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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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10:49 am EDT
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Hotels.com hotel did not offer the 2 item we specifically required.

My wife booked our first vacation since 2005. She booked tru hotels.com. We were to stay in the same hotel in the miami area for 7 days. When she booked, she had only 2 requirements: a continental breakfast and onsite laundry. My wife booked for the week. When we checked in, they had no breakfast. They had no onsite laundry. The hotel desk rep stated that there was a laundry just across the street. The laundry that was supposed to be just across the street, was not. It was a block away in an area I would not want to spend much time in. Did I mention it had been closed for a number of week due to renovation? After a number of calls and e-mails, we were offered $100 off our next hotel.com reservation in the next year (With many more restrictiions.) we don't travel. We son't travel in the next year. We explained this to them an this was there final offer. They sold us something we did not receive. There are litterally hundreds of motels we could ahve stayed at in the miami area. Had we known we would not have booked with hotels.com in that hotel.

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clddebarge
Everett, US
Apr 16, 2014 3:19 am EDT

The price match is bogus, call center yet again in India, on hold for 1 hour and customer service is horrible! I found a better offer on the hotel we are staying's web site. And I was told because I had to enter a promo code they would not except it. Completely ridiculous.

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Justin Baty
Baltimore, US
Apr 16, 2014 3:32 am EDT
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I've ways had good service from Hotels.com
Sometimes I find a better price with the hotel or booking.com - so big deal, just buy best price!

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3:02 pm EST
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Hotels.com very poor customer service

I had made reservation through Hotels.com for a Holiday Inn in Florida. Trip fell through and 7 days before the arrival date I called the hotel to cancel.I was informed that since the booking was made through Hotels.com I had to cancel through them as well. Agent at Hotels.com immediately told me that the booking was non refundable and claimed that that was Holiday Inn's policy. I explained that I had dealt with Holiday Inn as a customer many time in the past and have had to cancel reservations and have never had any issues. I was told that I would need to call hotel directly which I did. Not surprisingly the hotel manager informed that a cancellation and a refund was not a problem but that I would have to go through Hotels.com.
I called back and explained the situation to another agent. She again told me that this was non refundable and I challenged her to call the hotel directly and her the managers name. the agent came back online and issued the refund.
I explained that 1. The agent at the time of purchase NEVER informed me that the reservations were supposedly nonrefundable 2. I never received a confirmation email 3. I waned to know whose policy it actually was to refuse refunds.
I never received a straight answer. The fact that I had to call the hotel personally and then had the agent cal anyways to verify the veracity of my information was insulting at best. The fact that the company representatives could not or would not answer the policy question was troubling.
I strongly urge you to consider using another booking agent or better yet deal with the hotel directly.
I will never use Hotels.com again and will make sure that others are aware of the disingenuous behavior I encountered.

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10:18 am EDT
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Hotels.com fraud

Delta Airlines and Hotels.com/Expedia.com/Microsoft are refusing to return a prepaid deposit on a hotel reservation which guaranteed "Free cancelation", which is of course fraud. I'm preparing a possible class action law suit against all parties involved and would like anyone with similar complaints against these companies to please email me at [protected]@embarqmail.com. I look forward to hearing from you.

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1:18 am EDT
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Hotels.com scam!

I booked today & noticed the confirmation email did not have the right number of guests. We were only booked for 4 but it should have been 5. I called customer service hoping to correct the mistake and I was told that I could either upgrade to a larger room at TWICE the booked charge or cancel at a rate of $50 fee plus one night's stay. There's where my problem comes in, the confirmation email I received from them clearly states that the cancellation fee is $30 USD. When I told my non english speaking customer service rep this, his response was "prove it". He told me to send a copy of that email to an email address & his "team" would take a look at it and reply accordingly. Just as I figured the email was returned, not a working email...go figure! So looks like I'm going to let my kids call customer service so that one of these scammers can tell them that thanks to venere.com ripping us off 60% of our budget we can no longer afford to re-book! I only wish I had read the scathing consumer affairs reviews before I was taken for a ride by this company...BEWARE

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12:30 am EDT
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Hotels.com cancellation fees - beware

I called Hotels.com because they had contradicting information regarding "Cancellation." On the website, there was a promotional comment right under the price stating "Free Cancellation." However, the details of the hotel's cancellation policy stated a one night cancellation fee (my reservation was for 3 nights). So "to be certain, " of the facts, I called Hotels.com. The agent assured me that the Hotels.com "Free Cancellation" would guarantee no cancellation fee, as long as I cancelled 48 hours before the check-in date. As my plans did change (my team lost - so no need to go watch the Final Four!), I attempted to cancel eight (8)! days before my check-in date. Now I am being charged for one night as a cancellation fee and Hotel.com simply says, "Oops." (And that was in very hard to understand - broken English from their Singapore call center.)

Next time, I will deal directly with the hotel. I can't afford to work through an undependable and unprofessional organization like Hotels.com. I'm concerned what misrepresentation/mistake will be made next time...

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5:55 am EST
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Hotels.com poor customer service

I have booked a room through Venere, as I have done many times before, and although the room wasn't advertised as prepaid, Venere charged my credit card. This is a problem as it was a business trip and I could not get the receipt at the hotel, and Venere customer service constantly ignores my e-mails... The receipt is needed as it was a business trip so I need it for accounting purposes.

Does anyone know what can I do if the customer service does not reply to my messages, which higher instance can I turn to in such a case?

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lillibug
Indian Trail, US
Jul 18, 2013 1:15 am EDT
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I booked today & noticed the confirmation email did not have the right number of guests. We were only booked for 4 but it should have been 5. I called customer service hoping to correct the mistake and I was told that I could either upgrade to a larger room at TWICE the booked charge or cancel at a rate of $50 fee plus one night's stay. There's where my problem comes in, the confirmation email I received from them clearly states that the cancellation fee is $30 USD. When I told my non english speaking customer service rep this, his response was "prove it". He told me to send a copy of that email to an email address & his "team" would take a look at it and reply accordingly. Just as I figured the email was returned, not a working email...go figure! So looks like I'm going to let my kids call customer service so that one of these scammers can tell them that thanks to venere.com ripping us off 60% of our budget we can no longer afford to re-book! I only wish I had read the scathing consumer affairs reviews before I was taken for a ride by this company...BEWARE

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selina smith
Miami Gardens, US
Jun 29, 2013 5:30 pm EDT

I just want correction on the billing. Just charged for only one night that my son was there Lawrence Smith. June 29, 2013.

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selina smith
Miami Gardens, US
Jun 29, 2013 5:27 pm EDT

I feel that this comp[any is a cons man. Out to rob everyone it can. Charging you for a night you were not even at the hotel. They feel they have the upper hand on you, because you are a visitor out of the country. They have the right to just out rob you. This not you would like for me to tell everyone how they are taking my money for no service. Specially wouldn't reccordment it this hotel to anyone either.

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5:04 am EST
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Hotels.com failed to return my money as per their price match guarantee policy

Hi,
I had booked a hotel from Hotels.com in the month of Sep 2012. Since they have a price-match guarantee, I wrote to them and called them regarding this matter. They promised me to refund the price match amount in Oct 2012. Since then I have written them several times as well as called them nearly 10-15 times, however they have not refunded my money. Every time I call them the concerned agent puts me on hold for more than 5 minutes and says that he would personally look into this and make sure that the amount will be returned in maximum of 3-7 days. This has not happened in the past 4 months. They also mention that they will call me back in 24 hours and confirm. However till date there have been no return calls and no price-match money coming to my account.
When I email them, I receive a reply that someone will revert in 3 days. Out of 10 emails I have not received a reply for 7 emails. Pathetic service. I stay in Saudi Arabia. Every time I have to call regarding this issue I have to call either India or UK as they do not speak English when you call on Saudi Arabia no. I have wasted more money in calling them as compared with the Price Match Money. I wrote this complain yesterday (17-Jan-2012) and called up on their UK call center no. I had a talk with their rep named Shirley who acted very stern and assured me that she will make sure that my money is refunded by 11 am Jeddah Time Today and also mentioned that she'll drop me an email with her contact details incase this does not happen so that I can directly get in touch with her. Till now (12:58 pm 18-Jan-2012) nothing has happened, neither the mail nor the money. I had informed her that I'm gonna post their review on this and other websites if she/hotels.com fails to resolve my issue. However I guess they don't care. If someone from a consumer forum is reading this then I would seek your help in taking an action against these guys.

My case no is REQ:M-3155962 (Itin: [protected])
My email Id is prashant.[protected]@gmail.com
I can provide all the related documentation available for this complain. Thank you
Prashant

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1:56 pm EST

Hotels.com They will give away your credit card details

We booked a one night stay in B&B Relais Sul Mare via Venere in Naples in october 2012. Everything was fine until we returned from the trip and I noticed that the B&B had made fraudulent transactions on my credit card (which information I had only insterted to Venere.com) worth 1200€. When trying to solve the mess I also contacted Venere.com and they said it's been a mistake and the B&B will return the money. I never saw the money again and finally the credit card company continued solving the problem. However, Venere is well aware of the frauds the B&B is doing yet they still have this B&B in their listing. I would never use Venere again because you really can't trust the company. They will give away your credit card details and they don't care if the companies they do business with are frauds or not.

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lillibug
Indian Trail, US
Jul 18, 2013 1:19 am EDT
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I booked today & noticed the confirmation email did not have the right number of guests. We were only booked for 4 but it should have been 5. I called customer service hoping to correct the mistake and I was told that I could either upgrade to a larger room at TWICE the booked charge or cancel at a rate of $50 fee plus one night's stay. There's where my problem comes in, the confirmation email I received from them clearly states that the cancellation fee is $30 USD. When I told my non english speaking customer service rep this, his response was "prove it". He told me to send a copy of that email to an email address & his "team" would take a look at it and reply accordingly. Just as I figured the email was returned, not a working email...go figure! So looks like I'm going to let my kids call customer service so that one of these scammers can tell them that thanks to venere.com ripping us off 60% of our budget we can no longer afford to re-book! I only wish I had read the scathing consumer affairs reviews before I was taken for a ride by this company...BEWARE

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haruba
, ZA
Jan 16, 2013 4:26 pm EST
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I have problems with venere.com as well - made a booking, paid it, hotel had no booking, I paid a second time - and have since then searched a little bit in the internet. A very interesting thing I found out: venere.com is 100% owned by EXPEDIA Inc.
Look what the website http://www.venere.com/aboutus/page_template.html?ab_1_en says:
About us
Founded in 1995, Venere Net Srl is an Online Travel Agency operating on a global scale, focusing exclusively on hotel reservations.
Controlled (100%) by Expedia Inc. that acquired the company in September 2008 from private equity fund Advent International and 4 founders.

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6:47 am EDT

Hotels.com This site is not worth the the few bucks you think you will save

I booked a hotel on this site in August, the price was great and I received the confirmation immediately. When I arrived at the SpringHill Suites in October, the hotel found my name in the system and it showed that I paid through Hotelclub.com, but the hotelclub credit card was declined. We spent over an hour on the phone with these people trying to get them to pay for something that I had already paid for 2 months in advance. To add insult to injury, I learned that if I had called the hotel, I could have gotten a better rate. This site is not worth the the few bucks you think you will save. STAY AWAY FROM HOTElCLUB.

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6:55 am EDT

Hotels.com Do not use Venere as a booking agency

Recently my elderly father-in-law who lives in Spain was rushed to hospital. My wife immediately booked a flight out from London to go and see him the next day and she booked a hotel in Torrevieja for 4 nights using Venere.com. They sent an email saying that the reservation was confirmed. After a difficult journey, she arrived at the hotel in the evening only to be told that they had no knowledge of any reservation and that the hotel was completely full!

Fortunately the hotel was very helpful and managed to find another hotel not very far away that did have a room available and after a time the problem was solved (although it did entail a long walk with a suitcase). However it was a very stressful time for my wife.

When I found out what had happened I wrote to Venere for their comments but they ignored my email completely.

My recommendation is that if you want to be sure that there is a room waiting for you when you believe that you have a confirmed booking - do not use Venere as a booking agency.

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lillibug
Indian Trail, US
Jul 18, 2013 1:21 am EDT
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I booked today & noticed the confirmation email did not have the right number of guests. We were only booked for 4 but it should have been 5. I called customer service hoping to correct the mistake and I was told that I could either upgrade to a larger room at TWICE the booked charge or cancel at a rate of $50 fee plus one night's stay. There's where my problem comes in, the confirmation email I received from them clearly states that the cancellation fee is $30 USD. When I told my non english speaking customer service rep this, his response was "prove it". He told me to send a copy of that email to an email address & his "team" would take a look at it and reply accordingly. Just as I figured the email was returned, not a working email...go figure! So looks like I'm going to let my kids call customer service so that one of these scammers can tell them that thanks to venere.com ripping us off 60% of our budget we can no longer afford to re-book! I only wish I had read the scathing consumer affairs reviews before I was taken for a ride by this company...BEWARE

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Thomas16
London, GB
Oct 08, 2012 3:09 am EDT
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The email confirming the reservation is worthless.

I booked a hotel apartment in Spain at short notice and got a email later that day saying my reservation had been confirmed. But on arrival the following day at the agreed time, no one was there to meet me. When I phoned the owner he first said that he had no knowledge of the reservation, then he changed his story and said that he had only been told of it an hour previously and he was full.

I finally found somewhere else (it was now 8pm and I was lucky to find a room in August). I contacted Venere the next day and they said the owner had cancelled my reservation as my credit card details were incorrect. This was quite clearly nonsense.

I had to spend several hours and make expensive phone calls to find somewhere for the rest of my holiday (I asked Venere's Spanish office to find somewhere but the person I spoke to had such poor English he couldn't understand what I was asking for.)

I complained to Venere on my return to the UK and they said any hotel or apartment owner could cancel a reservation within 3 days of the booking. If this is true the email I received confirming my booking was clearly worthless.

Do not use this company!

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2:44 am EDT
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Hotels.com Undue cancelation fee

On August 7th 2012 I booked a room by Venere.com as below:
"Your reservation has been confirmed.

We suggest printing a copy of this email and bringing it with you to the hotel.

----------------------------------------------------------------------
Reservation Summary
----------------------------------------------------------------------
NAME: F... de S... T...
EMAIL: [protected]@xxxx

RESERVATION NUMBER: IHR15331185
RESERVATION STATUS: confirmed

CHECK-IN DATE: 15 September 2012
CHECK-OUT DATE: 17 September 2012
NUMBER OF NIGHTS: 2

Inn: Gästehaus Alba
City: Rust

ROOMS BOOKED:
1 Double Room - Free Breakfast Daily total

15/09/2012 80.00 EUR 80.00 EUR
16/09/2012 70.00 EUR 70.00 EUR

Total price : 150.00 EUR
...
----------------------------------------------------------------------
Price, Deposit and Payment
----------------------------------------------------------------------
TOTAL PRICE: 150.00 EUR
...

Your credit card will not be charged by Venere.com.
Payment is to be made directly to the hotel.
If the property requires a deposit or advanced payment, this information will be indicated in the following section.
----------------------------------------------------------------------
Cancellation Policy - Penalty
----------------------------------------------------------------------

! You may cancel the reservation without being charged the penalty indicated by the property by:
>>>>>>> WEDNESDAY, AUGUST 15, 2012 at 11:59 pm (GMT +2h)
You cannot cancel your reservation if you selected and booked a room indicated as "PREPAID/NON REFUNDABLE".
Venere.com never charges a penalty for cancellations.
! The Inn Gästehaus Alba has the right to charge a penalty for cancellation requests made after the deadline indicated above and/or if you do not follow the instructions specified in the section "How to Cancel Your Booking".
! Free cancellation can be made up until 30 days before the check-in day.
For cancellations made after this time a cancellation fee of 80% of the entire stay will be charged. All times refer to the local time at the property. For no-show, 90% of the entire stay will be charged.
----------------------------------------------------------------------
How to Cancel Your Booking
----------------------------------------------------------------------
Please access your reservations at the following address:

Insert your registered email address and the password sent to you and follow the cancellation procedure.
Venere.com does not accept cancellation requests sent via email to our Customer Service Department, even if the request is sent before the cancellation policy expires. All cancellations need to be made following the above instructions."

On August 8th I cancelled the reservation as described in the "How to cancel your booking" and Venera.com sent me the following confirmation:

"2012/8/8

this is a copy of the message that has been sent to the property.
-------------------------------------------------------------------------------
Hotel Gästehaus Alba (Rust)
Attn: Reservation desk
The IHR reservation number [protected] has been cancelled.
Reservation request code: IHR [protected]
Name: Francinne de Souza Torres
Reservation was made on: Tuesday, 7 August 2012 17:37 (GMT +1h)
Check in: Saturday, 15 September 2012
Check out: Monday, 17 September 2012
Rooms requested:
1 Double Room - Free Breakfast 150.00 EUR
---------------------------------------------------------------------
Thanks and best regards."

And that's my credit card bill:

"Movimentações Internacionais em Dólares (US$)Data Descritivo Crédito Débito
FRANCINNE S TORRES N° 4007 70** **** 4155
08/08 GAESTEHAUS ALBA (93, 02) "

Please note the sentences marked with "!" and ">>>" on the texts above. According to the first email sent by Venera.com, I would be able to cancel my reservation without paying any fee until "WEDNESDAY, AUGUST 15, 2012 at 11:59 pm (GMT +2h)". I cancelled it on August 8th, 7 days before the deadline, and.. surprise! A cancellation fee was charged on my credit card on the same day I did it!

I want my money back! I was foolish by this website and no one answer my emails.

First and last time I used their services, ever!

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lillibug
Indian Trail, US
Jul 18, 2013 1:25 am EDT
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YES< had the same experience;I booked today & noticed the confirmation email did not have the right number of guests. We were only booked for 4 but it should have been 5. I called customer service within the hour hoping to correct the mistake and I was told that I could either upgrade to a larger room at TWICE the booked charge or cancel at a rate of $50 fee plus one night's stay. There's where my problem comes in, the confirmation email I received from them clearly states that the cancellation fee is $30 USD. When I told my non english speaking customer service rep this, his response was "prove it". He told me to send a copy of that email to an email address & his "team" would take a look at it and reply accordingly. Just as I figured the email was returned, not a working email...go figure! So looks like I'm going to let my kids call customer service so that one of these scammers can tell them that thanks to venere.com ripping us off 60% of our total vacation budget, we can no longer afford to re-book! I only wish I had read the scathing consumer affairs reviews before I was taken for a ride by this company...BEWARE

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bferr84
Reseda, US
Sep 29, 2012 6:05 am EDT

I have had a similar problem. I booked DIRECT on a hotel website, then cancelled months in advance. I came home from Europe to find they had charged my credit card one night for two rooms. When I inquired they said yes you cancelled, and we accepted but you immediately booked on Venere.com. This is not true. I went back to Veneres site and looked to see if I mistakenly booked on their site too, but it's not there. Now I'm forced to dispute with my credit card company and they are not answering my emails.

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6:55 pm EDT
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Hotels.com Booked a room that didn't exist

Refused to honor booking for agreed room. Sent me a confirmation email that stated I would get a room with two king beds and a sleeper sofa. When I arrived with two elderly women and two kids under ten the hotel informed me they didn't have a room that would accommodate us. After I drove 10 hours I had no choice but to pay for extra room. When I called them, in India, they told me to email the complaint dept. the next morning I had to pack up and move all our stuff to another hotel. Without a kitchenette without free wifi without free parking. With two beds and a rollaway. This is unacceptable, it is not what I paid for back in march and I will not stop until I get this resolved to my satisfaction.

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Smailo
, US
Mar 30, 2012 2:56 am EDT

I reserved two rooms for Hotel Roma and unfortunately had to cancel. I read the print out from Venere and duly emailed them on their "customer.service@venere.com" site and asked for confirmation that the reservation was cancelled. I have now written them 3 times and have yet to receive my cancellation confirmation. I will try to contact the Hotel directly and cancel. Beware, if the service is not any better than this.

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5:55 am EDT
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Hotels.com cheating by hotels.com

I have experience the price guarantee offered by hotels.com. For my feeling, hotels.com just like "cheating" its customers. I deal with them in accordance with the T&C of the price guarantee. But, they say that my booking is non-refundable booking so it is not under the scope of the price guarantee.

However, I have read through the T&C of the price guarantee. There is no wording about "non-refundable" booking. I make a complaint to them and they were not willing to handle and not reply at email promptly ( 30 days no response from them even with repetitive reminder to them). Eventually, I request them to call back me. However, I just received an email telling me that they are not suppose to make outgoing call.!

So, their service is very bad and the guarantee is just like rubbish.

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Samiemma
, US
Dec 28, 2012 9:39 pm EST

Hotels.com need an over haul of their customer service protocol.

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Samiemma
, US
Dec 28, 2012 9:38 pm EST

I had the exact same experience. So sorry I didn't check here first. NEVER EVER USE HOTELS.COM.

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haga (jamaican)
, JM
Oct 03, 2012 9:55 pm EDT

ohh yeah. i lav it! so much ! hotels.com really help me a lot to make a hotel reservations. and they are friendly actually. so i'm wondering why is that piece of ### calling hotels.com. you sucks.

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sophia _smith
Beverly Hills, US
Oct 03, 2012 8:30 pm EDT

Ooooooh.. I actually love hotels.com. The agents are very helpful and friendly. They actually really tried to manage to find hotels within my price range and also considering the location I wanted to be close to. THUMBS UP FOR YOU GUYS!

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pon123
, IN
Jun 15, 2012 6:21 am EDT
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good post…
puneonnet.com

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3:10 pm EDT
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Hotels.com booking system

I experienced horrible scam from Hotels.com before, so tried to avoid this place. However, I did not know some other places are also belonging to Hotels.com. Bad experience again, what a waste of my life!

I booked a hotel one month before via another hotel site. Confirmation email came to me from another name's hotel reservation site. It made me uncomfortable. I realized some other places had been keeping my itinerary information.

Upon arrival at the hotel, I was told my reservation was NOT there.
We asked who is in charge of the reservation in the first place, but never were informed details. ( for their security, they said)
Our experience with Hotels.com ( other subsidiaries, too) was always terrible. I learned I should only book any hotel directly from now on for my security.

I would not recommend to use them unless you want to

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2:29 am EDT
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Hotels.com will not give refund

I had booked reservations throught hotels.com for a three night stay at Regency Inn, Fort Walton Beach, FL, March 15-17, 2012. Generally, I am a frugal traveler and will spend less money on a hotel so that I can use the extra cash on nonessentials. In no way is there a beach nearby like hotels.com summarizes. When I arrived, I called and informed them that they were very misleading and that I was unhappy with the condition of the room. The hotels.com agent I spoke with the evening of the 15th advised me to stay the night and that they would cancel the next two nights. All that was requested of me was to check out on the morning of the 16th before the check-out time and than to call hotels.com. The next morning, I did as instructed-Checked-out before 11am. I than called hotels.com to let them know that I had checked out and had to repeat my reasoning for checking out. The agent was very considerated and advised that my refund would be issued within 3-5 days but after the 5th day if I havent received it to contact my bank because it would be on them to issue the credit. Two months, numerous false promises, and 30+ calls later, no refund. They continue to point the blame on the hotel chain and like I explained to them, that was an issue that management will have to take up with the hotel chain because they acted on my behalf as my agent and I paid hotels.com for the room not Regency Inn.

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3:57 am EDT
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Hotels.com booking system error

I am writing to complain about an experience that I had with booking a hotel online with hotels.com.
In September 2011 I tried to book a hotel in Paris. Using hotels.com I got to the final stage of a booking (name, address, email address, credit card numbered entered and check for terms and conditions) but when I clicked confirm nothing happened, my browser just kept waiting for the site to respond (I tested the Internet connection for another site, which was OK). I left my booking waiting for around 15 minutes but nothing happened. I did not receive any confirmation email.
I was concerned about this because I had got to the final stage of the booking and had provided my credit card details. The next day I telephoned hotels.com to find out the status of my booking and I was told by the agent that it had not gone through. She apologised to me and she even persisted to try and find me another hotel, which I declined.
I found and booked directly with another hotel and enjoyed a wonderful autumn weekend in Paris.
At the end of the month I received my credit card bill and noticed that I had been charged by the hotel that I had originally tried to book through hotels.com (not only for one room as I had originally requested but for two rooms!). I contacted the hotel and was told that they had received a booking from venera.com, which I requested a copy of. Sure enough, there were clearly two bookings made for two nights each in my name from venere.com and the hotel had charged me the full price because I did not show up and did not cancel the reservation.
I was a bit confused at first because I had made the booking through hotels.com, but I discovered that venere.com is owned by hotels.com (which in turn is owned by expedia group).
Because I was dealing with one of the biggest online booking sites, I thought that this would not be too difficult to fix, but that has not been the case. First of all they could not find my booking, then the booking mysteriously appeared and they tried to get me to take this up with the hotel (who have not done anything wrong), then they admitted a faulty system and directed me to head office in America (via a fax number) where I have been practically ignored (I did receive one message four weeks ago telling me they were dealing with this and it would be completed in 72 hours – at least this confirmed I had the correct fax number!). Each of these steps involved dozens of phone calls and emails and has taken almost six months with considerable persistence and patience. I continue to email, call and fax but keep going around in circles.
The reason why I am writing to you is to share my story with you and ask if you have any advice for me to get this resolved? Hotels.com have displayed incompetence with their booking system and their customer service. Although this is not a huge amount of money (320 Euros) I am angry at how poor their booking system and customer service is. I feel I should fight this not just for my sake but for other potential victims of their booking system problems.

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Henrik Johansson
, SE
Oct 12, 2018 8:25 am EDT
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I Have exactly the same experience, customer service is a big joke, they just play you until u give up, ther IOS app charged me for total of 850€ for 2 different hotels, one night each, in ritz and st regis in istanbul, the app told me that the hotels were full when i press confirm booking, the confirmation emails came together hours later when i was already checked in another hotel,

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8:33 pm EST
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Hotels.com failure to refund charges

Reserved room at Golden Nugget (Las Vegas) for two nights through hotels.com on Dec 6, 2011. Found I could not make the trip; called to cancel reservation Dec. 8. Printed form shows reservation canceled that day and promises refund ($199.82) within a maximum of 14 days. Credit card statement shows charge billed by hotels.com Dec. 6. No further activity (no refund). Jan. 19, 2012, I contacted hotels.com to ask about refund. After being placed on "hold" several times (to "check resources" and "call the hotel") the refund was promised to be processed within 72 hours. At one point, the agent asked me the reason I had canceled. I told her that was none of her business and had no bearing on the promised refund. When I asked "why?" the refund was not processed as promised, she continually skirted the question by blaming a "system problem." I would think long and hard about using hotels.com again. First, I do not feel it is appropriate to charge a complete reservation fee to one's credit card immediately (Orbitz does this, as well). If you have made a reservation for a lengthy stay, you may be billed hundreds of dollars far ahead of your visit. Second, it is obvious hotels.com does not follow through on its promises of a refund. While the statement provided states, "All refunds will be made to your credit card within 14 days" that, in this instance, was a lie. The fact I had to spend over a half-hour on the telephone to receive yet another promise of my refund demonstrates that quite well.

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1:41 pm EST

Hotels.com bogus price match guarantee

Hotels.com does not honor their price match guarantee when a coupon is applied. On Nov 17th, 2011, we booked a hotel in San Antonio for Saturday through Tuesday. The rates were $189.99, $144.99 and $144.99 respectively. We also had a ten percent off coupon that we applied to the total. On Nov. 25th we found the same hotel room for $159.99, $144.99 and $144.99. I called Hotels.com to get the price difference of $30 on the first night. They said because we used a coupon the price match didn’t apply. I asked to speak with a supervisor and he gave me the same excuse. This is just another gimmick they use to avoid paying a price match guarantee. The Saturday night room was $159.99 on both their site and Expedia irrespective of the subsequent 10% discount. Be aware of these tricks. I will never book with hotels.com again!

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5:22 pm EDT

Hotels.com hotels.com has no refund policy

I made two separate room reservations on the phone with hotels.com for two rooms in the Days Inn Newburgh Stewart Intl hotel. The rooms were for emergency shelter due to a blizzard and power outage. Hotels.com guaranteed that there would be rooms available but the fee would be non refundable. I arrived at the hotel and they stated there were no vacancies. I provided the Hotels.com confirmation numbers to the clerk. She stated that there was a problem with Hotels.com satellite and none of their reservations had reached the hotel, and they were unable to accommodate any of hotels.com reservations. I called Hotels.com and explained the situation to them. They put me on hold for one hour. After SIX attempts of calling to get a refund, I am told by every agent answering the phone that the rooms were booked on a no refund policy. After explaining each time to each agent that no rooms were available or provided, I am put on hold while they contact the hotel. They return to tell me that I am right about no rooms available, and they say that they will cancel the reservations, but it will take up to 30 days to get a refund. They then say I will receive a confirmation email that the process has started within 15 minutes. I never receive the email, and when I call back the process is started all over again with the same results. Two times they never returned from hold. It took me 5 minutes on the phone to make the reservation, have my money withdrawn, and receive an email with confirmation numbers. I have spent nearly 5 hours on the phone trying to get my money back for services promised and never received. To top this off, I specifically asked Hotels.com when making the reservations if they were sure I would have rooms available due to the current crisis. I was assured that Hotels.com has a block of rooms reserved at the hotel and not to worry because they have to have the rooms available.

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7:24 pm EDT
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Hotels.com fraud with reservations and customer service

I prepaid for a hotel reservation with Hotles.com by phone. Upon arrival to the hotel I was told the company made invalid reservation for me and it will not be honored. I could not get my room. I was asked to pay for a different room at higher rate and to cancel my reservation. When I called Hotels.com customer services at they said they could not cancel and after spending an hour on the phone will me said the line is breaking up and they could not hear me any longer. I called them again several days later from home. They said they could not give me a refund even though they admitted my reservation was not accepted by the hotel. When I asked for a manager, they said the same thing, the phone line was bad now and they hung up.

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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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Another positive aspect of Hotels.com is the site's easy-to-use interface. The platform is designed to be user-friendly, allowing travelers to search for and book their accommodations quickly and easily. The site also offers a range of filters and sorting options, making it easy to find the perfect property for your needs.

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Overall, Hotels.com is a reliable and convenient platform for booking accommodations. With a vast selection of properties, competitive pricing, and a user-friendly interface, it's no wonder that so many travelers choose to use Hotels.com for their lodging needs.

Hotels.com In-depth Review

Website Design and User Experience: The website design of Hotels.com is clean and user-friendly, making it easy to navigate and find the information you need. The search function is intuitive, allowing you to filter results based on your preferences. The overall user experience is smooth and efficient, ensuring a hassle-free booking process.

Booking Process and Availability: The booking process on Hotels.com is straightforward and quick. The website provides real-time availability, allowing you to easily find and book hotels that suit your needs. The confirmation process is prompt, and you receive all the necessary details via email. Overall, the booking process is seamless and reliable.

Pricing and Value for Money: Hotels.com offers competitive pricing and great value for money. The website provides a range of options to suit different budgets, from budget-friendly accommodations to luxury hotels. Additionally, Hotels.com often offers special deals and discounts, allowing you to save even more on your bookings. Overall, the pricing is reasonable, and you get good value for your money.

Customer Service and Support: Hotels.com provides excellent customer service and support. The customer service team is responsive and helpful, addressing any queries or concerns promptly. They are available 24/7, ensuring assistance whenever you need it. Whether it's a change in booking or a request for additional information, Hotels.com's customer service is reliable and efficient.

Hotel Selection and Quality: Hotels.com offers a wide selection of hotels across various destinations. The website provides detailed information about each hotel, including amenities, photos, and customer reviews. This allows you to make an informed decision and choose a hotel that meets your preferences. The quality of the hotels listed on Hotels.com is generally high, ensuring a comfortable and enjoyable stay.

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.

Mobile App Functionality: Hotels.com's mobile app is user-friendly and offers a seamless booking experience on the go. The app allows you to search for hotels, compare prices, and make bookings easily. It also provides access to exclusive mobile-only deals, ensuring that you get the best prices. The app's functionality is smooth, making it convenient for travelers who prefer booking through their mobile devices.

Additional Features and Services: Hotels.com offers additional features and services to enhance your travel experience. These include the option to book flights, car rentals, and vacation packages, all in one place. The website also provides helpful travel guides and recommendations, helping you plan your trip effectively. These additional features make Hotels.com a comprehensive platform for all your travel needs.

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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