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22 Reviews & Complaints

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Be Warned--They Won't Honor Your Contract!
Posted by Jimandval on 01/11/2014
HOUSTON, TEXAS -- Booked the Pearl Hotel in NYC for 7 nights.
Checked with hotel a few days prior to arrival only to find they had no reservation for me?

Called HOTEL-RATES.com customer relations number, several times before discovering that they had made a mistake and booked me into the wrong hotel.

Unfortunately, due to cost, they totally refused to honor my original agreement with them and simply stated that they would refund my original charge!

Ended up costing me an extra $573 to re-book my hotel ( different agent )
Totally their mistake, so they should have accepted the loss and honored the original on-line booking--whatever it cost them!

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We Got Robbed!
Posted by Sareybearey on 12/21/2013
Our credit card was charged three times when booking through Hotel Travel's website. It took multiple attempts over a period of an hour to process the booking in which we received a confirmation number. We did not receive a confirmation email until later that afternoon and it was not until we arrived at the hotel that they informed us that there were 2 additional bookings under our names. The hotel agreed to cancel the bookings at no cost and emails were immediately sent to Hotel Travel by ourselves and the hotel. We received the confirmation emails for the further two bookings the next day. After many emails explaining our situation Hotel Travel decided to charge one night's accommodation for both of the duplicate bookings and we are still awaiting our refund. We are budget travelers and chose Hotel Travel for their low rates, we want other travelers to beware that you may not save in the long run with Hotel Travel and we wish that we had read the bad reviews before using Hotel Travel.
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A Freak Out Booking Experience
Posted by Clarao on 12/20/2013
PHILIPPINE, CALIFORNIA -- I called the Hotel.Com center using free 1800 number on 14 December 2013, to book a hotel room in Asian country. The staff was so patient, kind and cooperative. She tried to find a room which is suitable for me and best to my liking. I am so happy and after thinking a few minutes, discussed with my family (which took a while), then proceeded to pay with my credit card. I mentioned everything in details as what she required in order for me not to miss any special deal/opportunity of the discount hotel. After that, just right after she took all my card details, she told me that my credit card has been declined and she disconnected our telephone conversation all of sudden after a long talk ! I was so shocked, disappointed, and wonder why she would like to do this to me. I checked my credit account and there is nothing wrong or being declined/cancelled.

I made a new call and asked if I could talk or be connected to her again, her name is Rain (as she told me so). But regrettably no one can do such thing, they said they were not authorized to connect with any staff/agent that you dealt earlier. I became more panicked and worried about that. The new staff tried to finalize my early booking but out of my expectation the hotel room does not even exist ! All of this hotel rooms has been booked/sold out. One of the facilities that Rain was given/mentioned to me was not even true as we have to pay for it and not free as I wanted. She also requested that I should pay by credit card instead of PayPal which is quicker. Now it is a big concern as she was lying many times to me and I am afraid she would do something or use my credit card for other purposes in the future.
For what I've read from the review of this hotel website, it is just freaked me out because I always think that they might still can use my details later.

These are 2 reviews that appeared to be quite similar case as mine :

1). "I just got off the phone with a representative from Hotels.com because there was an illegal withdrawal from my bank account by them for reservations I never made. I have used them about 8 months ago, so I assume this is where someone from their agency got my info. When I called them about the unauthorized withdrawal, I am told I have to wait to get them to put my money back. It angers me to think that someone from their company has used their ability to access customers' info, make illegal transactions like that. Instead of reversing the action to replace my money immediately. I will never ever do business with this company again"

2). "I was notified by my bank that my credit card had been compromised. I called Expedia.com/Hotels.com to dispute the charges. Initially, I was told by an agent of Expedia.com/Hotels.com that my credit card had not been used, however after asking to speak to a supervisor, I was informed that my credit card was currently being used to book a hotel room in Great Britain. They told me that although the person was currently in the hotel room, that they could do nothing to help me.
I am a struggling college student and cannot afford such issues. To make matters worst is knowing that a criminal is right at the hotel and living it up and HOTELS.com says to just talk to the bank on Tuesday. PLEASE DO NOT BOOK ANYTHING WITH HOTELS.COM. THEY ARE ACCESSORIES TO CRIMINAL ACTIVITY!!!"

Even though I reported to the Security officer one day after the incident; this is what she replied : that not too worry because it has a secured booking website/system and your personal and card details are safe with us; that we work in paperless environment wherein your card details are directly typed into the system no one has an access to the details ; fully encrypts the entire credit card number and encodes it into a completely non-usable (un-readable) form,

I still won't believe at all.
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Hotel-rates.com Charges More Than the Hotels Rate and Exhorbenant Fees
Posted by Darelldsw on 12/09/2013
I booked unknowingly on hotel-rates.com. I thought I was on Super 8's site. They charged $28 more than the hotel would have charged directly. Emailed customer service resulted repeatedly that they could not find my reservation, even though I included a link including the confirmation number to the confirmation site. Total rip-off.

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Do Not Use
Posted by Jessandscott on 11/18/2013
TEXAS, TEXAS -- I booked with HOTEL RATES.COM because they showed an A+ by the BBB and claimed to have the lowest rates. I paid a total of 84.00 for a room that was 49.00 a night standard. My room was terrible, hair in the bed, smoke detector ripped out of the wall, dead bolt broken ECONO LODGE in Alexandria, LA... I called hotel rates to tell them I wanted a refund .. STEVE said no we don't refund -- we can ask the hotel to send a voucher !!!

So I called ECONO LODGE corporate they said I should not have used HOTEL RATE.COM.
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I Was Ripped Off. Found That I Paid 50.00 More Than the Hotel Would Have Charged
Posted by Tttravis1 on 09/29/2013
I called to make a reservation for Pahrump NV (no Choice Hotel there). When I arrived at the Best Western I found out that the rate was $50.00 less if I had booked it myself. I realized that there would be a charge but that is unreasonable. I know now why I stick with Choice Hotels. I will never use your service again.
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Highly Overpriced, Useless Price Guarantee.
Posted by David5014 on 09/10/2013
MOOLOOLABA -- I booked an apartment in landmark hotel, Mooloolaba, Queensland, Australia. I booked in January this year as I was told by my daughter who I am visiting in Oz, that it is a very busy time of year on the sunshine coast, and if I leave it late, I might not get in. We have been saving for two years to get to see her, as we live in the U.K.

Two weeks ago I was surfing the net and found the exact same hotel, apartment and time scale that I had booked £1000 cheaper on booking.Com.33% Cheaper, so I tried to claim using their price guarantee. What a performance I have been through and still no settlement. Ten e-mails and 3 phone calls, and no - one can deliver even a sensible or understandable reason why they refuse to honor their own price guarantee. They cannot find the website I have quoted, the customer service dept in India is a compete joke, they keep you on hold for 30 minutes, then say a supervisor will ring you back, guess what? They don`t, So you ring again and go through the whole ridiculous process again!!

Does any member of the management team ever read these customer feedback messages?, How can a company continue to trade in the competitive market that they are in, when treating customers in this way?, Does anyone at this company even care?.I will never book again, I will tell all my family, friends and customers never to book with Expedia. David Roberts booking no. 14008999781. Disgusted
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Posted by Weedwhacked on 2013-09-10:
That's because those "guarantees" are gimmicks to get you to book with them.
Posted by Old Timer on 2013-09-11:
If you had called the Landmark Hotel direct you would have gotten an even better rate. Priceline, Hotwire, Travelocity, all of them are crooks!
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Great Travel
Posted by Mrssital on 08/14/2013
ARUBA -- Hello All,

I am writing to share my
recent wonderful experience on the Island of Aruba! I have had the pleasure of
visiting several Islands in the past but I must say Aruba topped them all. From
my departure from the plane on the Island straight through to my return trip, it
was none stop pleasure. All of the people in Aruba were so friendly, welcoming
and pleasant. They helped me navigate my travels, escorted my family to tourist
sites and referred me to the most beautiful beach I have ever been to in my
life, Baby Beach!! Oh what a wonderful place. The water is beautiful, the
atmosphere is lovely and you can enjoy the water even if you can’t swim and it's
safe for children. And to top it off you can get a great meal while your there.
I urge all visitors to stop into the Big Mama Grill. The food is superb, the
décor of the restaurant is beautiful, the staff is courteous and the prices are
reasonable. As New Yorker I am a burger eater and often visit the Famous
Jimbo’s for a Burger but after having Big Mamma Grill’s Hamburger deluxe
Jimbo’s will never taste the same. In fact the food was so good I had to go
back a second day and try the seafood platter, and it was absolutely delicious.
The decor of the restaurant is that of the Flintstone era. They provide the most
comfortable inside or outside settings to enjoy your meal. Big Mamma Grill was
just delightful and delicious. So for all travelers looking for a place to take your
next vacation I highly recommend the Island of Aruba! And make sure while
there you visit Baby Beach for a day of relaxation on a beautiful beach and
afterwards make sure to stop into Big Momma’s Grill for a delicious meal in a
lovely comfortable Flintstone setting I promise you won’t be disappointed.

Mr and Mrs. Kenton & Melin Chandler 

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The Worst Consumer Service and Hotel. Thank You for the Worst Vacation on the First Day
Posted by Angrytom on 07/27/2013
I asked a month ago for a different hotel and Priceline refused to work with me.
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Be Wary Of Hotel.com
Posted by D93420t on 03/09/2013
WEB SITE -- Hotel.com does not support its 'refundable' claims in the web site based hotel reservations. When I needed to change the arrival date, even though I was making the change 6 months prior to the reservation date, I was charged night's hotel fee. I called hotel.com about this, and after spending an hour and a half on the phone and talking to 3 different people, I was not able to get the problem fixed.

I won't use this web site again and recommend to others not to use the site.
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Posted by BobSF on 2013-03-09:
This is a reason to book direct with the hotel. In my experience I have never found a 3rd party vendor that was cheaper than using a hotel's website directly. I have not used 'name your own price' though. Many hotels say you can cancel up to 4pm on the day you are to arrive with NO fees. Others may want up to 3 days notice for no fee cancellation. I've never heard of one that will not change a reservation that far in advance with no fees. Thanks for the review.
Posted by trmn8r on 2013-03-09:
This is not under hotels.com's control, according to their policy.

The hotels.com website says they do not charge for changes or cancellations. The terms for these are dictated by the hotel, so they are unique to your reservation and available to see when booking and are contained in your confirmation email.

When you book directly, most hotels will have 24 hours notice or longer if you reserve multiple nights. My guess is some hotels that agree to work with hotels.com set more stringent rules. If you look at it from the perspective that you are booking an "unwanted" room, you can almost convince yourself that that the hotel feels justified.

Just one more reason to avoid third party agencies.
Posted by Old Timer on 2013-03-09:
"I won't use this web site again and recommend to others not to use the site."

Perfect advice.
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