Hotels.com

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.

BEWARE! I was looking for a hotel room in New York City for 3 people who needed 3 separate beds. Venere was the only one of the on-line travel services that found me one. I booked it; they took my money. It was not cheap. Except such a room did not exist in the hotel. I had to share a bed with a colleague; exactly the situation I had wanted to avoid. OK, these things happen, but Venere's customer service after the fact was appalling. Extensive communication with Venere (someone called "Melanie Peer") showed clearly that Venere holds only contempt for their customers and that their business practices are fraudulent. I will never use Venere again.

Was charged for a 4 night stay when i accidentally booked two extra nights. I was able to get refunds for both nights, but no one has been able to give me any kind of itemized receipt for these transactions. The receipts they send in emails only include itinerary number, overall charge, my name, and the type of card I was paying with. NOT good enough to submit an expense report at my work. Their online receipt includes all the information I need, however, the amounts are totally messed up and in no way match the original OR after-refund amounts whatsoever. Speaking with multiple people on the phone, including supervisors, no one was able to fix the online receipt. The last lady I spoke with mentioned that she would put in a request to billing, but there was no guarantee that I could get the online receipt amounts changed to accurately reflect the charges. I'm not disputing the charges, i just require an itemized receipt for the charges on my company credit card.

I am filing this compliant against Hotel.com so that others do not have to go through what I have been going through. I cancelled a hotel room back on 7/25/14 and still have yet to be reimburse on my credit card. I have experienced being placed on hold for 1/2 hours at a time with Customer Service Representatives to be told that the refund has been issued and to contact American Express. This whole experience has been a nightmare and I am still waiting for my refund. Here it is 10/6/14 and I was supposed to have been reimbursed back on 7/25/14.

I booked a non refundable room and drove 8 hours with a confirmation number for a beach view room. Upon arrival, the hotel informed me no beach view rooms were available. They offered no help and blamed Hotels.com. Hotels.com could not (and didn't try), to find another hotel. I gave them comparable hotels and after 45 minuties, they said there were no beach view rooms anywhere. I gave them several to call on. They offered a voucher for 100 dollars off my next booking, not this booking. I called one hotel and got a beach view room at the next hotel they said they called and said no beach view rooms were available. She never called my back and the web site continues to show available rooms for booking. I had to argue for a refund only after I found another hotel through them to book. My family vacation was nearly ruined by overbooking rooms, offering no solutions, and making excuses for their screwups. I just want to sue them so bad. I am not a complainer but this just set me off bad.

I booked 4 nights based on a PAID airline ticket. Airline did not get me to destination according to PAID itinerary - first night booked was Aug 21, 2014. Spend that night at airport due to flight cancellation by United Airlines. HotelClub.com charges credit card for full booking when booking confirmed (I booked in mid July 2014). HotelClub.com does NOT care that I was not able to get to motel until next day on Aug 22. Therefore I paid HotelClub.com for 4 nights, but used motel only 3 nights. This .com site cheats and jips people. They are domiciled in Australia. A reasonable credit card reimbursement for the airline failure to get me to destination on my original PAID flight itinerary would have been in order - and is a universal business practice. HotelClub.com does not care about why I did not check in on first night. DO NOT BOOK motel stays with hotelclub.com - CHEATERS.

If you are planning any hotel booking online, do not trust the policy written by this company. Go to another site. I make a booking for a full refundable hotel in Osaka Japan and my credit card was charged immediately for the total amount. The policy clearly stated that my credit card information will only be used for booking confirmation and will only be charged only the day before my arrival.
I wrote an email requesting for refund and it went into a black hole. Luckily the amount was refunded a couple of days later. What get me angry was the refund was not in full. Almost USD30 was missing from my refund. I wrote another email to request for a full refund and clear explanation but it went into black hole again. Customer service hotline is totally useless. No one picking up the phone.
My lesson learned from this company, don't trust their policy. If you have a better option, please stay away using hotels.com to plan your trip. I have many transaction with Booking.com and it far better.

We booked a room for two adults and two small kids one of which has asthma the other in a wheel chair for three nights through hotels.com. To start the pictures on line are misleading. The phone had no cord and when i went to get one they tell me the phone wiring is messed up. The ac did not blow anything but black mold. We had dirty towels hidden behind bathroom door, we could not breath in room. We had to leave at midnight to go find another room at another hotel. We find out that this place condemned and was supposed to have been torn down. I can not believe that in our Disney World coupon book that this place is listed as a good place to stay. I will never book through hotels.com again or come back to Florida. To top it off we could't get a refund.

My wife booked our first vacation since 2005. She booked tru hotels.com. We were to stay in the same hotel in the miami area for 7 days. When she booked, she had only 2 requirements: a continental breakfast and onsite laundry. My wife booked for the week. When we checked in, they had no breakfast. They had no onsite laundry. The hotel desk rep stated that there was a laundry just across the street. The laundry that was supposed to be just across the street, was not. It was a block away in an area I would not want to spend much time in. Did I mention it had been closed for a number of week due to renovation? After a number of calls and e-mails, we were offered $100 off our next hotel.com reservation in the next year (With many more restrictiions.) we don't travel. We son't travel in the next year. We explained this to them an this was there final offer. They sold us something we did not receive. There are litterally hundreds of motels we could ahve stayed at in the miami area. Had we known we would not have booked with hotels.com in that hotel.

I had made reservation through Hotels.com for a Holiday Inn in Florida. Trip fell through and 7 days before the arrival date I called the hotel to cancel.I was informed that since the booking was made through Hotels.com I had to cancel through them as well. Agent at Hotels.com immediately told me that the booking was non refundable and claimed that that was Holiday Inn's policy. I explained that I had dealt with Holiday Inn as a customer many time in the past and have had to cancel reservations and have never had any issues. I was told that I would need to call hotel directly which I did. Not surprisingly the hotel manager informed that a cancellation and a refund was not a problem but that I would have to go through Hotels.com.
I called back and explained the situation to another agent. She again told me that this was non refundable and I challenged her to call the hotel directly and her the managers name. the agent came back online and issued the refund.
I explained that 1. The agent at the time of purchase NEVER informed me that the reservations were supposedly nonrefundable 2. I never received a confirmation email 3. I waned to know whose policy it actually was to refuse refunds.
I never received a straight answer. The fact that I had to call the hotel personally and then had the agent cal anyways to verify the veracity of my information was insulting at best. The fact that the company representatives could not or would not answer the policy question was troubling.
I strongly urge you to consider using another booking agent or better yet deal with the hotel directly.
I will never use Hotels.com again and will make sure that others are aware of the disingenuous behavior I encountered.

Delta Airlines and Hotels.com/Expedia.com/Microsoft are refusing to return a prepaid deposit on a hotel reservation which guaranteed "Free cancelation", which is of course fraud. I'm preparing a possible class action law suit against all parties involved and would like anyone with similar complaints against these companies to please email me at [protected]@embarqmail.com. I look forward to hearing from you.

I booked today & noticed the confirmation email did not have the right number of guests. We were only booked for 4 but it should have been 5. I called customer service hoping to correct the mistake and I was told that I could either upgrade to a larger room at TWICE the booked charge or cancel at a rate of $50 fee plus one night's stay. There's where my problem comes in, the confirmation email I received from them clearly states that the cancellation fee is $30 USD. When I told my non english speaking customer service rep this, his response was "prove it". He told me to send a copy of that email to an email address & his "team" would take a look at it and reply accordingly. Just as I figured the email was returned, not a working email...go figure! So looks like I'm going to let my kids call customer service so that one of these scammers can tell them that thanks to venere.com ripping us off 60% of our budget we can no longer afford to re-book! I only wish I had read the scathing consumer affairs reviews before I was taken for a ride by this company...BEWARE

I called Hotels.com because they had contradicting information regarding "Cancellation." On the website, there was a promotional comment right under the price stating "Free Cancellation." However, the details of the hotel's cancellation policy stated a one night cancellation fee (my reservation was for 3 nights). So "to be certain, " of the facts, I called Hotels.com. The agent assured me that the Hotels.com "Free Cancellation" would guarantee no cancellation fee, as long as I cancelled 48 hours before the check-in date. As my plans did change (my team lost - so no need to go watch the Final Four!), I attempted to cancel eight (8)! days before my check-in date. Now I am being charged for one night as a cancellation fee and Hotel.com simply says, "Oops." (And that was in very hard to understand - broken English from their Singapore call center.)

Next time, I will deal directly with the hotel. I can't afford to work through an undependable and unprofessional organization like Hotels.com. I'm concerned what misrepresentation/mistake will be made next time...

I have booked a room through Venere, as I have done many times before, and although the room wasn't advertised as prepaid, Venere charged my credit card. This is a problem as it was a business trip and I could not get the receipt at the hotel, and Venere customer service constantly ignores my e-mails... The receipt is needed as it was a business trip so I need it for accounting purposes.

Does anyone know what can I do if the customer service does not reply to my messages, which higher instance can I turn to in such a case?

Hi,
I had booked a hotel from Hotels.com in the month of Sep 2012. Since they have a price-match guarantee, I wrote to them and called them regarding this matter. They promised me to refund the price match amount in Oct 2012. Since then I have written them several times as well as called them nearly 10-15 times, however they have not refunded my money. Every time I call them the concerned agent puts me on hold for more than 5 minutes and says that he would personally look into this and make sure that the amount will be returned in maximum of 3-7 days. This has not happened in the past 4 months. They also mention that they will call me back in 24 hours and confirm. However till date there have been no return calls and no price-match money coming to my account.
When I email them, I receive a reply that someone will revert in 3 days. Out of 10 emails I have not received a reply for 7 emails. Pathetic service. I stay in Saudi Arabia. Every time I have to call regarding this issue I have to call either India or UK as they do not speak English when you call on Saudi Arabia no. I have wasted more money in calling them as compared with the Price Match Money. I wrote this complain yesterday (17-Jan-2012) and called up on their UK call center no. I had a talk with their rep named Shirley who acted very stern and assured me that she will make sure that my money is refunded by 11 am Jeddah Time Today and also mentioned that she'll drop me an email with her contact details incase this does not happen so that I can directly get in touch with her. Till now (12:58 pm 18-Jan-2012) nothing has happened, neither the mail nor the money. I had informed her that I'm gonna post their review on this and other websites if she/hotels.com fails to resolve my issue. However I guess they don't care. If someone from a consumer forum is reading this then I would seek your help in taking an action against these guys.

My case no is REQ:M-3155962 (Itin: [protected])
My email Id is prashant.[protected]@gmail.com
I can provide all the related documentation available for this complain. Thank you
Prashant

We booked a one night stay in B&B Relais Sul Mare via Venere in Naples in october 2012. Everything was fine until we returned from the trip and I noticed that the B&B had made fraudulent transactions on my credit card (which information I had only insterted to Venere.com) worth 1200€. When trying to solve the mess I also contacted Venere.com and they said it's been a mistake and the B&B will return the money. I never saw the money again and finally the credit card company continued solving the problem. However, Venere is well aware of the frauds the B&B is doing yet they still have this B&B in their listing. I would never use Venere again because you really can't trust the company. They will give away your credit card details and they don't care if the companies they do business with are frauds or not.

I booked two rooms at Manila Pavilion in the Philippines for 4 nights last Oct thru hotel.com but when we arrived at the hotel we were shocked at the state of the hotel. It was so dirty and smelly. The carpet are covered with stains and the bathroom was filthy. They are not what hotel.com advertise in their website. The gym was an empty room. We arrived in the hotel and we have to wait for hrs to locate us a room but when I get and see the room I was so upset. I wont even put my dog there. We waited for nearly 5hrs at the lobby of the hotel as the duty manager was trying to find as a better room but after 4 1/2hrs waiting we decided to move to the nearest hotel as the hotel is unhygienic. The hotel manager said we can refund our money thru hotel.com as we booked our hotel with them. I called hotel.com and boy! they make u wait for hr on the phone one of the customer service I spoke to under the name of Richa promised that she will follow up my Case ID : [REQ:M-319​2386] and will refund my money the next day I even got her e-mail regarding all the conversation we had on the phone. But the next day I have no phone call or even an e-mail from her. I try to call them again but same story they make you wait on the phone and I keep going back explaining again what happen. We spent P26, 000 about HK$5000 for this trip and we didnt even stay in the hotel. With all the hussle and headache they give to us I hope hotel.com will refund our money