Hotels.comReviews 1,049

Worst customer service experience ever. Was provided with wrong information by 6 people in a row. Ever since I made a booking with them, Ive been spending my days arguing with them on the phone. They dont know what they are talking about. Staffs including supervisors are poorly trained. Please avoid hotels.com at all cost. They are nothing but nightmare. I was provided 6 credits/coupons due to pricematch. Each rep confirmed that all my coupons are valid and will be working for 12 months. Its not even a month, they cancelled 4 out of the 6 credits without informing me. What a scam.

Reserve via Hotel.com en Hotel Montemare pagamos unos Usd 500 por noche.
Lamentablemente falleció mi suegro y 3 días antes tuvimos que volver a nuestro país. Llamamos al hotel Montemare cuando sucedió, enviamos mail explicando la situación, elevamos el caso y ellos nos comentaron que Hotel.com era la empresa que debería autorizar el reembolso o el crédito ( ya que lo habíamos reservado vía Hotel.com). Desde Hotel.com nos dijeron que era el Hotel Montemare el que no autorizó ni el reembolso ni el crédito y en hotel me dijeron que Hotel.com no había autorizado el reembolso, entiendo que acepte la cláusula que la reserva no era reembolsable pero teniendo en cuenta lo sucedido y el costo por noche lo que nos hubiera gustado que por lo menos por cortesía nos dejaran abierto un crédito en el Hoel.com para poder volver en algún momento y seguro quedarnos unos días mas que los ya reservados pero lamentablemente esto no sucedió y perdimos Usd 1.150 y un mail que dice que aplicaron las cláusulas de cancelación y que el dinero no era reembolsable. Me hubiera gustado otro tipo de respuesta de un hotel.com la verdad no recomiendo que usen esta plataforma.

Price Match Guarantee is not really a guarantee as there are loopholes they can use to avoid matching prices. I made a reservation that was coded as refundable up until 7 days before stay dates. I checked prices 6 days before stay dates and price is $30 less per night now but it is coded as non-refundable. I was told by customer service rep that since my reservation was initially coded as refundable they cannot price match to the lower price. I told them that my reservation is non-refundable since I cannot cancel. I was told that I can cancel but would be charged 100% of initial booking. Isnt that what non-refundable is? Not being able to get your money back? According to customer service rep, my reservation is refundable but then would be given a penalty of 100% of initial booking.

This company having very good hotels rate around the world with Agoda.com but you should check others also to make sure its the best and check the booking is it free cancellation or not and some others some time having special rate during some low filling of the hotels which cause to giving special rate for some booking companies depend on the regoin but the best rate every you will find it with this two company only

Agoda.com ( booking.com is the owner of Agoda)
Hotels.com

I used these guys for quite awhile and chose them because of the award system. When I finally got around to redeeming them they had already taken them away. I contacted customer service, because, after all, I'm about to go on a trip that will require 2 weeks accommodation. They were not sympathetic at all. Instead they just quoted their lousy policy and asked me to please forgive them and give them another chance. What for? I was a good enough customer to accumulate a full REWARD, and because I didn't use it in the time frame they chose arbitrarily, they took it away! The communication from the Customer Service department was pathetic. I wasn't even angry until after they contacted me, but now I'm done with them. There are plenty of other options... I should add that while I was using them there were times when my reservation was not properly booked at the hotels either. Luckily this always worked out, but it's just another mark against them for me now.

HOTELS.COM should be ashamed for treating their customers this way! You guys are responsible for every hotel you have in your portfolio, especially the fact that you charged my credit card and provided me with the provisions of a gauranteed and all paid for hotel stay and then having the Beijing Jing An Airport Business Hotel inform me that I have to pay a walk up fee of $60 since I don't have a reservation. In fact, 4 days before my stay there your company sent me an e-mail confirming my guaranteed and all paid for stay and providing detailed hotel information. What makes the matter really sad on your part is that some of the previous guests of this hotel had in their reviews pointed at the same predatory behaviour of this hotel and HOTELS.COM continued to list this hotel in good standing. To add insult to injury, subsequent to spending a whole day at the Beijing Airport before my departure flight, I requested my money back and you continued to resist giving me a refund. Your company is not honorable and I will never do business with you in the future and will advise my business associates, friends and family to also avoid your company.

I have been using hotels.com for many many years and had collected some nights. I used to call and make reservations. I had collected few nights for some small trip. When I tried to log on and see my rewards. I was unable to log on. I called customer service, they told me they will be sending me email link to change password. I never got it. Frustrated, I made new account, using same email. And I was able to make new account. Now, I m thinking, I have two accounts with same emails (their system lets you do that). More confusing. So I called customer service asking them to transfer my accumulated nights to either one of the account. Guess what? If you don't use your accumulated nights within a year. They expire. So all the nights I had collected are gone. Customer service agent told me they sent me many emails. I'm yet to get any. Horrible. Will not use them again and would advise people to use trivago, or other services.

Well I needed to change the dates of an upcoming stay I booked with Hotels.com. When I attempted to make the change on-line two before my stay, I get a message "Oops there most be a problem, please call us". Well I did and was told by the associate they did not understand why my request could not be completed. So the representative tells me he has changed the date to what I requested and nothing would be billed to my debit card until I present it in person at the hotel. Well a family member directed me to another hotel with a much better price and interestingly, I also was quoted a better price with the original hotel I booked through with hotels.com. So the next morning, 40 hours before my stay at the original hotel, I decided to cancel with Hotels.com, well before the 24 hour free cancellation policy. Later that morning when I am checking my bank account, I notice a $448.00 pending charge to the original hotel I booked through hotels.com. I called hotels.com immediately and after a run around, I was advised the hotel ran the card, not hotels.com. I then pointed out to hotels.com, I only provided my card to them, not the hotel and demanded a release of my money immediately. Keep in mind this two days before I was even to check in at the hotel. This started a 5 day nightmare with hotels.com. When my money wasn't released the next day I called back twice and was advised I needed to contact the hotel. I called the hotel who absolutely denied ever running card and directly pointed the finger at hotels.com. So I call hotels.com back and NOW I am told Hotels.com, did run my card and when I asked why I have been lied to from day 1. There was only " I am sorry". Now mind you I have not mentioned I called at least 8 times during my 5 days this took place and two other calls with the hotel. I demanded money be released and nothing. I then asked for a supervisor the following day "day 4" and this supervisor who identified herself as "Jelly" told me I should have read the disclaimer. When I asked if that meant Hotels.com ran my card after initially telling me they did not with 3 different associates, she replied she is sorry and I should have read the disclaimer. My money was released to me the day after what should have been my original check out date with the hotel I booked with Hotels.com. Regardless I was unable to access this money while on vacation and Hotels.com had 3 associates tell me they did not run my card, two that said they did, while a supervisor named Jelly told me I should read the disclaimer. Someone lied to me and I will never use on line website again and will deal directly with the hotels.

Booked our Milan hotel stay months ago. Compiling with the 48 hours check-in prior to our stay, we have had NO success. We have called the Italy phone number and no on answers. We have emailed the facility 4 times with 2 emails given to us by Hotels.com and no email response. We have called Hotels.com 6 times and spoke to 6 different agents with NO answer. We get a bunch of sorries etc. not to mention that we have reached 2 continents with the 6 people we called. They have given us 2 different phones numbers and 2 different emails to contact this hotel. The hotel has NO front desk to check-in, but insists that you contact them to check-in. They do not post hours of operation or days of operation. Just finished a called to Hotels.com with the 6th agent, 70 mins on hold off and on to be told that their manger would call us back. Still waiting for the call back. We are suppose to leave for the airport in 8 hours, it's 1am now. They also told us that they would call us "sometime," but I tried to explain that I will be on a plane and my phone does not work in Italy. Just tried calling the phone number in Italy, and now it's out of service. This is so sad. I guess we'll get on the plane and live in the streets for 9 days. I know; drama.

I added money to my achieve card visa just to book a hotel and rental. Someone else tried to book plane tickets. I didn't know that when i called to find out why $1 was debited and by who. They locked my card before i could tell them what i wanted to do. Then despite being out of town and needing my money for everything (food gas ect) they tell me i have to pay $29.99 and wait 3days for a new card because when i signed up i agreed to this. This is not how Visa is supposed to work from any company. They are saying because i choose their card i agreed to pay for fraud and have my family stranded and hungry for 3 days at a charge of $29.90! Is there a class action i can join or can we start one? See a copy of the hotels.com email that can from an Expedia rep below. I posted a pic on another complaint site.

Dear Customer;

Thank you for your response. Please note that your reservation has been cancelled and we are unable to process future reservations for your account at this time. If you would like to rebook, we suggest you do so directly with the property.

We thank you for your time and apologize that we are unable to assist you further.

Sincerely,

Martha Knudsen

Transaction Processing

Expedia, Inc.

Email: *******@expedia.com

There is a loophole in THE HOTELS.COM app system and I did not receive points for booking rooms because I did not go on the website and register there as well. So now my 14 days of reservations don't count for anything.

I spoke with a manager for this information and then emailed customer service.

I got a response from donotreply email linking to FAQ.

"Thank you for contacting us. This is an unmonitored email address, you will not receive a reply, but we've provided links below to help you get the assistance you need."

Obviously this was no assistance at all. I have not received my points and we will be booking elsewhere.

I made a reservation with hotels.com and due to some reason I had to cancel it. As per the policy, I was entitled to full refund. When I did not get the refund, I enquirers from them. They said they have processed it in the name of the guest. I told them a1000 times that the booking was not made from the card of the leading guest, requested them to process refund on the same card from where they received payment but to no avail. I provided them the bank statements also. Later they even started claiming that no payment was made from that account even though there is a clear debit entry in the statement
Hotels.com is a fraud company only interested in cheating and looting customers money