Hotels.com Complaint - Hidden Charges - Hotel Reservations
I have used this service with the following problems:
* The company used to illegally charge more for tax, arbitrarily "rounding up" to the next dollar on taxes for each day. For example, if the daily tax is legally $8.01, they would charge $9.00 per day. When I pointed out that this is unethical and illegal, they said that they were full of lawyers and did not see a problem. I complained and filed a report with the FTC, and they finally fixed the problem.
* The company currently has hidden fees/charges and will not disclose them. When I sent emails trying to find out their policy for these hidden fees (which I deduced in looking at a bill), they admitted to having fees but gave the run around and never were willing to provide information on how their fees are structured. On this issue, the typical email exchange is summarized (verbatim) below:
After the company responded by asking for the specific reservation in question despite my request to understand the fees in advance of a purchase, I wrote:
"I have made several reservations in the past (but this is irrelevant to my question). My question to you is generic and does not require a reservation. Obviously, this is basic information that someone should have before making a reservation. Again, where in your site can I find information on the service fees? When you show a final price, it shows "Tax Recovery Charges and Service Fees." Where can I break out what the taxes are versus the service fees?"
"Thank you for your prompt reply. The tax recovery charges and service fees vary amongst our hotel offerings and we are unable to list every one online at our website. You are advised of the tax recovery charge and service fee total online at the time you place your reservation and also on your printed confirmation/receipt. We apologize that we are unable to show a breakdown of this information for you before your reservation is actually booked."