Hotels.com Reviews

We booked one night in Comfort Inn in Black Mountain, NC. I requested the room with 2 beds. They stated that the hotel is full and the only room available is the one with king size bed and sleeper sofa. I agreed to this and asked for a non-smoking room. The person making the reservation read it back to me and assured me that the room will be non-smoking. She also said that she found the lowest price for me. When I got an e-mail confirmation, it said that the room is smoking! I had to call the hotel to fix this and discovered that they have plenty of rooms available and that their lowest price is $20 less than what Hotels.com offered. But that was not the end. After we arrived, the hotel clerk informed us that they didn't receive payment for the room from Hotels.com! I had to pay for the room again. So now, I somehow will have to get a refund, and judging by previous comments, this is going to be hell. I really don't know why I decided to make a reservation through them. This is a ridiculous company. It was my first and definitely last time dealing with them. Everything - absolutely everything - went wrong with this reservation. I don't understand how they stay in business with this kind of service. Please, don't book through them. Call the hotel directly and avoid a bunch of problems.

I recently booked a business trip for myself and three of my co-workers to New York. I naively relied on Hotels.com's price guarantee while booking 4 rooms for 2 nights at Hotel Chandler. I was billed at a rate of $409.72 (including tax) and I paid in advance. After arriving in NY, I found that we needed to stay another night. When I inquired as to the availability of one more night, the hotel was happy to accommodate but said they would have to charge their prevailing room rate rather than the Hotels.com negotiated rate. It turned out, however, that the walk-in-off-the-street rate was $266.27 per night (including tax). Therefore, the full-fare rack rate was $143.45 less per night that the "negotiated rate" from Hotels.com.

We were booked for 2 nights at a hotel for two non-smoking rooms, but the rooms were smoke-filled and no other rooms were available. We canceled our reservations and were told that we had to seek a refund from Hotels.com. We contacted Hotels.com, who said that they would only give a partial credit of $374. When we called again, we were on hold for 10 minutes. A customer service rep answered, but once I told her about the problem, she starting repeating "Hello?" as though she could not hear me. We are contesting the charges with our credit card company. These people and this company must be stopped!

I stayed in a Holiday Inn on September 14 for $235 and had a terrible experience. Holiday Inn offered to refund me for my 1-night stay. They spoke with Hotels.com who agreed to refund me. This was all said on September 17. Fast forward to October 1st, still no refund. I called and waited on hold for 40 minutes before finally speaking with someone. They said they would refund me and it would take up to 2 weeks. I made sure that they emailed me a receipt. It has now been 5 weeks and no refund has been given to me. I am currently on hold again and it's been 32 minutes. Their website says, "We have no access to the status of your refund, call your bank or credit card company." Ridiculous. I will never book through their site again!

I never tried to reserve any hotel, car, or flight by Hotels.com. This is the first time and had a very bad experience with this stupid company. They’re here to cheat with customer, giving wrong information. Even if you call to their cancellation phone number, they are never going to pick up the phone. But if you call for reservation right away, they are going to pick up the phone. Yesterday, I booked one hotel in Mount Laurel, NJ area through Hotels.com. Hotels.com said that they have every room Wi-Fi, breakfast and many more. But when I reached that hotel, they don't have even Wi-Fi (Crossroads Inn, Maple Shade, NJ).

My boyfriend and I booked 2 nights stay at a hotel in Oaxaca, Mexico, during Dia de Muertos. We paid a deposit to hotels.com and received a confirmation number from them. However, when we arrived at the hotel on the confirmed date, the hotel did not have a booking for us and didn't even have any rooms left that we could book. We called around town to find a new place to stay, but the only thing available were separate bunks in a hostel. Hotels.com has yet to reimburse us for the money we paid them.

My husband and I were stranded in NYC during Hurricane Sandy because we live downtown. We used hotels.com to book a hotel at the Intercontinental in Times Square. When we called the hotel itself, they said they had no record of our booking and that they had been full all day. Hotels.com had taken our money without making sure that there was even a room for us. When we called to get our money back, they said they couldn't refund us for 24 hours. Unbelievable. Never use them.

Nothing special about the site - I want to make a reservation for a hotel in Jasper, Alberta, Canada. The options I got from Hotel.com were nothing special. When I just googled "hotels in Jasper," I got more options, with better prices and this is not the first time that I got better offers with larger options from other search engines. Hotel.com offers nothing that’s worth using it. And to the contrary, you'll get higher prices with lesser options.

We booked and fully paid for accommodation in Washington, DC through Hotels.com. We reside in Australia and originally the visit was for mid November, with a stay in New York for 10 days prior to going to Washington. Because of Sandy we put the visit back by 3 weeks. We were able to make changes, but that wasn't the case with Hotels.com. Looks like we have lost our money at the hotel. Dealing with Hotels.com about the change I requested was very frustrating, unprofessional and a waste of time. I was told there was no need to change as it was now sunny in Washington! The lesson is as far as I am concerned is DO NOT under any circumstances arrange travel etc through Hotels.com.

Do not book with Hotels.com. I booked a room though them for a 1 night stay at Days Inn. I got to the hotel and was told by the hotel that I had only paid the deposit thought hotels.com. So, I had to pay the balance of $121.00 to the hotel. When I got home, checked my MasterCard, Hotel.com had charged me $156.80. Thanks a lot! The regular price for my room at the hotel was $156.80. So I paid $277.00 for a $156.00 room. I am trying to get some of my money back from Hotels.com. I was on hold for 45 minutes to get to talk to someone. They will check into it, "aka" no hope to ever see a dollar back from them.

I asked them to postpone my reservation because of Hurricane Sandy. They said they cannot change the reservation. Also, I lost my free night because of this one. It was the worst experience ever. The next thing I did was to delete my account from Hotels.com.

So, we tried to cancel our reservation because of Hurricane Sandy. We were told that they weren't doing so (at the time). Moreover, they said that the cancellation fees are set by the individual hotels. We tried at the hotel, and we're told that they couldn't cancel a reservation from hotels.com because of their contract with hotels.com and that any cancellations would have needed to be done in advance - which we tried to do. We tried to deal with customer service, but they make it impossible to communicate with them. Very angry at hotels.com and also at the hotel chain that I booked through, since both simply sought to try to absolve themselves of responsibility by pointing to the other.

I had booked 3-4 times with Hotels.com and recently for the last time as they over-charged me and offered no solution to fix the problem. I recently booked a room advertised at a $215/night regular rate and $160/night Hotels.com special rate. In fact, I was charged the $215/night full rate, which I did not notice until the following week when doing my expenses. Customer service was zero help and offered zero solutions. They said they could not go back to that day to check the advertised rates - which was ridiculous given technology today - and basically meant they just didn't want to go back to check the rate. I won't be booking with them again.

Hotels.com has the worst customer service if something goes wrong, especially if you talk to supervisors (like Pamela **). I have done tons of transactions with this business and I have never been satisfied. If something goes wrong, you would never be able to cancel your reservation or get your money back. Trust the online reviews and never ever book with them.

I reserved a room at Windsor Hotel, New York sometime in April this year. Unfortunately, just before I departed, my passport was stolen in Nanjing, China. Therefore, I wasn't able to fly to USA from Shanghai. I contacted Hotels.com immediately and explained to them my unfortunate experience. Given that I had actually gave them at least a week's notice that I wasn't able to travel, I then requested them to amend my hotel booking. Their manager, a Malaysian named Sarah **, agreed to amend the booking for me. I was very happy but later when I contacted them again and told them about my intended travel dates, they immediately told me that Sarah ** no longer works in their firm, hence, they would not honor their promise to me. Meaning, they just pretend nothing had happened and refused to amend my booking. Instead, they told me off that my booking is nonrefundable and that they decided to forfeit my payment. Consumers, I feel that this is a trap! Please, if you don't want to get con, do not use Hotels.com if you are wise. Do not use Hotels.com! They ought to be shut down!

I recently booked a hotel on Hotels.com. Their website gives you the alternative of finding hotels near a particular landmark. In this case, their website listed the hotel that I reserved as 1.2 miles from the landmark. In doing additional research, I found it was actually 4+ miles from the landmark and a 1-hour-and-19-minute commute via rail. I asked them, since it was their information too that was incorrect, to release me from the reservation, and I was passed onto a supervisor Nathan (policy does not allow them to give out last name). Nathan said it was the hotel's fault that the information was incorrect (not true) and repeated, ad nauseum, that this was a non-refundable reservation. And unless I could get the hotel to release Hotels.com, the charges stood.

I booked a reservation through a hotels.com agent over the phone and was told that they would price match anything offered by the hotel directly. I called back 5 minutes later to let them know that the hotel price was $42 less. After 1/2 hour of runaround and 3 transfers "up the ladder" to a customer service manager, I was told that If I wanted to dispute the difference with the hotel or through the credit card company, I was welcome to do so, which I did. I will never use hotels.com again nor would I recommend them to anyone.

I am horrified with their customer service or lack thereof. I booked through them and then sat on the phone for a half hour waiting for a price adjustment as many other sites had better rates. I finally got so sick of holding as I have a life other than holding for them that I hung up and called back. I hit "1," which is the only line, and they picked up since that is for new reservations. I got the rudest, condescending and sexually harassing representative on the phone who called me "honey" and "sweetheart" and tried to get me to keep my reservation. I am absolutely disgusted with this joke of a site. Never, ever, will I book through them!

Our travel agent booked us a hotel in Morocco through Hotels.com (TravelScape/Expedia). Hotels.com charged our credit card four times instead of once. Our agent tried for months to get us a refund and finally Hotels.com admitted to over-charging us once, but that they had never received money for the other two charges. On verification with our credit card company, we were told that they received the money. Hotels.com took so long in getting back to the agency (over two months) that we have gone beyond the time limit for the credit company to reimburse us. We are out $537.12 CAD. So for a stay that should have cost us $268.56, it has cost us $805.68. One can wonder if they did not use delay tactics knowing that if they went beyond a certain time, there would be nothing we could do about it. In the future, we will be very careful not to use this company or its affiliates (TravelScape and Expedia) and we will make sure that our travel agency does not use them either.

Our story is not as terrible as some others on this site, but we've just had our own problem with Hotels.com. I used their service to book two nights in Cedar Rapids at the Hawthorn Suites by Wyndham. The photo that accompanied the room description showed a suite with a queen in a separate bedroom and a fold out couch - perfect for our three adults, one child trip. We arrived at midnight and were put into a one-room handicap queen. The bathroom was like a hospital's, which is especially difficult because of all the time we've spent in hospitals because of our youngest. There was no privacy for my wife and me because we were all in one room.

I booked a hotel in Paris on hotels.com over the phone and then changed my mind, which I was told I could do online with no problem. I was unable to do this, so I called hotels.com directly and was told they could not do it either. So they put me through to someone else who finally said it was done. A week or so later, I got an email confirming my reservation at the hotel in Paris. So I phoned again, and they assured me it was cancelled. I asked for an email confirming this cancellation but never received it. A week or so later, it happened all over again.

I made a reservation with Hotels.com for $1272, and then I watched the price drop to $1100 on their website. I called to get a credit back for the price difference; again it dropped to $780. I made another phone call and waited 20 minutes to get another credit. This time there was no confirmation, so I made yet another call to ensure receipt of the price match.

We booked a few hotels during our trip in Europe in September 2012 and one of the hotels was booked on Hotels.com. The hotel (in Rome) that we booked through Hotels.com told us that they cancelled the reservation due to a credit card issue. That's funny because I always used my no-limit AmEx for all my bookings and none had any issues. To make things worse, I had to call Hotels.com from Athens using my US phone and then they told me about the cancellation. The customer service rep could care less that I'm about to fly to Rome with no room to stay at. Poor, poor customer service. I suggest booking at the other reputable sites for peace of mind. I will never book on Hotels.com ever again! I was out $40 USD on the phone call and there’s no resolution.

I made a hotel reservation on Hotels.com for the first time. When I got to the hotel (a Quality Inn in Ripley, West Virginia), the hotel had no record of the reservation. I called Hotels.com and I had to speak to two individuals with limited English for 20 minutes to cancel the reservation and get a refund. Luckily, the hotel had a room left, which I got at the front desk - for about $18 less than the Hotels.com reservation. I guess Hotels.com isn't the way to make hotel reservations.

At the last minute, we decided to take a trip to the Jersey beach over Memorial Day the past May 2012. We couldn't get a room since it was a holiday and it was last minute and while searching and scanning the internet with my droid cell phone, I came across Hotels.com. It seemed like a quick and easy way to locate a hotel in the area. We were trying to go to with an easy to understand website. It's very misleading and allows these hotels to lie about what they are offering and the overall description of the hotel right down to being clean. I called the customer service number to be sure I was getting a room with no mistakes as I do not always trust the internet to process things as quickly. The man I spoke to was completely uninformed on what he was promising me, it was all lies.

I booked a 4-star oceanfront resort weekend at the Omni Resort in Hilton Head, South Carolina. When I arrived at the hotel on my new Goldwing motorcycle, I was told that motorcycles are not permitted at the resort. The hotel management pointed the finger of blame at Hotels.com for not disclosing the information; however, it was also not mentioned on the hotel's own website. We were essentially stranded for three days with no transportation while our motorcycle was confiscated and parked at another resort. We were not able to look after our property nor would the hotel accept responsibility for it in the event it was stolen or damaged. Hotels.com would not even answer my email and simply ignored my complaint. I have used this website many times in the past, but will never use them again.

I received an email from Hotels.com stating that my free nights rewards program was going to dock me a free night I had earned because of a lack of account activity over the past year. I have been a customer since 2009 and used Hotels.com solely for all my lodging needs. Vacations, weddings, weekend getaways - Hotels was it. You must pay for 10 nights in hotels in order for you to gain one free night with Hotels.com. When I called to inquire about why they would take away a free night I earned through multiple bookings, fair and square, I got shut down. Both people did not use English as their first language. The tones in their voices reminded me of a robot that does not care - not rude, just careless. I spoke with a customer representative who I quickly learned was useless to my cause and asked to speak to her supervisor.

I called to book a reservation for a check-in on a Saturday and was told I would receive an email confirmation. Six days later, I have not received one yet and decided to call back to check on the status of the reservation. To my shock, a reservation was made for me to check in on a Wednesday. The agent simply apologized and said that the hotel has a minimum of a two night stay and does not book just one night. She said I would have to book another night or cancel my reservation. I asked to speak to a manager and she tried to call the hotel to see if they would change the reservation. There was no one available at that time to make that decision at the Club Intrawest in Blue Mountain, so she told me that I would need to call back the next morning.

Hotels.com accepted our booking for a hotel in Turkey. Upon landing with a reserved car service to the hotel, we were told they were oversold and we were placed in a less acceptable hotel down the street. We wrote a complaint to the website the following day. We called when we got back from our trip and were told we needed to call at the time service was refused. We had been traveling for 48 hours. I think this is a scam. You book one room and a cheaper room is substituted. I think Hotels.com accepted the payment and should be responsible for ensuring the service is delivered. Their suggestion that we should have called is ridiculous without a phone. This is unacceptable customer service. They don't deliver what they advertise. Do not use the site.

Hotels.com took a reservation, then sent a confirmation with a downgraded room. It should have been a Deluxe King (agent and I discussed very clearly and that is what was quoted), but they sent a confirmation with Standard Queen. I called back to get them to correct - then, they wanted extra $20/night to fix it. I am filing a complaint directly with the hotel also. They need to know how bad this company who is representing them.

Unreliable Cost Quote *Plus* Undocumented Fees: When I reserved my hotel via Hotels.com, not only did the hotel wind up costing me more than they said it would (I repeatedly asked what the total cost would be), one month later what shows up on my credit card but two $5 agent fees (one for each room reserved). What a friggin' ripoff. In case you missed it the first time, that's Hotels.com that is a ripoff.

I booked a hotel twice in Paris through Hotels.com and it was canceled twice - once never notifying me. Luckily, I checked that I would have showed up and there would not have been a room. The third time I booked with them the price went up dramatically. I canceled my booking two days before as per their policy of no charge. $940 was still charged to my credit card and they are keeping it. Thieves! The slime bag answer from them is they are not charging me and the hotel is, even though my contract was with Hotels.com. My credit card information was just turned over to the hotel without my authorization. This was not told upfront, only after the fact. I was even sent a confirmation notice and a number from Hotels.com telling me it was done. I have the credit card company handling the dispute now.

Beware! Do not use Hotels.com unless you're willing to get ripped off! We booked 3 days at America's Best Value Hotel in Weslaco, TX through Hotels.com. We paid and additional $2 per night for their refund guarantee offer; however, Hotels.com refused to honor it! When we arrived at the ABV Hotel in Weslaco, the side door into the hotel was warped, falling down and had no door knob so anyone could get in at anytime! We entered the room and first thing we noticed was the horrible smell of mildew and filth. The curtain was full of holes and falling off the rod. The stuffed chair in the corner was completely frayed and absolutely black with filth! No way would we even sit on it! I sat on the bed and sank into the middle (I am not a large person). Then, I pulled down the bedspread and was horrified to see that the sheets were absolutely gray with filth and had obviously not been changed in many days!

I booked for the Ramada Harrison Hot Springs and was charged $136 by Hotels.com and when I checked out, I was once again charged by the hotel $107. This is unacceptable. Does the hotel not communicate with Hotels.com at all? The hotel refused to refund me even though I have paid twice. I am very dissatisfied and would like to know if Hotels.com can do anything about this; otherwise, I'm afraid I won't be using the site again for fear of being double charged. This site is supposed to provide you with deals, not steal from you!

At 7PM on Wednesday, 9/19/12, I looked up the Grand Sierra Hotel in Reno, NV's website to book 2 rooms, both for Friday 9/21-Sunday 9/23. I was routed to Hotels.com, that was more than happy to take my cc number and book the reservation for me. They guaranteed to match the best price and had me register with them so I could be notified if a lower price comes up. Less than 24 hours later (16:45 to be exact), we were quoted by the hotel itself a rate that was $200 less than Hotel.com's guaranteed lowest price. When I called Hotels.com, I was told I had missed the cancellation time and therefore they were not obligated to refund the difference of the original quoted price and the current quoted price, less than one day later!

I booked a hotel in Florida for check in on February 6 by Hotels.com. I cannot cancel and I want my money back. I tried to speak with many officials and nothing has been done.

In a couple of hours after I booked a hotel in Prague, Czech Republic through Hotels.com, I realized Orbitz had the same hotel room for the same dates, about $200 cheaper. Nevertheless I was denied my refund on the ground of Hotels.com's policy. My policy is simple. I do not like to be ripped off. Hotels.com uses every trick to rip you off! Do your research very carefully before you try to use these crooks at Hotels.com!

I made a reservation on 9/16/2012 for check-in on 9/18/2012. At the same time, my daughter was making reservation too. When I made the reservation, I saw "free cancellation on," so I tried to cancel mine five minutes after I made it. They denied it because the reservation said "free cancellation on 9/15/2012." I feel that this is a lie - a trick. Never more I am going to use Hotels.com. I asked for a supervisor, her name was Yaqui. They didn't want to send me an email or mail telling that I asked a cancellation and they denied it. She told me to use this reference **.

I have made a reservation with Hotels.com for this hotel in Orlando, Florida - the Howard Johnson at 6603 International Drive Orlando. When I came in, the room was dirty the coffeemaker was broken, the rug smelled like a dead animal and there was no internet like they promised. I called the front desk, there was no answer. I decided to go at the front desk to complain and tell them I was not going to stay in that room. They said they did not have more rooms. I told them I was not going to stay in that room that was not appropriate and dirty. They said to call Hotels.com and have them return my money. Hotels.com told me they were going to charge me a one night stay even if I was not going to be there. I believe that Hotels.com is not the best way to make a hotel reservation and not to be trusted. Do not use Hotels.com, they are a scam.

I called Hotels.com on 09/12/2012 to reserve a room for my wife, 9-year-old child, and my self for 09/14/2012 (check-in 3pm) at the Helmsley Park Lane Hotel (across the street from the Central Park located on 36 Central Park South, New York, New York) with a deluxe park view. I confirmed all the information 3 times prior to hanging up with the reservations agent from Hotels.com, specifying that I wanted the "deluxe park view with double beds." I being satisfied with the agent, confirming all the information, ended the call.

After booking a room with Hotels.com, we changed our minds about the date. When we called to cancel, they did not offer us to switch with another date, which is what we would have accepted if it had been offered. Instead, the representative cancelled us and did not give a refund or an exchanged date for what we paid for. After calling once, they immediately blocked our calls. We just wanted to call the hotel and speak to the manager like they suggested we do, after the manager advised us they had nothing to do with the rates and their booking procedure, they said to call Hotels.com back. When we did, all of our calls were blocked. They did not want to even initiate our call or were not even willing to help us.

Attempt to receive Welcome Reward Credit - I have sent over ten messages back and forth in as many days trying to resolve credits owed to my account. I have received contradictory messages on the same day from different agents. Many agent replies revealed that they neither read my emails carefully nor did they communicate amongst themselves. On several occasions now since being promised the credits, I've been told they would be applied in 72 hours. After three "72 hour periods," I've given up hope.

I got booked into a "supposed" 5-star hotel that was in reality, a welfare hotel. The door frame was broken and wouldn't lock, all the furniture was broken, there was a horrible smell and the bathroom was dirty, disgusting and was never cleaned. I left and was told by management that they would charge us for two nights. I called Hotels.com for help and got nowhere. They said they would only refund the money if the manager agreed. The manager never returned their call. Hotels.com did nothing to protect us. I had to go to the Better Business Bureau and dispute my charges. I even called the city where the hotel was located, only to find out that the hotel has a long history of violations including several major fire violations. I would never, ever use Hotels.com in the future.

Drury Inn did not have the reservation I had booked through Hotels.com. It took over a half an hour to check in. The personnel at the hotel said this happens often with Hotels.com. I tried to complain, but Hotels.com website makes it extremely difficult to send them an email. I have cancelled my account.

We booked a room in Crete for 3 nights, all inclusive, 4-star hotel, and saw it was an amazing price, so we went for it. When we arrived at the hotel, the receptionist showed us our booking which was according to his receipt, 3 nights only, half board and it was actually only a 3-star hotel and we didn't even get 1 bed for a couple. They told us that a manager would arrive at 6 (4 hours after we arrived) and in the meantime told us to settle in our room. When we entered the room, we were horrified! The air conditioner made a noise like a semi truck, the sink was jammed and the shower door was completely broken!

Hotels.com is a terrible business. They have taken all of the fun out of planning a vacation. They also do not honor their commitments. When I booked my reservations, I accumulated a free night valued at $485. The rules at that time stipulated that I would have 3 years to redeem my free night. Not ten months later, I received an email that my free night would expire in 2 months unless I book another reservation. Their emails, website, and terms and conditions all have different stipulations concerning the expiration of the welcome rewards. I can't wait until a retired attorney goes through what I did with this company and starts a class action lawsuit just for fun. I had to book a room that I have no intention of staying in just so they wouldn't steal my free night from me. Considering all of the complaints about Hotels.com, I'm now more concerned that they'll be out of business before I'm able to redeem this.

Deceitful! Do not ever use this company! They are dishonest and unhelpful. I called to inquire about a reservation I already had and clearly asked the attendant if I was still on time to cancel my reservation and make a new one. The employee cheerfully told me I still had 1/2 hour to cancel the previous reservation, so I went ahead and made a new one for a more expensive hotel. When she transferred the call to make the cancellation, they told me she was wrong and that the cancellation was supposed to be made at 4:00 pm Atlantic Time. If the employer at Hotels.com would not have given me the wrong information, I wouldn’t have cancelled the first reservation and paid a cancellation fee penalty of $177.70. I will never use them again. I had a similar situation with Hotwire.com and they gave me a full refund since I was rebooking with them for a more expensive hotel.

I had a room booked and paid in advance to get the incredible good price, but later found the room at a considerable better rate. I phoned Hotels.com and they said since the room was paid in advance, they could not allow the low price guarantee. I refuse to use Hotels.com anymore and would suggest others do the same.

When we had a complaint about our hotel and the hotel manager wouldn't see us, we thought since we were regular users of Hotels.com, we would have an ally to help us solve our complaints. Wrong! Not only did the manager of the hotel refuse to respond to my requests, but Hotels.com would do nothing to solve our problem either. They would only tell us that they couldn't get a hold of the property manager and there was nothing else they could do for us. Save yourself the headache of dealing with a third party and go straight to the hotel to book (apparently, it's much cheaper now that the media has discovered that the 3rd party booking websites are guilty of price fixing anyway!). That way, if you have a problem with the property, you will have resolution from the main owner of the hotel chain since the hotel doesn't want to lose customers!

I have been a long time user of Hotels.com, in fact for several years and have been building up for a free night. I have overlooked them losing my reservations before, overlooked them not matching the lowest prices as their guarantee states, etc. But this is the straw that broke the camel's back. My wife logged on to my account and proceeded to set up a three-night stay at a pricey hotel in Florida for my B-day last week. She made the booking and used her email address as the contact because she originally was trying to surprise me with the vacation as well as keep me from seeing the price.

Deceitful! Do not ever use this company! They are dishonest and unhelpful. A New York City hotel room was advertised for a certain price. Every time I clicked on select, the room rate rose $60. I called customer service and they just said unfortunately, the hotels control the price changes. I kept my screen up with the advertised pricing and asked if I could cut and paste the page so they could have proof. No was the answer. They are a poorly run company that falsely advertises rooms.

I first learned that the policy for booking a room with rewards points had changed to only allowing for the average price of the 10 rooms booked. And then after I booked the room, I found the hotel site and found out that the bed was a three-quarter size bed which is not large enough for two people. When I called to change the reservation to a room with a larger bed, I was told that I would have to wait 24 hours for the reward night to be applied, which was too late to use because my wedding anniversary was the night I had booked.

Hotels.com is a disappointment. This company is deceiving. I booked a hotel over the phone. I asked for a non-smoking room with a king size bed. After I got to the hotel, never mind that the hotel was under construction (Imperial Palace, Las Vegas), we were told that all they have was a smoking room with two full size beds. I called Hotel.com only to find out that they will not guarantee the room I booked, and that is based on availability only. I tried to get a refund but I was given the runaround. Customer service was very friendly at first - that is until you are actually at the hotel and try to get some answers. They are truly a two faced company.

Do not ever use this company! Do not be fooled by what seems like a helpful customer service representative. They are dishonest and do not have your best interest in mind. I made a reservation months in advance for my mother to stay in Lucca, Italy and was assured by the customer service rep that we could cancel up to 2 days before check-in. Well, they did not honor that and I was charged for a three-night stay my mother did not use. I won't even go into how much wasted time and the many phone calls I made to set this straight and they just did their phony "sweet talk" apologies every time and promised to straighten it out and then flat out refused to. They are a scam and I wish I had researched the company before I used them.

I booked a hotel room in early July for late August in order to ensure I got one as I was taking 3 other folks to a football game in another province. While we were talking about August, the agent at Hotels.com booked my hotel room for late July (same date, different month) and they immediately billed my credit card. The day of my stay, I learned of the mix-up; and it took me a week of phone calls and runaround to be told they would do nothing to assist me. I had been sent a confirmation email with the July date (which is true but which I admit I never read). And though I had asked for August and they had booked July, it was my fault as I did not check the date on the confirmation email; and as such, I was out the over $600 they charged me! Moral of the story, don't assume the agent is accurate. I clearly should have read the confirmation email. They will not make good on mistakes they make. I will never book with Hotels.com again.

I wish I had seen this site earlier. I booked a room with Hotels.com and asked for a price match which was some $350 less for the period. The room was the same, the time was the same and the hotel was the same. They took my money for the more expensive room and refused to price match. Their excuse, "The room you booked had a nonrefundable clause." In their Price Match Guarantee, nothing is mentioned of anything about the booking is nonrefundable. However, they have in their FAQ the sleazy way of including conditions, that they don't print in their upfront guarantee. The wording "The booking is nonrefundable" is ambiguous and in my reading, points to the website I was trying to have price matched but of course, they can put any meaning they like on it.

I booked a hotel through Hotels.com. Two days before the date of stay, I called up Hotels.com to cancel the reservation. They said the system has a problem and so they will cancel the reservation and email me. They did send an email saying the cancellation has been made. On the day of stay, the hotel charged my credit card. I have called Hotels.com several times and they said that they did not charge us. It was the hotel which charged us. They refused to take responsibility that I was charged for a reservation that was cancelled well within the deadline and that they passed on my credit card number to another company on which they have no control (they said so on the phone to me).

I booked a hotel. They stated that I had through the next day to cancel. I agreed to the terms. When I went to cancel, I saw that no money was to be credited back to my account. When I re-read the agreement, down the page it said that I had until midnight the same day as I booked the reservation to cancel. It did not say that in the first instance (again, it stated that I had through the next day). Customer service said that I had agreed to the terms and no refund would be forthcoming. I asked to speak to a supervisor. After a brief hold, the same person I was speaking to came back on and identified himself as the manager. He would not confirm or deny that he was the same person. Needless to say, I am **. Do not use Hotels.com

I recently made a 4,000 mile round trip across the US. On one of my stays, Hotels.com messed up my reservation and I had to move to to another hotel. They apologized and issued me a $100 coupon. Several days later on the same trip, I tired to use the coupon. First, they couldn't find it. Then, after several attempts before making the reservation, they finally told me (lied) and said, "let's just book it and we'll fix everything in the morning." I've been fighting with them ever since and they refuse to honor the $100 coupon. I will never use hotels.com again! They have horrible customer service!

I am a GM/COO of a hotel and I would never use Hotels.com or any third party reservations to book a hotel room with. What you don't know is that Hotels.com actually pulls their rates from our Reservation System. You are not getting a better deal. You're being offered the same rate you would get if you contacted the hotel directly or via their website. The hotel sells these rooms at a wholesale price to Hotels.com; we take a 20% to 30% cut off the actual room rate. The hotel has no involvement with the guest booking these rooms or your payment when you book through Hotels.com. We just provide the room to you.

I made a reservation with Hotels.com for three nights at the Wingate. When I attempted to add another night, they kept transferring me to the Wingate. The Wingate kept referring me back to Hotels.com. Finally, after speaking with five different representatives for Hotels.com, Liz, the last person I spoke to at Hotels.com, hung up on me and when I attempted to call back, they refused to answer my call or speak with me. I finally contacted Wingate directly, explained that I absolutely will not deal with Hotel.com again and they made the reservation for me for the extra night. Honestly, I have never had any problems with a hotel adding an extra night or two. The Radisson was an amazing place to stay and make these kings of arrangement with. Hotels.com is the worst. I would never ever deal with them again. Ever. And I would recommend that no one else deals with them either!

I used Hotels.com to book a room while driving into Redding, CA on 8/25. It was for a room at Hilton Garden Inn, two queens for $144/night. I asked if there was an additional discount for AAA and was told I was already receiving a $25 discount. Then I was told the final total with tax was $175. The added cost of $31 was for room tax. I arrived at the hotel 30 minutes later with my family and was told the hotel had booked up this size room 6 hours ago. The desk said they would not be able to help me. I called hotels.com and was told they could not help but they would give me my money back. Hotels.com refunded my $175. I then asked the desk clerk if any other room was available and was given a king size with a pull out queen sofa for $125/night plus $13 for room tax. Out of curiosity, I asked the cost of the original room I requested and was told it would have been $124/night. So, Hotels.com was going to overcharge me $37 to use their "discount service" to book a hotel room that did not exist. It's stealing, this sounds illegal. A better name is hotair.com.

At 9am, I checked rates for the hotel. I would be checking in that day for a 3-day stay. The total cost is now $100 cheaper. I called Hotels.com and they said I couldn't get a price fix for my reservation. I understand for the current day the price would stay the same, but they wouldn't adjust the other days. I was put through to a manager that could do nothing, so all you do is reiterate your problem over and over. The customer service is nonexistent, and Hotels.com is not consumer friendly. I called the hotel and they informed me that Hotels.com and Expedia are the same company, and other travel sites are combined, so beware there is no competition between these sites! They are all in it together. I will never use a travel site again. Go straight to the hotel website!

We booked a room over the phone that was supposed to be a king with a hot tub. They informed us that it is standard for all the rooms. We booked the room only to be brought to a dingy two full beds with no tub, no view but with dead roaches. I was floored when we spoke to the hotel managers. They said that was the room we booked. I showed them the paperwork and she showed me theirs. Apparently, they had sold the room to Expedia and their paperwork showed two full beds, not a king and not with a tub. When I called Hotels.com to have them rectify the situation, they put me on hold for 20 minutes then hung up. The hotel staff even called and we were treated the same way. My husband and I travel often but will never use Hotels.com again. It's a total scam!

We booked a hotel they recommended in Vancouver, Canada for three nights. Hours later, when we checked with the hotel, we found out that their price is cheaper and they offered a third night free. We paid Hotels.com for three full nights with a rate higher than what the hotel asked for. Hotels.com rejected our call for a fair refund. Stay away from these crooks.

I feel completely taken advantage of by Hotels.com. I spoke with a rep who promised me a price match and they never honored it - $60 difference. No price match.

We booked a hotel through Hotels.com and the hotel had nothing that Hotels.com website claimed they had, which we would've stayed elsewhere if we were aware of this. When we called to complain, we got put on hold for over a half hour by several different agents. Then we had an agent tell us we would be credited $50.00 for the time being and he would get back to us within 24 hours with a further resolution. No credit, no phone call! Then we called again - they have no record of our many phone calls and/or complaints and we have to repeat it again and continue getting the runaround from Hotels.com. The final phone call concluded with a "Sorry, there's nothing we can do."

I booked rooms via Hotels.com and they charged my CC immediately, which I was not at all aware of. I then cancelled the rooms because of this and they had charged one room in US dollars. I was short $60 from the exchange rate. They said it was an agent error and there is nothing they can do about it. I spoke to a manager as well and they said there was nothing they could do now, even though it was their error. This is a very dishonest business and I will never do business with them again! We are paying for their error.

I am someone from hotels.com, I cannot disclose my name here. It is going rampant that there had been many complaints about the services received, specifically with the hotel not being able to honor the itinerary, as well as the refund communications. I've been formulating a way to resolve that matter. Regarding refunds, if you have come to an agreement with the manager or someone from the hotel, in order for us to service your request in the most convenient and timely manner as possible, I personally recommend to all of you to get the approver’s full name and have them write a written form of agreement with regards to your refund. You may either have them sent it directly to us or you can also send it to us through email preferably. Our representatives can verify the information and process your refund accordingly.

We booked and cancelled a hotel through Hotels.com, through their confirmation link. We booked a replacement hotel for the same trip through Hotels.com as well. While departing for the trip, we received a call from the cancelled hotel inquiring where we were. They never received the cancellation notice. We checked the site and the link, both did not pull up any hotel information. We were charged a no-show from the cancelled hotel. We called Hotels.com to get a refund, but their system did not show the cancellation although they confirmed there was a system glitch that didn't allow us to see our "reservation" which they said was never cancelled.

I was unexpectedly staying over an extra night in a city and so had to book a hotel room at the last minute. I had booked a room the night before through them, which was also a last minute purchase and everything had seemed fine for that booking. The second night however, was anything but helpful from Hotels.com. They quoted me a price of $114 and charged my credit card. The hotel itself, however, presented me a bill the next morning for $89 for the room, a $25 difference. Because I had not presented the best price before midnight the night I booked in, I was unable to be refunded the difference. So why book through Hotels.com when they don't have the latest and current price. I may as well just call around and find my own hotel. Their email response system to my questions was just standard form letters and so they had no real help system. I don't travel all that much but I had used them in the past as well. I won't be using them anymore!

I booked a hotel reservation through Hotels.com on the 5th of June 2012. It offered a promotion of John Lewis vouchers for your spend on the site. I qualified for 100GBP worth of John Lewis vouchers. They have never been fulfilled and Hotels.com are saying they know nothing about it. I need someone to look into this and rectify the issue as this is a completely wrong promotion.

I use Hotels.com on a daily basis both to book travel for all employees in my company and personally. Twice in the past 2-3 months, a hotel has charged our company card twice for the same stay. Today, I had the most unpleasant experience with their call center. I cannot believe that a company can employ the following practices to loyal customers. I attempted to book a hotel for 7/18/12, but something seemed to be wrong with the site. I could not tell if the reservation went through or not, so I waited 24 hours. I did not receive an email confirmation, my credit card was not charged, and I could not see the reservation online in my Hotels.com account. Since my boss needed the hotel reservation, I attempted a second time to book the hotel. This time, I did receive an email confirmation and the reservation did show up on the account. But only one reservation showed up online.

This is a follow-up to August 14 review. I contacted Hotels.com by email and they gave me a new number to call, no waiting. I was told my airplane tickets had to be used after by the year date, which was not what we were told when we cancelled the reservation originally. I called that new Hotels.com number again and found someone who was so helpful. After she checked with the airline, we were able to use our tickets as long as we booked them by the expiration date, which was the airline's policy (I had called them earlier and they told me that, so I knew we had a chance to use these airline credits). She went beyond being helpful and really seemed to want me to use our airline credits, which was the first person who made me feel that they wanted to truly help me. The lesson is to keep trying and fighting to get what you think you deserve, and that right person will come along to help you. I just wish it hadn't taken me 8 hours on the phone with various companies to find a way to exchange my airline credit that I knew I had. It should have been much easier.

I booked a room at Town and Country Resort and Convention Center in San Diego. Nowhere was it listed that there would be a $12 parking fee per night. I have stayed in San Diego hotel circle before and have never been charged parking. When I got back, I searched reviews and found multiple complaints about the cost of parking and lack of parking once you do pay for it. The reviews on the site are deceiving. They do not put up the bad reviews. If they do, they are removed quickly. It helps keep the rating of the hotel up and that is all we have to go on as travelers. I have been looking for my review which never was posted because it was not favorable. I did see a bad review posted and when I went back, it was gone. This is very deceiving to the consumers who like me depend on reviews to make their choice.

We purchased a hotel and flight package for a girls’ trip to Cancun with insurance. My father became very sick and eventually passed away, so we had to cancel the trip. We got our money back from Hotels.com for the hotel, but not the flight. We were told we had a credit on AirTran to book within a year after the date of booking. We are trying to book a new trip. I called AirTran; they told me to call Expedia. After calling Expedia, they had no idea about my reservation. Hotels.com said my itinerary or my cancellation number did not work. Finally, when I called AirTran again, they told me that Hotels.com sold the trip to Expedia and gave me a number.

We booked a stay through Hotels.com at a hotel in King City, Ontario. When we arrived at midnight after a 10-hour drive, we did not find a hotel. It was a run down, dirty, foul-smelling technology camp dorm, with outlets pulling out of the walls, holes in the wall, linoleum coming up from the floor, and beds that are not even standard double-bed size. It is not a hotel. We were tricked by Hotels.com who advertises it as a hotel. After many hours on their customer service hotline talking to 4 different reps, they did acknowledge that it is, in fact, a dorm and that they are guilty of false advertising but refuse to refund our money and the 2 most senior CS reps hung up on me on 2 separate occasions. Hotels.com should be ashamed of themselves for their deceptive promotion tactics and for their abominable customer service. Never, never use Hotels.com. There are plenty of other travel sites on the Internet.

I was optimistic about using Hotels.com for the first time earlier this year. I found their site easy to navigate and prices are comparable with other search engines. My first use of Hotels.com was booking and paying for two nights of stay in hotel. I was subsequently contacted by Hotels.com and advised the hotel was not available. I had several phone calls with Hotels.com, and the issue was not resolved. After a few weeks, I received a call from Hotels.com advising they had fixed the error and the reservation would be honored. They offered me a credit for my inconvenience. Because of their personalized customer service, I decided to start using them as my primary hotel booking engine and specifically to utilize their Welcome Rewards program. Since that time, I have run into several other problems relating to the Welcome Rewards program.

I booked through Hotels.com for a last minute hotel in Hershey, PA. I spoke to a rep on the phone to book hotel for 2 adults, 1 child and 2 dogs. I was told about the additional fee of $10 per night for pets. I was never told that the fee was not included in the price Hotels.com would charge my card. I arrived at the hotel and checked in with no problems and stayed three nights. After returning home, I noticed a charge on my card from the hotel I stayed at for $90. I called the hotel and was told the fee was for sneaking dogs into the room. I explained that I reported the dogs while making my reservation with Hotels.com. I was then told that there was nothing in my reservation about pets and I would need to contact Hotels.com. I was told that if Hotels.com contacted them, we could possibly work out the fees.

We booked 5 nights at a 4-star hotel in NYC with Hotels.com at a rate of $357 a night, nonrefundable. It is a great rate and we've already purchased the airline tickets and have no plans to cancel. Hotel.com has a "price match" guarantee so when I saw our same hotel and dates on their own site for $170 less for the 5 nights, I called and asked them to adjust the rate. I first spoke to Sarah and then to her supervisor AJ, who both informed me that because it was a nonrefundable rate, they could not adjust it. In fact, the hotel couldn't be booked without being nonrefundable which renders their "price match" misleading and useless. I also tried to apply for their "price match" online on their website and was told "no" there as well. I don't know what government agency would cover this bait and switch tactic, but I would like them to honor their own policy and/or stop advertising it. I would like the $170 to be refunded to me immediately.

Hotels.com will not refund nor let me stay in the hotel. I booked 3 nights hotel for 4 people. The charges were paid in full on the booking date. Then, I canceled the booking and received a confirmation email that it is cancelled but that I will not be refunded at all. So, I decide to still stay at the hotel and call Hotels.com immediately to cancel the cancellation and let me stay in the hotel since I am paying for it anyway. And that is impossible. I have lost the money and the hotel rooms! Customer service could not find anything else to say but "The system says it is cancelled so it is cancelled. There is nothing we can do about it." I wonder why they have a customer service for! What a ** company! Any other hotel booking companies would have had found absolution such as contacting the hotel immediately! I will never ever book through them again!

I reserved a room at a Comfort Inn in Woodstock, VA but when I came to check in, they did not have any more rooms that I reserved. I reserved a standard with 2 queen beds and the hotel said they only had a handicapped room with a single bed. I was furious but because it was 10PM when I checked in, I took the room because there was nowhere else to go. I called Hotels.com to complain to get a discount or refund because I did not get what I reserved and still had to pay for the room I reserved. They said they could not do anything. That's a bunch of **. The hotel wouldn't do anything and Hotels.com wouldn't do anything. This was the first and last time I will ever use Hotels.com to book anything. They simply do not do anything when your reservation is messed up. Once they charged your card, you're on your own.

Hotels.com agent represented that two beds would be available within the hotel, which I stated was a requirement for us to book this room. The hotel did not honor this, and as such my father had to sleep on the floor to give the bed for his elderly cousin. We would have gone with a different hotel if the agent had told us that the bed may not be available. They did not stay for the second night, and we lost over $400 in the transaction.

I was charged $100+ service charge. This extra "fee" was not charged until I already authorized payment and money was already out of my account. I now have to cancel my reservation and book another hotel, but there is no other room where I'm going. They're all booked. If we read on their website, I see nothing about charging tax recovery fees whenever they want. To make matters worse, they cannot be reached via email and I cannot call because I am stationed overseas. I encourage everyone to never use this website!

I booked a hotel through Hotels.com on July 11th. My credit card was billed immediately. I then found out an hour later that I would be unable to stay at the hotel the night I booked it for. When I tried to go online to cancel the reservation, which was within the guidelines that this company states, I got a message online that I would have to call to cancel for some reason. I called immediately and was informed that I would receive a refund.

I booked a hotel (Hotel Alla Fiera in Padova) with Hotels.com and I cancelled the reservation after some time. Hotels.com simply forgot to send this cancellation to the hotel. As a result, they took the payment from my credit card. Hotels.com refused to even discuss the problem, writing that it was the hotel who charged my credit card and it is not their business. In turn, the hotel wrote that they did not get any cancellation and charged the credit card sent to them by Hotels.com. This is the service level you can expect from Hotels.com!

I booked a room for three nights with Hotels.com. They booked me at the Howard Johnson In Virginia Beach, 5173 Shore Drive. I did not stay for the room was nasty. I called Hotels.com that same night and complained. They booked another room at Econo Lounge. Now they are telling me that I cannot get a full refund and If I get one, it will only be for 2 nights. I didn't stay in the room for a good hour and that may take 24 to 48 hours, after they speak with the hotel management. I had to pay another hotel for the same three nights. I feel I deserve a full refund. They should be glad I am not asking for time and trouble, and for all the aggravation I went through. If I had pet rats, I would leave them in this hotel.

I stayed at a hotel in Las Vegas and had to shorten our stay from 3 to 2 nights. I have been trying to ask them for a refund for the last 1 month and haven't gotten an answer. They keep saying they will contact the hotel and contact me again. Each time I call them, they give me the same answer. This is terrible customer service. It's better to go directly through the hotel instead of Hotels.com

We booked with Hotels.com for a two-night stay in San Francisco. We went to view a college for my daughter. We arrived at the hotel and they said 3 nights. I told them only 2 nights. The hotel charged me for 3 anyway. I called Hotels.com for three months to get this taken care of, and three months later, they say I didn't give them enough notice, saying I checked out early. It took three months and two supervisors, accounting specialist, and a lot of time to tell me this. **, I will never use this service again. I hope no one else does either.

I booked a 2-night stay with Hotels.com on June 30, ensuring that I understood their cancellation policy of 72 hrs for a full refund, prior to booking. I received an email immediately that stated my order was in progress and I would be contacted within 24 hrs. No confirmation or itinerary number was included in this email. A short time later that day (June 30), I found a better deal at a different hotel and booked with the hotel directly. I then called Hotels.com to cancel my reservation and was asked by the automated attendant to enter my itinerary number, which I had not received.

If I could rank this negative stars, I would. Please no one ever use this service. I have only used the service once and I will only use it one more time to use the $30 credit they will give me (which is like 1/6 of what I deserve)! On July 17th, my email was never entered correctly even after 4 times of correcting them, so I never got the Best Western confirmation. 2pm-3:30pm I called hotels.com to book at room at America’s Best Value Inn. 4:30-6:30pm, I get a call from hotels.com telling me that America’s Best Value Inn was not able to honor the reservation and hotels.com will find me another one.

Hotels.com has no respect for customers. I booked a 3-star hotel in San Antonio for two adults and two kids. My reservation stated that this was a double queen size room. When I called the hotel to confirm that they would have my room ready, they told me that they had a room with one queen bed. How would I fit the four of us in one bed? I called Hotels.com to get this fixed. They blamed the hotel and put me on hold for a long time during my vacation that I should have been enjoying. They finally relocated me to a Super 8 hotel that was miles away from the location that I originally sought for my stay and with the same price! When I got to the hotel late at night, tired and my kids sleepy, we entered the room and it was just gross. The carpet was filthy. The recliner chair in the room had stained arms and the towels were horrible. The towels were so gross that we did not even use them. Luckily, we had our beach towels with us and we ended up using our own towels. I will never book through this website. They did not even give a discount for sending us from a 3 star hotel to a Super 8! Horrible experience.

I made a reservation with Hotels.com and when I got there, no room was available.They were not able to find another room so now I will have to pay for a taxi to take me back to the airport and I will have to sit all night at the airport. I called to make sure I will not have to pay and now they can't find me in system. I returned home to find a charge on my bill. After an hour of phone calls, I am able to hopefully get a credit.

I had booked two rooms through Hotels.com three weeks in advance and was given a confirmation number. A couple of days before our trip, I called directly to the hotel we were supposedly booked at and found out that we were never booked with them in the first place. When I called Hotels.com, they said although I received a confirmation number from them, it never was processed! They said they would help us find another hotel, but unfortunately they couldn't find any other available ones. I also found out that the hotel they had supposedly booked us through would charge us $100 lesser than what Hotels.com had intended to charge us. I would never go through Hotels.com again!

I booked a reservation through Hotels.com for July 28, 2012 at Fairfield Inn for 2 executive kings for 4 adults and 3 children. When we arrived at Fairfield, we were told they didn't have rooms and they sent us to the Courtyard Inn. The receipt from Courtyard is $52.14 less than what Hotels.com charged our card. Hotels.com blames Marriott and said that they gave us the wrong receipt and will only give us a credit of $34.78. They don't care that we lost our free breakfast and thus another $50. This is the second reservation with Hotels.com that we have had an issue with in the last 4 months. There will not be another chance. If you don't want to be over-charged, don't book through Hotels.com.

I stayed during busy season in Maine. The hotel was clean and neat, nothing special but was fine. The bed was comfy, but noisy train that travels nearby often during the day and night. The TV went out and lost service often, but more importantly, Hotels.com assured me on two occasions that I would have connecting rooms. When I got to the hotel, I was told that there were no connecting rooms. Not that they were not available, but that they did not exist at this hotel. Very disappointing when you have kids with you as I did. The hotel was very nice and said that they would have given me a discount, but for the fact that it was paid in full through Hotels.com, so I had to go through them.

I found a room on Hotels.com’s site for $132. The same room was available on the hotel's official website for $100. When I called to inquire about the price match, the phone rep found the rate I was looking at, and then put me on hold to speak to his supervisor. When he came back on the line, he told me that the $100 did not include tax, whereas their rate plus tax would be $155. I directed him to the top of the hotel's booking page which stated their total rate plus tax was $118. He put me on hold again to speak to his supervisor, then came back and told me they can't honor it. I asked for an explanation, and he was unable to provide any (rambled about their "pros" – no cancellation fee, etc.).

I do not usually do this kind of thing but Hotels.com should not be allowed to operate if their own people lie and know about it but do nothing. My wife booked a trip for my birthday but she was unable to do it online because she was unsure of the room type. She was looking for ocean view with a king bed on the beach. When she called the representative, he told her that he found that exact room in the hotel that she was looking for and he would be happy to book it for her (I have his name but will not disclose here). He explained that he would send a confirmation email to her when finished.

I'd like to say that I always used to book with Hotels.com, but not anymore! On our way back from a trip, we called to book a hotel in Phoenix, AZ. We found a great rate on the mobile site. Since we were on the road, I thought it would be easier to call a rep. The rep saw the hotel but with a higher rate. I told the rep I would book the room on my own to save money. She insisted on booking the hotel for me, assuring me I would receive a refund within days. I was skeptical and insisted I would book it myself. She said it would be easier for her to book it and assured me I would receive my refund within 3 business days. I never saw my refund, and when I called, Hotels.com was not willing to help. They admitted the reps do get a commission for booking the rooms. They even admitted that the rep lied to me to get a commission, and all they offered me was a 10% discount on future bookings. I ended up paying more. I am so disappointed with Hotels.com and their service; not to mention, surprised. I will never recommend Hotels.com to anyone ever again.

I accidentally phoned Hotels.com thinking it was Hilton Garden Inn. We were in a hurry and I needed to book a room, and then pay for it with another card when we arrived. I was going to hang up and call the hotel directly when I was told by the Hotels.com customer service, "No worries, you can make the reservation using one card, and then just call us back and you can change your card information later on." So, I called back upon arriving to change the card information and was told I could not do that, no options. Not only did it short us on vacation money, I have to file paperwork now to get reimbursed for the hotel stay. The customer service people were rude, defended the person who lied to us and had no solutions. Never will I use Hotels.com again and I urge anyone else to stay as far away as possible from these bait and switch monsters.

I highly suggest just booking the hotel directly in case you ever need to make any changes to any part of your reservation. I booked two hotels within a week of each other not knowing what terrible service they provide and I ended up being confined to the original reservations made as Hotels.com does not change anything for anyone. The customer service person went as far as to yell at me and provide personal advice like I asked her. I will never book through them again.

I made an error in booking and called immediately to reverse. This company gave me the runaround and would not give me the refund .

I booked a room over the phone, only to arrive at the hotel without any reservation nor another room that fit our qualifications of a two-bedroom room. The hotel had no record of ever receiving a request for a room. When trying to get reimbursed for this charge for a room that did not exist, the only reimbursement available was 5% money back. 5%? Was this the truth? That adds up to about $7 back. We were absolutely flabbergasted. Hotels.com stole over a $100 from us and left us without a room in a distant city. Thank you so much, Hotels.com. You have angered yet another unaware customer.

This was my first time trying Hotels.com - first contact told me since I was transferred from Delta to them, I would get 300 miles per night stay (10 nights, 3000 miles). He also told me the rate he quoted included breakfast and, upon my asking, said it would be so noted on the email he would send me. It was not and I found out later the rate did not include breakfast. This is for a stay in Mexico. Later, when I called Hotels.com, the next rep told me I would get 300 miles only for the booking - not 300 per night. The next rep knew nothing about any miles award and just assured me I would get a cheaper rate through them because of the Delta connection. I insisted I want to know exactly the facts on this and she suggested I check my Delta Skymiles brochure! I was getting hot and at that point, I boiled over and asked for a supervisor.

I called Hotels.com from the Philadelphia airport after a canceled flight. I booked a room at the Embassy Suites. It took me about half an hour to get there, and the hotel had no clue I was coming when I arrived. It was 10:00 pm, and after about 20 hours of traveling from Berlin, I was exhausted. I had to call Hotels.com from the hotel and then wait for them to transmit the information, which eventually had to be done via fax. I ultimately got to the room, but I'm not sure I would use this service again.

Knowing that the website requires 72 hours for cancellation, I tried to cancel my hotel reservation for this Friday on Tuesday afternoon. The website would not allow me to cancel my reservation and instead told me to call a customer service number. I called the number and after some time on hold, I finally got someone, but he then told me that he could not cancel my reservation, but would have to transfer me to the Research Department? He gave me the number to call directly in case I got cut off. I waited and waited and waited on hold, and none. So, I hung up and called the number right back. Still on hold and on hold. I finally hung up and tried to call the hotel itself.

Stay away from Hotels.Com and Expedia. I booked 2 rooms through Expedia, and attempted to call Expedia to cancel one of the two rooms for my stay. After an hour of confusion, I was advised that although I used the Expedia website, my reservation was actually with their partner, Hotels.Com. After contacting Hotels.com to cancel on of the two rooms, I received a confirmation that the room was canceled and a cancellation itinerary number from Hotels.com.

I made a reservation through this Expedia/Google affiliate, paid in full upfront, and learned later that no changes were permitted. At the time I made the reservation, there was no obvious warning to this effect. Furthermore, in order to address this problem, I was bounced to a call center in India to one Hemant who lied about the ability to change without penalty (full payment). He advised me that he would call back and he did not. Then he hid when I had to call back to track him down. In my opinion, they are a bad company. I was also put on hold for the better part of 30 minutes.

I had to call Hotels.com customer service several times regarding a refund for the 2 days I was scheduled to stay at the Comfort Inn. Each time I called, I was placed on hold. The wait time ranged from 8 minutes to 21 minutes. When I was unable to receive a legitimate explanation for why I had not received a full refund, I asked to speak to the manager. After being on the phone for 21 minutes, Hotels.com hung up. I was not given the courtesy of a call back. I had to call Hotels.com back. I explained the situation again. The representative was unable to help, so I requested the supervisor. A manager came on the phone and did not provide an explanation for the delay in receiving the refund and the steps needed to ensure that a full refund is issued.

We had originally booked a week at the Washington Plaza, but had to change the dates of our trip. Hotels.com said I had to cancel the original reservation and book a new reservation. Despite their incompetent customer service, who barely spoke English and couldn't even figure out how to put me on hold, I was able to book the new reservation. When we arrived at the Washington Plaza, we discovered that they only had the record of the cancelled reservation. Hotels.com never contacted them with the new reservation. This was right after the storms in DC, so most of the hotels were near or at capacity. Thankfully, I had printed out the correct reservation confirmation email. The front desk was amazingly helpful and was able to honor the reservation. We had a great trip, but it was nearly ruined due to Hotels.com. I will never book through them again.

Website not secure - What was supposed to be a surprise vacation ended up a nightmare before we even went! All of our account information was stolen and our bank accounts wiped out! I tried to call every number listed on this website, and no real person was available to report to. We have contacted local authorities and filed complaints.

I wanted to book the InterContinental San Francisco hotel and I found that Kayak.com offered a cheaper rate than Hotels.com. But considering that I booked through Hotels.com in the past with no issue and they offer price match guarantee, I called them to see if I can book the hotel at the same rate offered by Kayak. The agent on the phone assured me that they'll refund the difference ($142.97) if I book through them, and that the money will be refunded back to my credit card account within 5 business days. After 5 business days, I did not see the money refunded to my account. So I called to check on the status, hotels.com insisted that their system is currently down and told me to call back in an hour. I called back and their system is still down! By this time, it was the day I need to check into the hotel. I checked into my hotel and then called hotels.com again to check on the status of my refund.

I made the booking on July 1, 2012 online. It showed that there would be $100 credit with this booking (free dessert, access to the observation deck of Seattle's space needle). The hyperlink attached led me to a coupon page, which required me to click on another link, which took me to Expedia's page that required me to give my credit card to pay for this $100 credit. Obviously, this was confusing - common sense called that a "purchase". I called Hotels.com customer service on July 3 to clarify. The first lady I spoke to firmly said that it was none of her business and I should call Expedia, even though that was the offer from Hotels.com. So I called Expedia and was sent back to deal with Hotels.com! I called back Hotels.com.

I had booked a room through Hotels.com to Panama, Florida and the first thing I asked him, "Were there any other fees that I would be responsible for?" I can't remember his name, but he said no. He had told me that all of the charges were included through Hotels.com fees and that I would only be responsible for the parking fee. When I arrived to the hotel, they charged an additional $151.00 cleaning fee. I explained to the lady at the front desk of what the guy told me from Hotels.com and she explained to me that they tell everyone that and that I would have to call them to get any refunds. When I called Hotels.com, the guy was very rude and he said that there was nothing he could do. After complaining some more, he said that he could give me a credit or a discount off the next time I use Hotels.com.

If you ever use Hotels.com or stay at the President's View Resort in Keystone, SD, please note: 1) Hotels.com includes a $30 fee in the price they quote you per hotel room. A $79 night stay cost us $119; 2) The President's View Resort is not, repeat not a resort. It's a high priced flea trap with rude and lying hotel staff.

I tried to book two rooms in a hotel in Krakow for our family of five! The lady on the phone insisted that one room is enough and they allow rollaways! She went further to explain that the rooms are large and are meant for a large family! She stated that I can cancel anytime; that is the reason why one should deal with Hotels.com. She booked the hotel for three days. I asked her to put me on hold and check with her supervisors that she is correct! After a few minutes on hold, the phone got discontinued! I called back and asked to speak to a manager! The room that I was booked in was for double occupancy and there was no second room to be found at that hotel! I asked for a refund so that we can find another hotel with two rooms, but was told that my reservation was not refundable! Do not waste your time or money! You cannot cancel once booked.

We have been a Hotels.com customer for few years until they made a big disappointment to us. The point rewards seem like a ** now. It happened twice that we didn't get our point. The first time, they fixed it (thank God I checked). But the second time, they just made a promise that they're going to fix it. First, I wrote them an email about it and they just ignored it. I made a phone call to customer service. The guy didn't seem to care and just made a promise that they're going to fix it within 72 hours. I had waited for 6 days, no feedback at all. I called one more time, the same thing. They didn't seem to care and even said it's already past and since I used a different email address, they can't fix anything.

After landing in California, we got on a bus for Thrifty car rental as we booked a car through Hotels.com paid for. We went to get the car, and we were turned down for a car because of no credit. However, we were told when we called Hotels.com two days in a row prior to arriving that the car, flight and hotel was good to go; everything would be fine. We ended up having to look for another car rental place, in which the cost was $289. That was not even in our budget to spend as it was not our fault. We weren't able to get the rental car as we were not told about a credit check.

I cancelled the hotel reservation due to hotel bad reviews. Then, they gave me the cancellation number. I booked another one at the same time and they gave me the confirmation number. When I got to the hotel, the staff can't find my reservation number. They called Hotels.com and they said I have a reservation on the hotel that I cancelled. They can't find my cancellation and reservation for the new hotel. I reserved two rooms so I ended up paying 4 rooms. Thank you Hotels.com for doing that. Customer satisfaction is the least on your list.

We were very happy using Hotels.com until our account became compromised. Upon notification 6 times via phone and email, 4 days later, still no resolution. We gave them all the info for validation and every time, we were told we will have to email the department that handles that. Wow, another company would immediately rectify the problem with proper validation. Now all of our cc info and free nights are exposed.

Hotels.com rocks! I have been using them for work and pleasure travel for a few years now. This is why I like them: They do price match, they'll match anybody's prices on hotel. It was my first time using that today and it was awesome! Their Fivestar program is for real and not a marketing thing they made up. When I call, within a minute, somebody will pick up and I don't have to go through the stupid automated machines that all hotel chains put me through.

I booked a room specifically requesting for a king size bed. The rate that I agreed upon and prepaid was based on a king size bed, and confirmed by the agent. When I received my confirmation the following day via e-mail, the reservation was made for 2 double beds! After canceling my reservation, I was told by unprofessional, rude, hard-to-understand and misleading customer service agents that they need 3 to 7 days to refund my money! This should be illegal!

I had a rudest shock of my life to realize what had become of Hotels.com. Their website was down when I cancelled my hotel booking. And because of that, they insisted that I should pay for the hotel cancellation charges. To make things worse, I requested for an email from them regarding this cancellation since it was never sent to me as I need it to file for my insurance. It has been more than 3 weeks since my request and they are unable to do so? Can you imagine it has been more than 3 weeks just to get an email from Hotels.com? Hotels.com, please beef up on your customer service. I would say that there is no customer service at all.

We booked 4 days in several 3 star hotels in Idaho and Montana for a family vacation. While traveling, I wanted to make a minor change in the reservation. Contacting Hotels.com was a nightmare and when I did speak with a live person, they said flatly that no changes could be made without forfeiting the room rates already paid for. In addition, when a problem occurred with one of the rooms we stayed in, the hotel said they could not comp us or adjust the room rate because we had used Hotels.com. The last stake in the heat was a clerk at one of the hotels advised me that I was eligible for a local coupon, cutting my room rate in half. Then the helpful clerk said, "Oh you booked through Hotels.com. I'm sorry, I can't give you any discounts because you booked with Hotels.com."

The original hotel emailed that our room was given away 45 minutes prior to check-in and 10 minutes prior to our arrival. The phone service was completely unaware of the situation or how to remedy it. The desk agent was equally unaware, though more accommodating, and contacted Hotels.com and arranged new hotel and promised $25 credit + $100 voucher for future use. The new hotel was extremely nice, with more amenities. The day after arrival, I called to verify refunds. The non-English speaking agent was incoherent, babbling and hung up on me. I returned the call, answered by another Non-English speaking person and I demanded immediate transfer to a supervisor. The supervisor rightfully perturbed, but emailed $25 refund info immediately and provided reference number for future voucher to be emailed within 72 hours.

I booked 2 nights in NYC through Hotels.com and did not get rewards credit. Over the past months, I have called three times and each time was told they had fixed the problem. However, I just received a promo email without the credit. I called their phone center in the Philippines, duration was 25 minutes. They said they fixed it but couldn't send an email confirming the problem was fixed. When I told Carol, their most senior supervisor, I couldn't understand her English, she said to call back and maybe I would get someone who spoke better. Suddenly, her language skills improved but she still refused to cooperate. Fire Carol and whoever hired her.

I accidentally canceled a reservation. After realizing what I did, I tried to undo it. I called Hotels.com and told them what happened 2 minutes before, and they told me that they could not undo it and that it is up to the hotel. I called the hotel, and they said that they had nothing to do with Hotels.com and that they charge the customer when they leave the hotel. So I was charged full price for a room I accidentally canceled. Hotels.com should have a safety net in place for customers who accidentally cancel a reservation and need to undo it. I will never use this site again. Not ever! Booking.com is way better anyway. Hotels.com can suck it!

I called Hotels.com over the phone to reserve two rooms: one for my wife and me, and one for our close friends with an infant and small child. Things were tight, but the seemingly helpful representative seemed to work hard to get us what we needed - a king room for us, double for them. Originally, he said theirs would be smoking, but we said that could not happen due to the infant. He worked out some things and said that all was set and that their room would definitely not be smoking. As for ours, he said we could upgrade to a newly renovated room for $5 more. We chose this option due to some recent health issues my wife was having. We arrived with enough time to change for the wedding rehearsal, only to find that our rooms were wrong. Our friend's had a smoking room, and we had a pet room, which was not recently renovated. We were told they would be together, which we had not requested but needed due to the kid's nap times. But they were on opposite ends of the inn.

Buyer Beware! I was stranded in Corpus Christi, Texas. We bought an online reservation at Hotels.com on 21 June 2012 for a one-night stay at the Sun Suites of Corpus Christi on 23 June 2012. The rate was great and we only wanted a short trip to North Padre. When we arrived at the hotel, the hotel said they had no record of the reservation. They said they were full and had been full since Friday, 22 June 2012. I had my confirmation number printed when I booked the hotel through Hotels.com, dated 21 June and from the e-mail I had received when the room was booked. I received information from Hotels.com when the room was booked online that said the reservation had been sent and accepted by Sun Suites of Corpus Christi. The Sun Suites searched by last and first name and by whatever other means might have been at their disposal, or so it seemed, but could not find the reservation.

On Friday, April 27, 2012, I booked and I received confirmation # ** for one night stay in Holiday Inn at LaGuardia Airport and New York (same day). I showed up at the hotel and they didn't have any reservation for me. I explained to them and they got you on the phone after an hour of their time trying to get you guys to approve. Even though I had the confirmation number, they were unable to give me the room Hotels.com promised and I had to (luckily) get a room from Holiday Inn, but for the full price. I didn't have a choice. I needed the room right then. After getting in my room, I called Hotels.com and spoke to Mel (ID **). I told him of the situation and he couldn't help (supposedly).

From late March to late April, Hotels.com ran a promotion that gave 2 points for each night of stay if you stay 2 nights or more. In early April this year, I tried to book hotels on its website. There was a problem on the site, so I called their agent and specifically asked that promotion. I was told that I will get the double points in 4-6 weeks. However, the agent put a wrong email address by mistake. I did not receive an email confirmation of the trip. I called them, another agent corrected the email so that I'll receive an email. However, I never received the reward points.

Don’t trust Hotels.com. I tried to book a cancellable reservation for a hotel in Rome on Sunday. The agent made a mistake and booked it non-refundable. He admitted the mistake while we were still on the phone, but then couldn't fix it. He transferred my call to another agent who called the hotel to ask if they would reverse the reservation. No one there could. It was escalated to "Accounting." After five calls and 72 hours, Hotels.com insists if the property won't accept the cancellation, they can't fix the mistake made by their own agent. So sorry.

Worst customer service ever: My company books with hotels.com almost nightly. It never fails that I have issues with them, and their willingness to resolve my problems falls on deaf ears. The call center is outsourced to God knows where, and they barely speak English; much less, are able to resolve anything. I'm moving my account to someone other than hotels.com tomorrow.

Their money matching policy is a load of rubbish. I booked a hotel with them earlier this week at a rate of $88.00 per night. My cousin, who is coming with us, booked the same hotel on the same website for $55.00 per night. I contacted Hotels.com for the refund that they advertise on their site on TV, etc. I was told that because I booked at a special rate, they could not refund the difference. I apparently also booked the hotel at a price that was non-cancellable and could not be changed. I am not asking for either of these. I am still going on the dates I booked. I told them I just want the check for the price difference as promised on all their advertising. In the normal condescending tone that these call center people use, they basically told me to get lost. Is this an ideal case for a class action suit? I am sure that this has happened numerous times with other people who have booked their hotels with this company. I personally will never even go to this company's website ever again.

I was quoted $159/night for 4 nights' stay on the phone. Although Hotels.com sent a receipt reflecting an increase in rate on two of the nights, I was too busy with family medical emergencies to check the email. I was used to Hotels sending confirmations with rates that had been quoted, so I trusted that the emailed receipt would be accurate. My stay was equally busy with more family medical emergencies and chaotic with constant travel to downtown DC for the museums and monuments. Not until I got my credit card bill, I learned that Hotels.com had increased the rate the 3rd night and doubled it the 4th. Further, the hotel couldn't give me a receipt so I didn't even know this discrepancy at checkout.

I booked a room at Howard Johnson through Hotels.com and clearly specified the check-in date and check-out date, staying 3 nights. However, Hotels.com reserved a room for a total of five nights. Since we left before I could check the email confirmation and I could not get a receipt from Howard Johnson's, I did not find out until we returned from vacation. After visiting with Hotels.com about the mistake, their mistake, I am wondering if it was a mistake and if in fact this is common practice at Hotels.com. I do not recommend booking through Hotels.com and do not bother trying to resolve a complaint with Hotels.com.

I booked a room for four nights at a hotel, but when I arrived there that night to the hotel, it was not the room I booked. The room I booked was a suite, and this was just a regular room. When I spoke to Hotels.com, they didn't care. They wouldn't refund me the money, or even put me somewhere else. They basically said that they could find me another hotel that had a suite but I would have to pay for that hotel in addition to what I already had paid for. They wouldn't give me a credit for a new hotel either! Because the room was not what they advertised, I actually couldn't even stay there with my party. It was too small, so I left an hour after I checked in and had to go somewhere else. I didn't even stay at that hotel but they still have been trying to press that I pay, and will not give me a full refund!

I booked a room on Thursday at noon through Hotels.com. By 3 pm the rate had gone down $30.00. I called them and they told me that on the site now it was $15.00 higher than I originally paid. Then Friday morning I checked it again just to see if they would give the same rate. So, I entered in all the information again, just as my original booking, and up pops a $55.00 cheaper rate. Yes, the rental car company changed, from Alamo to Thrifty, in which Thursday Thrifty was $25.00 higher, but less than 24hrs later a $50 difference and they told me when I called in that "it’s not apples to apples, and it has to be for a price match to be granted" very rudely stated to me. I will never use hotels.com again. I understand that rates go up and down but on the same site and less than 24hrs, that is not right. If it were a few dollars, I wouldn't even have called them and asked about it, but $50+ I wanted to find out the policy. I don't think this is right at all. I would never use them again, ever!

We booked a reservation for 4 rooms in Dryden, Ontario. We received an email that they were processing my order, then nothing. Today, departure day, I called to confirm the reservation and was told there was no reservation and that it didn't go through for an "unknown reason." The rooms were still available, but the new rate was going to be $12.00 more per room and that they were going to have to charge me $5.00 per room as a charge to book it for me. I suggested that they should perhaps eat the charge based on their poor performance, and she said that wasn't possible. Then while she was booking my room, she cut me off. I have been on hold for 45 minutes, while they try to finish booking the rooms.

I called them to book a room with two beds at Niagara Falls, Ontario and also the room view required facing the falls. They took the payment so fast and made an agreement that I will get two beds and also my room will be facing the falls. But their agent completely fooled me, when I got the email with the hotel address, it was 15 minutes away from the falls, plus I ended up getting one bed. Please do not book with this site. I will not recommend them to anyone who wants a hotel. Stay away.

I booked two nights at Best Western Phoenix Hotel in London on May 22-23, Baywater District. I did not have a toilet in my room so I left morning of May 23. I have requested a refund from Hotels.com but to no avail, as I have been asking to get my refund and it has been almost a month and no answer! This is the last time I will ever book through Hotels.com. They make sure that they get their money upfront but refund is terrible customer service. They should refund both nights as I checked in after midnight and had no choice but to stay there, as I booked months in advance and booked room with bath and toilet.

I made a reservation for one night and two rooms. Hotels.com made the reservation for two nights. I was not aware of this until I got home and had email access. Now, I have to try to get my money back for the second night we did not use. The person I made the reservation with spoke very poor English. I will never use Hotels.com again. Judging by the other complaints, it appears that they pull this a lot. Also, the hotel they recommended was an absolute dump. Never again.

I booked a reservation online, and when I got to the hotel, they didn't have my reservation. The lady at the desk said, "This happens all the time with hotels.com." So I called customer service and sat for 2 hours, trying to figure out what happened (when I should've been enjoying my well-deserved vacation). Well, they said the price was listed wrong on their website, so the reservation failed. The only place that had a room was 10 minutes away and $60 more. When I called the next day, I spoke to people who didn't speak English, and the girl said I was wrong and her supervisor wasn't available. I will never use them again.

We booked 4 nights and only stayed 3. The motel was going to refund my last night until they saw I booked through hotels.com. I have been calling for over a week now and they won't refund my money until they verify with a manager that I checked out early. That's fine but they keep telling me to call back. They won't call me. They keep putting me on hold for long periods of time. The call center manager was terrible and kept quoting his policy. I will book directly with motels for now on. Hotels.com is awful.

They stole my money, just terrible. I booked two nights in Tokyo and then two nights in Seoul. I inadvertently put the same dates into both reservations. Within seconds, I understood my mistake. After a few long phone calls with Hotels.com customer service, I had to eat $500. I certainly did not rebook through Hotels.com and got the same rate, refundable, directly through the same hotel. I hate Hotels.com.

I booked through this website for a 2-night stay, drove 4 hours to the hotel only to find that we had been double booked by Hotels.com. In fact, the hotel had been booked out on this night for 9 months! It was absolutely horrendous trying to get through to anyone on the phone to sort the mess out. They only offered a room 20 miles away from where we needed to be. I was very upset by this experience and will never book through Hotels.com again. I do not recommend anyone else does either. Furthermore, it took multiple emails to gain a refund and was finally offered a $65 compensation, which in no way made up for our ruined weekend and expenses incurred.

I got an email with a rate of $65.00 for a 3-star hotel. First, a person that was located somewhere besides America told me she could not see the rate. So I hung up, called back and got an agent in the USA. She could see the rate and told me she has spoken with a supervisor and they would book at one price and a credit for the difference would be credited back to our CC. The charge went through, but I have not received the credit of $44.00 per night (2 nights) that was promised. So, I called them and all I’m getting is the run-around. They see the comments, but need more documentation. This company is the biggest scam I have ever seen. They should be closed down for false advertising. Also, when I asked to be transferred to a salesperson in the USA, they told me they can't do that. What an absolute bad business!

I booked a hotel room for one night on Hotels.com. Our plans fell through quickly and I cancelled my reservations 15 minutes later. I received a cancellation notice for both rooms with the understanding that it could take three to seven business day (which it usually never does) for the refund to be processed. Six days later, nothing. I called to find out what was going on and they couldn't explain why I had the email cancellation confirmations. But they had it in their system that I cancelled after my scheduled reservation. The hotel confirmed that I cancelled within the very same hour of booking. The problem here is that I was out that money and it caused me a great inconvenience. They couldn't even give me an apology or any compensation. Just go straight to the hotel you want and book your rooms. I find that you usually get just as good a deal, sometimes better.

I recently booked a hotel for Washington D.C. through Hotels.com. Shortly after, I found a cheaper price on another online site for about $100.00 a night cheaper. It was the same room, same dates, etc. Hotels.com went online and verified the rate through this other source. The agent came back on and said that because of the significant price difference, they could not match this; they would just cancel my reservation. The reservation was for five days from the time of travel. Why do they mislead people by thinking that they get the cheapest price and offer a price guarantee match and then not honor it?

There is a large discrepancy between what they advertise and what they actually charge. My credit card was charged twice the rate that was advertised. I thought it must have been an error. Here is what happened. When I called, the first call was disconnected. The second call was put on hold for 37 minutes and disconnected. Third call was disconnected. And on the fourth call, I told them to stop putting me on hold and disconnecting me.

I went online to book a hotel for 3 days. Within 24 hours, I cancelled as the hotel did not meet my standards. I cancelled and was advised they would not reimburse my money as I did not meet their policy. I contacted the hotel. They advised I met their policy & would be refunded. Hotels.com would still not refund. Beware of booking online with this company. It is better to contact the hotel you want in person and ask questions. The call centers were all overseas. The individuals I spoke with had no idea of where I was calling from. I also believe the company backdates the Visa charges as I booked the hotel on June 4 in the evening. When I called my Visa agent to stop these charges, they advised me that hotel.com had entered June 3rd as a date. How is this possible? I caution anyone using this agency. Buyer beware, they are a scam.

I booked two rooms at a Holiday Inn Express through hotel.com and was given an amount with the best rate available according to them. The hotel gave us receipts that totaled almost $30 difference. When I called to report this to hotels.com, I was told that the hotel should not have given me a receipt and the amount was in error. Of course, they didn't want me to see the receipt. Just book through the hotels directly. These people will rip you off.

I booked a room at a hotel with Hotels.com which was billed to my credit card. Shortly after, I received an email telling me it was cancelled. My card was credited. I called Hotels.com and rebooked it and my card was charged again. I show up at the hotel and was told my reservation was cancelled again. I explained that I rebooked but was told that one cancelled too, so I had to pay again, but it was almost $30 less than Hotels.com. When I got home, I found that I had never received a second refund and that I paid twice. They have agreed to refund the larger amount, but I wasted a lot of time and energy with them. What if the hotel didn't have a room for me. Don't use Hotels.com.

I just booked 4 days in FL next week through Hotels.com. Previously, I had used this company to book 3 nights at the Hyatt Regency Houston in mid-March of this year (which reflected 3 reward points awarded), and one night at the Fairmount Hotel two weeks later in Dallas (which reflected 1 reward point awarded). It clearly states this on my account, but only allows me 1 point toward the 10 points needed for a free night. After experiencing an extremely difficult time getting through to their customer support department, I was advised that the 3 points, which had been clearly shown as "earned", didn't count as they showed my sign up to be at the time of the Fairmount checkout. If I'm not entitled to these 3 award points, then why are they shown in the first place? I doubt that I'll be doing business with this company in the future. Beware of these people.

I wish I did my research before ever dealing with Hotels.com. Like everyone else on here, I have spent literally 3.5 hours on the phone with these people trying to rectify a problem with my reservation. I booked a hotel in Vegas based solely on their coupon/promotion for a 2-for-1 helicopter tour of the Grand Canyon. I made my hotel reservation (and was charged. Who charges a month ahead of time, anyway?) and followed their directions on booking my helicopter tour by calling that tour company directly. The tour company told me they don't even have that tour as an option with a 2-for-1 coupon. Short version, I have spoken to three so-called supervisors at Hotels.com. I have been put on hold for up to 40 minutes at a time and then disconnected a total of five times today alone. I demanded my entire trip be canceled and refunded in full. After reading all these complaints, I'm going to call my credit card company and refute the charge instead of waiting their 2-3 week processing time for my refund. This entire company is a complete fraud.

I called and asked for a special rate that the hotel offers, thinking I was calling a Comfort Inn number, and I asked if I had reached the Comfort Inn direct line, and was told yes by a representative. I asked for a special rate that my company uses and was told that the rate was applied $79 per night. It turns out the rate was supposed to be $65 per night, which the hotel staff told me at check in. Thanks for screwing me out of $15 extra per night Hotels.com. When I called, they said they don't care because they already have my money and there is nothing they can do now.

I was booked into a hotel for 2 nights. It was the dirtiest hotel ever! I left after one night. The hotel would not give me a receipt saying I didn't stay. I contacted hotels.com three times and they have done nothing. They have tried to call the hotel that either doesn't answer or says they are not authorized to refund one night’s rate. They will not let me talk to a supervisor. Horrible, horrible customer service, I will never use them again.

Rooms were booked on my minor daughter's card at 12:48 am on the 22nd of May and Hotels.com precharged for the hotel room. Once the charges were noticed, I cancelled the reservation and contacted the hotel directly and they stated I had to go through Hotels.com to cancel. I did this and they said because the room was not cancelled before 4 pm on the 21st (7 hours prior to the reservation being made), that she would be charged for one night. We ended up having to go through our bank for assistance. Terrible experience and BBB has them listed with several unresolved complaints. Should not be in business.

My Italian boyfriend and I (I am American) were in the states (NYC) in November. I tried to make a reservation with Hotels.com by phone for a Best Western located somewhere uptown. The rep told me they were booked, but there was a great hotel just like a Best Western where there were rooms. Since we had no computer at this point (he was right off the plane and we were at JFK), I said yes. When we got to this hotel, it was filthy. There was an old man hanging off a chair as you entered. There was a shared bathroom that was filthy. The room was filthy. Giacomo sat on the end of the bed and the mattress came flying up from the opposite side. The bed was filthy. We did not want to touch anything. I saw the fear in his eyes as we were trying to find the elevator and he said to me, "This is a hotel for prostitutes and drug addicts."

Even though we called more than a month ahead of our hotel stay, hotels.com refused to change our reservation by one night. Instead, we were told to ask for a refund from the hotel, which told us that we paid hotels.com and that they should issue the refund. This runaround went on until our actual stay at the hotel. When hotels.com ran out of options, they blamed the hotel for having a two-night minimum stay policy - a policy nowhere mentioned on our printed booking confirmation. Even though we did everything by the rules, hotels.com kept our second night fee ($99.95) and blamed both the hotel and us.

I arrived at The Waldorf Astoria with my confirmation number. There was no record of my reservation. I called Hotels.com and was on hold while they called the hotel. The hotel came back and said that Hotels.com had made a mistake. And Hotels.com had never confirmed with them and that there were no rooms available that evening. During this, I was still on hold with Hotels.com. I hung up after 35 minutes on hold and called Hotels.com again for them to tell me that there was a glitch in the computer. And my reservation was never processed properly, and they were trying to find me another hotel. I waited another 35 minutes and then hung up and found my own hotel. I later called yet again and spoke to two individuals and was hung up upon by them! I thus want a refund on my reservation, the $25 I spent in cab fare to and from the hotel, and the $100 difference I had to pay, upon making a new reservation ($50 a night).

Bait and switch cancellation - I was not 100% sure I wanted a hotel on a certain date, but with "free cancellation" and clicking on that, "you can cancel free of charge until 11:59PM (GMT-05:00) Eastern Time (US & Canada) on 06/21/12. Please see cancellation policy for more details." Also, in another spot on the page, "Hotels.com doesn't charge cancellation fees". When I got my email confirming my reservation, the email said no cancellations. I emailed back, complaining of this and they said that it says on their page that there are no cancellations. When I responded to their response, I got an automated response (from Expedia, not Hotels.com) saying I cannot send to that address. What? I cannot continue dialog with them on their official complaint number? This is obviously a middle finger to the consumer.

Nightmare to cancel a "no-fee cancellable" hotel reservation - I booked with hotels.com a hotel reservation that was supposed to be cancellable at any time online without any fee. They took my credit card details but did not charge me upfront. When I attempted to do it online 6 days before my check-in date, the system said there was a problem and prompted me to call instead.

Hotels.com pre-charges for the hotel room. Fine. But the hotel insists the hotel room has not been paid for and charges again. Then I cannot get refund through Hotels.com. I cancelled the second reservation and contacted the hotel directly and they stated I had to go through Hotels.com to cancel. I did this and tried to confirm that I would not be charged for the night. I could not confirm anything with the hotel directly and was unable to call Hotels.com directly (overseas without easy access to phone). Reservation was cancelled 36 hours in advance but I still cannot get refund on this charge either from Hotels.com. I should have booked rooms directly and then I would not have been double-charged for the first night and would not have been charged for night that was cancelled.

Missing Booking - Though how unbelievable it is, yes, you succeeded again to not replying my email. Remarkable, isn't it? I am herewith offering you the last offer of peace settlement for my case. Just check all the history of forwarded emails. I received billing from my credit card company with details of credits made by Sea World worth of AUD414.40 and AUD500 to compensate the charge of AUD914.40. I am surprised that the credits were done by the Sea World resort, not from Hotels.com. Since there's spread between the buy versus offer rate of AUD versus IDR (it's a common practice in banking and credit card transaction in case you don't know of it yet) while all this happening was caused by your faulty lousy mismanagement of booking, your company again succeeded in causing me to suffer extra cost of IDR625,214 which approximately equals AUD70.

This was by far one of the worst places my mom and I have ever stayed. When we checked in (after traveling for 14 hours from LAX to get there) and got to the room, the door opened and the smell of mold was overwhelming. I had to get out my inhaler, as I have breathing issues. We would not walk on the carpet without shoes, as it was so damn dirty. The bed was so bouncy. I sprayed a bottle of cologne over the bed, pillows, and in the air to make it smell more pleasant. If it wasn't so late when we arrived, we would not have stayed. We were to be in San Juan for 4 days before leaving on our cruise. We ended up the following day at the Comfort Inn. Truly, it wasn't to our standards either. But it seemed like a palace comparing the 2 hotels.

Price match guarantee not honored - Though I was promised of refund for price match before booking, when I called for after not seeing credit, they claimed they can't give as notes. I suggested they can review the recordings of my booking, but declined. I'm very much upset especially during this hard times.

Hotel.com does not honor the "Book 10 stays and receive a free night" promotion. I am a semi-frequent traveler, usually staying in a hotel 2 or 3 nights a month. In March 2012, I noted I would be traveling a lot for different interviews and thought I would try to take advantage of the Hotel.com promotion of "Book 10 stays and receive a free night." So instead of using another service (where I would have acquired points), I went with Hotel.com.

We recently stayed in the Quality Inn Parkway, Pigeon Forge, Tenn. We were told that there was a beautiful pool with an onsite bar. We arrived at the hotel on Friday after driving 10 hours. Let me begin by saying the woman at the front desk was extremely rude. She told me that the place I booked my reservations through lied and the pool was not even clean or open. Very mean lady. So then, we continued to our room, and the only thing I can say is, "Oh, my!" The ceiling above the tub and shower had fallen down and was laying inside our bathtub; it was moldy and dusty with pieces of some sort of drywall looking stuff, along with a big glob of hair laying in the drain. It was totally disgusting. But anyway, I needed to wash my face so I used a hand towel and the sink, went to hang the towel on the hook on the back of the bathroom door and the whole hook fell off. Mind you, this was only a small hand towel.

We got to Comfort Suites, Little Rock, Arkansas around 1 a.m. after a 7-hr drive and when we tried checking in - bang! The receptionist said there's a reservation, but the credit card used was declined, whereas I got a confirmation email stating my reservation number and that the payment has been received in full! So finally, after 10-15 tries and waiting at the lobby with my parents for over an hour, we finally got through the Hotel.com customer service, but guess what? They were extremely uncooperative. We asked them to at least stay on line till the receptionist goes over the credit card details, but they couldn't have cared less and said that's none of their responsibility! What the **! Whose responsibility is it then?

I booked a room for the same day check in. When I got the confirmation, it had changed dates to the following day. I called immediately and was told, "Our system does that sometimes on same day bookings. We will fix it. So sorry." There was never a word said about additional charges. Monday, after the stay, they charged my credit card an additional $53. When I called them, the person said he would investigate and to hold on. He came back on the line saying he was sorry for the mixed up. They were going to process a refund and to hold on for a few more minutes. He never came back on and the line disconnected after about five minutes. When I called back, they said I would not receive a refund. This is for the reservation change, and because I was calling after the stay, there was nothing else they could do about it. I was hung up on three times while being "put on hold" for a manager. Do not use this company ever! They are scamming you!

I made a reservation for check-in on July 28, 2012 for my birthday and checkout on July 30, 2012. When I got the email confirmation, I found out that the dates were changed for May 7 to May 9, 2012. My cancellation email was written 2 minutes after I got the email confirmation. The Hotels.com told me the rate was a nonrefundable rate and it doesn't matter. When you cancel, you don't get a refund. I never typed "May" because I am pretty sure that my birthday is on July.

I booked a reservation for the LaQuinta Hotel in Wayne, NJ for April 19, 2012. Literally as I was leaving the house for this trip, I received the call that my father had died from a heart attack. The following day, I called Hotels.com to tell them the situation. They told me they were able to get the reservation for the second hotel, The Element Ewing at Princeton, to refund my money (I'm waiting to see if this is true) but LaQuinta refused, based on the fact that the reservations cannot be cancelled and that it clearly states this on the website.

I made a reservation for check in on May 10, 2012 and check out on May 11, 2012. When I arrived at the hotel on April 10, 2012, the hotel manager realized that it is booked for wrong dates and advised to give me a room for this date and call Hotels.com for a refund or just cancel my reservation online. And that's what I did. 2 weeks passed and I did not get a refund on my card. I called Hotels.com and spoke to one of their representatives. She told me the rate was a non-refundable rate and it doesn't matter when you cancel - you don't get a refund.

I booked a hotel on the night of April 11 at a Super 8 in Remington, Indiana. I had to cancel the booking, but Hotels.com said it was the hotel's policy that cancellations were final. I spoke with the owner, and he said no. I found out that Hotels.com uses a third party to book rooms called Travel Now. I called Travel Now, and guess what? They are owned by Hotels.com. I spoke with the same people, and they gave me the same numbers to call their cancellation department. Tony at Hotels.com apologized for the inconvenience, and I stated that there was no convenience. It is common practice. I was abruptly cut off. I don't think Tony was the one who hung up on me. I have started a blog and am going public with this.

I'm writing because I have to complain about the treatment I was served by Hotels.com. Last September, I was in the US with my wife for our honeymoon. We made an "on the road" trip, so every day we did book a hotel for the night. I used the Hotels.com website only once, but it was enough. During the online booking process, the browser crashed, so I didn't get any confirmation of the reservation in progress. I thought that since I was using my wife's credit card to make the reservation in my name, the crash was due to a "mismatch" between my name and the name of the cardholder. So I made another reservation with my wife's name and it worked. After a couple of months, I realized that Hotels.com charged my wife's credit card the price for two reservations.

We booked a king room for a weekend in Kansas City, MO and received the confirmation showing that we were getting a king room for April 20-22, 2012. When we arrived at the hotel, we were given a standard room (they claimed it was a queen sized bed, but we own a queen sized bed and this was a full) and told that this is what the reservation they received from Hotels.com was for and that the hotel was booked full. Not only was the room wrong, but there was something (feces or oil) on the fold out bed. There were no pillows or sheets for the fold out (and when we called to get some, they had none left). The remote was broken and there’s no alarm clock. We were right next to the housekeeping room and there were loud noises (as in sounded like a jackhammer on the other side of the wall) that kept us up all night. And to top it off, the sink literally fell off the wall in the morning.

I was inadvertently charged by the hotel, in addition to being charged by hotels.com. I learned that by dealing directly with the hotel, I would have saved about twenty percent over what hotels.com charged.

I booked a reservation online with all appropriate details filled in and approved. I received an email confirmation with reservation number and itinerary number. This was done on Sunday, April 22, 2012. My wife received a phone call from Hotels.com to confirm some credit card information from call display 1000, which alarmed her. She thought someone was trying to steal credit card information from us.

I booked airfare and hotel to NYC through Hotels.com. I have stayed at the hotel many times before. I needed to change the dates on the travel and called Hotels.com to make the changes. The airline would charge a $150 change fee, which I expected and had no problem with. However, I was told that the hotel had a no refund policy and I would not get a refund for the original booking. I called the hotel directly because I have never had such a problem with them before. The hotel told me that they would do it for me directly, but because I was dealing through Hotels.com, they couldn't do anything about it. I have paid $240 plus taxes for a room I am not staying in. Hotels.com represents that it is the hotels that are inflexible when in reality, it is Hotels.com. How much of the $240 do they keep, knowing full well that I am not using the hotel room? It is unbelievable that they are allowed to stay in business.

I made a reservation for 2-25-12 at Crowne Plaza, Downtown Denver, CO. It was charged to my card on 2-18-12. I canceled reservation on 2-18-12 in compliance with both Hotels.com and Crowne Plaza policies. The cancellation confirmation stated refund would be applied to the card within 14 days. It didn't happen. Phone call to customer service resulted in refusal to refund.

Two Hotels.com sales agents verified a two-bedroom suite, had a stove top, refrigerator and microwave. I booked with them on the phone but on the confirmation, the stove top was omitted from the detail of the room. I immediately called back and spoke with customer service (out of the country) and I was told that my room did not have a refrigerator and if I wanted to cancel I would have to pay a fee. This is very disappointing. I will never use them again.

I booked with Hotels.com for Apr 23 to Apr 25. The email confirmation I received was for Apr 27 to Apr 29. I called them again and they said that it cannot be changed unless I pay a fine. The original cost of the room was $233.70 for the 2 nights. In order to change the dates, they said I will have to pay a fine which will now be $317.780 for the 2 nights. I agreed. The day we were supposed to leave, I called the hotel to confirm the reservation. Again they said it was for Apr 27 to Apr 29.

We googled hotels in Glendale, CA and Days Inn came up. When I called the number, they did not identify themselves as Hotels.com. I asked about suites and they did not have one, so I asked about adjoining rooms and was told yes. I got to the hotel and found out they could not accommodate and no notes were even written. I spent 55 minutes on the phone with two different people and was told that since Days Inn would charge them, they will still charge us! Days Inn said it was Hotels.com and they couldn't help us at all. So we are out $400.

My experience with Hotels.com was terrible. We checked in to our hotel to find a big, fat, dead, dry cockroach in our bathtub. The manager was so sweet and nice and tried her best, but my wife could just not stay at that hotel. The manager said she would refund our money, but when we got on the phone with Hotels.com, they said there was no way to cancel without paying a penalty. How much was the penalty? Oh just the full cost of the room. Idiots! Usually when you push companies like this or when you ask to speak to a manager, they fold like they should, because pleasing the customer is first priority. However, they refused. Thankfully, the manager said she would take care of it and we left. Don't use them!

We are a family of 5, something I specified when making the reservation. This was confirmed on the email hotels.com sent us to confirm our booking. They booked us in a room with only one king bed and one pull-out sofa in a hotel that did not have roll-away beds. Two of our kids are teenagers. We ended up having to book an additional room just to have enough sleeping surfaces to get our kids to bed.

I tried to book a reservation with Hotels.com and after putting in my credit card information, they (Hotels.com) pre-authorized an additional $1.00 on my card, which was not stated would be done. I called Hotels.com, they claimed that it's a "test" on the card and in order to place a reservation, you need to have more than the reservation amount on available on you credit card! They would not remove the two separate "test" charges and because of these unauthorized pre-authorizations, I could not make my reservation.

I received a confirmed room through Hotels.com. When I showed up at 2 am, the hotel (Broadway Inn in San Francisco) had given my room to someone else. I am sure they hoped to get a cancellation fee from me, as well as a room fee from another. A friend also had a double-booked room from Hotels.com. Hotels.com did refund the room, but only offered me a $10 voucher in compensation even though I had lost an additional $100-plus on a last minute reservation elsewhere. I believe Hotels.com simply accepts this double-booking behavior from hotels. It provides no indication on their website which hotels engage in this behavior and treats such actions as "standard behavior," as evidenced by the meager compensation for the failure. My advice: if you need the room to be there, don't use Hotels.com.

I write to you extremely discontented and upset in regards of how I have been treated and misguided in my resent reservation with Hotels.com. Your website clearly shows a different hotel than the one I encountered when I arrived to Nanjing City, China. It is a bad joke to call that hotel a 5-star hotel, as your website claims, and even less with a 4-star rating by your users.

We booked a hotel in Rome using Hotels.com. A few minutes later, we found the same hotel on Thomas Cook website at a lower cost; and we called Hotels.com right away and told them that we just booked the hotel 10 minutes ago and that since we found a lower price, we would like them to adjust the price according to what they said about the price match policy and guarantee to have the lowest price.

Outsourcing customer service: Why do you have people in Milan making reservations and helping with customer service? The reception is terrible; I would talk and she would be talking at the same time. She was so hard to understand as well. Keep jobs in America, really?

We scheduled a weekend with our daughter and booked lodging with hotels.com. We had a death in the family 3 days before our hotel reservations began. I called hotels.com to see if we could cancel or modify the reservations. Hotels.com said their policy didn't allow cancellations because the hotel wouldn't refund payment. They suggested I call the hotel. I called the hotel. The Sheraton & Towers Hotel reservations people said hotels.com wouldn't allow them to interfere with the reservations made by hotels.com. The Sheraton Hotel & Towers on Water Street would not make any accommodations to cancel or change our dates.

As we were returning home from Florida, I called the online number to reserve a hotel room along our route. When we arrived, the hotel had no reservation in our name. I tried calling Hotels.com multiple times and was put on hold for as long as 30 minutes several times. I was told I was being transferred to their customer service and was put back on hold for another 30 minutes. We kept waiting for the reservation to be faxed to the hotel. When it finally arrived, after a two-hour wait, there was no confirmation number. All the hotels in the area were booked and we had no place to stay. It was not after 7 pm and we were tired and scared. We ended up finding a hotel over 30 miles off the interstate and out of our way. We were charged for the hotel room that we never got. When I called the next day, I was told the charge would be refunded. Three days have passed and the refund has not appeared on our statement. We were incredibly stressed, scared and inconvenienced, not to mention having to drive a total of 60 miles out of our way to find a hotel.

I stayed at the Niagara Falls Courtside Inn at 5640 Stanley Avenue, Niagara Falls, Ontario on Saturday, March 17, 2012 and paid $70.62 for one night's stay. Upon trying to go to bed in the evening, we were very traumatized to find bed bugs crawling all over the bed sheets and the pillows. I am pregnant, and both my partner and I had to sit on the couch without any blankets or pillows to try and fall asleep. There was only an emergency phone number posted in the lobby to call if anyone was experiencing any problems, but no one called back.

On 3/19, we checked into the District Hotel in DC. This hotel had no working elevator and the room was on the 4th floor. Once arriving up four flights of stairs with luggage in hand, we discovered that his room was closet sized. There were no amenities such as coffee maker, hangers, etc. As reference on my booking receipt, we are 5 Star members. When I called the 5 Star service line, I was met by Megan with rude temperament and told that we were no longer 5 Star member. I asked to speak to a supervisor and was refused. I was transferred to the regular call center and immediately got disconnected.

I made concurrent bookings on Hotels.com for City Express Tijuana Rio (the site requires separate bookings if a different credit card is utilized for payment). When we arrived at the hotel, we were put in a very small room. When we explained we always stay in a room with a kitchenette (as we stay for many, many nights while receiving cancer care at the clinic next to the hotel), we were immediately put into the room with a kitchenette. We are charged $60 per night, whether we pay Hotels.com or the hotel directly at check-in for the kitchenette room.

On 3/17, I booked for Glen Allen, VA. The reason I did so was because the ad says cancellation was free. When I called to cancel, Best Western said fine. Hotel.com tried to bill me anyway and I have opened a complaint with my credit card company. It’s a cheap business practice. It insures I will never use or recommend Expedia to my friends.

Hotels.com referred me to a hotel with horrible reviews and bed bugs! Hotels.com suggested Crestwood Suites and it was horrible. It had horrible reviews. I am not in the habit of residing at such seedy hotels. When I book through Hotels.com, I trust that they will book me at a hotel with great reviews. During my stay at Crestwood Suites in Austin, Texas, everything was horrible, from the quality of hotel, service and now I find that there were bed bugs in my suite! I have been trying to no avail to rid my home of these bugs. It is coming down to me having to discard my very expensive furniture as a result of this stay. My furniture is valued at over $30,000.

Cancelled reservation refund - I made reservation through Hotels.com in Paris at Best Western Premier Opra Richepanse, itinerary #:**, Hotel-rez.com confirmation number(s):**. The room wasn't as shown in the site so I rejected to check in and the hotel charged me for the first night. I then contacted Hotels.com on December 31, 2011 informing them the situation. Thankfully, they returned an email apologizing for the inconvenience and promised to conclude the necessary process of refunding me for the remaining balance charged to my credit card. It has been three months since then and no refund has been made yet.

Hotels.com failed to provide a room and reimbursement. I made a reservation online and made a mistake of hitting the cancellation button. Immediately, I called the Hotels.com and spoke to two separate employees, who assured me that everything was taken care of. I arrived at the Gaylord Opryland hotel in Nashville, TN on March 20th and there was no reservation. I made numerous phone calls and was left on hold for over 52 minutes on the last call. After numerous attempts failed, I made an expensive reservation at another hotel. I tried numerous times to get my payment refunded with no assistance. I tried stopping payment on my credit card. All I want at this time is to be refunded. I am very dissatisfied and I will never deal with them ever again. I highly recommend everyone to stay away.