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 ** 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 ** 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 ** 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 ** 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 ** 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 ** 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!
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. ** 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.
Here is my complaint: I booked with Hotels.com for my honeymoon vacation to go to Hawaii. Package included hotels, car rental and round trip air for two people for July 6th 2008 through July 11th 2008. I received an email 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's 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 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 #** 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 through 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.
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 to 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.
I have booked a hotel room through Hotels.com in May 2015 at HK$1070. I have chosen HK$ as currency and pay with Visa card through Hotels.com website. After I returned from trip, Visa card charges me US$1070. I called Hotels.com over 10 times and no one could help and return the overcharged fee. I provided captured screens as proof, but still not accept. Hotels.com claimed: In June 2015, they could try to refund US$1070 - HK$1070 with coupon. In Oct 2015, they only offer US$100 coupon. No further followups and feedbacks from Hotels.com. I won't use Hotels.com again, ever.
I made a reservation... booked a room (honeymoon btw)... and able to do this without leaving a deposit but agreeing to pay a higher rate. We called the hotel to set up transportation. Found out they canceled the reservation since they could not run the card for a deposit. That's their policy. Sadly, no rooms were available by then. Hotels.com promises something they can't deliver. Customer service was useless and took no responsibility. NEVER USE THEM!!!!!!!!
I have contacted your company on multiple occasions about receiving my credit (more than 7 times) about a canceled reservation that was 2 weeks out. I canceled minutes after processing the reservation on the website. But they had listed if you cancel even 1 month away, they charge 1 night penalty. As I write this review I'm on the phone with their reps on Manila. I am documenting all my calls and the people I speak with. I have spoken to your representatives in EL SALVADOR because that's where your company is re-routing the phone calls to.
I WANT THE REST OF MY REFUND ON RESERVATION **. I called back on May 19th for a 5th time and your customer service representative called the Puerta del Sol Hotel and they never received the reservation because it was cancelled right away and ** the administrative person at the Puerta del Sol Hotel in Barranquilla, Colombia agreed to a FULL REFUND. Your customer service person on May 19, stated he would process the REFUND and it would take a few days. I have been checking my credit card for the last 2 WEEKS and there is NO REFUND.
On June 1, I called Hotels.com again and spoke to an ** and she went through the same process, called the Puerta del Hotel which I had already gave her the information and events from the last call on May 19th and she confirmed it all again. PUERTA DEL SOL agreed a REFUND and they hadn't even received any proceeds from the canceled reservation. She promised me a REFUND for a second time and I haven't received anything. I inquired on my previous call and she stated there were NO NOTES on my reservation profile. I asked her to put NOTES again under my reservation but your company is FRAUDULENTLY erasing all notes on the calls.
It has been 3 days and I still have not received a refund and HOTELS.COM is holding my money NOT the HOTEL. I am now going to PRESS legal charges for my REFUND, TIME AND PAIN AND SUFFERING. I have tried to resolve this issue cordially with your company and YOU ARE NOT PROCESSING MY REFUND. Your company is keeping the REFUND in one of your separate accounts and refusing to return my money.. You have left me no choice but to file a lawsuit.
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 book a hotel for the night. I used the Hotels.com website only once, but it was enough. During the online booking process, the browser crashed, so I didn't get any confirmation of the reservation in progress. I thought that since I was using my wife's credit card to make the reservation in my name, the crash was due to a "mismatch" between my name and the name of the cardholder. So I made another reservation with my wife's name and it worked.
After a couple of months, I realized that Hotels.com charged my wife's credit card the price for two reservations. After thousand and thousand emails, I gave up. The hotel did not refund anything, because they claim that they get the payment directly from the Hotels.com credit card and not from the customer's credit card. So eventually, they could refund the Hotels.com, but what about Hotels.com? Will they refund me? Hotels.com, on the other hand, claims that two reservations were made with two different names, so they do not refund anything.
The American bank (linked to my "italian" bank) agreed with Hotels.com, so I had to pay twice what I used only once! There was no way to get my money back. I can demonstrate what I state, because I have a lot of emails between me, the bank, the hotel and the customer service. I also have an email from the hotel (Holiday Inn Express - Green River, UT) where they state that, in fact, they got two reservation but only one room was really claimed at the front desk. And this was what I tried to explain so many times to the Customer Service of Hotels.com, but the only result I got was that I have lost $130 for a room I never claimed.
At the end of the day, everybody involved in this issue was so stubborn that I didn't manage to get my money back. Never mind, I still can pay my bills, even with $130 less in my bank account, but you can be sure that I will never use the Hotels.com again!
UNSURE -- While booking our reservation and trying to use a promo code (rebates12 for $30 rebate off 5 night stay), the online screens were very confusing and it wasn't apparent where to put the promo code until the entire reservation was completed and promo code wasn't entered. I immediately called Hotels.com to explain the situation and ask for the promo code to be entered on my behalf. The first call, I was disconnected so I emailed. Customer service said they couldn't anything for me.
I then called customer service again and was on the phone for at least 30 minutes re-explaining the situation to another customer service representative. They again said they couldn't do anything for me. I asked to speak to a supervisor/manager. As they transferred me, they disconnected our call. I then called back, and ask to be transferred to the supervisor, but they said they couldn't since they didn't have extensions so I had to explain the situation all over again to another customer service person and then was transferred to their supervisor.
The supervisor again said there wasn't anything they could do so I asked to be transferred to a manager and I was told the supervisor couldn't do that as he was the highest level in customer service for me to speak with. I explained that I had never used Hotels.com to book a hotel and I wanted to stay as a customer, but I won't if they can't resolve this issue. I can't believe that the company wouldn't have some way to apply $30 to my account especially since the online screens were confusing and I contacted them as soon as it happened.
Beyond disappointed and I will never use them again. I will also tell as many people as I can to stay far away from them. They should not be in this type of business.
I reserved a room with hotels.com which is in partnership with Expedia. I became ill so my ex sister-in-law took the room. The room was for my niece and I contacted the hotel and it was fine that I wasn't there. Unknown to me because I don't speak with her often when she arrive, everything was fine, but upon checkout she was chased down a hallway and was told the room was not paid for and had to be put on her credit card. Again we don't speak often unless it has something to do with the kids.
I contacted her this week to find out about one of the children and she mention "I thought you paid for the room because they came down the hall after me to pay so I paid it." I am embarrassed, humiliated, and angry. I have spoke to hotels.com and you speak to a representative in many different countries. One was an Asian country who hung up on me when I asked for a supervisor.
The second call who I spoke with ** he stated he understood, called the hotel and stated their accounting office was closed. He proceeded to state he would send me a refund. I told him I didn't want the refund I want her to receive the refund on her credit card I had done nothing wrong. I was told Expedia did not send the payment over at the time of the reservation. He stated he would escalate the problem and would send an email the next day.
Well.. I waited two days no email. Called again spoke with ** in Malaysia. She stated it was the hotel's fault and they were closed and they were getting with them tomorrow. I explain to her that is not what I was told and I wanted something done and I wanted in writing. She assured me I would have it in writing in 4 hours and it has been 24 and still nothing.
I asked for upper management and I was told they are not allowed to transfer the call or give out that information. This shows the company has no integrity whatsoever. I was promised a $50 credit for what? I deserve a full refund for the trouble, embarrassment this has caused. She did however show me on their website the home office address but wouldn't give me a phone number. I will contact them on Tuesday.