Hotels.comReviews 1,049

I booked a room for one night using my reward points. I had earned a room worth $170. I specifically booked a room with an in room jetted tub and also highlighted that info in the request area. When I got to the hotel they had put me in a room with NO tub and a shower only. Hotels.com had not booked the correct room nor had they forwarded on to the hotel my request. The hotel was booked solid when I arrived and I could not be moved to a room with a tub.
I called Hotels.com and talked to someone that was very uncooperative and rude. A manager finally agreed to give me a voucher for $100 for the mistake.
Moral of the story, don't trust hotels.com to book your room. Especially if you are using your points. You will lose them. Make a follow up call to your hotel to make sure your reservation has been made correctly. I was told at the front desk when I checked in that they would have gladly honored my tub request as booked but the information had not been sent to them from hotels.com.
I am very displeased to say the least. Will definitely use a better booking site from now on.

A WEBSITE that is SCAM!
I book one room for the hotel and they extra charge me for two rooms.
These two rooms is unauthorized.
They understand the situation and not willing to make refund even they know is their issue!
Cheat my Money around SGD 600!
A SCAM Website! They even ACCUSED Me back.
So here i advise all people don't make booking under this hotel!
IF not you will become VICTIM Like ME!

I checked into the Best Western Hotel in Denver, CO and noticed that the total price for the hotel was $16.00USD cheaper than what I had paid HOTELS.COM. The Manager of the the Best Western said that the website charges a "FEE" for booking the hotel on their website.

I thought these online websites got their money from advertising, NOT the consumer purchasing the hotel room. I will never use HOTELS.COM again for booking a hotel on-line.

There is a $400 charge for fees and taxes on my bill that the hotel says it did not charge and hotels.com says it didn't charge. I have called them 2x. What ever statement that comes up on their computer screen is different than the one hotels.com sent me so they can't communicate with me about the problem. Then have sent me to hotels.com/billing1 and hotels.com/billing2, neither of which accepts emails! I have emailed them on their various suggested forums. No answer! It's obvious they just want to steal $400 from me!

When I got to my hotel room, I found out that the reservation/room had been cancelled (reportedly, two days previous) and there was no room in the hotel... this after a transcontinental flight, at 10pm in the evening and a trans-oceanic flight scheduled for the morning in San Francisco. Even though I had booked two months in advance, the desk clerk told me that the hotel had sold all the available rooms two days hence. I sat in the lobby and called Hotels.com and they explained that "sometimes hotels overbook." My printed confirmation from "Hotels.com" said "Your booking is guaranteed and all paid for." After one hour, "Hotels.com" found another hotel, of substantially lower quality for an additional $60 taxi ride. I finally got settled into a room at midnight.

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.

RIPPED OFF! I used hotels.com to snatch a room at Denali National Park at a hotel that was otherwise not available. The booking went smoothly and I even received a confirmation phone call a week before my visit. When I arrived at my confirmed hotel around noon, I was told there was no room for me but they were sending me to their sister property 1/2 mile away. I was meeting friends at the hotel where I expected to stay, my luggage was being delivered to the hotel, and I had a tour booked at the hotel picking our group up at 7:30AM. I spent 2 hours of my vacation time rearranging our tour, waiting for my luggage and moving to the other property. For this, I was given a $25 gift certificate. The second hotel was not as nice as the one I booked and when I checked out I was shown the room rate. I pre-paid $747.82 for 2 nights. The bill from the hotel I stayed at was $560.88 for 2 nights, almost $100 a night less. I wrote to hotels.com requesting a refund for the difference in room rate. They never responded. They obviously are comfortable ripping us off and pocketing the difference in rates. I received an email AFTER we left Denali, from Hotels.com asking how they handled notifying me of the relocation. I responded, "I was NEVER contacted, offered assistance, nor informed in ANY way until I checked in at the hotel I was expecting to stay at. Had I been notified, I could have at least gone to the other hotel in the first place and not had to deal with waiting for my luggage to be transferred. My friends might have been able to move to the same hotel to make our getting together easier. As I said, I was NEVER contacted".

Hotels.com rejected my property reviews after I stated pictures and descriptions do not match those of property. I then resubmitted another review and rejected again even though it doesn't violate their guidelines. It does not insult, threaten, name websites, phone numbers etc. Yet review rejected for violating their guidelines. Can't help but think they are in cahoots with property owners and gang up on reviewers who attempt to add reviews that hurt the pocketbook.

I booked 2 rooms for a trip that I was going with my family. We were going to hershey park in PA. Once my family and I arrived at the hotel which we booked through hotels.com, it did not look like the hotel that was on their website. The hotel was filthy and reeked. I checked in and ran to see how the rooms were. I am telling you, it stunk and reeked of vomit. The room was disgusting, there were stains and dirt. It was not the same room as pictured online. The hotel was by the name of howard johnson. I called the customer service team from hotels.com. A male picked up the phone and I started to rant and tell him how disgusting the hotel was and this is not what I paid for. He could not help me so I demanded to speak to the supervisor. After 10 minutes on hold, he transferred me to some b. S supervisor. I started to rant and tell her this was fraud and this was not what I paid for. I had my pregnant aunt with me and I would never allow her to stay in such a disgusting room. The supervisor started to laugh at me when I was telling her about the hotel and the room. It was disgusting and unprofessional of her. I was so angry and I told her if she continues to laugh I will report her and the company to the police, she continued to laugh and told me she will hang up on me simple as that and then she did. I was so furious!. I contacted my bank and my uncles bank which the hotels room were booked from and I filed claims and reported for fraud. Additionally, I told the supervisor my father is an FBI agent and I will report hotels.com. She kept laughing and said go ahead. What kind of supervisor is that. Anyways, I have reported hotels.com because after being stuck outside for 3 hours and no room I logged onto my bank account and saw that she charged my card once more without my authorization for 300 dollars. She declined to give me a refund. I have reported this company and I will have the police involved along with the court. This company will not go away with this so easy. They are messing with the wrong people. Future customers, please do not book anything from this website, I am warning you or you will be scammed just like I was.

I booked a room reservation through the website for my family of 4 with two kids. When we reached the hotel room after driving for 10 hours, we found out that the hotel is completely booked. The hotel called the helpline and the agent "bob" excused and explained to me... very politely... the problem and said that he will book me in a better hotel for no additional cost but I do have to pay 10 USD extra which he will refund immediately. When I reached the new hotel it was way worse. The front room lock was broken, phone was not working and washroom door knob was not even there... anyways it was a mess. I changed the room by requesting the hotel front desk but here is the worst part. I tried calling to hotel.com helpline and whenever I explained my case to someone I was transfered to someone else and I kept on explaining my case four times till the call was dropped. I don't think this is good customer service and will definetly not recommend anyone to book through Hotels.com

I was using hotel.com on a regular basis, but a recent reservation was charged in the incorrect currency on my credit card. I won't bother with all the details - it took several calls to get to a supervisor and I was told there was no way to fix my reservation. I won't be using their services again - even if the price is lower than other booking sites. Horrible customer service and fraudulent billing practises make their site a poor choice for booking hotels.

We booked a hotel in Rome through Hotels.com and were promptly charged the total amount as advance payment through our credit card. After checking in, the hotel charged our credit card again and we ended up paying twice for a room! Innumerable mails later, they are yet to refund the excess charged amount inspite of acknowledging that a mistake has been made and the money would be refunded at the earliest. Now they don't reply to our mails. All we got from Hotels.com were empty promises and platitudes!

We reserved a room 2 weeks early at the Days Inn on Music Valley Dr. in Nashville, TN. Check in was 3pm. When we arrived a little after 3, there were about ten people waiting in the lobby for rooms that were not ready and 3 employees standing around talking. Shouldn't they have been getting rooms ready for these people needing a room? It was almost 4 before we got our key. The desk clerk was very rude which did not help matters.

I have been fooled by the hotels.com add, for staying in hotels and using hotel.com 10 times for a "free nights stay", however; when I went to cash my 10 night s in, I found It not for a free nights stay, its has a discount value of $161... Or there abouts. When I used my free night voucher it was advertised that I would collect the two night rewards towards another free night, Well that was bogus too.As they explained when i complained, when I used the free night voucher, they took away one of the two rewards for staying in this hotel. What a rip off. I complained and told the hotel.com people. But they said sorry thats our policy..

The hotel was not the problem. Hotel.Com was the problem. When I booked this on the phone with Hotel.com I said I needed a hotel near the Seattle airport. I also said I needed shuttle service from car rental to hotel and hotel to airport car rental to as we arranged to return our car rental the night before. She assured me that this was close to the airport and shuttle service was available. I found out at 8 pm when I arrived that it was 20 -25 minutes away from the airport AND no Shuttle. This was prepaid and no refund. Because this was Hotel.com's mistake, I called customer service to see if they could find a hotel near the airport with shuttle. That was not possible because I could not get through to customer service. I was told to leave my number and Hotel.com would return my call in 3 to 4 hours. Thank Goodness for Enterprise! I asked the hotel what the room would cost if I hadn't gone through Hotel.com. It was only $10 dollars more (without AAA discount), so basically the same price. I will NEVER use Hotel.com. They cannot be trusted and are not available to fix any problems.