Hotels.com Reviews

I tried to book a room through hotels.com. They seemed to choose some arbitrary date and then told me the charges were nonrefundable. I spent nearly an hour online and they ended up hanging up on me. I called my charge card and told them to deny the charges.

Looked at pricing for hotels online, Hotels.com being one of them, I decided to book directly with the hotel so that I could use rewards points for stay. As I was booking my stay a cookie put into my computer by my visit to their website changed my booking page from my hotel to a hotels.com page. I didn't realize this until I finalized payment, when it said, no refunds. I cannot split my payment up with Hotels.com and therefore cannot use my points due to the cost being a few dollars too high. To make it worse, the manager said I paid more than what they would have given me over the phone.

I made a hotel booking online with Hotels.com. Later, my wife asked if I had asked for a senior citizen discount. I had not. I called Hotels.com and informed them that we had been charged more by booking through them, rather than with the hotel directly. They said they do not honor additional discounts. I was surprised, thinking they had a low price guarantee. Well they don't. I will not be using Hotels.com again.

Booked through internet 4 nights hotel stay, one each night of the cross country trip. Received confirmation email from Hotels.com informing me that trip was set and that I needed to do nothing else. When I showed up at the first hotel to check in, they had no record of my reservation. I showed them my Hotel.com email and they called the customer service number. After an hour it was worked out. The Hotel informed me that Hotel.com had charged me $104.00 but the usual hotel rate was $80.00. I was charged significantly more than the advertised price on each of the other hotels as well.

We ordered 2 hotel rooms in Greece 5 months in advance. 2 days before departure we got an email from them that our hotel reservation was cancelled and we were rebooked to another hotel. We accepted this although this was a downgrade. But it turned out that never fixed the rebooking properly because they only booked one room, and they didn't refund any money. Impossible to get hold on anyone in customer service that has any authority to fix anything and we are just being shipped around. They are also probably using an Indian call center with REALLY bad lines. Almost impossible to hear anything and nobody takes any responsibility. We are opening a consumer complaint case against this company. Please steer away from Hotels.com. They cannot be recommended in any way.

I booked a couple rooms online for when my parents came in town. I picked the option to pay at the hotel since I would be able cancel without being charged. This is the terminology they used see if it makes sense to you! Cancellation Policy. If you change or cancel your booking after 16:00, 22/06/2014 (GMT+01:00) Amsterdam, Berlin, Bern, Rome, Stockholm, Vienna) you will be charged a 70% fee. If you change or cancel your booking on or before 16:00, 22/06/2014 (GMT+01:00) Amsterdam, Berlin, Bern, Rome, Stockholm, Vienna) you will be charged a 70% fee. We will not be able to refund any payment for no-shows or early check-out. Unless otherwise indicated, the charges below are not included in the overall room price.

Been using hotels.com for years with no problems. However, when I tried to change my reservation last week (for the first time ever), there was no refund given after hours on the phone and multiple email requests to answer my inquiry. The web page indicated "free cancellation" but, *after* the hotels.com associate had already booked me into another hotel (the first one did not have Friday and Saturday night available), she became very uncertain as to whether I could get a refund for the first booking. Well, after moving up the chain of command, the answer was a resounding "no" and they have still not answered my inquiry. Very dissatisfied. Beware when doing business with them.

We booked a wheelchair accessible room at Super 8 West in Saskatoon Saskatchewan by phone through Hotels.com. When we arrived, they did not have the request. It had to be wheelchair accessible and nothing was available. I called Hotels.com. After 2 hours on the phone, being passed from Crystal, Vina, Alex, finally Yori (who said he was the top person I could speak with), I was told they could do nothing - they could not cancel the room as Super 8 would not refund the money because we had put our bags in the room. Being disabled and in a wheelchair is not a special request for an accessible room. The time wasted trying to get any help is so disgusting. Hotels.com had no problem taking our money, but would not provide a room or any accountability for the need of a room where a handicapped person could stay.

I reserved a room for one night on Hotels.com. When I noticed that I had been billed twice for the exact same amount, I contacted their customer relations service and alerted them to the problem. They said that "this happens often" and that I needed to contact my bank, ask for proof of the double charge, email this proof to Hotels.com, and then wait up to 30 days for the amount to be returned to my account. When I asked if I could simply mail them the copy of my transaction history, showing the double charge, they said that their policy demands an official statement from my bank.

Delta told me that if I used Hotels.com, I could get a great deal on a hotel (after I booked my plane tickets to Paris). So, my phone call at Delta was directed to Hotels.com from Delta. I ask to book a specific room at Mercure Eiffel Tower - a privilege room with an Eiffel tower view. I was told that, yes, they could book that exact room. After I paid, they sent me the confirmation and it was not for the room I requested (I was lied to by the reservation's person, as I found out when I complained that they can't even offer the room I requested but he promised me that was what I was getting). After calling twice at Hotels.com, customer service agreed that I deserved a refund (they agreed twice when I called), but sent an email that they refused to refund my money. Beware as they will lie to you about what your booking, and since most of their bookings are nonrefundable, you will not receive a refund. They don't care that their reservation department lied at all.

Booking a room at the hotel I wanted was no problem at all. However, the price I was charged was well above what the price was when I walked through the door of the hotel. The front desk clerk was kind but said they have no control over hotels.com prices. I called hotels.com to ask for a refund of the difference... that went over like the proverbial lead balloon... NEVER will I use hotels.com again. And let this be a lesson to all... call the hotel directly... you might get a better deal.

I booked accommodation through hotels.com on May 22 and In the confirmation email, it says "Your booking is guaranteed and you'll pay at the hotel in their local currency. We've guaranteed your booking with MasterCard. Don't worry, we haven't taken any payment as you'll pay the hotel directly in their local currency." I was very disappointed to discover that my credit card was already charged plus an international fee upon confirmation of our booking (before our stay on July 31). I have contacted hotels.com on May 28 and Vandana ** responded on May 29 saying that they will request the hotel to refund the money and revert back to me within 48-72 hours. In the meantime, the hotel responded on June 2 and claimed that "All internet bookings are charged at time of booking and hotels.com is informed of this. It's an error information from them." But as of June 15, no further response has been received from hotels.com. This is clearly false advertising. Who is to blame? Who knows? Hotels.com has not explained their side of the story.

When searching for a hotel in Las Vegas, I came across Luxury Suites International at The Signature on 6/11/14 for the travel date on 7/18/14. Before selecting the hotel to view the different room types, it clearly says "free cancellation". Today, there was a change in plans and when I tried to cancel it, I would not get a full refund per hotel's cancellation policy. I did not book a room that said non-refundable as I avoid those. It's so inconspicuous because in order to see the cancellation policy, you have to click a link to see it. Even today, anyone who searches for this hotel, you can see the "free cancellation" but won't see it anymore once you select the hotel. It is so MISLEADING.

I won't go into the gory details because it's just too much to write BUT I will never EVER use hotels.com again nor will I recommend anyone to use this service. Terrible customer service, one person tells you one thing, another person tells you something different. For all my trouble, I get a 100 dollar voucher which will never be used. Terrible terrible terrible... I wish I could give a negative 5 stars!

Recently, I booked a hotel room in order to attend a Paul Mccartney concert. Unfortunately, Paul is ill and the concert was postponed. When I contacted Hotels.com, their customer service was terrible. It's not just that they would not work with me to reschedule the room, but that the two individuals I spoke to were rude. I will never use their service again.

I called Hotels.com to book a room in Texas. The rep had problems with booking. She transferred me to a supervisor in turn transferred me to another rep. The second rep set up my booking. The next day I cancel and received my cancellation confirm no. to prove. When I arrived to Texas I booked a hotel thinking I was going to use my "free room". I didn't see credit for "free rm." When I contacted Hotels.com, they said I have another reservation out there that was not canceled, so they charged me for a hotel that I was not aware of and I paid for the hotel I booked after arriving to Texas. I told them I believe the First Lady who tried to book (she said it didn't go through) me must have went through, and also the second booking!

This is a horrible company. I booked a hotel and after paying via paypal. Received an error message saying the hotel has already been booked and there are no rooms unavailable. The wording on the message made me think that my money was going to be refunded, so I booked another hotel for the same night. Never got a refund for the first hotel, ended up calling the hotel directly and they said they had me reserved for that night. I tried talking to hotels.com "Customer Care" about this and nobody could help. They said that they had to get the money back from the hotel and they would let me know, a couple days later i get an E-Mail from Hotels.com saying that the hotel would not give them a refund, so they couldn't give me a refund either. Ended up calling the manager of that hotel again and they had not even talked to hotels.com. What a scam. I also found out they charged me an extra $30 than the regular price of the second hotel I had booked. Took almost a month to get my money back, I got it by calling corporate office. They were actually really nice, called me back and everything. But their company is still a huge scam. CALL HOTELS.COM CORPORATE OFFICE IF YOU HAVE ISSUES (214)361-731.

Took a 12-day road trip for our anniversary. After days of staying in hotels that I booked through both hotels.com and booking.com, if there were any issues with the hotel room or stay, the hotels can't do anything about it. In Chicago for four days, I wasn't given the room I had requested. Very disappointing as it was anniversary celebration. In St. Louis, at the Hyatt, had booked two nights and the day we checked in, we decided to stay only one night. I had to call Expedia who said they would have to call the hotel to see if we could cancel the second day. I was on hold and the rep came back on to say, "sorry, the hotel can't accept your cancellation". Now remember when you book through these sites you can't cancel the day of but must cancel the day before your stay. I had done that and was still denied. So, I called the hotel's GM. He said "of course we could cancel, and no one had received a call from Expedia."

I booked a nonrefundable 1 night stay in north Las Vegas in a 65% occupied Courtyard. I called the Marriott & hotels.com 28 days prior to stay to ask for a favor to move the day up 1 extra day. No one could assist which I understand, but it's a policy that sets up unhappy customers. Now I will forfeit 100% of the room AND I must book a new night. Will I go with hotels.com? No. I explained this is a terrible way to make a customer unhappy. I explained I am willing to pay a penalty but not 100% 28 days prior to staying. I want to stay so allow me. I checked this low occupancy hotel and there's plenty of room. Why stick it to me when you can easily make more $ from me, charge me a $30 penalty or even $50 but to hit me with 100%, you really push me away. I have a degree in Hospitality Mgmt and managed 700+ room hotels, and this website and Marriott stuck it to me and I didn't even stay.

I have been looking for a hotel in Austin, Texas for the last three days. I began to focus on one hotel - Aloft Austin. It suddenly appear in my Facebook advertisements. Then I received an email from Hotels.com with a special offer for this hotel of $159 per night versus the standard rate of $199 per night. 15 minutes after I saw this email. I followed the suggested link in hopes to find the rate. No such rate existed. I then searched many travel sites in hopes of finding it to no avail.

Planned a 2-week trip to Venice, Rome and Naples. Did a careful internet search to locate desirable hotels in very precise locations, e.g., 100 yards from the Trevi Fountain in Rome, directly on the Grand Canal in Venice. I then booked these hotels through Hotels.com. In EVERY SINGLE INSTANCE, we arrived and were told that, for some reason or other, our room was not available but they would move us to another hotel. They each had a very precise excuse. In Venice, we were taken to some back-canal dump.

I booked a room for two nights during memorial day weekend vacation. Received a confirmation email, "Thanks for using Hotels.com. Your booking is confirmed! You don't need to call to reconfirm." Credit card charged fully. When I arrived at the hotel around midnight. They don't have any rooms available and hotel informed me that Hotels.com was still allowing the booking in spite of no availability at the hotel. Whole vacation was spoiled because we needed to pack our bags and move between hotels.

I booked hotel on Hotels.com expecting MOREMONEY code at checkout would reduce charges by $50 (as advertised on the site for the particular hotel in question). Went though order process twice but found no place to enter code, so decided to submit reservation thinking would encounter before final checkout. Still did not. Reservation cannot be changed, so I was told by useless customer service rep. Felt like a complete jerk. I would not have booked hotel otherwise. Don't want you to feel like a jerk too. So use another site to book your hotel.

Hotels.com lacks any commitment to customer service. I have used them off and on for a couple years but with the first problem I encountered, I see they are not able or willing to handle issues even with "silver" level customers. I was charged $620 for a hotel room because of a system error on their part. They shared my credit card info with a hotel, cancelled their agreement with the hotel, removed all reservation information regarded the booking from my active bookings so that I had to book a replacement hotel for these days. I did this but was then billed for BOTH hotels with the first reported as a No Show. I spoke with at least 7 different agents who agreed the reservation was messed up and not accessible from my account and each promised a refund from either Hotels.com or through Hotels.com working with the hotel.

I had booked a room on Hotels.com in April, almost 2 month before the Check-In Date 05/24/2014 (Memorial Day weekend) for $67.80. One day before our trip I got email from Hotels.com: "Thanks for using Hotels.com. Your booking is confirmed! You don't need to call to reconfirm." Sounds great, ok. When we came to Waldorf Niagara Hotel at 11 PM with printed email with confirmation number I was told that their system have no information about my reservation!!! WTF?! I called Hotels.com, called back to hotel and... without any results. Moreover, in any case, at that moment they had only smoking rooms for $220. I will not use this booking service anymore!

Arrived at my hotel after receiving my Hotels.com email confirmation only to be told I had no reservation. The hotel was booked and I was summarily dismissed to the street.

I booked a three night stay at the Super8 Hotel in North Bergen, New Jersey. I few hours later, I had to cancel the reservation. I quickly discovered that I was not going to receive any kind of a refund. Apparently, they have a "hidden, no-refund, we-keep-all-your-money" policy. Sure, they apologize profusely, and blame the website, but in the end, they did not return one single penny. I would stay away from these guys. There are so many honest, ethical hotels that want to treat customers fairly, and keep them coming back, rather than take a one time cash grab.

Do NOT use this service. You will be INUNDATED with junk email. I have asked them numerous times to stop emailing me, except for emails connected directly with my reservations. The only option they offer re emails is to stop receiving their newsletter. Consider yourself warned.

Hotels.com is a very bad website. They cheat customers. We recently booked hotel Hilton in China and they charged nearly double price compared to ctrip.com. I send them proof but their price guarantee policy is an eyewash. I do not know how to claim back. I tried calling the customer service and they just hang up and find no ways. They are a big cheat and I would never recommend anyone to use this website. If they have guts they should call me and face me. Shame on to Hotels.com. Cheaters.

I booked 19 days of hotels through Hotels.com - the final 6 in New York. I prepaid all the bookings in the hope that I would get the rooms and facilities confirmed. But in New York and Las Vegas, they gave us standard double beds instead of queen beds. On protesting we found that although we had been charged for deluxe rooms with 2 queen sized beds, the hotels had only double bed standard rooms. The hotels confirmed that hotels.com had only booked their standard rooms, but you are told otherwise. This showed that whatever hotels.com claim as facilities may not be true. Never pay in advance until you checked the facilities as claimed. Hotels.com also promised refund discount for the inconvenience but later washed their hands saying we can do nothing. So much for trusting them.

I was traveling to AZ with my son for spring training. Somewhere between the airport in SF and Phoenix I lost my drivers license. I went to check into the hotel at 11:45 PM and the desk clerk refused to give me a room because I didn't have a DL. I had all the paperwork showing room had been paid and the credit card that was used to pay the bill, plus other credit cards. My son had his ID and obviously we both have the same last name. The clerk wouldn't budge. He sent me out on the street at 11:45 PM with my son, no rental car. After 3 tries, I found a hotel with a room available (very crowed with spring training).

BEWARE of Hotels.com They sold me a Hotel room in Germany that was 4 star hotel without determining the Air-CONDITIONING status. The hotel did not have AIR CONDITIONING. The temperature was above 80 F those days. Hotels.com refused to refund me for unused nights. I should have asked for a complete refund! BEWARE. They did offer me a 20% discount (refund) which admitted their huge mistake. This was only after 6 calls to supervisors. 5 supervisors calls were drop or they hung on me. Either way, it took 1 hr of international calling to get this small refund! DO NOT USE HOTELS.COM, THEY DO NOT CARE ABOUT THE CUSTOMER.

I booked a room in NYC through Hotels.com. It turned out the room was a shared room (i.e., a bunk bed in a hostel room) at a gay resort. The room was a hookup zone by design. I am not anti-gay, but nothing on Hotels.com made any of this clear. I was looking for a private room, not a gay hookup. I canceled the reservation and booked a room at the Extended Stay America in Elizabeth, NJ. (NYC was very full that night, so that was the closest room I could find at a reasonable price). I paid $100 in cab fare to reach the hotel, and arrived at 1 am.

We booked two rooms at Double Tree Hilton, Guangzhou for 2 nights on 5/7 & 5/8. We were charged $154 + tax per room per night. We met our Chinese friend who checked on the same day at the same hotel and paid $92 via Chinese web site inclusive of taxes for a similar room. On lodging a protest and asking for refund of excessive charges, Hotels.Com replied "We should have applied 24 hours before checking in for a price match guarantee and refund". We did not know the price discrepancy till we met our Chinese friend and came to know how much he paid. We did send them screen shots of Chinese web site Ctrip.com and also booking receipt of our Chinese friend. On contacting their 24 hr customer service on 5/16, Agent was not able to help and the manager hung up the phone. It has been a very bad experience with Hotels.com as I was charged 60% more than what Chinese sites were charging for the same hotel.

When I booked a reservation I was told by paying $30 extra I could cancel up to 24 hours prior to arriving and be given a full refund. My boyfriend found a cheaper rate. When I called back (5 min later) to see if I could get the same rate, which I could not, I tried to cancel. I was told they would charge me one night for cancelling. They put the FULL charge on my credit card at the time of booking. I would never use Hotels.com again. THEY ARE COMPLETELY UNETHICAL!!!!!!

I booked a hotel so we had a place to stay while our house was being remodeled. The remodel schedule slipped so we had to adjust our reservation. The email from Hotels.com said we had until 4:00 to adjust our reservation without penalty. I called a few minutes before 4:00 because I became aware that the remodel schedule was slipping. I was passed around on the call, and didn't get an answer until 4:30. They then said it was too late to adjust the reservation and I would incur a $99 penalty, which they already charged to my credit card.

On February 1, 2014, I made a reservation through Hotels.com. However, when I got to the Hotel room it was dirty and stinking. The Manager said that the maid got fired because she was not doing her job. That was not my problem. Therefore I left the hotel. But the Hotels.com still charged me for the filthy room even though I did not occupy the room.

On May 2, I contacted Hotels.com and shopped for a hotel for my son and I to stay. I asked the agent if I could put two cards on the bill because I didn't want to be billed the full amount on one card. The agent stated that she could do this. I gave her my card information and requested the amount to be charged on the bill. I then provided her with my second card information. The agent billed me for the full amount and I immediately requested that it be cancelled because it was not what I requested. Days later, I found the full amount deducted from my card. I contacted Hotels.com last week and was told that I would be issued a refund since it was their mistake. I followed up with them today and was told that they never agreed to the refund and I would have to contact the hotel.

The worst thing that could happen to you which is they take your money but when you arrive they deny room! Yep, I used Hotels.com for my trip to Istanbul. We booked two hotels, one in Sultanahmet (Letage Hotel) and another in Taksim Square (Elma Ottoman Hotel). We received 2 emails from Hotels.com, one immediate and another a day before check-in with text, "Thanks for using Hotels.com, your booking is confirmed! You don't need to call to reconfirm." The payments were also debited from my card. What happened, there was no hotel named Letage but it was named Meridiani. We found the place by picture. The receptionist complained of a burst water pipes and shuttled us to a nearby "sister" hotel which was smaller and no breakfast as advertised.

I cancelled a hotel within the prescribed period and was charged not once but twice by the hotel. Hotel stated hotels.com never contacted them to cancel so I had to mediate and call both sides to get my money back. I called and spoke in length about the issue, after not hearing anything after a couple weeks and called back and they told me they had no record of the call. Then I get an email telling me to send in a credit card statement proving they charged me, instead of contacting the hotel. So I did that... Three times. It's been three months, no money and I just got an email today stating I needed to fax in another statement.. I will never use hotels.com and will spread the news about the scam this place is running.

Hotels.com took the money out of my account for a room but didn't notify the hotel that I was coming. When I showed up at the hotel, the hotel refused to accept my confirmation email saying that they never received email notification from Hotels.com. In order to stay at the hotel, I had to pay again, almost double the price that was taken out of my account. I have exchanged several emails with Hotels.com in addition to three phone calls and one fax. I was assured that this issue would be taken care of in 72 hours. It's been 10 days and I am still waiting to be contacted. Thus I called Hotels.com and am currently on the phone with Hotels.com. I was just informed by them that the hotel in question will need to be contacted before my issue can be addressed. They say that they have no record of previous contact. When I asked to speak to a supervisor, I was disconnected.

It's been 3 weeks since the hotel we stayed at refunded our money. Hotels.com has not yet turned that money over to our account. I swear no one speaks English clearly. I've been hung up on twice and I just can't understand what the problem is. This is getting ridiculous. Hotels.com owns Expedia, Priceline, and others. You really aren't getting a price comparison. If you book through them, good luck getting any refund.

The hotel.com promised a free cancellation terms but still charge more than 30% of the room rates. Would like to know how can I proceed to make this right. This on-line service lie and ripping their customer off.

Since April 4th, I've been trying to get a refund for a mistake that Hotels.com made with my reservation. Four phone calls later, including two supervisors, it's now May 1 and still no refund! The time spent and frustration of speaking with completely incompetent employees and supervisors is not worth it.

WOW… DO NOT USE HOTELS.COM. They reserved a room in which I requested 2 beds and booked me 1 bed!!! When I called to complain, the guys had a thick Indian accent and had no clue about customer service. I was hung up on twice and then treated like crap!!! OMG. I will never, ever use them again.

We purposely booked a 2-night stay with the "Free Cancellation" option. It stated we had 3 days before our stay to cancel with no fees. So we called to cancel 6 days before and they said we are subject to a 1-night + taxes charge. We asked to speak to a supervisor and she said that we should have received an e-mail confirmation and in that e-mail confirmation, it states that we are subject to 1-night charge if we cancel anytime before the free cancellation date. Sure enough, the e-mail confirmation (after we already paid, mind you) has a different cancellation policy than what we saw we booked online. Here is the verbiage in the e-mail confirmation we received: "If you change or cancel your booking after 6:00 PM, 04/30/14 ((GMT-05:00) Eastern Time (US & Canada)) you will be charged for 1 night (including tax). If you change or cancel your booking on or before 6:00 PM, 04/30/14 ((GMT-05:00) Eastern Time (US & Canada)) you will be charged for 1 night (including tax)."

We made reservations with Hotels.com for 3 nights at the Ritz Carlton Coconut Grove in Miami on 4/22/14. We arrived with reservation and three emails of confirmation at the reception only to be told that there was no reservation on file. It was very embarrassing and humiliating. We were told that we had to seek alternative accommodation. We called Hotels.com customer service numerous times while at the hotel reception only to be put on hold and hang up on. This was our first time using this service and it will definitely be our last. The customer service is rotten. Just imagine being stranded at 5 pm with 2 small kids in place you are visiting for the first time. It was very frightening. I would not like to see this happened to another family.

It been over 20 days and Hotels.com hasn't provided my refund. The managers that don't speak good English hang up on me. They give me the runaround. They tell me to wait 72 hours and they have not provided the refund. I will never go back to this company and I would advise anybody else not to get hotels from this company.

Hotels.com canceled my reservation to Biloxi for me and my wife's 17th anniversary, the day before we were to leave. When I contacted hotels.com about the cancellation they told me they were not sure what happened but I can Rebook the reservation. I said sure. They wanted another $250.00 on top of what they had already charged. Watch out, hotels.com is a con. They will try to shake you down for more money. I will be contacting the attorney General about this.

I searched hotels in the area I was going to be staying for the night and hotels.com came up with the best price so I followed it to their site and started booking the room. I double checked the date to make sure it was correct because I was going to be arriving same day and there aren't many hotels in the area so I made sure the date was correct. The words free cancellation are printed on the screen. When I received my receipt it stated that my check in date was two weeks from the date I booked!!! I called hotels.com immediately and they put me on hold forever then came back and stated they would not fix the dates that their computer system failed to get correct and it is the hotels decision to make changes and they said they would not and that the only thing they could do was book me another room but I would have to pay for both rooms!!! He tried over and over to word it differently to get me to book another room with them and I hung up and called the hotel.

Changed our confirmed reservation from 2 nights to 1 night. All we did was drop one night and the rate went up 50%. Called the hotel and their rate was less than Hotels.com wanted... Doesn't sound ethical to me and I want nothing to do with them.

I booked a 2 night stay for June 13. I was charged the full amount, 2 1/2 months before the reservation date! I called the hotel we were staying with. I got a better rate for the 2 nights with an upgrade!!! Saved 30.00 in going direct! Their reason to charge the full amount up front, "We gave you a special discounted rate!" RIGHT!! Don't use their service, EVER!!!!

I booked a room on hotels.com and was informed less than 24 hours later (most companies allow 24 hours for mistakes to be corrected) that the room had been booked on the wrong date. I am not sure if I made a mistake or if their software performs the bait and switch to get more money but when I called them to inform them of the mistake they told me they could change it but would still charge me for the wrong day. I guess this is how they make their money by preying on unsuspecting consumers rather than operating at high level of integrity and customer satisfaction. When I called their customer service line I was routed to people in the Philippines whom I could barely understand and did not care whether I was happy or not. I will NEVER use hotels.com again and hope this review will help others so they don't have to learn the hard way like I did.

I am really disappointed with Hotels.com. I had made a booking for Swiss Star Apartments in Zurich and had received a confirmation from Hotels.com. It took me really long to firstly find the place after asking a lot of people. There was no reception and no key. I had to borrow a phone from a local person to call the office only to know that my booking was cancelled without any notification, even though I had a confirmed booking email from Hotels.com. My mother and I were on our feet with our luggage for over 4 hours finding hotels and eventually paying 5 times the price that we intended to. I will make sure that my friends and family never use Hotels.com again!

Made reservation on 4/12/14 for 2 nights. Received confirmation number. On 4/17 I received a cancellation email from Hotels.com stating I had cancelled. Called the 800 # and basically was told that Hotels.com did not have any record of a cancellation although the email was from their company. Stated the hotel must have cancelled it. I doubt seriously that a hotel can send an email through their website! The person I talked to called the hotel but they could not understand each other. Plus the room was already booked at a HIGHER RATE! Went to Tripadvisor and booked my own but at this late date it was much more expensive. We travel extensively and I will never use Hotels.com again.

I could have gotten it for the same price if I went direct. Their reservations are non refundable. Since it turned out I didn't need one night but they would not reimburse. They also did not give me credit for the nights that I did reserve and stay through their company.

I booked an apartment in Istanbul for three nights for a family vacation through Hotels.com. I received a confirmation email at the time of my booking, and then another three days prior to arrival. But when I arrive at Istanbul late in the evening, after a long flight and with three young children, I go to the hotel and they have no reservation on their system and no rooms available. I spend the next several hours wandering the streets of Istanbul with three young children and luggage in tow, trying to find a room for the night. When I tried to sort it out with Hotels.com the next day, they breezily advised me that the hotel had cancelled my booking because there had been problems with my credit card. No one thought to inform me. In fact, Hotels.com sent me a confirmation email a few days later saying everything was all set. Worst such experience ever.

Masters week at Augusta makes Columbia, SC a very busy place. Hotel rooms are fully booked. We arrived at 4pm on April 8 at Home town Suites (we had booked TownePlace suites by Marriott but it was sold 3-4 weeks earlier) to find out our reservation had been cancelled. In fact they cancelled all the reservations for TownePlace suites and they were fully booked. We had reservations for 2 rooms for 2 nights. Fairfield Marriott (right next door) found us 1 room for 2 nights with 2 queen beds at Courtyard Marriott. After 1/2 hour on the phone with Hotels.com, they did not find us rooms, but offered $100 credit for each room. Once home I contacted them and they changed what compensation they are offering to be only a $100 credit not $200 as promised.

I booked a hotel through Hotels.com. They charged my credit card but lost my reservation. When I called customer service they did nothing to rectify the situation.

First time using hotels.com: showed up to the hotel and they didn't have my reservation due to the fact that the hotel I had reserved had been bought out by a different brand and hence technically no longer existed. Despite having had my money for a couple of weeks, hotels.com was apparently too inept to call to inform me of this rather important piece of information.

I accidentally got Hotels.com on the phone while driving to book my 2-night stay at La Quinta Inn Longview, TX ... On Sunday morning at 8 am, I called the hotel to cancel the first night and only stay the second night... The clerk told me this was booked thru Hotels.com and she couldn't help me. I asked her before she hung up, "Is there any type of cancellation fee," and she said, "Only if you would have called tonight after 6 pm".... Then I called Hotels.com 49 mins later on the phone with people who can't very little English, can't spell at all and you must speak to them like they are half dead and deaf. I was informed I would be charged tonight plus a 50-dollar cancellation fee by hotel policy which was false ......and that is exactly what I had to pay which means the money went to Hotels.com not the La Quinta Inn which I verified post phone call to Hotels.com and La Quinta apologized for me being ripped off but there was nothing they could do... Don't use them for Anything Ever Please...

I received an email yesterday from Hotels.com saying that I cancelled my Resort and Spa reservation in Playa Del Carmen, Mexico. No way in hell did I do such thing! I have been wanting to go to this white sand beach resort since December and decided to take my 12-year-old son there for spring break and for his birthday present. I put so much research into this resort and have planned other activities around it. So when I get an email 1 week before I am supposed to arrive there saying my reservation has been cancelled, I went into shock.

I booked a room at Hotels.com. When I did my search for a hotel in New Orleans, The Sheraton appeared in my search results with a nightly price of $159 and, just below that was a green check mark preceding the phrase (in bold green letters) "FREE CANCELLATION." I booked the room, knowing that if I had to change my travel plans, I could do so without penalty.

My first go: I cancelled long in advance, within their policy limits AND THEY STILL CHARGED MY CREDIT CARD, falsely stating that I did not cancel within a reasonable amount of time -- despite my having it all in black and white print. I got my money back eventually after 2 months. What a waste of time. My second go with them (I so MISTAKENLY called): They ULTIMATELY charged me more than what they quoted on the phone. NEVER AGAIN. Just call the hotels directly for no "BS deals".

I had a mix up on my end and cancelled a reservation on hotels.com that apparently had a cancellation policy of one night penalty. (Btw, the reservation is 6 months away!) In trying to get a refund for the one night withheld or to rebook one night, I was told by hotels.com that it was hotel policy not to refund the total amount charged. After contacting the hotel catering manager (whom I trust), I find out that IT IS A LIE! In fact, the hotel receives no money from third party bookings! I'm projecting that hotels.com keeps all the money from all reservations and the hotels receive NOTHING! I would like to warn others about hotels.com's lack of ethics and flexibility. I will NEVER EVER EVER EVER use them again. I would love help getting the word out through social media so that others can be warned about hotels.com's method of doing business.

We spoke to 4 people. Hotel.com said they were not responsible for honoring the mobile apps price. The first person tried to help. The 2nd person was chewing a gum, talking and rude. Also they lied and said they had no supervisor. Then the supervisor came on and said she didn't have to honor the price as they were located in the Philippines?! She hung up. Many services offer hotel bookings and customer service is key to return customers. I will never use them and I will tell others to avoid it. Hotwire.com has been a better service for me.

Hotels.com which owns or is a part of Expedia just completely scammed me. Wow!!! I booked a hotel for one date, and the confirmation listed another - not even close to the dates I booked. My only guess would be that somehow the cache from the website or their program was faulty with the dates after I selected and confirmed and go the dates wrong on their end with the booking and confirmation. I do believe this was a technology problem. I called them to explain, and would have been completely fine if they would have even addressed the issue. HOWEVER, THEY SAID IT WAS ALL MY FAULT AND NO FAULT OF THEIRS WHATSOEVER. I explained I didn't make an error, that my wife and I booked it together and entered and confirmed the right dates. They asked for proof!!!! During the explanation, they said that they could not communicate further with me because I would not listen to their policy that they could do nothing for me. This is fraud!!!!!

I booked a room at Showboat in Atlantic City through Hotels.com. The room was supposed to be a smoking, "Deluxe" room with two queen beds - a more expensive option compared to other rooms available, that I was willing to pay for to accommodate myself and the three other people staying with me. I received a confirmation email saying that my "booking is guaranteed and all paid for", which led me to assume it was. Upon arrival, Showboat informed me that they only had non-smoking, single bed rooms left, and if I wanted to purchase a cot, I could for $25. This was confusing because I had already paid for a room with specific requests, but Showboat told me there was nothing they could do for me and to contact Hotels.com with any questions. It was extremely uncomfortable to share ONE bed with three other adults, and made for a very unpleasant stay.

I booked a 3 nights stay with Hotel.com for July 24, 2014. However, I found a better deal and cancelled my reservations and ended up paying $350.00 for my cancellation. I called and spoke with the Hotels.com manager and he informed me that was the resort's policy. I called the hotel resort and found out that was untrue and that their policy is cancellation 2 days prior to arrival that there is a fee. The resort supervisor was very nice and gave me her direct number for Hotels.com to call and resolve the issue. It's really sad to think how many people lost out and paid such a high cancellation fee. Please note that I cancelled my reservations 3 months in advance. I was reimbursed my money. There should be an investigation leading to a class action lawsuit. I will not recommend this site to anyone in the future.

I travel 100 nights a year. And, thought I'd try Hotels.com. NO Thanks you. The app doesn't work. Took my credit card number and never returned a confirmation. Then customer service deemed some foreign center. Still on hold as of this post. I'll stick with Choice Hotels.com. Hotels.com is all about "No Service".

I regret that I didn't read the reviews for Hotels.com before booking with them. Complete nightmare! Spent hours on the phone dealing with dropped calls & stupid reps! Never again! I booked the room in January. They tell you the room is guaranteed. When we arrived, the hotel told us it was not available, and that we had to PAY AGAIN for our room! That's when I completely lost it! What do you mean I have to pay for it again???!!! You're ** kidding me, right?! I'm not going to pay TWICE for a room! They said we would be refunded the original amount. I'm not holding my breath for that to happen! Please don't use their services. They don't care about you & all they care about is the money!

For a skiing holiday in Austria I reserved two rooms for one week at Hotels.com on the phone. After a couple of weeks I found out, that they have charged me for three rooms. Even though I only have received a confirmation on the two rooms, they completely denied to refund the money for the third room and stopped answering my mails and calls. They simply had stolen $1000 from my account, like simple thieves. I have never tried anything like that before, what are they thinking of?

I had a reservation for 2 nights in South Lake Tahoe for my family using Hotels.com. The reservation was for Deluxe Room, 1 King Bed, Lake View - Lakeview King at The Beach Retreat & Lodge At Tahoe. I got a room with no Lake view at all from more than 50% of the room. Instead it was full view of a building located in front. Getting close to the patio I could partially see the Lake. From the patio you could probably had a better view but the patio was locked.

I have been looking for a 4 star hotel in San Juan, Puerto Rico and downloaded the Hotels.com app in the hopes of moving quickly on a great deal. Today was the day! The Caribe Hilton Hotel, a 4 star gem, had a promotion for the dates of travel I was looking for that was an amazing $99 for a room with two double beds and a balcony facing the ocean. I immediately tried to book, but when I pressed the book button nothing happened. I backed out and went back in and the same thing happened. This hotel is usually over $299 a night at the time of year we will be traveling so I literally ran to my laptop and opened up Hotels.com and searched for the hotel. The rate on my laptop for the same dates of stay, the same room, the same Hotels.com was $179 a night.

I booked a hotel in the Fort Worth area 10 months ahead of time, and paid hotels.com, which was a HUGE mistake. When I arrived at the hotel it was fully under construction, which included scaffolding all around the entire hotel, lots of daily noise with major dust. This was second to the top floor since the "top floor will be more noisy." When I called hotels.com they offered me a "coupon." Hotels.com told me under false pretenses that I could use the amount and split up the money. Not true. One hotel reservation, that's it. Period! The following is a quote on how to use it when I called back and talked to someone real.

My credit card was compromised and a fraudulent charge made to book a reservation with hotel.com. This matter was immediately taken up with the hotel.com call center prior to the charge actually going through. After several days of calling and making claims, they have no record of our inquiries and proceeded with charging our account. Call center personnel refused to connect us with the billing department or anyone associated with credit card fraud.

I have always been happy with Hotels.com up until a few days ago. I have never had a problem booking rooms, quality with rooms or canceling. I use Hotels.com about 3-4 times a year. I did not see a "no-cancellation" policy on my room that I booked for a hotel near Waikiki. I found a room for $188.00 cheaper and wanted to cancel my room and because of their "no cancellation" policy - that I honestly overlooked, they would not let me cancel it. I had paid upfront to get a discount... do not do this!!!!! I rarely pay upfront, etc. but had never had a problem with Hotels.com.

We booked a room in Italy (Hotel San Gallo in Venice) for our honeymoon 5 months in advance. After reading some negative reviews, we cancelled our reservation less than 24 hours later. Despite an email from Hotels.com saying nothing would be charged until the time of our stay and a cancellation confirmation, we still got charged from the hotel. After going into dispute with our bank over this (because Hotels.com said we had to figure it out with the hotel), we came to find that we mistakenly booked a non-refundable room. Upon realizing this, we agreed to pay the charges and stay at the hotel who then came back to us saying that they have no room for us. They flat out responded that they are entitled to keep the money without giving us a room because we cancelled the reservation.

I am emailing you all as a loyal but very dissatisfied customer of Hotels.com. I have Booked all my hotels via their service for over 8 years, has been a great experience until now. On 4/3/14 at 11.02am Brisbane Australia time I called to book the Outrigger Reef On The Beach from the 10/6/14 - 22/6/14 and spoke to a customer service rep about my booking.

I moved to Birmingham, Alabama on December 22, 2012 from Richmond, Va., to finish pre-law and go on to law school. I turned 57 years old on December 24, 2012. On January 2, 2013, I had my daughter to book a room thru hotel.com in Birmingham, Alabama for myself and my lady friend who lives in Selma, Alabama. We were going to San Antonio, Texas the next day on a MegaBus. The room she reserved for me was at the Days Inn in Birmingham, Alabama at exit 123 off of route 59. We arrived at the hotel to check in. After showing my identification and getting keys to the room, my lady friend and I left with a friend of her and went to Walmart to get some things to travel with the next day and while we were out, we also got dinner.

We booked a room at the Aquarius in Laughlin NV thru them. We went online and asked for pet friendly hotels and they said it was. We booked it, got there and they are not pet friendly and Hotel.com would not refund our money so we paid for a room we were turned away from.

Hotels.com is probably the worst experience I've had booking any trip ever. Called their number and booked 2 reservations for Motels in Lincoln Nebraska and St. Louis, Mo. Told them I must be able to cancel on day of arrival. Received the E mails for the confirmation and found one motel in St. Louis. I could not cancel at all and the other one had a 24 hours cancellation.

Hotel.com SUCKS! I was charged for two hotel reservations when trying to book one. I was never told they had to be prepaid, only that I was reserving one hotel. $1500 dollars later and no hotel. It will be 10 days before I get the money back. I would never recommend or use them again.

I see Hotels.com hasn't changed their MO one bit. I went through a similar nightmare about two years ago (tried to cancel within a couple hours). The agent claimed he couldn't change the reservation and that I'd have to go through the hotel itself. Hotel said they had nothing to do with reservations. When I called back the agent put blaring music on while I was on hold for over 20 minutes (my husband could hear the music clear across the room). I finally called my credit card company; the wonderful card representative called the same number for me and got the same results. She was livid! She did some magic and got through. The Hotels.com agent was apologetic to her and quickly cancelled the reservation. The only recourse is to DEMAND that hotels cease doing business with these bullies and crooks!!

I booked two nights and asked 4 different times if I could cancel without penalty. Yes, I was told, as long as I cancelled before 6 PM of the first night. My plans changed. I called to cancel at 11 AM of the first night and was told that there is a cancellation penalty. I explained what I had been told and was repeatedly asked why I wanted to cancel. Finally the individual said he would check with his superiors; he kept me on the line for a long time and then came back and said he would cancel without penalty. But the first night's charge appeared on my credit card.

This experience with Hotels.com is probably the worst experience I've had booking any trip EVER. I had to call Hotels.com directly because the travel was last minute. After several attempts to book the travel with EXACT flights and hotels that I wanted to stay at, they couldn't even get that right (and yes the flights and hotels did have vacancy). When I finally received a confirmation for the trip, the agent had the WRONG hotel. After getting the hotel corrected, the points were not added to my account. Upon calling back, I was told that the points could not be added. When I was transferred to a supervisor, she told me that I had not used an agent to book the trip when I had clearly called to make the booking and did not use the website. And to top it off, I was disconnected from the supervisor I was talking to. To say that I'm disappointed in the level of customer service is an understatement.

I made a booking on Hotels.com with a deal that you pay at time of check-in into the hotel and you can cancel the booking before a certain date with no cancellation fee. For unforeseen reasons I needed to cancel the booking. I then noticed that within 24hrs I was charged the full amount. I have been chasing my refund for nearly 2 months and they have given me more excuses than you can imagine as to why the money has not been refunded. They are a bunch of liars and con artist. DO NOT BOOK WITH THEM!!!!!

I noticed a debit of 460 euros on my bank statement via hotels.com. I have never made a booking. I made dozens of phone calls to their customer services and on each occasion was told I would be connected to their accounts department. This did not happen. I eventually sent a copy of the fraudulent debit on my statement to Hotels.com as requested but heard nothing.

I sought to request a refund for one night booking which I had to cancel due to family illness. After numerous disconnects I was finally told that the request would be referred to their accounting department, to date which has made no attempt to contact me. My only suggestion is book direct with the hotel you wish to stay at or buyer beware... your choice.

I made a reservation through Hotels.com. I called 2 hours later to upgrade to a queen suite. They told me that I would get a penalty from the hotel. I called the hotel who stated that they could not modify a reservation booked through Hotels.com. I call Hotels.com and they stated that they could not modify. I asked if I could cancel as I was within the 24 hour notice window. They stated that I could not or the hotel would charge me a penalty which the hotel denies. What a mess.

I booked this hotel stay as I had work done on my house and had to stay away for a few days. One of the guys working on the house had an accident and the project had to be rescheduled, essentially moved out by two days. This happened some 23 hours before our check-in time. I called the hotel directly (a Sheraton) and they said I had to talk to Hotels.com for any changes.

They do not give you free nights, they don't take their jobs SERIOUS OR CUSTOMERS.... They hang up on you and they act like they don't like Americans. They probably steal people's free nights... One star Means ANGRY. I booked 20 nights and still no free night!!!

FYI: I only gave them 1 star because that was the lowest option. And 1 star was was listed as indicating "Angry." Yes, "Angry" accurately describes feelings toward Hotels.com. AVOID HOTELS.COM... THEY ARE CROOKS! BEWARE!! Here's our story, in a nutshell. Sure wish I would have checked this site before joining their "rewards" program. We have been a "Welcome Rewards" member since 2012. I know you can get rooms cheaper elsewhere (i.e. the hotel itself, Priceline, Expedia, Travelocity, Kayak, Orbitz, etc.) But we liked the idea of earning a free night, so despite their prices being slightly higher, and them requiring FULL PAYMENT UP FRONT, we decided to start using them and earn our free night.

Hotels.com allowed another individual (unknown to me) to use my Visa Credit Card number for a fraudulent trip hotel reservation out of the country in Hyatt Regency Trinidad. The traveler's name did not even match mine. Hotels.com makes the following false statement at the bottom of page 6: "3. Traveler name matches Cardholder's name. Please note that all our vendors are required to check ID prior to travel commencement." This statement is completely and totally false as our names and identities do not match, and the vendors obviously never did check the traveler's ID which would immediately show the fraud.

I will be as fair as I can. My wife and I made a reservation through Hotels.com for Traveler's Inn and Suites in Oklahoma City on December 16, 2013. Nothing fancy, just a room in order to catch first flight out in the morning. We arrived to find the motel sharing a parking lot with a "gentlemen's club", disabled and damaged vehicles throughout the lot, and a security guard with his overhead emergency lights ablaze. Hmmm... oh well.

We double booked the Hotel Omni in San Francisco in October 2013 and requested it be cancelled and sought a refund from Hotels.com, we did this 3 times before I arrived at the Hotel in December 2103. I was advised it would be paid out within 24 hours. A week later we called and were advised it would be sorted within the week. We tried again a little later, again it will be sorted within 24 hours. I arrived at the Omni Hotel in San Fran in December and asked them to assist.

On 1/23/2014 I booked a Hotel on hotels.com, the name of the hotel is Clarion Hotel in Ronkonoma, NY. The price for the hotel shown $73.02 included taxes, I checked my bank account online and I've seen a transaction of $121.46, stating hotels.com UK. I called my bank to dispute the charges, the representative from bank of america, called hotels.com, and they advise her that the balance for $121.46 is the correct charge for hotel, the $73.02 is in pounds not US currency. And I also have a confirmation email sent to me for the amount of $73.02. They advise me there is nothing they can do for me.

We used Hotel.com twice. They always charged on the credit card more than the cost on the website. When we call, they say, they will give us a credit and so on.. Booking through them was a very stressful experience. We will not use Hotel.com again.

I booked a room with Hotels.com and upon check in was escorted by security guard to a room with naked people in the bed they wanted me to have. Front desk refused to give me my money back. Hotels.com called the hotel and they said that I didn't check out until the following day. I videotaped the entire interaction at the front desk begging for my money back so I could stay in another hotel. I even asked them to call the police and they refused. When asking Hotels.com to resolve the issue, they had me on hold for thirty minutes going back and forth with the person at the hotel. Hotels.com should stand behind their guarantee. My experience traumatized me and ruined my vacation.

We had an ice storm in Michigan the night of December 21st. On December 22nd, I looked for a hotel room that would accept pets. It said that the Red Roof Inn had a room available. I booked the room and then tried to call them to make sure that they would accept my dogs. The phone call wouldn't go through. That should have been my first clue. I packed a bag and drove across town on treacherous roads to find the hotel was without power as well. There were no other rooms available in town due to the weather. I called Hotels.com at the first possible moment that night and got my reservation cancelled and they stated they were issuing a refund. I also received a $50 gift certificate for the inconvenience.

There is no way this is a 4-star hotel that you booked me at! I have a future booking in Anchorage later this month and if it is as dumpy as this place, I will not use your service again. I will also be sharing with my friends how I was deceived. After traveling from Alaska to Florida, I was looking forward to my 4-star hotel. The driver was late and made out of the way stops, the room is not what I expected with worn furniture and a lumpy bed. Deception is what I would rate my experience with Hotels.com.

Booked hotel for March. At booking, says that I will pay when I check-in or check-out. States in big bold letters the price. Check card statement for December (not March yet), notice larger charge (from hotel) than what was expected. Contact hotel. Hotel informs me they require payment in full for reservations. Fine, but completely opposite of what Hotels.com says. Also informs me that quoted price didn't include taxes. This extra cost was completely unexpected. Tell them that if they're going to continue to accept reservations from Hotels.com, they should make sure Hotels.com is giving out correct information. Get off phone, call Hotels.com. Transferred from first agent to some other department which apparently "has my reservation". Second agent defends Hotels.com at every turn.

Hotels.com is the worst website to book on. They advertise if you stay 10 nights you get 1 free. False advertising. They represent hotels but do not tell you certain hotels do not fall into this offer. I only found this out after my stay and never received my points. They take the booking and get the commission but the consumer gets nothing. When you try to discuss this all you do is get transferred and cut off. I have had a few other incidences with them and have finally learned my lesson to never use them again.

I had a very unfair experience with Hotels.com. Hotels.com is useful if you are CERTAIN that you will stay at your chosen hotel, and that you will not be making any sort of changes or modifications. On 1/4/14, I made a last minute reservation on my phone for the Ramada in Milwaukee Downtown. When we arrived, the room was dirty, there was a dirty shoe stain on the sheets, had a funky smell, and the heat seemed to be broken and the outside temps were -13... -37 windchill. We decided to leave within 15 minutes of arriving and within an hour of the reservation. The email said I had till 4 PM CST to cancel without penalty. So we talked to the front desk and also called Hotels.com. They confirmed that it would be cancelled and gave me a fluffy answer about a refund.

In November, I found the hotel I booked with Hotels.com $54.00 a night cheaper. I have called 7 times from 11/28/13 to 1/7/14 still no refund. These people are rip offs. They say they guarantee you the lowest price; trust me, they don't. It's all a lie. After I called today, they wanted me to call the hotel and fight with the hotel for the price adjustment. Wow. Stay Away. Scam.

I made a reservation at hotels.com and was charged in full. After my stay, checking out, the hotel refused to give me a receipt for the full price but gave one with a lower value (about 15%) than what I paid in the booking at hotels.com. The hotel said that they would only provide a receipt for the amount transferred from hotels.com and that was the amount. I emailed hotels.com and they provided a standard response saying that the only receipt available is the one in the hotels.com website. It's clear that the 15% is some sort of reservation fee, however, this value/fee was not stated in the reservation, but only the full price. This attitude is unacceptable and goes against transparency and reliability of the booking service. I'm tired of companies with such policies of hiding fees. I don't recommend hotels.com and I encourage customers to book directly at the hotel.

I used Hotels.com to make a reservation at a hotel in Breckenridge, Colorado. After making the reservation, I called Hotels.com to look into changing the dates by moving the reservation up one day (to start on December 27 instead of Dec 28). The person in customer service with whom I spoke put me on hold to call the hotel, and then told me that the dates were confirmed as changed and gave me a reference number and an itinerary number. I had a confirmation with the new dates on it. However, when I arrived, the hotel did not have my room because it never received the required e-mail from Hotels.com changing the reservation.

Arrived at Stay Inn and suites in Detroit on New years eve and it wasn't anything like the pictures online. We had three rooms reserved and after checking in we walked to our room and all the exterior windows in the hallways had been removed for remodeling, it was 12 degrees this afternoon in Detroit. We opened the door to our rooms and we immediately asked for a refund. The air unit was hanging out of the wall we could literally see people walking past our room. The tubs were filthy and cigarette burns were on everything. The rooms were dark and mold was present. My family and friends did not feel safe here and we were told that we couldn't get a refund because we booked online.

I booked a room at the Hotel Monaco in Seattle, Washington for a deluxe room with two queen beds and a separate room containing a small couch and TV as depicted in the images displayed to describe the room. When we arrived at the hotel, the room was nothing as depicted on Hotels.com web site. To make matters worse the price of the room was reduced on the website when we checked in compared to what I was charged at the time of the booking. I called Hotels.com as was originally told that if I would have called a day earlier before my cancellation deadline, they would have adjusted the price, but since it was after the deadline it was too late. I then asked to speak with a supervisor who told me the room I was looking at on their web site had only one queen bed so it was a cheaper room. I informed him the hotel doesn't offer a room with one queen bed, but he said I was misinformed.

I had made reservation through Hotels.com for a Holiday Inn in Florida. Trip fell through and 7 days before the arrival date, I called the hotel to cancel. I was informed that since the booking was made through Hotels.com, I had to cancel through them as well. Agent at Hotels.com immediately told me that the booking was nonrefundable and claimed that that was Holiday Inn's policy. I explained that I had dealt with Holiday Inn as a customer many times in the past and have had to cancel reservations and have never had any issues. I was told that I would need to call hotel directly which I did. Not surprisingly the hotel manager informed that a cancellation and a refund was not a problem but that I would have to go through Hotels.com.

I booked a hotel in Charleston, SC that stated "Get one free carriage tour when booking this hotel". This is exactly what I did. After several weeks, I rang their customer service and was told an email with the link would be forthcoming. After waiting well beyond their 48-hr. response time I rang again. This time I was told they would repeat the same procedure. Then suddenly the female agent said.... "Oh, our promotions dept. said because you selected to pay at the hotel this offer is not valid". I stated where on your website does it say that? In fact, I had taken screen shots where it clearly stated the offer with this "string not attached".

Traveling on hwy and need a place to stay for one night in st Petersburg, FL and called Hotel.com number. Was told of room available at a Country Inn and booked it over phone. Got there and front desk immediately told me we got ripped off on price and that they charge less if walked in of street a lot less. Also Hotels.com put me in a large suite instead of regular room which I could not change due to their no refunds rule. Found room to have roaches, smelled awful and water out of bathtub faucets pure rust water. Called Hotels.com and complained they were no help. Hotel was no help and told me they did not get my money, Hotels.com has it and it's not their problem for refunds. Called Hotels.com when we got home and was told a refund of 20%. Three weeks no refund. Called again and spoke to an untestable person but did understand would get a refund. Three week later, no refund. Called again and was told no records of ever calling at all and was offered a credit with them for future use. Did not get anything due to never calling Hotel.com rip off again to get screwed second time in overcharged roach motel.

Day's Inn!!? There's a new definition for 'roughing it', a Day's Inn without hot water in mid-December. Travelers beware, if you are going to Natchitoches for the 45-day Festival of Lights, avoid the Day's Inn on Hwy 6. We got up at 7:30 Saturday morning in room 402 and no hot water in rooms 401 through 405. We know this because we were traveling with two other couples. The front desk told us the problem was due to total occupancy. The manager was not available and staff was trying to reach the manager by phone. That same evening we returned to our rooms at about 8:30. Still no hot water. And the manager was still unreachable according to staff. But they assured us that we would receive some form of compensation. Warm water was finally available at 11pm Saturday night. On Sunday morning, we checked out having never heard from the manager and no form of credit or compensation has been received for our inconvenience. They did, however, give our traveling companions $18 off their bill! Go figure....!

I called the Hotel.Com center using free 1800 number yesterday, to book a hotel room in Asian country. The staff was so patient, kind and cooperative. She tried to find a room which is suitable for me and best to my liking. I am so happy and after thinking a few minutes, discussed with my family (which took a while), proceeded to pay with my credit card. I mentioned everything in detail as what she required in order for me not to miss any special deal/opportunity of the discount hotel. Then after she took all my card details, she disconnected our telephone conversation all of sudden after a long talk! I was so shocked, disappointed, and wonder why she would like to do this to me.

I am currently staying in a small hotel in Chiangmai, Thailand and wished to stay an extra night. I thought I would try to book through Hotels.com to take advantage of the stamps towards a free night's accommodation. I am paying the equivalent of around $48 Australian per night. When I logged in with Hotels.com I see they are advertising $245 per night!! Almost $200 more expensive!!! I also think they have billed me twice for a night's accommodation recently. They are not legit. Use another booking system!!!

I booked a hotel in Cambridge, MA through Hotels.com. My plans changed so I needed to modify my reservation for two nights instead of three. I went to the website and clicked the link that said "View or cancel a reservation", thinking this is where I could go to modify a reservation. The page that comes up tells me my reservation is cancelled. Huh? I thought viewing was also an option.

I just got off the phone with a representative from Hotels.com because there was an illegal withdrawal from my bank acct by them for reservations I never made. I have used them about 8 months ago, so I assume this is where someone from their agency got my info. When I called them about the unauthorized withdrawal, I am told I have to wait to get them to put my money back. It angers me to think that someone from their company has used their ability to access customers' info, make illegal transactions like that. Instead of reversing the action to replace my money immediately. I will never ever do business with this company again.

It is better you pay more for reserving with the hotel directly, than using Hotels.com service. I have reserved two rooms (king size bed, city or Mountain View) at the TRYP Hotel in Quebec City. When I arrived to the hotel, my reserved rooms were not available (what’s the point of reserving?). So, they said you can stay in the 2 double bed room, no espresso machine (as it was advertised), no mini bar, no view (view to the office building across the street). Hotel is not responsible for this. They say Hotels.com reserved rooms that were not available. And guess what? Now I called Hotels.com, spoke with the manager. They don’t take responsibility for this. He said “you should've called us before check in.” They don’t pay your money back. They offer you coupon for next time you use their services. This is like making fun on you.

I travel a lot and I make my reservation online. This was the first time that I tried Hotels.com and it will probably be the last time I tried them. We started looking for a hotel and decided to see how Hotels.com would compare to the other sites. We searched our dates a few times and as we usually do, we try different sites for multiple times to make sure that we have the best prices. So, we decided to go with Hotels.com and made our reservations. We also received a confirmation. I just found out that the dates were incorrectly calculated and that the hotel will not refund us at all. So, we lost a couple of hundred dollars for a glitch in their website. I have to say... Hotels.com is the worst thing ever happened to us.

I booked three hotels in the Philippines with this company for January. I specified the room and breakfast included. They have given me only one hotel with the breakfast. Won't change the booking for me even when I am wiling to pay more. Have rung them on many occasions and they say the tapes do not record me asking for breakfast. Work this out, why give me one hotel with breakfast and the others without. Have spoken to every sales person in India regarding this, am exasperated. They have lost me and many others when I spread the word.

I made a couple of reservations for a trip we were taking a few weeks in advance. I had not decided where I wanted to stay yet, but knew it was a busy travel time so thought ahead. When we decided not to head out of town, I cancelled the unwanted reservations. The next weekend, I received a confirmation for that same reservation I thought was cancelled for the upcoming trip. First, I clicked on a link in the email that said "manage reservation" because I thought, oh, maybe I missed something and I will go in and make sure it is cancelled again. When it came up into my account, just like before, It said "no upcoming trips".

Last week I booked a hotel in Thailand using Hotels.com I accidentally booked the dates for November instead of for January. So this was the part that was my fault. Here were the problems on their end.

I logged on to my account with my email address associated with welcome rewards and booked a hotel (>$900 for 3 nights). On their confirmation page they have an option to enter email address where they will send the notification to. I entered my wife's email address to send her the confirmation. Based on that, now they are refusing to credit the welcome rewards to my account saying that the email used was different. Even though I can pull up the booking using my account. 5 phone calls, emails and nothing resolved yet! Really upset and will never be using Hotels.com again!

Booked hotel reservations for my daughter coming to Nashville. Big letters saying cc will not be charged until booking ($450). Go to business lunch meeting today, picked up a $30 breakfast /coffee ticket for new client, cc declined for overdraft. And so were 3 more when I got to my computer. Naturally I called (the Philippines) and got no ZERO satisfaction except canceled reservations. Bull.

I purchased a traveling package from US Airways to stay at Fiesta Americana Coral Beach. I have to say the stay was absolutely horrible... I wanted to relax. I purchased the master suite... Every single day I was awakened at 8:00 am but ongoing construction not to include that they have a party rent out 95 percent of the hotel in which my access to various parts of the hotel was limited... I complained to no avail, I asked for a manager to come to my room to hear the noise but instead they sent a security guard who never knocked on the door...

I booked a room for my honeymoon at Queenstown NZ, Hilton to be exact. I had to move the date of my honeymoon a few weeks and I decided to call Hotels.com to see if they can help me moving my reservation only 2 weeks. I called 4 weeks in advance to the trip, and they did not help at all. When I reach the supervisor, she was rude and more close minded than the agent. They make me lose 2000 dollars... for no reason. I will not use this service ever again. CALL THE HOTEL AND BOOK THE ROOM WITH THEM. THEY ARE MORE UNDERSTANDING AND FLEXIBLE.

On 11/02/2013 I booked a hotel room in Chicago at Embassy Suites thru Hotels.com. I received a confirmation saying the room was booked, etc. Upon arrival, Embassy Suites had no record of it and were fully booked. I called Hotels.com who admitted they made a mistake. After an hour plus on the phone with Hotels.com, I was forced to rebook at the nearby Marriott for an extra $80 plus no free breakfast. I incurred an extra $150 worth of expenses (breakfast for three, extra parking fees and hotel cost). Hotels.com refuses to refund these expenses even though they admit it was their mistake. They offered me a $50 voucher for my next booking through them instead. They do no honor their agreement and refuse to make just compensation even after admitting it was their mistake. Do not book through them!

Email confirmation did not include the hotel's reservation number and Hotels.com did not provide the hotel with our names. We had to call Hotels.com to fax reservation confirmation to our hotel before we could check in and change clothes for a formal dinner. Hotels.com took so long we were late and security would not let us into the dinner until the keynote speaker had left the building. This ruined our entire plan for this trip. DO NOT USE HOTELS.COM.

I was notified by my bank that my credit card had been compromised. I called Expedia.com/Hotels.com to dispute the charges. Initially, I was told by an agent of Expedia.com/Hotels.com that my credit card had not been used, however after asking to speak to a supervisor, I was informed that my credit card was currently being used to book a hotel room in Great Britain. They told me that although the person was currently in the hotel room, that they could do nothing to help me.

First problem: Paid hotels.com for hotel in Italy; the hotel required me to pay again, and after 3 years, hotels.com says it cannot refund the double payment. Second problem: Different hotel in Italy, which said it did not have a reservation for me; hotels.com refuses to refund my payment that I made to them. In my opinion, hotels.com does not care about the customer, only about taking and keeping the money.

I sent the page from Expedia that showed they were offering the same hotel room for $13 a night less, and asked them to meet their advertising that they would match any lower rate. They provided every excuse, i.e., will not match price without a page shot - I provided. They said they could not change online. I called. They said the exact room was not available (the cheaper priced rooms were actually upgrades). I told them I would exchange for the upgrade. Not possible.

I booked two hotel rooms through Hotels.com for a weekend with family in New York. I called Hotels.com to cancel the hotel room, which required multiple calls and long hold times and disconnects from their customer service (if you can call it that). They charged me in full for both rooms anyway. After many calls, I finally got them to refund 2 of the 3 nights, but they charged a one night 'late cancel' room rate despite the fact I called them to cancel. The Hotels.com 'supervisor' Angel (no last name provided) refused to refund and disconnected the call. Stay away from this consolidator! And, BTW, the rates on their site can be obtained in most cases by going directly to the hotel.

We reserved 2 hotel rooms in NYC through Hotels.com. When we arrived, the hotel only had 1 room reserved. They charged us an additional $500 for a room with a fold out bed. So we paid $1700 for a room that should have cost $600. Customer service at Hotels.com was rude and when I asked for a supervisor was given to a woman named Lucy who was even ruder and refused to do anything to help. BEWARE OF THIS RIPOFF WEBSITE. I AM FILING A COMPLAINT WITH THE STATE ATTORNEY GENERAL and am going to take them to small claims court.

PLEASE PLEASE PLEASE do not call them (online might be ok). They subcontract the calls outside the USA to answer calls. The "call centers" make you speak super slow/repeat everything then after all that they mess up the reservations. Thankfully I checked my confirmation email the day before the family trip, this = 2+ hour call fixing the issue! They booked us at the wrong resort AND the suites were the wrong sizes. NEVER AGAIN! Read your confirmation emails. If you don't you might be in for a not-so relaxing vacation. Cheers :)

I am looking for a hotel in London for a long time planned family trip. I found a deal that seemed very attractive through Hotels.com and I booked it, mainly because it had a green flashing banner indicating "free cancellation" next to it. After consulting with my family I wanted to add one more night to my reservation and called Hotels.com for it. I was told that I can't make any changes and if I cancel the order I will be charged for one night plus taxes. The customer service rep on the phone indicated that it is said on the website in their term of cancellation but that it totally shady. It may be so in small printed letters but that is so far remote and false from the "free cancellation" indicating on their front page. This website is lying to its customers and charging them for a great deal of money by playing "small print" games. I just lost $112 due to their unethical conduct. My booking number was **.

My boyfriend and i booked a hotel room in New Orleans for 10/25-10/29. We spoke with an agent on 10/15 that said that the reservations could be cancelled at any time without any penalty. We further reviewed the hotel and the location and decided to not stay there. The hotel has prostitutes in the lobby and the hotel makes you leave your key at the front desk when you leave. There are reviews that state that personal belongings have been stolen from guest's rooms and the hotel does not do anything about it. We had tried to contact the hotel numerous times before yesterday, 10/23, and they would never answer the phone for either number that was provided. Last night, 10/23, we decided to change our reservations and to book with another location.

My story is pretty simple. I booked a room through Hotels.com and the room cost plus fees were about $154. This was my big, bold 72-pt font number. After I confirmed my reservation, I was notified that there was another $22 that was going to be charged by the hotel. What?! When I called the Hotels.com customer service line, they informed me that the $22 should have been apparent before I confirmed my reservation. After I looked around, I finally found it in smaller font underneath the "final price. " I find this highly misleading. Am I kicking myself for not noticing it? Sure. But I'm plenty upset that this is yet another hidden type of fee that we all seem to have to be more and more careful with as we book hotels, airlines, car rentals, etc. online. Hotels.com users, be careful!

I booked a room, as many times before, received the confirmation e-mail several hours later that stated "Thanks for booking with us. You don't need to do anything else just look forward to your stay. Your Hotels.com Confirmation Number is **." It also mentioned ,"Your booking is guaranteed and you'll pay at the hotel in their local currency." Fantastic, I thought all sorted then. Apparently not! At 5 am this morning, they sent an e-mail stating that the hotel was actually fully booked, my booking "attempt" had been unsuccessful and that I could feel free to ring their sales team to find another hotel - apart from the fact that they provided an American toll-free number and I am based in the UK, I found this quite unacceptable.

I made reservations through Hotels.com about a week and a half ago. First, I must say that the website is deceptive. Upon searching for hotel availability, a listing of hotels comes up, and next to each hotel name is a different 1-866 phone number. Since they are all different, I assumed that the one next to the hotel I was interested in was a direct number to that particular hotel's national toll-free phone number. Upon calling, I was not told that I was speaking with Hotels.com.

Always been a pay cash guy for years, but decided on a whim to book near Boston for a weekend getaway. One thing they omitted was the motel was under construction which would have pissed me off if I booked for a week. I can see how using online third parties can lead to disaster. Next time, I will devote more research and (duh) contact the hotel directly.

Hotels.com failed to process my reservation. Then, I entered my reservation request online for a second time. This reservation had also failed. I received an email asking me to call customer service to ask them to complete the reservation request. Customer service said that they would charge me a fee to do this. Charging me a fee for customer service is not customer service. I cancelled the reservation on the spot and will never use Hotels.com again.

I booked a 3-night stay in Florida for 2014. Yes, more than a year in advance. I used Hotels.com because of the "best rate" supposedly. I never authorized Hotels.com to charge my credit card nor is it on the printout I made. I just happened to log on to my Discover card account to make a payment and there I find the surprise of $300.25 from a "TravelRes" company. After calling the disconnected number, I find a toll free number that does not provide ANY live support. I went to the website to cancel my reservation and disputed my charges with Discover because after reading all these complaints, I doubt they would bother refunding any of that unauthorized amounts.

On Tuesday, Oct. 15, I made a booking for a hotel in DFW for December dates and paid via PayPal as I do not like giving out my credit card to companies here and there. I prefer PayPal. After looking at my flight information, I realized I messed up and had the wrong dates (I had booked for 2 nights when I needed a 3rd night). I tried to change the reservation on Hotels.com and it gave me an error stating that I had to call them to change. So I called them. The lady on the phone was very nice and added an additional night. I explained that I paid via PayPal and she said that was no problem and that I would receive a confirmation email within 2-4 hours of the changes made.

I had to cancel a reservation for which the promised cancellation policy was a $25 fee and that the rest would be refundable. When I canceled it, Hotels.com suddenly changed their policy to non-refundable. They claimed that the cancellation policy offered to me during booking was a website error and that they cannot refund the money.

I booked a trip with Hotels.com to secure a hotel in Europe during my stay. Due to conflicts with connecting flight schedules in Europe, the flight I was supposed to be on switched time frames. I called to adjust the hotel dates and was told there was no refund and I would have to pay the lump sum. I asked to switch the dates, speak to a supervisor named Jacky at 7:45 PM EST and was told, "That is not our policy." When I mentioned it was more than two weeks' notice, she reiterated that was not the policy. I requested executive escalation and was told they did not have an email, just a physical address in Texas. I will proceed to write them a letter.

I booked a hotel in New York on August 31st and paid with PayPal. I canceled 2 days after, and since then, I am unable to get reimbursed. The exact same things that I read here: many phone calls and emails, hours spent, information given on my credit card and PayPal account, etc., etc... I even got a reimbursement confirmation number 2 weeks ago, and nothing since then.

The advertised price for the room was $176. I booked 2 nights knowing that taxes and fees were not included. The reservation was non-refundable. The tax recovery fee was $151.66. I had no idea. They said the fee was stated on the site before I processed the charge. I never saw it. They will not do anything to assist. The reservation is 100 DAYS OUT. This is fraud.

Booked 2 hotel rooms through Hotels.com. As we were preparing to check out of the hotel we received an itemized list from the hotel for $200 less than what we were charged through Hotels.com on one room and $85 less on the other room. When I called them to ask about the significant price difference they said there was nothing they could do about it - you had to find the lower price 24 hours before your stay. It does indicate this in their rules, but bottom line, with an almost $300 price difference I will book directly through the hotel next time as I can not afford Hotels.com best price guarantee.

I checked into a hotel in Yuma, AZ and there were Cockroaches in my bed and in the bathroom and between the bed behind the light stand. This happened an hour after lights out. The same thing happened next door in our friend's room. We left that same night. The reviews that I submitted were straight forward and all were rejected and I starting to dum down and "sanitize" them and still were rejected??? What do they want, to write them their selves? Maybe using the term Cockroaches was not PC? There are plenty of other sites to use. Bye-bye to Hotels.com.

I made a hotel reservation for a 3N stay in the Philippines, which I had to cancel due to poor weather conditions. It's been over a month, and my refund has not been processed. When I tried calling the customer care line - I had to wait 10 mins. only to be told that the system was down and to call back again later. During the entire conversation, the person I spoke to was incoherent, unfriendly and seemed to have no interest in attempting to solve my issue. Attempts to email them have been ignored. This is absolutely ridiculous! I'm planning to contact PayPal to see if there's anything they can do to get my money back from Hotels.com...

I reserved a room through Hotels.com at the end of August (8/22) and promptly cancelled it the next morning as I'd found a hotel through the same website that was closer to my destination. Since then, every 7 days I've been needing to call Hotels.com as my money has not been refunded. I had paid through PayPal for the hotel room and even went through PayPal to try to get my money back. I have called each week since the incident to inquire as to why my money has not been refunded and I keep getting the same story. For whatever reason, my refund was not processed by the billing department and I have to start the entire process over again. I've even provided my personal bank card information on 2 separate occasions because they stated that PayPal wasn't accepting the refund.

I had a trip to DC planned for the weekend of October 4-6, 2013. I was scheduled to visit several institutions which are government owned and operated, and which were going to be closed. On October 1, right after the midnight shutdown, I called Hotels.com to cancel the trip. They LIED TO ME and said that they called the hotel and that the hotel was refusing to cancel my reservation, therefore they were keeping my money. I called the hotel DIRECTLY (Westin in DC) and spoke to both ** and ** who BOTH agreed to cancel my reservation with no problem whatsoever. They ALSO TOLD ME THAT HOTELS.COM NEVER CALLED THEM!!!!

I called up Sept 16 and Sept 17, 2013 to reserve a room for two nights being I was coming up there to do a volunteer for an event. I was told there was a special for $55.20 per night and I thought that sounded like a deal. I asked for non smoking and I asked what did this place have as far as amenities and they said there is no business center but have a wifi connection for my own computer, also have shared bathroom and that I can check it out on their website. So I checked it out and thought it didn't look bad. The day I came to their hotel on Sept 21, 2013, I realized there is no parking as they never mentioned it to me so I ended up barely parking at the front of the hotel and I found out from Stay on Main that there was a charge for parking $15-20 a night. I said I wasn't told that from Hotels.com and the person who waited on me said they are (Hotels.com) suppose to tell me this. I said I would like to cancel as I noticed the environment, the hotel as it is more for college kids in a rundown and bad area and the parking was so inconvenient.

Due to the Government shut down, an engagement my wife and I were going to attend was postponed. When I booked the hotel room though Hotels.com, I did choose the non-refundable option because after talking to my wife, we knew we were going to go to this big event that was never canceled or postponed or rescheduled before to the best of our knowledge. The customer service person at Hotels.com held to his guns and would not allow me to get credit to change the date of our stay. I understand a non-refundable but how about giving the consumer a break to reschedule for circumstances beyond our control? The hotel chain was of no help because we did not book through them. I think that my wife and I will not attend this rescheduled event but still make the trip to use this non-refundable room for her birthday weekend celebration. Too bad there is no one in this town that we know well enough to ask to celebrate with us.

I spoke with a Hotels.com rep over the phone in March 2013. I had this rep help me find a suitable hotel for three nights in Surrey, BC called the Compass Point Inn (On King George). The hotel was to be kid-friendly as I have two toddlers who love to swim. "Yes there is to have a pool", the rep said. We show up to the Compass Point Inn from our six-hour drive and were happy to check in. The front lobby area and reception seemed to be adequate with no complaints. We check in and unpack our luggage with two happy to be out of the vehicle and soon to be in the pool kids. We gear up the kids for the pool to find out the pool is a no go. In fact i'm told that the pool has a leak and the hotel doesn't plan on fixing it because they are shutting the hotel down.

I used Hotels.com app for my iPhone 5. I entered the VISA information, etc. When I went to book the hotel, their website simply informed me that this hotel in Venice had been fully booked, and to please try another hotel. So I did. Unfortunately for me, the booking was actually done anyway... So when I got home to Seattle from Tokyo, I had two email confirmations of non-refundable bookings for the same day in Venice. Venice hotels are not inexpensive... I called on 4 different occasions to Hotels.com... I was told they would call me back in 32 hours, with a case study... They never did. Basically I am being ripped off, because I had to cancel one of the hotels, which according to their website, I had until 2 days before to cancel the reservation.

My Wife and Son booked a twin room at the Piries Hotel in Edinburgh in May 2013 through Hotels.com. They paid in advance. When they arrived at the hotel there was only a double room available. The hotel receptionist spent about half an hour trying to locate a manager as they had no other rooms available and she did not know what to do. My Wife and son eventually left to find an alternative hotel at a great hope in the cost as they needed a suitable room. This was found and they paid a second time for the overnight stay elsewhere.

Incompetence, neglect, carelessness, failure to rectify the issue other than to offer me a voucher to use for their service at a later date! I had not used their services since 2010 because of a similar issue. Therefore, I have no interest in using Hotels.com again. I feel that I am due a complete refund. They booked an incorrect hotel; therefore, I had to move and now eating out more because there is no kitchen in my current room.

I am happy to say that Hotels.com has acknowledged their error and refunded my money. I decided to go straight to corporation head and voice my complaint. I got Sandy in Tier 3 who investigated the matter and acknowledged the error as theirs and refund my money in 3 days. My best advice when you have a complaint is to go straight to the top - corporate offices and get someone there to listen to the complaint. I wasted about 10 phone calls and about 12 hours, repeated the same story to the main line with no effect. Next time I have a valid complaint, I will go straight to the top.

Advise never ever to use this company. I found a cheaper price after I'd made a reservation. Contacted Hotels.com. They said they would price match after my stay. I've now been waiting 7 weeks and still no refund. I've made endless amount of phone calls and spoke to several managers who have said to wait 3/5/7/10 days, still nothing!!! I've also been promised vouchers emailed which I have not recieved. This was also from a manager. I don't get any response from emailing them. I have reported this company for fraud as I've provided them with my bank details 3 times for a refund so am quite concerned what they have done with my details if they haven't processed my refund. Never in my life have I experienced such shocking customer service. Please don't ever deal with this company.

I had a buddy come into town I had not seen in years late. Our original plan to go boating, couldn't work out because the last bus had left by the time he arrived. We had a few drinks and booking a hotel downtown seemed like a great idea as I had 9 Hotels.com points so in effect we could get two nights for the price of one. I have never had a problem with Hotels.com before. Before it appeared I was dealing with people in the US.

Hotels.com is horrible. We were in Dallas, Texas and went to the wrong Sheraton hotel. The receptionist said it happens all the time and call Hotels.com to switch. I told 5 customer service reps and finally the supervisor said we could switch for an extra $400. We couldn't understand a word the rep was saying if that was the total fee or extra. After 2 hours, we just said we would go to the other hotel. We asked if it was cancelled, she said no. Then she cancelled it. We had a cancellation fee of the entire fee of the hotel. If they didn't outsource their customer service, we might consider using Hotels.com again but they wasted our time and money. Thanks, Hotels.com.

Made a reservation/purchase online with a zero penalty cancellation clause. A few hours later, I realized I could have saved about $50 by booking through the hotel directly, which I did (and they didn't want me to pay for my stay months in advance like Hotels.com does). Immediately cancelled, and a month later I am still battling with people in a foreign call center who can't figure out why or how my Paypal/credit card charges aren't refunded. I'm furious. Do not use this company!

I did my search for hotel deals and I found out that for the one night we needed on Sept 13th for the price of $152 at Hotels.com, so I book our one night stay through Hotels.com. I then went to check my email for our confirmation # and upon me reading the email from Hotels.com, they had changed our dates to Nov 4-6 which was for the wrong month and too many days. So our charge was $524.76. So I called Hotels.com and told them what their own website did and she said she would call the hotel too see if they would allow the change without a penalty or keeping me to Hotels.com's dates... Hotels.com gave me a one night price of $194.35. I told Hotels.com that they weren't giving me a deal on Hotels.com for one night, it shows it for $152.00.

I had booked several hotels thru Hotels.com with no problems. This booking, their agent made reservation errors and booked it as a guarantee booking to Hotel. I booked a reservation on 7/15/13 that was suppose to able to cancel with no penalty or fees until 8/5/13 for an 8/12 and 8/13 stay at Hotel Metropole in Sorrento, Italy. When I called on 7/17 to cancel the reservation, they could not find it as the agent input the confirmation # wrong and could not find it under my email address as she also input that number wrong. They were able to find it under my phone number and stated that the agent input as a guaranteed booking in which the Hotel Metropole was billing my charge card direct. I told them that is not correct as this was a reservation only and should be able to cancel until 8/1/13.

If you change or cancel your booking after 6:00 PM, 09/07/13 ((GMT-06:00) Central Time (US & Canada)) you will be charged for 1 night (including tax). If you change or cancel your booking on or before 6:00 PM, 09/07/13 ((GMT-06:00) Central Time (US & Canada)) you will be charged for 1 night (including tax). So why not just say there is a 1 night charge for any changes or cancellations and stop the madness?

I booked a block of rooms for a group, and our plans changed such that I needed to change the city we are staying in on 9/7/13. I booked with Hotels.com on 8/19/13. I received an email confirmation which included the following cancellation policy: If you change or cancel your booking after 6:00 PM, 09/05/13 ((GMT-05:00) Eastern Time (US & Canada)) you will be charged for 1 night (including tax). If you change or cancel your booking on or before 6:00 PM, 09/05/13 ((GMT-05:00) Eastern Time (US & Canada)) you will be charged for 1 night (including tax).

I booked a two-evening stay at La Playa Carmel, a wonderful resort in Carmel-by-the-Sea California. Hotels.com charged me $885.82. When I checked out of the hotel, my charge was $682.24. This means that Hotels.com charged me $203.58 commission for the booking. This is so preposterous that I will never use Hotels.com again. And I advise anyone thinking of using them, to check other services and even consider using a travel agent. The hotel apologized to me but told me there was nothing they could do.

I was doing a hotel reservation at Den Hague in Netherlands for OCTOBER 24 to 27 and I did the procedure, expecting to get a screen to revise my reservation and in just one click the PURCHASE not reservation was done. I find out that I write 9 instead of 10 means September and I want OCTOBER. I contact immediately the office of Hotels.com and they told me there are nothing to do, and I must be there in September... and not October, and they CHARGE to me. No any choice to change dates or refund the money...

I did a Google search for an all inclusive hotel in Manzanillo, Mexico. The Wyndham Isla Navidad Hotel came up. Everything looked great. I thought I was making a reservation with the hotel wrong. The reservation was for this hotel but through Hotels.com. On their choice of room page they listed a Superior King with the perk 3d night free. Also the price was $189.00 lined out and the new price was $149.00. I took the room and the total price was $449.00. I must have been stupid because $149.00 times 2 isn't $449.00. Hotels.com did not send us an itinerary page. So we drove 6 hours the next morning and got to the hotel. Now I have over the last 3 years stayed only at all inclusive hotels.

I called on a Sunday night at 11:45 pm to ask about room rates. I was told they had a great deal, but only 2 rooms left. I declined to book it because I did not talk to my husband to see if he could go. The agent ASSURED me 3 times that we had until Midnight the next night to cancel... The following morning we decided that we could not go at that time and went to cancel the room. And SURE ENOUGH they did not HOLD my reservation with a credit card, they booked it. I called and spoke to a Supervisor that could not help me, just told me that I was responsible because I had until midnight on Sunday night to cancel (15-minute cancellation policy???). The booking is 2 weeks away and they are telling me it's TOO LATE?! This company is fraudulent and unethical! I will never book another trip on line again! Do not TRUST THEM! They have this fraudulent policy so that they can STEAL your MONEY!

I just attempted to book two rooms in New Orleans and this is what Hotel.com did. The guy gives me a rate of $120.00 for two nights each room. He took my phone number and e-mail. He told me I could pay with the credit card or he would just reserve the room with it and I could pay when I arrived at the hotel. I told him I would pay cash when I arrived. Suddenly, the phone disconnected. I waited for a call back as I provided my phone number but never received the call back. I then called Hotel.com back.

Don't ever book through these people. Their phone center is in the Phillipines and you cannot talk to an American. I booked a two-night stay at a condo/hotel in Oklahoma. When I arrived, the place was a dump. After I was given a key card for my room, a pest control guy was spraying the room. Broken down cars in the parking lot, furniture in dumpsters everywhere. People lived there, the vacant condos were for rent. Isola Bella. STAY AWAY! Looks nice online, wait until you arrive. Now, Hotels.com refuses to refund me for 2 nights when I never even walked into the room. I went directly back to the office and said, "No thanks, I'm not staying here." H.com has charged me for 2 nights which I am disputing on my CC. Book direct people, same price, better service.

As I was stating in my last review, the hotel was horrible dumpster out front in parking spaces and I was getting to the pool when I accidentally submitted. The pool was neon green! You couldn't have paid me to pick a $20 bill up out of there. We decided to walk into the room without our bags for fear of what it could possibly look like given the overall appearance of the hotel (wise decision). The first thing you see is the hole in the wall behind the door, and the smell is overwhelming of smoke and something wet and soured. The refrigerator and microwave at first glance are the nicest things in the room until you see the roaches.

I booked a hotel for my boyfriend, two year old daughter, and I on Kayak.com which I have now become aware of their partnership with Hotels.com. The hotel we chose was the Days Inn Chattanooga-East Ridge. The pictures of the hotel were lovely and the price was even better. We were so excited to go because it was my daughter's first trip to the aquarium. Well Saturday August 17, 2013 was our check-in date and we arrived at the hotel rather late 10:30ish p.m. Upon arrival the front desk associate was very rude. He even slung my boyfriend's license back across the counter instead of handing it to him. The hotel itself appeared old and worn from the outside and looked to be in a very shady location. As we were pulling around to our room the first thing we noticed was a huge dumpster sitting literally in the parking spaces in front of the rooms almost on top of the walkway. We then pulled around to our room above the pool.

We recently stayed at the Quality Inn at 206 Corporate Place in Alcoa, TN. We WILL NOT stay there again and we will be posting on other websites about the "quality" of Quality Inn. We were there for 9 days (Aug. 9-18, 2013) and for the whole stay we continually had to make requests and ask for things that are normally supposed to be provided without question. So it brings to question, just exactly what is your 'level' or what do you consider to be "quality"??? When we all checked in and went to our rooms on the third floor, we were immediately hit with the smell of cigarette smoke as soon as we exited the elevator. That was not acceptable. None of us smoke and don't want to be in contact with it like that and my daughter-in-law, who is pregnant, certainly did not want the exposure to it.

I used Hotels.com to book a room on August 17, 2013 in Blue Springs, Missouri. I did this from cell phone, after finding 2 reasonably priced hotels full. I asked for a room under $50, with two beds, NON-SMOKING. I quickly had a room booked, but the price for it ended up being about $80 for a very modest place, and the room was a SMOKING room, which really smelled, as did all the towels, etc. It was late; we stayed. At least we got 2 beds as requested. I do not recommend using this service. I will avoid it at all costs in the future. Get the 800 number of the hotel chain you want to stay at.

Booked a room for a family of four, then found out the room was a single king size room. Called to change/cancel room and was told they could only cancel the reservations and would charge for the first night then re-book the double room I originally requested. Customer Service is obviously outsourced as the language barrier was ridiculous. Price for the room was no cheaper than if I had booked direct with the hotel, who were very understanding and explained they get a lot of complaints about Hotels.com.

There was a death in town of a 12 year old - changing the schedule of events!!! They would not let me cancel one night out of two of my reservations!!!!

I booked and paid for a 6 night hotel stay in Romania for June 2013 in May 2013. I received confirmation emails from hotels.com and was assured all was in order. After checking out of the hotel, I was told that Hotels.com had not paid the hotel and I would have to pay them and get a refund from Hotels.com. As soon as I arrived home I called Hotels.com. They apologized and accepted the blame and promised an immediate refund [R 5621.64]. I was told it would come through within 30 days. It has been over 30 days and still no refund.

I booked a hotel this morning for Mackinaw City, MI for $77 on Hotels.com. In late afternoon, I arrived at the hotel and was informed that the rate before tax was $95, which was $18 more than agreed upon with Hotels.com. I called them and spent the next 90 minutes trying to reconcile this with Hotels.com. I also spoke with two supervisors. I asked to have the reservation cancelled and they said there was a 48 hour notice needed even though I had booked 8 hours prior. They wasted my time and were dishonest, motivated by greed. I will never use Hotels.com again, and I pray you do not get tangled up with them either. By the way, I found out that Hotels.com sold my booking to another company.

On May 24, on my way to DC from Boston late night, I tried to book over the phone a room; I booked with Hotels.com and when I arrived to the Hotel after 30-min drive, the hotel had no free rooms. I called back to the Hotels.com. They apologized and gave me a $50 credit and refund my reservation. Then I decide to find a hotel myself. It was Memorial Day weekend so all the hotels were full. So a little after midnight, I decide to call again. They booked for me but when I arrive to the hotel after almost an hour drive... Guess what? The reservation was made for the next day... Thank god they had free rooms so I could get one.

Hotels.com entered wrong date for motel reservation. They sent us a confirmation via email without the itinerary of the registered dates so we had no way of verifying what we ordered. When we arrived at the Holiday Inn Express, they had no record of our reservation. After extensive investigation, the motel found the date for our reservation was the 18th instead of the 9th which we thought we had booked it for. We tried to get the reservation changed through Hotels.com noting it was their mistake. They said an additional $20 was required. I expressed to them it was their error and we would be willing to rebook it at a later time. They said an additional $20 was required.

I went on an overnight stay at Mt. Washington Valley Inn in North Conway that I booked on Hotels.com. The photos looked very pleasant so we had no reason to believe it would be bad after all we would only be there for 1 night let’s make the best of it. NO this place was not fit for my dog! I booked 2 rooms and they were horrible holes in the wall, peeling wallpaper, fecal matter on the blankets as well as a horrible smell in the room and the water. They misled us at every level from a game room (only 1 game in a room) to a bug and chlorine infested pool as well as molded towels in a bin and mold on walls.

I called Hotels.com for information prior to using the online booking. In the end I allowed the agent to search and assist in the booking and I ended up getting booked into 2 hotels at the same time in the same city. I found out about it when my card was declined while trying to book a room directly at another hotel in another city on our way home. The CC company put a hold on my card because of the suspicious activity from Hotels.com booking me twice at the same time. The initial error by Hotels.com was compounded by the hotel (who was booked solid) when they took the money anyway.

My sister and I needed accommodation in Bloomsbury near to the British Museum and I booked through Hotels.com, initially for 2 nights, the 3rd and 4th July. We were booked into the Cavendish in Gower St. My Sister arrived from Canada and was not too well so I cancelled the second night as I thought it would be too much for her. I made the cancellation on Saturday the 29th June well within the 24 hours allowed. The hotel was unaware of the cancellation & I was told we would have to stay 2 nights. The gentleman was extremely offhand and quite rude. I have no complaint with the hotel apart from the rude gentleman, the complaint is with Hotels.com who failed to cancel the room and who have still not refunded the 135 owed to me. Since July I have called the customer services, was on the phone for an hour on one occasion, I have sent numerous e-mails and the only response I get is an electronic reply apologizing for inconvenience.

We booked 2 rooms in a motel in Lennox, MA with Hotels.com. The rooms were supposed to be non-smoking. When we entered the rooms, not only was there pervasive stench of smoke, but also of mold and god only knows what else. Basically, the rooms were uninhabitable. We left. Hotels.com refused to cancel the reservations. Hotels.com's advertisement of this property was totally dishonest. They do not stand behind their claims.

Very unhappy with the way they handled my request for reimbursement for early check-out. Still did not get my money back after 4 days. Their customer service says they have to contact the hotel. The hotel tells me to contact Hotel.com. So I am caught in a catch 22 loop! I WILL NEVER, NEVER DO BUSINESS WITH THEM IN THE FUTURE. Anyway they’re completely useless. Honestly I thought I was dealing with the hotel!

First and last time using retards here. I was driving, called Hotels.com free number. Guy said the hotel 113554147061 had 4 rooms left. He said Waterpark was included. LIE ONE. He said 2 beds room, LIE TWO. NON SMOKING ROOM - lie THREE. He did say because I was ordering same day I can't cancel. Ok fine right???? Got here. I paid for room already, so done deal. Waterpark inside is EXTRA unless ordered together. One bed, two people slept on floor, rollaways are $20 extra EACH. CALLED FOUR TIMES ASKED TO SPEAK TO SUPERVISOR ALL 7 TIMES INSTEAD OF SUPERVISOR GOT HUNG UP ON!!!

I booked the Westin hotel for 4 nights in Guadalajara, Mexico for an expo I was visiting there. The first day I arrived, I became sick (I think due to the fact that they have NO windows to open). It's completely closed windows with only central air for A/C or heating. It could be a bad air in the room. Honestly, I don't know why I became sick. Anyways I saw a doctor who gave me medicine. I couldn't eat but mostly drink. By the third day, I was a little better that I decided I lost my business trip and I will go home early to recuperate better with my family who cares. I told the hotel I am leaving one day early and at checkout they said, "Sure, call Hotels.com who made your booking with us and they will refund your one-day stay."

I booked a room from the online site of a local hotel. I called the number listed because I was booking for a special event. I gave the code to the special event and the person told me they didn't have that listed. I asked if I was talking to a rep for that hotel. He said "Yes." Then he told me "that event is sold out, but we have other rooms." When I received the charge reading "Hotels.com" - I was shocked. They lied about who they were. I obtained the right number and called the hotel. They had plenty of rooms for the event and at the right rate.

If you are reading this before purchasing, consider booking the hotel directly and ask them to price match hotels.com. Husband booked a room for two nights and there is no path through them to change the date whatsoever, even though they advertised that we could. When we got an email, it said, "Do you need to change the date?" We clicked on it and found that there were different prices for different date changes. We would click on it and it would kick an error. We called and the first time, we were told we could change it for a $100 fee per night.

Two weeks ago, I scheduled a three-night stay (Friday, Saturday and Sunday nights) in Annapolis, Maryland to attend the wedding of my step-daughter. As fate would have it, I became ill. I decided I was better off making the 800 mile drive home from Annapolis on Sunday rather than Monday. So, I canceled my Sunday night reservation. My illness intensified and I was forced to cancel the remaining two nights of my reservation. I received a refund for one day from HOTELS.COM. I sent them a very nice email explaining the situation. Their response: the following outcome was perfectly fine with them.

I booked a hotel suite at the Edgewater hotel at Pismo Beach. We were so excited. I have never been in a room like this. I was told it was fully loaded including a fire place and overlooking the ocean. Well, when we got there, the room faced a street. This was not even a deluxe suite, no fire place, not even a stocked bar. It just was a room with a coach and a room with a bed. The place had a very strong odor of whatever they clean with. The carpet was in very bad shape and very dirty. And they booked us a day too early so we stayed two nights and paid for three at the deluxe suite price. I just sat on the sofa and cried. They would do nothing to help us. They said it's our fault. Edgewater did nothing to help either. Hopefully our lawyer can help.

Hotels.com promises that with membership in their service that you get 1 free night for every 10 nights you stay. What they don't tell you is that you have to wait 72 hours after your last stay to get the credit for staying there which, in my case, delayed my free night by a week (as I have 2 days off and 5 days on, so I did not hit the 72 hour period.) Then their customer service representative said, "No, you have to have 10 nights in a single month." Well, I pointed out that I had stayed from the 30th of June until the 4th of July + 7 July to 11 July + 13 July to 17 July + 21 July to 25 July which is more than 10 days in the same month. Even if you discount the last week, that's more than 10 days and I should have my last day.

We stayed at the Rundlestone Inn Banff Ab. No problem with the website but when I called the hotel to check something about the Inn they had no record of our reservation. That was the first problem. Resolved by the hotel not Hotels.com. Got to the Inn and it was not at all as advertised. Second problem. Our room had a view of the parking lot not the pool as advertised. It was shabby, dirty and outdated with the hardest bed I have ever slept on. When we returned home, I called Hotels.com and was told that I would receive a coupon voucher with 24 - 72 hours. That was a week ago. Third problem. I spoke with a supervisor, Nash, this morning who told me that it is 72 business hours so maybe by August 1. If you are used to staying in a nice hotel, this is not the site for you. I would only use this again to book a hotel I have recently stayed at and know is ok.

I called Hotels.com to check on availability for a specific hotel for a friend who would be visiting in 2 days. First of all... to even check the availability, she asked a lot of stupid ** questions that would have no bearing on whether the room was available or not! The PERTINENT information that I gave her was I wanted 2 BEDS, NON-SMOKING for 1 NIGHT!!!! She put me on hold for 3 minutes (not too long except she had already wasted 5 minutes asking the damn questions). Meanwhile, these stupid little boxed kept POPPING UP on the website, that this particular hotel was booking like crazy in the last 5 minutes...

We spent all day moving out of our house. By the time we finished we could not get into the storage shed to finish up until the next morning. Since we were an hour away and completely worn out, we decided to stay in a hotel knowing that we would have to return in the morning. After checking with a couple of hotels, we were told that all the hotels close by were booked due to various activities going on. I then decided to get on Hotels.com to find something quickly. After doing a search, I was able to find a hotel about 15 minutes away and I booked it. To apologize, she discounted our stay by 25 dollars.

I booked a room and received a confirmation. Upon arriving at the Hotel on 7/20/13 I was told by the hotel that they received a call from Hotels.com that morning stating that they were moving me to a new hotel because my reservation was not in their system. I did not receive a phone call, only a text at 10:30 pm the night of my stay. I was on the phone and standing in line for 45 minutes. Hotels.com did not submit my reservation to the hotel so there was no reservation. I attempted contact with Hotels.com and was told even though I submitted a complaint they will not contact me in any way to address it. I was also speaking with a person from Hotels.com that could not speak understandable English. Horrible experience and horrible customer service. I will never use them again.

Booked a room for 2 persons at CDG (Paris) Airport. A few hours later I found another web site advertising room for 2 at the same hotel for $43.47 less. Filed a “Price Match” request on Hotels.com and sent them all info requested. When I received a reply I was informed that my request was rejected because the lower price was for a different type of 2-person room. When I checked into the hotel I took a picture of room prices and sent it to Hotels.com. The price posted for a 2-person room was the lower price. The price I paid was for a family room. They have only one price for a 2-person room.