Hotels.com

In March I gave my debit card number to Hotels.com to make a reservation for a spring break trip for my kids & youth pastors fm our church. In the course of a conversation that lasted approximately 30 minutes I ended up telling the Hotels.com rep to cancel the transaction as they did not have sufficient rooms to accommodate the three families traveling together as their website had indicated. At the beginning of the conversation they had three rooms available, I gave my information, I was put on an extended hold only to have a rep inform me when she returned that only 1 room was available with absolutely no other explanation. I told the rep that was unacceptable, cancelled the entire transaction and hung up. Hotels.com forwarded this illegitimate transaction to the hotel anyway and I was charged for a no show. There is no confirmation on my part that this "reservation" was ever authorized.

We had made a booking in a hotel Villa Campana in Siofok, Hungary through venere.com and recd confirmation. But when we reached the hotel therewas no such booking. The owner said that there was no room available and she had communicated us this through venere but I did not recieve any such mail. To add to this venere is not replying to my emails and is not even apologising for this mistake. It was a really bad experience and I am never going to deal with venere.com again

I had stayed at the Quality Inn on Bay St on two separate times, gave the receptionist my choice club card at the time of arrival and made the assumption that I would qualify for the free night. When I checked out on the second stay I asked the receptionist to clarify the signage at the front desk. There was a huge sign saying "We want Free" stay two separate time and earn one free night. I asked her to ensure that my card was swiped as I wanted to use it the next time I came to the Sault. As she looked over my account she noticed that the clerk had added my choice club card in the correct area so it did not show up adding any points she added that the new clerks do not know how to add the old cards to our new system. She recommended that I call choice club to get an updated card. As I am not in your business I am not sure what that means . I got the card in 1996 I have not moved since that time my card number is 221050. She told me that who ever took the information from my card had done it incorrectly but she would fix it. I told her that I have stayed with an affiliate hotels for the last 9 months at least once a month does that mean that none of those stays have been recognized? She could not answer that question for me. She did rectify the issue at their hotel where I stay the two separate times to quality. I certainly hope that you will provide me with at least the one free night. I will call to fix the problem with the out dated card.

Thank you for your time.

In March 2011 I made and paid (using my credit card) for a hotel reservation for my daughter and her husband through this site. Upon presentation of the printed voucher to the hotel, my daughter was informed that there was no reservation. In fact, the hotel had never heard of HotelClub. Fortunately, there was a room available, and the hotel agreed to wait until my daughter's checkout three days later, before demanding payment. The reservation never arrived, so my daughter had to pay for the room with her own credit card. My card was charged $211, and I am in the process of disputing the charge. Thus far, HotelClub has only submitted to my credit card company a copy of the reservation Confirmation/Receipt which of course is no help at all. Do not utilize this site!

I called the toll free number and booked a hotel room with taxes for $115 for 1 night. I did not receive an email confirming the reservation. Upon arriving at the hotel the front desk staff were unable to tell me the price reserved for my room as it is not displayed on their system. When I left the hotel, I did not get a receipt as they stated the number where I booked the reservation will provided me with an email receipt. I checked my credit card to find out I paid $142.37 for the room! I called hotels.ca to dispute the charges and urge the representative to pull up the call recording to verify the conversation that took place. Suprise suprise, hotels.ca does not keep call recordings. I am disputing the charge via my credit card company and I will NEVER book with hotels.ca in the future.

My family and I booked a FOUR-PERSON hotel room at the Hilton Hotel in Times Square, NYC for April 21-23. I made this reservation on March 22 with Hotels.com (AKA Expedia) for $899. Hotels.com twice confirmed my reservations, as recently as two days before I arrived at the Hilton.
Upon arrival, we were told that the hotel did not have our reservation. In fact, they showed me an email saying that the reservation had been canceled on March 31.
The manager there was able to find us a room to accommodate us with a THREE-PERSON hotel room for $1, 060. He was very accommodating as was the Hilton in general.
Upon calling Hotels.com, I was informed via email that 'the hotel should never have charged your credit card' for the higher amount and should have accepted the $899.
After Hotels.com credited my credit card with the $899, I called them to ask why they had not refunded the higher amount that I paid Hilton, thereby leaving me with the price I had agreed to. I guess they were admitting that it was Hotels.com FAULT and they would only refund the amount I paid THEM.
I was very happy with Hilton, as I mentioned, but felt that Hotels.com should have eaten the difference, since I booked with them in good faith - BUT NEVER AGAIN! I don't do business with companies that don't stand behind the customer!
Bob Hanlon
[protected]@yahoo.com

Booked a room through Hotels.com, received a confirmation/email, arrived to hotel and hotel had no record of reservations, referred to call customer service at hotels.com, was put on hold for an excess of 20 mins each time, then disconnected, after 5 reps, finally got a rep who told me there was a problem with my payment even though they debited total amount from my accnt the same day I booked, missed an engagement I was in Vegas for and matter wasn't resolved until the next day. I have never had an experience this horrible dealing with travel sites. Will never use these folks again! Sent an email detailing my experience and still no reponse from company.

Made a reservation through hotels.com (aka Expedia). They double-booked the room which I discovered only after I arrived. I've spent the last month, probably 4 hours on the phone, trying to get them to credit my account for their mistake. I've contacted the hotel manager. They've contacted the hotel manager who's said that the reservation was an error, and hotels.com said they have a record of this. The last excuse they gave me was that they could only credit me when I was on the line and they had the manager on the line, too. AVOID hotels.com and Expedia!

Sorry I didn't read the complaints before I booked a room in South Carolina. The reservationist spoke 'conversational" english at best. She constantly said "yes", even when she didn't understand. She clearly spoke the price of $54 then $51 then $71 for the same room during our booking. At the end, the room she told me I was booking at a 25% discounted rate of $54, turned out being billed to me at $78. When I called customer service, I got the run around. I was ultimately told that reservations is located in the middle of South America, and Raul was the only manager I could talk to. He told me, after 200 "I sorry that Happened", that I should expect a $30 voucher, ( to be used on my next booking with them) in about 6 weeks. I would never give them my card number again!

Can anyone tell me what government consumer protection agencies we should be addressing our complaints to? Thanks

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.

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

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.

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).

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!

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.

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.

Having called them early in the day to make reservations in Ireland, we needed 3 rooms. They could only make a maximum of 2 per reservation but assured us they could do it with 2 reservations. When we finally received the confirmation e-mails several hours later, the were several errors. After multiple calls to them, finally asking to speak to a supervisor, we were cut off each time.

We finally called American Express to cancel the charge-confirmations and will make our own reservations.