Hotels.com

I booked a hotel room in Kigali with my credit card, got a confirmation from Hotels.com. I arrived in Kigali and found out the hotel was not contacted, no room was booked and money was taken from my credit card. No number to call, just a robot on the site, no refund. I will not recommend Hotels.com to anyone, scam, scam, scam.

I started with a simple Google search for Accommodation 29th May. I was directed to Hotels.com. I made and paid for the booking at Marriot London City Airport for £84. However, when I was directed to the site, my dates were changed to the 30th. I notified Hotels.com - their response was "we can definitely help... we need to charge you £119." Naturally, I assumed this was a penalty charge so I would need to pay the difference between 119 and 84 because of the change. When I questioned her, she said, "No, that's the extra charge." "So I'd be paying £119 over and above the £84," I said. She agreed and said yes. I asked, "How much to cancel my booking", she said £84. Absolutely terrible customer service and not willing at all to try and help... If I didn't know better I would think they are just there to take your money, once the moneys in their account... you're on your own. I will definitely never use them again!!!

This is the third (and Last) time I have been taken by this company. I have booked hotels that have been closed, terrible quality, and my last experience is the final straw. The last experience was we booked a 3 star hotel room that turned into a 1 star, the desk clerk said the reservation went through.... I called Hotels.com to get some help and nobody answered. I had to book the room again. The 150.00 (hotels.com "discounts it" it to 90.00) room instantly turned into a 60.00 room. I disputed the room through my CC company and lost. Don't bother using this company. EVERY TIME I booked a room through them I could drive up to the hotel they advertise and get it cheaper.

Your itinerary:** -King's Royale Hotel and Resort, Bacolor Pampanga Phils. I have been a constant user of Hotels.com, it was this year that I was dismayed with how they treat their loyal customers. Please see turn on events: March 7, 2022 - booking and confirmation was processed for said property and email confirmation received from Hotels.com - nonrefundable booking. This is assuming that the property they REPRESENT is legit based on previous transactions with them.

I'll include my story, but I agree with everyone who already left a negative review. I feel like they are committing fraud. I originally tried to move the dates booked on a hotel to one day later. The hotel said it is simple & would be fine, but I have to make the transaction through Hotels.com, which makes perfect sense since that's where I originally booked the hotel. I contacted a rep from Hotels.com on the phone who moved the dates for me & asked if a $7.89 charge would be acceptable for the night differential. I agreed knowing the hotel might cost a few bucks more on that specific night. The charge turned out to be $78.90 instead of $7.89. He would not fix "his mistake."

We booked a resort on 4/27/2022 and paid $703 and paid in full for a 2 night stay on 5/15/22 to 5/17/2022. Hotel said bill was $563. We were overcharged $119 and Hotel.com said, "Oh well," and refused to refund difference. I am reporting them to BBB and FTC for fraud!!!

Hotels.com is the biggest scam. I have booked through them several times so that I could earn their free hotel night. After booking through them several times, I was finally almost to my rewards and they conveniently made my booking such a mess that I ended up paying for an extra room that I didn't need. If you call, no one knows how to speak your language clearly (that's a win for them as well). Pretty much, I was taken advantage of and instead of a free night I'm paying them an extra $50. Thanks Hotels. com. After I paid them, I cancelled my other bookings, deleted their app and I will NEVER BOOK THROUGH THEM AGAIN.

I will never use Hotels.com again, or any of Expedia.com‘s other subsidiary companies. Last summer, Hotels.com sold me two rooms (some work colleagues and I had a leg of our flight cancelled) and when we got to the hotel they did not have any rooms available; both Hotels.com and the hotel refused to refund us for rooms they couldn’t provide, saying they were non-refundable rooms. But again, we never got the rooms. The complete incompetence and unwillingness to help was outrageous. We were left stranded overnight in SLC. I spent months writing emails and making phone calls while never getting any help, or seeing a dime of refund for hotel rooms we paid for, let alone any compensation for our terrible inconvenience and all the trouble we went to get help with the matter. Both the hotel and Hotels.com blamed each other and neither of these giant corporations cared enough about their customers to make it right. It remains unresolved still.

Using Hotel.com was a big mistake. We got given the worst room at the property which I was very disappointed with as I was staying there for a week. It is the worst holiday I had ever had I was bitterly disappointed. If those bastards were clear on the room I was getting I would not have chosen that one. I worked very hard for my money and didn't won that holiday in a competition. I would never ever use bloody hotels.com as long as I live. You are nasty and misleading. I hope that company will go out of business.

I made several hotel bookings with free cancellation option for a trip to Japan. Price went down later so I cancelled the bookings and rebook with the lower price. Then Hotels.com cancelled all my bookings without any explanation. Tried to contact them and got an answer of violating their terms of use. All the bookings included free cancellation. I don't understand why I couldn't cancel and rebook with a lower price. Will NEVER use this website again, not even its mother company Expedia!

Had to cancel European travel in 2019 as could not leave Australia for obvious reasons. Got most things refunded or vouchered, but Hotels.com was intransigence personified. Voucher could only be used at the same hotel, and was very limited with use-by dates. No other company involved in rearranging travel were as hard to contact, or as restrictive. Booking.com, Luxury Travel, Qantas, Singapore Airlines etc, etc, all SO much better. The only company behaving worse was SAS.

I'll try to make it short and to the point. 1. I booked through hotels.com, which showed free parking. 2. The hotel charged a convenience fee. When asked about it, the manager stated it was a fee to cover parking. 3. I called Hotels.com several times to ask for clarification and for a refund. 4. They did not offer a refund, instead I got a coupon that until now I have not been able to apply since it is not available at check-out when booking through their website or app. 5. I have called hotels.com serveral times to ask how I am supposed to apply the credit I have. They have not only been unhelpful but extremely rude (always keeping me on hold for extended periods of time until I give up and end the call or just hanging on me).

We booked a room at Seashore Motel in Santa Monica CA. It was a booking that could be canceled supposedly. We had to cancel for medical readings snd contacted hotel 3 days in advance. They told us we had to do it through Hotels.com. I talked to a woman named Anna for 15 or so minutes at Hotels.com and was assured it would be taken care of and we would not be charged. I alerted my credit card. They were informed by Hotels.com that our cancellation would not be honored.

I used hotels.com to book a hotel in Tahiti for 3 weeks. So they booked the hotel, said the reservation was guaranteed, and charged my credit card for the full 3 week stay. Twenty minutes after I booked it, the hotel said those dates weren't available. I contacted the hotel, and I got the usual response- "You'll have to take it up with hotels.com." That's the problem with major bookers like Hotels.com. They enforce non-culpability.

I have a word of warning for those attempting to book Vacation Resort International locations through Hotels.com. I have personal experience making reservations at The Cove at Yarmouth which required a non-refundable $50 up-front deposit--no big deal except that confusion erupted when the posted charge shows up from Vacation International, rather than the Cove at Yarmouth or Hotels.com. There was no mentioned of this on the confirmation email, and for me, resulted in a fraud investigation on my charge card.

I booked a hotel with a double bed and the hotel gave me a twin bed. I tried to correct it with the nice hotel receptionist but they did not have a double bed available. So I had to go somewhere else. I asked for a refund and I was refused a refund because they said that the booking is non-refundable. I called hotels.com many times and pointed out the false advertising and I was constantly met with the response that they have to ask for permission to get the refund. False advertising should not require permission for a refund. Hotels.com should be enforcing the rules to ensure their clients are not cheating customers. No support from Hotels.com.

They used to be the best, now the most expensive and worst customer service you will find. No customer service to call to make a booking and rewards don't even apply currently. Agoda and Booking.com still amazing.

If you go on the Hotels.com website and search for a hotel, you will find prices, dates and descriptions as well as room details. Some hotel prices on Hotels.com include breakfast; others do not. Some indicate that there is a parking fee; others do not. Beware of deceptive omissions regarding these details. Don’t be surprised when you check in to your hotel and there are additional fees or charges that were not indicated in your Hotels.com email confirmation.

Aaqib ** agent told that I closed my account by myself, that I eventually didn't do because I had status with Hotels for years and have bunch of free nights. they can't to nothing with it and were very rude.

I booked a holiday house for a family break online. I paid the price quoted by credit card immediately. I received a booking confirmation and the next day my booking was cancelled as price I was quoted and paid was incorrect. I have not received a refund.

Back in 2020, we planned a European vacation and due to covid, we had to cancel. We have received refunds from all hotels that actually got their money from us. We have 4 hotels left that Hotels.com never refunded us for and the company has kept that money. We've called about 8 times and always hear the same thing either they'll call us back or they are working on it. This has been going on for 2 years now.

It is regarding my recent booking at Sheraton Universal for April 21, 2022 night. Reservation totaled to be $363.40 which I paid this with reward night worth ($244.30) and remaining with my credit card ($119.10). Sheraton refunded the whole room cost ($363.40) on April 27, 2022. I received an email from Hotels.com that they have refunded my credit card for $119.10. Since I did not get my full portion of the refund back, I called the Hotels.com and I received very nasty service and was told "we cannot refund you the reward night". I asked them how they could keep my portion of the money when I got the full refund back, I was told that's the policy.

1. Find a local hotel with Hotels.com that had a bathtub/jacuzzi pictured in the room next to the bed and in the description. 2. Book hotel. 3. Go to hotel and check in & get slapped with another $50 security deposit for room. 4. Walk to room only to find out it is not the room displayed on website. 5. Go to front desk and they say, "There's nothing we can do about it," that hotels.com is known for bait switch and it's not the 1st time this has occurred. Now that just makes me think that both the hotel and hotels.com is working together to scam people!

Long time user of Hotels.com. In this circumstance after logging onto my account, charges were made in USD rather than CDN. I contacted hotels.com with typical flowchart answers with their position being due to a server error I was automatically directed to the US site which then charges in USD and replying I should have checked my confirmation details more closely. My login information should not automatically direct me to alternate currencies without any indication it is doing so

I think Hotels.com should not represent hotels that are ridiculously nasty, disrespectful Employees, and that takes advantage of people from out of town. We’ve been fighting to get as refund back from a night we haven’t even stayed at. It was so much unsatisfactory and unsafe things happening there. Prostitution, etc even the cops were there. We told Hotels.com about the problems and was out all night looking for another place to lay our heads our poor baby was stressed as well. Hotels.com has a policy about pay now or choose to pay at hotel.

Since Hotels.com was acquired it drives home the point that bigger is not always better. I used to be able to talk to a human at Hotels.com when I called customer service. I loved Hotels.com in the past. Recently I tried to get into my account. Not only can I not get into my account but they don't have an option on their automated "help-line" to remedy the problem. Automation is one thing but at least make it efficient. After three calls failing to provide an option to provide customer service, I give up!

I booked a reservation with Hotels.com. The price was $305 total. When I checked in the cost was $426. I reached out to Hotels.com, and was told in essence too bad work it out with the property. I asked why? I was told, "We don't have control over what the property charges."

Issue started on Monday. I have been trying to speak with a manager since then! The first C/S rep I spoke to took my information about the glitch in price on the system and stated I would get a call back. I waited 24 hours and did not receive a call back. C/S rep #2 said there were no notes on my profile but she can see the email that I sent. There was no way to look up who I previously spoke to and who dropped the ball on my issue. She then basically went on to tell me how it was my fault and when I asked to speak to a manager she told me they would tell me the same thing.

My wife and I have been using Hotels.com for a few years now. At first, like everywhere else, they treat you well to keep you coming back. However, when a problem arises, don't expect much help! They aren't customer service oriented, they only care about polices and teaming up with the merchant!! What happened to the good old days when companies would honor their customers and accommodate them?! Those days are gone unfortunately! May only be a few companies left who value the customer. I guess we will stick with stick with our VIP membership at Priceline! Should have known better to deal with a second rate company....

I have been a top tier customer of Hotels.com for many years. 2 weeks ago I booked 4 nights and paid upfront. Upon arrival the hotel had no rooms. I have requested a refund with no joy despite multiple contacts. It is astounding how bad they are treating a loyal customer. Be careful of using low cost providers as the service is below par