Hotels.Com was founded in 1991 as part of the Hotel Reservation Network by David Litman and Robert Deiner. The company was purchased by Expedia in 2001. Hotels.Com is an online hotel and vacation package reservation service that offers discounted prices from hotel company websites.
The company has seen substantial international growth since 2002, with hotel bookings for Japan, Central, and South America, China, Australia, and the Middle East. Hotels.Com launched a mobile phone app for both Android and iPhones in 2011. The company also has a loyalty program which offers additional discounts for continued booking on the site.
In a 2017 review, Forbes says that they found cheaper prices by calling the hotel directly.
Hotels.com also offers a low price guarantee and offers hotel deals in more than 34 languages. The company states it has partnerships with approximately 325,000 hotels in 19,000 locations around the globe.
The corporate office for Hotels.com is located in Dallas, Texas.
Hotels.Com was founded in 1991 as part of the Hotel Reservation Network by David Litman and Robert Deiner. The company was purchased by Expedia in 2001. Hotels.Com is an online hotel and vacation package reservation service that offers discounted prices from hotel company websites.
The company has seen substantial international growth since 2002, with hotel bookings for Japan, Central, and South America, China, Australia, and the Middle East. Hotels.Com launched a mobile phone app for both Android and iPhones in 2011. The company also has a loyalty program which offers additional discounts for continued booking on the site.
History
In a 2017 review, Forbes says that they found cheaper prices by calling the hotel directly.
Hotels.com also offers a low price guarantee and offers hotel deals in more than 34 languages. The company states it has partnerships with approximately 325,000 hotels in 19,000 locations around the globe.
The corporate office for Hotels.com is located in Dallas, Texas.
I made a reservation on Saturday Feb 5th at about 14:30 pm and called to have it cancelled due to a family emergency. At that time the agent told me I wasn’t getting my refund because I waited too long and it had only been 3 hours since i booked it. I called the
number for the travel agency (312)894-5000 and it said the number wasn’t in service. So I called the number for
Corporate Office (425) 679-7200 and a message said there was a new phone number. I called the new number
(206) 481-4252 and got a message stating the the number was unassigned. I’m not sure what else I could have done
but clearly I did my due diligence and expect my money to be refunded. The confirmation number is
9170311416966. Tthe booking was made on Sat Feb 5, 2022.
Thanks for letting us know that the phone number had changed. We have updated the listing.
I will never use Hotels.com again. For years before the pandemic, I used the website for booking for its reward program. I finally used the reward to book accommodations for my 2020 April Europe trip. Due to the pandemic, the booking was cancelled, but hotels.com never returned the reward back to my account. I called its customer services several times, every time with a long wait, but its representatives were unable to resolve the issues. I received a final dete. I requested cancelation almost two weeks before the arrival date as I was unable to cancel it directly with the hotel (I contacted the hotel I would be staying, and the hotel agreed to give me the refund, but I had to cancel through hotels.com), and I submitted the cancelation 4 days before the arrival day. I sent my record of communications and emails to the representative to prove the delay was not on my part, but hotels.com part. They ignored and denied the fact. Guess what? It really pissed me off. I deleted the app and swear I would never use this company again, which does not respect the fact and its customer.
This mirrors my experience.
This mirrors my experience. I agree and would definitely not use hotels.com ever again. I will make sure that I will spread the news to anyone I know not to use hotels.com.
I am very disappointed with the service received from Hotels.com; Have used this site for years and this is the absolute worse service ever.
Hotels.com site advertised a room as a quadruple room with 2 Queen beds.
The hotel is offering twin beds; I have called Hotels.com staff the day prior to arrival to ensure the reservation and was told it was without issues.
Upon arrival, was offered a room with 2 TWIN beds
I called and waited on hold 53 minutes; chatted with an agent who offered only one POSSIBLE solution-to change hotels.
This agent offered to connect me with reservations, called the number I provided, then the call was disconnected.
I searched and found the number on line;called and was told the wait would be 2 hours!
This appears to be “bait and switch” which is illegal.
these people are absolute crooks !!!!!! I booked a room and pre paid on the app when I went to check into the room the nice lady at the hotel desk and I decided I was going to cancel my stay at no charge to me. hotels.com has taken 425.00 of my money for a stay that didn’t even happen. I have spoke with 4 different people at hotels.com who all had a totally different story on what I needed to do. I received an e mail from them today basically saying they tried to contact the hotel and could not so no refund is going to be issued. I have had no problem whatsoever contacting this hotel several times and I immediately contacted the hotel after receiving the e mail with no problem. the general manager at the hotel is now trying to take over for me in getting my money back from them as she clearly sees in their system I was to be refunded at no charge. I even had them tell me they sent an e mail to the hotel with a waiver for them to sign and I called the hotel and they could not find any e mail the hotel gave me a e mail to give to hotels.com that goes straight to their front desk and when I called them back the next person says no e mail was ever sent to the hotel and would not even take the e mail address from me provided by the hotel because he says they don’t send e mails. I don’t know what kind of shady sh*t is going on over there but I have disputed the transaction with my credit card company so they are in for a rude awakening. you people cannot just take peoples money from them for services not rendered and I see by reading these comments it happens a lot. this is completely illegal what you are doing and I am going to contact a lawyer next.
I agree ! They are crooks..They care less about customers. And are only care about $. Discusting!
I have been using Hotels.com for years as a Gold Member spending thousands of dollars in accommodations. Within the last year, their customer service has really gone downhill. Massive wait times on hold, no Gold Member email to communicate with anymore and subpar service from customer reps who seem clueless what they’re doing. Some of their properties are not at all what they show on the website, and when I dealt w/some of those properties, they are cruel to customers and put you through hell trying to get your money back due to false advertising and photos and shoddy hotels (especially overseas). I have literally had to beg for my refund from several properties in the US due to dishonesty and bad conditions at their hotel. This should not be happening to people dropping this type of money. This organization really needs to be slammed with a class action lawsuit to stop these dishonest business practices. I have caught them inflating prices on hotels depending on how full the occupancy is at the hotel is, and I would consider that price gouging. I have caught them at jacking the price if it’s booked after midnight. I have posted many reviews on properties they list on their site to only have them completely not show up at all and being deleted. I didn’t violate any Terms and Conditions for posting – only HONEST assessments of my experiences at certain hotels to warn other people to stay away from them. It comes across that Hotels.com is trying to protect their hotel properties at all costs by deleting negative reviews to keep the money rolling in for them and their hotels listed on their site. If this keeps up with this company and things don’t change soon, they won’t be getting anymore of my money or business. Their company is showing signs of cracking with complete disdain for their customers paying the bill.
Well I have to totally agree with you. We are having huge amounts of problems getting refunds and credits. Our emails seem to have been blocked anda our calls get disconnected as soon as I provide a reference no. Disgusting. Our company gave them in excess of 300 nights per year. Not now we are not using anyone even affiliated with Hotels.com. Crap Crap Crap.
I am with Candlewood Suites in Longview Texas. I have been trying to contact someone for 2 days now to help resolve an issue. I had a guest stay at our property and we did not get payment from Hotels.com for the stay. All of the numbers I have contacted have been automated and of no help. I need to speak with someone ASAP. Please call me as soon as possible at 214-395-XXXX. The hotel does not want to have to charge the guest or the employee that dealt with this guest but it is about to come down to that. Please call. Please do not reply by email please call. 214-395-XXXX.
Why are you allowing people to list their vacation properties that are in zones where Vacation or air BnB are not legal.
Such as 7***** Jacaranda Bay St., Las Vegas, Nevada along with 3 others on the same street.
Causing serious issues in private neighborhoods, 3-day parties, people parking in our driveways, breaking into our cars,
breaking out entrance gate, neighbors can not sleep. Do you check with your clients to see if their home is in a Zone for rentals? Law Suit coming for all involved.
I use hotels.com for all my corporate bookings, which is a lot of business, before Covid at least. I submitted a link that was provided by a hotels.com agent to cancel my reservations and receive a credit voucher for future use. I submitted all required fields. The reservations still showed up as active on my account, so I called hotels.com, spoke with 4 different people, a few of them who put me on hold and eventually hung up because they did not know how to help me, nor did they want to. Called back – no one seemed to be able to help me…finally, the last guy I spoke with ensured that if I submitted to the link then I am good to go, which I realize now, was just his way to get me off the phone because he didn’t know what to do. 2 months later, no vouchers that were promised 30 days after submission. I spoke with a rep today and she argued that the reservations weren’t canceled on my account – their system obviously was not reconciling, or, as a matter of fact, I don’t think they ever intended it to, because the confirmation page after submitting was a very generic message with no confirmation number whatsoever. Regardless of how many times I reiterated that the last agent I spoke to said it would go through and that I should not worry about it showing active, they refused to help me. I guess I cannot blame the agents if they are trained to screw people over – once I use up the rest of my free nights, I will definitely not be bringing my business back here.
I’m dealing with much of the same issues although I’m a waitress who was screwed over for airfare that was never confirmed but am dealing with 5-6 employees that keep passing the buck. They owe me 388.66 and to me that’s a lot!! I’ve used this site for over 10 yrs and will NEVER again!! I’m not done yet, I’ve contacted BBB, Attorney General, I will be putting out as much information about this site as I can. I am VERY upset and dissappointed that a company thinks this is O.K. They used to have good customer service…no more!!
Please let me know how you will be suing or getting the right authorities to punish hotels.com. My story is i had $192 in awards credit. Someone unknown to me hacked into my account and used that credit to make a reservation across the country. I reported it immediately to hotels.com and the hotel. They said they would investigate it before they will refund me. They did a poor investigation and claim that i have a second identity and was able to travel across the country and use my credit. Go figure how they came up with this bull. I showed them my id and email and threatened to sue for their ridiculousness. They owe me $192 plus compensation for their lack of security and poor customer service that is frustrating.
Same Here – something is going on with this company and it is not good. I will be changing as well. Horrible customer service.
I booked through Hotels.com as I have been doing for years with no problems. I had a reservation set in Anaheim, CA when COVID- 19 shut down Disneyland and a stay at home order went into effect. I canceled my reservation and my cancellation notice stated there was no charge. I discovered a few weeks after that my credit card was charged. I have tried 4 times to get a refund, most recently today. I have been told that the Hotel Was emailed and a refund was requested. Basically that is all Hotels.com will do to make it right. I have spent thousands of dollars on bookings over the years. No more, I am done with Hotels.com and their affiliations, Expedia etc. I will use other sources or book with the hotels directly. Thanks for ripping me off as well as many others.
I’ve had many issues with them regarding a reservation that was cancelled from COVID. Multiple phone calls. No one knows what is going on. I have to retell my story every time. Usually takes 1.5 hours to get to the same point, where they say they will forward it up the chain of command….only to never get contacted back. Unfortunately, I’ve come to the realization that they are using covid as an excuse to steal your money.
The room I booked with Hotels.was closed when I arrived after a long day of traveling. I went online to book with hotels.com which said they had rooms at this hotel but when I arrived the hotel no longer existed. Closed a year ago. Long day travelling and I had my hotel all set up only to arrive with very limited options as there is a holiday on.
NOW REFUSING TO REFUND MY MONEY. Fraud.
Same as everyone else above. Never Ever Ever Ever use them if you want to enjoy your travel. They hire anyone who uses a fake name to answer the phones. They will hang up on you at will on top of speaking having major communication gaps. Dont use this company. I dont know how the NBA endorses them. They are scammers.
I was also told the hotel was e mailed a waiver to receive my refund and when I called the hotel they had no e mail sent. the hotel gave me a direct e mail to give them that goes right to their front desk. when I called them back the next person said no e mail was sent and they would not even take the e mail address the hotel provided because he says they don’t do that. so them telling you they sent an e mail to the hotel was a lie !! these people need to be put out of business and arrested for theft !!
CLASS ACTION LAWSUIT MAYBE…
I dont know much about suing people or businesses or lawsuits anything of that nature but seems to me that every comment on this page is for the same reason…ive been trying to handle my problem since the middle maybe en of april to only hear the same response every single time well at least the times i wasnt hung up on after waiting for almost an hour for the third time in a row….ill receive a phone call or e-mail from the correct department within 24 to 48 hrs which never happened…i received 1 phone call however from a lady who spoke perfectly clear english but not calling about my issue calling to question me about whos paying for my reservation and this and that then when im trying to verify the info shes asking she hangs up on me..my reservation was canceled i dnt know why… Then today i try to use my reward night and it keeps saying my cvc # is wrong when i kno its not…i call hotels.com and im told they cant access my account and in 3 hours ill get a phone call..yea right i ask to be transferred to a supervisor and placed on hold onky to be hung up on…i call hotels.com back and this lady that answers claims to be a supervisor abd manager and tells me my account has a hold on it but CANNOT TELL ME WHY… Wtf…shes says wait and ill get a call in 3 the next 3 hours…i tell her no thats not gonna happen no ones gonna call and as i said no call…hotels.com has no answers for anything they just give people the run around.. Ive spent a nice amount with hotels .com the past few months and with corona virus it hasnt made it easier in any way…theres a world wide epidemic going on and hotels.com is doing nothing but saling false hope and ripping people off in ways that the customers/users of hotels.com cant do anything about…no matter how many point less hours waisted on the phone!!!!
There has to be something done about this they are commiting fraud with false advertisement…. hotels.com needs to be held responsible for not giving what they are guarantee ing to people..
I agree! I am having my lawyer send in documents to proceed with my refund that they have not taken care of since March!!! Hotels.com along with the hotel I booked from and NEVER stayed in are money taking crooks.
Similar story. Somebody hacked into my awards credit and used it on a reservation. I reported it right away, before the fraudster could utilize the reservation. Hotels.com promised me they would investigate before they can issue a refund. Their incompentent investigation found out that i was the hacker or someone else who used the reservation, WHEN i was the one who kept saying that i wanted it cancelled cuz none of the reservation was me. But they let it go, cuz the fraudster showed up with id at the hotel, using my award credit. Hotels.com gave away me credit for free to someone and isnt being responsible. I want to join any lawsuit or army to make this company pay for their incompetence.
Yes, how do we get involved in one — I am having the same issue. Charged 3 times for same room. No way to contact them. I have tried everything!! Nothing and no one to help. It so bad,
Same as everyone else above. Never Ever Ever Ever use them if you want to enjoy your travel. They hire anyone who uses a fake name to answer the phones. They will hang up on you at will on top of having major communication gaps. Dont use this company. I dont know how the NBA endorses them. They are scammers. If anyone has a class action law suite for wire fraud let me know
Hello all,
For about 2-3 years, I have attempted to have what I estimate is 28-38 nights redeemed. I take some responsibility. I’ve has several emails between work, school, and persona. Once getting locked out for three months so password resets were not accessible. Throughout this time, I have called customer service around 10-15 times. Three or four times the accounts were deactivated, but that was not my intent. I did agree the the first one.
Did you know that once an account is deactivated, any nights you add on that email address are lost. NO? Well I’ve has no luck. In a nutshell, I’ve cried, I’ve regretfully be short, mostly just sounding like a crazy person. I’m not crazy. At least 10+ one hour plus phone conversations have gotten “ESCALATED” 100% of the time. Each time I stupidly left the call with the false hope that the specialized team who receives the “ESCALATED” cases would resolve my multiple please. Literally, I have lowered myself to virtually begging.
Crickets. Never a response, never a follow-up, never and admission that among all my naive requests and email disasters, was any accountability EVER accepted upon the side of this hotel vendor. And yet I’ve gone back every time.
At this point, I could say it’s not the money, it’s the time I’ve invested on calls and chats, humbling myself, desperate for someone to give me good news without using the words “Escalate your case to another team”. It’s both! It’s over $2,500 spent on rooms for nothing. And worse, the hours and hours and hours I’ve spent attempting to get something that I am promised. Not for free! I don’t want free. I want this company to adhere to the Terms of Service and not break their contract. Most importantly, when a reasonable person hears, customer service, they are not crazy to expect it, and after no resolution, 10+ times on the same matter, maybe someone could reach out? But I’ve learned what to expect.
Is there any hope?
No. I have been through exactly the same scenario. I have given up and will now ask my company (a not-for-profit) to reimburse me for a room I never got to stay in.
Well I have read some of the horror stories on here and I don’t even know if one more will make a difference. Me and my son relocated to California about 4 months ago from Wisconsin and ended up staying at a hotel while we worked, go to school. and look for apartment(which by the way isn’t easy at all,very expensive and not a lot of resources for help) anyways me and my son stayed at this hotel for over 2 months when the virus broke out we were told we had to vacate in 2-3 days. Well we didn’t know what to do so we gathered up all of our belongings and begrudgingly left although I felt that after the thousands we had spent with the hotel and with hotels.com someone should have cared enough for our safety and provided an alternative or at least tried to be concerned enough by reserving the next hotel, or paying for the deposit(since you get it back, in most cases) I mean anything to show appreciation for being LOYAL customers after all of the hell they take me through to get my free night!!! Ever since I pointed out that I was missing nights all of my free nights have been locked, so even when i wanted to use them there was always a problem where I have had to pay for at least 2 more days that I hadn’t counted on and now messing up my budget. The hotel should have offered at least 2/3 days free in addition to not charging us for the days they wanted to kick us out!!! But they proceeded to charge the people there. Now i’m out sleeping in my car me and my son because the next hotel took our money and deposit and kicked us out and again hotels.com did not help because again they didn’t care for me or my child safety, they took 3 hours to find us a room, which they weren’t going to do that they wanted me to wait for the refund and in the meantime have no place to lay our heads and again be out being in more harm’s way of catching this virus. Now I have a free night to redeem, on top of missing nights(which i emailed evidence proof that I had stayed those nights 3 weeks before now) which would add up to another free night, on top of a free night that was emailed to me but was expired!!!! Me and my son still looking for a place, while sleeping in our car and thanks to some strangers who have allowed us to come in and wash off and things so we can go to work. But out here in California right now it’s crazy and to not have a place makes it worse, on top of the fact that these people, company, or businesses has received thousands of dollars, only to be heartless and cruel to leave paying loyal customers out here with no concern for our safety and it sickens me to my stomach of how inconsiderate people are in this world now a days. The free night still isn’t unlocked after I asked for a supervisor was put on hold for more than 30 minutes and still hadn’t returned or came back to the phone, but i’m calling back since me and my son really need to be indoors so the cops or the virus gets us. So hotels.com might as well have been a virus for all of the concerned they showed or showing for me and my sons safety and our lives as well. So if I could find another place to reserve where I get some type of appreciation for my loyalty then I’d appreciate the information, but I noticed that after Hotels.com was bought out by expedia that is when the customer service changed and it got bad. I have been hung up on, yelled at, talked down to , argued with, and downright been treated so rude that I wanted to see the person on the other end of the phone. Yet we keep booking because it makes it easier and we want something for our money that we are spending. But unless we stop using their service they are so it would seem going to treat us this way and get away with it.
I have been trying to cancel a reservation due to the coronavirus outbreak and the event is cancelled I have tried since last Wednesday all time of day and night to cancel my reservation and get a refund no one answers the phone or they hang up on you I have a reservation for this coming Saturday that I’ve talked to the hotel about and they said they will give me 100% refund no problem I needed to contact hotels.com first it’s great that the hotel will refund me the hotels.com will not answer their phone to change or cancel a reservation they will only answer the phone if you try to make a reservation and if you tell them you’re trying to change or cancel they hang up on you and are extremely rude I am not going to lose out on my money I have turned them into the better business bureau this is ridiculous I am entitled to a refund I am giving them advance notice I am entitled to that.
Good luck. I did cancel and was charged anyway
I cancelled our hotel also due to my cruise getting cancelled due to Covid-19 but am still being made to pay for the hotel. Pretty sickening if you ask me
BEWARE OF HOTEL.COM SCAM.
THEY ARE OUT
Hello, my name is Mark Brown, confirmation #9205383487622. I booked a room from Hotels.com for 11/28/19 @ 4900 South Lake Shore Drive, Chicago,IL. It was for 1 night. I did not stay overnight because room #121 was infested with BUGS!! They were not noticed at first since the carpet was a dark brown color. But there was a small piece of white paper on the carpet, about the size of a fingernail. As I reached down to pick it up, it started moving on it’s own. The BUGS were taking it somewhere. I looked inside the bathroom and noticed very easily the moving around on the light colored tile, the BUGS. I could not stay. I told the clerk what was going on in my room and he he asked me if I wanted to change rooms. Of coarse, I said no!! If this has only happened to me, then fine, no need for red flags. But if this is an ongoing problem, especially if small children are involved, then maybe the Health Department should look into this. Dissatisfied Customer.
I booked a birthday trip for myself in the early month of September, down to Florida. The hotel I booked, was through hotels.com. As the date got closer and closer, hurricane Dorian came about. We all know hurricanes are an act of God and mother nature…at least I THOUGHT we all knew this.
Once I saw the hurricane was in Florida in the area I booked, during the very same time, I went to call hotels.com to first see if I can re-book a hotel elsewhere and transfer my funds that I paid for the original room in Florida to another destination. Not to my surprise, I was advised this could not be done. I then asked to cancel, I was advised if I canceled I would be extended some type of cancellation fees…. NOT OK! I disputed each charge!
I myself, didn’t WANT to cancel, but excuse me for valuing MY LIFE over sitting in a hotel for a money driven company, while a HURRICANE is going on! Still in good faith, I re-booked through hotels.com for a trip to Vegas for the very same dates and I had a BLAST!
Only for me to now, be getting information back from my bank saying they did not side with me because they cannot go against the hotels.com terms and conditions and per hotels.com, my services were rendered! Services RENDERED…WHAT A JOKE! I did NOT go down to Florida simply because of the Hurricane…otherwise I would have continued forth with my original Florida trip. I re-book through the same company, paying MY MONEY to visit Vegas for the very same days, and you are this INHUMAN, to still want/demand $133 from me for the Florida trip I wasn’t able to make!
I will NEVER BOOK WITH YOU ALL AGAIN. I WILL TELL ALL FRIENDS AND FAMILY TO BEWARE OF THIS MONEY HUNGRY INHUMAN COMPANY WHO DOESN’T CARE ABOUT YOUR WELL BEING BUT ONLY COLLECTING YOUR MONEY. I’ve already expressed myself on your social media site and I will write a letter to the CEO next.
I am a manager in a customer service department and THIS is far from it!!!
Its like me ordering a wooden desk from a company, it gets delivered, and come to find out the desk has termites or some sort of bug infestation. This wasn’t the company’s fault, nor the customers fault…but an act of nature that nobody would be able to help. a NORMAL company who has human decency, would allow the customer to return for this reason…but HOTELS.COM would advise…”sorry, but your services are rendered!
Never again!!!!
Knights Inn Statesboro, GA I prepaid $99 for a room for the night, checked in and began to Lysol the room down. As I pulled back the bed linen, I noticed that sheets appeared clean, but mattresses were filthy. So, I moved on to the bathroom. The toilet bowel was a tea like color and mold all over the seat. I took pictures and went back to the lobby. Clerk apologized and told me that the only available room was handicapped. Since I prepaid; and did not want to go through the hassle of a refund being issued, the other hotels booked in the area and or price gouging. I accepted the room. Went out for the evening and my family and I returned the key wouldn’t work to enter the room. Clerk had to let us in, and she took the key back to the lobby to reset. Made it through the night and woke up to a roach in a cup that I left on the nightstand. Never Again and I Mean Never Again will I stay in the Knights Inn in Statesboro, GA.
OMG, they said they will price match but they won’t. I gave them all the information requested and they still wouldn’t honor their so called practice. Also calling the hotel directly is cheaper. The Raddison told me that themselves. They also said this site uses fluctuating prices which is why you will see different room rates instead of one consistent price.
Should be call bait and switch.com
Please use them with caution or not at all.
The Customer service is horrible. You call one time and you are with someone in the Philippines and you call back and you got someone in El Salvador.
Hotels.com booked me into the Hambro Inn in Milton Abbas , Blandford, UK Prepaid 120 pounds. for 1 nights stay. When we arrived we were told By the Owner, Keith, that Hotels.com had Double booked us and that there were no rooms available. Claimed that Hotels.com had double booked him before several times. WE WERE ON THE STREET AT 10P.M. WITH NO WHERE TO SLEEP. Luckily for us one of the pub patrons overheard our problem and offered us their home to stay in for the night. The Hambro Inn claimed at first to us that they never received any reservation or prepaid monies on our behalf from Hotels.com. 2 days later when we got hold of Hotels.com and told them what happened. They did contact the Hotel Owner and came back with,”The Owner claims he’s entitled to the money as he booked us into another hotel.”
When we challenged and showed proof of us staying in a strangers home. We demanded that hotels.com provide PROOF of the owner booking us into another hotel. By showing us the Registration card with our signature on it , or even the name of the other hotel that he forwarded the money too. 120 pounds sterling.
Hotels.com stated that his word was good enough for them, even though we had written proof that the Owner was LYING. Hotels.com refused to refund our monies but did offer us 30 pound certificate good for 1 year. REALLY, do you think we will be back in England in the next year??? Hotels.com REFUSED to help any further and has left us to fight to get our money back .
REALLY???? IS THIS ANY WAY TO TAKE CARE OF GOOD CUSTOMERS. WE USED HOTELS.COM TO STAY 15 NIGHTS THIS YEAR. 6 DIFFERENT HOTELS. How can you be so indifferent????? to allow a couple in their 70’s to go through this alone.
My wife and I are on our honeymoon in Mexico but the experience with hotels.com was unexpectable and disappointing. Prior to our flight , we were affected by hurricane Dorian , a category 5 hurricane which canceled our flights . We then contacted hotels.com to request a change in our hotel stay in Mexico. We recieved an email stating that the changes were made. However , during check in process at the receptionist desk , we were informed that the changes were never completed. The hotel and hotels.com did not ownership of this incident, we lost two nights stay and need to change our flights two days earlier on our honeymoon. No to mentioned , the customer service at hotels.com via phone was extremely rude and was not sympathetic to our demise!
Never Again , Worst consumer service , Every call they repeat same thing talk to hotel. we calling the property .
WOW! Who knew that Hotels.com was the Duck Dynasty of Hotel accommodations. Let’s face facts, the advertising and use of Captain Obvious was, to say the least, appealing to a certain type of person. The new t.v. ad goes way, way lower. Showing a man o a toilet next to his wife taking a bath is pre-teen boy humor for the Duck Dynasty pre teen.
Sorry, I may not be the high pedigree of others, but this folks, is as low as you can go.
NEVER AGAIN
Well just say never again I’ve been a loyal customer for a while now . But I’m done with this company. I would NOT recommend anyone do business with hotel.com they’re very unprofessional and don’t care about they customers or what we deal with at property they offer . I spend several hundreds of dollars for hotels that’s not worth 10 dollars from roaches to bedbugs to dirty sheets etc I can go on they do nothing about it. Tell me my booking is none refundable so I basically have to stay here or spend my own money to leave .not good business and I see they don’t care about nothing but get people money for trashy rooms and service
Your company uses deceptive pricing practices (like showing that a night at a hotel is discounted when IT IS NOT) and I am appalled. This was even acknowledged to me by the owner of the hotel I booked. I’ve left a complaint on Facebook (so the public can see it) and I will NEVER book through this company again. You are swindlers. You should be ashamed.
OMG, they said they will price match but they won’t. I gave them all the information requested and they still wouldn’t honor their so called practice. Also calling the hotel directly is cheaper. The Raddison told me that themselves. They also said this site uses fluctuating prices which is why you will see different room rates instead of one consistent price.
Should be call bait and switch.com
Please use them with caution or not at all.
The Customer service is horrible. You call one time and you are with someone in the Philippines and you call back and you got someone in El Salvador.
I have gotten emails from someone for confirmation of bookings who is not me. When I tried to explain the situation and verify that my credit information was not being used they prevaricated and all they did was hide behind policy and become increasingly irritated. All I was trying to do was to help them to keep me as a customer. This company is not worth the hassle. My advise is use another service (any other service), to book hotels!
It is too bad I did not do my research before I used Hotels.com Had a hotel booked for 4 nights and email confirming free breakfast. At the check in I was informed that the hotel does not have free breakfast and never did. Even know in my confirmation email from Hotels.com it was clearly marked. Hotels.com was no help at all in fact were very rude and unpleasant. Very shortly it became very clear that that was in Fact Hotels.com mistake listing free breakfast, but they still would not take responsibility or help in any way. It was my first experience with Hotels.com and I will never use them again! I had never in my life had such a bad customer service! It also puts a shade on Expedia as Hotels.com is owned by them….
When I called to complain about a mistake Hotels.com made, the “supervisors” I spoke to were extremely rude and obviously not hearing my case. When I asked to speak to the supervisors to all three “supervisors”, they assured me that they were the highest authorities at Hotels.com. The stated there was no one above them. That they sign their own paychecks, make decisions on the companies and there is no one else I could escalate my complaints to.
Cheers to great customer service
I understand this is a customer of Hotels. Com as well as others possible in that particular building.
Bookings and AirBNB have dropped this racist from their booking site will you.
She has a condo in Miami Beach she rents out. All of the news papers have covered this including the Guardian in London, This happen when a Black Woman tried to book this woman’s condo “Ocean Five Condo Hotel” on Miami Beach 5 th and Ocean drive her name Giulia Ozyesilpinar.
Please google you will find out who she is. Her Facebook pages claims she books thru you guys because Bookings and AirBNB dropped after finding out. This is not her first incident. Is this your customer does Hotel.com condone this behavior
See below : There are screen shots of her rant and she has continue harassing the customer
Short synopsis:
But things took a bizarre and virulently racist turn after Brown, who is black, took too long to respond to a message the condo’s owner, Giulia Ozyesilpinar, sent her on WhatsApp. In screenshots and recordings Brown shared with New Times, Ozyesilpinar repeatedly calls Brown a monkey and a “nigger.” Ozyesilpinar also sent voice recordings saying, “You’re a nigger” and making monkey noises before asking, “You want banana?” She even posted a video on YouTube of Brown’s ID next to a photo of a monkey.
Does Hotel.Com condone this attitude of owners of rentals she say most of her bookings are through you on her face book page is this true. Please look into the matter and get back with me. I am a realtor on Miami Beach and I hope you take her site down if not we know where you stand.
Hi,
I recently booked a property called Al Bailo Di Venezia Apartments in Venice, Italy. Not only my wife and I could not get into the property, we ended up sitting by the door for hours. We ended up booking another property. This was extremely horrible experience and felt we were scam ran by hotels.com.
Your customer service was less than inadequate in helping us at the time, and not willing to do anything about it now. Hotels.com is running scam…will not be using it ever again.
Good Afternoon
I book a getaway via Hotels.com to St.Augustine, FL 6/9-6/10-2019 … just know it has been a horrible experience and the Hotels.com staff customer service is horrible… spoke with supervisor Haliegh when allowed her staff to laugh in that background as I shared how horrible my experience was as the Howard Johnson by Wyndham,…. the room had roaches, mildew the sheets were dirty … the bathroom was nasty the shower drain had old nasty hair in the drain… we had to clean the toilet to use it. But these are the hotels that Hotels.com issue for guest. I asked for are refund for horrible stay they want to give me s voucher that they wanted me to pay for.. Horrible Hotels.com
I called to make a reservation for my boyfriend because his air conditioner went out, he lives in Arizona. I told the rep I wasn’t ready to make the reservation because it would be for today 6/27/2019 and if the unit was fixed I wouldn’t be able to get my money back. So, the rep told me he could put the room on a courtesy hold for me, I told him fine, gave him my credit card info, told him I would call right back. When I called back, of course I was told there is no such thing as a courtesy hold and my credit card would be charged a penalty fee if one night! I was livid, requested to speak to a supervisor, who claimed he needed to listen to the tape and would get back to me in 3 business days. Once they hear the conversation, I should be getting a refund. I will never use this platform again and will spread the word about their shady customer service reps, they are a bunch of liars and thieves. Who knew the hotel reservation business was do cut throat? SMH…
I have the same issue as Releisha Gilliam. I booked a room and the agent assured me I had 1 to 2 hours to cancel the reservation I made that day, so I felt comfortable giving him my credit card and booking the room. They sent me a confirmation email. I called my boyfriend who said he had already booked the room, so I IMMEDIATELY went to the email and cancelled the reservation (about 4 mins later). The hotel charged me $93 as a no show. When I called Hotels.Com I get the total run around, everyone I talked to sound like little kids who have no idea what they are talking about. They gave me that story about listening to the call and getting back to me within 24-48 hours, that was on the 15th and here it is the 24th and they are still giving me the same story, another 24-48 hours. I tried the corporate number….FORGET IT! They don’t even answer. I will be reporting them to the BBB and I am a Veteran who works for the Federal govt. I will be posting on social media AND through every media channel I can to get the word out about this company and Expedia who owns them.
We have had a heavy travel year and I wanted to take advantage of hotels.com rewards program of earning a free night with 10 purchases. Shockingly, they cheat you on this. I spent $600 in September 2018, almost $1000 in November 2018, another $200 in Feb 2018 totaling 8 nights. All booked through the hotels.com app! Every single one. (remember that part)
Then, 2 weeks ago, when we needed two more nights booked to meet our rewards of a free night — for which we had more travel plans. Rewards placed on my account? Nope, rewards were never applied. Shocker. Why, might you ask? I waited thinking it would take a few days. Two weeks later? No go.
I contacted hotels.com directly, today (5/31/2019; call ended at 6:53PM EST; pretty sure the 1st line guy and “manager” were the same person
— stating for quality assurance and all) . They said that because I used the mobile app, that a discount coupon was applied. (Remember, every booking thus far has been through said app, of which, there has been no issues applying my stays). Ummm no. I didn’t/it didn’t apply any single promo at all!
I went on my app like any other time, put in dates, location etc. and picked the best bang for my buck. They said no there was a discount applied, it is a very strict policy (magically when this booking would have given me my reward of one free night), and there was nothing they can do, and that the discount negated rewards. I went and looked at my booking, confirmation email, billing statement and details of my stay. ZERO info on any coupon applied. Nothing… not in the fine print, no where. They can not explain that to me. They can not give me a reason. They can not help. They will do nothing. Manager eventually “disconnected my call”.
Summary… if you want their rewards, they will do absolutely anything to not give them to you. They got my business, now they are screwing me.
I BOOKED A ROOM IN AND CANCELED IT 2 DAYS AHEAD, MY MONEY WAS NEVER DEBITED BACK TO MY ACCOUNT. HERE IT IS AN ENTIRE MONTH AND MORE LATER AND MY MONEY STILL HAS NOT BEEN ADDED BACK TO MY CARD NOR HAVE i RECEIVED A CALL OR EMAIL EXPLAINING WHY I HAVEN’T GOTTEN MY MONEY BACK AS OF YET. I AM BEYOND FURIOUS AT THIS POINT! IF I DO NOT HAVE MY MONEY BACK BY WEDNESDAY MY ATTORNEY WILL BE TAKEN FURTHER MEASURES AND I PROMISE WHEN HE’S FINISHED I’LL RECEIVE FAR MORE THAN $187.18! I’VE BEEN GIVEN THE RUN AROUND FOR OVER A MONTH. THIS IS WHAT YOU CALL EXTORTION AND IT’S ILLEGAL! I WILL NOT STOP UNTIL MY ,MONEY IS BACK IN MY POSSESSION!
Horrible customer service. The employees just want to transfer you to another department with no resolution. They assure you that the problem is taken care of and of course it isn’t. Very dissatisfied and the prices are higher than if you just book directly to the hotel of your choice
If you call corporate office and disagree with their false claims are rewards, they block your number making you unable to resolve a sincere issue.
Hotels.com corporate SUX. when you ship customer service jobs to Manilla, just shows how F’kup this is, as well as many other corp. nonsense is out there.
Corporate America hiding behind the $1.00/hr idiots in manilla. at its best.
Fraudulent activity through reservations is very apparent. Anyone one of the cust.service morons can access you account information, provide ZERO assistance, can barely understand english and leave no signature as to who accessed your personal information. When you ask for technical support, evidently they have none or they don’t want to reveal their assocaites poor customer service skills.
Amen. Their help holds zero value.
I will never use them again. Their customer service is poor at best; I had an issue with a reservation and they did nothing to help and weren’t very understanding or accommodating and it was their error.
Amen. Their help holds zero value.
I have used hotels.com for a long time, and use them whenever I need a hotel. Recently I attempted to make a reservation and it was glitching. A few days later I attempted again and made a reservation. After my trip looking at my banking I was charged 2x and called. They said I was a no show at the first hotel, and would be charged for one night. The thing is I never received any confirmation for the first hotel, nor did it show on my app. I them received an email stating I wouldn’t get my refund because it didn’t show there was a glitch. I still have the full amount charged to my credit card. I would hate to have to quit using your company, but it looks like I have no choice.
Hotels.com makes false mistepresentatuobs .they send coupons you can’t use. They jack you the prices with add ob taxes. And actually when you book by them the reservation it appear at the hotel by Expedia yet we are not aware if this. Expedia owns them so it’s all a misrepresentatuobs to the customers .
They treat the public rudely caused me some issues recently to delay my booking I had to pay more funds to extend stay in my own. Very horrible customer service.
They lie about fifty percent as well.
They did the same to me . Of course corporate doesn’t care . What a shitty service . I will b spreading the word about this crappy company . ???????
I have been booking rooms on Hotels.com online for a number of years now. They have a good rewards program, but I went to see my Hotels.com Rewards page, and saw that my 3 nights that I was holding for a VERY special occasion were deleted on November 20, 2018. I specifically booked MANY very expensive hotel stays through my company, and personally in order to accrue these 3 nights (spent nearly $20,000.00,) and now they are all gone. Needless to say, I am less than pleased as I intended on using them soon. And to be honest, I have no idea why there is an expiration on these types of rewards. Each and every time I looked at the Rewards page, there was no notice about any expirations, nor an email warning me about a deletion. Customer service now refers me to some small print on some page I agreed to years ago when I first set up the account.
Today, I spoke with a supervisor who was able to credit me one of my nights back, and I was somewhat pleased she did that, however, she credited my back a night significantly less than the value of the other 3 nights. I booked over 30 rooms nights are VERY expensive hotels in order to have these available to me. I would like to speak with someone who will assist in seeing that I get these back. Since customer service is unable to assist, I would like to have someone in the public relations, or corporate office assist in my case.
In 2019, my company will begin doing a lot more company travel, and I would like to continue using Hotels.com. Their website is good, and customer service can also quite good, so I would like to continue booking there. If anyone can assist, please let me know how one can escalate this case. It is extremely important that I solve this this week prior to Christmas.
I booked a room in new port richey and it was changed and no one informed me then I drove to find out it was canceled and ruined my anniversary and am owed 300.00 for your company to pay me for all the commitments and hours and waist of traveling for no reason and your company needs to pay up