After planning to attend an event in Lexington, KY, my daughter and I reserved a room two months in advance at a hotel adjacent to the event. We booked at a Hyatt Place through Hotels.com. We prepaid the entire amount and received confirmation numbers both at the hotel and through Hotels.com.
When we arrived, the night the event began, the hotel had no reservation in our name and had no rooms. After reviewing my PREPAID confirmation and waiting OVER AN HOUR on the phone with Hotels.com (who blamed the hotel, even though I contracted through them), they offer to arrange booking at a far lower priced chain (Best Western) over 12 miles further than our original venue.
In the end, they agreed to book us at a better hotel, but only after 90 minutes of heated discussion and three supervisors. I would NEVER use Hotels.com. They took my money months in advance, did not make the reservation with the property and tried to weasel out of honoring any form of fair restitution. They behaved despicably.
BEWARE of Hotels.com!
I never intended to pay for a room through hotels.com; only to reserve... When I was read the terms and conditions for the room, I realized something was wrong and requested that they make no reservation ... read full review8 Replies - Latest reply on 12/19/2009
Dishonest misleading middlemen
NEW JERSEY -- I want to warn everyone there that Hotels.com is MISLEADING with their reservations. I recently reserved a hotel room in NYC for my wife's special Birthday weekend, and told them I absolutely needed a ... read full review6 Replies - Latest reply on 06/13/2008
don't do it!!
This morning, I booked a hotel in DC thru hotels.com. I had some concerns about the hotel the "agent" was recommending, but he assured me that the same hotel in other cities was plush and wonderful. ... read full review
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.
1 Replies - Latest reply on 02/12/2014Add reply
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 "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.
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 John, 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 key note speaker had finished and left the building. I found to be incompetent, unprofessional and most of all uncaring for the customer.Add reply
My daughter made reservation for a hotel in the Denver area for a Pink concert. Pink postponed the concert for health. Hotels.com did let us move the reservation for the rescheduled concert, at a additional cost of $40.00. A few weeks later, the concert was yet postponed until January. We tried getting a refund, they said absolutely not, you are out of luck, and have a good day. What? They suck!!!!!!!!!!!Add reply
We were suppose to go to the Smoky Mountains and travel from GA to TN and since the government shut the park down, there's no reason to go. Hotels.com won't refund us. They said it has to be 72 hours notice. But we only have 48 hours because they just informed us of shutdown. They wouldn't even change the reservation. These people are crooks. And they don't care. All they said was they would penalize us the full amount. Do not use them ever.Add reply
DALLAS, TEXAS -- Missed my connection in Philadelephia 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.
1 Replies - Latest reply on 06/28/2013Add reply
What makes a missed flight worse? Using hotels, com. Should have just stayed overnight at the airport.
Bait and Switch
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 ... read full review2 Replies - Latest reply on 03/13/2013
METRO AREAS ALL ACROSS AMERICA -- Hotels, Motels and Restaurants are not like they use to be ! I am sick and tired of going to those places and getting disgusting service ! Too many times, too many places have I went to a hotel/motel and when the room was suppose to have been cleaned it was filthy and disgusting ! Now what is wrong with the food service workers across America ? Americans use to be treated royal when we went out to patronized ( give our money to) the communities business ! America is headed to Hell !1 Replies - Latest reply on 12/04/2012Add reply
I'm part of welcome rewards. After 10 stays you get a free night stay. They still haven't updated my free night nor have they given me my price match credit. I got the runaround. I submitted the info and was told info wasn't correct. Resubmitted was told I already checked out so nothing they can do. Add reply
Hotels.com is unreliable
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 ... read full review1 Replies - Latest reply on 07/27/2012
Hotels.com? What a Shame!!!
I'm writing because I have to complain about the treatment I was served by Hotels.com. Last September, I was in the US with my wife for our honeymoon. We made an "on the road" trip, so every day we did ... read full review