Hotels.com

Hotels.com thought our life was not interesting enough when traveling with toddler so Hotels.com decided to play little game on us.
My family and I work very hard and we try to take vacation once a year. This year we made the mistake of booking through hotels.com. We booked our vacation on April but they forgot to book our hote. After half of day flight, we got to the hotel on July 31 and we were told they don't have room under our name and don't have any rooms for the night. We called hotels.com and the person we talked to called the hotel but they were told the same thing they told us already. We walked to the clossest restaurant while were pushing 2 luggages, a car seat, and pushing our toddler daughter with stroller. We were on the phone for like an hour if not more when they finally booked a different hotel for us but told us to find our own transportation and refund $10. When we got to our hotel it was like 8pm which means they wasted one day of our vacation. The hotel they booked was ok but it was not the one we picked for our vacation (not same quality). When we came back from our vacation we got stack on NY for 2 days due to "weather" according to American Airlines. American Airlines did not pay for our hotel. Whoever reading this, just imagine traveling with infant for the first time and what suppose to be nice family vacation turns into this. I'm going to start school fall 2017, so we ended up spending the $ we saved for my tuition to use for hotel and everytbing else while we were in NY. I emailed hotels.com but no respond for a few days. I called to complain and asked if we can get some $ or discount on our next vaction since needed up spending extra $ and didn't get the vacation we planned. The answer i got: "sorry but we won't t give you anything, but we will forward your complain to the higher people"
Stay away from them people.

I see I'm not the first to give Hotels.com a less than glowing review. Where to start?
Over 2 months ago we booked a very nice hotel on the slopes of Versuvius with Hotels.com and everything seemed fine. A week or so before we were due to arrive at the hotel we got another confirmation email which said everything was ok and wished us a nice trip. So we left Rome and drove down towards Napoli and arrived at our hotel in the burning heat after about 3 hours of fun filled driving in Southern Italy. The one thought we had was to check in and jump in the pool. Oh but that was not to be, we were told by the concierge that there was no booking for us as Hotels.com were fully booked and they had informed Hotels.com and their owners Expedia.com (by email and phone) that there was no vacancy and they should let us know. We were not told. Further the day before arrival the hotel had received a confirmation email to say we were coming. Once again they contacted Hotels.com and informed them that there was still no vacancy and they should make arrangements for us. They did not.

So I spent over an hour on the phone to their relocation department in Manilla where they booked us into a hotel that was described to be as good as the one we had been turned away from. At the time I wondered why in the middle of high season this particular hotel had rooms available especially as it had a pool. (This is not common in hotels near Pompeii) When we arrived we witnessed another guest arguing with the girl behind the front desk because the room she had been allocated was unacceptable. Then we had to wait almost 2 hours for the room to be ready and when we did get into it our fears were realized. The was a smoking room which was obvious due to the stench of smoke, brown stains on the once white walls and ashtray on the table. It looked like student hostel, not a hotel room that cost almost $100 a night. Further the pool was disgusting, the water was full of green slime and even our unphasable 11 year old son didn't want to go into it despite the heat. I asked to be relocated and was told that the cleaning staff had gone home for the night so we would have to put up with the room. Also we were stuck with it as the booking was non refundable.

So once again I phoned Hotels.com customer service and spent the best part of 3 hours on the line to Manilla trying to get a suitable hotel. The line mysteriously cut off at least 6 times, not once did they attempt to phone me back. Every time I phoned back I got another agent and with every agent I had to explain the whole situation from scratch. At one stage I was told that they would move us but we would have to pay the cost of the new hotel. My response was unrepeatable. To which they hung up on me again. So I called them again and this time I managed to get hold of a guy who had a brain and a supervisor who was actually prepared to help us. The long shot was that we got a decent hotel (without pool) and we did not have to pay extra for it.(Well I say that but I have not had my credit card bill yet). As an apology we got a 10% off voucher to use, which runs out today, 3 days after getting back from my holiday. This is the final kick in the nuts from one of the worst travel companies I have ever had to deal with. And I travel a lot. I will never use hotels.com, Expedia.com or any of their subsidiaries as long as I live and I will make sure that none of my friends do either. I gave it one star because it's not possible to give it zero stars or negative stars.

Alert to anyone thinking of using Hotels.com. I made reservations for the Bay city hotel (the old holiday inn in bay city) last July before the 4th of July to stay this year over the 4th for the fireworks. I reserved 3 rooms for friends and us. While at the fireworks last year I stopped in the hotel to see what the hotel was like. While there a worker comes from a back office and says to her co workers "Hotels.com is booking for next year and we can't take reservations because comfort inn bought the hotel" and was renovating it. Soooo I walked up to the desk and asks the names on the reservations and Hotels.com where mine. So I said ok I guess I have to go home and cancel my reservations. I waited a couple weeks thinking they would call or email me to tell me the reservations fell through. No call. So I called them and cancelled. That all happened in July 2015. Sooooo come October I get a call from Hotels.com to tell me I need to cancel my reservations and can they help me book elsewhere? I said noooo these reservations where cancelled in July. So I asked her to cancel again... Then about once a week they would call me to cancel the same reservations... In November they where calling about every other day... I was livid. One night they called at 2:00A.M. To cancel and I lost it. I began blocking the calls because I felt extremely harassed. I have 8 different numbers from them that I blocked. So the phone calls stopped in December. Today I get a email confirming my stay at the Bay City Inn?!?!?!?! I called hotels.com told them I am livid with their service and harassment. The guy, granted I'm trying not to yell at the poor kid on the other end of the phone cancelled my reservations and sent me confirmation emails before I hung up. I called the bank and made sure my old card is turned off that I used to reserve back in July... Just checked my emails... I now have a cancellation email for rooms at the double tree?!?!?! WTH? I never made reservations there! Never ever dealing with Hotels.com again. I figured I have had great luck with Expedia that I would try them.

I made reservations for a couple of hotel stays with this site. One was for a night at the DFW Hyatt preceding an international flight and vacation to Peru. The other was for a night later in the year. The actual Peru vacation was made through Expedia. I received an email from Hotels.com that my reservations had been canceled and a new reservation for a Washington DC hotel next summer was made (revealing the zip of the person making the reservation). I called Hotels.com and Hotels.com told me that could not happen without my password so I had been hacked. Well, why would someone hack my account, cancel my reservations and make a new one? So I got on the net and looked up a person with my same name living in the zip code on the reservation. I called her and she verified that she forgot her password, called the Hotels.com site and a representative put her on the account by name (feeding her the account info instead of vice versa) made the assumption these reservations tied to the account must have been somebody who HACKED HER and canceled them. But the really scary thing was that this rep also told her he could see I had Expedia reservations (the flight/hotel for Peru) and he offered to cancel them, too. Something just told her to say "don't go over to Expedia" so those did not get canceled. I assume this was a site contracted by Hotels.com that had reps with access to multiple sites. HOWEVER, the people at Hotels.com were initially combative, argumentative and gave me false information. I confirmed on my own that it was, in fact, possible for a rep. To enter my account by name. I had to PROVE to them that I had done my own research and that I was NOT hacked... that a reservationist had gone on my site on behalf of someone with my same name (and no verifying info) and had almost cost me an entire vacation. I did not feel they were genuinely apologetic when you consider the immense trouble and anxiety this caused me... you would think they would at least offer me a free night somewhere or something for my trouble. When you allow a contract company to act on your behalf, you should take responsibility for the trouble they may cause a customer. I wouldn't have taken it because I'm for sure DONE with this dicey place to do online business.

I have used hotels.com a couple times and never had an issue, but after this I will never use them again. My friends and I were planning a trip to NYC and we were unsure which nights to go, so I made two reservations planning to cancel one. With both of them, I chose to pay at the hotel with free cancellation according to the hotel's policy. It stated that I would have free cancellation until 24 hours before the trip. Unfortunately, the plan fell through due to my friend getting sick so we needed to cancel both bookings. About 5 days before the planned trip, I was able to cancel one with no problem, however the other one stated that I would be charged for one night, which was the entire stay in our case. The charge would have been $250 to cancel. I realized that Hotels.com changed the date of free cancellation to 6 days before our stay, no longer 24 hours. I tried to call hotels.com to ask them why it was changed on this reservation, and they offered to call the hotel to ask if they were willing to cancel it. After being put on hold for a couple minutes, the customer service rep at hotels.com said that the hotel declined to allow me to cancel my reservation. At that point, I called the hotel itself, who informed me that they would be happy to cancel my booking, but that I would still be charged by hotels.com. The woman at the hotel even sent me a screenshot of my reservation with a note saying that hotels.com would be the ones to charge me for cancellation, even though hotels.com repeatedly lied to me saying that the hotel would charge me. I went back and forth calling the hotel and hotels.com five times. The supervisor at hotels.com even laughed at me and refused to do a converence call with the hotel or even give me his email or name. This is how I know it was a scam. They take absolutely no responsibility and repeatedly lied to me, trying to put the blame on the hotel. I will be cancelling my upcoming bookings with them and refuse to use their service again.

We have had a heavy travel year and I wanted to take advantage of hotels.com rewards program of earning a free night with 10 purchases. Shockingly, Hotels.com cheat you on this. I spent $600 in September 2018, almost $1000 in November 2018, another $200 in Feb 2018 totaling 8 nights. All booked through the hotels.com app! Every single one. (remember that part)

Then, 2 weeks ago, when we needed two more nights booked to meet our rewards of a free night -- for which we had more travel plans. Rewards placed on my account? Nope, rewards were never applied. Shocker. Why, might you ask? I waited thinking it would take a few days. Two weeks later? No go.

I contacted hotels.com directly, today (5/31/2019; call ended at 6:53PM EST; pretty sure the 1st line guy and "manager" were the same person
-- stating for quality assurance and all). They said that because I used the mobile app, that a discount coupon was applied. (Remember, every booking thus far has been through said app, of which, there has been no issues applying my stays). Ummm no. I didn't/it didn't apply any single promo at all!

I went on my app like any other time, put in dates, location etc. and picked the best bang for my buck. They said no there was a discount applied, it is a very strict policy (magically when this booking would have given me my reward of one free night), and there was nothing they can do, and that the discount negated rewards. I went and looked at my booking, confirmation email, billing statement and details of my stay. ZERO info on any coupon applied. Nothing... not in the fine print, no where. They can not explain that to me. They can not give me a reason. They can not help. They will do nothing. Manager eventually "disconnected my call".
Summary... if you want their rewards, they will do absolutely anything to not give them to you. They got my business, now they are screwing me.

These guys are total frauds. I was shopping at Megamart when one of their promoters (Wilberto) noticed that I was buying a snorkel. He was very persistent in his sales pitch, but he was nice, so I listened. He said all I had to do was go visit Grand Park Hotel, which apparently belongs to the Royal Holiday chain. I said no, I am in a hurry right now. He tried the next tactic by offering me free breakfast the next day at the hotel. I said no, I dont eat breakfast. He said then how about lunch? I said no thank you, I rented a car and just want to ride to see the beaches. He then tried the next tactic, offering lunch at the hotel the next day PLUS a free catamaran trip to visit some off-shore reefs. Finally, I was tempted. I asked No obligations? At least three times, he said no obligations whatsoever at least three times.
He met me at my apartment the next day to take me. When I arrived, the attendant (Paulette) said that I had to listen to a 90 minute presentation to qualify for the promotional offers Wilberto had promised. I said Fine, even though I was really looking forward to visiting the beach in my newly rented, adorable convertible VW bug and just a little time left on the island. The first saleswoman Roccio - stepped in here. She was low pressure and nice at first, and explained how their membership system works. She conveniently avoided the cost estimate even though I asked. Then she made me watch a video of paid (mostly Caucasian) actors saying how great the membership program was. The video was very sophomoric, sort of like listening to Donald Trump, and it explained how Id save money over thirty years as inflation goes up. I dont even know if I will be alive in 10 years, let alone 30, but whatever. Thanks for the insulting elementary economics lesson.
Next, Hotels.com brought me out to the sales room, brought me a beer (probably to cloud my judgement) and the manager arrived for the hard sales pitch (I didnt get her name but she was in her late 50s or early 60s, short hair with some facial blemishes, and very abrupt). She bla bla blaed about how great the program was and then told me the price. GET THIS: $17,900! I said I had to think about that, it was a huge commitment, had to talk about it with my partner, etc. After badgering me for a little longer and realizing I wasnt going to write a check on the spot, she left and sent in the next guy (Roberto, I think his name was Roberto, although there was also an Edmondo involved). He had a cheaper deal. I could have 4 nights at the hotel for $25, but it had to be done in a year. I said I wasnt sure if I would be back in Cozumel in a year as I had found the beaches very rocky and difficult, and I like to visit new destinations. After more badgering, even offering me another beer if I accepted his offer (I said no), he left.
Then, Roccio showed up again and said since I hadnt completed the full 90 minutes, I was not getting ANYTHING. I had already been there for 70 minutes, and said fine, I will talk for 20 minutes more, but I was PROMISED two things that I didnt get lunch and the catamaran ride. She then told me that her manager, (the old short haired lady), said that she thought I had done this before and therefore she thought I was just there for the free stuff. No, I havent, actuallyand they can check that by looking at my many reviews. And really? Maybe you are that desperate to listen to sales pitches for a free beer, but I am not.
They are FRAUDS! Dont listen to their promises because they are lies. That old ugly lady manager and her sidekicks purposely kept the presentation under 90 minutes because I said NO, I need to think about this. This is a huge commitment. Believe them if you want, but it will cost you. And although the model room they showed me was very nice, I have read in other reviews their meals are mediocre and their rooms are shabby. What a waste of my precious time. I hope you are happy with your lies, Royal Holiday. I have stayed in 5 star hotels all over the world, but I will NEVER stay in one of your establishments because of your dishonesty.

Hotels.com - Beware or be screwed!

We used Hotels.com to book & pay in advance for Queen Suite with kitchenette for 90.00 per night. This hotel was 15 minutes from our event. We planned to use the kitchenette to cook breakfast, lunch and some dinners in order to save money. We were going to see all of Denver Colorado area. Had it all planned out, until Hotels.com called us the day we were supposed to check in to notify us that Hotels.com overbooked and did not have our room and that they would try and find us another hotel.

They emailed us a list of Hotels to choose from. My wife and reviewed the alternatives and called to accept an alternative. The representative checked for availability there was none. My wife was on the phone with them for over 2 hours and when they offered an alternative we accepted, they still had to check for availability, there was none.

After 2 grueling hours of them trying to cram an unsuitable alternative and them not being able to find us a hotel with an actual available room, my wife asked for a refund.

They advised us since we did not cancel within 24 hours (keep in mind they called me to say they did not have my reservation that was paid for in full) that they could not refund us the first day's rate.

We had to get a hotel 2 hrs from our destination the first night, then get another over an hour from our event and pay twice as much the second night, then book another hotel 40 minutes from our event for 2 nights because of no vacancies in a given hotel for the entire week we were there.

We ended up spending most of our vacation looking for hotels to stay in, moving from hotels to hotel and driving hours to our event from the hotels.

They actually charged us one night after calling us to tell us they did not have the room I reserved and paid for in full over a month ago! I would never use them again nor would I recommend them.

Hotels.com - Beware or be screwed!

If you want to enjoy your trip don't go threw with this site!
Here is a short timeline of what happened (hope you are patient enough to read threw this if not just DON'T USE THIS SITE):
- I booked a hotel through them a month and a half ago
- I got a confirmation
- I call the hotel to ask for a taxi transfer, today (two days before my trip) and Hotels.com say they have no sign of ANY reservation and that they are booked for the first night that we arrive, that he hasn't heard from us until today threw my email
- I call hotels.com, wait for 15 minutes before I get someone on the line, they say that they are going to call the hotel manager to make figure out what is going on
- I wait another 25 minutes and the operator tells me they were unable to join the manager (which I had talked to by email an hour prior)
- He then says he will transfer my demand to an other department and they will call me back before the 29th date of my departure LOL then hung up
- I called back because the manager emailed me again and I wanted to cancel my reservation for the first night and for them to find me another hotel
- I waited 30 minutes before getting an operator then another 30 while she tried to contact the hotel manager without success (liar). I demanded to be reimbursed and she said she couldn't do so without a copy of the email the hotel manager sent, I send it to her and she says it will take some time to get to her so she will call back
- In the meantime I get the hotel manager on the phone, who is adorable and tells me he has never heard from hotels.com and suggest we cancel everything and get our money back while he books the rooms for us (except the first night)
- Now I'm on the phone waiting for them to answer and cancel the reservation (10 minutes and still no one)
So PLEASE don't use this site if you want a peaceful vacation.

I booked 2 rooms for a trip that I was going with my family. We were going to hershey park in PA. Once my family and I arrived at the hotel which we booked through hotels.com, it did not look like the hotel that was on their website. The hotel was filthy and reeked. I checked in and ran to see how the rooms were. I am telling you, it stunk and reeked of vomit. The room was disgusting, there were stains and dirt. It was not the same room as pictured online. The hotel was by the name of howard johnson. I called the customer service team from hotels.com. A male picked up the phone and I started to rant and tell him how disgusting the hotel was and this is not what I paid for. He could not help me so I demanded to speak to the supervisor. After 10 minutes on hold, he transferred me to some b. S supervisor. I started to rant and tell her this was fraud and this was not what I paid for. I had my pregnant aunt with me and I would never allow her to stay in such a disgusting room. The supervisor started to laugh at me when I was telling her about the hotel and the room. It was disgusting and unprofessional of her. I was so angry and I told her if she continues to laugh I will report her and the company to the police, she continued to laugh and told me she will hang up on me simple as that and then she did. I was so furious!. I contacted my bank and my uncles bank which the hotels room were booked from and I filed claims and reported for fraud. Additionally, I told the supervisor my father is an FBI agent and I will report hotels.com. She kept laughing and said go ahead. What kind of supervisor is that. Anyways, I have reported hotels.com because after being stuck outside for 3 hours and no room I logged onto my bank account and saw that she charged my card once more without my authorization for 300 dollars. She declined to give me a refund. I have reported this company and I will have the police involved along with the court. This company will not go away with this so easy. Hotels.com are messing with the wrong people. Future customers, please do not book anything from this website, I am warning you or you will be scammed just like I was.

In the past I've had good experiences with hotel.com, but a recent experience has revealed that the website should not be used to book hotels in the future as Hotels.com are completely unresponsive when issues arise.

I was transiting through Quingdao, China and needed to book a hotel for use overnight. On their website, I booked a hotel stated to be 0.6km (~0.4 miles) from the airport and printed out the map provided to use to find the hotel. Of note, in China I had no smartphone service, nor was there any internet service available at the airport. In the rain, I walked to the supposedly location indicated on the hotels.com map I had printed out (~15-20 minute walk with luggage). Instead of finding the hotel, I found a large field with some dilapidated/abandoned buildings. I spent ~30 minutes walking around the block and adjacent blocks looking for the hotel, to no avail. I also asked several locals (using pre-printed English-Chinese translated question) where was the hotel but got only blank looks. After ~ 1 hour in the rain I gave up and went back to the airport but nobody there could speak English either and so ended up abandoning the attempt to find the hotel and instead paid 3x the $$ that I'd spent on the first hotel to stay in a hotel adjacent to the airport. Upon returning to the United States, I wrote to hotels.com to voice my complaint and was told that the hotel was not 0.6km from the airport, but 3km (2 miles- so 5x the distance as advertised) and not due east as indicated on the map they published but due south. I asked for a refund but after ~10 email exchanges have been sent only form replies varying from 'Hotel will not respond' to 'Hotel will not issue refund' to 'No cancellations allowed'. I have inquired specifically 'Who is at fault when the advertised distance and location of the hotel is grossly incorrect (5x further away that listed and due south instead of due east)' and have gotten no reply. I feel that hotels.com should at the very least work to get me a refund even if they are unwilling to accept responsibility for gross inaccuracies in the hotel listing. Also, of note, no correction to the listing has been made, now 1 month after my initial mailing to hotels.com.

In other words, do not use hotels.com. Use any other hotel booking website. As mentioned in other reviews, the website is solely interested in profit, has no customer service, and further yet, is knowingly including inaccurate listings.

I recently booked rooms for multiple nights for Customers of mine while we where traveling. Since we would be staying in the same hotel, I said I would secure all the rooms. I did so using Hotels.com, and selected the option to hold the rooms using this card. In the terms and conditions for this option stated my card would only be charged if the reservations went unused. As I was traveling with the gentlemen so I know the rooms where used, unfortunately since Hotels.com gave all my credit card information to the Hotel with the improper information, the hotel ended up billing all the Rooms to my card. This happened despite the fact I had not given authorization for these charges, which was confirmed in my e-mail confirmation for Hotels.com. Long story short when I went to review my Credit card statement and saw the additional charges I called the Hotel to complain, Hotels.com intern faxed me the errant paper work from Hotels.com giving them all my credit card information and authorization to bill my Card. I followed up with a call to Hotels.com and got "John" at a call center, after trying to explain the situation several times "John" just stated since I had given them the Credit card information he could not understand why was surprised I was billed. I then asked him to transfer me to his boss, which he refused to do, I then asked for his name and identification number, again he refused and then laughed at me. To me Fraudulent charges on my card do to their error is no joke, but evidently this is what you can expect from Hotels.com. I have currently disputed the charges on my credit card and trying to fight this issue this way. Seeing how poorly they treat secure information like your Credit card information I will never use them again and encourage anyone reading this to use some other booking site.

There are several vacation rental sites available for booking accommodation during your vacation. I've always used Booking.com and Agoda. But this time my friend has recommended to try Hotels.com. The reservation process was smooth until Hotels.com suddenly charged my credit card for the total amount of the reservation almost immediately after booking. That was a FREE change/cancellation booking, and I was not ready for such immediate expenses. I've got used to Booking.com and Agoda policies not charging a client in advance.

Anyway, I talked to their Customer Support to verify that in case of cancellation, everything will be immediately refunded. Well, unfortunately, that was not the case. I've now cancelled one night from three that was booked originally and received back only a small fraction of the originally paid nightly rate. They explained that this happened because the night rate in the original reservation increased.

This is beyond my comprehension why an original booking should fluctuate in price. In fact, such FREE change/cancellation policy cancels the entire meaning of the FREE change/cancellation, simply because in case of any changes you'll ALWAYS be fined as prices only increase with time. At some point, for changing your reservation, you may even be charged if the NEW price of the total remaining nights in your modified reservation becomes higher than what you originally paid.

Arguing with them that this is an absurd, and the free change/cancellation means literally FREE, and the paid amount should be returned in full didn't help. I don't know which other underwater stones and hidden charges are there with Hotels.com, but for conclusion, my sincere advice is to stay away from them.

In general, I wouldn't recommend any other vacation rental site over Booking.com and Agoda. They proved effective, trustworthy and transparent with time.

Don't ever book here! I have always used Hotels.com but that ends today. I booked a hotel a few days in advance for $95.82. I decided to cancel the hotel room online at hotels.com and was advised that I would be able to cancel for free and that I would not be charged. Literally moments after cancelling I get charged $121.70 by the hotel! I call Hotels.com and the representative advised that Clarion should not have charged me anything for the hotel until I got there. Being that I cancelled on time there should have been no charge. The representative called the hotel Clarion in Greenville SC and Hotels.com advised that they had pre-charged me for the room along with incidentals. This should not even be possible because Hotels.com advertised that I would NOT be charged for the room until I check in. I cancelled way before the deadline and I am still being charged. I did not authorize Clarion hotel to take 121.70 out of my account! I booked the room to pay when I got there and I cancelled before the deadline so there is NO REASON WHY MY ACCOUNT SHOULD BE CHARGED ANYTHING. I ended up speaking with two supervisors who basically tell me I have to contact Clarion and get it straightened out even though I booked the room through Hotels.com. Both supervisors were extremely rude and would not allow me to talk. They even had the nerve to say that if I don't let them talk and finish their sentences they would be forced to disconnect the call. AND THEY BOTH DID! Because I wouldn't stop talking and let them talk they disconnected the call. The only solution offered was to contact Clarion which is just absolutely ridiculous. If I wanted to deal with Clarion I would have booked through them. Now I have to sit and wait days for money to be released back in my account that I did not authorize anyone to take in the first place! It's absolutely Ridiculous! I will NEVER USE HOTELS.COM again and plan to spread the word to as many people as I can that this is a fraudulent company that ALLOWS FOR TAKING MONEY OUT OF YOUR ACCOUNT WITHOUT YOUR AUTHORIZATION. THEY ARE ADVERTISING NO PAYMENTS UNTIL CHECK IN AND THEY SHOULD HONOR THAT! INSTEAD THERE IS NO ACCOUNTABILITY AND PASSING THE BUCK. IT HAS NOW BECOME MY DUTY IN LIFE TO MAKE SURE NO ONE I KNOW EVER BOOKS WITH THEIR UNSAFE FRAUDULENT PRACTICES.

Hotels.com is a disgrace. Their support team was useless and (morally and legally) negligent in how hey handled my issue. I used their site twice only because Hotels.com 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.).

I outlined to their support team multiple errors that their system made with regards to: 1) recognizing my own login password(!), that I set TWICE and immediately failed to let me login (I eventually had to go to 'reset' password to log in); 2) not even recognizing that I had an upcoming reservation DESPITE BEING LOGGED ON WITH MY USER NAME AT TOP; 3) having wrong data in my user account record(!) (as confirmed by their own support team over the phone) that I certainly didn't put there; 4) did not consider me to even have an account with them (as per phone) beyond acknowledging my USER NAME and despite clearly having a database record of my account with correct email addres but other data randomly incorrect in it; 5) not registering me online for their Rewards program (as an additional requirement to having an account, mind you) when I in fact pressed their 'Join' button (tried several times), which simply re-loaded the page but did not alert me that I was not being registered, making it *seem* like there were no errors; 6) did not 'link' my reservations to their Rewards program despite having 'Joined'; 7) broken pages in two commonly used browsers that could have reasonably been the reason for critical functionality not working; 8) only first alerted me that I was not registered despite having followed all the directions (multiple times mind you) after I MANUALLY added a reservation to their Rewards program.

In my support emails, and during two overseas phone calls with them, I was given stock answers, like "You need to register your account... here's how..." and "Our Terms of Service prevent us from giving you rewards for reservations made before you are registered..." despite all the above technical/database issues explained to, and several acknlowdged by, them.

It is not legal in Australia to put the onus on the customer via a Terms & Conditions clause when the error is clearly made by the company. I explained this, and I AGAIN got the stock reply that my reservation was made before whatever timestamp their database gave them as my registration date, and therefore they 'could not' give me my points. COMPLETELY ignored the ENTIRE problem, and any sense of responsibility for them to give me my earned 'points'. Just denial, denial, denial.

I'm only out about $30 for the lost points, but after such a disgusting experience, I am reporting their behavior to the consumer protection authorities (the ACCC in Australia), and I strongly recommend that you avoid this website, because if you ever need support for your reservations, which happens more than you might think, this mob won't be raising a finger to help you.

Even 1 is too much

My wife did book 6 nights for us in Sihanoukville for my post surgery recovery. It was supposed to be a relax time for us however because of this unreliable website we had to spend the begining of our stay in a very stressful environment.

Hotels.com devited our money and send us the confirmation via email. We took the flight and since we were transiting in saigon we decided to check our emails. We find out that they cancel our booking for security reasons that was not specific at all. (Find below the generic email)

We sent them many email, we baught to local sim cards to be able to be reachable, we contacted expedia customer service and hotels.com. They were very polite as any offshore call center in the indian subcontinent however not much of help.

We contacted our bank and they said that they send them the confirmation of the transaction and the money was debited.

The call center of the main branch told us that they send a refund however did not want to reassure us by confirming with an email. All the trailing mail that i have is 3 emails from us and one from them saying that we can't reach u by phone. All our friends and family manage to do so. We are using 3 phones (1 roaming and 2 local numbers from 2 different networks providers). No miss call was received from them at all. No phone number provides to be able to call them evem after requesting it.

We end up paying again the hotel using the same credit card that they took the money from and said we can't accept it.
The GM of the hotel felt bad of our experience with them since we had to use a third party since their website is still under construction and she upgrade us by keeping the same online rate.

The general manager of the hotel was a sweet heart and called for us the intermediate that was not able to find a solution for us nor give us a proper explanation.

I am a frequent flyer in one world alliance and I have travelled half of the countries in the world. I have been using online websites all over however our experience with this one was the worst.

They promise a free night but the actual is that free night you will spend it thinking of a solution out and it will be without sleep and you will end up paying more on skype and roaming.

Dear Hotels.com Customer,

Your Hotels.com purchase *******58267 has been cancelled due to one or more of the following reasons:

• We were unable to authenticate the credit card.
• We were unable to authenticate the card holder.
• The purchase was declined by the credit card company.
• Account history.

Please reply to this e-mail if you think there may be a mistake. We are happy to work with you to rectify any discrepancy. Since we have been unable to contact you via the telephone numbers listed in your account, please reply to this e-mail with the telephone number where we can reach you and the best time to call. A Hotels.com Transaction Processing Representative will contact you.

Please do not call Hotels.com Customer Service for assistance with this matter. They will instruct you to e-mail *******@hotels.com.

Sincerely,

Since March 13,1010, I have reached out to Hotels.com over 20 times via phone and online support in request of a refund but all I get is the run around. To recap, i booked a day stay 1 night in advance of my cruise to ensure my family boarded the ship on time. This is common for the hotel we booked and other hotels in that are due to it being a port city for cruises. However, the unexpected pandemic happened and Carnival canceled our cruise. I reached out to the host of the hotel asking him for a full refund and he advised I would need cancel through hotels.com as he was just the host. Hotels.com was IMPOSSIBLE to reach initially as all of their lines were down due to the pandemic. To avoid being a no show, i canceled my trip online until I can reach someone. I finally reached someone the end of March and since then I have been trying to get this resolved and get a refund. Although my Carnival cruise was non refundable, Carnival refunded my money due to the pandemic in April 2020. Every time I talk to hotels.com about my refund, Hotels.com say they must talk to the hotel manager to authorize the refund but this perceived manager is NEVER available. While putting in my 4th dispute on Monday Aug17th, I gave Hotels.com the email address to the host that I spoke with in March to try and contact the hotel that way. Today August 20,2020, I received an email advising that my request for refund was declined. At this point I am frustrated bcs I need my money and I am being charged interest on my credit card for this every month. I do not understand why Hotels.com and their affiliates are holding me responsible for a canceled booking due to a global pandemic. Most schools, work, churches and corporations temporarily closed (including Hotel. Coms phone line) due to the pandemic. Additionally, Florida and most US states had a shelter in place order in effect to eliminating travel to prevent the spread of the virus. Given all the facts, Hotels.com and their affiliatez still refuse to refund my money essentially making me responsible for canceling my reservation due to a global pandemic and shelter in place orders

I use travel sites often. This was my first (and obviously last) time using hotels.com
I called the hotel directly to make sure Hotels.com could accommodate our room needs (adjoining rooms) before booking. The hotel stated they could, but since hotels.com Was offering a room rate at half the cost of the hotel site, I opted to use them. Called the hotel directly after everything was booked and was told we were all set. I called the hotel directly two days before our arrival because we realized we would be getting to town sooner than originally planned and wanted to know if an early check in was possible and if so, what time. The woman I spoke with, who claimed she was the owner, was nasty from the moment she answered. Stated early checkins had a $20 fee. (Obviously I'm not thrilled with this, but I'm not paying extra money to be at a dump longer than needed) I said ok thanks, an early checkin won't be needed for both rooms, one would be fine. She then started telling me they were booked for the weekend. I stated I already had a reservation that was booked through hotels.com, she said she couldn't help me and I should call them. Then hung up on me. I am mediately called hotels.com, Explained the situation and that under no circumstances was I going to give an establishment like this my money. The person I spoke to put me on hold for a minute, reached out to the hotel, They got back on the line and confirmed I could cancel and receive a refund. They got back on the line and confirmed I could cancel and receive a refund. Stated my refund would be back in my account within 24 hours.
That didn't happen. FOUR times since that conversation I've attempted to receive my refund. Once through the online chat process, 3 times via phone. Clearly, the chat person lied to me. The 3 phone conversations, The agent comes back on the line tells me they spoke with the hotel and are going to be able to... then pretend like they can't hear me on the other line, (Keep in mind they've all put me on hold multiple times and had no connection issues prior in the conversation) then they state because I'm not responding they are allowed to hang up. I CAN NOT EXPRESS ENOUGH THAT DEALING WITH THIS SITE IS NOT WORTH ANY ATTEMPTED DOLLAR TO SAVE!

At the time of making the apartment stay booking with the hotels.com agent over the phone on 26/03/18, i had no access to the apartment details or the cancellation policy on the companys website. This was made very clear to the agent. The price sounded good and I wanted to make a reservation but was wary of doing so without researching a bit more. The agent assured me that I could cancel the booking with no penalty and that I only needed to pay 30% of the total fee by Card to make the reservation. The agent said I would get the full details of the apartment address in Amsterdam directly from the website as soon as I made the booking.

When I did get access to the apartment details on the website it came to light that the apartment would be in a part of Amsterdam accessible only by ferry. The reviews were mixed and not very positive. I also got no confirmation email from the apartment company and therefore wanted to cancel. I queried all this on the same day of the booking by email. At the point of my initial email I was still under the belief that the cancellation would offer a full refund of the 30% initially charged at the time of the Booking. I hadnt read the terms on the Booking email which said the apartment company would charge 50% of the total fee. Either way by the time I received the booking email the reservation had been confirmed

The emails between hotels.com and myself have been going back and forth and I decided to cancel on 31/03/18. Upon cancelling I have been charged an addition fee totalling to 50% fee of the total reservation.

No body in hotels.com will take responsibility that the error boils down to the incorrect information given to me at the point of Booking on 26/03/18. I have repeatedly asked for the call recording to be heard to no avail. Hotels.com have asked me to speak with the apartment reservation team in Amsterdam and my credit card company. I called the apartment reservation team in Amsterdam who were quite firm about their refund policy and will not agree to refund. My credit card company says because of the nature of the dispute and the cancellation policy Hotels.com cannot dispute this transaction.

What a terrible company. They cant be allowed to lie and just get away with things. PLEASE DO NOT USE THEM!

Dear Fellow Travelers,
We booked our stay at the Rio All Suite Hotel & Casino Las Vegas through HOTELS.com.

When we got to check out on HOTELS.com it said our total would be $142 with all fees for 2 nights.

When we went to check in is when things went side ways with both the RIO and HOTELS.com.

We tried to use the auto kayos to check in at 5:30pm and it said our room was not ready and Hotels.com would send an email when it was or come back latter. What is up with that at 5:30 and after driving 300 miles. We had to wait in the line for 20 minutes to see someone at the check in desk.

Now is when things take a big turn for the worseThe guys tells us we must pay a resort fee of $66We told him we had paid it when we booked the roomHe said no we did not. We showed him our confirmation email. He told us that the EXTRA $73 fee was charged by HOTELS.com and did not apply to the resort fees. So we had to give him a credit card for the $66 before we where given room keys.

With this extra payment our room now cost us $208 not $141

He said the $73 was a charge HOTELS.com charged us and he did not know what it was for. We ask him how much the room be if we booked it with the Rio directly and he said $148 total.

(Below I am giving you a LONG story short)
So when we got to our room I called HOTELS.com (I have used them for over 10 years to book all my hotels) once someone answered my call at HOTELS.com he put me on hold many times. He finally said that the $73 was for the 3rd person, and it was a charge to Rio would collect from them. I told him that was not what the Rio told us, and we wanted HOTELS.com to refund us the $73. He check with the Rio and they told him they did not charge a fee for a 3rd person.

He said no way would HOTELS.com refund us because it was a charge that was in the fine print for a 3rd person when we booked. I ask to talk to his supervisor, this is when things got WORSE. She was very RUDE and said that we had nothing to talk about and that I could go on line and complain but they would not refund me for the charge even it the Rio did not charge them

The total time I was on the phone trying to get a charge the RIO would not have charged with HOTELS.com was 61 minutes.

Trust me when I say these 2 things.
#1 this is a very short part of the long story
#2 I am the person who takes care of the travel for my wife and I, AND also for my company and one of my customers company and have book well over a 100 nights through HOTELS.com. Unless they fix this they will NEVER get another booking from me or any company I book for. I will just go back to Hotwire.com

So traveler be where when using HOTELS. Com

Martin

I just used this site today for the first time and never will again use them! I booked a hotel in Myrtle Beach and the Rep did tell me that if I cancelled I would be charged one night. I accepted that condition but unfortunately had to cancel a few hours later for personal reasons. However now the Rep at hotels.com told me not only did I have to pay the original amount I was quoted but $61 more for taxes and surcharges, something never mentioned before. I asked for them to find out if Hotels.com could waive the fee altogether since it was only a few hours since I made the reservation. They put me on hold to get approval from the hotel to do this. When they got back to me the Rep said they spoke to a Supervisor named Jenna at the hotel who would not waive any fees. Instead I then called the hotel myself directly. The Hotel Rep spoke to her Supervisor who quickly waived any fees but also told me no one from hotels.com ever called there. So not only did hotels.com misrepresent the penalty for cancellation but they outright lied about calling the hotel to find out about waiving some or all of the fee. Totally LIED! Grossly unprofessional and unethical. At this point in time I still have to work with hotels.com to cancel the reservation, and they have to now call the hotel to get approval themselves to cancel without penalty. So I called hotels.com and they said that they keep getting voicemail and can't reach anyone. Funny since I called the hotel and again and had no trouble getting them on the line! So I ended up conferencing the hotel rep and the hotels.com agent together so hotels.com couldn't lie again and stop me from getting my room cancelled without penalty. So I'm posting to social media to warn anyone of buyer beware using hotels.com! And note that hotels. Com is owned by Expedia so don't use them either!

I called the Hotels.Com center using free 1800 number on 14 December 2013, to book a hotel room in Asian country. The staff was so patient, kind and cooperative. She tried to find a room which is suitable for me and best to my liking. I am so happy and after thinking a few minutes, discussed with my family (which took a while), then proceeded to pay with my credit card. I mentioned everything in details as what she required in order for me not to miss any special deal/opportunity of the discount hotel. After that, just right after she took all my card details, she told me that my credit card has been declined and she disconnected our telephone conversation all of sudden after a long talk! I was so shocked, disappointed, and wonder why she would like to do this to me. I checked my credit account and there is nothing wrong or being declined/cancelled.

I made a new call and asked if I could talk or be connected to her again, her name is Rain (as she told me so). But regrettably no one can do such thing, Hotels.com said they were not authorized to connect with any staff/agent that you dealt earlier. I became more panicked and worried about that. The new staff tried to finalize my early booking but out of my expectation the hotel room does not even exist! All of this hotel rooms has been booked/sold out. One of the facilities that Rain was given/mentioned to me was not even true as we have to pay for it and not free as I wanted. She also requested that I should pay by credit card instead of PayPal which is quicker. Now it is a big concern as she was lying many times to me and I am afraid she would do something or use my credit card for other purposes in the future.
For what I've read from the review of this hotel website, it is just freaked me out because I always think that they might still can use my details later.

These are 2 reviews that appeared to be quite similar case as mine:

1). "I just got off the phone with a representative from Hotels.com because there was an illegal withdrawal from my bank acct by them for reservations I never made. I have used them about 8 months ago, so I assume this is where someone from their agency got my info. When I called them about the unauthorized withdrawal, I am told I have to wait to get them to put my money back. It angers me to think that someone from their company has used their ability to access customers' info, make illegal transactions like that. Instead of reversing the action to replace my money immediately. I will never ever do business with this company again"

2). "I was notified by my bank that my credit card had been compromised. I called Expedia.com/Hotels.com to dispute the charges. Initially, I was told by an agent of Expedia.com/Hotels.com that my credit card had not been used, however after asking to speak to a supervisor, I was informed that my credit card was currently being used to book a hotel room in Great Britain. They told me that although the person was currently in the hotel room, that they could do nothing to help me.
I am a struggling college student and cannot afford such issues. To make matters worst is knowing that a criminal is right at the hotel and living it up and HOTELS.com says to just talk to the bank on Tuesday. PLEASE DO NOT BOOK ANYTHING WITH HOTELS.COM. THEY ARE ACCESSORIES TO CRIMINAL ACTIVITY!"

Eventhough I reported to the Security officer one day after the incident; this is what she replied: that not too worry because it has a secured booking website/system and your personal and card details are safe with us; that we work in paperless environment wherein your card details are directly typed into the system no one has an access to the details; fully encrypts the entire credit card number and encodes it into a completely non-usable (un-readable) form,

I still won't believe at all.

My brother booked a hotel through hotels.com for the last night of his honeymoon. His wife ended up in the emergency room, so Hotels.com cancelled the reservation 3 before reservation date. I called the hotel to help my brother while he and his wife were in the hospital and the hotel assured me that they would be refunded with no penalty, but that since they booked with hotels.com, that would be who gave us the refund. For 7 HOURS I called the hotel and hotels.com trying to get their refund. Hotels.com kept denying the refund saying the hotel was denying our refund, when multiple times by 2 different managers of the hotel, I was assured that they had no problem with the refund but that only hotels.com could award us the refund. For 7 hours and speaking to several managers of hotels.com, they kept denying it and blaming it on the hotel. The reservation was cancelled days in advance and the hotel told me multiple times they had no problem refunding. Hotels.com would not compromise a d kept saying "no the hotel must approve it and they won't", which was false since I was told many times that they would. So thanks to hotels.com and their poor ability to handle customer service, and incompetence in understanding facts given to me personally by the hotel managers, and absolute unsympathetic concern for the overall reason of the unpredictability of the cancellation, my brother was charged for the hotel stay while instead he was in the emergency room. Don't use hotels.com, because even if you cannot make it to the hotel because of an emergency or even death, you won't get your money back, EVEN IF you cancelled DAYS in advance and have Emergency Hospital paperwork to prove you could not be there. My whole family and I will no longer be using hotels.com EVER AGAIN. DO NOT USE HOTELS.COM!

This is absolutelly unbelieveble customer service of Hotels.com, I would say no customer service at all! I have made a bookings for my upcomming trip to Phillipines and Indonesia through Booking.com and unfortunatelly also through Hotels.com, which was fail! Due to the pandemic and state restriction od Philipines government ban for foreigners to enter the country and also cancellation of all flights to stop the spread of corona virus become imposible to go for my vacation due to a force meajure od this state restriction. I have immidiatelly contacted both operators to cancell my bookings, because I couldnt fly. Every hotel accept that, because it was not the decision of customer to not come, so accept as exception of full refund (there was no even chance to get to the island due to the cancellation of all flights and ferries)! When I have contacted Hotels, Hotels.com lie for two days that the system is down and customer should call back in 4hours. This repeated the agents on the link for 2 days and than just disconnect the customers with not working links! I call the hotel to get agreement of full refund, but they told me that this refund must be managed with hotels due to the payment through them. Repeatedly Iam trying to contact them, every time I got the information that they need to contact the hotel and let me know, because there is cancellation fee. One week left and nobody give me information also for the other reservation I wanted to cancell. When I have reach after hours of calling somebody, latest the manager, he disconnect me when I have communicate with him that it is absorude that they cannot solve this issue for a week and when I call again nothing change and again just general info that they do not reach the hotel! Hotel pick up each call I did and even if there is not a manager, they should call another day and let me know - nothing happend a week?! Problem is Hotels, who block the customers and try to avoid refunds! Total shame, I have all refund from booking.com already 5 days and Hotels with 2 reservation is impossible to solve due to this absolutelly unserious behaving. I would never expect such behaving! SHAME! They act again the fair trade and customers, and Ism sure against also law, because this is the case of force meajure and they just ignore customers!

What a shameful bunch of liars Hotels.com are, I wish you had a zero star rating! Not an "A"
Because of COVID-19, my 20th Anniversary $4175 hotel reservation had to be canceled. Luckily, we had paid for the trip throughout the year, as I am a teacher and it was an around the world trip. My husband has had a kidney transplant and is now diabetic due to the anti-rejection medications. He works in the travel industry and was taken out of work and put on disability early on. We contacted the hotel and sent them the doctor's letter stating he could not travel to these locations or travel abroad. Hotels.com were gracious, kind, and fine with refunding the money. For 8 weeks, we try twice, weekly to get through to someone at Hotels.com. When we finally do get through to someone, they gave numerous excuses, like it has to be under $1000, or it's up to the hotel(who OK'd it), we need a doctor's letter(which was given), or even "Yes, you will get the refund once it goes through the proper channels, we will let you know".
We have been patiently waiting... then today, we were told we do not get a refund, only a voucher to the same hotel within a year. THIS IS BS! What crooks!
We had been loyal customers of this company for many years, even when we booked rooms for our wedding and other group trips.
I am SO disappointed to see that such a big company would do this to simple, hard-working people, during a pandemic they have no control over. Talk about GREED! This is just EVIL
Safe to say we will spend the rest of our lives telling everyone we know in the travel industry and educational communities what a horrible company Hotels.com is and to STAY AWAY AT ALL COSTS!
This is the first time in my life of almost 50 years, writing in about a company, but I feel this has to be known. Other people should never have to be taken by this company, as we were. I am saddened to see that corporations will still take advantage of anyone they can to make a buck, no matter the situation, as this pandemic has proven.

I usually never leave feedback but my experience with Hotels.com was so poor that I want to warn customers before Hotels.com waste any money. My parents were moving me down to USC and needed to spend a night in LA. I booked Lido Hotel because it was fairly affordable and close to USC. Because we were driving from Northern California, I knew we wouldn't arrive before 11:00pm. I started calling Lido Hotel around 12:00pm on August 10 (a day before the booking), trying to ask if a late check-in was possible. No one answered. I continued to call the next day as we are preparing to leave. No one answered. We arrive at Lido and no one is at the reception desk. We wait and it's around 2:00am. I decide to call Hotel.com and tell a young man about my situation. He apologizes and says we will immediately be relocated to another hotel at no extra cost. He transfers the call to a woman (whom we assumed was a part of the relocation department). Nope, after 20 minutes of her trying to figure out what is going on, she decides to transfer us to another lady, Alex. At this point it's close to 3:00am and I ask Alex for a relocation immediately. She puts us on hold for about 30 minutes. When she returns, she tells us the hotel isn't answering. WELL DUH. Why else would we be calling you, Hotel.com? She tells us she'll speak to the relocation department and now I'm furious. I questioned why these agents are running behind our backs calling the hotel when I've been trying for the past 2 days now. She apologizes and puts us on hold. After a good 15 minutes, she returns and says we can't be relocated. WHAT THE HELL. I ask why and she claims we were checking in too late. I KNOW and that's why I was trying to contact both the hotel and Hotel.com before. Well these agents were not helpful and I guess that was expected. So I ask to speak her supervisor, someone who can be a little more professional and help us a round 4:00am. We are transferred to Miles, the agents' supervisor, and explain our situation. I can not explain how rude and unprofessional he was. Relocation wasn't possible so we said we will book another hotel and Hotels.com needs to reimburse for the cost. He said, “No we won't do that. You weren't charged so there's no need to continue this." I quickly pull up my Wells Fargo statement while on the call and there's a pending transaction from Lido Hotel. I tell him he's wrong and he says no, you weren't charge. Well Miles, I'm looking at my statement and there's a charge. I finally asked him does he not know anything about customer service. Miles, the supervisor of theses customer service agents, started laughing at our situation and says bye before hanging the call on us. It's close to 4:25am now and we were one the phone with this company for more than two hours for nothing. Not only do I have a charge from Lido Hotel, but I also paid $150 for another hotel. This is just pathetic. Please don't invest in this company. I would love to contact Miles' boss and see if he's of the same nature or if he just made a poor hiring decisions with Miles. I've never had a bad experience with hotels weather it's a 2-star or a 5-star because I usually book through Expedia. Never making the mistake of trusting Hotels.com and all I ask is you don't make the same mistake. HOTELS.COM won't last in this market with their horrible horrible customer service.

We are 2 people of senior age from UK, booked a hotel accommodation for 4 nights in a 4 **** hotel in (22 - 26) March 2017 in Aarhus, Denmark. The booking was made and paid for through Hotels.com, UK. Paid in advance in full, with conditions attached: No cancellation rights and no refund.
On arrival at the hotel, we were booked in a dilapidated room with the bathroom covered in black Mould. The problem was brought to the attention of the receptionist the following morning and a room change requested.
Throughout our stay, we suffered unusual racially motivated bad behaviour towards us from a barman and a waitress working in the hotel plus a violation attack by some unknown people who at 1:50 am in the morning shouting and banging on our door from where Hotels.com had gathered outside in the hotel's corridor. We were deep in sleep at the time. I tried to call the police but the call was directed to the receptionist at the hotel. Her response to me was "don't call the Police we had a party at the hotel". We tried to see the manager in the morning but he always avoided us. We checked out on 26th to come back to UK. We have written to the hotel's director a number of times and copied the Hotels.com.

Hotels.com has offered us £150 in a way of apology which we did not accept. I am experiencing difficulties getting the director of the hotel to concede to the breaches of racist behaviour by two of the hotel's employees and breaches of failure of "Duty of Care and the Standard of Care" by the hotel whilst we stayed in the hotel as paying guests. I would like to take Hotels.com to court and for the horrible and distressful experience we had due to their failures. So far, unable to find a business address for Hotels.com. Anyone else has a had bad experience with Hotels.com, please let us know.

I booked a room the day of Sat Nov 14th to stay that night at the Sleep Inn in Montgomery only because I was looking for a hotel with an indoor pool so my nephew would have something to do during our stay. I went ahead & hit the pay now option because it was $5 less & for the same day. I would never prepay for a future date because too many things could happen. Immediately after purchase I noticed the date was not the date I put in but the 29th of Nov! I immediately called & spoke to a representative & was told Hotels.com didn't even see the reservation yet. That is how quick I called! After 2 more mins it finally showed up & the male agent said he was calling the hotel. He called the hotel & found out from the hotel agent if they had the reservation & again it had not shown up yet & we had to wait for it. After 2-3min the reservation showed up & the hotels.com agent asked if it could be changed to the 14th the female hotel agent said that they were sold out for the day. He said hum maybe that's why the date was changed because of the availability. He asked her to cancel the reservation. I spoke up & said I don't want to get charged for your sustems mistake. I was told by the hotel & hotels.com that I wouldn't be charged. I received an email of cancellation. I also went on to their website immediately after call to write a complaint of what had just happened & told them to make sure I wasn't charged for system error. I have yet to get a message back via email! 6 days later what showed up? A charge for the room. I immediately called them & they said I should not have been charged & that they would call hotel for me. They came back & said the hotel could not issue a refund because no manager was there!? We were told we would have to call back monday. Hotels.com told me that they could not refund me because the charge didn't come from them it came from the hotel & they have it on record that it was cancelled & I shouldn't have been charged. I told them ok well you need to call them back on again Monday & then let me know when I can receive my refund. The agent said he could not do that. I asked for his Manager because it's not fair for me to be punished for their error. A female agent came to the phone & said their hands we're tied & that I had to calm the hotel back. She promised to send me a voucher for inconvenince for a future stay that I never received! I waited to contact sleep inn in Monday to speak to manager. I did not understand why I had to call back on Monday. I know hotel practices & its a simple process to do a refund. I spoke with a female agent & she said she would have a manager call me. A male Manager called me later that day. I explained to him what happened. He said he would look into it & that they had never received a cancellation. I told him that was not accurate. I told him I heard the female agent at his hotel say she had cancelled & I received a confirmation email saying so 5 min after I made reservation. He said I could email that to him & he would follow up on it & he would call me back. I did do that & still have not received a call back. I'm dealing with a shady online company and a shady hotel. A good booking site that admitted their error should have gave me a refund or offered me a credit. A reputable hotel that has confirmed that a reservation was cancelled within minutes of reservation that had an agent confirm the reservation was cancelled & still charge for a stay date that has not even happened yet, should automatically refund me. I will blast both companies until they do what is right online & then if they do not do anything I will contact the news to expose fraud on both parties

! DO NOT USE THEM!

I have spent nearly 2 months now trying to argue a case with hotels.com who have unfortunately been terrible to communicate with. Here's what happened...

On 02/09/17 I received an email from hotels.com to inform me that I had an upcoming reservation for a resort in Thailand. I called them on 03/09/17 to say that I had no knowledge of this booking, in the expectation that it would be cancelled. I was then told that Hotels.com would need to speak to the hotel directly and see if THEY were willing to cancel it as they have a 14 day cancellation period (which I was now within as the booking was for the 06/09/17). They contacted the hotel and the next day I had to call up again to get this information and I therefore told them to cancel the booking otherwise the hotel would take the full amount from my credit card. I have since tried to call and email both the hotel (who refuse to waive their cancellation fee) and hotels.com to get this sorted, neither of which are accepting liability.

Whenever, I have tried to explain this, they have not understood and it has been so hard to get any sort of solution with them. When I asked them for a confirmation email that I had made this booking (which they claim was in Jan 2017) they said that they do not have it and were not able to send it to me (lack of evidence). The argument is that when I checked my hotels.com account in mid august - this booking WAS NOT showing on my account (I have screenshots to prove this), so where did it suddenly appear from. They offered a £250 reward at this point onto my account despite the charge being for £856. When I raised this, they said that this was the most they could offer. They can keep their £250 as I will fight this until the end and I am not out of pocket for their mistake!

THIS COMPANY IS A JOKE. COMPLETE UNPROFESSIONAL... Hotels.com DO NOT LIVE UP TO CUSTOMER SATISFACTION! I WENT TO THEIR WEBSITE FOR HOTEL STAY IN SAVANNAH FOR 5/6/17. PULLED UP DAYS INN OFF 95 AND BOOKED IT... ONLY TO GET THERE AND THE HOTEL WAS UNDER RENOVATIONS AND THE HOTEL ROOMS WAS HORRIBLE. SO AFTER BEING GIVEN 2 DIFFERENT ROOMS I DECIDED I COULDN'T PUT MY FAMILY UNDER ANY RISKS SO THEY HOTEL SAID THEY WOULD REIMBURSE ME... THEN TRIED AGAIN AND BOOKED ANOTHER HOTEL UNDER HOTELS.COM AT THE CLARION INN AND SUITES ACROSS THE STREET... BIG EPIC FAIL. WHEN I GOT THERE THEY GAVE ME A NASTY DIRTY ROOM THAT THE LIGHTS DIDN'T WORK AND THE MAINTENANCE GUY ON STAFF SAID THEY KNOW THEY HAVE PROBLEMS WITH SOME THINGS IN THE ROOMS BUT THEY TRY TO PATCH OVER THEM. THEN THEY CHANGED ME TO ROOM 227... WELL THIS IS WHERE EVERYTHING GET WORSE... THE ROOM IS INFESTED WITH BED BUGS AND WHEN I REALIZED THIS AT 4AM I BROUGHT THIS TO THE HOTEL ATTENTION (SHARON WHO WAS AT THE DESK) SHE WAS APOLOGETIC AND SAID SHE WOULD HAVE THE GM CONTACT ME WHEN HE GETS IN AT 3. AT 5PM I STILL HAVEN'T RECEIVED A CALL AND WHEN I TRIED TO CONTACT THEM I WAS HUNG UP ON TWICE AND THEY REFUSED TO GIVE ME THEIR NAME (A RATCHET LADY WHO ANSWERED THE PHONE)AND ON THE THIRD CALL SPOKE WITH A RUDE MAN NAMED PATRICK WHO WAS VERY RUDE AS WELL AND SAID THE LADY DIDN'T HAVE TO GIVE HER NAME. SO I MADE IT A POINT TO TURN AROUND AND GO BACK TO THE HOTEL TO SPEAK WITH A MANAGER ONLY TO GET THERE AND THE GUY WAS STILL RUDE AND SAID HE TRIED CALLING THE GM-VIMAL DESAI AND HE SAID HE WOULD NOT GIVE ANY REFUND ON THE INFESTED ROOM UNTIL HE SENDS PEST CONTROL OUT AND THEY DETERMINE IF IT WAS BED BUGS THAT I GOT BITTEN BY... ARE YOU SERIOUS DUDE! I HAVE PICTURE AND EVIDENCE BUT YET YOU ARE STILL ISSUING OUT THAT INFESTED ROOM AND OTHER PEOPLE ARE SLEEPING ON THOSE INFESTED BEDS. THEN WHEN TRYING TO SPEAK WITH HOTEL.COM ON THIS THEY ONLY WANTED TO OFFER A 50.00 HOTEL CREDIT WHICH I NEVER WANT TO USE OR WILL USE AND NOT GIVE ME BACK MY MONEY. I WILL BE SEEKING AN ATTORNEY IN THIS AND ALL PARTIES SHOULD BE HELD RESPONSIBLE. WHY NOT SAY MAAM I'M SORRY LET ME COMPENSATE YOU OR ANYTHING THING BUT A SLAP IN THE FACE TO SAY OHH THERE'S NOTHING WE CAN DO SINCE YOU BOOKED THE HOTEL THROUGH HOTEL.COM... OMGEEE AND 2 SLAPS IN THE FACE TO BE GIVEN A VOUCHER FOR LATER USE AND NOT THE RETURN OF MY FUNDS I JUST SPEND ON AN INFESTED ROOM! SO PISSED PLEASE DONT USE THIS WEBSITE OR STAY AT CLARION INN AND SUITES IN SAVANNAH OFF GATEWAY. YOU WILL REGRET IT SERIOUSLY.