United States - 75240
Last weekend, a few of my friends and myself drove to San Antonio (from Fort Worth) to have a nice, relaxing girl's weekend. When we arrived at the Hilton where I had made a reservation using the hotels.com website, I was informed they had no room booked under my name, which I found extremely surprising, considering I received an email from hotels.com specifically saying "Your reservation has been booked!" I then spent 30 minutes on the phone with a hotels.com representative who for some reason could not understand the booking number I gave him a million times and tried to tell me my reservation was for September something in Denver! He even called me a different name, even though I informed him who I was several times. When he was finally able to figure out our booking information, it took another 30 minutes for him to contact the Hilton--where supposedly we already had a reservation--to book us a room! I find this incredibly absurd. Rest assured, neither my friends who accompanied me on this trip nor myself will ever trust hotels.com for hotel booking purposes, as our "relaxing" weekend ended up starting with a stressful battle between incompetent customer service personnel and our hotel. In our opinion, hotels.com has a very flawed way of conducting business. We didn't even save any money!
Next time, I'm booking straight through the hotel... same price, really, and much better service!!
Hotels.com debited my bank account on 09/29/2008 for $275.64. When I called them they had no record of the charge. My bank statement shows Hotels.com aith a phone of [protected] (their customer service line). They passed the buck saying to dispute the charge.
My last reservation with Hotels.com was Dec. 2005. Now three years later they debit my account but have no record??
They can cancel my account, delete my info, give me my money back and go out of business. I'll go to their Dallas headquarters and stand on someone's desk.
While on a business trip I became quite ill and was hospitalized for nearly a week. I called hotels.com to...
I booked a hotel reservation through Hotels.com, then I found that the price was lowered the day after I booked my reservation. Since most travel sites offer a best price guarantee, I e-mailed Hotels.com's customer service and they told me that they would credit back part of the difference and issue me "hotel bucks" for the remainder. Hotel bucks are like travel vouchers that can be used on a future booking, much like a coupon or gift certificate.
The trip was in May and I am still waiting for the credit/refund in August. I WILL NEVER USE HOTELS.COM AGAIN! I have repeatedly tried to contact their customer service through phone and e-mail with no avail. I am so frustrated and recommend that you avoid this web site!
I made a reservation in Seattle at the Red Lion Hotel on the 13th with HOTELS.COM on Dec. for the 31st. A few minutes later I discovered I had the wrong date as it should have been the 30th. I re-entered the information and made the change. Upon my chagrin I was billed for two nights. There policy states that if a change is made you are billed for two nights. What kind of policy is this?? I had to pay double for one mistake that took less than 5 minutes to change. I travel a lot. I WILL NEVER USE THESE BURGLERS AGAIN. It was my first and last. Learned my lesson.
I wanted to write and let you know about the horrible time I had with hotels.com's booking and customer...
I made a reservation for 3 nights stay in Novotel Paris Vaugirard Hotel via Hotels.com for 17.05.2008. Just one day before I had a serious last-minute health problem in my family i.e. bypass surgery so I had to cancel everything. I informed hotels.com that I had to cancel per above reasons I can document it and I would like a refund. Agent listened and told that he has to call the hotel for it and held me online, I do not think that he really called the hotel, anyway he informed that it is not possible. I asked the hotel myself and got the answer that refund is possible per hospital documentation. But because of poor language and general communication skills they first told they would refund themselves kept me waiting for a week and then after various calls decided that expedia can do the refund. I called expedia, I am not mentioning how many minutes they keep you waiting to reach an agent(it's a lot!!) agent listened again and told me that he would call the hotel altough I have forwarded the written confirmation for refund from hotel. He kept me on the line and it got disconnected. When I called again, the other agent told me that the one talking to me already left for the day without even notifying me at all. Imagine you are waiting at an international call, believing that the agent is doing smth while you are waiting and he already leaves at that time. New agent this time named Nicole, had to bear my terrible frustration, listened again and guess what decided to call hotel, could not reach front desk manager as she told and did not call me back altough she was going to next morning. Today I called there again and by chance I reached the agent that left me on the call, I asked him to put me through his supervisor, the guy listened and told that he would send an e-mail so that I can forward my mail to them about confirmation, it is unbelievable that they do no even check the mails of their own company and that mail fro him did not come. I am still after this, this is the worst service I have ever got in my whole life. I do not recommend hotels.com to anyone at all. If you want to be dissatisfied please be my guest in this adventure!!!
They sent me some "hotel bucks" to make up for screwing me on a reservation for my "next" reservation thru Hotels.com. I made another reservation thru Hotels.com followed the directions on the "Hotel bucks" mailed them in for credit. WHOOPS! Here they come back with NEWAND DIFFERENT RULES! I called Hotels.com's customer service only to be insulted by them, being told "it's very simple if you'd just pay attention", theyrefuyse to give out their last initial, corporate telephone number or any help beyond the fact that you as customer are to blame! Never again! you get a better deal most times just going to the home site of the hotel you want to stay at. Beware these con artists.
Hotels.com is a rip-off, DO NOT USE!, When I went to get quotes from the hotel, they told us a rate of...
This complaint is still in process with the BBB in Texas where HOTELS.COM corporate office is located.
This is my orginal letter to the BBB and below you will see hotels.com response
Complaint to BBB Case # [protected]
Hotel was HORRIBLE!!! The problems with the room were: NO DOORKNOB ON THE DOOR JUST A BIG HOLE WHERE THE DOORKNOB SHOULD BE. WE TALKED TO THE MANAGER ABOUT THIS WHO SAID HE WOULD COME UP AND TAKE A LOOK AT IT WHICH HE DID AND HIS REPLY WAS: YES, YOU ARE CORRECT THERE IS NO DOORKNOB.... SHOWER HAD CHIPS IN TUB AND MOLDLY CAULKING, DIRTY UNDERNEATH BED (WE HAD TO SEE UNDERNEATH THE BED TO PULL OUT CHILDS BED, ROOM WAS FILTHY AND WAS NOT CLEANED, REQUESTED A ROOM FOR 3 ADULTS WHAT WE GOT WAS A QUEEN SIZE BED AND A PULL OUT CHILD'S TRUNDLE BED. WE HAD TO PICK UP THE QUEEN SIZED BED AND MOVE IT AGAINST THE WALL AND PUT THE NIGHTSTAND IN THE CLOSET JUST TO GET THE CHILDS TRUNDLE BED OUT. THEY ADVERTISED FREE COMPLIMENTARY PARKING ON SITE. WHEN WE ASKED ABOUT THE PARKING WE WERE TOLD THAT THE FREE PARKING WAS ANYWHERE ON THE STREET IF YOU COULD FIND A PLACE. WE WERE TOLD WE COULD PARK IN A CITY PARKING LOT BUT WE HAD TO PAY THE NORMAL FEE THAT THE CITY CHARGES. ROOM CLEARLY NOT BIG ENOUGH FOR 3 ADULTS I was told at the time of making the reservations that even if we cancelled there would be no refund I personally called hotels.com 5 or 6 times to try and settle this issue. Each time they would try and call the hotel we stayed at and each time I was told to call back that the manager was not available. I sent an email to hotels.com asking for a resolution I got no response. Hotels.com did offer me $100.00 and told me that was the best they could do. I told them that was unacceptable. I even have pictures and I will be more than happy to provide proof of my allegations.
Your Desired Resolution:
I want a total and COMPLETE refund. We were in Paris on vacation and if it had not been for the no refund policy and if other hotels had been available (there was a big event going on in Paris and most hotels were booked up) we would not have stayed there a second night. Not only was the hotel room horrible but also their description was total false advertising. I do not want any gift certificates, discounts or anything short of a full refund in cash/check/money order ect
HERE IS HOTELS.COM RESPONSE
On December 04, 2007, the business provided the following information:
We apologize for any inconvenience Mr. Hills may have experienced while using our services. Hotels.com appreciates the opportunity to address his complaint.
On 9/27/07 Mr. Hills contacted us to book a hotel in the Levallois Perret, France. The hotel of Mr. Hill's choice was the Campanile Paris Quest required check in date 10/05/07 for two nights and three adult occupants. Our agents are trained and monitored to recap the pertinent details of each booking at the close of the call. This includes but not limited to the room type, hotel name/location, number of occupants in the room and all terms and conditions. The cancellation policy is also read during the booking process and must be agreed upon prior to the completion of reservations. The cancellation that applied to Mr. Hill's reservation is as follows: At Hotels.com, we understand that sometimes plans fall through. Hotels.com does not charge a change or cancel fee.
However, this property (CAMPANILE PARIS OUEST) imposes the following penalty to its customers that Hotels.com is required to pass on: cancellations or changes made after 07:00 PM (W. Europe Daylight Time) on 10/04/2007 are subject to a 1 Night Room & Tax penalty. The property makes no refunds for no shows or early checkouts. All terms and conditions are also detailed in the email confirmation/receipt sent to Mr. Hills on 9/27/07. The email confirmation/receipt also has our listed disclaimer which states smoking and bedding preferences are not guaranteed.
Hotels.com understands that there may be times when the property may not meet the expectations of the guest and may lead to their dissatisfaction. We encourage our customers to contact us immediately when there is a problem during their hotel stay, this usually gives us a chance to resolve the problem at the time it occurred. Unfortunately Mr. Hills did not contact us until 10/12/07 after his completed stay. Contact with us after a completed stay limits our ability to resolve our guest's issues.
We are unable to honor Mr. Hill's request for a full refund. Our agents have made attempts to reconcile with Mr. Hills by offering refunds and coupons which have been declined by Mr. Hills.
Please contact me if you have any questions or concerns regarding this case.
[protected] ext. 3415
HERE IS MY RESPONSE TO THEM
Hotels.com was contacted as soon as I returned home from my travels. To say that that bedding preferences are not guaranteed is ridiculous. When I book a room for 3 adults common sense would say there will be enough bedding for 3 adults and not a Queen Sized Bed and a child’s bed. We did not check out early since there was NO OTHER PLACES to stay and we would have been charged for the room regardless!!!!! Hotels.com understands that there may be times when the property may not meet the expectations of the quest and may lead to their dissatisfaction
I do not think that MY expectations of:
A DOORKNOB, and NOT JUST A HOLE IN THE DOOR WHERE A DOORKNOB USE TO BE
A CLEAN ROOM,
A ROOM BIG ENOUGH FOR 3 ADULTS,
ADVERTISEMENT ON HOTELS.COM WEB SITE THAT OFFERS FREE COMPLIMENTARY PARKING ON SITE ONLY TO BE TOLD PARKING IS REALLY ON THE STREET THAT IS IF YOU CAN FIND PARKING!!!!,
AND LAST BUT NOT LEAST A BATHROOM THAT DOES NOT HAVE MOLD GROWING ALL OVER IT……..
IS ASKING TO MUCH.
After several attempts to resolve this issue hotels.com finally offered a measly $100.00 which I did refuse
At no time were COUPONS offered and if they had been they too would have been refused.
At this point I really want to ask, “Whatever happened to just doing the “right” thing?” I do not believe hotels.com did this on purpose but I do believe that you need to take responsibility since you were the agent that was used in booking this hotel reservation. If you can not as a company personally check out the hotels that are listed on your site then you as a company have to be prepared to assume liability when
there is a problem.
I am not some person complaining about a hair in a sink trying to get a refund. I had some real problems with this reservation and this room.
Would you stay in a room with no doorknob?
How about mold growing in the bathroom?
Would you subject your family to this? Would this be acceptable to you?
If the answer to any of the above questions is a no then please try and understand why I am so angry over this and why I am still wanting a total and complete refund of $417.60. At some point it becomes a much bigger issue than just the money. It is the principal of it. Yes, I am still demanding a refund, but it is the principal of it the drives me to seek justice. I will keep going up the chain as far as I have to if that is what it takes to get this resolved to my satisfaction.
I realize that as an employee of hotels.com it is your job to fight off complaints, save the company money, try to resolve issues and hope the complainers eventually are satisfied or hope they just go away assuming it is not worth the time and effort to peruse it. I’m not going away and the only way I will be satisfied is with a total and complete refund of $417.60
IF I RECIEVE A RESPONSE I WILL POST IT HERE AS WELL... I SUSPECT THIS WILL NOT BE RESOLVED. I DO LOVE THE LINE IN THEIR RESPONSE THAT SAYS:
"The email confirmation/receipt also has our listed disclaimer which states smoking and bedding preferences are not guaranteed."
ARE THEY KIDDING ME????????
THEY ARE HORRIBLE HORRIBLE PEOPLE DO NOT USE THEM
TAKE THIS AS A WARNING THEY DO NOT GUARENTEE ANYTHING!!!!!!!!!!!!!!!
I made a reservation through Hotels.com for two rooms one night. The website states if you find a cheaper rate within xxx amount of days they would refund you the difference. I found one directly through the hotel that was almost $50 cheaper. I followed the rules on the website to get a credit to my credit card but never heard a peep out of them. Never again hotels.com.
On May 1st we made several reservations with hotels.com help by Jessica Turner who is employed by them. Out of the four reservation one was book incorrectly. After many emails, several phone calls and being disconnected because they insisted that the connection was bad, 4hrs later I later of persisting calling I was help by one of the supervisors and the correct package was made. I was promised that the other package was being cancel and the money was being refunded to my credit card, and that all I need it was to pay for the new package witch I did.
It has been more then a month since this transactions where done by hotels.com and no money has been return back to the credit card but they did charge the package that was made in oder to correct there mistake.
I strongly believe that it is not corrected for me to be paying changer for the 1st package that was made incorrectly by them on my credit card that I am not going to used.
On my first use of the service hotels.com I noticed that the page for credit card transactions is not...