Hotels.com

I 'held' a room just a few days ago to secure the booking of a room, but now I'm not taking the tripI figured since it was a Free cancellation up until hours prior to check-in, which is what it stated, that there was no harm in holding it with a credit card that wouldn't be chargedI selected the option of paying at the hotel directlyWhen I went to cancel, it says that I'm getting charged for a night stayThis is completely contrary to what it said at the time of holding the reservationWhen I called the number on my email confirmation, my call was routed different times over the course of hour and minutes to an Expedia representativeWhen I finally talked with someone who could pull up my confirmation #, I was told that it was the hotels policy to charge me a night stayI'm really angryI just canceled my credit card to avoid the charge and now I'm going to have to potentially dispute the charge if it still goes throughGood thing I have screenshots of their free cancellation offer and confusing policies! I will never use this company again

Had a horrible experience with one if the Hotel.com hotelsSpend over ours on the phone with customer service from a foreign country and accumulated more than $extra expenseWhen I returned to USA I called corporate office and spoke with *** from customer relationship department and he promised to get back to me in hoursToday is a Monday June 26th and no one got back to me!!!!! When I call the corporate office number no one is picking upI will be contacting Revdex.com, news channels and all other appropriate agenciesThis is not a service that I expected as a loyal customer who only booked with hotel.com for all of my travel needs

I booked a reservation through hotels.com and the employee taking my review said the hotel could provide me with a zero balance receipt She lied When I checked with the hotel, just to be sure, the manager said that they could not file a zero balance receipt and that, instead, her notes to them said "customer will ask for a zero balance receiptdo not give her one."
Hotels.com is dishonest in their booking practices in order to make deals

I had a trip planned and needed to take some days off the reservation the day prior to me leavingHotels.com tried to charge about $more for the room I had already had reserved in the first placeI called them and spoke with a rude, unprofessional customer service representativeI asked to speak to a supervisor and was on hold for minutes until she came back and said the phone didn't workShe told me the supervisor would call me shortlyIt's been well over a month and never even received a courtesy call from this supervisor whose phone "didn't work"Thankfully I had booked my reservation with a different company after several hours of no contactotherwise I would've been scrambling last minute to find a place to stay while I waited on uncaring customer service representatives/management to call meOn top of that, a few weeks ago I went on hotels.com and emailed them my concerns about this and still have yet to receive any form of contactDefinitely showed me that Hotels.com doesnt care about their customersMy family, friends and I have always used this company for our hotel bookings and will never use their services againNeither will my friends and familyIt's disgusting how a company can just blatantly disregard a customer's concerns

"free cancellation within hours!" deceptive marketing practices
I've been on the phone with Hotels.com to cancel a hotel/flight package booked only days ago The itinerary is not scheduled to depart until Dec well within hours of departure, per their advertisement
I'm told by customer service/supervisor that "free cancellation within hours!" actually refers to hours within bookingThis runs contrary to industry standard as the norm for canceling itineraries and is a predatory practice to gain business through deceptive means

I purchased a night hotel stay at what was rated as a 1/star hotel from hotels.comThe pictures showed a relatively nice hotel and rooms for a great priceI was traveling with my 8month old and husband I wanted a place to sleep but we planned on being out and about so luxury wasn't my first thoughtUpon arrival to my destination I drove by the hotel to find broken windows, stucco falling off, black mold visible where the stucco and wood rot showed throughMy first thought was is this placed closedThey were notThe pool was tamped over with multiple tarps and the lobby had bugs on the floorThe a/c was either off or broken but a fan was goingThe worker was sitting on the couch watching tvIt was disgusting! When I tried to cancel the hotel declined to allow a full refundThen hotels.com refused my refundAll while I'm struggling to find a place for my family and I to sleep!! I asked why hotels.com did not screen there hotels no answerI asked if they wanted pictures to prove I wasn't lying; they declinedI will not use this company again

my daughters vehicle broke down in lake worth fla, I called hotels.com and told them I needed a room on or near south *** hwy *** fla, I needed to pay for it over the phone as my daughter did not have a credit cardthey booked me in park view motor lodge west palm beach and told me I could pay over the phone which I believed I didmy daughter walked over miles to *** s *** why lake worth at 130AM only to find no moteli called the motel several times NO ANSWER ( how would they register my daughter if no one is there???) I called hotels.com told them of the SCREW up by themthey tried contacting motel NO ANSWERi asked if they could get transportation to get her as they SCREWED this up, or get me a room that has transportation to go get her, they could not, then I get notified this was only to hold the room not pay which is completely different what their agent told methey said she would have to pay when she got to the hotelTHEN the supervisor tells me I will still be charged These people left a yr old female on the streets of florida

They allow shady operators to book reservations they have no intention of keepingThis is done by the operators in the hopes of scamming you with hidden cancellation fees or offers of upgrades When contacting Hotels.com customer service you will get outsourced customer service representatives who will try to switch you into other properties that are part of their network of hotels regardless if what that ultimately may mean for your vacationThey offer no consideration for trip interruption caused by these shady practicesReservations that have been paid in full and in advance should be honored or consideration giving for interruption of travelUnthinkable to leave travelers who have paid in full for reservations stranded and dealing with thievesAvoid Expedia Corp and their many subsidiaries, Orbitz, Travelocity, Hotwire, Homeaway, Trivago, et alSmall wonder they need so many sites to confuse and obfuscate the depth of their deception

Hotel.com refuse to give me a refund on a reservation made They added something to the reservation that stated I wanted to pay for reservation at the time made when I did not check nor did I see that on the form causing an overdraft fees twice on my account .I was told if I canceled the trip I would loose my money not to mention the overdraft fees

To Whom It May Concern,

I am writing in regards to my experience with Hotels.com. On December 15th, 2016 I accessed said website to receive a quote for lodging involving three adults and two kids. In the list of accommodations provided as a result, there was an availability for a xxx hotel for $139 + tax. The place looked nice enough, we read the description and the fact that the room/family suite had 1 king bed and 2 singles, so we agreed to book it. As we have an account with Hotels.com and our information is apparently stored on the website, we were prompted to enter the three digit security number of our card and then urged (with lines like: "If you don't book now, this brilliant deal could be gone", "Hurry, that's the cheapest room at xxx! Book it now.") to click the big bold blue buy now button on the bottom of the page. To my surprise, the total amount displayed as charged on the next page was $222.36. Knowing the Florida tax to be around 11%, I called hotels.com for an explanation, where I spoke with two persons, the later called JM, by her own admission. They told me that the owner of the bed and breakfast charged an extra $65 for a third adult and, since the reservation was nonrefundable (not by my choice, but by hotels.com's agreement with the third party), I would either have to agree with the charge or loose all the money altogether. The lengthy conversations that ensued were basically me trying to convey the points I'm going to list below and their relative corporate politeness, that of a person whose hands are tied by company policies.

Trying to test their assertion that total! price was clearly displayed, I ran through the steps again, albeit with different dates, since apparently I had booked the last room for the 16th at xxx. I provided all the information I could provide (3 adults, 2 kids, age of each kid) and, sure enough, the same lodging address popped up, with a smaller price on account of different dates. Again, there was no mention of the extra $65 dollars tax. I scrolled through the entire page looking for it, and there was no mention. Moreover (see the attached print), at the bottom of the page, where it says xxx's small print , it's expressly written that all charges provided to them by the hotel were listed. I cannot stress this enough, as this is the same exact information that was provided to me on my actual booking based on which I made the decision to acquire those services at the quoted rate. So, sure enough, I clicked book it and was taken to the same prompt of not missing this fabulous offer and to simply input my three-digit card security number to get it. Indeed, on the right, far from the main page scroll down type information, the adjusted price was displayed, so I can only assume that was the case with my original booking, but no prompt as to change whatsoever on the main page before being urge to click book it at the bottom of the page.

Now, since the whole process is automated and the charge to my credit card was almost instantaneous, it's impossible for hotels.com to claim that the $65 extra fee was unknown to them when they wrote that all charges provided to them by the hotel were listed and the quoted price was $139+tax and that the system instantaneously became aware of the said fee in between me moving from one page to the next. It is also obvious that this had been the policy of the hotel owner and the fact that hotels.com chose to hide it until the very last minute and still claim "that all charges provided to them by the hotel were listed" when the total price was quoted proves, in my opinion, malicious intent and, at the very best, a poor way of running a business with deceptive practices.

Realizing that I was not getting my point across to two employees that were restricted by corporate policies/script, I politely asked for the recording of the conversation so that I can use it for further reference, but they declined without giving any plausible reason. At this point, the best they could offer was a postal address (one can only hope it's not a fake one).

I booked on hotels.com last weekend. I wanted to delete one of the dates and called the company because I was two days away from my trip. They said I was too late to cancel one of the nights and get a refund unless the hotel agreed to it. The CSR suggested I cancel the reservation altogether, and rebook the room for one night. The CSR said that if the hotel didn't agree to refund the cancelled reservation I would be stuck paying for the initial two nights (cancelled) plus the new reservation (one night). This seemed completely stupid so I told him I would call the hotel myself. The hotel said hotels.com had my money (I paid in full for the room) not them and I wasn't even in their system yet. She suggested they simply change the dates so I don't get charged for three nights, only one. I called back, got a different CSR and she said she would refund me one night but since I was only staying one night now, the room rate was $100 more per night ($350). I got on the hotel's website, plugged in the date and it listed the original price ($259). I informed her of this and she said that's not what she saw on her screen. After some back and forth, she said they will do a price match. In a nutshell, from what I experienced, hotels.com has some call center in India where they are likely paying people very low wages, and they are instructing them to upsell and scam people. Why they have an A+ rating, I will never know. There are nothing but complaints here. This is not a business I will ever use again!

Booked a room in through hotels.com on 6/12/15. The room I booked and paid $121.00 for was a non smoking 2 queen bed room. Upon arriving at hotel, they gave us a smoking 1 bed room. I was told that since I booked with hotels.com I would have to contact them for a refund. I called hotels.com 3 different times, and eveytime was told they could not get a hold of the hotel manager. The hotels.com rep was very rude and not helpful. I decided to take it upon myself to contact the hotel manager, which I was able to speak with on the first attempt. I will NOT be using hotels.com in the future. Too bad for them because I WAS a regular customer.

On Wednesday, March 9, 2016 I booked a room at the Holiday Inn Express, Penn�™s Landing in Philadelphia for May 5 - May 6, 2016 and paid $131.01. The confirmation that I received is for March 20 - March 21, 2016.
This is a TOTALLY random date. I might understand if your site defaulted to the closest weekend, but why then and why a Sunday to Monday. This might be the lowest price, but I don�™t select travel destinations by picking the cheapest price for a given year.
Once I was able to drill down through their site and wait for an actual agent, I was advised to cancel the booking, and trust that the agent would be able to get the refund that I am owed.
He said that this should take no longer than 72 hours. I called yesterday, Sunday March 13 and so far there was no resolution and this agent could not reach the correct person at the hotel regarding the refund, which in my mind is not the responsibility of the hotel, but of Hotels.com.
I "chatted" with an agent today, Monday March 14th was told that the hotel would offer a "one time courtesy" refund and that it would take 24 hours to process and 3-7 days to show up on my card.
(I find it interesting that the booking showed up almost instantaneously on my card).
This was a lot of time spent and anguish for what appears to be a major glitch on their web site.

My wife and I booked a room and received email confirmation for our reservation (XXXXXXXXXXXXX). When we arrived at the hotel on the day of the reservation, the hotel had no information regarding our reservation. The hotel employee stated this was a common problem with Hotels.com. I called Hotels.com and spoke to a gentleman who told me to have the hotel cancel our reservation. I told him there was nothing to cancel. He asked me to wait on the phone while he called the hotel. He called the hotel while I waited at the front desk. There was an argument between the two. The clerk was upset and telling the Hotels.com representative that she was tired of customers being upset with their hotel when Hotels.com did not book the room. After she hung up I waited on the phone for ten minutes. The Hotels.com representative never returned to the phone. We had to pay $40 more than our Hotels.com quote to get a room.

I called Hotels.com again to ask if we would be refunded the difference. This time a young lady told me their computers were offline and ask that I call back in an hour. I explained I was just speaking with someone who never came back to the phone. She again said to call back in an hour.

I called back in an hour and spoke to another young lady who finally told me what the first two representatives would not tell me, "There is nothing we can do. You did not pay Hotels.com". This is the second time I have booked via Hotels.com encountering the same situation.

Today I called the corporate office number in Dallas. When answered there is an option to push a number for a directory, hold for an operator, or call the Hotels.com customer service number if you have problems with reservations. The problem is when you push a number for the directory as prompted it will not connect, an operator never answers no matter how long you wait and the number given for "customer service" is the same number I had called previously. I guess the employees just follow the leader and hide behind the phone knowing you will eventually hang up.

On Wednesday, March 9, 2016 I booked a room at the Holiday Inn Express, Penn's Landing in Philadelphia for May 5 - May 6, 2016 and paid $131.01. The confirmation that I received is for March 20 - March 21, 2016.
This is a TOTALLY random date. I might understand if your site defaulted to the closest weekend, but why then and why a Sunday to Monday. This might be the lowest price, but I don't select travel destinations by picking the cheapest price for a given year.

Once I was able to drill down through their site and wait for an actual agent, I was advised to cancel the booking, and trust that the agent would be able to get the refund that I am owed.
He said that this should take no longer than 72 hours. I called yesterday, Sunday March 13 and so far there was no resolution and this agent could not reach the correct person at the hotel regarding the refund, which in my mind is not the responsibility of the hotel, but of Hotels.com.
I "chatted" with an agent today, Monday March 14th was told that the hotel would offer a "one time courtesy" refund and that it would take 24 hours to process and 3-7 days to show up on my card.
(I find it interesting that the booking showed up almost instantaneously on my card).
This was a lot of time spent and anguish for what appears to be a major glitch on their web site.

I was overcharged sales taxes on a hotel purchase made thru hotels.com. They were supposed to price match, but failed to calculate the correct sales taxes and overcharged me by $9.10. When I brought it to their attention, the agents and supervisors at their call center in the Phillipines, did not understand how sales taxes were calculated, and therefore told me that they were not able to correct it, and I had no choice but to accept the amounts they were offering otherwise I would lose the price match. I filed a complaint with the Revdex.com and will see if I am refunded the illegally overcharged sales taxes. In the process of trying to get the sales tax amount corrected, I was hung up on several times, I was told to call back to "possibly" get someone who could understand me, I was put on hold many times, and in total it took me nearly 3 hours to even get any kind of refund processed. I am still waiting to find out of they will refund the rest. I also asked to be transferred to a representative in the US, and was told that hotels.com does not have any call centers in the US, only in the Phillipines. Apparently, even being a silver member does not have any advantages, and definitely NO CUSTOMER SUPPORT!!!

Onw of our company employees used hotels.com to book a room in [redacted] Tx. The VISA credit card statement shows a charge of $234.59 and the receipt shows a MASTERCARD was charged $187.67 and the last 4 of the two credit cards do not match. Hotels.com says don't worry you were charged the $234.59 and the hotel says we shouldn't have given you a receipt and don't worry about it, it will all work out. I DO NOT do business like this. Our company will not use hotels com again. Rude, and all you are told is "i understand' " don't worry about it" "is there anything else I can help you with".................

I called to inquire about the pet policy for a hotel. The representative on the phone found the information and pushed me to book the room on the phone instead of the website. I told her I wanted to use the pay at the hotel option to keep my payment options open, she said I was unable to do it on the phone but changing the reservation information would be no problem. I obliged. Later, when I went to change the payment information to apply hotels.com gift cards I had, I was told I would have to rebook online. I did not mind doing this, but the rate had since gone up. I was unable to have the previous reservation changed, or have the new rate matched to my initial booking. I explained to the representative that I was told that I would be able to change this information up until my stay, but was told I could not do it. I asked for a manager. He told me pretty much too bad so sad. I was very upset and explained to him again, why should I be punished for misinformation. He refused to give me anything other than his first name, and told me I was out of luck. Now, I have to either rebook and pay a higher rate, or sit on $100 gift cards until my next booking, if I even chose to continue with this company. Horrible customer service caused me to pay a higher rate by giving me misinformation has me very upset.