"I made a stay at an approved hotel for rewards points and did not receive them. I sent an email with no response from hotels.com. I called customer service and was promised a credit and was never credited."
"Awful experience. Had a bad situation come up, had 3 nights booked at a hotel and they were entirely unwilling to help when I arrive a day late and cancelled my room for all 3 nights but charged me for all 3."
"I have always been very pleased with my experiences with Hotels . com. In the few instances where a problem occurred, their customer service dept. went well above and beyond their obligations to make things right with me and my family. It's convenient, has great variety, great pricing, and is very user- friendly for those of us who are not computer geniuses. THANK YOU!"
"Thanks to hotels.com it is easy to go on, get reviews of hotels in the area of interest, see others experiences which greatly helps in making the right choice for the best time during one's stay. Wouldn't use any other site."
"For the most part, I have always been satisfied with my transactions with hotels.com. I have had numerous positive experiences, but my last interaction was so bad that I will not be using the service again. I like the website, the searchability, the fact that I can find a hotel while I am on the road and feel reasonably certain that my transaction is safe and of value. What I do not like is the lack of customer service if ever there is a problem. In July of this year I booked a hotel through hotels.com while we were on the road returning from a family vacation. We were doing a bit of sight seeing and I wasn't sure how far we would travel so I didn't book ahead; I just waited until we were ready to stop for the night and searched for hotels in the area. I selected one that had good ratings and a reasonable price, booked it, and exited the turnpike looking forward to a relaxing evening with the family. There was a keg party being held in one of the rooms closest to the main office. The desk clerk told the lady in line in front of me that none of the ice machines were working and that it was not his problem to get her ice. Then he told the same lady that the internet service was not working and he would be unable to get it fixed until the morning. When it became my turn, I verified that the internet was not working... and explained that... as someone who works mobilely... I needed internet access to be able to complete daily tasks. The desk clerk said he would cancel my reservation and recommended a hotel down the street. Unfortunately, since I had pre-booked with hotels.com, I had already paid for the now cancelled room. I tried for three hours that night, on and off all the next day, and frequently for the next week to reach someone at hotels.com to get the billing refunded. If I had been able to reach someone and then been told that I could not receive a refund, I would have been upset but I wouldn't have sworn off hotels.com. Instead, I never could get ANYONE on the line to help me. I had my cell phone on hold at the customer service number that same night in question for two solid hours as I relaxed in my hotel room down the street from the one I had booked. TWO HOURS and there was nobody to answer my call, and no it was not a peak time. It wasn't even a weekend. I paid almost a hundred dollars for a service that A: was not what the hotels.com site described but B: more importantly, could not get customer service despite repeated calls and messages. I won't use the service again."
"I always check hotels.com first for hotel prices when I travel on business or pleasure. They are easy to use and reliable. Changes to reservations are easy to make and cancellations are possible if needed."
"Hotels.com has been very good to me. I somehow got a reswervation for the day after I showed up and they were so helpful and got it changed so I could stay. They have great variety and prices. The ratings are often lower then what the hotel deserves. I( use them for all my hotel needs. Keep up the good work. I can't wait to use them againj"
"Easy to use interface. New iPad app is great. Lots of discounts and love all of the customer reviews to help narrow in on a final decision. "
"Great site to get all the details for your stay"
"Fast, convient, reliable service. Thank you for your help in making our cross country trip an outstanding experience."
"Hotels.com is a must for business travelers. The tools are intuitive and very helpful in assisting us to select the right properties. By pre-paying for rooms, it simplifies the expense management process for our organization. Best of all, it is simple and easy to earn free nights!"
"I appreciate the comparative service, however I was very disappointed when I filled out all the things I needed to in order to get "welcomerewards" for a stay back in August 2011 prior to our trip and I was not credited. No one ever contacted me. I would appreciate the follow through...our vacations are special and we'd appreciate the rewards!"
"About 6 months ago I booked a hotel through hotels.com, as I have done many times in the past. The hotel was Hotel Barcelona Universal in Barcelona, Spain. I read the reviews and felt after reading many reviews on many hotels that this was a good choice. The hotel was perfect. It was very clean, beds very comfortable, hotel was in a safe neighborhood, centrally located near their under ground subway and any other transportation needed. The hotel staff at the front desk spoke English and they were very helpful when asking for directions, how much a taxi would typically charge and for recommendations on places to eat. I would definitely stay there again."
"Poor email customer service. They take forever to respond and then don't fully address your problem."
"Usually, hotels.com is a good resource when traveling out of town. However, I have two hotel points that I should have acquired in June 2011 that have not yet been credited. These points would bring my total to 9, yet hotels.com credits me with only 7 points. I have tried contacting the company twice by e-mail with no change in the total number of points. I will probably use another service if hotels.com cannot get this corrected for me."