Hotels.com
reviews and complaints

I recently booked three rooms for me and my friends while we were traveling. I gave them all the important information and they charged my card. Then I received several messages saying my card was charged multiple times. I contacted hotels.com and was told they gave all my credit card information to the hotel. Hotel took money for who knows what, without my permission! This happened despite the fact I had not given authorization for additional charges. I contacted my bank to review my credit card statement and saw there were some additional charges. I called hotels.com service and their agent told he could not understand why I was so surprised, since I had given them the credit card information. Then I asked him to transfer me to their manager, but he refused. He also refused to tell me his name and identification number. They treat secure information very poorly, so please don't use this website.

During my trip across country in Sept 2015, I used Hotels.com to book my room in Flagstaff Az. The hotel I attempted to book at was confirmed by the Hotels.com service rep but when I received my billing statement, it showed a different hotel and that I had been doubled charged for the same night. When I contacted Hotels.com on the matter they stated I had to take it up with the individual hotels and that there was notyhing that they would or could do to assist me. Three months later and several mailings between myself, my credit card company and a very uncooperative hotels.com ... still no resolution. Hotels.com refuses to cooperate and I am stuck paying for two stays on the same night in Flagstaff. No cooperation. No useful information provided. Unwilling to provide any information regarding the service rep or the supposed copy of the conversation I had with the service rep on the day of the booking. I strongly suggest that you avoid Hotels.com.

I booked two rooms with Hotel.com on 26.09.15 over the phone. When I got to the hotel I showed them my reservations, they booked me into one room, when checking me into the second room they advised Hotel.com has not booked the second room even though they had taken the full payment straight away. I was astonished as I had my reservation on email, however they refused to provide the room as Hotel.com had not booked it.

I then contacted Hotel.com who then advised they would need to speak to the Hotel management as they did. They were very rude to the hotel management and when speaking to me again the lady refused to provide me with a full refund. She wanted to relocate me after attempting to sort out the situation for over and hour, even though the hotel had confirmed they would not refund the one room that they had booked us into and which I had already paid for. I found their service absolutely disgusting, their employees seemed to be from abroad they had no concern for my well being, they were more interested in Hotel.coms financial interest.

It was for my first time in London with my partner and my friends, they caused me a great deal of awkwardness and stress, I now look like a very incompetent person in front of them, they had no concern fore anything and hung up on me on five different occasions.

I would not recommend anybody to use this company, usually cheaper to ring the Hotel directly or use a more reliable company who is based in the UK.

Absolutely astonished how these companies are still operating

I booked my hotel in Singapore to find out in the am that my reservation had been canceled. They claimed that the fraud team canceled my booking after fully charging my credit card. They made it look like as if I had canceled my booking via email. Long story short, I had no hotel reservation after traveling with 2 young children overseas, awful customer service and a full charge to my credit card. I spent several hours making oversears calls to the company. Clear credit card fraud/if a transaction looks fraudulent do not charge a person's cc.Stay away from this company. Worst experience ever!

I had a reservation at the Staybridge Suites Indianapolis-Fishers on July 31st. The confirmation from Hotels.com ([protected]) and their website specifically stated "One Bedroom Suite, One King Bed, Non-Smoking - Advance Purchase". When I got to the hotel we were given a room with a Queen bed. I showed the front desk the reservation and was told they had no King rooms and I would need to talk to Hotels.com. I have tried, but get no response. Same for the Staybridge Suites, as I have contacted them multiple times.
In addition to the type of room, we had three wake up calls that were not ordered. I spoke to the front desk who told me they would let their manager know. These calls came at 2:30 am, 3:00 am, and 3:30 am. They stopped when we called the front desk after the third call.
Neither Hotels.com or Staybridge Suites will respond. That is a shame that they are apathetic. This will happen to others.

For my stay in "San Antonio-days Inn Interstate Highway 35 North" on May 24 2015, I had made the booking through Hotels.com on May 18th and had made the full payment through online and the confirmation number for this booking is ""[protected]"". When I went to check in the hotel on 24th night at 11:30 PM, I was told by the hotel person that they had not received the payment yet and so they didnt allow me to enter the hotel. I called Hotels.com customer care and they put me on hold several times while talking with the hotel persons and I had to stay with my family outside the hotel in the midnight with my old parents and 3 years old child.

The call between hotel person, hotels.com and myself went for around one hour and my whole family had to wait outsie during this period. Finally the hotels.com customer care representative told that it was a mistake made from their end and asked me to make the payment using my credit card and it would be refunded. I requested her to settle it from her end, for which she told she is unable to do that. Finally I made the payment and it was infact refunded to me by hotels.com which is fine. However I asked for a compensation from the Hotels.com customer care for the mistake which was done from their end for which I had to suffer with my entire family by standing outside for more than and hour in the midnight in an unknown area. She told that its not allowed as per their policy though its their mistake and they can just apologize and cant do anything more.

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.