Hotels.com Reviews

I made a reservation through Hotels.com, which was cancelled on the part of Hotels.com writing to me, that occasionally a hotel may not confirm a booking. Subsequently I booked a second hotel. In the end both charged me. I have contacted Hotels.com multiple times over the past two months and have been promised a refund many times over for the charge of the initial hotel. Except, it never happens... I am out of pocket 500 CHF and they do not care. Absolutely shocking customer service, I hope this never happens to you with Hotels.com. Needless to say, I will never use them again.

I specifically called Hotels.com rather than book online because I needed a handicapped available room with a roll-in shower. The person I spoke to, similar to other comments I have read, went off line and came back on and assured me I got the last room available with a roll-in shower. When I arrived at the hotel they did not have a room with a roll-in shower available and said that is not what Hotels.com booked with them. After being on the phone with Hotels.com for over 1 hour they could not get me another room in the area with a roll-in shower and 2 beds. They found one with one bed so asked them to book a second room at their expense since it was their screw up. They refused and the supervisor named Darcy also refused. She would not put a higher level person on the line and basically said it was my problem. Also the Hotel told me that the difference between booking it with them vs. Hotels.com was only 3 dollars difference. I will not use Hotels.com again.

This started with me attempting to reserve a hotel room via Hotels.com from a link that came up during a search on Google for hotels in Omaha. I attempted to reserve a room for July 14 to 16, but after I put in my credit card info, I got a reservation conflict error message that essentially said I had two reservations. I clicked the link for more information, and it appears as though I reserved the same hotel for July 21 to 22. I stopped at that moment, and called their number three times. On the third attempt, I got someone who sounded Filipino and was helpful. She told me because it was non-refundable, that there was going to be a cancellation fee. I hit the roof (inside, but stayed nice on the phone). At the same time, my wife called our credit card company to begin disputing the charge.

Sunday, June 30th, we checked in at the hotel for Holy Convocation was at church in Atlanta. Someone told about this hotel and they checked a room out, which was a showroom. He said it was okay to stay. But he did not see the roaches, not bed bugs, and the filthy beds. The first night I stayed, but by morning I had bites on my leg which I thought were mosquitoes. Tuesday morning there were more bites all over my neck, arms and legs so I called the front desk and reported it. The manager called and I told him. He came to the room, I would think to see if I was telling the truth, and he told me I had to get another room but not take my things. He paid for washing and dry cleaning of the clothes, but we had to call the Corporate because they gave us a runaround.

My very first interaction with Hotels.com has been disappointing and I feel cheated. I suspect the trustworthiness of Hotels.com and their transparency. I made 4 bookings with Hotels.com through your call center in India. I was helped by one Mr. **, a sweet talking guy, with full of enthusiasm. He promised that he has booked me as follows:

I booked a room Sunday afternoon, 7-9-13. 2 days later, I found the same hotel 15 bucks cheaper @ motel.com. I called them up, got overseas customer service, and asked if they had price match, said yes. After 5 minutes into the call, they said they can't match after the fact. Don't use them, use another site.

I've been calling since Sat. and have yet to get answers. I had to drive 8 hours to this stupid hotel and book a room so my son could stay after he gave his age to you. This is awful. I had to take two days off work and book a room. I was told Sat. when they called, they would get some refund back. Well, guess what? - nothing. We've been calling every day. I wonder how you would like to get a call from your son and hear him say, "Oh the place, Hotels.com, said I would be kicked out, Mom, if you don't come down..."

I booked a room in Cheney, WA, for three nights at the Holiday Inn Express through Hotels.com. We travel with our dog, and the customer rep assured me that the hotel had pet rooms available, although there was a deposit. I was on hold while she allegedly checked with the hotel and found that, voila, we could have the last pet room. I remember I was excited about this and went to find my husband and tell him. We arrived in Cheney hot and tired after a 10-hour trip to be told at the check-in desk that Holiday Inn has a zero-pet policy and has never allowed pets - only service animals which is a legal requirement. They were adamant that we could not stay - no exceptions. As an aside, the staff at the hotel was completely unsympathetic to our plight.

I had room booked and prepaid at Mount Robson Inn Jasper for nights, 21 & 22 June. Cancellation clause stipulated "free cancellation up to 16:00 Mountain Time 19 June. After this you will be charged 1 night (including tax)." On the morning of 21 June, I tried to drive to Jasper but Highway 93 was closed due to floods (Alberta had had torrential rain and Calgary evacuated 10,000 people and 3 died). I drove to Kamloops and phoned the hotel. They stated that credit would be given if Expedia/Hotels.com phoned them. I called Hotels.com and explained the problem and asked them to call the hotel. They failed to do this. I sent Hotels.com an email complaining; they answered, "No refund can be given, Mount Robson Inn policy."

Hotels.com engages in classic "bait and switch" tactics. The "average nightly rate" that your search results display is not the "average nightly rate" you are actually charged once you give them your credit card. Mine differed by over $20/night. When I called in, the lady actually tried to confuse me by telling me, "It was only an average," and "The room rate changed every night". I replied by telling her I knew how to calculate an "average", and that I didn't appreciate her testing to see if I knew basic math in order to justify what is universally considered to be an unethical business practice.

We booked a hotel for 2 nights. When we realized that it was too far from our destination, we went to cancel the reservation 10 minutes after. We went to cancel but the cancellation date hidden in the Terms of Agreement was the day before we booked it. We called the hotel but we still haven't been refunded at all.

The cancelation statement that they gave me was full of irrelevant details in order to mask (hide) the real cancellation date. In other words, on June 4th, I did a reservation for June 25, and they gave me 16th of May as cancellation date. For sure, I did not realize about it. Now, they are telling me that I accepted it in that terms. Can you believe it?

I will not use Hotels.com because they depicted the man of the household as an ignorant loser and the wife as the savior. Call me crazy, but too many companies are doing it. I boycott all who do. Find another way to sell your product.

First, let me tell you that I travel all the time and have stayed in different hotels and hostels many, many times. I made a reservation through Hotels.com for 1 night stay at Blue Mountain resort. We got a two-bedroom suite. The next day, I decided to upgrade my room to a three-room suite so I called the hotel directly. First of all, they told me I can't make any changes since I booked it through a third party and not them which made sense and I had no problem with. But then she also mentioned that they won't promise that by the time we get to the hotel that we get exactly what we reserved or even an empty room and when I asked her why, she said, "You booked your room through Hotels.com and we cannot promise you any room, so if you come in and we were fully booked you won't get a room!"

After spending the day at Walt Disney World, we decided to make last minute hotel reservations in the Downtown Disney area. To avoid having to go from hotel to hotel (at almost midnight with 3 children sleeping) looking for availability, we tried booking two rooms at the Wyndham Lake Buena Vista by calling the 800 number listed on Hotels.com. Thinking we would be connected directly to Wyndham's reservation department, we discovered that we were connected to a call center somewhere outside of the US and had an extremely difficult time communicating our needs to the call center operator. Out of frustration, we hung up and ended booking and paying for the two rooms online only to find that when we went to check in to the Wyndham, it had been sold out for 3 days and there was no availability.

We booked a hotel at the last minute so we wouldn't have to drive 5 hours after a ball game and the Hotels.com agent assured me that the hotel was comparable to a Days Inn and that our family would be very comfortable. Well, we got to the hotel to check in and it was a complete dump! The manager first sent us to a room that had corrosion in the bathroom and told us he had to put us upstairs in a different room. He walked us up to the new room and the room key didn't work and he told us that his master key is the only key that can work and if we needed to leave the room and re-enter, we would need to ask him to let us back in!! We had our children with us and they were completely freaked out by the situation.

I began using Hotels.com a few months ago simply because of their rewards program of staying 10 nights and receiving 1 free night. I am a very regular global traveler with my work and I stay in dozens of hotels every year. As you can imagine, I very quickly racked up enough nights for free stays but coming to claim them is IMPOSSIBLE! Following a simple email error on my account and many, many, many emails and calls, Hotels.com simply refused to answer my complaints or even acknowledge the problem exists?! I am absolutely furious about this and will NEVER use their "services" again. I strongly suggest you do the same.

I booked a room in December for an event that we had planned in June. I called today just checking on my reservation only to find that I had no reservation. I called Hotels.com only to find that someone cancelled our reservation and it wasn't my husband or me since we knew we were going to a function in June. I asked for a supervisor only to be hung up on. I called back and asked for a supervisor, only to be hung up again. This was my first time using Hotels.com and I tell you, I will not ever use them again and will tell everyone I know not to use them. My husband and I travel a lot and have never been treated so badly. I am po'd. Luckily, I found another hotel but it is 12 miles away - very, very disappointed.

Using online site, I made the reservation on 4/25/2013 for 4/27/2013 and paid with PAYPAL. I cancelled online on 4/26/2013 at 5:50 am. Hotels.com refused refund because cancellation was made online.

Our family has a trip to the Cape Cod area planned for August and I booked our hotel at the Radisson in Plymouth, MA for 4 nights through Hotels.com. I booked 3 rooms for our family and have paid in full for the rooms. Unfortunately, due to circumstances out of my control, we must delay our trip by 1 day and therefore, I called Hotels.com to cancel our first night's stay. I've read many reviews stating calls are handled through a call center outside of the US and yes, the woman I talked with sounded like she was from India (TJ). Regardless, TJ said she'd go ahead and cancel the first night; however, I would still be charged 100 percent of the nightly rate for the 3 rooms ($425.25) because this stay is non-refundable.

I contacted Hotels.com by phone on 5/28 and booked a room at Holiday Inn in St Louis. On 5/29, the charge was on my credit card. On 6/14, when we arrived at the hotel, there was no reservation for us. We contacted Hotels.com and they had no record even though we gave them the confirmation number they gave us. Even the people at the hotel talked to them but still nothing. We ended up having to pay for the room again. Hotels.com is refusing to refund our monies since they show no record, but yet their name is on my credit card statement with the charge. They refuse to even research it after we contacted them several times and even spoke to a Michelle who stated she was a supervisor and wouldn't help. These people just want your money and you get nothing.

I booked a hotel in Dublin, and a lot of the people who have come back from there recently said the hotel is in an appalling state, dirty, tired, had to climb to the top of the building to their room, no working shower, and the list goes on. I have tried to contact Hotels.com by their customer services, but when I clicked onto it, the page turned up white with only the message: "Bad request." This concerned me, so I went onto the actual site, but the same thing happened. I then decided to phone them and I was on hold; then the line went dead. I have done this a few times now, and the same thing happens. I am worried, as it looks to me like they have gone into liquidation, and I need to sort this hotel before I leave.

I have booked many times with Hotels.com and never had any problems. But don't expect them to answer you or sort things out if you do have a problem. I booked a hotel for my husband and colleague in Tel Aviv 6 weeks ago, got confirmation from Hotels.com at the time. 3 days before they were due to leave to fly to Tel Aviv, I received another confirmation from them saying everything was in place, and I did not need to reconfirm anything. And my husband left for his trip.

I booked a room last night on Hotels.com. We proceeded to check in just to find out that there was no one there after 11pm to check us in. I stayed on the phone with someone from Hotels.com for 30 minutes trying to relocate us. We were found another hotel, and the rep called to verify that they had rooms and gave me a confirmation number. I was also told that he was giving me a $50.00 refund towards the pet fee, since it was $75.00 and the other hotel was $25.00, a $25.00 fee for misc., and a $100.00 voucher towards a future room.

The first time I booked with Hotels.com, I needed a handicapped room for my mom who has one leg and is in a wheelchair. This was very clearly stated to the person I spoke with. Fortunately, I checked on the room a few days before our stay, and the person at Hotels.com had booked my mom into a regular room, and no wheelchair accessible rooms were available for the night we needed! Luckily, I spoke with the hotel manager who was kind enough to move people around because he understood the situation.

I made a reservation through Hotels.com for the Hampton Inn in Schenectady, NY, since the hotel itself had no rooms left and Hotels.com had ONE. Five days later, I received a call cancelling the retreat I was to attend, so I did not need the hotel room on May 4. I called hotels.com and they had a three-way call with the Hampton Inn. The hotel decided it would allow me to cancel and refund my money. However, the charge on my AmEx has still not been reversed. I have called the Hampton Inn three times a week and emailed the GM, but no one returns my inquiry. I called Hotels.com, but they said it was up to the hotel to refund me the money, as they were already paid for the room. This is ridiculous!

I was quoted $148 a night for 2 nights at the Holiday Inn Express. However, after they took my credit card info, they informed me the total would be $373.20. That is $73 over the quoted price. When I asked about the increase, I was told it was "taxes." Feeling like it wasn't such a great deal anymore, I asked about the cancellation policy. I was told I had until 6pm on June 14th (that was the following day) to cancel. I went ahead and booked the rooms. 20 minutes later, realizing the town the hotel was in is 50 miles away from where I needed to be, I decided to cancel and look for a closer hotel. I was then informed I would be charged a penalty fee equal to 1 night's stay plus tax (about $186).

I made a reservation and called back in less than two hours to cancel said reservation (I attempted cancellation online first, but was unable to do so as per Hotels.com's website notification). I then had to call the hotel itself where I cancelled the reservations and received info on penalties they incur for cancellations within 30 days. Days after this, Hotels.com still did not notify the hotel that I had cancelled the reservation. The hotel was going to charge an additional 10% fee (based upon room charge) because they did not receive such cancellation from Hotels.com.

When attempting to make a reservation for a hotel in Rome, when I submitted the request (complete with credit card number, etc.), a window popped up saying the room was no longer available and it displayed a list of alternatives. I chose another and booked it again with credit card, etc. Then I got an email from Hotels.com confirming my first request. Then one confirming my second. I called Hotels.com and explained, saying I did not want the first one since I was told when trying to book that there were actually no rooms. The person was very apologetic and said that I was indeed just booked in the second choice.

When I realized the reservation was made for the wrong day, I called customer service to see if the deposit could be transferred to the correct date. I wasn't asking for my money back, just moving it to the date that I thought was requested. The first person was from India and I could hardly understand her. I was put on hold for 20 minutes!!! I had to hang up because I was getting on a plane. Later that day I tried to call again. This time the person was from El Salvador and I was on the phone for another 25 minutes!!! They kept saying the hotel had to approve the change, but I had called the hotel and they told me it wasn't a problem with them. It was Hotels.com that needed to credit them.

The one star is there because you can't leave a zero. I had booked a room at one of our favorite places for my wife and my second anniversary. We were looking forward to staying there; however, my mother-in-law has Stage 4 cancer. She was admitted to the hospital 3 days before we were to leave for our trip. Knowing we would not be able to make our plans, we canceled them. And as soon as I asked for a refund from Hotels.com or perhaps a credit of some sort, their email system would not work. And when my brother-in-law talked to a (so-called) customer service rep, he was given quite the runaround with no answer but, "We have to wait 72 hours for a decision, etc". Suffice it to say, my wife and I will never use Expedia.com or Hotels.com again!!

I made a reservation with Hotels.com and the website said that I could cancel the reservation up to 24 hours in advance. When I received the confirmation, it said cancellations are not allowed. I need to cancel my reservation 2 days before but am unable to because the hotel said this is a non-cancelable reservation. Make sure you print the webpage before making the reservation to prove that it said you can cancel. Hotels.com should be responsible for what they put on their website and honor it.

We recently booked a room with Hotels.com for a family vacation in one month. Due to a budgeting issue and a scheduling conflict, we needed to change our hotel booking. We wanted to cancel our current booking and book a different hotel at a different location. I called Hotels.com to explain, to ask for a credit or a refund, and to book another room. I called customer service and I spoke with two different people over the course of 20 minutes. In the end, they stated they would not give me a credit or a refund. Our family situation had not changed and I still had to cancel the room, but Hotels.com kept $250 of our vacation money. We will be booking another hotel room, and this was the first and last time we will be using Hotels.com.

I never write reviews, but I am angry after my second bad experience with Hotels.com. It is just not worth it. I booked a five-night stay at a hotel in Ireland, and the cancellation policy said 24 hours notice of check in. I was going to check in at 7 pm and called to cancel at 1 pm the day before. But of course, the guy on the phone said that 24 hours really starts from 12 am (which isn't even a proper check-in time) the morning of the day. So you really have to call 1.5 days ahead. Okay, I did screw up and cut it too close - my fault.

Be warned, anyone booking through Hotels.com: very poor customer service! I have used them for years, but that stops today! I had a room booked for July in Rosemont, IL for the American Idol Tour, and they changed the concert date to August. This was a birthday gift to my daughter and Mother's Day to my sister, and I tried to change the date to no avail. Hotels.com was very rude and wouldn't change it, and neither would the hotel. My penalty to change it is the full night that I paid for! Really?!

If I could give a one star, I would. First of all, their price on my selected hotel were $50 higher per night. Higher than the actual hotel's website. However if I booked the flight and hotel together, it was cheaper than booking them together. I have been scoping out the price for 3 days. It has not changed. I went to book the flight and hotel. After confirming and entering my credit card number, I got a notification that the price of my package went up $68! It did not even give me an option to make changes to my package to reduce the cost. So I immediately called customer service and sat on hold for 20 minutes. The lady told me that prices change by the second and the website is in real time, constantly updating. Then she hung up on me.

We booked a room near the hospital where my wife was having surgery so that she could have a few days for her recuperation before we travelled home. We arrived to find that the hotel had no record of Hotels.com reservation or the charges Hotels.com had already taken against our checking account. After two hours of phone calls, we got a room, but not before my wife was exhausted from waiting in the car, not the best way to prepare for an early morning surgery. At the end of our booking, we decided to stay an extra two days. We went to the hotel desk hoping to get the special discount rate which Hotels.com had promoted during our booking online. Imagine our surprise to discover that the Hotels.com rate was a bit more than twice the usual rate from the hotel itself! Satan will be shivering under a pile of electric blankets before we book with Hotels.com again.

I made a reservation for our family of four. I made it for a room with a double bed and a roll away. I was first offered a room with one queen bed; we said no. Then they said they had what we wanted so we booked. Then we received emails about our single bed room. We have two teenage children - we would never have booked this room. Each time I called, they assured me that we had the room with two double beds.

I just booked a room in Eugene, OR with non-refundable rate and received conformation email. I showed up at the hotel and it was booked full - no rooms. The front desk at the hotel said they had turned seven people away already that night that had booked through hotels.com. Scam!!

Remembering last year's experience, I checked on the email receipt and saw that they cheated us again... We will NOT book with hotels.com. And others should also stay away from such sites that cheat the public. This is our 2nd time being cheated by this website... We went to their website, got a quote for $99 per night (excluding all other fees), and booked the hotel. Once we got the email confirmation, we looked over it and saw that we were charged $113 (excluding all other fees) per night for the same room. So we immediately cancelled the reservation. This happened to us last year (2012). We had made a reservation and we were forced to pay the higher rate that hotels.com charged on our credit card.

When booking a room at Hotels.com, the receipt I received for a $151 room came to $234. When I called customer service, I asked for an explanation. They told me that there was an extra charge for my two children. I asked the person on the phone to show me where that extra charge was explained. It is not explained anywhere. Hotels.com policy states, "Extra-person charges may apply," however, nowhere on the receipt or when booking the hotel is the amount indicated, neither are the charges explained in the bill. The manager on the phone could not find where the charges are explained. I am not against charging for extra people in a room. I am furious with Hotels.com for not providing me with the information necessary to make a well-informed purchase. I most probably would have chosen another hotel if I was aware of the final price.

I made a reservation for a hotel in Walnut Creek, and when we got to the hotel at 12am, they said there was no room for us. I called the lodging people through hotels.com and they found us a new hotel in SF, which took them almost 2 hrs. And the lodging people asked us if we want to book it through them. I said yes because I wanted to make sure that I can actually have a reservation. But what happened is that the lodging people can't make the reservation for us. However they told us that they already contacted the new hotel in SF.

I have a really negative experience with their call center and unfortunately it has probably lost them a customer. I called in to cancel a booking and to make a new booking. The agent told me that she could help me with the new booking and would have to transfer me to a different department to make the cancellation. I told her that I was looking for a reservation in Vienna, Austria for 1 night for 2 adults and 3 children. I specified the Hotel Regina. She searched, and then quoted me $140 for a room. I told her that I was surprised as that rate was a lot less than I was finding online. She then searched other options and told me that she couldn't book a room for my family with 3 kids and suggested that I book for 2 kids.

I was moving from Arizona to Colorado and made a couple of reservations along the way so I could stop and rest. Packing went behind schedule though. I called the hotels directly and they seemed to be ready and willing to change my reservations by a day without fees. However, they could not do so since the bookings were made through Hotels.com. After calling Hotels.com, I was told that for each reservation, I would be charged an extra $100 to move things around. Each night cost me around $75 to begin with! That teaches me to try to plan ahead. At least I have learned that it is better to make reservations directly with the hotel the day of instead.

On April 22 of 2012, I reserved 3 rooms at the Grandover Resort in NC for my son's college graduation the weekend of May 3, 2013. I had 3 separate 3-page confirmations in hand for same. On May 4 of 2012 my VISA was charged for night of each room by the hotel directly. I assumed this was a deposit since the hotel was fully booked for graduation weekend, as was every other hotel in the Greensboro/Winston-Salem/High Point area. When calling to confirm all was in place several days before graduation to the hotel, I was told I had NO rooms, that my reservation had been made for 2012 and my charges were for NO SHOWS! I spent three stressful days on the phone trying to get help from Hotels.com/Grandover and I was put in the middle with no hotel rooms to be found and no one wanting to refund the money I was charged in 2012 ($700+).

Hotels.com charged me $71 for a hotel room. I happened to notice that the exact hotel was charging $53 for the exact same room. They advertise that if you find a better deal on the same room, they will refund your money. I filled out their report and then they replied that because I had already checked into the room there was nothing I could do! Misleading customers is what they do. I am sure there is a fine print somewhere that states just that, but why have a price match guarantee if you are not going to honor it?

I had what may have been the worst customer service experience I have ever encountered. I am so displeased with the way I was treated. Not only will I voice my opinion here to you, but also to others if nothing is done about it. I work for an advertising agency and I will make sure an editorial is published as well. My father booked through Hotels.com for a hotel room in Columbus, Ohio as a weekend getaway Mother's Day present. My family and I were supposed to leave tomorrow morning, but my dad was rushed to the hospital and admitted this morning for emergency surgery. I didn't ask to cancel the reservation or anything - just SIMPLY reschedule. Turns out it was not so simple.

I have been receiving emails from Hotels.com for someone else! Someone with a similar email address made a reservation and they have been constantly emailing me. There are links to access this person's reservation along with their phone number and information about the reservation that I can view. I have tried numerous times to call and email their company to remove my email address from this account. I was told that they removed my email and they have not. I just received another email for the account holder. The customer service is terrible and they obviously don't care if someone has access to your reservation, along with some account information! If you value your privacy and want to protect your personal information, do not use this company!

If you don't want to be surprised when you arrive for your next vacation with a room you didn't book, then do not book with Hotels.com! I called to book a Vdara 1 bedroom penthouse lake view suite. You may ask why I called Hotels.com in the first place. I was transferred from Delta after booking my flight with them because they stated they were their companion hotel booking agents and should be able to get me a better deal, so I went with it.

I booked a hotel last minute on their recommendation. I was driving and needed a place to stay so I called Hotels.com. The representative recommended a Red Roof Inn on I-35N in Austin based upon the price range I gave him. When I arrived, it was a trash hole - a real dog. I could not put my family in this high crime-ridden area with poor upkeep and in such a state of disrepair. I called Hotels.com and asked for another hotel, and they put me out in the suburbs. I was charged for both hotels, and they will not give me a refund. It was their recommendation of his hotel - poor service, bad!

I booked with Hotels.com about a day and a half before my trip. I never received a confirmation email and had to call 3 times to finally receive one! I was left on hold multiple times. One time it took 45 minutes for the guy to not be successful at what I was asking. When I got to the hotel, what I booked on Hotel.com is not what I received. I booked a superior king and non-smoking. I received 2 double beds and trust me, it was not superior or anything close to the photos. Beware of this site.

I used to book through Hotels.com, so I did in one for a hotel in South America. I wrote in my comment how awful my stay was. I wrote about how they tried to charge me additional costs while checking out and how the service was beyond awful and terrible. Anyways, if you guys are interested what I did write, you can comment here. Hotels.com did not want to publish it because it was against their rules, so I know now why this hotel had good ratings - because they apparently just publish good comments and ratings, and keep it so artificially high. That's why the good rating for this hotel.

Hotels.com charged us $40 more than what the hotel would have charged. We checked at the desk. This happened in Florida in March. The desk of the hotel would have charged us $20 less per night - a savings of $100. Do not use this service. Contact the hotel directly!

I booked a package deal through Hotels.com. I had used them previously for hotel bookings only and had not had any major problems. Do not book any packages with air ticket through Hotels.com. Once you click on the packages webpage, you leave the company of Hotels.com. When serious issues came up with my reservation, I only then realized that my packages were booked through a secondary company and not Hotels.com. The packages company had little, if you could call it that, customer service. They passed the blame and stated that none of the statements, programs or guarantees on Hotels.com was valid on the packages website. I was left to try to make the best of my very bad situation using this awful service. Shame on Hotels.com for this terrible example association. As a result, I will never use Hotels.com again.

I booked on Hotels.com on Friday, May 17, 2013, wanting a reservation for that night and the entire weekend. After entering my days and my cc information and hitting Submit, the site reset and changed my booking to 27-29 May 2013 and I immediately called their 800 number and got an idiot who claimed she could not move it without the hotel manager's approval. I called the hotel and a wonderful manager called them on her cell phone when the hotel line would not dial out and spent over 45 minutes with 2 retards at Hotels.com's call site in South America. After insisting that they change the date repeatedly, the manager said he needed me to call them back on another line since the hotel could not 3-way call. I called and got George, in El Salvador, who claimed he had no idea what was going on and that there were no notes on my reservation and he would move my reservation if I paid $75 + tax instead of $59 + tax! I demanded his supervisor and he, all of a sudden, saw the notes on my reservation and stopped trying to shake me down for an extra $20. Imagine that **!

My wife and I booked what we thought was a cozy hotel ('Locanda ai Bareteri') in Venice. There were only very positive Hotels.com reviews, giving it a rating of 4.6 out of 5. It turned out to be fairly awful - the owner had even hidden the remote control for the air conditioning - and we rated it at 2 out of 5. Hotels.com, however, rejected our feedback even though we wrote nothing which went against their so-called policy. The fact of the matter is, the better Hotels.com hotels look, the more money they make! Pure and simple. I will NEVER trust Hotels.com ratings again and I will revert to using hotelbookings.com and others instead. Beware!

If I could rate this with no stars, I would. I booked a room through Hotels.com three days ago. Earlier today, I found the exact same room at the exact same hotel for the exact same stay at $50 less! I contacted Hotels.com, and they refused to match the price or work with me in any way since I was outside the cancellation window. I will never book with Hotels.com again. They are all about money and nothing about the customer.

I booked a $50 hotel through Hotels.com. Two months later, I received a random $2000 charge on my Visa from Hotels.com. I am currently in the process of trying to get my money back, but I will never book with them again.

When dealing with Hotels.com, always read the fine print on the check out page. It will always state, "If you change or cancel your booking after X:XXpm, XX/XX/XXXX (Pacific Standard Time), you will be charged for one night (including tax). We will not be able to refund any payment for no-shows or early check-out." This date will be today's date, but the time will always be a time in the past! So basically, the free cancellation doesn't mean what it says. It's very tricky. Hotels.com really doesn't charge you a cancellation fee, but in most cases, the actual hotels will. Take caution!

I'm utterly disgusted with the service from Hotels.com. I've made numerous calls to cancel my booking. Each call lasted more than an hour & no one can resolve it! I've spoken to 4 supervisor, Anita **, Deepak **, Asif ** & Abhinav **. They had promised to call me back pertaining to my booking but none of them do so with Anita & Abhinav being the worst as they even hung up my call! Such an embarrassment from India! Terrible service!

We spoke with Hilton about the added fees (26% more) and that they were not divulged when we made the reservation with Hotels.com. We asked Hotels.com to change hotels and they wouldn't. This is the first and last time dealing with Hotels.com.

I tried to make a reservation online using Hotels.com. After inputting all my information, I got a pop up window saying that there was a problem and it may not have gone through. If I did not receive a confirmation email, I should call. However, it did go through my PayPal account. I called Hotels.com (outsourced useless customer service reading from script) and they told me that if the reservation didn't go through, they would not be able to cancel or decline the PayPal transaction. I called PayPal and they said that once the email goes out, they have to wait 30 days for them to claim it but I should call back and talk to someone who has access to the PayPal payments and have them cancel it from their side. Needless to say, Hotels.com stuck to the "We don't get the payment if the reservation doesn't go through" stance. However I still have a hold on my funds for 30 days! If at any time in those 30 days, long past my need for the stupid reservation, they should decide to claim the funds, then I guess I am screwed. I am not done with PayPal yet either but I certainly will never use Hotels.com!

I used Hotels.com all the time booking 40-50 rooms a year until the last time. I booked and paid for a room via Hotels.com and when we checked out, we were presented with a bill for the full room rate which I had already paid. Long story short, after 30 calls to the pointless customer service line, I gave up and lodged a complaint with my credit card. They couldn't get anywhere either so I got a refund.

I tried to book a room with Hotels.com in early May for a hotel in Corpus Christi in July. I ended up talking to a rep on the phone and she was helpful about getting me a room and taking my card to reserve the room. A day later, the entire charge was placed on my card in May for a July rental. When I called to ask why, the man was very apologetic but was unwilling to correct the situation. He sounded as if this was an everyday issue. So the point of the story, do not use them if you want to book in advance and pay when you actually get the room as opposed to 2 months in advance. It is still May; I better have a room when I get there in July!

I had to travel last minute. I used hotels.com to book a room because they advertise to help you find cheap hotels or the best deal. They booked me at La Torretta in Montgomery, TX at $219 a night. An associate of mine booked the same type of room, for the same period of time directly on their website. She received a rate of $134 a night. I asked the hotel manager if I could have the same rate. She stated they sell an allotted number of rooms to Hotels.com and didn't have any control over how much they charged.

Never use their service! They give you misinformation and do not care for their action and mistakes! I requested for a specific hotel A and the reservation guy would not understand me and kept on asking me which city when I said city of Berkeley. They booked me at a wrong hotel B. I showed up to hotel A and the hotel was closed! I called the Hotels.com back saying it was closed, that I cannot get to the room and service I requested for. They told me they could not confirm hotel A was closed and left me stranded and told me to call back in the morning. I had to look around for a vacant room driving to places I did not even know! (And I am from LA.)

This is the worst experience we have ever had with any hotel in Orlando FL, the Radisson Resort, Kissimmee, FL. The hotel is listed under 4 stars on Hotels.com. The rooms were old and dirty, hair and yellow spots were on the pillows and sheets; carpet was old and filthy. Bathroom had mold on the grouts. We had to take showers with cold water four days out of the six days. The room had no WiFi or Lan because it is far from the router. We tried to find another hotel and we could not as it was a busy week.

I tried to use Hotels.com to get a room in Reno last minute as I didn't plan on staying overnight but business ran late. When I got to the hotel, I was told that Hotels.com made the reservation for the following night and I didn't have a room. When I called Hotels.com, I got the run-around on the phone and they told me I could not get a room, so I booked it with the hotel directly.

Two weeks before my trip to LA, I booked a room of Best Western Regency Inn via Hotels.com with the price at $9/night. I called BWR asking for confirmation and they sent me one ($9/night). Two days before the departure, Hotels.com sent me an email confirming the room. When showing up at hotel, BWR said $90/night! What is that if it's not a scam? They want to draw customers coming to their hotels and charge them with regular price regardless of their prices at time of booking! Stay away from Hotels.com to save your time and your trip!

I did a Google search for the phone number of a Hampton Inn in Marion, NC. I saw the Hampton Inn logo and called that number. I made reservations for two rooms for two nights. I was told by the heavily-accented person on the other end of the line that he got me "the best rate." When I checked in the Hampton Inn at Marion, they told me my reservation was made through Hotels.com. I did not realize I had done this. The front desk person at the Hampton Inn told me that their website looks just like the Hampton Inn's website. Okay, so I was misled into making a reservation, through Hotels.com.

We booked a room in Puerto Vallarta, Mexico. We were quoted 480 pesos per night and charged 480USD for a two-night stay. When the discrepancy was discovered, we were not allowed to cancel the second night. We were stranded in Mexico, bank account overdrawn and overcharged over 1000USD. There is no resolution with Hotels.com - need help!

So I booked a suite of Marina Bay Sands in Singapore for a vacation with my family in July via Hotels.com Hongkong website in mid-March. I input a coupon code and got over 60% discount! I thought I was so lucky. I input everything and got a confirmation email from them. My credit card was charged immediately. Then I booked the tickets and also another hotel in Singapore from another website. Before that, I was still debating to go to Singapore or Okinawa. When I got this great deal, I gave up Okinawa. Everything was fine and I was looking forward to my vacation. Then suddenly, I got an email from Hotels.com telling me that my reservation had been canceled. I was shocked. Then I called the hotline and got all those **, like my coupon code was invalid blah blah blah. It was supposed to be 10% discount.

I lost $980 of my 5-day stay in Paris, France. I called to request a change. The one I spoke with said it would require 72 hours for them to verify the hotel policy in France. I never got a call back like the agent promised. After I called back, it turns out there were no notes on my account and I have to start over. The final determination was that they won't take any kind of loss on the transaction so I'm to pay the full amount even if I won't be there due to passport issues. Incredibly, they refused any kind of credit or accommodation.

I saw a deal at Hotels.com and decided to book it because it was cheaper than other hotel booking website. It offers a USD15 room while others offer between USD40 to USD 50. When I completed all the details and my credit card number and pressed the '"Book" button, a window popped out saying that my booking was incomplete. However my credit card was still charged USD5 for the transaction. And guess what? The price of the room changed from USD15 to USD45. I guess, it's one of their dirty tricks to scam the user's money by just getting our credit card charged but you have no room given. It might be not a big amount for us but imagine how much they can get if 100 people thought they had a good deal? Just use other better websites than this. Ripped off!

I checked into the motel I booked at Hotels.com and found the room to be old, small and smelling bad. I asked the room clerk to refund my money for the two nights I had booked and he said no way. I called Hotels.com. They called the motel that said that the room was sold after I left with no problems. Hotels.com said they were keeping my money and that I was a bad customer and then hung up on me. Now that's service with a smile.

Do not book your room through Hotels.com. They are a rip off. I tried to cancel my room because I could not make it due to personal reasons. When I called them, they said there is a penalty for cancelling the room. I thought that's fine. What's a little penalty going to hurt!? However, their penalty is 100% of the room cost so guess what, they just keep all your money and call that a penalty instead of calling it stealing! They won't even hold a credit for you to use in the future. Nope, they just take all your money. People need to stop utilizing them and maybe they will learn how to treat customers better!

I booked a room prior to a cruise we took last year. We were leaving our hometown late in the evening and needed a place to stay halfway to our destination. I had all of my printouts showing my payments and my confirmation numbers for a one-night stay at a Hampton Inn. We arrived at the hotel and found out that we had no room there. I told her I had a confirmation number. I had called Hotels.com earlier in the day to be sure the confirmation was good and we didn't need to call the hotel directly to confirm the room. The customer service agent assured me that we did not.

We booked a hotel in Las Vegas, NV at the last minute through Hotels.com. When we got there (the Quad), it was so horrible that we regretted the decision. We tried to cancel the reservation through Hotels.com but they could not. We trudged forward not wanting to lose the money we'd already paid only to get charged again by the hotel themselves because they said the Hotels.com reservation/payment had not come through yet, that they would only hold my credit card until they could confirm the next morning that it was already paid. Well yeah, both charges are now on my credit card! I will continue fighting this with the hotel and Hotels.com but unfortunately, no one will do anything unless the right people are in the hotel which is Mon-Fri during the day it appears. We'll see what happens.

I booked a 5-night stay at the LVH-Las Vegas on April 15, 2013 for 2 people. There was a promotional offer right on the Hotel particulars panel that granted the customer $100 in restaurant vouchers at LVH. The link to receive the printable vouchers was supposed to be included with the confirmation email. Based partly on this offer, we booked with Hotels.com, but we never received the promised link. I called immediately, and confirmed with the customer service agent that I was indeed entitled to this promotional offer. She said she would forward my case to the promotional department and that I would receive an email from them within 24 hours.

I made a reservation and I made it for the wrong date. I never received an email confirmation and did not realize my mistake right away but I called them 35 days before my reservation to change the date. They said I was too late and that they would have to charge me 100% of the reservation as a change fee! Right on the website, it said Hotels.com does not charge a change or cancellation fee! I will never use them again.

I booked a room for 2 nights one week out from my check-in date. 3 days from when I was set to arrive, I received a letter that my reservation had been cancelled. As compensation, I was booked in the same hotel chain 40 miles down the interstate at the same rates (when they should have been much cheaper) and received half my original payment as credit back to the site. Seems O.K. until you realize what should have been money in your pocket or towards your desired hotel is just a scam used to get you to book with them again, and -surprise- another awful experience.

I booked a hotel reservation at Hotels.com and told the agent where I want to stay. He assured me that he would do just that. I checked my reservations and he had booked me in a hotel 5 hours from where my meeting was. When I called them to let them know that the reservation was not correct, they said that they were sorry and that they would help me. What they did was charge me another $257 more to correct their mistake. The supervisors were very unprofessional and no help at all. So I wound up paying $527 for my hotel because it was their fault to begin with and they would not own up to it. I would never use them again.

I booked a stay through them and they simply will not credit me with the two nights. They agreed the stay qualifies. They claim to have given me the credit. They promise almost every day to credit me and the credit does not appear. I have corresponded with them over this for two months and now I am done. Use Hotels.com to search out area hotels, but do not book through them. Go to your chosen hotel's site instead.

Hotels.com made many false claims. They said my hotel had free parking when it did not. They said that I could have 6 guests in a suite when that was illegal. I asked for 2 nights reservation and they gave me one night. I asked twice to confirm that it was a two night stay since the price seemed low. Very unprofessional. It seems that they lie just to get the sale.

I have made a hotel booking through hotels.com at Ooty. I have reached Ooty around 4pm, and then I have called the hotel for a landmark. They said the Pinewood Resort has been sold, and they have not taken any reservation/booking. I have called hotels.com, but I did not get any proper response (they said they will connect me to their manager and it will be disconnected).

Hotels.com is very unethical. I tried to stay loyal by booking through Hotels.com. During my last convention, I bent over backwards to stay within their list of hotels and therefore having to walk a mile to the convention, only to find out that Hotels.com did not want to give me the credit that I so deserve just because I happened to have used my secondary e-mail and not my primary. I will tell the whole world about this and I regret referring families and friends to Hotels.com.

Do not use this website; they are fraudulent and rude. I booked at a nice hotel but the pictures were not the actual roach motel they booked for me. They charged my account and refused to refund although it was their mistake. The hotel pictured was not what we got. Buyers beware!

I made a reservation through Hotels.com for the Travelodge in Virginia Beach, VA and had an absolutely horrible experience at the hotel. Both rooms I was offered were filthy. Food was on the floor and couch, trash in the corners and behind the couch, dead bolt was broken, and several other issues. I asked the manager for a refund because the second room was even worse than the first and he told me no. I left. I then called Hotels.com and they told me there was nothing they could do. I left a review of the hotel on Hotels.com and I just received an email saying that they wouldn't take my review. Why? The hotel was horrible and people need to know that. I wasted a good chunk of money on that room that I didn't even get to stay in because it was that horrible. I am so disgusted.

We made a reservation through Hotels.com at Budget Inn of Hayward. We showed up at the hotel. The manager told us that the hotel is sold out. How does hotels.com allow the reservation then? We called hotels.com to refund our money and they refused! So in summary, we did not get the hotel room, suffered the inconvenience of searching a new hotel room at an unknown city, and also had to pay for the room as well. Website is a total scam.

I made a reservation with Hotels.com. On the day I was to check in, I got a call from the hotel a few hours before check-in that my room was not available and I could get another room at a higher price. So I went somewhere else. After I got home, I tried to get a refund from Hotels.com. They said the hotel manager said I tried to check in early and the room was not available. That is a lie. I have the call on voicemail, still I cannot get a refund. Angry.

So I booked a smoking room through Hotels.com. They immediately charged me $1.00 and $197.43 for the room. Within 1 minute, the hotel they booked called me and said their whole property was non-smoking. I called Hotels.com back and after being on hold for 10 minutes, they told me they requested a smoking room but would contact the hotel to verify. About 10 more minutes later, they told me they would give me a refund in 7 to 10 days! My bank has live banking. As soon as a transaction goes through, either debit or credit, the bank has the transaction immediately.

After talking on the phone with David for over an hour, he told us a rate that we agreed to. We gave him our credit card numbers and he was about to give us a confirmation number. Then he hung up on us. We called back to talk to him and hotels.com told us the rooms were not booked and they didn't know of a David. When we asked them to look on their staffing list, they said they didn't have a list of any of the employees that worked for them. We essentially gave our credit card information to someone that we aren't even sure worked for hotels.com. After talking to 2 different supervisors, we ended up hanging up. The supervisors were rude and unhelpful. They didn't care that they lost business or that their reputation was being ruined. I will never even go to hotels.com or call them to book a hotel again. I only rated them 1 star because there wasn't an option to rate 0 stars.

I made a reservation on Hotels.com website. Confirmed. I drove three hundred miles and the reservation wasn't in the Hampton Inn computer. Hotels.com faxed it over and the hotel did not accept the fax reservations. The hotel was sold out. Lucky for me, the desk staff bent over backwards to help out and got me a room and a lesser hotel down the road. Hotel.com tripped all over themselves trying to blame Hampton Inn. Don't ever trust Hotels.com's confirmed reservation. Hotels.com was not helpful and did not offer any type of compensation for their poor performance.

The website gave incorrect info. I was expecting a suite w/ 2 double beds and sleeper sofa. When I arrived, there was no sleeper sofa. The hotel offered a cot for a charge. I didn't realize this site is a pre-pay site which is just stupid. I have never prepaid for a hotel. When I checked out of the room, the price the hotel listed was $52 cheaper than the website. I will never use this site again.

I decided to let my son have his first spring break without the family. I booked a reservation at Hotels.com who told me the hotel was on the beach (not), 2.2 miles from the beach. Then when my son went to check in, they charged me $200.00 for incidentals. When I spoke with the hotel, they informed me only through 3rd party reservations do they require this fee because the only thing they receive from Hotels.com is a name. When I asked about extra charges, they did not say anything. But when I called, they told me it was in the email I received after I paid for the room. They put a hold of $200.00 on my debit card and told me it would take up to 10 days for me to see a refund. Never use Hotels.com. Go directly to the hotel instead.

Hotels.com booked us the wrong hotel. We were very clear about the hotel we were talking about. The next day we found out that they only booked us 1 night instead of the 2 nights we were supposedly booked by them. Because of this, we had to move to another hotel but at the last minute nice hotels were already booked. When we called Customer Service, we got hung up on after a few minutes of complaining.

I booked one king suite but got 2 rooms with double beds. The hotel tried to charge cancellation fee since two wrong rooms were booked. I had to pay an upgrade fee to get what I booked and got a confirmation for. Hotels.com offered no help whatsoever. Very disappointed in this service.

I booked a hotel with Hotels.com at a supposedly discounted rate. When I called the hotel directly, I found out that they were charging $30 less a night for the same room. When I called Hotels.com back, they had a terrible attitude and refused to match the lower price or cancel my reservation. I would never use them again.

I booked and paid online with Hotels.com for a one night stay. I checked into the hotel and they confirmed they had my reservation with Hotels.com. They asked for my credit card for incidental charges. I checked out the next morning with no extra charges. A month later, my visa bill showed 2 charges (one for $94.42 from Hotels.com and another for $68.54 from the actual hotel). When I called Hotels.com to have this corrected, they told me that my reservation was for a different night than I stayed and that's why I had 2 charges.

We booked 2 nights at a hotel through Hotels.com. They charged our card and sent us the confirmation. When we arrived at the hotel (late at night, mind you, with a small child), we were told the hotel was completely booked. The hotel was very apologetic, comped the night and put us in the living room portion of a suite (the only space they had available). While the hotel was very nice, the sofa bed was still a sofa bed. The mattress literally formed a hill over the center support bar. We had to put the mattress on the floor in order to even lay down. I suppose we should be grateful we at least had a bathroom. The second night was fine, but I certainly will never use Hotels.com again to book a hotel. I almost never book through one of these third parties. I guess my instincts were correct.

I booked a hotel 1 month in advance but I needed to change the dates of my reservation. The website and reservation confirmation had an option make changes to your room booking. I tried to follow the thread of prompts. I found it impossible to make any changes online so I decided to call the 1800 number. The customer service was not very helpful. They just kept repeating that for me to change my dates. They have to charge me a penalty which was equivalent to the whole amount of my original booking. They were willing to rebook me for the desired date but I have to pay in full for my new dates and none of the amount of money I paid for the original booking will be applied to my new booking. This does not make sense. I tried to call the hotel directly. They said that only Hotels.com can help me and that I just needed to explain to them again what I needed to do. I tried to call back the 1800 number. The second agent was a lot more helpful but still, overall, I would say that with this experience, I will strongly recommend for anyone to stay away from Hotels.com.

I made a reservation in January using a double credits promotion code for 5 rooms in a hotel. Double credits mean I should get double credits for the 5 rooms I reserved. I got the initial credits for the rooms, called customer service for promotion credit and after 5 or 10 minutes I was told to wait 4 weeks. After 4 weeks, I called back and after a similar phone call I was told to wait for 2 more weeks. 2 weeks later, nothing. I called again and was told it would be taken care of in 72 hours. 4 days later, nothing. I called back and was told it would be handled that day. Nothing.

This company is misleading and not willing to help. I called in to book a hotel. According to their records, no hotel was available in the area based upon my request. So they recommended a hotel of a low category, which I booked. After 10 min. of booking, I looked it up to see what have they recommended and you wouldn't believe the reviews about this hotel. I called immediately and tried to cancel and/or find another hotel. Here is the catch: "Sir, you are being charged one day from the hotel you booked. There is nothing that we can do." I explained that I booked it through them and not the hotel and that they were responsible for the refund, and it has been only 10 min. since I booked it, but they were shifting the blame on the hotel. Of course, I did ask for the supervisor but she was even more unreasonable. I'm taking them to court.

I booked a room that claimed to sleep 6. It listed 2 Queen beds and a sleeper sofa. That hotel does not even have a room that sleeps 6. We ended up putting 2 kids on the floor. When I called Hotels.com, they offered me a coupon for $25 off my next stay as if I would ever trust them to use it. I spoke with 2 separate reps from Hotels.com and neither spoke English well enough to convince me that I was being understood. Bottom line is, once they get your money, you are out of luck. Don't use their site.

We booked on Hotels.com. The total cost listed was for room, service charges and taxes. However, at the hotel, they charged us an extra $20/day resort charge, including 2 waters and 2 beach towels, and WiFi was not an option. This information was not on our booking information. Also the Hotels.com site said free cancellation. However, after I booked, the paperwork said it was non-refundable. This was false advertising. I wish to be compensated.

I have called three times, and each time, a representative told me they would get back to me. I was charged twice while I stayed at Bayside Marina. I have never had such poor service with your company or any other reservation company. Now, I am experiencing the worst service I have ever encountered. I am now contacting my credit card company. I travel three times a year and I will now be using a different company. I am on the phone with another representative. She is giving me a ref # **. Each time I have had to go and spend 20-30 minutes on the phone.

My trip plans changed. I had booked one night with an Inn on Hotels.com. I needed to add a second night. I called the 1-800 hotline as my trip wasn't taking place until over a month later, so I felt I had lots of time. I was told that to add a room, I had "missed my window for changing a booking", so I had to pay a $125 penalty fee. But surely - I thought - I was adding a room. I'm paying you more. I'm not cancelling. Why would there be a fee to extend my stay? Alas, the CSR re-read me the non-nonsensical policy in robotic monotone. To sum up: "Why?” … “Because we said so." If I simply added a second booking to the same hotel on Hotels.com, there would be no penalty, but I would likely be forced to change rooms during my stay. I wasn't interested in that option. Forget it. I called the hotel. They were nicer. I got a better rate, and no penalty. I will never use Hotels.com service again.

I called to make reservations in Santa Fe, New Mexico. I asked if there were any discounts. I was informed by the call center that they could offer me a $10 discount (on $950 in room charges for 4 nights). Never was it mentioned if I used this $10 discount, all four nights would not be credited to my account. They offered pay 10 nights, get 1 night free, comparable.

I was trying to book a hotel room for my upcoming vacation in Vienna, Austria. I entered the credit card information and clicked 'purchase'. A pop-up showed up saying that the hotel room is not available and this can happen in busy periods. However, my credit card was still charged. I am in the process of trying to remove these charges. However, the customer support experience is horrible. I will never use Hotels.com again. Be very careful of the charges.

After learning that a concert had been canceled, late on the day before the hotel reservation, I contacted the hotel to cancel the booking (booked through Hotels.com). They directed us to Hotels.com. The person answering the call was rude at best, definitely not helpful, and finally said we had to call back in the morning when a manager would be present. When calling back in the morning, the manager said it was too late to cancel for a refund. I tried challenging the charge through the credit card company, but Hotels.com claimed we had not tried to contact them. Don't ever use Hotels.com for booking a hotel! Once they have charged your credit card, they really don't care.

I used Hotels.com once to get a hotel in Virginia Beach, Virginia. If I called the hotel and reserved, it would have been less expensive. My friend used Hotels.com against my advice in Seattle Washington. The room looked nothing like the picture. It was also more expensive than the prices the hotel had posted. The room was filthy and the hotel refused to help, because we did not reserve the room with them; we reserved with Hotels.com so we called Hotels.com and spent several hours on the phone and got nowhere with the customer service. We ended up having to pay for that room that was not clean and had to pay for a room that we had to find on our own.

I booked online, but canceled the reservation 6 days in advance. Hotels.com charged my credit card the day I booked, canceled 7 days later and 6 days prior to reservation. Hotels.com said the hotel charged them, but the hotel said they did not charge them. They did not refund my $90 for a one-night stay that I canceled 6 days in advance and received confirmation number of cancellation. I filed a dispute with my credit card company to try to receive refund but is still pending. Hotels.com does not cooperate, is rude, deceptive and out to make a buck! They outright lied to me. I canceled, had a cancellation number but it did not matter; they would not refund my monies. After calling their number 3 times and 3 calls to the hotel and me losing my temper verbally, at the end, lesson learned - I will never book through them again. I think you are best off to book directly with hotels.

I have tickets to Comic-Con and am having difficulty getting a hotel room anywhere near the convention center. I found one on Hotels.com that was not that close, but it could have been worse. I wasn't sure I wanted it, but I wanted to make the reservation because rooms were going fast. I carefully looked for the cancellation policy as I have had experience with hotel reservations made on travel sites sometimes being non-refundable. Here's the cancellation policy as stated during the booking process: Cancellation policy - Free cancellation until 07/14/13: If you change or cancel your reservation after 4:00 pm, 07/14/13 ((GMT-08:00) Pacific Time (US & Canada; Tijuana), you will be charged for 1 night (including tax). We will not be able to refund any payment for no-shows or early check-out.

Their cancellation policy is deceptive. They say that you will be charged one night for cancellation but, in fact, we were charged for both nights. They are both difficult to understand and rude. Do not use Hotels.com.

If you are even thinking about using hotels.com, run - don’t walk to another site. I was trying to book rooms for a medical trip to Sacramento. I called the first time trying to book one room for one night and one room for 2 nights; the phone call lasted over 40 minutes. I believe they are outsourced to India - the language barrier was something else. At the end of the session, everything was done except I did not have conf. numbers - I was cut off. I called back immediately, asked if the reservation had gone through and was told no. I started all over again. It took a lot less time, only 34 minutes. This time I was given reservation numbers.

I booked rooms for a group and it wasn't clear that the rooms would be prepaid until after the booking. Under normal circumstances, the credit card is used as security for the reservation and payment is sorted out at the hotel, which was my expectation. When I saw that they were prepaid to the same card - one that wasn't authorized to pay for all the groups - I contacted them about changing the payment method for some of the rooms. They said that it was impossible, they would have to cancel the room and there were no rooms available to rebook. Apparently, they are unable to refund a charge I paid to them directly and then change the payment to another card. It's their way or the highway and the terms aren't clear until you've already booked. Avoid at all costs if you want any sort of flexibility at all. It's very poor customer service and unimpressive overall. I just hope I actually have a room when I get there.

I have had no dealings whatsoever with anyone or any business in Italy but after I made several bookings with Hotels.com for an Italian holiday in June, all post paid bookings, not pre-paid, my credit card was hit with three fraudulent charges by Cirsacom, Asago in Italy on the very same day that I made the bookings. From what I can make out, this is an online gambling site. I have been without my credit card for 10 days and had lots of inconvenience because of that of course. And Hotels.com couldn't care less! My credit card company asked me to let Hotels.com know, so I phoned them and was told to send an email about it and to attach copies of the fraudulent activity.

I booked a room for 3 nights recently. The order page had no mention of room guarantees and such until you already paid and became trapped into their lair of despair. When I went to the hotel I booked to check in, they told me that no regular rooms were available and also that there were no smoking rooms left. This defeats the purpose of my short vacation since I smoke. I can find plenty of alternatives in the same area which I did. I asked the front hotel clerk to cancel my room and inquired if there would be any penalties or fees. He told me no and that I should receive a full refund. Hotels.com never sent me a refund and when I called them for answers, the support rep assured me that he will leave a note in the system for a supervisor to call me and work through the mess. Never use this company unless you have no other alternative. This loss hurt me deeply since I'm disabled with very limited income.

I booked a king room through Hotels.com for Valentine weekend and was pleased with the hotel until I got to the room. My wife and I were given an accessible room which had only basics in room - bed, end tables, desk with chair and TV. The room didn't look like the advertised room, and we called down the following day after we were able to compare our room to other standard kings. The front desk manager blew off our requests as if we were annoying her by questioning why we were given this room. To add insult, we were charged for a bottle of wine we did not consume.

I booked a review via hotels.com for 7 nights. I expected to stay the full stay (obviously), as I chose a non-refundable reservation. However, after two nights, I was told by my doctor that I needed to go into the hospital, so I left. I told the hotel I was leaving to go into the hospital and they told me to call hotels.com to see about getting a refund for the nights I did not stay. I contacted hotels.com four times over the phone and once via email, and they have refused to give me a refund, saying the hotel manager would not refund them. The supervisor of the person who gave me the telephone service claimed there was no one else I could talk to about this. I spent over $1000 on those five nights. I find it unbelievable that hotels.com will not give refunds, including with proof of hospitalization. It is apparent that hotels.com does not care about how it treats its customers, and this is certainly the last time it will be getting business from me or anyone I know.

I booked a hotel through Hotels.com for a one-night stay at Villa Florence in San Francisco. I booked a Junior Suite for $285. Upon arrival at the hotel, I was told that they overbooked, did not have a suite, and can only give me a King Room for $195. I said that that would be fine. They told me Hotels.com would just refund me the difference. For one entire week now, I have called them every single day. Every day I'm told, "Oh, I’m so sorry, let’s look into this and get back to you." No results.

When you call hotels.com (which is Expedia, Kayak, and others), they tell you that there are no rooms left. Actually, the company buys only so many rooms from the hotel from their inventory, so if they buy 20 rooms out of 500 and they sell out of the 20 rooms before you call, they say sold out even if the hotel still has the other 480 vacant. This is how it works. Agents are paid low wages and earn commissions if you book the room. Agents have to book about 45% of their calls over a 2 week period or they do not get a commission check that pay period, which is hard to do and which is why there is so much turnover of employees. Sales agents will lie just to book you a room so they can get paid. It's a shame people will lie out of greed or the need for money. Some tell the truth and get fired.

Their customer service is **. They aren't willing to help you out when you really need it. Their website is misleading and does not properly inform you of the prices, the fees that they apply and that you will be charged per room. You will suddenly be charged with over $100 fee. Do not book with Hotels.com.

I booked 3 non-prepaid rooms but my card was charged straight away. Also my booking confirmation from them said the price included taxes and fees but yet VAT was charged on top. I contacted them on many occasions to sort this issue out I have been hung up on, put on hold forever then hung up on. I offered to send them the confirmation and they said I could have edited the email confirmation! Avoid hotels.com please.

I booked a room for SF. Within 24 hours, I tried to cancel. Hotels.com still wanted to charge me for one night. Hotel.com states that it is the hotel's policy, but I called the hotel and they stated that it is Hotels.com's policy. What is free about free cancellation? Hotels.com is deceiving their customers with free cancellation.

A last minute business trip to San Antonio TX made me try Hotels. com. I never used this before. I had a chat with the rep while driving and she booked me in totally the wrong area. When I got close to the city, I mapped the hotel she booked me to and it was on the other side of where I needed to go. I called back to let them know and I got a bunch of lies. Now this was 2 hours after I had "booked." First, the same rep answered and she said that she was going to call the "owners of the hotel." I thought, "Wow, I didn't know you guys had access to people like that." After I called her bluff, I asked to speak with the supervisor/manager. I had him on the speaker phone; we talked about the booking and why I will get penalized if it was a mistake from his company. He assured me that I was getting the refund back to my credit card and apologized for the inconvenience. What they did is send me a $100 coupon to use their pathetic service again; they lied to me and, unfortunately, I cannot do anything. Why? Because there is no law that protects a consumer from scammers and people like them.

I booked a room through Hotels.com late December 2011. They charged my card immediately. When I got to the hotel, the hotel swiped my card for incidental charges and charged me again. The hotel confirmed that Hotels.com did not pay them so the hotel kept the payment. The hotel worked with Hotels.com for three months with several assurances that I would be credited. Hotels.com never credited my account. In frustration, the hotel turned everything over to me including the contact notes with Hotels.com.

I booked a room at the last minute for my daughter at the Hilton Atlanta Airport. Card was charged. Reservation was confirmed. My daughter took a shuttle from airport to Hilton to find no availability. I called hotels.com and the young woman was snide and snippy. Put me on hold while she called to confirm no availability. My husband also called some young woman who was rude and put him on hold and then hung up. More details that I am just too exhausted to go into. I did wind up with a great woman who felt awful about our experience but couldn't help but at least refunded our money.

I used Hotels.com to reserve two nights at the La Quinta Inn in Fowler, CA. My credit card company contacted me two days later to ask about a fraudulent charge from 5 Seasons Hotel in New Mexico(?). I can't be sure if my card was compromised on Hotels.com or not and this review does not reflect that. I reviewed my reservation for the cancellation policy which states: "Free cancellation until 02/14/13 - If you change or cancel your reservation after 6:00 pm, 02/14/13 ((GMT-08:00) Pacific Time (US & Canada); Tijuana) you will be charged for 1 night (including tax). We will not be able to refund any payment for no-shows or early check-out."

I did a reservation with hotels.com to the Hotel El Prado in Barranquilla for carnival time. When I arrived there at midnight, the hotel told me that they didn't have any reservation under my name. After spending until 2 am trying to figure out with the reception what happened, the hotel was nice enough to let us stay for the night. The next day, after trying to get in contact with hotels.com and going through multiple representatives, the only thing that they did for me was locate me in a hotel with lower standards; and after that, on every call that I made to them, they hung up on me. When I checked out from the hotel to which I made the original reservation, they informed me that they didn't have any business relationship with hotels.com or Expedia 7 months ago, which means they sold me something they didn't have available. This has been the worst experience I’ve ever had while going through a travel website. Please do not book through them.

I booked hotels to a recent Costa Rica trip through Hotels.com, from 2/2/13 to 2/6/13. Due to a mechanical issue, my flights were cancelled, so I had to scramble for another flight route to Costa Rica. I told Hotels.com staff right away (around 10 AM on 2/2/13) about my situation, that I cannot land in Costa Rica until 2/3/13. The staff indicated that Hotels.com won't charge me that night unless the hotel charged me, and they will inform the hotel in Costa Rica. However, the hotel had no record of me checking late so they had to charge me for the unused night because nobody informed them about my situation.

Thinking that Hotels.com is a discount booking site, I went ahead and booked a room through them. I arrived at the hotel, received my room number and it was not what I was told I was getting through Hotels.com. They were nice enough to give me the room I requested, but also informed me that I actually paid more through Hotels.com than what I would have through them directly. I called Hotels.com and initially was told I could have a refund of the difference, but then was transferred to a manager, who told me he would not give a refund at all. Not only do they charge 20% more than the hotel, they falsely advertise that they are saving me 33%. They also do not follow through with what they promise you. Do not ever book through them!

Buyer beware! I purchased tickets through Hotels.com for my honeymoon. I called them personally to make sure the details of the trip were clear. The agent assured me that the resort was 5 star, recently renovated and that they had no complaints. Further, he said that this was a great choice for this type of vacation and their research showed many satisfied visitors, "This is why you use Hotels.com."

After Nemo hit, we lost power in our house. I woke up the next morning and saw the temperature for the night was going to be 10 degrees. I knew without heat, the house would be very cold. Cell phones had limited service, but finally booked a pet-friendly room for my husband, my mother, my cat and myself. We managed to dig out the car and were on our way. We called the hotel to confirm the reservation. They told us they were booked and they didn't get the reservation. As I pulled over to call back Hotels.com, my car got stuck in a snow bank (other cars pushed me out). I was on hold and waiting for Hotels.com to find me another hotel for 4 hours!

I reserved a hotel. It said it was a Ramada Inn. I then traveled to the hotel which was actually called a different name and known as a hotel that was run down & and not a desirable destination. I was able to cancel the reservation in the allotted time. I requested a refund which they agreed to do immediately. Well, after 3 long weeks of numerous phone calls to a call center that does not have one person that could speak full English, I still do not have my money. On top of this, they lied to me, lied to PayPal and were very rude every step of the way. Also, please make note to never pay with a hotel reservation with PayPal. They claim they do not cover "Services" although I paid with a PayPal debit card. My advice is, use Hotels.com to get rates. Then go to that hotel directly to book even if it's a few dollars more. If you have a problem with your reservation, you will not want to rely on Hotels.com!

I booked a stay for 2 nights in a hotel in El Salvador. When I arrived at the hotel, they had no telephone or internet access. I drove to an internet cafe and cancelled my reservation. I then went to another hotel. I told them that I understood I may be charged for 1 night because it was less than 24 hours notice, but they told me they would charge me for both nights, because it needed to be 24 hours prior to the whole itinerary. Anyway, I don't recommend them at all. I would stick with Expedia or Orbitz or really any other service. This will be the last time I use Hotels.com.

This company misrepresents itself. I thought I was calling to make a reservation for the Holiday Inn Express. When they asked for my credit card, I told them I needed to pay separately for the two rooms as they were being expensed for business. They took my card and said that wouldn't be an issue. Once I got to the hotel, they said they I had already prepaid through this company. I didn't even know it was a third party. They never represented themselves that way. Now I have been charged for both rooms and Hotels.com says, "Too bad we can't help you." Even though they misrepresented themselves and their customer service rep said it wouldn't be a problem and it's all documented, it's, "Too bad, sorry, we can't help you," and they can't speak the language. It's a horrible experience. Check the phone number to make sure you are calling the hotel and not a third party.

I booked a room through Hotels.com for the Excalibur Hotel in Las Vegas. Hotels.com charged me immediately and told me that I do not need to pay for anything. Upon arriving, Hotels.com made me sign a mandatory fee for $15.60 per day, or else, they would not give me the key to enter the room. I had no choice but to pay. I realized that about $149 per night, plus $15.60 = $164.60. I could have booked this room directly with Excalibur for $133.00 all inclusive. Keep in mind that Hotels.com is a referral center which we, the people who visit their website, really end up paying for. It makes no sense to use this third party for more.

I booked a hotel through Hotels.com and was supposed to receive a confirmation via email. I never did. Shortly after, I found a cheaper rate and went to cancel my reservation. Since I never received an email, I did not have a confirmation number. After spending over an hour and a half on the phone and calling 3 separate times, they could not locate any type of reservation. I called the hotel and they were able give me a confirmation number. I called Hotels.com again and even with a confirmation number, they could not find my reservation. Finally, after getting angry, I was able to talk to a supervisor who found the reservation immediately. When I tried to verbalize my frustration, she talked over me and never stopped to listen. There is a serious language barrier with this call center.

I booked my room with this company at a rate of $431.02. I happened to call the hotel for some additional questions and they said it was actually $312.20 for the exact same room. I then called back to Hotels.com and spoke to a lady who told me I needed to provide them with the website so they could verify the rate. I hung up, went to the website to verify the hotel website and the rate as well and was able to find it. I then called back and spoke to a man who seemed like he had the hardest time understanding that I was calling for the price match. After keeping me on hold for almost 45 minutes researching, he conveniently could not find the rate, so I asked for a manager.

When I was looking for a hotel for my husband to stay at while he was dealing with the details of his mother's recent death, I explained to the agent why he was going to Ottawa. She seemed to really understand that it was an unplanned trip and that he was going to be dealing with enough stress that a nice room at a reasonable price, close to where he needed to be, was all that we needed. My husband arrived to find he was booked in a seniors living building! I couldn't believe it!

I booked a room with Hotels.com a few months ago at the Aria hotel in Vegas. I recently noticed that the same room was cheaper on a different website. I completed the relevant details on Hotels.com website in order to make use of their price match guarantee. After a few emails back and forth and various screen shots sent, I received another email to say that the cancellation policy was not the same. At the exact time as receiving this email, I have confirmation of me registering with the other hotel website - even though I hadn't!

Several friends and I booked a block of rooms through Hotels.com. We sent our reviews in - none of them was approved. We can only guess it's because they were low reviews. Hotel.com should be embarrassed of this type of sleazy business.

Well, I booked a room at a hotel in Hanover, MD. When I arrived at the hotel, the lady at the front desk didn't have any room booked for me. I told her I used Hotels.com and we called to get things sorted out and the customer service guy from Hotels.com was very rude. He never apologized for the inconvenience he had caused me and when I asked for a manager, he would not transfer me. I called back and the same guy answered the phone which was weird because I thought that when customers call, they were calling a call center. I will never use Hotels.com again. The guy who is always answering the phone is too rude and I'm not spending my money with a company like this one.

I booked a room at the Hilton Garden Hotel at the Rome, Italy Airport. There were many rates. I picked the $153 rate which included breakfast. The same room without breakfast was $145. When I got my receipt, it did not include breakfast. I called them and they said that the rate I used never existed to include breakfast. I went back immediately to the website and it was still there. There was no talking to them. I was able to get a full refund even though, refunds were not permitted. I am again searching for a room, but I will not use them again. I think this should not be allowed.

When I booked a room for the 3rd, the policy said free cancellation until 2/2/13. I called today, 1/29, to cancel and they said it is non-refundable and were very rude. I called three times and spoke with three different managers. They were all rude and said it is non refundable. If I go back to the website to try re-booking the same room for the same dates, it still says the room has free cancellation until 2/2/13. A class action lawsuit needs to be started against this company.

I booked 2 rooms for 2 nights in Bangkok with Hotel.com. I found a deal from another website that gives me a better deal, so I emailed them about the difference. They went on to say they won't do the refund because they are of a different refund policy. I quoted their own website FAQ, stating that according to their terms, it still qualifies for the price match guarantee. Then the next email, they claimed that the room on the competitor's website is nonrefundable so according to the terms, it doesn't qualify. So I went to the website and did the steps short of paying for the room, took screenshots and mailed to them. They keep avoiding the issue and claimed my room type on the competitor's site is nonrefundable, despite all the proof I have been sending them. They claimed they have double checked and used different screenshot of a different stage of booking. Hence, I sent them proof3.jpg to shut them up.

This is the follow up of the previous complaint I have shared on the site. They changed the cancellation policies (changed the grace period by 2 weeks) and I got charged 50% of the total, which is almost $735. I am waiting for the dispute form from my credit card company now. I was looking for a place to stay for the revised travel dates and I found the same unit (2 beds and 2 baths) in the same development for almost a half price from the owner. The owner told me the condos are 100% booked anyway and it is easy to get our cancelled room to be filled quickly. Their cancellation policy is to refund the amount of penalty when they get the unit filled, which is very fair and honest. The condo management reservation person also told me to try to get me some back, but not guarantee. I also found many complaints about Hotels.com also. Anybody out there have similar experiences, please let me know. Thanks.

I found a good deal on a hotel through hotel.com and filled out all my info, check-in dates, room size, # of people, etc. When I reviewed the info before booking the room, everything was correct. After booking and reviewing my confirmation email, I noticed that the dates of my stay were changed. I called customer service. I was told that I could change the dates (to my original date), but that it would cost $85 more. I tried to cancel and they said that I would still be charged. So either lose $160 or pay $245? Great gimmick! I will not use hotels.com again and will encourage others to do the same.

This is the worst company I have ever used in my time. I signed up for the rewards thing months ago and have been using Hotels.com when I stay to earn the free night. Well, that was all full of crap. I called today to check how many nights I have and they could not even find my account. The guy on the phone said there is no account. So I said okay. I went to sign up again because they said it was not there. I entered my Information and then it came up saying that my email account was already in their system.

I am disappointed with their customer service. I tried to book a weekend getaway and used Hotels.com to book a 2-night stay at a nice inn. However, when I got to the payment page and tried to purchase, I was immediately given an error page during my purchase. I immediately called customer service and spoke to a lady who was more than willing to help with my booking. I told her my information and told her which inn we were trying to book and she told me there were no more rooms left. So we gave it a couple minutes and checked my email to see if we got a confirmation, got nothing. We waited a day to see if the email would trickle in and it didn't, so we decided to go with a different hotel (not using Hotels.com).

We made bookings for 2 rooms for 2 nights (1 with king bed, 1 with two twins) at Turtle on the Beach, Kovalam, India and prepaid Hotels.com. We got there late at night and they did not have the correct rooms. Rooms also were dirty and smelled horribly of tobacco smoke. Hotel refused the correct rooms the first night, moved us the second night. The duty manager said he was not authorized to give a refund for 1st night; the general manager refused to talk with us. I called Hotels.com upon return, and was assured by Marcy that we would get a refund for the 1st night within 72 hours and a supervisor would call us. She did not.

I booked a room for my work crew with Hotels.com. Hotels.com botched this from the beginning, then it all fell apart at the site. The guest name was misspelled. Not too hard to spell Manuel. So he could not check in for one hour. Then when they looked at the room, the sheets were disheveled while the room reeked of ammonia and possible-hourly use. When my workers told him about the situation, the motel desk manager then told Manuel, the employee, "Take a seat, boy." Manuel is 32 years old. Other issues are trying to get a refund from Hotels.com foreign correspondents. While on interminable holds, they constantly lie to you about refunds and what went on, siding only with the rude hotel desk clerk about the dispute.

We made a reservation in Hawaii for one week stay at a condo through Hotel.com. Unfortunately, a member got sick and we were forced to change the plan. At the time of the original reservation on their website, as someone who traveled all over the world, I paid close attention to the cancellation policies. I copied and added to the note with all the travel information. The policies I copied at the time of the original reservation from their site somehow was changed and we were penalized a half of the charge, which is $1,470. I called the customer service and complained the change they made with the policy. They insisted the policies have not been changed. Because I copied the policy already, I did not read the policy which was attached at the bottom of the confirmation mail.

I booked a hotel on hotels.com. I read the reviews they provided and felt good about where I had booked. I decided to check out a few other review sites like Yelp and Google reviews. I was shocked! The hotel (Millennium NYC) had awful, downright nasty/disgusting reviews. Somehow, hotels.com had a 4/5 star rating. I feel like they either make up their own reviews or delete bad reviews. Bottom line: Don’t trust their reviews! Check other sites first!

I made a reservation for a room at the Ramada Plaza in Orlando, Florida via Hotels.com for December 2012. The website advertised free cancellation 48 hours before check-in. After exploring other options, and before the 48-hour requirement, I made an online cancellation (just as I had done the booking). A computerized print out was received stating the acceptance of the cancellation. It clearly explained that the money would be returned to credit card.

Before booking my hotel, I've found out that the hotel rate was less expensive on the hotel's official webpage. I called Hotels.com customer service to make sure they would match the price. The person who attended my call agreed with me after checking all the information on the official hotel webpage (including the cancellation policy) and asked me to book confirm my reservation on the Hotels.com webpage and after that, fill out the price match form online. The answer I received from Hotels.com on my request was that they were not reimbursing me for the difference. And worse, I cannot cancel my Hotels.com reservation anymore after the check-in! Don't trust them!

I booked a hotel from Hotels.com in the month of September 2012. Since they have a price-match guarantee, I wrote to them and called them regarding this matter. They promised to refund the price match amount (which was then $644.86 and now $394.08) in October 2012. Since then I have written them several times as well as called them nearly 10-15 times. However, they have not refunded my money. Every time I call them, the concerned agent puts me on hold for more than 5 minutes and says that he would personally look into this and make sure that the amount will be returned in maximum of 3-7 days. This has not happened in the past 4 months. They also mention that they will call me back in 24 hours and confirm. However, till date, there have been no return calls and no price-match money coming to my account.

My daughter booked a hotel for our tentative stay in London. She booked it as tentative and refundable, but they changed it to non-refundable. Since our dates changed, we did not use the hotel. But my daughter called them four times. In the first call, she was assured it would be taken care of. In the second call, they said nothing could be done. In the third call, she was told it would be taken care. In the fourth call, she was told nothing could be done. When I arrived in London, I called Hotel.com after finding out that I was charged 2,000 USD for a hotel I never saw - my daughter went to the hotel, and they had cancelled the reservation. I called Hotel.com on Dec. 25, and I was assured the problem would be handled the next day and the rep would post notes for whoever took the call the following day. When I called back, I was told nothing could be done. This cost me more than $2,000. I filed a complaint with the Better Business Bureau, but the response from Hotel.com was basically "It was a non-refundable booking."

I made a reservation on Jan. 13 for an Ireland hotel on my CDN Visa, but moments later realized the dates were wrong, in part due to hotels.com website assuming I was working on a previous inquiry, notwithstanding that I changed the dates on the second inquiry, and so I cancelled it moments later. I made a new reservation for the new dates - one more night. When my VISA bill showed a charge of 1,119 US Funds and a credit for 1,061 US Funds, I called Hotels.com to tell them it appears I can't do business with them if I get ripped off on exchange. For reasons unknown to me, we were dealing in US funds when I am CDN booking an Ireland hotel. Watch out!

Today, when I tried to check in, they had no record of any information concerning our reservation. Fortunately, the manager and staff were wonderful and checked us in as they confirmed the information from my iPhone. This is the second time I have had this experience with Hotels.com. In trying to think of a solution, I think these travel sites should require the hotel to send you a confirmation receipt as well as one from the travel website. They had my cash for over a month and still didn't follow up to confirm that Marriott had a record of the transaction.

I booked an executive room at Novotel World Trade Center (Dubai) via the Hotels.com website on December 4, 2012. My check-in date was December 25 and check-out December 28, 2012. Confirmation number **. The website displayed a picture of the room showing a separate sitting room and a bedroom. We were 4 family members staying together (my wife, our 2 children, and myself); therefore, a separate sitting room appeared to be an attractive feature of the room giving us extra space. This feature prompted my purchase decision. However, when we checked into the hotel, we were given a room without a separate sitting room. I complained to the hotel, but they told me to talk to Hotels.com since I had booked via Hotels.com, and they (Hotels.com) had received the full payment for my stay from me.

Do not use - they purposely pressure you & give erroneous info. I was thinking of booking a hotel through the website. I called the number to talk to a live agent to ensure no other fees. Agent offered to make reservations over the phone. I said, "No, I already started online, but I'm not sure if I will book." She said, "You may lose this rate, I'd do it now. If change your mind, you can cancel tomorrow at 3 pm." I then said, "The website says I would get charged 1 night stay if I cancel after 1/13 (it was already 1/15)." She then said, "No, you have until 3 pm tomorrow and it will be on your email confirmation."

I made an inquiry about a hotel in Florida and gave them my credit card number to hold a room. The fast talker told me this was a non-refundable room so I said, "In that case, I don't want to make a reservation." Guess what? They had already charged my card and told me I had to speak to customer service to request a cancellation. I waited online and got the charge cancelled with what is up to a 5-day delay. What is worse, they charged me $20 more than the quote made by their rep. I asked to speak with a supervisor and all he could say was, "So sorry." I will never use them again.

On November 13, 2012, I made 2 reservations at my hotels.com site, one for this coming April and one for November 2012. This November 2012, reservation was the one that allowed me to get a free night. As I always do, I booked my reservation at my account, but I had the reservation sent to a different email. They now claim that they can't give me credit for my stay because I had the confirmation sent to another email address. I think that they are trying to get out giving me my free night. I’m so angry. So I am pulling all of my other reservations from them. They will never get any more business from me. They seem to change the rules when it best serves them. It’s very disappointing. I would rather pay more than give someone like that in my business.

I have booked through Hotels.com at Quality Hotel at Andover, UK. The following is the Hotels.com confirmation number: **. The hotel charged me in Indian currency Rs.18,301.39 (approx GBP205). Check-in date is 02/12/2012 and checkout date is 05/12/2012. During checkout, the hotel has given a full and final bill for GBP164.80 (receipt # **). The difference is approximately GBP35+. I think such high charges are unjustified and this tantamount to cheating the customer. I have sent a mail sharing my concern with the Hotels.com and they have not yet acknowledged the receipt of the same.

Absolutely horrible. They booked me by telling me that there were no rooms available except 1 and I needed to book it. Upon arriving 25 minutes later, there were 9 rooms available and I was told to book the double queen as it was the only available. Six rooms were available for what I requested and it was an absolute lie. The hotel owner has had several complaints and this was part for Hotels.com. To boot, their rate was higher than the normal rate. Call the hotel directly. When I called customer support, after a 20-minute wait, I asked simply if they would do anything about it, yes or no. They refused. Make a point and refuse to use this service. Book directly.

On December 30, I made a reservation for 2 rooms for one night at Strawberry Valley Inn in Mount Shasta using the hotels.com website. I drove 4 hours to Mount Shasta to discover that Strawberry Valley Inn was closed. The only alternate lodging in Mount Shasta for the night was at a cheap motel unfit for a dog. That same night on my 4-hour drive back home, I called hotels.com to advise them that they had provided me no service (actually a major disservice) and requested my money back. They said they would resolve the matter within 72 hours. Three hours later, they sent me 2 emails stating they were cancelling my reservation and charging me $130.31 per room for a total of $260.62 as a cancellation fee.

We reserved a room through Hotels.com. When we arrived, they were not aware of our reservation and they were all booked up. Hotels.com is refusing to refund my money.

I booked two rooms for one night at Santa Monica without a problem. I have not checked whether there were extra charges yet on that booking. Then I booked two rooms for two nights at Garden Grove. Upon confirming the transaction, I realized that I had included the checkout date - that is I had reserved 3 nights incorrectly. I used the mobile phone and called Hotels.com. Twenty four minutes later on the line talking with the agent, she said the computer system is slow and suggested to call me once she had completed the correction process. She said she had called Hyatt Regency and received Hyatt's approval to accept the changes from 3 nights to 2 nights. I asked her for her name and ID to follow up on this trail. She assured me that once I called back with the confirmation number, the next agent will know.

Hotels.com advertises its rewards program on its site. I was registered with them and their rewards program. None of my stays at the hotels received credit in the rewards program. When I inquired about why I received no credit, I was first told I had no account. Then I was told my account was deactivated. I was told my bookings did not qualify. I was told many things by someone who does not speak English as a native tongue (communication through virtually incoherent emails). Essentially, the rewards program is quite bogus.

I looked on Hotels.com website this morning for a hotel near a university in another state. I saw that there were several hotels near the university. I called the phone number that was listed for one of the hotels. A man with a very strong accent took my call. He quoted me the same price as online. He took my credit card number, read me some details (faster than lightning) and asked if I agreed. I asked him how long I had to cancel if I needed to do so. He said until tomorrow 6:00 pm (the day I am scheduled to arrive). I agreed and booked two nights.

I called every Bed and Breakfast in the London, Ontario area for accommodations during Christmas and New Year because I own a B&B and wanted to be pampered myself for a change. They were all closed for the holidays but one of them suggested I call the Idlewyld Inn. I used a search engine to find it and called the first number I found which was Hotels.com. I asked to see pictures of the rooms before I called them directly. The salesman directed me to the inn's home site to see the few pictures they had which didn't tell me much.

I booked a room through Hotels.com and scrolled down the page while filling in the required information for payment. The total for the room charge and the additional taxes, etc. becomes hidden from view, because it is positioned at the top right-hand side of the screen. This is often where other sites have various advertisements. It was unclear to me when I pressed "book" what the total I was being charged was because it is obscured from view unless you scroll back up. I assumed that by pressing "book" that it was going to take me to a page that showed all of the itemized charges before my card was charged.

I booked a room with Hotels.com and arrived at the airport to find that the hotel told Hotels.com that there were no rooms all day, but they booked and charged my card anyway. There were no rooms available at 1:00 am. Even worse, it took three hours of telephone calls to obtain a refund which will take up to 7 days to process. This company needs class action fraud lawsuit!

We booked two refundable hotels for a trip we were planning, but got a confirmation for only one of them. When we decided not to take the trip, we went to Hotels.com to cancel the hotels, but only one was listed. I searched email, different accounts, and different third-party booking services but couldn't find any record that the second reservation had gone through, so we assumed it hadn't processed. A few days before the planned trip, we got an email about our "upcoming trip," once it was past the refundable cancellation period.

I clicked on a link of my phone thinking I was calling the Jameson Inn in Lake City, Florida but was connected to Hotels.com. The operator seemed very nice and persuasive (and may have just been going on the data he had - which was clearly very lacking). I gave him our requirements (we had three small dogs, two Toy Poodles and a Bichon) and he suggested the Days Inn over the Jameson due to Hotels.com customer reviews and a cost savings.

Don't waste your time with Hotels.com. Twice now, they have booked us into a hotel that was sold out. Even worse, we were in line with another person with the same problem! Rude staff hung up on me when I asked to speak with a supervisor!

I bought a package for Orlando, FL to celebrate New Year. Hotels.com posted a Disney Parks Tickets promotion that says buy 3 days and receive 2 free. I bought the 3 days tickets but didn't get the 5-day vouchers. When I verify trying a new Disney tickets booking, the other page specifies that the real promo was buy 5 days for the price of 3. I called Customer Service to honor the promo since the price was the same and they put me on hold for 56 minutes while verifying with their supplier. They canceled the call without giving me an answer. I emailed them and they responded with a "Thank you for your feedback" note. I'm still waiting for the answer if they will honor the promo.

Ridiculous service. Never use it again. I made a reservation and tried to cancel before the 24 hours required. I could not do it online, so I called them. They wouldn't help me. Terrible service. They did not honor me with the cancellation policy. They told me to call the hotel myself. I did, but they did not have the reservation yet. So I could not cancel. And they are going to charge me with one night. Never ever would I trust them again.

My hotel stay with EGI Resort was very bad. On 12/12/2012, I called your Singapore telephone line and spoke to Hisham and told him that the hotel's Internet access was not accessible to the rooms. The beach connected to the hotel was nowhere to be found. The pictures shown on the hotel.com website during the booking were way too dark, and they're not what we actually see at the hotel. It's very disappointing. We even let the EGI Resort hotel staff named Crystal to talk to Hisham about our troubles. Hisham said to wait for an hour for his call, but we waited for 4 days - no calls at all. We have decided to cancel our stay at the EGI Resort for 16/12/2012 and 17/12/2012 because there was no help from your side. Hisham promised to call my hubby, but we waited for 4 days and no calls at all. Your support was very bad. Please refund our money for the 2 days because what was on your website about the EGI Resort was a lie.

Last night, I foolishly reserved a room at the Henderson, KY Super 8 through this website. I asked for arrival Dec. 24 and departure Dec. 25. When I checked my email this morning, I saw a confirmation for Dec. 25, departing Dec 26. I immediately contacted them for a change in days and was told that their policy was no change, no cancellations, and I was simply out the night's stay I had already paid for. Mind you, I am not canceling, just wanting them to correct their own error. I was told this was the motel's policy, not theirs. The phone number they listed was a bogus number.

We did not get the room that we reserved. I checked in after a full day travel and the clerk at the desk said that we could not get our reserved two double bed suite. We had to accept a king suite. Well, for reasons, this would not work. I ended up sleeping on a pullout sofa. They did offer to change room the next day. When I called Hotels.com, they informed me that it was up to me to call that night so they could try to move us to another hotel. I told them we were exhausted and had to take that room. I requested a refund by either the hotel or Hotels.com for one night. (We stayed four nights.) They said they would only give us a $40 voucher to be used by them again.

I called the 800 number to book my hotel for a military ball in Pigeon Forge, TN. When I called, the customer service rep that I spoke with assured me that I was actually calling the Music Road Hotel and confirmed that the event was being held there. She even confirmed the address! When we arrived at the hotel, there was no record of my reservation; therefore, I had to pay $106 for a new hotel room! I had already paid $88 for the hotel room through Hotels.com back in September when I made the reservation! There was only an hour until the event so we had no choice but to book the additional room! When I called Hotels.com, I was told that I did indeed have a reservation at the Music Road Hotel. The CSR called the hotel to confirm. Then the hotel told me that a CSR from Hotels.com had not called them.

I booked a room through Hotels.com and an hour later, arrived to find it to be the right hotel but wrong location. I talked to the hotel and then called Hotels.com. They told me that I was good to go and my reservation has been canceled. 2 weeks later, the charge had not been credited back to my card. I called Hotels.com and was told that the manager would get this taken care of within 72 hours. After 96 hours, I called back and this lady said that she just spoke to the hotel manager and that they would not refund my money; even though they were the ones that originally told me that it was taken care of. I finally gave up and will let my credit card company dispute the charge and get this taken care of. The unbelievable part of this is that I was still staying in the same chain of hotels, just a different location. So they were getting my money anyways. I'll scream at the top of my lungs for everyone to hear "Do not use Hotels.com ever!"

I had an emergency trip that had to be scheduled for a funeral. Not knowing the exact date of the funeral, I booked a hotel for 2 days through Hotels.com. Less than 8 hours after booking, I found out that I needed to change the date. I called the hotel in which I had a reservation and since I booked through Hotels.com, they could not adjust the reservation for me and gave me a number to call. I called this number and was transferred to another number (the people on the phone were extremely nice and polite). The end result cost me over $60 more for making changes which I thought was absolutely ridiculous since it had only been a few hours in making my reservation. It did not cause them anymore work and next time I will deal directly through the hotel.

I had two nights earned through the rewards system and needed more activity soon for them to not expire. I made and used a reservation, but my points expired anyway. The CSR in El Salvador tells me my reservation was the wrong kind of activity. I paid the hotel rather than Hotels.com. They were unwilling to do anything for me. My advice is to use some other reservation service.

I filled in the dates on the website and then Hotels.com changed them to its default dates resulting in a wrong date reservation. Hotels.com refused to correct the dates without a charge, and they charged a fee in the billing they refused to change. Their fee is hidden and they withhold that fee until you are billed. And now they want to charge everything including room, taxes and fees.

I will not ever use Hotels.com. I recently booked a hotel for a 10-hr. layover in Houston. After booking, I received two confirmation emails from 2 different hotels. My card had also been charged 2 different amounts for these hotels. When I called to straighten this problem out, the agent told me that this was my fault and the only way that the rooms would be purchased was with my permission. I know that I only made one reservation at one hotel. Also, I was told that this hotel had a 24-hr. shuttle service, liars.

I booked a 2-night stay with a hotel through Hotels.com. I called to change it to one night, as some friends had invited us to stay with them the second night. After 30 minutes on the phone, the guy assured me that my reservation had been changed to one night and my money would be refunded. When we arrived at the hotel to check in, they still had us listed at 2 nights. I had to call customer service, who then had to call the hotel. In order to even get the refund processed, the rep had to speak with his manager. I spent 45 minutes on international roaming trying to fix their screw up. When I asked for some sort of compensation for my time and the extra money I was spending due to their error, they said they were unwilling to offer any sort of compensation for my time and trouble outside of the refund they should have already processed in the first place.

Thanksgiving vacation 2012 - I booked a reservation for North Tahoe Lodge through Hotels.com for the Thanksgiving holidays. The day I went to go check in, I found the lodge but upon entering, a family mentioned to me that they have booked the whole lodge. This lodge isn't a hotel where they have a front desk, so I loaded up the website on my phone to call the reservation desk. I dialed and left voicemail. I was sitting in a car with a pregnant wife and a 5yr old in the backseat and stranded on a snowy mountain side with nowhere to go.

Update with Hotels.com: I've booked many hotels through Hotels.com. Though they said that you could get refund before 24 hours, they still owed me over $154 because you have to be careful. They refund with many small transactions for one big multi-room booking. I did them for my class reunion, then I realized that they didn't refund all the money back too. Priceline.com is much better because they are very honest with their refund. No to Hotels.com. We booked the hotel, 5 rooms, at LA and paid up a month before but when we arrived, there were no rooms available. We ended up at the neighbor hotel that was very terrible, bugs on the bed, no air condition, and mold. They didn't refund one penny. No more hotels.com. It's not a trusted business!

Hotels.com fails to assure that the price they charge is inclusive. Stayed at the Silver Palm Inn near downtown Key West and was shocked by a daily, mandatory service fee of $15 plus tax, when we had already paid over $200 per night. Hotels.com does offer the ability to read reviews (as long as the review doesn't negatively reflect on Hotels.com). But trust is everything when you pay in advance (lying about price). We have lost trust. They have a scheme that could make them dominant in the hotel reservation market just as Dinners Club did in the 1950's with the first credit cards. But trust once lost is nearly impossible to get back. We will spend easily $2500 in hotels next year - not one dollar with Hotels.com. I will use their website to find hotels, never book them.

We can't believe that Hotels.com would be associated with America's Best Hotel in Ft Lauderdale. The hotel was not safe to stay in. No sprinkler and the smoke detector was gone. Hotels.com refused to cancel our reservation while we were there. We prepaid. They said they spoke to the owner and he said everything was fine. The facility was disgusting, mold and rusty bathroom fixtures. Blood on the sheets and holes in the wall. We called the police about the smoke detector and they called the fire department, which said we couldn't stay in that room without a smoke detector. The owner said he didn't have another room so we would have to leave.

Hotels.com did issue me a refund the day after I wrote this review. So I'm no longer angry (one star) but can't call the experience satisfactory (three stars) either. They should not tell people that they've been issued a refund when they haven't been issued a refund.

I had originally booked two rooms with the hotel but then cancelled because I thought I wouldn't be able to make it to the event. Anyways, it turns out I was able to attend and my dad told me to book with Hotels.com, so I did. I was shocked when I found out the price was $250 more than the original price. When I questioned them, they told me that this was because all the rooms were full and that I had extra adults. After this, I decided to call the actual hotel and it turns out that there were still plenty of rooms available.

I booked 2 rooms for my husband and his associate on November 13th when they were traveling out-of-town on business. When getting to the hotel, they could get a better rate than what hotel.com was offering, so took that rate. I received my credit card bill today and hotel.com charged me the full price. Upon checking with the hotel, the hotel only charged hotel.com the rate they quoted my husband. I called hotel.com, and they refused to give me a rebate because it was not an advertised price. Word to the wise - call the hotel directly when wanting to book a room. You will get a better rate than hotel.com who are just thieves.

Please be aware before booking with Hotels.com that if the hotel of your choice did not meet your expectations, you will not get your refund back! I booked a hotel in Lancaster, PA named Hotel Brunswick and to my horror, my family got misled into this crappy junk of a hotel. I was traveling with my one-year old and we arrived late to find ourselves in a rundown, smelly, filled with flies hotel lobby. I told my husband we get out of there and he said maybe it's just the lobby. It's late and the baby is cranky. So we gave them the benefit of the doubt. Our room key, if you think it couldn't get worse, it did. The elevator was dirty. The hall to our room smelled like pure smoke and the room had holes on the walls. To top it all off, the sheets had what it look like sperm residue! I flipped out.

Only the hotel can request a refund from Hotels.com. The hotel must submit the request along with a brief explanation via email or fax to Hotels.com's lodging support service department. Yes, the hotel knows how to do this. Hotels.com lodging dept cannot issue a refund without written request from the hotel to prevent fraudulent claims (which does occur). Once the request is received from the hotel, it takes 3-5 business days to work with the banking systems to reverse the charge to complete the refund. The hotel is sent an email notifying when the process has been completed. Note: There are several conditions in which a refund will be refused.

I have been having a terrible time recovering my money after Hotels.com illegally took $120.80 out of my checking account. My husband and daughter had to unexpectedly drive to New Orleans. When there, they decided to get a room instead of turning around and driving back. However, they changed their minds and cancelled their hotel reservation with Hotels.com and LaQuinta an hour later. When they tried to call and cancel the reservation, the ongoing runaround began. First, they were told that they had to have the confirmation number that was emailed to them. My daughter told them that they were traveling and did not have access to a computer. Once they drove back to the Memphis area, my daughter continued to check her email for several days and never received a confirmation email.