"For the savings of a few dollars using Hotels.com is definitely not worth the headaches. If at any time you have issues with the dates or changing reservations there is always a catch, and if you have to cancel you are screwed. Under no circumstances will you ever get your money back if you cancel after the cancellation date. We previously had a family emergency and had to cancel a 1 night stay, and when I asked if I could cancel and get a refund, Tom from Best Western told me that anyone could say that and you agreed to this contract so we will not refund your money, pretty much SOL. I called again pleading my case,they blamed it on the Madison ,WI Best Western and Best Western blamed it on Hotels.com. What a farce. You also cannot shorten any stays, If you make reservations for 3 days you are paying for 3 days, no if ands or buts! From now on we will contact the hotels ourselves and pay the extra couple bucks to ensure no headaches. This is a racket that most people are not aware of and don't know about the fine print. Thats where they get you. Beware!
Also I tried to write this review and they blocked my email address and I had to create a new email address so I could inform everyone else about how poorly Hotels.com and Best Western treated us. "
"Website booked wrong hotel date, then they charged me for a that mistake and told me I could not be reimbursed. Then charged me extra. I utilized the hotels.com app and website to book my 3 hotels in Germany and Austria. The website was acting up and booked my hotel stay at the Munich hotel for the wrong date. I originally booked all of them on August 19th. When I contacted hotels.com hours before my flight took off for Germany on September 1st, 2015 they told me that I would have to still pay for the night that they accidentally booked for me (due to website error, even though the policy for the hotel is free cancellation up until 9/6/2015) they then told me that I would have to pay a higher amount for the hotel since I was re-booking for a different date. I asked to have it refunded and they said no and would only offer me $25 off a next booking. I then asked to speak to another representative. When I spoke with the next woman she stated that they could request a refund and that she would be able to do that but only for the lesser amount. They could not refund the difference in the two hotel stays. I was assured by her that I would get an email confirmation of the refund but that it would take a few days to process. I called again today 9/15/15, two weeks later as I still had not received a payment. I had called yesterday and they said that they would have to contact the hotel to get a refund. I received an email today from the billing department that the hotel could not be reached and that hotels.com would not refund me because of this! When I finally talked with someone today I waited on hold for over 40 minutes. I asked for a supervisor once again and she was eventually able to refund the $85 amount that I was originally charged (or so she stated but also said like the other woman, that I would have to wait 3-7 business days for it to appear in my account). The would not refund the more expensive hotel even though it was the website's error, not mine. My issue is that they are telling you they cannot refund you but the website for the hotel says they have a free cancellation policy AND this was their website error. I also have an issue with only being refunded the original amount I booked the hotel for. Had the website not booked the wrong date, I would have been charged the lesser amount. Because of their error, they charged me the higher amount. This is unacceptable. I also had an issue with the original hotel I booked in Austria. The hotel emailed me directly that they would not be able to accomodate me because they were overbooked. I contacted hotels.com and the first person I spoke with stated that they could book me a new hotel but it would be whatever they chose. If it was more expensive I would have to pay the difference. I finally was able to speak with a different associate that told me that was not true, they would book a comparable hotel that I agreed to and the difference would be payed by hotels.com. My total amount I would have originally been charged was $117. Hotels.com however charged me $135 for my hotel. I told them that was unacceptable but that has not been changed either. This has been a terrible customer service experience for me and extremely time-consuming and stressful trying to work it out hours before leaving on an international foreign trip and then a week after I get back STILL trying to work it out. I feel that this business is told to not give refunds no matter what even if it is there fault, and that they make it extremely difficult to recieve refunds. They are unaccomodating and unhelpful. I waited on hold 40 minutes to talk to someone in refunds but when I contacted to book a hotel I got someone immediatly and asked for them to transfer me to refunds. That is ridiculous."
"Hotels.com is a rogue site that rob you of loyalty nights by dubious means."
"I booked a stay at the Tweelwonen Kaagresort through Hotels.com on 6/25/15 and received a confirmation email from both parties the same day. On 8/12/15 I received an email from Tweelwonen Kaagresort stating that my reservation had been canceled. I called the resort that day and the individual that I spoke with informed me that someone else had already booked the apartment before I had, and that was the reason they canceled my reservation. I asked how I was able to book, and pay in full, for an apartment that was unavailable and was informed it was "a computer glitch". I informed this individual that my credit card had already been charged the full amount of $1033.82 and that I expected a full refund. He stated that that would not be a problem and my money would be refunded within seven business days. On 8/24/15 (eight business days later), I had not received any refund and attempted to contact Tweelwonen Kaagresort. I was unable to get anyone to answer the phone and there were no voicemail services. I then contacted the billing department at Hotels.com. I related the above information to the billing representative who then placed me on hold while he tried to contact Tweelwonen Kaagresort to verify their cancellation. He was also unable to get anyone to answer at the resort and told me that he was forwarding the information to the accounting department. The representative said that someone from the accounting department would contact me within 72 business hours to resolve the issue. On 8/27/15 (72 business hours later) I still had not received my refund and had not been contacted by anyone at Hotels.com. I again called the billing department at Hotels.com and again related all of the above information to the representative. She placed me on hold while attempting to contact Tweelwonen Kaagresort, again to no avail. She stated that she would forward all of the information to the accounting department for resolution and that I would be contacted in no more that 72 business hours. When I informed her that this is exactly what the last representative told me, 3 days ago, she assured me that someone would "definitely" contact me within the next 72 business hours. She also stated that she was going to cancel my reservation in the Hotels.com system so that I could be refunded 50% of my money. I expressed my concern that I feared if she canceled my reservation I would never receive the other 50% of my refund due to the resorts cancellation policy. She assured my that she had thoroughly notated all of the above information and that I would have no problem obtaining the remainder of my refund. On 8/31/15 (3 business days later) I still had not received the remainder of my refund nor had I been contacted by the accounting department. Yet again I contacted the billing department at Hotels.com and related all of the above information to the representative. He again stated that he would forward the information to the accounting department and that I would be contacted in the next 72 business hours. Well, I know this next part is going to come as a shock to you, but on 9/3/15 (3 business days later), I still had not received the remainder of my refund nor had I been contacted by the accounting department. I called the billing department again and explained the entire situation again. The representative assured me that the accounting department was "working on it" and would contact me in the next 24 hours. I then pointed out to this individual that I had now been waiting for someone to contact me for the last 168 business hours ago. He stated that he was "sorry for the inconvenience", but that there was nothing more that he could do. It has now been 48 hours and guess who I have not heard from? Do not book anything with Hotels.com! "
"8/11/2015 We booked through hotels.com only to find out when we arrived at our hotel that hotels.com booked it for the wrong date ..actually wrong month. The hotel had one room left that we had to pay for "AGAIN" and said we would have to take the matter up with hotels.com. We did just that only for hotels.com to tell us there was nothing they could do about it. Hotels.com wouldn't even cancel the reservation still a month away that THEY had errored in booking in the first place! For those out there thinking about booking through hotels.com my advise to you is to PLEASE DO NOT. They took our money...$70.28 and we got absolutely nothing for THEIR booking error! Customer service was not located in the USA...imagine that! "
"We booked through Hotel.Com three bedroom at Lungomare hotel, In Riccione, Italy, 3 rooms for 6 night starting 03/08/15 (non refundable) and we found out that they booked us (non refundable) rooms that are not available, and when I talked to them they were not able to cancel it
They gave our credit card detail to the hotel, and the hotel charge our credit card for the full amount ,
Hotes.com could not stop this payment, they just kept calling the hotel !! and I am loosing the money "
"WORST customer service, I'm sure my review will make no difference, because the employees do not care they have no respect for anyone not even each other, they can easily make horrible remark about a previous supervisor or sales person.In order to make them selves sound more professional. HORRIBLE HORRIBLE customer service. I will never use hotels.com again."
"Bookings for around April 1st 2014:
Booking was a breeze, but apparently sometimes some hotels charge extra fees when you show up at the front desk that are not displayed on the Hotels.com website. The feature I like the most from them when ordering is the mapping of the hotels based on some filters other websites don't have.
Email customer service is prompt and courteous, they get back to you in less than 24 hours.
I made an error and when I called them up, the hold was not long, and the representative would work to help me out even though I passed the deadline and it was my mistake.
I am happy with them."
"I reserved 2 business suite rooms for the weekend using hotels.com. this room was chosen for the 2 beds plus sleeper sofa. given the combination of people we had, this was the best choice. upon check-in, we were given a room with 2 doubles. when we questioned the staff, we were told that this type of room doesn't even exist at their hotel. we had to fit a cot in the room. At least the hotel was nice enough to comp it. they weren't fans of hotel.com either."
"I think the service is great every time it is also very convenient and fast. I will definitely use them again."
"Do not use Hotels.com. I had made a reservation in March 2015 for a stay in July 2015. Only by chance did I find out that the reservation had been canceled. The short version… Hotels.com was telling me that the hotel (Hampton Inn) canceled the reservation, Hampton Inn saying Expedia.com (hotels.com affiliate) had canceled the reservation, and then hotels.com said the credit card company could have blocked the reservation. I think I had a total of 8 phone conversations trying to get this resolved. I do not have a reservation for the 2 nights I need and hotels.com did nothing to resolve the issue, they didn’t even take responsibility and owning the mistake. The customer service agents and one of the supervisors at hotels.com where generally nice, but one supervisor did not have any customer services skills what so ever and even told me that he is the highest level supervisor/management that customers can speak with (find that hard to believe, but who knows with this company). Hotels.com did nothing to help me solve the issue that they caused except offer 10% off another booking at a hotel that would be almost double the cost of the original reservation, no thanks.
Book your hotel rooms through the hotel directly, you will get better service.
Do not book travel through Hotels.com, Expedia.com, Hotewire.com or Venere.com.
"
"I will never use this business again and I would advise anyone else to do the same. I booked a hotel in Nice, France 8 months prior to our trip, because we were going there for a special event and knew that reservations would be very difficult to get. Once we arrived there were fire trucks and police blocking the entrance, hoses were all over the front of the hotel, there was no electricity, no representative to talk to, no where to park, because the garage wouldn't open. I walked three blocks to try and find out what was going on and they had no one to give me any answers as to how long it might be. I had a disabled person with me and I needed to find a place to stay. I contacted hotels.com and spoke to a supervisor who could not reach the hotel or find me an alternative, I ended up having to find a hotel and then pay three times the amount. Hotels.com assured me that I would get a full refund as soon as they were able to contact the hotel. However, they instead wrote me an email saying I would be charged for one night. I tried to speak to them again and they refused to give me a refund, blaming the hotel. Well, I think if you ask us to pay for a hotel in advance, but won't stand behind what you represent you are completely incompetent and dishonest! "
"I should have come here first before booking this reservation. They deserve their 0.64 rating. They booked my room without even checking that the room was still available, they took my money, and then told me that the room was not available.
When I tried to cancel, they told me that they would charge me a cancellation fee "per the hotel policy." Excuse me, I did not even get a room at the hotel, how can you possibly charge me a cancellation fee?
Even after repeatedly expressing my displeasure at this ridiculous policy, the representative explicitly stated that there was no alternative. At this point, I'm so incensed that I tell her that I will file a dispute with my credit card company and that I demand to speak with her supervisor about this horrible business practice.
She placed me on hold and came back after a while and said that they will be cancelling my reservation without a fee, as if this was supposed to make my happy.
They are thieves, please stay away from Hotels.com. "
"We will NEVER EVER EVER use Hotels.com again! I used them to book our 1 night stay in Atlanta, and they charged us $113 for the room, but when I had called the hotel itself with a question, they told me that the room rate was $84. When we called Hotels.com to figure out the situation, they informed us that we weren't supposed to know that the room rate was really only $84, but they were going to issue us a refund for the difference. Okay, that's shady enough, but then when we got to the hotel, even though they saw that we booked through Hotels.com, they ended up charging our debit card upon check-in! We only found this because we checked our banking account that night. So we went to the front desk to straighten it out, and they told us that they would issue the refund and it would appear in 3-5 business days. Well, today my husband checks the bank account, and we were charged a SECOND time from the hotel for the room! So a total of 3 charges from the room for one night!
When we called the hotel, they explained that it was because the account that Hotels.com used to pay for the room was DECLINED, so that's why they charged us at check in. Then they saw the refund, so they charged us a second time. So after a bunch of phone calls, we were refunded from Hotels.com, and only one charge from the Holiday Inn Express should be left. I feel we should have been compensated completely by Hotels.com, but apparently, they can't even afford their own bills! So friends, do yourselves a favor and learn from our mistakes and book from the hotel directly before you use Hotels.com."
"Hotels.com booked me at the Grand Canyon Inn instead of the Grand Canyon Caverns Inn, which is 100 miles away. When I called to cancel my reservation, Hotels.com refused to issue a refund due to their mistake and was rude to me on the phone."