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.
Booked a room for 2 persons at CDG (Paris) airport. A few hours later I found another website advertising room for 2 at the same hotel for $43.47 less. Filed a “Price Match” request on Hotels.com and send them all info requested. When I received a reply I was informed that my request was rejected because the lower price was for a different type of 2 person room. When I checked into the hotel I took a picture of room prices and sent it to Hotels.com. The price posted for a 2 person room was the lower price. The price I paid was for a family room. They have only one price for a 2 person room.
Don't know where Hotels.com came up with the story that I had booked a “different type” of 2 person room. Also they stated they couldn't verify the date for the advertised price: the dates were pictured on the photo and I told them to look at the time stamp of the photo. Still haven't heard back from them 2 weeks later. Lesson learned: Next time I will go directly to the hotel website and save some money. The price match guarantee offered by Hotels.com is a scam!
DALLAS, TEXAS -- Missed my connection in Philadelphia and booked a room at the airport Hilton on the Hotels.com website. I took the shuttle to the hotel only to discover that the hotel was overbooked. I called their customer support and spent a total of 50 minutes on my phone, mostly on hold, as they attempted to "relocate" me. Finally, they informed me all the hotels in the area were full. Finally, I was unable to get them to reversed credit card charges and was directed to talk to the hotel about it. What makes a missed flight worse? Using hotels.com. Should have just stayed overnight at the airport.
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.
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.
TUCUMCARI, NEW MEXICO -- We were two hrs. out from Tucumcari, NM March 8, '13. I went to their site on my smart phone. The listed price for LaQuita was $93 pre tax, but on the phone they quoted me $117 pre tax. I asked to speak with a supervisor. After much arguing, I was put on hold for over 17 minutes and then the phone representative finally hung up on me. The person I was speaking to was difficult to understand (speaking to someone in India?), argumentative and rude. I will never use Hotels.com again, due to the bait and switch. Ended up at the Hampton Inn in Tucumcari. Called them direct, great room paid less than quoted on Hotels.com.
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 venera.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.