Hotels.com Reviews

I used Hotels.com app for my iPhone 5. I entered the VISA information, etc. When I went to book the hotel, their website simply informed me that this hotel in Venice had been fully booked, and to please try another hotel. So I did. Unfortunately for me, the booking was actually done anyway... So when I got home to Seattle from Tokyo, I had two email confirmations of non-refundable bookings for the same day in Venice. Venice hotels are not inexpensive... I called on 4 different occasions to Hotels.com... I was told they would call me back in 32 hours, with a case study... They never did. Basically I am being ripped off, because I had to cancel one of the hotels, which according to their website, I had until 2 days before to cancel the reservation.

My Wife and Son booked a twin room at the Piries Hotel in Edinburgh in May 2013 through Hotels.com. They paid in advance. When they arrived at the hotel there was only a double room available. The hotel receptionist spent about half an hour trying to locate a manager as they had no other rooms available and she did not know what to do. My Wife and son eventually left to find an alternative hotel at a great hope in the cost as they needed a suitable room. This was found and they paid a second time for the overnight stay elsewhere.

Incompetence, neglect, carelessness, failure to rectify the issue other than to offer me a voucher to use for their service at a later date! I had not used their services since 2010 because of a similar issue. Therefore, I have no interest in using Hotels.com again. I feel that I am due a complete refund. They booked an incorrect hotel; therefore, I had to move and now eating out more because there is no kitchen in my current room.

I am happy to say that Hotels.com has acknowledged their error and refunded my money. I decided to go straight to corporation head and voice my complaint. I got Sandy in Tier 3 who investigated the matter and acknowledged the error as theirs and refund my money in 3 days. My best advice when you have a complaint is to go straight to the top - corporate offices and get someone there to listen to the complaint. I wasted about 10 phone calls and about 12 hours, repeated the same story to the main line with no effect. Next time I have a valid complaint, I will go straight to the top.

Advise never ever to use this company. I found a cheaper price after I'd made a reservation. Contacted Hotels.com. They said they would price match after my stay. I've now been waiting 7 weeks and still no refund. I've made endless amount of phone calls and spoke to several managers who have said to wait 3/5/7/10 days, still nothing!!! I've also been promised vouchers emailed which I have not recieved. This was also from a manager. I don't get any response from emailing them. I have reported this company for fraud as I've provided them with my bank details 3 times for a refund so am quite concerned what they have done with my details if they haven't processed my refund. Never in my life have I experienced such shocking customer service. Please don't ever deal with this company.

I had a buddy come into town I had not seen in years late. Our original plan to go boating, couldn't work out because the last bus had left by the time he arrived. We had a few drinks and booking a hotel downtown seemed like a great idea as I had 9 Hotels.com points so in effect we could get two nights for the price of one. I have never had a problem with Hotels.com before. Before it appeared I was dealing with people in the US.

Hotels.com is horrible. We were in Dallas, Texas and went to the wrong Sheraton hotel. The receptionist said it happens all the time and call Hotels.com to switch. I told 5 customer service reps and finally the supervisor said we could switch for an extra $400. We couldn't understand a word the rep was saying if that was the total fee or extra. After 2 hours, we just said we would go to the other hotel. We asked if it was cancelled, she said no. Then she cancelled it. We had a cancellation fee of the entire fee of the hotel. If they didn't outsource their customer service, we might consider using Hotels.com again but they wasted our time and money. Thanks, Hotels.com.

Made a reservation/purchase online with a zero penalty cancellation clause. A few hours later, I realized I could have saved about $50 by booking through the hotel directly, which I did (and they didn't want me to pay for my stay months in advance like Hotels.com does). Immediately cancelled, and a month later I am still battling with people in a foreign call center who can't figure out why or how my Paypal/credit card charges aren't refunded. I'm furious. Do not use this company!

I did my search for hotel deals and I found out that for the one night we needed on Sept 13th for the price of $152 at Hotels.com, so I book our one night stay through Hotels.com. I then went to check my email for our confirmation # and upon me reading the email from Hotels.com, they had changed our dates to Nov 4-6 which was for the wrong month and too many days. So our charge was $524.76. So I called Hotels.com and told them what their own website did and she said she would call the hotel too see if they would allow the change without a penalty or keeping me to Hotels.com's dates... Hotels.com gave me a one night price of $194.35. I told Hotels.com that they weren't giving me a deal on Hotels.com for one night, it shows it for $152.00.

I had booked several hotels thru Hotels.com with no problems. This booking, their agent made reservation errors and booked it as a guarantee booking to Hotel. I booked a reservation on 7/15/13 that was suppose to able to cancel with no penalty or fees until 8/5/13 for an 8/12 and 8/13 stay at Hotel Metropole in Sorrento, Italy. When I called on 7/17 to cancel the reservation, they could not find it as the agent input the confirmation # wrong and could not find it under my email address as she also input that number wrong. They were able to find it under my phone number and stated that the agent input as a guaranteed booking in which the Hotel Metropole was billing my charge card direct. I told them that is not correct as this was a reservation only and should be able to cancel until 8/1/13.

If you change or cancel your booking after 6:00 PM, 09/07/13 ((GMT-06:00) Central Time (US & Canada)) you will be charged for 1 night (including tax). If you change or cancel your booking on or before 6:00 PM, 09/07/13 ((GMT-06:00) Central Time (US & Canada)) you will be charged for 1 night (including tax). So why not just say there is a 1 night charge for any changes or cancellations and stop the madness?

I booked a block of rooms for a group, and our plans changed such that I needed to change the city we are staying in on 9/7/13. I booked with Hotels.com on 8/19/13. I received an email confirmation which included the following cancellation policy: If you change or cancel your booking after 6:00 PM, 09/05/13 ((GMT-05:00) Eastern Time (US & Canada)) you will be charged for 1 night (including tax). If you change or cancel your booking on or before 6:00 PM, 09/05/13 ((GMT-05:00) Eastern Time (US & Canada)) you will be charged for 1 night (including tax).

I booked a two-evening stay at La Playa Carmel, a wonderful resort in Carmel-by-the-Sea California. Hotels.com charged me $885.82. When I checked out of the hotel, my charge was $682.24. This means that Hotels.com charged me $203.58 commission for the booking. This is so preposterous that I will never use Hotels.com again. And I advise anyone thinking of using them, to check other services and even consider using a travel agent. The hotel apologized to me but told me there was nothing they could do.

I was doing a hotel reservation at Den Hague in Netherlands for OCTOBER 24 to 27 and I did the procedure, expecting to get a screen to revise my reservation and in just one click the PURCHASE not reservation was done. I find out that I write 9 instead of 10 means September and I want OCTOBER. I contact immediately the office of Hotels.com and they told me there are nothing to do, and I must be there in September... and not October, and they CHARGE to me. No any choice to change dates or refund the money...

I did a Google search for an all inclusive hotel in Manzanillo, Mexico. The Wyndham Isla Navidad Hotel came up. Everything looked great. I thought I was making a reservation with the hotel wrong. The reservation was for this hotel but through Hotels.com. On their choice of room page they listed a Superior King with the perk 3d night free. Also the price was $189.00 lined out and the new price was $149.00. I took the room and the total price was $449.00. I must have been stupid because $149.00 times 2 isn't $449.00. Hotels.com did not send us an itinerary page. So we drove 6 hours the next morning and got to the hotel. Now I have over the last 3 years stayed only at all inclusive hotels.

I called on a Sunday night at 11:45 pm to ask about room rates. I was told they had a great deal, but only 2 rooms left. I declined to book it because I did not talk to my husband to see if he could go. The agent ASSURED me 3 times that we had until Midnight the next night to cancel... The following morning we decided that we could not go at that time and went to cancel the room. And SURE ENOUGH they did not HOLD my reservation with a credit card, they booked it. I called and spoke to a Supervisor that could not help me, just told me that I was responsible because I had until midnight on Sunday night to cancel (15-minute cancellation policy???). The booking is 2 weeks away and they are telling me it's TOO LATE?! This company is fraudulent and unethical! I will never book another trip on line again! Do not TRUST THEM! They have this fraudulent policy so that they can STEAL your MONEY!

I just attempted to book two rooms in New Orleans and this is what Hotel.com did. The guy gives me a rate of $120.00 for two nights each room. He took my phone number and e-mail. He told me I could pay with the credit card or he would just reserve the room with it and I could pay when I arrived at the hotel. I told him I would pay cash when I arrived. Suddenly, the phone disconnected. I waited for a call back as I provided my phone number but never received the call back. I then called Hotel.com back.

Don't ever book through these people. Their phone center is in the Phillipines and you cannot talk to an American. I booked a two-night stay at a condo/hotel in Oklahoma. When I arrived, the place was a dump. After I was given a key card for my room, a pest control guy was spraying the room. Broken down cars in the parking lot, furniture in dumpsters everywhere. People lived there, the vacant condos were for rent. Isola Bella. STAY AWAY! Looks nice online, wait until you arrive. Now, Hotels.com refuses to refund me for 2 nights when I never even walked into the room. I went directly back to the office and said, "No thanks, I'm not staying here." H.com has charged me for 2 nights which I am disputing on my CC. Book direct people, same price, better service.

As I was stating in my last review, the hotel was horrible dumpster out front in parking spaces and I was getting to the pool when I accidentally submitted. The pool was neon green! You couldn't have paid me to pick a $20 bill up out of there. We decided to walk into the room without our bags for fear of what it could possibly look like given the overall appearance of the hotel (wise decision). The first thing you see is the hole in the wall behind the door, and the smell is overwhelming of smoke and something wet and soured. The refrigerator and microwave at first glance are the nicest things in the room until you see the roaches.

I booked a hotel for my boyfriend, two year old daughter, and I on Kayak.com which I have now become aware of their partnership with Hotels.com. The hotel we chose was the Days Inn Chattanooga-East Ridge. The pictures of the hotel were lovely and the price was even better. We were so excited to go because it was my daughter's first trip to the aquarium. Well Saturday August 17, 2013 was our check-in date and we arrived at the hotel rather late 10:30ish p.m. Upon arrival the front desk associate was very rude. He even slung my boyfriend's license back across the counter instead of handing it to him. The hotel itself appeared old and worn from the outside and looked to be in a very shady location. As we were pulling around to our room the first thing we noticed was a huge dumpster sitting literally in the parking spaces in front of the rooms almost on top of the walkway. We then pulled around to our room above the pool.

We recently stayed at the Quality Inn at 206 Corporate Place in Alcoa, TN. We WILL NOT stay there again and we will be posting on other websites about the "quality" of Quality Inn. We were there for 9 days (Aug. 9-18, 2013) and for the whole stay we continually had to make requests and ask for things that are normally supposed to be provided without question. So it brings to question, just exactly what is your 'level' or what do you consider to be "quality"??? When we all checked in and went to our rooms on the third floor, we were immediately hit with the smell of cigarette smoke as soon as we exited the elevator. That was not acceptable. None of us smoke and don't want to be in contact with it like that and my daughter-in-law, who is pregnant, certainly did not want the exposure to it.

I used Hotels.com to book a room on August 17, 2013 in Blue Springs, Missouri. I did this from cell phone, after finding 2 reasonably priced hotels full. I asked for a room under $50, with two beds, NON-SMOKING. I quickly had a room booked, but the price for it ended up being about $80 for a very modest place, and the room was a SMOKING room, which really smelled, as did all the towels, etc. It was late; we stayed. At least we got 2 beds as requested. I do not recommend using this service. I will avoid it at all costs in the future. Get the 800 number of the hotel chain you want to stay at.

Booked a room for a family of four, then found out the room was a single king size room. Called to change/cancel room and was told they could only cancel the reservations and would charge for the first night then re-book the double room I originally requested. Customer Service is obviously outsourced as the language barrier was ridiculous. Price for the room was no cheaper than if I had booked direct with the hotel, who were very understanding and explained they get a lot of complaints about Hotels.com.

There was a death in town of a 12 year old - changing the schedule of events!!! They would not let me cancel one night out of two of my reservations!!!!

I booked and paid for a 6 night hotel stay in Romania for June 2013 in May 2013. I received confirmation emails from hotels.com and was assured all was in order. After checking out of the hotel, I was told that Hotels.com had not paid the hotel and I would have to pay them and get a refund from Hotels.com. As soon as I arrived home I called Hotels.com. They apologized and accepted the blame and promised an immediate refund [R 5621.64]. I was told it would come through within 30 days. It has been over 30 days and still no refund.

I booked a hotel this morning for Mackinaw City, MI for $77 on Hotels.com. In late afternoon, I arrived at the hotel and was informed that the rate before tax was $95, which was $18 more than agreed upon with Hotels.com. I called them and spent the next 90 minutes trying to reconcile this with Hotels.com. I also spoke with two supervisors. I asked to have the reservation cancelled and they said there was a 48 hour notice needed even though I had booked 8 hours prior. They wasted my time and were dishonest, motivated by greed. I will never use Hotels.com again, and I pray you do not get tangled up with them either. By the way, I found out that Hotels.com sold my booking to another company.

On May 24, on my way to DC from Boston late night, I tried to book over the phone a room; I booked with Hotels.com and when I arrived to the Hotel after 30-min drive, the hotel had no free rooms. I called back to the Hotels.com. They apologized and gave me a $50 credit and refund my reservation. Then I decide to find a hotel myself. It was Memorial Day weekend so all the hotels were full. So a little after midnight, I decide to call again. They booked for me but when I arrive to the hotel after almost an hour drive... Guess what? The reservation was made for the next day... Thank god they had free rooms so I could get one.

Hotels.com entered wrong date for motel reservation. They sent us a confirmation via email without the itinerary of the registered dates so we had no way of verifying what we ordered. When we arrived at the Holiday Inn Express, they had no record of our reservation. After extensive investigation, the motel found the date for our reservation was the 18th instead of the 9th which we thought we had booked it for. We tried to get the reservation changed through Hotels.com noting it was their mistake. They said an additional $20 was required. I expressed to them it was their error and we would be willing to rebook it at a later time. They said an additional $20 was required.

I went on an overnight stay at Mt. Washington Valley Inn in North Conway that I booked on Hotels.com. The photos looked very pleasant so we had no reason to believe it would be bad after all we would only be there for 1 night let’s make the best of it. NO this place was not fit for my dog! I booked 2 rooms and they were horrible holes in the wall, peeling wallpaper, fecal matter on the blankets as well as a horrible smell in the room and the water. They misled us at every level from a game room (only 1 game in a room) to a bug and chlorine infested pool as well as molded towels in a bin and mold on walls.

I called Hotels.com for information prior to using the online booking. In the end I allowed the agent to search and assist in the booking and I ended up getting booked into 2 hotels at the same time in the same city. I found out about it when my card was declined while trying to book a room directly at another hotel in another city on our way home. The CC company put a hold on my card because of the suspicious activity from Hotels.com booking me twice at the same time. The initial error by Hotels.com was compounded by the hotel (who was booked solid) when they took the money anyway.

My sister and I needed accommodation in Bloomsbury near to the British Museum and I booked through Hotels.com, initially for 2 nights, the 3rd and 4th July. We were booked into the Cavendish in Gower St. My Sister arrived from Canada and was not too well so I cancelled the second night as I thought it would be too much for her. I made the cancellation on Saturday the 29th June well within the 24 hours allowed. The hotel was unaware of the cancellation & I was told we would have to stay 2 nights. The gentleman was extremely offhand and quite rude. I have no complaint with the hotel apart from the rude gentleman, the complaint is with Hotels.com who failed to cancel the room and who have still not refunded the 135 owed to me. Since July I have called the customer services, was on the phone for an hour on one occasion, I have sent numerous e-mails and the only response I get is an electronic reply apologizing for inconvenience.

We booked 2 rooms in a motel in Lennox, MA with Hotels.com. The rooms were supposed to be non-smoking. When we entered the rooms, not only was there pervasive stench of smoke, but also of mold and god only knows what else. Basically, the rooms were uninhabitable. We left. Hotels.com refused to cancel the reservations. Hotels.com's advertisement of this property was totally dishonest. They do not stand behind their claims.

Very unhappy with the way they handled my request for reimbursement for early check-out. Still did not get my money back after 4 days. Their customer service says they have to contact the hotel. The hotel tells me to contact Hotel.com. So I am caught in a catch 22 loop! I WILL NEVER, NEVER DO BUSINESS WITH THEM IN THE FUTURE. Anyway they’re completely useless. Honestly I thought I was dealing with the hotel!

First and last time using retards here. I was driving, called Hotels.com free number. Guy said the hotel 113554147061 had 4 rooms left. He said Waterpark was included. LIE ONE. He said 2 beds room, LIE TWO. NON SMOKING ROOM - lie THREE. He did say because I was ordering same day I can't cancel. Ok fine right???? Got here. I paid for room already, so done deal. Waterpark inside is EXTRA unless ordered together. One bed, two people slept on floor, rollaways are $20 extra EACH. CALLED FOUR TIMES ASKED TO SPEAK TO SUPERVISOR ALL 7 TIMES INSTEAD OF SUPERVISOR GOT HUNG UP ON!!!

I booked the Westin hotel for 4 nights in Guadalajara, Mexico for an expo I was visiting there. The first day I arrived, I became sick (I think due to the fact that they have NO windows to open). It's completely closed windows with only central air for A/C or heating. It could be a bad air in the room. Honestly, I don't know why I became sick. Anyways I saw a doctor who gave me medicine. I couldn't eat but mostly drink. By the third day, I was a little better that I decided I lost my business trip and I will go home early to recuperate better with my family who cares. I told the hotel I am leaving one day early and at checkout they said, "Sure, call Hotels.com who made your booking with us and they will refund your one-day stay."

I booked a room from the online site of a local hotel. I called the number listed because I was booking for a special event. I gave the code to the special event and the person told me they didn't have that listed. I asked if I was talking to a rep for that hotel. He said "Yes." Then he told me "that event is sold out, but we have other rooms." When I received the charge reading "Hotels.com" - I was shocked. They lied about who they were. I obtained the right number and called the hotel. They had plenty of rooms for the event and at the right rate.

If you are reading this before purchasing, consider booking the hotel directly and ask them to price match hotels.com. Husband booked a room for two nights and there is no path through them to change the date whatsoever, even though they advertised that we could. When we got an email, it said, "Do you need to change the date?" We clicked on it and found that there were different prices for different date changes. We would click on it and it would kick an error. We called and the first time, we were told we could change it for a $100 fee per night.

Two weeks ago, I scheduled a three-night stay (Friday, Saturday and Sunday nights) in Annapolis, Maryland to attend the wedding of my step-daughter. As fate would have it, I became ill. I decided I was better off making the 800 mile drive home from Annapolis on Sunday rather than Monday. So, I canceled my Sunday night reservation. My illness intensified and I was forced to cancel the remaining two nights of my reservation. I received a refund for one day from HOTELS.COM. I sent them a very nice email explaining the situation. Their response: the following outcome was perfectly fine with them.

I booked a hotel suite at the Edgewater hotel at Pismo Beach. We were so excited. I have never been in a room like this. I was told it was fully loaded including a fire place and overlooking the ocean. Well, when we got there, the room faced a street. This was not even a deluxe suite, no fire place, not even a stocked bar. It just was a room with a coach and a room with a bed. The place had a very strong odor of whatever they clean with. The carpet was in very bad shape and very dirty. And they booked us a day too early so we stayed two nights and paid for three at the deluxe suite price. I just sat on the sofa and cried. They would do nothing to help us. They said it's our fault. Edgewater did nothing to help either. Hopefully our lawyer can help.

Hotels.com promises that with membership in their service that you get 1 free night for every 10 nights you stay. What they don't tell you is that you have to wait 72 hours after your last stay to get the credit for staying there which, in my case, delayed my free night by a week (as I have 2 days off and 5 days on, so I did not hit the 72 hour period.) Then their customer service representative said, "No, you have to have 10 nights in a single month." Well, I pointed out that I had stayed from the 30th of June until the 4th of July + 7 July to 11 July + 13 July to 17 July + 21 July to 25 July which is more than 10 days in the same month. Even if you discount the last week, that's more than 10 days and I should have my last day.

We stayed at the Rundlestone Inn Banff Ab. No problem with the website but when I called the hotel to check something about the Inn they had no record of our reservation. That was the first problem. Resolved by the hotel not Hotels.com. Got to the Inn and it was not at all as advertised. Second problem. Our room had a view of the parking lot not the pool as advertised. It was shabby, dirty and outdated with the hardest bed I have ever slept on. When we returned home, I called Hotels.com and was told that I would receive a coupon voucher with 24 - 72 hours. That was a week ago. Third problem. I spoke with a supervisor, Nash, this morning who told me that it is 72 business hours so maybe by August 1. If you are used to staying in a nice hotel, this is not the site for you. I would only use this again to book a hotel I have recently stayed at and know is ok.

I called Hotels.com to check on availability for a specific hotel for a friend who would be visiting in 2 days. First of all... to even check the availability, she asked a lot of stupid ** questions that would have no bearing on whether the room was available or not! The PERTINENT information that I gave her was I wanted 2 BEDS, NON-SMOKING for 1 NIGHT!!!! She put me on hold for 3 minutes (not too long except she had already wasted 5 minutes asking the damn questions). Meanwhile, these stupid little boxed kept POPPING UP on the website, that this particular hotel was booking like crazy in the last 5 minutes...

We spent all day moving out of our house. By the time we finished we could not get into the storage shed to finish up until the next morning. Since we were an hour away and completely worn out, we decided to stay in a hotel knowing that we would have to return in the morning. After checking with a couple of hotels, we were told that all the hotels close by were booked due to various activities going on. I then decided to get on Hotels.com to find something quickly. After doing a search, I was able to find a hotel about 15 minutes away and I booked it. To apologize, she discounted our stay by 25 dollars.

I booked a room and received a confirmation. Upon arriving at the Hotel on 7/20/13 I was told by the hotel that they received a call from Hotels.com that morning stating that they were moving me to a new hotel because my reservation was not in their system. I did not receive a phone call, only a text at 10:30 pm the night of my stay. I was on the phone and standing in line for 45 minutes. Hotels.com did not submit my reservation to the hotel so there was no reservation. I attempted contact with Hotels.com and was told even though I submitted a complaint they will not contact me in any way to address it. I was also speaking with a person from Hotels.com that could not speak understandable English. Horrible experience and horrible customer service. I will never use them again.

Booked a room for 2 persons at CDG (Paris) Airport. A few hours later I found another web site advertising room for 2 at the same hotel for $43.47 less. Filed a “Price Match” request on Hotels.com and sent them all info requested. When I received a reply I was informed that my request was rejected because the lower price was for a different type of 2-person room. When I checked into the hotel I took a picture of room prices and sent it to Hotels.com. The price posted for a 2-person room was the lower price. The price I paid was for a family room. They have only one price for a 2-person room.

I made a reservation through Hotels.com, which was cancelled on the part of Hotels.com writing to me, that occasionally a hotel may not confirm a booking. Subsequently I booked a second hotel. In the end both charged me. I have contacted Hotels.com multiple times over the past two months and have been promised a refund many times over for the charge of the initial hotel. Except, it never happens... I am out of pocket 500 CHF and they do not care. Absolutely shocking customer service, I hope this never happens to you with Hotels.com. Needless to say, I will never use them again.

I specifically called Hotels.com rather than book online because I needed a handicapped available room with a roll-in shower. The person I spoke to, similar to other comments I have read, went off line and came back on and assured me I got the last room available with a roll-in shower. When I arrived at the hotel they did not have a room with a roll-in shower available and said that is not what Hotels.com booked with them. After being on the phone with Hotels.com for over 1 hour they could not get me another room in the area with a roll-in shower and 2 beds. They found one with one bed so asked them to book a second room at their expense since it was their screw up. They refused and the supervisor named Darcy also refused. She would not put a higher level person on the line and basically said it was my problem. Also the Hotel told me that the difference between booking it with them vs. Hotels.com was only 3 dollars difference. I will not use Hotels.com again.

This started with me attempting to reserve a hotel room via Hotels.com from a link that came up during a search on Google for hotels in Omaha. I attempted to reserve a room for July 14 to 16, but after I put in my credit card info, I got a reservation conflict error message that essentially said I had two reservations. I clicked the link for more information, and it appears as though I reserved the same hotel for July 21 to 22. I stopped at that moment, and called their number three times. On the third attempt, I got someone who sounded Filipino and was helpful. She told me because it was non-refundable, that there was going to be a cancellation fee. I hit the roof (inside, but stayed nice on the phone). At the same time, my wife called our credit card company to begin disputing the charge.

Sunday, June 30th, we checked in at the hotel for Holy Convocation was at church in Atlanta. Someone told about this hotel and they checked a room out, which was a showroom. He said it was okay to stay. But he did not see the roaches, not bed bugs, and the filthy beds. The first night I stayed, but by morning I had bites on my leg which I thought were mosquitoes. Tuesday morning there were more bites all over my neck, arms and legs so I called the front desk and reported it. The manager called and I told him. He came to the room, I would think to see if I was telling the truth, and he told me I had to get another room but not take my things. He paid for washing and dry cleaning of the clothes, but we had to call the Corporate because they gave us a runaround.

My very first interaction with Hotels.com has been disappointing and I feel cheated. I suspect the trustworthiness of Hotels.com and their transparency. I made 4 bookings with Hotels.com through your call center in India. I was helped by one Mr. **, a sweet talking guy, with full of enthusiasm. He promised that he has booked me as follows:

I booked a room Sunday afternoon, 7-9-13. 2 days later, I found the same hotel 15 bucks cheaper @ motel.com. I called them up, got overseas customer service, and asked if they had price match, said yes. After 5 minutes into the call, they said they can't match after the fact. Don't use them, use another site.

I've been calling since Sat. and have yet to get answers. I had to drive 8 hours to this stupid hotel and book a room so my son could stay after he gave his age to you. This is awful. I had to take two days off work and book a room. I was told Sat. when they called, they would get some refund back. Well, guess what? - nothing. We've been calling every day. I wonder how you would like to get a call from your son and hear him say, "Oh the place, Hotels.com, said I would be kicked out, Mom, if you don't come down..."

I booked a room in Cheney, WA, for three nights at the Holiday Inn Express through Hotels.com. We travel with our dog, and the customer rep assured me that the hotel had pet rooms available, although there was a deposit. I was on hold while she allegedly checked with the hotel and found that, voila, we could have the last pet room. I remember I was excited about this and went to find my husband and tell him. We arrived in Cheney hot and tired after a 10-hour trip to be told at the check-in desk that Holiday Inn has a zero-pet policy and has never allowed pets - only service animals which is a legal requirement. They were adamant that we could not stay - no exceptions. As an aside, the staff at the hotel was completely unsympathetic to our plight.

I had room booked and prepaid at Mount Robson Inn Jasper for nights, 21 & 22 June. Cancellation clause stipulated "free cancellation up to 16:00 Mountain Time 19 June. After this you will be charged 1 night (including tax)." On the morning of 21 June, I tried to drive to Jasper but Highway 93 was closed due to floods (Alberta had had torrential rain and Calgary evacuated 10,000 people and 3 died). I drove to Kamloops and phoned the hotel. They stated that credit would be given if Expedia/Hotels.com phoned them. I called Hotels.com and explained the problem and asked them to call the hotel. They failed to do this. I sent Hotels.com an email complaining; they answered, "No refund can be given, Mount Robson Inn policy."

Hotels.com engages in classic "bait and switch" tactics. The "average nightly rate" that your search results display is not the "average nightly rate" you are actually charged once you give them your credit card. Mine differed by over $20/night. When I called in, the lady actually tried to confuse me by telling me, "It was only an average," and "The room rate changed every night". I replied by telling her I knew how to calculate an "average", and that I didn't appreciate her testing to see if I knew basic math in order to justify what is universally considered to be an unethical business practice.

We booked a hotel for 2 nights. When we realized that it was too far from our destination, we went to cancel the reservation 10 minutes after. We went to cancel but the cancellation date hidden in the Terms of Agreement was the day before we booked it. We called the hotel but we still haven't been refunded at all.

The cancelation statement that they gave me was full of irrelevant details in order to mask (hide) the real cancellation date. In other words, on June 4th, I did a reservation for June 25, and they gave me 16th of May as cancellation date. For sure, I did not realize about it. Now, they are telling me that I accepted it in that terms. Can you believe it?

I will not use Hotels.com because they depicted the man of the household as an ignorant loser and the wife as the savior. Call me crazy, but too many companies are doing it. I boycott all who do. Find another way to sell your product.

First, let me tell you that I travel all the time and have stayed in different hotels and hostels many, many times. I made a reservation through Hotels.com for 1 night stay at Blue Mountain resort. We got a two-bedroom suite. The next day, I decided to upgrade my room to a three-room suite so I called the hotel directly. First of all, they told me I can't make any changes since I booked it through a third party and not them which made sense and I had no problem with. But then she also mentioned that they won't promise that by the time we get to the hotel that we get exactly what we reserved or even an empty room and when I asked her why, she said, "You booked your room through Hotels.com and we cannot promise you any room, so if you come in and we were fully booked you won't get a room!"

After spending the day at Walt Disney World, we decided to make last minute hotel reservations in the Downtown Disney area. To avoid having to go from hotel to hotel (at almost midnight with 3 children sleeping) looking for availability, we tried booking two rooms at the Wyndham Lake Buena Vista by calling the 800 number listed on Hotels.com. Thinking we would be connected directly to Wyndham's reservation department, we discovered that we were connected to a call center somewhere outside of the US and had an extremely difficult time communicating our needs to the call center operator. Out of frustration, we hung up and ended booking and paying for the two rooms online only to find that when we went to check in to the Wyndham, it had been sold out for 3 days and there was no availability.

We booked a hotel at the last minute so we wouldn't have to drive 5 hours after a ball game and the Hotels.com agent assured me that the hotel was comparable to a Days Inn and that our family would be very comfortable. Well, we got to the hotel to check in and it was a complete dump! The manager first sent us to a room that had corrosion in the bathroom and told us he had to put us upstairs in a different room. He walked us up to the new room and the room key didn't work and he told us that his master key is the only key that can work and if we needed to leave the room and re-enter, we would need to ask him to let us back in!! We had our children with us and they were completely freaked out by the situation.

I began using Hotels.com a few months ago simply because of their rewards program of staying 10 nights and receiving 1 free night. I am a very regular global traveler with my work and I stay in dozens of hotels every year. As you can imagine, I very quickly racked up enough nights for free stays but coming to claim them is IMPOSSIBLE! Following a simple email error on my account and many, many, many emails and calls, Hotels.com simply refused to answer my complaints or even acknowledge the problem exists?! I am absolutely furious about this and will NEVER use their "services" again. I strongly suggest you do the same.

I booked a room in December for an event that we had planned in June. I called today just checking on my reservation only to find that I had no reservation. I called Hotels.com only to find that someone cancelled our reservation and it wasn't my husband or me since we knew we were going to a function in June. I asked for a supervisor only to be hung up on. I called back and asked for a supervisor, only to be hung up again. This was my first time using Hotels.com and I tell you, I will not ever use them again and will tell everyone I know not to use them. My husband and I travel a lot and have never been treated so badly. I am po'd. Luckily, I found another hotel but it is 12 miles away - very, very disappointed.

Using online site, I made the reservation on 4/25/2013 for 4/27/2013 and paid with PAYPAL. I cancelled online on 4/26/2013 at 5:50 am. Hotels.com refused refund because cancellation was made online.

Our family has a trip to the Cape Cod area planned for August and I booked our hotel at the Radisson in Plymouth, MA for 4 nights through Hotels.com. I booked 3 rooms for our family and have paid in full for the rooms. Unfortunately, due to circumstances out of my control, we must delay our trip by 1 day and therefore, I called Hotels.com to cancel our first night's stay. I've read many reviews stating calls are handled through a call center outside of the US and yes, the woman I talked with sounded like she was from India (TJ). Regardless, TJ said she'd go ahead and cancel the first night; however, I would still be charged 100 percent of the nightly rate for the 3 rooms ($425.25) because this stay is non-refundable.

I contacted Hotels.com by phone on 5/28 and booked a room at Holiday Inn in St Louis. On 5/29, the charge was on my credit card. On 6/14, when we arrived at the hotel, there was no reservation for us. We contacted Hotels.com and they had no record even though we gave them the confirmation number they gave us. Even the people at the hotel talked to them but still nothing. We ended up having to pay for the room again. Hotels.com is refusing to refund our monies since they show no record, but yet their name is on my credit card statement with the charge. They refuse to even research it after we contacted them several times and even spoke to a Michelle who stated she was a supervisor and wouldn't help. These people just want your money and you get nothing.

I booked a hotel in Dublin, and a lot of the people who have come back from there recently said the hotel is in an appalling state, dirty, tired, had to climb to the top of the building to their room, no working shower, and the list goes on. I have tried to contact Hotels.com by their customer services, but when I clicked onto it, the page turned up white with only the message: "Bad request." This concerned me, so I went onto the actual site, but the same thing happened. I then decided to phone them and I was on hold; then the line went dead. I have done this a few times now, and the same thing happens. I am worried, as it looks to me like they have gone into liquidation, and I need to sort this hotel before I leave.

I have booked many times with Hotels.com and never had any problems. But don't expect them to answer you or sort things out if you do have a problem. I booked a hotel for my husband and colleague in Tel Aviv 6 weeks ago, got confirmation from Hotels.com at the time. 3 days before they were due to leave to fly to Tel Aviv, I received another confirmation from them saying everything was in place, and I did not need to reconfirm anything. And my husband left for his trip.

I booked a room last night on Hotels.com. We proceeded to check in just to find out that there was no one there after 11pm to check us in. I stayed on the phone with someone from Hotels.com for 30 minutes trying to relocate us. We were found another hotel, and the rep called to verify that they had rooms and gave me a confirmation number. I was also told that he was giving me a $50.00 refund towards the pet fee, since it was $75.00 and the other hotel was $25.00, a $25.00 fee for misc., and a $100.00 voucher towards a future room.

The first time I booked with Hotels.com, I needed a handicapped room for my mom who has one leg and is in a wheelchair. This was very clearly stated to the person I spoke with. Fortunately, I checked on the room a few days before our stay, and the person at Hotels.com had booked my mom into a regular room, and no wheelchair accessible rooms were available for the night we needed! Luckily, I spoke with the hotel manager who was kind enough to move people around because he understood the situation.

I made a reservation through Hotels.com for the Hampton Inn in Schenectady, NY, since the hotel itself had no rooms left and Hotels.com had ONE. Five days later, I received a call cancelling the retreat I was to attend, so I did not need the hotel room on May 4. I called hotels.com and they had a three-way call with the Hampton Inn. The hotel decided it would allow me to cancel and refund my money. However, the charge on my AmEx has still not been reversed. I have called the Hampton Inn three times a week and emailed the GM, but no one returns my inquiry. I called Hotels.com, but they said it was up to the hotel to refund me the money, as they were already paid for the room. This is ridiculous!

I was quoted $148 a night for 2 nights at the Holiday Inn Express. However, after they took my credit card info, they informed me the total would be $373.20. That is $73 over the quoted price. When I asked about the increase, I was told it was "taxes." Feeling like it wasn't such a great deal anymore, I asked about the cancellation policy. I was told I had until 6pm on June 14th (that was the following day) to cancel. I went ahead and booked the rooms. 20 minutes later, realizing the town the hotel was in is 50 miles away from where I needed to be, I decided to cancel and look for a closer hotel. I was then informed I would be charged a penalty fee equal to 1 night's stay plus tax (about $186).

I made a reservation and called back in less than two hours to cancel said reservation (I attempted cancellation online first, but was unable to do so as per Hotels.com's website notification). I then had to call the hotel itself where I cancelled the reservations and received info on penalties they incur for cancellations within 30 days. Days after this, Hotels.com still did not notify the hotel that I had cancelled the reservation. The hotel was going to charge an additional 10% fee (based upon room charge) because they did not receive such cancellation from Hotels.com.

When attempting to make a reservation for a hotel in Rome, when I submitted the request (complete with credit card number, etc.), a window popped up saying the room was no longer available and it displayed a list of alternatives. I chose another and booked it again with credit card, etc. Then I got an email from Hotels.com confirming my first request. Then one confirming my second. I called Hotels.com and explained, saying I did not want the first one since I was told when trying to book that there were actually no rooms. The person was very apologetic and said that I was indeed just booked in the second choice.

When I realized the reservation was made for the wrong day, I called customer service to see if the deposit could be transferred to the correct date. I wasn't asking for my money back, just moving it to the date that I thought was requested. The first person was from India and I could hardly understand her. I was put on hold for 20 minutes!!! I had to hang up because I was getting on a plane. Later that day I tried to call again. This time the person was from El Salvador and I was on the phone for another 25 minutes!!! They kept saying the hotel had to approve the change, but I had called the hotel and they told me it wasn't a problem with them. It was Hotels.com that needed to credit them.

The one star is there because you can't leave a zero. I had booked a room at one of our favorite places for my wife and my second anniversary. We were looking forward to staying there; however, my mother-in-law has Stage 4 cancer. She was admitted to the hospital 3 days before we were to leave for our trip. Knowing we would not be able to make our plans, we canceled them. And as soon as I asked for a refund from Hotels.com or perhaps a credit of some sort, their email system would not work. And when my brother-in-law talked to a (so-called) customer service rep, he was given quite the runaround with no answer but, "We have to wait 72 hours for a decision, etc". Suffice it to say, my wife and I will never use Expedia.com or Hotels.com again!!

I made a reservation with Hotels.com and the website said that I could cancel the reservation up to 24 hours in advance. When I received the confirmation, it said cancellations are not allowed. I need to cancel my reservation 2 days before but am unable to because the hotel said this is a non-cancelable reservation. Make sure you print the webpage before making the reservation to prove that it said you can cancel. Hotels.com should be responsible for what they put on their website and honor it.

We recently booked a room with Hotels.com for a family vacation in one month. Due to a budgeting issue and a scheduling conflict, we needed to change our hotel booking. We wanted to cancel our current booking and book a different hotel at a different location. I called Hotels.com to explain, to ask for a credit or a refund, and to book another room. I called customer service and I spoke with two different people over the course of 20 minutes. In the end, they stated they would not give me a credit or a refund. Our family situation had not changed and I still had to cancel the room, but Hotels.com kept $250 of our vacation money. We will be booking another hotel room, and this was the first and last time we will be using Hotels.com.

I never write reviews, but I am angry after my second bad experience with Hotels.com. It is just not worth it. I booked a five-night stay at a hotel in Ireland, and the cancellation policy said 24 hours notice of check in. I was going to check in at 7 pm and called to cancel at 1 pm the day before. But of course, the guy on the phone said that 24 hours really starts from 12 am (which isn't even a proper check-in time) the morning of the day. So you really have to call 1.5 days ahead. Okay, I did screw up and cut it too close - my fault.

Be warned, anyone booking through Hotels.com: very poor customer service! I have used them for years, but that stops today! I had a room booked for July in Rosemont, IL for the American Idol Tour, and they changed the concert date to August. This was a birthday gift to my daughter and Mother's Day to my sister, and I tried to change the date to no avail. Hotels.com was very rude and wouldn't change it, and neither would the hotel. My penalty to change it is the full night that I paid for! Really?!

If I could give a one star, I would. First of all, their price on my selected hotel were $50 higher per night. Higher than the actual hotel's website. However if I booked the flight and hotel together, it was cheaper than booking them together. I have been scoping out the price for 3 days. It has not changed. I went to book the flight and hotel. After confirming and entering my credit card number, I got a notification that the price of my package went up $68! It did not even give me an option to make changes to my package to reduce the cost. So I immediately called customer service and sat on hold for 20 minutes. The lady told me that prices change by the second and the website is in real time, constantly updating. Then she hung up on me.

We booked a room near the hospital where my wife was having surgery so that she could have a few days for her recuperation before we travelled home. We arrived to find that the hotel had no record of Hotels.com reservation or the charges Hotels.com had already taken against our checking account. After two hours of phone calls, we got a room, but not before my wife was exhausted from waiting in the car, not the best way to prepare for an early morning surgery. At the end of our booking, we decided to stay an extra two days. We went to the hotel desk hoping to get the special discount rate which Hotels.com had promoted during our booking online. Imagine our surprise to discover that the Hotels.com rate was a bit more than twice the usual rate from the hotel itself! Satan will be shivering under a pile of electric blankets before we book with Hotels.com again.

I made a reservation for our family of four. I made it for a room with a double bed and a roll away. I was first offered a room with one queen bed; we said no. Then they said they had what we wanted so we booked. Then we received emails about our single bed room. We have two teenage children - we would never have booked this room. Each time I called, they assured me that we had the room with two double beds.

I just booked a room in Eugene, OR with non-refundable rate and received conformation email. I showed up at the hotel and it was booked full - no rooms. The front desk at the hotel said they had turned seven people away already that night that had booked through hotels.com. Scam!!

Remembering last year's experience, I checked on the email receipt and saw that they cheated us again... We will NOT book with hotels.com. And others should also stay away from such sites that cheat the public. This is our 2nd time being cheated by this website... We went to their website, got a quote for $99 per night (excluding all other fees), and booked the hotel. Once we got the email confirmation, we looked over it and saw that we were charged $113 (excluding all other fees) per night for the same room. So we immediately cancelled the reservation. This happened to us last year (2012). We had made a reservation and we were forced to pay the higher rate that hotels.com charged on our credit card.

When booking a room at Hotels.com, the receipt I received for a $151 room came to $234. When I called customer service, I asked for an explanation. They told me that there was an extra charge for my two children. I asked the person on the phone to show me where that extra charge was explained. It is not explained anywhere. Hotels.com policy states, "Extra-person charges may apply," however, nowhere on the receipt or when booking the hotel is the amount indicated, neither are the charges explained in the bill. The manager on the phone could not find where the charges are explained. I am not against charging for extra people in a room. I am furious with Hotels.com for not providing me with the information necessary to make a well-informed purchase. I most probably would have chosen another hotel if I was aware of the final price.

I made a reservation for a hotel in Walnut Creek, and when we got to the hotel at 12am, they said there was no room for us. I called the lodging people through hotels.com and they found us a new hotel in SF, which took them almost 2 hrs. And the lodging people asked us if we want to book it through them. I said yes because I wanted to make sure that I can actually have a reservation. But what happened is that the lodging people can't make the reservation for us. However they told us that they already contacted the new hotel in SF.

I have a really negative experience with their call center and unfortunately it has probably lost them a customer. I called in to cancel a booking and to make a new booking. The agent told me that she could help me with the new booking and would have to transfer me to a different department to make the cancellation. I told her that I was looking for a reservation in Vienna, Austria for 1 night for 2 adults and 3 children. I specified the Hotel Regina. She searched, and then quoted me $140 for a room. I told her that I was surprised as that rate was a lot less than I was finding online. She then searched other options and told me that she couldn't book a room for my family with 3 kids and suggested that I book for 2 kids.

I was moving from Arizona to Colorado and made a couple of reservations along the way so I could stop and rest. Packing went behind schedule though. I called the hotels directly and they seemed to be ready and willing to change my reservations by a day without fees. However, they could not do so since the bookings were made through Hotels.com. After calling Hotels.com, I was told that for each reservation, I would be charged an extra $100 to move things around. Each night cost me around $75 to begin with! That teaches me to try to plan ahead. At least I have learned that it is better to make reservations directly with the hotel the day of instead.

On April 22 of 2012, I reserved 3 rooms at the Grandover Resort in NC for my son's college graduation the weekend of May 3, 2013. I had 3 separate 3-page confirmations in hand for same. On May 4 of 2012 my VISA was charged for night of each room by the hotel directly. I assumed this was a deposit since the hotel was fully booked for graduation weekend, as was every other hotel in the Greensboro/Winston-Salem/High Point area. When calling to confirm all was in place several days before graduation to the hotel, I was told I had NO rooms, that my reservation had been made for 2012 and my charges were for NO SHOWS! I spent three stressful days on the phone trying to get help from Hotels.com/Grandover and I was put in the middle with no hotel rooms to be found and no one wanting to refund the money I was charged in 2012 ($700+).

Hotels.com charged me $71 for a hotel room. I happened to notice that the exact hotel was charging $53 for the exact same room. They advertise that if you find a better deal on the same room, they will refund your money. I filled out their report and then they replied that because I had already checked into the room there was nothing I could do! Misleading customers is what they do. I am sure there is a fine print somewhere that states just that, but why have a price match guarantee if you are not going to honor it?

I had what may have been the worst customer service experience I have ever encountered. I am so displeased with the way I was treated. Not only will I voice my opinion here to you, but also to others if nothing is done about it. I work for an advertising agency and I will make sure an editorial is published as well. My father booked through Hotels.com for a hotel room in Columbus, Ohio as a weekend getaway Mother's Day present. My family and I were supposed to leave tomorrow morning, but my dad was rushed to the hospital and admitted this morning for emergency surgery. I didn't ask to cancel the reservation or anything - just SIMPLY reschedule. Turns out it was not so simple.

I have been receiving emails from Hotels.com for someone else! Someone with a similar email address made a reservation and they have been constantly emailing me. There are links to access this person's reservation along with their phone number and information about the reservation that I can view. I have tried numerous times to call and email their company to remove my email address from this account. I was told that they removed my email and they have not. I just received another email for the account holder. The customer service is terrible and they obviously don't care if someone has access to your reservation, along with some account information! If you value your privacy and want to protect your personal information, do not use this company!

If you don't want to be surprised when you arrive for your next vacation with a room you didn't book, then do not book with Hotels.com! I called to book a Vdara 1 bedroom penthouse lake view suite. You may ask why I called Hotels.com in the first place. I was transferred from Delta after booking my flight with them because they stated they were their companion hotel booking agents and should be able to get me a better deal, so I went with it.

I booked a hotel last minute on their recommendation. I was driving and needed a place to stay so I called Hotels.com. The representative recommended a Red Roof Inn on I-35N in Austin based upon the price range I gave him. When I arrived, it was a trash hole - a real dog. I could not put my family in this high crime-ridden area with poor upkeep and in such a state of disrepair. I called Hotels.com and asked for another hotel, and they put me out in the suburbs. I was charged for both hotels, and they will not give me a refund. It was their recommendation of his hotel - poor service, bad!

I booked with Hotels.com about a day and a half before my trip. I never received a confirmation email and had to call 3 times to finally receive one! I was left on hold multiple times. One time it took 45 minutes for the guy to not be successful at what I was asking. When I got to the hotel, what I booked on Hotel.com is not what I received. I booked a superior king and non-smoking. I received 2 double beds and trust me, it was not superior or anything close to the photos. Beware of this site.

I used to book through Hotels.com, so I did in one for a hotel in South America. I wrote in my comment how awful my stay was. I wrote about how they tried to charge me additional costs while checking out and how the service was beyond awful and terrible. Anyways, if you guys are interested what I did write, you can comment here. Hotels.com did not want to publish it because it was against their rules, so I know now why this hotel had good ratings - because they apparently just publish good comments and ratings, and keep it so artificially high. That's why the good rating for this hotel.

Hotels.com charged us $40 more than what the hotel would have charged. We checked at the desk. This happened in Florida in March. The desk of the hotel would have charged us $20 less per night - a savings of $100. Do not use this service. Contact the hotel directly!

I booked a package deal through Hotels.com. I had used them previously for hotel bookings only and had not had any major problems. Do not book any packages with air ticket through Hotels.com. Once you click on the packages webpage, you leave the company of Hotels.com. When serious issues came up with my reservation, I only then realized that my packages were booked through a secondary company and not Hotels.com. The packages company had little, if you could call it that, customer service. They passed the blame and stated that none of the statements, programs or guarantees on Hotels.com was valid on the packages website. I was left to try to make the best of my very bad situation using this awful service. Shame on Hotels.com for this terrible example association. As a result, I will never use Hotels.com again.

I booked on Hotels.com on Friday, May 17, 2013, wanting a reservation for that night and the entire weekend. After entering my days and my cc information and hitting Submit, the site reset and changed my booking to 27-29 May 2013 and I immediately called their 800 number and got an idiot who claimed she could not move it without the hotel manager's approval. I called the hotel and a wonderful manager called them on her cell phone when the hotel line would not dial out and spent over 45 minutes with 2 retards at Hotels.com's call site in South America. After insisting that they change the date repeatedly, the manager said he needed me to call them back on another line since the hotel could not 3-way call. I called and got George, in El Salvador, who claimed he had no idea what was going on and that there were no notes on my reservation and he would move my reservation if I paid $75 + tax instead of $59 + tax! I demanded his supervisor and he, all of a sudden, saw the notes on my reservation and stopped trying to shake me down for an extra $20. Imagine that **!

My wife and I booked what we thought was a cozy hotel ('Locanda ai Bareteri') in Venice. There were only very positive Hotels.com reviews, giving it a rating of 4.6 out of 5. It turned out to be fairly awful - the owner had even hidden the remote control for the air conditioning - and we rated it at 2 out of 5. Hotels.com, however, rejected our feedback even though we wrote nothing which went against their so-called policy. The fact of the matter is, the better Hotels.com hotels look, the more money they make! Pure and simple. I will NEVER trust Hotels.com ratings again and I will revert to using hotelbookings.com and others instead. Beware!

If I could rate this with no stars, I would. I booked a room through Hotels.com three days ago. Earlier today, I found the exact same room at the exact same hotel for the exact same stay at $50 less! I contacted Hotels.com, and they refused to match the price or work with me in any way since I was outside the cancellation window. I will never book with Hotels.com again. They are all about money and nothing about the customer.

I booked a $50 hotel through Hotels.com. Two months later, I received a random $2000 charge on my Visa from Hotels.com. I am currently in the process of trying to get my money back, but I will never book with them again.

When dealing with Hotels.com, always read the fine print on the check out page. It will always state, "If you change or cancel your booking after X:XXpm, XX/XX/XXXX (Pacific Standard Time), you will be charged for one night (including tax). We will not be able to refund any payment for no-shows or early check-out." This date will be today's date, but the time will always be a time in the past! So basically, the free cancellation doesn't mean what it says. It's very tricky. Hotels.com really doesn't charge you a cancellation fee, but in most cases, the actual hotels will. Take caution!

I'm utterly disgusted with the service from Hotels.com. I've made numerous calls to cancel my booking. Each call lasted more than an hour & no one can resolve it! I've spoken to 4 supervisor, Anita **, Deepak **, Asif ** & Abhinav **. They had promised to call me back pertaining to my booking but none of them do so with Anita & Abhinav being the worst as they even hung up my call! Such an embarrassment from India! Terrible service!

We spoke with Hilton about the added fees (26% more) and that they were not divulged when we made the reservation with Hotels.com. We asked Hotels.com to change hotels and they wouldn't. This is the first and last time dealing with Hotels.com.

I tried to make a reservation online using Hotels.com. After inputting all my information, I got a pop up window saying that there was a problem and it may not have gone through. If I did not receive a confirmation email, I should call. However, it did go through my PayPal account. I called Hotels.com (outsourced useless customer service reading from script) and they told me that if the reservation didn't go through, they would not be able to cancel or decline the PayPal transaction. I called PayPal and they said that once the email goes out, they have to wait 30 days for them to claim it but I should call back and talk to someone who has access to the PayPal payments and have them cancel it from their side. Needless to say, Hotels.com stuck to the "We don't get the payment if the reservation doesn't go through" stance. However I still have a hold on my funds for 30 days! If at any time in those 30 days, long past my need for the stupid reservation, they should decide to claim the funds, then I guess I am screwed. I am not done with PayPal yet either but I certainly will never use Hotels.com!

I used Hotels.com all the time booking 40-50 rooms a year until the last time. I booked and paid for a room via Hotels.com and when we checked out, we were presented with a bill for the full room rate which I had already paid. Long story short, after 30 calls to the pointless customer service line, I gave up and lodged a complaint with my credit card. They couldn't get anywhere either so I got a refund.

I tried to book a room with Hotels.com in early May for a hotel in Corpus Christi in July. I ended up talking to a rep on the phone and she was helpful about getting me a room and taking my card to reserve the room. A day later, the entire charge was placed on my card in May for a July rental. When I called to ask why, the man was very apologetic but was unwilling to correct the situation. He sounded as if this was an everyday issue. So the point of the story, do not use them if you want to book in advance and pay when you actually get the room as opposed to 2 months in advance. It is still May; I better have a room when I get there in July!

I had to travel last minute. I used hotels.com to book a room because they advertise to help you find cheap hotels or the best deal. They booked me at La Torretta in Montgomery, TX at $219 a night. An associate of mine booked the same type of room, for the same period of time directly on their website. She received a rate of $134 a night. I asked the hotel manager if I could have the same rate. She stated they sell an allotted number of rooms to Hotels.com and didn't have any control over how much they charged.

Never use their service! They give you misinformation and do not care for their action and mistakes! I requested for a specific hotel A and the reservation guy would not understand me and kept on asking me which city when I said city of Berkeley. They booked me at a wrong hotel B. I showed up to hotel A and the hotel was closed! I called the Hotels.com back saying it was closed, that I cannot get to the room and service I requested for. They told me they could not confirm hotel A was closed and left me stranded and told me to call back in the morning. I had to look around for a vacant room driving to places I did not even know! (And I am from LA.)

This is the worst experience we have ever had with any hotel in Orlando FL, the Radisson Resort, Kissimmee, FL. The hotel is listed under 4 stars on Hotels.com. The rooms were old and dirty, hair and yellow spots were on the pillows and sheets; carpet was old and filthy. Bathroom had mold on the grouts. We had to take showers with cold water four days out of the six days. The room had no WiFi or Lan because it is far from the router. We tried to find another hotel and we could not as it was a busy week.

I tried to use Hotels.com to get a room in Reno last minute as I didn't plan on staying overnight but business ran late. When I got to the hotel, I was told that Hotels.com made the reservation for the following night and I didn't have a room. When I called Hotels.com, I got the run-around on the phone and they told me I could not get a room, so I booked it with the hotel directly.

Two weeks before my trip to LA, I booked a room of Best Western Regency Inn via Hotels.com with the price at $9/night. I called BWR asking for confirmation and they sent me one ($9/night). Two days before the departure, Hotels.com sent me an email confirming the room. When showing up at hotel, BWR said $90/night! What is that if it's not a scam? They want to draw customers coming to their hotels and charge them with regular price regardless of their prices at time of booking! Stay away from Hotels.com to save your time and your trip!

I did a Google search for the phone number of a Hampton Inn in Marion, NC. I saw the Hampton Inn logo and called that number. I made reservations for two rooms for two nights. I was told by the heavily-accented person on the other end of the line that he got me "the best rate." When I checked in the Hampton Inn at Marion, they told me my reservation was made through Hotels.com. I did not realize I had done this. The front desk person at the Hampton Inn told me that their website looks just like the Hampton Inn's website. Okay, so I was misled into making a reservation, through Hotels.com.

We booked a room in Puerto Vallarta, Mexico. We were quoted 480 pesos per night and charged 480USD for a two-night stay. When the discrepancy was discovered, we were not allowed to cancel the second night. We were stranded in Mexico, bank account overdrawn and overcharged over 1000USD. There is no resolution with Hotels.com - need help!

So I booked a suite of Marina Bay Sands in Singapore for a vacation with my family in July via Hotels.com Hongkong website in mid-March. I input a coupon code and got over 60% discount! I thought I was so lucky. I input everything and got a confirmation email from them. My credit card was charged immediately. Then I booked the tickets and also another hotel in Singapore from another website. Before that, I was still debating to go to Singapore or Okinawa. When I got this great deal, I gave up Okinawa. Everything was fine and I was looking forward to my vacation. Then suddenly, I got an email from Hotels.com telling me that my reservation had been canceled. I was shocked. Then I called the hotline and got all those **, like my coupon code was invalid blah blah blah. It was supposed to be 10% discount.

I lost $980 of my 5-day stay in Paris, France. I called to request a change. The one I spoke with said it would require 72 hours for them to verify the hotel policy in France. I never got a call back like the agent promised. After I called back, it turns out there were no notes on my account and I have to start over. The final determination was that they won't take any kind of loss on the transaction so I'm to pay the full amount even if I won't be there due to passport issues. Incredibly, they refused any kind of credit or accommodation.

I saw a deal at Hotels.com and decided to book it because it was cheaper than other hotel booking website. It offers a USD15 room while others offer between USD40 to USD 50. When I completed all the details and my credit card number and pressed the '"Book" button, a window popped out saying that my booking was incomplete. However my credit card was still charged USD5 for the transaction. And guess what? The price of the room changed from USD15 to USD45. I guess, it's one of their dirty tricks to scam the user's money by just getting our credit card charged but you have no room given. It might be not a big amount for us but imagine how much they can get if 100 people thought they had a good deal? Just use other better websites than this. Ripped off!

I checked into the motel I booked at Hotels.com and found the room to be old, small and smelling bad. I asked the room clerk to refund my money for the two nights I had booked and he said no way. I called Hotels.com. They called the motel that said that the room was sold after I left with no problems. Hotels.com said they were keeping my money and that I was a bad customer and then hung up on me. Now that's service with a smile.

Do not book your room through Hotels.com. They are a rip off. I tried to cancel my room because I could not make it due to personal reasons. When I called them, they said there is a penalty for cancelling the room. I thought that's fine. What's a little penalty going to hurt!? However, their penalty is 100% of the room cost so guess what, they just keep all your money and call that a penalty instead of calling it stealing! They won't even hold a credit for you to use in the future. Nope, they just take all your money. People need to stop utilizing them and maybe they will learn how to treat customers better!

I booked a room prior to a cruise we took last year. We were leaving our hometown late in the evening and needed a place to stay halfway to our destination. I had all of my printouts showing my payments and my confirmation numbers for a one-night stay at a Hampton Inn. We arrived at the hotel and found out that we had no room there. I told her I had a confirmation number. I had called Hotels.com earlier in the day to be sure the confirmation was good and we didn't need to call the hotel directly to confirm the room. The customer service agent assured me that we did not.

We booked a hotel in Las Vegas, NV at the last minute through Hotels.com. When we got there (the Quad), it was so horrible that we regretted the decision. We tried to cancel the reservation through Hotels.com but they could not. We trudged forward not wanting to lose the money we'd already paid only to get charged again by the hotel themselves because they said the Hotels.com reservation/payment had not come through yet, that they would only hold my credit card until they could confirm the next morning that it was already paid. Well yeah, both charges are now on my credit card! I will continue fighting this with the hotel and Hotels.com but unfortunately, no one will do anything unless the right people are in the hotel which is Mon-Fri during the day it appears. We'll see what happens.

I booked a 5-night stay at the LVH-Las Vegas on April 15, 2013 for 2 people. There was a promotional offer right on the Hotel particulars panel that granted the customer $100 in restaurant vouchers at LVH. The link to receive the printable vouchers was supposed to be included with the confirmation email. Based partly on this offer, we booked with Hotels.com, but we never received the promised link. I called immediately, and confirmed with the customer service agent that I was indeed entitled to this promotional offer. She said she would forward my case to the promotional department and that I would receive an email from them within 24 hours.

I made a reservation and I made it for the wrong date. I never received an email confirmation and did not realize my mistake right away but I called them 35 days before my reservation to change the date. They said I was too late and that they would have to charge me 100% of the reservation as a change fee! Right on the website, it said Hotels.com does not charge a change or cancellation fee! I will never use them again.

I booked a room for 2 nights one week out from my check-in date. 3 days from when I was set to arrive, I received a letter that my reservation had been cancelled. As compensation, I was booked in the same hotel chain 40 miles down the interstate at the same rates (when they should have been much cheaper) and received half my original payment as credit back to the site. Seems O.K. until you realize what should have been money in your pocket or towards your desired hotel is just a scam used to get you to book with them again, and -surprise- another awful experience.

I booked a hotel reservation at Hotels.com and told the agent where I want to stay. He assured me that he would do just that. I checked my reservations and he had booked me in a hotel 5 hours from where my meeting was. When I called them to let them know that the reservation was not correct, they said that they were sorry and that they would help me. What they did was charge me another $257 more to correct their mistake. The supervisors were very unprofessional and no help at all. So I wound up paying $527 for my hotel because it was their fault to begin with and they would not own up to it. I would never use them again.

I booked a stay through them and they simply will not credit me with the two nights. They agreed the stay qualifies. They claim to have given me the credit. They promise almost every day to credit me and the credit does not appear. I have corresponded with them over this for two months and now I am done. Use Hotels.com to search out area hotels, but do not book through them. Go to your chosen hotel's site instead.

Hotels.com made many false claims. They said my hotel had free parking when it did not. They said that I could have 6 guests in a suite when that was illegal. I asked for 2 nights reservation and they gave me one night. I asked twice to confirm that it was a two night stay since the price seemed low. Very unprofessional. It seems that they lie just to get the sale.

I have made a hotel booking through hotels.com at Ooty. I have reached Ooty around 4pm, and then I have called the hotel for a landmark. They said the Pinewood Resort has been sold, and they have not taken any reservation/booking. I have called hotels.com, but I did not get any proper response (they said they will connect me to their manager and it will be disconnected).

Hotels.com is very unethical. I tried to stay loyal by booking through Hotels.com. During my last convention, I bent over backwards to stay within their list of hotels and therefore having to walk a mile to the convention, only to find out that Hotels.com did not want to give me the credit that I so deserve just because I happened to have used my secondary e-mail and not my primary. I will tell the whole world about this and I regret referring families and friends to Hotels.com.

Do not use this website; they are fraudulent and rude. I booked at a nice hotel but the pictures were not the actual roach motel they booked for me. They charged my account and refused to refund although it was their mistake. The hotel pictured was not what we got. Buyers beware!

I made a reservation through Hotels.com for the Travelodge in Virginia Beach, VA and had an absolutely horrible experience at the hotel. Both rooms I was offered were filthy. Food was on the floor and couch, trash in the corners and behind the couch, dead bolt was broken, and several other issues. I asked the manager for a refund because the second room was even worse than the first and he told me no. I left. I then called Hotels.com and they told me there was nothing they could do. I left a review of the hotel on Hotels.com and I just received an email saying that they wouldn't take my review. Why? The hotel was horrible and people need to know that. I wasted a good chunk of money on that room that I didn't even get to stay in because it was that horrible. I am so disgusted.

We made a reservation through Hotels.com at Budget Inn of Hayward. We showed up at the hotel. The manager told us that the hotel is sold out. How does hotels.com allow the reservation then? We called hotels.com to refund our money and they refused! So in summary, we did not get the hotel room, suffered the inconvenience of searching a new hotel room at an unknown city, and also had to pay for the room as well. Website is a total scam.

I made a reservation with Hotels.com. On the day I was to check in, I got a call from the hotel a few hours before check-in that my room was not available and I could get another room at a higher price. So I went somewhere else. After I got home, I tried to get a refund from Hotels.com. They said the hotel manager said I tried to check in early and the room was not available. That is a lie. I have the call on voicemail, still I cannot get a refund. Angry.

So I booked a smoking room through Hotels.com. They immediately charged me $1.00 and $197.43 for the room. Within 1 minute, the hotel they booked called me and said their whole property was non-smoking. I called Hotels.com back and after being on hold for 10 minutes, they told me they requested a smoking room but would contact the hotel to verify. About 10 more minutes later, they told me they would give me a refund in 7 to 10 days! My bank has live banking. As soon as a transaction goes through, either debit or credit, the bank has the transaction immediately.

After talking on the phone with David for over an hour, he told us a rate that we agreed to. We gave him our credit card numbers and he was about to give us a confirmation number. Then he hung up on us. We called back to talk to him and hotels.com told us the rooms were not booked and they didn't know of a David. When we asked them to look on their staffing list, they said they didn't have a list of any of the employees that worked for them. We essentially gave our credit card information to someone that we aren't even sure worked for hotels.com. After talking to 2 different supervisors, we ended up hanging up. The supervisors were rude and unhelpful. They didn't care that they lost business or that their reputation was being ruined. I will never even go to hotels.com or call them to book a hotel again. I only rated them 1 star because there wasn't an option to rate 0 stars.

I made a reservation on Hotels.com website. Confirmed. I drove three hundred miles and the reservation wasn't in the Hampton Inn computer. Hotels.com faxed it over and the hotel did not accept the fax reservations. The hotel was sold out. Lucky for me, the desk staff bent over backwards to help out and got me a room and a lesser hotel down the road. Hotel.com tripped all over themselves trying to blame Hampton Inn. Don't ever trust Hotels.com's confirmed reservation. Hotels.com was not helpful and did not offer any type of compensation for their poor performance.

The website gave incorrect info. I was expecting a suite w/ 2 double beds and sleeper sofa. When I arrived, there was no sleeper sofa. The hotel offered a cot for a charge. I didn't realize this site is a pre-pay site which is just stupid. I have never prepaid for a hotel. When I checked out of the room, the price the hotel listed was $52 cheaper than the website. I will never use this site again.

I decided to let my son have his first spring break without the family. I booked a reservation at Hotels.com who told me the hotel was on the beach (not), 2.2 miles from the beach. Then when my son went to check in, they charged me $200.00 for incidentals. When I spoke with the hotel, they informed me only through 3rd party reservations do they require this fee because the only thing they receive from Hotels.com is a name. When I asked about extra charges, they did not say anything. But when I called, they told me it was in the email I received after I paid for the room. They put a hold of $200.00 on my debit card and told me it would take up to 10 days for me to see a refund. Never use Hotels.com. Go directly to the hotel instead.

Hotels.com booked us the wrong hotel. We were very clear about the hotel we were talking about. The next day we found out that they only booked us 1 night instead of the 2 nights we were supposedly booked by them. Because of this, we had to move to another hotel but at the last minute nice hotels were already booked. When we called Customer Service, we got hung up on after a few minutes of complaining.

I booked one king suite but got 2 rooms with double beds. The hotel tried to charge cancellation fee since two wrong rooms were booked. I had to pay an upgrade fee to get what I booked and got a confirmation for. Hotels.com offered no help whatsoever. Very disappointed in this service.

I booked a hotel with Hotels.com at a supposedly discounted rate. When I called the hotel directly, I found out that they were charging $30 less a night for the same room. When I called Hotels.com back, they had a terrible attitude and refused to match the lower price or cancel my reservation. I would never use them again.

I booked and paid online with Hotels.com for a one night stay. I checked into the hotel and they confirmed they had my reservation with Hotels.com. They asked for my credit card for incidental charges. I checked out the next morning with no extra charges. A month later, my visa bill showed 2 charges (one for $94.42 from Hotels.com and another for $68.54 from the actual hotel). When I called Hotels.com to have this corrected, they told me that my reservation was for a different night than I stayed and that's why I had 2 charges.

We booked 2 nights at a hotel through Hotels.com. They charged our card and sent us the confirmation. When we arrived at the hotel (late at night, mind you, with a small child), we were told the hotel was completely booked. The hotel was very apologetic, comped the night and put us in the living room portion of a suite (the only space they had available). While the hotel was very nice, the sofa bed was still a sofa bed. The mattress literally formed a hill over the center support bar. We had to put the mattress on the floor in order to even lay down. I suppose we should be grateful we at least had a bathroom. The second night was fine, but I certainly will never use Hotels.com again to book a hotel. I almost never book through one of these third parties. I guess my instincts were correct.

I booked a hotel 1 month in advance but I needed to change the dates of my reservation. The website and reservation confirmation had an option make changes to your room booking. I tried to follow the thread of prompts. I found it impossible to make any changes online so I decided to call the 1800 number. The customer service was not very helpful. They just kept repeating that for me to change my dates. They have to charge me a penalty which was equivalent to the whole amount of my original booking. They were willing to rebook me for the desired date but I have to pay in full for my new dates and none of the amount of money I paid for the original booking will be applied to my new booking. This does not make sense. I tried to call the hotel directly. They said that only Hotels.com can help me and that I just needed to explain to them again what I needed to do. I tried to call back the 1800 number. The second agent was a lot more helpful but still, overall, I would say that with this experience, I will strongly recommend for anyone to stay away from Hotels.com.

I made a reservation in January using a double credits promotion code for 5 rooms in a hotel. Double credits mean I should get double credits for the 5 rooms I reserved. I got the initial credits for the rooms, called customer service for promotion credit and after 5 or 10 minutes I was told to wait 4 weeks. After 4 weeks, I called back and after a similar phone call I was told to wait for 2 more weeks. 2 weeks later, nothing. I called again and was told it would be taken care of in 72 hours. 4 days later, nothing. I called back and was told it would be handled that day. Nothing.

This company is misleading and not willing to help. I called in to book a hotel. According to their records, no hotel was available in the area based upon my request. So they recommended a hotel of a low category, which I booked. After 10 min. of booking, I looked it up to see what have they recommended and you wouldn't believe the reviews about this hotel. I called immediately and tried to cancel and/or find another hotel. Here is the catch: "Sir, you are being charged one day from the hotel you booked. There is nothing that we can do." I explained that I booked it through them and not the hotel and that they were responsible for the refund, and it has been only 10 min. since I booked it, but they were shifting the blame on the hotel. Of course, I did ask for the supervisor but she was even more unreasonable. I'm taking them to court.

I booked a room that claimed to sleep 6. It listed 2 Queen beds and a sleeper sofa. That hotel does not even have a room that sleeps 6. We ended up putting 2 kids on the floor. When I called Hotels.com, they offered me a coupon for $25 off my next stay as if I would ever trust them to use it. I spoke with 2 separate reps from Hotels.com and neither spoke English well enough to convince me that I was being understood. Bottom line is, once they get your money, you are out of luck. Don't use their site.

We booked on Hotels.com. The total cost listed was for room, service charges and taxes. However, at the hotel, they charged us an extra $20/day resort charge, including 2 waters and 2 beach towels, and WiFi was not an option. This information was not on our booking information. Also the Hotels.com site said free cancellation. However, after I booked, the paperwork said it was non-refundable. This was false advertising. I wish to be compensated.