I signed up for the Welcome Rewards plan in February. I had reservations for 7 nights, which would leave me with three more necessary to get ten, then one night free.
1 Replies - Latest reply on 05/27/2009Add reply
When I tried to log-on to hotels.com to make a reservation, I could not. My e-mail address was not recognized, although I had gotten e-mails from them to this address! Endless telephone calls and e-mails later, they tell me I really booked through Expedia.com. Well, my points were not there, either.
I wrote two real letters to hotels.com and Expedia.com, with copies of my e-mails. I get the same reply from hotels.com, and my letter to Expedia was returned in the mail.
Do not believe them! You will get no reward from booking through their sites!
Totally messed up weekend
SAN FRANCISCO, CALIFORNIA -- Hotels.com failed to deliver a reservation to Best Western Civic Center in SF. When I tried to check in, they had no reservation. After calling customer service, I waited on hold for the majority of a ... read full review3 Replies - Latest reply on 01/15/2014
FRANKLIN, TENNESSEE -- I searched for the Official Hyatt website, when it came up I booked a room, but even though the site I clicked on read hyatt.com, it actually led me to hotels.com, unfortunately I didn't notice until I had completed my reservation. I immediately found the official Hyatt site, checked the rates and discovered that it was 10 bucks cheaper. I immediately sent an E-mail to hotels.com to get my "Price Match Guarantee", boy, that's a joke! I heard nothing from them, so I tried the 800 number, was on hold for about 10 minutes, then some dude came on and bumbled something (he sounded stoned), then cut me off. The hold music came back on, then a message came on saying that I couldn't hold any longer and cut me off!
2 Replies - Latest reply on 01/03/2009Add reply
I sent another E-mail, but never heard a word. I stayed at the Hyatt, checked out and 2 days later I get an E-mail saying that they couldn't match the price after the stay...Total BS! [snip]
SAN ANTONIO, TEXAS -- We reserved a hotel in San Antonio via hotels. com. The site lost/never submitted our reservation to the hotel however which left us without a room at the last minute. It was Memorial Day Weekend and every hotel in the city seemed to be booked. My husband spent 3 hours on the phone with "customer service" who finally found us another more expensive room without the fold out couch our original room had to accommodate our family of six.
1 Replies - Latest reply on 05/29/2013Add reply
They were very rude to him and unhelpful on the phone. For our trouble, they were going to credit us a whopping $25 which they didn't. We will never book through them again. I only gave them one star because there is no option to give zero stars.
Booked 3 nights in London Hotels.com. After booking, I found a cheaper rate by 30%. I wrote to them and they first told me that I had a different room type. I showed them again the printout showing it was the same room type and same dates and same reservation type. After about 5 emails back and forth they came back with an excuse that if the price is over 20% different, then they do not honor the price match AT ALL. They didn't even match up to 20%. I normally used their site to book at least one hotel room per week and now I will not use them any further.3 Replies - Latest reply on 08/22/2012Add reply
I have used this service with the following problems:
* The company used to illegally charge more for tax, arbitrarily "rounding up" to the next dollar on taxes for each day. For example, if the daily ... read full review
DALLAS, TEXAS -- This is My story:
Earlier this month, I was under the impression that I had mistakenly booked only one room in Boston; I need 2 rooms for 2 nights. I called customer care and explained that I absolutely ... read full review12 Replies - Latest reply on 05/01/2013
Inflexible and Poor Customer Service
UNSURE -- While booking our reservation and trying to use a promo code (rebates12 for $30 rebate off 5 night stay), the online screens were very confusing and it wasn't apparent where to put the promo code until ... read full review
Heads Up to whomever reads this. On family day in February 2011 I booked a room in Buffalo NY for 1 night. On the website I received a confirmation number and a note that said ' no need to call the hotel, your room is booked and confirmed with this number'. After a nice day in Buffalo we headed to our hotel. The manager informed me she got the booking in the morning when I booked, but was completely sold out from the day before. She couldn't understand how HOTELS. COM could book a hotel that was already totally sold out. She called them herself to inquire and found no help with their customer service. Then I walked in and took over speaking to the representative He wanted us to pay more for another room in another hotel. I said I just wanted what I had already booked and paid for and had a confirmation number for! After a very rude representative took over we found they had charged our Visa a second time for the same hotel room. 3 months later I haven't heard any resolution to this even though they sent my complaint to the 'next level'1 Replies - Latest reply on 05/09/2011Add reply