Kayak
reviews and complaints

Indispensable tool when you are traveling to get the best prices for plane tickets. Although it doesn't carry every airline, like regional stuff in south america, it does a pretty good job for US travels. I always use the search then link directly to the airline's own website. I've never seen a better price displayed on Travelocity or any of the other travel sites, and they always charge a commission and make cancellations are complete nightmare.

Great travel site - Kayak's one of my favorite travel sites. It's very useful for searching for flights, hotels, cars, cruises, deals, and so forth... With flights, for example, it searches all of the airline sites themselves as well as the "discount" sites -- Expedia, Travelocity, Hotwire, Priceline, and Expedia. There are of course some other sites that are good too, but one that's worth checking out in conjunction with kayak is http://www.yapta.com. Book the flights at the best fare with Kayak, and then register your flights with Yapta; if the fare drops even further, they refund you the difference! It's great.

There's no reason to search the other travel sites because Kayak already does that. This is the one stop shop for putting together travel ideas. Although the prices might not reflect the best deals out there, it's a good starting place for finding out what actual flights will get you to where you want to go. In terms of prices, there's a lot of strategies out there and Kayak does a good job of quantifying price fluctuations and trends, but sometimes once you know the flight you want it's just better to buy directly from the airline. I've been using this site for years and plan to continue until Google comes up with something clever and makes it obsolete ;)

I've used Kayak a few times to get me somewhere. The first time was when I was traveling to San Diego for a marketing conference. I got the flight through them while I ended up staying at the hotel on a deal I got for being at the conference. Other websites would've cost me around an extra $200 for the whole thing.

Another time I actually managed to save $800 by getting my hotel, car, and air travel through them. I compared this around getting directly from the companies I was purchasing from as well as a couple of those other sites I see on television. There has been one time when they weren't the cheapest, but given that it was a smaller airline, I can't really blame them.

Very useful meta-engine for travel fare searches. Presents total fare including fees and taxes when searching for airfares and hotels. Allows for multiple multi-destination listings. Good filtering system (nonstop, 1 layover, 2 layovers, etc). Also includes option to open up separate browsers to concurrently search orbitz, priceline, etc., for comparison. Fares are spot on with other sites. Does not allow for hotel and flight packages for multi-destination trips. Even though both outbound and inbound flight combinations are presented as a pair, can select the pair or just one of the flights, upon which the site then presents possible flights for the other portion of travel. Presents the option to search nearby airports. Easy to navigate and parse the information.

If you are booking a trip, you should be comparing prices on kayak.com. It's a meta-travel-site search engine (don't know if that's the proper term) which basically means it searches all the different travel sites (orbitz, priceline, etc), aggregates that data on their site, and allows you to pick the most affordable or convenient flights. It even has a priceline.com window pop up in a new window with their prices so you can make sure you are getting the best deal possible.

Even if you are sure you are getting a great deal on Virgin or Southwest (I think these might be included in the kayak search now but not 100% on that), check kayak anyway. I thought I was getting a great deal from SF to NYC on Virgin America last month, but just for the hell of it, I did a search for direct flights on kayak and found one for almost $100 less! Definitely one of my favorite places on the web.

I work as a concierge and marketer at Hotel Maison De Ville. This review is from a business perspective- They are the best, if not one of the best to deal with.

I have had nothing but headaches dealing with other hotel search engines, whether it was incorrect information or having to wait 2 months just to claim our Hotel as OUR hotel in their business listing.

Through Kayak.com not only were we able to claim our hotel through a quick (but secure) sign up process, but the management screen is so simplistic that I was able to update the outdated information and have it approved with new photos in less than a week. That's a ridiculous turnaround considering that for other sites I have to wait weeks if not months for approval.

There was also an error when people were trying to book us, it didn't give our phone number and incorrectly stated we had no rooms. I sent kayak.com an email and they had it fixed in mere HOURS. I can't recommend their site highly enough.

Improved travel site for cheap airfare/vacation/car rental/cruise deals - Started by the founders of Expedia, Orbitz, and Travelocity a few years ago, the ever-evolving Kayak is still the most efficient, comprehensive, and user-friendly travel site I've come across. It scours a ton of travel sites to deliver optimal combinations of itineraries and low prices in an easy-to-use display. Better yet, it sends you directly to the source, including low-cost carriers such as JetBlue and Virgin America (I was so excited when they added these!), to make your purchase. Booking directly with the travel provider allows you to bypass service fees typically charged by other travel sites and take advantage of benefits such as upgrades and bonus miles. One can filter to narrow results by number of stops, airline, airline alliances, takeoff/landing times, flight quality, aircraft type, layover/flight duration, sites searched, and price. Among its many useful features are buzz (shows the cheapest deals that other Kayak users uncovered in their searches) and fare alert (email notification when a trip route of interest meets or beats your specified price).

Oh my, I'm not sure why I couldn't find this site before booking with them, but BAIT AND SWITCH IS WHAT IT SHOULD BE CALLED, if I could give a minus one, I would. That is illegal, isn't it. I made one reservation based on THEIR reviews that must be MADE UP, because when I reviewed it on another site it said EEWW! Stay away. So I cancelled that reservation, and made another, which I reviewed prior to making the reservation they did have the best price and it was a holiday weekend so the prices were quite high as it was. But, I've been having a lot of financial troubles for the past 2 years, and haven't been able to take my son on a vacation for 2 years. So we made the reservation for 2 nights at Pensacola beach. At the Best Western Blue Angel, had great reviews on and off their site, and great pictures on many sites. So ok we had a reservation. I got up at 3 am to drive down. I was going to go directly to the beach but something told me to swing by on the way to the beach at the hotel even though it wasn't check in time. They immediately handed me a fax from kayak and said that they had received a phone call, that they made an error and they would have to send me to another hotel. Days Inn in Pensacola 5 miles away. When I called them they said I could cancel the hotel altogether if I wanted, they were giving me an UPGRADE?, after driving 7.5 hours to another state, holiday weekend, I decided to take it. It was getting later, so I decided to go on to the beach and deal with the hotel later, I mean we had an upgrade, right and sometimes the Days Inn are nice, not typically nicer then a Best Western but you never know. I was on vacation right?
After a few hours at the beach, we (my 10 year old son and I) to head on to the hotel, not wanting to be overly burned at the beach. When we got there, we were sorely disappointed. The lobby was DRASCIALLY DIFFERENT then the other hotel, the Best western had a couch set with carpet and floral garden, we had to use the restroom which was great. NOT DAYS INN, it was a sterile small standing area approximately bathroom sized. The breakfast that was supposed to be a full breakfast at the Blue Angel Best Western the Days Inn was going to be cereal and yogurt up to 9am, if we woke up on time, we were planning on sleeping in... but it was a room right? So we checked in anyway, it "was" a room on a holiday. We got up to the room, my son noticed in the bathroom that there were splashes of poop on the wall, the tub was dirty, to room smelled like something? Mold something. The carpet was falling apart, there was a 10 inch TV. My 10 year old said he wasn't going to shower even with sand in the bottom of his bathing suit. Outside I didn't notice when I pulled up was scary... I read a review on that hotels website that said. Eeww! It was described pretty accurately "Crack house Haven". I was afraid my car would be vandalized or bedbugs were a great possibility. So I called the kayak people to get a refund, but I was tired, if I wasn't getting a refund I was going to crash there anyway, I was exhausted. My son was hungry but the fast food in that area was pretty nasty looking, so while I'm on hold, I looked for a new area for him to eat a fast food, while I'm holding for kayak to get whoever needs to authorize a refund, the girl said she'd get someone who said she was from the escalation department. After 35 mins. Another 25 mins, later she said yes, check out from this hotel and they "would" refund the "entire amount". Another 10 mins later I'm on the way home... after I told her I was in the middle of checking out when I was, she said, she called the hotel and because I had checked in and been in the room for an hour they wouldn't refund my money. She told me to check out. She knew I had been on hold for an hour and they are keeping my money. I'm sure the Days Inn re-rented my room, it was Memorial day weekend. So no room, no money, no fun! I got home about 1:30 am after being up at 3am for the trip down to FL. 1st vacation in 2 years

Today March 1st, I had the pleasure of ending my association with Kayak.com, via my conversation with Jim Giza, VP of Technology was how he introduced himself and hanging up was how he exited the conversation. First, let me start off by saying how can we use any site that doesn't publish a contact # on their website and VP of Technology say its due to the fact of them not wanting to be swamped by callers. In his words, the volume would be too much for 20 analyst that collect data compiled and more then likely thrown away. Not to mention, a customer rep who on my 3rd call as call # 1, I was placed on hold without notice and phones mysteriously hung up due to the fact that I didn't want to send ANNA an email and she would respond in 24hrs, doesn't help me one bit, I need to travel today. I called back and no one answered and call went to VOICEMAIL which leads me to believe they have CALLER ID or other member and non-members are usually frazzled and end up deal with this in our own way. As the next person answered, her name being Melissa, she doubted that was the case and that their phones have been experiencing problems, ok, really Miss. She then told me all the supervisors in this company were in a meeting and that she could have them get back to me later. I insisted she place me on hold because how could any company that supervises so much information for people all over the world and from Mr. Giza success in PATENTS via travel systems and compiled information have not one supervisor available. Three minutes later Mr. Giza comes to the line, speaking somewhat fast but politely at the introduction, I proceeded to state my problem with booking a PUBLISHED CAR RENTAL which led me to another 3rd Party Site, which consumers here in America feel are at fault for purchases they don't receive, lack of knowledge about goods and services and are prone to our discord but still we shop as AMERICA'S Corporate landscape promotes and directs us. As Mr. Giza started to jump in, he even offered me a visit to Kayak's BOSTON OFFICE and said if you're ever in the area, he'd love to meet and use my complaint which he leads me to believe to develop another type of system that will without merit hinder us from speaking to REAL PEOPLE and who once on the line have to deal with problems and who also HANG UP on you when you inform them that you'll be writing letters to companies that do business via KAYAK. Mr. Giza prior to his exit spoke about the information that 20 analyst bring in REAL TIME, not true because Mr. Giza admitted that REAL TIME in travel is 2,3 mins or 2hrs gaps that we're not getting minute by minute analysis or Price Fares. I also questioned him about the value of customers to his company that makes millions of dollars in revenue from Advertisers and I'm quite sure profits from sales that are funneled via their search engine and why aren't members told which companies from this DATA compiled via his great travel patent about companies that don't have the best updated info and why we should patronize this one vs. another. So the information is just showing us that its for him and he can do GLOBAL BUSINESS based on the need to travel and lack of REAL PEOPLE CUSTOMER SUPPORT, thus enabling travelers to stay disenfranchised by lack of help. This would help those who use this SEARCH ENGINE GIANT to make better choices and keep them on the side of the consumer who without us would be non-existent, Mr Giza remained speechless. I then asked why isn't every company in Mr. Giza fold or receive visibility from Mr. Giza asked to add a portion of profit to a fund that enables his company to have adequate people in place to aid people when they call and would hopefully enable them to publish their findings. Even more so, if you're a KAYAK member, we too don't receive any inside information about which companies serve us better via his EMAIL findings and so on. Mr. Giza's lack of speaking also leads me to believe at this point he was becoming mad at my questions. Like his first rep I spoke to said if you don't want to use us as we're a search engine, you don't have too. Which then prompted me to say, so you're saying if we don't like this company policy of NOT HELPING when incorrect info is posted and stays there as its supposed to be available in real time "GO ELSEWHERE". I then informed Mr. Giza who I alerted that I would be sending a letter to HERTZ and other companies about my experience with KAYAK and he balked. Thinking I wanted a FREE PAID VACATION, Mr. Giza seemed annoyed but I then said that I wanted nothing but the rate matched and guaranteed and he pushed me off again. Which led to the conclusion and fact that Mr. Giza and his staff were well equipped via their travel information to help no one but themselves and that I should contact his Lawyers in his corporate offices and lawyers because I mentioned the corporate partners who profited from his lack of information and transfer to customers. I am forever moving away from Kayak and hope to alert every company of this practice and if they patronize him and practices like this, they too are apart of the problem. Does he use reviews and feedback to rate these companies or making ad money and revenue from these partners is his only objective. Mr. Giza, probably has the ability to hack my computer via his VAST KNOWLEDGE OF SYSTEMS, INFO and PERSONAL WEBSITE which isn't active but provides a LINK TO A FARM SITE but I am scared not. Please, I ask you to take action if you have complaints via writing their corporate offices, Paul English, fellow co-founder and CEO Bill O'Donnell who use Mr. Giza's software to run their businesses and promote such to other companies, alienating us from help and our abilities make REAL TIME and REAL LIFE decisions based on information. I'm starting with HERTZ, AMERICAN AIRLINES and DELTA. KAYAK is a small boat and its our waters as customers that allow it to float. LET'S not pollute our river and use information to JUMP START our Green Objective and not one of BETRAYAL, which we see everyday!

Hey I made a car reservation and was charged for it. I want a refund. Your connected to Priceline I believe? Contact me at [protected] or [protected]@gmail.com. Please and thank you!

I gotta say, I don't agree with all the hype around Kayak.com being a one-stop-shop for all your flight needs. I've used Kayak a bunch of times, and I've noticed a trend: they don't always show you all the flights available, which means you might miss out on the cheapest option.

Let me give you an example from my recent experience. I did a search on Kayak and clicked "my dates are flexible" hoping to find a cheaper ticket than the one I had originally planned. If it means saving $50 by flying a day or two earlier/later, I'm all for it. If you don't think $50 is worth the hassle, then you're lucky to have that kind of cash to throw around! (I know that flying a day earlier means spending that $50 and more on hotel and food, but it's worth it to me to have more time at my destination!)

So, according to Kayak, the cheapest ticket was $1745, departing on Dec 14 and returning on Jan 22. But guess what? Priceline.com had a ticket for $1714, departing on Dec 12 and returning on Jan 22. (I searched for the same dates on both websites, and the flights had the same number of stops and similar flight duration.)

So now I know that the cheapest ticket is from Dec 12 - Jan 22. I decided to do another search on Kayak for just flights departing on Dec 12th and returning on Jan 22nd. Only THEN did the $1714 ticket show up on Kayak. Why didn't it show up during my initial search? I have no idea, but I don't think it's very honest of Kayak to not show me the cheapest flight until I specifically searched for it. That kind of defeats the purpose of using Kayak in the first place. I'm using it to find the cheapest flight, but what's the point if it's not showing me all the options?

Overall, I'm not a big fan of Kayak. I'm not saying you should switch to Priceline, but I would only use Kayak as a backup to confirm that I can't find a cheaper ticket elsewhere. Don't rely on Kayak to show you the cheapest flights right off the bat!

I totally agree with what everyone has been saying about Kayak. I recently booked flights for my family and me through their website for a trip to the World Cup in June. The booking process was easy enough, but things started to go downhill when I received an email from Travelocity informing me that my flight itinerary had changed. They asked me to call the Customer Support Center to confirm the changes, which I did.

Little did I know that this would be the start of a long and frustrating journey. I spent over five phone calls, each lasting more than 30 minutes, trying to fix my flight itinerary. The first four times, I spoke with "Dennis," "Katie," "Ricky," and some other overseas support person with a made-up name. They all told me that they couldn't get through to the airline to fix my flight. It was only on the fifth try that I was finally able to arrange my return flights so that they worked for my travel dates. I thought I was done, but I was wrong.

The next day, I received a confirmation email with my new flight itinerary. To my surprise, I noticed that they had also changed a flight on the last leg of my outgoing trip, causing me to miss a connector flight to my final destination. This change was never discussed during my five phone calls, so I had no idea why they had made it in the first place. Now, I'm in the process of getting this flight fixed, and it's been a nightmare.

I've made two calls so far, and the first time, I got the same response as before: "We're having a hard time connecting to the airline. Please call back." This morning, I spoke with "Nancy," and I was on hold for over 30 minutes before my call was picked up. When I explained the situation to her, she told me that I needed to contact the airline directly. I was furious and told her that this was their mistake, and they needed to own it until it was resolved. After a few minutes of arguing, "Nancy" finally realized that it was indeed an issue that they needed to fix. She called the airline, but guess what? She had a problem connecting, and I was asked to call back in a couple of days. It's unbelievable!

I will never book through Kayak again. This experience has been a nightmare, and I wouldn't wish it on anyone. The booking process may be easy, but their customer support is terrible. If you want to avoid a headache, I suggest you look elsewhere.

Kayak.com is a travel site that I would not recommend to anyone. I have had the misfortune of using them twice and both times have been a complete disaster. The website needs to seriously check the accuracy of the information it pulls from other sites because it is 100% unreliable.

Let me tell you about my experience. I booked a hotel for President's Day weekend to celebrate my anniversary with my boyfriend. When we arrived at the hotel, they had no record of our reservation and no more rooms available. I immediately tried calling Kayak.com, but after being on hold for an hour, I gave up and had to find another hotel on my own. Over the next three days, my boyfriend and I continued to try and call them, but to no avail. Finally, I was able to get through to someone who was very apologetic and said they were having a problem with the hotel chain I had booked with. They promised to refund my money, but it took 10 days for the refund to come through. They did call me a few days later to say my request had been approved and that they would also credit me $50 towards my next trip.

Despite this frustrating experience, I decided to give them a second chance and use my credit with them to book another hotel for one night in Tahoe. However, this time I was determined not to show up without a reservation. When I called the hotel number Kayak provided, it was disconnected. I did an internet search of the address and found that the hotel they supposedly booked for me was no longer open and had a different name than the one Kayak provided.

Once again, I had to try and get ahold of Kayak, which was nearly impossible. It is completely unacceptable to have such unreliable service when it comes to booking travel. I will never use them again and I would advise anyone else against it as well. It is clear that the way they are getting their travel information is not working for them, and I have read many other reviews with people having similar problems. They make vacations more stressful, and who wants that?

Kayak is a travel planning website that I would not recommend to anyone. My recent experience with them was a complete nightmare. The staff was unprepared and unhelpful, and I spent hours on the phone without getting any assistance. To make matters worse, I received an email stating that my tickets had been cancelled and that I would have to take a different airline, which would take 14 hours longer and cost me more money. This was completely unacceptable, and I am considering legal action against the company.

My troubles with Kayak began when I tried to change the departure date of my trip. I had a very flexible schedule, and practically any day within a 10-day period would have worked for me. However, the staff kept telling me to call the airline directly, and then they said that no dates were available. I received automated responses stating that my requested changes were not possible, which was incredibly frustrating.

Things got even worse when my husband had an unexpected spinal surgery, and we needed to change our return flight due to a medical emergency. Despite offering to send medical records, hospital surgical reports, and doctor's letters, we received the same automated response stating that our change was not possible. We called several times and were told to call different numbers, but ultimately, we were not able to do anything at all.

It is important to note that we were never asked whether we wanted to use Kayak or Vayama, and we were automatically redirected through Kayak. Given our experience, we would have said no to using Vayama. It is unbelievable that we received so little help and support, especially considering my husband's recent battle with cancer and surgeries, chemo, and radiation. We needed extra care with his spinal surgery and really needed to change that flight.

In the end, we took the risk and flew because we did not want to lose the $2500 we had paid for our tickets. I would not recommend Kayak to anyone, and I hope that others can learn from my experience and avoid the same frustrations and difficulties that I faced.

Kayak is a website that I used to love, but I recently had an experience that made me change my mind. I want to warn everyone about what happened to me so that they don't make the same mistake.

I set up a daily alert for specific outbound and return dates. The alerts only last for 10 days at a time, which is highly inconvenient if you plan trips any reasonable time in advance, such as searching for a flight a month or more ahead of time. I had it running for about six weeks and saw only minor fluctuations in price. However, with my most recently reset alert, it failed to come after the seventh day. The email on the seventh one said it would expire in "three more messages" which meant 3 more days. It resumed again on the 10th day, which was the last day of that cycle.

When I went to reset the alert, I did a check on Kayak's "chart" to see past price fluctuations and noticed that there was a $300+ dip very recently. After reviewing all my alerts, it became obvious that it occurred during the time frame of the missing alerts. This represents over a $1000 missed savings for our family. Also, that alert on the 10th day and all subsequent email alerts from the reset now have a new format.

Like most people, I'm pretty busy these days so did not specifically notice that the emails were missing as they hit my general email along with hundreds of others on a daily basis. I usually just give them a quick look as they come in. What's the point of having an alert if I cannot rely on it, but instead need to specially monitor if it will come and then do a manual search myself if it doesn't? It seems likely, if not evident that Kayak were sloppy and screwed up in its transition to the new format, but fat chance getting them to admit so, nor, if they do, getting any meaningful consideration for it, given their terms of service. I have contacted them and they are "looking into it".

So now I am signed up with five other services. You can bet that my next booking will be on those ones. I may still use Kayak just to search a route and validate prices, but that's about it.

I give it two stars because it is a good site to validate prices, and because I have saved money in the past with alerts, but I highly recommend you have alerts set up with multiple services because of a lack of reliability with Kayak.

Kayak is a travel booking website that has been around for quite some time now. It was started by Expedia, Travelocity, and Orbitz and is currently owned by Priceline. Hotels.com is also owned by Expedia, so if you book through Kayak via these sites, it's all the same or affiliated companies. However, my experiences with Kayak have been nothing but horrible, and I will never use them again.

One of the biggest issues I have had with Kayak is their customer service. It's been consistently bad, and I have had to deal with rude representatives who were not helpful at all. Sometimes travel plans change, and you need to change a reservation date. When doing this, the rate may even be cheaper than the date you originally booked. However, Kayak affiliated Hotels.com doesn't reduce the rate and also adds on a change fee. So in my case, I would pay three times what it would have cost me to change plans if I booked directly. I would rather book directly with the hotel and then easily change reservations if need be.

Another issue I had was when I booked my flight three months in advance through Kayak via Travelocity, and I could not choose my seat. This means I had the worst seat that I have ever had flying. It was right by the bathroom, last row, and middle seat. I usually book directly with the airlines and can always choose my seat.

The site doesn't accurately represent the hotel in the photos or description. A complete lie! I booked this hotel with Kayak directly. The bathroom didn't have hot water, only ice-cold to take a shower, there was no shower curtain, and one washcloth for two people to take a shower. The bedding was unclean, unmade, sheets didn't match, coach roaches, floor was filthy, pictures on the wall were crooked, air conditioner sounded like a freight train, security door card didn't work, big holes in the wall, gashes in the furniture. There was no housekeeping, coffee maker, hairdryer, or phone that the Kayak description mentioned. This hotel had so many health code violations we walked out within the first 10 minutes. Kayak didn't do their homework and outright lied about this hotel on their site in the photos and description. This hotel shouldn't have even been on their site. Kayak gave me quite the runaround in trying to get a refund and ultimately would not give me a refund. I had to do a credit card dispute to get a forced refund.

Lastly, I have looked up flights on Kayak and compared them with flights on the airlines' websites to find many more available desirable flight times, better rates, and availability to choose my seat. It's frustrating to see that Kayak doesn't have all the information that the airlines' websites have.

In conclusion, my experiences with Kayak have been nothing but horrible, and I would not recommend them to anyone. Their customer service is terrible, and they don't accurately represent the hotels on their site. It's better to book directly with the airlines or hotels and avoid the hassle of dealing with Kayak.

Kayak is a pretty good website when it comes to finding cheap flights. They make it easy to see all the different options and pick the best one for you. But let me tell you, do NOT book a hotel through them. I've had two terrible experiences and had to deal with a bunch of customer service people who were nice but totally useless.

The first time, I booked a hotel in Fort Lauderdale for the same day I was arriving. When I got there, the hotel had no record of my reservation. Apparently, Kayak sends a fax to the hotel to confirm the reservation, but sometimes the faxes don't go through. Kayak was no help at all, but luckily the hotel manager was really nice and helped me out.

The second time was even worse. I booked a hotel in the Dominican Republic for four nights and paid with my credit card. But because my credit card has my first initial and middle name on it and the reservation was in just my first name, the "RPD" (whatever that stands for) cancelled my reservation. They charged my credit card but didn't give me a room. When I called customer service, I had to talk to a bunch of different people and wait on hold for a long time. Nobody offered to help me fix the problem. They just kept saying they tried to call me and couldn't get through, so they cancelled my reservation. I called their approach "stupid" and the person on the phone got mad at me for swearing, even though I didn't use any bad words.

So my advice is to stick with Kayak for flights and leave the hotel reservations to someone else. Kayak is good at finding cheap flights, but they're not so good at anything else. And based on my experiences, Travelocity isn't any better.

I've used Kayak.com twice before and I have to say, I'm not impressed. The first time I used it was to book a flight for my son to come home from college. But when he got to his layover, they canceled his flight to Portland ME. It was a nightmare trying to sort it out and we ended up having to get him a flight to Boston MA instead. My sister had to drive all the way to Boston at 11:30pm to pick him up. It was a huge inconvenience and we were not happy.

The second time I used Kayak was to book a hotel room in Old Orchard Beach ME for my vacation. But it turned out to be a disaster. I was charged $385.76 for 2 nights, but my husband decided to leave early and add another night at the hotel. When I called to see if we could do this, they told me that the room I wanted was already booked. They put us in a queen room instead, which was not what I wanted. When we checked in, I gave them my debit card to add the extra night onto it. But they ended up charging the entire stay to my bank account AGAIN! So now we're up to over $800 for a room I didn't even want in the first place.

When I realized what had happened, I called Kayak to get it rectified. They gave me a fax number and told me to fax over my bank statement showing that my debit card was charged twice. I had to drive 30 miles to the nearest Staples to fax it, and be charged for the fax. I waited 2 days and had not seen a refund, so I called again. The first person I spoke to said it was the wrong fax number, but to call another number and speak with Customer Service. I did so and the man I spoke with said that the fax number was correct, but he did not receive the fax that I had sent 2 days before. I requested to speak with a supervisor and was put on hold for 13 minutes. When the supervisor finally got on the line, I explained what had happened and told him that if I had to travel and pay to fax my bank statement to him again, I wanted someone to be responsible for receiving it. He said that he would call the hotel and see if they would tell him that my account was charged by them. I was put on hold again for another 11 minutes and then he came back on the line and said that the hotel was going to refund my bank account $287.30. What happened to the $385.76? So I guess I, the consumer, take the loss of $100.00?

Now, I've already booked another room in Blairsville PA for my son's graduation. I'm praying that this doesn't turn into a complete mess AGAIN! I've called and made sure that the room I selected is the room I'm getting. But I'll be damned if I'll be handing over my credit cards or debit cards to the hotel after this last fiasco AND LOSS. Kayak needs to step up their game and make sure that their customers are not being taken advantage of like this.

I recently used Kayak to book a hotel for a much-needed vacation with my son. I had some financial troubles in the past two years, so I was really looking forward to this trip. Unfortunately, my experience with Kayak was not a good one.

At first, I made a reservation based on the reviews on their site, but when I checked the same hotel on another site, the reviews were terrible. So, I cancelled that reservation and made another one. The hotel had good reviews on and off their site, and the price was the best I could find for a holiday weekend.

I woke up at 3 am to drive down to Pensacola Beach, where we were staying at the Best Western Blue Angel. However, when I got there, the hotel told me that they had received a fax from Kayak saying that they had made an error and that they would have to send me to another hotel, the Days Inn in Pensacola, which was 5 miles away.

After driving for 7.5 hours to another state, I decided to take the upgrade they offered me, even though it was not what I had originally booked. When we got to the Days Inn, we were disappointed. The lobby was completely different from the Best Western, and the room was dirty and smelled bad. My son even found splashes of poop on the wall in the bathroom.

I called Kayak to get a refund, but it took me over an hour to get through to someone. When I finally did, they told me that I could check out and get a refund, but because I had been in the room for an hour, they wouldn't refund my money. I was exhausted and hungry, and my son was hungry too, but the fast food in the area was not very appealing.

In the end, I didn't get a refund, and I had to drive back home without having any fun on my first vacation in two years. I was really disappointed with Kayak, and I don't think I will be using their services again.