I made a reservation in a Denver hotel for June 28 several weeks in advance through Hotels.com. On the day I was supposed to check in, I got a text message at about 1:47 pm, asking me to contact Hotels.com immediately about the reservation, saying it had been cancelled. They said there was "a plumbing issue" at the hotel, which is supposedly why my reservation was cancelled. I had 2 people from out of town with me (our travel plans had been made weeks in advance), so imagine how I felt!
Hotels.com said they would help find another hotel but they quoted a $900 price for a room, which was $600 more than the room I had originally reserved several weeks prior. I told them I would NOT pay more than what I was told I would be charged for my initial reservation ($365.00).
At first, they said they would not pay the difference, then they said they would. I had a slight problem with my credit card but called Hotels.com about 2 hours later to confirm validation of my card & they proceeded to make the reservation at a new hotel. I kept telling them I would NOT pay more than the $365.00 I was going to pay for my original reservation, then the Hotels.com representative said they would cover the costs, that it would not cost me anything. This was after about 2 hours of non-stop phone calls (and the agent was difficult to understand because of a language difference).
So I was ecstatic thinking the all the phone calls, constantly being put on hold, worrying if me & my 2 guests had a room that night, might have been worth all that hassle. Remember, I was told at the end that I would NOT be charged, that they (Hotels.com) would cover the cost.
When I checked out of the hotel the next morning, the hotel representative said I didn't owe anything, that the charge was "covered." So, imagine my shock when I found a $365.00 charge deducted from my account a few days later! I would not be so upset if Hotels.com had not told me they would cover the cost but they did say they would cover it but they DID charge me $365.00! Needless to say, I am cancelling my membership and will NEVER use them again!!! You don't tell a client you will cover their cost (for whatever reason) and then don't cover it!!!
The hotel we were booked in at the last minute was sufficient & fairly clean and had free breakfast and parking, which were nice amenities. And the staff was very nice. But Hotels.com address for the facility takes you out into a neighborhood near the Denver Airport but it is incorrect!!! I had to call the hotel directly to get the correct address!
All I have to say is that Hotels.com is a rip off & should be put out of business!!! THEY (not me!) cancelled my original reservation, then they tried to book me into a hotel that cost 3 times what my original reservation would have cost, then they promised to cover it, but then did not and still charged me!!! They have horrible business practices!!! DON"T USE HOTELS.COM!!!
I recently found that someone hacked my Hotel.com account. When I logged in I received a welcome,"Hi Vicky". I also noticed that Vicky used one of my free nights. The customer service representative listened to my issues, and indicated that someone will call me in one hour. Three hours later still no phone call, so I called again. He said he was going to transfer me to someone that could immediately assist me. He lost me on the transfer. Two more times, again lost me on the transfers.
I finally found someone to talk to, but his direction was first that I must have authorized it. Then he said that he had corrected the free night which they had not. The third discussion was their computers do not make mistakes. And finally, someone will e-mail an official response in 5 to 6 hours. It is more than 24 hours later and no response.
In all fairness the site was OK when everything is working, but if you have a problem you get to really see the quality of their customer service. However, I signed up with another hotel reward program that we use the most, and I not only earn rewards faster; I booked my rooms for $6 cheaper than the best Hotels.com price. Look for better alternatives, they are out there.
MISSOURI -- I booked a hotel in Rolla, MO and it was the nastiest hotel you've ever seen in your life. There was dirt falling off the shower walls, hair on the bed as soon as we walked in so it clearly wasn't any of ours and it looked like someone spilled mac and cheese and left it on the carpet. Not including there was still food in the fridge from the previous guests and supposedly their whole place was a non-smoking establishment but it reeked of smoke.
So we clearly didn't want to stay there and I called Hotels.com to cancel my booking because I had paid before we got there and they gave me a voucher... A voucher that you can't combine with any other offer or discount. Doesn't make sense when I've already paid this money beforehand. But since I had a bad experience and have to use this money through them I can't get any discounts making it even worse. When I called to talk to someone about it they were no help and just kept putting me on hold. They also refuse to put the money back on my card or write me a check for it. If it was possible to rate this company negatively I would.
I have used Hotels.com for many years and had earned a free room through their reward program. Unfortunately my son was injured in an automobile accident and paralyzed which made it impossible to travel for over a year. I am able to travel again and went on Hotels.com to book two rooms and also redeem my free one. Well I guess the rewards expire after a year. I understand the rules but emailed customer service to explain my extenuating circumstance and thought surely they would be able to add my free room back. No they will not.
I thought that maybe after the loyalty I have showed their company that maybe they could look at my account and see that I have done a lot of business with them and credit my reward back to me. I am very disappointed at the service I received and am happy to take my business elsewhere.
MIRA LOMA, CALIFORNIA -- I made a reservation for 2 nights at a hotel but then had to cancel the reservation. I made the cancellation in plenty of time and even received a confirmation of the cancellation but the hotel never received this information and charged me $284.95 as a no-show. After many, many phone calls, Hotels.com representative told me he would submit my concern to the "higher ups."
And here is the strange part, I had the confirmation of the cancellation in my email and it was open on my tablet while I was talking to the Hotels.com representative. I wasn't even touching my tablet when all of a sudden all correspondence regarding this reservation and the reservation cancellation disappeared. Nothing else, just those. I know this sounds wacky but it happened. I now have no proof of my correspondence with them (And yes, I have checked all through my email account in every category... they're gone).
Fraudulent advertising and hidden fees in hidden fine print, then extra charges when you reach the hotel. Site advertised a cheap rate for hotel, then after booking was charged much more than advertised. Accepted that, and went on trip, upon returning home from the trip, found out the hotel had charged $100 in extra charges without ever even mentioning or providing receipt. Hotels.com who booked the site refused to help. They purposely hide the "extra Fees" in hidden fine print you can't find and wouldn't even know to look for.
POTOMAC, MARYLAND -- The story is a simple one... made a reservation, cancelled the reservation weeks before the deadline but... was charged for the 3 night stay anyway. Called Hotels.com again and this time spoke to Melvin and his supervisor. The supervisor began interrogating me.... Had I made the reservation? Did I have an email cancellation?...then after a few more hostile questions she says... "Oh do you mind if I ask you these questions? etc."
On a previous call this supervisor told me that this hotel didn't give refunds. Now the story has changed. They want screen shots of my credit card bill, more copies of the cancellation email they sent, and they want to see the cancellation policy printed on their email!
Seems like I have to do a bunch of work for their mistake. Their phone skills are horrendous. So, now is the time to contact some board members... The negative YELP reviews are abundant. Should I Go online and get the director of Customer Care for Hotels.com phone and email. I'm pretty sure they don't care at all about the average person's experience and the sloppy work at Hotels.com.
We will never use Hotels.com again, and neither should anyone else! We booked a hotel through Hotels.com that did not have a check-in desk, so we needed to call to make arrangements to check-in. The hotel did not answer their phone or return any of my many messages for 3 days, so I contacted Hotels.com to cancel. I never got a response to the online instant messaging on Hotels.com.
I spent over 2 hours on the phone with them, being transferred around to 6 different agents/managers, I was hung up on twice, and they kept trying to charge me an 80$ cancellation fee! It's still not resolved. If they try to charge me, I'll have my credit card deny the charges, which is what I should have done from the start, if I had known how difficult this company would be.
DESTIN, FLORIDA -- Recently; I rented a beautiful 2 bedroom 2 bath spacious condo at Sundestin through Hotels.com. Once we arrived the unit was nothing like the pictures. After complaining the Resort said I needed to call Hotels.com because I did not call the hotel directly. Both Bathrooms were so small you had to stand in the shower prior to opening or closing the bathroom door. Also there was no washer and dryer in the unit like the website noted. After calling Hotels.com they said the Hotel was not picking up their phones so they could give me a 100 dollars. The cost for 3 nights were almost 1,200 dollars
I made a reservation for 3 rooms at Baja, Mexico through Hotels.com. When I arrived at the hotel I was told that 2 of my rooms reserved had been cancelled by Hotels.com. After trying to get on the phone with them for an hour I was unable to so I had to pay for three additional rooms at the hotel. When I came back to the states I contacted them and told them my situation. They were really sorry for what had happened and told me I would be getting a refund for the full amount.
It has now been 2 months 3 days and about 10 phone calls to them averaging an hour on the phone. Still no refund. Managers can't refund the money and there appears to be no one capable to refund the money. They keep stating that the billing department will get back to me within 72 hrs. and like I said above it's been 2 months and no refund. To make things worse I've spoken to three managers and even they can't seem to get it right. This company is worthless and useless. I will not be using them anymore and will spread the word of their unprofessionalism.