Hotels.com
reviews and complaints

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.

I recently booked three rooms for me and my friends while we were traveling. I gave them all the important information and they charged my card. Then I received several messages saying my card was charged multiple times. I contacted hotels.com and was told they gave all my credit card information to the hotel. Hotel took money for who knows what, without my permission! This happened despite the fact I had not given authorization for additional charges. I contacted my bank to review my credit card statement and saw there were some additional charges. I called hotels.com service and their agent told he could not understand why I was so surprised, since I had given them the credit card information. Then I asked him to transfer me to their manager, but he refused. He also refused to tell me his name and identification number. They treat secure information very poorly, so please don't use this website.

During my trip across country in Sept 2015, I used Hotels.com to book my room in Flagstaff Az. The hotel I attempted to book at was confirmed by the Hotels.com service rep but when I received my billing statement, it showed a different hotel and that I had been doubled charged for the same night. When I contacted Hotels.com on the matter they stated I had to take it up with the individual hotels and that there was notyhing that they would or could do to assist me. Three months later and several mailings between myself, my credit card company and a very uncooperative hotels.com ... still no resolution. Hotels.com refuses to cooperate and I am stuck paying for two stays on the same night in Flagstaff. No cooperation. No useful information provided. Unwilling to provide any information regarding the service rep or the supposed copy of the conversation I had with the service rep on the day of the booking. I strongly suggest that you avoid Hotels.com.

I booked two rooms with Hotel.com on 26.09.15 over the phone. When I got to the hotel I showed them my reservations, they booked me into one room, when checking me into the second room they advised Hotel.com has not booked the second room even though they had taken the full payment straight away. I was astonished as I had my reservation on email, however they refused to provide the room as Hotel.com had not booked it.

I then contacted Hotel.com who then advised they would need to speak to the Hotel management as they did. They were very rude to the hotel management and when speaking to me again the lady refused to provide me with a full refund. She wanted to relocate me after attempting to sort out the situation for over and hour, even though the hotel had confirmed they would not refund the one room that they had booked us into and which I had already paid for. I found their service absolutely disgusting, their employees seemed to be from abroad they had no concern for my well being, they were more interested in Hotel.coms financial interest.

It was for my first time in London with my partner and my friends, they caused me a great deal of awkwardness and stress, I now look like a very incompetent person in front of them, they had no concern fore anything and hung up on me on five different occasions.

I would not recommend anybody to use this company, usually cheaper to ring the Hotel directly or use a more reliable company who is based in the UK.

Absolutely astonished how these companies are still operating

I booked my hotel in Singapore to find out in the am that my reservation had been canceled. They claimed that the fraud team canceled my booking after fully charging my credit card. They made it look like as if I had canceled my booking via email. Long story short, I had no hotel reservation after traveling with 2 young children overseas, awful customer service and a full charge to my credit card. I spent several hours making oversears calls to the company. Clear credit card fraud/if a transaction looks fraudulent do not charge a person's cc.Stay away from this company. Worst experience ever!

I had a reservation at the Staybridge Suites Indianapolis-Fishers on July 31st. The confirmation from Hotels.com ([protected]) and their website specifically stated "One Bedroom Suite, One King Bed, Non-Smoking - Advance Purchase". When I got to the hotel we were given a room with a Queen bed. I showed the front desk the reservation and was told they had no King rooms and I would need to talk to Hotels.com. I have tried, but get no response. Same for the Staybridge Suites, as I have contacted them multiple times.
In addition to the type of room, we had three wake up calls that were not ordered. I spoke to the front desk who told me they would let their manager know. These calls came at 2:30 am, 3:00 am, and 3:30 am. They stopped when we called the front desk after the third call.
Neither Hotels.com or Staybridge Suites will respond. That is a shame that they are apathetic. This will happen to others.

For my stay in "San Antonio-days Inn Interstate Highway 35 North" on May 24 2015, I had made the booking through Hotels.com on May 18th and had made the full payment through online and the confirmation number for this booking is ""[protected]"". When I went to check in the hotel on 24th night at 11:30 PM, I was told by the hotel person that they had not received the payment yet and so they didnt allow me to enter the hotel. I called Hotels.com customer care and they put me on hold several times while talking with the hotel persons and I had to stay with my family outside the hotel in the midnight with my old parents and 3 years old child.

The call between hotel person, hotels.com and myself went for around one hour and my whole family had to wait outsie during this period. Finally the hotels.com customer care representative told that it was a mistake made from their end and asked me to make the payment using my credit card and it would be refunded. I requested her to settle it from her end, for which she told she is unable to do that. Finally I made the payment and it was infact refunded to me by hotels.com which is fine. However I asked for a compensation from the Hotels.com customer care for the mistake which was done from their end for which I had to suffer with my entire family by standing outside for more than and hour in the midnight in an unknown area. She told that its not allowed as per their policy though its their mistake and they can just apologize and cant do anything more.

May 2, 2015, I booked the Apartment Sata Olimpic Village thru Venere.com by contacting their [protected]. The offer price was $262.56 in Canadian Currency and it was reduced the price to $244 CAD because they agreed to price match other competitor price. I was advised that my canadian credit card willl be charge in the amount of $262.56 CAD and the adjustment will be followed. Waiting time is between 4 to 7 days. I requested to put it in writing about the adjustment in my confirmation letter which the agent agreed to it. But it was no done at all. Until now I followed up the adjustment still not showing up in the credit card.
Meanwhile my credit card was charged dated May 5 to $284.75 CAD. I contacted them but they told me the Apartment charged directly to my credit card in terms of EURO. So I end up paying 2.5% conversion fee plus the exchange rate. The Venere.com did not advised me about charging in EURO. They did not tell me about the apartment will handle the billing. It is misrepresentation or misleading to customer. They just told me when the bill is done which you can not dispute it because it is non-refundable. The difference amount that I was overcharge is $40.75 including the adjustment for price match.

On March 28th, 2015, I booked the La Quinta Inn & Suites in Sarasota, Florida
through the website, Hotels.com I received Confirmation, and the dates booked were from April 14-20, 2015.

On April 9, I had to revise my itinerary, and did this through my reservation number on Hotels.com. The dates were changed to April 17-20, within the same range of dates I initially booked. I then received this email back from Hotels.com:

Dear M..,
As requested, your reservation has been changed. Below is a summary of your revised reservation.
Thanks for booking with us. You don’t need to do anything else – just look forward to your stay. Your Hotels.com Confirmation Number is [protected].

I purposely made an early reservation at La Quinta Inn & Suites as I was going to Sarasota, Florida to attend the Sarasota International Film Festival, where a Documentary Feature Film I represented was screening. Since such a large number of people were attending the festival, the surrounding hotels were fully booked.

After I arrived in Sarasota, I called La Quinta on April 16th to request an early-check in on the 17th; and, to my utter surprise, I was told that the reservation had been cancelled.

I DID NOT CANCEL THIS RESERVATION, and as noted in the above email sent me by Hotels.com, it stated that it had received my revised reservation and “you don’t need to do anything else—just look forward to your stay.” !

I immediately called Hotels.com and was told that the system had cancelled the reservation, but had also retained the revised booking from the 17th-20th. The representative said that there was nothing she could do, and could only put me through to another representative to try and find another hotel in the area. I said why in the world would I want to do that when Hotels.com could not even get my initial booking correct.
I then demanded to speak to a manager—I was put on with “Michael.”

Michael told me again that the system had somehow cancelled the reservation, even though the reservation said I was booked from the 17th-20th at La Quinta. He called La Quinta and was told that they were fully booked and they could not provide me with a room. He said all he could do was put me through to a representative who would try and find me another hotel in the area. The problem was that all hotels in the vicinity were fully booked—and this was the reason I had reserved early.

And I again mentioned that the last thing I wanted to do was trust Hotels.com to do anything for me since they had completely screwed up the initial reservation.

Then, almost as an after-thought, and to my utter amazement, Michael then asked me if I would like to ‘CANCEL MY RESERVATION WITH LA QUINTA’ ! I replied that it was absurd since I had no reservation and was left without a hotel room.

This manager then had the nerve to say: "Unless you cancel this reservation, you will have to pay for it. It is actually less than a 24-hour cancellation, so in theory, you already have to pay for one night--but we will let you do it now without a charge." I retorted: "Let me get this straight. Hotels.com cancelled my reservation. I am now left stranded without a hotel room. And now you are telling me that if I did not cancel this reservation then I would HAVE TO PAY FOR THE ROOM—when I DO NOT EVEN HAVE A ROOM--because Hotels.com cancelled my reservation (unbeknownst to me)!

The representative answered: "Yes." Michael then ended the call with: "Is there anything else we can do for you?" I said NO and then he hung up. I then received an email from Hotels.com that my reservation had been cancelled.

If this is the way Hotels.com conducts its services and treats its clients, then I shall never use this site again.

Case ID : [REQ:M-8981420] - This matter remains unresolved. Plse listen to my enquiry CALL made on 15 July 2014. As I did NOT receive confirmation of booking on 14 July, I followed up on 15 July 2014 and was told that there was NO booking in my name, hence we went through the process again .. based on the advice/information provided by your Consultant! I received confirmation after my telecom on the 15th. This resulted in a double booking & payment being made, without my knowledge. Plse LISTEN to the telecom and it will become apparent that Hotels.com have to refund me for the erroneous double booking. I am NOT INTERESTED in Ashvin's (Customer Care Consultant) incorrect assessment of my complaint ... Ashvin, I PHONED .. LISTEN to the conversation with your Consultant - I did not claim that it was a WEBSITE error and the fact that your Consultant did not do his job on the 14th, is not my fault! Furthermore, I completed all the steps to mediate/correct this matter, as dictated by Hotels.com, yet you remain unperturbed and it is clear that Hotels.com’s claims of customer service is non-existent!

Venere.com have been advertising hotel rooms side by side and stating that some have special inclusions and others do not. In my case, the cheaper room that I was looking at did not have breakfast listed as included, so we booked the same room at a more expensive rate as it explicitly stated that breakfast was included. When we got to the hotel we were advised that the cheaper rate DID included breakfast.
We contacted Venere.com and they will not acknowledge that they failed to include this in the information making it misleading advertising. They keep stating that the 'non-refundable' is the only reason there was a price difference however any reasonable person would think that if the wanted breakfast included the more expensive rate is the only rate they can choose - as per the listed inclusions.