Hotels.com Reviews

Hotels.com are professional con artist who steal. Everytime I book hotel through hotels.com and I pay, after I realise that hotel also charge me! It is either hotels are fraud or hotels.com. Either way when I ring hotels.com to sort out my matter they have workers who do not speak english at all! So it's impossible to get my money back!

The Hotel.com site states "free breakfast" with my hotel stay. When we call Hotels.com, the service officer says "sorry, no!" The customer service officer and I went through a new booking at Hotels.com and she saw that indeed "free breakfast" was displayed and again she said "sorry, no free breakfast". A while later Hotels.com fixed the site and it does not show "free breakfast". We booked the hotel with that price thinking that there was breakfast, so we felt cheated.

The CSR lied and said that if a reservation was made, it could be cancelled the day of before checkout. However, I learned that is a lie. If they open up a claim that means nothing. All the CSR's do is lie.

First of all Hotel.com and Expedia.com are the same company!!!! I have contacted both and was charged by both companies. The charge on my CC made by the same company name and the emails that was sent are the same format for both companies. I have booked a deal with Hotels.com and once I found a better deal with Expedia I called Hotels.com to cancel my deal (which I could within 24 hours). It's been 5 hours since I booked the deal therefore I had the right to cancel my deal. I called them to cancel and from some reason they "couldn't" find my reservation! They told me that someone will call me within 72 hours to figure out the issue even though I had my credit card charged, they sent me an email and called me but they couldn't find my reservation!!! (of course I didn't agree because I wouldn't be able to cancel the deal after 24 hours.)

Reserved a room through Hotels.com with Millennium Park Apts in Chicago and tried to cancel ahead of time. No one could get a hold of the hotel. The phone numbers had been disconnected... all of them. Hotels.com couldn't even get a hold of a hotel that they advertise on their site. Then refused to refund our money because of the "window of cancellation". Since the hotel wouldn't refund hotels.com now we are out the entire amount. Stand up for your customers hotels.com.

I just wasted 35 minutes trying to book a hotel room at rates advertised on the site. I went through the online process, added all my information, including the credit card info and when I tried to complete the transaction I was informed my card CVV value was wrong. I tried another card and the same thing happened. I then called the reservation desk. They found the rate and when they tried to book the room, they had found could only book one room at the rate I requested.

I called Hotels.com the lady tells me there is nothing they can do. I remind her of the price guarantee and she keeps telling me if I booked through the hotel I would have to pay 100.00 more. They already took my payment and my trip is in 3 days so they won't give me the difference and there is nothing I can do about it. I would recommend calling the hotel first and never, ever use Hotel.com. I will post more about the hotel if there are any more problems.

I had surgery in Richmond Va and needed to stay overnight to be close to the hospital the next morning. When we got to the Super 8, we checked in and were given a room that smelled like straight up curry. It was dark, the carpet was filthy, the sheets and towels were very dingy. The blanket was thin and felt like a Brillo pad. I was horrified. My husband asked for another room and it smelled as well. We saw a bunch of transients coming in and out of the hotel. Some people looked homeless. We saw people with laundry carts, groceries. It was the worst hotel. I will never, ever stay there again.

I booked two rooms, new years eve in London with Hotels.com. On my return from the stay I found the hotel had charged my card with four rooms. On contacting them, they told me that Hotels.com had booked four rooms so it was up to them to refund me. On emailing them, they constantly fobbed me of with lame excuses. So twice I phoned them explaining what had happened and on both times they said they would look into this and get back to me within 72 hours. I have yet to hear anything so it seems they make mistakes which leaves me out of pocket and they could not care less. My advice to anyone, give these shady operators a wide berth.

We booked a room at Best Western Baton Rouge LA on 5 /26 /2015, upon checking in we discovered that the AC for the room was not working and the room was hot. The hotel had us move to another room. The AC in this room was frozen over and did not work, the TV did not work, the toilet ran all night and the shower head was broken. The hotel did not have another room for us. We contacted the front desk manager in the morning who said that any refunds must come from the booking agent Hotels.com, the company that received the money for the stay.

I purchased a hotel stay at the Hyatt Waikiki but accidentally put in the wrong check-out day and called immediately as I was paying for an extra day that I didn't need. I realized that the purchase was non-refundable. Something you have to be aware of is that Hotels.com claims that you can cancel any reservation but what they don't tell you is that cancelling it doesn't mean refunding it! What is the point???

Booked multiple hotels overseas with Hotels.com and for 14 nights found cheaper rates for the same hotel, room and dates. One booking was for 3 nights and 2 rooms, the last 2 nights charged by Hotels.com was more the $40 per room more expensive. Asked for a price match and as usual sent all supporting evidence, even our confirmed booking, they refused to match as 1. The currencies were different (Hotels.com always convert to AUD) and the total nights were not the same. Tried again with another booking and requested $16.41 for 2 rooms, they offered $1.64, obviously they do not possess calculators. Sent 5 emails asking why the difference and no response.

I travel frequently and I am always using the web to book my travel. I am sent email deals very regularly from Hotels.com. I was researching a hotel for a business conference in San Diego, I thought the price too steep so I started looking for alternatives in the area. I received an email from Hotels.com advertising this hotel at an amazing price of 40% off. They listed the hotel by name and even the amount of stars it had earned. I was so happy and tried to use the link to make my reservation, but the link would not work. I then tried to use their help telephone line.

I would not recommend this website to my worst enemy... they advertise that they "do not charge your credit card" but the hotel you end up booking through will and you will not receive notification from the hotel nor Hotels.com. When I called to voice the complaint, I was told multiple times "I'm so sorry for the inconvenience" and "Hotels.com does not charge your credit card." I did not receive an offer from Hotels.com for a refund of the extra $40 I was charged through the hotel. I received an email from Hotels.com that the reservation was still in place 2 days prior to the reservation and to top it all off... The customer service agent who barely spoke English from her well-rehearsed script live in Manila, Philippines!

They promised to match the price, if found any lower price offer around. However, they yet to do the promise after contacting them for three weeks made for urging the refund, and every time have to restart the story again, again, and again. The Hotels.com seems like just want the business and not interest to work their promise.

Wow, this company is unbelievable and are thieves. They charge my account with a supposedly open reservation and then e-mail me afterward to tell me that the reservation is unavailable, and that they'd relocate me to a comparable hotel. When I say that at this point I just want to cancel, they say that there will be a cancellation fee! Wait a minute, you didn't even book my reservation and you're charging me to cancel? What kind of business practice is that?

I made a reservation with Hotels.com three weeks before my stay. Two weeks before my stay I revised the days to 3 instead of 5 nights, and received an email confirmation from Hotels.com, saying that it was received and "You don't need to do anything else, just look forward to your stay." When I arrived at the hotel to check-in, the hotel said that my reservation had been cancelled by Hotels.com, and that they had no rooms available. Since a large film festival was going on, hotels in the area were fully booked, and I was left without one.

Only useful if you do entirely online and pay in full in advance. But if you don't - or can't which was my case, their CC authentication process was down, the operators are useless. The first one never even made the booking, the 2nd one spoke such poor English that she was trying to book me a 2nd night at a hotel they'd already booked in Minneapolis versus a new reservation in Washington DC. And the telling point is that if you try to contact their customer service, your only option is an email (the agent is offline - call back during business hours which, alas, is when I tried) and guess what? They don't respond.

I reserved a two-night stay at a hotel. The reservation was offered with a clear indicating that there was "Free Cancellation! (Prior to this, I had canceled several reservations that included this offer.) However, when I decided to cancel this reservation, the website informed me that I would be charged for one night's stay (about $180).

I booked on 04/19/2015 for 06/28/2015. I had the wrong date and wanted it to be in July. Tried to change the dates and they had no availability. Cancellation within 10 mins is charged at the full rate!!! Including hotel taxes etc at $281.61. Talked with the agent and the manager (**), they said it's the Hilton Policy Not the Hotels.com. Talked with the Hilton and they said "we don't see the booking in our system."

Stayed at the Hyatt Regency in Hauppauge, NY. There was a fire at 2:30am, another at 6am and again at 9:15am. Barely slept. Hotel.com only offered me a $25 refund! Really?!? Never again!

My husband and I have just returned from our 5th wedding anniversary in Amsterdam which we booked via hotels.com. I am a member and so far this year we have collected 9 nights towards our free night. However after this experience we will no longer use them or collecting our "free" night. When the booking was made I used the details stored in my account including my credit card number. A few days after this booking was made my card was stolen so my bank cancelled my card. When hotels.com tried to use these details the card was stopped and they cancelled my booking, the only problem being that hotels.com failed or simply didn't bother to let me know.

I booked a room and there were no coupon codes available at time of booking. Few days later the room rate dropped and there was a coupon code available which would credit me $100 difference and they cannot figure out how to apply and use the code in their own system. The room rate prices go up when they are checking the prices but stay the same from my end. Because they have to see the price from their end they give you the runaround. Was on the phone for over an hour dealing with multiple agents. Needless to say I am not happy and probably won't be using their site again.

I will never go through hotels.com again. We received the wrong room for one. We couldn't cancel one of the nights and paid top dollar. When we called they just said that was their policy and nothing they could do about it. Horrible experience. Even the hotel manager said she would never go through them.

I booked a stay through Hotels.com for the 20-22nd of March 2015 in Salida, CO where I used to live and was visiting for a fundraising event. Not only was the staff ignorant and rude, the baby crib I reserved wasn't afforded to us until the second day of our stay. My best friend in the area brought us hers to use while visiting. I specifically requested to talk to a manager every single day and have called everyday since to contact management.

I booked a reservation with Hotels.com for a one night stay at a resort in Daytona Beach. Hotels.com did not cancel my reservation, yet they came me a reservation confirmation telling me I will not have any issues. To my surprise, I find 2 charges for a room booked in Daytona. When I called the Customer Service department and spoke to the manager **, he was so rude.

This will be the third time Hotels.com has messed with my reservation. The last time, they cancelled my room just before I arrived. This time, I booked the Ramada Inn, but was switched to a low budget hotel. "You were sent an email". So I am responsible to catch this organization to not following through with their bookings? Never again.

I made a reservation for a hotel in London on March 21st for a stay in May (May 1st and 2nd) and was told by the representative over the phone that if I cancel before April 29th I will get a refund on my booking. I was also told that I will not get charged until my stay, but the hotel charged anyway. My travel plans changed and I cancelled my reservation on March 23rd (two days after the booking). The Hotel itself charged me one night stay at the request of Hotels.com as a penalty for canceling my reservation. I tried to call and speak to them numerous times and they will not refund my credit card. They said they would give a voucher but after the experience I have with them I do not want to deal with them anymore. I want a refund not a voucher. The Hotel itself is also in on the scam as they will not refund the money. Hotels.com are liars and scam artists and I would be very careful to user their services.

I used hotels.com to book a hotel called Speco Hotel. I arrived and it was really called The Richmond Grand Magnuson Hotel which was under investigation by the State Attorney for fraud. I immediately checked out after arrival due to safety of hotel. Hotels.com would not refund my money. They said I paid through hotel and would not refund it. I had always paid on hotels.com for privacy and security. I am not sure how hotels.com deceived me but apparently even if you choose pay now with hotels.com you are paying at hotel after you read fine print on email confirmation.

I booked 2 rooms and requested 2 queen beds and a sleeper sofa suite. These rooms were to accommodate 1 adult and 4 children for our stay in Coco Beach Florida and Georgia for our Easter vacation. Instead once hotel.com/ Expedia (they're affiliated, just have different names) received our credit card payments they changed our reservation and confirmation to 1 king bed. We talked with their supervisors but they refused any kind of accommodations or refunds on their end and said we would lose all our money paid to them. (It's like talking to an emotionless robot). They try to give a false impression that it's the hotels that refuse any refunds but they're the actual snakes, lying and waiting to deceive consumers. Upon talking to the hotels directly they apologized for all the inconveniences and exposed the truth behind the scam. Do yourself a favor and avoid the frustration. Cut the third party and deal directly with the hotel or resort.

I booked one hotel at Bangkok for 10 nights, when I reach at hotel they gave me a poorest room with very bad smell. I requested them to change the room but they said "you speak with hotels.com." I sent email and called them but nobody replied. They kept me on hold and waiting for it, then I sent email to pls refund me. I will try and book any other hotel through you, but after 4 days I got a reply it's non-refundable, and if I cancel it no money will be given back. They should not do with customers like that, and still I don't know how to redeem the free night and where I can use it. So so sad and disappointed, I lost my money. Don't come into their attraction of free night as if you book 10 days they will eat your money and will not give you anything back even you are satisfied or not. Be careful, I would suggest Agoda and booking.com instead of them. They are friendly.

I had made a reservations with Hotels.com for Tuesday April 7th 2015 and due to changes in my work schedule I contacted them and asked that the reservation be changed to Thursday April 9th. The agent said he would contact the hotel and if they had accommodations he would make the change. However he didn't change it to Thursday he changed it to Wednesday the 8th. I was charged $105. for the room and was told by ** (you know ** the one with the heavy accent) there was nothing he could do. Never will I use Hotels.com again and will advise everyone to do the same.

We book hotel through hotels.com. Our check in time is 3 pm. We went there around 4 pm. He took all information and he said wait after an hour. Moreover the hotel looks very old and feels there is no security. I asked hotels.com to arrange other hotel. If not refund my money. They took $120.00 from my card for cancel the booking. I'll never trust hotels.com any more. I won't suggest any of my friends in the future.

Double booked for same hotel on same date. Received email confirmation of valid reservation on date it was made, January 11, 2015. Knew nothing about double booking until I saw charge for a different amount on my credit card billing. Was told that they could not refund that it was up to the hotel to refund. Talked to the hotel who told me that they had received no payment for the contested amount. Hotels.com sent me a copy of the confirmation 2 months after the alleged charge was made.

My brother booked me into a hotel through Expedia, he paid for the booking with credit card. I needed to stay an extra night, so using the same booking number, I booked for and paid for an extra night with my win card. Expedia charged that night Twice once on my credit card once on my brother's. I tried to sort this out, but have been given a false Fax number by Expedia's call centre. Such a cheap way to cheat their customers. Never book through them again.

I had a terrible experience with the web site. I made a reservation on the web site for my business trip overseas. It was marked with 'free cancellation' - I remember because I had been charged for cancellation of a hotel which was not marked with 'free cancellation.' I did not know about this. However, with this experience I became cautious about it so that I remember the hotel on the Hotels.com web site was one of many 'free cancellation' hotels. But I had to cancel it for some reasons a few hours later after I made the reservation.

To be fair we generally have had a good experience with Hotels.com but today was not that day. Having four children and two full time jobs, being able to get away for a weekend (and have a discount) is huge for my hubby and I. We were extremely excited to spend a night away in Santa Barbara, CA. Upon trying to check in to our hotel, we waited another 30 minutes before actually being able to check in because Hotels.com didn't have our reservation on file with the hotel correctly. I use the site for the 11th free night but am seriously reconsidering ever using it again due to the snafu. Thank you Milo Hotel for being awesome. Boo Hotels.com for screwing it up.

I booked a Riad through Hotels.com. I later had to cancel due to unforeseen circumstances - this l did through Hotels.com. The Riad then charged me for the full stay. Since January l have spoken and sent numerous emails to Hotels.com. They first said they would get the Riad to refund my money but to date l have not received anything. They are now saying that the problem is that l ticked the box to say that l would pay at the hotel on arrival. But l am sure that my contract is with Hotels.com. So just beware that if money is taken out you will have extreme difficulty in getting it returned.

Vacation - Japan. I made reservation 3/20/15 at 9 am. Got confirmation within seconds 2 nights = 3,740.92 yen. Arriving at hotel late PM; they wanted to charge 72,400.00 yen. I called Hotels.com - if we canceled they would charge us and they promised that they would stand by their price given on reservation approval. My CC was charged $606.53 DOLLARS, it should of been only $32.81. I called them, they said that I had to pay in yuan (Renminbi) China money. I told them reservation was made in Japan - how could they charge me Renminbi when their conf. bill was in yen sign. They don't want to help me saying their mind is made up. I have enclosed the invoice.

I booked a hotel room at the days inn newark airport. Wanted to stay and fly. They assure me my car can stay. After I check in I find out there's an extra fee for parking. Now I had specifically asked that question numerous times and the answer was my car would stay for the price I paid. I check into the room which was a disaster. If it wouldn't of been in the middle of a bad ice storm I would of left immediately but under the circumstances I stayed. The room was terrible. I slept in my clothes on top of the blankets. Thank God I brought my own pillow. I had to push the desk against the door since no extra locks worked. Hotels.com will not respond to my concerns. They obviously don't care about customer concerns. Anyone wishing to book please use a different site.

I had a reservation booked, with confirmation number, etc. I showed up at my hotel to find out that my reservation had been canceled, and that all rooms were full. Once I went back online, I could rebook, but for a much higher rate. I could not get any explanation as to why my reservation was canceled other than that "We're not sure". Fast forward to my refund-- I called 3 times, with an automated message saying that my refund had been processed. On the 4th call, I got the same automated message, but this time I finally got a human on the phone. This person asked me, "Who told you your refund was processed?" Ummm. "The automated message that I got directly before speaking to you, along with 3 other times in the last week". Long story short, I FINALLY got my refund after some pretty shady customer service. That was the icing on the cake after having to spend an additional $100 to get my same room, for 1 day less.

I booked a room through the mobile app and when I went to the hotel, they did not have a room available. So, I had to go to another room. I paid through the hotels.com app and they refuse to give me a refund on the unused room. Obviously, I'm very unhappy. I've spent a half hour on the phone with their customer service twice and each time they don't understand why I'm asking for a refund and each time they conclude that I used the room. It's borderline crazy.

In July 2014 I made a booking with hotels.com to travel in April 2015. Confirmation email and confirmation number was send to me immediately. No problems so far. Last Monday (3-23-2015), a fortnight before leaving, I contacted the hotel directly to check if everything was okay with my booking. The reservation agent of the Santa Barbara Beach Hotel (Curacao) found my booking back in their reservation system but told me that all rooms were cancelled due to a group coming in at the same time??? The reservation agent told me they had send an email to hotels.com to notify them but she couldn't forward me this email because the booking had been made through hotels.com (it smells a bit...).

I made reservation with hotels.com. Hotel told me no reservation. I called hotels.com 45 minutes (70 USD cost). Waiting too much. Relocated to another hotel after 4 hours waiting. Finally went to the other one. Told me no emails sent & no availability. No apologies, no respect, no compensation.

I booked back in November to go to a hotel for a wedding in August. I was told yesterday that Hotels.com should not gave taken this booking they have no rooms. I tried to sort this out with Hotels.com as it is their mistake. They batted me back and forwards yesterday between 9 people, cutting me off twice and I spent 3 hours continuously on the phone. It was horrendous, disgusting treatment. I emailed but they have not reverted back to me. I am so angry. They just will not take responsibility and resolve my complaint.

Booked a room on the 9th of March for the 27th of March. Received confirmation # on the 24th. The date of reservation was wrong so I called in to have it corrected. They called hotel that confirmed I spoke with them and agreed to no penalty charges. Because it was so close to the date, the room cost almost $20 more... I called the person that was paying for the room and they said to pay it. Then when I called back in to pay it, they wanted to charge me a $94 penalty charge which was what I originally paid for the room. In total I paid $111.28. As soon as I got off the phone I got back on their website and could have booked the same room for $99. I will NEVER book with hotels.com again... EVER.

Booked a room at the Embassy Suites Ontario Airport approx one month prior to our stay (March 21, 2015) for a wedding in the area. Upon check-in we were informed that the hotel was completely booked due to two large events going on in the area (a music Festival and NASCAR) and that we would need to contact Hotels.com to be relocated. Upon contacting Hotels.com I was placed on the phone with a very rude relocation agent. After placing me on hold for over 40 minutes she returned and informed me that the only hotel she could relocate me to was in Anaheim, CA (approximately 40 miles from the hotel originally booked).

I went on hotel.com website to book a room for my mother because we were going to Indianapolis for weekend for a funeral, my mother sister pass away, I saw they charge my credit card so fast card, I immediate call hotel.com to cancel and I was told the system was down and nothing he could do right now and to call back later. I call back and I was told it was too late because we were a different time zone and we were going back and forward about this timezone and kept been put on hold and I has get off phone because I was work. Hotel.com refuses to refund my money of $84.00.

Hotels.com has a very unreasonable cancellation policy so all consumers should beware. I tried to change my reservation almost a full week in advance and they would not allow it. Never use Hotels.com.

Booked a one bedroom suite at Palms Place in Las Vegas. Requested a handicapped bathroom. When Hotels.com confirmed, they said that it could not be confirmed until check in. At arriving at the Hotel I found out that none of the one bedroom suites have handicapped bathrooms. This made our stay very difficult for my wife who is mobility limited. Big difference between "not able to confirm" and "none in one bedroom suites". Will never use this company again.

Hotels.com mistakenly booked me at the Grand Canyon Inn instead of the Grand Canyon Caverns Inn, which is 100 miles away. When I called to cancel my reservation, Hotels.com refused to give me a refund and was rude on the phone.

Booked two nights at Ramada Inn in Silver Springs, MD. Arrived at hotel and had no running water. I told the front desk lady I can't stay with family of five with no running toilets or shower. She tells me the notice was up for two days on the front desk! I tell her how was I supposed to read it while driving on my way to the hotel.

I recently reserved a room at The Saint Hotel through Hotels.com. When I got the confirmation I realized the cost of the room was over $100 a night more than any of the other reservations made by my co-workers (this was booked for a business trip). As time got closer I had to cancel the first night due to an emergency "business" meeting. When I called The Saint, they said I could not cancel through them as I booked through a third party.

I booked a recent stay on St. Thomas through hotels.com. The agent was a fast talker and assured me the hotel had a shuttle service from the airport. It did not and when I called customer service at Hotels to complain they said they'd pay for the taxi service. I called Hotels when I returned home to get the refund information and the next agent said they would not honor it. But she said when I complained that they would send me a $50 hotel voucher for my next booking. Fair enough but I never received that either, so in my estimation, they're a bunch of frauds and liars who misrepresent their services. I will never book through them again. Or use any of their subsidiaries, including Expedia.

My concern was that I did a booking for 14th-16th march for Taj Village goa and following are my issues: While going through the booking I clicked on complimentary breakfast thing but when I got the invoice it was without breakfast... I did not see the invoice then assuming I am dealing with a reputed company like Hotels.com which would be having business ethics and when I reached the hotel and showed the invoice it is then I came to know it does not include breakfast. It was such an embarrassment and frustrating situation.

I was displeased with this sight due to the availability seen online didn't mirror what information was given via the customer service representative. In addition I did book a room online only to discover the actually image wasn't reality. I chose to cancel and book from another hotel in person. I call to confirm cancellation since a confirmation/reference number isn't supplied through the automated system. The representative informed me that my purchase was non-refundable (unspecified online). I was highly dissatisfied but after several calls ** and ** diligently worked to honor this request. It was refunded in less than 24 hrs. I'm unsure if I'd rely on this app/site again.

I booked a hotel for Friday 13-MAR-2015. I wanted to reschedule it. Hotels.com refused this request. I called the hotel and they said they would do it but they were unable to do it because it was in the Hotels.com name. Calling Hotels.com back the operator was extremely rude. He demanded to know the name of the hotel's front desk clerk! Which of course I did not know. He then proceeded to threaten to hang up on me because I wanted to talk to his supervisor. He then hung up on me. Unbelievable.

Booked on line and received booking confirmation, arrived at the hotel 2 hours later - no room. Spoke to the 'manager' at hotels.com and asked why, no reason given. Sufficient funds in my bank account so there was no error on my part. Have asked for all documentation regarding my transaction with them and so far they have emailed me nothing! Having read this page they are obviously a 'mickey mouse' organisation. Thankfully the hotel were very sweet and upgraded me to a suit (obviously I had to re book). DO NOT USE THIS CO.

Thought I was putting a credit card down to hold a room 6 months in advance. My card was immediately charged for the entire stay and here's hotels.com reply to my inquiry: I have looked over your recent request. I apologize our research with the property has lead us to conclude that there is no credit due on this reservation. The property will still charge us for 1 night penalty and has decided not to refund because the reservation is inside penalty window. Please accept my sincere apologies for any inconvenience this may cause.

I was traveling to Orlando, Florida on February 6, 2015 from Tallahassee, FL. I did not leave Tallahassee until 12 am midnight and so when I called hotels.com I wanted to make a reservation for Saturday since I knew I would not get to Orlando until about 6 hours later. Apparently the operator misunderstand me making a trip for the following night instead of Friday because Friday had already passed.

Hotels.com is a shoddy operation with the most disgusting customer service I've ever encountered. My wife made a mistake of using Hotels.com (or should we rename them to Hotels.con?), instead of our usual Bookings.com or Agoda, for a semi emergency doctor's visit in Singapore. She received a confirmation of the hotel room booking and our credit card immediately showed a pending charge giving us the impression that all was set. Minutes before boarding the plane she received an email notification in a foreign language saying that there was some problem with the credit card and that the contact number she had registered online was wrong (not true). There was no instruction as to what to do, no phone number to call to resolve the matter and only a general email address for customer service.

After making a two night reservation using Hotels.com for next weekend, I realized that I would not be able to stay the second night. I tried to cancel my second night but Hotels.com refused and the only option they gave me was to cancel my stay COMPLETELY and book me at a more expensive hotel. Will never ever use Hotels.com again.

On or about December 2014, I made two (2) room reservations with Hotels.com to stay at the Hyatt located in Mystic, CT. On February 9, 2015, I contacted Hotels.com and requested my reservations to be cancelled as I had made other plans for that weekend. I received two (2) cancellation notices via email from Hotels.com, indication my reservations were cancelled. Today, Monday, March 2, 2015, I looked at my bank statement and noticed that I was charged $159.85 by the Hyatt, which was the amount for one (1) room at their establishment. I contacted Hotels.com, they kept me on hold for over 15 minutes and all they offered was for me to receive an voucher for future bookings. I denied such offer as I did not make a reservation for a third (3) room and then they requested me to send them my bank statement so that they can refund me my money, after they just confirmed the charges with the hotel (Hyatt).

I request everyone to avoid booking anything through Hotels.com as they are completely unethical and run the show with the sole intention of cheating the public and pocket easy money. They rate very poor hotel very well and lure unsuspecting travelers to the hotels, collect the room charges through their hotels.com web portal and intimidate the hotel not to honor the booking which will mean we have to either pay again or walk away. Either way, hotels.com do not repay the money collected from us. You write to them and they will give you standard replies such as: 1. "We will revert back to you in 72 hours." 2. "We have escalated your complaint to the next level." 3. "We are unable to contact the concerned hotel." These are the standard replies you will get even after 10 emails. Please avoid else you will be cheated.

I booked a hotel for an important event. They messed up the dates and my email address. I called and asked them to send me a confirmation since it never came. My email address was grossly misspelled. I asked them to fix the problems which they said they would but I never received confirmation. I called again and I asked to speak to their supervisor who was not very good at explaining at what she was doing to fix the problem. Finally, after an hour on the phone I got her to refund $10 to cover the inconvenience of having to take a king bed instead of two doubles. MAKE SURE YOU ARE ON THE HOTEL website when making reservations, do not use intermediaries. When companies use foreign countries for call centers, be prepared for people who don't speak english well and who are just a bit condescending. Demand a refund on your bill for the mistakes Hotels.com.

I booked a hotel room near the airport due to an early departure and icy road conditions. After working a 12 hour shift in ICU and driving 2 hours with my child, the hotel states that Hotels.com booked me for the wrong date. The kind clerk provided me with the phone number and Hotels.com tried to convince me it was MY ERROR!?! They then requested approx. $100 more for the room and a change fee. NEVER use this website. It is a fraud.

I booked a hotel for a soccer tournament that was cancelled. I tried to cancel my room 3 days in advance and hotels.com still charged my credit card. That is fraud!!! I will never book with hotels.com again. I intend to let others know.

Made a three night booking, for which the reward nights were never credited. E-mailed customer services who said they were not added due to a "technical error", and said he had added them manually. He asked me to check in 72 hours. I checked, after 3 days, not added. I checked again, in 48 hours (now 5 days after the customer service agents e-mail), no sign of the 3 reward nights. I e-mail Hotels.com. No Reply. E-mail again next day. No reply. Called the customer services number, they are based in India.

I booked a hotel based on the positive reviews on the website. When I arrived my hotel bathroom was extremely unclean (covered in mold). When I submitted a review mentioning this on the website it was never published. It is strange that this website picks and chooses what reviews they publish, it makes it difficult for customers to get an accurate idea about a place before they book. Also when making this booking I was required to enter my mobile phone number. Within two hours my phone was inundated with dozens of spam messages (they're still coming!) from unknown numbers which has never happened before. I can't say for sure but it made me wonder if the website passed on my number to a third party.

I booked eight days at a very expensive hotel in Cozumel Mexico. Came out to over $3500. First of all my flight was canceled due to weather so I missed an entire day/night there at the hotel. Hotels.com refused to back me up in anyway shape or form to get me a refund. Also the staff at the hotel was extremely careless and a hotel was riddled with insects which I was bitten repeatedly. Ultimately I had to go to the hospital since I'm allergic to bees and mosquitoes - since the hotel did not take proper measures on smoking for insects as other resorts do in Mexico.

Horrible, in one word. Stay away. Do not use them! This company should go out of business. Got gift card for Christmas from our kids. Impossible to use. Had to finally book ourselves after 2 hours on phone.

Had made a reservation with hotels.com. I noticed that it was the wrong city. I called to get it changed to the correct city to find that they would be happy to cancel my first reservation and book the right one but would give me none of my money back. I called the hotel directly and was told they did not have a problem with the change, but that I had to do it through hotels.com because they booked the room. She told me to call them back because I may have gotten a dumb person. Got an even dumber one the second time. DOROOM THROUGH THIS PLACE.

Spent over 2 hours on the phone in July because they screwed up my reservation and had it for the wrong date. Absolutely rude and the least helpful customer service I have ever dealt with. Finally got someone on the phone who agreed they screwed up and received a credit. Fast forward to now. Booked four nights through them for last weekend - only to use the credit and get the free night because that would have given me the 10 nights I need for the free night. Booked the reservation using the credit. It showed up in my account as giving me the 2 night credit once I stayed in the hotel. Checked the site today and it says I DID NOT get the credit for those nights because I used a credit or coupon code. HUH? Have tried to call but of course, as usual, no one answers the phone. Why tell me you are giving me the credit if you are not?

I reserved a room through Hotels.com in Nashville. I paid for the room and received a confirmation number. When I went to check into the hotel, the hotel said that they had no record of the reservation and in fact, had 14 other people try to check in with the same problem. The hotel was sold out so I called Hotels.com to get them to find another hotel. After waiting 20 minutes, I spoke with a customer service agent who was obviously from another country and could barely speak English. He could not find another hotel room and would issue me a refund. I have not checked to see if it has been refunded but I had to travel 40 minutes to find another hotel late a night. Hotels.com intentionally took my $ without ever planning to reserve a hotel room for me.

That service is very close or even IS fraud. I made reservation for a hotel and cancel in a day marked "free cancellation." They allow me to cancel without any warnings, but hotel charged full amount. NEVER AGAIN!

I made a reservation for Valentines a month in advance. I received plenty of emails saying that my reservation was made and ready for me. I show up to the hotel and was told that my reservation was cancelled and I was not informed. I was on hold for 3 hours and all they could compensate me with was 75$ for the next hotel! They ruined my Valentines night, I wasted time and money. I also spoke to a manager, the least that they could have done is waive a room for me!!!! DO NOT BOOK WITH THEM! They make confirmations THAT ARE NOT REAL!!! WORST WEBSITE EVER!!!!!!!!

I bought today a gift card from Hotels.com USA site just as a try for their gift card, I got the card number after about 3 hours in my email as a link to enter my email in it then a file will be downloaded to the mobile. When I done that un-smart super stupid way to get my card after that I found the 16 digit gift card number without pin asking me to send it to printer and print (I had no printer cause I don't almost use). After that I sent them 2 emails and after some hours I got more more more smarter response. "Hello sir you had to press the link in email and you will find you card" and I send again that I done all that before and still didn't find any pin only card number, so I think one of us is not human or at least understand don't understand the whole world English language may be, so that stupid gift card sure from smart people, don't you think so too.

I made a reservation for a spring break trip to Cancun today. The original discounted price was $360, but members received an extra 10% off. So, I booked it at $324/night. Originally, I forgot to apply my Free Night Rewards, so I called them up and they fixed it right for me within a few minutes. The new price for the hotel was $305/night. That was great. But that's the only reason they deserve just that 1 star. Within a few hours, my plans changed. So I logged in and changed my reservation from 3 nights to 2 nights. It was the same booking, same confirmation number, I just changed the # of nights using the Change Your Booking option. However, the new price of the rooms reflected the non-member price of $360/night. So, I booted up a chat with a rep. His name was Harry.

I booked my hotel 2 months out and within 24 hours the money was taken out of my account. I'm upset because I needed this money to pay my bills and thought the money would not be taken out of the account until my stay at the hotel in two more months. I called hotel.com and complained to no avail. I will not use hotel.com again as there was no reason for them to take out my money. Now when I go to the hotel in 2 months and they ask for my card, will I be paying twice???

I was told by the management of the resort I was visiting that I could check-out, and receive a refund, because I complaining about noise from construction that was taking place in the room beside mine. It was raining, so it wasn't like I could get away for the afternoon. After saying it would not be worth moving me because they would be done soon, he asked me what I wanted, and I said, "to check-out". I was furious. Hotels.com is saying that they can't get in touch with anyone at the resort to verify my check-out. They are actually saying that no one is answering the phone, and because of that reason, they cannot refund me over $2600.00.

I use hotels.com because every 10 nights I will get a free night. Hotels.com uses negotiated rates to get some discounts (many other sites do this) but the payoff is the free night. I had a problem with a Marriott property and was put in my place when told by a Marriott rewards elite customer service rep "If you have a problem, you should take it up with hotels.com-- we are not taking ownership of the problem...... you did not book with Marriott so what do you want us to do." Often, Hotels.com is selling the bargain rooms so do not expect to be treated as a priority at hotels such as Marriott. You need to accept that a bargain price means that you need to accept a lesser room and/or reduced service in many cases.

My boyfriend and I were always staying at the Days Inn in Columbia on Garner's Ferry Road. However this weekend when we went to check in we were told that we are on the "do not rent to list." I made the reservation through the Wyndham Rewards site and was never called or emailed to let me know that this reservation had been cancelled. I called Monday morning to find out why, and they proceeded to tell me that the room was destroyed and that there was red stuff all over the towels.

We used hotels.com to find a hotel in Atlanta for a business trip. It was a 1 night stay. We looked through the reviews and it had decent to good reviews. The hotel in reality was the worst place we have ever stayed. Visible filth throughout. The whole place smelled like smoke and vomit. There were holes in the walls and it was not a safe area. I reviewed the hotel for hotels.com and they rejected it saying I broke 1 of their 4 rules of posting reviews - none of which I did. Apparently you cannot leave a bad review for a hotel on their site.

I was planning a trip to San Francisco and as I had earned a free night through Hotels.com I wanted to use it for this trip. I searched the site and found a nice hotel. But as I didn't have all the money yet for the trip, I called the customer service number to see if I could book the room with the 'pay at hotel' option and then change to 'pay in advance before checking in' so I could use the free night but also not worry about the hotel being booked up. I repeatedly asked the gentleman who took my call if this was possible and he said I could as long as it was before the girl's cancellation deadline. At no time did he say that if I did this that the room rate might change or that I might have to book a different room. It was just "yes" and "would you like to book it?". After thinking about it for a few days and with the guarantee that I could change the pay option, I went ahead and booked it.

Ok look, I live in NC. I am a mom, wife with low income. I used some of my advanced tax refund to take my family to Myrtle Beach only to be completely disappointed. I booked our room Thursday night and paid for Friday and Saturday and was to leave Sunday at 11. I saw email from Hotels.com that we would get an ocean front room with private balcony two rooms, with three queen and two tv. When we checked in on Friday to my surprise it was not what we was told. It was a side view room, one tv and no private room for my man and I. When I went to cancel I was told I would have my refund in 1/2 hours to find out I won’t get it until 24 hours. I will never use Hotels.com again.

I used Hotels.com to find a hotel in the Seattle area. I entered my payment information and tried to book the room I found but received an error message to "try again later". I tried 2 more times the same day within an hour; got the same "try again" message both times. I never received an online confirmation of the transaction. I booked another hotel right next door to the first hotel for $200 less with booking.com and immediately received an online confirmation followed immediately by an email confirmation. The following day, I see a charge pending from Hotels.com for the room I initially tried to book. I check my email and there is a booking confirmation that came after my booking.com confirmation. I called Hotels.com customer service and spoke with an agent that kept reassuring me he was trying to be polite and helpful yet commented that it was my mistake that I booked a non-refundable hotel room.

I booked a hotel in for Feb. 8-9, 2015 through Hotels.com. The reservation was made the night of Feb. 3. I looked at the confirmation in my email the next morning and saw that the reservation was for Feb. 3-4. I never entered those dates as the dates of my travel were Feb. 8-9. I called Hotels.com the morning of Feb. 4 to tell them that their website made an error and incorrectly booked the wrong dates. They were unable to accommodate me and said that I was already charged as a no-show. Calling the actual hotel was also of no help. I have now been charged $155 and Hotels.com refuses to apply this to the correct reservation.

Used Trivago which ultimately hooked me up to hotels.com. Keyed in 2/7-2/9/15 stay for $179/night in Estero, Florida, which is a 2 night stay. After clicking "book," the confirmation came back showing a 1 night stay for 2/22/15---completing wrong date and only a one night stay. Immediately called customer service, was on hold for 30 minutes and cut off. Called back, told them I did not want to be on hold so long and what had happened with my online booking.

Made a reservation through Hotels.com to a hotel. Decided to try to cancel the next day if still possible and was assured over the phone that there is no problem and I will receive a full refund in a couple of days. A couple of days later I received an email that after checking with the hotel itself, they still have to penalize me for one night, as the hotel doesn't want to cancel the reservation.

They are so quick in taking your money out of your account but when you cancel it takes 3-7 business days for the money to go back. It's a pretty horrible website to use. STAY AWAY!

I made a reservation through Hotels.com, specifically stating that I would make the reservation if I could cancel within a week and pay no penalty. I was told by the sales person that this would absolutely be the case. It happens, I cancelled the same day as my wife made reservations at another property offering more what we required for our stay. When I got the reservation acknowledgement, it stated that a 50% penalty would be accessed no matter when the cancellation was made. This was after of course the sales person had obtained my credit card info and processed the reservation. I was in fact lied to, told whatever I wanted to hear in order to sell me this reservation. This company is obviously very deceitful and unscrupulous in their manner of transacting business. No one should trust Hotels.com to make their vacation reservation.

Hotels.com is advertising condos with strict internal regulations against short term stays (less than 30 days), trying to exploit and profiteer off the Super Bowl in Phoenix by renting private condos for $800/night (Scottsdale Bay Club, Scottsdale, AZ) and not telling customers that the "hotel room" they advertise is not a hotel at all, and that they will need to sneak around if they book it. Fraud.

I made a reservation at Aviva in Tahoe City. Sometime after the reservation was made but a fair time before I was to go on the trip they notified me via email that the room wouldn't be able to get me that room but offered me one of two others. Then when I tried to change they said "oh, you had signed up to pay at the time you arrived but if you move motels then you have to pay now." Uh, I didn't decide to move motels. So they cancelled my reservation. The choice of giving them any money for a mistake they made and finding a motel on my own was an easy one. If they had decided to wait much longer I would have been stuck paying for their very dubious service.

I noticed someone had the same experience I encountered....... I booked a room online and entered the wrong date. I immediately called to change the reservation to the correct date (From one Friday-Sunday) to next week's (Friday-Sunday)..... They said there was no one at the hotel to accept the exchange on the dates and that I would have to cancel the reservation (pay a penalty) and retook the reservation. Thereby, doubling my expenses from $380.00 to $760.00. She wanted to canceled the reservation and charged my credit card for the following week's room.

If you are a UK vat registered business you can claim the vat charged back from the vat office. So on a £120 room you will get £20 back from the vat office and the room will cost you £100. Hotels.Com say they are USA based so they don't charge vat, therefore you can't claim vat back and so the room cost you £120. This means Hotels.Com are wayyyyyyyyyyyy more expensive than booking the room directly yourself. Why would anyone use them in UK?

On Monday January 19, 2015, I went to hotels.com to book a hotel near DCA (I am flying to D.C. for my daughters' wedding). Hotels.com displayed hotels near IAD. Because I am using a public computer, I booked a Hyatt hotel near IAD. And now I cannot change or cancel. I think the switcheroo is horrendous business practice. I just want this cancelled.

I cancelled a reservation well within the time to receive a full refund & 8 business days later (their policy says I should see a credit with 3-7 business days). I didn't see that money credited to my checking account. I called them & the rep said they made an error in processing my refund. She would take care of it & their accounting dept would take care of my refund within 24 hours, but never really said how long it would take for me to actually get my money back. I got very upset because of "their error" because I don't have $141 to play with. I needed that money back today. She just kept saying they would process it in 24 hours.

I've used Hotels.com 3 times, and 3 times I've left angry. First experience was in Nova Scotia where Hotels.com had a hotel listed in the wrong town. I was driving through the Cabbot Trail and planned on staying in Ingonish. I looked up and booked a hotel listed in that town, only in the confirmation email the address was for Margee Falls about 130km in the wrong direction. When I called all they would say was that it was not their issue as it was within 24 hrs of the booking date, obviously since I booked it that day, told me to call the hotel owner, I did and he promptly told me to go ** myself. But whatever wasn't the end of the world, got another cheap hotel along the way.

Hotels.com's Welcome Rewards nights are supposed to never expire as long as there is activity in the past 12 months. I received 2 Rewards nights in Dec. 2013 and later 1 Rewards night in Aug. 2014. So you would think I had until Aug. 2015 before my nights disappear. But when I logged in tonight to book a trip, I noticed all nights were gone, and it says I "hadn't made a booking in the 12 months before January 8, 2015" and that my "Most recent activity Dec 29, 2013."

I had a choice of EXPEDIA or Hotels.com both with great deals. I went for the second one. I made my online reservation. It came back: connection problem. I called. They said the price had increased. I booked it by phone. Then I double-checked the web to confirm that the price had increased. Nope. The web had the same lower price. I called back, talked to the supervisor. He could not see what my screen saw, did not believe me, as if I would make that up, and 48 minutes later after several tries of trying to show him, I gave up, after all it was half and hour past my bed time. I could not believe that the web price was not honored and such a untruthful excuse "connection problem", when, per both the reservation taker and the supervisor, it was a price increase. So dishonest.

I have been and CURRENTLY ON THE phone for 57 minutes just trying to book 3 rooms at the same hotel location. First off I have had to repeat myself 4 times on every statement I make because the lady can't understand me and obviously is not that fluent in english. She didn't get my name, amount of rooms, or length of stay right... Finally after about 30 minutes...yeah we are making progress. They have decided to run my card for whatever reasons in 3 different transactions. Then after getting the second transaction done, she comes back on the phone and tells me the hotel is SOLD OUT!! So I'm stuck with 2 hotels not refundable, and I have to have 3 rooms!! WTF, and now I got transferred somewhere else and am currently on hold....

BE CAREFUL with hotels.com! We had a reservation over Christmas. The reservation confirmation said that there was no need to call and confirm the reservation and that everything was good to go. When we arrived, the resort informed us that the day after we made the reservation, they'd received notice from hotels.com that the reservation was cancelled. They showed us the paperwork. Hotels.com cancelled our reservation!

The Hotels.com site (owned and operated by Expedia Inc.) has a glitch that unfortunately for me, cost me $116. Here is what happened: On Hotels.com, in the main search area on the upper left I selected Houston Intercontinental Airport as the destination for my stay. I clicked search and a list of hotels is generated. At the top of the list I decided to make sure I was selecting a Hotel that was as close to the airport as possible as I would not be getting my rental car until the next day.

When I booked the room ONLINE there is no information about hotel parking. I called the toll free number before completing the booking and tried to find out about parking. The people on the other end were horrible. They were virtually unable to speak acceptable English. I took a good 15 minutes to get them to understand that I wanted to know about parking at the hotel prior to finishing the booking. They just wanted to book on the phone. I finally got two people on the phone, and the second who claimed to be a supervisor said there was plenty of parking at the hotel. I asked if it was on the hotel property or street, which they couldn't, or wouldn't answer but assured me was provided by the hotel.

We booked our stay at El Cid Granada Mazatlan Mx. It was a nightmare. We did NOT receive what we asked for. Trying to fix the problem was impossible. They just kept asking, "Where did you make the reservation?" Then we were told that for an additional $400, we could fix half the problem! (We had already paid $900). We met 2 other couples that also had the same problem. They said they waited 6 hrs to fix their problem. We never did get the room that we paid for. Will NEVER do this again!

Don't Ever Book with with hotels.com/westgate resorts. The most Unprofessional company I ever dealt with. I called to cancel my trip, and what I've been through on the phone was a battle about my refund, 20-30 mins on hold, rude personnel, etc. I was just shocked that this company didn't only try to strong arm me not to cancel & take another trip to Las Vegas. The charges to cancel is $25 plus a 14% tax. Money Hungry People. They are quick to take your $$$ and get pissed off if you cancel. My Review #angry #unprofessional #NOSTARS.

I reserved a deluxe double room with kitchenette for a four night stay at Purple Sage Motel in Snyder TX. On arrival I was asked if I really needed a kitchenette, because the insulation is inadequate and the hotel has no control over the weather: the water may freeze. When I asked for a downgrade to the next lower price I'd seen online, the hotelier told me that price was for a "tiny little room where we wouldn't be able to move around."

Booked a room and then had to cancel it and had to ring back 5 times because they had a different lie for every time we called. They didn't want to give our money back for a month, then it's was a week, then 72hr. They are full of **, they kept saying money was back in account but it never was. Very ** company, would never ever use it again. Had to get the bank to call them because they were saying the bank was lying, but in fact they were because money was always with these mutts still.

Recently I tried booking accommodation in Bali with Hotels.com, via Trivago online. The price quoted was a special and so entered all my personal details and credit card details to commence the process. The booking would not allow me to progress to the next stage, timing out and stating my transaction could not be processed. I waited a while for an email and then checked my account and found the amount had been debited from my account. I immediately called Hotels.com and the lady said there was NO booking made and NO record of it being made.

Booked a hotel, found a cheaper price direct, took screenshots, and submitted to Hotels.com. Called 2 weeks later because I had not heard back. They say they never got the submission and honor the direct price because there are no rooms available now. There were rooms available 2 weeks ago according to my screen shots. They don't honor their lowest price guarantee.

I never made a reservation for January 18th at the Ibis hotel in Marseille, I made it for the 1st. ALSO, I've had to create 3 different email threads because your team members are not answering my questions. Listen, when I was making my reservation for my hotel it had filter the dates I would be staying and leaving the hotel. After clicking search I picked the first hotel that showed up in the results because of it's cheap price and closed out the order. When I showed up to my hotel on the first of January they told me I never made a reservation for the date I had intended to make it for (January 1st) and instead had made it for the 18th of January so I had to pay for the hotel AGAIN!! What I think happened is that your website was advertising deals outside of the dates that I selected in the filter settings which I find EXTREMELY misleading. I demand my money back. This is ridiculous. I have had to pay double the price of my stay when I was trying to save money. I can't afford this. Also the fact that your team members don't answers questions, forcing me to create multiple email threads is absurd and unprofessional. What the heck is going on here?! Do not tell me to call the 24 hour line again because I live in France and that number cannot be reached with my current carrier.

I ordered a gift card for my mom for Christmas from hotels.com. I placed my original order for $400 on 12/15 - thinking this would be plenty of time to arrive before Christmas. Almost immediately after placing my order, I received an email and phone call from hotels.com saying that they needed to verify my identity in order to place my order (even though I had already received a confirmation). Within about 10 minutes or so, I called them back - went through a few random steps (one including naming a non-chain restaurant near my apartment) they said that my order had been placed and should arrive on 12/24. Perfect, right?

Booked a Hilton hotel in Rocky Mount NC through Hotels.com. Confirmation came back with the wrong date. They finally corrected this after waiting 20 minutes on my cell in a parking lot. 5 Hours late I arrive at the Hilton without a room. They could not get it through the confirmation number. They needed to have it faxed to the Hilton??? I called Hotels.com and explained the situation, they said they would send it right over. Waited in the Hilton lobby almost one hour. The desk manager stated this is what happens when you use a third party booking. DO NOT USE HOTELS.COM

Why and how do various searches I make on hotels.com show up as "ads" on my Facebook page - or worse yet when a friend uses my iPad to sign onto their account??? This feels like Hotels.com has taken some liberties with my personal contact information. How can this be remedied???

I booked a room on line and entered the wrong date. I immediately called to change the reservation to the correct date. They said the hotel was full on the date I requested. She canceled the reservation and charged my credit card for the room. I called again Hotels.com - I was on the phone for 50 minutes. When I asked to speak with a supervisor, he left me on hold for 40 minutes. I filled out a dispute with my credit card and they have informed me I must pay the bill because it was non-refundable. They could not accommodate me for the date I requested. I will never book a room with Hotels.com EVER AGAIN. Needless to say I had to find another hotel and will have to pay for 2 rooms. This is crazy, it was a mistake. Plus the guy that helped me could hardly speak English. What a rip off.

Booked a package Las Vegas trip for a show and romantic meal. Restaurant was loud and food was not to our liking. I would have never chosen a sports bar for dinner, "hate sports". Spent over an hour trying to find the box office to pick up tickets for the show at the SAXE theater. Show was excellent and El Cortez hotel was great. Will never let hotels.com or anyone else book my trips.

Booked a hotel and accidentally clicked on 3 people staying there instead of 2. I immediately called hotels.com about 5 min after I made the reservation. The woman said she couldn't refund the difference. I told her I would like to upgrade the room then, she stated I would have to pay an $88.00 cancellation fee. Are you kidding??? I wasn't trying to cancel. Awful! I'm very angry.

My daughter and her best friend booked a hotel through (Hotel.com) website. The hotel that they paid for was not what the website represented. When they arrived at Continental Plaza Hotel in Kissimmee FL, the rooms didn't have pillows, blankets, or shuttle services to Disney. The hotel looked like seedy hotel that drug dealers hang out at! When I tried to contact the hotel, they kept hanging up and then all calls started going straight to voicemail. When I called Hotel.com customer service, they also gave me the run around for 2 hours. Finally, I was told that they couldn't and wouldn't change the reservations to a different hotel without them losing the $200 dollars they were already charged! Essentially.... nothing was resolved and these two girls are staying at a dive in Kissimmee thanks to Hotels.com!

I have booked several stays through Hotels.com for which one Reward Night should be awarded with each stay. The promise is that within 72 hours of booking or check out the award is applied to your account. This rarely happens even when one logs in for booking purposes as required. Usually, I just let it slide, but have grown disappointed and angry that the awards are rarely applied unless I call in and demand the award, and even then, the award might or might not be applied to the account. This process is even more frustrating because of the long waits on hold and then agents who speak English poorly and are of little help. In fact, they often pretend to transfer you to managers and then hang up requiring one to start the process of calling in anew and still receiving zero help.

Was looking to book a family vacation on their site, it clearly showed a room worth 369$/daily on special for 169$/daily at Disney's Art of Animation Resort. Knowing these regular rates are for suites, I tried to book this, but unfortunately there was no suites at that special rate. The only room at that advertised price was the Little Mermaid standard room, which is at its regular price.

I purchased a $150 gift card for a family trip of a girl who had been in and out of major surgery. They needed a "getaway". Hotels.com NEVER EMAILED ME THE GIFT CARD! Don't believe you can print right away because you can't. You purchase it, then they surprise you with the email delivery requirement. The email never came. It was not in my spam, I assure you. I called and spoke to multiple people and multiple managers who said there was nothing they can do. They STOLE my money -- money going to a sick child. Wow. What bad karma.

Showed up at my hotel on NYE, that I was under the impression I had reserved. Hotel couldn't find me in their system (with the credit card that had been charged). Called Expedia (the number listed as charged on my credit card). An hour and half later (2 a on NYE), was told to call hotels.com. They kept me on hold another 30 min. They booked me for Jan 11th and 12th....that seems useful (useless). Anyway, point being no one helped me, no one was reachable, and no one gave a **. I paid $317 for 6 hours at a hotel that was supposed to cost $117 mainly because I came here with my kids and wife. If you bureaucratize ** enough, create enough loopholes, no one has to care, no one is accountable, and people get **. Be a cog or be more, your choice. "I have our freedom, look what we've ** done with it."- David Cross

I booked a hotel in San Francisco for New Year's Eve. Granted I saw that no cancellation was allowed, cancellations expired at 12/30/14 at 4 p.m. I booked at around 8:30 p.m. I booked anyway because I was confident I wanted to stay at the hotel. Well, we discovered on another website, yelp, that recently, on two separate occasions customers woke up covered in bedbugs.

The worst website ever! They don't even care a bit of what kind of hotels they advertise. On top of it customer service agents are horrible, including their supervisors, and so rude. We faced bad situations multiple times, and now decided to quit this website forever. Please please do not go with hotels.com and be fooled by their cheap tricks.

I recently made an airline reservation with Southwest and the site refers me over to Hotels.com which I hadn't used before. I researched hotels and selected Sheraton Phoenix Airport Hotel Tempe, AZ. There were no details about it being a non-refundable, non-changeable reservation (or if so, they hid it well), and I did not receive a confirmation page online, nor did I receive a confirmation email. A week later, I contacted Hotels.com and asked for a confirmation, which they said would be emailed to me immediately. Now it's 2 weeks later, and I still have not received a confirmation. Today I called to change the date of my arrival due to a business meeting change. I was told by Hotels.com and by the Sheraton that the room was non-refundable and non-changeable. Sheraton told me that Hotels.com buys a block of rooms and sells them online and they now "own" the room I reserved. Sheraton politely told me that I will not get a refund. I had to make a new reservation and pay the same cost for the room. That's right, the supposedly discounted price I paid Hotels.com was exactly the same as I paid Sheraton for a new reservation -- so there was absolutely no benefit for me to have used Hotels.com.

Hotel rooms were dirty, no hot water in bath in first room, second room jets in tub did not work, third room had no light over bath tub area and hair was in tub. Breakfast was stale and few options.

I booked a hotel in Miami more than a month before the travel date. One day before my departure I got an email from Hotels.com confirming my reservation. Two hours before my flight I get an urgent email that the hotel is overbooked and my booking was cancelled. A very nice surprise! They offered little to no help in resolving the predicament. What a bunch of crooks! Never use them again!!!

DO NOT USE THEM FALSE ADVERTISING!!!!! Hotels.com advertises that there is free cancellation and change to reservation. NOT so!! I had a reservation for Dec 25th - 28th. I called in time. My deadline to cancel change was Dec 23rd. I called on the 21st. I only wanted to cancel the 25th. They said If I did that They would cancel my entire reservation and there was no more availability at the hotel. I said "NO, do NOT cancel My entire reservation. We are going but not until the 26th." They told me this was the only way RUDELY every time I asked a question. Managers were in South America? No help at all. I called the hotel directly who easily obliged and changed my reservation and gave me the additional day on the 29th I wanted - no problem no extra charge. Hotels.com was refusing to help me find a solution for an issue that was caused by their poor logistics. DO NOT USE HOTELS.COM!!!!!

Booked a trip through hotels.com and added on their travelers insurance. Which I came to find to be an overpriced rip off. Coverage is very poor. I am a busy working person and don't have a lot of free time to take care of personal life. I came to realize that their insurance is poor and wanted to cancel it. I called customer service and they told me they cannot do anything for me in regards to canceling or modifying the insurance. Companies should be willing to help their customers. Hotels.com did not. Do not use hotels.com for anything. If you decide to use them for some insane reason, do not use their travelers insurance. Make sure you do your research. Before you do anything, call your credit card company that you are paying for the trip with to see the benefits that you get. Expensive lesson learned.

I booked a hotel in Cancun from 3 days on the 19th December 2014 on hotel.com. I then realized a minute after making the booking that I have paid for the wrong hotel and wrong dates. I immediately called hotel.com to cancel the booking and change to the other hotel and dates. The woman who answered the call told me that the cancellation date has passed, it was the 05 December 2014. I asked how can I make a booking on the 19th Dec '14 and the cancellation date is 05 Dec '14? She told me that's their cancellation policy and I asked her to cancel with the hotel. She asked me to hold for 5 minutes and then told me that she called the hotel and no one answered the phone and she unfortunately cannot help me. This is illegal. You cannot have a cancellation date that is passed. Please avoid hotel.com. It's a scam scam scam.

I phoned Hotel.com to complain about my billing. First of all when I booked my room for Super 8 Niagara Falls, Ontario I was not told I would be paying in US dollars. Why would I think that? It would not make sense booking a Canadian Hotel from Canada in US dollars. My online bill came to $ 219.00 + taxes $47.06 = $266.26. My credit card bill came which I didn't understand because I clicked the "I will pay at hotel" button. My bill came to $226.26 US or $311.75 Canadian. When I called he said my bill came to $309.77 Canadian yet my bill came to $311.75. They refused to fix anything and didn't care I was being ripped off. All I got was "We will be happy to cancel your booking." I know I won't die over this but we can't allow these companies to continue to blatantly rip people off. I question how these companies continue to get away with this kind of behavior. There is no need for them to change if we continue to be complacent.

I booked Hotel Generator Barcelona for 22 Nov until 30 Nov 2014 with number ** with cancellation policy: free cancellation, pay when you stay. I cancelled my order on October but they keep charging my credit card 223 euro. I have reported this situation and then my money reimbursed. I think it is already okay. But I was very surprised this morning 16 Dec 2014... I received a report from my card that I have charged 223 euro for paying my booking at Hotel Generator Barcelona. They record my card number and charge me 223 euro for my past 2 months ago cancellation even I have cancelled booking and have been reimbursed. They keep charging. How to get back my money? I have sent email to hotels.com but slow response. I ask my card be blocked. I think this is a kind of online criminal. Not safe booking via hotels.com. But this morning I received text message from my card center that Hotel Generator Barcelona...

I looked for a hotel in Prague through hotelscombined.com. The cheapest site for this particular hotel was Hotels.com - $39 US. I booked through their site and notice later on my visa bill I was charged 39 euros. No price was written on my confirmation. Later I discovered that there was a link to view the booking and the price was in euros on my booking details. I contacted Hotels.com and the reply was..."The hotel is the billing party in your booking, and therefore the hotel has charged you in their local currency which is 39.00 EUR." Please note that this information was also mentioned in the final payment page that the hotel will charge you in their local currency.

I made a reservation for the Harvey Hotel in Lake Tahoe. The room's heater was broken and the front desk even they promise to fix it, they never did it. Since I made the reservation with Hotels.com, I called customer service and told what happened. They ignored my complaint and did nothing. I also found later that I paid way too much for this room. Same room that it will cost me almost half with the hotel or another site. Please do your research before use Hotels.com. DO NOT USE THIS COMPANY. THEY ARE REALLY BAD AND THEY WILL NOT PROVIDE YOU WITH ANY SOLUTIONS IF YOU NEED ANYTHING FROM THIS COMPANY.

I reserved 3 nights at Veer Hotel in Lebanon via Hotels.com. The next day, I received a call from the hotel confirming my reservation however, with higher rates. I asked them to send this in writing as Hotels.com already confirmed my booking - they didn't. The day after, Hotels.com sent me an email stating that my confirmed reservation has been cancelled due to issues with my credit - False claim. I do not recommend this website at all.

I made a mistake and inadvertently booked a hotel for an incorrect night. I called hotels.com and asked if they could slide the hotel booking forward by 2 days. They said there is no way they can help because it is a non-refundable rate. I asked if they could call the hotel and ask. The first person said she could not. I asked to speak to her supervisor. She said that she had called the hotel. There was not enough time for her to make the phone call and ask, so I know that she blatantly lied to me. I called the hotel and they said that since hotels.com made the reservation it has to be changed through them. The hotel would be willing to change it and told me to call back when the supervisor is there.

Hotels.com cannot properly handle changes to reservations; once you make a reservation, you pay and you're stuck. I needed to change a reservation from 1 person to 2; the motel was willing at no extra charge. I tried doing it through Hotels.com, but they said their computer systems couldn't do it. They actually called the motel and told them to undo the changes the motel had done for me. This is not the first time that a change in plans has cost me hours on the phone. Booking direct with the hotels is usually no more expensive and much less hassle! Avoid Hotels.com.

The hotel charged us in the wrong currency and well in advance though the confirmation clearly says that we are supposed to pay in the local currency during the stay. Further to our complaint, the customer manager from Hotels.com wrote us an email which simply contradicted the terms of our reservation. She simply ignored the fact that we were charged in advance and when we sent her our confirmation email, she wrote that the "local currency is the currency which the hotel charges." Seriously??? I always thought that the local currency is the national currency of the state where the hotels is located. I must have been mistaken all 13 years of my legal practice! IN BRIEF - DO NOT BOOK THROUGH THIS SITE. BETTER GO TO BOOKING - THEY AT LEAST HAVE AN ADEQUATE CUSTOMERS SERVICE WHICH TRIES TO PROTECT ITS CLIENTS.

I booked a house in Columbus OH through hotels.com at 1299 Olentangy River Rd. However after arriving at this address and contacting the house manager I found out the address was really 5852 Olentangy Blvd. five miles from the location we need to be at. Then upon arriving at the 5852 address the manager would not let us enter as she said we had a bad attitude. I have five people who will corroborate that she would not let us enter. She then told hotels.com I cancelled. Thus hotels.com is greedy for a few dollars and will not return my deposit. I am now suing hotels.com. Just find the registered agent for expedia inc. in your state and take them to small claims court as I entered into the contract at my house online. These people treat customers terribly and don't care. Customer service is sent to Philippines where they can't for the most part understand English. Just a wreck of a company.

Hotels.com charged $20/night HIGHER than Residence Inn by Marriott charges at their own Marriott front counter. When contacting Hotels.com, they had an automated "chat" that was a bad joke. Their lowest price guarantee is a fraud. Don't use Hotels.com. But I highly recommend Marriott. They were wonderful.

Warning: Do Not Use Hotels.com Ever! I should have looked at their ratings before I booked. All the bad reviews are correct, even though the hotel would refund. If you booked through Hotel.com, they will not. Book directly through the hotel to save yourself time, money and stress. They are a horrible company that should be shut down.

I reserved a room in Playa de Carmen for January 1 and 2nd of 2015. I received the confirmation with the dates of December 1st and 2nd of 2014. I immediately called them on the error. They said it was not their error and that there was no refund. I lost the entire $250.00. I called Capital One Visa and am trying to dispute the charge. We called Hotels.com together and they will not work with me in any way. I was shocked that they could care less about the customer.

I booked into a hotel based totally on the description which included "Laptop suitable in room safes" / Rain shower / Fridge/ mini bar / Coffee and Tea making facilities. etc. etc. The place literally had none of these and was terrible - I mean TERRIBLE and as I have recently had my money / passport etc stolen from within my hotel room and experienced the nightmare of sorting it out, I need a safe - any safe - this room didn't have even a small safety box and they said no rooms did. I reluctantly stayed the night but walked out and found a better place (half the price) down the road with a nice safe in the wardrobe. However Hotels.com seem to be laughing at me! They say the description is up to the hotel!!!! WHAT THE F IS THAT ABOUT?????

I booked the hotel Galleria 10 in Bangkok through hotels.com. Initially I wanted to stay from 16th November to 21st November because I came here for business. I didn't want to change hotels that often and I trusted your reviews offered by the customers who stayed there in the past. However, the hotel is extremely poor. My booking number is: ** .

I called up hotel.com to clarify something, however the Indian agent offered me the best lowest rate available & booked the room. He said they will reimburse remaining value. Until now they haven't come back to me.

Beware of Hotels.com. They offer the best prices around, but what you don't know is that once they have your credit card number, the currency in which you agreed to pay may change. When I was searching for hotels, the prices were displayed in Canadian Dollars (CAD). As soon as you click to confirm your purchase, the CAD disappears and no currency is stated. Therefore, according to them, they can charge you in whatever currency they like, because there is no proof that they ever stated Canadian Dollars. Although I chose a fee in Canadian Dollars, my credit card was charged in American Dollars. And forget about their customer service - I spoke with Angela, the manager of customer support, and she was adamant that I had no proof, and therefore there was nothing she could do.

I was in Seoul Incheon airport. Came from Japan and was on my way back to the U.S. I however made a slight blunder and missed my second flight. Due to this, I had to find a place within the airport to stay; could not step foot outside the building. Flustered and tired, I quickly Google searched for a place at the airport and saw that Hotels.com had a cheap place. I read the description that stated, "connected to airport." I make my order. So, as any logical thinker would think, it's connected to the airport, right? Well, not necessarily. Upon asking airport staff, I was informed that it's located in a 'separate' building. So there I was, eligible for a place to stay, without the ability to GET there. I understand that it says NO REFUND, but if the description was ACCURATE I would have stayed away from this scam of a deal. I send them a thorough message explaining what happened, and no reply. I now know where NOT to order a place to stay from.

I made a reservation for 2 rooms for 2 nights knowing I may change one of the rooms to 1 night....did so because the cancellation policy was clearly stated as 24 hours prior to stay. Email confirmation confirmed same cancellation policy. I called over one week prior to reservation to cancel one room for one night and Hotels.com told me I could not cancel because the hotel did not allow it because it was the Thanksgiving holiday. Told the CS agent (not American) that the email confirmation clearly stated their cancellation policy. So, had to talk to a supervisor. After 45 minutes on the phone they finally allowed the cancellation. Ridiculous waste of time. Next time I'm booking directly with the hotel.

I booked a room at Hampton Inn/Vanderbilt Nov 15 for Nov 17 and paid for the room. When I arrived at hotel, no reservation... They had booked me on Dec 23rd, 5 weeks later. Couldn’t be changed or refunded. Hotels.com said it was Hamptons policy that they could not refund or change the charges. How many people are they ripping off like this? I had an appt at 8am the next morning with my son at Vanderbilt Medical Center and did not have the room I had already paid for.

I booked a hotel in Paris in early September on Hotels.com and paid Eur 188 online for the reservation. When I arrived at the hotel they insisted that I had to pay again and I paid Eur 158 because if I did not pay I would have had nowhere to stay that night. Despite repeated contact I have not been able to get a refund from hotels.com for over two months.