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 have booked a hotel room through Hotels.com in May 2015 at HK$1070. I have chosen HK$ as currency and pay with Visa card through Hotels.com website. After I returned from trip, Visa card charges me US$1070. I called Hotels.com over 10 times and no one could help and return the overcharged fee. I provided captured screens as proof, but still not accept. Hotels.com claimed: In June 2015, they could try to refund US$1070 - HK$1070 with coupon. In Oct 2015, they only offer US$100 coupon. No further followups and feedbacks from Hotels.com. I won't use Hotels.com again, ever.
I made a reservation... booked a room (honeymoon btw)... and able to do this without leaving a deposit but agreeing to pay a higher rate. We called the hotel to set up transportation. Found out they canceled the reservation since they could not run the card for a deposit. That's their policy. Sadly, no rooms were available by then. Hotels.com promises something they can't deliver. Customer service was useless and took no responsibility. NEVER USE THEM!!!!!!!!
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!
I booked a room with Hotels.com based on the free cancellation policy. Hotels.com immediately charged me for the whole 23 days without previous notification 20 days before my arrival to the hotel. Due to changes in my plans I had to cancel my reservation. After tedious efforts, I was finally able to cancel my reservation and received a message that I would be reimbursed within 30 business days. This means that Hotels.com will be sitting on my money for approximately 50 days.
Imagine they do this with at least 1000 people per month at the rate of 1000 dollars per person! What a fantastic business! They are permanently sitting on millions of dollars while you have no say and no mean to get back your money. I tried to complain but of course didn't receive any answer.
TEXAS -- I booked a hotel and received my confirmation. A short while later Hotels.com asks me to contact them. When I call the number they inform me that their had been a miscommunication and the hotel I wanted was booked. The reservationist then tries to find another hotel and twice she said the hotel she was trying to book for me was filled while we were on the phone. Finally she found an opening at the Marina Inn at Grande Dunes in Myrtle Beach, SC. The cost was an additional $60.
The representative told me that because of all the trouble they were issuing me a $100 credit good towards my next booking. There was nothing I needed to do everything would be associated to my email address. Today, I attempt to book and use my $100 credit and after being on hold for twenty minutes, and being told several times they are confirming that the hotel can accept the voucher, they then tell me they cannot help me and they will transfer me to customer service. They then cannot transfer me but give me the 800 number to call.
I reach the agent at customer service who then tells me there is no record of my canceled booking. I tell her that cannot be right, what about phone records, the email that was sent to me, the person I spoke to last week, all of that cannot be random. "I am sorry, is there anything else I can help you with before I let you go?" Wow, really, that's it, you are an international travel site and you have not records of email or phone calls?!? They're worse customer service! Broken promises. Luckily there are other options and I have and will continue to use them instead of Hotels.com.
ATLANTA, GEORGIA -- I was online booking a room at the Sheraton for my son's trip to Atlanta. I called the customer service no. on the screen to ask if the Sheraton gave a discount with AAA. A very pleasant Hotels.com representative told me no as the room was already discounted (it wasn't but I let that go). She further said that b/c of the Valentine Day w/e, there was only one room left and she could secure it for me. I was under the understanding that we could reschedule/cancel 48 hours prior.
After some back and forth with my son, we booked the room for 3 nights. I then called back the next day that my son's team had a schedule change and only needed 2 nights. I was then informed the 48 hour cancellation was for the other hotel offered, and b/c of the Sheraton's strict terms and conditions, they could not refund the third night, but I could try the Sheraton...
I called the Sheraton to deal with them directly and they referred me back to hotel.com as it was booked via a third party. I explained again the situation to the hotel.com supervisor, particularly that my son, a college kid, was paying for this room and we were calling well in advance... but it fell on deaf ears. I will never use Hotels.com again nor the Sheraton for that matter. The customer always gets the short end of the stick, especially where these terms and conditions/fine print are concerned. Lesson learned.
Hotels.com offer a "BEST PRICE GUARANTEE", which in my opinion isn't worth the paper they wrote it on. I made a reservation for a Hotel in Central Florida and Hotels.com charged me $70.79 plus an additional $1.00 service fee. When I got to the hotel, I was informed that the room was supposed to be $47.16, including all taxes, a difference of $24.63, just about 50% less than what Hotels.com charged me.
It is understood they have to make money however charging over 50% for booking a room is in my opinion a rip-off. I contacted Hotels.com and received an email from "**" no last name and not sure if ** is the correct name for whoever answered my concern. Either way, from now on neither I or any one in my company will be using Hotels.com. BTW, I checked online at various websites and got rates between $49.50 and $55.00 for the same hotel.