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Hotels.com Complaints 960

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11:33 am EDT
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I recently made two bookings for Hotel Seven Days in Prague through Venere.com. I used two different credit cards for each booking and received confirmation for both bookings. Then the next day, I received an email from the hotel, saying that my reservation is denied due to a 'technical error.' I wrote a complaint letter to Venere.com, asking them for an...

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11:20 pm EST
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Hotels.com harrassment

I paid for 2 rooms in Tahoe in July, 2010. Hotels.com did not represent the hotel correctly on their website at the time and I ended up paying more than anticipated. I disputed the charge with my credit card. They investigated but found in favor of Hotels.com so they posted the charge to my statement in September, 2010. I paid it in full that month. However, in February, 2011, I received a collection notice from a collection agency saying I owed that money to Hotels.com. I attempted to explain that i had paid it and they sent HOtels.com the information, however they still harrassed me. After talking to someone at Hotels.com who said they had no information regarding my booking, I called the collection agency again who gave me a fax number to send my credit card statement to. After that I haven't heard from anyone as of yet. Horrible experience with Hotels.com. Would definitely recommend to stay away from this company.

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7:12 pm EST
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Hotels.com Unaccomodating and rude

Here's a real overpriced dump in Rockley, Barbados Island,

Wife and I, went to Bridgetown Barbados, West Indies and was practically treated like we were invisible by the Blue Horizon Hotel on Rockley Beach. This place is a true dump! Here's a list of serious issues with the hotel:
No working Air Conditioning unit inside the room upon arrival to the hotel. Had to threaten to cancel rest of the reservation to get another room.
No elevator anywhere in the hotel, even if your staying on the 4th floor.
Open electrical fire hazards in the room and on the hotel grounds around sidewalks.
Electronic safe inside the room did not work inside the room.
No concierge desk or no one to assist with guest services, island events, or recreational activities. No staff member ever smiled or greeted us the entire stay.
Continental breakfast is a basket of toast. No selection, No menus, and you have to sign for it even though it's supposed to be free.
Beds were very uncomfortable as sleeping on a rock slab. No hot water in the mornings. Only cold showers half the time.
Hotel is located next to a very busy road, no view of the beach as advertised, and most of the rooms have only a view of a really noisy fast food pizza & chicken restaurant drive-thru, that used to be McDonalds. Really poor taste for a 3-4 star rated hotel booked through www.hotels.com
Front Desk is very rude, irresponsible, and was un-accommodating in every aspect of the way. Example: Hotel was practically empty and wouldn't let us pay to stay an extra night when we accidentally missed our flight. We had to scramble to get out of the Hotel and off the Barbados Island.
I am really surprised that the Blue Horizon Hotel was even open for business as borderline inhabitable as it appeared. My wife and I, have traveled to remote regions of the world and have had much better accommodations than this flea-bag hotel could ever compare. So, traveler's be aware of the hotel your staying in, before traveling to Barbados Island, West Indies. Please forward this complaint to as many travelers as possible who are deciding on a honeymooner's paradise to Barbados Island. The Blue Horizon Hotel south of Bridgetown (Rockley Beach) is not the place for you!

Signed,

Concerned guest

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6:06 pm EST

Hotels.com I would be very cautious about the quality of hotels on this site

Looks like a nice site at first glance, but I went ended up booking a hotel through this site and then upon arrival at the hotel had a very bad experience with their service, so much so that I didn't want to stay there anymore. I paid for one night's stay, and left disappointed. I later went back to Venere to write a review of my experience, but Venere wouldn't let me, no matter how much I asked. It seemed they wanted to protect the hotel instead of the helping the mistreated customer! I would be very cautious about the quality of hotels on this site.

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12:52 pm EST

Hotels.com price match bogus

I was looking for a hotel in Keystone, CO for my husband and I for Presidents' Day weekend (18-21 Feb, 2011) and found a hotel we thought we'd like on several sites. Priceline had it cheaper (without bidding), but as we had had success with Hotels.com before, I decided to call them to see if they would match the price (per their website guarantee). The representative verified the price I had found on Priceline (over $131.00 less) and said they would match it. My clue that this was not going to go well, came next, and I should have run... she said they were going to charge the original amount and then a credit would be run, within 2 hours, to get to the adjusted amount (as she could not do it). Well, 8 days later, still no credit. This is after 3 phone calls and as many emails. I've now gotten my credit card company involved, particularly after the last call to Hotels.com 24-hour customer service line. I got a frontline representative, so was very quick to say that as I had been at this for a week, I needed to talk with a supervisor. She left the phone for several minutes and then came back and said none were available. I asked if that meant none were there, her comment, "No, helping other customers." She did not/would not give me the option to hold. DO NOT USE hotels.com (and as they are affiliated with EXPEDIA, I'd say not use them either).

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Andrew Tan
SG
Jun 04, 2013 4:54 am EDT

I just had a similar experience. Booked for 5 nights at Montien Hotel, Bangkok and the price was Baht17, 324.95. Later, saw the same thing on HotelTravel.com for Baht12, 856.10. Called Hotels.com to claim on their price guarantee and the guy went to HotelTravel.com site. He filled a similar booking and in fact came up with a even lower price of Baht 9k+ . He however stated that there was a statement at the bottom of that site that stated the currency of billing is USD. Based on this statement, he claimed that their price guarantee requires everything to be similar and therefore they could not honour a claim. I tried to reason that billing currency does not mean that this site is offering a lower rate. He insisted that their guarantee condition requires everything to be the same. I read their terms and conditions and replied that their terms just said the itinerary must be the same and since billing currency does not affect itinerary, it is not relevant. He insisted the condition is applicable and the competition's booking price is not exactly similar for the guarantee to apply. I replied that this is illogical. He even went to the extent to state that in business it is very common to have things that appear illogical. This reservation organisation is really a scam.

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dsunrise
Brentwood [Contra Costa County], US
Nov 12, 2011 11:56 pm EST
Verified customer This complaint was posted by a verified customer. Learn more

I tried to reserve a room in Las Vegas. The website offered a rate. When paying for the rate, it went up more then double. I did not complete the reservation and called them up. I spoke with a agent and he confirmed the price on the website. He told me that he confirmed with price gaurantee department and that I had to pay the higher price, then they would turn around and credit the price difference back. I bought it. They didnt credit me back, and customer service told me there were no notes in the booking and they couldnt verify the lower rate on their own website. They said they would honor nothing due to not being able to verify anything. Total rude broken english losers

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8:22 pm EST
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Hotels.com poor customer service

I booked a reservation through hotels.com that says it has a price match guarentee. When I found a lower price at another website I called to tell them about it and have them match this price. They rudely refused to do so and kept saying "We''ll just cancel your reservation for you." Some price match guarentee. There is NO guarentee here! I was kept on the phone for a long time while the agent talked to her immediate boss. She was rude, argumentative and flat-out lied to me several times during our conversation. She even refused to furnish her direct bosses name, saying I don't have a boss here when in fact I heard her talking in Spanish to him in the background. They hung up on me several times and kept trying to get rid of me rather than matching the price I found. This operation is a joke! DO NOT use hotels.com for any of your travel needs. You will be very frustrated and ripped off by their lies and inability (or unwillingness) to follow through on their promises!

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Vincedane
US
Oct 09, 2011 11:19 pm EDT

A three night hotel stay was not booked to my account. I contacted customer service and was promised, in email, that my account would be corrected within 48 hours. Well, 384 hours and counting, and two emails later, my account has not been corrected. They have had ample time to make this right and no longer respond to me. In reading others' comments it appears that they just don't care about the customer.

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mareenewzealand
NZ
Apr 11, 2011 5:46 am EDT
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Irrespective of whether Hotels.com satisfied their terms and conditions in this instance, I agree with the complainant, this company has the worst customer service I have ever experienced. When trying to resolve an issue we were passed around various people for over two hours I was even hung up on once. This company is not worth using if you value being treated like a human being.

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Alcatrazdan
JBLM, US
Jan 10, 2011 5:45 am EST

Looking at what their price match guarantee is, http://service.hotels.com/app/answers/detail/a_id/5652/session/L3NpZC8xQVJ5d0hqaw%3D%3D/sno/0 I'd say they satisfied what they said they'd do by canceling your reservation for free so you can book with someone else.

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2:07 pm EST

Hotels.com Hotelclub.com uses the bait a switch scam

I started using this Website recently to book hotels for business travel. So far of my two experiences, both were bad. 1st experience - With a search for hotels, such as by zip code, a list of hotels with available rooms is provided. But after I booked a room at one of the hotels, I was given a booking ID which was followed by a message that my room reservation wasn't confirmed. It would take 1 to 2 business days to confirm. By then I needed to be in the room. In the end, I wasn't charged for the room. I ended up finding a room without the Website. So the Website is useless and a waste of time. 2nd experience - Started the same with search by zip code. I found a hotel with a good room rate listed. But after I clicked on the hotel for booking a room, a higher price was shown. So the Website uses the bait a switch scam.

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sceptical_guy
AU
Aug 11, 2013 11:03 pm EDT
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I received an email to thank me for registering with Hotel Club, when in fact I had done no such thing. After some searching, I found a phone number and called them to remove the account. After a being on hold I was first told they could not cancel my account at all. I asked for a supervisor who said they said they were unable to remove it, but that they would 'lock it'. They could not provide any answer to my question how they got my email in the first instance. While - in fairness - they did send an email confirming the account was locked, they did no ask for any information to confirm that I was. I am totally underwhelmed by their protection of privacy and would not trust this site with personal information - it has a real smell of scam associated with it.

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CRatan
Franklin Park, US
Aug 05, 2011 5:28 pm EDT

They cancelled my hotel and charged full amount of booking + cancellation charges also, its total scam.

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6:30 pm EDT
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Hotels.com cancellation

In August 2010 I made hotel reservations through hotels.com. Today I called to cancel them only to learn they were non-refundable. I was told this was on my e-mail confirmation. I went back and looked and sure enough it was there. However, I was NEVER told these were non-refundable while booking the reservations or I never would have done it. Being told something is non-refundable after you already paid for it is wrong and unethical. I spent over an hour on the phone tonight trying to speak to a supervisor with no success. I was once put on hold for 20 minutes before I hung up to call back and was disconnected twice due to no answer from a supervisor. I would not reccomend anyone using hotels.com.

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Danamore
Alamo, US
May 23, 2011 5:41 pm EDT
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Hotels.com is a tricky website. I put in certain dates and during the search, the dates defaulted to the wrong dates. I immediately called the hotel which I booked. However, I failed to cancel within the 2 hour limit at the website. I am being charged for their mistake. They will not refund my $241. I asked to speak to a supervisor and the person argued with me and refused to give the phone to the supervisor. They are thieves!

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7:24 pm EDT
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Hotels.com bad business practice

I made on line reservations for $90.00 per night based on Hotels.com photos and descriptions of the hotel. When I got there I was very disappointed. The room was filthy & it smelled + I did not feel secure leaving my car in the parking lot none the less staying there with my family due to the people loitering in the parking lot. I explained the situation with the desk clerk and he informed me that there is nothing that he can do about a refund and I'd have to call Hotels.com.(During all this a woman was checking in with a newspaper coupon for $15.00 less for the same type of room). After 15 minutes of phone calls. Hotels.com would not give me a refund. I explained that I was not staying the night and I want a refund. They would not budge. I refused to give up and called back...Hotels.com said, "We will give you a 50% discount and vouchers worth $45.00 for future bookings". I agreed, and drove to a different hotel that I found in a discount travel guide. ARE YOU READY FOR THIS... When I received my credit card statement they inflated the room charge to $135.00 then gave the 50% discount. I immediately called American Express & disputed the overcharge & I was redeemed. Oh...by the way...I never received any vouchers in the mail. STAY AWAY FROM THESE CROOKS. They should look up the meaning of the word "Guaranteed" like they state in their ads.

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AnnKih
Sacramento, US
Oct 25, 2011 4:55 pm EDT

On June 8, 2011 we made a reservation through Hotels.com for check in on September 10, 2011 (3 months away). The Cancellation policy states: "Cancellations or changes made before 4:00PM on September 9, 2011 are subject to a hotel fee equal to the first night's rate plus taxes and fees." we understood this to mean that cancellations prior to September 9 would give us our full refund (standard refund policy for hotel reservations), and starting September 9, 2011 (12am) the one day charge would be in effect. We ended up cancelling our reservation prior to September 9, and we were billed $194 (one night fee). We spoke to Hotels.com customer service and we were told that this was the actual Hotel Policy. We then called the hotel, and learned this was untrue. It is Hotels.com that charges the one night fee for cancellation of reservations. We disputed this charge with our Credit Card company (American Express). They were informed by Hotels.com that when customers make reservations and authorize the charge to their credit cards, they are agreeing to the terms and conditions.

We agreed to the terms and conditions stated "Cancellations or changes made before 4:00PM on September 9, 2011 are subject to a hotel fee equal to the first night's rate plus taxes and fees." It is Hotels.com that is implementing the Policy language in an abusive manner.

I conducted a general search of online complaints against Hotels.com, and there are many other individuals who have experienced the same charges. Many customers made reservations, cancelled within minutes, and were charged!

If my charge, as one individual was $194. Then I can only imagine the total amount of revenue Hotels.com is collecting by wrongly implementing their policy language.

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2:24 pm EDT

Hotels.com they say on the website no penalty for cancellation but they don't mean it because they take it away from you with the small print

Watch out for hotels.com they say on the website no penalty for cancellation but they don't mean it because they take it away from you with the small print. You are much better off finding a hotel and getting the room directly from them. Remember hotels.com is a rip off!

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Tuperdi2
Anaheim, US
Sep 21, 2010 12:05 am EDT

As a hotel employee, do not book through 3rd parties... If you book through the hotel directly you will get the most accurate information, and all information would be provided to you by an employee of that hotel. 3rd Parties get commission when booking reservations, so of course they will promise you the world. When you arrive at the hotel your stuck to deal with whatever situation the 3rd party puts you in. Don't pay someone to do a job you can do easily...

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11:34 am EST
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Hotels.com stay away

Be sure what you are getting. I booked a king-size no-smoking room with hotels.com at the Days Inn in New Braunsfel, Texas. I arrived and was given a smoking room. My wife and I are both allergic to cigarette smoke but I was told there was nothing anyone could do. All of the no-smoking rooms were booked. Hotel.com said they would refund one night but I would have to eat the other night. Hotel clerk says this happens all the time with Hotel.com. I plan on writing every consumer reporting agency possible about Hotels.com. I will never use them again. I have had good luck with Orbits.com.

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GeorgeWashingtonDC
US
Apr 22, 2017 2:54 pm EDT

Hotels.com has nothing but bad reviews, describing the same horrible problems year after year. It is unbelievable that they remain in business. Search the internet and it is nothing but complaint after complaint, the lowest ratings, worst customer service, no reservations, no refunds, etc.
Any hotel employee will tell you, do not use hotels.com or any third party service; call the hotel yourself and safe a lot of grief and money.
DO NOT USE HOTELS.COM

Valerie
Valerie
US
Jul 17, 2008 8:33 am EDT

DO NOT use Hotels.com for your travel arrangements! Read on...

I had to book a hotel in an area I wasn't too familiar with, because my boyfriend was in a wedding there. I thought that Hotels.com would be the perfect solution, since they list different hotels with all of their prices. I thought wrong.

After booking a hotel room with them for the weekend, I received a confirmation email with my confirmation number in it. Assuming all was well, I prepared for my trip. Thank God I woke up the morning of our trip (We were supposed to check in later that night.) and decided to call the hotel to confirm, just because I didn't want to have any problems. The hotel had never heard of me and hence, did not have my reservation. Keep in mind, at this point my bank card was already charged for this reservation by Hotels.com.

I called Hotels.com immediately and demanded to know why the hotel did not know about my reservation. The person I spoke with, while very nice, gave me some excuse about how she couldn't get a hold of the person at her company that I had dealt with before, and so we couldn't find out what went wrong.

Ultimately, she booked me another reservation at another hotel in the area of the wedding. She explained that she needed to "cancel" my first reservation in her system and that I would be refunded for that within 30 days. She then charged me for the second reservation on my same bank card. That in itself was ridiculous, but I needed a hotel for that same night, and I didn't have time to argue. I told her that I couldn't have any problems with this 2nd reservation, because I needed a hotel for a wedding for the weekend. She said that she would personally call the hotel of the 2nd reservation and make sure that the reservation was there. She kept me on hold for 10 minutes, but upon returning to my call, she assured me that the hotel was booked and gave me a new confirmation number for this reservation.

I shouldn't have believed her, but I really didn't think that Hotels.com could screw up a second time. Don't you know, that night I arrived at the new hotel that had been booked that morning for me, and they did not have my reservation! Thank God the people at the hotel were some of the nicest people I had ever met, and after I told them how Hotels.com had never booked my first reservation, the hotel took it upon themselves to call Hotels.com for me and work it out directly with them. They gave us their last vacant room for the weekend. I don't know what I would've done if they had been booked.

The following Monday, upon returning home, I called Hotels.com and demanded to speak with a manager, because I wanted someone to explain to me why I had 2 confirmation numbers and 2 charges on my bank card, and no reservations! They refused to let me speak to a manager, and the agent I spoke with basically blew me off after I told him what had happened. They had no explanation for their faults, and I got no where with them after being on the phone for an hour.

All in all, I expected more from a company as well-known as Hotels.com, but it just goes to show you that some of the larger companies really don't care about their customers at all. My advice: DO NOT use Hotels.com for your travel arrangements. And if for some reason you are forced to use them, make sure that you call your hotel to confirm way in advance.

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Tuperdi2
Anaheim, US
Sep 21, 2010 12:05 am EDT

As a hotel employee, do not book through 3rd parties... If you book through the hotel directly you will get the most accurate information, and all information would be provided to you by an employee of that hotel. 3rd Parties get commission when booking reservations, so of course they will promise you the world. When you arrive at the hotel your stuck to deal with whatever situation the 3rd party puts you in. Don't pay someone to do a job you can do easily...

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10:34 am EDT
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Hotels.com report all hotels.com fraudulent actvities to the better business bureau

This fraudulent company needs to brought to justice. Report all disputes to the better business bureau and get this company dismembered. Hotels.com is not an honest operation. The business is deceptive from its advertisments, to issuing unauthorized charges, and fraudulent refund practices. The posts/reviews are all over and it is the same complaint from travelers near and far. Do not spend one moment comtemplating on whether you should book through these people. Go to where there is honest business, there are better places out there. Although there are shady business operations everywhere, be assured that this is definitely a company you do not want to deal with. You will same yourself the time, money, and peace of mind own the road.

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Tuperdi2
Anaheim, US
Sep 21, 2010 12:04 am EDT

As a hotel employee, do not book through 3rd parties... If you book through the hotel directly you will get the most accurate information, and all information would be provided to you by an employee of that hotel. 3rd Parties get commission when booking reservations, so of course they will promise you the world. When you arrive at the hotel your stuck to deal with whatever situation the 3rd party puts you in. Don't pay someone to do a job you can do easily...

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Really?
San Diego, US
Sep 30, 2009 3:59 pm EDT

Do you have any facts?

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8:42 am EDT
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Hotels.com no refund-the worst costumer service ever

We booked a hotel room at Days Inn in Melbourne, Florida for four nights through the website hotels.com. The hotel Days Inn was showing very high rated on the website hotels.com. After arriving, we were given the first room. Room was dirty, used bedding and a big 2.5 inch spider was on the mirrow. The girl on the reception gave us a second room with no reaction on the spider. Same thing. Bedding was used, room was dirty and everything very old and moldy. We woke up every 10 minutes because of a few towing trucks who were waiting on not allowed parking cars to tow them. We decided at 2:00 am to call this company hotels.com to rebook the hotel, trying to get a other hotel. After 15 Minutes discussion and transferring three times they came to the conclusion, that they will not rebook it, they do not move us to a other hotel. We have to pay the four nights for this hotel, but can book a other hotel too, but have to pay it also. They can not rebook a hotel. We are very
disappointed about this what they call customer service. All we wanted was a nice, clean and quiet hotel for our money, what they were showing on their website, but this company decided to collect money without given a service. We would agreed if this company hotels.com would charged us for this one terrible night we already staid and book us then in a other hotel for the last three nights even if the hotel would be cost more. We were checking out at the same night and stayed at a other hotel paid by our own. We would like to get the money for the three nights of not using this dirty hotel back. It can not be that a company can charge money for not using a service.

Damage Resulting = We paid $210.64 and were asking for getting the money back for the three nights we did not used the dirty hotel.

My advice: If you want to book a hotel online, try to find the hotel own website. You get most time better rate then with hotels.com anyway. What I found out.

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mareenewzealand
NZ
Apr 11, 2011 5:49 am EDT
Verified customer This complaint was posted by a verified customer. Learn more

I agree with the complainant. Hotels.com has the worst customer service I have ever experienced. They are refusing to honour a confirmed booking that we made two months ago. We are being transferred around from department to department and have been cut off twice. Irrespective of the nature of compain, no one should ever be treated like this. Please, do not do business with this company if you value being treated like a human being. As the hotel employee above says, find your hotel using Hotels.com if you want to, but then, book through the hotel directly.

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Tuperdi2
Anaheim, US
Sep 21, 2010 12:08 am EDT

As a hotel employee, do not book through 3rd parties... If you book through the hotel directly you will get the most accurate information, and all information would be provided to you by an employee of that hotel. 3rd Parties get commission when booking reservations, so of course they will promise you the world. When you arrive at the hotel your stuck to deal with whatever situation the 3rd party puts you in. Don't pay someone to do a job you can do easily...

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What were you finking?
Kent, US
Sep 18, 2009 9:02 am EDT

I looked on the website, and 85% of customers recommend the place. Looking through the reviews, the worst say that it's cheap and you get what you pay for. But for a 2-star hotel, that's still a pretty good rating. The spider is not a big deal - it's Florida, after all. Probably not something they need to put on the website.

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7:11 am EDT
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Hotels.com refund

I made a reservation with bookin hotels.com at a cost of £142.61 for a stay at the jurysinn hotel manchester. I cancelled the booking three days later and recived an email from them saying I would recieve a full refund into my account.

It has now been over 90 days and I have still not received a refund. The customer service I have recieved is appualling. The worst service ever. I have called and emailed them and get nowhere. They state the refund has been made however it has not and I can prove this. They will not let me speak to a manger and continually ask me to call back next week so they can look into it! I can not tell you how frustrating this is. Do not use this company. Do not use this company. Conmen!

On a positive I made contact with the jurys inn hotel, manchester who are doing everything they can to assist me in obtaining a refund from this company.. A proffessional company at last!

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Frank Mesiano
Frankston, AU
May 27, 2010 6:30 pm EDT

I made a booking for 2 nights stay at the France Hotel in Amsterdam and paid for by credit card, when we arrived we were told that the booking has been cancelled, I made several emails and attempt several phone calls to a number in Turkey (+[protected]) with no responce, after reading all the other complains I feel that Book In Hotels is commiting froud in a grand scale and must be legaly stopped

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merypower
ES
Aug 05, 2010 3:28 pm EDT
Verified customer This complaint was posted by a verified customer. Learn more

i agree with us. we must do something all together. this is my mail: pastisset@mail.com . maybe we can do a comun complain in the police, and with the costumers service of spain . please¡¡¡¡ we must stop this staf¡¡ a try to get back our money

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Harshad soni
Milton Keynes, GB
Dec 28, 2009 10:27 am EST

i booked a room for 3 nights in august at ibis centro, milan, italy for my 50th birthday in April 2017 using book in hotels website. Received an email 3 days before the departure saying due to financial issues book in hotes can not meet my reservations and the full amount will be credited in to my credit card account within the next 90 days. I am still waiting for the payment to come through. All the telephone lines are cancelled. If you ring the customer no [protected] you get the message that this no is not activated by the owner. there is no answer of any of my emails to them. For all who conerns we should ask our credit card to get this money back and forward them all the details. This co. should be banned completley from doing any business at all on website and person in charge should be brought to justice.

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vataf
BR
Sep 28, 2009 6:31 pm EDT

Hi Guys,
I've booked the family accommodation at the Rodeway Inn (total of 16 days and US$ 649, 93) and two days before the scheduled date I received exacly the same e-mail of "Sbrain", financial issues, refund in 10 days, bla bla bla...
We need to make more noise on that, otherwise they'll deceive more people.
Regards,
Fabio

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Rita Byrne
BENSVILLE, AU
Sep 27, 2009 6:49 am EDT

We booked our accommodation in May for 2 days at the Corus Hyde Park Hotel in London on the 29th July we received an email stating that they had financial issues with the hotel and that our booking has been cancelled, this is 2 days before we were to fly out from Sydney. I actually phoned the hotel and our name was not registered with them. Booking hotels state that it could take up to 2 months for a refund on our credit card. I have emailed them twice with no reply as yet (now that I have read other complaints about this company it seems that we are not the only one to lose our money). We strongly advise any one NOT to use BOOK IN HOTELS for any hotel bookings.

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7:35 pm EDT
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Hotels.com overcharged

I was referred to Hotels.com by a major airline. I have two upcoming trips to Kansas, Salina and Wichita and require hotels. I specifically requested Hilton hotels for both locations and was informed that there was nothing available. They suggested two other hotels that I then booked. To be honest, they very quickly rambled through an explanation of their policy after the reservation was made. However, I subsequently was online booking another hotel for another trip through Hilton's website and thought I would check on the other two trip dates to see if anything had opened up. I found that there were rooms at their hotels in the locations. I called Hotels.com and asked about changing to the Hilton's as I had requested. I was then told they did not represent Hilton in those locations. I asked that they cancel the reservations they made for me and I was informed there will be a $25 per reservation cancellation fee. I pointed out that they miss-represented the service, not available and do not represent are two different things. Had I known they did not represent Hilton, I would never have booked the other hotels. In short, they told me it was my problem, I miss-understood. The cancellation fee will stand. I asked for a supervisor and was told there was not one available. They would have one call me as soon as possible that was two days ago and still no call. NEVER, NEVER use Hotels.com. There are a MIS-SERVICE to the suckers that use them.

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Lost my business for now
Hutchinson, US
Sep 23, 2012 6:53 pm EDT

Did she just call herself a "sucker"? lmao too funny

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Tuperdi2
Anaheim, US
Sep 21, 2010 12:11 am EDT

As a hotel employee, do not book through 3rd parties... If you book through the hotel directly you will get the most accurate information, and all information would be provided to you by an employee of that hotel. 3rd Parties get commission when booking reservations, so of course they will promise you the world. When you arrive at the hotel your stuck to deal with whatever situation the 3rd party puts you in. Don't pay someone to do a job you can do easily...

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12:25 pm EDT
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We booked a room at hotel in Brussels on 26th June, the rate was taken on the same day from my credit card, but the hotel didn't get any money and the reservation was cancelled. I wrote a letter of complaint to the contact email address on the website, and I got no answer nor refund.

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7:59 pm EDT
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Hotels.com wrong room booked

I made a reservation through hotels.com for a king non-smoking room and when I arrive at the hotel I get a queen smoking. The hotel is completely booked and i can not get a different room.
According to the hotel that was how the reservation was sent over but when I called hotels.com the blame it on the hotel.
Go figure...
Anyway i would not use hotels.com to book a room instead call the hotel directly to get your room reserved this will save the finger pointing.
I am very fustrated and will not use hotels.com again...

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Hapibarb
US
Aug 24, 2009 8:12 pm EDT

I had a similar problem with a room booked through priceline.com. We booked a room, flight and car rental to Texas. The very same afternoon, I got a call from my son stating all visiting, schools etc. were canceled due to the number of Swine flu cases in the area. I immediately called to cancel and was given a runaround by both the priceline and the hotel. Each blamed the other for not allowing the cancellation. The only one that didn't give me a hard time was the car rental. I finally got the refund to my card but only after many phone calls and many hours of arguments. Never again, call direct from now on.

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8:42 pm EDT
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Hotels.com unauthorized billing

I booked on hotels.com a room for $109.00, just for the heck of it, I called the hotel to find out what they would charge me directly. I found out their regular rate is $99.00. I called hotels.com to request a refund for the difference. Manuel in customer service told me "we don't refund like that." Then he told me that if I cancelled with hotels.com the hotel would still charge me. So I called the hotel and guess what...they said that if I cancelled with hotels.com and rebooked with them I would not be charged. Hotels.com is a scam and their price match policy is utter nonsense. Please don't waste your money.

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Daniel
US
Jul 02, 2009 6:56 pm EDT

I booked on hotels.com a room for $109.00, just for the heck of it, I called the hotel to find out what they would charge me directly. I found out their regular rate is $99.00. I called hotels.com to request a refund for the difference. Manuel in customer service told me "we don't refund like that." Then he told me that if I cancelled with hotels.com the hotel would still charge me. So I called the hotel and guess what...they said that if I cancelled with hotels.com and rebooked with them I would not be charged. Hotels.com is a scam and their price match policy is utter nonsense. Please don't waste your money.

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Call Collect
Kirkland, CA
Jul 12, 2011 2:52 pm EDT
Verified customer This complaint was posted by a verified customer. Learn more

I booked over the phone via hotels.com quoting me $115.49 all taxes inclusive. When I got to the hotel they were charging customers $90+taxex - a few dollars cheaper. I later got my credit card bill and found out I was charged $147.46! I called hotels.com and asked for the call recording and they said they are unable to provide it to me. I am filing a complaint against these idiots as they are unable to prove that I had accepted to pay $147.46. HOTELS.COM SUCKS AND THEY ARE LIARS.

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annestu
Leominster, US
Jul 28, 2010 11:09 am EDT
Verified customer This complaint was posted by a verified customer. Learn more

I also booked a hotel with hotels.com .. I did not mean make the reservations thru them, except when I dialed the hotel number on the hotels web site the number connected with hotels.com. I made the reservation. A few days later, and well before the 48 hr check in timeframe I had to cancel my reservation for my Marine son was injured in Afghanistan and this changed all our plans. I called the hotel to cancel, called hotels.com looking for refund which they charged 100% immediately to my visa. I called four times, I begin this process on July 3rd, it is not July 28th - I have had to have my financial institution become involved to dispute the charge - I about to submit a claim with the Attorney General's office, (this route has helped me in the past concerning unfair business practices). Don't use hotels.com. Should you be automatically routed to them, hang up, try the hotel again, book directly with the hotel. There are no deals and only huge aggrevation with hotels.com

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6:56 pm EDT
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Hotels.com fraud and scam

I booked a hotel in Harligen Texas and upon arriving at the hotel on the date intended we were advised that we were a "no show" two nights prior. Our credit card had been charged and we were required to pay again for the same night that was paid out to Hotels.com. We contacted the company at the number provided and were told firstly that they didn't make an error. They said they would call the hotel and put us on hold for 30 minutes (all the while listening to the most irritating canned music - designed to get you to hang up I'm sure), came back on the phone and said they could not get a hold of the hotel even though they had the number and we were standing in front of the clerk at the hotel. We were then cut off the line. I called back two more times with exactly the same result only speaking with someone I suspect was in Mumbai, India. I wrote to the company and after several days received a reply that they had recognized that an error had been made and that they would supply us with Hotel Bucks. I had requested a credit to our credit card and they refused. I then disgruntledly accept their offer to at least recoup some of the funds were we out. Six weeks went by - no hotel bucks. I contacted them again and they said that I had not wished to receive them! After another long discussion they advised that they would put a "rush" on the $80.00 hotel bucks offer and I should expect to receive them within the next two weeks. Five more weeks go by and I receive a $20.00 hotel bucks coupon that I suspect is not worth the paper it is printed on. Whatever you do...do not give your credit card to these fraudulent people. This is a scam company and even one of the employees I spoke with in the numerous conversations agreed that this was a very poor way of doing business and he was not hopeful for me! Beware. Hotels.com via Expedia is a FRAUD.

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Tuperdi2
Anaheim, US
Sep 21, 2010 12:10 am EDT

As a hotel employee, do not book through 3rd parties... If you book through the hotel directly you will get the most accurate information, and all information would be provided to you by an employee of that hotel. 3rd Parties get commission when booking reservations, so of course they will promise you the world. When you arrive at the hotel your stuck to deal with whatever situation the 3rd party puts you in. Don't pay someone to do a job you can do easily...

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5:50 pm EDT
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Hotels.com awful experience

Hotels.com has always in the past offered fair and attractive accommodation offers. But my last experience has left me with a bitter taste.

Today I attempted to book a 3 night stay in Minneapolis. When I input the data, hotels.com suggested a very nice property, one that was within walking distance of the place where I planned to visit and one with nice amenities.

When I attempted to book the property, I offered both a room with 2 double beds or 1 king bed..however I was not given the option of selecting which room I wanted. Because I was traveling with a non familymember, it was important to select the 2 double beds rooms.

So I called hotels.com. The representative was helpful and was able to pull up the accomodations but she was unable to view the same rate I was seeing on my Internet screen. Her rate was $30.00 more per night than what I was being displayed.

She asked me to send her a screen copy of the rates that were being displayed on my computer, and I did that. And even though I did that, she said she could not honor the rate that was shown on my computer, and she could only offer the rate that was displayed on her screen. I thanked her and said I would complete the reservation on my own (since she could not lower the rate).

As I progressed through the booking screens the rate again rose another $30/night. Now what was originally an acceptable rate had now risen by $60/night and was unacceptable.

So I did not complete the reservation. I called the hotel direct and booked the property at the original discounted rate first shown on the hotels.com pages.

Just a warning to anyone that uses hotels.com. check your final rate...i was appalled at what was offered to me for the actual reservation, and I was able to get the same property at a significantly lower rate by simply calling the property direct.

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clavaoporhotelsdotcom
San Antonio, US
Mar 30, 2010 12:43 pm EDT

I went to San Antonio a couple of weeks ago for my kids' Spring Break. We drove from Dallas to San Antonio and stayed near Sea Wold. I made my reservations through Hotels.com for a room with two queen size beds. When I got there past midnight, with two kids, 9 and 10 (the 9-year-old being special needs) very tired I found out the only room available was with one king size bed. The hotel was full and there was nothing they could do for me since I didn't book through the hotel and unsed Hotels.com instead. I called Hotels.com and explained that not only I reserved a room with two queen beds, I also asked them to note that one of my kids was special needs and I needed specifically what I paid for, two beds. They couldn't do absolutely anything! Not even find me another hotel because everything was sold out since it was spring break. ALL I ASKED WAS WHAT I PAID FOR!

Fortunately the hotel front desk attendant was wonderful, even though she didn't have any more rooms she found us a roll away bed and did everything she could to help us out. She explained that whenever someone books a room using a "third party" like Hotels.com, they only have to honor the fact that "a room" was booked, not necessarily the type of room. They didn't have to garantee a two queen bed room, they'd only do that if I would've booked directly through the hotel chain (in this case Holliday Inn). In addition, the hotels don't give points to the hotel chain "rewards program" because it wasn't book through them.

Lesson learned, DO NOT USE HOTELS.COM and be very careful when using a third party to book anything in order to save money...you get what you pay for (and in my case I didn't even get that!). And don't forget to always ask questions!

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About Hotels.com

Screenshot Hotels.com
Hotels.com is a leading online travel agency that specializes in providing travelers with a wide range of accommodation options at competitive prices. The website offers access to over 500,000 properties in more than 200 countries, making it one of the largest hotel booking platforms in the world.

The user-friendly interface of Hotels.com allows travelers to easily search for and compare hotels based on their preferences, including location, price, amenities, and ratings. The website also offers a variety of filters to help users narrow down their search results and find the perfect hotel for their needs.

One of the standout features of Hotels.com is its rewards program, which allows users to earn free nights after booking a certain number of stays. The program is free to join and offers members exclusive discounts and perks, such as early access to sales and personalized recommendations based on their travel history.

In addition to hotels, Hotels.com also offers a range of other travel services, including flights, car rentals, and vacation packages. The website's comprehensive approach to travel planning makes it a one-stop-shop for travelers looking to book their entire trip in one place.

Overall, Hotels.com is a reliable and convenient platform for booking accommodations and other travel services. With its extensive selection of properties, user-friendly interface, and rewards program, it's no wonder why millions of travelers choose to book their trips through Hotels.com.
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.

Overview of Hotels.com complaint handling

Hotels.com reviews first appeared on Complaints Board on Jan 10, 2007. The latest review Ddouble charging. was posted on Aug 2, 2024. The latest complaint Requesting a refund for a cancelled reservation due to covid-19 was resolved on Mar 21, 2024. Hotels.com has an average consumer rating of 1 stars from 4146 reviews. Hotels.com has resolved 52 complaints.
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    100%
    Confidence score
    South Africa
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    43%
    Confidence score
    India
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    33%
    Confidence score
    Japan
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    89%
    Confidence score
    Singapore
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    100%
    Confidence score
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    More phone numbers
  3. Hotels.com emails
  4. Hotels.com address
    5400 LBJ Freeway, Suite 500, Dallas, Texas, 75240, United States
  5. Hotels.com social media
  6. Laura
    Checked and verified by Laura This contact information is personally checked and verified by the ComplaintsBoard representative. Learn more
    Sep 15, 2024
Hotels.com Category
Hotels.com is ranked 8 among 518 companies in the Travel and Vacations category

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