Hotels.com

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.