Hotels.com Complaint - Hotels.com has misleading policies and poor service
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 you 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!
Quoted from their website:
No Hotels. Com Change Or Cancellation Fees
Hotels.com has waived its change and cancellation fees for lodging bookings. You can change or cancel your lodging booking online or by calling (800) 297-4120. You may still be subject to change and cancellation fees that our lodging suppliers impose and require us to pass on, as indicated in the rules and restrictions for the reservation. Valid only for lodging bookings made after May 17, 2007. Fee waivers are applicable only to Hotels.com change and cancellation fees. Hotels, vacation properties, condominiums, bed and breakfast and other suppliers may impose their own change and/or cancellation fees. Change and cancellation requirements and penalties vary by supplier. Check your booking confirmation for details. To change or cancel your lodging booking, go online or call (800) 297-4120. The Hotels.com fee waivers may be discontinued or modified at any time. These terms and conditions may not be changed by any unauthorized person, including employees of Hotels.com.
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!