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I will NEVER use Hotels.com again
Posted by on
We searched the Internet for hotels for a recent trip, called the number on their website thinking we were talking to someone at the property. We were actually booking the room through Hotels.com. We booked one night for 12/28 and our credit card was charged immediately. We were told we had to cancel by midnight 12/26 to avoid any penalties. After further checking, we learned the hotel we had booked had terrible reviews including bedbugs. We called to cancel on 12/26 and were told we were beyond the cancellation period. They said they would cancel the room, but we would be charged the full amount. They claimed there was a 48 hour cancellation period and it needed to be cancelled by the 25th! I called every day trying to resolve the issue and get the charges reversed. The best they would offer was a voucher for a future stay, but they wouldn't reverse the charges. On 12/27 I spoke to someone who finally said I needed to talk to the hotel manager and he gave me a different number to call. This was the first time I realized we weren't even talking to the hotel! The person at the hotel desk gave me the manager's name and said I would have to call back the next day. I was not able to connect with the manager, but on Tuesday evening I received a call from the hotel wondering why we had not checked in! Hotels.com had never cancelled the reservation! I explained to the hotel that we had cancelled the room on Sunday the 26th and she said if they had been contacted, we would not have been charged. She said I would have to take it up with Hotels.com. I called them again on the 28th and was told they would have to talk to the hotel. Obviously, when they did they were told we were a no-show. I was told to call back after 2, so that they could speak with the hotel manager. I called back after 2 and spoke to Mar at Hotels.com. I had to retell my story AGAIN. This time he tells me that there is no record of our call on Sunday cancelling the room. He was lying! I told him the previous agent had confirmed that she could see that phone call and the explanation of the charges. He then put me on hold to call the hotel. As I sat on hold for 20 minutes, I called the hotel myself. The hotel offered to waive the charges and told me to have Mar call her directly. Both agents had told me they were talking to the hotel and they weren't. Mar had me on hold all that time and he wasn't attempting to call the hotel!! Unbelievable. This has been a nightmare and a vicious circle that no one at Hotels.com could seem to understand. We shouldn't be charged for a room that was cancelled within the time frame we were given and the hotel shouldn't suffer because Hotels.com didn't cancel the room. 100% of this responsibility is on Hotels.com. In the future, I will make sure I'm talking directly to the hotel and never book through Hotels.com!
     
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Forced to take a room.
Posted by on
Well my family decided to take a spur of the moment trip to Myrtle Beach & after Hotels.com was recommended to us we decided to give it a try. The site left us a little confused so since it was our first time using this group we decide to call the toll free # & talk to a real person to answer our questions. We asked about the deal we were interested in & how much it would be total & were informed that the price was only good for 3 people or less even though it was a 4 person room. My husband immediately told the girl that we were not interested then & tried to end the call but she just kept pushing the sale putting him on hold while she called the hotel to see what she could do. My husband thought about just hanging up but it was a good thing he didn't as you will soon see. She came back saying that the hotel was standing firm & once again my husband told her we did not want the room to which she just kept replying but its only $39 for 3 people over & over again. Finally my husband had to raise his voice just to get her to stop & then she called out a confirmation #. What do we need a confirmation # for my husband said because I just told you that we were not going to book this room. He then asked if anything had been charged to the card & she said she didn't know & put him on hold which sent him back to the main menu so we had to start all over again. By this time I got on the phone because my husbands blood pressure was shooting up. I got a different person who had no clue what was going on so I told him the story & was put on hold & yep you guessed it I had to start all over. When I finally got another person on the line I immediately asked for a manager but was told that he was busy & it would take 15 to 20 minutes before he would be available. So yet again I recite the story & this time when I was put on hold I was assured that I would not have to start all over again. After about 10 minutes the guy came back informed me that the reservation had indeed been made & that if we canceled it it would take at least 24 hours for the money to be put back in our account. That would have ruin our plans completely so I asked again to speak to the manager & was informed that he would only tell me the same thing because it was company policy. I was then informed that there was only 1 manager there & it would be at least another 15 to 20 minutes before he would be available to talk to me. We took the room because we had no choice & were basically forced to do so. I never got to talk to the manager but I got coupons for a future booking that will NEVER happen.
     
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Anonymous on 2010-09-20:
That's why you don't give any credit card information until you are ready to book
Anonymous on 2010-09-20:
I'm confused why you gave the credit card information if you were just checking prices. There was no reason for that. chalk this up to a lesson learned and try to enjoy your trip
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Read - Never Book!!! Contact Better Business Bureau!!!
Posted by on
This company is an absolute fraud!!!! I hope everyone who is mad and upset with the horrendous service will do their part and file a complaint with the Better Business Bureau and shut this business down.

HORRIBLE! I originally booked a four day reservation, which 3 weeks prior to leaving changed to 5 days. They TOLD ME IT WAS ALL BOOKED.

I call the actual hotel 2 days prior to leaving and am advised by the hotel that only a 4 day reservation was listed. Then called back hotels.com, who said, it would be updated in 15 mins.

LIES LIES AND MORE LIES.

This calling the hotel/calling hotels.com continued. I arrived at the hotel and it still wasn't updated! FOR THE NEXT FOUR DAYS, I WAS ON THE PHONE FOR 1.5 HOURS EACH DAY, being put on ridiculous HOLD TIMES, BEING WRONGLY/PURPOSELY TRANSFERRED, DISCONNECTED. AND WORST OF ALLL- stupid reps kept HANGING UP ON ME. I have never witnessed such horrendous, poor, cowardly business practices.

THIS CONTINUED TILL THE LAST 4TH DAY when I WAS FORCED TO CHECK OUT.

Was told my mgmt that extra day reservation had never been received and that hotels.com was advised 4 days prior to make a new reservation. However, because hotels.com HAD SCREWED UP IN THE FIRST PLACE, the rate they have to pay it higher than what I had paid. SO HOTELS. COM WAS UNWILLING TO PAY THIS DIFFERENCE.

not the customer's fault right? THINK AGAIN! NOT WITH HOTELS. COM. They refused to lose money on their own error, so left me hanging till the very last day, 3 hours before I was to check out. I then realized that they were complete frauds. they tried to get me to give them VISA INFO TO RECHARGE ME TO PICK UP THE DIFFERENCE.

I'm a full time student, and I don't have much money to spend esp on the errors of someone else. so I was forced to check out. they would not answer my questions, supervisors were leading me on with complete bs, supervisors kept hanging up on me, and would not book the extra reservation. completely fed up, I checked out and spent my last night with no place to sleep or stay.

BY FAR, THE WORST EXPERIENCE OF MY LIFE. THIS COMPANY NEEDS TO BE SHUT DOWN. I HAVE FILED A COMPLAINT.

What is upsetting is that this could have been resolved prior to my arrival when I called in. however, they did not want to pay more for an error on their part, even though I ALREADY PAID fr 4 nights.

FRAUDSTERS. also, when I booked the 5th night, was told id get a refund of 60 dollars. never got it. had to call back, on the phone for over an hour and told there was no notice of it. until 1.5 hrs into the conversation, supervisor MIRACULOUSLY found the refund note. convenient?

A FEW THINGS I'VE LEARNED:

1.) refunds by customer service are processed instantaneously. they will tell you that you will receive a refund email in 15 mins, etc, - DO NOT BELIEVE THEM. Insist that you will stay on the phone with them till you receive it. Insist that you will not hang up, and that you have been advised by customers who have dealt with them that you are to stay on the line. trust me, if you don't - you will not GET A REFUND FROM THESE SCAM ARTISTS.

2.) ask the agent you are speaking to refrain from hanging up on you. getting them NOT to hang up on you, or disconnect you is HARD ENOUGH AND IS totally pathetic that you even have to do this. but TRUST ME. YOU NEED TO.

3.) when you spent the last 4 days trying to get a hold of them and are yelling and angry - TELL THE IDIOT REP URE SPEAKING TO that YOU DO NOT WANT TO BE PLACED ON HOLD. tell them that each time you've been placed on hold you've been placed on hold for 20-30mins only to be disconnected. I had one supervisor name Kathleen transfer me to an Expedia agent, and another named Kenny hang up on me while talking. DO NOT ALLOW THEM TO PLACE YOU ON HOLD. I made this request, and was freaking insistent. instead, I'M pretty sure the girl put me on mute, but nevertheless - no stupid music and she came back because she realized I was furious.

4.) if you've made a booking, check for price matches all the TIME. TRUST ME. you don't want to give your money to this company. if you've already have, ensure you got the best deal. I found much better rates on a website called booking.com - don't know how reliable they are, but all that matters is the price anyway. so always check!!!! when you call in to make a price match - MAKE SURE YOU STAY ON THE LINE TILL YOU GET THE EMAIL.

     
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BEJ on 2010-08-09:
People continue to have problems with these 3rd party sites. The best way they can be used is as research and then book directly with the hotel property, airline or rental car agency.
goduke on 2010-08-09:
The BBB doesn't have the authority to shut anyone down. That are only a third party who attempts to resolve issues between consumers and businesses.

Becoming angry and yelling at the customer service agent is about the only surefire way of getting someone to hang up on you. Telling them not to hang up on you won't accomplish anything if you start screaming at the agent. You have to find a way to keep your anger in check and discuss the matter rationally.
rockfishing on 2010-08-09:
Did you book online or by the phone? Did you get a confirmation email after you booked? If you books online then the fault was with you. What would have been the amount extra you would of had to pay? Why didn't just pay that last night or look for another hotel? Did they charge you for that extra night? Some aspects of your complaint don't make sense to me.
addicted2my3cents on 2010-08-09:
"don't know how reliable they are, but all that matters is the price anyway."


I'm sorry I was agreeing with you until you said that. screaming and yelling at a customer service rep, no matter what company, is very intimidating- you can only navigate so fast on the computer, and when you have an unhappy customer screaming at you and demanding not to hang up, or not to put on hold, and resolve the issue all at the same time, is the wrong way to go.

sounds like youd be better dealing directly with the hotel/motel from now on.
Ytropious on 2010-08-09:
Calm down and realize that the person on the other side of the line didn't create the problem. They can try to fix it, but you need to be NICE to them, not snotty and screaming.
Anonymous on 2010-08-09:
Wow sounds like a huge hassle. I feel for the OP. YOu try to enjoy your vacation and have a huge hassle like this. I've learned that these 3rd party sites are always glitchy. Whenever I use them, I ALWAYS verify my reservations with the hotel or rental company way in advance to be sure. Sometimes things happen.
CONTACT BBB on 2010-08-11:
I am the original poster and id like to make a clarification. I am really taken aback reading these comments, when my sole purpose was to inform and educate future customers.

I indeed came off in my post as ANGRY. And that is because I am. I wanted to express my great frustration and the toll this company had taken on me throughout my 4 day stay.

1 – in response to the “calm down/be nice” comments

These comments made me laugh because I have worked in customer service for over 8 years. Trust me when I say I KNOW it can be a total pain in the but to have someone yell at you. I can attest to be treated like crap, having customers fling items at you, etc. But please trust me when I saw that I APPROACHED THIS SITUATION from the very beginning in a civil manner. Until I was placed on ridiculous hold times that seemed intentional, led on for days during my vacation, and hung up on after being told "pls wait, I'm going to deal with this right away for you". I expressed to the reps that my frustration is not at them but the situation. coming from customer service background - I KNOW THIS!

I also want to clarify that I did not yell at these service agents, until the very final day. The final day when I was an hour away from check out and realized they were actually not going to go ahead with the booking. Until this point, I was under the impression that since I had paid, worse comes to worse, they would book and incur the extra cost. That is how business is done right? NO! NOT WITH HOTELS.COM.

So please, refrain from telling me to check my anger, as I spoke with agents firmly, indicating that I needed them to resolve this matter asap. I did not yell until I realized that they were really about to screw me over.

Also, the first time I was hung up on was not because I was yelling. It was on the second day of my trip, the second day in a row when I spoke with supervisor named Kenny. He said “this is sort of like déjà-vu”, when I proceeded to repeat to him that I needed this resolved because I sincerely do not want to call in again. He then said, “sure m’am. I’ll help. pls hold” and hung up. This sort of treatment is not customer service, its just plain cowardly. Esp when it was done by other reps, and involved being "erroneously" trf to Expedia.ca.

Also I BOOKED OVER THE phone. I had been charged for extra night, but it had not been booked although I rec’d a meaningless confirmation from hotels.com. When I checked with the hotel, and then let hotels.com 2 days before leaving, they did not deal with the issue. They recognized that prices had gone up and rather than telling me that they would nEVER INCUR that extra cost, they chose to leave me hanging. In all the 6 days (2 days before, and 4 days during the trip) they kept me on the phone for time, repeatedly telling me that the system would update in 15 minutes and that its being dealt with. However, they knew that a room would not be booked until they went ahead and rebooked a new reservation, as advised by the hotel. SO – this was clearly a LIE.

SO PLS UNDERSTAND - that I having to call in, at times using my cell-phone which charges me 1.25/min in the US, that it was completely aggravating being provided false information. The agents were not attempting to fix the problem, they were only prolonging it hoping I would be soo desperate and just pay the extra money - which I could not afford to do.
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Be Careful when you call Hotels.com - DECEITFUL!!!
Posted by on
On December 12, 2009, I made a reservation using Hotels.com for a stay starting 12/31/2009. Today, December 19, 2009, I received an email FROM Hotels.com advertising the same hotel for $50.00 less a night. I called and told them about the PRICE MATCH GUARANTEE and was told by DAVID that I needed to book at the new lower rate and that he would cancel the previous reservation with NO problem but that that he had to transfer me to "Customer Care." I told him I was hesitant to "double book" but he assured me that this WOULD not be a problem because the original reservation would be automatically cancelled and the charge on my credit card would be credited back. FUNNY that when he tried to transfer my call it DROPPED. FINALLY, I was able to speak to Silvia from an out of state customer call center who told me that there was NO way I could cancel the previous reservation in spite of what David told me. Mind you, there are charges over $1,200 on my credit card for a stay that is supposed to cost $561.00. I told Silvia that this was unacceptable and that even the cancellation policy stated that, and I quote: "cancellations or changes made before 3:00 PM (Eastern Standard Time (US & Canada)) on Dec 31, 2009 are subject to a 1 Night Room & Tax penalty."

I am NOT canceling this reservation the day of the stay! I am canceling 12 DAYS in ADVANCE and that this was not my initial intention to begin with. All I WANTED was the reduced rate and participate in HOTELS. COM advertised PRICE MATCH GUARANTEE. She told me that I did not understand the POLICY and that I needed to pay $325.00 for canceling the reservation. I INSISTED that I was not the one who had double booked on purpose and that DAVID was just too EAGER to have me DOUBLE BOOK under the false pretense that EVERYTHING would be taken care of. The call DROPPED. I called 3 more times only to struggle to find someone who spoke ENGLISH because my husband DOES NOT speak Spanish and I was so UPSET that I WAS crying and he insisted on taking over the telephone call. FINALLY, my husband was able to find Ana who spoke ENGLISH, she agreed that the first reservation could be cancelled without a PENALTY but that it would take UP TO 30 DAYS to receive CREDIT of $651.88 on my credit card. GREAT! LESS money to SPEND on my "SUPPOSEDLY" wonderful New Year's TRIP with my husband... MY TRIP is RUINED. I am upset about the customer service and their deceitful practices... I was forced to DOUBLE book. If you can't cancel a reservation 12 days in advance without being penalized when can you cancel????? 30 days? 45 days? Can you even ever cancel when you book through Hotels.com without being penalized?

I am really SORRY to have used HOTELS. COM to book my hotel stay. I wish I would have spent the extra $10.00 booking directly with the hotel. I would have saved the TROUBLE and anguish I have caused myself and my husband. BE CAREFUL!!! with the "PRICE MATCH GUARANTEE."

DO NOT TRUST CUSTOMER SERVICE. Call reps are from outside the US and they don't understand policies well enough. Please learn from my lesson, unless you are SURE the call center is in the US DO NOT Trust what they TELL YOU.

Sincerely,

VERY, VERY, VERY UPSET in Miami!
     
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Anonymous on 2009-12-20:
Nothing that is verbally stated to you is binding. You should have read the terms of your contract. Unfortunately, companies do not like to give back money once they have it. I'm not sure how they state the guarantee on their website, but I'd read it in full if I was you.

You claim, "to SPEND on my "SUPPOSEDLY" wonderful New Year's TRIP with my husband... MY TRIP is RUINED"

You knew it was $1200 when you booked it. I understand the part about giving you bad info on double-booking, but I would have read the terms before I made another reservation.
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Reservations
Posted by on
I usually use Orbitz, so perhaps I am spoiled. I booked this time through Hotels.com, who only allows you to use one credit card to pay for the reservation. I guess I should have been smart enough to make separate reservations for my one four day stay at the same hotel, but I hadn't had a problem with this issue before. My employer is very specific about what can go on their credit card (I am a government employee) so since I was staying extra days on my own I put it all on my credit card. In the past I have had no problem once I check in getting the days split out. But at hotels.com they won't let you split the bill afterward. I was on the phone with at least two of their employees, one who was nice but either I lost signal or he disconnected me, and another who could barely speak English, who was just repeating the canned scripts for customers with requests that require any thought process.

She would not give me the name of her supervisor, but did agree to transfer me to him. Frank picked up after waiting long enough to see if I would pick up, and he sounded like he send people to sleep with the fishes in his spare time. He told me that they could not do that with no better excuse than that is company policy. I asked if there was a financial company who handled the paperwork I could speak with, but he just said no, it was in a hotels.com account and they don't do it. They told me that if I wanted to, they could cancel the reservation for the last two nights, but they couldn't rebook them and only if the company would let them. That would mean I'd have to find somewhere else to stay those two nights. I really like the hotel, but they couldn't give me the same rate if I did that, so I told them I had no choice but to suck it up and pay it all on my own, since I won't be able to get reimbursed at work.

Hotels.com told me if I canceled the last two nights they would refund me the money, but I suspect that was a lie, and what the front desk told me I doubt they would have paid me back anyway (at least without a fight). What kills me is if they were telling the truth that they would refund the money, why won't they just refund it and transfer the rest to a different credit card. I am somewhat familiar with the financial industry, and that just doesn't make sense to me. I think it is just laziness or they don't trust their employees to do it right. I don't travel for business much, thankfully, but I travel a lot for fun, and I will NEVER use them again. I am sticking with Orbitz from now on.

They were very unapologetic (they would say they were sorry, but it was clear they couldn't care less). I was really horrified that a company in a service industry would respond this way. I will probably report them to BBB or consumer protection.
     
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Ben There on 2009-03-21:
So you assumed that you could pay for an entire online purchase with one credit card then call them up after and split it up amongst several credit cards? That thought has never crossed my mind for any type of website (not just travel). When I travel for work and stay later for personal travel I just make 2 reservations cause it is easier.
nbaycaligirl on 2009-03-21:
I guess I am left wondering why your company won't reimburse you for the cost of the night they were supposed to pay for in the first place?
wamenterprisesinc on 2014-01-15:
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 "Cricket C," no last name and not sure if Cricket 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 Hotel
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They charged me credit card, but gave airline my credit card to charge without my knowledge now they are saying they can't refund
Posted by on
Here is my complaint:

I booked with hotels.com for my honeymoon vacation to go to Hawaii. Package included hotels, car rental and roundtrip air for two people for July 6th 2008 through July 11th 2008. I received an e-mail that I needed to contact hotels.com because my flight had been canceled. So I called to find out the problem. The first agent I spoke with was very rude and hard to understand. She told me that my outgoing flight on July 6th was needed to be changed to an earlier flight than the already early flight of 6:15am. And the flight on the Friday July 11th was needing to be changed and that I would have to leave 3 hrs later in one of my flights and that my connecting flight would be in Vegas instead of phoenix and my layover would be longer and I wouldn't be getting home to around 2am. I explained to the lady that those flight changes were not something I could accept and so I would need to cancel and take my services elsewhere. She said that the flight was non-refundable and that she couldn't refund the flight. I explained to the lady that it was not my fault that it was an airline fault and that they needed to refund the money.

After fighting and fighting with the company she finally said they would refund the package. She put me on hold to get a reference number. I then got disconnected. So I called back in and with lady number 2, told me there were no notes in my account showing the agent as refunding the money. This new agent tried again to pull the same thing, that the flight was non-refundable and that it was not hotels.com fault either. I told her it was between hotels.com and the airlines. It was not my fault, I booked and paid through hotels.com. I authorized and paid hotels.com for the package. NO one else and that I was demanding a full refund She put me on hold for another 30 min.

She came back to the line saying that she if an overnight flight was OK on the 11th or if I could leave on the 10th. I told her no it wasn't OK. We didn't want an overnight and we didn't want to loose a day on our honeymoon. Finally after a total of almost 3 hrs on the phone with hotels.com they said they would give me a refund. But I had to mail in my paper tickets first and then they would process refund. Which they said could take 7-10 business days. I'm not happy with how long it took, the rudeness, and the fact I have to mail in my paper tickets and wait still that long for my money back on something they did wrong.

4/21/08 I'm not sure how to add anything further. But I called Hotels.com today because we still have not received our refund even though they told us as soon as we returned our paper tickets per reference number #41348663 that our package remainder of $1377.44 would be refunded and was told by a VERY RUDE supervisor today that our money would not be returned because the airline was filing for bankruptcy. Even though we bought and paid for the package though hotels.com We NEVER authorized them to give our credit card information to the airlines to charge. We authorized hotels.com to use our credit card to pay hotels.com for the package, not hotels.com and the airlines. He was very rude and told me that we were not getting our money back and hung up on me.

WE will be calling our credit card company tomorrow. We need to know what to do. This is a lot of money and who knows how many innocent people are giving their credit card information to hotels.com and they are letting people charge on their cards. This needs to be stopped! Please let me know status of my case.
     
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FoggyOne on 2008-04-22:
You should have called your credit card company immediately and disputed any charge for Hotels.com. this is one of the problems of dealing with a 3rd party agency. Call your CC immediately now, don't wait.
Anonymous on 2008-04-22:
Such an important trip (your honeymoon) and you use Hotels.com instead of a local travel agency. Perhaps if you couldn't afford Hawaii using a local agency you should have selected a more affordable location. It's not like you will be getting out of the hotel much to sight see anyway.
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Misled While Attempting to Book; Unprofessional Customer Service
Posted by on
ASPEN, COLORADO -- I spent 1 hour and 30 minutes of my time trying to simply book a reservation on your website. The hotel that I wanted was available for the dates that I wanted and I followed the steps to book the room as I have dozens of times in the past on your website. However, when I went to "book and confirm the reservation" I was unable to. So, I tried again, and again, and again -- each time receiving an error message stating that I was unable to proceed to confirmation because there was already a reservation booking in progress. I then went to "view reservations" and printed off a receipt with the above-listed booking number that led me to believe that my reservation was actually received. Thankfully, I did not trust this to be the case and called 800-3HOTELS to confirm that everything was okay. It was not.

I first spoke a "customer service" rep who told me that I would need to call the hotel (Chateau Blanc Condominiums in Aspen, Co) directly to confirm the reservation. This I did, but their reservations department is only open Monday through Friday. So, I called Hotels.com back using a special "customer service number" and spoke with Patty who echoed that my reservation was not confirmed and who once again tried to give me the number of the hotel itself. Frustrated by the run-around, I asked to speak with Patty's manager and after serious coercion to try to actually convince her to put that person on the phone, I spoke with Brett (the alleged supervisor). Brett explained that the Chateau Blanc Condominiums are not a preferred hotel and gave me technological details as to why this transaction did not go through.

I explained the Brett that I was misled by Hotels.com and given the impression that I would have not trouble booking this reservation; and that furthermore, I was able to find a printable receipt that further misled me to believe that the reservation was confirmed (I am glad that I did not show up at the Chateau Blanc in Aspen with this "receipt" expecting to have a condo waiting for me). Brett was far from helpful and told me that there was nothing that could be done. Eventually, he reluctantly offered me a $20 rebate on a future booking -- an offer that I feel is a slap in the face for a 5-year+ customer who had just spent 1.5 hours trying to simply book a reservation as I have done dozens of times in the past. Brett, Patty and the original customer service rep were condescending, inflexible and far from pleasurable to work with. They made no attempt to solve or address my problem, but rather attempted to just pass me off.

Not only is this level of "customer service" unacceptable, but the misleading nature of the Hotels.com website (offering rooms as "available" that actually are not, allowing for a receipt to be printed for a room that was actually not booked) is also unacceptable. I am shocked that a company that for the past 5 years I have come to depend on, has in 1 hour and 30 minutes become one in which I have completely lost faith.
     
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Noneill on 2008-02-24:
OK so the website was the initial problem, but you didn't make it clear why they could not make your reservation over the phone.
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Reservation and Cancellation Fees
Posted by on
OREGON -- I made reservations through Hotels.com for a room, several months in advance. I found that Hotels.com charged my credit card for the full amount the day I made the reservation. This is the email I sent to them, and their reply:

"Comments: I would like you to know that I am VERY displeased with a transaction I recently had with HOTELS.COM. I reserved a hotel for two nights in Bend, Oregon. The next day my credit card/debit card had been charged for the full amount of the reservation. I have never heard of this before, I do know that reserving a hotel through the hotel company does require a credit card to hold the reservation, which is fine. I have never been charged for the reservation for the full amount before I actually arrived. I emailed your company about this, and was given a reply of ..."Please be advised that when booking a reservation through hotels.com, you are charged on the date of booking. This is so that we may confirm and guarantee your reservation at the lowest discount rate available at that time. We apologize if you were not aware of this when you submitted your reservation request. Thank you for using our service."....Well, I checked with the hotel that you reserved with, and their regular rate IS THE RATE that you claim was a discount rate, so you weren't doing me any great favor to begin with. And so, I went to cancel the reservation on your website, and find I am being charged $25 just for canceling. --OK, this was probably somewhere in the fine print agreement, buried in the 5,000 word document you have to click on to continue with the reservation process. I guess what really makes me mad is that you took $175 from me just for the reservation, which was for July (It is now just January). And then, you charged me $25 to cancel the reservation. I absolutely will not deal with you again, and will tell EVERYONE I know about your way of doing business. Believe me, they will not like the way you do business, either."

Their email reply to me was:

"Thank you for your email. Our records are indicating that this reservation was booked online. In doing so, you agreed to the terms and conditions posted on our website. We apologize for any inconvenience this caused you. Thank you for using our service."

OK--I found the 'Terms and Conditions' section posted on their website, only after having to dig into link upon link. I would think that this type of 'Terms and Conditions' should be shown somewhere a little more noticeable, like where you are actually GOING THROUGH THE PROCESS of making the online reservation.

And so, by Hotels.com taking $175.00 out of my checking account via my debit card (without knowing this for a few days), I had several checks bounce, which was expensive at $33 per NSF charge. And then, I lost another $25 to Hotels.com when I cancelled the reservation to get my money back.

I still have not been credited the $150 I have coming from them for the cancellation. In my opinion, these people, and their website, SUCK. As mentioned, I will tell everyone I know about my only experience with Hotels.com, and do my utmost to prevent it from happening to anyone else. I haven't had this type of trouble with any other travel/reservation website I have used, and will deal directly with the hotels I want to stay at from now on.
     
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Chitwngirl on 2005-01-24:
Some complaints stem from consumers not reading. I clicked on "User Agreement" right on the home page of hotels.com and in the 5th paragraph it tells you they will charge your card immediately.
AZJEM on 2005-01-28:
I frequently reserve hotels on this site and other discount hotel sites. Most I have used do tell you they will charge your card at the time you make reservations. No hidden scams. I did however reserve a room that was the same online as they're regular price. It just happened it was a good price and online offered it. Either way I got a good deal. Ya got to read everything.
jesicarabitz on 2005-03-17:
You must be a newby to reserving online. All online Travel websites do auto charge when booking a room. I believe the only online websites that don't book this way is directly with the hotel sites. And reading the fine print is a responsibility you have when you are willing to purchase on the internet. My suggestion to you is to not use the internet and call the hotels directly.
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Hotels.com a Ripoff With Their Terms and Conditions: Beware!
Posted by on
Rating: 1/51
ATLANTA, GEORGIA -- I was on line 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.
     
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andbran on 2014-02-12:
the lesson is never use a third party.
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Ripped off by Hotels.com
Posted by on
Rating: 1/51
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 "Cricket C," no last name and not sure if Cricket 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 Hotel;s.com.

BTW, I checked online at various web-sites and got rates between $49.50 and $55.00 for the same hotel.
     
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