Hotels.com Reviews

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

Extreme emotional distress

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

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

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

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

No damage was done other than a lot of frustration.

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

Bad Rooms, Wrong Area, Ruined Trip

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

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

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

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

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

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

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

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

major stress loss of money

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

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

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

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

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

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

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

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

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

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

It is unresolved!

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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