I have used Hotels.com for many years and had earned a free room through their reward program. Unfortunately my son was injured in an automobile accident and paralyzed which made it impossible to travel for over a year. I am able to travel again and went on Hotels.com to book two rooms and also redeem my free one. Well I guess the rewards expire after a year. I understand the rules but emailed customer service to explain my extenuating circumstance and thought surely they would be able to add my free room back. No they will not.
I thought that maybe after the loyalty I have showed their company that maybe they could look at my account and see that I have done a lot of business with them and credit my reward back to me. I am very disappointed at the service I received and am happy to take my business elsewhere.
MIRA LOMA, CALIFORNIA -- I made a reservation for 2 nights at a hotel but then had to cancel the reservation. I made the cancellation in plenty of time and even received a confirmation of the cancellation but the hotel never received this information and charged me $284.95 as a no-show. After many, many phone calls, Hotels.com representative told me he would submit my concern to the "higher ups."
And here is the strange part, I had the confirmation of the cancellation in my email and it was open on my tablet while I was talking to the Hotels.com representative. I wasn't even touching my tablet when all of a sudden all correspondence regarding this reservation and the reservation cancellation disappeared. Nothing else, just those. I know this sounds wacky but it happened. I now have no proof of my correspondence with them (And yes, I have checked all through my email account in every category... they're gone).
We will never use Hotels.com again, and neither should anyone else! We booked a hotel through Hotels.com that did not have a check-in desk, so we needed to call to make arrangements to check-in. The hotel did not answer their phone or return any of my many messages for 3 days, so I contacted Hotels.com to cancel. I never got a response to the online instant messaging on Hotels.com.
I spent over 2 hours on the phone with them, being transferred around to 6 different agents/managers, I was hung up on twice, and they kept trying to charge me an 80$ cancellation fee! It's still not resolved. If they try to charge me, I'll have my credit card deny the charges, which is what I should have done from the start, if I had known how difficult this company would be.
DESTIN, FLORIDA -- Recently; I rented a beautiful 2 bedroom 2 bath spacious condo at Sundestin through Hotels.com. Once we arrived the unit was nothing like the pictures. After complaining the Resort said I needed to call Hotels.com because I did not call the hotel directly. Both Bathrooms were so small you had to stand in the shower prior to opening or closing the bathroom door. Also there was no washer and dryer in the unit like the website noted. After calling Hotels.com they said the Hotel was not picking up their phones so they could give me a 100 dollars. The cost for 3 nights were almost 1,200 dollars
POTOMAC, MARYLAND -- The story is a simple one... made a reservation, cancelled the reservation weeks before the deadline but... was charged for the 3 night stay anyway. Called Hotels.com again and this time spoke to Melvin and his supervisor. The supervisor began interrogating me.... Had I made the reservation? Did I have an email cancellation?...then after a few more hostile questions she says... "Oh do you mind if I ask you these questions? etc."
On a previous call this supervisor told me that this hotel didn't give refunds. Now the story has changed. They want screen shots of my credit card bill, more copies of the cancellation email they sent, and they want to see the cancellation policy printed on their email!
Seems like I have to do a bunch of work for their mistake. Their phone skills are horrendous. So, now is the time to contact some board members... The negative YELP reviews are abundant. Should I Go online and get the director of Customer Care for Hotels.com phone and email. I'm pretty sure they don't care at all about the average person's experience and the sloppy work at Hotels.com.
I made a reservation for 3 rooms at Baja, Mexico through Hotels.com. When I arrived at the hotel I was told that 2 of my rooms reserved had been cancelled by Hotels.com. After trying to get on the phone with them for an hour I was unable to so I had to pay for three additional rooms at the hotel. When I came back to the states I contacted them and told them my situation. They were really sorry for what had happened and told me I would be getting a refund for the full amount.
It has now been 2 months 3 days and about 10 phone calls to them averaging an hour on the phone. Still no refund. Managers can't refund the money and there appears to be no one capable to refund the money. They keep stating that the billing department will get back to me within 72 hrs. and like I said above it's been 2 months and no refund. To make things worse I've spoken to three managers and even they can't seem to get it right. This company is worthless and useless. I will not be using them anymore and will spread the word of their unprofessionalism.
DALLAS, TEXAS -- Was driving to VA beach - made a reservation but realized the hotel was too far away. We called and cancelled, automation said reservation was cancelled and if we needed further information please continue to hold for representative. I called and verified and it promptly told me that refunds take up to 4 days to be credited to account. 4 days go by and no refund was issued, I called Hotels.com and told me that we never called and have no records of it. Next they told me that the hotel refuses to give a refund... These people are crooks!!!
WEBSITE, NEW YORK -- I booked a hotel through Hotels.com website and paid with my credit card. The Hotels.com website accepted my payment and gave me my booking info. The hotel then told me (by email) that they did not accept Amex, and cancelled my booking. A month later, I get an Amex bill for a week's stay in this hotel. When I contact Hotels.com, they state that they gave my credit card info directly to the hotel (why then did I use their secured payment service?) and don't understand why this happened. They offered me a $100 coupon to use on their website, as an apology.
The coupon never worked to book anything on their website - constant error messages, currency cannot be used for this booking. I contacted them several times by email and they took weeks to answer, finally saying that they don't understand why their coupon doesn't work and to call them. I didn't bother to call, they are obviously giving me a run around and the coupon has now expired. Why book with an online booking company if they can't even do that! Awful, slow service. Completely unreliable. I have used their services for years and have even moved up to "silver member", but never again. AVOID using this website!
TULSA, OKLAHOMA -- I made reservations for 4 rooms through Hotels.com on 3/27/12 for our trip to the Caribbean July 2 through the 12, 2012. We were leaving from Tulsa International Airport so we decided to arrive to TUL the day before departure so we can explore the city. We booked our hotel rooms using the website and selected the Tulsa Airport East Hotel & Conference Center due to the proximity to the airport and based on the pictures displayed on the website.
To our surprise, on the day we arrived there, we come to find out that the hotel had changed ownership and names. It was now a Motel 6. We never received any information/messages/emails from Hotels.com to inform us of the changes. The hotel did not look anything like the pictures online and it was old, in disrepair, and dirty. We checked in the motel because we were tired and wanted to start our trip on a good note. However, as we entered the rooms assigned to us we noticed a very disgusting smell in the room. I approached the housekeeping attendants that were working the room next to ours and asked them to check the room.
The housekeeper walked into the room and said that the smell was mold and that there was nothing she could do about it. I went to the front desk and asked for another room... meantime our friends were settling down in their room. After getting another room I noticed that the A.C. unit was not working properly. We decided to go and eat and then come back and deal with that. At the time we came back to the hotel we notice that the A.C. system was not working in the hallways nor lobby. A myriad of small fans were brought in to circulate the air in the affected areas.
The hotel began to get hot and smell really bad. We thought to ourselves that we were just there for one night and we would stay and make the best of it. Around 5 pm we noticed the kind of people checking in the hotel: drug dealers, prostitutes, drifters, etc... We walk into the main hallway and noticed the smell of pot, cigarettes and what I know it was meth. There were drunk people stumbling in the hallway and very strange individuals rushings into some of the rooms with prostitutes. That was it for us!
We packed out belongings, called Hotels.com and told them what had occurred from the hotel ownership change, the physical state of the hotel, the non functioning A.C. system, and the people checking in. It was a very difficult call because that Hotels.com Customer Service calling center is somewhere overseas where English is not the first language. We could hardly understand the representative on the phone. After almost an hour on the phone we finally got Hotels.com to cancel all of our reservations (we were coming back to the USA on the night of the 11th of July and staying in the same hotel again) and requested a refund.
They canceled our reservations, sent us cancellation emails, and promised us a refund for all nights/rooms reserved. It has been almost a month and the refund has not been made!!! Every time I call nobody can tell me what is going on and the reservation & cancellation numbers they gave us are invalid. On our own we found a nice Holiday Inn Express a few miles away and decided to change hotels. We are very disappointed with Hotels.com and intend to never use their website again.
I had a bad experience with Hotels.com/Expedia (same company) over the 4th of July weekend. We were on a spontaneous road trip and hadn't booked any rooms in advance. After visiting Mt. Rushmore on July 3rd, we began looking for a room in town. Of course, all of the local hotels had jacked their rates up to ridiculous amounts, so I called Hotels.com and let them know that we'd be happy to drive as far as Deadwood, SD if they could locate a reasonably priced room there for us.
The man on the phone (he said his name was **, but if you've dealt with them before you know that anyone who answers a phone is on a different continent and probably makes up an "American sounding" name) said he had found us a room at at the Americinn at Cadillac Jack's Gaming Resort in Deadwood. The price was fair, so I asked him to book it and we started driving there. We arrived at the hotel less than an hour after the call to Hotels.com was made and were told that they had no reservation for us.
The woman working behind the front counter that night told me that not only did she not have a reservation for us in the system, but that nobody had even called to confirm a reservation in the last hour and that the place had been sold out for weeks. Apparently the confirmation number that they had emailed me was completely meaningless. They did make it a point to charge my credit card though... I called Hotels.com to find out what the problem was and after having to wait almost 10 minutes just to speak to a real person, I was placed on hold again so that the customer service agent could call the hotel.
I was standing at the front desk of the hotel during all of this because the woman working there was calling around to other hotels in the area to see if she could find a room for us. After being on hold for another five minutes, the phone at the hotel desk finally rang and it was the person from Hotels. She must have taken a break between the time she put me on hold and the time she actually made her call to the hotel.
The call lasted only a few seconds and then it was several more minutes before she came back on the line to tell me that the hotel was full and that they could either offer me a refund or try to locate another room in the area and apply the balance that they had already charged me towards it. I asked her to look into the latter which turned out to be a huge mistake because she put me on hold and never came back (I waited almost 30 minutes before hanging up). Fortunately, the woman at the front desk had found us a room at a hotel one town over in Leed, SD and we went on our way.
I hadn't budgeted for having to pay for two hotel rooms that night, so I was very relieved when the new charge cleared my credit card. I was very angry that Hotels.com could have just as easily left us stranded and sleeping in my vehicle that night without so much as even an insincere apology. I contacted Hotels.com a couple days after getting home from our trip to inquire about a refund. After waiting quite a while to speak to a person again, I was asked what the name was of the person working at the front desk that night so that they could speak to her and confirm that we were actually there.
Again, I was placed on hold for a ridiculous amount of time while the customer service person contacted the hotel. After that, she came back on the line to inform me that the person I named wasn't there when she called and that they had no record of me checking in. I had to explain to her a second time that we didn't check in because we didn't have a room to check in to and that was why I wanted a refund... She told me that she would need a manager's approval to give me a refund and placed me on hold for another 15 minutes or so.
When she came back on the line, she told me that I would be refunded the price of the room within 24 hours and thanked me for doing business with Hotels.com. Still no apology or any sort of offer to make it up to me. Before she could hang up, I asked her to please explain to me what had happened. The first thing she said was that it was my fault because we showed up to the hotel late... I told her that we were there before 10pm and less than an hour after they booked our room there. Then she told me that it was the hotel's fault for not informing them that they had no rooms...
I told her that they never even called to confirm my reservation, so the hotel was never given the opportunity to tell them that they had no rooms. Then she said that it was a "combination of those two" events/excuses and at that point I just let it go since it was clear that they weren't going to take any responsibility for what had happened. How's that for customer service?
I will never do business with Hotels.com/Expedia (same company) again and I hope that anyone who reads this will either find a different company to book their hotel rooms through or at the very least be extremely cautious when dealing with them. They may be able to save you a few dollars, but when it comes to hotel reservations, being confident that you will actually have a room when you show up is worth far more than anything they have to offer.