"Hotels.com can have decent pricing, but my last trip proved it was not worth the consideration. For me, I experienced a website error which caused a major booking issue. While finalizing booking, I received an error message and no confirmation. I tried again and got finally confirmation, which I saved. When I checked into my hotel, the receptionist said I had purchased 2 rooms.
I called hotels.com, thinking customer service would be able to help.
Dealing with hotels.com customer service was the worst experience with a service business in years. I was on my first call for 40 minutes, most of the time on hold or being transferred. The call ended when I was put on hold and forgotten, then the call dropped. REALLY! I had to call again, this call was 30+ minutes. The initial customer assistant could not cancel my 2nd room, so I had to go on hold again for a supervisor. The supervisor did cancel my room finally. I told him "thank you for fixing my problem, however, I did not believe this was a reasonable customer service experience". The supervisor made no attempt to keep my continued business, so I will indeed move on to other providers.
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"I travel weekly for my job, and sometimes am not given word on where I'll be working out of until a couple days before. I usually book Wyndham Rewards hotels, so I can accrue points - but it had nothing available in the area I was staying at. Decided to see what other options there were on hotels.com and happened to see a couple Wyndham based hotels that were showing unavailable on my end. Probably should have booked directly with the hotel at this point, because I'm in a pretty frustrating position. I usually book a couple days extra just in case - because usually when I booked Wyndham, they only authorize the card, and don't charge me until a couple days after I check out. So when I booked with Hotels.com, I learned after I make my reservation that they charge IN FULL. Not what I was expecting, and it put me in a poor financial position for the week. Decided half way through the week I didn't need the extra days, called Hotels.com and they won't refund you unless you confirm with the hotel that they'll refund you. It sounds like a big hassle, so just to alleviate potential stress I'm staying the couple extra days. I'll probably book one more time with these jokers to get my free night stay on their WelcomeRewards (I wonder what the options will actually be? Anything up to a decent amount or whatever is cheapest?) After that, I'll never use them again."
"It is six weeks since I cancelled my reservations by the required deadline and I AM STILL NOT ABLE TO GET THESE PEOPLE TO RELEASE MY $2500. i would NEVER use this company again."
"Grossly overcharged!
A few hours after booking with Hotels.com found the same hotel, the same room, for the same dates on Orbitz.com for about $200 less.
Hotels.com refuses to refund me.
BE AVARE: THESE CROOKS RIPPING CUSTOMERS OFF !!!"
"DO NOT EVER use Hotels.com to book your reservations. the company is such a fraud and their promotion to get a free night is such a scam. they do not tell you whatsoever on the phone or on the website that if you have inactivity on their website for a year, that you will lose all of your rooms that you have paid for previously to go towards a free room. I had 9 nights that I had booked with them and was waiting for a 10th so that I could get a free room. but I have been busy with my new home for the past year and have been unable to travel. they just sent me an e-mail saying I better book a hotel in the next month or I lose all of those 9 nights that I have previously paid them for. when I called them on the phone, they had not a care in the world and told me they had sent me an e-mail before about this. I never received any other e-mail from them and even their supervisors were totally nasty to me on the phone and could care less. There is nowhere on their website where you sign up for their Welcome Rewards program that says you better not have any activity or you will lose any free nights coming to you. I have read so many horrible reviews about this company and now I will never ever use them again or recommend them to anyone. I ended up paying much more for some of the rooms so that I could finally get a free room after 10 hotel reservations with them. And now when I have 9 nights, they are telling me that I better book a another hotel room in the next month or say goodbye to my free night. This company is disgusting and could care less about customer satisfaction. I had a bad feeling about using them from the beginning and I should have gone with my instincts. DO NOT use this company!!!"
"An out of state friend and I both booked our hotel through hotel.com. I was immediately charged although my friend was not. I resent paying for a room 6 months in advance. I contacted the hotel directly and they also have issues with this. Usually the customer ends up double billed. Since I didn't want the hassle when I got home I cancelled with hotel.com and booked directly where I was NOT charged until my stay. Secondly, IF you have any issues at all customer service is an overseas call center making them extremely difficult to understand. I spent 45 minutes on the phone trying to convey my concerns. Although they were polite and did refund my money I would not deal with them again. "
"I would not recommed this website and especially their customer service to be used for a hotel reservation. due to a mistake of an agent, I lost my money. hotels.com agent says, the payment was not processed and there is no booking done, and my credit card statement clearly states the transactions about money withdrawal by hotels.com from my visa.
NEVER use this site. I won't too, even for work, where i am processing large transactions on hotel bookings. Hotels.com, you have lost one more customer. instead of wasting money on wrong advertising, better improve your customer service and don't steal money from us!!"
"I probably wouldn't use this again only cuz when there's a probl. with the hotel, it's a pain in the butt to get the refund not b/c of hotels.com but b/c of the hotel who hides behinds the 3rd party excuse."
"Hotels.com rocks! I have been using them for work and pleasure travel for a few years now. This is why do I like them:
1. They do price match, they'll match anybody's prices on hotel. It was my first time using that today and it was awesome!
2. Their Fivestar program is for real and not a marketing thing they made up. When I call, within a minute, somebody will pick up and I don't have to go through the stupid automated machines that ALL hotel chains put me through.
3. I stay at different hotels all the time for work and pleasure, hotels.com is the ONLY one (besides Expedia's new program) that allows me to earn rewards. Stay 10 nights get 1 free, how good can that get?
4. Sometimes for work, I have to get those non-cancellation reservations. But sometimes we get done early and they are the ONLY reservation company that help me get out of the no cancellation reservation.
Anyway, I'm a fan of Hotels.com and I have always such a great experience with them since being a member in August of 2010. I just thought I share that with you guys."
"I booked a room in Leonardo Plaza Hotel Jerusalem with one of Hotel.com customer service representative for a eight night stay. I had extensively researched the several web site for a Hotel. Since my brother in law and a very good friend had recently traveled to Jerusalem had advised us the breakfast was very important before start of a very busy day, I and my wife ware particularly paying attention to make sure the hotel room includes breakfast.
Fact number 1) the Hotel.com website showed Breakfast included with a green check mark next to it.
Fact numbers 2) I made the reservation with a Hotel.com customer service representative because I wanted to make sure breakfast was included with the room. He in fact confirmed to me and my wife that breakfast is included.
Fact number 3) hotel.com Email conformation under Hotel Features states ''A complimentary breakfast is served each morning in the dining room''.
Once we check in to Leonardo Plaza Hotel Jerusalem we wore told the reservation is for room only with out breakfast. I called Hotel.com. Faxed a copy of the email and still hotel.com refusing to honer there obligation.
It seems Hotel.com is in practice of bate and switch. hotel.com is relaying on the fact that once you are ate you detestation and with limited recourse you will not be able to continue your complaint.
I have filed complaint with BBB and attorney's office. I believe this is a normal practice and I strongly suggest any one thinking of booking with hotel.com to think twice before doing so. "
"Never use it , they r cheaters and liars , they charged us more than if we book through the hotel itself , when we called customer service they never reply until we choosed the option of making registration then they left us on hold forever and at the last a manager replied and said ok we will send u a coupon for 30$ and they never do , they are cheaters and liars never use this site"
"Fraudulent advertizing...said room and hotel non-smoking...lied and got smoker room that made us sick...wouldn't refund...7 calls 40 min hold each...hung up on me each time...ghastly brainless meatbags on the phone...wish them all a long sleep in hell like they gave me....unbelievable scum liars....a disservice to honest customers trying to vacation....they should all be arrested"
"CLASSIC BAIT AND SWITCH game being played. FALSE ADVERTISEMENT. I booked a room with 2 beds in it. The day of arrival I get an email from hotel regarding a problem with the room. Hotels.com reserved the room with one bed in it. I called Hotels.com and got the run around for over 1 hr. I was forced to pay another 100.00 to get the room with 2 beds in it. i will never use Hotels.com again!!! BEWARE BUYER
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"WILL NEVER USE HOTELS.COM - and will tell everyone i know. Made reservations on WED 03/14/12 at 10:00 a.m. Needed pet-friendly hotel. Reservationist told me that i had till 12PM on 3/14/12 to cancel. After reservation i called hotel to verify and was told no pet friendly service and there would be a fee. Hotels.com DID NOT mention this. At 10:20AM on 03/14/12 - I called Hotels.com back. Reservationist was willing to change hotel accomodations but COULD NOT assist with cancellation and transferred me to someone else. Male Customer Service rep took the call and was very rude, short and cut me off. I kept speaking in the most calmest tone possible despite his rude replies. The CSRep told me that i could not cancel because my deadline to cancel was on 12 a.m. on 03/14/12, YES! 03/13/12 that is not a typo. I asked him if he could explain the physics of time in order for me to be able to make a reservation on Wednesday 3/14/12 at 10:00 a.m. - only to have to have cancelled by 12A.M. on Wednesday morning. I asked if he even could articulate how that could be human possible with a time machine. I had to hang up and call again and get a different person and begin explaining how it was physically possible to turn back the hands of time to cancel a reservation I made at 10:00 a.m. to cancel at 12:00 a.m. _ 12 hrs prior. Made absolutely no possible sense to me. They went on to inform me that this was the hotels policy. I informed them i was willingto seek legal council and also mention to the three major TV networks of this issue. "
"It's a nightmare!!!!!!!!!!!!
Not really "Free Cancellation" as they highlighted!!!!!!
There is a so called "Cancellation Policy"!!!!!!
"