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Never use Hotels.com to Book for Las Vegas
StarEmpty StarEmpty StarEmpty StarEmpty StarBy -
Rating: 1/51

DALLAS, TEXAS -- Dear Fellow Travelers,
We booked our stay at the Rio All Suite Hotel & Casino Las Vegas through HOTELS.com.

When we got to check out on HOTELS.com it said our total would be $142 with all fees for 2 nights.

When we went to check in is when things went side ways with both the RIO and HOTELS.com.

We tried to use the auto kayos to check in at 5:30pm and it said our room was not ready and they would send an email when it was or come back latter…..What is up with that at 5:30 and after driving 300 miles. We had to wait in the line for 20 minutes to see someone at the check in desk.

Now is when things take a big turn for the worse…The guys tells us we must pay a resort fee of $66…We told him we had paid it when we booked the room…He said no we did not. We showed him our confirmation email. He told us that the EXTRA $73 fee was charged by HOTELS.com and did not apply to the resort fees. So we had to give him a credit card for the $66 before we where given room keys.

With this extra payment our room now cost us $208 not $141

He said the $73 was a charge HOTELS.com charged us and he did not know what it was for. We ask him how much the room be if we booked it with the Rio directly and he said $148 total.

(Below I am giving you a LONG story short)
So when we got to our room I called HOTELS.com (I have used them for over 10 years to book all my hotels) once someone answered my call at HOTELS.com he put me on hold many times. He finally said that the $73 was for the 3rd person, and it was a charge to Rio would collect from them. I told him that was not what the Rio told us, and we wanted HOTELS.com to refund us the $73. He check with the Rio and they told him they did not charge a fee for a 3rd person.

He said no way would HOTELS.com refund us because it was a charge that was in the fine print for a 3rd person when we booked. I ask to talk to his supervisor, this is when things got WORSE. She was very RUDE and said that we had nothing to talk about and that I could go on line and complain but they would not refund me for the charge even it the Rio did not charge them

The total time I was on the phone trying to get a charge the RIO would not have charged with HOTELS.com was 61 minutes.

Trust me when I say these 2 things.
#1 this is a very short part of the long story
#2 I am the person who takes care of the travel for my wife and I, AND also for my company and one of my customers company and have book well over a 100 nights through HOTELS.com….unless they fix this they will NEVER get another booking from me or any company I book for. I will just go back to Hotwire.com

So traveler be where when using HOTELS.com

Martin

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Bed Bugs
StarEmpty StarEmpty StarEmpty StarEmpty StarBy -
Rating: 1/51

SARASOTA, FLORIDA -- Bad News Hotel Ranola (Bed Bugs)

I stayed at Hotel Ranola in Sarasota and was not very happy with the excessive noise from the air conditioner and traffic directly outside my window on Ringling Blvd. When I returned home I had Bed Bugs in my clothes. I had to wash and dry clean everything I owned. I also had to hire a pest control company to treat my house. And to top it off I had red welts all over me. The stress and cost to me were terrible. Hotel Ranola totally ruined my vacation in Sarasota. I WOULD NEVER RECOMMEND ANYONE STAY AT HOTEL RANOLA EVER!!

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

A horrible experience, they could not have been worse. The website would not allow changes, phone calls take hours, they do not think logically, only depend on the misinformation on the computer in front of them. Our check in was totally wrong, lucky the hotel was able to accommodate our needs. No compensation for their incompetence and very annoying to talk to someone from the Philippines that is singled minded and unwilling to admit they were in error. Had we been in the height of the season we would have been forced to fit 5 adults and 1 child into 2 standard rooms. I will never use Hotels.com again and I, with my family, travel 2 or 3 times a year.

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

I quickly pre-paid and booked a room for a friend. I mistakenly entered the wrong check-out date. I called back immediately and they said “they would contact the hotel and get back to me within 24 hours and if we get disconnected, can they call me back”. I got the same scripted response every time I called for 3 days in a row. Each time they said they couldn't get through to the hotel. Then I decided to try the hotel. I got through right away - no surprise.

They said that I must deal with Hotels.com - great. So, I called a final time and spoke to a “manager”. They told me to call the hotel and to ask the general manager not to charge Hotels.com for the extra night. How is that going to work? I couldn't even get ahold of the general manager at the hotel. I can't believe that I paid for 4 nights and the 5th night for an empty room. Thanks a lot Hotels.com for nothing! Scripted answers and phony managers — do you think I'm stupid? So unprofessional... It makes me sick.

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Never receive refund
StarEmpty StarEmpty StarEmpty StarEmpty StarBy -
Rating: 1/51

After making a reservation in an hotel using hotel.com by mistake a cancel the reservation within 2 minute and receive a confirmation of a cancellation without having to pay for the cancellation.
after my vacation I came back home and realize that I did get charge on my credit card and email the hotel about that, the hotel send me an email telling me that they did not charge me and that I should get in contact with Expedia.
after an exchange of email they (the hotel) finally decided to get in contact with hotel.com to tell them to refund me and hotel.com sent me an email telling me that they issue a refund to my credit card and that was 3 weeks ago and still I did not receive my refund on my credit card, today I sent another email to the hotel and to hotel.com about this and I'm waiting for a reply.
my guess is hotel.com did take my money right away and decided to play the statistic regarding people fighting to get their money back, it's just business for hotel.com to take advantage of us and get away with it.
every hotel in the world who care about their guess and their reputation should not do business with the likes of hotel.com period
better do reservation directly with hotel instead of using hotel.com imo

Replies
Cancelation And Rates
StarEmpty StarEmpty StarEmpty StarEmpty StarBy -
Rating: 1/51

BURNS, OREGON -- We had two rooms reserved for two nights. Due to illness we had to cancel so we knew due to late date of cancellation we would have to pay for the first night on both rooms. We called to cancel to receive a refund for the second night. However, they cancelled only one room, which we found out later when checking our Visa statement.

We called but they said tough luck. So we had to pay for the second night on the second room. Unfortunate that when dealing with such companies one has to also pay for their mistakes. The next time around we made reservations directly through the hotel and got better rates. We definitely will never use Hotel-Rates.com again and will get the word out the best we can to let others know about our experience.

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

SYDNEY, WYOMING -- I never use this website again. I booked a hotel through this website as part of my trip to Europe and along with at least 10 other hotels that I booked using Expedia and Agoda. For this one night booking they asked me for my passport and credit card copy to be sent to them!!!

I called them twice to cancel the whole thing as the only reason I book things online is to avoid all these silly paperwork and I booked the same hotel for slightly higher price through Expedia and asked for a price match instead. But good heavens, talking to the support call center I could not understand a word they say and they were the least helpful. Fortunately, this was a good lesson for me not to ever use this website again.

Replies
Do not use HOTEL.COM
StarEmpty StarEmpty StarEmpty StarEmpty StarBy -
Rating: 1/51

Tried to book online - had problem. Website sucks!!!! Had to call. Big mistake. Now have two reservations, same day two hotels. Asked not to charge debit card - low on funds - will pay cash on arrival. Called twice to confirm this, told ok to pay cash - card won't be charged. Wrong debit card charged. Bounced payment $37.00 NCF charge. Called to try to resolve - hung up on, play games to not refund overcharge, give voucher for NCF fee. Will use voucher to get money due but will never book with Hotel.com again.

All other take warning: do not use this service!!! Use to find rate then call hotel and negotiate deal yourself!!! Deal directly with hotel. Look up hotel phone number!!! Phone number listed on hotel.com website is not the hotel's number!!! You have to look up the correct phone number to speak with hotel!!!!

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Bad Customer Service
StarEmpty StarEmpty StarEmpty StarEmpty StarBy -
Rating: 1/51

AUSTIN, TEXAS -- The staff did not speak English as their first language. They did not understand my complaint, and did not address it in a professional manner. When I complained, they did not even contact me and listen to my complaint.

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Bed Bugs
StarEmpty StarEmpty StarEmpty StarEmpty StarBy -
Rating: 1/51

Bad News Hotel (Bed Bugs). I stayed at Hotel Ranola in Sarasota and was not very happy with the service. When I returned home I had Bed Bugs in my clothes. I had to wash everything I owned and hire a pest control company. Hotel Ranola totally ruined my vacation in Sarasota. I would never recommend anyone stay there EVER!

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1.4 out of 5, based on 22 ratings and
25 reviews & complaints.
Contact Information:
Hotel.com
5400 LBJ Freeway, Suite 500
Dallas, TX 75240
800-2-HOTELS (ph)
www.hotels.com
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