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Misleading info. Overcharged.
Posted by on
Rating: 1/51
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
     
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Don't Use Hotels.com
Posted by on
Rating: 1/51
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.
     
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I Made a Reservation at 9pm on 9/12/13 and Read the Notice That I Could Cancel the Reservation Until 9/13/13
Posted by on
Rating: 1/51
(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 states Attorney Generals office.
     
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cmthru on 2013-09-13:
I read the FAQ at Hotels.com. The cancellation policy is up to the actual hotel not Hotels.com. Except in cases of an emergency, Hotels.com washes its hands after the reservation is made.
It appears that the hotel at which you reserved is the responsible party. Contact them to see what you can do.
ginny dudek on 2013-09-14:
thankyou for your feedback. I contacted Days Inn and explained the circumstances. They issued me cancellation numbers for both rooms and said hotels.com will have to refund my money.

My phone contact and online cancellation through hotels.com did not cancel my reservation. Only contacting customer service at Days Inn was successful in csncelling the rooms I reserved.

I did contact my states Attorneys General office about the deceptive practice of advertising a free cancellation policy.
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Price Match Guarantee Is Bogus
Posted by on
Rating: 1/51
Booked a room for 2 persons at CDG (Paris) airport. A few hours later I found another web site 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 web site and save some money. The price match guarantee offered by Hotels.com is a scam!
     
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JR on 2013-09-06:
Yes, the price mach promise is not at all true. I am still waiting to hear from hotel.com for the price mach claim. They do not reply to the email as promise. Keep telling me that they wil reply in 24 hrs. I don't know how long is their 24 hrs. It has been over a week , not heard from them yet. Do not trust whatever they say. Shame on their service.




AL on 2014-02-02:
Same experience here. Found a lower rate for a room, Fill the web form for the claim, received an email saying they could not answer form this address!
Phone Hotel.com talk to a person, he says he would give me the credit but the system was down, he said he will call back in an hour to confirm. He never called back or email.
This is scam! Do not count on it. Period.
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Another Dishonest Texas Business
Posted by on
Rating: 1/51
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.

What makes a missed flight worse? Using hotels, com. Should have just stayed overnight at the airport.
     
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JAKFK on 2013-06-28:
This is a common practice among hotels, airlines, etc...even movie theaters nowadays. There is a certain percentage of now-shows and/or last minute cancellations in the industry. And in order to counteract this, they will often overbook by that same standard percentage, hoping that it washes out in the end. Sometimes it does, and in your case...sometimes it doesn't.
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Worst Experience Booking a Room
Posted by on
Rating: 1/51
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.
     
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John Nicholson on 2013-05-29:
Now you know why it is never wise to book a room, airline flight, etc. through third party vendors like Hotel.com, Orbitz, etc. Always go through the hotel website. You will find the prices not that much more than Hotels.com, but you also won't have the problems you encounter with these sites---as you found out. Now you know. Pass on your experience with friends, family, etc.
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Bait and Switch
Posted by on
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 hotel.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 hotel.com.
     
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Old Timer on 2013-03-09:
"called them direct", smart move, best thing the OP could have done. La Quinta Inn & Suites Tucumcari web site has the room for $92.99 if you call or book direct. That is without all the "hidden fee's" scammers like Hotels.com and PriceLine add to their price.
moiraesfate on 2013-03-13:
I have worked in hotels for ten years.

This is not bait and switch. Rates change every day, sometimes several times a day. However these rates have to be manually changed and that takes time (there is no such thing as snapping your fingers and its done). It is likely that the Revenue Manager hadn't had a chance to change the rates in all locations yet. Most hotels are signed up for many different hotel websites. Depending on the size of this hotel, and the amount of changes needed, it can actually take hours to change all the websites.

You would be better served to realize that no one is a god, and no one can snap their fingers and magically make everything accurate at the exact same moment in time.

Remember, patience is a virtue.
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Bogus Price Match guarantee
Posted by on
Rating: 1/51
Booked 3 nights in London Hotels.com. After booking, I found a cheaper rate by 30%. I wrote to them and they first told me that I had a different room type. I showed them again the printout showing it was the same room type and same dates and same reservation type. After about 5 emails back and forth they came back with an excuse that if the price is over 20% different, then they do not honor the price match AT ALL. They didn't even match up to 20%. I normally used their site to book at least one hotel room per week and now I will not use them any further.
     
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Whiteduck on 2012-08-21:
Is there somewhere in what I assume to be very tiny print that says they don't match if over 20%?

Thanks for the heads up. I usually assume there are so many restrictions on stuff like this that I never count on it, anyway.
prince caesar on 2012-08-21:
haha this is so funny. So they don't guarantee their guarantee if the difference is over a certain amount. HOw ridiculous. You hear them mention this on their commericals all the time. Just a bunch of BS and lies to get people to use their site.
CowboyFan on 2012-08-22:
I looked through the website and I did not see anything about a 20% limitation. I would pursue this further.
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They Stole My Money in a Few Seconds!!!
Posted by on
Rating: 1/51
MONTREAL, CALIFORNIA -- One hour ago I tried to book a hotel through the Hotels.com. Honestly speaking I have used for a long time this website for business purpose. When it came to booking for me personally, I was f***ked up by the agents of Hotels.com.

I am very very frustrated and decided to call them again tomorrow and talk to the manager. Also, I will report them as a fraud to the Canadian agency, and plus, I will never use their website for business purpose. Yes, guys, you stole from me 100$, but you will lose thousands dollars, as I do reservations up to 10 times per month and usually spend around 600-1000$. So, who's going to lose? )))))))

My suggestion do not let them screw you, do not give up and complain, complain, complain, and also report to the legal agencies.
For those who live in the same city I would suggest to file a complaint as one complaint from all cheated customers through the advocate agency. I wish I could find more people in my city to do so... when it is one person fighting, the war is lost. But when is dozen or more, believe me, we will win! ))
     
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Dukemom on 2012-08-07:
What happened? How did they steal $100?
Kris10 on 2012-08-07:
How did they steal the $100 and have you tried getting a refund? Most of these 3rd party sites have a statement that says a refund can be requested within 24 hours of you booking the room. Give that a try and next time, book directly with the hotel. Use TripAdvisor.com to find a clean friendly hotel with good ratings in the area you're going to and then book directly with the hotel.
unknown on 2012-10-01:
I used hotels.com for business purposes....I wanted to use for my personal use... and was screwed..they said that they only discount up to 20% of the price match.... whatever... They write their own policies as the situation presents itself!
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Charged More on Hotels.com Than the Hotel Would Have charged..customer Service Lame
Posted by on
Rating: 1/51
I checked into a room in Monterey, CA for 2 nights and found out I had pre-paid more than what the hotel room charge would have been if I had called them directly.

I called hotel.com customer service and also got Carlos and his supervisor(Jose T) who sounded exactly like Carlos after a long hold time in El Salvador..Jose told me all they could do was offer a $50 voucher which I could have gotten on line, I believe, as I investigated the coupons....that I was not privy to the company president's name nor address and that he was the top of the line to appeal to.....I thought I was dealing with a reputable company but I am disappointed to find out that this I snot so...buyer beware of this company--call the hotel directly!
     
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unhappy999 on 2012-05-29:
The third party sites get rooms at a discount and sell them at whatever people are willing to pay, that's how they make their money. Its always wise to book your travel arrangement directly not through third party sites.
Ben There on 2012-05-30:
Hotel prices change all the time based on supply and demand. When you booked, that could have easily been the cheapest price at the time. As the date grew nearer and the hotel realized that they were not full, they could have slashed the rates.

If you book rates that allow changes (either through the hotel or another site), you can always cancel and rebook the cheaper price. If you book a nonrefundable rate with either, you tend to be stuck with the price.
oldisgood on 2012-05-30:
I will never figure out why people use 3rd parties to book hotels and supposedly save maybe $10. My sanity is worth a whole lot more than that.
Prince caesar on 2012-05-30:
I always shop around at different sites before I book at a particular site. I have used Priceline and Hotwire in the past, if they really end up being a bargain, and I know that I will not have to cancel for ANY reason.......because I know once my credit card is charged, its set in stone.
Hotel Worker on 2012-06-04:
I have been working in the hotel business for 15 years, and I hear complaints about third party booking websites all of the time. Please take the extra time, go on google, look for hotels in the city you will be staying in, get their local number (not the toll free number, that is for a central reservations office that has no clue about the hotel you are looking at), spend a few minutes talking with someone at the hotel, ask about discounts for AAA or AARP or Military or business or whatever, ask if they have any specials for the dates you are staying and definetely ask about cancellation policies. If someone calls me looking for a reservation I will do my best to get them a decent rate with any discounts I can find, make sure they are getting the type of room they want and I'll even help with directions to the hotel from an airport or highway or right from your front door if you ask me. Hotels.com and Pricline and all of the others might be able to save you a few bucks, but if you need to cancel or change your reservation you are out of luck. Even if you book one of our prepaid nonrefundable packages I'll do my best to reschedule your arrival date, or I might even refund your money if you're nice. Call the hotels direct, you might actually save some money and aggravation and make a friend in the process.
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