Hotels.com Reviews

I have called three times, and each time, a representative told me they would get back to me. I was charged twice while I stayed at Bayside Marina. I have never had such poor service with your company or any other reservation company. Now, I am experiencing the worst service I have ever encountered. I am now contacting my credit card company. I travel three times a year and I will now be using a different company. I am on the phone with another representative. She is giving me a ref # **. Each time I have had to go and spend 20-30 minutes on the phone.

My trip plans changed. I had booked one night with an Inn on Hotels.com. I needed to add a second night. I called the 1-800 hotline as my trip wasn't taking place until over a month later, so I felt I had lots of time. I was told that to add a room, I had "missed my window for changing a booking", so I had to pay a $125 penalty fee. But surely - I thought - I was adding a room. I'm paying you more. I'm not cancelling. Why would there be a fee to extend my stay? Alas, the CSR re-read me the non-nonsensical policy in robotic monotone. To sum up: "Why?” … “Because we said so." If I simply added a second booking to the same hotel on Hotels.com, there would be no penalty, but I would likely be forced to change rooms during my stay. I wasn't interested in that option. Forget it. I called the hotel. They were nicer. I got a better rate, and no penalty. I will never use Hotels.com service again.

I called to make reservations in Santa Fe, New Mexico. I asked if there were any discounts. I was informed by the call center that they could offer me a $10 discount (on $950 in room charges for 4 nights). Never was it mentioned if I used this $10 discount, all four nights would not be credited to my account. They offered pay 10 nights, get 1 night free, comparable.

I was trying to book a hotel room for my upcoming vacation in Vienna, Austria. I entered the credit card information and clicked 'purchase'. A pop-up showed up saying that the hotel room is not available and this can happen in busy periods. However, my credit card was still charged. I am in the process of trying to remove these charges. However, the customer support experience is horrible. I will never use Hotels.com again. Be very careful of the charges.

After learning that a concert had been canceled, late on the day before the hotel reservation, I contacted the hotel to cancel the booking (booked through Hotels.com). They directed us to Hotels.com. The person answering the call was rude at best, definitely not helpful, and finally said we had to call back in the morning when a manager would be present. When calling back in the morning, the manager said it was too late to cancel for a refund. I tried challenging the charge through the credit card company, but Hotels.com claimed we had not tried to contact them. Don't ever use Hotels.com for booking a hotel! Once they have charged your credit card, they really don't care.

I used Hotels.com once to get a hotel in Virginia Beach, Virginia. If I called the hotel and reserved, it would have been less expensive. My friend used Hotels.com against my advice in Seattle Washington. The room looked nothing like the picture. It was also more expensive than the prices the hotel had posted. The room was filthy and the hotel refused to help, because we did not reserve the room with them; we reserved with Hotels.com so we called Hotels.com and spent several hours on the phone and got nowhere with the customer service. We ended up having to pay for that room that was not clean and had to pay for a room that we had to find on our own.

I booked online, but canceled the reservation 6 days in advance. Hotels.com charged my credit card the day I booked, canceled 7 days later and 6 days prior to reservation. Hotels.com said the hotel charged them, but the hotel said they did not charge them. They did not refund my $90 for a one-night stay that I canceled 6 days in advance and received confirmation number of cancellation. I filed a dispute with my credit card company to try to receive refund but is still pending. Hotels.com does not cooperate, is rude, deceptive and out to make a buck! They outright lied to me. I canceled, had a cancellation number but it did not matter; they would not refund my monies. After calling their number 3 times and 3 calls to the hotel and me losing my temper verbally, at the end, lesson learned - I will never book through them again. I think you are best off to book directly with hotels.

I have tickets to Comic-Con and am having difficulty getting a hotel room anywhere near the convention center. I found one on Hotels.com that was not that close, but it could have been worse. I wasn't sure I wanted it, but I wanted to make the reservation because rooms were going fast. I carefully looked for the cancellation policy as I have had experience with hotel reservations made on travel sites sometimes being non-refundable. Here's the cancellation policy as stated during the booking process: Cancellation policy - Free cancellation until 07/14/13: If you change or cancel your reservation after 4:00 pm, 07/14/13 ((GMT-08:00) Pacific Time (US & Canada; Tijuana), you will be charged for 1 night (including tax). We will not be able to refund any payment for no-shows or early check-out.

Their cancellation policy is deceptive. They say that you will be charged one night for cancellation but, in fact, we were charged for both nights. They are both difficult to understand and rude. Do not use Hotels.com.

If you are even thinking about using hotels.com, run - don’t walk to another site. I was trying to book rooms for a medical trip to Sacramento. I called the first time trying to book one room for one night and one room for 2 nights; the phone call lasted over 40 minutes. I believe they are outsourced to India - the language barrier was something else. At the end of the session, everything was done except I did not have conf. numbers - I was cut off. I called back immediately, asked if the reservation had gone through and was told no. I started all over again. It took a lot less time, only 34 minutes. This time I was given reservation numbers.

I booked rooms for a group and it wasn't clear that the rooms would be prepaid until after the booking. Under normal circumstances, the credit card is used as security for the reservation and payment is sorted out at the hotel, which was my expectation. When I saw that they were prepaid to the same card - one that wasn't authorized to pay for all the groups - I contacted them about changing the payment method for some of the rooms. They said that it was impossible, they would have to cancel the room and there were no rooms available to rebook. Apparently, they are unable to refund a charge I paid to them directly and then change the payment to another card. It's their way or the highway and the terms aren't clear until you've already booked. Avoid at all costs if you want any sort of flexibility at all. It's very poor customer service and unimpressive overall. I just hope I actually have a room when I get there.

I have had no dealings whatsoever with anyone or any business in Italy but after I made several bookings with Hotels.com for an Italian holiday in June, all post paid bookings, not pre-paid, my credit card was hit with three fraudulent charges by Cirsacom, Asago in Italy on the very same day that I made the bookings. From what I can make out, this is an online gambling site. I have been without my credit card for 10 days and had lots of inconvenience because of that of course. And Hotels.com couldn't care less! My credit card company asked me to let Hotels.com know, so I phoned them and was told to send an email about it and to attach copies of the fraudulent activity.

I booked a room for 3 nights recently. The order page had no mention of room guarantees and such until you already paid and became trapped into their lair of despair. When I went to the hotel I booked to check in, they told me that no regular rooms were available and also that there were no smoking rooms left. This defeats the purpose of my short vacation since I smoke. I can find plenty of alternatives in the same area which I did. I asked the front hotel clerk to cancel my room and inquired if there would be any penalties or fees. He told me no and that I should receive a full refund. Hotels.com never sent me a refund and when I called them for answers, the support rep assured me that he will leave a note in the system for a supervisor to call me and work through the mess. Never use this company unless you have no other alternative. This loss hurt me deeply since I'm disabled with very limited income.

I booked a king room through Hotels.com for Valentine weekend and was pleased with the hotel until I got to the room. My wife and I were given an accessible room which had only basics in room - bed, end tables, desk with chair and TV. The room didn't look like the advertised room, and we called down the following day after we were able to compare our room to other standard kings. The front desk manager blew off our requests as if we were annoying her by questioning why we were given this room. To add insult, we were charged for a bottle of wine we did not consume.

I booked a review via hotels.com for 7 nights. I expected to stay the full stay (obviously), as I chose a non-refundable reservation. However, after two nights, I was told by my doctor that I needed to go into the hospital, so I left. I told the hotel I was leaving to go into the hospital and they told me to call hotels.com to see about getting a refund for the nights I did not stay. I contacted hotels.com four times over the phone and once via email, and they have refused to give me a refund, saying the hotel manager would not refund them. The supervisor of the person who gave me the telephone service claimed there was no one else I could talk to about this. I spent over $1000 on those five nights. I find it unbelievable that hotels.com will not give refunds, including with proof of hospitalization. It is apparent that hotels.com does not care about how it treats its customers, and this is certainly the last time it will be getting business from me or anyone I know.

I booked a hotel through Hotels.com for a one-night stay at Villa Florence in San Francisco. I booked a Junior Suite for $285. Upon arrival at the hotel, I was told that they overbooked, did not have a suite, and can only give me a King Room for $195. I said that that would be fine. They told me Hotels.com would just refund me the difference. For one entire week now, I have called them every single day. Every day I'm told, "Oh, I’m so sorry, let’s look into this and get back to you." No results.

When you call hotels.com (which is Expedia, Kayak, and others), they tell you that there are no rooms left. Actually, the company buys only so many rooms from the hotel from their inventory, so if they buy 20 rooms out of 500 and they sell out of the 20 rooms before you call, they say sold out even if the hotel still has the other 480 vacant. This is how it works. Agents are paid low wages and earn commissions if you book the room. Agents have to book about 45% of their calls over a 2 week period or they do not get a commission check that pay period, which is hard to do and which is why there is so much turnover of employees. Sales agents will lie just to book you a room so they can get paid. It's a shame people will lie out of greed or the need for money. Some tell the truth and get fired.

Their customer service is **. They aren't willing to help you out when you really need it. Their website is misleading and does not properly inform you of the prices, the fees that they apply and that you will be charged per room. You will suddenly be charged with over $100 fee. Do not book with Hotels.com.

I booked 3 non-prepaid rooms but my card was charged straight away. Also my booking confirmation from them said the price included taxes and fees but yet VAT was charged on top. I contacted them on many occasions to sort this issue out I have been hung up on, put on hold forever then hung up on. I offered to send them the confirmation and they said I could have edited the email confirmation! Avoid hotels.com please.

I booked a room for SF. Within 24 hours, I tried to cancel. Hotels.com still wanted to charge me for one night. Hotel.com states that it is the hotel's policy, but I called the hotel and they stated that it is Hotels.com's policy. What is free about free cancellation? Hotels.com is deceiving their customers with free cancellation.

A last minute business trip to San Antonio TX made me try Hotels. com. I never used this before. I had a chat with the rep while driving and she booked me in totally the wrong area. When I got close to the city, I mapped the hotel she booked me to and it was on the other side of where I needed to go. I called back to let them know and I got a bunch of lies. Now this was 2 hours after I had "booked." First, the same rep answered and she said that she was going to call the "owners of the hotel." I thought, "Wow, I didn't know you guys had access to people like that." After I called her bluff, I asked to speak with the supervisor/manager. I had him on the speaker phone; we talked about the booking and why I will get penalized if it was a mistake from his company. He assured me that I was getting the refund back to my credit card and apologized for the inconvenience. What they did is send me a $100 coupon to use their pathetic service again; they lied to me and, unfortunately, I cannot do anything. Why? Because there is no law that protects a consumer from scammers and people like them.

I booked a room through Hotels.com late December 2011. They charged my card immediately. When I got to the hotel, the hotel swiped my card for incidental charges and charged me again. The hotel confirmed that Hotels.com did not pay them so the hotel kept the payment. The hotel worked with Hotels.com for three months with several assurances that I would be credited. Hotels.com never credited my account. In frustration, the hotel turned everything over to me including the contact notes with Hotels.com.

I booked a room at the last minute for my daughter at the Hilton Atlanta Airport. Card was charged. Reservation was confirmed. My daughter took a shuttle from airport to Hilton to find no availability. I called hotels.com and the young woman was snide and snippy. Put me on hold while she called to confirm no availability. My husband also called some young woman who was rude and put him on hold and then hung up. More details that I am just too exhausted to go into. I did wind up with a great woman who felt awful about our experience but couldn't help but at least refunded our money.

I used Hotels.com to reserve two nights at the La Quinta Inn in Fowler, CA. My credit card company contacted me two days later to ask about a fraudulent charge from 5 Seasons Hotel in New Mexico(?). I can't be sure if my card was compromised on Hotels.com or not and this review does not reflect that. I reviewed my reservation for the cancellation policy which states: "Free cancellation until 02/14/13 - If you change or cancel your reservation after 6:00 pm, 02/14/13 ((GMT-08:00) Pacific Time (US & Canada); Tijuana) you will be charged for 1 night (including tax). We will not be able to refund any payment for no-shows or early check-out."

I did a reservation with hotels.com to the Hotel El Prado in Barranquilla for carnival time. When I arrived there at midnight, the hotel told me that they didn't have any reservation under my name. After spending until 2 am trying to figure out with the reception what happened, the hotel was nice enough to let us stay for the night. The next day, after trying to get in contact with hotels.com and going through multiple representatives, the only thing that they did for me was locate me in a hotel with lower standards; and after that, on every call that I made to them, they hung up on me. When I checked out from the hotel to which I made the original reservation, they informed me that they didn't have any business relationship with hotels.com or Expedia 7 months ago, which means they sold me something they didn't have available. This has been the worst experience I’ve ever had while going through a travel website. Please do not book through them.

I booked hotels to a recent Costa Rica trip through Hotels.com, from 2/2/13 to 2/6/13. Due to a mechanical issue, my flights were cancelled, so I had to scramble for another flight route to Costa Rica. I told Hotels.com staff right away (around 10 AM on 2/2/13) about my situation, that I cannot land in Costa Rica until 2/3/13. The staff indicated that Hotels.com won't charge me that night unless the hotel charged me, and they will inform the hotel in Costa Rica. However, the hotel had no record of me checking late so they had to charge me for the unused night because nobody informed them about my situation.

Thinking that Hotels.com is a discount booking site, I went ahead and booked a room through them. I arrived at the hotel, received my room number and it was not what I was told I was getting through Hotels.com. They were nice enough to give me the room I requested, but also informed me that I actually paid more through Hotels.com than what I would have through them directly. I called Hotels.com and initially was told I could have a refund of the difference, but then was transferred to a manager, who told me he would not give a refund at all. Not only do they charge 20% more than the hotel, they falsely advertise that they are saving me 33%. They also do not follow through with what they promise you. Do not ever book through them!

Buyer beware! I purchased tickets through Hotels.com for my honeymoon. I called them personally to make sure the details of the trip were clear. The agent assured me that the resort was 5 star, recently renovated and that they had no complaints. Further, he said that this was a great choice for this type of vacation and their research showed many satisfied visitors, "This is why you use Hotels.com."

After Nemo hit, we lost power in our house. I woke up the next morning and saw the temperature for the night was going to be 10 degrees. I knew without heat, the house would be very cold. Cell phones had limited service, but finally booked a pet-friendly room for my husband, my mother, my cat and myself. We managed to dig out the car and were on our way. We called the hotel to confirm the reservation. They told us they were booked and they didn't get the reservation. As I pulled over to call back Hotels.com, my car got stuck in a snow bank (other cars pushed me out). I was on hold and waiting for Hotels.com to find me another hotel for 4 hours!

I reserved a hotel. It said it was a Ramada Inn. I then traveled to the hotel which was actually called a different name and known as a hotel that was run down & and not a desirable destination. I was able to cancel the reservation in the allotted time. I requested a refund which they agreed to do immediately. Well, after 3 long weeks of numerous phone calls to a call center that does not have one person that could speak full English, I still do not have my money. On top of this, they lied to me, lied to PayPal and were very rude every step of the way. Also, please make note to never pay with a hotel reservation with PayPal. They claim they do not cover "Services" although I paid with a PayPal debit card. My advice is, use Hotels.com to get rates. Then go to that hotel directly to book even if it's a few dollars more. If you have a problem with your reservation, you will not want to rely on Hotels.com!

I booked a stay for 2 nights in a hotel in El Salvador. When I arrived at the hotel, they had no telephone or internet access. I drove to an internet cafe and cancelled my reservation. I then went to another hotel. I told them that I understood I may be charged for 1 night because it was less than 24 hours notice, but they told me they would charge me for both nights, because it needed to be 24 hours prior to the whole itinerary. Anyway, I don't recommend them at all. I would stick with Expedia or Orbitz or really any other service. This will be the last time I use Hotels.com.

This company misrepresents itself. I thought I was calling to make a reservation for the Holiday Inn Express. When they asked for my credit card, I told them I needed to pay separately for the two rooms as they were being expensed for business. They took my card and said that wouldn't be an issue. Once I got to the hotel, they said they I had already prepaid through this company. I didn't even know it was a third party. They never represented themselves that way. Now I have been charged for both rooms and Hotels.com says, "Too bad we can't help you." Even though they misrepresented themselves and their customer service rep said it wouldn't be a problem and it's all documented, it's, "Too bad, sorry, we can't help you," and they can't speak the language. It's a horrible experience. Check the phone number to make sure you are calling the hotel and not a third party.

I booked a room through Hotels.com for the Excalibur Hotel in Las Vegas. Hotels.com charged me immediately and told me that I do not need to pay for anything. Upon arriving, Hotels.com made me sign a mandatory fee for $15.60 per day, or else, they would not give me the key to enter the room. I had no choice but to pay. I realized that about $149 per night, plus $15.60 = $164.60. I could have booked this room directly with Excalibur for $133.00 all inclusive. Keep in mind that Hotels.com is a referral center which we, the people who visit their website, really end up paying for. It makes no sense to use this third party for more.

I booked a hotel through Hotels.com and was supposed to receive a confirmation via email. I never did. Shortly after, I found a cheaper rate and went to cancel my reservation. Since I never received an email, I did not have a confirmation number. After spending over an hour and a half on the phone and calling 3 separate times, they could not locate any type of reservation. I called the hotel and they were able give me a confirmation number. I called Hotels.com again and even with a confirmation number, they could not find my reservation. Finally, after getting angry, I was able to talk to a supervisor who found the reservation immediately. When I tried to verbalize my frustration, she talked over me and never stopped to listen. There is a serious language barrier with this call center.

I booked my room with this company at a rate of $431.02. I happened to call the hotel for some additional questions and they said it was actually $312.20 for the exact same room. I then called back to Hotels.com and spoke to a lady who told me I needed to provide them with the website so they could verify the rate. I hung up, went to the website to verify the hotel website and the rate as well and was able to find it. I then called back and spoke to a man who seemed like he had the hardest time understanding that I was calling for the price match. After keeping me on hold for almost 45 minutes researching, he conveniently could not find the rate, so I asked for a manager.

When I was looking for a hotel for my husband to stay at while he was dealing with the details of his mother's recent death, I explained to the agent why he was going to Ottawa. She seemed to really understand that it was an unplanned trip and that he was going to be dealing with enough stress that a nice room at a reasonable price, close to where he needed to be, was all that we needed. My husband arrived to find he was booked in a seniors living building! I couldn't believe it!

I booked a room with Hotels.com a few months ago at the Aria hotel in Vegas. I recently noticed that the same room was cheaper on a different website. I completed the relevant details on Hotels.com website in order to make use of their price match guarantee. After a few emails back and forth and various screen shots sent, I received another email to say that the cancellation policy was not the same. At the exact time as receiving this email, I have confirmation of me registering with the other hotel website - even though I hadn't!

Several friends and I booked a block of rooms through Hotels.com. We sent our reviews in - none of them was approved. We can only guess it's because they were low reviews. Hotel.com should be embarrassed of this type of sleazy business.

Well, I booked a room at a hotel in Hanover, MD. When I arrived at the hotel, the lady at the front desk didn't have any room booked for me. I told her I used Hotels.com and we called to get things sorted out and the customer service guy from Hotels.com was very rude. He never apologized for the inconvenience he had caused me and when I asked for a manager, he would not transfer me. I called back and the same guy answered the phone which was weird because I thought that when customers call, they were calling a call center. I will never use Hotels.com again. The guy who is always answering the phone is too rude and I'm not spending my money with a company like this one.

I booked a room at the Hilton Garden Hotel at the Rome, Italy Airport. There were many rates. I picked the $153 rate which included breakfast. The same room without breakfast was $145. When I got my receipt, it did not include breakfast. I called them and they said that the rate I used never existed to include breakfast. I went back immediately to the website and it was still there. There was no talking to them. I was able to get a full refund even though, refunds were not permitted. I am again searching for a room, but I will not use them again. I think this should not be allowed.

When I booked a room for the 3rd, the policy said free cancellation until 2/2/13. I called today, 1/29, to cancel and they said it is non-refundable and were very rude. I called three times and spoke with three different managers. They were all rude and said it is non refundable. If I go back to the website to try re-booking the same room for the same dates, it still says the room has free cancellation until 2/2/13. A class action lawsuit needs to be started against this company.

I booked 2 rooms for 2 nights in Bangkok with Hotel.com. I found a deal from another website that gives me a better deal, so I emailed them about the difference. They went on to say they won't do the refund because they are of a different refund policy. I quoted their own website FAQ, stating that according to their terms, it still qualifies for the price match guarantee. Then the next email, they claimed that the room on the competitor's website is nonrefundable so according to the terms, it doesn't qualify. So I went to the website and did the steps short of paying for the room, took screenshots and mailed to them. They keep avoiding the issue and claimed my room type on the competitor's site is nonrefundable, despite all the proof I have been sending them. They claimed they have double checked and used different screenshot of a different stage of booking. Hence, I sent them proof3.jpg to shut them up.

This is the follow up of the previous complaint I have shared on the site. They changed the cancellation policies (changed the grace period by 2 weeks) and I got charged 50% of the total, which is almost $735. I am waiting for the dispute form from my credit card company now. I was looking for a place to stay for the revised travel dates and I found the same unit (2 beds and 2 baths) in the same development for almost a half price from the owner. The owner told me the condos are 100% booked anyway and it is easy to get our cancelled room to be filled quickly. Their cancellation policy is to refund the amount of penalty when they get the unit filled, which is very fair and honest. The condo management reservation person also told me to try to get me some back, but not guarantee. I also found many complaints about Hotels.com also. Anybody out there have similar experiences, please let me know. Thanks.

I found a good deal on a hotel through hotel.com and filled out all my info, check-in dates, room size, # of people, etc. When I reviewed the info before booking the room, everything was correct. After booking and reviewing my confirmation email, I noticed that the dates of my stay were changed. I called customer service. I was told that I could change the dates (to my original date), but that it would cost $85 more. I tried to cancel and they said that I would still be charged. So either lose $160 or pay $245? Great gimmick! I will not use hotels.com again and will encourage others to do the same.

This is the worst company I have ever used in my time. I signed up for the rewards thing months ago and have been using Hotels.com when I stay to earn the free night. Well, that was all full of crap. I called today to check how many nights I have and they could not even find my account. The guy on the phone said there is no account. So I said okay. I went to sign up again because they said it was not there. I entered my Information and then it came up saying that my email account was already in their system.

I am disappointed with their customer service. I tried to book a weekend getaway and used Hotels.com to book a 2-night stay at a nice inn. However, when I got to the payment page and tried to purchase, I was immediately given an error page during my purchase. I immediately called customer service and spoke to a lady who was more than willing to help with my booking. I told her my information and told her which inn we were trying to book and she told me there were no more rooms left. So we gave it a couple minutes and checked my email to see if we got a confirmation, got nothing. We waited a day to see if the email would trickle in and it didn't, so we decided to go with a different hotel (not using Hotels.com).

We made bookings for 2 rooms for 2 nights (1 with king bed, 1 with two twins) at Turtle on the Beach, Kovalam, India and prepaid Hotels.com. We got there late at night and they did not have the correct rooms. Rooms also were dirty and smelled horribly of tobacco smoke. Hotel refused the correct rooms the first night, moved us the second night. The duty manager said he was not authorized to give a refund for 1st night; the general manager refused to talk with us. I called Hotels.com upon return, and was assured by Marcy that we would get a refund for the 1st night within 72 hours and a supervisor would call us. She did not.

I booked a room for my work crew with Hotels.com. Hotels.com botched this from the beginning, then it all fell apart at the site. The guest name was misspelled. Not too hard to spell Manuel. So he could not check in for one hour. Then when they looked at the room, the sheets were disheveled while the room reeked of ammonia and possible-hourly use. When my workers told him about the situation, the motel desk manager then told Manuel, the employee, "Take a seat, boy." Manuel is 32 years old. Other issues are trying to get a refund from Hotels.com foreign correspondents. While on interminable holds, they constantly lie to you about refunds and what went on, siding only with the rude hotel desk clerk about the dispute.

We made a reservation in Hawaii for one week stay at a condo through Hotel.com. Unfortunately, a member got sick and we were forced to change the plan. At the time of the original reservation on their website, as someone who traveled all over the world, I paid close attention to the cancellation policies. I copied and added to the note with all the travel information. The policies I copied at the time of the original reservation from their site somehow was changed and we were penalized a half of the charge, which is $1,470. I called the customer service and complained the change they made with the policy. They insisted the policies have not been changed. Because I copied the policy already, I did not read the policy which was attached at the bottom of the confirmation mail.

I booked a hotel on hotels.com. I read the reviews they provided and felt good about where I had booked. I decided to check out a few other review sites like Yelp and Google reviews. I was shocked! The hotel (Millennium NYC) had awful, downright nasty/disgusting reviews. Somehow, hotels.com had a 4/5 star rating. I feel like they either make up their own reviews or delete bad reviews. Bottom line: Don’t trust their reviews! Check other sites first!

I made a reservation for a room at the Ramada Plaza in Orlando, Florida via Hotels.com for December 2012. The website advertised free cancellation 48 hours before check-in. After exploring other options, and before the 48-hour requirement, I made an online cancellation (just as I had done the booking). A computerized print out was received stating the acceptance of the cancellation. It clearly explained that the money would be returned to credit card.

Before booking my hotel, I've found out that the hotel rate was less expensive on the hotel's official webpage. I called Hotels.com customer service to make sure they would match the price. The person who attended my call agreed with me after checking all the information on the official hotel webpage (including the cancellation policy) and asked me to book confirm my reservation on the Hotels.com webpage and after that, fill out the price match form online. The answer I received from Hotels.com on my request was that they were not reimbursing me for the difference. And worse, I cannot cancel my Hotels.com reservation anymore after the check-in! Don't trust them!

I booked a hotel from Hotels.com in the month of September 2012. Since they have a price-match guarantee, I wrote to them and called them regarding this matter. They promised to refund the price match amount (which was then $644.86 and now $394.08) in October 2012. Since then I have written them several times as well as called them nearly 10-15 times. However, they have not refunded my money. Every time I call them, the concerned agent puts me on hold for more than 5 minutes and says that he would personally look into this and make sure that the amount will be returned in maximum of 3-7 days. This has not happened in the past 4 months. They also mention that they will call me back in 24 hours and confirm. However, till date, there have been no return calls and no price-match money coming to my account.

My daughter booked a hotel for our tentative stay in London. She booked it as tentative and refundable, but they changed it to non-refundable. Since our dates changed, we did not use the hotel. But my daughter called them four times. In the first call, she was assured it would be taken care of. In the second call, they said nothing could be done. In the third call, she was told it would be taken care. In the fourth call, she was told nothing could be done. When I arrived in London, I called Hotel.com after finding out that I was charged 2,000 USD for a hotel I never saw - my daughter went to the hotel, and they had cancelled the reservation. I called Hotel.com on Dec. 25, and I was assured the problem would be handled the next day and the rep would post notes for whoever took the call the following day. When I called back, I was told nothing could be done. This cost me more than $2,000. I filed a complaint with the Better Business Bureau, but the response from Hotel.com was basically "It was a non-refundable booking."

I made a reservation on Jan. 13 for an Ireland hotel on my CDN Visa, but moments later realized the dates were wrong, in part due to hotels.com website assuming I was working on a previous inquiry, notwithstanding that I changed the dates on the second inquiry, and so I cancelled it moments later. I made a new reservation for the new dates - one more night. When my VISA bill showed a charge of 1,119 US Funds and a credit for 1,061 US Funds, I called Hotels.com to tell them it appears I can't do business with them if I get ripped off on exchange. For reasons unknown to me, we were dealing in US funds when I am CDN booking an Ireland hotel. Watch out!

Today, when I tried to check in, they had no record of any information concerning our reservation. Fortunately, the manager and staff were wonderful and checked us in as they confirmed the information from my iPhone. This is the second time I have had this experience with Hotels.com. In trying to think of a solution, I think these travel sites should require the hotel to send you a confirmation receipt as well as one from the travel website. They had my cash for over a month and still didn't follow up to confirm that Marriott had a record of the transaction.

I booked an executive room at Novotel World Trade Center (Dubai) via the Hotels.com website on December 4, 2012. My check-in date was December 25 and check-out December 28, 2012. Confirmation number **. The website displayed a picture of the room showing a separate sitting room and a bedroom. We were 4 family members staying together (my wife, our 2 children, and myself); therefore, a separate sitting room appeared to be an attractive feature of the room giving us extra space. This feature prompted my purchase decision. However, when we checked into the hotel, we were given a room without a separate sitting room. I complained to the hotel, but they told me to talk to Hotels.com since I had booked via Hotels.com, and they (Hotels.com) had received the full payment for my stay from me.

Do not use - they purposely pressure you & give erroneous info. I was thinking of booking a hotel through the website. I called the number to talk to a live agent to ensure no other fees. Agent offered to make reservations over the phone. I said, "No, I already started online, but I'm not sure if I will book." She said, "You may lose this rate, I'd do it now. If change your mind, you can cancel tomorrow at 3 pm." I then said, "The website says I would get charged 1 night stay if I cancel after 1/13 (it was already 1/15)." She then said, "No, you have until 3 pm tomorrow and it will be on your email confirmation."

I made an inquiry about a hotel in Florida and gave them my credit card number to hold a room. The fast talker told me this was a non-refundable room so I said, "In that case, I don't want to make a reservation." Guess what? They had already charged my card and told me I had to speak to customer service to request a cancellation. I waited online and got the charge cancelled with what is up to a 5-day delay. What is worse, they charged me $20 more than the quote made by their rep. I asked to speak with a supervisor and all he could say was, "So sorry." I will never use them again.

On November 13, 2012, I made 2 reservations at my hotels.com site, one for this coming April and one for November 2012. This November 2012, reservation was the one that allowed me to get a free night. As I always do, I booked my reservation at my account, but I had the reservation sent to a different email. They now claim that they can't give me credit for my stay because I had the confirmation sent to another email address. I think that they are trying to get out giving me my free night. I’m so angry. So I am pulling all of my other reservations from them. They will never get any more business from me. They seem to change the rules when it best serves them. It’s very disappointing. I would rather pay more than give someone like that in my business.

I have booked through Hotels.com at Quality Hotel at Andover, UK. The following is the Hotels.com confirmation number: **. The hotel charged me in Indian currency Rs.18,301.39 (approx GBP205). Check-in date is 02/12/2012 and checkout date is 05/12/2012. During checkout, the hotel has given a full and final bill for GBP164.80 (receipt # **). The difference is approximately GBP35+. I think such high charges are unjustified and this tantamount to cheating the customer. I have sent a mail sharing my concern with the Hotels.com and they have not yet acknowledged the receipt of the same.

Absolutely horrible. They booked me by telling me that there were no rooms available except 1 and I needed to book it. Upon arriving 25 minutes later, there were 9 rooms available and I was told to book the double queen as it was the only available. Six rooms were available for what I requested and it was an absolute lie. The hotel owner has had several complaints and this was part for Hotels.com. To boot, their rate was higher than the normal rate. Call the hotel directly. When I called customer support, after a 20-minute wait, I asked simply if they would do anything about it, yes or no. They refused. Make a point and refuse to use this service. Book directly.

On December 30, I made a reservation for 2 rooms for one night at Strawberry Valley Inn in Mount Shasta using the hotels.com website. I drove 4 hours to Mount Shasta to discover that Strawberry Valley Inn was closed. The only alternate lodging in Mount Shasta for the night was at a cheap motel unfit for a dog. That same night on my 4-hour drive back home, I called hotels.com to advise them that they had provided me no service (actually a major disservice) and requested my money back. They said they would resolve the matter within 72 hours. Three hours later, they sent me 2 emails stating they were cancelling my reservation and charging me $130.31 per room for a total of $260.62 as a cancellation fee.

We reserved a room through Hotels.com. When we arrived, they were not aware of our reservation and they were all booked up. Hotels.com is refusing to refund my money.

I booked two rooms for one night at Santa Monica without a problem. I have not checked whether there were extra charges yet on that booking. Then I booked two rooms for two nights at Garden Grove. Upon confirming the transaction, I realized that I had included the checkout date - that is I had reserved 3 nights incorrectly. I used the mobile phone and called Hotels.com. Twenty four minutes later on the line talking with the agent, she said the computer system is slow and suggested to call me once she had completed the correction process. She said she had called Hyatt Regency and received Hyatt's approval to accept the changes from 3 nights to 2 nights. I asked her for her name and ID to follow up on this trail. She assured me that once I called back with the confirmation number, the next agent will know.

Hotels.com advertises its rewards program on its site. I was registered with them and their rewards program. None of my stays at the hotels received credit in the rewards program. When I inquired about why I received no credit, I was first told I had no account. Then I was told my account was deactivated. I was told my bookings did not qualify. I was told many things by someone who does not speak English as a native tongue (communication through virtually incoherent emails). Essentially, the rewards program is quite bogus.

I looked on Hotels.com website this morning for a hotel near a university in another state. I saw that there were several hotels near the university. I called the phone number that was listed for one of the hotels. A man with a very strong accent took my call. He quoted me the same price as online. He took my credit card number, read me some details (faster than lightning) and asked if I agreed. I asked him how long I had to cancel if I needed to do so. He said until tomorrow 6:00 pm (the day I am scheduled to arrive). I agreed and booked two nights.

I called every Bed and Breakfast in the London, Ontario area for accommodations during Christmas and New Year because I own a B&B and wanted to be pampered myself for a change. They were all closed for the holidays but one of them suggested I call the Idlewyld Inn. I used a search engine to find it and called the first number I found which was Hotels.com. I asked to see pictures of the rooms before I called them directly. The salesman directed me to the inn's home site to see the few pictures they had which didn't tell me much.

I booked a room through Hotels.com and scrolled down the page while filling in the required information for payment. The total for the room charge and the additional taxes, etc. becomes hidden from view, because it is positioned at the top right-hand side of the screen. This is often where other sites have various advertisements. It was unclear to me when I pressed "book" what the total I was being charged was because it is obscured from view unless you scroll back up. I assumed that by pressing "book" that it was going to take me to a page that showed all of the itemized charges before my card was charged.

I booked a room with Hotels.com and arrived at the airport to find that the hotel told Hotels.com that there were no rooms all day, but they booked and charged my card anyway. There were no rooms available at 1:00 am. Even worse, it took three hours of telephone calls to obtain a refund which will take up to 7 days to process. This company needs class action fraud lawsuit!

We booked two refundable hotels for a trip we were planning, but got a confirmation for only one of them. When we decided not to take the trip, we went to Hotels.com to cancel the hotels, but only one was listed. I searched email, different accounts, and different third-party booking services but couldn't find any record that the second reservation had gone through, so we assumed it hadn't processed. A few days before the planned trip, we got an email about our "upcoming trip," once it was past the refundable cancellation period.

I clicked on a link of my phone thinking I was calling the Jameson Inn in Lake City, Florida but was connected to Hotels.com. The operator seemed very nice and persuasive (and may have just been going on the data he had - which was clearly very lacking). I gave him our requirements (we had three small dogs, two Toy Poodles and a Bichon) and he suggested the Days Inn over the Jameson due to Hotels.com customer reviews and a cost savings.

Don't waste your time with Hotels.com. Twice now, they have booked us into a hotel that was sold out. Even worse, we were in line with another person with the same problem! Rude staff hung up on me when I asked to speak with a supervisor!

I bought a package for Orlando, FL to celebrate New Year. Hotels.com posted a Disney Parks Tickets promotion that says buy 3 days and receive 2 free. I bought the 3 days tickets but didn't get the 5-day vouchers. When I verify trying a new Disney tickets booking, the other page specifies that the real promo was buy 5 days for the price of 3. I called Customer Service to honor the promo since the price was the same and they put me on hold for 56 minutes while verifying with their supplier. They canceled the call without giving me an answer. I emailed them and they responded with a "Thank you for your feedback" note. I'm still waiting for the answer if they will honor the promo.

Ridiculous service. Never use it again. I made a reservation and tried to cancel before the 24 hours required. I could not do it online, so I called them. They wouldn't help me. Terrible service. They did not honor me with the cancellation policy. They told me to call the hotel myself. I did, but they did not have the reservation yet. So I could not cancel. And they are going to charge me with one night. Never ever would I trust them again.

My hotel stay with EGI Resort was very bad. On 12/12/2012, I called your Singapore telephone line and spoke to Hisham and told him that the hotel's Internet access was not accessible to the rooms. The beach connected to the hotel was nowhere to be found. The pictures shown on the hotel.com website during the booking were way too dark, and they're not what we actually see at the hotel. It's very disappointing. We even let the EGI Resort hotel staff named Crystal to talk to Hisham about our troubles. Hisham said to wait for an hour for his call, but we waited for 4 days - no calls at all. We have decided to cancel our stay at the EGI Resort for 16/12/2012 and 17/12/2012 because there was no help from your side. Hisham promised to call my hubby, but we waited for 4 days and no calls at all. Your support was very bad. Please refund our money for the 2 days because what was on your website about the EGI Resort was a lie.

Last night, I foolishly reserved a room at the Henderson, KY Super 8 through this website. I asked for arrival Dec. 24 and departure Dec. 25. When I checked my email this morning, I saw a confirmation for Dec. 25, departing Dec 26. I immediately contacted them for a change in days and was told that their policy was no change, no cancellations, and I was simply out the night's stay I had already paid for. Mind you, I am not canceling, just wanting them to correct their own error. I was told this was the motel's policy, not theirs. The phone number they listed was a bogus number.

We did not get the room that we reserved. I checked in after a full day travel and the clerk at the desk said that we could not get our reserved two double bed suite. We had to accept a king suite. Well, for reasons, this would not work. I ended up sleeping on a pullout sofa. They did offer to change room the next day. When I called Hotels.com, they informed me that it was up to me to call that night so they could try to move us to another hotel. I told them we were exhausted and had to take that room. I requested a refund by either the hotel or Hotels.com for one night. (We stayed four nights.) They said they would only give us a $40 voucher to be used by them again.

I called the 800 number to book my hotel for a military ball in Pigeon Forge, TN. When I called, the customer service rep that I spoke with assured me that I was actually calling the Music Road Hotel and confirmed that the event was being held there. She even confirmed the address! When we arrived at the hotel, there was no record of my reservation; therefore, I had to pay $106 for a new hotel room! I had already paid $88 for the hotel room through Hotels.com back in September when I made the reservation! There was only an hour until the event so we had no choice but to book the additional room! When I called Hotels.com, I was told that I did indeed have a reservation at the Music Road Hotel. The CSR called the hotel to confirm. Then the hotel told me that a CSR from Hotels.com had not called them.

I booked a room through Hotels.com and an hour later, arrived to find it to be the right hotel but wrong location. I talked to the hotel and then called Hotels.com. They told me that I was good to go and my reservation has been canceled. 2 weeks later, the charge had not been credited back to my card. I called Hotels.com and was told that the manager would get this taken care of within 72 hours. After 96 hours, I called back and this lady said that she just spoke to the hotel manager and that they would not refund my money; even though they were the ones that originally told me that it was taken care of. I finally gave up and will let my credit card company dispute the charge and get this taken care of. The unbelievable part of this is that I was still staying in the same chain of hotels, just a different location. So they were getting my money anyways. I'll scream at the top of my lungs for everyone to hear "Do not use Hotels.com ever!"

I had an emergency trip that had to be scheduled for a funeral. Not knowing the exact date of the funeral, I booked a hotel for 2 days through Hotels.com. Less than 8 hours after booking, I found out that I needed to change the date. I called the hotel in which I had a reservation and since I booked through Hotels.com, they could not adjust the reservation for me and gave me a number to call. I called this number and was transferred to another number (the people on the phone were extremely nice and polite). The end result cost me over $60 more for making changes which I thought was absolutely ridiculous since it had only been a few hours in making my reservation. It did not cause them anymore work and next time I will deal directly through the hotel.

I had two nights earned through the rewards system and needed more activity soon for them to not expire. I made and used a reservation, but my points expired anyway. The CSR in El Salvador tells me my reservation was the wrong kind of activity. I paid the hotel rather than Hotels.com. They were unwilling to do anything for me. My advice is to use some other reservation service.

I filled in the dates on the website and then Hotels.com changed them to its default dates resulting in a wrong date reservation. Hotels.com refused to correct the dates without a charge, and they charged a fee in the billing they refused to change. Their fee is hidden and they withhold that fee until you are billed. And now they want to charge everything including room, taxes and fees.

I will not ever use Hotels.com. I recently booked a hotel for a 10-hr. layover in Houston. After booking, I received two confirmation emails from 2 different hotels. My card had also been charged 2 different amounts for these hotels. When I called to straighten this problem out, the agent told me that this was my fault and the only way that the rooms would be purchased was with my permission. I know that I only made one reservation at one hotel. Also, I was told that this hotel had a 24-hr. shuttle service, liars.

I booked a 2-night stay with a hotel through Hotels.com. I called to change it to one night, as some friends had invited us to stay with them the second night. After 30 minutes on the phone, the guy assured me that my reservation had been changed to one night and my money would be refunded. When we arrived at the hotel to check in, they still had us listed at 2 nights. I had to call customer service, who then had to call the hotel. In order to even get the refund processed, the rep had to speak with his manager. I spent 45 minutes on international roaming trying to fix their screw up. When I asked for some sort of compensation for my time and the extra money I was spending due to their error, they said they were unwilling to offer any sort of compensation for my time and trouble outside of the refund they should have already processed in the first place.

Thanksgiving vacation 2012 - I booked a reservation for North Tahoe Lodge through Hotels.com for the Thanksgiving holidays. The day I went to go check in, I found the lodge but upon entering, a family mentioned to me that they have booked the whole lodge. This lodge isn't a hotel where they have a front desk, so I loaded up the website on my phone to call the reservation desk. I dialed and left voicemail. I was sitting in a car with a pregnant wife and a 5yr old in the backseat and stranded on a snowy mountain side with nowhere to go.

Update with Hotels.com: I've booked many hotels through Hotels.com. Though they said that you could get refund before 24 hours, they still owed me over $154 because you have to be careful. They refund with many small transactions for one big multi-room booking. I did them for my class reunion, then I realized that they didn't refund all the money back too. Priceline.com is much better because they are very honest with their refund. No to Hotels.com. We booked the hotel, 5 rooms, at LA and paid up a month before but when we arrived, there were no rooms available. We ended up at the neighbor hotel that was very terrible, bugs on the bed, no air condition, and mold. They didn't refund one penny. No more hotels.com. It's not a trusted business!

Hotels.com fails to assure that the price they charge is inclusive. Stayed at the Silver Palm Inn near downtown Key West and was shocked by a daily, mandatory service fee of $15 plus tax, when we had already paid over $200 per night. Hotels.com does offer the ability to read reviews (as long as the review doesn't negatively reflect on Hotels.com). But trust is everything when you pay in advance (lying about price). We have lost trust. They have a scheme that could make them dominant in the hotel reservation market just as Dinners Club did in the 1950's with the first credit cards. But trust once lost is nearly impossible to get back. We will spend easily $2500 in hotels next year - not one dollar with Hotels.com. I will use their website to find hotels, never book them.

We can't believe that Hotels.com would be associated with America's Best Hotel in Ft Lauderdale. The hotel was not safe to stay in. No sprinkler and the smoke detector was gone. Hotels.com refused to cancel our reservation while we were there. We prepaid. They said they spoke to the owner and he said everything was fine. The facility was disgusting, mold and rusty bathroom fixtures. Blood on the sheets and holes in the wall. We called the police about the smoke detector and they called the fire department, which said we couldn't stay in that room without a smoke detector. The owner said he didn't have another room so we would have to leave.

Hotels.com did issue me a refund the day after I wrote this review. So I'm no longer angry (one star) but can't call the experience satisfactory (three stars) either. They should not tell people that they've been issued a refund when they haven't been issued a refund.

I had originally booked two rooms with the hotel but then cancelled because I thought I wouldn't be able to make it to the event. Anyways, it turns out I was able to attend and my dad told me to book with Hotels.com, so I did. I was shocked when I found out the price was $250 more than the original price. When I questioned them, they told me that this was because all the rooms were full and that I had extra adults. After this, I decided to call the actual hotel and it turns out that there were still plenty of rooms available.

I booked 2 rooms for my husband and his associate on November 13th when they were traveling out-of-town on business. When getting to the hotel, they could get a better rate than what hotel.com was offering, so took that rate. I received my credit card bill today and hotel.com charged me the full price. Upon checking with the hotel, the hotel only charged hotel.com the rate they quoted my husband. I called hotel.com, and they refused to give me a rebate because it was not an advertised price. Word to the wise - call the hotel directly when wanting to book a room. You will get a better rate than hotel.com who are just thieves.

Please be aware before booking with Hotels.com that if the hotel of your choice did not meet your expectations, you will not get your refund back! I booked a hotel in Lancaster, PA named Hotel Brunswick and to my horror, my family got misled into this crappy junk of a hotel. I was traveling with my one-year old and we arrived late to find ourselves in a rundown, smelly, filled with flies hotel lobby. I told my husband we get out of there and he said maybe it's just the lobby. It's late and the baby is cranky. So we gave them the benefit of the doubt. Our room key, if you think it couldn't get worse, it did. The elevator was dirty. The hall to our room smelled like pure smoke and the room had holes on the walls. To top it all off, the sheets had what it look like sperm residue! I flipped out.

Only the hotel can request a refund from Hotels.com. The hotel must submit the request along with a brief explanation via email or fax to Hotels.com's lodging support service department. Yes, the hotel knows how to do this. Hotels.com lodging dept cannot issue a refund without written request from the hotel to prevent fraudulent claims (which does occur). Once the request is received from the hotel, it takes 3-5 business days to work with the banking systems to reverse the charge to complete the refund. The hotel is sent an email notifying when the process has been completed. Note: There are several conditions in which a refund will be refused.

I have been having a terrible time recovering my money after Hotels.com illegally took $120.80 out of my checking account. My husband and daughter had to unexpectedly drive to New Orleans. When there, they decided to get a room instead of turning around and driving back. However, they changed their minds and cancelled their hotel reservation with Hotels.com and LaQuinta an hour later. When they tried to call and cancel the reservation, the ongoing runaround began. First, they were told that they had to have the confirmation number that was emailed to them. My daughter told them that they were traveling and did not have access to a computer. Once they drove back to the Memphis area, my daughter continued to check her email for several days and never received a confirmation email.

We booked one night in Comfort Inn in Black Mountain, NC. I requested the room with 2 beds. They stated that the hotel is full and the only room available is the one with king size bed and sleeper sofa. I agreed to this and asked for a non-smoking room. The person making the reservation read it back to me and assured me that the room will be non-smoking. She also said that she found the lowest price for me. When I got an e-mail confirmation, it said that the room is smoking! I had to call the hotel to fix this and discovered that they have plenty of rooms available and that their lowest price is $20 less than what Hotels.com offered. But that was not the end. After we arrived, the hotel clerk informed us that they didn't receive payment for the room from Hotels.com! I had to pay for the room again. So now, I somehow will have to get a refund, and judging by previous comments, this is going to be hell. I really don't know why I decided to make a reservation through them. This is a ridiculous company. It was my first and definitely last time dealing with them. Everything - absolutely everything - went wrong with this reservation. I don't understand how they stay in business with this kind of service. Please, don't book through them. Call the hotel directly and avoid a bunch of problems.

I recently booked a business trip for myself and three of my co-workers to New York. I naively relied on Hotels.com's price guarantee while booking 4 rooms for 2 nights at Hotel Chandler. I was billed at a rate of $409.72 (including tax) and I paid in advance. After arriving in NY, I found that we needed to stay another night. When I inquired as to the availability of one more night, the hotel was happy to accommodate but said they would have to charge their prevailing room rate rather than the Hotels.com negotiated rate. It turned out, however, that the walk-in-off-the-street rate was $266.27 per night (including tax). Therefore, the full-fare rack rate was $143.45 less per night that the "negotiated rate" from Hotels.com.

We were booked for 2 nights at a hotel for two non-smoking rooms, but the rooms were smoke-filled and no other rooms were available. We canceled our reservations and were told that we had to seek a refund from Hotels.com. We contacted Hotels.com, who said that they would only give a partial credit of $374. When we called again, we were on hold for 10 minutes. A customer service rep answered, but once I told her about the problem, she starting repeating "Hello?" as though she could not hear me. We are contesting the charges with our credit card company. These people and this company must be stopped!

I stayed in a Holiday Inn on September 14 for $235 and had a terrible experience. Holiday Inn offered to refund me for my 1-night stay. They spoke with Hotels.com who agreed to refund me. This was all said on September 17. Fast forward to October 1st, still no refund. I called and waited on hold for 40 minutes before finally speaking with someone. They said they would refund me and it would take up to 2 weeks. I made sure that they emailed me a receipt. It has now been 5 weeks and no refund has been given to me. I am currently on hold again and it's been 32 minutes. Their website says, "We have no access to the status of your refund, call your bank or credit card company." Ridiculous. I will never book through their site again!

I never tried to reserve any hotel, car, or flight by Hotels.com. This is the first time and had a very bad experience with this stupid company. They’re here to cheat with customer, giving wrong information. Even if you call to their cancellation phone number, they are never going to pick up the phone. But if you call for reservation right away, they are going to pick up the phone. Yesterday, I booked one hotel in Mount Laurel, NJ area through Hotels.com. Hotels.com said that they have every room Wi-Fi, breakfast and many more. But when I reached that hotel, they don't have even Wi-Fi (Crossroads Inn, Maple Shade, NJ).

My boyfriend and I booked 2 nights stay at a hotel in Oaxaca, Mexico, during Dia de Muertos. We paid a deposit to hotels.com and received a confirmation number from them. However, when we arrived at the hotel on the confirmed date, the hotel did not have a booking for us and didn't even have any rooms left that we could book. We called around town to find a new place to stay, but the only thing available were separate bunks in a hostel. Hotels.com has yet to reimburse us for the money we paid them.

My husband and I were stranded in NYC during Hurricane Sandy because we live downtown. We used hotels.com to book a hotel at the Intercontinental in Times Square. When we called the hotel itself, they said they had no record of our booking and that they had been full all day. Hotels.com had taken our money without making sure that there was even a room for us. When we called to get our money back, they said they couldn't refund us for 24 hours. Unbelievable. Never use them.

Nothing special about the site - I want to make a reservation for a hotel in Jasper, Alberta, Canada. The options I got from Hotel.com were nothing special. When I just googled "hotels in Jasper," I got more options, with better prices and this is not the first time that I got better offers with larger options from other search engines. Hotel.com offers nothing that’s worth using it. And to the contrary, you'll get higher prices with lesser options.

We booked and fully paid for accommodation in Washington, DC through Hotels.com. We reside in Australia and originally the visit was for mid November, with a stay in New York for 10 days prior to going to Washington. Because of Sandy we put the visit back by 3 weeks. We were able to make changes, but that wasn't the case with Hotels.com. Looks like we have lost our money at the hotel. Dealing with Hotels.com about the change I requested was very frustrating, unprofessional and a waste of time. I was told there was no need to change as it was now sunny in Washington! The lesson is as far as I am concerned is DO NOT under any circumstances arrange travel etc through Hotels.com.

Do not book with Hotels.com. I booked a room though them for a 1 night stay at Days Inn. I got to the hotel and was told by the hotel that I had only paid the deposit thought hotels.com. So, I had to pay the balance of $121.00 to the hotel. When I got home, checked my MasterCard, Hotel.com had charged me $156.80. Thanks a lot! The regular price for my room at the hotel was $156.80. So I paid $277.00 for a $156.00 room. I am trying to get some of my money back from Hotels.com. I was on hold for 45 minutes to get to talk to someone. They will check into it, "aka" no hope to ever see a dollar back from them.

I asked them to postpone my reservation because of Hurricane Sandy. They said they cannot change the reservation. Also, I lost my free night because of this one. It was the worst experience ever. The next thing I did was to delete my account from Hotels.com.

So, we tried to cancel our reservation because of Hurricane Sandy. We were told that they weren't doing so (at the time). Moreover, they said that the cancellation fees are set by the individual hotels. We tried at the hotel, and we're told that they couldn't cancel a reservation from hotels.com because of their contract with hotels.com and that any cancellations would have needed to be done in advance - which we tried to do. We tried to deal with customer service, but they make it impossible to communicate with them. Very angry at hotels.com and also at the hotel chain that I booked through, since both simply sought to try to absolve themselves of responsibility by pointing to the other.

I had booked 3-4 times with Hotels.com and recently for the last time as they over-charged me and offered no solution to fix the problem. I recently booked a room advertised at a $215/night regular rate and $160/night Hotels.com special rate. In fact, I was charged the $215/night full rate, which I did not notice until the following week when doing my expenses. Customer service was zero help and offered zero solutions. They said they could not go back to that day to check the advertised rates - which was ridiculous given technology today - and basically meant they just didn't want to go back to check the rate. I won't be booking with them again.

Hotels.com has the worst customer service if something goes wrong, especially if you talk to supervisors (like Pamela **). I have done tons of transactions with this business and I have never been satisfied. If something goes wrong, you would never be able to cancel your reservation or get your money back. Trust the online reviews and never ever book with them.

I reserved a room at Windsor Hotel, New York sometime in April this year. Unfortunately, just before I departed, my passport was stolen in Nanjing, China. Therefore, I wasn't able to fly to USA from Shanghai. I contacted Hotels.com immediately and explained to them my unfortunate experience. Given that I had actually gave them at least a week's notice that I wasn't able to travel, I then requested them to amend my hotel booking. Their manager, a Malaysian named Sarah **, agreed to amend the booking for me. I was very happy but later when I contacted them again and told them about my intended travel dates, they immediately told me that Sarah ** no longer works in their firm, hence, they would not honor their promise to me. Meaning, they just pretend nothing had happened and refused to amend my booking. Instead, they told me off that my booking is nonrefundable and that they decided to forfeit my payment. Consumers, I feel that this is a trap! Please, if you don't want to get con, do not use Hotels.com if you are wise. Do not use Hotels.com! They ought to be shut down!

I recently booked a hotel on Hotels.com. Their website gives you the alternative of finding hotels near a particular landmark. In this case, their website listed the hotel that I reserved as 1.2 miles from the landmark. In doing additional research, I found it was actually 4+ miles from the landmark and a 1-hour-and-19-minute commute via rail. I asked them, since it was their information too that was incorrect, to release me from the reservation, and I was passed onto a supervisor Nathan (policy does not allow them to give out last name). Nathan said it was the hotel's fault that the information was incorrect (not true) and repeated, ad nauseum, that this was a non-refundable reservation. And unless I could get the hotel to release Hotels.com, the charges stood.

I booked a reservation through a hotels.com agent over the phone and was told that they would price match anything offered by the hotel directly. I called back 5 minutes later to let them know that the hotel price was $42 less. After 1/2 hour of runaround and 3 transfers "up the ladder" to a customer service manager, I was told that If I wanted to dispute the difference with the hotel or through the credit card company, I was welcome to do so, which I did. I will never use hotels.com again nor would I recommend them to anyone.

I am horrified with their customer service or lack thereof. I booked through them and then sat on the phone for a half hour waiting for a price adjustment as many other sites had better rates. I finally got so sick of holding as I have a life other than holding for them that I hung up and called back. I hit "1," which is the only line, and they picked up since that is for new reservations. I got the rudest, condescending and sexually harassing representative on the phone who called me "honey" and "sweetheart" and tried to get me to keep my reservation. I am absolutely disgusted with this joke of a site. Never, ever, will I book through them!

Our travel agent booked us a hotel in Morocco through Hotels.com (TravelScape/Expedia). Hotels.com charged our credit card four times instead of once. Our agent tried for months to get us a refund and finally Hotels.com admitted to over-charging us once, but that they had never received money for the other two charges. On verification with our credit card company, we were told that they received the money. Hotels.com took so long in getting back to the agency (over two months) that we have gone beyond the time limit for the credit company to reimburse us. We are out $537.12 CAD. So for a stay that should have cost us $268.56, it has cost us $805.68. One can wonder if they did not use delay tactics knowing that if they went beyond a certain time, there would be nothing we could do about it. In the future, we will be very careful not to use this company or its affiliates (TravelScape and Expedia) and we will make sure that our travel agency does not use them either.

Our story is not as terrible as some others on this site, but we've just had our own problem with Hotels.com. I used their service to book two nights in Cedar Rapids at the Hawthorn Suites by Wyndham. The photo that accompanied the room description showed a suite with a queen in a separate bedroom and a fold out couch - perfect for our three adults, one child trip. We arrived at midnight and were put into a one-room handicap queen. The bathroom was like a hospital's, which is especially difficult because of all the time we've spent in hospitals because of our youngest. There was no privacy for my wife and me because we were all in one room.

I booked a hotel in Paris on hotels.com over the phone and then changed my mind, which I was told I could do online with no problem. I was unable to do this, so I called hotels.com directly and was told they could not do it either. So they put me through to someone else who finally said it was done. A week or so later, I got an email confirming my reservation at the hotel in Paris. So I phoned again, and they assured me it was cancelled. I asked for an email confirming this cancellation but never received it. A week or so later, it happened all over again.

I made a reservation with Hotels.com for $1272, and then I watched the price drop to $1100 on their website. I called to get a credit back for the price difference; again it dropped to $780. I made another phone call and waited 20 minutes to get another credit. This time there was no confirmation, so I made yet another call to ensure receipt of the price match.

We booked a few hotels during our trip in Europe in September 2012 and one of the hotels was booked on Hotels.com. The hotel (in Rome) that we booked through Hotels.com told us that they cancelled the reservation due to a credit card issue. That's funny because I always used my no-limit AmEx for all my bookings and none had any issues. To make things worse, I had to call Hotels.com from Athens using my US phone and then they told me about the cancellation. The customer service rep could care less that I'm about to fly to Rome with no room to stay at. Poor, poor customer service. I suggest booking at the other reputable sites for peace of mind. I will never book on Hotels.com ever again! I was out $40 USD on the phone call and there’s no resolution.

I made a hotel reservation on Hotels.com for the first time. When I got to the hotel (a Quality Inn in Ripley, West Virginia), the hotel had no record of the reservation. I called Hotels.com and I had to speak to two individuals with limited English for 20 minutes to cancel the reservation and get a refund. Luckily, the hotel had a room left, which I got at the front desk - for about $18 less than the Hotels.com reservation. I guess Hotels.com isn't the way to make hotel reservations.

At the last minute, we decided to take a trip to the Jersey beach over Memorial Day the past May 2012. We couldn't get a room since it was a holiday and it was last minute and while searching and scanning the internet with my droid cell phone, I came across Hotels.com. It seemed like a quick and easy way to locate a hotel in the area. We were trying to go to with an easy to understand website. It's very misleading and allows these hotels to lie about what they are offering and the overall description of the hotel right down to being clean. I called the customer service number to be sure I was getting a room with no mistakes as I do not always trust the internet to process things as quickly. The man I spoke to was completely uninformed on what he was promising me, it was all lies.

I booked a 4-star oceanfront resort weekend at the Omni Resort in Hilton Head, South Carolina. When I arrived at the hotel on my new Goldwing motorcycle, I was told that motorcycles are not permitted at the resort. The hotel management pointed the finger of blame at Hotels.com for not disclosing the information; however, it was also not mentioned on the hotel's own website. We were essentially stranded for three days with no transportation while our motorcycle was confiscated and parked at another resort. We were not able to look after our property nor would the hotel accept responsibility for it in the event it was stolen or damaged. Hotels.com would not even answer my email and simply ignored my complaint. I have used this website many times in the past, but will never use them again.

I received an email from Hotels.com stating that my free nights rewards program was going to dock me a free night I had earned because of a lack of account activity over the past year. I have been a customer since 2009 and used Hotels.com solely for all my lodging needs. Vacations, weddings, weekend getaways - Hotels was it. You must pay for 10 nights in hotels in order for you to gain one free night with Hotels.com. When I called to inquire about why they would take away a free night I earned through multiple bookings, fair and square, I got shut down. Both people did not use English as their first language. The tones in their voices reminded me of a robot that does not care - not rude, just careless. I spoke with a customer representative who I quickly learned was useless to my cause and asked to speak to her supervisor.

I called to book a reservation for a check-in on a Saturday and was told I would receive an email confirmation. Six days later, I have not received one yet and decided to call back to check on the status of the reservation. To my shock, a reservation was made for me to check in on a Wednesday. The agent simply apologized and said that the hotel has a minimum of a two night stay and does not book just one night. She said I would have to book another night or cancel my reservation. I asked to speak to a manager and she tried to call the hotel to see if they would change the reservation. There was no one available at that time to make that decision at the Club Intrawest in Blue Mountain, so she told me that I would need to call back the next morning.

Hotels.com accepted our booking for a hotel in Turkey. Upon landing with a reserved car service to the hotel, we were told they were oversold and we were placed in a less acceptable hotel down the street. We wrote a complaint to the website the following day. We called when we got back from our trip and were told we needed to call at the time service was refused. We had been traveling for 48 hours. I think this is a scam. You book one room and a cheaper room is substituted. I think Hotels.com accepted the payment and should be responsible for ensuring the service is delivered. Their suggestion that we should have called is ridiculous without a phone. This is unacceptable customer service. They don't deliver what they advertise. Do not use the site.

Hotels.com took a reservation, then sent a confirmation with a downgraded room. It should have been a Deluxe King (agent and I discussed very clearly and that is what was quoted), but they sent a confirmation with Standard Queen. I called back to get them to correct - then, they wanted extra $20/night to fix it. I am filing a complaint directly with the hotel also. They need to know how bad this company who is representing them.

Unreliable Cost Quote *Plus* Undocumented Fees: When I reserved my hotel via Hotels.com, not only did the hotel wind up costing me more than they said it would (I repeatedly asked what the total cost would be), one month later what shows up on my credit card but two $5 agent fees (one for each room reserved). What a friggin' ripoff. In case you missed it the first time, that's Hotels.com that is a ripoff.

I booked a hotel twice in Paris through Hotels.com and it was canceled twice - once never notifying me. Luckily, I checked that I would have showed up and there would not have been a room. The third time I booked with them the price went up dramatically. I canceled my booking two days before as per their policy of no charge. $940 was still charged to my credit card and they are keeping it. Thieves! The slime bag answer from them is they are not charging me and the hotel is, even though my contract was with Hotels.com. My credit card information was just turned over to the hotel without my authorization. This was not told upfront, only after the fact. I was even sent a confirmation notice and a number from Hotels.com telling me it was done. I have the credit card company handling the dispute now.

Beware! Do not use Hotels.com unless you're willing to get ripped off! We booked 3 days at America's Best Value Hotel in Weslaco, TX through Hotels.com. We paid and additional $2 per night for their refund guarantee offer; however, Hotels.com refused to honor it! When we arrived at the ABV Hotel in Weslaco, the side door into the hotel was warped, falling down and had no door knob so anyone could get in at anytime! We entered the room and first thing we noticed was the horrible smell of mildew and filth. The curtain was full of holes and falling off the rod. The stuffed chair in the corner was completely frayed and absolutely black with filth! No way would we even sit on it! I sat on the bed and sank into the middle (I am not a large person). Then, I pulled down the bedspread and was horrified to see that the sheets were absolutely gray with filth and had obviously not been changed in many days!

I booked for the Ramada Harrison Hot Springs and was charged $136 by Hotels.com and when I checked out, I was once again charged by the hotel $107. This is unacceptable. Does the hotel not communicate with Hotels.com at all? The hotel refused to refund me even though I have paid twice. I am very dissatisfied and would like to know if Hotels.com can do anything about this; otherwise, I'm afraid I won't be using the site again for fear of being double charged. This site is supposed to provide you with deals, not steal from you!

At 7PM on Wednesday, 9/19/12, I looked up the Grand Sierra Hotel in Reno, NV's website to book 2 rooms, both for Friday 9/21-Sunday 9/23. I was routed to Hotels.com, that was more than happy to take my cc number and book the reservation for me. They guaranteed to match the best price and had me register with them so I could be notified if a lower price comes up. Less than 24 hours later (16:45 to be exact), we were quoted by the hotel itself a rate that was $200 less than Hotel.com's guaranteed lowest price. When I called Hotels.com, I was told I had missed the cancellation time and therefore they were not obligated to refund the difference of the original quoted price and the current quoted price, less than one day later!

I booked a hotel in Florida for check in on February 6 by Hotels.com. I cannot cancel and I want my money back. I tried to speak with many officials and nothing has been done.

In a couple of hours after I booked a hotel in Prague, Czech Republic through Hotels.com, I realized Orbitz had the same hotel room for the same dates, about $200 cheaper. Nevertheless I was denied my refund on the ground of Hotels.com's policy. My policy is simple. I do not like to be ripped off. Hotels.com uses every trick to rip you off! Do your research very carefully before you try to use these crooks at Hotels.com!

I made a reservation on 9/16/2012 for check-in on 9/18/2012. At the same time, my daughter was making reservation too. When I made the reservation, I saw "free cancellation on," so I tried to cancel mine five minutes after I made it. They denied it because the reservation said "free cancellation on 9/15/2012." I feel that this is a lie - a trick. Never more I am going to use Hotels.com. I asked for a supervisor, her name was Yaqui. They didn't want to send me an email or mail telling that I asked a cancellation and they denied it. She told me to use this reference **.

I have made a reservation with Hotels.com for this hotel in Orlando, Florida - the Howard Johnson at 6603 International Drive Orlando. When I came in, the room was dirty the coffeemaker was broken, the rug smelled like a dead animal and there was no internet like they promised. I called the front desk, there was no answer. I decided to go at the front desk to complain and tell them I was not going to stay in that room. They said they did not have more rooms. I told them I was not going to stay in that room that was not appropriate and dirty. They said to call Hotels.com and have them return my money. Hotels.com told me they were going to charge me a one night stay even if I was not going to be there. I believe that Hotels.com is not the best way to make a hotel reservation and not to be trusted. Do not use Hotels.com, they are a scam.

I called Hotels.com on 09/12/2012 to reserve a room for my wife, 9-year-old child, and my self for 09/14/2012 (check-in 3pm) at the Helmsley Park Lane Hotel (across the street from the Central Park located on 36 Central Park South, New York, New York) with a deluxe park view. I confirmed all the information 3 times prior to hanging up with the reservations agent from Hotels.com, specifying that I wanted the "deluxe park view with double beds." I being satisfied with the agent, confirming all the information, ended the call.

After booking a room with Hotels.com, we changed our minds about the date. When we called to cancel, they did not offer us to switch with another date, which is what we would have accepted if it had been offered. Instead, the representative cancelled us and did not give a refund or an exchanged date for what we paid for. After calling once, they immediately blocked our calls. We just wanted to call the hotel and speak to the manager like they suggested we do, after the manager advised us they had nothing to do with the rates and their booking procedure, they said to call Hotels.com back. When we did, all of our calls were blocked. They did not want to even initiate our call or were not even willing to help us.

Attempt to receive Welcome Reward Credit - I have sent over ten messages back and forth in as many days trying to resolve credits owed to my account. I have received contradictory messages on the same day from different agents. Many agent replies revealed that they neither read my emails carefully nor did they communicate amongst themselves. On several occasions now since being promised the credits, I've been told they would be applied in 72 hours. After three "72 hour periods," I've given up hope.

I got booked into a "supposed" 5-star hotel that was in reality, a welfare hotel. The door frame was broken and wouldn't lock, all the furniture was broken, there was a horrible smell and the bathroom was dirty, disgusting and was never cleaned. I left and was told by management that they would charge us for two nights. I called Hotels.com for help and got nowhere. They said they would only refund the money if the manager agreed. The manager never returned their call. Hotels.com did nothing to protect us. I had to go to the Better Business Bureau and dispute my charges. I even called the city where the hotel was located, only to find out that the hotel has a long history of violations including several major fire violations. I would never, ever use Hotels.com in the future.

Drury Inn did not have the reservation I had booked through Hotels.com. It took over a half an hour to check in. The personnel at the hotel said this happens often with Hotels.com. I tried to complain, but Hotels.com website makes it extremely difficult to send them an email. I have cancelled my account.

We booked a room in Crete for 3 nights, all inclusive, 4-star hotel, and saw it was an amazing price, so we went for it. When we arrived at the hotel, the receptionist showed us our booking which was according to his receipt, 3 nights only, half board and it was actually only a 3-star hotel and we didn't even get 1 bed for a couple. They told us that a manager would arrive at 6 (4 hours after we arrived) and in the meantime told us to settle in our room. When we entered the room, we were horrified! The air conditioner made a noise like a semi truck, the sink was jammed and the shower door was completely broken!

Hotels.com is a terrible business. They have taken all of the fun out of planning a vacation. They also do not honor their commitments. When I booked my reservations, I accumulated a free night valued at $485. The rules at that time stipulated that I would have 3 years to redeem my free night. Not ten months later, I received an email that my free night would expire in 2 months unless I book another reservation. Their emails, website, and terms and conditions all have different stipulations concerning the expiration of the welcome rewards. I can't wait until a retired attorney goes through what I did with this company and starts a class action lawsuit just for fun. I had to book a room that I have no intention of staying in just so they wouldn't steal my free night from me. Considering all of the complaints about Hotels.com, I'm now more concerned that they'll be out of business before I'm able to redeem this.

Deceitful! Do not ever use this company! They are dishonest and unhelpful. I called to inquire about a reservation I already had and clearly asked the attendant if I was still on time to cancel my reservation and make a new one. The employee cheerfully told me I still had 1/2 hour to cancel the previous reservation, so I went ahead and made a new one for a more expensive hotel. When she transferred the call to make the cancellation, they told me she was wrong and that the cancellation was supposed to be made at 4:00 pm Atlantic Time. If the employer at Hotels.com would not have given me the wrong information, I wouldn’t have cancelled the first reservation and paid a cancellation fee penalty of $177.70. I will never use them again. I had a similar situation with Hotwire.com and they gave me a full refund since I was rebooking with them for a more expensive hotel.

I had a room booked and paid in advance to get the incredible good price, but later found the room at a considerable better rate. I phoned Hotels.com and they said since the room was paid in advance, they could not allow the low price guarantee. I refuse to use Hotels.com anymore and would suggest others do the same.

When we had a complaint about our hotel and the hotel manager wouldn't see us, we thought since we were regular users of Hotels.com, we would have an ally to help us solve our complaints. Wrong! Not only did the manager of the hotel refuse to respond to my requests, but Hotels.com would do nothing to solve our problem either. They would only tell us that they couldn't get a hold of the property manager and there was nothing else they could do for us. Save yourself the headache of dealing with a third party and go straight to the hotel to book (apparently, it's much cheaper now that the media has discovered that the 3rd party booking websites are guilty of price fixing anyway!). That way, if you have a problem with the property, you will have resolution from the main owner of the hotel chain since the hotel doesn't want to lose customers!

I have been a long time user of Hotels.com, in fact for several years and have been building up for a free night. I have overlooked them losing my reservations before, overlooked them not matching the lowest prices as their guarantee states, etc. But this is the straw that broke the camel's back. My wife logged on to my account and proceeded to set up a three-night stay at a pricey hotel in Florida for my B-day last week. She made the booking and used her email address as the contact because she originally was trying to surprise me with the vacation as well as keep me from seeing the price.

Deceitful! Do not ever use this company! They are dishonest and unhelpful. A New York City hotel room was advertised for a certain price. Every time I clicked on select, the room rate rose $60. I called customer service and they just said unfortunately, the hotels control the price changes. I kept my screen up with the advertised pricing and asked if I could cut and paste the page so they could have proof. No was the answer. They are a poorly run company that falsely advertises rooms.

I first learned that the policy for booking a room with rewards points had changed to only allowing for the average price of the 10 rooms booked. And then after I booked the room, I found the hotel site and found out that the bed was a three-quarter size bed which is not large enough for two people. When I called to change the reservation to a room with a larger bed, I was told that I would have to wait 24 hours for the reward night to be applied, which was too late to use because my wedding anniversary was the night I had booked.

Hotels.com is a disappointment. This company is deceiving. I booked a hotel over the phone. I asked for a non-smoking room with a king size bed. After I got to the hotel, never mind that the hotel was under construction (Imperial Palace, Las Vegas), we were told that all they have was a smoking room with two full size beds. I called Hotel.com only to find out that they will not guarantee the room I booked, and that is based on availability only. I tried to get a refund but I was given the runaround. Customer service was very friendly at first - that is until you are actually at the hotel and try to get some answers. They are truly a two faced company.

Do not ever use this company! Do not be fooled by what seems like a helpful customer service representative. They are dishonest and do not have your best interest in mind. I made a reservation months in advance for my mother to stay in Lucca, Italy and was assured by the customer service rep that we could cancel up to 2 days before check-in. Well, they did not honor that and I was charged for a three-night stay my mother did not use. I won't even go into how much wasted time and the many phone calls I made to set this straight and they just did their phony "sweet talk" apologies every time and promised to straighten it out and then flat out refused to. They are a scam and I wish I had researched the company before I used them.

I booked a hotel room in early July for late August in order to ensure I got one as I was taking 3 other folks to a football game in another province. While we were talking about August, the agent at Hotels.com booked my hotel room for late July (same date, different month) and they immediately billed my credit card. The day of my stay, I learned of the mix-up; and it took me a week of phone calls and runaround to be told they would do nothing to assist me. I had been sent a confirmation email with the July date (which is true but which I admit I never read). And though I had asked for August and they had booked July, it was my fault as I did not check the date on the confirmation email; and as such, I was out the over $600 they charged me! Moral of the story, don't assume the agent is accurate. I clearly should have read the confirmation email. They will not make good on mistakes they make. I will never book with Hotels.com again.