ATLANTA, GEORGIA -- I was online 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.
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 "**" no last name and not sure if ** 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 Hotels.com. BTW, I checked online at various websites 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 **, 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.
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.