"Terrible
.



I wish there were minus stars. Hotels.com is the worse service I received in while from anyone as far as I can Remeber most like ever in my life. I booked 2 rooms with 2 double beds and paid for it with my credit card. I received a confirmation with the address of the hotel. I get to the hotel and they have record for the reservation what so ever and they had no two rooms available with two doublebeds what so ever. I called customer service at the www.hotels.com and after 20 minutes in hold I was able to speak to someone. After explaning him the situation he told me to hold because he was going to figure it out what was going on with the everything. After another 20 minute in hold he came empty handed and had no answer for me so he ditch me by saying that someone was going to call me back with a resolution in 4-5 minutes. After 35 minutes I called back and started complaning about the bizarre service that I was getting from their company and they told me that will conect me to the manager by putting me in hild forever I waited over one hour in hold and no one answered me. Here I am it is closing 11 a clock my wife was calling other hotels and no one had any rooms available. The are the worse company in the world I will never ever purchase their service again and will look fowards to sue them and get even with them in any and every way.


Read more: http://www.rateitall.com/i-864866-hotelscom.aspx#ixzz1T7dbkNzQ"

"Reserving a room is confusing. Sometimes you prepay, sometimes you don't. When I checked into my latest hotel booked through hotels.com, I was charged for the room. When I got home, I found out that I had prepaid for the room, at a rate 20% higher than the hotel charged me. I contacted the hotel and hotels.com. I received an automated email from hotels.com acknowledging receipt of my email. I ended up resolving the overpayment with the hotel. I never heard another word from hotels.com. I realize it's not hotels.com's fault that the hotel charged me for a prepaid room, but I am concerned about two issues. The walk in rate was 20% lower than I paid and hotels.com ignored my issue. The customer service concerns me. What will I do if I run into a reservation problem? I will not use them again."

"I used to use expedia exclusively but hotels.com's "book 10 nights get one night free" campaign really won me over. I book hotel rooms all the time for my company and saving $150 every so often is better than not.

Besides that they have GREAT prices. Often I have called to see if a hotel has openings and they price per night is over $200. I go on hotels.com, search the same hotel and end up paying avg $130 a night for the same hotel- same days.

I always read the cancellation policies carefully because sometimes the reservation cannot be changed but what I appreciate is many times it can be- unlike expedia.

I haven't had to deal with the customer service- I try to avoid that anyway but- as long as I read all of the fine print and don't ask anything outrageous I'm hoping I won't need to. "

"Booked RT flight to LA from NYC back in 2005, had no issues."

"Horrible Horrible Customer Service. I had originally booked for 5 nights. I then called up 15 days prior to my stay and checked if it is possible to change from 5 nights to 4 nights. If it was not possible, I would not have done it. But the Rep said yeah that is possible, when I arived at the hotel they had changed the original stay to 3 nights and still charged me 5 nights rate on my credit card. Had a tough time explaining this to the customer rep. Spent like 2 + hours on the phone.

Months after leaving, a credit card charge shows up on the card for the hotel I stayed saying that 4th night charge was denied by HOTELS.COM.

Well that was not my fault, to begin with.

Will never do any transaction with them.
"

"Had a bad customer service experience with hotels.com. At first they told me I will get 500 AA frequent flier miles if i booked with them. After I booked with hotels.com, they told me they can only credit the miles after the stay has finished. After the stay has finished they are telling me I have to stay a minimum of two nights to receive mileage credit. When I called them, the representative admitted that they gave me false informationm but when asked to speak to a supervisor they put me on hold for 10 minutes and then simply hang up on me. This is the third time I was calling about this."

"Do Not Book Through Hotels.com!

A week ago I logged into my hotels.com account to book a one night stay in Evansville, Indiana. The website did not work. It kept locking up. I finally called a customer service rep. He tried to help, but ended up booking me twice for the same room. He said he was transferring me to another customer rep who would remove the extra booking. My transfer landed me on an automated menu. I heard no good option, so I held out for a person to come on the line. I was eventually dropped.

I called back waited on hold and asked for a manager. Amy listened to me for a couple of minutes and then hung up on me. The next manager I spoke to, after another lengthy wait on hold, promised to have the overcharges removed within two hours. When I checked my bank account online later I found THREE charges for two bookings -- this when I only wanted a single room for a single night.

Now, after having invested over three hours of my time, my account has been triple charged, I have had a customer service manager simply hang up on me, another promised to fix the problem within two hours (five days ago) and every email I send gets ignored aside from the confirmation email that lets me know that my message was delivered. This is apparently not an indication that any of my messages have actually been read by hotels.com or travelnow.com.

I am in the process of filing a fraudulent claim through my credit card company against hotels.com and travelnow.com in order to try and recoup the money they have stolen from my account.

Hotels.com eventually refunded two of the triple charges for this booking. It took about two weeks for me to get my money back, numerous emails and phones calls. An enormous stressful time suck. Later they offered a $50 voucher for my next booking (as if at this point). I responded that $50 was nearly enough compensation. They raised it to $80. Tired of continuing to deal with this issue, I accepted the $80 offer.

After four weeks, the voucher arrived -- for $50. It almost seems like they are toying with me at this point. Also, get this, I have to pay for my stay and then submit the voucher and it could take up to 30 days to get my refund. Yes, they are definitely just messing with me.

My advice to anyone out there booking a room -- try someone else (assuming you do not enjoy aggravation. For those with a masochistic bent, I say Hotels.com!"

"I had a horrible experience with Hotels.com on this transaction. There was no warning that it was a pre-paid reservation; there was no review of final charges until AFTER they had dinged my credit card and when I immediately cancelled it they told me it would take a week for the funds to go back into my account. Throughout the 5 calls I had to make (they refused to call me back) to get the funds credited that day, I had to explain the same information over and over again. Finally they gave me an authorization number that they said would allow my bank to credit the money back immediately--which the bank swears has no bearing on returning the money. Never expect custoemr service from Hotels.com."