Hotels.com

I recently booked 6 nights through Hotels.com on a spring break trip. I find their website flow deceiving as they route you past fine print details, their representation of the property deceitful as they bury unfavorable details, and their customer support is unsupportive. I was actually advised to book a redundant stay at a second hotel while a refund was requested, but the refund was denied by the hotel and Hotels.com says they have no recourse. Also, after about 5 emails of pleading my case and asking for escalation, I am not being escalated or accommodated.

Unbelievable. I booked a hotel and when I got the confirmation by email, in big print was the fact that the room chosen is only for Egyptian nationals. Well I'm a USA national. So I called Hotels.com and to their credit, they answered the phone. They told me that on their site, if I had looked carefully, as in real real carefully, at the bottom of the page in the "At a Glance" section if I had clicked "see more", I would have seen that the room is only for Egyptians with proof of nationality at check in. Ok, so please cancel the reservation I requested. Hotels.com obligingly contacted the hotel which "refused to refund payment". In any event, if you choose to use this site, read every little word and click every little box to see every little text or risk losing your money.

I booked a hotel reservation for the Astoria Crowne Plaza in New Orleans. When I reviewed the cancellation policy it said I had up to May 14th to cancel and even though I chose to pay at the hotel if requested my car and pulled a fee of $144.00 I should have questioned it then but I did not. It turns out I need to cancel the reservation more than 30 days before my stay and I was told the cancellation is “cancelling up to May 14 before 11 pm will be a penalty fee of &124.00." I explained to two different representatives that is not what the policy said.. No help.. Excuses and I have lost $124.00. I will not use this website again..

I booked a room in another state using this company. They immediately charged my card in full. I received an email confirmation and receipt from them. Five minutes later I receive an email and confirmation directly from the hotel. It is a much lower price. I tried through their customer service to get a refund in the difference, but just received excuses and runaround. So much for low price guarantee. My opinion just a very shortsighted business practice to gouge a short term profiteering over having a long term customer. I will NEVER USE this company again. There are other and more honest booking companies to use. Avoid at your own peril. Trust these reviews. Don't ignore and be a fool like I was.

I made a hotel reservation for 1 night to my husband who had a delayed flight from Florida to Arizona and needed to stay from 3am to 8am. The representative was nice and I was relieved knowing the booking was done and they even offer an airport shuttle to the hotel but when my husband got to the hotel by Uber (they didn’t pick him up) the hotel was BOOKED and he didn’t have a place to stay at 3am. My husband found himself another hotel he could stay. I will never recommend hotels.com.

I was a loyal customer for years and I had been saving up points for a vacation. When I was ready to book, I noticed I couldn't get into my account. I then called and they told me that there was a change of e-mail address associated with my account, which I never did of course. I thought, no big deal they'll make it right. So I'm told that I need to create a new account and that they will merge them within 72 hours to get my points back. I create the new account and call them 3 days after only to find out that there is nothing they can do about it. I lost all my points, status, everything! I had PLENTY of e-mail showing that the old account belonged to be but they refused the proof. My advice: STAY away from these crooks! Take your business somewhere else!

They pride themselves in advertising Hassle-Free Travel Guarantee if you are a silver status member. Although they don’t honor what they preach. I made a business reservation through one of their agents with specific instructions that I would not be checking in until 9 am the next day. I verified with the agent multiple times that I had the correct reservation for the times that I needed. When I went to check in to the hotel, they gave my room away because I did not check in by midnight, even though it was noted of the late check in and it was prepaid.

I am going to presume that if you do not have an issue with your reservation then using Hotels.com is adequate. But beware to never ever ever even think about taking a chance that there will be no reservation hitch if you are counting on Hotels.com (Expedia) if you are for instance at the Final Four in Minneapolis and there is absolutely zero rooms left within a 50 mile radius. Absolute disaster. It began when Hotel.com double booked my room, that was a non-refundable charge paid fully in advance for 3 nights. Generally, when you pay in advance it is a reasonable assumption that you have a pretty solid guarantee that your room is locked up tight. Never assume!!! I arrived to find my room was taken.

This stay made a record of being my worst experience with a booking website as well as a hotel. The hotel was booked 3 months prior to our stay but shortly owner started texting me that he could not provide us the room at such rate. I started communicating with the site and every time they confirmed me there is no issue. Upon my resistance, they contacted the owner and told me the amount of booking has changed and Hotels.com accepted to pay the difference. However, I received same messages from the hotel (if you can call it one). Again I was assured that there was no issue via Hotels.com.

While booking three rooms for a one-night stay in Iceland, I accidentally booked the wrong date. I immediately called Hotels.com to cancel. They told me they would cancel the booking, but I would be charged the full amount for the room. The refused to not put the charge through on my card. I will NEVER deal with Hotels.com again.