"I hope nobody will use hotel . Com for reservation .
The service is horrible. They have trap for costumers to get additional money.
My experience with them cost me about additional 500$
When I booked hotel it was reviewed as 4 stars and price for room was 389$a night
When I arrived the hotel look old and Not taking care of. Obviously the price seemed to high for this type of hotel ( more looking as motel).
I checked prices directly with hotel and price for the same Deluxe corner room
was 243$.
I was very surprised.
The check in clerk explained to call hotels.com and discuss changes starting next day,4/12
When I called and confronted company the explained me that I had to call 24 hours before to discuss price and disagreed to change price to appropriate to this hotel in 24 hours.
They offered to me free voucher to book next time . I declined because I will not ever to book anything to them.
The have bad business,dishonest and no integrity.
The hotel have price much higher than really cost.
I cannot say it is very clean. "

"Since 2009 I have booked every hotel through Hotels.com. Went to login and use our free hotel room we earned last July 2016 (this was written on 3/28/2017). After talking to numerous people I am informed it is my fault they closed my account (due to inactivity, last stay was 8 mos ago) and the best they can do is give me 2/10 stays towards a free hotel. I still have the email they sent saying I was earning stay 9/10 so my next hotel was free. I called back a second and third time and finally someone was willing to at least act like they cared and said I will hear back in 72 hours. Either way done with Hotels.com and would suggest if you use them to look at alternatives.
"

"Today on February 9, 2017, I visited the Hotels.com website to book an all-inclusive trip to Cancun for myself and my family. I located the trip I wanted and proceeded to check out. After entering all of the necessary information I was given an error message which stated “Sorry, there’s an issue with the payment information below” but I received an alert on my phone from my bank (Chase.com) notifying me that hotels. Com had charged me $1,748.26. With that, rather than try to enter my card information again and have it charge me the incorrectly as it already had, I decided to call hotels.com ***-***-**** for further assistance (I also checked my email and had not received anything regarding my trip). I began calling at 12:16pm and was transferred back and forth to several different representatives. When speaking to Bob I explained the ordeal to him and he expressed that there was no reservation in the system for me. Completely aware of that, as I had not received a confirmation email, I proceeded to remind him of the charge to my account and was told that I would have to call my bank to follow up with them. That’s a very frustrating and alarming thing to tell a customer. I work very hard for my money and to have something just happen like this with no hard answers or supportive reassurance is very upsetting. My call was simply to make sure that I could complete my booking before the price changed. With Bob unwilling to help me I asked for a supervisor and was then put on hold for 47 minutes. I was then informed by Bob that I would be transferred to Reign (Supervisor)……. I was hung up on abruptly. I then get a call from my husband that he had received a call from Reign on his cell phone (they must have had some kind of booking information on us then, since they had his number) and that she would be calling my office. I received her call and did explain the situation to her, by which she asked me for the phone number on the back of my bank card and said she would place me on hold to contact my bank. I then asked her what would happen with the trip I wanted to book, as the price had already changed on the website and she informed me that it would be prorated. When she returned from contacting my bank she expressed that I would need to contact them. At this point I just didn’t care about my bank or the fee any longer, I just wanted to get the trip booked and taken care of first and foremost. Reign asked me for the trip information and I did provide her with the details and was then hung up on once again…..When I called back I asked for Reign or any supervisor that could pick up where we had left off and I was transferred to Sophie. I tried to explain the situation to Sophie and informed her that I had just spoken to Reign who was helping me book my trip and was going to prorate it, since I had tried to book it this morning and with being on hold for so long and disconnected so many times that now the price was different on the site. Sophie stated that she could not help me with any of that, when I asked to be transferred back to Reign or another supervisor whom was willing to assist or at least willing to listen to the entire dilemma that I had been subjected to today, with hopes of rectifying it she simply stated “I can’t transfer you and I am the highest supervisor here, there is no one else”. I explained that I would prefer another supervisor and if hanging up and calling back was what was needed since she was set on “I can’t transfer you” then so be it. I said I’d call back and did just that and much to my surprise I get Sophie again. Now what are the odds that I would get the same supervisor twice when she had just explained that she could not speak to Reign for an update on my situation or what exactly Reign was working on since the calls go to different locations.

I am a person that travels several times a year and this is the first time that something of this nature has ever happened to me. I too work in the customer service field and I know for a fact that there is always a higher supervisor, manager, director, vice president and so on. There is also always a resolution or common ground. I’ve spent many hours on the phone today with customer service (12:16-2:36pm) and have never felt more disrespected. I contacted Hotels.com to make planning my family vacation easier but instead was turned off from the very start of something that should have been so pain free, convenient and downright easy. It goes without saying that I will never again utilize this site and I will make sure everyone I know avoids this major headache as well. There are countless competitors’ out there and your customer service representatives should strive to keep their customers happy and to keep the respect level high straight across the board.
"

"I made 2 bookings, was charged for 2 bookings, received confirmation #s for 2 bookings. Now only 1 booking exists. I spent over an hour on hold with customer service, spoke to 4 people, trying to get either the booking I paid for or a refund. No one was able to help and I was told no one who could be reached by phone is able to access payment info. I was told I need to submit proof of purchase in order for them to investigate (which I did).
Also, now when I try to cancel the existing booking (which is supposed to be a free option based on the purchase method I chose), I receive error messages and cannot cancel.
Stay away, they are crooks! I wish I had known before I dealt with them that they are owned by expedia--it's no wonder!"

"I was investigating a deal that they had advertised. I entered my information to log in. After logging in the site asked me if I wanted to cancel my reservation. I had not made a reservation and was seriously interested in booking the room after I found out what the total was going to be. It then took me to the screen where you put your name and contact info in. When I clicked "next" it gave me a confirmation page. That's the page where I found out that my reservation was non-refundable and was suprised to find that my reservation also had $111.75 of "tax recovery charges and service fees."

I immediately called (11:50AM) the customer service number on the screen. Lemon, the customer service agent, told me that there was nothing she could do for me since their entire reservation system was down. She asked me to call back in 2-3 hours. I told her that this was a time sensitive situation since I was forced to an erroneous "non-refundable" reservation and that it probably needed to be handled immediately. She insisted that there was nothing that she could do until their systems came back up. She was hopeful that they would be back up and running in 2-3 hours.

I called back at 2:40PM and the customer service representative had trouble understanding my issue. After several minutes of explanation, she finally seemed to understand what my issue was and she put me on hold for 27 minutes while she called the hotel to have my charges reversed. She came back on to tell me that the hotel would not refund my money because it was a "non-refundable" reservation. I told her that I was aware of this, and that this was a big part of my concern, especially when I called immediately after the transaction went through at 11:50 this morning. I asked for her name, at which time she put me on hold again to ask her manager if she was allowed to give me her name. She came back on the line several minutes later and then must have "accidentally" dropped my call.

I pulled over and called hotels.com again and spoke with Joe. He was unable to tell me the previous agents name who had helped me on my case because "her" name was not listed anywhere in the notes on my account.

This experience was a total disaster. Hotels.com is completely willing to cancel my reservation and keep 100% of my money. Furthermore, they are unable to tell me what the $111.75 tax and fees breakdown are. It appears that their quirky website, their reservation system failure, and their inability to communicate are 100% my fault. I don't think I can afford to continue doing business with hotels.com."

"I booked with them but when I arrived after eight hours of driving they couldn't find my reservation. A quick conversation with the hotel let me discover that they had booked it for the next weekend and there was a cheerleading convention in town.

Not only did they have every room at my hotel booked but at the surrounding hotels as well. The person working the front desk knew *before even looking* that I had booked with hotels.com. She informed me that it is a regular problem. If they are booked up then hotels.com will book you for the next weekend. Then they try to upsell you an exorbitant last-minute room when you call too tired from your trip and away from a desktop where you can find an easier solution.

Surprise, surprise. When I called she was "coincidentally" spot on. They said they could get me a room for five times my original booking price.

Never, ever use hotels.com. My opinion is that they are about two steps below the guy selling watches out of his trench coat at three am in a dark ally and about half as trustworthy. Save your money and book elsewhere."

"I made a reservation on Sunday, June 5th. The reservation was never forwarded to the motel so when my husband got there there was no rooms to be had. He had to go into the next town to find a room. I contacted Hotel.com and let them know what happened, mainly because I didn't want to get charged. I received an email telling me that the motel was charging me any way so I needed to call them. I did. The motel had no intention of charging me. Bottom line is Hotel.com took no responsibility for their screw up and tried to put it on the motel. I never even received an apology."

"Worst booking experience of my life. Never again. Refused to change dates of a booking when a tragedy threw off my plans. I even offered to pay extra for the one night but no dice. Screwed me over and made me pay for a night I won't be able to use and stranded me with no room the day of a tragedy. HEARTLESS AND WORTHLESS, GO ELSEWHERE."

"I recently made a booking on this site and when the email confirmation came through (approx.) 12 hours later, the dates were incorrect. I immediately called to have it corrected. The agent checked and said the new dates were available and I would be able to change for a different rate (which was fine with me). She put me on hold to contact the hotel but was unable to reach them at the moment so she would call me back when everything was confirmed with the hotel. 7 hours later still no call back, so I called and was then informed the room was not available and I would not be able to make the change. My only option was to keep the reservation as is or cancel for a fee of $170. Since obviously the wrong dates would not be work for my travel I would just have to accept the charge. What is most peculiar was that I checked online the next day, and the same exact room for the dates I wanted were available. Hotels.com makes a simple booking complicated, it is much easier to go through the hotel directly. From my past experiences, I have never had so much trouble with changes to a reservation when booking for myself and business associates. The hotel tends to have a higher value of customers than that of hotels.com and it is not worth the discount you may or may not be receiving."

"My wife and I made a reservation for a night out and the next day had to change plans because of an unexpected vehicle breakdown. Tried to cancel and was told that we couldn't cancel because we were a late reservation. I mean the next day I called to cancel. They wouldn't listen and told us that either way they were getting their money. So I wont be using hotels.com again. Especially when there are better sites out there. Use at your own risk!!!!"

"booked thru hotels.com and had change of plans. called hotel and they approved the refund. tried through customer service at htels.com to get refund (hard to find someone there with moderate english comprehensive skills) and was unable to get a refund. lost $266 on booking. after research found they were no cheaper than direct booking with hotel. what aa scam!"

"Supervisor unable to explain a $59.. taxes and fee add on for a 3 night stay at a Madison, Wi. hotel. Hotel said it should be half that. Will never book with them again. Check your itinerary before you lose your money."

"This is one of the worst companies I have ever dealt with, would highly recommend everyone stay away from dealing here if at all possible. Not sure where to start but have had difficulty with reservations where I was charged twice and they refused to reverse, took multiple calls and finally dealing direct with hotel to get the situation resolved and my credit card refunded. Also, they have not given me credit for nights stayed even though I have the confirmation numbers and the hotels themselves have confirmed. They are absolutely no help with any customer service issue and, if you make any change to a reservation, they call it a cancellation and take away the reward night even though you actually stayed there and have confirmation #'s etc. If it is unavoidable and you have to deal with this company for whatever reason, please make sure everything is perfect the first time as you will definitely be out of luck in trying to resolve any errors or omissions"

"This was the worst experience I have ever had booking anything I will never use this company again. It has been a very unpleasant experience the hotel would have refunded my money but becase I used a third party they wont refund my money three weeks in advance! I will never book with them again. Horrible horrible customer service they wouldnt work with me at all! Horrible experience."

"i have been using this website for a year. I have 3 days of free nights but can never use them when I try. They have messed up my reservbations several times and their customer service bounces you around India and the Phillipines for hours trying to get corrected. I will never use them again!"