Hotel.com

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1.5 out of 5, based on 18 ratings and
22 reviews & complaints.

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A Freak Out Booking Experience
Posted by on
Rating: 4/51
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 awhile), 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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Great Travel
Posted by on
Rating: 5/51
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.

Sincerely,
Mr and Mrs. Kenton & Melin Chandler 
     
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Wedding Rip off!!
Posted by on
Rating: 1/51
GALVESTON, TEXAS -- To whom it may concern:
 
I recently had the misfortune to stay at the Hotel Galvez along with family and guests who were attending my daughter’s wedding. 
 
We pre-paid for rooms in January 2012 with a contract calling for 10 ocean front rooms all on the 5thfloor.  When it came time to check in, rooms were scattered over two floors with only one ocean view room.  We were informed by two of our guests that they were charged $515 for a room that we had already paid for.  Those guests were put into a financial situation because the Hotel Galvez completely mismanaged my reservations.  Two rooms for our guests had no air conditioning and we were told by maintenance that the hotel had 200 rooms without AC.
 
The Honeymoon Suite, again at over $500 a night, had a tub that didn’t drain, and when the issue was called in to the front desk I was hung up on and the problem wasn’t solved.
 
For our daughter’s reception we purchased the four hour ‘Gold Package’.  Our food came covering both ends of the spectrum, either under cooked and bloody or shoe leather dry.  Of the 5 chicken dinners ordered only 2 arrived and that was twenty minutes after everyone else had been served. The children were lucky to share those, I suppose?
 
We were under the impression that this would ensure that the reception would not run out of basics such as bottled beer.  My guests were then served beer from the bar in cans… which they then found out from security, was not allowed on the premises.  Some of my guests were rudely told to leave the premises because they held canned beer served by hotel staff.  
 
While a guest at the Hotel Galvez, I was tending to so many issues related to rooms and catering I didn’t have time to have photos taken with my daughter.  
 
Since I cannot find resolution from the Hotel Galvez directly, I’ll take my issue to social media in hopes that someone other than the disinterested hotel manager reaches out to help sort out these issues.  Since the Hotel Galvez thinks that Facebook is the wrong place to air this issue I feel is in my best interest to inform as many people as possible in an effort to save others from having their special days ruined.
 
While I can and do understand that not every event will go flawlessly, I cannot accept that so many things were wrong with our event and that between issues with security, catering, the front desk and post event, hotel management, I will continue to spread the word that the Hotel Galvez of the Wyndham chain leaves guests with empty wallets and hollow promises once the contracts have been signed.
 
 Richard Oakes
[snip] 
 
     
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User Replies:
Anonymous on 2012-04-24:
The reason so many of these places get away with the things they do, is because no one usually does anything about it. I hope you follow through, and also return to keep us updated. Good review.
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Be Warned--They Won't Honor Your Contract!
Posted by on
Rating: 1/51
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 on
Rating: 1/51
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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Do Not Use
Posted by on
Rating: 1/51
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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Highly Overpriced, Useless Price Guarantee.
Posted by on
Rating: 1/51
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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User Replies:
Weedwhacked on 2013-09-10:
That's because those "guarantees" are gimmicks to get you to book with them.
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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Beware Hotel.com
Posted by on
Rating: 1/51
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 do 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.
     
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Complaint
Posted by on
Rating: 1/51
I booked a hotel with Hotel-rates.com. The agent suggested a hotel in my price range. I asked him if when I get there and I'm not satisfy with the hotel, can I be re-booked at another hotel. He responded yes.

Well, I didn't like how the hotel looked and called to be re-booked and was told that cannot happen. I asked to be refunded and was told that a call review had to be done to check if there was any agent error. I was sent an email saying there was no agent error therefore, I cannot be refunded. I called back and was told that I cannot be transferred to that department. In the course of the conversation, the agent hanged up on me. I called back a week later, since the issue wasn't resolved and got the same run around. It's been almost a month and the issue still not resolved.

I will never use this service again!
     
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User Replies:
At Your Service on 2013-01-05:
With respect, it sounds as if it may have been resolved just not to your liking.

Did you end up staying at this hotel or did you go somewhere else?
BigAl on 2013-01-05:
Mistakes like this happen all the time. The consumer hears an answer to their question and assumes things in the answer that is not there. Let me give you an example. Suppose I buy a new car and I ask the salesman if I can bring it back in 30 days and get a different car if I find that I do not like the car I am purchasing. The salesman can truthfully say yes you can. I "assume" that I will get full credit for all monies I paid for the car I am returning. That was never told to me. All I was told was that I could bring the car back. The salesman would handle it like any other sale involving a trade-in. Your situation is the same. You asked if you could rebook if you were not satisfied. Yes, you can rebook, but you still must pay for the original booking. Consumers should not take anything for granted in an answer to a question. Ask the proper questions to satisfy yourself so that this does not happen to you in the future.
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Beware
Posted by on
Rating: 2/51
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 nites 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 nite - booked months in advance with choice discount)


     
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User Replies:
Alain on 2012-07-06:
The Hotel Alex Johnson, built in 1928, garnered some publicity when it was featured on the Ghost Hunter's TV show in 2011. While I'm not sure about the ghosts, I did notice extensive renovations in progress shown in the show. I'm guessing that the work is still in progress. It's probably a fun historic dwelling if you want to accept some of the drawbacks of an older building.
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