dana F.

I found my experience with hotels.com so traumatic that I shall NEVER use them again. It has taken me quite a while to recover and put my experience in writing in the hopes that the senior management of Hotels.com owners, Expedia inc, see how horrific and painful their "customer service" experience really is. I booked a hotel in Newport to attend a conference via Hotels.com and my booking was confirmed that same afternoon. It wasn't until i received an email from a completely different address (reservation services) that I almost overlooked, on the Friday night prior to my heading out there, that informed me they could no longer honor my booking. Hence began the nightmare! Knowing full well that almost every hotel in the town would be fully booked, especially at a reasonable price, I was understandably concerned about where I will stay. They offered to find me a comparable stay at another hotel but they themselves realized how the prices became excessively expensive due to the lack of supply and almost complete demand. I subsequently called Customer service approx 50 times... each time, having to listen to recorded statements and hold for hours till a service rep would answer... many times these calls dropped and I would have to repeat the process again and again. I also sent 30 emails requesting someone get back to me and NO ONE did! I received confirmation of their receipt of my email but NO RESPONSE or assistance in finding me another hotel. I spent the whole weekend dealing with this nightmare even as my phone died... I personally made calls to hotels and went out of my way to secure a good rate at an alternate hotel and wanted Hotel.Com to book it for me as they had promised they would do given the last minute cancellation on a booking that was originally honored by them. It took me 5 hours of non stop calls on the last day to finally secure a place to stay... this is after so much stress and perhaps 30 hours of phone time with the most inept customer service team to ever exist. On top of this most distressing experience they charged my credit card. I highly recommend avoiding the pain, distress, emotional and physical frustration, loss of voice for making all these calls to any future clients. They reneged on a booking and reneged on their promise to find me alternative accommodation. I was without a place to stay on arrival and NO ONE returned my calls and emails while I was out in Newport. On top of it all, they charged my card. I am still waiting on an apology from Management and hope to speak to the CEO personally to highlight the serious flaws that exist within this organization. Hotels Tonight is far more preferable.

I recently purchased a bicycle online via their website. There is zero support during weekends and after work hours and they only communicate via email which makes communication that much harder. They claimed the bicycle will come 90% assembled and this was not the case. It was more like 70%. Had to pay to get this assembled. Given the lack of specs during purchase, only after assembling the bike did i realize this bike was not suitable for me. The support team were super unhelpful after I asked them to contact me via phone and get help on returning the bike. I would have to pay a bike shop to disassemble the bike and package it and understand there is an additional cost for the UPS return shipping label and cost if you do not return it in the original box - mine was damaged and hence cannot be used for returns. I absolutely do not recommend purchase from this site given all the hidden costs associated with it and the complete lack of support/ service they offer.