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 ** (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 ** 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.
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.
SYDNEY, WYOMING -- I never use this website again. I booked a hotel through this website as part of my trip to Europe and along with at least 10 other hotels that I booked using Expedia and Agoda. For this one night booking they asked me for my passport and credit card copy to be sent to them!!!
I called them twice to cancel the whole thing as the only reason I book things online is to avoid all these silly paperwork and I booked the same hotel for slightly higher price through Expedia and asked for a price match instead. But good heavens, talking to the support call center I could not understand a word they say and they were the least helpful. Fortunately, this was a good lesson for me not to ever use this website again.
Tried to book online - had problem. Website sucks!!!! Had to call. Big mistake. Now have two reservations, same day two hotels. Asked not to charge debit card - low on funds - will pay cash on arrival. Called twice to confirm this, told ok to pay cash - card won't be charged. Wrong debit card charged. Bounced payment $37.00 NCF charge. Called to try to resolve - hung up on, play games to not refund overcharge, give voucher for NCF fee. Will use voucher to get money due but will never book with Hotel.com again.
All other take warning: do not use this service!!! Use to find rate then call hotel and negotiate deal yourself!!! Deal directly with hotel. Look up hotel phone number!!! Phone number listed on hotel.com website is not the hotel's number!!! You have to look up the correct phone number to speak with hotel!!!!
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 online booking--whatever it cost them!
ARUBA -- 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.
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.. ** 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.
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. Disgusted.
WEST CHESTER, OHIO -- I too made the mistake of booking with Hotel.com. First, we found a room at what we thought was a good price and a free night. When we got our receipt we noticed they raised the price per night by $24.00 then they applied the hidden fees. Turns out their hidden taxes and fees are about double the other companies providing the same service. What hotel.com specializes in is lies and deception. A week later we discovered our mistake concerning the dates. We tried to change the reservation, which is still 3 months out.
Next, hotel.com told us the HOTEL required a cancellation fee of two nights. The reservation was for 5 nights so the cancellation fee should be less than half. Not with these folks. Next we tried to confirm the correct dates. Now hotel.com wanted to charge the full price with no incentives.
We went to Travelocity.com and booked the SAME hotel for the SAME dates with incentives and lower prices. With Travelocity.com there would not be a hidden for changes or cancellation unless it fell within 2 weeks before the date. So when hotel.com said it was hotel policy to charge the excessive fee and other companies booking with the SAME hotel have no fees then we must conclude that the folks at hotel.com are liars.
In conclusion we learned that hotel.com tries to cheat the customer during the initial reservation. Hotel.com lies about so called hotel policies in order the cheat the customer even more. Hotel.com then uses fuzzy math to cheat the customer out of more money if there is a change. Do yourself a favor and stay away from these folks.
RAPID CITY, SOUTH DAKOTA -- The Alex Johnson was chosen because it was an interesting place and an Ascend Choice hotel, we are Choice members. We had booked 4 nights as Rapid City was home base for vacation. After checking in, no bell man, and you have to park a city block away on top floor of parking garage, no cover and no elevator. We decided to cancelled 1 of our days, to leave early. The staff was great and allowed us to check in early. After unpacking we set the antique ac unit on cold and left to sight see. When we returned to room our suite was still hot. We called the desk and finally a maintenance man appeared to clean the ac.
Long story short when we decided to leave the GM appears and after several attempts to find a room with working ac we were given new rooms. My 15 yr old son loved getting his own room, instead of being in the 2 room suite we originally booked. This was week 2 of our vacation, with several stops all but one a Choice Hotel. So in the future we will book the Choice hotels with the great rates and services and not the high priced ones ($139 a night - booked months in advance with choice discount.)
Sun. 23.2009, I've spoken to reps ** Supervisor **, representative **, **, Supervisor **, and the 2 booking reps that gave me incorrect information about the hotel in the booking process. Mon 8. 24. 2009 reps **, supervisor **. Phone has hung on on me 5 times during this process and it is virtually impossible to get a supervisor or any competent agent to handle the matter at hand.
Matter at hand - I booked a hotel where I was told the room was a special suite with a fireplace. When I arrived it was a king basic room. Upon calling down to the front desk, the clerk alerted me that no room in the entire hotel had a fireplace. I decided to leave, called back the same line. It was so easy to get through to take my money, and this is where the nightmare began. Above is a condensed version of the hell.
As a long standing customer, I am sending this note to put you on notice, that the "delights" of this experience will be going out to the masses in blog, form, and I hope no one ever has to deal with the type of treatment I went through.