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.
I booked two hotel rooms in Flamingo, Las Vegas through Hotels.com for two nights. The confirmation says that reservation was paid in full including taxes and fees. After stay, my credit card was charged extra $80.64 ($18 plus tax per room per night) reserve fees. When I contacted Hotels.com (talked to **, the manager 11/14/13 at 9:21pm) he told me it is an additional fee. If this is the case, the info at the time of sales was misleading, which Hotel.com refuses to recognize. A consumer should be able to know the price of the service he/she is getting in advance, which does not happen with Hotels.com
My wife and I had booked a room in advance for a formal dinner. Hotels.com did not provided our hotel with our names and did not provided us with the hotel's reservation number. We only had Hotels.com reservation confirmation number which is not compatible with the hotels reservation system.
We called Hotels.com to straighten out our reservation. Hotels.com needed to fax the hotel in order for us to check in. This took an unbelievable amount of time and caused to be too late for the dinner and security would not let us in the dinner until the keynote speaker had finished and left the building. I found to be incompetent, unprofessional and most of all uncaring for the customer.
(877) 903-0071 -- I made a reservation for the following weekend for two rooms at 9pm on 9/12. I read the notice that I could cancel the reservation until 9/13. An unexpected change occurred on 9/13, and I needed to cancel these two rooms. When I went to cancel the reservation, I learned that the only time on 9/13 that I could have canceled the reservation, without paying full cost, was at midnight on 9/13, and not one minute later. It is a deceptive practice, to tell people they can cancel on a given date, then only allow a window of one minute to cancel without penalty. I canceled the reservation and will report this practice to my state's Attorney General's office.
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.
LONDON -- In September 2011 I tried to book a hotel in Paris. Using Hotels.com I got to the final stage of a booking (name, address, email address, credit card numbered entered and check for terms and conditions) but when I clicked confirm nothing happened, my browser just kept waiting for the site to respond (I tested the Internet connection for another site, which was OK). I left my booking waiting for around 15 minutes but nothing happened. I did not receive any confirmation email.
I was concerned about this because I had got to the final stage of the booking and had provided my credit card details. The next day I telephoned Hotels.com to find out the status of my booking and I was told by the agent that it had not gone through. She apologized to me and she even persisted to try to find me another hotel, which I declined. I found and booked directly with another hotel and enjoyed a wonderful autumn weekend in Paris.
At the end of the month I received my credit card bill and noticed that I had been charged by the hotel that I had originally tried to book through Hotels.com (not only for one room as I had originally requested but for two rooms!). I contacted the hotel and was told that they had received a booking from venere.com, which I requested a copy of. Sure enough, there were clearly two bookings made for two nights each in my name from venere.com and the hotel had charged me the full price because I did not show up and did not cancel the reservation.
I was a bit confused at first because I had made the booking through Hotels.com, but I discovered that venere.com is owned by Hotels.com (which in turn is owned by Expedia group). Because I was dealing with one of the biggest online booking sites, I thought that this would not be too difficult to fix, but that has not been the case. First of all they could not find my booking, then the booking mysteriously appeared and they tried to get me to take this up with the hotel (who have not done anything wrong).
Then they admitted a faulty system and directed me to head office in America (via a fax number) where I have been practically ignored (I did receive one message four weeks ago telling me they were dealing with this and it would be completed in 72 hours. At least this confirmed I had the correct fax number!). Each of these steps involved dozens of phone calls and emails and has taken almost six months with considerable persistence and patience. I continue to email, call and fax but keep going around in circles.
The reason why I am writing to you is to share my story with you and ask if you have any advice for me to get this resolved? Hotels.com have displayed incompetence with their booking system and their customer service. Although this is not a huge amount of money (320 Euros) I am angry at how poor their booking system and customer service is. I feel I should fight this not just for my sake but for other potential victims of their booking system problems.
BELTON, TX. -- I've used these guys in the past several times, last year, I was charged twice for a room, my bank helped me out with that. Then this past weekend I stayed at a Rodeway Inn in San Antonio, the room was $54 on their site, and I made the purchase over the phone because I was having trouble with my connection, with tax and all it was $69.19, which was taken from my credit card. On the way home, my bank is in a Walmart, so they are open on Sundays, being curious I asked if my transaction with Hotels.com had gone through, and they over charged me $81.12 so about $11.99.
I called to straighten it out, was disconnected twice, put on hold for twenty minutes each time. They tried to tell me that the price of the room was $69 something and tax, and I said, "look not told that by your operator, and bottom line is, when I was told the price would be $69.13 with taxes and everything, then that is what I agreed and authorized." Surely they have no right to steal, which is what they are doing, taking more money than the customer agreed to, or at least inform you that the room was another price. I was not informed from the hotel clerk, and wouldn't had found this out if I didn't ask my bank.
When I argued with these two operators, trying to blame me for their mistake, I asked to speak to their supervisor, put hold another 15 minutes or so. He offered me a voucher for $30 to use the next time I used them, which I feel like, I wasn't treated decent enough for them to expect any more of my business. The supervisor, told me his name was **, he would not give me his last name, or ID number so that I could talk to his supervisor or the CEO of the company. He gave me his last initial O, if that was really it, or even if his name was really **.
Bottom line here is, if they have your credit card information, address and all of that, shouldn't the customer have the right to know who they are talking to, especially when they seem to be lying. When he offered the voucher for $30, I told him I'd rather have my money put back in the bank, all $11.99 of it. He told me they didn't have the money to do that. NOW THAT'S A LIE, but they offer me a $30 voucher. My thoughts is this, either these operators are ripping customers off and putting the money in their pockets, and using the vouchers as (let the company pay for it attitude) or the company is telling these guys to do it, to put money in their pockets....
Whatever it is... it's dishonest, and it's stealing... And I think a class action lawsuit should be filed, actually they should be put out of business. I've used these guys about 15 to 20 times through the years, and as long as they respect my privacy, and my bank account information, and not try to cheat me out of my money, I was fine with them. But until I talk to a CEO and get this straightened out, that voucher don't mean... to me. I want my money, or decent compensation for my time and trouble.