"Great until you need their help then customer care is hopeless.
If hotel is not as advertised or fosnt exist there is no protection for you, the end user.
Be very aware.
"
"The only reason I started with hotels.com it was because of their advertisement of "every 10 nights booked, 1 free night would be awarded". Now after multiple bookings I realized I was not getting any points. I called the company and now they are saying that I had to register, when the advertisement does not state that. I am done with this company and its false advertisement. We will be trying a new company!"
"I went to Europe last year and booked several hotels from this website. I got a great price and had no issues. It makes me wonder if this is the same company as all these poor reviews I am reading here."
"I received a hotels.com gift card, but it wasn’t enough to cover my trip so I bought another gift card through a special sale on Amazon. When I went to book the trip they told me you can’t use 2 different gift cards for the same reservation. What?!? I asked to speak to a manager and asked her where that rule is written and she said it’s not in writing but it is a rule. I said I would have never bought the 2nd gift card if I had known that rule. She not only didn’t apologize or try to help me in any way, she started LAUGHING AT ME! It was like I was in the twilight zone! I called Amazon and they made it right on their end by refunding my money for the 2nd gift card. I used the first gift card and vowed to never do business with hotels.com again. They will never get another dollar from me! "
"The hotel price per night was $168 and there was $250 for deposit and a month later I called them to ask refund the deposit. The supervisor said that was cleaning fee and taxes so he can’t refund any money. I’ve confirmed that was a deposit twice before I stayed the hotel so I asked nicely. However, he’s keeping saying that it was cleaning fee and said I have to disconnect this call and hung up the call. All the representatives was Indians so it was really hard to understand what they’re saying and they don’t know how to treat the customers at all. I’ve used hotels.com more than 10 years but I’ll erase my account and the app."
"I booked a hotel at Marriott Hotel in Munich for Sept 22 - it say's cancellation free till Aug 18 - however after I booked it - I got a confirmation
that it's non refundable. I immediately cancelled it and they charged me 90% cancellation fee. What a scam, I called them and it say's it's hotel's
policy. HOTELS.COM IS A VERY DISHONEST, SCAM COMPANY. DO NOT TRUST THEM "
"after making a reservation in an hotel using hotel.com by mistake a cancel the reservation within 2 minute and receive a confirmation of a cancellation without having to pay for the cancellation.
after my vacation i came back home and realise that i did get charge on my credit card and email the hotel about that,the hotel send me an email telling me that they did not charge me and that i should get in contact with expedia.
after an exchange of email they (the hotel) finally decided to get in contact with hotel.com to tell them to refund me and hotel.com sent me an email telling me that they issue a refund to my credit card and that was 3 weeks ago and still i did not receive my refund on my credit card,today i sent another email to the hotel and to hotel.com about this and i'm waiting for a reply.
my guess is hotel.com did take my money right away and decided to play the statistic regarding people fighting to get their money back ,it's just business for hotel.com to take advantage of us and get away with it.
every hotel in the world who care about their guess and their reputation should not do business with the likes of hotel.com period
better do reservation directly with hotel instead of using hotel.com imo
"
"i hv booked a hotel in ayia napa cyprus through hotels.com, later i found out that agoda.com is selling it 80usd cheaper i put up the claim, they keep on mailing me for verification about my contact number and info, by the time i checked out my room, they send an email stating that they cannot verify the claim, asking me if i can go back in time and book the room for past dates and show them. i must say its a pathetic approach and i will not book through them ever again"
"I Booked a hotel for one night through hotels.com. I then realized the hotel was in a bad part of town so I cancelled through hotels.com and made a reservation at a different hotel using hotels.com. Checked in to my reservation and stayed the night. Then a week later I noticed I wasn't refunded for the first hotel, so I called hotels.com and they said they'd call the hotel to see if they'd refund me and of course they wouldn't cause they said I was a no call no show, but really hotels.com was supposed to cancel my reservation and they didn't. And they wouldn't give me a refund, even though they could clearly see I stayed at another hotel that night which I booked through them. Not to mention when I called to speak wth them about this issue they put me on hold for 30 minutes and then disconnected... three times."
"For a site that's supposed to provide a service to customers, hotels.com sure has managed to do just the opposite. I booked a bed and breakfast through their site, which was supposed to cost $129/ night. It wasn't until after I completed the booking that I saw I had been charged an additional $100. The site didn't even tell me where the extra charges came from. I immediately tried to cancel the booking, but the booking said there would be no refund issued after July 3. I made the booking on July 9. So I called customer service, clearly there must be some mistake.
After getting disconnected once and then waiting for them to contact the bed and breakfast, I was told that there would be no refund. Naturally, I was floored given the circumstances. The customer service rep said that he explained what happened to the hotel and they outright refused to issue a refund on a booking I had made just minutes before under false pretenses. I proceeded to ask to speak to a manager, and was told there is no other department that can assist me. I have never in my life experienced such an outrageous lack of competence or business savvy. "
"I booked Night Out at Calypso Bangkok well in advanced but when I went to the show location to pickup my ticket, I was told I didn't have a reservation. I have a booked and confirmed e-mail from Hotels.com. I tried to call their 800 number from Bangkok. Their automated system does not recognize key press on my phone. I tried to call their local travel agent partner, they were closed. I sent in an e-mail asking for a refund immediately. I ended up not seeing the show which is one of the attractions in Bangkok. The following morning I received an e-mail telling me a refund was issued. About two hours later when I was in the airport leaving Thailand, I received another e-mail from Hotels.com telling me that I booked trough Expedia.com and they were unable to help me. This company is really messed up. I know Expedia is Hotels.com's parent company. Stop trying to pass the blame and handle it yourself, would you? I will never be book through Hotels.com customer again."
"We booked a hotel through hotels.com on May 19th for this past weekend. We drove for three hours and upon arriving were told that the hotel was overbooked and there was nothing that could be done for us because we booked through hotels.com and according to the hotel, hotels.com books as many rooms as they possibly can without any concern as to whether or not they are full and that they were already full when hotels.com booked us. Our booking through hotels.com was the top of our budget but because we had to book last minute somewhere else, we had to pay $112 more for our two nights and when we tried to call customer service, we were put on hold forever and never got through. I then spoke to them via chat and they said "As much as we would love to fulfill your request, we just can't help you.""
"I recently booked a room at Denver Airport's Hampton Inn. The reservation was made on 5-24-17 (approx 2:00 pm) for that same evening. Upon arrival, I was told that hotel.com had actually made the reservation for 5-31-17. The Hampton desk person was very kind but advised they were already booked, and had been long before my reservation was entered by hotel.com. A desk agent in an aside told me this was not the first time this had happened
I booked this room with the understanding it was not refundable––but that was with the understanding I would be booked on the correct day and not a week later. I tried immediately to contact hotel.com but found that all three of their phone numbers (including the one listed by Hampton Inns) had been disconnected. A later check of Hotel.com reviews shows several instances of this same booking problem. When the required accommodations are already booked they simply bump it up a week.
I traveled a long distance to pick up my spouse and our four-year-old disabled granddaughter only to find we were without accommodations, which caused considerable worry and much added expense.
Hotel.com is a scam operation plain and simple.
"
"I had credit card inquiries after using Hotels.com and I started receiving spam text messages. Beware. "
"Charged twice for one night stay. "