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Terrible refund policies!!!
StarEmpty StarEmpty StarEmpty StarEmpty StarBy -
Rating: 1/51

Today I wanted to make a reservation for my partner and I to go to Newport in August. I was happy to find a really cute Inn via Hotels.com. Earlier today I was also looking for accommodations for Maine in July. So guess what? When I booked my Newport reservation I wrote down the wrong date (I put the July date instead of the August date). I noticed my mistake when I got the confirmation email. I went online to change it and realized I could not change the date online. So I called the Hotels.com customer service line. I explained what had happened. They tried to change my reservation to the correct date but the hotel was full, so I asked to cancel the reservation, and because it was LITERALLY WITHIN 10 MINUTES OF ME MAKING THE RESERVATION TO BEGIN WITH I asked for them to please wave the $50 fee for the cancellation...and they said no. The customer service representative was really polite and said she advocated for me, but unfortunately Hotels.com was not willing to be flexible. And so, now I have $50 less and no hotel reservation, and Hotels.com lost a customer for life!

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Hotels.com Horrible Customer Service
StarEmpty StarEmpty StarEmpty StarEmpty StarBy -
Rating: 1/51

Absolutely beware Hotels.com. We had fairly good experiences with Hotels.com over the years, but our current experience has killed our loyalty. Using Hotels.com, I had booked a hotel at a wonderful rate and applied my free rewards night. All seemed good, until I received a cancellation confirmation, although I had not canceled the reservation. When I tried to log in to my Hotels.com account, my username and passwords were not recognized. My account had been hacked and my reservation canceled, evidentlly by someone attempting to steal my free rewards night. I've called Hotels.com 7 times over the last week. Each time, I must explain the situation repeatedly to a confused customer service person.

Each time, they promise the research team will phone me within 3 hours, but no one calls. Hotels.com refused to reinstate the reservation at the original rate. Each time I call Hotels.com, they show the hacker's email on my account, despite my repeatedly providing my original, correct email address. At this point, I've lost my great hotel rate and had to book on airbnb for a much higher, noncancellable rate. I'm hoping to at least retrieve my free rewards night. However, I won't be booking our upcoming Italy vacation through Hotels.com, or ever again, unless they pull out all the stops and somehow compensate me for this experience. Based on recent experience, I don't expect that to happen. This is not the way to treat a loyal customer.

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Bait and Switch - Buyer Beware
StarEmpty StarEmpty StarEmpty StarEmpty StarBy -
Rating: 1/51

LAS VEGAS, NEVADA -- Reserved upgraded room 3 months in advance of trip and prepaid - received Hotel.com “hotel reservation is guaranteed”. At check in room upgrade paid in full was sold out - solution by Hotel.com was to accept downgrade and 4 adults to share king bed! 100 credit to next booking - this solution given after 3 hours on the phone with Hotel.com. Our trip was for an event and reservation 1k for 4 nights. In checking hotel reservation rooms remained available as were with other 3rd party resellers - We ended up getting a second room through another carrier at 800 for 4 nights - I'm going to BBB and spreading the word - Bait and switch here. Buyer beware - don't risk it.

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Rewards Program
StarEmpty StarEmpty StarEmpty StarEmpty StarBy -
Rating: 1/51

Hotels.com will not credit your rewards points if you do not have the confirmation sent to the same email address every time you book. Recently made a reservation and had the confirmation sent to my wife's email as we were on the road and I do not have a smart phone to receive emails. After contacting customer service they refused to credit my rewards points for 2 nights even though it was booked under my membership number. What a scam! I will no longer use their service. In the future I will book directly with the hotel as AAA and AARP discounts are usually the same rates as Hotels.com.

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Hotels.com took my money for a canceled flight and still havn't got it back!@
StarEmpty StarEmpty StarEmpty StarEmpty StarBy -
Rating: 1/51

Booked a flight through Hotels.com, the airline canceled it the next day so last minute I booked directly with the airlines, thank God there was still a flight available. The problem is Hotels.com already charged my card and took my money. Spent over 3 hours on the phone trying to get a refund to be told it will take 8-12 weeks to get my money back, that the airlines has to send it, even tho my card says it was paid to Hotels.com. Asked for a supervisor or someone who could explain this a little better why it's going to take so long and there was not one available. I called the airline and found out the reason they canceled it was because they hadn't received funds for the flight. I called them back and told them and they said it doesn't matter because it's their policy. So in the mean time, I've had to pay for the same flight 2 times, and until they decide to refund the money I'll be paying interest on charges for a flight that was canceled. I WILL NEVER USE THEM AGAIN!!!!!!

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Rewards Program
StarEmpty StarEmpty StarEmpty StarEmpty StarBy -
Rating: 1/51

I recently found that someone hacked my Hotel.com account. When I logged in I received a welcome,"Hi Vicky". I also noticed that Vicky used one of my free nights. The customer service representative listened to my issues, and indicated that someone will call me in one hour. Three hours later still no phone call, so I called again. He said he was going to transfer me to someone that could immediately assist me. He lost me on the transfer. Two more times, again lost me on the transfers.

I finally found someone to talk to, but his direction was first that I must have authorized it. Then he said that he had corrected the free night which they had not. The third discussion was their computers do not make mistakes. And finally, someone will e-mail an official response in 5 to 6 hours. It is more than 24 hours later and no response.

In all fairness the site was OK when everything is working, but if you have a problem you get to really see the quality of their customer service. However, I signed up with another hotel reward program that we use the most, and I not only earn rewards faster; I booked my rooms for $6 cheaper than the best Hotels.com price. Look for better alternatives, they are out there.

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Refund
StarEmpty StarEmpty StarEmpty StarEmpty StarBy -
Rating: 1/51

MISSOURI -- I booked a hotel in Rolla, MO and it was the nastiest hotel you've ever seen in your life. There was dirt falling off the shower walls, hair on the bed as soon as we walked in so it clearly wasn't any of ours and it looked like someone spilled mac and cheese and left it on the carpet. Not including there was still food in the fridge from the previous guests and supposedly their whole place was a non-smoking establishment but it reeked of smoke.

So we clearly didn't want to stay there and I called Hotels.com to cancel my booking because I had paid before we got there and they gave me a voucher... A voucher that you can't combine with any other offer or discount. Doesn't make sense when I've already paid this money beforehand. But since I had a bad experience and have to use this money through them I can't get any discounts making it even worse. When I called to talk to someone about it they were no help and just kept putting me on hold. They also refuse to put the money back on my card or write me a check for it. If it was possible to rate this company negatively I would.

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Bogus Hotel Reservation!!!!
StarEmpty StarEmpty StarEmpty StarEmpty StarBy -
Rating: 1/51

MARYLAND -- HOTELS.COM should be ashamed for treating their customers this way!!! You guys are responsible for every hotel you have in your portfolio, especially the fact that you charged my credit card and provided me with the provisions of a guaranteed and all paid for hotel stay and then having the Beijing Jing An Airport Business Hotel inform me that I have to pay a walk up fee of $60 since I don't have a reservation.

In fact, 4 days before my stay there your company sent me an e-mail confirming my guaranteed and all paid for stay and providing detailed hotel information. What makes the matter really sad on your part is that some of the previous guests of this hotel had in their reviews pointed at the same predatory behaviour of this hotel and HOTELS.COM continued to list this hotel in good standing.

To add insult to injury, subsequent to spending a whole day at the Beijing Airport before my departure flight, I requested my money back and you continued to resist giving me a refund. Your company is not honorable and I will never do business with you in the future and will advise my business associates, friends and family to also avoid your company.

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Loss of Free Room on Their Rewards Program
StarEmpty StarEmpty StarEmpty StarEmpty StarBy -
Rating: 1/51

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.

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Hotels.com Is Unethical
StarEmpty StarEmpty StarEmpty StarEmpty StarBy -
Rating: 1/51

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).

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Hotels.com Rating:
Star Empty star Empty star Empty star Empty star
1.0 out of 5, based on 61 ratings and
120 reviews & complaints.
Contact Information:
Hotels.com
10440 N. Central Expwy., Ste. 400
Dallas, TX 75231
800-964-6835 (ph)
214-361-7299 (fax)
www.hotels.com
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