Hotels.com Reviews

We booked a room for 2 nights through Hotels.com. When we arrived at the room it was a handicap accessible room with no bathtub. Huge problem considering I was traveling with my 14 month old. When I talked with the Best Western receptionist she was rude and told me I got what I booked. However, my confirmation email clearly stated that the room I booked would include a bathtub shower combo. I talked to the hotel manager the next day and he explained that Hotels.com puts handicap accessible rooms first on their list to book, which is why I received the room I did. I asked him why he used the company if they didn't book things properly. He said "it's the nature of the beast". Whatever!! I was able to move to a different room the following day but will never use Hotels.com or the Best Western in Coos Bay Oregon again!!!

I made a call to change my reservation because my son lost the flight from PR and we can't make the vacation with out him. Mercedes work very hard to do it without extra charge. Thanks, Mercedes.

The same thing happened to me as was described in prior comments. I made a reservation through Hotels.com and was pre-charged for the room when I had no intention of paying up front. I have made the same reservation a thousand times and would NEVER pay up front. I get a discount when I let the front desk know where I am going which I have to tell them on arrival. So WHY would I pre-pay?? When I called to get the charges removed they said there are TWO kinds of reservations, one is pre-paid. If so that was not apparent. Then, in order to get the refund the reservation had to be cancelled. At the very least they should have kept it for me! This is a deceptive practice so be careful when you book if you don't want to be charged ahead of your trip! Go straight to your hotel site, you will be better off.

I am considering cancelling our reservation, as I have never been so mistreated by a company. They charged me more than the advertised and agreed upon rate & refuse to make any adjustment. The customer service is horrendous & they don't seem to care about keeping and retaining customers!

I booked a hotel room for two nights and I thought everything was fine until I tried to change the dates. I did not ask for any change in price. I was told by the Hotels.com customer service supervisor that Hotels.com does not charge the customer, but that hotel charges the customer. When I called the hotel I was told that the hotel doesn't charge the customer, but Hotels.com charges the customer. I was charged and am now unable to change the date. They were not helpful in any way, but to take my money. Will not use Hotels.com again.

I booked a Hotel today, about 2 hours before attempting to cancel it, and I was told it was not possible to cancel - $195.30. I called Hotels.com customer service, asked for a manager, and was disconnected 3 times. I would like my money back. The number I called: (800) 246-8357; it was not helpful. I can understand a cancellation fee, but not 100% of the cost. Is there any recourse a customer can take against this? Please advise. Thank you!

I recently booked a room for my wife and I for our anniversary. I booked our room over the phone with a representative who barely spoke enough English to even understand my requests. After correcting the information several times she assured me 3 different times that I would not be charged for the room until the time of our stay according to the hotel. Less than 24 hours later I had already been charged for the entire booking and still had not even received a confirmation email yet.

First of all their customer service is one of the worst I have ever dealt with. The person did not speak English well enough to understand so a lot of my time spent was asking her to repeat herself. Then she kept putting me on hold to talk to a manager. When she came back on the phone her explanations made no sense. My problem is I booked 3 nights and had to cancel but still got charged for one night. I understood that. Payment went directly to Hotels.com. They would not credit my rewards for the night.

We were attending a big event in a college town with limited hotel space. Made reservations months in advance. While en route (600 miles) Hotels.com called to say our hotel canceled & they were re-booking us. All that was available was a nasty 1-star hotel. I stated wanted to "look at it". They proudly told me they were refunding the price difference - which I continued to say was not an issue. I was more concerned about the location. After being on the phone for over 1.5 hours we had to suggest a location 35 miles away. Then Hotels.com refused to refund the booking (they made) of the 1-star location. We argued about that until we were put on forever hold - I guess they were hoping we would go away.

I paid for 4 nights at the Washington Marriott at Metro Center in Washington DC last week. The hotel advertised that it included a pool and a real gym. When we arrived we were told the pool was out of service. If one wanted to use a pool, it was a half mile away at another Marriott. The gym was also being renovated and had been temporarily moved into a basement banquet room. Most of the few machines were not in working order. This wasn't what we paid for. When the Marriott staff attempted, at our request, to move us to the other Marriott down the street with the working pool, we were told Hotels.com would not allow this. Dispirited, we attempted to get our money back, have our credit card credited, and try to find another hotel. But guess what? Hotels.com would not allow this.

I recently booked a room for my wife and I for our anniversary. I booked our room over the phone with a representative who barely spoke enough English to even understand my requests. After correcting the information several times she assured me 3 different times that I would not be charged for the room until the time of our stay according to the hotel. Less than 24 hours later I had already been charged for the entire booking and still had not even received a confirmation email yet.

I booked a room for 2 nights via the internet. All seemed well! Then I noticed on my bank statement Eviivo had requested 60, so I called Hotels.com. They told me this was the bed and breakfast's policy and it would be released as soon as I arrived for my stay. So on arrival I asked the owner who assured me this was not the case as she only accepted cash and has no card facilities.

Aug 2015 - Last week while looking for hotels in Montreal (go there quite often) for the weekend I was looking around on google maps with its date/hotel assistance feature and was struggling to find a place available. Eventually I clicked on a hotel represented by Hotels.com. Once I clicked through to Hotels.com a little status notification popped up saying 3 people just booked this hotel. I went into rush mode and went through the booking. Shortly after completion (5 seconds) I realized that when the order went from google maps date/hotel finder Hotels.com changed the date. I immediately called and was told that there will be no refund for me. Nearly $400 down the tube. I have never used such a service, & fear all these third party travel providers. One thing I am certain of, I will never use Hotels.com again.

We were travelling and ended up stopping in Mount Sterling, KY, and used Hotels.com to find a hotel. I called Hotels.com to verify that the room was available since our internet on cell phones was not working well. After talking to them, they said the Inn at Mount Sterling was indeed available and was non smoking. The gentleman on the phone verified this with the hotel staff before we booked. We booked the room, arrived at the hotel, and they told us that they see our reservation, but the room we were promised was not clean. After about 10 minutes, the woman told us we could either take a one bedroom (not happening since we have 2 kids too) or wait for a half hour while they clean a room for us. It was late, but we decided to wait.

I tried to book a week long vacation on Hotel.com. Put in the dates that I wanted and proceeded through the confirmation process. After putting in my credit card information and hitting submit, the site booked a completely wrong date. I called them immediately and explained the problem. After arguing with the agent, they said that they would cancel the reservation but I had to pay a $25 cancellation fee from the hotel. I argued with them again and they said that the $25 would not be charged to my card. Got off the phone and a minute later I received an email saying that the reservation would be cancelled and I was going to be charged the full amount.

I booked a hotel room two months ago, got the confirmation that my credit card was charged and had until 7/31 to cancel. I went to booking.com, found a different hotel and booked that. I thought I cancelled the reservation. Just received an email today 8/10 about it. Totally forgot that I booked it and now I am not getting any money back. I think it's ridiculous that 1.they don't remind you about the cancellation date and 2. they charge full amount. Then they told me I should cancel it. Why would I let them get someone else in a room I already paid for. I may go to the hotel and just strip the beds and use all the towels just for the heck of it.

Several months ago I booked a resort in Bermuda from Hotels.com. They asked how many in my party to which I responded 2 adults and 2 children and the ages of the children were given. I requested a ground floor ocean view room with an all-inclusive package for 4 and 2 double beds. I had to pay extra for the ground floor room and the all inclusive package for 4.

I booked a hotel -- Comfort Inn Lundy's Lane (Canada in Niagara Falls) via Hotels.com. I was not happy with that hotel and wanted to provide my review on the Hotels.com. However, the Hotels.com was turned off this review option for the Comfort Inn Lundy's Lane Hotel. I also booked another hotel via Hotels.com and I was able to provide the review for that one without any problems. Therefore, the reviews in Hotels.com cannot be trusted. The Hotels.com can be paid by hotels/car company to turn off unhappy customers feedbacks. That is such a shame. I will never use Hotels.com again.

In a nutshell: terrible phone reps who don't understand English and have heavy accents that you can't understand. They are also poorly trained and so can't handle any problems. They will transfer you to a supervisor which means being on hold for 20-30 mins, then you are likely to get disconnected during the hold (TWICE for me). Then the supervisors have attitudes when you express your frustration, and threaten to hang up on you. They were supposed to change one of my reservation dates, which was supposedly done, only to find out they screwed it up, requiring another call from me and another 20 minute wait on hold for the supervisor with an attitude. All from vacation in Europe. After this I used few other sites, all of which worked out much better. By the way, I've heard this site is owned by Travelocity. Shame on them.

I booked a room through Hotels.com and was disappointed because the property's condition and amenities were materially misrepresented. I stated such in review and my review was rejected. Then I wrote second review with many details omitted and said "property condition doesn't match pictures posted of property". Review rejected again. Seems they reject any reviews that hurt their bottom line. Consider yourself warned.

My family and I planned a trip to see Colonial Williamsburg and Virginia Beach a few weeks back. I booked a hotel in Newport News (about halfway between Williamsburg and Virginia Beach) for our overnight trip from Pennsylvania. The hotel reservation was confirmed and paid for in advance of our trip. A drive that would usually take about 4 hours took more than 6 due to beach traffic. We made it though and after spending a few hours walking around Williamsburg we went to check into our hotel. Upon trying to check in we were told that Hotels.com had overbooked them and they didn't have a room for us. The receptionist acted surprised that we didn't get a call and said that Hotels.com was working on finding us comparable accommodations in the area.

When booking a hotel through Hotels.com (via Google Maps), the default date for the booking comes up as a future date (~12 days ahead) and not today's date. Trying to book a room for the night, I didn't notice the date was set by default to a future date, and booked the room. Immediately noticing my mistake, I called Hotels.com to cancel the reservation. They told me the reservation was non-refundable, and said they were unable to get a refund, claiming a manager was not available at the Holiday Inn Express hotel I had booked. The date information on Google Maps Ads for hotels is in light gray text, and the non-refundable policy is a scam to collect people's money without actually providing any service, taking advantage of simple booking mistakes, employing this default date change through their ads on the map. Beware any deals with special non-refundable rates, as it may impossible to get your charges removed.

I was told this particular hotel was highly recommended. Those were the exact words used.... So I was excited and ready to get there & get settled in. Well upon my arrival at Rodeway Inn Charlotte I was flabbergasted! It was so run down and it was in a horrible part of the city! A lady actually told me I was in the hood. I went in to check in - well not inside because it was locked. I had to talk through a small window.

On May 27th, 2015 I attempted to book a hotel room through Hotels.com. We wanted a condo style with 2 separate bedrooms. The offer was for $550.12. I accepted. Once I clicked "confirm" hotels.com charged my CC twice for a total of $1,100.24. I immediately called to cancel and was informed the hotel Cypress Pointe Resort located at 8651 Treasure Cay Lane Orlando Fl, 32836 does NOT allow cancellations or provide refunds.

I have made booking using hotels.com, and I was charged immediately when I entered the credit card information for the verification. I have been following the website for 4 month until now. I called them last time and I have been forwarded to the manager and he told me to follow with the hotel myself. I told them that it was not my responsibility to contact the hotel but they insisted, so we didn't get to settlement. They treated me so bad and didn't refund me. I want anyone to help how to sue them. I will give full information if anyone know how sue them.

I booked a hotel in Rye, for which payment was taken and confirmation sent. 24 hours before my stay, I got email. Hotel is full and ring 1-844. Message tells me long wait for attention. At international phone rate, no thanks. Now I've got to try and get refund.

I want to placed a huge big dissatisfaction regarding the level of services provided by hotels.com. I am fed up of calling to your customer care and the way they are assisting. Unfortunately I decided to use your website to book one hotel in South Africa and paid around $600. I received a confirmation from you and amount was deducted from my account. Next day when I reached to hotel, they told that my booking was cancelled by agent. When I asked why, they didn't have any reason and I end up in paying cash at the reception. No msg, no calls were made from hotel.com to informed me.

I tried placing a reservation 6 months in advance. The site was difficult to reserve and I accidentally booked 2 rooms. I called immediately when I received the confirmation and cancelled the second room, they would not refund the first night deposit. I understand if had been a long time and then I tried to cancel or even if I had cancelled both rooms - but 5 minutes notice for 6 months out is really ridiculous, I will never use this site again. Calling and talking to someone who does not have English as a first language is frustrating as well.

Owned by Travelocity - this cheaper cousin has the worst customer service in my 30 years of global travel. All in the Philippines. All useless. Stay Away From Them. Book with hotel directly.

Booked a hotel with Hotels.com and needed to change hotel dates on our honeymoon. Spoke to Laurie at hotels.com who told me she called the hotel for me and arranged the change and advised me to call the hotel in the morning and speak to a manager. Called the number she provided which forwarded me to another hotels.com representative instead of the actual hotel. Representative at hotels.com was named "Mario" who told me he would handle the issue and send me an email regarding the change that day.

I booked thru Hotel.com and upon arrival to my hotel I was informed that my reservation was not sent to my hotel. Over a hour later I finally got thru to Brandy (what she told me was her name)/Bianca (name she gave the hotel manager). Not only was she unprofessional when she answered the phone but then she tells me to go tell the hotel manager to answer their phone. I shouldn't have to be going back and forth between the two parties. Bottom line huge problem with customer service! Very mad and will never book with Hotels.com again. They are there holding their hand out to get paid and then don't follow thru on their end.

We booked the hotel and realized it was too far from the airport, we call to ask to change hotels, well within the 24 cancellation period but they would not cancel or refund the charge (which had yet to be charged!). We even asked to stay with the same brand hotel. Hotels.com said for us to talk to the hotel for changes & cancellations. We called the hotel & they said it was up to Hotels.com. SCAM!!!

My mother and I booked 2 hotel rooms from hotels.com for a trip that we were taking to Pennsylvania. Once we got to the hotel which was named Howard Johnson, the hotel did not look like it looked in pictures on the hotels.com website. The place was dirty and disgusting. Once we checked in we go to our room and we almost threw up from the smell. The room did not look like the room we booked online. It was absolutely disgusting. The curtains had stains, the room stunk and the bed sheets looked like it was from 1845.

Hotels.com as an Internet reservation company is FUBAR when it comes to their automated phone system. I recently used the automated phone system to cancel a reservation however following the call Hotels.com did nothing. They didn't contact the hotel, or send an email confirmation of the cancellation, and when I contacted them they treated me like it was my fault.

We used Hotels.com to book our anniversary trip to Rome-Italy, which is coming NEXT YEAR 2016. We found a good hotel and flight after spending a fair amount of hours. We finalized our details and enter the credit card information online at their website, hotels.com. The total amount to pay was $2,122.22 and we entered and completed all required information for this trip. We reviewed it and did click "book it now" button. We received a notice saying: "SORRY! We were not able to book your trip. Wait a few moments and click the "book your trip" button again."

My first booking with Hotels.com gave me a positive impression. It included some choices that other sites (Orbitz) didn't include and I ended up choosing one those. My next booking was a different story. I booked early in the day to avoid last minute problems. When I arrived at my destination, I learned that the hotel had given my room to a walk-in. I paid in full with my credit card and was advised that the reservation couldn't be cancelled well, not by me, but by them.

So I went to the website to book a room at Myrtle Beach SC. I wanted to book a cut off suite with the full kitchen and 2 separate rooms. On the website they don't have the option of a refined search so I had to call. When I called it was perfect - no wait time or nothing. When the rep got on the phone I was shocked that I couldn't understand the lady because I normally always book with hotels.com and never had a problem booking period. It took me at least 2 hours on the phone trying to book a room - she finally got it.

We booked two consecutive nights at a hotel through HOTELS.COM and the screen indicated there would be no cancellation fee. This is the reason we were comfortable booking the hotel. We were uncertain about our plans so this worked. Our plans proceeded and we did need to cancel. When I called to cancel I was told there would be a charge for one of the nights. I complained to HOTELS.COM's reservations department. They said there was no way around the charge for the one night. I then decided to stay at the hotel the first night since I was paying anyway and then cancel the second night.

Booked a room at the Barefoot Resort Villa and got a call the day before we was leaving and was told that my room was being upgraded to a better property because the air conditioner was broke and they needed to cancel my room and was moving me. The upgraded property was horrible… Not upgraded, downgraded. Took me 3 hours on the phone with Hotels.com to try and get my money refunded. They did not want to accommodate me at all. Never will I go through them again.

This hotel does not have a corporate office therefore they reserve the right to treat the consumer with disrespect. On the Internet they state that this is a newly renovated hotel. As you can see with the pictures below there's nothing renovated or new about this hotel. My family reserved 41 rooms at this hotel for a family reunion and the results are as you see below. We were scammed, violated and disrespected simply because the room that they showed my aunt was not the room we received. For my experience as well as the other family members this hotel deserve a place in the hall of disgust and should be shut down. I would not recommend this hotel to anyone even if it was free. I can't post a receipt because they refuse to give me, one they gave me was a copy resort fees. What was said Hotels.com will receive the receipt instead of me for they are the ones to pay Sawgrass Grand Hotel because I booked on their site.

I will never use Hotels.com again to book a hotel room. I had a reservation at the Chinle, AZ Best Western Hotel on August 1, 2015. My travel plans changed and I called the hotel directly on 7/27/15, two days before the Hotels.com deadline to cancel. I was given a cancellation number by the front desk. The following day I received an email from Hotels.com confirming my reservation and stating that I had until 7/29/15 to cancel. When I called their customer service line today to inquire about this discrepancy, I was informed that they would not honor the cancellation because it was not made directly with them.

I began to book a hotel through their website, going so far as to enter credit card details, then closed my laptop screen while I waited to consult with my wife about the booking. When I came back, I found that the hotel room had been booked without me having pressed the submit button. I immediately contacted Hotels.com and was told that I could not cancel my booking because it was a special offer.

I booked a room reservation through the website for my family of 4 with two kids. When we reached the hotel room after driving for 10 hours, we found out that the hotel is completely booked. The hotel called the helpline and the agent "bob" excused and explained to me... very politely.... the problem and said that he will book me in a better hotel for no additional cost but I do have to pay 10 USD extra which he will refund immediately. When I reached the new hotel it was way worse. The front room lock was broken, phone was not working and washroom door knob was not even there... anyways it was a mess.

I booked a hotel on Hotels.com in Estes Park, CO for a friend's wedding. Two days before I am to suppose to check in I get a phone call telling me that the hotel is overbooked and that they were going to find me a new room for the same price. That was a lie. The only available room was at a more expensive hotel and I had to pay the difference, which was more than my original booking. I will not be using them again.

I booked a hotel at Niagara Falls and received a confirmation of guaranteed hotel. However when I went to the hotel there was no room available and the receptionist told me they already contacted hotels.com to informed them that there's no room for me. We ended up sleeping in the car with my kids because rooms available in the area. We tried to call the customer service with no one to answer. A few days later hotels.com still charged my card stating that I spent the night at the hotel. I will never book through this website again and will not recommended this site to anyone. Horrible customer service and horrible experience.

We booked a hotel in Rome through Hotels.com and were promptly charged the total amount as advance payment through our credit card. After checking in, the hotel charged our credit card again and we ended up paying twice for a room! Innumerable mails later, they are yet to refund the excess charged amount in spite of acknowledging that a mistake has been made and the money would be refunded at the earliest. Now they don't reply to our mails. All we got from Hotels.com were empty promises and platitudes!

Our experience has been horrendous each time. We are forced to book here because not only do the hotel not give you those prices but hotels.com is everywhere. Every time I tried talking to a customer rep I got hung up on, they never know what deals were offered on the internet and wanted me to pay extra because it was not available even after refreshing my browser and entering through numerous areas. I work in transportation I know what it's like to get paid commissions but I NEVER lie to a client just so I can rack up a few dollars. 20 minutes spent arguing with me asking what device I was using, searching with wrong hotel I myself finally booked it. But never again will this happen I will be asking the hotel who they recommend.

I booked 1 room in June. I ended up not needing the room, so I didn't show up. My cc bill showed 2 room charges, so I called the hotel directly. The manager at the hotel told me that I had booked 2 rooms. I told her I had only booked 1 room. I called Hotels.com customer service and they said "we show you booked one room". I'm thinking, great, Hotels.com can call the hotel and get this all straightened out and that I'll receive an phone call to update me on the situation within 72 business hours. Seems easy, right? WRONG! a) I NEVER received any phone call, b) I stated in the comments of my follow up survey that I was very dissatisfied and never received the promised call back, c) I called back with my reference number and it was like I had to start all over again to explain the situation.

Hotels.com booked us into a hotel that was absolutely atrocious. When we arrived at this hotel the room was filthy. The bathtub was rusted and the faucets would not work. The pillow case had drops of blood and the room was dusty and dirty. Between the mattress and box spring were dead bugs, hair and crumbs. We informed the manager that we would not be staying and he refused to refund us, stating that he only received a small percentage from internet bookings (hotels.com). When we contacted hotels.com they informed us that they couldn't refund our money because it had already been processed. They finally offered a $100 credit. This hotel is greatly misrepresented by Hotels.com. The pictures on their website do not match the actual hotel and they do not have a water park on site. I'm not sure how a company can promote a hotel that is so thoroughly disgusting.

I canceled a hotel and they did not report to the hotel and charge me without having visited the hotel. Call the support number and many apologies but did not return my money. DON'T USE HOTELS.COM.

I have been using Hotels.com exclusively for almost 5 years. I have occasionally made a mistake on a booking that was 'nonrefundable'. I have called Hotels.com each time and each time they've managed to get the charges reversed. I am now a gold member as I stay in hotels so much each year. I love their rewards program that averages your 10 stays together and gives you that amount of money towards your next hotel. I also use ebates.com first so I get an additional 4%-6% cash back. I have NEVER had a problem with Hotels.com and highly recommend them to anyone who stays at a variety of hotels throughout the year.

I booked a Grand Sierra Hotel with books.com which had the same price as 5 other sites. They have charged me $30 for hotel fees. I paid $30 to the hotel as a resort fee and was told Hotels.com should have not charged me. I called Hotels.com and they said "this is a fee we charge" and disguised as hotel fees. Never again I will book with this company and let every friends know as well.

Booked two adults and a child half board for a ten day holiday in Sorrento over the phone. The confirmation email showed only two adults and in the extra info one "kid" accompanying the adults. Wasn't impressed and emailed a couple of times with no response. As the holiday drew closer I emailed the hotel who sent a brief email saying they had received confirmation of my stay only. Contacted Hotels.com via phone on two separate occasions asking them to confirm to me my stay for 2 adults and a child half board for the price shown and told yes. Asked to confirm it in an email and didn't receive one. Same process next day and confirmed my request but did get an email very bland without full confirmation, just saying confirmed half board.

Was told I would have to stay in un-airconditioned room. On hold 2 times for over 30 minutes after I was hung up on twice.

Do not book at Tybee Inn on 17th street. The lady was rude that runs the Tybee Inn. Didn't let us know that the place would have been closed that weekend so would have shown up without a room and then the rep at hotel.com didn't speak good English and gave us a hard time trying to cancel our reservation.

I had a terrible group of hotel stays during a recent trip across country. All hotels booked through Hotels.com. One was particularly bad and so, after returning home, I posted a review. Yesterday, I received an e-mail notice that my review had not been accepted but, according to their listed guidelines, I could not figure out why.

I specifically told the Hotels.com representative that I was physically disabled, in a wheelchair and needed a bathroom with roll-in shower. He said "Yes the hotel had that and there was a room available." When I looked at my email confirmation it did not mention bathroom specifications. I called the number in my confirmation & it was at the hotel who told me I did not have a handicap bathroom & I needed to call Hotels.com to change my reservation. I called Hotels.com and they had a room with roll-in shower for an additional cost.

Hotels.com has a program where you get one free night after booking 10 nights. First of all, this is misleading: you don't get one free night. You get rewards points that you can redeem, so if the value of the one "free" night is more than what they decide is redeemable, you have to pay the difference. Second, when it comes down to redeeming your points, the hotels.com website won't allow you to do it.

I have always used Hotels.com to book vacations. I booked a three night stay in Panama City, Florida for the weekend. The night before leaving, I went online to find the check-in time and realized the hotel had multiple bad reviews. The reviews had bugs, prostitutes, and crackheads listed as complaints. I looked further and found that a 13-year old girl had been murdered in this hotel.

We booked 5 nights in 5 different hotels using hotels.com. We thought we were getting the best price guarantee. On our 3 evening, upon checking into our hotel, our desk clerk laughed at the price we paid through hotels.com. He stated that was $75.00 over their "standard" rate we could have got just by calling the hotel directly. We then started some calling and realized we had overpaid for EVERY night on that trip. Upon returning home we tried to get some money back from the hotels.com website but they state you have to request a refund before you check into the hotel. Actually you have to request a refund 24 hours before checking in. I'm wondering then what is their website for if we the customer have to call hotels to check that hotels.com is giving us the best price? We asked for a refund of $145 - overcharged on all nights. They refused.

Hotel had problems so they gave me a 50% discount on checking out. Money went to hotels.com. The hotel sent them the refund, I checked. 5 calls later with much aggravation they don't know anything. Do yourself a favor - book directly. Their customer service is horrible and very hard to reach. Thieves.

Canceled a reservation with them and per their policy their penalty is 1 night + tax. They didn't refund me anything + they charged me 3 times the amount they were supposed to charge! Spent more than 3 hours with them on phone, always get disconnected after 40 minute wait!!! Had to stop the payment through my credit card.

I canceled because I booked with a note to pay AT HOTEL UPON ARRIVAL. This was a choice given to you by HOTELS.COM. They charged my credit card for one night immediately. This is false and fraudulent advertising. Absolutely despicable.

Two disappointments: Hotels.com led me to believe most hotels in and around Capitol Reef National Park were full, leading me to a pricier hotel. The same thing happened in Ely, Nevada the previous night. When we arrived, there were empty parking lots around many hotels. Then, we reserved a room with a private balcony and view at Capitol Reef Resort, and instead we're given a roof with a view of the car park and no balcony. Cars are right outside our door. In both cases, Hotels.com did not deal honestly with us.

A Hotel.com customer service agent helped me book a room at a Hotel in Austin. When I got to the hotel they told me the reservation hadn't been made and they didn't have rooms available. This happened well over a month ago. I've called three times for my refund. Every time I call they assure me that they will take care of this but yet they never do.

Hotels.com has quite the racket going - it does not print negative reviews about itself, only the hotels that you book through the company. (I guess that's pretty smart!) So far I have had two reviews rejected from their website because of "Specific prices, Personal insults or profanity, Any personal details, Commercial website addresses or phone numbers" - none of which were contained in both reviews I tried to submit. In keeping with their fake, corporate "we care" image, I received this email in response: "We value every review we receive. If you are able to change your review to suit our guidelines, please do this here: Submit a new review/Hotels.com". But I think it's safe to assume at this point my review.

My complaint isn't different from the ones I've been reading. I canceled my booking after hours of making it. It was said to be 100% free, but I received the refund with AED 200 (USD 55) cut! I emailed Hotels.com, no response (by the way, they don't provide you email addresses for customers to contact them for such complaints, so you have to work your way around) and I didn't call them yet. I'm wondering, if they do this with 1000 users around the globe in just one day, that's an easy $55,000 net profit per day without a facing criminal lawsuit! This was my first time with Hotels.com and as you can see it wasn't a good experience. I chose them for their good deals and their offer of 1 free night stay when you complete 10 nights. In the future, I'd stay away from sites that charge the card the moment you book a room - Hotels.com is one, and there are many more.

We were traveling. I booked a hotel through hotels.com. They sent me a confirmation number. After driving all day we get to the hotel and no reservation! Lucky the hotel had an open room. I had to call and cancel the booking so our card wouldn't be charged twice.

Earlier this morning I booked a room on Hotels.com in Newport RI. I booked king room on the water for 2 nights, received a confirmation, packed and while on my way driving to the hotel received a call from Hotels.com saying that they cancelled my reservation. I asked how or why that was done, however I was told they would find me a comparable room. I waited on the phone for 15 minutes at which point the same woman came back and told me she was still looking but could not find a room so far. I told her I was angry and they had no right to do this and she hung up the phone on me. I then called Hotels.com customer service number and after a 5-minute wait was told I had my room. I have not yet arrived at the hotel, however, when I get there I hope that I actually have a room. What a hassle. I will never use Hotels.com again and suggest that I am not the only person this has happened to.

People please be aware that if you book a room thru hotels.com you own the room whether you cancel it, so make sure you really are going to use it. I booked 2 rooms and when my family decided to come and visit me in Vegas I ask for the cancellation. They said "Yes, you can cancel but you're still going to pay the full amount. It's in our terms." Unless I sell it to someone? That's my rant!

The customer service at Hotels.com is obstreperous, disorderly and a nightmare to deal with at any time of the day. I used their website and upon arrival to the hotel, they informed me that they didn't have the rooms available at all! I had a group of kids with us, taking them to a big tournament and didn't have time to find another hotel as they were all booked with other kids. We got to sleep on the floors and cram a large number of us into a tiny space. I've called 4 times--first was hung up on after waiting on hold, then the next times got the complete run around by people I could barely understand, clearly English is not the first language and I'm doubting it's even their second! I still DON'T have my refund, imagine that. I will never use them again and I have strongly recommended to all friends to never use this company ever!!!

I booked a hotel with Hotels.com for a hotel room in Niagara Falls. I asked if they had balconies and was told yes. They said that it was an extra charge for a balcony. That was okay with me because we really wanted a balcony. When she finished booking the room my bill went from $184 to $372. The balcony charge was only $16 difference. All she said was "oh sorry about that." After a lot of frustration of not receiving a confirmation from her, we arrive at hotel to find out they have NO balconies and the hotel told me that I have been scammed by Hotels.com. Never again!!!

I booked a travel package with Hotels.com. I purchase the insurance which states that you can cancel or change your reservation for ANY reason for 100% full refund. I have been trying to change the dates of our vacation for weeks now. Keep getting a call center in India. They pretend that they can't find my reservation, I've called the wrong number, there's a bad connection and they can't hear me and they hang up. All the while constantly being out on hold. Spent hours and hours trying to change and still no luck. I'm convinced that they aren't actually able to change so they hire these poor people in other countries to play games with you until you just give up. I've written to the State Attorney General as well as contacted the local media. This is fraud and I cannot believe that such a big company is getting away with this. Never again will I spend a dime with these cheats. Why isn't there a class action law suit against these clowns?!???

We reserved a room for five people, and they crammed my three children into a loveseat fold out sofa-sleeper. This is a clear violation of fire codes and totally an unacceptable experience for my family. What's worse, hotels.com added additional fees and commingled them with taxes and would not show how much additional I was paying for these added fees. This is the WORST hotel experience of my life. The Marriott Courtyard said that they could do nothing to fix the problem. The desk manager said that Expedia does this all the time. They blamed the problem on my "choosing to book through a third party site."

We booked a fully flexible hotel and were told payment would be on arrival. The money was taken from our card and even though we have an email confirmation stating the rate is fully flexible and payment would be on arrival, this sham of a booking agent has barely acknowledged that they have done any wrong. We have had to contact Spain ourselves to organize a refund of the money and after 4 weeks of wrangling, 10s of emails, about 5 phone calls and 20 tweets we don't have our money back, nor do we have a compensation voucher we were promised.

Over the past 3 weeks I used hotels.com to make a number of bookings for my family over the course of the summer. Each and every single one has been an issue. I booked at the Ocean Edge Resort and subscribed to the price watch. I received an email about a week later telling me that the best price had gone from 250 a night to 125. I immediately called and spoke with George. He told me the price was found and I was all set. When I hung up, I realized that I did not get a new email confirmation so I called back.

Attempted to book a room through hotels.com and the reservation was declined, however I had charges for the exact amount on my credit card for Travel Reservations USA. I spent hours on the phone with hotels.com trying to resolve the issue. Every time I asked to speak to a supervisor they hung up on me. Finally, I managed to speak to a supervisor and was told she couldn't do anything to help me. I spent well over an hour trying to obtain a resolution and was finally told that if I had a problem I needed to write a letter. I'm not happy with the fact that their security is so lax that my information can be easily stolen and the fact that they don't even care enough to make any attempt to make it right! I would never recommend anyone using hotels.com!

I will never use Hotels.com again! Booked a hotel & flight. After I paid, I noticed the flight changed. 3 hours 42 minutes & 4 agents later, I still have no resolve. They can't access my reservation using the confirmation emailed to me! Really? At this point, I just want them to cancel it but they can't find my reservation!

My three friends are going on road trip to Providence, RI. The number I called, by accident, was for Hotels.com and not the hotel itself. I spoke with someone who didn't get my information correct, spent forever on the phone booking the hotel and didn't even mention I was on the phone with Hotels.com! She said she would send a confirmation e-mail - 3 days later still no confirmation. I called Hotels.com again to speak with customer service. They could not get my email correct. I repeated it 5 times and he repeated it back 5 times and still got it wrong. He couldn't tell me when the email would come in. Then he was rushing me off the phone saying there is a high call volume and can't wait any longer to be on the call with me. But I still hadn't got the confirmation number! Oh, and they put my friends name on the reservation instead of mine and spelled it wrong!! They are the worst people ever there!!!!

This is torture!!! I've calling for the last 3 hours & they been placing me on hold! I guess they do not want to refund my money. I will never use this company again.

We haven't even left for our vacation yet and I already know we will never ever use Hotels.com again! We are trying to extend our stay at the hotel and NO ONE there can even pull up our reservations!!! At one point I was on hold for 3 hours and still didn't talk to anyone!

I booked a room via Hotels.com and only to get to the location and realize there is no hotel at the location. It's a residential building not an hotel.

I actually phoned Hotels.com rather than using the website as I had questions. I called the number for the Best Western Plus University Inn in Wilmington, NC that was provided on the website. I assumed I was calling the hotel, but was in fact calling the Hotels.com customer service. I continued and spoke to a gentleman who was very difficult to understand; told him I needed a room with 2 beds and a pet-friendly hotel. The website said the Best Western was pet-friendly. At no point was I told that I would have to pay an extra $50 for my dog. Nor is the room that I paid for and booked guaranteed!

I booked online with them and made an error on the reservation date of one day. I realised within 2 minutes and tried to get the reservation changed. They said that the penalty would be to pay in full for the original booking even though it is 10 weeks the future because it was a special rate. The date I wanted to change it to also has a special rate. T&Cs for Hotels.com state that they charge penalties for changes or cancellation according to the hotel policy, the hotel chain's T&Cs state that it is possible to cancel or change the reservation up to 48 hours before arrival. Really bad customer service experience, long waits and no sympathy or reasonable discussion. These people are sharp to say the least! I have cancelled totally and will fight through my credit card company and also PayPal to make sure they never receive a penny from me.

I had to check out early for work reasons. The front desk said I had to talk to Hotels.com; Hotels.com said the hotel wouldn't give a refund. I spoke to ** in customer service who treated me with contempt. I read her the confirmation email terms of cancellation. It didn't say that you get no refund with early checkout, only cancellation. Then after I got off the phone with her, I got another confirmation email with an addition to the cancellation saying no refund for early checkout - AFTER I had already checkout. They then used THAT email to prevent me from getting a refund from the credit card company.

I made reservations for a trip to Paris, France through Hotels.com several months before my trip for 1 room for 3 nights for a total charge of approximately $900.00. I confirmed my reservations and have email confirmation of all reservations through Hotels.com showing that I only reserved 1 room. Upon arrival in Paris, the hotel informed me that they had received 2 separate reservations through Expedia. I never dealt with Expedia, but have since learned that Expedia is in partnership with Hotels.com. I was further informed that I would have to pay for both rooms as I could not cancel a reservation with Expedia because the hotel had already paid Expedia a kick back for reservations. I proceeded to spend the next 4 hours on my cell phone (at further great expense) trying to straighten this out.

I booked a double room on hotels.com... After 2 days I wrote a email to the hotel to confirm my reservation and they wrote to me that everything was fine. The day after the same hotel sent to me another email and they said to me that MY ROOM HAD BEEN SOLD TO ANOTHER PERSON!!!! I called the customer care of Hotels.com and they did not check the hotels they sell on the website! The hotel booked by me was a scam and they did not check it! The customer service don't speak any languages! After 5 call phones they had assured me that I would be contacted by their office to offer me another hotel... after 1 month I am still waiting for this phone call! A website like this should not be on the internet!

I made a booking today using my free night earned on Hotels.com. The payment that was due was R143 for taxes, so I put in my credit card details to pay this sum. The screen showed that this was the amount which was going to be charged. However when I submitted the payment the full hotel fee was charged. I called the call center and they said it was because I changed my email address (I wanted to use my work email address which was convenient for access since I made the booking from my office). If this is the reason the full amount was charged, there needs to be a clear warning before processing - you cant say you are going to charge one amount and then charge a different amount without letting the customer know on the screen. In my case I hadn't budgeted to pay the full amount so it is very inconvenient. Just a pop up screen with the new amount asking for confirmation would suffice.

I made a reservation and when I got the confirmation email the representative got the name wrong. I called back 4 separate times to try to have this fixed. The first time I was disconnected after speaking to someone. The second and third time I was transferred to a line where I waited on hold for a long time and no one ever answered. I called back immediately a fourth time and was given a speech about all the systems being down. I have always done business with Travelocity before but figured I would give Hotels.com a try and it has been nothing but a nightmare. Never again will I book through them! Beware!!!

I won't book via Hotels.com again. First, the room and hotel are totally not as picture shows. The pool is out of service for years. The actual room is much worse than the pictures. Second, I called Hotels.com for help, and I was waiting on phone twice for more than 10 minutes without someone picking up my phone. Wasting my one hour waiting under the sun for one hour while trying to get help from Hotels.com. Worst experience ever. No more Hotels.com, definitely no more Langley Hwy Hotel.

I recently booked a room through Hotels.com for a business trip. The rate for the room was non-refundable. Through unforeseen circumstances my trip plans changed so I cancelled the reservation, fully understanding that I would still be charged for the room. When I called Hotels.com to ask them to give me credit for the room on my rewards account - they refused! They said because I cancelled the reservation I could not get credit for it on my rewards account! I didn't understand since I paid for the room. I asked to talk to a manager and he again refused to apply the room to my rewards account. I paid Hotels.com $173.51 for a room I did not stay in, and they refused to give me credit for the room on my rewards account. Based on this experience I will not use Hotels.com again, and just want other consumers to know what lousy customer service Hotels.com has.

It sad, frustrating and horrible that Hotels.com calls itself leading providers for hotel accommodation Worldwide and don't have the very basic hygiene of having an efficient and responsible customer care centre... Firstly if you do a booking and want to make any changes, you have to make an ISD call to them, unless you completely cancel and do new booking online. After making the expensive call to them and explaining them the changes you wish to make to the booking, they make fake promises that they will speak to the hotel and email or call you back which will never happen.

Website gave me the choice to pay in full or defer until February 2016. I chose to defer. When I paid, there was a message that said the card was on file, not being charged. I have attached the receipt that says in TWO places "I will pay at the hotel." The full amount was immediately charged to my credit card. Hotels.com NEVER informed me. I saw my credit card bill with the full charge. Page 1: "Your booking is guaranteed and you'll pay at the hotel in their local currency." Page 2: "We've guaranteed your booking with MasterCard ending in **. Don't worry, we haven't taken any payment...."

I made a reservation for a hotel 2 hours away from home. I paid in advance so I was immediately charged. However, when we arrived the hotel was closed!!!! Three weeks later and I have not a reply and my money back!! Never again Hotels.com.

I booked several rooms for a family get together in Atlanta through www.hotels.com. Unfortunately we cancelled due to a death in the family. I contacted hotels.com and cancelled rooms 24 hours in advance and received a confirmation #. Two days later my credit card was billed for the total amount of the rooms. I immediately contacted the hotel - Atlanta Airport Doubletree, the manager informed me the rooms were cancelled. So I called hotels.com - who asked me to fax a copy of my bank statement with room charges - which I did.

I booked a room for an out-of-state meeting through the website. It was for a room with two queen size beds. It said "accessible." I thought that meant there was an elevator, maybe a grab bar in the bathroom. But, when I checked in, the room was like a hospital room. No bathtub. Just a shower in the corner with a drain in the floor. I told the front desk clerk that this was a mistake and not acceptable lodging. She said all she had was a room with one king bed. I said fine. She said nothing about an extra charge.

I decided to try hotels.com for the rewards service. I spent 10 days in hotels and finally accrued a free night, with the account showing that a free night was verified and now available to use. When I finally tried booking a hotel using the rewards it wouldn't allow me to proceed. I spoke to customer services several times within the space of a few days. All of whom gave me different advice. Finally I was told that I cannot use my reward within 35 days of the last qualifying checkout. By this time the price of hotel I wanted to book had shot up 50%. The website states your rewards nights will be added within three days. Surely the reason for that is so they can check the hotel wasn't cancelled at the last minute, apparently not. It takes a further 32 days.. :\ I would definitely NOT recommend hotels.com!!!

So this was my first booking ever for a hotel. I was looking for a good price for a convention I will be attending in September 2 months from now. I booked a hotel on this site because they had a Price Match guarantee, and the hotel I wanted only had 2 rooms left for the dates I specified. I then proceeded to look elsewhere online confident that my price match guarantee would be honored if in fact I did find a better price. 30 min later I found the EXACT same room on another site for almost $20 less than where I booked. I proceeded to Call Customer service and was assured by the rep that they would match the price. I was placed on hold for a few minutes, then the rep would return and tell me they could not find the same price...

On 22/6 we booked an apartment through hotel.com - choosing it because of its location and the look of the apartments. We got a cab to the address on hotel.com's website but the apartment did not exist. They will not refund my credit card.

We booked a hotel in Paris for July of this year. The cancellation policy clearly stated that you would only be charged if canceled after June 30, 2015. I canceled the hotel on June 16, 2015 and was still charged for one night's lodging, $385.10. I have tried working with both Hotels.com and the hotel directly and neither one is moving to resolve this matter. I have now opened a dispute through my credit card company. I have contacted Hotels.com via live chat online, email and via phone. The agent I spoke with on the phone even gave me the wrong email to write about this so my initial request for review was delayed. I will never use Hotels.com again if they cannot honor the stated cancellation policy. Buyer beware of their cancellation policy!

I booked a hotel room at Red Roof Inn Plus on N. Druid Hills Road NE for six nights beginning 6/21/2015. I book 2 rooms for six nights or approximately $985 for both. All pics of described rooms showed a microwave and fridge and confirmation page likewise showed a microwave and micro fridge in the room. When I showed up, management was not helpful and stated my problem was with Hotels.com and not their business. I immediately wrote Hotels.com website business address as no direct number is provided. No response from their customer service. If they cannot get a simple booking right, they cannot be trusted.

Booked a room in through Hotels.com on 6/12/15. The room I booked and paid $121.00 for was a non smoking 2 queen bedroom. Upon arriving at hotel, they gave us a smoking 1 bedroom. I was told that since I booked with Hotels.com I would have to contact them for a refund. I called Hotels.com 3 different times, and every time was told they could not get a hold of the hotel manager. The Hotels.com rep was very rude and not helpful. I decided to take it upon myself to contact the hotel manager, which I was able to speak with on the first attempt. I will NOT be using Hotels.com in the future. Too bad for them because I WAS a regular customer.

I booked 2 rooms at the Super 8 wild animal park in Escondido CA 2 months in advance. I book early because I specifically wanted non-smoking room for I have a 2 year old in one room and an 68 year old father with asthma in the other. The lady from Hotels.com assured me it will be non-smoking rooms. When I arrived at the hotel they gave me 2 very smelly smoking rooms and said there was absolutely no non-smoking rooms avail and that there was no memo for non-smoking room on the reservation. There was nothing they could do. So I go into the rooms, opened window and doors for 2 hours and the smell was still very strong. So I had to pack up and just leave the hotel to a different hotel because I could not risk my child and my father with asthma. My vacation was ruin because I had to shell out double money for another 2 rooms elsewhere.

Twice being burned by Hotels.com. Find your hotel by their search but then book directly with the hotel. 1st time didn't get all of my money back with hotel that had no hotel rooms left but Hotels.com booked us anyway. Second time overbooked again. Finally got a refund but after taking 1/2 my vacation time on the phone with them to get it. STAY AWAY FROM THIS SERVICE AND I HOPE THEY GO OUT OF BUSINESS SOON.

I made a reservation for a hotel 8 hours away from home. I paid in advance so I was immediately charged 400 which was expected. However, when we arrived the hotel did not have our reservation confirmed. They didn't have a room for us. I contacted hotels.com and they said, "Check in isn't until 4 pm." So I guess they were planning on waiting until the last minute to confirm my room even though they took payment immediately. Luckily the hotel we stayed at was very accommodating. Never again hotels.com.

Placed reservation for room in Paris. Received confirmation from Hotels.com. After 2 days received another email that they did not secured room and asked to call. Calling them was a nightmare, long wait and customer service was everything what is to be not professional and customer not friendly. After that never returned and never will to Hotels.com.

I had booked at your hotel for 3 nights for Queens Birthday long weekend via Hotels.com. My Hotels.com confirmation number: **. Unfortunately, when we arrived at your hotel, we were told that this booking can not be honored. As a result it was an extremely harrowing experience for the next few hours. Customer Service redirected to relocation team who took 1 hour over the phone and couldn't find anything. Extremely long hours of wait and we had to search an alternate accommodation and tell the hotels.com customer service to book it.

I was a loyal, long term customer with Hotels.com. I booked a room for travel a few weeks ago and was sent a confirmation/itinerary number via email. I was sent an email one week from my travel date that the hotel could not "honor the reservation" and to call customer service. I have been on and off hold for one hour and 45 minutes so far and still waiting. I am absolutely furious! What business does this and retains ANY customers? I would suggest staying as far away from this website and business as possible unless you really liking being aggravated have nothing better to do than be abused and put on hold for almost 2 hours!! I am done with Hotels.com. Only reason I am on hold still is that all rooms in the area are now sold out and they promised me they would get me equivalent hotel at equivalent price.

I booked a room through hotels.com. I selected a king room. When the confirmation appeared the room became a wheelchair accessible 2 queen bedroom. I called the hotel and they are unable to make changes to hotels.com reservations. I called hotels.com and of course was speaking to someone overseas with an India accent. I explained the problem and was told there were no king rooms available unless I wished to pay for a king suite. They were not willing to provide any solution for their system issue. They also used Expedia to book the room.

Tried ordering a hotels.com gift card for a friend. Hotels.com held the money, put the order on hold, and then cancelled the order even though the website order status showed "sent". Several calls to the lazy and smirking hotels.com customer service went nowhere. They kept trying to claim it was Paypal holding the charge and they couldn't do anything about it. Paypal informed them that it was still sitting in authorization and they hadn't received the cancellation. Total joke - hotels.com has held my money for weeks neither fulfilling the charge or releasing the authorization. Read the reviews - these people and this company is the absolute worse!!! Run, don't walk from hotels.com!!!

I booked 2 rooms for a multi-day trip totaling $1500 on the mobile app. I was enrolled in the Rewards program. The nights didn't appear on my Rewards. I emailed many times and was told they couldn't apply them to my account because I had once opened another acct under a different email. I said I didn't care - I wanted the nights credited to the account under which I made the reservation. They said they couldn't do it and stopped replying to me.

Nine hours ago, as I left Miami to Atlanta with my 7 children, I called hotels.com and spoke to **. He told me we would be booked for 2 oversized suites suitable to sleep all 9 of us. When we arrived, we found out we were not booked for this. The 1st customer service rep I spoke to confirmed that ** had made a mistake, and that rep put me on hold. After listening to the obnoxious go-go's Vacation song for the 2nd time, I was disconnected. I called back and spoke to another rep who also put me on hold. I have been on hold for 35 minutes. I am irate. I just trying to cancel my reservation. My children, husband, and I have now been here in the lobby for 1 1/2 hours. Extremely disgusted with this company.

I reserved a hotel room for 2 nights for my son's college orientation. After 5 hours on the road, I arrived at the hotel to learn that I could not be checked in because the virtual card that was sent to the hotel as payment for my room was being DECLINED. I had already paid Hotels.com. After 45 minutes to an hour on the phone with Hotels.com and having the customer service agent tell me he was going to call the hotel to straighten it out but did not, Hotels.com just CANCELED MY RESERVATION!!! I was left without a hotel room 5 hours away from home. They then promised to give me a $150 credit towards my next Hotels.com purchase for my troubles which I never received!

I booked a last minute hotel room using the app. After my one night stay, I noticed on my credit card statement that I had been double charged for one night hotel stay by Hotels.com and the hotel I stayed at. And for different prices. I immediately contacted Hotels.com. They claimed to have contacted the hotel and said I would be refunded within 7 days. 3 weeks later, no refund. Second attempt with Hotels.com and they then said they couldn't help me. In fact the Hotels.com rep was very rude and short.

To book a room or a flight it's pretty easy. If you need to make a change, get ready for a headache. I needed to make a change of date on my reservation, and this is the amount of time that I had to wait in order to get someone on the phone:

I called to cancel a one night reservation at Hotel CitizenM Charles de Gaulle 8 days before my reservation date. Hotels.com claimed to have called the hotel in question and that the hotel responded by stating that a refund was not possible, as per the Hotel CitizenM's policy. This is false and a lie! The trip was work related and a coworker, who booked within minutes of my booking and for exactly the same room type and date was refunded immediately!! Hotels.com also has a link to their privacy policy on the page where you click ''Reserve''. When you open the link, Hotels.com's cancellation policy pops up. The cancellation with full refund dates that are indicated are roughly 30 days BEFORE the reservation date, which ''appears'' to be a programming mistake... at first glance....

I booked on Hotels.com. Had to cancel due to death. Gave me runaround. Also, quoted me price. Upon receiving invoice, they overcharged me $70 a night and added a fee, which they never disclosed (total overcharge -- $400+). I informed them this was illegal. The customer rep said I should've checked the bill...Once charged, nothing they can do. I asked, how can I check if when they send me invoice...already HAS been charged? Bringing this up with credit card company and Attorney General.

6-9-15 6-10-15 I try to cancel a packages fly & hotel Hotels.com travel confirmation - Jul 20 - (Itin# **) two days 3 phone calls 2 hours each I was transfer 5 or 6 times is been the most frustrated experience. I have documented this process. Please refund back to my credit card or I will sue for fraud. My phone number is **. **. Thank you.

I booked 9 nights using Hotels.com and went through the steps to create the rewards account. Evidently it did not register me for rewards. After calling customer service was told to re/register and they would post my 9 nights. They did not. I booked two more nights and that is all they have credited me for. Customer service told me on the next call that they had to verify I stayed the 9 nights. Then they would post them. They did not. Next call a supervisor told me they could not post them since I did not create my account until after I had completed the travel for those first 9 nights. I asked why I was first told they would post them after recreating my rewards account and he said he did not know. I asked him why the 2nd CS rep told me they would post them after verifying I had completed my stays. He said he did not know.

Dumbest people I ever dealt with. I would never use these brain farts again. They screwed up everything and I would never recommend the site for anything.

I booked months ago at a hotel in Charlottetown, PEI at the Delta for a popular conference knowing that it would sell out. A week before the conference, Hotels.com calls to say that the reservation is cancelled by them! After hours upon hours of trying to speak to them and the hotel it seems that I was less of a priority than the other guests that registered with the hotel after me. Now no other hotels are close and it is extremely inconvenient to go back and forth for meetings and events. Hotels.com managed to take my $600 and give it back to me three months later. What a great racket - no accountability and empty apologies in exchange for interest on my money. Happy to never use them again!!!

Some companies do not understand the value of a life long customer and it seems like Hotel.com Norge is one of those, so I feel quite comfortable that this time you are indeed the loser for a paltry sum of NOK 440 which you refused to reimburse me. April 24 this year, I was looking for a place to stay in the valley of Gudbrandsdalen, Norway when this great deal of NOK 545 showed up at Hotel.com internet site. With the understanding that this was non-refundable, I submitted my credit card info and secured the stay.

Hotels.com is TERRIBLE. I made a nonrefundable reservation for a hotel on a small island in Fiji through hotels.com. I then found out that all flights to the island were booked. The hotel was really nice about it and told hotel.com to refund me the money. They told me they communicated this with hotel.com but the website still can't seem to give me the refund.

I booked a layover flight for my daughter who was travelling internationally. Her connector flight was cancelled and she missed the international flight. I contact the hotel (Hampton Inn - JFK Jamaica) and they were really nice about it, but told me that since I booked on Hotels.com I would have to contact them. They don't care. SO for my Big $20 discount, I lost $200. DON'T waste your time with these people, book direct with the hotel you want. You will be a lot happier.

We have booked with Hotels.com twice. The first time was roughly 4 years ago and I went smoothly and we had a great hotel that was by everything and the staff was great. This time around is a different story. I went through ebates to get the cash back and do the pay at time of check in option, it didn't let me do the last part so I called hotels.com directly and told her I was attempting to do it through ebates but it wouldn't let me do the pay at check in option. She offered to do the booking, not saying anything about I would not get the cash back from ebates. So I assumed, my mistake.

The past three weeks, I have been booking an extended stay in Italy. I decided to use one hotel booking site so that I could have all of my bookings and confirmations in one place. Unfortunately for me, I chose Hotels.com. First, I will say that some of the agents that I spoke with were accurate and polite. Because I was booking hotels for my large family (two adults and four children) it was usually necessary for me to call to complete the booking, as I needed adjoining rooms etc. On more than six occasions when I called into book a room, I would get an agent who would book the wrong type of room, neglect to add the children to the room, quote me a different price than the one I saw listed, or try to get me to reserve a non-refundable room by just "slipping it in" at the end.

I booked 2 single rooms in Vegas through Hotels.com. My credit card was instantly charged and I received an email confirmation of my booking. Upon arrival at the hotel the staff informed me there was no reservation under my name and the reservation number I received from Hotels.com was not sufficient. I called their customer service and after a long wait they told me that everything was ok and that I should be able to check-in in 10-15 minutes, just as soon as the hotel receives their fax confirmation.

I have always used Hotels.com because I love the fact you get a point per night and 10 equal out to a free hotel stay. I use them weekly for myself and my employees. I had 8 points (8 stays), I should've had, but my account only had 6. I called customer service and after 30 minutes, she said she added the 2 points as she seen I had not received them. 2 weeks later, I see I only had 8 points and should've had 12 (2 were in process from the prior weekend). I call again, waiting 30 minutes on hold after the automated said it was less than 2-minute wait.

I call customer service to cancel a hotel reservation. Hotels.com, which is an Expedia brand, tells me I cannot cancel because the hotel won't allow it. I call the hotel and they authorized the cancellation because the concert I was scheduled to attend was cancelled. They tell me to call Hotels.com and they will process the refund. The CSR says they cannot do that but when I say the hotel authorized it, she puts me on hold then comes back and says "Okay, we're going to process the cancellation." Then I receive an email confirming cancellation and indicating that I have no refund coming. Typical dog ** customer service from the sleaze balls at Expedia. Never again.

The reservation page was unclear and hard to read, and I accidentally booked a hotel for the wrong date. Called and tried to work it out, they were unwilling to budge or even attempt to help us in changing the dates, told us there was nothing we could do. The only option was to pay the full amount a second time. DO NOT BOOK WITH HOTELS.COM.

I placed reservation online through hotels.com! Almost immediately after I realized the date was accidentally placed for May instead of June! Got message from site that fee was non-refundable! Called hotels.com less than 5 minutes later to discuss error and was told it was non-refundable because of hotel regulations and to call hotel directly and discuss with them! Called hotel and told since booked through hotels.com would have to speak with them! Asked for manager at hotels.com and was told my initial fee would be waived and then was rebooked for June date with understanding this would happen! But yet was appalled to see that my credit still was billed for initial reservation despite all this hassle and reassurances! Never will book with site again! Buyer beware of small print warning non-refundable, despite if you make and try to correct your error minutes shortly thereafter!

I booked online for a hotel near Albany NY. When the confirmation page came up the dates were wrong and I was charged $900.00 on my credit card! I called customer service. They told me the dates I wanted at that hotel were not available and offered another hotel. Then gave me the wrong number of beds and charged my credit card another $170.00. One thousand dollars and I still did not have a hotel room that I needed!!! Refund? “Sorry. No cancellation policy in effect.” When I called customer service to complain they told me I was not being "professional" on the line. These people need to be out of business. Never again.

I recently booked a hotel through hotels.com and went on to use their car reservation service. I found the the car I wanted through hotels.com car reservation service, and clicked on it, then paid. Afterwards, I realized I had paid with the wrong credit card, so I tried to contact someone to see if I could change the way I had paid. This is when all the bad stuff started. The reservation confirmation had come from a company called Cartrawler which hotels.com use for their car reservations. I had never heard of this company. They sent me a minimally worded confirmation which had little information for contacting them, no phone no. and only a "contact us" to click on. I tried to contact them and each time a brief message appeared asking me if I had booked or not. When I clicked on booked, nothing happened. I tried this several times and gave up.

My friend (**) and I travelled to Ft. Lauderdale on April 28, 2015, and stayed at Avalon Waterfront Inns, 521S Fort Lauderdale Beach Blvd. til May 8, 2015. The place should be condemned; the carpets had filthy stains on them, dirt on the walls, the bathroom door had been kicked, cobwebs on the air conditioner, the phone didn't work in the first room we were in. Our second room we got moved to wasn't much better. The floor was dirty; the white bed skirt was filthy, there was mold in the bathroom where the tub had come away from the floor. Mold on the ceiling where the shower head was. We contacted our Travel Agency asking for our money back; it is being looked into. That place was a disgrace and ruined our vacation.

DO NOT USE THIS web site to book your trip. We saw a better deal on a different website (Getaroom.com) and called Hotels.com customer service immediately asking them to do a PRICE GUARANTEE. First agent was helpful and made the reservation for us and said he will transfer the call to the next agent so that agent can do the refund to honor the price guarantee. THE NEXT agent kept on saying she cannot find the deal to match the price!!! SERIOUSLY??? First agent saw it and made the reservation and now this one is saying she can't refund the difference because she can't find the deal anymore (Does the deal vanishes into thin air??). They kept us on the phone for more than 2 hours trying to deal with this issue.

The absolutely worst experience I have ever had. I booked a hotel room for May 23rd and 24th in Kansas City, MO. A day later, my in-laws decided they would like to join us for the weekend. So, I book (for them) a room at the same hotel. When arriving in Kansas City I decided to call to see if the rooms could be near each other or combined but they had no record of the second room for my in-laws. I double check the confirmation and we did in fact get the confirmation email and the CC was charged. I called hotels.com where I was transferred from person to person of the course of 30 mins. I was then transferred to someone who told me that they could not get another room in that hotel but would find me two in another. She said she could not do it but could get me to someone that could.

I booked a Holiday Inn Long Island City in Queens NYC stay for 4 nights and I left after 3 nights yet I cannot receive a refund for my final night. The hotel has blamed Hotels.com and Hotels.com has blamed the hotel. Either way I would like my money refunded. I am going to pursue this matter through my credit card as the only resolution Hotels.com has offered is nonpayment. Please do not use Orbitz. They are thieves hell-bent on balancing their accounts on the backs of their customers.

While traveling, I went to Hotels.com and asked them to send information about hotels in Rock Hill, SC. In the midst of the list of Rock Hill, SC hotels, they also sent a Little Rock, AK hotel. I did not realize that they had sent the wrong city/state information until I had clicked to choose the Little Rock hotel. Within 30 seconds I realized the error and called Hotels.com to have the error corrected. Hotels.com said they could do nothing to correct the error and I should call the Little Rock hotel who would also not refund my money. I had to pay for two hotel stays that night. One in Rock Hill and one in Little Rock. I will never use Hotels.com again. They do not stand by their website or help their customers in any way.

I booked through Hotels.com for 2 nights at a Country Inn in Williamsburg, VA on 5/16 and 5/17 and was charged $169/night plus tax. My brother booked directly through the hotel long after I booked through Hotels.com and paid just $130 for that same first night and $89 for that same second night. A savings of $200 by not using Hotels.com!!! I contacted customer service and was provided no refund at all. I will never use Hotels.com again and if you also don't want to get ripped off - you won't either. Call direct to the hotel and save lots of $$$.

I was traveling through Palm Spring CA on my way to Arizona. Just needed a 1 night stay. Through Hotel.com I booked a room for 76.00. When I got the confirmation emailed it stated my total payment due for the stay was 87.76. Fair enough with taxes and stuff. Come to find the hotel is charging 109.71. I called. They said it-- "here is a resort fee attached." I said I was looking at my confirmation email and Hotel.com said my full amount would be 87.76. I called Hotel.com and got a person who was clearly embarrassed, but keep parroting the company's slippery excuse that I owe all fees regardless of what Hotel.com legally said I owed. Is it a lot of Money? No. But this company lacks integrity and lies. I will not use them again. There are so many people pissed off at them. You would think that they would try to salvage their business credibility.

I've been on a two week road trip and have booked several of my rooms via this website. Within the last 48 hours I have had multiple issues and errors: 1) unable to access my bookings via app or website, 2) unable to change or cancel my bookings, 3) unable to pay via PayPal (as I no longer trust this website), 4) have had to CALL customer service three times and been made to wait at minimum 13 minutes while listening to horrible 80's hair band music that sounds like it's channeled through a weak FM station in the Sierra Madres, 4) have been unable to redeem by app, website, or phone, the "one free night" that I have been told I've earned through frequent bookings, and 5) have been told that all of my problems are due to "technical difficulties" that are due to an "ongoing upgrade" that has not been completed yet.

I called Hotels.com to make reservations for Massanutten Virginia. First of all the operators were not professional, could not understand what I was saying, and kept me on the phone longer than I wanted to be on there. Made reservations. Called back and no reservations were made. They tried to charge my credit card. I have never experienced such mess like this in my life. I called back. The operator kept me on the line and repeating herself over and over and then hung up on me. I advise anybody not to waste your time with these people. They should not be in business at all.

Be aware even if you are within the cancellation date of your trip and you paid a 1 night deposit, do not assume Hotels.com is working diligently to refund you the money. I called after 9 days to find out hotels did not bother to call the hotel directly to ensure cancellation was captured and for refund to be processed. Now I have to wait another 3-7 business days, and then if I don't see the credit back, I have to call the hotel in the destination where I had booked to follow-up. This is ridiculous. Why am I using a 3rd party vendor to book my hotel stay when the customer service is subpar. Going forward I will book with the hotel directly.

When I arrived at the hotel, I was stunned to see that the price of the room was $109 but through hotels.com I paid $159. I asked the hotel to adjust the price but they said they could not. I contacted hotels.com customer service and they replied that it was not their issue, I should contact another company who calculates their commission. Basically "best price guarantee" is a fraud and customer care non existent! I contacted them again but I did not receive any response.

The room was low price guaranteed, paid for in advance - 1 year - and was not honored in both the price and the accommodations.

Attempted to make reservation at IAD hotel but upon completion received confirmation. Since I was in Europe at the time I made a reservation directly with the hotel chain. When I arrived at the hotel they told me I had 2 reservations. When I called Hotels.com I spoke to a clueless agent who kept on telling me she would give me the reservation # but couldn't give a discount? I hung up in complete frustration and disputed the charge at my bank.

I went to purchase a room on May 6th. They requested my credit card number to hold and that I had 48 hours before check in to cancel my room. Nothing was said about charging my card. Within five minutes of the order, my card was charged and when I called back they said they would credit my account. Today I spoke with **, a manager and he said they will not refund my card. They have had more than a week to credit the card. How can we go from we will credit an account eight days ago to now we can't credit it?

The hotel that Hotel.com set me up with did not have a suite. Hotels.com said only they could make reservations for a Howard Johnson hotel in Colorado Springs. I wanted a suite with 2 rooms and 2 double beds. They said no problem, the hotel could accommodate me. So I paid Hotels.com the money to reserve my room. I received an E-mail 1 double room with two double beds. I arrived at the hotel and found out they only have 1 room with 2 double beds. The hotel said since I paid through Hotels.com I had to deal with them. They also told me they have a no refund policy.

This company is RIDICULOUS. I made reservations 3+ months in advance. I happened to call the hotel the week of our trip and they mentioned that there was no reservation for me and that unfortunately they were overbooked already and unable to accept my reservation. Hotels.com denied this for 2+ hours before calling to verify that, indeed, my reservation was voided by the hotel (FOR NO REASON). They continued to keep me on hold for 6+ hours (I was up until 1:30 in the morning when my phone died finally) and still no resolution. The area I wanted to stay was already booked due to a large festival in the area (hence the reason for me booking 3 months in advance!) The only alternative hotel they found was over $400/night and they wouldn't pay the difference, so I'm basically out of luck.

I booked 2 hotel nights thru Delta. When I arrived in Austin I got an email from Expedia saying my reservation could not be honored at my chosen hotel. I spent 30 minutes on hold before someone answered my call. I was booked into a different hotel near the first hotel. That hotel was fine. Everyone was nice. Meanwhile the first hotel said they didn't know why Expedia had said there was no room for me, and offered to comp me the second night at their hotel. I moved over to it and they said no charge. But when I called Hotels.com, they sent me through 2 different people who refused to take the charge off for the second night. Expedia's mistake, my inconvenience.