Hotels.com Reviews

Booked a 2 night stay for 295.10 (this was billed immediately) upon checking in, I ADDED a pet fee which was and additional 50.00 for the stay. This 50.00 pet fee was charged on the spot, so now my total expense is 345.10. Upon checking out, the hotel receipt showed a pet fee plus hotel 2 night stay for a grand total of 286.10. I asked the hotel what the discrepancy was and showed them my 295.10 reservation, as well as their 50.00 pet fee. They simply said I'd have to contact Hotels.com, so I did. Hotels.com couldn't seem to understand my frustration of receiving a total bill for 286.10, which included the additional 50.00 pet fee, while I'd already paid hotels.com 295.10 for the reservation, then the actual hotel another 50.00 for the pet fee. Never again will I use hotels.com. I could have saved 59.00 had I simply made reservations direct with the hotel.

The room I booked was supposed to be a large suite over 1000 sq ft. It cost $625 a night. When I checked into the room it was under 300sq ft. and the heat was broken. They refused to give me a refund and secure you me other accommodations. I felt like I had been scammed. I contacted customer service and after 2 hours of being on hold and disconnected I gave up. I would not use Hotels.com. They provide no customer service. They were unwilling to take responsibility for the misrepresentations on their website.

Pure incompetence. As a silver member I used to ALWAYS book my rooms through Hotels.com. Even when hotels.com was more expensive, I would book through them to maintain my membership status and then request for the price match guarantee. I booked a room through them at Radisson Blu JFK at 140 euros when it was 107 euros on Tui.com. I then sent them screenshots of the price on Tui.com, I also sent them the direct link to the offer so they could see for themselves. I received a refusal of price match. I then messaged the dedicated Silver members emails address who explained to me that the price was no longer available.

Having lived in the Kingston, NY area for many years, we were excited to see a boutique hotel property (Hotel Kinsley) in the Uptown area. Made Thanksgiving reservations through Hotels.com, but received a 'courtesy call' by the hotel when traveling over, that our room was no longer available. WTH?? Apparently, the claim was a credit card issue - although no contact was made to rectify by Hotels.com or the Hotel, and the agreement was to provide the $400+/night when we arrived. Funny ~ I had phoned to confirm the room before we left, and found out parking is suggested on Pearl Street, etc...

Booked a hotel to Sarasota, FL at an Embassy Suites, about a month and a half in advance. $700. No biggie. Got there, room was booked. Stayed for a couple days. When checking out I had a balance of $100 and some change. I asked why? Make a long story short. Hotels.com took a $100 booking fee out of my $700 I paid them. After going back and forth with this crook of a company, I had Embassy Suites manager 3 way on the phone with me to call Hotels.com. They finally told the truth after 3 different conversations, and because I had a manager on the phone. Nowhere on the receipt or the booking information does it state that there was a booking fee of $100. NOBODY would pay that if that was presented at checkout. Agree? MORAL of story. Hotels.com has none. Thieves. Never again will I ever use them. Be careful people. You might think your vacation is paid for.. It might not be. Book thru the actual hotels, you may even get a better rate.

I got a gift card as a present, and as thousands of other people can't use it on their website. Call support. Proved useless, as I kept getting transferred until I ended up with an option to leave a voice mail, which I did, and of course, no one ever called back. The scam part is that when you are trying to book through the link with GC in the end, instead of saying the truth "you can't book this hotel with this gift card" (cause it is junk!), it says "you are too late, this hotel is booked". But if you switch back to just Hotels.com, that same hotel shows available. Apparently you can only use this card with hotels that are overpriced, or have bad quality/cost ratio. If you considering this as a gift, think about all the negative emotions and frustrations that this card will bring to the receiver and get something else.

Poor customer assistance. No one answers their toll free 1-800 number from their website. No reply to request for refund and assistance which I sent thru email and thru their website. VERY IRRESPONSIVE! The lodge, Griffin Lodge Baguio, which I booked thru Hotels.com dishonored my confirmed and fully paid booking. It claimed that no booking with the confirmation number Hotels.com gave me was reflected in their system. About 11 guests, with their spouses and children were left helpless on November 30, 2019 at Griffin Lodge Baguio as the said lodge claimed that Hotels.com did not coordinate with them regarding our bookings.

Hotels.com is a horrible company and will advertise a certain price and once you've paid for it, they will alter your arrangements. When you call to have your arrangements corrected to what they should have been, they will either keep your money and force you to make other arrangements or increase your charge to keep the original arrangements you set up. I booked a hotel for Nov. 9th, 2019 and when I looked at my email to see what time I could check in I noticed that my hotel stay was for December 14th. This was their mistake, not mine so I called to inform them of their mistake and they told me I needed to pay almost twice what I had already paid to keep the date I wanted or if I canceled it, I would lose all my money. I requested to speak with a manger and the customer service rep said she doesn't have a manager and gave me an email address.

I booked and cancelled the same day and lost my money because the phone rep didn’t call the hotel to cancel it, therefore I was charged the first night! I complained so many times and asked to retrieve the phone conversation but the customer relations department didn’t bother! I will not book with them again and will tell everyone around me about this experience!

NEVER AGAIN WILL I TOUCH THEIR SITE or any site owned by Expedia group which is most of the travel sites. Booked with them a trip to CUBA. Got to my hotel and was told that Hotels.com cancelled my reservation but no explanation. We had no cell service and were in a foreign country on Cuba's 500 Year anniversary and not a hotel room available anywhere.

I booked a B and B in Beaufort SC and paid the entire bill directly through Hotels.com. They correctly informed me that the hotel would charge some other fees upon check in and they did just that. The problem came at checkout when I found out what Hotels.com was paying this B and B was $160 less than what I paid Hotels.com. I thought they had a price guarantee and were supposed to make their money from the properties, not me. When I called the Philippines call center, I was told that maybe I should have booked directly with the property. REALLY???? OK, I will next time!!!!

I have booked few days ago and last night I recieved a text from Citi security Alert: saying my card was used by Delta Airline but that was not me. I immediately tell the back to block my card. Then Hotels.com emailed me that my booking was canceled. WHAT A MESS!!! I did not use my card anywhere only in HOTELS.COM!!!! People don't book on this site. This is HORRIBLE!!

I used Hotels.com to get a cheaper motel room. Hotels did not mention anything about this hotel being a scam. The owner of this hotel (Portland Suites) that I found through hotels.com scams people for their deposit money. Hotels.com still has this hotel listed on their website. Hotels.com will not listen to my complaint about this.

I booked a hotel in Nashville. The website for the hotel asked what type of bed I wanted in the in the room. The website listed 2 queen size beds in the room. I booked the room and when I arrived at the hotel the desk clerk said the hotel does not offer 2 queen size beds in the room. I said I booked with Hotels.com and he said it happens all the time. Hotels.com offers options the hotels may not offer. They will let you book and pay for items not available. BEWARE OF WHAT YOU ASK FOR. CALL THE HOTEL BEFORE YOU BOOK AND ASK IF THEY HAVE WHAT YOU WANT. I won't use hotels.com again.

Hotels.com is a worthless website. Any consumer nowadays should be able to book directly with the hotel and not use a travel website. Just find the hotel you want, go right to their website and book. The customer service for hotels.com is absolutely atrocious. I spoke with multiple representatives (all foreign and hard to understand) about an accidental double booking (my fault). Simple issue with a seemingly simple solution. Not for hotels.com. The customer service reps are so poor at English that they cannot even understand what a double booking means. Finally just called the hotel direct, and they took care of it. Disputed double charge on credit card for hotels.com. Never use them again. Problem solved. What a joke of a company.

Sometimes, Hotels.com is mentioning that only a few rooms are available: if that's the case don't book a room! What may happen is that they are going to charge you and you won't get any confirmation or any booking. They say that the charge is only "pending" and will drop within 5 business days (!) but it will limit your spending power anyway. This is obviously a serious bug in their system and they didn't fix it, it happened to me twice in one year....

I was trying to book a room for after a concert I was at in Grand Rapids on 11/10. I was with a group of friends and the check in time wasn't shared with me until after a paid booking. I called the hotel and they said 12 pm on 11/11 which was not what my friends and I needed. So I cancelled my booking (which was the only option I was given) thinking I would get a refund. I tried to get a refund with the help of Hotels.com but Wyndhams denied it which is ridiculous. I just want something for the money I paid. I don't care if it comes from Wyndhams or Hotels.com. Highly dissatisfied with both at this point.

We stayed in a 3 star accommodation in Santiago, Chili. The place was 7 miles from the location shown. The place had a bare bed, No sheets, no pillows, no shower curtain, no towels, no toilet paper. It was dirty.. feet were black after walking across room. We paid $45 for the night. We arrived at 1 am due to flight..thankfully we had our sleeping bags. We notified Hotels.com and received a $3 refund for our inconvenience!

Booking directly with the hotel was $160 less for 4 nights than thru Hotels.com. They add so much in surcharges that are not disclosed when booking. Customer service rep would not adjust my booking to reflect the lower price. Deceptive and dishonest practices are the way of this website. I have used them several times before and thought I was getting a good deal, however this time the hotel gave me a receipt in error for the actual cost of the room.

Been using Hotels.com for many years. First time I ever have problem with them and it's the final time I will ever use them. I was booking a room on their app for my last minute business trip. Booked with my work email, after I click the final step to book room App got an error and quit my booking. Since I booked as guest, there's no information anywhere.

The company finally transferred the money back to my account manually.

I paid online and when I checked out the charge from the hotel was less. Called billing to see if they would honor the lower price and they said no. I asked to speak to the manager and got the same answer. I had traveled to go to a funeral and really think that the price they quote should be the maximum. My recommendation is never pay online as you could end up getting screwed.

For starters my wife reserved the wrong weekend, and me not paying attention just canceled thinking I could just reschedule. The house we were trying to rent was in Ruidoso NM for multiple families for Thanksgiving. We noticed the date was wrong over a month ago, thinking somebody would work with us. Yes I am I fault for canceling, but I thought there wouldn’t be a problem rescheduling, any date. I put up over $900.00. Hotels.com said there’s nothing they can do. The property will not return phone calls, or emails. Kindness? Courtesy?

We booked thru ca.Hotels.com for $98 CANADIAN, pre-paid, non-refunable. The room rate was in huge red numbers with 'CAD' in huge red letters. The confirmation email was for $98. Hotels.com took $133 CAD from our VISA card, then told us we were mistaken, that the booking was in US dollars. We're Canadians, we're used to living in a world where online shopping can be in either CAD or USD, and we aren't stupid. Seriously, don't use the Canadian version of Hotels.com, known as "ca.hotels.com". -- These folks couldn't find their heineys with both hands and a flashlight.

I joined last year and qualified for a free night. I booked a room and flight to Los Angeles and called the 800 # to make sure I did it right to receive my free night. It took over an hour and I was transferred 4 times and spoke to 5 different people before finding out that when you book a room and a flight together it doesn't qualify for the free room. The first 4 people didn't seem to know that! So I went back and looked into booking them separately and it was $259 more. My free room was $176!! I ended up cancelling. Thanks for wasting my time and the 10 nights I accumulated! I will never use them again!

Had an awful long wait. Almost 2 hours total on hold with Hotels.com after the hotel they booked me at had no one there to check me in. After driving 16 hours I stopped at first place I found to sleep. I almost hit a deer en route and risked my life driving more than I planned. The first hotel I found costed me $102.00. The hotel I booked originally was $55.99. As I was left with no choice I hoped hotels.com would give me some kind of credit for my trouble but they refused to help. Don't use this service unless you like to take risks and can afford throwing your money out the window.

Big FAIL from Hotels.com, Extended Stay America (Houston) and Crowne Plaza (Houston). Hotels.com took my money on Oct. 5th and sent me a confirmation email saying "booking is guaranteed and all paid for". On Nov. 12, 1pm, I arrive at Extended Stay which tells me to come back after 2 pm. At 2 pm, I come back and they tell me they have no rooms and I should call Hotels.com to figure it out. I call Hotels and speak to 2 guys over 45 mins and they confirm a new hotel down the street. I go down the street to Crowne Plaza and they say the reservation done by Hotel.com's "virtual card" did not work and it's up to ME to call back Hotels. I get on the phone with 2 guys over 30 mins (again) to solve the issue. All-in-all a 3hr of lost time for a tourist who wanted to visit the city. To the 3 companies involved... try to give a damn. It's a holiday we're trying to have, not a ** time. Thanks.

We have used Hotels.com for years. Their terms and conditions they have ensure you don't get a free awards night are over the top. We just lost 5 nights due to restrictions. Customer service was rude and lectured me. Am done giving them our business!

The reservation process was so easy and the hotel had my reservation and check-in was smooth. Shortly after checking in the manager and people, who seem to be long time residents, began a verbal altercation that turned violent. I have made attempts to contact Hotels.com for assistance because the manager apologized, offered me a refund and when I went to retrieve it she charged at me as if she would assault me.

I’ve had 2 bookings through Hotels.com cancelled with no reason & one was without warning. I had to drive around to try to find a place to stay because after driving all day I got to the hotel & my booking had been cancelled.

Many extra charges imposed after booking a hotel in New york. Residence fees, resort fees, taxes, etc. Will Never use this service again. Big mistake! Michaelangelo hotel also imposed unethical business practices, by hiding these charges, even after I personally called to ask about extra charges. This was a special gift for someone and now I feel cheated and scammed.

I reserved a room way in advance. After I drove to my hotel, me and 7 others didn’t have a reservation. I will never ever use your site again. Worst experience ever. And then you have the audacity to send me an email and ask how my stay was.

I had just booked. I checked right before arriving at the hotel and Travelocity had the exact room for $25 less per night. I called to get the price match and they said it didn’t apply because it was same day and if I canceled, even though my reservation said I had no cancellation charge, that I would be charged a fee. It is not ok. Basic bait and switch and terrible customer service. I normally use Priceline but Hotels.com had a better initial rate. Priceline ALWAYS price matches for me. This is a deal breaker for future business with hotels.com. Be warned.

Hi There. My free night expired without me knowing. The week it expired was our wedding week and I had no clue. Not to mention we didn't get to use the night because my wife had a very bad ski accident and was in the hospital for 20 days and was on bed rest for 3 months and physical therapy after that. I ask them kindly to reinstate my free nights. My wife is a gold member and books for her company as well. We also generally book through Hotels.com except this past year where we didn't travel due to her injury. The free room was valued at $650. They first offered $150 reinstatement but then took that away as well and said it was a mistake. I WILL NEVER BOOK WITH THEM AGAIN nor will anyone I know.

I was a very good customer of Hotels.com as I travel a lot. Recently I had to use their "price guarantee policy" for 2 nights in Maldives in the same hotel but with 2 different reservations. The difference between the paid price and the new rate found was accepted by Zoe for the 1st night. For the 2nd night, for the same case, Angela refused the payment of the gap between the paid rate and another found on internet for the same room. In both cases, I followed their process filling a form of their website with the copy of the better rate found on internet and Angela took 3 days to answer to my price guarantee request telling the price is not anymore available!

In April, my business partner and I booked rooms in Hong Kong for a business trip we had planned in October. As we got closer to the date, riots and protests began affecting Hong Kong. Each week things got more and more violent and dangerous. Hotel rates started plummeting. We had booked nonrefundable rooms to get a good rate, and now rooms were going for even less. Soon, it became apparent that it was not safe to travel to Hong Kong. One of our hotels was a block from one of the most dangerous areas.

Do your homework before booking on Hotels.com. For their “services” you will pay up to $100 more PER NIGHT than if you booked it yourself. Are they worth a premium, yes- a hundred dollar premium PER NIGHT- absolutely not. The room they booked for us in Rome, Italy had no AC for 2 of the 3 nights in 90 degree weather- the halogen-like light bulbs would not go out all night and we had no hot water the day we were going to the Vatican. Th hotel manager, Samuel **, felt a $60 refund was fair compensation (which was 10% of what they charged Hotels.com). That’s when we found out we paid an extra $100 PER NIGHT because I paid Hotels.com $919 for 3 nights.

We made a reservation depending on the information we saw on Hotels.com. We chose “Plaza Central de Usaquen” as the landmark of interest. The “Hotel Black Tower Premium” was represented as being located 0.2 miles from the chosen landmark “Plaza Central de Usaquen”. This is not true. Plaza Central de Usaquen is really 14 km or 8 miles from the hotel. Since we made this reservation trusting the erroneous information on the website of Hotels.com, then we should have been able to cancel the reservation without any risk. It was the mistake of Hotels.com. We made a complaint and escalated the issue three times. We sent in images showing that the information on Hotels.com was erroneous. Hotels.com did not admit to their mistake and called the hotel for cancellation, which of course they did not. This was a typical "bait and switch" situation. I will not book with them again.

I booked a room through Hotels.com. The place was not a hotel but a condo tel. It was supposed to be a five star hotel. I left and they promised me a refund. It is almost 8 months and no refund. They have not refunded me this money. I have been wasting my time asking for a refund. A refund receipt number was issued. These people do not follow through and send to my credit card.

.I have been using Hotels.com for years along with their rewards company. When I first started using them they were a good company to work with however they may have bought out by another company and thus, their service has gone downhill ever since. On my recent trip to Portugal, I used them exclusively to add to my rewards program to get the free night stay. I booked a 4-night stay in a small Faro hotel and supposed used a promotion code for $22 that hotels.com offered.

I tried to cancel 1 night of a 4 nights booked at the Canary Hotel in Las Vegas and received the runaround. Tried to cancel at the checkout desk at 8AM. Was told to call back at 12:00. When I called Hotels.com @ 12 I was told the time to check out had expired. What a rip off from both Hotel and Hotels.com. I will never use them or Expedia again.

My boyfriend and I used this site because it was recommended by a friend. We went to book a room and it said the credit card information did not go through, then my boyfriend was charged and when calling they said they can't refund it and there was NO confirmation OR ANYTHING stating booked yet money was TAKEN OUT of his ACCOUNT and NEVER returned. VERY DISSATISFIED.

Called to change our reservation and received an email saying that our changed reservation was approved and everything was taken care of. Then we were charged for our cancelled reservation and told there was nothing they could do. I can't believe how crooked this company is, I will never go through Hotels.com again.

Be careful using Hotels.com. I paid for a hotel on-site and Hotels.com also allowed the hotel to charge me through my hotels.com profile, when I did not authorize this payment and then took no responsibility for the double charge. The booking clearly stated that a credit card was used to hold the reservation and that payment was required on-site.

I booked two nights, two rooms. I had to cancel the reservation, thus being penalized for the two nights. That is fine. I understand a cancellation policy. A last minute change happened and I still needed the hotel. Since I was being charged for the night anyways, I wanted to still use it. Hotels.com told me over and over again I needed to pay for a THIRD night? I tried my best to be patient and understanding, but none of the representatives could understand my request due to the language barrier. They all spoke broken English and even the supervisor was rude. I contacted both the hotel and Hotels.com back and forth three times. Finally the hotel made an exception. I did not want a refund, I just simply wanted to still use one of the nights I was being charged for anyways which is a totally fair request. The hotel even agreed that Hotels.com was just unable to understand what I needed done. Never using for my business travel again.

So we were traveling across the country after spending a week preparing for and marrying off my niece (by the way, the wedding was absolutely beautiful but we were exhausted). We were just going to find hotels along the way, not exactly sure where we would be when we would be too tired of driving. We were looking for several different places and putting in the dates and locations to see which place would be the best. We found a hotel in Van Buren AR at Holiday Inn Express through the website Hotels.com. I hit the pay and confirm button and then the charge for the hotel now changed....WHAT? That is not the price they were advertising!!! It was $40.00 more!! I started looking closer and realized that Hotel.com charged a surcharge fee that I never saw on the small device I was using. I am sure that was on purpose. It was also at this point that I realized that the dates were not correct.

Had trouble booking a promo through the Hotels.com\Capital One and contacted the customer service dept on hotels.com's website. They use off shore representatives (obviously to save $$) and I was told in broken English to book through the hotels.com website and I would be compensated by Cap One. The rep at Cap One said no they couldn't and wouldn't. That I I had some bad info. A return to a supervisor at Hotels.com and they said they called the property and unfortunately there was nothing else they could do. No calls were ever made to the property the owner assured me.... I would have been fine with an apology by an uninformed customer service rep but don't lie to me....

This program is a scam. The customer service is totally unhelpful and do not bother to reply emails on my query. They will be more than happy to remove all your earned rewards and not compensate you. When you call them, the answer you get is NO. Unless you want to have a bad day, if not don't bother to call them. I will strongly recommend not to use them. I am hesitating to use their parent company Expedia as well since their culture is so bad.

I booked a hotel room for three days. Hotels.com asked me to pay total 188$. And then I confirmed it. Then it charged me 276$. If I would have booked from hotel website. I would paid 222$. Hotels.com charged 54$ Extra from me. I am so regretful with Hotels.com. It's a scam company....

We booked a night at California Inn and Suites 4/12/2018 11628 Bartlett Ave Adelanto, California, 92301, United States of America. Pictures showed a clean and safe place. We got there and there was construction, police making arrests and the parking lot was full of debris. When we called Hotels.com for a refund since we went elsewhere, they stated that they were not responsible and that the Hotel charge a 1 night minimum regardless of stay. They offered me a $50 coupon (against the $80 charge). Now I tried to use the coupon, but it expired so they won't reissue, even though they did not state at the time that it expires in a year. In fact, I called before it expired and the rep stated that they would just reissue it when I need it. I recommend never using this site, plenty more that care and are responsible for their listings.

I booked a reservation and when I arrived at the hotel they stated I had to pay resort fee because it came through a different contractor not Hotels.com. Which should not be my problem since I booked through hotels.com and full payment was made to hotels.com. I immediately called hotels.com and representative assured me I would receive a refund once I submitted receipt with resort charges. I submitted receipt to email provided by hotels.com representative. I chatted with 2 more hotels.com representative and spoke with yet another representative. I have submitted numerous complaints to customer care and all I have gotten is the run around. It has been a month and no refund. It’s quite obvious that this issue has become a “he said, she said” story. Now that I’m aware of hotels.com underhanded business tactics I will never use their services again, and I will make sure everyone is aware of how hotels.com does business.

I booked a hotel to visit my daughter over a month in advance. The day before we were supposed to check-in, I received an email from Hotels.com telling me they were canceling my hotel "per my request". I did NOT contact them requesting a cancellation. When I called them, they were the most unhelpful and unapologetic group of people I've ever dealt with in a professional manner. The first time I called, they said it was "probably" canceled because something was wrong with my card. I called my card and verified nothing was wrong, so I called back.

Rewards Program does not work. Once you have a username and password on the website, you won't see the "JOIN NOW" button on the free rewards page. It has you in a loop and it makes you believe that you are already a Rewards member, however you are not, and because of it I was under the impression that I was a rewards member. I wasted 11 night and when I called customer service and spoke to Caleb, he wasn't able to add my nights to the rewards program. The website is a scam.

Wow I booked a 30 dollar per night advertised reservation, but after multiple fees and an extra bed upgrade it was over 100 dollars. Their site clearly states you can re-book without penalty and you can cancel anytime. No, this special cost reservation is non refundable on the invoice. You scroll to the bottom to read such past the quarantine refund part. The place was closed due to a Hurricane, so I called and they would not issue a refund, but offered to re book. After re-booking they charged me even more for the room. I am paying 4x the advertised rate. I hate to say it but I was a sucker and an ignorant consumer. If I had called the hotel directly I would not be in this position.

I can't believe everyone there speaks Indian English what I can barely understand. Please don't get me wrong, myself is a foreigner, but again, such a big website, did Indian just bought it or they can't effort to hire someone else for someone who has issue with understand their strong accent. Funny thing is they can't understand each other's note!

I would not recommend booking with Hotels.com EVER!!! If you have to cancel they will not allow it. They "conveniently" have no record of my cancellation and it was non-refundable. However, the hotel said they would allow a cancellation if 24 hrs prior. As a result I have to pay the full fare and not a one day penalty. They are crooks and do not advise using their website to book any reservation.

I recently found a fraudulent charge on my corporate credit card that was booked through Hotels.com. As anyone who works for my company knows, any travel that we book is only approved through Concur. I tried calling and disputing the charges. On 10/14/19 the person I spoke to was very polite and took all of my information down, acted like he was going to help me. The funny thing is the person who was using my card was in London (I live in U.S. and don't have a passport) at the hotel they booked. They could have caught the guy had they actually done their job. I was notified that they were going to contact the hotel and let them know the card was being used by an impostor. I was told I would get a call back. I never got one.

I accidentally made a reservation for August 2nd instead of August 1st but I immediately called their customer service, seeking a cancellation after clearly explaining the mistake I committed. They replied like everything was alright, the cancellation was also done smoothly and don’t need to worry about the refund as they made sure like they are gonna credit it to my bank account within 3 business days which didn’t happen. I even asked them to mail me a confirmation email as an evidence for my cancellation but they denied doing it, saying that it’s not required but they would definitely credit my amount. I even inquired at the bank but couldn’t find any refund. When I started calling them again they would never answer my call in a proper manner. They said I never made any reservations with them anytime and I didn’t even call them either for cancellation or for the refund.

I tried to use Hotels.com gift cards on the Hotels.com website but "Apologies for the inconvenience, our online Gift Card Balance Check and Merge Tool is out of service. Please call 1-888-999-4468 for assistance." Is the message I got but when I called the people who barely spoke English were rude, unwilling and unable to help. I called the main reservation, 866-296-8122, where I was told they don't accept hotels.com gift cards. Their people are not helpful and do not listen. Do not buy their gift cards. They do not work.

My sister and I were traveling to the Chicago area to visit our brother. My brother-in-law fell and broke his hip - requiring emergency surgery we had to cancel our hotel reservation that was made at a Holiday Inn. Hotels.com supervisor told me there was nothing they can do to refund my money. I called 5 days in advance to cancel my reservation. The Hotels.com supervisor said it was Holiday Inn's policy to not refund. I called the Holiday Inn and they said it was Hotels.com policy not theirs. I was livid that they were giving me the runaround and now have my $ for doing nothing. What a poor way to run a business. Poor customer service - not based in the USA. I have booked before with this company but will never use them again. Buyer beware!!

Don’t trust what you see on this site (Hotels.com). None of these pictures are real hotel pictures. They lies. When you get to hotel they always make you pay extra money. When you call this Hotels.com agency they put you until you get discourage to pay the extra money. Don’t trust. Don’t trust them lies.

There's a loophole in the design of the apps which displays a fail in reservation after idling for some time, yet charging you for the reservation. Nothing could be retrieved from my account. Extremely unhelpful customer service, which accused me in all ways, including not being careful for my passwords when I used my husband's name for the booking, me booking without logging in when I did. All they kept repeating was they could do nothing if the hotel refuse a refund, and it's never their problem.

I had 9 out of 10 rewards points collected over a three year period. After being deployed multiple times and not being able to go to a hotel to collect my last point (one overnight stay) within a year, they deleted all my collected points and would not reinstate my account points or credit my account. All they kept saying was per their terms and conditions my points expired one month ago and there was nothing they could do. I reached out via online chat and then a call to their customer service. Both times I was told they could not do anything. One representative went to their management to see if they could help but could not. The employees were very courteous but their employer Hotels.com is not so accommodating. I did advise them that I would no longer be using their service. Or Expedia, they are a subsidiary of them. Good luck to all.

They misquote and lie. Will put you on hold and not return to the call.. When you call back the rate has gone up!! They make it very difficult to get your free night!!!! This website is a ripoff! They outsource their customer service and all other departments to the Philippines and they are not trained properly on how to deal with escalated issues. All they keep saying is, "I am sorry," and then transfer you to supposedly another department. They one time also cancel my reservation and then just said they were sorry and then I had to double pay because the money was on hold to their processing system. Do not use them.

Made several reservations for trip to Europe and needed 2 rooms (2 per room). While reviewing the reservations 2 weeks before leaving I noticed the reservation in Venice was for one room. After many calls to Italy AND Hotels.com I was promised that it would be changed. NOT. Had to pay again in Venice and dispute charges. NEVER GOT A REFUND. Dispute ongoing. BEWARE.

We (5 of us in all booked 4 rooms) paid in advance for our rooms at a hotel in London, England. Our credit cards were charged and when we arrived at the hotel two months later we figured it would be an easy check in. We were wrong. The hotel never received our payment. I had to call Hotels.com (long distance I might add) and finally after about an hour, Hotels.com admitted they had our payments. Fortunately I had brought all of the paperwork with me with listed the confirmation numbers and verification of payment.

I booked this trip to have a relaxing time at North Myrtle Beach, SC. They did not disclose they had book about 200 to 300 Fraternity and Sorority youths at this hotel during my stay. I was woke up during each night of my stay with loud music, wresting in the hall etc. I complain to the front desk and they sent off duty police to my floor. This would work for a while and then was continually woke up all during the night and would call each time or I would go to front desk to see what could be done.

I booked 3 night at a hotel in Portugal. They booked me one day later than when I was arriving. I got the email confirmation and immediately emailed them and told them they had the wrong dates. They said there was noting they could do to correct their error. I was charged for the three nights and they refused to change the dates or offer any solution. They suggested I find someone who wanted the nights they booked for me. Their customer service do not even read your emails....all they say is no. DO NOT USE THESE CLOWNS.

I accessed Hotels.com to look for hotels, thought I found a good deal. Reserved the hotel, then a week before leaving found out The hotel was misquoted and I was charged 50% higher than quoted. I brought it up to customer service and they were little help. Had many correspondences with them, and none of the representatives seemed to have actually read my previous e-mails cause they all responded in the same manner. Basically repeating the previous rep. They refuse to help me. Don’t bother with them, a competitor would be best.

Hotels.com is a disgrace. Their support team was useless and (morally and legally) negligent in how they handled my issue. I used their site twice only because they have a 'Rewards' program that claims to give you 1 in 10 free nights when you make reservations. This functionality did not work on their site, and I noticed the problem after making a second reservation, but they failed to rectify the issue, refusing to acknowledge responsibility for their system's own bugs (likely due to a database record mismatch error, for any other IT peeps out there..).

Had a reservation in Florida Cocoa Beach Motel 6. Drove all the way down from north GA only to find out hotel was closed. No phone call, email, nothing. Call Hotels.com customer service. All I got was, "Would you like to make another reservation". I'd ask why didn't I receive a call or something to let us know hotel was closed. All I'd get again was, "Would you like to make another reservation." After a 8 hour drive I'd at least like an apology. Nothing. This company sucks.

Long time member but have noticed website setup to incur extra charges, remove discounts and give higher rates. If you move around the site, you original rate will increase, CR problems will raise rate, comparing prices will raise rate, offered free cancellation will disappear when booking. Ask customer service, reply is "rates change", THEY change rates, very deceptive in deceiving way. Will be cancelling my membership due to too many other sites which can be trusted. I was on the phone with my bank, no problems with them, they did think something was fishy though, to force you to re-enter your pmt info which also causes rate increases. I say, find the direct hotel website or go through trusted sites and not third party sites if possible.

The hotel I stayed at (The Burgundy Hotel, Tapestry Collection by Hilton in Little Rock, AR) let some of their premiere customers extend their stay and so they did not have an open room for me for my first night. So, they booked me a room at another place and said I would be refunded. Since I went through Hotels.com, the hotel said I would get refunded through Hotels.com. Well, I waited and no refund came, so I contacted Hotels.com to see where the refund was at.

I must have used the website for 30 different stays over the past two years, so I thought they'd be more helpful. I was staying in a hotel for a week or so when I found out I needed to extend my stay. I was in a rush and accidentally booked an overlapping night with the reservation I was already on, so in a sense I booked two rooms for one of the nights. I called their support, and they said they could cancel the extra night for a $12.61 fee. I paid the fee for them to cancel the extra night. They negotiated with the hotel to cancel that night, but after sending me a receipt showing a $100 reduced bill, they gave me a $0 refund.

I booked 2 different hotels for a total of 7 nights in Central Europe last month. I was not credited for those nights because according to customer service “I was not enrolled in the hotel rewards program”. I assumed if you have an email account with a password, you would get credit for any stays you book with hotels.com. After many hours of conversation with many different agents, this matter was not resolved. I give up & will never use this booking service again!

Refused to honor price match guarantee even worth screenshots of the proof. Told me they lost my online submission (the form that they require to to fill out). I told them the next day when I heard no response. They wanted a screenshot of their own form.

I very successfully booked a hotel right on Lake George, NY at the end of this August (Surfside on the Lake) using Hotels.com online. Very late on Friday night (the night we checked in) the toilet began to back up and could no longer flush. I called the front desk and they said there was no one to send to my room to help with the situation. When I asked if someone could at least bring me a plumber I was told no; but that I could come and pick one up from the front desk. Which I did; and then used to clear the clog. Even though that was absolutely ridiculous treatment from a hotel that costs $250+ per night I would not let that ruin my family trip.

I booked a hotel on Hotel.com and when I got there the price was not as advertised. It was 200.00 more hidden charges. I will never use their site again to book a hotel or any place on my vacation again.

Do not use this service unless you are prepared to read the full 20 or so pages of terms of agreement. And even then, the terms contradict each other and are designed to ensure you cannot change or cancel a booking without having to pay the full amount.. even if you ask to cancel. They will tell you they have a no refund policy!! Even when they claim the opposite. They will also quote you in Canadian and bill you on American!! Ripoff artist who hid behind double speak and fine print..

I booked 3 nights in August, and completed my stay early this month. However, I never received the reward credit for these 3 nights, and I called their customer service in mid September, they told us it was escalated to quick response, which never happened. Then I called again today 09/25, they told me my stay was not eligible for reward credit as I applied their discount coupon. The thing is I was never reminded at the time of booking and even the email confirmation sent to me by Hotels.com that this reservation is not qualified to star collection. The only answer from the supervisor is "there's nothing I can do". I could have easily made my reservation on others websites with even better deals. Just because I already collected 7 stars on my rewards, and 3 more to go for a free night, that I chose Hotels.com. This is very frustrating and poor customer service. Hotels.com is not trustworthy and no customer service whatsoever.

A booking was made for which I received no confirmation, nor did it show up in my account. I knew of it only when I was charged on my Visa after a "no show" and upon investigation was told that the Hotels.com confirmation was sent to a .om rather than a .com email address and that is why I never received it! Their system is so automated it cannot notice or correct a simple typo, nor notice that I had no such reservation listed in my upcoming or past reservations in my account on their site. Nevertheless they did nothing and I have been forced to pay for a reservation they made without my knowledge! They were very difficult to contact and I spent days figuring this out to no avail.

Hotels.com is not an honest company. I used it often and redeemed nights within the 12 months. My main complaint was if you booked a hotel with free cancellation and paid more, when I had to change the reservation, the website did not tell me that the new booking was not under the same circumstances -- flexible cancellation or change of reservation. Despite being a frequent user, customer service would not refund two hotel bills when I had paid for free cancellation, and simply amended the days and then needed to do so again. I lost the money and was unable to use the rooms.

First, they only show rates for nonrefundable bookings upfront. Secondly, even after you enter your search criteria, specific dates, rooms, etc. they will change the booking details when you go to book the room. I looked up a Friday night room, found one and then after reviewing the confirmation, find that it changed to Thursday night? I guess it's on me for not reconfirming that THEY didn't change the dates between me searching for the room, finding the room, booking the room and then paying for the room. Super sketchy to me though. I guess this is how they like to make money though.

Do not fall for the free nights reward thingy or at least get a receipt. When it's time to get a free room they are not instant and they come up with every excuse to not honor it. Also if you're using the app with the intentions of getting a free stay after 10 stays at least make sure that the hotel is honoring your reservation that you created and not creating you another one without your reservation information especially the lower end hotels. I feel like I've gotten screwed over. I have 2 free stays and both are locked still. Marketing scheme 101.

Hotels.com website displays inaccurate information, and is misleading when the customer sees: "*Your stay Cancelled", Total amount $0.00*", Instead of: "*Your stay Cancelled, Total amount NON-REFUNDABLE $100+*". Hotels.com wouldn't be losing this customer and their all their contacts, shamed on social media, had Hotels.com website reflected honest and accurate information. Had I known I'd still be charged (even though I cancelled less than 1/2 hour after making the reservation online, on the fly from my cell phone), I would have stayed even though I did not need to. Hotels.com blamed the hotel, the hotel blamed Hotels.com - the old run-a-round trick. This is just deceptive "policy" vs. human interaction and caring, good customer service - so they'll lose a customer of years over a $100+ charge and anyone else I can convince to never do business with them now or in the future!

We have been using Hotels.com for years, without an issue. In June we had a five night stay for Rome booked. We stayed and paid for five nights, but only two nights were credited to our rewards... saying I changed the booking. I did not. Once I got home I tried three times to fix the issue with them. The fourth, a month ago, I finally got a reply. They said they are busy and may take some time to resolve this issue. Now another month has passed so I sent another email. Now they need a copy of the hotel receipt. I sent them that. Then they asked for the credit card receipt. I sent that.

In March I booked a reservation for November, in August Hotels.com sending me a letter saying that the employees had embezzled the money of many customers, and I was one of them. They advised me to contact my credit card to file for a dispute, and to rebook my reservation, the hotel refused to give it to me for the same price, and I have not heard from my credit card. It is my opinion that if your employees embezzled the money, Hotels.com should book me another room or give me my money back. Not my credit card, I worked for a large company and I have told everyone what Hotels.com has done, and I will never used them again.

We received the following email at 11:45 the morning of our reservation: "Regret to inform you that, your reservation came to us after we were sold out. Please contact your booking company to find another hotel. We can not accommodate you cause we are sold out." We had planned for a baseball tournament, packed our bags for our family, checked children out of school early and we were ready to head to our hotel! I understand if the hotel is booked but to inform us hours before is very unprofessional and inconvenient! What a frustrating experience. We will not be using Hotels.com in the future!

It’s all scam. I booked a hotel with the live Agent. On the website it shows Canadian dollar but they charged me US DOLLAR and when I called they said, they can’t do anything, they also charged me $250 more than what the grand total for my hotel booking was. They are not worth the business and I would never recommend or do business with this scammers. Be sure what you are getting into before giving them your business.

I made a reservation on the morning of Aug. 31 for a hotel in Kyoto Japan to stay from Nov. 3 through Nov. 5. At the time I was making the reservation I was assured that the reservation can be cancelled any time before Nov. 2 and my confirmation email verified it; see bellow the confirmation email: "Cancellation policy Free cancellation until 11/02/19. If you change or cancel your booking after 23:59, 11/02/19 (GMT+09:00) you will be charged for 2 nights (including tax). We will not be able to refund any payment for no-shows or early check-out."

Please make sure you do not want to make any changes or cancellations to your bookings if you book with Hotels.com. They advertise free cancellations and changes, their fine print says the same thing and the email confirmations with the bookings but they will not send you a refund. I booked a hotel for my honeymoon and called to make a change to the number of nights and book a second hotel in another location and I was told that they have resolved this issue, I will get an email and refund and that I can go ahead and book the 2nd hotel which I did while on the same phone call. It has been 2 weeks. I have called back 3 more times and still have not received a refund. The last call with the manager she said they can't give the refund. I think that lying to clients to make more money is a bad business practice and is probably not legal. Do not use this company!

We recently booked 2 rooms through Hotels.com. One room for us, one room for our friends who were travelling with us. Due to sickness, we were unable to go. Our friends however did go only to find the hotel room that was booked smelled like mildew and had no working A/C even though the area has had record temperatures this week. Our friends complained at the hotel and got offered some "air spray to help with the smell." Wow thanks!!! DO NOT USE HOTELS.COM unless you want to be done wrong!!!! SHADY CROOKS!!!!

I booked with them on Aug 28 2019 and my price was 55 dollars per night including breakfast. I had to cancel due to the hurricane Dorian, all flights from SC to Cancun were cancelled. Not only they rebooked me at a higher price 66 dollars per night, but took away the free breakfast also. They still have it in black and white on their website FREE BREAKFAST at a lower rate than what they charge me. Bad Bad customer service.

On August 5, 2019, I booked a room at the Quality Inn (Savannah, GA) through Hotels.com reservation # for a Friday night stay on August 9th. I actually needed the room for Aug. 2nd. On August 2, 2019, I arrived at the Quality Inn in Savannah, Ga and was told that my reservation was for the Aug. 9th and that I needed to call Hotels.com to make any changes to my reservation. I called Hotels.com. Their agent arranged with the Quality Inn to move the reservation from August 9 to August 2 and told me that I would have to pay an upcharge to the hotel (23.00).

I booked a hotel for business in Reno/Sparks NV. My original confirmation had a huge banner at the top saying my booking was confirmed and all paid for. When I arrived at the hotel, they informed me that there would be an additional $56 in charges for "resort fee" and other charges. On closer inspection, way at the bottom of 3 pages there was an unassuming note saying there would be charges at the property, BUT WHO IN THE WORLD WOULD LOOK FOR ADDITIONAL CHARGES LISTED AT THE BOTTOM OF THE RESERVATION when the banner at the top said the reservation was completely paid for?!?!

I booked 3 rooms for a business trip. I was very careful through the booking process to watch for "non-refundable" notices. Every page said in bold green letters "Free Cancellation". Well, AFTER you pay, the booking receipt says "We will not be able to refund any payment for no-shows or early check-out." WHAT?!?! So, of course our guys finished a job early and I tried to get the refund for the nights not used. I explained the entire booking process and lack of notice. They say it does say that --- well what they mean is if you click on some other links and go searching, that "Free Cancellation" is just a lie and you can find the truth. Just don't use them. You won't be treated fairly if you have a problem.

Booked a room for 2 nights in Lake Geneva at checkout received my print out of my bill and was $ 58.05 cheaper than Hotels.com. I called them to ask for an adjustment and was told they cannot do that (my son stayed at the same hotel and booked with Hotels.com and had the same thing happen and received a refund for the difference). As I was holding online to talk to someone the automated voice also mentioned a lowest price guaranteed. NEVER BOOKING WITH THEM AGAIN.

I travel quite a bit for work, as does my wife. I book hotels for both of us through Hotels.com. I have used the website for about five years. Customer service used to be helpful and customer-oriented. I now find them to be difficult and well-trained in stonewalling. It just took me half an hour to get a missing past reservation added to my credits, and I had to be persistent about it after being told that "the functionality of the website did not allow them to add the missing night." I explained that the functionality of the website didn't have a problem in making the reservation so perhaps the functionality of the website could be made a bit more functional. Back on hold, and then the rep came back to tell me it had been added. Not thrilled. By the way, be sure to read what is now called "The small print" waaaayyy at the bottom of the hotel listing on hotels.com. You may discover a "resort fee" otherwise known as a hidden ambush fee.

We reserved 2 rooms at Microtel in Tuscaloosa, AL. And Hotel.com charged us $ 35 more than if we just stopped at the hotel and walked in. And when I called then they said, "Too bad. Better luck next time. This time we robbed you of your money." Beware of this service. SCAMMERS!

I called Hotels.com about reserving rooms for 2 night stay at Omaha. I usually look for Hilton Hotels because I am a Hilton Honors. When I spoke to a rep he told me that I can book through Hotels.com and when I get to the Hotel I can give my Honors # so they can enter it and I could receive points. Well that was a lie, they did enter my # but no points can be added. So that was a lie. 2nd as a Silver Member I get a 2nd person stay for free. Well I was charged and told well when I get to the hotel I'd get a refund for the 2nd persons as they would send them a email with the "promises"... Well that was a lie.

I booked one night for Labor Day weekend on hotels.com. I paid full amount online and received email confirmation of successful reservation. We arrived at the hotel around 11 pm. The lady at front desk said she cannot find my reservation in the system. I double checked my booking on hotels.com: everything was correct. Ironically, the lady found that hotel.com actually booked a room for the next day. The whole town was fully booked. We had to drive one hour to another town to find a hotel. If you want the same "wonderful" experience, be my guest. I called the hotels.com and they were only willing to make a refund. For such a terrible mistake, a clever company will make reasonable compensate to comfort the angry customer. I will discourage my friends to use this website. Done.

Booked a room (through Hotels.com) for 3 persons in Iceland and the description was, 2 twin beds with extra roll-away bed. Contacted the property through Hotels.com asking them to make sure to have the extra bed in the room at the time of arrival because it would be a late check in and the hotel told me that the roll-away beds are subject to availability and maybe we had to sleep in 3 on the 2 beds present in the room. Contacted the customer support at Hotels.com and told them I was charged for 3 people and offered just 2 beds...

Because the date I was looking for is fully booked for most of the hotels, their system redirected me to a wrong date without notifying me, then I booked a non-refundable room!!! I called them immediately when completed the booking, they refused to accept that this is their issue and being very rude to me. Finally, they said they agree to investigate this issue further, but they need 3 days to do the investigation. 3 days later, I called them only to find that they completely forgot my issue and their promise to do the investigation! Then they hanged up my phone despite being very diabolical! The takeaway from my experience for everyone is please try your best to avoid Hotels.com at all costs!

I booked a room due to Savannah Hurricane evacuation, called back within the hour and cancelled. (Within their 100% No Charge cancellation policy.) Received their email stating it was canceled, dated and timed within policy guidelines. Received an email 2 days later saying they would be charging my credit card. I explained my emails stating different, was told it didn’t matter. As they couldn’t get motel to agree to no charge. In my opinion this is FRAUD! So consumers beware. If you need to cancel your reservations, there may be penalties. I have however reported this fraud to my bank and dispute charge.

I saw a room with "bed choice" on Hotels.com like this: 1 king bed, 1 queen bed. I thought it was 1 king AND 1 queen so I booked for 2 nights. However, when we were checking in at the hotel, we were told it was 2 queens or 1 king. We were screwed! We only stayed one night and gave up the second night without being refunded. I don't blame the hotel as they did not do anything wrong. I contacted Hotels.com but they just said the hotel did not want to refund. Come on, it is Hotels.com's problem, right? I have been using Hotels.com for years, but I will not use it any more. Be careful that the information on Hotels.com may not be accurate. Better book with hotel directly or use a different online booking!

I will no longer use Hotel.com even after 5 years of lots of successful bookings. 2 days ago we booked a 5 night stay in Paris (we are leaving in 2-weeks), but, when booking we got the app message that the Hotel was no longer available. The same day we booked another Hotel for the same period also through Hotels.com.

Found my preferred hotel, went through booking, clicked confirm.... then I got a red warning that I needed to fill out the card CVV, which I did and clicked confirm again. That prompted the same red notice about CVV, so filled again and clicked confirm... gave the same red notice. So I waited, and sure enough I get two confirmation from my credit card that both transactions were approved. When I tried to cancel one of them, I couldn't because I did not have a confirmation number. Now, two and a half days later, I still have no confirmation numbers, no upcoming bookings, just 2k missing from my credit card. I've used Hotels.com in the past without issue, but they must now be operated by a different company. I will not chance booking with them again, and suggest looking elsewhere for hotel bookings.

I was booking a reservation for The Rita Suites and was at the checkout page when I noticed they were double charging the resort fees. It's bad enough to have to pay them once but being double charged is unethical. I called customer service 3 times total so far. Why 3 times? Well the first 2 times I was treated rudely and told they wouldn't do anything and hung up on me. The third got me to someone who willing to help however I am on hold still as I am writing this review, which I might add I've been on the phone for 54 minutes and all but maybe 10 minutes of it has been me on hold. I also have pictures to prove this.

I’ve used Hotels.com several times without any problems. But they advertised a hotel cost in Canadian dollars but I was charged that amount in American. Due to the exchange rate, my hotel cost more in Canadian. Definitely not worth the cost. The Hotels.com representative argued with me and kept saying it was the local currency. Please don’t quote me a price that is false and then act like an idiot when I question the issue. I will never use the site again. They argued with me for 30 minutes and then I hung up. Please make sure the currency quoted is just that.

I booked a hotel using hotels.com and paid right away for a booking, I have receive an email confirmation that I paid in full including all fees. But when I checked in, hotel charged additional $25. When I came back home I called a customer service Hotel.com and they said that it is my responsibility to find out if hotel have an additional fee. Never had this problem with any other company, like Expedia. Stay away from Hotels.com, I could of book thru the hotel directly and get a price without additional fees.

In Feb 2019 I booked and prepaid our room in Galveston for our vacation in Aug 2019. Three days prior to leaving I received an email confirmation that everything was all set. After a 10 hour drive when we arrived at our hotel, we were told the our confirmation number was invalid and that the hotel was booked. I spent well over an hour with Hotels.com. They were able to get us another room, but the hotel and room that we ended up staying at was downgraded. I did receive a 50$ coupon voucher to use toward a future prepaid hotel. I do not trust them at all now. I would never book through them again, not even to use the voucher. Very unprofessional.

We have traveled and booked in less than a year with Hotels.com over 30 nights. We made a reservation less than 72 hours ago and just found out there will be tropical storm going in the direction we had planned to stay for my Birthday EdenRoc hotel. They literally told us “too bad we cannot do anything for you. We understand you are silver members (or whatever they call it) but we aren’t and cannot refund you because the hotel won’t allow us to.” Then the hotel says, "yes you have a suite booked with us but hotels.com has to take care of it for you." No customer service nor want to help for loyal guest. They are terrible. DO NOT BOOK with them!

Their website is lame, it took forever to get through their system to book a hotel and when I finally got it booked, because it kept defaulting back to the current date, it booked for the wrong days. And Hotels.com wouldn't refund the money for the booking. Do yourself a favor and use anyone else but Hotels.com.

We booked a room thru Hotels.com. We booked for rooms for AmericInn in Denver. The rooms were 200 dollars a piece. Somehow we were charged twice but AmericInn only charged 152 per night. Needless to say I will not be using Hotels.com. I will call hotel directly. Also neither hotel or Hotels.com want to to remove 4 rooms.

I have used the Hotels.com web site to book 14 nights of accommodations over two years. Their records DO indicate that I have done so using their system. They tell me, however, that I am not a member of the rewards program and so my bookings do not qualify for rewards. Clicking the "join rewards" link on both the web site and the app send me into a circular loop. They say they will not honour my bookings retroactively. Has anyone else had this problem? I'm guessing this rewards program is a scam, and they are short-changing both the hotels and the guests with this bogus claim.

I will never use them again. They are very difficult to deal with cancelling reservations and will charge you the full amount for your stay even if you have a live changing event. Very dishonest. They lie and tell you it is the property that will not cancel and refund your money when it is Hotels.com! I personally spoke with the property and they were willing to cancel and refund my money but Hotels.com would not. They charged my credit card for the full amount of my stay on August 5, 2019 and my stay is not until August 22, 2019.

Looked for a reasonable hotel on the beach in Ocean City, MD. Booked it & l always look for a hotel with a pool. l swore the pictures online showed an indoor pool. Watch for deceitful advertising. When arriving realized no pool. And parking was limited. Rooms were nice size with efficiency appliances but not right on the beach kind of off to the side 20 yards. Our room had a side ocean view & the rooms were fairly clean but not thoroughly deep cleaned as you could tell from the baseboards. And in the lobby no public restroom. Not to mention when l booked it l received a postcard that would credit $100 after checkout booking through them. When l clicked on the link to book it wouldn't go through. After my trip l called to get the credit & they wouldn't honor it saying because l didn't book it through the link.

Our company been with Hotels.com never had an issues. We were at a GOLD STATUS, for security reasons we had to open a new account. We called the rewards program and ask if the accounts could be merged and were the rewards and status be kept. They said YES, well they moved the rewards, but not the gold status. They said that it was not their policy to move a status, only the rewards, both Rep and manager did not wanted to assist, but that’s ok. We will no longer do business. Good luck with those who do.

I booked a 2 night stay last summer for Florida trip in November. I knew I couldn’t make the trip in September so I cancelled my booking. In November they still charged me. I had to talk to multiple people, the hotel and went around in circles for HOURS. Finally a manager called me back and said they couldn’t reimburse me but Hotels.com would give me a 2 night credit to use at another time. Great. I just went on to use my 2 nights and it’s not showing. I chatted with a rep who didn’t even type grammatically correct and she said she saw no notes and basically referred me to someone else. I will never use this site again. I’m out over $250 and nobody they can read. I have never been treated so poorly in my life.

Due to the protest situation in HK, my flight to Hong Kong was cancelled, so I quickly moved to email hotels.com and MOVE the date of my reservation (reasonable right?). I've had 4 customer service chats which lasted for 30 minutes minimum each day, and I've explained over and over again that the hotel was WILLING TO CHANGE the reservation date, NOT REFUND. In the end, they told me that a 'special team' was going to handle my case, and after a day I got THE SAME REPLY, the hotel cannot refund my booking. I'll be booking with Agoda from now on. For those who expect a decent level of consideration in their bookings, don't book with this site.

Awful customer service. I had been doing business with Hotel.com for years and what a surprise I was supposed to have 7 nights on my rewards night and I couldn't find them, when I was about to book 2 future different trips I realized those nights wasn't on my account. I called them and they didn't help me at all they have the "excuse" saying that I apply $5 coupon. Are you serious? They keep sending promo codes on the app just for simple trick you because they have a "strict policy' that coupons can't be apply to earn the rewards night. I used to do all my bookings through them but they screw me up for just $5. Is that customer service for a loyalty customer? Also I requested to be connected with the "manager" and the line guy connect me with the "supposed manager" which of course it wasn't. They were playing with me. I hate when companies try to take advantage of loyalty customers.

Made a reservation through Hotels.com 2 weeks in advance of our one night stay. "Lowest Rate" quoted and billed to me was $170.22 including all taxes, etc. The actual room cost quoted to me at the hotel was $144.69. Contacted Hotels.com to inquire about the overcharge of $25.53 and request a refund. Was told the hotel was at fault and was not supposed to tell me the actual room cost. No refund would be given, offered a voucher which would do no good since we seldom use hotels. Representative and "Manager of Customer Service", Ren, were rude and defensive and refused to offer any logical explanation saying "this is our policy" and "I am not going to argue over this." Told to contact corporate by e-mail, would not offer any phone contact person. I will not be using Hotels.com again.

On July 15th, I was looking for a hotel room for an overnight stay. My husband and I were traveling at the end of the month from Missouri to Wisconsin, to attend a 40th Anniversary surprise party for some dear friends whom we had not seen in several years. I went to Hotels.com because I was having trouble finding any hotel availability for the dates I selected. I reserved a room for an overnight stay. There was a box at the end of the page to add any comments. I mention that I am a big girl and need to be sure that the bathroom is accessible for me. When completed, my credit card was charged $182.70 by Hotels.com.

The call centre is located in the Philippines and communication skills were very poor. I had to repeat myself a zillion time. In the end, he hung up on me without any apology or anything. Call centres should be brought back to the US or Canada.

What a joke. I am canceling my membership. I was treated rudely by 3 different employees. When I asked to speak to a manager I was told there were none available! No attempt to resolve issue. Their software was down when I tried to make a reservation and they would not make the reservation for me. I could not use my free night. I called back today and they still would not give me credit even though they wouldn’t make the reservation for me. They told me to go get something to eat while I wait for their system to reboot. It was 9pm and we were exhausted.

I am writing because I placed two reservations with them. The first was for the last week in August, which I cancelled b/c our entire trip had to be moved up. The second was the third week in August. I cancelled b/c as you book it - the price says $304, but at the end it was $454, that is a big jump for me, I understand taxes and fees, etc. But that was too much, so I cancelled both. I got the emails. I moved on.

Keep in mind I am a 'Gold' customer with Hotels.com so this is particularly upsetting. I booked a non-refundable reservation on Hotels.com for the Warwick hotel in San Francisco for a 2-day stay in August 2019 for a pre-paid cost of approximately $650. My trip was cancelled and I called Hotels.com the day before my check in date to see if they would please (1) refund my reservation cost (2) refund me, less a cancellation penalty or (3) change my reservation dates and allow me to use my two nights at a future date. Hotels.com told me that they could do none of the above options because I agreed to the non-refundable clause. While this is true, I did, I don't understand why Hotels.com should be able to keep $650 and provide no service, no refund, and essentially no options for a customer.

I am extremely disappointed in hotels.com and just canceled the next trip I have in September that I booked with them, instead booking it directly through the hotel and Marriott. I seriously believe that hotels hate hotels.com. This is not the first time that hotels have acted ‘snippy’ with me for using hotels.com, but this time it was the worst I have ever encountered.

I had a terrible impression from staying at this motel and very bad sediment: 1. To make a check-in, we had to wait a long time for the worker to the front desk. 2. When we entered the room we were stricken by torn and dirty linens, mold in the shower room, and instead of towels for four people, provided only two. On the steps of the stairs, it seems that the sand has not been swept away from the winter period, the tiles are crumbled, dirt and cobwebs on the railing. (I can provide some pictures of dirty bedding.)

After speaking with a supervisor, I was not given an extension regarding a coupon code I forgot and only wanted to utilize it for my next trip within 2 days and was given the cold shoulder. Consumer reviews are vital to the company's willingness to provide excellent service whenever needed. I've never had a bad experience until now which would have lead to obtaining more stars toward hotel.com services rendered. How do I continue using hotels.com and/or referring service to others if partial accommodations can't be met?

Very POOR! The HOWARD JOHNSON BY WYNDHAM has a HEALTH & SAFETY concerns. I booked my reservations through HOTELS.COM based on the reviews listed. However, 5 min after checking in and entered the room when the restroom was used the toilet overflowed. The maintenance employee came to the room to fix the plumbing, he made me aware that there is a BUG INFESTED ISSUE, as he was in the room next door cleaning the the BED BUGS. I had no other choice but to check out early and rebook reservations at another nearby hotel due to my HEALTH & SAFETY concern with the conditions of the rooms and the property. Upon, my early checkout the front desk agent requested that I return the room key, and that she isn't authorized to issue any refunds and that I need to come in the next morning to speak with SEEWA ** between 9am-4pm and talk with the manager regarding my refund.

I booked a one night stay at a hotel in Florida (Sunset Inn) through Hotels.com and received a confirmation verifying a one night stay. Checked into the hotel on July 20th with no problem and they verified my booking. Stayed one night and left the hotel at 6AM on July 21st so clearly one night. When I returned home my credit card had been charged for the day of arrival AND the day of departure. Called hotels.com and first advisor took all of the information and tried to call the hotel but he said there was no answer but would get back to me.

My employer will not reimburse hotel expenses unless tax and service charges are itemized separately. Hotels.com absolutely, categorically refuses to do that. I will not be able to use them again, after 20 minutes on hold, even speaking to a supervisor. Such a small thing they could have done, but they've lost me as a customer for good. Service after my stay: F.

I booked a hostel on Hotels.com, and it didn't show anywhere (even in the fine print) that it would charge me an extra $16 / person. It also did not show me in the payment summary of the extra charge. I contacted customer service twice, and they told me to dispute the charge with my bank. Their website glitches and overcharges, and you're stuck with the charge if you get a non-refundable hotel room. I would stay away and use a better site.

After prepaying for a specific room type, the hotel failed to honor my reservation. When my wife and I arrived at our room Saturday evening, we quickly saw we were not in the room we reserved. Most notably, the room had two twin/queen beds instead of the king bed we had paid for. When we called the front desk they acknowledged that they put us in a different room (although they never said a word about it at check-in), and that there was nothing they could do as the hotel was sold out. So this means Hotels.com sold a room they did not have and could not guarantee, but still took the money up front for that very product, which is misleading at a minimum, and fraudulent in theory. Do not book through their portal if you expect to get the room they offer up.

Because I am in the early stages of dementia I booked a hotel for August rather than September. I called Hotels.com & they said because I used my Tesco Clubcard vouchers I couldn’t change. I called the hotel & they said they have a vacancy but Hotels.com say they won’t. I’m a pensioner & cannot afford to lose money like this!

Hotels.com is clearly NOT a RELIABLE/TRUSTWORTHY booking company. My 2 recent experiences made me feel really uncomfortable with them, and their customer service is one of the worse. You should be really careful while booking your trip based on the secret prices proposed and double check their booking/invoice confirmation. 2 weeks ago I didn't double checked and realized at the hotel reception I would be paying 80% more than expected. When I pointed this out to the customer service, they send me an EMAIL ON MY SILVER ACCOUNT telling me I should be registered on their website to enjoy those offers.. Seriously??

I am Canadian and booked through the Canadian Hotels.com website. The price was listed in CAD and the total after fees and taxes was $601 CAD which is what I agreed to pay. Get to the hotel in Seattle and was charge $601 USD. That works out to about $770 Canadian. It’s not ethical for them to give you the total price in Canadian currency, and then charge you in a different one. I called them and they said we are an American company and so we bill in American. They’re is no way I can see that this is reasonable or even legal (not sure about the law). In the very least is close to fraudulent and I am furious.

I used to like Hotels.com. I recently purchased a refundable room with breakfast. My room type was king bed. Since it is refundable, I wanted to change the room type to double bed. When I was doing it, I got a discounted price for the double bed room. Which I didn't notice during the change is the room type is nonrefundable and no breakfast. Clearly, it was not written there during change of the booking in Hotels.com. I chose this option and I booked the ticket. Then I again went to my reservation in Hotels.com. Then I saw that the room is now nonrefundable and with no breakfast. I called customer support within 5 minutes after making this new change in booking. First time, the customer service representative said it is nonrefundable. I told her I just did this change and customers should get at least 1 hour time to change this in case there is a mistake.

I waited on line forever to get my rewards nights. The price I paid for my room was twice what other guests paid. I was in an emergency situation and couldn’t check other prices for same room, which I should not have to. I am finished with Hotels.com. Live and learn.

I registered with Hotels.com. I stayed my 10 nights but they're arguing with me about my free night even though I have all the dates, all the hotels, all the reservation numbers. They are saying something about my email address which I knew would happen because they have had problems with a few of my reservations although I proved to them by giving them my confirmation number, the hotel,and the date of my stay, which l shouldn't have to do in the first place. I just want people to be careful when you book with Hotels.com.

I had to make a number of hotel reservations for my boss, who has been a regular customer of Hotels.com for years. Since I was doing bookkeeping for the company, she suggested I make these reservations under my email address, and forward the information to her later. I did not have her login information to book anything under her account (and she was on vacation when I had to book her upcoming hotel rooms) but Hotels.com says you can make bookings and apply them to your account later. I have now spent more than 4 hours over 3 days trying to apply the hotels I booked for my boss to her account.

I booked a lodge in La Mesa for 1 night last week. On Hotels.com's website, it says the review is 7.2/10 based on 1500 reviews. However, when I got there at 4:30 in the afternoon. The environment was so bad that me and my wife worried so much of our own safety to even walk in. A half naked man and a prositude like woman were sitting in front of the lodge entrance taking a sunbath. While I sat in the car didn't know if we should get in, a drunken man walking in with a bottle of liquor. The cars in the parking lot were old and shabby and we didn't feel safe to even park our car there overnight.

A while ago, on Hotels.com, I wanted to book a room, but after some extra Googling, I found the same hotel room at a cheaper rate on a different website. Since I always used hotels.com to book my rooms, I thought that by doing so, I would also gain some reward nights. So, I called hotels.com to tell them about my price match. The agent over the phone said that he could not find the other website's rate, which I highly doubt since I could see that rate both on my phone and my computer, and as soon as he realized that I was not interested in booking that room on hotels.com, he simply hung up the phone on me, and I went on booking my room using the other website. That is some level of unprofessionalism I had never seen by any over-the-phone customer service agent! So much for hotels.com!

The worst website for booking hotels! They do not care about their customers. I had a reservation but they kept emailing me that I need to cancel it! They even lie about their free night. Do not trust them.

Warning: Don't enter your credit card info on the HOTELS.COM site. They will charge you whether you make the purchase or not. They just did it to me for $122.44. When I called them they refused to refund me. Very bad customer services. I've posted to over 300 of my friends also and am contacting the BBB next. On their site it doesn't matter if you hit the "buy" button to commit to the purchase or not. They will still charge you! They would not refund my money either and I never committed to the purchase. What a rip!!!

Had a horrible experience with Hotels.com and the hotel that I booked yesterday. I booked the room and the hotel wouldn't let me in. I could never check in. This continued for hours until finally I had to rent another hotel room at another hotel. I didn't get a refund and I never even got a chance to check in. I spoke to hotel personnel and I spoke to Hotels.com supervisor James and he was not helpful and was downright rude. I have booked with Hotels.com on numerous occasions but this was the worst experience I've ever had with the company.

I went to Hotels.com to book a hotel room. I entered all of the requested information and then was informed that there was a problem saving the information and I needed to try again. I entered my information and then was informed that I have already booked this Hotel and was given a confirmation number so I checked under booking to confirm that it was actually booked and the message said that I had no bookings. I then contacted customer service and was told that they could not find any the confirmation number I received and there must be a computer error. The rep told me to book the room again. I attempted to book the room again and was again told I already booked it. I contacted customer service a second time only to be told the same thing again.

During my booking, I briefly lost connection with the server's web service. I subsequently got booked for the wrong dates, as it seemed to have defaulted back to the date time of the previous week without my noticing. When I discovered the error, I got a verbal confirmation from the hotel manager that he would be willing to move the scheduled dates, providing that "Hotels.com" could cancel and rescheduled the first dates.

First of all, it's so hard to talk to someone. They kicked you around to different departments for the a simple transaction. The customer rep was so impatient when I told him I wanted to talk to the manager to solve the issue instead of being transferred around. Not recommend it to anyone.

I was hung up on 3 times by customer service. What kind of company hangs up on a customer?!? I even spoke to a manager and she did not resolve the issue and she hung up on me. I got a referral email to book on Hotels.com and when I clicked on the link to get the coupon code it said I was not eligible because the system thought I was my friend who referred me. I was a new user and have not booked on Hotels.com and it said that I was not a new user. The customer service basically," Too bad we can't do anything." They did not even offer me a promo code to resolve the technical issue. There could be an issue with all of Hotels.com referral links and they didn't even care. Hotels. com seems like it's a scam by the way the customer service handles customers.

We were in the Denver area and used Hotels.com to book a room for the night. After a 20 minute Uber ride we made it to our destination only to find out that Hotels.com booked us at a place that didn't have any vacancies. My husband had to spend over 20minutes on the phone to have them help us find a room for the night. They initially told us that we were lying and there was a room until they reached a front desk clerk. Several other customers came and went after having a similar situation while we were on hold. The customer service representative also didn't speak very good English which also made it difficult to communicate. Another 40 minutes of ** and we finally get another room clear across town to Golden. They aren't willing to compensate us in any way. So much for being a gold member. You are still treated like dirt.

Made a reservation through Hotels.com for a night on 07/20 to 07/21 for Extended Stay America in Pleasanton CA. I called Hotels.com customer service to make reservation on 07/20, confirmed my booking is done, got confirmation email. I thought I was good for night, I was visiting CA with my family. When arrived at hotel it was 1:30 am. I had to wait for 10 minutes at front desk for someone to attend. I said I had reservation and given them confirmation number, they looked at their screen and called their supervisor and confirmed it wasn't there in system. They asked me to reach out to Hotels.com which I did and representative asked me to do walk-in if I want to stay there, she said Hotels.com will refund my money back.

We made a reservation for 3 nights at the Ana Intercontinental Hotel in Tokyo for March 2020 (high season). We selected the option that included free cancellation until a couple of days before the check-in date. A few days later we called Hotels.com to change the date to arrive one day earlier. The person I spoke to proceeded to cancel the reservation and make another one. It wasn't until some time later we realized she had made the new reservation with a penalty of one night to cancel or change. The person on the phone NEVER mentioned that there was a change in the cancellation policy for our booking. We have since decided to do a tour in Japan instead of arranging our own trip and tried to cancel our booking. This is 9 months ahead of our check in date.

Thomas **

He would not transfer me to somebody with more authority as I was insisting and then he hung up! I mistakenly booked two rooms in the same region of Lyon France. One was closer to the wedding than the other and I needed to cancel one. They were for the same exact period of time. Hotels.com website allowed me without any warning to book 2 reservations. This was done months before my travel and I discovered it as a travel date was getting closer. I contacted Hotels.com two weeks ago. They assured me that they would look into it and call me back. I never received a return call.

I stayed at a hotel in Vietnam that was paid for in advance through Hotels.com. When I checked out of the hotel the clerk insisted that they only accept cash and hadn't received any payment from Hotels.com. I went ahead and paid. When I arrived back home I contacted Hotels.com and told them what happened and asked them to investigate. I have heard nothing. I believe the people at the hotel were telling the truth and Hotels.com might have pulled something.

I have booked a hotel last year with Hotels.com & my Confirmation# ** which is at Red Carpet Inn Jeffersonville, 2016 Hospitality Way, Jeffersonville, 47130, IN. When I check-in they gave me room all the way in second floor, It was disgusting, not even have AC. I have never seen an motel room in such a situation that it was as bad as it is in a deteriorating situation the beds are used and, restroom is used and not clean, we were very tired and we didn't have any choice. We asked the guy who gave me the room and asked, "How could you give us a room like that!" He gave us another room and it looked same. We left the motel and and asked for refund, the motel guy said, "It's the Hotels.com that you've paid to", so told us to get that from them.

I booked a reservation this morning for attendance at my father's funeral in Cape Canaveral FL. When I booked, I did not realize it but the hotel is at Port Canaveral which is over an hour away from where I need to be early that morning. They charged me a deposit and now when I went to cancel the booking, same day, few hours of booking, they tell me that I incurred a 50% fee and that the girl tried to get the hotel to waive the fee.

I booked a hotel for August 31st. When I received my confirmation email the booking was for that day, Mid July. I immediately contacted Hotels.com to inform them that the date was incorrect and they assured me they would contact the hotel and resolve the issue. A few days later, after my credit card was charged, they sent me an email saying they couldn’t do anything because it was past the cancellation timeframe. Since the booking was made for the same day, it was past time before I even made it. I am currently disputing the charges with my credit card company. Some advice: book directly through the hotel, don’t use a third party middle man, it’s all a scam and they blame the hotel for their website issues.

I usually book directly through hotels but decided to try Hotels.com when I recently traveled to Cuba. The first time I used La Victoria and had no issues because it was a nice hotel. The second time I visited recently, I tried a different hotel Inglaterra because of location. The air conditioning did not work and the hotel room was very dirty. I called dissatisfied wanting to cancel the remainder of my stay. I was told I would lose my money. The hotel moved me to a bigger room that was a little cleaner and the air worked a little. However, it was still not up to my standards. I was not requesting a refund on the night I stayed but wanted to leave on the other nights. I will not be using this service again.

My daughter order a Hotel in Miami beach. The total amount was 925$ including Taxes and other fees (113$ in the total amount detail). After arriving the Hotel the reception charged her with 174$ more for local tax. We called to the Hotels.com service and they said it is written at the order button. We didn't see it in the total amount breakdown payments. They didn't agree to find a solution even we told them that if we knew the amount will be like this we probably would not take this hotel. They took the money and that is it. Didn't help to speak with a supervisor. Don't recommend at all.

I booked 3 rooms via Hotels.com. Upon arrival at first booking they wanted to put my party in a room on the second floor, no elevator, and my 96 year old uncle has mobility issues. The hotel was able to find a room on the first floor, second hotel was not and I was charged for the room anyway. Somehow the third I was double booked and had to pay for two rooms. I paid for two rooms and never stayed in them. Hotels.com was of no use to resolve the issues. Recommend you use another booking service. P.S. Expedia.com is part of Hotels.com.

My wife purchased a gift card for Hotels.com to use for our family vacation. We went to book our hotel and found out that there are 2 types of reservations “book now” reservations and “pay now” reservations. Because the hotels we were looking at were all “book now” our gift certificates were of no use and could only be applied to “pay now” bookings. Very disappointed that we are unable to get the hotel we were hoping for. I contacted Hotels.com 3 times each time being reaching agents only to be transferred to a phone number that was closed.

User beware. It may not be honored and you may be charged if you cancel through the app even within the appropriate time frame. We canceled at one hotel and booked with another hotel over two months in advance (policy was up to day before) but were charged for the original hotel and are told it that we must wait up to ten days to see if a refund is processed. The hotel had us as a no-show because the cancellation didn’t “push through” to the hotel. If not, then we have to handle directly with hotel and our bank.

Booked a room throughout Hotels.com and we checked out of the Days Inn within the 24 hours. We asked for our refund they stated the hotel had to give the okay for them to refund our money. The customer service representative hung up on us also. The hotel was disgusting, the Days Inn located on 169 S. Kentucky, Atlantic City, New Jersey which is a brand of Hotels under the Wyndham Hotels. The Hotel gave us dirty towels, there was a bug on the dirty ceiling, blankets on the bed were dirty.

Do not I mean do not book through Hotels.com, you are better off going on Booking.com where they would assist you and go above and beyond for their customer! Also do not go to the Days Inn on Atlantic City boardwalk. Disgusting place, it looks more like a motel! They had a guest go to our room while we were in there to check it out. We were comfortable about it. We then saw the same guy downstairs with his family. He told us his shower DID not work and the reason he booked the place was to shower because they were coming from Long Island and he wasn't even sure if he got a refund for it. There was a bugs in our ceiling and cover were stained, floor looked disgusting, fire detective don’t even work! We couldn't stand to be there another night, 1 night was already too much for us. We checked out early because of the condition.

I book a hotel through Hotels.com, 2 night stay $1,000. We were splitting this with another couple, so we booked a room with 2 queen size beds. We show up at the hotel on the day of about 2 hours before check-in. We ask to see if we can check in early.... no, we can't. Ok, we store our bag and go exploring for a few hours while we wait. 3-4 hours later we get a call from the hotel, They have been overbooked and they have to move us to the hotel next door (overall the hotel is much worse in general, fewer features and stuff, but we are ok with that because we don't plan on using the hotel that much anyway). So we go back to the hotel to move our stuff and check into the new hotel. They have moved us into a smaller room with 1 king size bed. We complain to the hotel but they tell us that there is nothing they can do because we used hotels.com and they are booked full.

I recently booked a visit to an NYC through Hotels.com. I received an advertised price of $140 per night, which was written all over my confirmation email in bold, highlighted numbers. However, I was charged an additional $40 fee. When I called customer support of Hotels.com, the agent initially agreed with my plea that I should not have been charged more than the $140 advertised. But his manager ultimately denied my request and stated that the hidden charge was actually written in the fine print of the email confirmation.

I think their five star reviews are fake. Get your own room. Their entire deal is a scam. You can negotiate your own fair price with hotel. They put me in a trap tell with my 8 year old daughter. Charged me full to cancel.

Booked hotel room in Madrid with Hotels.com for my family. Two days after the booking I received an email from hotel wanting pics of passports and pics of travelers. Hotels.com will report but not refund. Not in fine print. Per Madrid hotel our information is for police. Hotels.com didn’t know anything about this but still won’t refund. Sent email to corporate. No response. Will never use them again. Will not put my family’s safety.

I book through Hotel.com and canceled it on time, but won't issue my refund because hotel that I booked through them won't waiver it. I think Hotel.com is responsible for it and they should get my refund which they won't. I am disappointed and would never ever business with Hotel.com.

I’ve been using Hotels.com for years, no issues with the bookings. My issue is with their customer service; it’s not straightforward to set up a Rewards account and they wouldn’t honor most of my bookings. The bookings are stored in their system (viewable in my account) yet they refused to add them. Online system seems to be set up so that customers can’t easily create a simple account, one that actually accrues nights.

I joined Hotels.com in April 2019. I made a reservation for June at the Sheraton Hotel in Va. Beach, Va. I decided to cancel reservation 10 days before the trip. When I happen to look at my credit card statement I see my credit card was still charged on June 5 for $457! OMG what a nightmare, as I contacted Hotels.com and they say it was never canceled! Also did I make sure I called the hotel and canceled? I canceled the reservation the same way I made it on their website!! However I have no proof because I’m locked out of that Gmail acct. Hotels.com claimed they called the hotel and the hotel refused to give me a refund. They gave me a number to the hotel to call and I get some guy from India I can’t understand. He says I need to call Hotels.com that there is nothing he can do. I WILL NEVER USE Hotels.com BOOKING COMPANY AGAIN!!! To think that I have to pay for a room I didn’t even get to stay in on the beach upsets me to no end!!

I booked my hotel through Hotels.com. Within 24 hours I received a confirmation that my booking had been cancelled because there was an issue with my credit card so I booked somewhere else. When I check my transactions I see that the Hotel ended up charging me for 1 room when I had actually booked two. They were both booked under the same confirmation number. I call Hotels.com. They tell that I need to call the hotel directly. When I call the hotel they tell me that Hotels.com never canceled the booking so They tell me to call Hotels.com. They tell they can not refund my money that I need to call my bank and dispute the transaction or call the hotel again. I will never book through Hotels.com. They don’t care I have the confirmation that it was cancelled!!!!

Alert, a reservation agent with Hotels.com stated to me if I wanted a refund I had to buy $350 in Hotel.com cards or Target cards. I called Expedia and they said they do not handle the money directly and cannot refund it. I went thru my bank and reported this scam and I filed a complaint for consumers on the government page. I was told by the Expedia.Hotels.com agent that this is the 3rd call about a scam with Google Play or Target cards. He said one customer asked for Hotels.com to refund the money and they cannot since they do not get the money directly. Hotels.com seems to not understand or care the money is one problem but what about the lack of security with data.

I booked a hotel for my cousin because her mother just died. Motel 6 would not let her stay because although she lived in a nearby town she was considered a resident. I was put on hold with Hotels.com. After 10 minutes I hung up. I tried back two days later wondering why my refund wasn't back and Hotels.com called the hotel. The Motel 6 in Kingsport, TN said they were busy and couldn't give them the details of the cancellation. I asked to speak to a supervisor and the Hotels.com person disconnected me when he transferred the call. Also your rewards have to be used in a 12 month period, if not, you start over.

My husband and I were given money through Hotels.com Gift Cards to use on our honeymoon. Seemed easy enough. But it ended up being a NIGHTMARE to deal with. I spent over 6 hours collectively throughout our honeymoon dealing with Hotels.com because their gift card services were "out of service." In order to use their gift cards while we were on our trip we had to change the proxy setting on our computer so it thought we were still in the US. That was the only way it gave us the option to use our gift cards while booking.

I was browsing the app for my trip and all of the sudden my baby got my attention and I left my phone. After 20 minutes, I found that my baby booked a hotel that I wasnt aware so I cancel it immediately. And realized it’s a non-refundable so to make sure I can get my $1000 back, I called them. The customer service agent told me to make the same reservation again using google card or some prepaid cards so he can refund the $2000 to me. I feel like it’s a scam. Where do I chase my money if I pay with google card?

Hotels.com provide a price and tell you the booking is fully paid, I paid $1000. Then the apartment owner asks for more, in my case $500. I had to cancel as the apartment was not worth the extra. I went to Airbnb and got a better apartment for less than the “extra” I was being extorted for.

I booked a hotel room at the Executive Suites in Squamish for one night as I was attending a health care seminar. The seminar was tentative re: dates so when I booked, I made sure that I could cancel if I needed. The Hotel.com website stated free cancellation so I booked. I had to cancel as the date had been changed. I received my confirmation 2 days later (30 hours before my reservation) and tried the cancel my reservation only to find out that I would have to pay the full price of the stay to the hotel. The hotel was not helpful at all and neither was Hotel.com. Beware these false marketing ploys!!!

I booked a hotel through United app. I never received the initial confirmation via. I called 2 times before my flight left Honolulu to Guam I even gave them 2 emails address several hours before boarding my plane to Guam. Still email to confirm the arrival date and hotel address. When I landed in Guam I remember the name of the hotel. I took a taxi to that hotel and to find out that there are two hotels with the same name. So not having an email confirmation without a hotel address was the first problem. Second problem is when I got there the dates were wrong on my arrival Date. Again without an email confirmation I had no way to verify the address or the confirmation arrival date. So I called Hotels.com. They were no help when I got to Japan. Later the next day I submitted emails questioning what happened to Hotels.com.

I booked the hotel through their app and the gift did not get applied even though I did enter the code. When I called they said I can’t use 2 payment methods and so I can’t use gift card. To get hold of customer service I had to wait 45 min and the line kept getting dropped. Never using their stupid app or website again.

I have never experienced anything so ridiculous. So we are going to Mexico for a vacation. We booked our hotel reservations back in February and paid for the trip in full for 3 people. Due to work, I have to arrive a few days later and the reservation is under my name. I called Hotels.com to add my fiancé's name onto the reservation so that he could check in with no problem. They told me the only way to change the reservation was to cancel and rebook. I told them, no do not do that. I asked for a manager because all I wanted was to add a second name onto the room and did not want to repay for the room again. The so called "manager" got on the phone. He insisted on cancelling my reservation. I told him no do not touch my reservation. he kept saying he is going to cancel it as it's the policy. I was like, what are you talking about? I do not want to cancel the reservation, just leave it I will call the hotel directly. He kept saying no I need to cancel it.

I have been going back and forth for over a week with emails to get a Price Match Guarantee. The difference is over $300, they all tell me either I didn’t upload enough information in my screenshot (file size allowed is too small to get a full screen shot), and say they looked it up on my behalf and that it either doesn’t match my reservation or the room is “no longer available “ in order to check. All of which is a lie. After about 20 these refusals to honor I finally got one that said, "yes you are right, I found the discounted rate," and gave me a ONE night credit for the $52 difference. The problem is my reservation is for SIX nights!

Clearly requested a dog accommodated room on ** via telephone for ** thru ** stay. Was given the associated fees to be charged upon arrival at hotel. Received email confirmation with no indication of our dog staying with us. Called both Hotels.com and the hotel itself immediately in the morning, only to be told all pet accommodated rooms were already BOOKED! Spent the entire day today, one day prior to our arrival calling both parties for a resolution. Was told to “board my dog elsewhere or leave her home”.

Worst customer service, overpriced, Booking.com will save you money. Tried to cancel a reservation over a week in advance. CS rep said they called the hotel to try, and nothing could be done because of the "special" deal I received. Found the same hotel on multiple sites with a better price, and no need to worry about cancellation if needed. Will never book with these people again. Would rate zero stars if possible.

Bad. Will use Booking.com to make reservations at a hotel. They charged $72 on my credit card. You get to the hotel. The hotel always says it's $59. Pretty bad when Booking.com is supposed to be the cheapest. I would never go back to Booking.com.

I booked a hotel through Hotels.com about 2 weeks ago. We are supposed to check in the day after tomorrow. I decided to try to switch to a hotel closer to the area that we will be enjoying this weekend. I contacted customer service to see about the possibility of just switching our reservation to another hotel instead of going through the whole cancellation and rebooking process online. The customer service rep, Jovy **., was awesome! They were so kind and prompt, they were able to switch our reservation to the other hotel that we chose without a bit of an issue, and we also got a small refund as the room was a little cheaper! No waiting on the cancellation to be credited back to us and having to pay up front again while waiting for that to happen. It was fast, simple, and Jovy was so courteous and helpful! Thank you Hotels.com!

They advertised price for a condo at the SunDestin by Wyndham on an email I received from Hotels.com was $285/night. After giving Hotels.com my credit card number they charged my card $599.00/night. I went to their Contact us on their site. After going through three departments I was told I wasn’t overcharged because Hotels.com can change rates at any time! What a scam. BOOK YOUR OWN RESERVATION THEN YOU CAN DEAL WITH the hotel directly. These middle men are just HUGE SCAMS.

STAY AWAY FROM THIS WEBSITE! I was a happy customer back when it was Hotelclub.com. Since they changed their name - or the website just redirect to this website - I noticed that since I've been using website something is not right. When I clicked to confirm my booking, I pay by PayPal. I didn't receive an email and my payment was on pending on PayPal. I waited for 2 days and it didn't go through, I didn't at least receive an email. There is no record on my Hotels.com account of my booking. So I contacted them about any record of my booking and told them the date I book and make payment, the cost of the booking, the date I booked the hotel for, details of the hotel, and that the payment is on pending on my PayPal account.

I've booked over 50 stays with Hotels.com, and in May, I had booked 5 nights this coming July. But in early June, my rewards had vanished because I had not stayed at a hotel in a year - so poof! My $600+ in credits gone like that. I am certainly disappointed and for that, and my loyalty is gone - they will never get my future business! There are plenty of other options like Orbitz, Priceline, Expedia, Booking, Hotwire and others which I can use! Hotels.com has lost a customer for life - me and my family! Certainly, they don't care about that, but if more leave, it will eventually hurt them where it counts!

I have had 2 bad experiences. First time I was refunded 25.00 by the hotel due to issue at hotel during my stay but it went back to Hotel.com. Had hard time getting money over 30 days. Next time booked a hotel stay on the site which check in ended at 9pm. It was 11 pm when I booked on site. It did not say the cut off time till after confirmed. Hotel.com refuse to refund fees and I could not use the stay. Hotel office was closed for the night.

I booked a hotel for 4 nights. The price dropped before check in by $110 per night. I called as I was going to see if I should cancel the 3 of the nights and get a better price. I was told leave it alone and I would get a credit refund, 2 weeks later I contact on a chat as I was getting another hotel room and still had no refund. The associate was friendly and advised me there was no refund coming as there was nothing entered in the computer yet they could see the difference in the price. They were sorry but they would get in trouble. Great scam they have. Last time dealing with them.

When I use a credit card to make a purchase I can see the purchase online immediately. If I return the purchase, I can see the credit to my account immediately as well. On May 16 I booked a room for a one night stay on May 30. The very next day, May 17, I canceled the reservation. The full amount of the stay was slapped on my credit card the day I made the reservation, May 16. My refund should have appeared the next day when I canceled. It is now June 27 and I still do not have a refund for the booking.

After using this site you will receive NON STOP SPAM. I deeply regret signing up with this company and giving my personal information to. You have plenty of other sites that offer the same thing if not for a better price than this SPAMMING company. I would even say that they sell your personal info to other companies as after I started using them I have robo calls and non stop SPAM mail. It's a disaster. I do not recommend this company for the simple reason that they should make their money on hotel listings NOT SELLING YOUR PERSONAL INFORMATION, ADDRESS AND PHONE NUMBER.

I do not recommend using Hotels.com because they have bad customer service and they do not honor the rewards that they provide. My private account from this site was hot and needed absolutely nothing to fix it. Aside from the fact that I lost my rewards points my private information was taken. When I called and asked customer service to assist they did nothing and they said that they had no record of it and all they said that the information had expired, I had an email from them informing me that there is a hack in their system. The major reason I don't recommend them is because their system has been hacked multiple times and it is unreliable and untrustworthy. I tried to correct this is the issue via email immediately and never received a response, poor communication.

I just want to start off by saying I have had an absolute horrible first experience with this company and will never go through Hotels.com again. I called in to set a reservation for a flight and hotel, simple you would think. They indicated my card would not go through which I thought was funny. Then I look at my online mobile bank account to see that they did charge me $750.00 for a flight through American Airlines. I advised that the charge is there, apparently this is just a "hold" and will be returned back to me in 24 hours. Well and behold 24 hours later my bank is telling me that no this is an actual charge that money has been taken from me. After speaking with a "supervisor" Raven, she says that since there is no booking ever made there is nothing they can do. I have filed a dispute with the bank but this just goes to show that this company is crooked and will take money from you for NOTHING.

Booked a room while passing through Wichita, KS. No problem booking. Got to the hotel and the room I had booked for $156 on Hotels.com didn't exist. I needed a King suite with a double sleeper sofa. Instead I was given a standard double queen. That is fine, but I wanted a refund of the difference since the standard double queen is only $90-$110 per room.

It's been more than 6 weeks, I was traveling to Prague and needed a hotel to stay from Friday to Saturday. It was around 2 am morning (night) on Friday as I thought that I should rather book a hotel, because prices go up and there might not be vacancies. I clearly remember that the prices were silly. For a 4 stars hotel I was looking for, I had options from around 25 Eur to 40 Eur. However, anytime I opened the hotel to check the offer, I noticed that the date varied from what I initially inserted as my travel (visit) dates. I always had to change the date to the Friday-Saturday night and so I did. The prices suddenly went higher... I booked my hotel, double checked everything and paid for the room.