Hotels.com Reviews

It cost me an extra $70 for one night; the two nights was only going to cost me $250.

Finally I told them that I wanted a full refund or I was going to open a fraud claim against them on my credit card. It was at that time that the supervisor got on the phone and was incredibly hostile with me and basically told me to be quiet. Then she informed me that I could not get a full refund. I hung up at that point and I am going to go ahead and file the claim against them and get all charges taken off.

I am totally stressed out over this. I am pretty sure that my credit card company will do the right thing but I felt that I had been robbed frankly.

It was so bad that i could not check in but instead called Hotel.com customer services number and asked for another hotel. They said they booked me in another hotel three minutes away for an additional $300.00. I agreed and walked over to the other hotel and canceled the first. Got to the second place and they booked me for 4 days in september, two weeks later.

The hotel was full and my son and I were left with no place to stay that night. When i requested a refund i was told that the $800. for fourdays was tied up for 48 hours. My vacation was ruined. I ended up spending not the $560 dollars for four days but $1500.00 . In addition, I ended up spending over $200 for a car. I will never use them again. buyer beware.....

It has been more then a month since this transactions where done by hotels.com and no money has been returned back to the credit card but they did charge the package that was made in oder to correct there mistake.

The reservation was made on 5/18/07 and cancelled on 5/19/07, at which time I was informed that if I had not cancelled by 4/10/07 there was no cancellation policy and I would be charged the first night ($1,000)!!!! This is absurd.

Inasmuch as the card used to pre-pay for the two rooms is a debit card and not a credit card, I have no recourse. The hotel is not in agreement with this and says it is strictly hotels.com that is requiring this.

Hotels.com has a policy -- posted on their reservation page -- of charging a $25 change fee PLUS what they label as a 50% Cost of Stay penalty. Penalty for WHAT? For changing one's arrival and departure dates, but not the length of the stay.

I made an error on my arrival and departure date. I did not reduce the number of days I am staying at the property so nobody is losing any revenue. Hotels.com charges a service fee anyway and now I learn they charge more!!!

My failure is that I didn't read their fine print. Their fine print on the reservation page is clearly entitled CANCEL POLICY: Cancellations or changes made before 04:00 PM (Mountain Daylight Time (US & Canada)) on 06/15/2007 are subject to a 25.00 USD penalty and a 50% Cost of Stay penalty. Cancellations or changes made after 04:00 PM (Mountain Daylight Time (US & Canada)) on 06/15/2007 are subject to a 100% Cost of Stay penalty. No refunds will be made for no-shows or early checkouts.

And on their confirmation page that is sent to each customer following the reservation, they label this caveat CANCELLATION POLICY.

Because it was entitled CANCEL/CANCELLATION POLICY and because I wasn't CANCELLING, I did not read it. My reservation change wasn't capricious -- I made a mistake on arrival and departure dates.

So imagine my surprise when I received my credit card statement on 5/17/07 and saw (in addition to charges for the reservations I had made for our forthcoming vacation at the end of June 2007) two charges each for $212.24 -- penalty for changing our reservations.

I feel totally ripped off. The Customer Care person said there was nothing she could do about it -- that was the company's stated policy -- and of course my email request (since they do not post their mailing address on their website) for a refund has been totally ignored. I don't have a problem with the $25 change fee, but I DO have a problem with the 50% penalty.

I have lost a total total of $424.48 for absolutely NOTHING.

In my conversations with Hotels.com supervisors they request that I present proof of my $ agreement,knowing well that the only part of the agreement printable is the confirmation that they presented in pounds. I asked them to show me an offer on their web site for Americans negotiating payment in an American hotel in British currency. This is a hotel that we have spent each of the last 5 Thanksgivings at: We know their rates and would have never agreed to paying double .

At this point we did not have any other choices since there was a huge convention and festival in Chicago that weekend-and everything was booked. We booked the more expensive room at $200 a night so that we could have a one-bedroom suite. When we walked in we had an efficiency without a pull-out couch which is what we had already PRE-PAID for. There was also not a cleaning service for the three days we were there. Our air-conditioning in the room broke the next morning we were there (keep in mind it had been 95 in Chicago all weekend and we were on the 22nd floor).

Since there wasn't a front desk person, I had to call the security guard who called their maintenance person. This turned out to be a 20-yr old female college student (probably an R.A.) that didn't know anything obviously about fixing things. She then informed me she could not help us and that they don't have maintenance people on the weekends and she didn't understand why they would sell rooms to guests. So we were stuck with a hot unclean room all weekend. When I called Hotels.com, they put me on hold back and forth for an hour and said they would get back with me and never did.

There was also not even a blow-dryer in the room, so we had to go and buy one out of our own pocket. When I called back once we came back home, the Hotels.com person I spoke with was extremely rude and did not want to be bothered. When I asked to speak with a supervisor, she got angry with that, and put me on hold for over 20 minutes without a response, so I had to hang up and go about my day. I am still in deliberations with them again, but they aren't offering anything. The only thing they offered was $120 total for my inconvenience, but that is what I should have received anyhow as a refund because the $40 difference with the room I got and the room I already paid for x3 days equals that amount. They were unwilling to offer me any more of a refund.

I paid $720 in total. Again this was PRE-PAID, and they were deceiving by saying everything they did on the site about it being a Marriot. It was a college dorm-LITERALLY!!! They have horrendous customer service. I am trying to get as much of my money back as possible, but they are fighting me every step of the way. I recommend not using this service ever and I am giong to write the BBB about it too.

I arrived at the hotel in the morning before check-in time and was told that my reservation was not in the system. He asked to see my reservation number from Hotels.com, wrote it down along with their customer service phone number, and explained that he'd have to call them to fax over the itinerary. I pointed out that I had reserved a one bedroom suite ($590 pre-paid) which I expected to get.

I called Hotels.com, who confirmed that I had the reservation and assured me that they would fax my itinerary to the hotel and take care of the situation. The Hotel's general manager said his supervisor was very familiar with my name because she rejected my reservation the day it came in. The hotel never contacted me, nor did Hotels.com.

My limited time at the convention was cut short by this fiasco and I was unable to use my theater tickets.

"Typical of chain hotels, these properties offer simple, consistent services such as expanded continental breakfasts, high-speed Internet access, and cable televisions with complimentary movie channels. These value-oriented hotels often offer outdoor pools and complimentary toiletries. Guestrooms are usually accessible by exterior entrances."

I had to make changes to my reservations, due to the fact that we hadn't finished packing up our house. I made the changes at least two days before we were to leave. Hotels.com charged me $69.67 for my change to the St. Louis reservation, $25.03 for the reservation change in Oklahoma City (they have since let me know this charge will be refunded), and $25 for the change to the Albuquerque reservation (which Hotels.com has also agreed to refund). Initially, Nicole from Hotels.com told me that due to my inconvenience and the money that I was out, I would be receiving $20 in motel vouchers. Hotels.com has a prepay policy that they either try to keep very secretive so the person doesn't see it or it is nonexistent.

Anyway, the Oklahoma City room was fine and the beds were wonderful. However, Albuquerque was a total dump. I took digital pictures of the room, which had a large strip of mold over the air vent, greasy black fingerprints on the bathroom door and the inside of the door leading into the room, and the bathroom tub was apparently covered in latex paint to hide serious flaws in the tub. It was peeling up in big hunks. We would have changed rooms or gone to another motel, but it was 3 in the morning and we had already driven over 800 miles and couldn't go another step. We stayed in the room three hours and didn't even turn the covers down. The next morning, I tried to return the key and register a complaint with the motel, but the door was locked and no one was around due to the fact that someone was making an airport shuttle run. I dropped the key on the welcome mat and we got out of there just as fast as we could. I have since filed a complaint with the Better Business Bureau and the Internet Fraud Complaint Center. I have warned friends and family never to use Hotels.com due to their lack of customer service, fraudulent writeups, and the fact that you can't get your money back for any reason.

Ultimately, Hotels.com charged me for every reservation change I made even though it was well enough in advance. I am continually being overdrafted by my bank, due to the extra charges Hotels.com charged me. Currently, I have $120 in overdraft fees alone by the Hotels.com problems. Also, Nicole has stated that I am not going to receive any further refunds, which means I have to foot the bill for the Albuquerque room despite the awful condition.

Double billing. Undue anxiety and stress because of having to telephone the hotel and in trying to establish some communication with hotels.com.

We never would have chosen this hotel if it weren't for the great rating Hotels.com gave it. Hotels.com inconvenienced us & our family vacation because they didn't check out the condition of the hotel they recommended. But they were more than happy to keep the additional $137 we feel we had a right to receive back. Hotels.com also charged our credit card 2 1/2 weeks before our actual stay. I wish I would have checked the comsumer complaints prior to using Hotels.com.

I explained that to do this, I would have had to have KNOWN about this reservation. I received no confirmation e-mail, and indeed don't think I can book 2 reservations in 2 minutes, and certainly would have remembered pulling out my credit card a 2nd time. They kept insisting that I had made this reservation AND that they had sent me a confirmation e-mail. They also said that they wouldn't be able to get the hotel to reimburse them because they couldn't have sold that room. Now, there were NO hotel rooms in Orlando that night, they were all double or triple booked, and I'm sure that the Comfort Inn North didn't hold an empty room all night. All Hotels.com said they could do for me was refund me $15 of a $74.95 hotel bill. Then, when I went to fill out the customer survey, the links were broken!!

I'm now out the cost of a hotel room that I never stayed at, and since I already told my employer that I had been given a free room, I now can't even expense report the extra hotel room because then it will look like I'm trying to receive recompense twice!

The Radisson was great to me they gave me the same room for a better rate. When I got home I called to speak with hotles.com about my refund because I had made the reservation with my Visa check card. The lady I spoke with told me that it could and probably would take 30 days for my refund to happen! There was nothing according to her that could be done about that and she said I would just have to wait. I have ended up paying for two rooms and have to wait for my $90 refund. This was the first (and last time) that I have used hotels.com. Buyer beware if sounds too good it probably is. The check in clerk showed me how i could have gotten and even better rate than the one he gave me if I had went to their website. From now on I will skip the middle man and go right to the source.

Had to pay for two hotel rooms and am waiting for my refund that could take up to 30 days.

I moved down the street to a nicer hotel for less money but still lost $160 to Hotels.com

I asked the CSR for his supervisor and he refused. I asked him for the name of the company president and the address I could write to and he told me it was company policy not to give out that information. I told him it didn't matter - all of that was available on the web. He asked me if I wanted to cancel the reservation - my response was what reservation? we obviously never had one! He said he would re-credit our credit card. I have not recieved the bill yet to see if this was done, but if not I will fight any charges tooth and nail. I was smart enough to get a statement from the hotel clerk at Best Western in writing about what had happened. We ended up driving 110 miles to Green River, Utah (arriving about 1am) and stayed in a trashy hotel (red shag carpet - holes in the wall, etc).- the only one available in that town.