United States - 75240
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.
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.
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!!!
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.
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.
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.
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!!!
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.
We booked a room at hotel in Brussels on 26th June, the rate was taken on the same day from my credit card...
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.
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...
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.
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.
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.
Hotels.com has horrible customer service! I will never use this site again. It offers a price match...
I needed accomadation in a hotel in paris close to eurosdisney. After two days the hotel requested was confirmed . I chose the hotel after it had been suggested to me by fellow travellers. The hotel was Elysee Hotel val d'Europe. As soon as it was confirmed I bought my airline tickets for all the family. Now just one day after all was confirmed HotelClub.com have sent me another e mail saying that the confirmation has been cancelled.
I find this behaviour offensive and ridiculous! Surely this is not the way to do business and treat customers.
After an hour on the phone with 3 "customer care" people I'm too exhausted to type much but want people to know that Hotels.com is beyond unprofessional and I HIGHLY discourage using them. After cancelling a reservation 6 weeks prior to the initial date of arrival, I received an email from hotels.com with a weather update in my arrival city. It alarmed me that they had not properly canceled the reservation. I called hotels.com to confirm that they had indeed canceled the reservation and they claimed to have "no record" of the cancellation. They charged me the full hotel rate (and this was a $400-night hotel). After speaking with the 3rd level of supervisors I was essentially told I was "stupid" for not having printed a copy of the cancellation confirmation & saved it. Indeed, I won't make that mistake again. The woman (Mary) was tactless and uncaring and utterly refused to try and correct the situation. I then called the hotel and the reservations manager graciously canceled the reservation with no penalty. I am still shocked and reeling at the utter disregard hotels.com showed for my situation. I am back to using a travel agent.
This is the letter I sent to hotels.com after spending over an hour on their customer service line, being...
I am of European nationality and living in France. I have not been in the US for more than 10 years, nor do I plan to do so in the near future, and therefore I certainly won't make a hotelbooking in the US. So I was very much surprised to discover a charge on my credit card accounts from IAN Travel Services, dated 12-08-2008 for an amount of 1657, 36 in dollars, concerning a hotelbooking in the US. All my other charges are always in euro's, so I instantly presumed some form of of fraud. I called my credit card company and reported the charge as fradulent and immediately closed my account. Unfortunately, due to circumstances, there were more than 30 days past by, before I discovered the fraud, so I won't be compensated by the insurance of my credit card company.
The reason of filing my report is to make clear that, where it concerns Hotels.com - IAN Travel Services, you don't need to make an internet booking, in order to to be charged fraudulently and consumers should be aware that that this credit card fraud is a worlwide problem.
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