On the 1st of February we confirmed a booking with Hotels.com for accommodation in April. On the 11 April 2011 Hotels.com called to say they could not honour our booking. During this first call they made no attempt to rectify the situation. We asked them to sort it out, and they did not call us back. We have spent over 2 hours on the phone trying to have the problem resolved. So far all they have offered us is $70 US voucher. This is pointless as we need accommodation for the nights we had it booked. Their service is incredibly poor, most times the person you talk to says they cannot open your booking and transfers you. I have even been hung up on. I have registered two complaints with the BBB (Better Business Bureau) one regarding misrepresentation of service and another regarding poor customer service. I strongly advise anyone considering booking through Hotels.com not to do it. Even if you have to pay more elsewhere, it is worth it as this company does not deliver as promised, and has the worst customer service I have ever experienced.
My flights was cancelled because hurricane IKE was about to hit Houston; in the process of changing my flights Continental Airlines asked if I needed a hotel room. Continental Airlines transferred my to a customer service rep. I was never informed that I was talking to Hotels.com. With the CSR, I booked a Holiday Inn hotel room. During the call, I was never informed of any cancellation/charges fees etc. Since a Hurricane was about to hit Houston, and not knowing the status of IAH after hurricane IKE, this detail would have influenced my decision to book a hotel. There is no way that I would have booked the hotel room.
After hurricane IKE, my flights were cancelled again. I found out my flight status on the 14th. Once I knew that my flight was cancelled, using my Blackberry since I didnâ��t have electricity, I checked my e-mail to get the information regarding the Hotel. At the time I realized that it was Hotels.com, I still had no idea that there was a cancellation/charge fee. I contacted Hotels.com and they explained the cancellation/charge fee for the hotel. During the same call, I explained that the cancellation/charge fee was never explained and the Hotels.com representative said that they would contact the hotel on my behalf and see if they will refund the fee. The representative put me on hold and contacted the Holiday Inn, when she took me off hold, she had said that she had contacted the hotelâ��s accounting department and that I need to call back in a few days and they would refund the cancellation/charge fee. She then asked if I wanted to cancel, explaining that the cancellation/charge fee would be refunded. I cancelled, but was explicitly clear that I was never explained a cancellation/charge fee nor was I accepting the fee.
I called back the following week and Hotels.com would not refund the cancellation/charge fee. They told me to contact the hotel, which I did. Holiday Inn said that I need to contact Hotels.com.
Bottom line, this is the worst service that I have ever received. The fact that the cancellation/charge fee was never explained to me, the fact that Hotels.com said they would reimburse the charge and that Hotels.com was unsympathetic to the fact that Houston was just hit with a hurricane. This all left me with an extremely bad taste in my mouth, consumers should be aware of the type of company they are dealing with before they ever think about doing business with Hotels.com. This is if they know they are doing business with them.
Hotels.com is a rip-off, DO NOT USE!, When I went to get quotes from the hotel, they told us a rate of 64.99, we called hotels.com to get a cheaper rate. They quoted us 60.00 flat rate + tax, so I accepted that rate and setup my reservations. I booked the room for 3 days, which should have been around 65.00 per night which figures to be 195.00 for the three nights. On last day of my stay, when I checked my account they had withdrew 235.00. They charged me instead of 60.00 per night 71.65 per night (which is more than the state tax required). I also notice they charged an additional charge of 19.74 for an extra guest, (but it was only for two people which is the rate they gave me of 60.00 for the two of us). I then called customer service to discuss this and they told me it was a charge of tax and service charge that the hotel charged, and those charges didn't have anything to do with them. When I went to discuss it with the hotel, they said they couldn't discuss the bill because I went thru hotels.com that I would have to take that up with them. After the run-around, I called hotels.com back and they said once again that Extended Stay America had charged tax and service charge. So I didn't get anything resolved with them after going back and forth from the hotel to hotels.com, so I will never ever use them again, the prices that the hotel gives you in the end will be a better price. I don't put any of the blame on "Extended Stay America" because I didn't go thru them but thru hotels.com. My stay at the room was good, I didn't have any problems with the stay, except that I had to pay 5.00 more to use their internet and the tv only went to channel 30 which was more news channels, so I had to go rent movies, other than that the stay was good.