"BEWARE, you will get stung with Hotels.com. Booked 2 rooms in one transaction, applied my discount coupon and was charged the full rate on my credit card. Sent email, no reply, called and spoke to a very rude customer service officer, didn't want to know. I requested a full refund as I didn't want to deal with them due to dishonesty. Would not give a full refund, they would only refund 71% of transaction."

"This is my very first online review. As a consumer I have never felt more cheated. My wife logged into our hotels.com account and booked a room. Upon checkout she was prompted to enter an email address to which the reservation would be sent. As she was travelling with her mobile phone she entered her personal address on which she received the reservation. Our account is linked to out home computer email address
Days after her return we noticed the stays were not recorded in the welcome rewards. Hotels.com refused to honour their rewards program because my wife forwarded the reservation to an email other that the one on our account which she was logged into to make the restvation. After calling customer service twice and speaking to supervisors I was unable to convince these people that we did in fact use out account to book the room.
Really burnt that we were cheated by this company out of points we collected 100percent through our account. "

"Appalling customer service. Sent email and got autoreply stating I would receive a reply with 24 hours. Weeks later no reply and they ignore all other email tries to them. Would not recommend them. V disappointed. "

"STAY AWAY FROM HOTEL.COM ....POOR SERVICE... NO SAVINGS
Pressured by sales person to make purchase even after I said let me call you back...here is your confirmation number....They booked the wrong day on top of it. Would NOT refund or change date of reservation. STAY AWAY FROM HOTEL.COM.... POOR SERVICE....NO SAVINGS...Surprised ???? Hotels.com currently does NOT actively participate at ResellerRatings to monitor feedback and resolve your issues."

"Horrible customer expereience. They quoted me a specific discounted rate by phone when I called to inquire about a different hotel. When I finally saw the confirmation it was for $60/day higher for a total of $240+ taxes. When I called to get corrected I was told they could do nothing about it. When I escalated to the manager I received additional apologies and an offer of $200 in vouchers, which still didn't cover their error. I will never use again."

"I have made several reservations with hotel.com and never had a problem. The hotels were as advertised and the rewards program has worked for me.
Just today I made a reservation for 3 rooms in Pacific Harbor Fiji and told them that another travel site had the same rooms advertised at a much lower cost. It took a little while, but they not only matched the rate, but beat it.

Cheers,
Martin Graf
www.sharkdiver.com"

"The girl that booked my reservation lied about the location of my room. Had to pay more for my room when I got there and took over seven days to tell me that they will not give me my money back. Paid 655 dollars to stay at a room that was not on the beach like they told me... Will never use again!!!!!"

"This by far is the WORST customer service and WORST booking policy. I was told by the booking agent I did not have to pay immediately and I would be able to contact them later to make the payment. I called back later and they told me they would have to CANCEL my reservation and TRY to rebook without ANY GUARENTY that I would get the original room that I booked through. At the time of booking 3 months earlier, I booked the last room and the hotel is completely sold out. The response, then we will not be able to cancel and rebook. I now will be charged a 3% international transaction fee on my credit card since the hotel will charge when I get there and I do not get the credit for the nights that I stay there for their reward program. I am so livid at the massive inconvenience, extra expense AND absently no care to try and help resolve the matter that I hope enough people complain and they are reviewed by ANY type of regulatory agency regarding negligent business practice."

"Do not book with Hotels.com!!! I booked a room with hotels.com and tried to cancel it less than 2 hours later and they charged me the full amount $160.00! I've spent thousands of dollars with them over the years and they absolutely refused to help me."

"The advertisements are misleading/wrong. One hotel charged up front for the entire cost, which I later learned was outrageously high. I have never had a hotel charge the full amount BEFORE you even arrive. When i discovered it I cancelled the reservation since i was three weeks out and within the 2 day cancellation period. If I had not been alerted of the transaction on my credit card I wouldn't have known. Ended up paying a $5 nonrefundable booking fee as well when it wasn't even my fault!"

"worst customer service!
They made a mistake when I specifically asked for a hotel A. They booked me at hotel B and left me stranded, just telling me to call back in the morning when I arrived at hotel A, unable to access the service I requested and paid for. Hotels.com is not charging me full hotel price for a no-show for their mistake."

"Never Ever Book any hotel from hotels.com. They crooks charged me twice for one booking and told me credit card company that he booked twice. Its been 3 months that I am disputing on that amount. Their billing department doesn't have any email id. They just have fax machines. I swear I'll never ever book hotel from these piece of junks"

"I booked my hotel online and paid in full. When I got to the hotel, they told me I was getting a lower rate than I had originally expected, so I was happy. After I returned home I found out the Hotel charged me for one night, in addition to Hotels.com charging me, too. I called Hotels.com and they said they would get back to me within 72 hours about the charges. Unfortunately, it has been over 72 hours and not a word from them. I will not be using this hotel or website ever again. It sort of ruins the vacation when stuff like this happens. Unacceptable."

"Horrible customer service. I booked a hotel accidentally using a personal email instead of my business email and they wouldn't let me add it to my credit despite having the confirmation number, dates, and all other relevant information to prove that's my email. There's no account associated with the other email I used so it's not like I'm trying to take advantage of their rewards program. Despite explaining to their customer service repeatedly, they would not budge despite on their FAQ there is instructions on how to add rewards when not logged in to your account while booking. They make no attempt to reconcile the situation despite the fact that I rightfully earn those credits."

"Hotels.com is my main go-to for almost all hotels that I book. Of course you have to do you due diligence to make sure you're getting a good price, but Hotels.com is generally right in line with all of the other major websites. The main reason that I book with them is for the four extra points per dollar that I get through Ultimate Rewards on my Chase Sapphire Preferred card. This can add up to a lot of points over time. I always volunteer to book the hotel rooms for any group even that I go on. There's a good for hotels with free cancellation, which a lot of the other booking websites don't have. However, you have to keep your eyes open on that. I recently made a booking and thought that it had free cancellation, but after going back it looks like it didn't. However, since I'm a Silver level member, Hotels.com canceled the room for me and absorbed the one night that I was committed to, which was awesome. I highly recommend these guys."