having stayed at other Country Inn & Suites in the past, I confidently booked the stay weeks in advance. This turned out to be a mistake as this property is not well maintained. The entire first floor has a unpleasant musty smell of smoke and mold. I expressed my concern at the time we checked-in and was assured the hotel was completely non-smoking.

After I made hotel reservations through Hotels.com, I chose to pay upon arrival. My reservation was for two nights. On the day that I was to go to my destination, the trip was canceled. Unfortunately, the time that I made the call was after the minimum time allowance. I knew that I was going to be billed for one night and that was to cost $132.45. I was fine with that. However, imagine how shocked I was to see $264.90 taken out of my bank account. We contacted Hotels.com and they said the hotel did it. We contacted the hotel and they said Hotels.com did it.

I booked a room, paid for it in full, but the hotel had no record of it when I arrived and they had no rooms available. There were no rooms within a hundred miles. I just wanted a refund so I could drive another hundred miles and find another room. Foreign customer service person kept asking me if I wanted to cancel my reservation, and if I did she would have to get approval from the hotel manager or there would be a one night penalty. She could not understand that I did not want to cancel, that I wanted a room, or a refund. She had a very thick foreign accent that I could hardly understand and I will NOT be booking through hotels.com ever again due to the poor customer service, poor communication and vast disappointment.

I made a reservation using Hotels.com to stay in a hotel OCT. 7th. I called them to cancel my reservation on Oct. 5th (The actual hotel accepted full refunded cancellations up until 4pm on OCT. 7). Their phone system found my reservation and asked me to confirm my cancellation which I did and said that I should expect a refund in 24 hours but that it may take the bank up to 3 days to post it.

I still can't believe this happened to me this week. I booked a room in Chicago through Hotels.com, I needed a place in the Chicago North Loop. I got a confirmed room at "Corporate Suites in the Heart of Magnificent Mile" for $142. The address on my emailed confirmation was "East Ohio & North Michigan Avenue." Shortly thereafter, I got another emailed confirmation from a different hotel at a different location. This confirmation showed the same $142, but also added a $95 per day room cleaning fee!!

I booked my trip to the UK using Hotels.com. Everything seemed to be going well until I tried to make a change to one of my bookings. Rather than arrive on the day I had planned, I wanted to arrive two days later but still check-out on the same day. When trying to make the change online, the site told me that needed to speak to a representative to make that change. Mind you, I was in the U.K. and making that call was costing me $1/min. The representative told me that the hotel was completely booked and he couldn't do anything for me. I said that it shouldn't matter if the hotel is fully booked, I already have a room. He said that to make the change, he has to cancel my booking and then rebook it because the hotel was fully booked, it wouldn't allow him to make a booking.

If something goes wrong you may not get reimbursement. I should have read these reviews first. Very very business unfriendly. They incorrectly made out the invoice and after 3 days and 10 phone calls decided that they could not change it. As a result I will not be properly reimbursed and am personally out the money. Their customer service is of no use.

I booked a hotel reservation & tried to cancel < 6 hrs later due to a cancelled trip & was told that the cancellation fee was the amount of room rate, even though it says Free cancellation on website! I will Never use this service again; total RIP OFF!

Had a really unpleasant experience with Hotels.com. Made booking for a hotel close to West Lake in Hangzhou, China on a Friday and on Monday when my friends and I arrived at the hotel, was told there was no reservation made despite being sent a booking confirmation email from Hotels.com! Called the website and after some time, was put up at Holiday Inn as the previous hotel was at full capacity. Had to spend money on taxi again to go to Holiday Inn which is really far from West Lake and has nothing within its vicinity. Holiday Inn is nice but we lost so much time and money travelling back and forth to the hotel. Highly doubt I'd ever book anything with Hotels.com anymore!!

I booked a room last night at 3am last night because my husband and our 5 children had to evacuate from a category 4 hurricane, worst one in our state's history. I booked a reservation and paid over 600 dollars for a two night stay at the Reunion Resort in Kissimmee. We drove 3 hours to get there after packing the car and securing our house. We arrived and were told at check-in that they didn't have our reservation and were out of rooms and had to tell many people that and turn people away.

I live in Canada, have a Canadian Credit Card, booked a Canadian hotel through Hotels.com online for work, last minute, received the provincial government employee rate, reasonable rate 143.46 for 1 night. When I reviewed my credit card statement the charge was 193.02 Canadian. When I called Hotels.com I was on hold for at least 45 min, after being disconnected when I asked to speak with a supervisor. Hotels.com explained the discrepancy by stating that they charge in US dollars and that is fine but when I looked at the top of my web page it said CAD funds, and nowhere on the receipt I was sent or the recent activity page for my account on Hotels.com does it say the charge was in USD funds, but the supervisor told me he can see I had chosen the UD currency.

Never ever book a room thru this website. Horrible customer service and their guarantee is nothing but BS. We booked and paid in full a room/apt that came with a kitchen on July 14, 2016 for a weekend in San Diego. We received another email confirming our reservation on Sept 25th which was 4 days before the trip. The email also stated that our reservation was guaranteed and paid in full. We were just arriving in San Diego when we received a call saying that they overbooked and we no longer had a place to stay. We literally sat in a parking lot for 3 hours waiting for hotels.com to find us another room.

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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