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
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.
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.
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!
I used Hotels.com to book a hotel called Speco Hotel. I arrived and it was really called The Richmond Grand Magnuson Hotel which was under investigation by the State Attorney for fraud. I immediately checked out after arrival due to safety of hotel. Hotels.com would not refund my money they said I paid through hotel and would not refund it. I had always paid on Hotels.com for privacy and security, I am not sure how Hotels.com deceived me but apparently even if you choose pay now with Hotels.com you are paying at hotel after you read fine print on email confirmation.
I reported this to Hotels.com and they refuse to refund me my money and they still advertise hotel under incorrect name on their website. The true name of the hotel and reviews shows there was a recent shooting in lobby 3 months ago which can be googled and seen on channel 6 news. The phone didn't work, the elevator didn't work and they had a club attached where they were frisking all the customers. These were the only other customers staying at hotel.
I would give negative five star if there's an option! Do not use hotels.com ever! They gave us the wrong address of the Grand Canyon Inn hotel through email which caused us to drive extra 2 hours in the middle of nowhere at 8pm! And when I called them, the representative was so rude, he kept on telling me it is not their mistake and told me I contacted the wrong hotel.
He is the one who gave me the hotel's phone number and by calling the hotel I get the correct address, so I talked to their supervisor in which I did get some coupon but I did not receive the coupon within 72 hours like he promised! I had to talk to their customer service online again to get the coupon! Mad! Do not use hotel. Com. This site sucks!