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Awful
StarEmpty StarEmpty StarEmpty StarEmpty StarBy -
Rating: 1/51

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!!!!!!!!

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HOTELS.COM Is Stealing People's Money
By -

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.

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Hotels.com? What a Shame!!!
StarEmpty StarEmpty StarEmpty StarEmpty StarBy -
Rating: 1/51

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!

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Inflexible and Poor Customer Service
StarEmpty StarEmpty StarEmpty StarEmpty StarBy -
Rating: 1/51

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.

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Did Not Relay Payment Information To Hotel Poor Customer Service
By -

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.

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Got Ripped Off by Hotels.com - Stay Away.
By -

In 2009, I signed up for Hotels.com's 'Reward' Program which consisted of booking a 10 nights at a hotel from their site. In exchange, the 'Reward' was that we would receive a credit for a FREE night at a hotel of our choice UP TO $399. We found this to be a good program and since we did use it for Ski lodging quite often, we thought it would be worth our while. Well, we finally earned our Reward Night so when I went to book it, the system told me that the policy changed in March 2010 to averaging out your night stays - so now we only have $67 credit to used to go towards our so called FREE night.

I was fuming to read that the policy changed without us being notified. I immediately called their customer service line and when I asked to speak to a Manager/Supervisor, they hung up on me. By this time, I'm quite pissed off and decided to email them. I rec'd some lame response from their Customer Service stating that the policy changed blah, blah, blah. To which I responded that I should be 'Grandfathered' into the old Policy and that I need a Manager to email me.

I get a 2nd response basically stating the same thing so I told them that I need a Manager to call me or I will post on the web the dishonest, unprofessional, negative customer service response I have experienced with HOTELS. COM. Needless to say, I have not heard anything nor do I plan to but I do know that I WILL NEVER EVER BOOK FROM HOTELS. COM AGAIN - I TOLD THEM SO BUT I guess they don't care. I also told them that I could've gotten cheaper rooms by going directly to the hotels since we had developed a relationship with them by going so many times but instead I went to Hotels.com to get the so-called 'Reward'.

How on earth can you change a policy half way through? POOR CUSTOMER SERVICE AND FALSE ADVERTISING!! You are better off by staying away from Hotels.com unless you want to be ripped off...like many were it seems like by these postings, and so was I!

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Hotels.com less than honest
By -

DALLAS, TEXAS -- I called a phone number that I believed to be that of Days Inn in order to make a reservation. When the agent (ID **) answered I asked he if I was connected to Days Inn. She indicated that I was. I proceeded to complete the reservation process giving her my credit card information. She quoted me a rate that included taxes. I asked he if this was the lowest rate available. She indicated that it was a fully discounted rate. I asked her if there was a lower rate for AAA or ARP. She told me that the rate she provided was the absolute lowest rate available.

Towards the end of my call the agent confirmed all the details including the cancellation policy. She indicated that I would have to cancel my reservation by 4:00 pm on August 1. Since I was speaking to her shortly after 4:00 pm on August 1 but my reservation wasn't until the following day I again asked he who she was employed by because Days Inn requires a cancellation at 4:00 pm on the day of your reservation which would have been August 2nd. This time she acknowledged that she was in fact a Hotels.com agent, not a Days Inn agent as she had clearly indicated three times during our conversation.

At that point I told her not to proceed with my reservation indicating that I would find the correct phone number for Days Inn and make my own reservation directly with them. Upon doing so I found that there was a lower rate. Shortly after making my own reservation I received a confirmation from Hotels.com.

The agent went ahead with making a reservation after being clearly told not to. Not only was she dishonest by misleading me about who she was employed by and indicating that the rate she quoted was the lowest but she also locked in my reservation after being told not to. This will be my last time using this service provider. I don't like dealing with less than honest companies.

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Highest Price Guarantee
By -

My Family and I were traveling back from the Outer Banks in N. C. and decided at the last minute to take the long scenic way home by traveling down the coast of North Carolina. I have been a long time customer of Hotels.com and have used their service for business travel on numerous occasions. My assumption has always been that they can find me a good hotel at the lowest price without me having to do the legwork. Well I realized this trip that this is not necessarily true. We called Hotels.com in order to find a room, just for one night, in the path of the detour we had taken. The agent on the phone found us a room at the Homewood Suites in Wilmington, NC.

I want to state that this hotel was great. The service was excellent, the hotel was very clean, and the staff very accommodating and pleasant. However due to a clerical error on the part of Homewood Suites, the hotel charged my credit card. I was also charged by Hotels.com and the issue comes into play in that the total charge for the room from Homewood Suites was $45 cheaper, for one night I remind you, than the charge from Hotels.com.

When I called Homewood Suites to inquire about the charge, I found out that the rate on my credit card was their standard rate with no discounts applied. The staff from Homewood Suites was very apologetic and quickly reversed the mistaken charge. I then called Hotels.com to complain about the fact that I had been overcharged by them for the one night stay at Homewood Suites. The Hotels.com customer service representative I spoke with told me that in order for me to have gotten the lower price through their low price guarantee, I would have needed to call Hotels.com before I checked into hotel.

I explained that I was not aware of the lower rate until after the charge from Homewood Suites appeared on my credit card. After asking to speak to a supervisor and going around and around on the facts of the story, my phone number was taken by the customer service representative with assurance that someone who could help me would call me back. 48 hours and counting later, I have not been contacted by anyone from Hotels.com. Hotels.com will no longer get any of my or my employee's business again!!

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Hotels.com has misleading policies and poor service
By -

Hotels.com has misleading Terms and Conditions. These are misleading on their website, making you think you can actually modify reservations. YOU CAN'T. Even when I convinced them to modify the reservation, they simply charged for another reservation on top of the original reservation. Two weeks later and I'm still trying to get money back. Their website states your modification or cancellation fees may apply, and these policies are subject to change. OK, I can handle that. But, AFTER making reservations, I was then informed that my reservations were non-refundable. If they have non-refundable, just say that up front!

Their call center is manned by people who can barely communicate in English, so it very difficult to get customer smooth customer service. They are unwilling to work with you with issues and unfamiliar with the company policies on their website. You must call them multiple times to get action if you have an issue with a reservation. This is not the way to get my business back. Save yourself the trouble and pay 5 extra buck to reserve directly with the hotel!

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I've Been Robbed of My "Rewards Points"
By -

I am equal parts surprised, amazed, confused, and disappointed here. I travel frequently, and I've been using hotels.com consistently since April 2009. The entire reason I've been doing this is because of the offer whereby they give 1 free night anywhere (up to $400) for every 10 nights you book anywhere ($40 or more). It's a great deal and I've taken them up on it once... In fact, I had four free great nights somewhere after booking 44 nights beforehand.

Since that trip, I built up a whole bunch more points with other stays. Just out of curiosity, I inquired the other day, expecting my point balance to be somewhere around 15 total, with 5 more needed for two free nights somewhere. I was floored when the person I spoke to told me they had never heard of me until that week, that I had never set up a welcome rewards account until that week, and that I had never previously used by personal email or phone number to book. All of the above are not only untrue, but seem VERY easy to demonstrate, assuming the company keeps any sort of records of the rooms it books or the individuals' accounts.

I thought perhaps that one person was mistaken, so I called back. I have since spoken with SEVERAL hotels.com employees, none of whom are able to locate all my prior stays despite my ready willingness to provide all the ways I identified myself each time.

I am willing to stay open-minded and optimistic about this. It seems like something they could resolve. But if they're ultimately going to tell me I've never booked with them before, despite my credit card statements and the hotel's info, which tell a very different story, I will lose all faith in this company, and ensure that I spread the word as far and wide as possible. The irony of all this is that until this incident, I've been very outspoken about what a great deal and great service hotels.com is.

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Hotels.com Rating:
Star Empty star Empty star Empty star Empty star
1.0 out of 5, based on 38 ratings and
97 reviews & complaints.
Contact Information:
Hotels.com
10440 N. Central Expwy., Ste. 400
Dallas, TX 75231
800-964-6835 (ph)
214-361-7299 (fax)
www.hotels.com
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