Hotels.com Reviews

I was all over this hotel thing after my first stay. I bragged non-stop on the deals I've gotten in the past. But to have my wife sit in a lobby at 3:30-4am in the morning and tell her that we have no rooms left? We finally got settled in after 5am in the morning. I had to be up and out by 7:30 that morning. Very nasty service at the hotel where we stayed. When I pay over $100 for a room, I expect more than what I've gotten. I have a very bad taste in my mouth and needless to say, I don't know how to take this. I travel a lot and I stay at the hotels right here in town a lot just to get out of the house sometimes. My wife is not happy nor am I. I will be emailing The Embassy Hotel as well.

She said that hotels.com had the same access to their availability as the desk staff at the hotel so they would have been aware. She even printed the booking information for us, showing where we requested a double room and specified 4 adults. We called customer service, could hear someone pick up, but were hung up on 3 times before we even got to talk to a person. When we finally spoke to someone, they said that we were guaranteed a room but not the room type. I pointed out that we booked a room for 4 people and, therefore, shouldn't it be able to sleep 4 people? The CS rep said it didn't matter—they guarantee a room and that is all and that the hotel must have had availability when we booked.

I explained that this was not the case. The rep said there was nothing they would do. After going around and around for 30 minutes, I requested a manager. I was kept on hold for another 30 minutes before someone finally picked up and then told me he could not help me. I asked to speak to someone else and he told me there was no one above him I could talk to and then sat silently waiting for me to hang up. We ended up paying out another $290 for a second room for the night and didn't even get so much as an apology from Hotels.com.

Several hours later, we received an email from lodgops@expedia.com that said kindly that our reservations were "still good", they just needed to speak to us and left an 800 number for us to call them at. Problem is, there is no way to dial 800 from Nicaragua or from a US cell phone in Nicaragua, so that was work in itself. We finally found a number and way to get transferred between 10 departments to speak to this special department, who is tasked with fixing Hotels.com and Expedia's screw ups. We were also driving around hotel to hotel and city to city to find a room in our rental car while they were "working it out" on their end.

Long story short, for the next 5 hours, we went back and forth and this voicemail from one of their "hardworkers" sums it's all up. Drive your rental car at 11:30PM 83 miles into Costa Rica for a room they wanted to book as a back-up to the one that was full! Later, we got back to USA and it was very hard to get a hold of someone from the corporate office to voice our concerns. They hide behind a bunch of departments that try to hang up, transfer or tire you into submission if you have a bad complaint. We only got a call back when they realized we had a voicemail that shows how incompetent the company is and our intent to put it up on YouTube.

They thought a $100 coupon was fair (to go use again with the professional company) for all the ** they signed us for on our holidays. We obviously thought it was insult to injury and want to tell everyone and anyone what a horrible experience we had and do not spend your money with Hotels.com or Expedia if you think you will mind getting a voicemail like this on your holidays.

She had trouble with my name (a simple, one syllable first name, color last name) and email and when no confirmation came, I decided I'd better call the hotel directly and make sure there would be a room for us when we arrived in the middle of the night. Well, no, they were not planning on us arriving until the next day. And name was wrong, explaining why my email and confirmation never arrived.

I would have to book another night in order to stay. No big deal, right? The hotel couldn't change a hotel.com reservation, so I called hotel.com. Guess what? In order to fix their own screw up, they insisted on redoing their whole reservation, at (you guessed it) now higher rates for every day. Even though they still showed $105 as the available rates and get this, the hotel I just talked to showed that the hotel.com rate still existed for the 9th. The new person I was talking to was more competent in the language, but I asked to talk to a supervisor. My connection disappeared.

I made the arrangements for the 9th with the hotel. Incidentally, the advertised $105 rate never materialized. I would have cancelled the entire thing but after reading online, I'm afraid I would never get my money back. I called back one more time to get a confirmation (which I got) and tried again to talk with a supervisor. Connection again somehow was broken off. Never again.

I then tried to call hotel directly. I got the same run around and was told it was Hotels.com's policy, whereas Hotels.com told me the opposite. I called a few days later to see if they would work with transferring dates to the next week, they would with a stiff price, a penalty charge of $150.00 plus the cost of the rooms. I told them my credit card has already been charged for the rooms. Why do I have to pay for them again? All he said was it was "their policy".

I think it is very unethical to charge like this. When I first booked on the phone, this was never disclosed to me. If it was, I would never have booked in the first place in case something comes up unexpectedly. I will never book online again with Hotels.com. Buyers beware.

I then called the hotel itself, who gave me the information that they only charged $179 for the rooms and that Hotels.com was false in reporting that they only charged when checking out. I then called Hotels.com for a second time to get an explanation for the overcharge of $41. I was put on hold and then disconnected. I called back a second time and was assured that it will be handled and I won't be hung up on. I was hung up on a second time. By the time I got to the third customer service employee, I was about to scream. I explained the situation for the third time, that they had falsified their website and overcharged me by $41 for a hotel stay. They started to claim that it was the owner charging me a deposit, which was not true because I spoke to them and after arguing with me, said they were calling The Cozy Inn to confirm this claim and to see how much I was charged. I waited on the line for five minutes to have some girl named Roxie tell me they confirmed that I was only charged by The Cozy Inn for $179.

They claim they didn't charge me the $5 service fee, which they barely mentioned but that I was going to have to send them my credit card statement so they could review it. Are you kidding me? So they can really ream my credit card? I don't think so. So, as of tonight, $41 was taken from me with no explanation as to where the money is. I am angry and I want to see this taken care of. There is no reason that hard working Americans should be being taken advantage of by this website. As I have read other articles, it seems like I'm not the only one this company has taken advantage of!

As they transferred me, they disconnected our call. I then called back and asked to be transferred to the supervisor but they said they couldn't since they didn't have extensions so I had to explain the situation all over again to another customer service person and then was transferred to their supervisor. The supervisor again said there wasn't anything they could do so I asked to be transferred to a manager and I was told the supervisor couldn't do that as he was the highest level in customer service for me to speak with. I explained that I had never used Hotels.com to book a hotel and I wanted to stay as a customer but I won't if they can't resolve this issue.

I can't believe that the company wouldn't have some way to apply $30 to my account especially since the online screens were confusing and I contacted them as soon as it happened. Beyond disappointed and I will never use them again. I will also tell as many people as I can to stay far away from them. They should not be in this type of business.

I called again and spoke to agent 2. I explained to her that none of the hotels were comparable to what I had. She explained to me that nothing was available on Ocean drive for the dates I had. At this point, understanding that nothing was available for the dates, I requested that I at least get a better hotel in return for sacrificing the location I wanted. I provided Fonataine Bleau as an example and the agent clearly said that a room was available at that hotel. The agent then suggested the Palms hotel as an alternative that is closer to where I wanted to be. After waiting an hour on hold while the agent negotiated the room rates (and asked me several questions like where do you live, and do I own a corporation, and would I use an AmEx card), I was then told that the supervisor could not approve the rate that the agent had negotiated.

I then asked about Fontain Bleau which the agent said was available and that also turned out to be something that the supervisor could not approve. At this point, an hour and 30 minutes into the call, I was being told that I could not get anything other than the hotels listed in the emails I was provided. Why was I not told this an hour and 30 minutes earlier? The supervisor later explained to me that this was because the agent was trying to accommodate me. Well, the agent and supervisor wasted two hours of my time to tell me that everything they were doing wasn't going to work. My billing rate is $150 an hour so you can imagine that at that point I had just wasted the equivalent of $300.

I finally spoke to the supervisor Courtney from Dallas Relocation. She said there was nothing she could do for me, that it was either one of those hotels or I could cancel and get a refund. Courtney was not willing to put me on Ocean drive and could accommodate me at a more expensive hotel because she said she could not justify it. I ended up calling the original hotel and (imagine this) getting the same room I originally booked but now for a higher price. I had to reserve it directly without going through Hotels.com so I called Hotels.com and got a refund. I was offered $100 coupon. I am completely dreading the idea of dealing with Expedia or Hotels.com again in the future.

I am requesting $300 worth of my wasted time and the inconvenience of cancelling my room 36 hours in advance without providing me a comparable option (which you said you would do in your urgent email to me). I ask that you kindly take my request seriously as I plan to post the response you send me on a travel blog with thousands of daily visitors.

I needed to extend my stay and was charged by the hotel, $69.30 for the additional night. Once I returned home, I contacted hotels.com and they informed me that the hotel was wrong, I asked why hotels.com was charging 30% more than the actual hotel and they hung up on me. I called back and asked to speak to a manager regarding the price discrepancy and was hung up on again.

I called a third time and asked for price-match guarantee and was informed that since the stay had already occurred, I had no recourse. I will never use hotels.com again and I travel extensively.

On Monday morning, the 27th, upon returning to work, I was advised that my driver checked in to the hotel pretty late as he was working and the hotel said his reservation was not a pet-friendly room and they have some but our reservation was not; those rooms were booked . He had to lock the dog up in the truck; people were complaining the dog was going nuts in the truck (for which I don't blame the dog). My driver had to end up sleeping in the truck to quiet the dog and not upset people around., This is ridiculous!

I called on Monday to hotels.com to complain, and she began to say it was the hotel error and asked if the hotel compensated my driver. No, they did not. She began to blame the hotel, as they have it listed as pet-friendly, for which I advised that's great but the room they booked for me was not what I specifically asked. They put me on hold and came back with a $10 return to my credit card. Is that a joke! That is awful; this was such an inconvenience. I told her to speak with her manager as this would not work for me.

She came back and now said why I did not call them the night of check in. The driver got in late and he is again just a driver doing work for us; my self working in the office makes the bookings. I told her to get another supervisor, and after about another 20 minutes, the manager said the best they can give me is $14 off! I will never book with them again. If someone repeats to them over 5 times and they repeat back confirming 10 times, how did this reservation go so wrong?

I allowed my credit card to be charged because I didn't want to be detained. I called the management back after my return home and told the information I had that the management was unaware of. My credit card was credited. Also, I told the management the ten days without ice in my suite. I've since talked to customer service filing an executive complaint. I was assured to expect an answer within 7 to 10 business days and that didn't come. I'm still waiting. I'm most discouraged with this type of service.

If I don't get a confirmation after clicking the submit button, why would I think that the hotel is booked and why would I check the email. My booking confirmation number: **, which I got to see in the email later. After calling hotels.com call center guys 6 times, they are not ready to refund this money, they have put me on hold for 90 minutes and eventually dropped the call. Their mobile application and website suck, I won't do business with hotels.com again and would advise all my friends to use other travel sites or call the hotel directly.

I called Hotel.com Corporate office to complain about the poor service and the woman I talked to was so defensive that I gave up. I'll never use Hotels.com again and would suggest that you do the same. Their price match policy is a complete scam and based on my response of the corporate office representative, they are not a service oriented company.

We could have stayed at another hotel also, if the sales agent had not verbally advertised the indoor pool for this hotel. It was difficult communicating with the customer service agents due to their strong accent, so I am sure they did not understand my concerns completely. I did get an address to write to hotels.com (10440 N. Central Expressway, Dallas, TX 75231). I hope it is correct. I will be sending a letter to request for a larger refund. I don't think I will use their service again if I don't get a fair response.

What's the point of the "price match guarantee" being eligible only before (i.e. during) cancellation period of the specific hotel in question? During the cancellation period, you can always just cancel and make the new reservation with the lower price found. Hence, there's no need for this type of "price match guarantee"!

My stay at the hotel is in 2 days time, the cancellation period ended yesterday and today I found a 20% lower price for the same room/hotel/dates. I asked hotels.com to credit me the difference, but their response was: "We are only able to match reservations that are still eligible to be changed or cancelled." This is clearly not a "guarantee", being able to change/cancel a reservation during the "cancellation period" is something the consumer does not need a "price match guarantee" for as he/she can make the change themselves without hotels.com useless "help"!

I am appalled that in this day and age, where consumers can have a price match on items (such as clothing) after they were bought, that this type of stupidity still exists. Hotels.com should be ashamed of themselves for misleading the public.

I called to book my room first with the hotel and they gave me 5 different prices. So I went to Hotels.com. I booked the room and no problem, at first. I arrived at the airport and the shuttle was 2-3 hours late! I could have walked to the hotel in less time. Staff was rude when I arrived. Even other people were ticked off. I stayed at this hotel because this is where the event was held. I had a bad feeling from the start and had no other choice. I had a bad experience with the hotel. I've never had such a bad one at any hotel before.

Hotels in Europe had better service and never claimed to not speak English. In my own country, I've never heard so many workers say they don't speak English. I called Hotels.com to complain about what happened. The room was, yes, clean and very nice! I had eaten at the restaurant. So far the service was great until I got food poisoning. I complained about it and they did nothing to try and fix this problem. They told me to go buy Pepto in the gift shop! Go buy! They didn't offer a refund on the food, or to replace it or help.

I tried to complain and the staff would just run behind the doors and not come out or have a lie or excuse as to where the manager was. I'd ask someone and the staff would say they would get someone and never did. There were other upset guests as well. I am not complaining about the room but the service.

You run a hotel in the USA and half your staff claims to not know English or runs away like a dog with its tail between its legs. I told my complaints to Hotels.com and they won't do a ** thing! No refund. I am contacting the BBB tomorrow and my bank to file a fraud. Anyone have any advice as to how I can get my money back from this rude service from Hotels.com and the hotel? Thank you.

I'm sorry so many have had such a bad experience, I know for a fact I will not go back to this site unless they give me a refund.

Please help me to solve this issue and help me to get money back AUD 253. Thank you and look forward to your reply.

I am disabled and on a limited income. I also had no intention of using Hotels.com again. That was all they could do and the hotel would not cancel without 24-hour notice. When I got to the hotel, the manager there would not go any lower or cancel so we could go somewhere else. After arguing for 30 minutes, she gave us the 1 bedroom and put a roll-away bed in the room. We got our price but the whole thing was very aggravating.

So I tried an email while I was still waiting for someone to answer the phone. They put me on hold and after 20 minutes, I hung up. I'm sure they had no intention of answering. What happened was when we arrived at the Kamloops Travelodge Mountview on June 3rd, having driven 8 or 9 hours, we discovered that contrary to what we were told, there were not three separate sleeping arrangements, i.e. three beds in the room reserved for us. This was imperative and I had explained that to the person who booked it at hotels.com. We ended up paying for two rooms due to this error.

At that time, after a half hour of being on the phone in the hotel lobby and being disconnected time and again by hotels.com and going through different people, we finally spoke to someone who said although they could not pay for the room we had, hotels.com would give us a credit for a hotel room in the future. Although I have asked them to email the confirmation of this offer, they have never responded and it is near impossible to talk to anyone. I am so tired of getting ripped off.

Unfortunately I had to cancel my trip at the last minute and I knew I would be debited for the full amount of 129,00. I have no problems with this as I accept the rules of a no refund, no exchange reservation. Surprise, my credit card was debited for 154,80. and not 129,00 with zero taxes and charge, as confirmed in black and white by hotels.com. I was curious why there was an additional charge of 25,80. Two international telephone calls to the Grosevnor only resulted in a referral to hotels.com. Two international calls to Hotels.com resulted in zero results. They had to contact the hotel.

One letter by me to the Grosvenor resulted in no reply. Second letter to the Grosvenor resulted in finally informing me that the 25.80 was a tax (VAT). Again, they threw the ball back into the court of hotels.com. It's not the amount of money that is the problem for me, it is the principle. I feel that hotels.com offered me a not to be beaten price on a no refund, no cancellation basis by hiding the tax and by having the cheek to tell me in black and white that no tax, no charges would be made. I think this is called cheating and robbing a customer to make your money.

The Grosvenor Hotel must know what hotels.com are up to with this trick but not worried about their name being blackened. Filling up rooms must be more important to The Grosvenor rather than long-term customer relationships, repeat business and good reports being given by happy customers. I was cheated of money by two big names but I have the (two) last words. 1) I will never use Hotels.com again and never stay at the Grosvenor again, and 2) I am sending the file to a consumer association in London and if necessary, I will spend money on legal assistance to have them reported and to recover the 25,80. I don't like being cheated.

I searched for hotels within 0.5 miles of Barcelona City center. I showed the results to my husband and his co-worker and they agreed on a hotel which I then booked. Upon arrival, we took the bus downtown to find our hotel. Once got to the downtown, we stopped at the tourist information booth to ask for directions to our hotel. We realized something was wrong when neither of the information guides had heard of the hotel. Needless to say, our downtown getaway turned out to be 26+ km outside of the city center.

I contacted the company about the issue and was told not to cancel and request a refund through the hotel if I wanted to receive a full refund through Hotels.com. I was never contacted again and when I emailed the contact email address, again I was given a generic call in number (which costs way to much long distance to ever actually dial)

Based on the apathetic disposition of the company to rectify the problem and the two large bits of misleading information that I was given, resulting in a waste of $160 plus, I am never booking with them again! This is a shame and poor decision on the company's part since customers are the best form of free advertising a company can have. It takes 15-20 happy customers to cancel out the damage done by 1 angry customer.

I notified Hotels.com that I would make their actions known if this was not dealt with. Future consumers beware, this is not a reliable or trustworthy company.

I was put on hold for 20 minutes, just to have the person come back on the line and say they could not reach anyone! I was then offered a partial refund but was told to call back again, (mind you this was my 6th call after being hung up on 3 other times and being told to call back the other 2). When I called back the 7th time, I was told there was nothing in my records about the refund and that there was nothing they could do. I talked to a manager who said the exact same thing. They care nothing for their customers. Please tell anyone you know not to use this service!

The only reason why I used this site was for the misleading discount offer. It has been 3 months, 10 emails later, and I keep getting the same canned response that a "promo code must be entered at time of booking. " I sent them the screen shot to prove that I did indeed enter the promo code at the time of booking and still nothing! Beware of this site, they truly do not provide any type of customer service. Horrible!

I would think long and hard about using hotels.com again. First, I do not feel it is appropriate to charge a complete reservation fee to one's credit card immediately (Orbitz does this, as well). If you have made a reservation for a lengthy stay, you may be billed hundreds of dollars far ahead of your visit. Second, it is obvious hotels.com does not follow through on its promises of a refund. While the statement provided states, "All refunds will be made to your credit card within 14 days" that, in this instance, was a lie. The fact I had to spend over a half-hour on the telephone to receive yet another promise of my refund demonstrates that quite well.

Thank you for your help with this complaint.

Hotels.com stole my money and charged me a cancellation fee of $103.24, even though the hotel I booked with did not charge for cancellations. I will never book anything again with them and would recommend all others to avoid Hotels.com altogether.

In 7 elapsed days, not only was there was no attempt at booking for what had already fully charged, there was neither an effort to follow-through on the promise of no re-confirmation is necessary. If hotels.com is not able to fulfill some bookings online, it should state so explicitly and not pretend otherwise. It can at best take booking requests and fulfill and charge them offline. It is at the moment misrepresenting facts and abusing the faith of consumers. The call center did not create a trace of this serious failure and made this look like a normal cancellation. I could still see two rooms available on the website for the same hotel–a day after I found about the overbooked hotel. The call center made no effort at resolving my problem. I have had experiences with other Indian travel portals who have intimated me of their failure, offered refunds, upgrades or alternatives. None was forthcoming from hotels.com. Are 10 business days needed to reverse the amount charged to me instantaneously? It has still not been reversed, which after all was due to deficiency of service from hotels.com.

The next morning she found the hotel I had booked but it was under construction not scheduled to open until the spring and the confirmation showed they had moved her to a hotel by the same name on the other side of town. When I called customer service the first two agents put me on hold and never came back; the third agent trying to help me took close to an hour before he said they would not make a refund since she was a no-show. I explained that it was not the hotel's problem but theirs since they published a hotel on their website that was not even built. They still refused to refund.

My complaint is: I was never informed by Hotel.com that the HJ charges for pets or parking. All hotel.com wanted was their commission. I wrote but no response. How sad!

I called Hotels.com after speaking with my husband and him complaining of flea bites from his stay that's when I found out what happened. I called hotels.com and they offered me a $40.00 credit, which was crap because I looked at the hotels.com website and the room rate at the Floridian was 55.00 per night. Math isn't my strongest subject but $140.00 minus $55.00 equals $85.00 dollars. In my way of thinking Hotels.com is stealing from me, not to mention the false advertising.

I am never going to book a hotel room from hotels.com again! I thought they had their prices guaranteed!

After several calls demanding to speak to a manager, they said they would credit the double booking. Then I looked at my bank statement, and I was charged three times for the room charge. I have called 6 times, and I am still getting the runaround. They are telling me they have to talk to the hotel, and the manager is never in. They cannot call me back, and say I have to keep calling back. I am still on hold for over an hour, after the 6th call.

Plain and simple words there. No “ifs,” “ands” or “buts.” No exclusions. They refused to honor the price guarantee "because it was a non refundable booking." Not only were the other web sites rates lower but they have no pre-payment and have full cancellation. So I lost a total of nearly $54 by booking with hotels.com.

Their cancellation policy is also a fraud . We tried to cancel the last 2 nights 48 hours notice. They said all that was required was 24 hours notice. Still declined refund . Left hotel, had to go elsewhere. Contacted hotels.com and was jerked around to several agents. Had to keep explaining over and over again and their promise to call us back was a lie . Finally spoke to manager, wanted to give me a 10% off on one night. Told him I was going to take it up with my credit card company.

Hotels.com is a fraud ! They lie and give false info. You speak to agents with heavy foreign accents and feel like you are getting nowhere. One guy told me, "Please call us back at 2:00 your time." It's 3am over here. I figured they are overseas. Do not book with hotels.com. Stay away from Clarion hotel in Ithaca, NY.

I think that is totally irresponsible on the part of Hotels.com. Also I was told, due to the nature of it being a holiday (Thanksgiving), there were no other places available. I think this is unfair to consumers who are relying on them to have a hotel that looks appropriate, and help the consumer to, at least, feel safe and show things exactly as they appear. The hotel I am staying is the Sheridan Hotel, which was formerly Best Western. It does not give that information on the website either.

I feel that $160.00 a night was too expensive for a place located in a place where a person could not feel safe, especially for unsuspecting tourists. I felt deceived by the hotel management, and Hotels.com The room did not look as it appeared on the website, and the hall carpet was not cleaned, and the elevator was dirty. The bottom line, I was deceived, ripped off, and vulnerable because they did not offer me any other resources.

In the end, I had to spend 2 hours with my 2 little kids, waiting in the lobby. Hotels.com did not want to cancel my reservation, and wanted me to pay a "penalty". After 2 hours, Hotels.com gave up and they cancelled my reservation. I was refunded. After 2 hours of waiting, I had to go to another hotel. The situation is that, I will never book a hotel using Hotels.com. My responsibility is to book online, and pay my bill. I should not be calling costumer service to beg them to pay for the night. That is not my job as a costumer.

3. The indoor pool at the hotel was broken during our 4 night stay. No one told us this at check in or via e-mail. This was an expensive hotel in Hamburg, Germany. I paid $1,120 for the 4 nights. I booked it for it's location and it is the only hotel with an indoor pool in the city center.

On 9/7/11 at 5:00 pm, I called the hotel and they told me they could not do anything, I had to call Hotels.com. On 9/7/11 after bathing, feeding, changing and putting my five month old son to sleep, I called back to Hotels.com. Again, I asked to change the reservation. He again stated the reservation was not changeable. I read the cancellation policy on my reservation to him, "This rate is non-refundable and cannot be changed or cancelled, if you do choose to change or cancel this booking you will not be refunded any of the payment." I told him I did not want to change the rate, I wanted to change the reservation. I did not want a lower price, I wanted to change my reservation to the next weekend. He began yelling at me. I asked to speak to his manager and he refused.

At 8:00 on 9/8/11, I called Bank of America Mastercard that I used to purchase the reservation for help. I explained the situation to the lady and she told me I had to contact the Hotels.com. I told her that I had and she said she could not help me. I told her that state of Florida Law provides me a 72 hour grace period to cancel any transaction. They refused to do so. I asked to speak to her Bank of America Mastercard manager. I then explained the situation to the manager. He reviewed the cancellation policy and called Hotels.com. The lady on the phone kept saying reservation instead of rate when quoting the cancellation policy which is not correct. She refused to change the reservation and told us that I had to pay no matter what. The man from Bank of America Mastercard argued with her about the cancellation policy and she did not listen. Then the man from Mastercard asked to speak to her manager. Alex ** came on the line from Hotels.com. He said "the policy had already been explained to me, he was not going to listen to, he was not going to do anything." Bank of America Mastercard then told me with Alex** still on the line that Hotels.com was not honoring their own cancellation policy and they should refund my money.

The Bank of America Manager told me to file a compliant with the Better Business Bureau, state attorney general and federal trade commission. I understand the reservation is a contract. They are not following the contract as it is stated "This rate is non-refundable and cannot be changed or cancelled - if you do choose to change or cancel this booking you will not be refunded any of the payment." If they want to change their policy that is fine but they can't change it on my reservation because I did not agree to no "reservation" change, I agreed to no "rate" change. I have filed all complaints against Hotels.com. I disputed this charge with Bank of America Mastercard and they refused to remove the charge from my credit card even though they are violating Florida State law of 72 grace period for consumer purchases.

This proved not to be the case however and we subsequently discovered that we had been talking to Hotels.com and had accordingly incurred their Taxes and Fees to which we had neither agreed nor authorized. These taxes and fees amount to approximately $90.00 for the two-night stay and are over and above the lodging rate and taxes charged by the hotel. It was difficult to understand the man spoken with. He did not have a good command of the English language.

Interestingly, a billing invoice never appeared during the night under our hotel room door. Red flag! Upon check-out our request to the hotel for a copy of the invoice seemed to cause a little trepidation and became the second red flag at this point. When asked if the amount shown was that hotels final billing figure, there was advice from the female receptionist to check Expedia about any differences which might be found. No further discussion was entertained by her it was clear she could not, or would not, say anything more on the matter. Red flag!

There is no private business center on site and access to the hotel from the road was difficult for us as area strangers. We saw no direction signs posted off the main road and had cause to go around for another try at this final stage in our journey that day.

Surely, after these additional charges, the Country Inns best rate for their guests proves not at all complimentary to the hotel. On the contrary, it reflects badly on them and does them a considerable disservice as a business enterprise. We can do better. We shall not return and neither will our friends and companions.

We cannot honestly recommend a stay at this property. We first saw the hotels direct line - (828) 264-4234 - on receipt of the above requested invoice upon departure. We have subsequently found a second direct line for the hotel at (828)-264-4100 from Boon resources. Better to use these direct numbers if you should consider making a reservation with them in the future.

In the meantime, it does the hotel property no favors to be caught up in these scams very bad for continuing business we conclude.

My father could not travel, but I did. I asked the hotel for help and the man at the front desk was not at all helpful. I was given the runaround about my situation. The W Hotel told me to talk to Hotels.com. Hotels.com told me to talk to the W Hotel. Finally, the manager of the W Hotel in Istanbul came to the rescue. He informed me that his hands are tied from the corporate offices and since Hotels.com is not willing to help, he offered a slight upgrade on my room.

Their customer service rep told me I was given a 30GBP voucher (the stay cost me nearly 600GBP). I insisted on being able to leave a review on their website but they told me it was not possible due to a "technical glitch" but that "my complaint was being escalated"! I have contacted them nonstop since 12th of October and still no resolution. I have to suspect that they are being paid by this hotel to avoid negative reviews, which is absurd given that one of their main selling points to customers is being able to read others' experiences prior to booking!

In addition, and more important, I am unsure if someone has hacked into Hotels.com records and stole credit card and personal information. This is an important issue and Hotels.com shall contact me, or anyone with same issue, periodically to be sure that they are working in the case. I do not have confidence on Hotels.com's Internet safety anymore and should be informed to other customers as this is an important breach of security.

We agreed to the terms and conditions as stated "Cancellations or changes made before 4:00PM on September 9, 2011 are subject to a hotel fee equal to the first night's rate plus taxes and fees." It is Hotels.com that is implementing the Policy language in an abusive manner. I conducted a general search of online complaints against Hotels.com, and there are many other individuals who have experienced the same charges. Many customers made reservations, canceled within minutes, and were charged! If my charge, as one individual was $194. Then I can only imagine the total amount of revenue Hotels.com is collecting by wrongly implementing their policy language.

I called Hotels.com customer service back to tell them what the hotel said. The customer service rep assured me the hotel had my reservation. Then, after arriving at the hotel on Saturday to check in, my fears were realized as the hotel did not have my reservation. And the lady would not allow us to check in. I called Hotels.com customer service again and got some jerk (Daniel **) who treated me like I was the bad guy. Finally, after 45 minutes and fighting with Hotels.com and the hotel front desk, Hotels.com customer service called the hotel directly to push my reservation through. All of this happened while I was standing in front of the hotel desk. After they pushed my reservation through, I asked to speak to Mr. **'s supervisor, whose name I cannot remember. But she turned out to be just as useless as he was! I have to say that this was a very poor experience and I will never again use Hotels.com.

I researched as well online and they were the lowest of the hotels near Disneyland. I have reiterated that we will be checking in 2 AM on October 15, 2011 since normal check in usually is at 3 PM. I asked the representative several times. She even had it documented via email so I was really secured on our reservation. We paid it immediately through debit card to secure our reservation. The night before I called their hotline and was guaranteed on our reservation. I even contacted the hotel and said that we will be checking in at 2 AM. I asked the receptionist on our booking and she placed me on hold for 15 minutes and I decided to hang up since I was certain on our reservation.

We drove all the way from Union City to LA for approximately 6 hours only to find out that there's no vacancy. It was horrible! First of all when he checked his records, it says that we have requested a 2 AM check-in. However, he advised us that regular check in time is at 3 PM. He was not rude but incompetent. I suppose he should have offered to get us another hotel since they also have overlooked on the reservation.

Next, as I have mention I called a night before we came in and mentioned to the woman who answered the call that we will be checking in at 2 AM. She should have corrected that over the phone. Arman confirmed that she is their manager who has spoken with me which made it really worst. As a manager she should know best. We ended up asking the receptionist to look for another hotel. Arman called 3 or 4 hotels and gave up and said that last resort is just to cancel the reservation.

Second point, he should be held responsible for helping us. He offered to call Expedia which is I believe the mother company of hotels.com and still we were referred to hotels.com. I was placed on hold for almost half an hour. We called the hotline several times but no one can help us find another hotel even Arman. While we were all worried, exhausted and sleepy because of a long trip calling hotels.com hoping for someone to help us, I found him browsing the website specifically on Youtube.com. If he was doing his job, he should have browsed for hotels nearby for us. Then he said since I was not able to resolve anything with Hotels.com, he will just refund the money. I doubt that it will be credited back to us that fast.

Out of frustration, we just looked for hotels around 3:30 AM. We asked 3 or 4 hotels and ended up with Best Western. Best Western hotel's Customer Service was indeed remarkable. They helped us out find good hotels around the vicinity without anything in exchange but we decided just to stay in their hotel.

After our trip to Disneyland, I called Hotels.com to make sure the reservation has been cancelled. To my surprise it has not been cancelled yet. I talked to the supervisor and she assured me she will be cancelling the reservation and the debit made. I was so furious at that time. I asked who made the booking for us and to my surprise she cannot even disclose the first name. I asked where are they located and she said it was confidential. I just blurted out saying you manage to get confidential information from us with our bank account details but you cannot even tell the person responsible for the whole mishap. They cannot even tell me their exact address or corporate office. I just said that I can sue them because I had it all documented, and then the supervisor said office is at Dallas.

Ironic that she compensated me with a 10 dollar off on my next booking. Are they really serious, 10 dollar to compensate all the mishap and inconvenience and as if we’ll book through them again? Never again! The supervisor just said that they will do something internally. I really cannot believe how incompetent, unprofessional and stupid they are.

First they told me it can take up to an hour to show up in their system (which was fine). I called an hour later, and they said it was not in their system still. Not only was I upset because we were on our way to this hotel, but they proceeded to talk to me like I was trying to scam them or something! I had to tell them my confirmation number half a dozen times until some woman (who was nearly impossible to understand) said I needed to call the hotel I was supposedly staying with and check there (that doesn't even make sense considering I booked through Hotels.com, not the hotel's website).

I did what I was told anyway and of course they said they didn't have me in their system. So, I had to call hotels.com again (put on hold forever) and they said they would call the hotel and verify. I argued with her that I had just done that, but she did it anyway. When she finally got back to me on the phone, she confirmed what I had just told her. And on top of all that, instead of doing their job and booking my room, they went ahead and cancelled it and refunded me.

So, long story short, my experience with hotels.com was a complete nightmare! If hotels.com says they have the best price, call up the hotel and see if they will match it. It can't hurt. And if they don't match it, still go with another site. 20% off is not worth 100% aggravation!

The day before our return flight, we received an email from Hotels.com saying that my husband's return ticket had been cancelled. I called them and I was told that they automatically cancel the return flight when someone misses the departure flight, even though both were paid for. For the second time, I requested to speak with a supervisor. I was put on hold and after 20 minutes, I got disconnected. I called back and I was told by an agent that there was no supervisor available, and that their policy is to automatically cancel the return flight when someone misses the departure flight. Thankfully, I was checking emails so I read about the cancellation. I even thought that it came one day before we were due to return.

I called Frontier and explained the situation to them. The wonderful agent said that Frontier has nothing to do with the cancellation, and he gladly and promptly reinstated my husband's flight. He said that it is common for people to have this experience when airline tickets are purchased through hotels.com or similar agencies.

I called the company today, and was told that I was not eligible for the card because I had not entered the right coupon code when I booked my reservation. There was no coupon code. When I looked at my reservation and confirmation on the website, it clearly states, "You are receiving this special offer: Free $25 Shell Gift Card", and "Your booking included the following gift: Free $25 Shell Gift Card". After speaking to a call center representative and her manager, I was told, "You're not getting the card". This is just blatant dishonesty. I will be contacting the corporate office regarding this matter. Unacceptable!

I immediately got back on the phone to customer service and, after several holds, was told that my reservation could not be cancelled because the hotel in NYC was not answering the phone! At that moment, I realized that I was being scammed. I said thank you, hung up, and immediately called AMEX to register a dispute of the charge. They initiated the investigation.

Over the next several days, I continued to try to cancel with Hotels.com. After a week, I actually spoke to a rep who said that my "reservation has been cancelled." I thought all was good. I went to NYC, paid my hotel bill on the premises and went home. A week after I returned, I received a letter from AMEX that the "merchant states that there is no refund due." I now have two hotel charges at the same hotel for the same dates on my AMEX.

She did not want to look at the confirmation. She said that Rosarito Beach Hotel did not receive any confirmation with our names, so they have no room booked for us. She sent us upstairs to see the reservations manager Dorela **, who was extremely rude. She was trying to make us pay for another room when we had already paid. The hotel is very badly managed. There is no security for parking. There are no signs posted to guide guests. The one security guard there cannot speak English and sent us to the 7th floor when we asked where the check-in is (needless to say the check-in is not on the 7th floor). Overall, a very bad experience, which could have ruined our vacation. We ended up staying at another hotel where the staff was very helpful and accommodating. Rosarito Beach Hotel has a new tower, and they are paying for it by double-booking the rooms, so save your money and go somewhere else!

I immediately called customer service and was told that there was no way it said that the total was $107. I could tell that whoever I was talking to was reading directly from a script. He put me on hold for around five minutes, came back and said that there was a $4.95 service fee per room per night. I asked him to show me where it says that there will be that fee added. I also told him that even if that fee was added, I am still getting charged more than what it should be. He again put me on hold for around five minutes, came back and said that they have no control over the prices on their website. The hotel can change the prices every 15 minutes if they choose to do so.

I asked him how they can show a room for $107 and then change the price after I confirmed it. He says that they had no control over that. I asked to speak to a supervisor and he put me on hold for another five minutes. He came back and tried giving me other reasons why the price was different. Again, I asked to speak to a supervisor and again, I was put on hold. He came back and apologized for the inconvenience and said that he would send me $100 dollar credits for the trouble that I have gone through. I confirmed that I was going to get $100 worth of credits to use on their website and he said yes.

After I hung up the phone, they sent me one credit for $10 to Hotels.com. I truly believe that Hotels.com is a scam and they were just trying to get me to hang up and let it go every time they put me on hold. I will never book a room through that website again.

I contacted Hotels.com, who were very friendly and apologetic, and asked me to forward a copy of the original invoice and proof that the amount £360.80 was on my credit card statement --which I did. After hearing nothing back, I once again contacted Hotels.com. I was told that they never received anything even though I had confirmation in front of me with a case ID. I was asked to send them once again, which I did.

After another 3 days, when I had not heard from them, I called back. New case ID at the ready, lo and behold, they agreed that there was a problem and that I would be refunded with the difference. That I would receive an email confirming that within the next 24 hours. Guess what? Nothing! Nowt. Zip. Zero. **! And nothing paid back to my credit card. By this time, I had been and stayed at the hotel and decided to try once again.

To cut a long story short, I had to got through all the same procedures yet again. Eventually, listening to a lady with a very distinct and strong Indian accent called Steffie. She promised me a refund, authorized by her "email manager" which will be refunded to my credit card within 7 days and a confirmation email within 24 hours. To date, I have not received anything else and have filed a dispute with my credit card company. I feel that Hotels.com have let me down and now, I will think long and hard before booking with them or indeed, any company online because of their complete lack of professionalism and help with this matter.

When we arrived at the Atlantic Inn on a Friday evening, there were only a few vehicles parked in the entire parking lot. The place wasn't an eye sore from the outside; however, when we entered the room it smelled like mildew and it was very outdated. It appeared to me that this room hasn't been renovated since the 1980s.

My son wanted to take a walk on the premises and when we did, I noticed a group of loud men with beer in their hands hanging outside their room, which happened to be right above our room, gawking at us which made me feel very uncomfortable. After deciding to leave, we ended up calling Hampton Inn in Rehoboth Beach and they had rooms available after we were told by hotels.com that the Atlantic Inn was the only availability in this area.

The two-night stay at the Hampton Inn ended up only costing us about $30 more and it offered many amenities. Lesson learned: I will call the hotel directly and only reserve a room from a well-known chain. In addition, the Atlantic Inn hotel clerk lied to hotels.com and told them we never checked out when we did. Instead of getting the runaround from hotels.com, we are just disputing this with our credit card company. So on a scale of 1-5, this place doesn't even get a 1.

Note: This review was meant for hotels.com but they blocked us from leaving our negative review. Hotels.com doesn't even deserve a 1 review. I give them a less than a 1. This company is a scam!

I called the hotel I stayed in and asked if a refund for two nights (over $300) was possible. They told me I would have to talk to hotels.com. I called hotels.com and they said they had paid for the room and I would have to work it out with the hotel. I called the hotel again and they advised me they could only refund to hotels.com if asked.

After several more calls, I gave up.

However, the walk-in customers were paying the same $99.00 plus tax that I was charged. It was only me who was stupid enough to give Hotels.com $45.00 for my reservation. I called them but I got fed up in trying to get my money back from their call center. Now, I am mad as hell and this will be the last time they get any but grief from me. I hope that it is worth it for them because I really like to type when I am pissed off. I don't know how many of you, people, I can save from making the same stupid mistake but I am on a mission now that I am pissed off. Keep the money. I will just keep typing away and I will cost you more than the $45.00 refund that you owe me.

My itinerary number was **. I did everything I was supposed to do in completing whatever booking information was needed for this promotion. Now, more than a month later, hotels.com refuses to make good on this offer. They now claim I did not fill in some coupon code when I booked the hotel, and therefore the stay doesn't qualify for the promotion. The service reps were extremely rude on the phone, informing me that I would not receive the Kindle and not to call again. I've called once about this matter, and have emailed previously, to no avail.

This is not the first time hotels.com has refused to honor its benefit/award program agreements. I had to fight for reward points for an earlier stay at one of its hotels earlier this year and after several email rounds, hotels.com finally corrected their mistake and I was able to get credit for the stay, but not in time to use for a subsequent reservation.

This recent Kindle offer seems like a real bait-and-switch. I have called, emailed and filed a complaint with the FTC, but something should be done to help resolve this and get hotels.com to make good on its promise to provide the Kindle device.

30 minutes later, I checked my online banking to see if I had been charged, and sure enough, he charged the first quoted price i.e. $60.00, it is more than what we had agreed upon. Not only that, I asked Ben if he knew of any charges that would occur if I cancelled. He told me that I had 48 hours to cancel with no penalties at all. He failed to mention that the hotel would charge me $100.00 to cancel. He was a liar and a sneak and I will never use Hotels.com, again.

When I completed my stay, I was given a completed invoice for considerably less money than what I had been charged for the room stay. On doing the math, I discovered if I had not used Hotels.com, I would have saved 20% on my booking.

After calling for an explanation as to why their rates are not cheaper like other sites versus calling directly, I was told the receipt was not correct and that there would be no reimbursement. The person on the other end of the phone did not respond to my questions or requests after that, and would not listen to me; instead, spoke over me.

Do not use this website. Call the hotel directly to compare numbers as it is cheaper to avoid the middle man that uses it. I have never had this issue before, and have been travelling using internet bookings for 6 years.

Then, we got to the room and discovered that there is 1 King size bed. We were told that the hotel does not even have rooms with 2 double beds! I called again and they finally agreed to upgrade me to a 2 bedroom with 10% off the original rate of the $140 and a reimbursement of the $33 I had to pay the hotel to upgrade. But I had to get real ugly and with the negotiation process and had to be on hold forever. I wasted away a good three hours of my vacation time! I would not recommend the usage of this agency to anyone! Don't do it, no matter how good the deal sounds!

She was charged $70 by Hotels.com for the switch, which meant that she paid double for one room. Apparently, if a certain percentage of customers make a mistake, Hotels.com makes money. I bet a lot of leeches are lining up to buy stock in that company. No more Hotels.com for our family. The lady at the desk told my wife that they had a lot of trouble with Hotels.com.

When I advised that the only offer that included breakfast was for a refundable room, they said that they had no way of verifying that, as they no longer offered that package and could not go back two weeks to see what was the available. The supervisor said the same. I will never use them again but if I ever book online with anyone, I will definitely take a screen shot of the offer for my records. I contacted the Waldorf for their assistance in verifying the package that had been offered but heard nothing back from then either. I'm very disappointed.

I told them that I was unable to get there because I needed to buy food and supplies to prepare for the hurricane. I even offered to pay a penalty of 1 night but they still refused. This is illegal. PCT used a credit card to pay for my reservation at a discounted rate but refused to credit my account. This should be considered as a credit card fraud. They sold a service, I am willing to pay a penalty, but they want the full amount no matter what.

Well, they hung up on me 100 times with a million excuses why they could not cancel (main excuse is that they had to hear from the hotel mgr. first to make sure they are not penalized.) I called the hotel again (this went on past 1am) and told they already told them it would be cancelled without penalty, and they had to send over the fax that the manager will sign and return. I called hotels.com again with this information and they tell me to call the following morning between 8am to 9am. I called after 12:00pm and told the manager. never contacted them! I called the hotels.com again and told that the hotel has nothing to do with them and the manager did speak to someone and they haven't sent the necessary fax. I was also told to be careful. They have a policy they retain 100% of your monies! Never once did they tell me that.No way in ** would I have booked especially they had no affiliation to the hotel! I called again after this conversation and they continuously hung up on me again! Then no one was even answering. I decided to call my credit card company.

To make a long story short, I went back and forth with Hotels.com. Finally, I spoke with the manager at the Holiday Inn & Express and she was great. She told me that they were not charging me any fee for the cancellation. On my numerous phone calls to Hotels.com, the phone will just go dead or they don’t answer the phone at all. When they do, they keep on telling me that they will put in a request to accounting to issue me my money.

When I checked my bank account the next day, I saw that they charged me for the reservation which I didn't make. I called customer service again. After being on hold for 20 minutes and listening to music, I finally talked to someone and I was told that they could not refund my money. It was like a joke. To resolve the problem, I called my bank to dispute the charges. I have never filled any bad reviews for any bad experience. But this one made me crazy because I have never experienced such a rude customer service in my life. I will never type Hotels.com on my computer again.

I have never received it. I have spoken with them about this again on July 31st. And again, I was promised I would get a credit. It was a lie! Then, I made a reservation for The Sheraton in Seattle, and later wanted to change it to The Hotel Vintage Park. I was told there was no cancellation fee for the Sheraton and it would be cancelled. I received my credit card bill and there are charges for both reservations. I am now on the phone with Hotels.com. He is asking me who I spoke with about this. I didn't think I had to keep a legal journal when making a reservation with them. I was on hold for 5 minutes to talk with a supervisor. Why would I have made a reservation at the Hotel Vintage Park if I was going to be charged for a night plus taxes? Yes, they always ask for a phone number to call back "in case we are cut off". They just hang up on me and never call back. What kind of company is this? Where are they from? Is there going to be any legal action taken against them? Who/What government agency oversees them? I never got credit for my 10 nights as they promised in their rewards program.

Right after this, when I called my sister (the bride of the wedding we will be attending) and told her what happened, she called Geneva Inn where they said that there are still 20 more rooms under the wedding! So, after all of this, the truth is that they lied to us, manipulated the situation, and screwed us all over big time! This is falsifying business! I thought we would get the situation resolved and simply have our money back when I spoke with the supervisor from Hotels.com, but obviously, they only care about the money.

They are not a business that works to take care of the customers and help people. They are only in it to scam people and get money. Yes, this is a scam because we were lied to, given false information, and manipulated because of the situation that we thought we were in, all because of what Hotels.com told us! We still need to cancel these reservations and are waiting to get our money back immediately!

Marriott's grand gesture or solution: We were offered two rooms with one bed each for twice the price and we were staying for two nights. Instead of paying $242 for two nights as quoted by Hotels.com, we paid over $48—bait and switch. Totally unethical and dishonest! I expected much more from Hotels.com and the Marriott, especially in these hard financial times. We were very disappointed! Our expectations of the Marriott based on our reservation through Hotels.com weren't met at all!

We reported the issue to Hotels.com and Marriott on July 26 regarding our stay from July 22 – July 24. There has been no customer service contact from either party to resolve the issue and more importantly, there was a credit our account for the extra room we should not have needed.

After making a reservation for $2,500.00 and pre-paying, I had issues with the confirmation and accepting a coupon code. I filled out online forms twice and received an instant email back that it would be resolved but I never heard a word. Finally, I had to speak with the call center which was a terrible experience; they could care less. They told me that they could make no changes and would charge me an $800.00 change fee. There was no effort to call the hotel, no effort to work with me and no apology for ignoring my previous inquiries. In the end, I called the hotel, did their work for them, and the hotel was more than gracious in making the change.

Then of course, I had to call back hotels.com to get them to update and that was another terrible experience of calls; being put on hold, attitude and issues. Never again. There's too many other great choices online.

Contrary to their comment on their website that they do not charge cancellation fees, they refunded only a portion of my over $500 charge and kept $300 as a cancellation penalty.

Beware of false advertising! I am not in negotiations with my credit card company to pay them nothing for their false advertising and huge cancellation fee.

At the time of booking a hotel for five nights in Denver, the agent told me that I will get an Amazon Kindle if I book this hotel. After coming home, nothing happened for one month. So I called back on Aug 15. The agent told me that Hotels.com made a mistake and can not give me a kindle anymore. All she can do is give me a credit card refund for $39 or give me a credit of $140 for my next booking. She will not give me a refund on my credit card so I can buy it on my own.

Offering $39 instead of Kindle is ridiculous.

Offering a credit for next booking is OK, but I don't travel a lot and don't know when my next trip would be. So I have to wait for six-10 months before I make my next travel plans. And I don't even know if they will give me a credit, since they didn't give me any confirmation number or send me an email.

I have booked a lot of hotels with you guys, but after all these years, I feel cheated. I promise to take my business elsewhere.

Never trust them. Big liars!

That was inconvenient for me since I was on the road for five hours immediately after that, traveling to Staten Island from Boston. Today, I have tried 5 times to call back and arrange the refund and the first glitch was that the Comfort Inn operated off an unchanged hotels.com booking and despite the fact I checked out, handed in my keycard, left the room empty, the Comfort Inn assumed I was still there and has no record of my checking out a day early. Because I paid hotels.com directly, they have no record that I even checked out at all!

So I asked the hotels.com operator to wait on the line while I called the Comfort Inn to get the manager there to speak with the person I spoke to on checking out. But while talking with Comfort Inn by cell phone, the hotels.com operator disappeared off the line and my landline phone started that hung up scream in my ear. The Comfort Inn manager was understanding and located a possible benefit to me for having stayed in two Comfort Inns within two weeks for a future booking.

I have called back four more times to hotels.com and it seems they have flagged my booking confirmation number as trouble since on each occasion, I wait through the recorded music (a recorded message strongly encourages the caller to hang up since they are unusually busy in spite of a wait time of a few minutes only each time) but the line goes dead soon after the dial tone. Thus, this post hotels.com have stolen a night's accommodation from me and blocked every avenue of its recovery. It has to be policy for their operators to do this because the behavior of misleading me was consistent from the moment the first operator said the system wasn't responding, to the next two phone calls when an operator took the call but hung up on me before dealing with the issue.

Remember, I spoke with them on a landline, I can't blame cell phone drop out. The last three calls have failed entirely. It seems like a predatory behavior to me, so beware of hotels.com. The Comfort Inn manager said it best. In the future, ring the hotel directly. Don't use the online mediator. The actual not VIRTUAL --hotel will at least match the online deal.

In an attempt to resolve the issue (refund the two nights to our credit card), I called hotels.com customer service. After being on hold for 10 minutes, I was able to speak with someone who reported to me that she was able to resolve the issue. She reported that she called the hotel to confirm that we only stayed one night and told me that the refund would post to our credit card in seven-10 days.

The refund has not posted as of yet and for the past two weeks, I've been trying to contact customer service via phone and email. Today during my call, I was on hold for approximately 10 minutes (with the music in the background), then it seemed that someone was going to pick up. I said hello multiple times, but no one answered. I have now listened for 15 minutes of people talking, laughing, and not responding to my hellos.

I still don't have my refund. I am emailing the company again today.

Hotels.com found me another place to stay, and it was across the street. What I did not discover until the next day, was that Hotels.com charged me over $1000 a night for this alternative hotel. When I called to complain, they said they could give me a 10 percent discount; otherwise, their hands were tied. They said I should talk to the hotel manager.

I talked to the hotel manager on the other hotel (Charles Hotel), and the hotel manager said she could do nothing, since I'd booked the room through Hotels.com. It was a "confidential rate", and that they could do nothing for me. I am now stuck in this overpriced and expensive room. Yes, it is scent free. So, I am not getting an asthma attack, but I am paying over $1000 a night. I don't know what to do about this. I cannot afford this fee, and I will dispute it when I get my credit card bill. Beyond that, I don't know what I can do. I would love any help or suggestions.

We had to pay again just to get back home. We will never call hotels.com to book any trip for us again

I called hotels.com to resolve the issue and was on hold, many times, for over 20 minutes. I was on the phone with them for a total of 2 hours! I asked for a manager right away and after 20 minutes of holding, I was put on the phone with Karla **. I told her my issue and she had an attitude with me from the beginning. She rudely stated that I received an email confirmation which clearly stated that breakfast was not included. I told her I didn't care about the breakfast, that I was going to have to spend $150 for my family to go to the waterpark which they claimed was included, and that I wanted a refund for $150.

There was nothing on the website or email confirmation stating that the waterpark was not included. The only thing she would offer me was a $90 refund and $60 credit towards a future purchase with them. After a long fight with her I finally agreed to the $90 refund and told her to take the refund and shove it. I am now out $60 because hotels.com promised me something and refused to give it to me. After this was all said and done, I called hotels.com back to inquire about a room again to see what they said, and they still claimed that the waterpark was included! They are clearly deceiving their customers on purpose and I do not appreciate it! Hotels.com is the worst company ever!

The supervisor was extremely rude on the phone. And I was forced to pay an additional $200 for extra bed for my son.

He refused to refund my money for the double bookings which I never made. And the guy hung up the phone on me! There is no need of me mentioning how angry I am right now and I will dispute the charges and seek legal consult if I have to. I can easily prove that I did not receive any confirmation email. I know you are going to tell me "according to our system, the reservation was confirmed." There must be a technical glitch because not only did I not go through with the booking, I was being charged twice of the same amount.

I need you to know that your service is unprofessional, irresponsible, and absolutely rude! Have someone call me back to apologize and refund the double charges. Thank you!!

I will never, ever, use hotels.com again!

We ultimately left the hotel, rebooked another, not using hotels.com and contacted American Express to dispute the charges, we are now in dispute resolution and you will be hearing from Amex shortly.

We currently have 11 rooms booked with hotels.com, rooms that average way over $200/each. We have booked thousands and thousands of dollars through your company, but NEVER AGAIN. We will never use your service again, this is the second or third time that we have had a similar problem, and this time it was over the top.

Look for cancellations of our previously booked rooms as well.

The representative quoted me one price then I was billed another and given only the gas card (have never received) but not the discount. Upon arrival at the hotel, I discovered it was not the hotel I requested and called customer service and was told my original hotel was full but I could move the next night but would have to pay more than my original quote since it was the day of or I could get a complete refund and sleep in my car since there were no rooms available in the area for the night but I would be charged a cancellation fee by the hotel (that I never requested).

So I stayed at the hotel that was booked. When I returned home, I called again and was told by a supervisor they would investigate and contact me. That was a week ago and still have heard nothing. I feel this is a bait and switch scam and that there is no way to hold anyone there accountable for their actions.

Dear Hotels.com Customer Service Representative:

On Saturday, July 20, I attempted to book a hotel on hotels.com, but the site was having difficulties, so I called a customer service representative to book my stay. He confirmed that I would be staying a the Courtyard by Marriott for two nights, at a rate of $79 UDS per night, including breakfast.

On Saturday afternoon, I had chemotherapy at Rocky Mountain Cancer Center at Skyridge Medical Center in Lone Tree, Colorado. I have Stage IV breast cancer, and was looking forward to getting some rest while and not worrying about my two young children's morning meal, as I tend to be very sick after chemo. We arrived at the hotel around 8pm and stayed the night. When we woke up the next morning to get breakfast, the front desk informed us that breakfast was available for an additional fee, and that because we booked our stay with expedia (not hotels.com) we were not eligible for the breakfast/room special.

Upon hearing this disappointing news, I called the hotels.com customer service center, and was told by both a representative and his manager that there was nothing they could do to correct the problem, and that not only were my children denied breakfast, but that the room was only booked for ONE night (as opposed to two, which was quoted by the hotels.com rep the previous day) and that the rate change for the room was significantly higher than the &79 rate that I was quoted and confirmed the day before.

It is now 9:42 am, and I am stuck in a hotel with no transportation, (I cannot drive after chemo due to the side effects of the drugs) no food for my children, and a horrible manager at hotels.com who refuses to help me resolve this issue.

I've decided to call hotels.com on the hotel phone, in hopes of speaking with a representative WHO CAN ACTUALLY HELP ME.

5 minutes later, I am on the phone with Fay, the ONLY positive experience regarding this debacle. Fay informed me that she would be able to add an additional night and charge my credit card for the original $79/night rate, as opposed to the $139 that the previous representative was going to charge. Further, she told me that she could refund me $20, which would cover the charge of only two meals of breakfast for only one day.

While I appreciate Fay's assistance, I am still livid that hotels.com made a significant error in my booking, and that, after calling customer service and being on hold for 23 minutes, the only resolution was to charge my credit card the amount that should have been charged in the first place. I am still out the inconvenience of having no breakfast for my children this morning, and it took more than 30 minutes and two phone calls for this problem to be addressed.

You have officially lost my paltry business, and I hope that all of you at hotels.com realize what a horrible experience this has been for myself and my children. Considering how bad things are for me right now, that's quite an accomplishment.

Laura S

Well, it turned out to be Hotels.com and they charged my card immediately. I am currently on hold more than 35 minutes now for the 10th time, no joke, really. They keep hanging up on me. I am asking for a copy of my bill so we can be reimbursed by uncle sam. That all, and they keep hanging up on me. They misrepresented themselves, that should be against the law. Good luck to whomever uses them in the future. I certainly WILL NOT!!!!!!!

After receiving a delinquent notice on my credit card account 2 months later, I realized that the refund was never processed. After several calls, they explained that the initial agent had filed the refund form incorrectly and that I would have to wait while they refiled. The current status is that they say they filed the refund on 7/14/11, 2.5 months after the initial commit.

I also asked them for a revised receipt for my trip indicating their standard information. They said they can't do it, but after talking with them they promised to do it, but still did not come through with their promise. I still have not received a receipt

I called hotels.com as soon as I got up to my room. They told me that I had to wait to be refunded for the other room till the wholesale representative gets back to work. I had to wait two days. Once they got someone on the phone, they said that I would receive a full refund of the other room. A week went by and I still didn't get my refund. When I called back over a week later, I was bounced around to three different people and when I finally got a supervisor, she said that it wasn't their fault and that I would not be getting a full refund for the extra room and that there was nothing that I could do about it. She was extremely rude. I will NEVER use this site again. She also stated that nobody outranked her so no one else would be able to help me!

I used to be a serious road warrior and I would NEVER stay at a Sleep Inn but as I was only there one night I said ok that is fine and booked the room. ONLY AFTER we gave him our charge card did he say he was with Hotels.com. I said you did not say you were with Hotels.com when I asked you. He kept saying I can assure you the Sleep Inn is a top rated hotel. HMMM.

I stayed at the Sleep Inn - it met my needs plus my expectations - ugh. The room was well below my traveling standards.

We just got our charge bill and my husband looked at it and said what is this charge - hotels.com Canada and exchange rate charges. I looked at the date and said that was our trip to Frederick, MD - last time I looked that was not in Canada. We were never told that the hustler we were talking to was based in Canada. We were charged 2.78 for the exchange rate which is a scam and a half. We called and reported it to our charge card and will protest the charges. The charge card company said that we should have been told that he was in Canada and we would be charged exchange rates - nope he basically implied he was with the Hilton Garden Inn in MD.

This is not the first time Hotels.com has attempted to rip us off. We went to NYC one Feb and we received duplicate charges on our charge card for a stay in Sept of the same year when we were clearly not there. They try every trick in the book to rip you off. It took us at least 6 months to get the bogus charge removed.

Hotels.com charged in advanced to my credit card mentioned above $707.90

For reason beyond my control, I have to postponed my arrival in Berlin until the 16 of May. I called the Winter hotel and I was told that my room was given to an other customer and my reservation was cancelled. I never cancelled my reservation I only postponed my arrival until de 16th of May. Since I payed in advanced, I was expecting that I could arrive any time I could.

Is there anything it can be done? Can hotels.com get away with unethical for of doing business? What can I do?

Due to injury, I cancelled this reservation on November 30, 2010 and was given the confirmation number : 81802383252. However, my charge card was billed for this room. When I called hotels.com, an agent who only identified himself as Chris phoned the hotel and was told that since the reservation was not cancelled they would not issue a refund. Chris did not dispute that they received my cancellation but they failed to contact the hotel. I believe that since hotels.com made the error, they should issue the refund, but they refused.

She completely screwed up this res. After several phone calls to complain to various reps. at Hotel.com only one out of the many reps I spoken too and the many documented notes taken, there was only one I spoke with that was willing to take the time and review my case and reimburse me. Her name is Alaina or Elena. She reviewed all of my calls and made the effort to refund my money that was withdrawn from my account. I commend her for her efforts. However because I had such poor service from this company, I don't think that I will ever use online services ever again. :-( FOR ANYTHING, HOTELS, FLIGHTS ETC.

When we arrived at the hotel, my sister-in-law's room was incorrect and the Hampton Inn couldn't do anything to change it due to the room being selected through hotels.com. When I called customer service at hotels.com, I got disconnected. So nothing has been rectified about the mistake they made.

The first thing that needs to be done is to hire people that can speak English and work in this country, not some far away land. Secondly, the company needs to man-up to their mistakes and compensate the consumer who placed the booking.

What a scam. I will not use you or Super8 again and will spend all the available time online informing other consumers about the financial ripoff. When I called the hotel, they said this was hotels.com's policy while hotels.com said it was the hotel's policy.

Hotels.com does not respond to email complaints. Save your time and effort.

I booked 12 nights stay at a hotel in Mexico, thinking I earned a free night stay with my next reservation, but since I also booked my flight through Hotels.com, they say I am not eligible for their promotional program, book 10 hotel nights, get a free night,

Suggest you use one of the many on line discount travel vendors that we all have a choice of using. I hope these other companies back-up what they offer, and provide some customer service to assist and retain customers.

For the most part, I’ve spent a minimum of 20 minutes on hold each time. Then I get a representative who is very difficult to understand. Once I am able to provide the representative with my dilemma, I was put on hold while he/she checked on it. Then I was told the usual: “The vouchers are being mailed to you. You will receive them in 4-6 weeks.” It is now June of 2011, and I still have nothing. I have been repeatedly calling, trying to get these vouchers. This past week, I have called 6 times, waiting on hold for ridiculous amounts of time. I did get 3 representatives live on the phone. They wound up putting me on hold, and then I was cut off all 3 times. I had provided them with my call back number, and not one of them had the common courtesy to call me back.

I have now finally given up. I cannot waste any more time with a company who cares nothing about customer service. It has been the absolute worst. I have read about other customers having had similar experiences with Hotels.com. It’s pretty pathetic and sad that a company does business this way. I am done. To anyone who’s contemplating to use them, please, please stay away. Go to the actual hotel website to book. You will be much better off. I am just so glad that I did not have credit card issues with this company because I really don't know how one would ever get their particular problem resolved with this horrible customer service. Do not ever book with Hotels.com. Trust me, you will regret it.

This was the worst. I own an event planning business; I will not tell any client to book with Hotels.com.

We called twice to get the mistake corrected, but were told we would have to pay $199 a night for the villa. The man I spoke to the second time apologized for the mistake, but would not accommodate us. Even after I told him our children would have to sleep on the floor and asked how they could book 4 people in a room that had one queen bed. That proved that Justin lied to us about the 2-bedroom villa. Ultimately, we ended up cancelling the reservation. Needless to say, we are not going to deal with Hotels.com ever again and I do not recommend them to anyone who plans to book a hotel.

At the beginning of the conversation, they had three rooms available, I gave my information, I was put on an extended hold only to have a rep inform me when she returned that only 1 room was available with absolutely no other explanation. I told the rep that was unacceptable, cancelled the entire transaction and hung up. Hotels.com forwarded this illegitimate transaction to the hotel anyway and I was charged for a no-show. There is no confirmation on my part that this "reservation" was ever authorized. I filed a claim with my bank, Wells Fargo to investigate this unauthorized transaction.

For some reason, the Wells Fargo bank claim I filed has ruled in the favor of Hotels.com, stating that I cancelled the transaction after I failed to show at the hotel to honor my reservation, a reservation that I did not know existed. The bank has re-debited my account which is now overdrawn from the hotel bill plus overdraft fees. I am having to file a case in the small claims court to see if a judge will reverse this ridiculous business decision of Wells Fargo. This is how they treat long standing clients that have good credit.

I asked her where she was located because I couldn't understand her English. I was told that she was in the U.S. When I asked her where she was, she said the state of California, Texas. I then asked for a supervisor, which took 12 minutes to come on the phone. His name was Miguel. I asked Miguel where they were and he admitted that they were in South America.

Again, he said that he could not help me and I would have to call back later. I told him I would not call back and spend another hour on the phone, and again asked if he could call me when they could complete the transaction. He also said that he couldn't call me back, but he would personally take care of my refund when the computers came back up and would email me when that had been done. That was on 6/13/2011 between 4 PM and 5 PM, and it is now Thursday, 6/23/11, and they have still not taken care of my refund.

Every time I ring, they cannot explain why there has been no refund and they tell me it will be fixed and I will receive the refund within seven days and an email confirming this within 24 hours. I have never received the email or any correspondence from them. I believe they are counting on me eventually giving up and they have no intention of ever giving the refund they promised. I am out of pocket, US$ 432.10 that is owed to me as a refund which hotels.com readily admit they owe me but have not paid.

I called American Express to dispute the charge and they gave me Expedia's number because the charge came from them. I talked to a manager Viele, for Expedia and Hotels.com, who said she didn't have access to my reservation because I made it on the website. I told her that I called the reservation in, and even though she had my phone number, was eventually disconnected. She never called me back. In total, I was disconnected 4 times. Avoid this company!

Then I was told that my time to use the credit had expired. I called the Insurance Company and kept calling Hotels.com until they finally admitted that my time to use the credit had not expired. I had trouble communicating with all of the customer service reps since none that I spoke with were native English speakers. My calls were constantly disconnected when they weren't telling me to call another telephone or putting me on hold for long periods while they got a "supervisor".

Finally, after weeks of talking with these people I had reservations on Lufthansa to leave May 16, 2011 out of Reagan International in D.C. I received an email telling me that my reservations were confirmed and giving flight numbers. The email also said there was no need to reconfirm. Even though I had gotten a $900 ticket with my $1600 credit I was resolved to take the loss just to get my relationship with Hotels.com over with. I then purchased tickets for my 2 daughters through another agency to travel on the same Lufthansa flights (actually Continental through Star Alliance).

I arrived at Reagan to find that while my daughters' tickets were fine and they were issued boarding passes, I no longer had reservations. I was on the phone for 4 hours with Hotels.com to no avail. I then called Lufthansa, they said my reservation was canceled because Hotels.com did not issue the tickets. My daughters had to leave for Scotland without me. When they got to Scotland, they couldn't pick up the rental car because it was reserved in my name and with my credit card -- they were hours from the hotel.

Finally, my youngest daughter was able to use her father's credit card (my ex-husband) to get the car. Meanwhile, I slept on a bench at the airport. I had to get to Scotland, my children were freaking out because I wasn't on the flight with them. After having a Lufthansa rep tell me the only available economy coach seat to Scotland would cost me $4500.00 (my girls' tickets were $900 each), I called a friend who went online and found the same tickets for $900. I arrived in Scotland a day later. I still have not been able to use my $1600 credit with Hotels.com nor have I received a refund of the funds. I had to spend in excess of an additional $900 to get to my destination because Hotels.com did not issue my tickets.

I lost a full day of my vacation. I have spent literally weeks of lost time just trying to deal with them on the telephone. The stress involved in having to send my children overseas without me was tremendous and my children's stress was also extreme, they were crying as they left for the plane. Hotels.com appears to be deliberately defrauding me of my money and this seems like a scam to me.

Finally after 4 calls and 3 emails, I got a response saying they confirmed the reservation, and they did not cancel it. I again called back telling them I wanted to cancel it. They then put me on hold again for 45 minutes, only to come back on the line telling me to call at 9 am Rome time to confirm cancellation. This place is obviously a scam. If they can burn 100 people in a month’s time at 500 dollars a pop, they can get very rich very fast. They should be shut down! The last woman I spoke to told me they can only give a first name. There is no incident number recorded and it is up to the phone agent to make notes on file. That is total **. This would never happen in America. Shame on Canada or whoever started this scamming business! They will hear from me. And I will have an attorney contact them when I am stateside.

i spoke with one male who stated that the refund would take 24hr. I asked when does the 24hrs commence ( the of May from the 16th or the 17th of May 2011). He later provided me with an authorization number and said it would take 24hr. I called back again and spoke with another customer care who stated that my cancellation will not be processed on the 16th but on the 18th of May and she cannot see anything because their system was down. She in turn hung up on the communication. I called back again and spoke to another, Rachel, where I insisted I speak with their manager or supervisor, Jose. Rachel told me that would not be possible because he needs the information before he speaks with me and the system is down, therefore he would not be able to assist.

I asked her if all the conversation was recorded. She said yes. Jose came on the phone and he informed me that the system shows that the cancellation was made on the 16th and he would send me an email with all the information. The email was sent but it was a blank page. I informed him that a charge back and a dispute was open with my credit card company regarding this charge.

After the fourth attempt to explain the problem, I calmly asked him to stop interrupting me and he abruptly put me on hold, mid-sentence. I called back and again calmly talked to another agent, who seemed more reasonable and assured me he would call the hotel property and then get back to me. Neither happened. I talked to the hotel manager twice later that day. He never got a call from hotels.com and had to call them. However, he could not get them to reverse my charges. Apparently, he did get his money and reversed the hotel charge on my card.

I basically paid Hotels.com $30 to make a hotel reservation for me, withhold payment from that hotel, scold me and ignore me. I vow in the future to only book my reservations directly with hotels either by phone or their corporate website. Hotels.com, like so many online agencies, is only making a buck on useless, rude service.

They pulled the entire, ''I'm sorry miss but that's the policy, and you should have read the email''. I work very hard and long hours, I don't have time to fool around online, I trusted people to take care of me on the phone with clarity. As of now there is a cat and dog game going on between the hotel and hotels.com about who owed me my $322. I will file a fraud report with my credit card and make sure some people get put in their places.

After discussing this with a CS Team member, I requested to talk to a Manager. She said, all were busy and no other resolution could be found. I disagreed and asked again for a CS Manager. The individual simply hung up on me! Nobody to reach. 2nd phone resulted in 20 min being on hold!

What a poor Customer Service job! I have never had such a bad CS. Other companies at least don't hang up, which is the minimum. I understand that some misunderstandings cannot be solved, but hanging up is unacceptable!

I called back five minutes later to keep my reservation. I was told by Hotels.com that I would not be allowed to keep my reservation and must pay the $169.00. Interestingly enough, the cost of the hotel for one night is $89.00, yet the charge of Hotels.com would be $169.00. I think that their actions and the way they handle business is despicable. I will certainly advise family, friends, and others not to use Hotels.com. They are not a reputable business.

As we were in a rural part of the state, phone contact with Hotels.com was spotty. When I did find a signal, I was put on hold for 10+ minutes just to get customer service. Then when I explained the problem (I don't think Gin believed me), they wanted me to drive back to the hotel. Then they tried to call the hotel and speak to the manager. This took again several minutes on hold. The manager was not in so I was asked to call back the next day. When I did so, I was again put on hold for a very long time. Again, the manager was not available and I was asked to call back. On my third call, I was given the same runaround. I told the third customer service person (Moses) that I was leaving this issue with him to solve. I was not going to waste the rest of my vacation on the phone alongside the road where I could find a signal.

On all three calls, I asked for a refund because Hotels.com made a mistake. I was never given a refund nor was I ever compensated for the error. I don't know why Hotels.com bothers with a customer service line. It is totally a waste of time. Do yourself and your credit card a favor, call the hotel directly and stay away from Hotels.com and Expedia (owned by the same company). Apparently, refunds are out of the question regardless of who is at fault.

On Feb. 5, 2011, I thought it's okay to book the hotel with the correct location again, so I reserved another hotel through Hotels.com. When I looked at my credit card statement on Feb. 14, 2011, I found the charge of $436.12 from Hotels.com. I called the the customer service. I was told, "the policy is policy," and there was nothing that they can do. I argued and pleaded to them to just give me a break, but they told me "you do whatever you need to do." They won't give me back my money. I asked if I can still have the hotel at least, but they said no. I asked why would they let me cancel it if it's not refundable. But they said that they have to give customer option. Well, the option certainly only benefit Hotels.com, not the consumer!

Unfortunately, I was charged on December 28, 2010 for a room that wasn't canceled. Hotels.com canceled one of the rooms under the itinerary, but not the other. In calling Hotels.com to resolve this issue, I was put on hold for 90 minutes (after a 30-minute hold time and disconnection), I spoke with Melvin and then his supervisor Bernie, who took my home number, but never called me back. After 8 days, I contacted Hotels.com and spoke with Caitlin. After 30 minutes on the phone with her, she put me on "hold" and hung up on me.

We took our kids over to Disneyland to try and salvage some of our day. While in the park, temperatures dropped pretty low and it got cold real quick. We returned to our room to warm up and try to get some sleep. There was no heater in the room at all. We went to the front desk to ask why, and all they offered us were extra blankets. My five-year old slept in two shirts, a sweater, her jacket, and her tennis shoes. We started calling hotels.com again and continued to play the hold game to only get disconnected every time we got a rep on the phone. I was so irritated. Finally we looked up the corporate number. They wouldn't do anything either. They basically said that we booked a 2-star hotel so what did we expect. I told her that no heat is unacceptable in a 30-degree weather and she told me that I would have to pay for the difference to move. They took no responsibility to us.

She called our current hotel and the manager wouldn't take her calls to help in the situation either. They knew they had scammed us. He would only allow a partial refund. Because of the time of year that it was, we couldn't book into another hotel until 2 days later. We paid for the difference out of our pockets. As of today, a week later, we still don't have even the partial refund. I called hotels.com again today, and again they were very unhelpful and tried to tell us to deal with the bank. The lady named Linda who helped us was so rude, I couldn't barely hold my tongue. She was an absolute smart ** to me. She didn't want to help and told me to let my lawyer handle it because she wouldn't do it anymore. We had to call back 3 times before finally someone at our bank went above and beyond, and helped us.

I advised her that my agreement stated, which I had with me at the time, that you must be at least 25 years of age to check into the room and I meet the requirements. The hotel manager advised me that I could not check in. She actually called and spoke with a representative at hotels.com and advised them of their guidelines in which hotels.com should be aware of if they are a third party company conducting business with this hotel chain. She then placed me on the phone with a representative at hotels.com. I explained my situation to that representative and advised them that they either find me the same type of room that I had or refund me my money immediately on my credit card.

The representative was over talking me, which was very rude, so therefore I asked to speak with a supervisor. The representative continued to talk to me then eventually, without being notified, the representative placed me on hold. I actually held the line for approximately thirty minutes with music playing in my ear. Not one time did the representative came to the phone to advise me she was getting me an assistance. I held the line until a recording came on the phone and stated to me that unfortunately, we cannot assist you at this time, please hang up. The hotel manager then called back to hotels.com and immediately asked for a supervisor. At that time, the CSR got a supervisor on the line by the name of Robert.

The hotel manager then spoke with Robert and explained the situation to him again and also advised him that I was not informed of the guidelines for an adult. I spoke with Robert and also advised him that they can either find me another hotel, in which the manager at the Coral Beach Resort took upon herself to call around the area and she actually found a hotel to meet my accommodations. Robert then told me he could not refund my money. I advised him when I called in and booked my reservations, I was not advised by the customer service representative who took my reservations of the guidelines. He then asked me, did I advised the representative at hotels.com the age of the adult? I advised Robert that the question that was asked to me by their customer service representative was how many adults? I advised Robert that the representative never asked me the age of the adult. Robert then informed me that it was my responsibility to disclose the age of the adult.

I advised Robert that I do not work for his company, therefore, I do not know the rules and regulations. However, if there are rules in reference to and adult that is eighteen years of age, it is the responsibility of the representative that is employed by hotels.com to ask me the age of the adult. He continuously asked me why didn't I advise the rep the age of the adult. I feel as though it is the company's responsibility to verify that information with customers if they are booking reservations. I'm not sure if they are reading from a script when conducting business, but if business is conducted over the telephone, it should be conducted the proper way and information need to be disclosed before processing a credit card payment. He then advised me that he would book me at Landmark Resort and that my reservation would be there when I arrive, this was after spending one hour and a half at the Coral Beach Resort.

I arrived at Landmark Resort and there was no reservation there. I stood in their lobby for approximately 15 minutes, still no reservation. So once again, I called back to Hotels.com. I spoke with a representative, they advised me that my reservation was at Landmark and I advised them that I'm at the Landmark Resort and there is no record of my reservation. The representative then told me to hold the line while they contact Landmark. I was then placed on hold again while waiting in the lobby. There was no call into the lobby area at the Landmark Resort in reference to my reservation. I then again had to call back to hotels.com and asked to speak with the manager.

I spoke with the manager and she placed me on hold. At this time, I was informed by the receptionist that they were sending my reservation through. It actually took me 2 hours and 45 minutes to get accommodated for my weekend stay. The CSRs' services were very poor and instead of them admitting that they were at fault due to their company not disclosing the correct information that was needed at the time of check in. I do not recommend this service to anyone. They have very poor customer service and they place customers on hold, never coming back to the line to advise them that they are being placed on hold. The service was poor and they do not take into consideration the care of the customers. They do not provide customer courtesy neither do they hand they customers or calls on a professional level. This company needs to stop making reservations if they are not familiar with rules and regulations.

I made a two-night reservation at a hotel in Dallas. Before I did this, I checked the hotels.com website and reviewed their cancellation policy. They recommend you hit the "Description" tab for the property you are staying at, so you can see just what that property has in terms of a cancellation policy. However, most of those sites don't mention anything. So I went directly to the hotel, punched in some dates, and got to see what at typical reservation cancellation policy looked like.

Comforted in the fact that I had a couple weeks to decide, I made the reservation on hotels.com. I actually had to cancel the reservation an hour later and thought nothing of it. When I got my credit card statement, I saw they charged me a full one-night penalty. Basically, they had given me a non-refundable reservation, because they were obligated to pay the hotel due to their agreement with that hotel.

I will never use them again, and I am challenging the charge due to faulty advertising. And like numerous others who have complained about this company, I couldn't get anyone from the US to address my problem. And if you were able to understand them, they were powerless to do anything but regurgitate what is written in front of them...even the managers. Do yourself a favor and deal with hotels directly--they are much more flexible and forthcoming.

They were very unprofessional and were clueless when I asked for an explanation. I made at least 8-10 calls to them, and even had one to tell me that the information on my account was not available to discuss. After countless calls with the hotel, my bank, and hotels.com I was left waiting to see if I'd be refunded for being double charged over the next 72hrs. Had I not called hotels.com they would have never owned up to their mistake. I ended up contacting the actual hotel itself for assistance on resolving the incident. The manager at DoubleTree was actually very understanding and Hotels.com was far less helpful being that they were the blame. Because the account that was overcharged is used for billing only, I ended up with a negative balance, which resulted in overdraft fees. I ended up with a headache a mile long and mad frustration!

I checked everywhere on their site that shows us making the reservation in the first place and there was never mention where once you make a reservation, it's non-refundable. The only way we saw there policy on it being non-refundable is some papers they faxed to us. Yet on their original site, it shows where you can cancel, even with options you can cancel for. After going back and forth with this lady about them keeping money when the services would not be rendered, how can this be so? Their only response is the contract states that it's non-refundable.

Nevertheless, our money was wasted and the hotel where we were suppose to stay at told us they didn't receive anything from them about our reservation or they could have adjusted for future use. I'm telling my story to anyone who reads it to know that Hotels.com is a scam. You can't advertise refunds and not allow people to use it if necessary. This was the very first time I have ever use this kind of service and I promise I'll never use any of them again. I've been using hotels across the country and never had a problem not even close to this before. This is my last. I don't deal with companies that lie, cheat and steal then try to make it the customer's fault.

Hotels.com customer service rep didn't speak good English and kept putting me on hold so we just took the room. After complaining to Hotels.com the next week, I was sent the Hotel Bucks and was told to just use book another stay and write the booking number on the back and mail them in. That's what I did a month ago.

I have not been credited in 3 to 7 business days as promised. Hotels.com is saying they have no record of sending me the vouchers or receiving them back and to call back in 30 days. I asked for a supervisor and was put on indefinite hold. After calling back twice again, I was told by someone who speaks even worse English that I have to wait 6 to 8 weeks for the vouchers to be processed and to call back after that.

An email to "Contact Us" on the Hotels.com website, got me several form letters apologizing and telling me how to use my Hotel Bucks. I've already did what they asked me to do with no results. In addition to Hotels.com ** me, the Hotel that I stayed in which was the Hilton got me as well. They told me that the $100 deposit that they hold would be released in 3 business days. After it wasn't, I called them and was told in 5 to 7 business days. Another call to the Hilton and the rep told me that the money was released the same day that I checked out and that it's the bank that's holding my money. Of course it wasn't the bank. Finally, 3 weeks after checkout my money was released by Hilton. Never using Hilton or Hotels.com ever again. I'll spend my money elsewhere.Tthank you.

The phone was answered in India by a very rude customer service representative. He told me that I have to wait for all the 4 nights and after that I would get my free night. I was not happy, so I requested a supervisor. I was answered and after debating about poor customer service, he hung up on me.

I called when the I finished my 4th stay and requested my free night. Now they told me to wait 72 hours afterwards. Since the beginning, when I booked this reservation they took my money of my bank account. I was not happy and requested for a supervisor and was hung up again! I called back and was hung up again! After calling the 3rd time, I was put in a long hold, 30 minutes. When the representative came back to see if I was still there. Imagine, she told me that a supervisor was busy and if I want to hold. I said yes and after 15mins, I got disconnected again!

Imagine if I had an emergency. They don't know anything of customer service. They treat you as scum. So people, watch out for this company they just want your money!

I then checked with Amtrak to see if I could change my Acela train reservation to Sunday night. After changing it, I called Hotels.com back and was connected to a "Kristen" who put me on hold for over an hour total. I am very sure that the wait time she subjected me to was purely cosmetic, as I called the Monticello hotel and was able to talk to them and figure out what was going on in a few minutes. It turned out that I could not cancel that last night, and I would not get my money back. I don't mind so much the hidden rules and conditions - this condition of a 5-day stay at the Monticello Hotel being mandatory. But the long waits were maddening, and they do this deliberately.

I will never use hotels.com again & will be sure to let everyone I know never to use this service either. It was not only a horrible experience, but cost me since I had to find another hotel to stay in the middle of the night & with having paid Hotels.com already, it significantly impacted my spending power and also caused me to have another horrible experience at another hotel with a roach & bug problem. It has made me leery of travelling and reservations since you can't be sure it's on the level.

I received the same response and asked to speak to a supervisor. I told Erica I was not interested in being put on hold again. I then spent another 5 minutes and 17 seconds on hold before hanging up again. The third time I called, I talked to Amanda. I called at 5:27 pm and it is now 5:33 pm and I am still holding. I see this as a way to wear me down to not pursue this refund. I also called the hotel directly and told them what happened.

It is now 5:34 pm and I was just disconnected. 5:35 pm and I am calling again. Talking to Chudee, she told me all the same stuff again except she had the decency to tell me I should have been told it was non-refundable when I booked it. Said she would make sure her supervisor would talk to me. 5:43 pm and still holding. 5:48 pm, caller came back on the line, not the supervisor. Told me again it was non-refundable. I let her know I went back to my original email and could then see the cancellation policy. For some reason, it did not print.

As I told her, it was pretty much a moot point as the whole matter starts when you book a reservation and are not told it is non-refundable. Printing it in an e-mail confirmation is too late. It is a scam, unethical, wrong and a bad way to do business. As I told her, I will continue to pursue this and will take it to consumer groups who help people who got screwed from businesses such as Hotels.com.

It is now 5:52 pm and I have been working on this for over an hour and it is quite apparent that supervisors are unwilling to talk to me. Probably because they also know it's wrong! I will never again book with Hotels.com and I have already let Baymont know I will no longer do business with them as this also reflects on them. It is now 5:54 and I just got a recording saying there is no answer and this call is being disconnected. I guess I should send letters to all large hotel chains letting them know that this is how people booking through Hotels.com get treated and they should reconsider using them.

I'm 6'3" and 250 lbs. and I don't fit in a double bed, so I called Hotels.com to straighten this out. They said that what they had sent me was not a 'confirmation' of a room reservation (which it definitely looked like to me!), and offered me a 10% discount on the room. I told them that I couldn't use the room. The hotel manager was kind enough to find us another hotel room.

When I got home, I saw that Hotels.com had still charged my credit card for $154. When I called them, they said that the 'fine print' says any cancellation after the original reservation gets no refund. I didn't know until I tried to check in that Hotels.com had ** up the reservation, and the only reason I needed a refund is because of their negligence! I intend to follow up with all consumer-related forums I can find (like this one) to let people know to never use Hotels.com. It's a bait and switch operation.

I had to call the next day to cancel and was told that a 1-night penalty fee would apply. I explained that that was not what was told to me over the phone, not just once, but several times. The representative asked if I received the confirmation email, which I hadn't even looked at, and explained the cancellation policy was in that email. I was confused why the correct cancellation policy would be given to me after I actually made the reservation. I asked Rene, who says he was a supervisor and would not give me his last name, if Hotels.com would reimburse a long-time customer due to one of their employees mistakes and he said "no." In the meantime, I will try to dispute $213.17 charge with my credit card and spread the news to anyone who will listen about their terrible service and policies. I realize I will never get back the few hours I was on the phone with them, including 3 hang ups. I have decided not to use Hotels.com or its parent company Expedia.com in the future.

They charged me a one night fee. How are you supposed to go back and cancel a reservation before you ever made it? This company is a rip-off! When I called to discuss this policy with them I was put on hold in the middle of the conversation. I had not cursed or been rude. Do not ever use this company; make your reservations with the hotel itself. Who needs this kind of service anyway? I will never use it again.

I had booked the bad hotel because of a "review" that described the hotel as "convenient to reach from the airport, the cab would charge 150 pesos." The reality was: 2 cab drivers refused to take me there because it was in an area they were not familiar with. The third one had to call his dispatch and he agreed to take me there without dropping the flag for a flat fee of 350 pesos. The ride took almost 45 minutes.

Hotel looked totally different than on the picture (Photoshop?). No restaurants around, just cockroaches. The "review" that makes customers believe that this is an airport hotel, "conveniently located and ideal for long layovers" is still there, actually it is the only review that gives a description. According to Hotels.com the authors of the other reviews did not leave any comment.

I feel that what Hotels.com is doing is fraud. They are engaged in deceiving people who trust the reviews that they are able to read by censoring and deleting the bad reviews. I believe that it is even possible that the only report that I was able to see came from a Hotel employee or the owner. I don't trust this company and their website anymore after this experience.

I have been told that I will not receive credit for by past reservations because I reserved the rooms in blocks larger than eight and that my email address was invalid. Their response seems odd to me since there has never been any disclaimer on their websites concerning the amount of rooms reserved and the fact that I constantly seem to be getting emails from them, despite my invalid address? Bottom line is, do not use these people to book your room! It's a fine place to get info, but stick the rewards program of an individual chain.