Hotels.com
reviews and complaints

I have just cancelled my account on hotels.com and will never use that site again. I booked two reservations on october 20, 2016 in New Jersey. I double checked my emails for reservation confirmations today. I found a third reservation for a hostel in New York city that I did not make. I called Hotels.com customer service and was told I had booked it of triptickets. I checked by Hotels account and only the two reservations I had made were listed there. I was given the number for triptickets, called there, and was told I booked through Hotels USA. I called hotels.com customer service again and had a very frustrating conversation with an agent. I told her what had happened several times and asked to speak with another department and was told there was none. I was offered no refund but a credit at the hotel for a year. I was ignored when I asked repeatedly to speak with someone else or another number to speak with a department to investigate this. I was told this was not possible and to call the hotel. She told me all she could do was cancel the reservation so I wouldn't be charged tax. I said I wanted it cancelled and hadn't made the reservation in the first place. I am going to complain about the hotels.com site to everyone I possibly can and contact the fraud department of my mastercard. I would like my money refunded and an explanation of how this happened.

My name is Almir Dizdarevic, and I have been customer with Hotels.com for some time now. I had booked a stay at Red Roof Inn in Blytheville AR from 10/18-10/26 of 2016 (hotels.com confirmation number [protected]).
The cost for that stay was about $582.40 through your site, but after researching further I found exact same room for exactly same hotel and dates about $109 cheaper on Priceline.com.
I then called/contacted Hotels.com, and spoke to a female agent, and advised her of the situation. She assured me that Hotels.com had best price guarantee and after pulling up provided information on her computer she informed me to not cancel with Hotels. com and that I was going to receive price difference of about $109 refunded back to my account withing 72 hours after my checkout.
After checking out, 72 hours later, I had not received any refunds and decided to call Hotels.com on 11/06 and ask about it.
I was told by one of the female agents that I needed to send a screen shot of price difference, something the first agent never mentioned. Also she did have the information in her computer and repeated the exact price difference amount which I was calling about. I then requested to speak to her supervisor and then I spoke to person who stated his name to be Anthony. He also offered me coupon of $150 on two occasions because of this matter, which I refused and asked for my refund to be deposited to my bank account as soon as possible. He then stated that he needed to refer the matter to the accounting department and that I was going to be contacted within 72 hours, which was going to be 11/09/2016.
My entire conversation with Anthony IS AUDIO RECORDED for my personal record keeping as well as evidence in potential legal action.
I have still not been contacted and it appears to me that someone has defrauded me of my money. I am contacting you in good faith to have this matter resolved immediately and have my money refunded. I hope I will not have to go through the legal ways as well as social media campaign to expose this.
Thank you very much for your time and I hope to hear from you soon.

After dealing with a charge for a hotel in Hong Kong that your agent investigated and told me she would correct it, the charge re-appeared on our AMEX bill along with a $123.84 interest charge. Your agent agreed that the charge was bogus, entered by someone who managed to get my card number, and that this was not the first time that this hotel was involved. She promised that she would cancel it immediately. It is extremely disappointing to discover that that did not happen and that we are furthermore being charged interest. She agreed, that based on my other charges, there was no way that I could have even been in Hong Kong at that time (in fact, I've never been there).

What do you want to do about this, and about the interest charge? I'm not happy that I'm needing to deal with this twice.

I booked a hotel in London - Travelodge London Central Southwark (1635475) for my stay from 12/10-12/14 and received an email from hotels.com reservation service saying that the hotel is overbooked and that I can consider an alternative option (Central Park Hotel). According to the email that I have received the distance between the original property and the property that they have offered is "within 2 minutes by walking distance", which is not correct. (in fact the distance between the two properties were 24 minutes apart by CAR) I called today (November 4th Friday) to notify them that they have given me the wrong information and to see what other alternative choices that I have. During the process I have been put on a hold for more than 20 minutes without any pre-notification and got disconnected. When I called again Jeff received a call and when I told him about the situation, he hung up on me immediately. I called again and Irving received my call and was transferred again to the right department and given an alternative option with cheaper price. Angela, who assisted me during the process did not notify me about the price difference (the new alternative was cheaper than originally booked property) and insisted to confirm via phone while I was outside and could not check the details about the property that hotels.com given me as an alternative. One thing that they could do is apologize for the wrong information provided to me first of all, and about the attitude of hanging up on its customers, and not being flexible to meet the customer's circumstances, and not providing proper guidelines about the price differences and how this may affect my reservation.

In July, I booked a room for the end of August in Manhattan. I inadvertently clicked on the wrong spot, and within 10 seconds I called the customer service number to tell them. The guy-Carlos in El Salvador-said he would cancel but I would get no refund. I said the law said I had so much time, and he said he did not have to abide by the law. I asked for the supervisor, he refused. I asked for a number in the U.S. so I can understand them; he said that was the only call center. They refused to cancel the reservation. I later found out the hotel was full, so they could have booked it. The person was hostile, rude, confrontational, and I had a lot of trouble understanding his accent. When I told him I wanted to talk to someone I could understand, he refused, said here was no one else, and he could take care of everything I needed. He kept saying he would be glad to cancel, but would not give a refund. I asked him if he was going to keep that money. No response.

I called the hotel directly to cancel, and they said that was not the way hotels.com worked, and they were not accommodating.

I decided to call the bankard and tell them the story, and have it removed from the card. They did. Hotels.com disputed it. In the dispute, they lied about everything--said there was no record of me asking to be refunded. They also said they talked to the hotel directly and the hotel said I stayed there. That was a lie. I sent proof that I was having my carpet professionally cleaned 1000 miles away to the Bankard Co (PNC.com)

The bankard believed hotels.com and put it back on the card. After 28 years and probably close to $1M in charges (charged 2 cars) over that time, I am cancelling them as well.

I understand that hotels.com has that kind of a reputation. Not only that, I found out it was even cheaper to go to the hotel directly and not through them. I am telling everyone I know what they did. The are connected with Expedia-which I will also never use.

Final Result:
Never use hotels.com
Never use Expedia
Never get a PNC credit card

I'm very disappointed with www.hotels.com service and will never use them again. I booked a hotel stay via Hotels website and everything seemed to be fine. I paid for my stay and received all the necessary confirmations.
When I arrived at the hotel they said that they could not find my reservation. I tried to contact Hotels customer service but they ignored me.
Thanks to the hotel manager I wasn't left on the street that night.
www.hotels.com is unreliable, unprofessional company. All they need is money and they don't care about their customers!

I contacted customer service about 1 am to reserve a room at that time . The lady told me she would send an email confirmation. I never received it. However, money was taken or of my bank account for the room. When I arrived at the hotel there was no reservation. I called hotels.com to get the confirmation number, they could not locate it, transferring me back and forth to different departments, a supervisor, then another department, which finally found the reservation, which was scheduled for the next day, which is not what I called and reserved. They claimed they would refund my money, which was already taken or of my account, and I had to actually pay the hotel for a room thus morning on top of already paying hotels.com. I am completely irritated and unsatisfied with the lack of quality customer service and probably will not use hotels.com in the future.

I don't recommend using Hotels.com come ever. It's not worth the amount you might possibly save in a room to the time wasted on fixing/correcting your reservation. I was on the phone with them 5 times, who by the way have a hard time speaking English, and wasted 3 hours of my life to fix a reservation that was booked on the wrong date and called 2 minutes after booking it only to get that my reservation was not refundable unless I jumped through hoops calling back and forth with the actual hotel and Hotels.com. With 3 hours wasted, I'm hoping they will keep their word and refund my money and after speaking with the actual hotel manager to book the correct dates, that I won't have any issues when checking in. This was an honest error and no one could assist with cancelling my reservation.

I booked a room online through hotels.com nowhere did it disclose that by booking a room at this property I would subjected to their cattlemill marketing protocol before being allowed to have my key... That I paid for online days in advance... Just so I would not have to wait in line. Not only did I have to "wait" but it took an hour just to check in? The poor elderly folks that were before me did not know what to do. They had incontinence and bad knees and a bad back... I felt as though I were being lined up to be sent of to a concentration camp. Then just when I thought that it couldn't get much worse the cut the line in half directly behind me and started a second line? All they actually did was take the folks from behind and serve the first? My ex husband actually sold for this company after I left him in 2011 only he worked in tn so I know that they cherry pick couples they think they sell...
Screw the others that have been standing there waiting their turn for am hour. I insisted that the elderly couple be assisted ahead of myself at least. Some douchbag wanna be hells angels miscreant had to speak up and let me know that he was aware that I was next. I thanked him for his valuable attention as I am sure that was short changing some daddyless stripper somewhere... Save your attention for the presentation you're about to be subjected to.
It's fine if you go in knowing that is what your getting. However, at no time did this property disclose that they were going to steal over an hour of my time for their own purposes. I paid for a room not the bullcrap.

Hotels.com agreed to validate my original best price guarentee. 10 days later they seem to have no record of it. They keep giving excuses as to why it doesn't qualify. Mostly because it is past the date. The customer service manager Isabella told me she deleted my original request because she was getting tired of dealing with me. This is the worse company I have ever dealt with filled with nothing but liars and greed. Expedia should be ashamed to be representing this company

My name is Brian Bennett. My res# is [protected]. I booked a hotel through your site on August 16 and selected the pay at hotel option. On August 20th my card was charged one nights stay. When I received the overdraft statement and fee from my bank, I contacted you and cancelled the res. I was assured I would be refunded in the next couple days. I waited a week with no refund and called again. After spending a couple hours, literally, on hold and being bounced around, I spoke to a supervisor. She informed me that the hotel ran the card, not them. I told her that I gave that info to YOU and you shared it, not me. You are responsible. She assured me that a refund would go through in the next 24 hours and someone from a "claims team" would be contacting me in the next three business days.

A week later, I called again. After an hour and 45 minutes getting the run around again I got another "supervisor" who informed me that this department I needed to speak with had no phones. Really, that is what she told me. In 2016 a customer service department with no phones and I am supposed to believe it. She told me I would receive an email from them tomorrow about how to proceed with my issue. That was 5 days ago. Still nothing. They sure do keep sending me adds though.

Today I got online and used their live chat feature. There I was told he would love to help me but the department the reservation was made through was unavailable to him and gave me the same number I have been calling. The entire time I am on the phone with that number. Every time I give my reservation #, they transfer me and put me on hold for hours.

Please make me understand how this is not just a scam and a criminal group? From where I sit that is all they are.

As a customer, I was stolen from (Over charged) and then lied to by hotels.com.in a nutshell: I was overcharged for a hotel stay, promised a refund to match priceline.com's quote, never issued the refund, told there was no record of the refund, misquoted for accepting a $40 voucher "instead of the refund," and then hotels.com refused to listen to the recording of a phone conversation when I was promised the refund. Horrific customer service by hotels.com! Terrible! In traveling across wyoming, I searched hotel rates online. On the website, hotels.com was charging about $82/night and priceline charged about $77/night. Since hotels.com claims a "best price guarantee," it was confirmed over the phone that priceline.com had a cheaper price on the exact same hotel. I was told on the phone by "candy" that I would be charged $97.68 but would receive a refund of $19.93 in the next 3-4 working days to match the price of priceline.com. Days passed, and I never saw a refund. I called hotels.com customer service who claimed there was no record of my refund in their notes. Why didn't "candy" write them down? Phone calls are monitored and recored and I knew the exact day and time I had talked with candy. But after talking with carlos the "finance supervisor," he claimed he had no record of the refund I was promised, he could not listen to recorded phone calls, and was "unable to process" the refund.. I accepted a $40 voucher while I told "joy" in a previous conversation in addition to the refund I was owed. I was told by carlos that I accepted the $40 voucher "in place of" the $19.93 refund. That is not true at all. Can I live without my $19.93 refund? Absolutely. It's the principle of the matter. Hotels.com did not fulfill their promise; they did not have record of my refund; they refused to provide customer service; and they misquoted me as though I accepted the voucher instead of the refund. Buyer beware! Stay away from hotels.com! On the other hand, i've had very pleasant, quick, and successful price match guarantees with priceline.com.

I had the absolute worst experience with this site. I booked a room for my family and I in Connecticut, about a week in advance. After a 4 hour drive, we arrived at the hotel in a rainstorm. It took me 45 minutes just to get to checkin due to a long line. Finally, I was called to the desk, only to be told that hotels.com canceled our reservation. I immediately called hotels.com and explained what the front desk just told me. The customer service rep looked up my reservation and assured me he would handle this and he would call the hotel to straighten it out. After a half hour, I got a call back from hotels.com saying that they don't know what happened, but the hotel is overbooked and there was nothing they could do. I explained that I had a very important event to attend that I paid a fortune for tickets, in just a few hours. He again assured me he would find another place. After a long time on hold, he came back with a hotel that was an hour away in the opposite direction. I told him i would miss the event and that I need something close. Well after 2 hours of being on the phone, NOTHING was done. I was left on hold for over 45 min and eventually just hung up. I missed the event, my children were heart broken and my wife was justifiably very upset. We missed the event and wound up driving back, 4 hours for nothing. The customer service I received was horrific and we could not be more disappointed. I trusted your site to provide a roof over my families head while we were in an area that we had never been to, only to be left out in the rain.

On July 9, 2016, I called customer service to inquire about a reservation that I could not find under my profile. The rep confirmed that I did not have an active booking. So I went ahead and booked in another hotel.

On July 11th, I received confirmation of 2 hotel bookings. I called the customer service to asked why that was so given that I called on the 9th and was told that I did not have an active reservation.

But because there was no notes about my call on July 9th, they are telling me that the double booking is my problem.

The Customer Servicer manager opened a case and assured me that they would look at their phone records, I called on July 14 and was told by another customer servicer rep that they did not check. Their escalation team sent me an email effectively telling me that I was lying about calling on the 9th.

Am very disappointed and angry at hotels.com

I have two hotels.com reward nights in my account. Unfortunately it is almost impossible to redeem these reward nights. There is a filter on their website for " redeem free nights". In-spite of using this filter, the options that feature cannot be redeemed. Call center is trained to deny anything with diplomacy but not solve the problem in any way. The refuse to share the name of their legal entity in India based on which a consumer complaint can be filed.This website should be banned by the government of India.

The hotel was Casarufolo Paradise. From the description I was willing to pay the price Veneer quoted $189.00 per night.
The hotel was nothing like the description on Venere's website so we left after one night having paid for two. Later I saw this hotel listed for $59.00 to $89.00 per night. I have not asked for a refund all I have asked is for Venere to explain why they charged $189.00 for a $59.00 hotel room. I heard from a customer service rep named Abdul who told me I was not getting a refund. I never asked for a refund only an explanation. I do not recommend using Venere to book hotels. There are many other upfront and truthful sites who will answere a simple question.

I booked a one night stay in hotel via Hotels. com. The next morning I had a flight, so I booked a hotel near the airport. My flight was changed, so I decided to cancel the booking and contacted customer service. Their rep said that everything was fine and told that I'll get a refund within 24 hours. 24 hrs. Later I checked my bank statement and realized that no credit was issued. Well, things like that sometimes happen, so I decided to wait few more days, but still no money. So called customer service again and asked what was going on. I was told that there was no record of me cancelling the booking! After days on the phone they offered me only a discount on my future booking. I'll never use their horrible disgusting service again! They never refunded me!

We booked a stay in Bangkok through Hotels.com. When we booked they had a special offer based on a highly inflated tariff. Before booking I contacted customer service and was told that special offer means 50% discount. I told my wife about it, she was so excited and we immediately booked a stay. When we arrives at the hotel, we were told that no reservation was made. The hotel did not know anything about any special offers. They did not receive the money and cancelled our booking. I was ready to pay extra but there were no free rooms left. I tried to contact Hotels. Com but received no reply and no refund. We will never use or recommend this horrible company to anyone.

I contacted Hotels.com and explained that I am a college and I need a cheap room. They recommended me a hotel and I immediately booked a room there. When I arrived it appeared that hotel did not receive any information about me from hotels.com. I asked for my money back and they said that I need to contact hotels.com. So I contacted them and was told there will be no refunds. I called and emailed many times and they told that I need to contact the hotel< because they have my money. These people are thieves and liars. I had no where to go and no place to stay, and it is their fault! I really hate this company, they gave me a hard time.

I booked a room through this site, but later I found out that it is much cheaper to book a room through the hotel itself than I had paid through hotels.com. My room supposed to be $90 cheaper! They took additional $90 for who knows what! I called their customer support asking for explanations.Their agent was quite helpful, he told our only recourse was to cancel the reservation and rebook directly through the hotel. However, we would have incurred a penalty since we were within 24 hours of the reservation. So it was much cheaper just to keep the existing booking. From now on, I wont be using this website, I'll better book directly through the hotels.