I travel a lot for work an I used to always use this website to book my hotels. I was a silver member and I liked the free bookings I was able to get with my points. That all changed after this ordeal!
One day, I booked a room in Rome with my Amex and got a confirmation # from Hotels.com that everything was paid for and booked. A day later, the "hotel manager" contacts me, in a very unprofessional email, hard to understand and in broken English, saying they got my reservation from Expedia (which I later found out is the same as Hotels.com) and they do not accept "Amexo" and want me to send them another credit card info by email or they would cancel my booking. I explained that I would not send my credit card info to a total stranger over email, and that is why I had used hotels.com, because of the secure payment page and that I already had a booking confirmation number and a hotels.com email receipt saying my reservation was paid in full. The hotel had no secure payment page on their own website either. So finally, since they did not get any additional financial info from me, my reservation was canceled, and I ended up booking elsewhere for this trip.
Three months later, this same hotel charged my credit card (the same Amex they said they did not accept) for a full week's stay, months after the dates I had been in Rome! The hotel name was the same, but the dates were completely different. I contacted Hotels.com who told me, "sometimes we give the credit card information directly to the hotel, and normally they should accept the credit cards listed, but this situation in unusual from the hotels we deal with, please contact your credit card...blablablah". They also apologized and gave me a $100 coupon to use on my next reservation. I contested the hotel charge with my credit card, and had no problem getting my money back.
A month later, I tried to use the $100 hotels.com coupon I had been given, and it never worked. Tried with 3 different hotels, in a major city, where the stay was well over double that amount, and it was never valid anywhere. Sent Hotels.com "silver member customer service" an email on this and never got a reply. I did not even bother to call hotels.com at this point. I simply will never use this website again.
Any company that can take my credit card info from their secured payment page and hand it over to any shady person over email, leading it to be fraudulently used months later, does not deserve my business!