Hotels.com

This is how I got scammed out of $1000 from hotels.com: I called the legit hotels.com phone number to book a vacation, the lady said let me connect you... this is were the scam is... the girl that answered is a legit worker there that is running a scam with other people, she somehow connected me to another hotels.com "worker", but he was in he scam with her. I told him the vacation i wanted to book and he said he can give better prices if i use a hotels.com give card, about $300 off. I had him give all my hotels.com info to me over the phone from my account so I could confirm this was legit, he had everything, even my credit card he recited, so I knew it was legit. He gave me a number to call back with the gift card. I got to the store and Hotels.com did not have a physical gift care, only e-gift card for hotels.com He said, "just buy $1000 in google gift cards, they can be used also. So i did, I called him back at his number and he answered, customer support at hotels.com. I gave him the $1000 in gift cards to pay for the vacation. I called hotels.com to confirm it all because i didn't get an email, they said nothing has been booked. Basically what happened is the girl connected me somehow to her friend who took the gift card info and of course nothing was booked. They don't even take that type of payment. I said they must be able to track my first call and hotels.com said they have call centers all over, even in foreign countries so there is no way they could track that one call unless something was actually booked to my account, but of course nothing was, the employee just stole the gift cards. Hotels.com wont do anything about it, not even any sort of credit. I feel like such an idiot, I absolutely never fall for scams, but this was a legit hotels.com employee. My next move is to contact my credit card company to see if they will refund my $1000 since I was scammed. I just called the scam call back number again and they still answer saying they are booking at hotels.com. When i start saying they scammed me then I get they yelling profanities at me about my mom and what they will do to her and that they are tracking me and will kill my family. Beware! Since hotels.com seems to be doing nothing about this even though I spent 6 hours on the phone with them today with no resolve, i will never book through them again.

I am a regular Hotels.com user and I will NEVER use them again BEWARE

We used Hotels.com to plan stays for our trip to Russia, Belarus, Lithuania, Latvia & Estonia. When I found out that one of the hotels booked was far below the standards of a hotel you would want to stay in, I went online to cancel (we were within the cancellation period). Unfortunately, Hotels.com "Your Bookings" area of the website was down. I proceeded to use chat to try and cancel. The representative on the chat told me that section was down for them as well and that I would need to call later to cancel, but that our request was logged in the chat. I went back into Hotels.com and booked the correct hotel and moved on.

When I called back to cancel I was told that it was outside the cancelation policy and that Hotels.com would call the hotel and see if it would be ok, to which the hotel rightfully said no. Hotels.com told me there was no record of their site ever being down, or of me having a chat, but that when I was back in the US I could call up and have them look into it.

Back in the US, I called to request the refund. I was again told that their site was never down, and that the hotel said no, so I was out of luck. After some arguing about this, the representative said "let me get my manager". After a brief hold, the manager got on the phone with the exact same voice as the rep and stated that he would take the confirmation number from the reservation and have their investigations team search the chat logs from that day and find my conversation, and that Hotels.com would get back to me in 24-48 hours.

4 weeks later and still nothing. I called again and was told all the same stuff that their site wasn't down and the hotel said no to the refund. I asked them to escalate the call more than 10 times during the 45-minute call, which never happened, though I was placed on mute for 10 minutes without notice before being told that their site was never down and I was wrong. Finally, after more arguing, the rep said they would get their manager again, they had the exact same voice as the rep, so I'm thinking there is no such thing as a manager, but rather a really shady policy for customer service. The manager proceeded to ask me full details about what happened, then hung up on me.

I booked a two night stay and then noticed on booking.com that the price was cheaper. I took a screenshot which showed the hotel name, room size, price, and dates. I emailed it to them... Hotels.com sent me an email first stating that they are sorry for the delay in getting back to me. (It was a day and a half later.) As we all know, prices change daily on these sites and customer service reps should be on the ball and look up info immediately if they plan on dismissing screenshots as proofs. I received an email stating that they could not verify the booking so therefore they cannot price match. What else could they possibly have needed to verify? I sent a screen shot. All information needed was on the screenshot. I wrote back, "are you kidding me?" They kept sending me responses that were canned saying the same exact thing and directed me to their facts page which had nothing on there that would make me think that my price would not be matched. I provided all info. I asked a direct question like what was not verified? Again a canned response with no exact reason just sorry for the delayed response but we cannot verify the booking. Every day they apologize for contacting me late. That in itself is a customer service issue... why would a canned response start with "I apologize"? I

They have no intention on matching price. I see from other posts that people have experienced the same thing. This Company says anything to get you to their site but there was never any intent to back up anything Customer Service related. Such a big company should have people immediately answering emails and verifying prices. I had a similar situation with Kayak.com... booked with them but later found a cheaper price. They immediately refunded the price difference after I sent them a screenshot. Good job Kayak! My advice to all of you is to use kayak.com or booking.com.

One June 8th my son was involved in a terrible bus crash in Atlanta. I made reservations with Hotels.com near the hospital where my son was being cared for. I requested two beds and when we got to the hotel Best Western only had single King rooms. I told them we couldn't stay there since my son was injured and we had three people. We went to find a new room. I tried to get my money back. Here is the excerpt from hotels.com. I will never use them again.

Ruby: Hi, my name is Ruby.
Ruby: Hi, Dawn.
Ruby: How can I help you with your billing concern?
Me: On Thursday the 8th of June my son was involved in a serious bus accident in Atlanta. We had to rush over there and before I went I used hotels.com to reserve a hotel near his hospital. I needed two beds because he was injured. When we finally got to the hotel after midnight I was told the room only had a single king and there no rooms available with two beds. I had to find another room late at night. I am requesting the money I spent on the Best Western hotel room be reimbused to me.
Ruby: I'm sorry to hear about your son. I can see the details you entered. Give me just a moment to pull up your booking.
Me: We never checked in to the hotel
Me: Best Western Hotel
Ruby: Thanks for the details. Please bear with me.
Ruby: I need to call the hotel. Would you mind waiting for 5 minutes? If it takes longer than that, I'll let you know.
Me: OK
Ruby: Thanks.
Ruby: Just to let you know, I'm still speaking with the hotel. Thanks for waiting.
Ruby: Thanks for waiting.
Ruby: I'm sorry. Ive called the hotel to get refund approval, unfortunately Hotels.com were not able to grant our refund request.
Me: If you cannot grant me a refund I need to speak with your manager. I was not given the room I requested, I did not stay at the hotel and I want a refund.
Ruby: They are claiming that you informed them that you will cancel your booking but you were unable to do so. As much as I want to process your refund request, however, I am unable to do so as the hotel is firm in imposing their policy.
Me: They told me I needed to go through you
Ruby: Let me go ahead and look for another option here.
Ruby: Pleas bear with me.
Me: I called hotels.com right after I got off. My son had just been through a traumatic accident. Hotels.com put me on hold for over 10 minutes. I needed to find another hotel so we could spend the night.
Ruby: I understand how you feel right now and I appreciate your situation. Please stay on the line while I'm looking for another option here.
Me: http://abcnews.go.com/US/wireStory/latest-alabama-girl-17-killed-georgia-bus-cra...⇄ /> Me: Here is the information on the bus crash.
Ruby: I understand and I'm sorry to hear about your son's accident.
Me: I appreciate your understanding but that is not why I am on this chat. I am on this chat to get a refund for a service that was not given.
Ruby: Please bear with me while I'm addressing your concern.
Ruby: Thanks for waiting.
Ruby: I'm sorry. I've exhausted all efforts to process your request. However, please understand that the hotel is imposing their policy. Even though we could not get refund approval, I would like to offer you a coupon 80 USD for a future booking with us.
Me: I want to speak to your manager
Ruby: I understand that you would like to speak with someone else, however, they will have the same tools and same information as I have regarding your reservation. Any person assisting you would only be able to do the same things that I am doing for you.
Me: Send me an email stating that fact. I will working through my credit card company. I will not be paying this bill, I will make sure and let others that are thinking about using hotels.com know what kind of service you offer, and I will never use hotels.com again.
Ruby: I'm sorry. I do not have the capability to email you with your request. As much as I want to process your request, however, I am unable to do so. Please be advised that your booking was already non-refundable and it was agreed upon booking. If one of our customers has an unsatisfactory experience during their trip, we want to take the appropriate action. We encourage our customers to contact us from the hotel if the accommodations are not satisfactory upon arrival. This enables us to attempt to find a resolution at that time.
Ruby: I understand your frustration and I apologize that I'm not able to resolve this issue to your satisfaction.
Ruby: I'm sorry I couldn't help you. Thanks for getting in touch.

On August 4,2014, I noticed a charge from hotels.com on my Mastercard account dated July 25,2014. The morning before, July 24,2014, I had been looking for a hotel reservation on hotels.com for Birmingham, Alabama for July 28 – 31,2014 at the Hampton Tutwiler. I did not receive a confirmation email, so I called the Hotels.com customer service number, *******122, at 10:14 a.m., and spoke to a gentleman. This person was given both my telephone number and my credit card. He said he could not find a reservation for me. Therefore, I understood that no reservation was made for the Hampton Tutwiler. He also asked if I would like to make one then reinforcing the fact that I DID NOT MAKE A RESERVATION WITH YOUR COMPANY. I did not have the time to redo the reservation at the time and said I would do it on-line later. I did not. Since hotels.com has told me Hotels.com have recorded every conversation they have had with me. This telephone call should have been documented as well.
When I called the customer service at hotels.com on August 4,2014, I spoke to a woman named Sharon. She told me I gave another email address, *******@ol.com. That is why I never got an email confirmation. Ol.com is not an email service. Hotels.com's email server should have received an "undelivered email" notice. They did have my cell phone number. I did not receive a phone call or text confirming my reservation. That is why I called them to see what the problem was on July 24,2014.
Sharon said she would call the hotel to see if the reservation was used. When she returned to the phone, she told me that she spoke to the hotel's front desk manager. The manager said the reservation was used. So, I called the hotel while the hotels.com representative put me hold to get her manager. I spoke to Jody Thrash. Ms. Thrash told me Hampton requires all guests give a credit card with each stay. This reservation did not list a credit card number, therefore, no one stayed. Ms. Thrash also said it was Hampton Inn's policy to hold the room if the guest had not shown up by 12:00 A.M. The hotels.com manager returned to the line. I asked him to wait a minute while I spoke to the Hampton. He put me on hold again for 30 minutes, then hung up.
I called the Hotels.com customer service line again and was put on hold for another 14 minutes. I tried the "chat" option on-line. Marciel could not help me because she could not find a confirmation number and could not ask for my credit card number. I called the customer service line again. Hold time was 20 minutes. I spoke to David relaying the dilemma again. He put me on hold AGAIN for 9 minutes, so I could speak to his manager. His manager answered the phone, listened to my problem, asked for my confirmation number (which I had already told him repeatedly that I never got), and put me on hold to check the situation. This time for an additional 30+ minutes. The line was dropped AGAIN.
I called again (FOURTH TIME). On hold time was 10 minutes, so I tried the other option of having them call me back. The recording said they would call back in 9 to 14 minutes. It to 39 minutes. When (believe it or not) Sharon called me back. She put me on hold and hung up.
I called back. Then, I tried the called back option AGAIN. I scheduled a call back at 11:00 PM. I received two return calls at 1:00 a.m. The second call I answered. I hung up after staying on hold for two minutes.
On August 5, I called hotels.com and spoke to Jamie. I retold my dispute. She called the hotel, Hampton Inn Tutwiler. The front desk manager, Wendy Tate, told Jamie that someone stayed in the room using the reservation. I called Hampton Inn on another phone with Jamie holding on my phone. I spoke to Wendy. She said someone did use the room and checked out early per housekeeping. Although, she could not give me any details as to how the early check-out occurred or the name of the person who used the "reservation" listed under my name. I asked if they took a credit card number. Ms. Tate said since it was a third party transaction, Hampton Inn does not need one. I asked if a photo I. D was given at the check-in time. Ms. Tate said they did not require a photo I.D. for check-in. Wendy said she would further research this incident by conferring with housekeeping. As of August 8,2014, Ms. Tate has not informed of her research's results.
I, then, asked for Hotels.com's corporate office telephone number. Jamie said she was not authorized to give that information to me. I asked to speak to her supervisor.
After being on hold for another ten minutes, Susan A. (refused to give me her full name) came on the phone. She reviewed the situation with me again. She told me I should have telephoned Hampton Inn on July 25th not Hotels. Com to confirm the reservation even though the reservation was made with Hotels. Com. She did offer a one time deal of $100.00 refunded to my credit card. I did not accept this offer. I asked her for the corporate office's telephone number. She refused, but gave their physical address instead. I will be sending them a copy of this letter, as well.
On August 8,2014, I made an inquiry to Hilton regarding their check in and check-out procedures via email. An email response was given by the Sales Manager of the Tutwiler, Roxanne Osborne. She confirmed the hotel's policy: "Our hotel policies requires that each guest that occupies a guestroom present a valid government issued ID and a valid credit or debit card that will authorize for the full anticipated amount of your stay." I replied with a request to investigate why the hotels.com reservation was used without either of the two check-in requirement per Wendy Tate. She replied she would investigate and return my email as soon as possible. On August 12,2014, Ms. Tate replies that per the housekeeping department, no physical evidence of my presence was found during July 28 – 31. The correspondence is included with this letter.
On August 11,2014 I notice another unauthorized transaction from hotels.com again. A refund of $100 was applied to my credit card which was NOT agreed upon by me in any way. I called the customer service line again. Hold time this was an estimated 3 – 5 minutes. However, I remained on hold for 18 minutes. Finally, Jay answered. I reviewed the situation with him. I asked him to remove the unauthorized refund from my account. I asked if the call was being recorded. He said that it was, as all customer service calls were. I made the statement again that I I not agree to accept the refund as settlement in this dispute. I then hung up the phone.
Please review the call made on July 24,2014, at 10:14.
I have filed a dispute claim with my credit card company, Comenity Bank.

Well I needed to change the dates of an upcoming stay I booked with Hotels.com. When I attempted to make the change on-line two before my stay, I get a message "Oops there most be a problem, please call us". Well I did and was told by the associate Hotels.com did not understand why my request could not be completed. So the representative tells me he has changed the date to what I requested and nothing would be billed to my debit card until I present it in person at the hotel. Well a family member directed me to another hotel with a much better price and interestingly, I also was quoted a better price with the original hotel I booked through with hotels.com. So the next morning, 40 hours before my stay at the original hotel, I decided to cancel with Hotels.com, well before the 24 hour free cancellation policy. Later that morning when I am checking my bank account, I notice a $448.00 pending charge to the original hotel I booked through hotels.com. I called hotels.com immediately and after a run around, I was advised the hotel ran the card, not hotels.com. I then pointed out to hotels.com, I only provided my card to them, not the hotel and demanded a release of my money immediately. Keep in mind this two days before I was even to check in at the hotel. This started a 5 day nightmare with hotels.com. When my money wasn't released the next day I called back twice and was advised I needed to contact the hotel. I called the hotel who absolutely denied ever running card and directly pointed the finger at hotels.com. So I call hotels.com back and NOW I am told Hotels.com, did run my card and when I asked why I have been lied to from day 1. There was only " I am sorry". Now mind you I have not mentioned I called at least 8 times during my 5 days this took place and two other calls with the hotel. I demanded money be released and nothing. I then asked for a supervisor the following day "day 4" and this supervisor who identified herself as "Jelly" told me I should have read the disclaimer. When I asked if that meant Hotels.com ran my card after initially telling me they did not with 3 different associates, she replied she is sorry and I should have read the disclaimer. My money was released to me the day after what should have been my original check out date with the hotel I booked with Hotels.com. Regardless I was unable to access this money while on vacation and Hotels.com had 3 associates tell me they did not run my card, two that said they did, while a supervisor named Jelly told me I should read the disclaimer. Someone lied to me and I will never use on line website again and will deal directly with the hotels.

Horrible! Horrible! Horrible! Stopped in Northern Tenn. To eat dinner at Cracker Barrel with my 11-year-old son on the way to a baseball tournament in Panama City, Fl. (I had the open faced roast beef sandwich, it was excellent). Got on my Iphone and booked a room south of Huntsville, Ala. On Hotels.com at the La Quinta Inn in Cullman, Ala. Approximately 45 minutes later an employee from the hotel calls to say he doesn't have any rooms and he doesn't know why Hotels.com booked the room--it's their fault--and there's nothing he can do. He throws out a couple of local options that might have rooms, but doesn't offer to call and check himself. Remember, I'm on the road now with a kid sleepy from a belly full of chicken and dumplings, so I'm not excited about stopping or trying to rebook while driving. Fortunately I was able to call my wife back in Louisville and she finds us a room. I then call Hotels.com to express my dissatisfaction and the call center operator, "Emma," blames the hotel for not providing Hotels.com with an updated inventory--it's their fault. I asked Emma to explain the "Guarantee" on the confirmation. She has no explanation and, god bless her, no matter how hard I tried Emma stayed on the angry customer script like a Tony Award winning Thespian. Even though I told Emma I'd already booked a room, she did her best to pass me on to rebooking. Emma indicated I'd be refunded the charges to my credit card with "no cancellation fees." No fees! Well bully for me! Now, more than a week later no refund. I call Hotels.com and "Rubin" tells me their computer system is down and I'll need to call back "within" four hours. I asked if he meant "after" four hours and Rubin replies "yes, within four hours." I then requested that someone call me back, after all it's a call center, and Hotels.com kinda screwed up. Rubin indicated "no" that wasn't possible as his shift was bout to end. I then asked if he could leave a message for the next rep to call me? Rubin doesn't do messages and he made it clear that call backs weren't possible at Hotels.com "call center." Evidently there are no buttons on the phones. Rubin suggested I call Capital One, that perhaps the bank had simply failed to credit my account after eight days. I indicated that between my recent experiences with Capital One and Hotels.com, I had much greater confidence that it was the later's error. At that point Rubin and I decided to go our separate ways, after all his shift was about to end and I still needed to call hotels.com back "within" four hours.

I used Hotels.com for years without any issues, but also without any contact with customer service. That ended last weekend in Portland, when I booked Century Hotel in OR through Hotels.com for $229 at 9:15pm. Received the confirmation email, saying your room is guaranteed with your credit card.

On vacation and out and about all day so phone was at 3% when I booked and received the email, then phone died. Got to the hotel at 11:30 pm (2 hours later), and the hotel tells me, sorry you don't have a room anymore. The payment didn't go through, we tried to call you. Odd, I've been using the card all weekend. Furious, dead tired, have to find a hotel yet and have to get up at 5am. Search hotels.com again, and nothing below $350 for similar hotel now, which is hard to swallow for less than 5 hours at a hotel.

Ended up at a dump for $200 with a hole in bathroom ceiling and stains all over the carpet and furniture. Also need 2 queens and all Hotels.com had was 1 room and it was a King.

After a full day of activities the next day and a red-eye flight home. I contact Hotels.com, thinking surely they will do something. I use to work in the hotel business before the booking apps began. If you had a guaranteed reservation, the hotel, either had to give you a room, or pay for you to stay somewhere else.

Hotels.com customer service only believe what Century Hotel told them. I told them, the card was not declined, I called my credit card company and there were NO charges from Century Hotel and NO charges that were declined that night. I believe Century Hotel knew they could get $100 more for the room or overbooked and sold my room to someone else. They had no vested interest in me, since I booked through Hotels.com

I realize I am not out any money. It was the false assurance of a guaranteed room at a 3* hotel that looked amazing and had great reviews. The ordeal to find another hotel in the area at 11:30pm and driving 2 hours around the Portland area that I feel a guarantee should mean something, and if that is broken, some kind of compensation should be used like the airlines do. I asked Hotels.com to give me credit for a few stays to get me closer to a free night stay, or make Century Hotel pay for my hotel room I had to get. All I got was 'we are sorry, you didn't get charged, and there is nothing we can do'. They called the hotel, who told them, my credit card was declined, I asked if they had proof of the credit card being declined, and they did not, just the word of the person at the front desk. They said they believe the hotel, over me and proof from my credit card company.

Last evening I made a reservation for 2 rooms for 4 nights on hotels.com. The online form asked me for my email address and password which I assumed automatically signed me on to my hotels.com account.
I then booked another hotel on the hotels.com noted that the first reservation was not on my account to accrue an extra reward night. I proceeded to book the exact reservation again on hotels.com. I then went to the original reservation to cancel it and was alerted that I had to cancel each room separately and would be charged a cancellation fee of $76.59 for each room.
I proceeded to call customer service for hotels.com on the phone and the representative hung up on me. I called them back a second time and after insisting to speak to a supervisor, she also hung up on me. Prior to both hang ups I was told: 1) I was not signed on to my account for the first reservation 2) there was nothing Hotels.com can do about the penalty as it was from the hotel not hotels.com.
I reviewed the confirmation email of several pages that was very unclear. Only after re-reading it several times, could I locate in fine print, at the very end of the email confirmation it states: If you change or cancel your booking after 6:00 PM, 07/06/18 ((GMT-05:00) Eastern Time (US & Canada)) you will be charged for 1 night (including tax) If you change or cancel your booking on or before 6:00 PM, 07/06/18 ((GMT-05:00) Eastern Time (US & Canada)) you will be charged for 1 night (including tax). I called hotels.com a third time and requested a mailing or email address to file my complaint with the company. I was told they do not have a mailing address and was given the bogus email *******@hotels.com which sent an automatic reply that that email was defunct and unmonitored.
In summary, hotels.com online reservations are vague and confusing. I was totally clueless that when I could not find the first reservation on my account that it was in a second account that held the same email and password. That was only reason I booked the exact same rooms a second time. Now I am charging a penalty of $160 to cancel the double booking and hotels.com REFUSES TO ASSUME RESPONSIBILITY OR EVEN HELP. Instead hey hang up after giving me a scripted excuse for what happened.

On November 27,2020 I went on-line to secure lodgings for family members who would be in our community for a small reunion January 4th - January 11th, 2021. I found a 4 bedroom, 3 bathroom home, with pool, on a saltwater canal. I secured the reservation with a non-refundable deposit. On December 31st my Wife passes away. This is now a family gathering for a funeral.
On January 3rd I called the property management company to obtain access keys to the property, at which time I was informed by the Manager that Hotels.com had no record of my reservation and did not do business with Hotels.com. Upon disconnecting from that telephone call I dialed Customer Service at Hotels.com.
My first Hotels.com conversation was at 4:45pm on January 3rd, 2021. She informed me that all Customer Satisfaction Supervisors were busy and that one would return my call automatically.
At 5:51pm on January 4th, 2021 I placed a second call to Hotels.com. The representative informed me that I had, in fact, been charged twice by Hotels.com for this reservation, both at my booking and a second time on January 4th, 2021 when I cancelled the booking. I pointed out to him that I didn't cancel anything and that it is reasonable to assume that I couldn't cancel a reservation that did not exist in the first place. I explained that Hotels.com has a duty to furnish me with in-kind accommodations (meaning 4 bedrooms, 3 bathroom and a pleasant view that Hotels.com had no standing to make to begin with and that I am suffering on-going damages by not having accommodations for my family members arriving that same day. The representative then informs me that he will place me on "hold" so that he can secure like accommodations.
Adrian returns to the phone and inquires if one room would be satisfactory. I reminded him the "lost" accommodations were for 4 bedroom, 3 baths and with a pool. He places me on hold again and returns to the private telephone conversation with a Marriott Hotel. He reconnects with me and then connects me with the Reservation Desk to book 2 rooms having double beds (his solution to my 4 bedroom issue). The representative informs me that a Customer Satisfaction Supervisor will return a call to me as soon as they are able to finish discussing these issues. This conversation ends at 9:43pm. No call is ever received from any Customer Satisfaction Supervisor.
Following my conversations I return to the Hotels.com website to print copies of the reservation and cancellation records alluded to by Hotels.com employees. All records of my previous bookings now omit the original reservation entirely. I then look at my existing reservations and again all record of my booking are missing
A few days later I receive an email showing reservations with the Marriott for 2 rooms, January 4th - 11th, 2021 totaling $3,381.58.
No "good-faith" effort was ever made on my behalf, nor has any compensation been offered. I have still not received a telephone call from Hotels.com Customer Satisfaction.

I have booked a non-refundable room with hotels.com ( conf nr *******507899) on 03/01/21 for 10-14/06/21. Facility has informed me in Spanish via hotels.com; Hotels.com won`t be open for the mentioned timeline, but if I confirm, they can move me to a partner facility. I said ok, but I didn`t get an answer, then I have rewritten in Spanish again, but still no answer, then I have applied to hotels.com customer service via chat, and asked them to help with the confirmation process, but the agent( name Yara) couldn`t manage to reach to the hotel via phone, then send an email then told me to wait for 48 hours, after that period, I`ll get an update.

After 4 weeks there was nothing. I have decided to cancel the booking because it was a ghost business, which cannot be reached. I have chatted with a customer service agent( Iman) on 13/04/21. He still couldn`t reach then told me to wait for 48 hours, I said ok. By the way, every chat takes more than 30 minutes, because I had to re-explain everything from zero...

And still no response/feedback! On 18/04, again chat with Jem, who has cancelled the reservation without confirmation, and told me that reservation was non-refundable. I explained three times to him, if I accept the non-refund, then I could simply do no-show or cancel via website, but problem is, that hotels.com has sold ghost facility(close facility) and don`t accept the responsibility, cannot solve the problem. Then he told me, he`ll try to solve it, please wait, after 13 minutes, he has cut the chat line...

I have called call center from Germany to US, talked with Sara (30 min 25 seconds), who told me sorry and opened a ticket, and they will definitely inform me in 48 hours, and sent following email.

"Hello Barbaros Yuksel,

Thanks for contacting Hotels.com,

We apologize for the Unconfirmed Cancellation of your Reservation, but rest assured that one of our team will contact the Hotel directly to Request a Full Refund.

According to the policy of your reservation, your reservation is non-refundable and inside penalty. Most refunds take 48 hours and some refunds could take a bit longer, depending on the Hotel's approval.

Just to inform you also that this Refund request is not yet guaranteed and subject for Approval. You'll be Receiving an update from one of our team regarding about the update within 48 to 72 hours.

Thanks for choosing {brand}.

Sincerely,

Sara
Hotels.com Customer Support Team"

And no success, I have called again on 22/04, and talked for (23 min 41 seconds), the agent told me, he opened a ticket, and will be informed in 48 hours...

Problem is simple!

*I have a non-refundable reservation between 10-14/06
*Hotel is closed for mentioned dates
*Hotels.com has sold me the facility/reservation, which exist or not, nobody cannot reach them!
*Hotels.com has cancelled my reservation as nun-refundable without confirmation
*Hotels.com don`t want to refund my money, but why is this my problem? I don`t even know the facility!

I want my refund!

On 19/2/2020 we confirmed our reservation at the ΄΄KALKEN '' hotel, in El Calafate, Argentina, via hotels.com. However, due to the unprecedented situation with the coronavirus and our canceled flights, we had to cancel our entire trip.
After contacting the HOTEL KALKEN ' by phone and via email, it confirmed to us, orally and in writing (the relevant email is attached), on 16/3/2020, the free cancellation of our room, although the booking conditions were non-refundable.
The written and oral confirmation from the hotel for the free cancellation of our reservation, combined with the fact that the use of the coupon for a long time is and will remain prohibitive, as well as that the reorganization of such a long trip can not be done imperative in order to receive our money back, lead to the conclusion that the only acceptable and fair solution is the return of our money.
This coupon is not a solution for us and implies the loss of our money, without the provision of services and without of course, our own fault. It is not possible for the customer to bear all the responsibility for the cancelled flights and the problems that arose due to the pandemic, and the agencies, taking advantage of the situation, not to refund money from the non-provision of services, providing as an alternative, impossible solutions.
Having organized such a long trip and cooperated with airbnb and booking, we did not face any problem in our refunds, as this is an unprecedented situation, which no one had predicted, nor is it responsible for it, nor was it able to managed, and which was perceived, by these agencies, in their honor and for impeccable service, to all their clients.
Moreover, It is illegal to be denied to have our money back since it was not our fault and nothing was cancelled by our side and trying to make a balance with a useless coupon.
It was denied to travel, hotels were closed and there was no possibility to arrive to our destination.
Booking and airbnb have fully re compensated us in accordance with hotels for non refundable cases.
It is your duty to come in contact with hotel kalken and help us to get our refund.
Moreover, i hereby attached you again their confirmation in writing about free cancellation of our booking, having hotel's free cancellation in writing, we doubt about your attempts to get our money back and procedure followed.
Awaiting to have an official answer by hotels.com and making all necessary arrangements yo get our money back.

Best regards
Kalliopi Kechri

Its taken me a couple weeks to be able to write this review due to being too upset. My wife and I are or now shall I say were loyal customers of Hotels.com. Now I would not use them if Hotels.com paid me. Nor will anyone in my family or circle of friends after what transpired. My wife booked our hotel months in advance so we could spend Christmas with our children so as to start a new family tradition. We paid for the hotel room at that time and began counting down the days to the magical vacation. We had saved and saved to ensure we got a great hotel and have the best experience we could have and give to our kids. We couldn't wait to get to the amazing hotel. Ok months later it's time the magical day is here we drive 14 hours and pull up to a destroyed broken down closed hotel that is under complete renovation. Luckily the property manager was in the office still and was in shock to see all of us standing there bags in hand tears in eyes. He informed us that hotels.com was supposed to inform us of the shutdown and refund or relocate our stay. Well neither was done not one email or letter or phone call. The property manager felt bad so he called over to the sister property and acquired us a room there to which at that time we were thankful but that was short lived. He talked up the place he was sending us said was completely renovated nice rooms great views. We paid good money for a mountain view 2 story room with a fireplace and just the works. We pull up The Lodge at Mill Creek to a run down bug infested, urine smelling, dirty sheets and dirty room with paint coming off walls. I could not believe how disgusting this place was. My wife called and this is the Day before Christmas mind you in a very busy town of Tennessee. My wife calls hotels.com and let them know what was going on and I could not believe the lack of customer service and how insensitive they were about their error. They kept passing the blame on to the hotel and even us at one point. The hotel it self stated hotels.com was aware of the renovations going on and sent out emails letting all guests know they were closed. Time and time again the service rep from hotels.com said it's the hotels fault for not telling them but I have a hard time believing that for a couple reasons. One, there were no other people showing up and at thg that time of year this place would have been booked so if hotels.com did not know and were still booking for them were are all the other guests. Secondly after speaking to several different people they finally did inform us yes the hotel was closed. REALLY... At this point I'm upset my wife is in tears and they are doing nothing to help us. One rep said we will put what you paid towards another hotel. I'm sorry I paid for this months in advance to get the best possible deal and now it's the day before Christmas every hotel is 3 times that price now. I am completely disappointed and disgusted with the hotel and Hotels.com. Something needs to be fixed here you ruined our entire family vacation.

I am emailing you all as a loyal but very dissatisfied customer of Hotels.com. I have Booked all my hotels via their service for over 8 years has been a great experience until now. On 4/3/14 at 11.02am Brisbane Australia time I called to book the Outrigger Reef On The Beach from the 10/6/14 - 22/6/14 and spoke to a customer service rep about my booking.

The rep was polite at the start but doesn't understand the hotel I was looking into booking, I had to spell this out. The rep then looked into the price, I informed him that the Hotels.com app had a 10% off voucher and was coming up at $2998. 30 but he could only get a price of $3331 and informed me that " the app your using has hidden charges that Hotels.com don't tell you about" but he would bring the hotel and the dates up.

I asked what the hidden charges are as this cant be right, he said they do have hidden charges... no explanation... i knew that was rubbish, I have used this before. I informed him as well that Expedia had the same hotel for $3090. Within minutes he has authorisation to price match this and proceeded to tell me the discount I would get back on my card, I informed him that I hadn't booked any thing yet so I'm not sure how you refund me if I haven't booked yet.

I then informed the rep that it was cheaper to book it via the Hotels.com app as it was still over $90 cheaper than he was giving me.

He then to my amazement informed me that I would have to cancel the booking if i needed to with the hotel directly if I used the Hotels.com App and he again was pushing for me to book Over the phone with him. I clearly informed him that the information regarding the dealing direct with the Hotel to cancel was incorrect and that he was trying to con me into booking with him.

The policy quite clearly states it has a cancellation up until the 7/6/14. I pressed the issue to which he knew he was clearly wrong in the tactics he has used. He then tried back tracking which he dug himself deeper! Just saying ahhhh, I meant this and ahhh I think you miss understood. There is nothing to misunderstand that you are trying to rip me off!

I asked to speak to his manager and told him that if he hung up I would just keep calling back to report him. Prateesh, his manager... I think, could be a friend, came on the phone and seemed concerned but did very little to rectify the issue except give me a FALSE email address to formally complain too. Good tactics guys, but I'm way ahead of you and have contacted many source's over this scam!.

I would like to know after all my loyal years of using this website and the Hotels.com services that I am to be treated like an idiot thinking that what the rep says is the truth. I informed the rep that I would be letting everyone on the Internet know the new tactics Hotels.com staff are using which are clearly illegal, deceiving and very unprofessional.

I would asked for a response from Hotels.com to my concerns and formal complaint, asking that you listen to the conversation that we had, its a real eye opener to see how loyal customers are treated and hope to have the wool pulled over there eyes. It sickens me to know that this rep could be doing this to many other customers and be getting a away with it or is this how they are trained?

Yes you guessed it, Hotels.com haven't replied to my concerns so I guess they are happy for the sales team to use these tactics as long as they get the sale. Well I'm here to tell you that you have lost my loyalty and I will let everyone I know about the Hotels.com deceptive ways of trading

I was really looking forward to see how they dealt with this claim and if they really would listen to the tapes and action this injustice. I guess they are just another company trying everything to make money the illegal way.

I found my experience with hotels.com so traumatic that I shall NEVER use them again. It has taken me quite a while to recover and put my experience in writing in the hopes that the senior management of Hotels.com owners, Expedia inc, see how horrific and painful their "customer service" experience really is. I booked a hotel in Newport to attend a conference via Hotels.com and my booking was confirmed that same afternoon. It wasn't until i received an email from a completely different address (reservation services) that I almost overlooked, on the Friday night prior to my heading out there, that informed me Hotels.com could no longer honor my booking. Hence began the nightmare! Knowing full well that almost every hotel in the town would be fully booked, especially at a reasonable price, I was understandably concerned about where I will stay. They offered to find me a comparable stay at another hotel but they themselves realized how the prices became excessively expensive due to the lack of supply and almost complete demand. I subsequently called Customer service approx 50 times... each time, having to listen to recorded statements and hold for hours till a service rep would answer... many times these calls dropped and I would have to repeat the process again and again. I also sent 30 emails requesting someone get back to me and NO ONE did! I received confirmation of their receipt of my email but NO RESPONSE or assistance in finding me another hotel. I spent the whole weekend dealing with this nightmare even as my phone died... I personally made calls to hotels and went out of my way to secure a good rate at an alternate hotel and wanted Hotel.Com to book it for me as they had promised they would do given the last minute cancellation on a booking that was originally honored by them. It took me 5 hours of non stop calls on the last day to finally secure a place to stay... this is after so much stress and perhaps 30 hours of phone time with the most inept customer service team to ever exist. On top of this most distressing experience they charged my credit card. I highly recommend avoiding the pain, distress, emotional and physical frustration, loss of voice for making all these calls to any future clients. They reneged on a booking and reneged on their promise to find me alternative accommodation. I was without a place to stay on arrival and NO ONE returned my calls and emails while I was out in Newport. On top of it all, they charged my card. I am still waiting on an apology from Management and hope to speak to the CEO personally to highlight the serious flaws that exist within this organization. Hotels Tonight is far more preferable.

I booked a stay at the Tweelwonen Kaagresort through Hotels.com on 6/25/15 and received a confirmation email from both parties the same day. On 8/12/15 I received an email from Tweelwonen Kaagresort stating that my reservation had been canceled. I called the resort that day and the individual that I spoke with informed me that someone else had already booked the apartment before I had, and that was the reason Hotels.com canceled my reservation. I asked how I was able to book, and pay in full, for an apartment that was unavailable and was informed it was "a computer glitch". I informed this individual that my credit card had already been charged the full amount of $1033. 82 and that I expected a full refund. He stated that that would not be a problem and my money would be refunded within seven business days. On 8/24/15 (eight business days later), I had not received any refund and attempted to contact Tweelwonen Kaagresort. I was unable to get anyone to answer the phone and there were no voicemail services. I then contacted the billing department at Hotels.com. I related the above information to the billing representative who then placed me on hold while he tried to contact Tweelwonen Kaagresort to verify their cancellation. He was also unable to get anyone to answer at the resort and told me that he was forwarding the information to the accounting department. The representative said that someone from the accounting department would contact me within 72 business hours to resolve the issue. On 8/27/15 (72 business hours later) I still had not received my refund and had not been contacted by anyone at Hotels.com. I again called the billing department at Hotels.com and again related all of the above information to the representative. She placed me on hold while attempting to contact Tweelwonen Kaagresort, again to no avail. She stated that she would forward all of the information to the accounting department for resolution and that I would be contacted in no more that 72 business hours. When I informed her that this is exactly what the last representative told me, 3 days ago, she assured me that someone would "definitely" contact me within the next 72 business hours. She also stated that she was going to cancel my reservation in the Hotels.com system so that I could be refunded 50% of my money. I expressed my concern that I feared if she canceled my reservation I would never receive the other 50% of my refund due to the resorts cancellation policy. She assured my that she had thoroughly notated all of the above information and that I would have no problem obtaining the remainder of my refund. On 8/31/15 (3 business days later) I still had not received the remainder of my refund nor had I been contacted by the accounting department. Yet again I contacted the billing department at Hotels.com and related all of the above information to the representative. He again stated that he would forward the information to the accounting department and that I would be contacted in the next 72 business hours. Well, I know this next part is going to come as a shock to you, but on 9/3/15 (3 business days later), I still had not received the remainder of my refund nor had I been contacted by the accounting department. I called the billing department again and explained the entire situation again. The representative assured me that the accounting department was "working on it" and would contact me in the next 24 hours. I then pointed out to this individual that I had now been waiting for someone to contact me for the last 168 business hours ago. He stated that he was "sorry for the inconvenience", but that there was nothing more that he could do. It has now been 48 hours and guess who I have not heard from? Do not book anything with Hotels.com!

I booked a room at Yosemite View Lodge for March 27- March 29,2020. There was a hotel policy of no refunds if you cancelled within 7 days of arrival. Even though the state of California had issued a stay at home order my son who was visiting from Michigan and I decided we could still go to Yosemite as we were going to be outside the whole time and we checked with the hotel and Hotels.com were still open. On Monday, March 23 Yosemite was completely closed so I called the hotel as we were within the 7 day period. They had already altered their policy of not refunds because of the stay at home order but because it was booked through Hotels.com I was told I would have to request the refund through them. They noted the reservation with the approval for the refund so that there would be no issue of a refund. I tried for over a month to reach Hotels.com and could not get through. I finally yesterday reached a so called customer service representative who informed me that I was not entitled to a refund because I cancelled within 7 days. I informed them that I had spoken to the hotel and that they had agreed to refund my money. The woman was rude and told me she would call the hotel to confirm my story. I was on hold for over 15 minutes and when she came back on the line, she lied to me and told me she had spoken to the hotel and that they would not refund my money. I asked to speak to a supervisor and she hung up on me. I called the hotel directly and asked for a supervisor. Luis came on the line and I told him my story. He said that in fact it was in the notes that I was due a refund and he clearly stated no one from Hotels.com had contacted them as they would have promptly refunded the money. He said that he would happily refund the money and then the hotel would deal with hotels.com. I thanked him profusely for his assistance. The CSR at hotels.com blatantly lied to me. DO NOT USE HOTELS.com. They are unprofessional and in my mind are criminal in their actions.

I made reservations *******930937) for the Extended Stay America Los Angeles-Torrance for March 13-15th which were refundable up to the day of stay. I made cancellations by the app which gave me the return response of "canceled' on March 12,2020 at 1:41pm, more than 24hrs in advance. I've screenshot the app page response as well. I was assured that I would not be charged for the reservations due to calling in time to cancel. On March 14,2020 my account was charged $126.13. On March 18,2020 I noticed that the hotel had charged my account. I've been calling SINCE to get my refund. On March 28,2020 I spoke with a representative and the informed me of my actual refund of $252.26 would be refunded back to my card. I also received an email from *******@support-hotels.com indicating the refund and its return back to my Visa. Hotels.com said that the refund processed March 12,2020. I've contacted my bank several times at different times of the day and NO ONE has seen ANY documentation of a refund from Hotels.com or Extended Stay America from March 13th. It's as if I was swept under the rug to be forgotten. I WILL NEVER AGAIN MAKE RESERVATIONS WITH HOTELS.COM and/or EXTENDED STAY AMERICA EVER AGAIN. Such blatant disregard and silly excuses of what happened to my refund. My son and I were looking forward to the excursion and had to cancel due to the lockdown that apparently was in start motion that day. I couldn't even make plane reservations because of the cancellations that day. Everyone in the world is getting their requests taken care of and here I am more than 15 days past and they still won't acknowledge by refund and it's disappearance. This company and its affiliate are unfair. I truly regret thinking that they would take of me.

Sincerely,
Sumaya Ali
*******129
Photos available upon request

Unfortunately a 0 isn't possible and a -5 would be more apt. As I write this Hotels.com have a score of 1.3 out if 5 but 600 reviews are 1 star and I guess this is only because you cant give a 0 so this really gives Hotels.com a score of 0.4 out of 5 or 8% happy customers. 8 out of 100 people are happy with Hotels.com!. That pretty much says everything and how can this company continue to trade beats me. They belong to the Expedia Group and I cant understand why the Board of Directors don't get rid of this shambolic company. I know reading many reviews that people will not be using Hotels.com again and this is a good thing and if it meant that the company ceased trading I don't think it would be such a bad thing so that the scamming and lies stop. I really didn't think it could be possible for a company to lie so much. I didn't cancel my booking but they sent an email saying the booking was cancelled, and then tell me I cancelled it. No I didn't. Then when I call them and ask for a refund they tell me the hotel insist on a voucher being issued, so I call the hotel who say this is a lie and it is NOT something they are insisting on. I call the Gold Team back and again they say they have correspondence from the hotel to say issue a voucher and that it will be emailed soon. I do not accept a voucher because of your lies. Hotels.com then say in an email that they can only follow what the hotel ask them to do so I spoke to the Manager of the hotel on 3 separate occasions and he told me that he personally spoke to Expedia and told them to refund the money I paid as no money had been received from Hotels.com for the booking, although Hotels.com say they paid them as soon as I booked, which must be another lie, as what benefit is it to the hotel I booked to say this. So now the hotel I booked have said they are not insisting on a voucher and to refund the money but still Hotels.com refuse to refund saying they must follow what the hotel tell them to do? They have told you to refund the money, so why do you say you will follow what the property tell you to do and when they say refund you say its not possible and that a voucher has already been sent and accepted. I DO NOT AND DID NOT ACCEPT A VOUCHER. Hotels.com tell me that they have correspondence from the hotel to say issue a voucher, so I asked them to send it to me and also who sent it and if its genuine I will accept the voucher, and this for any reasonable person is very simple to do, but I have just been told they cant do this. Why? Is it because Hotels.com are lying again and don't have this. How arrogant can a company be to go against their own policy, and to completely ignore what the hotel I booked are telling them. I have asked on several occasion to speak to a senior person and surprisingly nobody is available to take my call. As a Gold Member I will never EVER use this company again or any of their sister companies (Trivago, Expedia, Travelocity, ebookers to name a few) and I urge everyone else to do the same, as they clearly are not customer focused. They are not following the booked property's policy or anything the hotel are saying to them. They are clearly only interested in themselves and don't care about any customers.

Booked in Jan 2016 to go to Panama at Xmas 2016, booked hotel for 7 nights, 3 rooms at a cost of around £2,000. This was on a book now and pay at the hotel in local currency deal. When my husband came home from work in the evening he asked if I had used the credit card for a sum of £2K, I said yes to secure a booking for Xmas. However the money had actually been taken from our account. I checked to see if I had made a mistake and it was not book now pay later. This was not the case, it was a pay at hotel deal and so I telephoned Hotels.com to find out what was going on. Hotels.com said it was nothing to do with them it was he hotel who had taken the money. They said they would call them, which they did but came back and said the 'hotel' had put the phone down on them as they only spoke Spanish!
To cut a long story short, many many phone calls, my husband is a Spanish speaker, he called the hotel in Panama who denied everything and said it was Hotels.com. Hotels.com said we would have a refund in 30 days (we are now mid April and this happened in mid January). I contacted Trading Standards who said they required an address. I checked the website and could not find one so again called Hotels.com. The agent informed me that he did not know their address! I e-mailed Hotels.com (again) with all the details of our case and received a reply back informing me that 'if I had any further problem I should contact them'. I was furious!
No customer care, apology, awareness, service and most importantly and worryingly no sign of our £2K refund that was taken fraudulently. The only hope is for our credit card company to refund us and so we are now having to be patient whilst the claim is being processed.
This is a fraudulent company which is an intenet scam - IMHO it is Hotels.com who take the money and blame the hotels for doing so.
We had some other bookings with Hotels.com for May and September - everything has been cancelled and we are now using Booking.com.
I am furious at being cheated like this and want to spread my experience to try to close this place down.
Thank you for reading