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4.1 4134 Reviews

Hotels.com Complaints Summary

52 Resolved
898 Unresolved
Our verdict: If considering services from Hotels.com with a critical resolution rate, extra caution is advised. Examine detailed customer feedback to understand the severity and nature of unresolved issues. Be prepared for the possibility of unsatisfactory responses and have contingency plans, including seeking assistance from consumer advocacy groups if necessary.
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2:44 pm EDT
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Hotels.com rip off

After an hour on the phone with 3 "customer care" people I'm too exhausted to type much but want people to know that Hotels.com is beyond unprofessional and I HIGHLY discourage using them. After cancelling a reservation 6 weeks prior to the initial date of arrival, I received an email from hotels.com with a weather update in my arrival city. It alarmed me that they had not properly canceled the reservation. I called hotels.com to confirm that they had indeed canceled the reservation and they claimed to have "no record" of the cancellation. They charged me the full hotel rate (and this was a $400-night hotel). After speaking with the 3rd level of supervisors I was essentially told I was "stupid" for not having printed a copy of the cancellation confirmation & saved it. Indeed, I won't make that mistake again. The woman (Mary) was tactless and uncaring and utterly refused to try and correct the situation. I then called the hotel and the reservations manager graciously canceled the reservation with no penalty. I am still shocked and reeling at the utter disregard hotels.com showed for my situation. I am back to using a travel agent.

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Gonzo
, US
Aug 19, 2009 7:50 pm EDT

Recently I hade made reservations at a hotel through Hotels.com. Everything seemed right till we reached the hotel. I had booked for a non-smoking room because my wife is asthmatic. When we reached the hotel the clerk at the check in counter told us that there were only smoking rooms available because they had to do some remodeling and that they had notified Hotels.com about it and asked them to notify all the customers who had booking with them. I was really annoyed because hotels.com told us nothing about this. I called up Hotel.com to cancel my reservation and that I wanted my money refunded. When the supervisor came on the line he told me that the money will not be and cannot be refunded because they had already paid the hotel he did not give me a chance to speak he just hung up on me. When I asked the hotel if they were paid they said that they did not receive any such payment and this is not a new thing with Hotels.com. I was really ripped off and could do nothing about it. I will never use hotels.com to again and make sure that no one I know does because they are not gonna leave any one and surely fool everyone that believes in them.

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cnguye713
Stockton, US
Sep 27, 2009 9:54 am EDT

The exact same thing happened to me, only I did not catch it early enough. I did not cross-check with the hotel itself and trusted that hotels.com did process my refund accordingly. I checked back on the refund status after one billing cycle because it has not appeared on my statement only to find that the refund never went through. My refund cannot be honored even if the mistake was on their part for being negligent. It was my first and last experience with them.

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HotinVAUS
Salem, US
Aug 23, 2009 11:05 am EDT

The hotel lied to you. When you book through Hotels.com or Expedia.com, they charge your credit card whatever the agreed on price is, then, they take out their fees. When the reservation reaches the hotel there is a preloaded credit card for the hotel to charge. The amount preloaded is what is left after the fees are paid. Hotels have the option to charge the credit card the day the guest checks in or when they check out, regardless of when it is done, they have been paid because there is a reservation there, under your name, with a credit card to pay for the room. Expedia won't refund you because the hotel won't refund or cancel the room. I highly recommend anyone to not use those websites, not only are you putting your credit card along with all of your info out there, you can probably get just as good a rate if you call the hotel directly or go to the hotel website and book that way. Most hotels participate in a buy now and save 15% on standard rooms, but be absolutely sure of your trip, as these are also non cancellable and no refund, but like I said if you are 100% sure of your trip, that is the way to go, just be sure you call the hotel and ask for a receipt after the charge has been made, they can mail or email from most properties. At least you won't be paying someone else to make a reservation for you!

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10:51 am EST
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Hotels.com - no customer service

This is the letter I sent to hotels.com after spending over an hour on their customer service line, being transferred to the wrong person or cut off four times, being called an ### by customer service and not given a straight answer as to why none of the prices quoted on their recent 'New York on Sale' promotion were actually available: 'This has become...

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7:16 am EST
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Hotels.com scam and lies

I am of European nationality and living in France. I have not been in the US for more than 10 years, nor do I plan to do so in the near future, and therefore I certainly won't make a hotelbooking in the US. So I was very much surprised to discover a charge on my credit card accounts from IAN Travel Services, dated 12-08-2008 for an amount of 1657, 36 in dollars, concerning a hotelbooking in the US. All my other charges are always in euro's, so I instantly presumed some form of of fraud. I called my credit card company and reported the charge as fradulent and immediately closed my account. Unfortunately, due to circumstances, there were more than 30 days past by, before I discovered the fraud, so I won't be compensated by the insurance of my credit card company.

The reason of filing my report is to make clear that, where it concerns Hotels.com - IAN Travel Services, you don't need to make an internet booking, in order to to be charged fraudulently and consumers should be aware that that this credit card fraud is a worlwide problem.

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CFunk
Vancouver, CA
Sep 25, 2013 5:23 pm EDT
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Hotels.com promises the lowest rate and discounts but charged me $100 more than the hotel would have charged. They refused to match the price because I had already checked in. This site is a total scam! Makes the hotel look bad too... I was expecting a much nicer place because it was so expensive! Avoid these guys at all costs.

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Mat C.
Seattle, US
Apr 24, 2011 5:25 am EDT

I have booked several night through hotels.com in order to get the free night but after the 9th night they decided not to give me credit. I have booked hotesl three time throught them but they did not give me credit. I tired to call to the customer service. Someone in Phillipine answere the phone and tried to tell me that night I booked was not throught hotesl.com. Once I told them that I have reservation confirmation and credit card bill they hung up on me. Same experience was repeated by three different operator. I came to the conclusion it was official policy to hang up if you do not have answers.

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Posh
, PH
Jun 08, 2009 9:33 am EDT

Whoever you are I believe you have book your reservation online. Ian is an affiliate of Hotels.com a nd most reservation done online are Ian accounts. I also believe you have book the reservation yourself without checking all the details. Default currency of the website is in USD so you have to switch it to Euro. It is easy to pass judgement to other people but sometimes we just have to think and investigate before we assume anything.`

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12:26 pm EST
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Hotels.com Bad customer service

My flights was cancelled because hurricane IKE was about to hit Houston; in the process of changing my flights Continental Airlines asked if I needed a hotel room. Continental Airlines transferred my to a customer service rep. I was never informed that I was talking to Hotels.com. With the CSR, I booked a Holiday Inn hotel room. During the call, I was never informed of any cancellation/charges fees etc. Since a Hurricane was about to hit Houston, and not knowing the status of IAH after hurricane IKE, this detail would have influenced my decision to book a hotel. There is no way that I would have booked the hotel room.

After hurricane IKE, my flights were cancelled again. I found out my flight status on the 14th. Once I knew that my flight was cancelled, using my Blackberry since I didn�t have electricity, I checked my e-mail to get the information regarding the Hotel. At the time I realized that it was Hotels.com, I still had no idea that there was a cancellation/charge fee. I contacted Hotels.com and they explained the cancellation/charge fee for the hotel. During the same call, I explained that the cancellation/charge fee was never explained and the Hotels.com representative said that they would contact the hotel on my behalf and see if they will refund the fee. The representative put me on hold and contacted the Holiday Inn, when she took me off hold, she had said that she had contacted the hotel�s accounting department and that I need to call back in a few days and they would refund the cancellation/charge fee. She then asked if I wanted to cancel, explaining that the cancellation/charge fee would be refunded. I cancelled, but was explicitly clear that I was never explained a cancellation/charge fee nor was I accepting the fee.

I called back the following week and Hotels.com would not refund the cancellation/charge fee. They told me to contact the hotel, which I did. Holiday Inn said that I need to contact Hotels.com.

Bottom line, this is the worst service that I have ever received. The fact that the cancellation/charge fee was never explained to me, the fact that Hotels.com said they would reimburse the charge and that Hotels.com was unsympathetic to the fact that Houston was just hit with a hurricane. This all left me with an extremely bad taste in my mouth, consumers should be aware of the type of company they are dealing with before they ever think about doing business with Hotels.com. This is if they know they are doing business with them.

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schao
,
Sep 16, 2008 12:25 pm EDT

I booked a room through their website and because of plan changes I had to cancel the room.
The policy said if I cancel after 12PM, there will be a penalty of one night's stay. I was only one hour late, and my booking was only for one night. I called them and was trying to explain, but they took absolutely no consideration or whatsoever. So basically once they get the money, you are never gonna get it back.

They claimed that they do not charge any penalty, but the hotel would. However, from talking with the hotel people, seems like they are going to split the penalty money. I would never use their service again.

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Cayci
Mount Pleas, US
Dec 20, 2010 2:11 am EST
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My first experience with hotels.com was wonderful. The hotel had my reservation, and there were no problems. My second experience was another story. I booked a hotel stay through the hotels.com website. My credit card was charged the full amount, and I received an itinerary number and proof of payment. On the day of check-in, I called the hotel, but they had no record of my reservation. The reservationist told me to call hotels.com and have them fax my reservation. I called hotels.com, and the gentleman told me that this was the hotel's fault, and I would have to wait until check-in to call back to have my reservation re-faxed. I called back to speak to another agent. This agent put me on hold, and after waiting 10 minutes, my call was disconnected. I called back again, and demanded to speak to a supervisor. I was put on hold, and then the agent came back on the line and told me her supervisor was on another call and could not talk with me. The agent agreed to fax the reservation to my hotel. This call took 41 minutes (cell phone minutes) before everything was wrapped up. I now wish I had paid a bit more and reserved directly through the hotel. I wasted a bunch of time, and started off my vacation in a foul mood. Not worth it.

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WildPonies
Bel Air, US
Aug 24, 2010 3:00 pm EDT

I had a similar experience recently with their customer service and will never ever use them again. I really do think that hotels.com should review their policies and procedures and take a serious look at how they train (or don't train) their workers. It's fine for a business to run its operation in a way that gives a price break to customers, but with a steady reputation of bad service, eventually, the cost factor doesn't matter as much.
Are they encouraged to just pass the customer off to another representative but not before making them go through the same set of tedious prompts, perhaps hoping that they will just give up?

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Steve Wilson
,
Sep 23, 2008 12:55 pm EDT

C'mon. You have to agree that you want them to break their rules for you because you goofed up. Seems like a silly complaint.

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Fish2001
Clearwater, US
Sep 22, 2008 3:27 pm EDT

Well, unfortunatley that is the price for holding the room. The hotel holds the room for you and could have booked it.

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3:44 am EST
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Hotels.com scammers

Hotels.com has been scamming people since they first opened up. Paying their employees only 9.00 to 9.90 an hour. Then you make like .7% commission. Some employees would bring in over 100, 000 for the company in one month and not make and commission because they didn't meet a certain 'Close Ratio'. It is crazy how Expedia make all this money and doesn't pay anything to there workers. Then they continue to lie to the customers. Hotels.com is Expedia, Hotwire, tripadvisr, motels.com, New York City.com and lots of other names. Don't be fooled by the name. Hotels.com is a scam, if not to the customer to the employees. You have to basically lie to customer to make money for yourself. So customer who have called in to hotels.com or what they now say 'Hello, this is blank in reservations how may I help you?' Please, don't call if you are not going to book anything. These people are getting nearly nothing and you calling in is just giving them hopes that you will book something so they can make some real money. So instead of doing it yourself online just give one call and help someone pay their rent. They really do know what they are doing.

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tiesen
Normandy, US
Aug 06, 2011 8:43 pm EDT

We recently booked a trip with hotels.com and today when I checked the prices, they ran a sale on the same Vacation package..Every year, my husband and I go to the Caribbean and book through Discountallinclusive or Expedia. We called Hotels.com to see if they would honor their sale, and deduct the money off the balance of what we owed. They said NO!not their policy unless it was within 24 hours of booking...We will NEVER book through them again we have gotten discountallinclusive.com and Expedia.com to honor their sale prices always, and anything they can do to bring us back, they will, we would have went through them again this year, only we were going to a resort that they did not book through...Very disappointed, and I am telling all my friends what a crappy travel site they really are...TRAVELERS...BEWARE>>>>

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lyndsay
,
Jun 12, 2008 12:27 pm EDT

Hotels.com is terrible. They ran my credit card with in moments of booking the wrong hotel online. I called the customer service right away to explain it was an accident. They just told me to bad and are charging me for a 4 night stay when i am not even going. Their service reps are idiots i got no satisfaction from them they basically steel your money. There website even has a link that says flexible booking can cancel or change your plans at anytime. Their website is deceitful and confusing. Don't use them you are better off calling the hotel yourself. You will save time and money.

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Female Road Warrior
Canton, US
Jun 13, 2012 4:42 pm EDT

Used hotels.com for the first and last time. Agent misrepresented the property and company did not own it and would not credit me for the one night stay when after arriving at the location, fearing for my safety I called them and said it was unacceptable, that it was more like a Hotel 8 than a Hilton property( which the agent told me it was, ) and I would not have left my vehicle overnight in the parking lot for fear I would find it up on cinder blocks in the morning. No area to drop off luggage, no door or bell man only one staff member behind the desk, and the smell when you walked in the front door was of stagnant air mixed with body odor and food. Anyone I saw while in the parking lot looked as if this was their temporary home vs. an out of town stay. The hotels.com agent also told me there should be a business services area for me to print out documents etc., -there wasn't that or even a lobby area-he totally just wanted to make his commission, (which he confided in me that he worked on.) Bottom line don't do business with hotels.com!

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Gandy
, US
Sep 09, 2009 4:28 pm EDT

I and my dear friend decided together for the vacation as it was long time we had not planned an outing together and we also decided to take our beloved along with us, to avoid any confusion and problems during the vacation we decided to do the reservation prior. We made reservations for two nights/two rooms for four adults at the Queen & Crescent hotel in New Orleans, for $199 a night per room no lowest price here, and when we arrived, the hotel informed us that hotels.com had never attempted to reserve the rooms. After being on hold for 1/2 hour, hotels.com confirmed this, and then offered us another room in a town 20 miles away or a refund. We chose the refund and it took a week to receive the money back. We were stuck in New Orleans at 10 pm on a Friday night w/o a room, thankfully we found something, but that had to come out of the money that we had been hoping to spend on our vacation. The folks at hotels.com were rude, obnoxious and completely and totally unapologetic. Never, ever use their service, other than to search for names of local hotels and then call the hotel yourself.

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MS.OUTLAW
Tampa, US
Jul 29, 2009 6:55 am EDT

I made a resevervation with hotels.com. The very next day I wanted just to apply the same money I had a orginally spent with them and transfer my reservations with a different hotel. These people kept insiting that I give them my credit card number and when I got transfered to customer service they kept hanging up on me. Then I checked my banking account online and discovered that they had charged me two times on my creit card which was a grand total of $523.00. So I contacted my bank and my bank helped me get my money back. I will never ever in my life deal with hotels.com. They are like a roach motel, you can check in, but you cant check out. They are theives

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RickT45
, US
Nov 07, 2009 5:07 am EST

On 2 occasions I found that hotels.com listed a hotel as permitting pets and didn't say the hotel charged anything for pets, but, after I made my reservation and paid the charge, hotels.com then disclosed that the hotel would be imposing on me an additional charge for a pet (and didn't tell me the amount). It is fraudulent to hide mandatory charges from the consumer until after the consumer has paid. I enforced my right to the stated accommodations at the stated price by not disclosing to the hotel the presence of a pet in my room.

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Jass
, US
Nov 04, 2010 1:53 pm EDT

I made a reservation on hotels.com for a friend who was visiting from another country when his credit card stopped working. I asked specifically if I would be able to change the credit card # later. I was told it would be no problem - I would only have to call the credit card department for which the phone number would be in the confirmation email. When my friend called to change the number, he was told that my credit card was already charged and that there is nothing I can do except get paid back by my friend or cancel the reservation and pay the cancellation fee myself. I spoke with two supervisors and was given a different phone # to call. Everyone had the same answer - too bad, there's nothing that can be done and it's my problem to straighten out. At one point I waited over 45 minutes on hold. The agent that took my reservation either didn't know what he was doing or he lied to me. All hotels.com would do is apologize and tell me there is nothing that can be done. This has cost me a couple hours of frustration and at a minimum will cost me more time trying to get my money back with a wire transfer fee of $40 or more. I will never use their service again.

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Sabrina L. Nelson
Castro Valley, US
Aug 10, 2011 5:34 pm EDT
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I booked a room at the Harvard Square Hotel. When I got to the hotel I discovered that my room, my sheets, my towels, indeed the entire hotel was strongly scented. This is a major problem for me. I am disabled. I have asthma and serious life-threatening allergies to perfumes and scents. The hotel refused to do anything about this. Since I booked the room through Hotels.com, I had to go through them to change the booking and find another hotel. Hotels.com found me another place to stay, across the street. What I did not discover until the next day, was that Hotels.com charged me over $1000 a night for this alternative hotel. When I called to complain, they said they could give me a 10% discount but otherwise their hands were tied. They said I should talk to the hotel manager. I talked to the hotel manager at the other hotel (Charles Hotel) and the hotel manager said she could do nothing, since I'd booked the room through Hotels.com and it was a "confidential rate" and that they could do nothing for me.

I am now stuck in this overpriced and expensive room. Yes, it is scent free, so I am not getting an asthma attack, but I am paying over $1000 a night. I don't know what to do about this. I cannot afford this fee and I will dispute it when I get my credit card bill. Beyond that, I don't know what I can do. I would love any help or suggestions.

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K.
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Nov 23, 2008 6:29 pm EST

Hotels.com warning: price quoted is for one person only regardless of how many people you enter in your search.

This was my first time using hotels.com — and will definitely be my last.

I was earching for 1 room, 2 people, 6 days and found a rate atthe alexandria old town hilton for $95.20 per night. This is a fantastic price.in fact it seemed almost too good to be true. So before booking, i...

First called the hilton to make sure they had such a deal with hotels.com and that the room would not be in the basement next to the heat/air machinery or some other such place. They said they did work with hotels.com and the room would be a regular.

I then called hotels.com and spoke with a woman named "julie." I explained that my husband and I would be spending christmas with our son in alexandria. (She replied in an oh so friendly a voice "my daughter lives there, too.") I told her about finding the 1 room, 2 people, 6 days room for $95.20 a night and that I wanted to be certain there was a good room with no caveats. She assured me it would be. She told me that hotels.com bought in bulk and could thus offer cheaper rates.

Feeling reassured, I made the reservations and gave her our credit card number. She told me $600+ would be charged to the card and the my husband and I "were are all set" for our arrival"on x date. She told me a confirmation would be soon sent to my email and gave me their customer service number to call if I had any questions, then pleasantly said goodbye.

I was feeling fine — until the confirmation came through showing only 1 person in the reservation. Thinking this was just a typing mistake, I called customer service at hotels.com. I spoke with a very supercilious jerk called"amil."who told me it would be $20.00 more per night for a second person. When I said this was not what the woman at booking told me, he dismissed all that and said"go look at the web page."

I told him I did not book at the web page; that I had booked by telephone. He ignored this and repeated"go look at the web page."I went to the web page and searched on the same criteria and came up with the $95.20 rate. I told him this. He said click on the green select button and then click on green button on the next page. I did it to placate him and there in there after the subtotal was the charge $20.00 per additional person.

I told him I could see this now on the web page, but it was not mentioned when I booked by phone. I read back to him the amount"julie"said we would pay and that she had said"you and your husband"so she knew there were two of us when she quoted me the $600+ price. He said basically"too bad"the rate is 95.20 plus $20. He refused to cancel the transaction.

After demanding to speak with the supervisor (Who amil said may be too busy to speak with me!), I was finally told I could cancel and get a refund in"30 days or the next billing cycle" or go to the hotel and if we were charged the additional $20.00 per night, hotels.com would later refund it. Yeah, right. I cancelled everything.

Now begins the struggle to get the money refunded to our charge card. I will contact our bank tomorrow and alert them to this bait and switch experience and see if they can get a prompt refund for us. I will also place a complaint with the better business bureau in my home state and in virginia.

I strongly suggest that every one else who has such an experience with hotels.com do the same.

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go somewhere else
Statesville, US
Apr 26, 2011 5:55 pm EDT
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I spoke with a man last night and booked a room for May 7 - May 11. He read the confirmation back to me before we hung up and everything was good. He gave me my confirmation number. I asked him to also send me an email so I could have a hard copy of what we discussed. When I received the confirmation through email it was wrong. It was for May 7 - May 9 for $137. My total bill was for $237. The confirmation number was also different. I called and spoke with a girl this time and she said I had 2 reservations. One for May 7 - May 9 and another one for May 8 - May 11. The room that I originally booked was 2 beds with a kitchen. When I called and spoke with the girl she said those rooms didn't have a kitchen. The only room with a kitchen in this hotel was with a king size bed. I asked for over an hour to speak with a manager and they were always busy. I can imagine why with the ignorance I dealt with. I called back today because I never received a confirmation from the girl "fixing" everything and to my surprise ... she screwed up also. When I called and spoke with yet another guy he told me my phone # and address were not matching the reservation. I asked again to speak with a manager. When he came back of course the managers were all busy. He decided he could help me. The ignorant girl who helped me the night before put in an address and phone number for someone in Florida. I made them stay on the line with me until I got the confirmation showing the right dates. I'm still worried that when I get there someone else will have my room and the credits they are suppose to be giving me on my credit will never show up. Oh...they did offer me a $100 gift card for all my trouble. The only catch is that it is to be used as a rebate on a future booking at hotels.com. Are they freaking kidding me. I told the girl that I would sleep in a tent on the side of a road before I would book with their company ever again. I also assured them that word of mouth is everything in a business and I would never speak highly of them. BEWARE...my mom even booked a hotel and they got her address wrong also. How hard is it to get it wrong when you repeat it several times and they read it back to you. Something just isn't right with this company. Book through someone else if you don't want a headache.

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Hotels.com bad service

Last weekend, a few of my friends and myself drove to San Antonio (from Fort Worth) to have a nice, relaxing girl's weekend. When we arrived at the Hilton where I had made a reservation using the hotels.com website, I was informed they had no room booked under my name, which I found extremely surprising, considering I received an email from hotels.com specifically saying "Your reservation has been booked!" I then spent 30 minutes on the phone with a hotels.com representative who for some reason could not understand the booking number I gave him a million times and tried to tell me my reservation was for September something in Denver! He even called me a different name, even though I informed him who I was several times. When he was finally able to figure out our booking information, it took another 30 minutes for him to contact the Hilton--where supposedly we already had a reservation--to book us a room! I find this incredibly absurd. Rest assured, neither my friends who accompanied me on this trip nor myself will ever trust hotels.com for hotel booking purposes, as our "relaxing" weekend ended up starting with a stressful battle between incompetent customer service personnel and our hotel. In our opinion, hotels.com has a very flawed way of conducting business. We didn't even save any money!

Next time, I'm booking straight through the hotel... same price, really, and much better service!

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Update by Valerie
Oct 08, 2008 8:36 am EDT

I took part in the summer get away promotion through Hotels.com where if you book a two night stay and complete it by sometime in September you will recieve a $50 gas card within 30 days of completion of your stay. Well I did and (promo code gas50) and completed my stay on July 20th and have yet to receive my gas card. I have called and they keep saying it has gone out. I called 09/02/08, 09/09/08, and 09/16/08.

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Hotels.com unauthorized charge

Hotels.com debited my bank account on 09/29/2008 for $275.64. When I called them they had no record of the charge. My bank statement shows Hotels.com aith a phone of [protected] (their customer service line). They passed the buck saying to dispute the charge.

My last reservation with Hotels.com was Dec. 2005. Now three years later they debit my account but have no record?

They can cancel my account, delete my info, give me my money back and go out of business. I'll go to their Dallas headquarters and stand on someone's desk.

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3:24 pm EDT

Hotels.com cancelation policy

While on a business trip I became quite ill and was hospitalized for nearly a week. I called hotels.com to cancel the reservations for the next leg of the trip I had made with them and paid in advance. The rooms were successfully canceled but hotels.com still billed my credit card for the full amount. According to hotels.com it was up to the hotel itself (Sky Hotels in Westwood, CA) to authorize not only the cancellation but also the billing of room charges. I called the Sky Hotel only to be treated rudely on the phone by the front desk clerk who refused to remove the charges from my credit card. I called the credit card company (American Express) to let them know of the dispute and they withheld payment until they were able to resolve the situation. Sky Hotels will not refund or credit my card even though I made the cancellation over 72 hours in advance. I will never give hotels.com my business nor, obviously, Sky Hotels.

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1:10 pm EDT

Hotels.com still waiting for my refund

I booked a hotel reservation through Hotels.com, then I found that the price was lowered the day after I booked my reservation. Since most travel sites offer a best price guarantee, I e-mailed Hotels.com's customer service and they told me that they would credit back part of the difference and issue me "hotel bucks" for the remainder. Hotel bucks are like travel vouchers that can be used on a future booking, much like a coupon or gift certificate.

The trip was in May and I am still waiting for the credit/refund in August. I WILL NEVER USE HOTELS.COM AGAIN! I have repeatedly tried to contact their customer service through phone and e-mail with no avail. I am so frustrated and recommend that you avoid this web site!

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1:53 pm EDT
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The complaint has been investigated and resolved to the customer’s satisfaction.

Hotels.com never again!

I made a reservation in Seattle at the Red Lion Hotel on the 13th with HOTELS.COM on Dec. for the 31st. A few minutes later I discovered I had the wrong date as it should have been the 30th. I re-entered the information and made the change. Upon my chagrin I was billed for two nights. There policy states that if a change is made you are billed for two nights. What kind of policy is this? I had to pay double for one mistake that took less than 5 minutes to change. I travel a lot. I WILL NEVER USE THESE BURGLERS AGAIN. It was my first and last. Learned my lesson.

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D. Anderson
,
Mar 18, 2008 7:21 am EDT

Hotels.com is a rip-off, DO NOT USE!, When I went to get quotes from the hotel, they told us a rate of 64.99, we called hotels.com to get a cheaper rate. They quoted us 60.00 flat rate + tax, so I accepted that rate and setup my reservations. I booked the room for 3 days, which should have been around 65.00 per night which figures to be 195.00 for the three nights. On last day of my stay, when I checked my account they had withdrew 235.00. They charged me instead of 60.00 per night 71.65 per night (which is more than the state tax required). I also notice they charged an additional charge of 19.74 for an extra guest, (but it was only for two people which is the rate they gave me of 60.00 for the two of us). I then called customer service to discuss this and they told me it was a charge of tax and service charge that the hotel charged,and those charges didn't have anything to do with them. When I went to discuss it with the hotel, they said they couldn't discuss the bill because I went thru hotels.com that I would have to take that up with them. After the run-around, I called hotels.com back and they said once again that Extended Stay America had charged tax and service charge. So I didnt get anything resolved with them after going back and forth from the hotel to hotels.com, so I will never ever use them again, the prices that the hotel gives you in the end will be a better price. I don't put any of the blame on "Extended Stay America" because I didn't go thru them but thru hotels.com. My stay at the room was good, I didn't have any problems with the stay, except that I had to pay 5.00 more to use their internet and the tv only went to channel 30 which was more news channels, so I had to go rent movies, other than that the stay was good.

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J
9:50 am EDT

Hotels.com horrible service

I wanted to write and let you know about the horrible time I had with hotels.com's booking and customer service. When I tried to check into my hotel room at the Milnor Hotel in Boston, MA on Saturday, I was informed that they had no record of my reservation (even though I was holding my confirmation email from hotels.com) and that they were completely booked for the night. They said my only option was to call your customer service, which I did.

After being on hold for 45 mins while sitting in the lobby of the hotel I was told by the customer service person that they could not get ahold of the hotel to confirm they had no record of my reservation. Which I knew because I was standing next to the front desk where the person at the desk put every call on hold and never went back to them.

So now your rep tells me there isn't a single hotel open in the entire city of Boston, of which there are hundreds, so I have to take a room at hotel in a different city that is supposedly only 9 miles away.

At this point I have asked for a manager whose name was Manny and he tells me the same thing except for the fact he lied because he said he spoke to the front desk at the hotel, which I was still standing at and could easily see that he was never on the phone and I even asked the front desk clerk and manager, who were the only two working there and they both said they never spoke with anyone from hotels.com that day.

The entire reason for getting this room at this hotel was because it was only 2 miles from Fenway park where I had bought $200 tickets to take my girlfriend to the baseball game for her birthday. So now I had to change hotels which was actually 18 miles away from Boston through 2 toll booths and on 2 different highways, not 9 like your rep had said and by the time we got there and checked in, the baseball game was already half over and we had to go sit in the hotel bar to watch the end of it.

So thank you hotels.com for ruining my girlfriends birthday present and allowing me to throw away $200 for a game we couldn't go to and spending $100 for a hotel room that we didn't need after missing the game.

Jason

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kaleb5281
Fountain Hills, US
Jul 18, 2015 11:27 am EDT
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Booked a stay during "double point" credits. Customer disservice would only say doesn't apply, no, can't do. Beware of this consolidator - very, very poor and prices through them are usually higher than going direct.

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9:45 am EDT

Hotels.com customer dissatisfaction

I made a reservation for 3 nights stay in Novotel Paris Vaugirard Hotel via Hotels.com for 17.05.2008. Just one day before I had a serious last-minute health problem in my family i.e. bypass surgery so I had to cancel everything. I informed hotels.com that I had to cancel per above reasons I can document it and I would like a refund. Agent listened and told that he has to call the hotel for it and held me online, I do not think that he really called the hotel, anyway he informed that it is not possible. I asked the hotel myself and got the answer that refund is possible per hospital documentation. But because of poor language and general communication skills they first told they would refund themselves kept me waiting for a week and then after various calls decided that expedia can do the refund. I called expedia, I am not mentioning how many minutes they keep you waiting to reach an agent(it's a lot!) agent listened again and told me that he would call the hotel altough I have forwarded the written confirmation for refund from hotel. He kept me on the line and it got disconnected. When I called again, the other agent told me that the one talking to me already left for the day without even notifying me at all. Imagine you are waiting at an international call, believing that the agent is doing smth while you are waiting and he already leaves at that time. New agent this time named Nicole, had to bear my terrible frustration, listened again and guess what decided to call hotel, could not reach front desk manager as she told and did not call me back altough she was going to next morning. Today I called there again and by chance I reached the agent that left me on the call, I asked him to put me through his supervisor, the guy listened and told that he would send an e-mail so that I can forward my mail to them about confirmation, it is unbelievable that they do no even check the mails of their own company and that mail fro him did not come. I am still after this, this is the worst service I have ever got in my whole life. I do not recommend hotels.com to anyone at all. If you want to be dissatisfied please be my guest in this adventure!

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8:35 pm EDT

Hotels.com bait and switch

They sent me some "hotel bucks" to make up for screwing me on a reservation for my "next" reservation thru Hotels.com. I made another reservation thru Hotels.com followed the directions on the "Hotel bucks" mailed them in for credit. WHOOPS! Here they come back with NEWAND DIFFERENT RULES! I called Hotels.com's customer service only to be insulted by them, being told "it's very simple if you'd just pay attention", theyrefuyse to give out their last initial, corporate telephone number or any help beyond the fact that you as customer are to blame! Never again! you get a better deal most times just going to the home site of the hotel you want to stay at. Beware these con artists.

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Erick
,
Jun 13, 2008 6:45 pm EDT

that is the issue, that most people does not even know what hotel they want to book, therfore, a database like hotels.com, expedia, orbitz, or someone else comes in handy, but people usually think that this companies are hotel owners, and they are not... this fact is explecit on the terms and conditions... so you sad people that has been "mistreated" and have gone trough "pain" by booking trough a third party booking service, you can call better bussiness, tell your grand mother, write a letter to the senate, or even the whitehouse, united nations, or whoever you think might need your vote for something, and you will not get anything else than one "slap right in the face", with exception of your grandma, she might give you two...

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7:27 am EDT

Hotels.com Rip off!

Hotels.com is a rip-off, DO NOT USE!, When I went to get quotes from the hotel, they told us a rate of 64.99, we called hotels.com to get a cheaper rate. They quoted us 60.00 flat rate + tax, so I accepted that rate and setup my reservations. I booked the room for 3 days, which should have been around 65.00 per night which figures to be 195.00 for the three nights. On last day of my stay, when I checked my account they had withdrew 235.00. They charged me instead of 60.00 per night 71.65 per night (which is more than the state tax required). I also notice they charged an additional charge of 19.74 for an extra guest, (but it was only for two people which is the rate they gave me of 60.00 for the two of us). I then called customer service to discuss this and they told me it was a charge of tax and service charge that the hotel charged, and those charges didn't have anything to do with them. When I went to discuss it with the hotel, they said they couldn't discuss the bill because I went thru hotels.com that I would have to take that up with them. After the run-around, I called hotels.com back and they said once again that Extended Stay America had charged tax and service charge. So I didn't get anything resolved with them after going back and forth from the hotel to hotels.com, so I will never ever use them again, the prices that the hotel gives you in the end will be a better price. I don't put any of the blame on "Extended Stay America" because I didn't go thru them but thru hotels.com. My stay at the room was good, I didn't have any problems with the stay, except that I had to pay 5.00 more to use their internet and the tv only went to channel 30 which was more news channels, so I had to go rent movies, other than that the stay was good.

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HOTELS.COM RIPP OFF
Port Talbot, GB
Jan 11, 2012 8:50 pm EST

itried to book with hotels.com for hotel avenida, praia da rocha, cost is 2968 (two thousand nine hundred & sixty eight)for 14 nites, the same hotel, same date on alpha rooms is 266 ( two hundred & sixty six) & booked with hotel pronto 238 ( two hundred & thirty eight. HOTELS.COM ARE RIPP OFFS

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simoness
Chagrin Falls, US
Aug 26, 2011 5:12 pm EDT

Hotels.com stole $572.03 from me. I booked my hotel using an agent over the phone. When he couldn't get my first choice to go through I settled on my second choice. A confirmation email of my second choice was sent to me. A month later my credit card bill arrived and I was billed for both. I called Hotels.com thinking it would only take 5 minutes to clear up since our conversation was recorded when I booked my hotel and I only received one conformation email on the hotel I stayed at. 9 Phone calls later and they still will not reimburse me.

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scotsmaninusa
Queen Creek, US
Dec 15, 2010 12:04 am EST

On 4th july this year we used hotel.com to book a room on travelodge rt 66 in Flagstaff, Az.when we got there travelodge would not honor the booking as hotel.com hadn't paid the bill.so there we where 5 of us with nowhere to stay.the idiot at travelodge said if we don't leave he'd call the cops as if it was our fault.I phoned hotel.com to sort it out, they said they'd find another hotel.
hotel.com never ever to this day phoned us for a follow up, in fact, they removed the booking ref from their system so we couldn't leave a review.
I'll never use hotel.com or travelodge again.

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pittipat
PODUNK, US
Nov 01, 2010 3:08 pm EDT
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Same experience -- what you see is not what you get. Paid an extra $15/night because of their falsified "pay this price!" on the website. Read carefully before you book.

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ATB
,
Aug 08, 2008 2:34 pm EDT

Hotels.com is definitely a rip-off. I booked a room on hotels.com and was charged $535. When I checked out of the hotel, I was told that I should have been charged $421. When I emailed Hotels.com about this, they told me that $421 is the rate they negotiated with the hotel, and that the hotel gave me that amount in error. I checked back with the hotel and they admitted their mistake in giving me that information. So, hotels.com pocketed $114 of my money. I could have saved it if I had just booked through the hotel directly. Now I know better.

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12:00 am EST

Hotels.com horrible hotel

This complaint is still in process with the BBB in Texas where HOTELS.COM corporate office is located.

This is my orginal letter to the BBB and below you will see hotels.com response

Complaint to BBB Case # [protected]

Hotel was HORRIBLE! The problems with the room were: NO DOORKNOB ON THE DOOR JUST A BIG HOLE WHERE THE DOORKNOB SHOULD BE. WE TALKED TO THE MANAGER ABOUT THIS WHO SAID HE WOULD COME UP AND TAKE A LOOK AT IT WHICH HE DID AND HIS REPLY WAS: YES, YOU ARE CORRECT THERE IS NO DOORKNOB... SHOWER HAD CHIPS IN TUB AND MOLDLY CAULKING, DIRTY UNDERNEATH BED (WE HAD TO SEE UNDERNEATH THE BED TO PULL OUT CHILDS BED, ROOM WAS FILTHY AND WAS NOT CLEANED, REQUESTED A ROOM FOR 3 ADULTS WHAT WE GOT WAS A QUEEN SIZE BED AND A PULL OUT CHILD'S TRUNDLE BED. WE HAD TO PICK UP THE QUEEN SIZED BED AND MOVE IT AGAINST THE WALL AND PUT THE NIGHTSTAND IN THE CLOSET JUST TO GET THE CHILDS TRUNDLE BED OUT. THEY ADVERTISED FREE COMPLIMENTARY PARKING ON SITE. WHEN WE ASKED ABOUT THE PARKING WE WERE TOLD THAT THE FREE PARKING WAS ANYWHERE ON THE STREET IF YOU COULD FIND A PLACE. WE WERE TOLD WE COULD PARK IN A CITY PARKING LOT BUT WE HAD TO PAY THE NORMAL FEE THAT THE CITY CHARGES. ROOM CLEARLY NOT BIG ENOUGH FOR 3 ADULTS I was told at the time of making the reservations that even if we cancelled there would be no refund I personally called hotels.com 5 or 6 times to try and settle this issue. Each time they would try and call the hotel we stayed at and each time I was told to call back that the manager was not available. I sent an email to hotels.com asking for a resolution I got no response. Hotels.com did offer me $100.00 and told me that was the best they could do. I told them that was unacceptable. I even have pictures and I will be more than happy to provide proof of my allegations.

Your Desired Resolution:
I want a total and COMPLETE refund. We were in Paris on vacation and if it had not been for the no refund policy and if other hotels had been available (there was a big event going on in Paris and most hotels were booked up) we would not have stayed there a second night. Not only was the hotel room horrible but also their description was total false advertising. I do not want any gift certificates, discounts or anything short of a full refund in cash/check/money order ect

HERE IS HOTELS.COM RESPONSE

On December 04, 2007, the business provided the following information:

We apologize for any inconvenience Mr. Hills may have experienced while using our services. Hotels.com appreciates the opportunity to address his complaint.

On 9/27/07 Mr. Hills contacted us to book a hotel in the Levallois Perret, France. The hotel of Mr. Hill's choice was the Campanile Paris Quest required check in date 10/05/07 for two nights and three adult occupants. Our agents are trained and monitored to recap the pertinent details of each booking at the close of the call. This includes but not limited to the room type, hotel name/location, number of occupants in the room and all terms and conditions. The cancellation policy is also read during the booking process and must be agreed upon prior to the completion of reservations. The cancellation that applied to Mr. Hill's reservation is as follows: At Hotels.com, we understand that sometimes plans fall through. Hotels.com does not charge a change or cancel fee.
However, this property (CAMPANILE PARIS OUEST) imposes the following penalty to its customers that Hotels.com is required to pass on: cancellations or changes made after 07:00 PM (W. Europe Daylight Time) on 10/04/2007 are subject to a 1 Night Room & Tax penalty. The property makes no refunds for no shows or early checkouts. All terms and conditions are also detailed in the email confirmation/receipt sent to Mr. Hills on 9/27/07. The email confirmation/receipt also has our listed disclaimer which states smoking and bedding preferences are not guaranteed.

Hotels.com understands that there may be times when the property may not meet the expectations of the guest and may lead to their dissatisfaction. We encourage our customers to contact us immediately when there is a problem during their hotel stay, this usually gives us a chance to resolve the problem at the time it occurred. Unfortunately Mr. Hills did not contact us until 10/12/07 after his completed stay. Contact with us after a completed stay limits our ability to resolve our guest's issues.

We are unable to honor Mr. Hill's request for a full refund. Our agents have made attempts to reconcile with Mr. Hills by offering refunds and coupons which have been declined by Mr. Hills.

Please contact me if you have any questions or concerns regarding this case.

Thank you,

Jennifer Buemtello
Consumer Relations
Hotels.com
[protected] ext. 3415

HERE IS MY RESPONSE TO THEM

Hotels.com was contacted as soon as I returned home from my travels. To say that that bedding preferences are not guaranteed is ridiculous. When I book a room for 3 adults common sense would say there will be enough bedding for 3 adults and not a Queen Sized Bed and a child’s bed. We did not check out early since there was NO OTHER PLACES to stay and we would have been charged for the room regardless! Hotels.com understands that there may be times when the property may not meet the expectations of the quest and may lead to their dissatisfaction

HOWEVER
I do not think that MY expectations of:
A DOORKNOB, and NOT JUST A HOLE IN THE DOOR WHERE A DOORKNOB USE TO BE
A CLEAN ROOM,
A ROOM BIG ENOUGH FOR 3 ADULTS,
ADVERTISEMENT ON HOTELS.COM WEB SITE THAT OFFERS FREE COMPLIMENTARY PARKING ON SITE ONLY TO BE TOLD PARKING IS REALLY ON THE STREET THAT IS IF YOU CAN FIND PARKING!,
AND LAST BUT NOT LEAST A BATHROOM THAT DOES NOT HAVE MOLD GROWING ALL OVER IT……..

IS ASKING TO MUCH.

After several attempts to resolve this issue hotels.com finally offered a measly $100.00 which I did refuse
At no time were COUPONS offered and if they had been they too would have been refused.

At this point I really want to ask, “Whatever happened to just doing the “right” thing?” I do not believe hotels.com did this on purpose but I do believe that you need to take responsibility since you were the agent that was used in booking this hotel reservation. If you can not as a company personally check out the hotels that are listed on your site then you as a company have to be prepared to assume liability when
there is a problem.

I am not some person complaining about a hair in a sink trying to get a refund. I had some real problems with this reservation and this room.
Would you stay in a room with no doorknob?
How about mold growing in the bathroom?
Would you subject your family to this? Would this be acceptable to you?

If the answer to any of the above questions is a no then please try and understand why I am so angry over this and why I am still wanting a total and complete refund of $417.60. At some point it becomes a much bigger issue than just the money. It is the principal of it. Yes, I am still demanding a refund, but it is the principal of it the drives me to seek justice. I will keep going up the chain as far as I have to if that is what it takes to get this resolved to my satisfaction.

I realize that as an employee of hotels.com it is your job to fight off complaints, save the company money, try to resolve issues and hope the complainers eventually are satisfied or hope they just go away assuming it is not worth the time and effort to peruse it. I’m not going away and the only way I will be satisfied is with a total and complete refund of $417.60

IF I RECIEVE A RESPONSE I WILL POST IT HERE AS WELL... I SUSPECT THIS WILL NOT BE RESOLVED. I DO LOVE THE LINE IN THEIR RESPONSE THAT SAYS:

"The email confirmation/receipt also has our listed disclaimer which states smoking and bedding preferences are not guaranteed."

ARE THEY KIDDING ME?

THEY ARE HORRIBLE HORRIBLE PEOPLE DO NOT USE THEM
TAKE THIS AS A WARNING THEY DO NOT GUARENTEE ANYTHING!

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cnguye713
Stockton, US
Sep 27, 2009 10:21 am EDT

I am also awaiting an investigation from the Better Business Bureau on this fruadulent company. I was charged for a 5-day hotel stay to which I had cancelled well in advance of the date of arrival. A hotels.com representative told me to allow one billing cycle to see the charge credited back. It has been beyond a billing cycle and when I called in to check on the refund status can you believe they are telling me that they have no records of any cancellation made. I trusted this company to process the refund accordingly and did not cross-check with the hotel itself to make sure they knew of the change. So now even if the mistake was on part of hotels.com's representative handling my cancellation request at the time, they are not willing to honor my refund. These fraudulent charges and baseless arguments especially hit hard in these economic times.

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12:00 am EDT

Hotels.com false advertising!

I made a reservation through Hotels.com for two rooms one night. The website states if you find a cheaper rate within xxx amount of days they would refund you the difference. I found one directly through the hotel that was almost $50 cheaper. I followed the rules on the website to get a credit to my credit card but never heard a peep out of them. Never again hotels.com.

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umrah_1018
, PH
Nov 11, 2009 12:30 am EST

I've seen that promotion too by Hotels.com but as far as i remember it says on the website even by representatives that the they will honour that advertised pricematch guarantee on any published rate on any website for the same details of your reservation and as a disclaimer if they cannot match the price you do have the choice to ask for a 100% refund as long as it's within the cancellation window. I would not call it stupidity but i can consider it carelessness or " absurd not to absorb" the content of the disclaimers being provided. I think u need a dictionary or a new pair of glasses. Instead of pointing thy fingers, check your chin first you might have some dirt yourself..

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12:00 am EDT

Hotels.com they book for us the wrong package and no refund has been given

On May 1st we made several reservations with hotels.com help by Jessica Turner who is employed by them. Out of the four reservation one was book incorrectly. After many emails, several phone calls and being disconnected because they insisted that the connection was bad, 4hrs later I later of persisting calling I was help by one of the supervisors and the correct package was made. I was promised that the other package was being cancel and the money was being refunded to my credit card, and that all I need it was to pay for the new package witch I did.

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

I strongly believe that it is not corrected for me to be paying changer for the 1st package that was made incorrectly by them on my credit card that I am not going to used.

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12:00 am EST
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Hotels.com terrible experience!

On my first use of the service hotels.com I noticed that the page for credit card transactions is not secured. So when I called to make my reservation, I guess I was supposed to read all the disclaimers on the website first, which like an idiot I did not so I was extremely surprised when making the reservation that money had to be paid that very moment.

I couldn't even make plans to pay in cash, it had to be credit card, Money order, or nothing. When the Rep had answered the line my dog barked so I didn't catch her name nor did I think to ask at this point. The first thing they want is the credit card information, even before you actually find out if a room is still available or if it's the one you paid for.

Since I was paying extra for a "Pool" view room why hadn't she read this back to me when verifying the room? "It will be noted on my account, right?" I am told "No" they don't guarantee the room, as she went on I was quickly seeing they didn't guarantee anything! I asked her to note it on my account, I am paying extra and I don't want to end up over the parking lot! She says she's just suppose to read what's on the paper and that's all she can do (boy she got that right) she had this attitude like I had interrupted her day and continued to sigh the rest of the conversation until I was getting upset that she could by no means guarantee my Pool View Room. I said I just can't understand how you can be in business and offer No guarantees, she starts laughing at me like I'm a twit. I explain that I really didn't appreciate her laughing, this is my...CLICK!

She hung up on me! I had no confirmation number, no name of the Rep, nothing to verify this reservation, BUT she had my credit card number! I tried for over an hour to get in contact with hotels.com again, I received "Your call can not be connected at this time" or something very much like that over and over again.

A bit scared as she had my credit card number and I had nothing, nil, nada, zilch - I called my bank, she had already charged my account the charge for the two nights, over $150! While on the phone with the bank we tried yet again to get through to customer service at hotels.com only to find that to verify whether she made the reservation and I didn't have a booking, reference number they asked for my credit card number again! So now it's twice and to two people I've given my number (Nothing is secure on their website for credit card transactions so I'm not certain that it's safe on the phone either). The lady at the bank asked the Rep, "is this the only way when someone doesn't have their reservation number." "Yep!" he says. Since my bank was with me on this I gave it, found that I did indeed have a reservation for the extra money yet still no guarantee on the Pool room.

I insisted because of the treatment that it be noted on my booking. I HAVEN'T EVEN TRIED TO USE THE BOOKING YET! I cry to a supervisor finally, hours, stress, and emotional exhaustion later and I am told they will give me a $30 break - well ain't that nice, I'm a sobbing rag after all this and I still don't know what I will find on the other end. Five days later no credit of the $30 has hit my bank. When I call I get a foreign voice I cannot for the life of me understand and when I ask to speak with someone else she continues to try to say things in English (I guess anyway). Come to find out, I will get my $30 back within 30 days! They demand their money the day of, yet I will wait 30 days before I will know if they will actually refund 30 measly bucks.

My trip is still a month away. This is/was the last time I will ever use this service and I will dissuade others! Wonder what I will have to go through and what the hotel ACTUALLY has - what a way to ruin your business. Surely the rich people who use this service over and again could care less about a few bucks and their room is most likely a suite. Hotels.com, I know you won't miss me, but you might miss some of the people I tell about my experience.

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Alan Cseresznyak
, US
Mar 17, 2024 2:32 am EDT
Verified customer This comment was posted by a verified customer. Learn more

Siesta Key Resort & Suites cancelled my reservation three weeks before spring break. I want a refund processed today. I have had no luck dealing directly with the hotel. Please call me at [protected]. Alan Cseresznyak.

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Hope Ricciotti
Brookline, US
Nov 13, 2023 5:59 pm EST
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I cancelled a hotel reservation and the refund was declined. I was never told it was non refundable and did not received anything in writing either.

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David Rummler
, US
Nov 05, 2023 12:51 pm EST
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Trying to speak to a real person is impossible.

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DaveWM
, US
Nov 04, 2023 11:23 pm EDT
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First off hotels.com gives no discounts to senior, veterans or anyone else! They won't let you use 2 gift cards to pay for the same stay, even if it's multiply days!

There CSR are as useless as the website! I will never use hotels.com again...

that is, after I use these 2 gift cards!

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SukiMonster
Providenciales, US
Sep 24, 2023 6:56 am EDT
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I booked hotels in London in April (1 night), June (1 night), July (1 night) and August (1 night).

I also booked hotels in Seattle in July (3 night) and

Naas, in Ireland (1 night).

Now that you are One Key my rewards have disappeared.

How can I have them reinstated?

Regards

Patricia Selver

trish@needlesandpins.net

+[protected]

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nayyo
, US
Sep 23, 2023 12:46 pm EDT

Hotels./Expedia/others... bought over. Now have a One Key system. Used to have a Rewards Night... like $60-80 value for ten nights stayed. Now One Key that gives like $10.00 credit after staying 25 nights.

Usual take over, made bad, and they even market it as great (because is not!).

Good is, I go to other sites now; useless to us here!

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Mark0175
Tain, GB
Sep 03, 2023 2:04 pm EDT

I cancelled a hotel booking 2 minutes after I realised I had booked the wrong hotel. The hotel refused to refund as it was non-refundable but I day this is unfair as no loss to hotel given I cancelled immediately. Hotel.com refused or could not refund saying hotels policy but surely they can step in!

Booking ref [protected]

Booked 9th Aug23

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TLAdams
Cincinnati, US
Aug 26, 2023 5:55 am EDT
Verified customer This comment was posted by a verified customer. Learn more

They have no clue what customer service is. I have been waiting for a month to hear back from them on a complaint filed against a hotel that was unacceptable. I had a long road trip & stayed at multiple hotels, all booked through Hotels.com. All but 1 were good. The 1 was horrible & Hotels.com has been "looking into it" for a month.

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Ralph Casale
, US
Aug 22, 2023 8:05 am EDT
Verified customer This comment was posted by a verified customer. Learn more

Failure to show reservation Reservation Number: [protected] in ap resulted in a double booking for those dates at another hotel. I could not cancel due to lack of itinerary info until active. I would like refund on this reservation. Account casalera@gmail.com [protected]

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888jul
SIERRA VISTA, US
Jul 31, 2023 11:31 am EDT

On July 14. 2023 we checked into the Super 8 by Wyndham Abilene North I found all 3 rooms that I had booked were full of bed bugs and cock roaches. We were told by the hotel staff the credit would have to come from Hotel.com but I have not received anything and today July 24. 2024

Hotels.com Customer Reviews Overview

Hotels.com is a popular online booking platform that offers a wide range of accommodation options to travelers around the world. With a user-friendly interface and a vast selection of hotels, resorts, apartments, and vacation rentals, Hotels.com has become a go-to site for many travelers looking for affordable and convenient lodging options.

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Hotels.com In-depth Review

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Loyalty Program and Rewards: Hotels.com has a loyalty program called "Hotels.com Rewards." This program allows you to earn rewards nights for every 10 nights booked through the website. These rewards can be redeemed for free hotel stays, providing added value to frequent travelers. The loyalty program is easy to join and offers great benefits for loyal customers.

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Transparency and Trustworthiness: Hotels.com is known for its transparency and trustworthiness. The website provides accurate and up-to-date information about hotels, ensuring that you have all the necessary details before making a booking. The customer reviews on the website are genuine and reliable, giving you insights into the experiences of previous guests. Hotels.com's commitment to transparency and trustworthiness instills confidence in users.

Overall Rating and Recommendation: Overall, Hotels.com is a reliable and user-friendly platform for booking hotels. With its intuitive website design, competitive pricing, excellent customer service, and wide selection of hotels, it offers a seamless booking experience. The loyalty program and additional features further enhance the value provided by Hotels.com. Whether you're a frequent traveler or planning a one-time trip, Hotels.com is highly recommended for its reliability, convenience, and overall quality.

How to file a complaint about Hotels.com?

1. Log in or create an account: Ensure you are logged in to your ComplaintsBoard.com account. If you do not have an account, please register by providing the necessary information and verifying your email address.

2. Navigating to the complaint form: Once logged in, locate the 'File a Complaint' button situated at the top right corner of the website and click on it to access the complaint form.

3. Writing the title: In the 'Complaint Title' field, concisely summarize the main issue you have encountered with Hotels.com. Make it specific and clear, such as "Incorrect Billing on Hotels.com Reservation" or "Unresponsive Customer Service at Hotels.com".

4. Detailing the experience: In the complaint description, provide a detailed account of your experience. Include key areas such as booking issues, customer service interactions, discrepancies in charges, problems with the hotel stay, or any misrepresentation of hotel amenities. Be sure to:

  • Describe the nature of the issue with Hotels.com in detail.
  • Include any relevant transaction details, such as reservation numbers, dates, and amounts.
  • Explain the steps you have taken to resolve the issue and any responses received from Hotels.com.
  • Discuss the personal impact of the issue, such as inconvenience, financial loss, or disruption to your travel plans.

5. Attaching supporting documents: Attach any relevant documents that support your complaint, such as receipts, confirmation emails, or correspondence with Hotels.com. Do not include sensitive personal information that could compromise your privacy.

6. Filing optional fields: Use the 'Claimed Loss' field to quantify any financial losses you have incurred, and the 'Desired Outcome' field to clearly state what resolution you are seeking from Hotels.com, whether it be a refund, an apology, or another form of compensation.

7. Review before submission: Carefully review your complaint for clarity, accuracy, and completeness. Ensure that all the information provided is correct and that your desired outcome is realistically achievable and clearly expressed.

8. Submission process: After reviewing your complaint, click the 'Submit' button to officially file your complaint against Hotels.com on ComplaintsBoard.com.

9. Post-Submission Actions: Keep an eye on your ComplaintsBoard.com account for any responses or updates regarding your complaint. Be prepared to engage in further communication if necessary to resolve your issue with Hotels.com.

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