Hotels.com Reviews

When I started the program I was told to give my e-mail address and they would credit my account with welcome reward points. Even when I call hotel.com directly and ask all the question to confirm that I am not talking to a 3rd party affiliate, my reservation still does not qualify. The most recent explanation from the customer service person was that the representative who help booked my reservation picked a 3rd party code. The end result is that I will not be credited my just reward point because hotel.com finds ways to make reservation not valid for welcome rewards.

I don't mean to be racist or prejudiced but it seems that they don't put any money into maintenance and amenities and paint. I'm sorry but their places suck.Told I had to cancel within 24 hours but my reservation wasn't even made 24 hours in advance. And Hotels.com does not post or respond to your negative comments. But a couple of years ago, when I wrote a positive review, I was getting letters from the president and everything. I will never use Hotels.com or Expedia again. The little and oft time presumed savings just are not worth it. And I'm telling my story to everyone the minute I hear they are taking a trip.

Awful experience, spent 4+ hours on the phone with 0 results, no options for modifying the reservation, nobody took responsibility for the misleading hotel information.

When I returned home from my trip, I called Hotels.com and was given the run around. I made 3 different calls at 3 different times and spoke to 3 different people. I was never allowed to speak to management. I was left on "terminal hold" when I insisted on talking to manager. I was told that it was the hotel's responsibility to refund my money, when it was not the hotel that messed up. There's no resolution for this issue. I will never use Hotels.com again. They do not back up their promise of good service.

On Sept. 2, there still was no credit and again customer service said, "Sorry. Just check back in 24 hours." On Sept. 3rd, there was still no credit and again customer service said the same thing. Since this was the day of my trip, I had to pay full price for both nights. On Sept. 7th, I contacted customer service again as I do not see the credit nor do I see the credit for the nights I did pay full price. I requested several times to speak to a supervisor but was denied. I am not only frustrated but feel no one is attempting to assist me. I will plan to blog and communicate my experience throughout all the travel web sites.

They had a double-bed room that was available however it had no window, the carpet was filthy and the room was dusty. The toilet was not working properly and the tub did not drain water quickly. The iron was filthy and almost ruined my shirt when I used it. I called their so-called customer service because the hotel was not worth $90.00 a night, the website did not represent the pictures of the hotel room I was staying in. The hotel room was disgusting. This was not a 3-star hotel. There was a leak coming from the lobby ceiling in front of the elevators and the "fix" was to use an ice bucket to collect the water which appeared to be urine. I took a picture of it. They had a sign on the front of the outside door that after 10pm you had to use your key to get in. The hotel staff did not follow this at all and anyone could walk in off of the street and gain access to the hotel.

I spoke to a Maurice, they said they were going to put me on hold to contact the hotel. I was placed on hold for more than five minutes and then I was hung up on. I spoke to the manager Tracy at the hotel and asked if anyone called from hotels.com and she said no one had called. I had to deal with hotels.com about my concerns. I called back to speak to a supervisor and was put on hold and was hung up on. I called back again and again only to be dropped. I was even told by one rep that her "tools" were down and could not pull up my info. At this point I asked again to be transferred to a supervisor. I got dropped again. I finally got to speak to a supervisor. They answered unprofessionally by just saying “hello” and not giving his name. I had to ask for it.

I explained everything and the only thing they could do was give me a credit for one night and that If I was to leave my hotel, I would still be charged. I have never been given such a runaround and treated with such disrespect. When I asked why it is so difficult to speak to a supervisor, he said there are 30 reps and he is the only supervisor. Your tactic is to park people on hold so they hang up. This is a terrible way to do business.

We have also have had guests with 2 adults and 3 teenage children arrive with reservations for 2 adults in a room that will only fit 2 adults. The room descriptions are often wrong stating there is a spa tub or a fireplace or is a pet friendly room when it is not. The latest problem we had was a guest who was told by Hotels.com that there was a shuttle from the other side of the park to our B&B which is an hour drive away! There is no shuttle! These poor people had taken a bus and had no way to get here. I offered to go get them but, they opted to get a room at that side of the park. I'm sure they won't get a refund from Hotels.com. I can't afford to refund them their money. I feel bad for them but, I didn't cause their dilemma. Beware of booking a small B&B through a booking site. You only save a couple of dollars and don't know what you are getting. Contact them directly.

I made a reservation for a Comfort Inn about 20-miles away from the ride. Since all I needed was a place to sleep, I figured this would be acceptable. The following day I received a confirmation email indicating my non-smoking reservation. Everything looked good, right? The night before the bike ride, I went to the Comfort Inn and was told my smoking room was ready for me. When I stated that my reservation was for a non-smoking room, the Comfort Inn desk clerk told me the reservation had been made for smoking and since they were completely booked, that was all that was available.

Again, since all I needed was a place to sleep, I agreed to at least check out the smoking room. The clerk opened the door, but a few inches when I was overcome with the ashtray ambiance—clearly there was no way I'd be able to sleep in that room. When I asked if I'd be charged if I didn't stay in that room that night, the clerk almost gleefully indicated that I'd already been charged. I then called hotels.com to explain the issue. The rep kept putting me on hold to “check my file to see if someone had changed my reservation.” Then, she called the hotel and confirmed that indeed there was no vacancy.

At this point, the Comfort Inn clerk was telling me hotels.com would have to refund my money; and hotels.com was telling me Comfort Inn would have to make the refund. On the next business day, I contacted hotels.com and was given the same type of runaround—it was all my fault and Comfort Inn would have to make the refund. When he contacted the Comfort Inn manager, he was told the refund could not be made. As a courtesy to me, the hotels.com rep (Rafael) was willing to give me a refund of 10% and an $80 hotels.com voucher to stay somewhere else. I declined. After driving around seeking out a place to stay, I ended up yet another 30-plus miles away from my event, got to bed about 2 hours later than desired, and paid another big chunk of money for a room.

I called Hotel.com on 2 occasions to file a complaint. On the phone, the best offer of compensation was vouchers for future use. The latest offer of compensation was a 50% reduction in my original booking fee, which amounts to CAD68.50. Unsatisfied with the response I received, the consumer service department suggested I write to Hotel.com, which I did on 3 separate occasions. Over a span of 1 month, I wrote 2 emails and sent a registered letter to the corporate headquarters of Hotel.com in Dallas. None of my written communications were answered, and nor did I get any acknowledgement of receipt.

The law demands that as a vendor of services Hotel.com must provide all necessary information to the consumer at the time of purchase. False advertising or failure to provide all necessary information is absolutely prohibited under the relevant consumer protection legislation. The lack of any information on the AirCanada/WWTMS website regarding the excess fees that the consumer is required to pay in addition to the reservation costs is a failure wholly on the part of Hotel.com.

As a consumer, I have every right to demand full compensation for my economic loss of EUR 170. I simply do not understand why I must be content with the offers of vouchers or a reduction in my original reservation fare, when the fault is entirely on Hotel.com. The lack of satisfactory attention paid to my complaint for the past month and ignoring my communications had not helped my determination not to accept anything less than full compensation for my economic loss of EUR 170 and a lot of wasted time and energy corresponding with a poor excuse for a business that does not respond or reply at all.

To me, Hotels.com is a con and they steal not only individual's money but also corporations’.

The Hotels.Com has been of minimal help. I have called twice, both times England was reached but there was no one there to refund the double charges; a responsible party was not at the Hotel and I was requested to call again early in the morning. 1st call: 4:00 pm, 2nd call, 02:15 am ET and now I'm being requested to call again at 04:00 am CT/ Hotels.Com so that they can then try to call once again the Holiday Inn Transaction Action Person to refund the doubled charged room.

I have used Hotels.com for a long time, but are getting the run around while dealing with: $905.87 they charged me for a reservation, and the Holiday Inn Charges resulting in the same amount charged to my credit card when I checked out. I have a $2000.00 dollar hotel room in Winchester England at the Holiday Inn and no wants to take back the extra charge against my credit card. Please assist.

We have 3 more trips planned this year and will not use their site. They lost hundreds of dollars of future business with us because of a $100 dollar charge that they would not correct. We will try to cancel our credit charges and call the hotel directly but probably will have no luck.

These are usually the ones with outdated TVs, AC issues, smells, leaky faucets, et cetera. Rarely are the hotel clerks so forthcoming as the ones in this case though. If you are looking for a getaway or a relaxing time, you are better off dealing with the hotel directly. I have dealt with **** customer service before as well and I discovered that it is much easier and safer to book via the web and never call them unless you like spending hours on the phone getting put on hold by someone who isn't listening to a word you say.

We reached the hotel at around 11:00 pm on July 3rd. The front desk associate at the hotel told us that the hotel has oversold the rooms and we need to contact the Hotels.com as they do not have to offer the room. We tried calling the Hotels.com and nobody would pick up the phone. After one and half hours the front desk associate called the hotel manager and offered us one bed smoking room. We toured the room and found that the room is not acceptable to stay in for that night. The hotel manager, Trish also tried calling the Hotels.com. I was able to speak with one associate at Hotels.com around 1:30am. I asked the associate to let me speak with the supervisor/manager and I was on hold for another hour before I had to hang up my phone line.

Finally, we decided to look for other hotels/motels around the Newport News. We were not able to find a room with other hotels/motels as they were completely booked due to July 4th weekend. We had to cancel our vacation and had to return back to our home. We tried calling Hotels.com customer service many times next morning. After fourth time, we were able to speak with a supervisor, Ms. Suzanne from Hotels.com. She offered us the cancellation of our booking. We were never able to stay at any hotel, and were subject to a great inconvenience and had to cancel our trip to Virginia Beach. There will be not cost compared to ruined family vacation time on July 4th.

I called Hotels.com back to see what could be done and after being on hold for 34 minutes over a very bad connection, I was told that Hotels.com would fax the hotel manager a copy of the room confirmation and that I should call back in an hour to see what had been done. I called the hotel to see what could be done, and there was nothing they could do. All the two-bed rooms were booked for the weekend.

I don't understand why Hotels.com would confirm that I had a two-bed room when none was available, why I was on hold for so long, using my minutes, and why they could not call me back instead of placing me on hold for so long, and then on top of all this, why no one solved my problem. I'm now going to have to sleep at the Holiday Inn Express on a roll away, because all the hotels in the area are booked. Thanks for nothing Hotels.com. I don't believe I'll be using your services again.

I asked if she owned the company and she said no but this is the way they are set up. **** is a crappy company with crappy customer service. She kept saying she could offer me a 10% discount if I booked the room and paid for it. She also said she could send to me a $20 voucher that I could use to book my next room, great! But it won't arrive for 6-8 weeks. She finally admitted that there was nothing that she could do to help me with Friday's reservation. Thanks a lot. Expedia? **** ? Never.

I don't know if they will charge me for this room, but Holiday Inn has told me that there will be no charges to **. ** is the biggest rip off, period. Do not support them. They don't allow you to get a receipt from the desk when you check-out. They'll send you a receipt via email, this is unacceptable, for my expense reporting.

The economic damage is yet to be determined. ** states that they do not charge for cancellations, and that all of the charges come from the hotel chain itself. Holiday Inn will not be charging me for this room. We will see if ** charges me. I will follow up soon.

We arrived at the hotel less than an hour. After the call to Hotels.com was made, we were told that they had no reservation for us. The woman working behind the front counter that night told me that not only did she not have a reservation for us in the system, but that nobody had even called to confirm a reservation in the last hour and that the place had been sold out for weeks. Apparently the confirmation number that they had emailed me was completely meaningless. They did make it a point to charge my credit card though.

I called Hotels.com to find out what the problem was and after having to wait almost 10 minutes just to speak to a real person, I was placed on hold again so that the customer service agent could call the hotel. I was standing at the front desk of the hotel during all of this because the woman working there was calling around to other hotels in the area to see if she could find a room for us. After being on hold for another five minutes, the phone at the hotel desk finally rang and it was the person from Hotels. She must have taken a break between the time she put me on hold and the time she actually made her call to the hotel. The call lasted only a few seconds and then it was several more minutes before she came back on the line to tell me that the hotel was full and that they could either offer me a refund or try to locate another room in the area and apply the balance that they had already charged me towards it.

I asked her to look into the latter which turned out to be a huge mistake because she put me on hold and never came back (I waited almost 30 minutes before hanging up). Fortunately, the woman at the front desk had found us a room at a hotel one town over in Leed, SD and we went on our way. I hadn't budgeted for having to pay for two hotel rooms that night, so I was very relieved when the new charge cleared my credit card. I was very angry that Hotels.com could have just as easily left us stranded and sleeping in my vehicle that night without so much as even an insincere apology.

I contacted Hotels.com a couple days after getting home from our trip to inquire about a refund. After waiting quite a while to speak to a person again, I was asked what the name was of the person working at the front desk that night so that they could speak to her and confirm that we were actually there. Again, I was placed on hold for a ridiculous amount of time while the customer service person contacted the hotel. After that, she came back on the line to inform me that the person I named wasn't there when she called and that they had no record of me checking in. I had to explain to her a second time that we didn't check in because we didn't have a room to check in to and that was why I wanted a refund. She told me that she would need a manager's approval to give me a refund and placed me on hold for another 15 minutes or so.

When she came back on the line, she told me that I would be refunded the price of the room within 24 hours and thanked me for doing business with Hotels.com. Still, there was no apology or any sort of offer to make it up to me. Before she could hang up, I asked her to please explain to me what had happened. The first thing she said was that it was my fault because we showed up to the hotel late. I told her that we were there before 10:00 pm and less than an hour after they booked our room there. Then she told me that it was the hotel's fault for not informing them that they had no rooms. I told her that they never even called to confirm my reservation, so the hotel was never given the opportunity to tell them that they had no rooms. Then she said that it was a "combination of those two" events/excuses and at that point I just let it go since it was clear that they weren't going to take any responsibility for what had happened.

How's that for customer service? I will never do business with Hotels.com/Expedia (same company) again and I hope that anyone who reads this will either find a different company to book their hotel rooms through or at the very least be extremely cautious when dealing with them. They may be able to save you a few dollars, but when it comes to hotel reservations, being confident that you will actually have a room when you show up is worth far more than anything they have to offer.

The only reason I decided to use Hotels.com was the rewards system. I wanted a free night with ten stays. Hotels.com only credited me for one point and not two. Because my account still doesn't show that I had a reservation (hence my issue with getting the confirmation email), they act as if I never booked the second room through them. After over ten more emails and three calls, they said that they would credit my rewards account the point I earned. I was told it takes 48 hours to apply. A week later it is still not there. Again, it took another five emails and two calls. I am told the same thing, but to wait 72 hours. I did. Guess what? The point was still not credited. Now they simply won't respond. I've emailed four more times and got put on hold twice (no one ever came back on the line). I am furious.

On top of all that, the first hotel I booked was nothing in the description I read at Hotels.com. The place was horrible. After my stay there I wrote a lengthy, but professional review (my side job is reviewing hospitality businesses). Hotels.com deleted my review. When I asked why, I received a formal email stating the policies and restriction to which the reviews must adhere to. My review did not violate these policies and I pointed that out. I received another email saying that Hotels.com has the right not to publish a review for any reason. Essentially, they do not want to hurt their clients with reviews such as mine.

Reviewing as a profession has made me cognizant of everything when I stay somewhere. I take mental notes of names, colors, smells etc. My review was absolutely on the mark and it was deleted. It makes me wonder what good reading the reviews of the hotels are if they are not accurate. Negative ratings and reviews are deleted at will.

After reading all of your complaints and dealing with my own experience I have decided to take action. I placed a call to Fox News Problem Solvers to investigate the practices of this company. I hope they are exposed to the nation as a scam.

My best advice for Hotels.com is to find more people like the woman I spoke to in TX who are U.S citizens.

Since that time, I have called hotels.com four times for a refund and each time, they promised me the refund was being processed and I would receive an e-mail within 24 hours confirming it, and the money will be back on my credit card within 3 to 5 days. This has not happened. Also, two of the times, I was promised a $40 & $100 credit vouchers which I have not received. It should be noted that hotels.com call centers that I talked to are outside of the country which is obviously additional proof that hotels.com doesn't care about the American public and our unemployment problem.

Additionally, I was told by a LAX Hilton employee that 30 to 40 people who used hotels.com/Expedia that same night did not have their reservations show up on the Hilton system. In summary, do not use hotels.com or Expedia! My time spent on this is 1 1/2 hours the night of the reservation with no success, and over 2 1/2 hours on the phone since then, trying to get a refund.

So I call hotels.com and the nightmare ensues. Obviously I called India. Now, the people I dealt with were polite and all, but I had a very difficult time understanding some of them, which just makes a bad situation worse. They read from a script, and anything outside of that script is useless. It's like dealing with a robot that only has one answer for all situations. At one point I was inadvertently connected during the hotels.com conversation with the hotel clerk. She was telling him that, "Now I have faxed the confirmation to you and you will now honor the customer's reservation..." The guy, frustrated, says, "How can I honor the reservation if I don't have rooms available?” This went on for quite a while. Twice, while talking to hotels.com, a third person got on the line, saying, "Hello?” It was the clerk from the hotel; somehow he kept getting called, so I took the opportunity to reserve a room for the night with him, while hotels.com listened in (she was completely confused about what was going on).

I was on hold 4 times; once for 40 minutes from just north of the Baltimore-Washington Airport to the PA border. I can't imagine how much this will cost me in cell phone roaming charges. So now I'm nervous because either my battery is going to die, or (yep) I get disconnected. Start over. I begged the CS rep not to put me on hold. I implored them to call me back if we get "disconnected". They can't do that, she says. She puts me on hold again, until I'm actually now at the hotel. I give the phone to my wife to wait on hold while I go inside to see what the hotel can do for me. The guys at the front desk of the hotel are extremely sympathetic, and they put us in a room for the night and honor our rate, but they don't know what will happen for the remaining 4 nights. They leave a long letter for the manager.

Meanwhile, hotels.com finally tells my wife that the "relocation department" is closed and to call back tomorrow. They offered her a $50 voucher. Are they serious? Is their policy just, "Sorry, we screwed you. Goodbye." They should have someone available in the U.S., 24 hours a day, who can immediately get to work on finding customers a place to stay. The next morning the hotel manager had a frustrating call with hotels.com and gets nowhere. She somehow found a way to move some flexible reservation customers to accommodate us, and even though we had to change rooms a few times (and yes, to a lesser room than we reserved and paid for) we were so grateful to have a place to stay we didn't care. They also directly billed hotels.com so I didn't have to deal with it.

As for hotels.com, never again. They left us high and dry on a busy weekend, with no follow-up, not even an e-mail. I did get a "How was your stay?” email. Hah. I sent them a detailed response, and checked the box that said "Would you like hotels.com to contact you regarding your stay?” Never heard from anyone and I'm not surprised. Also FYI, Expedia is their parent company as far as I know. From now on, I only deal with the hotel, airline, and rental car company directly. I'm done with 3rd party on-line brokers where there is no recourse and no accountability.

Long story short, we kept going back and forth - she putting me on hold to check with Days Inn manager and she said they will not refund me. I hung up, called Days Inn and spoke to the manager named Bob. He said he doesn't have a problem refunding me but the reservation was made at ***. They try to pin it on the hotels. I called back *** and explained that I had spoken to Bob, the manager and explained what Bob said. They put me on hold again for another 15-minutes and said they spoke to Bob and he said there was no refund. Basically, *** is playing head games. We need to put these crooks out of business. Its all fraud; their web site clearly lies, and I lost $556.00. I told them I was giving them 1 month notice, which is clearly enough time to have someone else rent the room. I am trying to fight the charges. It's not $5.00, it's $556.00.

I was deceived, stressed, and lied to. I had migrains, and was pissed off.

After a heated discussion on the issue and a number of lengthy holds Phillip came back and said that he had corrected the issue and as an apology could give me a 10% discount on my reservation - he gave me a total after tax cost of $159.61 and for the inconvenience I would receive $60.00 hotel.com bonus bucks. In comes the confirmation, $218.38, at least it shows 3 adults on the confirmation sheet. I call back and speak to Skyne, she states that she couldn't do anything for me. I had accepted the bonus bucks this was my refund. I was willing to cancel at that point and should have in hindsight.

I was very upset at this point, ready to cancel my reservation, I asked to speak to Skyne's supervisor, so Cathy comes on the line. She would refund me the %15 percent she could see in the notes left by Phillip. Okay. so now the cost is down to $185.63. They will still charge my card the $218.00 but will also give me a refund of $32.75 to make us for it and an additional 20 bonus bucks They'll send an email stating the refund amount. So, in comes the new confirmation. It shows 3 adults and 80 bonus bucks now but has also been changed to 1 king bed with no guarantee on the roll away. I call back again. Giermo comes on the line. Giermo offers to call the hotel to see if they can correct the reservation. They can but they will have to bill me an additional $21.83, new total on the reservation $240.25, but he says... I'll definitely refund the $21.83 it will take approximately take 24 hours to process.

I feel like I have been ripped off. Hotels.com/ca charged my credit card $44.46 without authorization. I feel they have mislead me in numerous instances, lied about the amenities they were providing and have not provided what they were contracted to do. I would not use their services again. Those bonus bucks might as well be monopoly money for all the good they will do me as I would not use their company again nor would I recommend anyone else.

Needless to say, I didn't stay there and ended up sleeping on my friend's couch on Friday. "Sam" told me he would continue looking for a relocation hotel for Saturday night. He told me that if I found my own hotel (which I did within 5 minutes of being online), to book it and fax the receipt to them for refund. I expected a full refund for Friday, and all monies beyond the $89 I paid for Saturday as well.

I am currently on hold for the 20th time, wasting another hour of my life. So far, I have been told that that they cannot refund me anything other than what I paid to them--forget the additional expenses I incurred due to their error.

After we returned home, I spent an additional 20 minutes obtaining (I hope) a refund to the credit card of hotels.com fees. Another note, hotels.com was hoping to make a 50% markup on this room, as the owner did not charge anyone over $60/night, yet the motel.com charge was $213 for two nights, quite a discount over contacting the lodging provider directly, eh. I will not do business with hotels.com, until some acknowledgment of their error is made beyond an “oh well, we'll refund your money”.

I cancelled the Hotels.com reservation, was refunded the money and I booked another hotel at the last minute. Upon my return, I emailed Hotels.com with my complaint. Their response was a form letter (email) indicating they never read my complaint. When I followed up again, I got another form letter inappropriate for the inquiry. It seems like nobody is home. I will no longer trust bookings through Hotels.com and will now avoid the distress and frustration of dealing with unresponsive and incompetent service.

After complaining with hotels.com, I received a phone call from the Equipo de Atencion al Cliente, telling me they actually could change my dates (amazing on a nonrefundable booking that they had told me before could, by no way, be changed), but that they could not guarantee 2 beds. It was their "policy". Haven't I read it? Yes I had and thought it concerned the smoking-non smoking preferences or even not being able to guarantee a king size bed instead of a double bed, but that 1 bed or 2 beds couldn't be a preference: someone that is booking 2 beds is not available to sleep with his roommate or would have booked for just one bed, and that seemed quite clear to me!

I was then told that "Based on our telephonic conversation, I have contacted the hotel and placed a request for 2 twin beds. The hotel will do their best to facilitate it however, it is not guaranteed as it is subject to availability. I suggest that you make a request for it at the time of check in."

I once again insisted: "Please be reasonable. A 2 bed bedroom is not an option. Someone that chooses 2 beds is not willing to sleep in the same bed as the other traveler! Or they would have booked a 1 bed! For crying out loud: it's not the same as smoking or nonsmoking, it is sleeping in the same bed with someone else! I'm traveling with a friend but it could be a co-worker! And still: we're not that close! Please be reasonable and if you can't guarantee me a 2 bed at Indigo Hotel, cancel the reservation there and let me book some other hotel (which I'm betting will be much worse than Indigo), through you. Indigo won't charge you a thing (and if they do I'm willing to pay), you'll still be selling 5 nights and you'll have a satisfied client. And I'll probably pay more, since with only 20 days left. Chances are that rates are now much higher. That's still a good deal for you. Please, and once again, be reasonable: 2 people expecting 2 beds can't be informed at check that they're sharing a bed. You shouldn't have that option because it's not an option. If you don't allow me to book a 2 bed bedroom at another hotel, I'm sleeping at the floor and my travel will be ruined". They had no response.

Hotels booked the rooms non-refundable (cheaper) thus they only get what rooms are left over. Hotels put a note in the reservation that we would need 2 beds in each, but that does not guarantee we will get it (as was the case here). Due to this being an event weekend in Charlotte, no rooms could be found with 2 beds. Hotels lied about my reservation. It would take too long to explain how poor their customer service is. I will just say that I will never, never, never use them again.

I called Hotels.com regarding the matter and they first stated that I had not spent the nights at the hotels in question. I stated that I have receipts and if I didn't stay there, I should get a refund. Now, all of sudden,they find the records. Ryan, a manager, stated that he sees the records but they will not update because there are no tools available to CSRs to update my record to reflect that I stayed any nights at any particular hotel. The manager then went on to say that any coupon codes that are applied do not count towards the 10 nights=1 free night. I told the manager that I made the reservations over the phone with an actual person, who did not state that there are stipulations with using a coupon code. So they have procedures in place and do not inform the customer service representatives about restrictions nor does it mention restrictions in the TV/web advertising.

I feel that since I had fulfilled my portion of the "contract" in the program before the new policy was enacted, I should be rewarded for what was agreed upon when I signed up for the program. Hotels.com should, at the very least, be grandfathering in the customers that completed their paid nights before their new policy came into effect. They have alienated their customers, and I will no longer be using their service. I don't know if a class-action against hotels.com has been initiated, but there is a large base of plaintiffs and surely a big potential payoff for the attorney who can win this.

On my itinerary print out, I noticed that it said "standard" room and not the sleep number deluxe, so I call the hotel (the Radisson). Of course they argued with me, saying that the Sleep Number Deluxe was more expensive and that this was not what I had selected on the website. To ensure I was right, I pulled up the website again and then called Hotels.com. I was on the phone for 1 hour and had been hung up on by two different Hotels.com customer service reps before getting to someone who came to the conclusion that their website was "incorrect," yet nothing was reconciled regarding any sort of refund discount or whatever. The only thing that they could do was "ask the Radisson" to change our rooms but could not guarantee us anything.

I feel like I was completely "hosed" by Hotels.com and that this was a big scam! It has left a bad taste in my mouth both in regards to the Radisson and the Charleston trip all together. Although I have not actually taken the tri,p yet I am so far expecting nothing but a miserable trip. I wasnt even given any kind of discount from Hotels.com for their mistake. Horrible, horrible customer service and I will never again book through this website!

Fast forward to 5/9/2010, still no refund in my account. I called the service center again. This time, I spoke to a Jennifer. She told me she would have to get the refund approved since it was a large refund ($1,700), so she put me on hold. A few minutes later, she came back and said that the refund would be sent to my bank in 24 hours, then it depended on how long it took my bank to process refunds. 3 to 5 days was her estimate. She said I would be able to contact my bank, and they would see it processing.

Then on 5/13/2010, I spoke to my bank; and they had not seen any sign of my refund. Luckily, I work just 2 miles down from the corporate office in Dallas, Texas. I went to the office building at 11am to talk to somebody face to face. I arrived at the luxurious high-rise hotels.com building, walked into the building on their beautiful marble floors, and headed to the 4th floor. I then stepped into the fancy reception area, complete with a 40-inch flatscreen television, and explained to the receptionist my problem. (I see now how they can afford such nice amenities since they constantly rip people off.)

She told me that there is nobody physically there who could help me, but she took me over to a phone and called the service center herself. She then said that she was calling from corporate and a customer on the line who needed help. I got on the phone. It is William this time, and I explained (yet again) what my situation was with the refund. He apologized about fifty times, put me on hold to ask a supervisor for approval, then came back on the line. William told me that he got the refund approved and that it would be sent to my bank by midnight. I thanked him, and I thanked the receptionist for their help and left the office.

I headed back to work feeling half-relieved and half-skeptical, since I have been told many times I would be refunded. When I arrived back about 11:30am, I checked my email and was shocked at the email I received from them. It was a refund verification email, with the date, refund amount, and account holder's name, stating I was receiving a refund. I had no idea these refund verification emails even existed.

I supposed the key to actually receiving a refund with these people is to go straight to their corporate office. I am lucky I had that advantage. My next step was to dispute the charge with my bank. If that didn't work, I was going to send a letter from my attorney. I work in a law office, so it would have been free. I just want people to know that they have other options then just calling that ridiculous excuse for a customer service center.

Also, if you do call them and they promise you a refund, a change of date, hotel, or anything, always ask for email verification. That way, you can dispute the charge with your bank and have proof that they promised you a refund. They will try to tell you that your confirmation number is your itinerary or the cancellation number you used; that is complete crap. In reality, they are liars and scammers who don't want any sort of confrontation with you, so they tell you what you want to hear when they really have done nothing to help you.

I hope this post helps people who are dealing with this terrible company, and I hope people considering using hotels.com will read this and be warned. I will never use this company again. It's lesson learned the hard way.

We paid a lot of money for our rooms; then when I called them to complain and relocate they did not apologize, they were really rude to me and acted like they were doing me a favor. They said it wasn't their fault that the hotel decided that they could not accommodate us and 400 other people! Then I called the hotel and asked about rooms and they told me they were not overbooked and they could book me a room right now... but for double the price.

Then the reservations person, Laurence, told me to always make the plans through the hotel only so they can guarantee our rooms. Why would our rooms not be guaranteed through hotels.com! This site is a scam. They said that they can get people great rooms at low prices but they can't. This is not the first time this has happened either. I have heard it from others, I just didn't think it would happen to me for some reason.

Next time make reservations through the hotel itself! Do not use this site or expedia.com. We are not getting our deluxe suites and we are not getting smoking rooms in the hotel of our choice. Also the hotel they are relocating us to, is farther away from the ceremony we were traveling for. They will switch your room for something cheaper last minute, that is why the prices are cheap- because they have no intention of giving you that room. It is a scam.

I spoke with my bank and they told me Hotels.com had to remove the authorization request and my money would be back in my account as soon as my bank's system updated. The next day, Hotels.com removed the requests for the money and everything appeared to be OK. When I returned home, I was able to check my account again and Hotels.com had actually sent through one of the 4 requests and withdrew the money from my account of the reservation they cancelled. I called Hotels.com again on April 25, spent an hour on the phone and they told me it would take 24-48 hours to refund my money. It's now April 30 and they still have not refunded the money.

I spoke with yet another customer service rep and I was told it will be refunded by tomorrow morning. If anyone reads this before using Hotels.com, be careful. Watch your bank account closely to make sure whatever your reservation amount is, is the only amount withdrawn from your account. Lastly, when I asked their customer service reps where the home office is located, they told me they are not required to tell me nor would they tell me. I find that odd that they can't and won't tell me that information.

I again sent another 2 emails; again, they gave computer-generated replies. I sent through the site; again, no reply. What really annoys me, besides the fact i have had no response, is the fact they have already debited my account. How they can debit me without giving me a confirmation or the courtesy of a reply is beyond me. In the past, we have been satisfied with their service. But now, they have gone over all norms of fair business practice.

I believe their tactic is to send you computer generated emails saying they are very busy and will get to you sooner or later. Of course, they never get to you and hope you'll eventually go away. Loss of a small amount of money is the consequence. The real issue is that at the best Hotels.com is not operating this business in good faith.

Well, I arrived well before midnight the next night and my room was canceled, the hotel said that the room was canceled because I didn't show up the first night. Although, I was assured by Hotels.com, that my room would still be available, it was not. I was in Alabama and I live in Ohio, I do not know anyone in Alabama. Fortunately, another guess did not show up by 4 PM and I was able to purchase that room thru the original hotel.

We then had to change our plans so that we could go to Florida right away. Although there is a no cancellation restriction, and under the circumstances and because my mother is on a fixed income I called hotels.com to try to change the reservations. I was told by Chanel at hotels.com that we would need a copy of the death certificate first. Because we did not yet have the certificate, we had to make other hotel arrangements. We felt that when we obtained the death certificate we would fax it and my mother would receive a refund.

The funeral home faxed the certificate and when we returned to New York on 4/12/10 I called to see if the certificate has been received. I was told that Mr. Shaiar *** had denied to credit my mother's account. My mother is on a fixed income and cannot afford to lose $365.00, not to mention that the request was made due to a death in the family. I would like someone to help my mother receive her refund. This has been a financial hardship for my mother as she had to pay for my uncle's funeral as he had no insurance. This can all be verified by the funeral home.

I told them that it should have been only for one room. So I called Hotels.com and asked what happened, they told me that they had a global glitch on there computers and saw that they had 5 reservation under our name. They said they would fix it and make it only one reservation. We said okay and that was it. But I really didn't like what happened, so I called my bank to see if they charged me and guess what, yes, they did, 5 times and well let's just say it was all of money I had in my account was all gone! Called hotels.com to settle all this and told them what happened with my bank account. So I just canceled everything with them but they still charge me for all 5 reservations.

They called them again and they told me that it was my bank's problem. LOL, can you believe that? My bank called them because it was posted on my account. I and my bank settled it with them on the phone Thanks USAA, but I still didn't have any funds in my account for 5 days, I had to live off 15 dollars I had in my pocket. No money in my account for 5 days because they made a mistake. Didn't go to my friends wedding because of that and had to borrow money just so that I had gas in my car to commute to work. The stress of not being able to do anything and heartaches and headaches of missing everything I wanted to do that weekend.

We arrived at the Comfort Inn Aviator's Lodge on the 17th. On the evening of our 6th night there, we received a visit from one of the ownership partners of the Comfort Inn Aviator's Lodge, a Mr. Jonathon **. He announced himself by rudely pounding on our door (room number 11). Upon opening the door, Mr. Jonathon entered our room, demanding my credit card and stating that Hotels.com/Expedia.com had not forwarded the funds and that he was sick and tired of this happening, indicating that this was not a uncommon occurrence.

Mr. Jonathon implied that if I refused to give him my Visa card, we would be ejected from our room immediately! I tried to reason with Mr. Jonathon, showing him the Hotels.com payment deduction from my bank statement and the confirmation number I received from Hotels.com. But Mr. Jonathon was unsatisfied and remained unreasonable.

Due to the late hour and as we are both senior citizens, I complied and gave him my Visa card. The following day we checked out and flew to Brisbane, never to return to South Australia, never to stay at any Comfort Inn again, and never to use Hotels.com/Expedia.com again. This incident completely spoiled our holiday that we had been planning for so long.

Life is a learning experience, and we hope others may learn from our bad experience.

I went next door to eat and looked over at the hotel and the shuttle pulled up two hours after my plane had landed. So I am awaken at 5 am by the dumpster 20 feet from my door. I said something when I checked out and he didn't know what I was talking about. So I called Hotels.com and after the runaround and getting put on hold forever, they would only give me $20 toward my next stay. I wanted them to take that hotel off their list and they said they wouldn't do that. Book through someone else. I wouldn't have booked through them but Delta recommended them and transferred me over there. Never again.

Long story short, the Philippines-based hotels.com customer service center is an utter and complete fake. The representatives give false names, put you on hold, and then hang up on you. If you call back and ask for the representative you've just spoken with, they'll tell you that no such person exists. They will tell you that they understand your problem, but will not help you solve it. After going through several circles of representative ** over the course of an hour (over what should have been a 10-minute problem fix), I was finally given to "Marvin **", the supposed top manager in the department who said he'd reviewed my problem, would fix it immediately, and would call back within the next 4 hours.

I never received a call back, the problem wasn't fixed, and when I called back and asked for Marvin **, I was told that no person by that name worked there. I have never experienced anything like this outside of street hustlers and con artists. Hotels.com is a complete fraud! I sorely regret having given them my credit card information, and will be monitoring my card closely. Beware!

When I got to the Inn at Pasatiempo, the front desk informed me that the reservation not only wasn't booked smoking room and they didn't have any, period. My reservation was also not booked as having a dog because they have specific rooms for people with pets but none were available. The agent never informed me that there would be an additional $75.00 fee for having a dog after I had asked several times if the price of $103 included all costs, taxes, fees, etc.

I am highly disappointed in Hotels.com for having an employee with such a lack of respect for me and only being concerned in making the sale of my booking a reservation. I chose Hotels.com over every other company but never again will I make that mistake. This was supposed to be a little getaway for us after almost 4 years of not having had any vacations at all. It was a frustrating day especially in this economy with very limited money.

I called them right back, and they said they can't retrieve the old reservation. I have to cancel the crappy hotel from the second reservation too. And now, they also canceled the Barcelo Maya Palace reservation. I want this Maya Palace Deluxes, because others of my friends stay in this hotel. I never want to change to different hotels from the beginning.

They made the mistake on my reservation and didn't fixed it. I called 3 times and sometimes have been hung up on in the middle of conversation. Anyway, I don't have any reservation from them now. But I advised you to not ever book through hotels.com. When you try to cancel or anything happened, they will not solve your problem . Just please don't book to their website. They put me from 5-star hotels to 3-star hotels in Cancun, which I found that 3 stars in other website is just $700 less than their website. Booking to their website is a big mistake I ever done in my life.

I noticed that I had only put "1" person, and wanted to change this to "2" to be honest. I read their cancellation policy regarding cancelled free nights, which stated that the free night would be returned to my account when I cancelled the night. I did and then the free night still showed as used. I called the Hotels.com customer service and spoke with someone who said that it would take 72 hours to receive my free night credit back into my account. I explained that the policies would change on March 9, which was in 1 day, and could they please either note on my account that I had earned the rewards prior to March 9, or cancel my cancellation, or get my free night credit before March 9. He said nothing could be done. I also informed him that there was nothing on the cancellation policy that said there was a 3-day waiting period to get the free night back into your account.

I asked to speak with his supervisor, who was very curt. When I asked, "Is there anything you can do to help me?" His response was "No". I couldn't believe how unhelpful a customer service representative was being. Several times I asked if he could help in X way, and his reply was always "no". I asked if I could be compensated for the loss, and he said "no". At least the original guy had offered "small vouchers" that I've heard about from other complaints about Hotels.com.

Also, I asked the second guy when exactly the switch of policies would take place-- March 9 night or morning. I asked specifically March 9, 11:59 pm and he said yes, that was when the change was (in case I would receive the free night credit back sometime on March 9). This was a lie or at least very misinformed, as I checked Hotels.com today (3/9/10) and there is no mention of the previous rewards program. This costs me $300. The free night was worth $400 prior to the switch on 3/9/10. They refused to honor my free night that I earned prior to 3/9/10 and thus the value of the free night has now gone to about $100.

My last interaction was on 27.02.2010 with Uday, when I was again informed that due to some technical glitch my refund had not been processed yet. He intimated me that he had reconfirmed this with the supervisor, Micky. I have been told that he would personally look into the same & ensure that I would be refunded my money. He also apprised me that my case had been forwarded to the management for a speedy resolution. Prior to this, my interaction was with Obaid on the 15th & 16th of February.

There again, I was informed that due to some technical glitch that nothing had happened. On the 15th, I had also spoken to Shruthi & Hassan, the Supervisor, who had promised to revert to me within 2 hours & I have never heard from him yet. All my attempts to reach him again have also failed as irrespective of the time that I call, he is never available. Similar was my experience with Micky on the 5th of February. He had committed a refund within 7 working days, which I have not received, nor have I been ever able to speak to him again. On the 16th of February, Obaid reassured me that he had done the needful to process my refund. He informed me that I would be getting a full refund & that this would happen within 7 working days.

Now, Uday informs me that again this has not happened. From the 5th of February, since I am tired of listening to these constant excuses, I have been requesting that if they have a problem refunding the amount to my card, which I do not know why they should have, then to please send me a check. I do not believe that it can take 75 days to sort out a technical glitch. The fact that no one to date has bothered to call me back to apprise me of the delay if any itself shows, that possibly there is no intention to refund.

Even in previous interactions with their executives / supervisors on 25th December, 5th Jan (Joy), again around the 15th or 20th of Jan and so on, all I have been hearing is an apology and an assurance to process within 7 working days and follow the issue personally. If ever some one has committed to call me back, it has never happened, which is why after 2 such incidents, I have been promptly calling back if there was no feedback.

When we entered the hotel, they made me give my credit card info and form of photo ID in order to access my reservation and informed me that there were three reservations. I asked to speak to a manager and waited in the lobby for over one hour. They never got the manager and charged me for three rooms. I have spent hours on the phone with Hotel.com and they have done nothing and say they will do nothing. They put my family in danger and fraudulently made reservations for me. The monetary value is $313.98 plus the $200 for the hotel I had to walk into at the last minute. The emotional damage to my children has left them with nightmares and upset about their trip to Israel and their heritage. This was supposed to be a wonderful and spiritual trip and has turned into a horror for my children.

I asked to speak to a manager and was put on hold for over 10 minutes and then was told the manager was not available. I called back again and the only solution is to cancel the reservation and make a new one and wait for my first reservation refund of $1700+. I find this totally unacceptable, I am presently holding reservations with hotels.com for 2 other hotel stays and will never use hotels.com again. It sounds extremely fraudulent that you cannot make a correction to a reservation that is 2 months away.

When asked to speak with their supervisor, they will instruct the consumer that he/she is on another line, put you on hold and never return. (You can experience being on-hold indefinitely I have held for up to 70 minutes before finally giving up). When asked for another number to call, they will give you a number that puts you back into the queue for the Customer Service Center. When asked to speak with the person you were speaking to before they will never know who that person is or how to get in touch with them. When asked to check with accounting on when the refund was processed they will require your credit card number even though they have all the information concerning the reservation and cancellation numbers.

If you express concern in giving this information to every Customer Care person you have spoken to, they will inform you then they cannot help you. I now am concerned about additional fraud charges being made to my credit card. They will then tell you they are going to contact accounting, will put you on hold and never return. Ever since making a reservation on February 6, 2010 and cancelling it on February 8th, I have been pursuing a 1,542 ($2,150) refund to my account. I have spoken with fifteen (15) different Customer Care representatives over a 17-day period, and in each instance have been put on hold with the representative never returning. I have waited on hold for up to 70 minutes and over 3.5 hours in total (from Germany to the US as none of their International numbers work).

I still have not received a refund and have been told by my bank it will take up to 6 weeks to get a refund if I get one. In view of all the other complaints against this company, including but not limited to bait and switch pricing, double billing, and failure to honor published promotional prices and promised discounts all resulting in over-charges to the consumer - when accompanied with a pervasive failure to promptly refund the overcharges it becomes clear that this policy of holding customers funds is deliberate. I call upon the States and US Attorney Generals to investigate these companies and take action to protect consumers from this abuse.

When the balance was not returned to my account 4 days later (today), I called to find out why. I was told that I should not have received a discount (despite the fact that I had their email with the promotion details on the confirmation page). After some choice words, I was offered a $50 travel voucher. I agreed to accept this stating I would use it tomorrow for my business trip, and then be done with them. Well when this little twit of an agent returned to my call, she stated that I could expect it in 4-6 weeks! What did I just tell the ** about when I would use it? I stated that this was unacceptable. I was out of patience, and I wanted my ** money back now, and to put her supervisor on. She hung up on me!

So upon calling back, I demanded for a supervisor, who strangely sounded exactly like the same woman I had spoken to on the other occasions. She got a little attitude when she was telling me I had accepted their stupid voucher already, (yeah witch that's why I'm calling, your minion hung up when I said no dice) and went through the same ** I had already gotten from the other girl. She began to raise her voice and talk over me, which was not how this conversation was going to go. Finally, they agreed to credit my card back the 1 night. Fine, I said. I'd like a confirmation email. "You said you had the confirmation" was her reply. "Of this conversation" **!

I was told "yes, you will get an email". 3 hours later, no email. I assume I'll be going through the same ** in the coming weeks/months as the other posters here, to get my money. Well the squeaky wheel gets the grease! FYI, with respect to the staff at the Days Inn Lafayette on University who were very nice, the place is a dump! I wouldn't recommend it to any traveler who wasn't looking to score some crack, and get high in a dirty, nasty hole in the wall! Really, I stepped on a pipe getting out of my car after work! We'll see what happens as far as restitution. I'm not holding my breath, but I won't be backing off either!

Needless to say I was extremely upset. Now I have spent countless number of hours on the phone trying to rectify the situation ** has put me in. Being a single mother of 2 boys and trying to give my son a decent birthday without breaking my pocket, I can not see myself spending close to $400.00 when I was anticipating $240.00. ** can not guarantee that I will get a refund because of the facilities cancellation policy. But they are more than willing to refund the $5.00 processing fee that I completely understood was non-refundable. I can honestly say that I have never been treated in this manner ever!

But here's the real clincher, they kept my money! They told me that it will be up to 30 days before I get it back. I am livid! This is a lot of money to me. They are making money off from my money for doing nothing! They instantly took the entire stay out of my account and then told me that they do not have a room for me and they will not give me my money back for up to a month! What a scam! Oh, to top it all off, I've called them 3 times now trying to get an email confirmation of my cancellation, and each time, they tell me it's on its way. Still no email.

So I got involved and I told them about the Marriot and if I showed them proof that she stayed elsewhere, Frederick stated he they would credit the account. Then I received a call from Mr. B. who refused. Along with being charged $311.00, my wife had to go to a Marriot where $406 had to be paid so she and the kids can stay comfortably.

The Ocean Breeze told my brother he could leave his Mercedes in their parking lot since they had caused us such a hard time, but that night, they had it towed away which cost my brother $250. It was horrible and Hotels.com was horrible. I have always used them, but I will never use them again. From now on, I am going to try Priceline or Orbitz. Thank God, the hotel they put us in was so nice and really made us feel like humans.

I called **** and I spoke to Sam who spoke to me for 2 hours and 20 minutes and he agreed to refund the difference of $73.95 for the remaining nights of my stay and cancel my future reservations. He also offered me a reservation in another hotel for the same price however, the trick was that I had to repay for new booking and the refund can take anywhere up to 30 days. After 2 hours, he told me that he cannot get through to someone in the new hotel to discuss their cancellation policy so he will have someone call me the next morning. Nobody called me again.

I called again and I spoke to Joseph who I had to explain again everything. Whilst trying to solve my problem, he said that he needed to reboot his computer so he will call me back which he didn’t and after several attempts, I managed to get through Joseph again and he told me that he could not get through me because he didn’t have the right number although in the same conversation, he reiterated my number again which means he had it on file and then he wanted to do a double booking prior to canceling my old ones and then he told me that according to the cancellation policy, I will not be able to cancel my reservations. He also told me that although the online booking says that no child is allowed in the room, he has spoken to the property manager called Clayton and he has agreed to let a child stay in the new room.

I refused to book the new hotel unless he can give this to me in writing which he denied, as his system doesn’t let him do it so I requested to speak with his manager and apparently all his managers and supervisors were in a meeting. I did not go ahead with the reservation and Joseph told me that his supervisor will contact me within 1 hour. So far, she has not contacted me. These guys are as dodgy as anyone can be and I think since so many people have complaint against them, there should be a class action for unethical and bad business practice. At least, I would like to explore legal options. If any attorney is reading this, please contact me to discuss my options. Any other reader who has been through this can also contact me on **** if you are interested in a class action.

Funny that when he tried to transfer my call, it dropped. Finally, I was able to speak to Silvia from an out of state customer call center who told me that there was no way I could cancel the previous reservation in spite of what David told me. Mind you, there are charges over $1,200 on my credit card for a stay that is supposed to cost $561. I told Silvia that this was unacceptable and that even the cancellation policy stated that "Cancellations or changes made before 3:00 pm (Eastern Standard Time, US and Canada) on Dec 31, 2009 are subject to a 1 night room and tax penalty." I am not canceling this reservation the day of the stay! I am canceling 12 days in advance and that this was not my initial intention to begin with.

All I wanted was the reduced rate and participate in Hotels.com advertised price match guarantee. She told me that I did not understand the cancellation policy and that I needed to pay $325 for canceling the reservation. I insisted that I was not the one who had double booked on purpose and that David was just too eager to have me double book under the false pretense that everything would be taken care of. The call dropped. I called 3 more times, only to struggle to find someone who spoke English because my husband does not speak Spanish and I was so upset that I was crying and he insisted on taking over the telephone call.

Finally, my husband was able to speak to Ana who spoke English. She agreed that the first reservation could be cancelled without a penalty but that it would take up to 30 days to receive credit of $651.88 on my credit card. Great! Less money to spend on my supposedly wonderful New Year's trip with my husband. My trip is ruined. I am upset about the customer service and their deceitful practices. I was forced to double book. If you can't cancel a reservation 12 days in advance without being penalized, when can you cancel?

I booked a hotel through Hotels.com for two nights stay starting the Friday. I booked the hotel on Thursday. Within hours of my reservation, I called Hotels.com to change/cancel or credit me because my corporate agency had booked a hotel at another location. Hotels.com were given a window of few hours to find a resolution. I called Hotels.com offices to cancel or credit me for the W Hotel and I spent good part of the day on my way to the airport being put on hold. I was made to wait and wait. I called literally 6 times. The customer service people, whoever they are or wherever they are located, in Bangladesh or in India, had no idea what they were doing and I had difficult time understanding them. They put me on hold and read from a scripted line. My cellphone was continuously charged. I spent literally two hours because every time I spoke with one person, it took them 20 minutes minimum and no resolution.

Before I got on my flight, I spoke with a Hotels.com representative who spoke English. He said he will call after he finds out more details. When I got to my hotel at Ritz Carlton, in which my corporate department had planned my trip, I called Hotels.com's office with the opportunity to discuss canceling it or crediting me. I also got his name. For duration of about 7 hours, no one from their office called me back. Nothing was done and no resolution was made. And the longer I was forced to wait, the more critical it was to make any type of arrangement for credit. I was charged for a stay that never occurred. Their office and website act as an intermediary and there is no way to contact the hotel directly. I am forced to go through Hotels.com channels and yet, they cannot resolve any issues and if they act as an intermediary, Hotels.com has an obligation to provide the essential services.

The hotel said they could not give me a refund and if I wanted one, it would have to be through Hotels.com. So, I spent a couple of hours on the phone with them, ruining my one night in New Orleans. Of course, I got no satisfaction. So when I got home I spent more hours talking to their "hotel experts" and supervisors and was constantly being put on hold while this horrible loud music played. Another reason this took so long was that the people I talked to all had very heavy accents and I had to get them to repeat everything two or three times. No one seemed to give a fig about what was their mistake, and the only compensation I'm supposed to be getting is 80 hotel "bucks".

Long story short, they did reverse the charges but what ticks me off the most is that the whole time, the supervisor kept on telling me how lucky I was that I wasn't going to be charged on my account. "How lucky I was." Verification, remember that. When it comes to Hotel.com, verification means they are billing your account right then and you don't even know it. Thanks a lot Hotel.com, I'm so lucky.

Hotels.com tells me that the supervisor of the hotel is the one that needs to assess the charges and the supervisor of the hotel tells me that hotels.com is the one who needs to refund the money because it was booked through their agency, not the actual hotel. Several agents who don't even speak clear English have put me on hold several times, each time consisting of more than 30 min. I was also told by 2 agents and one supervisor named Sergio that we would receive a refund because it was an error on hotels.com's behalf. I am still on the phone, on hold once again, trying to speak to a supervisor. This was our first experience and will be our last experience with hotels.com.

He put me on hold pretending to talk to a supervisor and then came back and said that the supervisor was busy, but he could make the refund because the supervisor gave him the okay. This reeks of boiler-room antics. Both times I booked through them I got the room directly across from the elevator (noisy). Result? You can probably do just as well, or better, with a direct call and if something goes wrong, you'll have an easier time not dealing with imaginary supervisors.

Can you please help? The passenger will not be allowed to board the plane from DCA to BNA and will be out of pocket for air $267.91, conference cost plus hotel in Nashville, $800. This is a counseling conference. She will lose CEU credits necessary for her practice.

I called the hotel, and they said I had to go through hotels.com. Bottom line: I have $900+ on a credit card that I may not get back. Hotel is not sympathetic because it is their rules. Hotels.com has no compassion and poor customer service. I was told by one representative that basically, it was my own fault and that I agreed to the rules. I agree only with that part. It was my fault for dealing with Hotels.com. Never, ever again! Buyers, please beware of a serious rip-off. They must stay in business by taking your money.

I've spent hours on phone and will be charged over $900. My blood pressure had drastically increased, I have lost at least one night's sleep (may not be able to calm down tonight either), and no resolution.

First off, I did not make the reservation after I called to inquire about it! Why would I do that? To wind up spending more money than I wanted to? Their problem was that their customer service rep didn't know what he was talking about and the supervisor who was supposed to help me get a better experience did absolutely nothing to do that. In fact, the supervisor Jackie said that she would cancel the reservation and she did not. I got charged the fees for all three nights and am now left to fight it with my credit card company.

This transaction was illegal. They did not have authorization to remove funds from my account. At no time did they say, "All of our reservations are prepaid" or "Do you authorize the charge to your credit card" or anything that would indicate the funds would be removed. The number one problem with their service is that customer care does not speak English! I would love for an attorney to contact me about this complaint. $12.00 NSF charge to my checking account. I had 3 hours of my life spent on the phone getting the 2009 version of the runaround!

From 7pm to 9pm, I had to look for an unbooked hotel on my own because Hotels.com who was supposedly also looking failed to ever call me back. Once I found an obviously more expensive hotel room far from where my conference was, I was given a $100 coupon from Hotels.com (after talking to 3 supervisors and crying into the phone). I never wanted anything to do with Hotels.com again, but because of the coupon I had to deal with them again.

I tried to apply the $100 hotel coupon to an upcoming overnight trip I had. I called instead of booking online so that the telephone representative could assure me that my money would be reimbursed with the coupon. She told me exactly what to do and I booked my hotel, but they never reimbursed me with the coupon - instead they sent it back to me. They claimed it was not a prepaid account - even though the Hotels.com representative had assured me it was!

I then ended up calling and talking to the telephone representative's supervisor's supervisor. I, eventually (after 45 minutes), was told I would receive a $30 reimbursement, after I realized this company cared nothing about customer service and I wouldn't get more. So now, after two horrible experiences with Hotels.com, I still have to deal ith them if I want my money back. Stay away from Hotels.com!

Hotels.com stands behind me 100% and they are involved and know the steps I'm taking. The resort just keeps making excuses on why they can't get back to us. We are being avoided. I read reviews from previous customers and they, too, have had the same issue but did not follow up on it. I am going to do whatever it takes to stop these crooks from hosing the working American. It's not fair to work all year long and book a trip for my family and then get the shaft.

For a business trip that was changed, I have to explain to the budget dept why $503 will still be charged for a trip that never happened. I only cancelled the last day of a 3 day trip and still they were going to charge me for the 1 day that was cancelled!

Spoke 2 times to hotel.com representative and was told too bad nothing they would do. I asked to speak to manager and was put on hold 1 hour and 45 min and never was able to speak to anyone. They kept all my money and said that they would refund all but $168.45 but it could take up to 30 days.

I have lost as of today$ 504.45 to Hotel.com. If they reimburse me as they said I still have lost $168.45 all of not cancelling a day before I even made the reservation. I cancelled a full 24hrs before the day booked to stay. Please help me and warn everybody about this scam. Also I didn't receive any discount on room because I booked through Hotels.com I called Hotel Radisson and was quoted the exact same rate as I received from Hotel.com.

Since I traveled by train, I was also concerned about the proximity of the hotel to the train station since I'm traveling with children and have trouble with my legs. Granted, this may have caused some limitation on hotel availability. But before I asked for a hotel close to the train station, I asked for one close to downtown Wisconsin Dells. She told me that the Indian Trails Motel was the closest, that was a lie because the Comfort Inn was about 3 or 4 blocks away.

But my biggest issue is this, first, I was not informed of their booking fees, which turned out to be $9.95 multiplied by each night of my hotel stay. I booked a three night stay. Second, the hotels.com rep gave me a different price than I was actually charged, I didn't find out until I got my bank statement. I repeated to her what I thought she said, she corrected me and I wrote it down with the hotel information. I thought it was really low price quoted, but I figured it was most likely due to my affiliation discounts. When I saw a different charge on my account, I thought, okay I must have misunderstood what she said.

And last, but not least, I was never made aware of the type of motel Indians Trails was, mistake on my part. My first clue should've been the word 'motel'. But even from their website it didn't seem so bad. Wrong! We just arrived yesterday evening, by 9pm I was ready to go home! I even called Amtrak to see if we could leave early. I'm stuck here until Saturday and I hate it! The motel is a campground style motel, which is fine if you want to go camping, I don't. The room looks like the type you stay in for one night or the kind a couple goes to for a quick thrill, if you know what I mean. They have Game Room, Laundry Room, free internet access and a telephone in the room listed as an amenity.

The Game Room has three games of which two don't work shared by one washer and one dryer. I couldn't access the internet about 7a.m, the telephone has nothing but static on the line, my cell phone reception is at bare minimum if at all, and worst of all when we got here, I had to speak to the owner about the beds. Our room is supposed to have two queen beds, one looks like a full, which is also the same bed with unclean sheets on it. I found someone else's hair on the bed when I picked up my phone. That prompted me to pull the covers back on both beds. Upon doing so I found that sheets had not been changed and there was a popcorn kernel, cereal and some other crumbs on the floor near the edge of the bed.

The motel office closes at 10:30pm, but about 10:50 I needed help because the toilet needed to be plunged. My son used the toilet and it seemed clogged after that. When I finally got some help, the hotel maid and one of the owners I guess kept asking if I put something in it. It turns out that the toilet doesn't flush as it should. You have to hold the handle down until the water rises and then goes down, so if you do more than urinate in it, you're in trouble. He's a kid, what do I tell him, hold it until we get home?

My problem with Hotels.com is that they have deceptive practices, they are uninformative to their clients about the hotels available and they have poor taste. I didn't even get any type of reciept of charges made or confirmation of my reservation. I had to call them back later and ask them exactly what did they charge me for. Stupidly on my part, I didn't cancel the reservation when I could have then made my own reservation. But then, I would'nt have gotten all of my money back and there's no telling how long it would have taken to get a refund.

Now I'm stuck in a motel with a table pushed again the window to keep the curtains closed (we're on the ground facing the front). Now I need a vacation from my vacation and it's only the first day. At least Anna from the motel was nice enough to pick us from the train station. I'm upset and frustrated because the hotel is not a hotel or what I expected, but I will try to take the advice of my youngest and make the best of it since we're here.

To make a long story short we decided to cancel our reservation and return home. We cancelled the reservation in person with the hotel clerk and were assured there would be no penalty or charge. On August 23rd I checked my Visa account and found a charge of$132.63.

Calling Hotels.com I was told it was the Hotel that charged me and they would refund the money but needed the hotel approval. After being bounced back and forth between the hotel and Hotels.com I was told by Hotels.com that I hadn't cancelled the reservation until 7:30 in the evening and the hotel's policy is that to receive a credit you must cancel by 6:00pm. I told Hotels.com I had cancelled at 3:30pm and why was the hotel lying about the cancellation time.

As it turned out Hotels.com was the liar. On August 25th I called Kathy who is an associate with the Jameson Inn Support Group which was the hotel we had booked in Louisville. She explained that the Jameson could not credit our Visa card because they didn't know our number. She told me that Hotels.com sends them a percentage of the money they receive from the credit cards they collect and process. I would advise anyone looking to book a hotel room to book directly with the hotel you are interested in. Hotels. Com is a shyster company whose company operations are just above the fraud level. I have yet to receive a refund and have file a complaint with VISA.

Extreme emotional distress

That's the problem then, without warning put me on hold. I hung up and actually called the Doubletree and checked their website. They are not a smoke free hotel. I called Hotel.com back and got another rep. As soon as I started to tell him about the problem, he became very loud and told me he knows I just spoke with someone else and she tried to help me but I didn't find that to be good enough. He was actually yelling at me. I was very angry and told him all I wanted to do is help them with the accuracy of the information on their site since for many travelers, being assigned to a smoking room would be a big problem. Seven minutes later he was still trying to find the hotel on their website. Again, there was a significant language barrier. He kept asking me to repeat the name of the hotel and the location.

Many minutes later, he said he was on the page and asked me the locations of the mis-information. I told him. He then in a very angry voice pointed out that there is a section far above the erroneous info. with and asterisk that states some amenities may be extra. Since when is checking into a hotel that allows smoking, when you don't want to, considered an amenity? I told him that there seemed to be a communication problem and I would like to speak with a manager/supervisor. He said, But you haven't completed your booking yet. I actually laughed out loud at him which prompted him to yell at me. He kept yelling over me. Everytime I tried to speak he would yell over me.

Finally he told me he would give me the customer care number and his employee number. The number he gave me was different than the number I dialed to reach him but actually took me right back to that call center. The next person told me she couldn't help me if I didn't have a booking number. She told me I didn't understand what I was doing since I was calling the wrong number. I told her a Hotels.com employee gave me the number to reach a manager. She asked me to describe the problem. I told her I would prefer to explain it to a supervisor since this story (as you can tell) was getting long.

She asked me if I wanted to book the room then we could work on the problem. I told her that she was not understanding what I was saying and that Hotels.com really needs to work on customer service. She hung up on me. I decided to stop and have realized that booking with Hotel.com would be a huge mistake. I am glad I learned my lesson before booking.

No damage was done other than a lot of frustration.

Well, I was in too much of a hurry to get a hotel and get going to check my email to confirm that the cancellation had gone through. But as it turns out, it did NOT, and I never received any cancellation confirmation email. So, on June 6, I arrive back in the states, check my account and realize I have not been credited yet, so I call hotels.com who tell me they had no cancellation, and wouldn't do anything for me. I also call the hotel who gives the same spiel.

So, hotels.com sold me a hotel in a different COUNTRY than I was looking for, and failed to process my cancellation, and refused any refund. I filed a complaint with the credit card company which got declined because of my lack of cancellation number. I would recommend that no one does business with hotels.com if they can't sell you a hotel in the same country that you are looking for, and who's servers apparently can't process cancellations. This is a total scam, and I will never do business with them again. $200 in hotel fees for a hotel I never saw.

I asked to speak to a supervisor, and had to wait 30 minutes until Claire came on the line, and told reiterated that they can NOT send me a written confirmation of the deal they had sold me. After I said that this was unacceptable, she offered to cancel the reservation and refund the $170.71 charge, as a one-time service, which I accepted. This morning, (Monday 8/4/08) I checked my credit card activity online, and saw that I had been charged teh $170.71 , but not credited that amount as a refund. Seems that HOtels.com knows how to take your money a lot quicker than they refund it.

I called them again to inquire about the refund. I asked for Claire the supervisor and was told there is no such person! The agent on the line would not transfer me to another supervisor, but gave me two conflicting stories: 1) to rest assured that my refund had been processed and would show up within 24-48 hours, or 2) After putting me on hold several times, for 5-7 minutes apiece, that she had spoken to the accounting department and her supervisor, and the refund had not yet been processed and would take up to 30 days to appear on my statement. I told her this was unacceptable, and repeated my request to speak to a supervisor, only to be put on hold for another 9 minutes, then hung up on.

I have contacted my credit card company to dispute this charge, and will NEVER use Hotels.com again, whose business practices I believe border on FRAUDULENT. They absolutely misrepresented the package deal I was being sold, would not confirm it in writing despite promising to PRIOR to my purchase, would not let me speak to a supervisor, kept me on hold for hours, and then claimed there was no such person as the supervisor I had spoken to.

A $170.71 charge to my credit card, which I will dispute, (I have not and will not use that reservation) HOURS of wasted time, aggravation and stress.

When we called the hotel to verify directions, we found it was the wrong hotel and address. The hotel was located on Rt 50 in Salisbury,MD. We asked to cancel the reservation, and were told by the hotel staff, that we had to call Hotels.com and cancel through them.

We called Hotels.com and Ms. Karen said she couldn't cancel our reservation, and to call the hotel back. We informed her that we were told to call her, not the hotel itself. Ms. Karen then proceeded to tell us we would have to pay a $618 fee to cancel. (This amount is the amount of the original booking.) We inquired about the fees being waived, as we did not make the mistake. Ms. Karen put us on hold for 22 min. We called Hotels.com back and asked to speak to a Supervisor. Mr. Max said he needed to know what the issue was before he could give me a manager. We explained the situation to Mr. Max and he hung up on us. We called back, using the same automation line, typed in our booking # again, and we were hung up on again. We then proceeded to call a different number. This number was for customer care, still with Hotels.com. Mr. Jeff also asked us what the issue was before he could give us a supervisor. We explained again what the problem was. Mr. Jeff apologized and asked us to hold while called the hotel.

After 30 minutes on hold, Mr. Jeff said he would have to cancel the reservation with the hotel and then wait for the authorization to refund us the $297.90 fee that would be charged to our card. He then informed us we would have to call back in a week to see if the authorization was approved. When we asked to speak to the supervisor who was giving him the information relayed to us, Mr. Jeff informed us that the supervisor would not speak to us. The (male) supervisor did not want to give his name either.

When we tried to clarify what we were being told, Mr. Jeff then transfered us to a another, Spanish speaking employee. We informed the gentleman that we do not speak Spanish, and he transferred us back to the automated system. We gave up, and hung up.

The whole amount of time took about 2 hours. We have no hotel room for the night, or the weekend, and we are being charged a $297.90 fee that may or may not be refunded. We now will have to fight traffic to get to Ocean City, where we will have to search for a hotel to stay at for, at least tonight. While spending our time since before 3pm on the phone, some of the other hotels we tried to call for reservations, said they had just sold out of all their room. We tried 6 other hotels. Had we not spent all our time on the phone with Hotels.com, we would've been able to find a different hotel.

In May 2008 my husband and I went away again to use these vouchers when I made the booking I asked the girl on the phone if it was ok to use these vouchers "yes of course she says". When we returned I sent them as requested to Hotels.com, after checking my bank account I noticed only $60 was on my account not the $120 they sent me to use! so I called and was told twice that it was being processed and I would have it by the 23rd July, of course it was not there so I called again and spent 3 hours on the phone after 75 minutes on hold I spoke to a supervisor and she said that they had lost the other $60 and would help me deal with this , then my phone died, so called again and spoke to a supervisor Alex G. he told me that $60 had been voided , as I explained to him I was not told this and on the vouchers(which I have a photo copy) there is no void on them, he would not help me so I asked to speak to someone higher up, what a waste of time. he told me case was closed and when I told him about the time on hold " said not there fault was mine",

so as you can see I have had a nightmare with this company and will never use them again. I used to work in customer service and know the standards you should represent for the company you work for, however I have never dealt with such an unprofessional rude customer service. I was and still am emotionaly upset. On that day I was so upset I was crying on the phone in the end as no one would help me and kept giving me the run around , my husband was going to come home from work because that company made me in to an emotional wreak.

To this day I can not beleive the way the customer service is there just thinking of it makes me start shaking. I know I am not the only person that has been insulted by Hotels.com and it needs to stop they do not have the right to treat people the way they do , these are people lived they are upseting that work hard for their money and deserve a vacation however long or short it is this is plain and simple WRONG. Thank you for your time on this matter it is really appreciated PN I called for the address and was just given Arlington Tx as they have many and not one fixed address

I talked to the room manager to cancel the reseervations because I was getting sick. The manager was strong and determined that he would not give me credit. He asked me to call Hotel.com bec. I booked thru them. I called Hotel.com and they were very nice to accommodate me but but when they talked to the Abby's Inn manager, he would not agree to give me credit.

I lost $400.00 for the 2 rooms plus I had to go to another hotel and paid again. I thought I could save and relax in my vacation but I ended up stressed out because of a hotel/inn operator who would not return my money when I did not even use their rooms. I paid for 2 rooms for 2 days but never used them. These kind of business establishments for the consumers should not be allowed to operate.

I would like my money back. It is a credit card and I used my American Express for nothing. My goal was to enjoy Disneyland as Californian, I got the 3 day discounted price which was a blessing but the business operator failed to understand the consumer's grievance. I hope I could get my money back from ABBY'S ANAHEIMER INN. I recommend that the place be checked for the health code reason. There is a big chance for transients to get sick!

When I received the confirmation email, the room that he booked for me was listed as smoking. I called to complain, but hotels.com would not refund my credit card. I talked to the people at the hotel and they told me that this happens very frequently when people use hotels.com to book reservations. I won't use them again.

$175 night in a smoking room, which in the end was not horrible. However, I was blatantly lied to by a hotels.com agent.

When we get to the room we noticed the bed was extremely low (around 18 inch from the floor)making it impossible for the person in the wheelchair to get in and out from this bed. I called the lobby and spoke to Eric, I explained our situation to Eric and asked if we could have a second mattress to make the bed a bit higher. After "checking" with housekeeping he said they did not have any mattresses available. I asked him how they could accommodate us and he said to cancel our reservation and go to a different hotel. I immediately asked to speak to his Supervisor/Manager he gave me Julie's (co-owner) phone #. I called her and repeated myself once again and she told me the same thing Eric did to cancel my reservation and find another hotel. I asked for a FULL refund and they said I had to go thru Hotels.com since I had made and paid for my reservation thru them.

I called Hotels.com spoke to Calvin went over the story, he put me on hold (about 45min) while he contacted the supervisor/manager from Touchstone Hotel. He was told by Eric they were not available until Friday morning, he said he could not do anything. By this time we had already booked a different hotel (booking #057774983) Vagabond Inn, Bayshore Hwy.,Burlingame (about 20 min from Touchstone Hotel) this new reservation was also booked thru Hotels.com. The Vagabond Inn accommodated us without any problems. The next day I called the Touchstone Hotel myself and asked to speak to the Manager, she happened to answer the phone her name is Collette. She was aware of the situation and said they could not issue me a refund because the reservation was made thru Hotels.com and they had to reimburse me. Again I had to call Hotels.com and after being hung up on 3 times I finally spoke to Trish went over the story with her I told Trish I was expecting a FULL refund, she said that was not possible they had to charge me for at least 1 night.

I asked her what it would take for me to get a FULL refund and she said that could only be authorized by the Touchstone Hotel Manager. Again she placed me on hold for about 20 mins. while she contacted the Manager Collette. When the Hotels.com representative came back on the line she said Collette was not in. I told Trish I had spoken to Collette prior to calling them. I took a second cell phone and called the Touchstone Hotel myself and Collette answered, I asked her if she had received a call from Trish from Hotels.com and she said no. I literally placed both cell phones in front of each other and had them talk to each other that way. Collette, Trish and I heard the same conversation.

I asked Collette if she would authorize Hotels.com to fully reimburse me and she said she did not have any problems with me getting a full refund, Trish then said she could not give me a full refund said they had to charge me for 1 night stay (even though I had not stayed at this hotel) she finally offered to issue a voucher worth $80.00. She said once I received that voucher I could submit it with the booking # 057320696 I was given for the Touchstone Hotel to get a refund for $80.00. She said my credit card was going to be credited the remaining $183.49 (total charges were $263.49) this happened 11 days ago and my credit card has not been credited.

I called Hotels.com today (7/15 @10:25am) and spoke to Olga, I went over the story again, she placed me on hold for 10 mins she came back on the line and said she had to contact the Manager from the Touchstone Hotel to confirm all this. I told her I had already gone thru this on 7/4 and was not going thru it again. Everything should have been taken care of by Trish, the manager (Collette( had authorized the cancellation and Trish was supposed to send me a voucher and credit back my credit card. She said she could not do anything that she had to go thru the same process, she placed me on hold for another 10min and I finally hung up.

This is not my first time going thru Hotels.com, I have NEVER had any problems with any of my reservations but this is unacceptable this shows the lack of professionalism this company has and it reflects on their employees. Throughout these conversations I asked to speak to their Supervisor/Manager they refused to get them for me, I know for a fact working at a call center that there is always someone superior available. All I want is my money back, that is all. Please advise. Finding another mover on June 30th for July 1 move.. the house was closing and had to be out.. was not fun.

On June 24, I called again only to be told the refund still had not been processed or entered in the system. The agent provided the confirmation number and assured me they were processing it that day. On July 8, I called again...same story... no record of refund having been process but assured me it was being done today and guaranteed the refund would show on August 11 credit card statement. I assured the agent that if this was not the case, I would have my credit card company handle it. Regardless of the outcome, I will never do business with Hotels.com again due to their negligence.

Out $72.22 since May 21, 2008. It is now July 8 and remains to be seen if credit will be issued on August 11 credit card statement per Hotels.com.

I do not understand why they need multiple departments for canceling reservations. Maybe our new on-line world is going through a Byzantine system era. The person in the right department agreed to send a confirmation of the cancellation. However, I've not received it yet.

$5.00 non-refundable reservation fee (I agreed to this, stupidly--you don't pay for reservations that you make through the hotel) and elevated blood pressure. Maybe more if the cancellation doesn't go through.

The next morning, I was on the phone for 2 and half hours till 11:30 am and guess what, I just went through the same circle all over again (I spent 3 hours the night before). Hotels.com just refused to stick to their promise and also refused to refund the night Jeanna promised. Our vacation was totally ruined - we planned to stay 3 nights so we can have 2 full days to tour the area. We had to cut it to 2 nights since we had to pay our hotel as walk-ins. Out of the only one days stay, we lost 3 hours dealing with those customer service rep without any results. The advisor that put me on hold was lying by tell me she was contacting the hotel yet my wife was down at the front desk waiting for half an hour and the rep never called the hotel.

Thus our 2-day vacation essentially became a half-day visit. Based on my reservation (I have all the emails and their responses) I should spend $104.51 for three nights and after I finished my stay, I can get a $50 gas card. Now I spent $155.04 for only two nights (I have to stay for the second night because the check out time was past while I was put on hold with the hotels.com customer service). So we used two days on the road and only get a half-day vacation. We could not go to the places that we planned to visit and promised to my kid. Plus we took a day off work just for this vacation.

Whats more is that hotels.com claimed that they have refunded the amount charged for my reservation. When I called my credit card company this morning, I was told that hotels.com NEVER refunded that amount for the reservation they cancelled without my knowledge! I'm fed up with their lies and if our victims don't unite and sue them, they will continue their scam and generate more victims!

A ruined vacation- direct cost: $155.04 room, about $120 gas, about 160 mobile minutes and 2 days off (my wife and I) from work. I was charged $104.51 by hotels.com for a reservation cancelled by hotels.com. Indirect loss: emotional loss and a tons of stress, I was especially exhausted on 7-3-08, after driving for 9 hours and then had to deal with the hotels.com for 3 hours with an empty stomach; so much disappointment for my child. We didnt get to eat dinner until 10:30pm on the night of 7-3-08 because I was dealing with hotels.com for 3 hours.

We reserved a room at travelodge through hotels.com. After driving 9 long hours to the hotel, we found out that hotels.com cancelled our reservation without our knowledge. So I talked to them on my cell phone for 3 hours and got 2 hang-ups after a long time of holding. Finally, an advisor named Jeanna who promised me that we can check in first using our own money and call them back next day to get a refund for the night when their accounting dept opened. The hotels clerk was involved in this time and can verify that.

The next morning, I was on the phone for 2 and half hours till 11:30 am and guess what, I just went through the same circle all over again (the same crap I spent 3 hours the night before). Hotels.com just refused to stick to their promise and also refused to refund the night Jeanna promised. Our vacation was totally ruined - we planned to stay 3 nights so we can have 2 full days to tour the area. We had to cut it to 2 nights since we had to pay our hotel as walk-ins.

Out of the only one days stay, we lost 3 hours dealing with those customer service rep without any results. The advisor that put me on hold was lying by tell me she was contacting the hotel yet my wife was down at the front desk waiting for half an hour and the rep never called the hotel. Thus our 2-day vacation essentially became a half-day visit. Based on my reservation (I have all the emails and their responses) I should spend $104.51 for three nights and after I finished my stay, I can get a $50 gas card. Now I spent $155.04 for only two nights (I have to stay for the second night because the check out time was past while I was put on hold with the hotels.com customer service).

So we used two days on the road and only get a half-day vacation. We could not go to the places that we planned to visit and promised to my kid. Plus we took a day off work just for this vacation. In these difficult times vacation is precious and ours became a total loss with so much frustration. Anybody wants to sue them?

A ruined vacation- direct cost: $155.04 room, about $120 gas, about 160 mobile minutes and 2 days off from work. Indirect loss: emotional loss and a tons of stress, I was especially exhausted on 7-3-08, after driving for 9 hours and then had to deal with the hotels.com for 3 hours with an empty stomach; so much disappointment for my child. We didnt get to eat dinner until 10:30pm on the night of 7-3-08 because I was dealing with hotels.com for 3 hours.

Bad Rooms, Wrong Area, Ruined Trip

So I had to cancel and find lodging someplace else (Memorial Day Weekend, so we actually just drove about an hour home.) HOTELS.COM said they would refund my purchase. After a month I called and they had no notes in their records of my cancellation! Had to go through the whole thing again! Was on the phone for about an hour. Finally, they said that they would re-refund my money! It may take up to (another) 30 days. We'll see! Just call the hotel. They can often save you a lot of grief, and usually are better at dealing with real people.

Damages: So far 365.88 and more pain and suffering than I cared to share.

I called hotels.com and asked to speak to a supervisor but was denied. Again, this sounds like a scam. I didn't use the room, i just put it on hold or thought I did.

Later the hotel finally had an availability for us and was able to give us a non smoking room. We get to the room and our key doesnt work, after several attempts with the maintenance man he then advised us to just call him whenever we need to get in...which was not going to work with me. Finally after several complaints to the front office they change locks. Worst saty in my life.

On the 27th when we arrive home, I place a call to Hotels.com customer service and spoke with Karen. I informed Karen of the stay and i spoked with Ceasar about crediting me $30.00 and she said she would get it approved after a couple of hours of being on the phone, she states that i should receive it at the end of the billing cycle in about 7-10 days or it could take up to 30 days.

Today 6/16/08 I called to check the status and spoke with Kay and she informed me that she does see a promise of $30.00 credited back to me. After placing me on hold for about an hour she got back on and informed me I wasnt going to get any credit back. She offered me some hotel boxes and i refused. I said i dont want any other offers than what was promised to me and she said im sorry I cant offer you that, after going in circles with her i asked for a supervisor and was hung up on. I called right back and asked for the supervisor and was hung up on again. The third call was placed and spoke with Lucas, told Lucas of the situation and was placed on hold for 58 min exact and got hung up, by this time i had already spent 2hrs on the phone trying to get someone it was now 9pm i had been on the phone since 7:15.

Finally the 4th call was placed and spoke with Eugenia told her the whole situatuion about the calls and hang ups and wanted some results, and was put on hold again about 9:30 she gets on and tells me im not able to get it back because i stayed the 2 days at the hotel and was offered some hotel boxes again and repeatedly said the same thing im sorry but all i can offer you are 80 hotel boxes mam she sounded like a robot. I asked for the supervisor and she said he wasnt available, i asked for him 3 more times and all she said was im sorry you will not be issued the $30.00 credit, I finally said I need to hear it from the supervisor, I was placed on hold AGAIN,around 10:15ish the Supervisor named Jose Chavez gets on and i inform him of all the calls and dillemas that ive encountered, he then quickly states there is no more they can do for me, all they can give me is hotel boxes, and there are no notes stating that i was approved for the credit in the first place.

I finally got corporates number after the 8th time asking for it and all he kept saying is there are no notes in here from the 24th stating you getting the credit. Its not about the money anymore its the principle of the fact that these people have no customer service at all, they talk over you when youre trying to tell them about the situation and they hang up on you and place you on hold for long periods at a time, and they really dont know the meaning of customer service....this was just the half of the story. I will never use them again and will not refer them to anyone. They are by far the worst people to deal with and have poor, poor service. I will be calling corporate tomm.

major stress loss of money

I have been charged an entire nights stay, $186.00 and did not set foot in the hotel.

I immediately called the hotel to be sure they noted that preference on my reservation. The hotel reservation clerk stated I don't know why they quoted you $129/night because we show the same room available for $109/night - same day. I immediately called Hotels.com back to get a refund because I thought their tactics were deceptive and may fall under the DTPA. I communicated my complaint to Mary who said she would connect me with a supervisor. I held for 30 minutes and no one came to the phone.

They overcharged me, gave me false details to get me to buy the ticket during the call and refused to deal with the complaint. Total damages $20 + TAX + surcharges.

People who are traveling should avoid using hotels.com when doing so because that as a commission is a ripp-off. I talked to the people at IAN and they said the motel should have not given me a receipt. I'm glad they did because that means avoid hotels.com when making reservations bookings. Thank you -

After fighting and fighting with the company she finally said they would refund the package. She put me on hold to get a reference number. I then got disconnected. So I called back in and with lady number 2, told me there were no notes in my account showing the agent as refunding the money. This new agent tried again to pull the same thing, that the flight was non-refundable and that it was not hotels.com fault either. I told her it was between hotels.com and the airlines. It was not my fault, I booked and paid through hotels.com. I authorized and paid hotels.com for the package. NO one else and that I was demanding a full refund She put me on hold for another 30 min. She came back to the line saying that she if an overnight flight was ok on the 11th or if I could leave on the 10th. I told her no it wasn't ok. We didn't want an overnight and we didn't want to loose a day on our honeymoon.

Finally after a total of almost 3 hrs on the phone with hotels.com they said they would give me a refund. But I had to mail in my paper tickets first and then they would process refund. Which they said could take 7-10 business days. I'm not happy with how long it took, the rudeness, and the fact I have to mail in my paper tickets and wait still that long for my money back on something they did wrong. 4/21/08 I'm not sure how to add anything further. But I called Hotels.com today because we still have not received our refund even though they told us as soon as we returned our paper tickets that our package remainder of $1377.44 would be refunded and was told by a VERY RUDE supervisor today that our money would not be returned because the airline was filing for bankruptcy. Even though we bought and paid for the package though hotels.com We NEVER authorized them to give our credit card information to the airlines to charge. We authorized hotels.com to use our credit card to pay hotels.com for the package, not hotels.com and the airlines. He was very rude and told me that we were not getting our money back and hung up on me.

WE will be calling our credit card company tomorrow. We need to know what to do. This is alot of money and who knows how many innocent people are giving their credit card information to hotels.com and they are letting people charge on their cards. This needs to be stopped! Please let me know status of my case. Also I just checked the number the first lady gave me for refunds dept and believe it or not...it goes to expedia.com

We have been paying on the 1377.44 on our credit card with fees and interest, its taking up credit that we need to pay for things for our wedding. It is alot of money. And I can't believe that they think they can claim they won't give me our money back because they airline is going bankrupt when I paid hotels.com for the package not the airline.

Did not receive the promised rate. Got charged the usual, web-quoted hotels.com rate.

The entire time I was very calm, even though I felt like screaming! After being hung up on, and waiting on hold for literally more that 2 hours for a supervisor, I was told, we called your bank and they said it was credited. Still not speaking to the supervisor I said ok, then called my bank who said only half was credited. I don't see how these crooks stay in business. I have NEVER had a worse experience.

It is unresolved!

I don't see how they crooks stay in business. I have NEVER had a worse experience.

I was making a reservation from the states to Canada and I did not make any currency changes. I was offered a $200 discount on a new reservation after cancelling the reservation (which they said might take up to three days on their end) and threatening legal action, but this was still more than the original offer. The hotels.com representative said that he did not know what the rate should have been when I made the original booking.

The more expensive rate that I was charged for the original reservation caused the credit card to be overdrawn, and a fee was charged. The credit card company asked for a cancellation number, which I did not get, and when I called two different people asking for one, I was told that it would take at least a day and that, about an hour later, someone was still working on my reservation that had already been cancelled. The issue is still not resolved. Worse yet, when I called the hotel, I found out that I had been charged for a room that had not even been reserved yet, and am paying interest as well. The hotel had no record of my reservation. Because I was traveling for a conference, it is likely that rooms will become booked quickly, as I know has happened in the past. Also, the terms of their service are in very fine print, often on optional windows. I wonder how they can charge for a room that has not been reserved with the hotel weeks later.

I had no option but to wander around at night with kids/family and find another hotel in this peak holiday season.