Hotels.com Corporate Office

Hotels.com corporate office headquarters location, phone number, address and feedback

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Please find details for the Hotels.com corporate office below. We do our best to keep this information current, but if you are aware of any updates to the Hotels.com corporate office headquarters information we have, please feel free to submit an update.

Corporate Office Address:
Hotels.com, L.P.
10440 N. Central Expwy.
Suite 400
Dallas, TX 75231
United States
Phone: 214-361-7311
Fax: 214-361-7299

Hotels.com Corporate Office Comments

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Jan

Posted by Andrea

1/6/24 2:44AM

Booked with Hotels com as normally do .
This time terrible experience I think potentially there are false review on hotel com web site as on looking on other sites people had same experiences as my family.
Stayed at Palm Beach Hotel Tenerife rated a s 7 and good hotel.
Far from it booked chairs. Warped door down to rhechipboard' holes in walls 'bare electrics in bathrooms' furniture and wardrobes and beds broke. Patio doors broke. Crickets in air conditioning'cockroaches .
Asked Hotels com and the Hotel for a full refund so we could leave . Was also with my 84 year old mother so needed to be next door. They offered us different rooms equally as poor but had been painted so only difference.
Despite complaining nothing got repaired or fixed. Cold food rude chef to my 84 year old mother when she asked him to cook an egg slightly longer. Luckily a gentleman stepped in and politely told him she was the customer and he should do it.
Hotels com said they cannot issue a refund but two travellers who were also complaining with Hotela coma nd there sister company Expedia git a full refund.
Hotels com you have left me and my family no choice to use tbe Consumer Rights Act and Misprepresentation Act to go through a legal route. Nearly 5k for 1 star accomodation is disgusting

Mar

Posted by Upset customer

3/18/22 8:36AM

Use Hotels.com to book a hotel in Miami to be near the port for a cruise , we stayed overnight at Hilton Miami Airport Blue Lagoon . We arrived in the morning as our flight was early got a shuttle to hotel a couple mins after come to find out the hotel systems was down we waited all day to get a room , finally got a room about 4hrs after waiting , settled in an while getting ready to go to bed my husband saw a bug on the pillow we looked at it and killed it , it had a lot of blood in it . We taught nothing of it and went to bed . Next morning we got up and found another bug which turned it to be a tick on the end of the bed I took a pic and went straight down to the front desk , spoke to the manager , he had a stinking attitude and tried to brush us off , my husband got really upset and started yelling at him . We tried to call Hotels.com to be refunded our money and the person on the other end was not helpful at all . We checked out the hotel and am still awaiting there return answer . We will never use Hotels.com again and I hope no one will have to go through this .

Sep

Posted by Don’t stay here!! Filthy/disgust

9/6/21 7:24PM

I cannot believe Wyndham is associated with this hotel! The bad thing about it Customer service didn't even seem shocked! Don't stay at the Travellodge by Wyndham Savannah, GA 17009 Abercorn St. I literally checked in and checked out! The hotel was infested w/ roaches, the spreads looked as if they were just pulled up and stained and the smell was horrible. I walked in took the pics and me and my 2 children checked right back out! I've been calling since Saturday to get my refund and contacted hotels.com as well and the property keeps stating the mgr isn't in and he will be in at 9am. COVID IS STILL OUT HERE PEOPLE! Just say you have no availability! It was disgusting! I refuse to stay in such Filth!! I'll try and upload a couple of pictures I have a few!!

Aug

Posted by Joyce

8/25/21 11:39AM

I booked a resort in Ellijay, Ga on July 8th for my families vacation for 3 days. I book hotels each week for work through Hotels.com. Usually 5-8 different hotels for 4-11 days at a time. So I have plenty of reward nights to use. The day I booked there was some computer glitch one of the ladies I called at Hotels.com told me. I booked my usual way and added 3 reward nights to my booking and they showed up on the booking before I hit book. But when I printed out the booking no discounts showed on the reservation. So I called twice that day and was told it would be taken care of. A week later, nothing was refunded. So I called again. I was told it would take 5 business days for a report to be filled and my refund sent to my C. Card. I emailed them a few days later. No response. A few days later I did get an email asking for the amounts of my 3 discount rewards I had entered. I sent them the amounts and still have not heard anything. During this time on a different booking for an employee (they had to leave 2 days early to work in another state.) The hotel said they were fine with refunding for the 2 nights not used. So I called Hotels.com and told them the store and they said they would call the hotel. Two days later I called the hotel and no one had called them from Hotels.com. SO I called them again and they sent a report to management to file for a refund. About 10 days later I got an email saying they wouldn't refund any of the money. Now back to my personal booking. After talking to 4-5 different people I was told last week for some reason it was booked under my email address. The only time I put my email address in was in the box to have a copy of the reservation sent to my email as well as my work email. So I have been waiting for the refund of over $300. I have over 20 rewards nights from booking so many hotels over the last 7 years with Hotels.com. They are about to lose a loyal customer. Their customer service had been awesome. I don't know what has happened other than COVID, but they are terrible now with their customer service. My trip is on 9-9-21 and at this point it looks like I will not get my money back...and they will not let me cancel. I can't afford the $600. and thats why I used the rewards for our trip. They will be losing a great customer if this isn't taken care of and soon. Joyce

Jul

Posted by Contacted the BBB

7/23/21 3:51PM

My family and I booked a room on 7/10/21 at Americas Best Inn in Goodsville TN. We did not say at the hotel on 7/10/21 because the room was so disgusting that you could tell it was not cleaned.....COVID IS STILL OUT THERE PEOPLE!!!....We informed the front desk employee Monil Patel (hotel manager), and she walkie talkie a coworker to go see the room and they coworker agreed. Monil agreed to refund the money right away. The next day we follow up with hotels.com and wait over an hour to find out the hotel did not issue the refund. WE called the hotel back and they informed us that Hotels.com needs to send the them a refund request so the they can approve. We called hotels.com back, once again waited over an hour just to be told no the hotel does it on their end. With frustration of going back and forth, hotels.com said they would reach out to the hotel on their. We call the hotel again the next day and Monil states hotels.com never reached out to them. Called back to hotels.com 3 times the next day, was hung up after call 1, and spoke to a Manager named Alex who informed me that it takes 10 business days to email the hotel for a refund request. We waited until the next day and called the hotel back and Monil said hotels.com has not sent them anything. We followed up with her day after day and still nothing was submitted. So we decided to give it some time. I call this week, 7/20/21, and Monil stated the refund was submitted on 7/19/21. I called hotels.com to confirm this was done on their end and they stated the refund is showing and to give it 2 business days to be credited. I call back two business days (7/22/21) and tell hotels.com no refund has been credited back to my account. The rep said the refund was actually submitted on 7/11/21 actually and would be credited back today (7/23/21) but it has not. I call again today and hotels.com rep Burna states that the credit was denied. I asked for a manager or a supervisor and was denied one. I am so upset. We have been lied to, hung up on and promised this would be taken care of. We are low income family that was traveling on trip that we fundraised for our daughters dance competition so she can attend it just to get treated unfair. Hotel.com has been completely rude and is giving my the run around. All I want is what's fair and that is my money back.

Jul

Posted by I do not play well!

7/21/21 4:32AM

Hotels.com will screw you over in a heartbeat and be proud they did screw you over. I booked a hotel in Conroe, TX through Hotels.com on July the 20th 2021. Arrived at the property, to find the hotel has been demolished. Called Hotels.com customer service phone line.Asking for a refund, due this was not my fault that the Hotel building was demolished. Was on hold for 45 minutes the first time. Had to book another hotel. Called back again to Hotel.com to be put on hold for another 45 minutes. Called the third time and was told the refund policy would not allow them to refund my money. I told Customer Service that I had taken pictures of the property of the hotel. They laughed and said "So!" Never offered a solution to this problem. Hotels.com will just take your money and run. Thieves in the night. The type Industrial of Work that I am in. I travel a lot. Plus I know a lot of big International Corporations that has Employees travel as well. I will spread the word around about the treatment that I received from Hotels.com, so they will not use them again or never. Just like myself. That refund policy is crap, if the customer is right. My last laugh will be reading Hotels.com closed the doors by the end of 2021. The stoke of the hand and the voice of a Salesman can do more harm than you imagine.

Jul

Posted by Very upset customer

7/19/21 2:03PM

My family and I booked a hotel through hotels.com for July 4th 2021. The hotel check in was at 3pm we were not able to get into our room which wasn't even our room that we reserved till 9pm in which is the time for the firework show. The hotel did everything they could do to right their wrong and even didn't charge us for the room. Hotel.com has been giving me the run around for this refund for almost a month now. Nothing has been refunded to me what so ever. Customer service wait times are three hours or more at a time, with call backs with an even longer wait time. Once connected we have been hung up on or told that there's. Nothing in the system stating that we are to be receiving a refund. Why I have no idea... I will never ever ever use hotels.com again. Why steal peoples money?

Jul

Posted by Michelle birmingham

7/16/21 11:31AM

I have been dealing with hotels.com on the phone since June 24. I had an emergency and I could not stop at the hotel I called the hotel they told me to call hotels.com because I booked through them. The manager has granted me a refund and there is also a note attached to my reservation that says I am allowed a refund. I did not plan on driving the whole 12 hours but I ended up having to and I did everything I was supposed to. I have called at least 10 times they keep saying they've called they have sent emails and I have got every excuse in the book from Hotels.com why they can't refund my money. Including I have called the hotel many times. I could not get a hold of the person you were speaking about. I'm sorry those are the rules there is no refund and it goes on and on. I'm not understanding why I'm not getting this refund after the hotel has okayed it I don't really think they're even calling the hotel to confirm it I think they are just sending me emails to not refund my money. I have used you guys for years and I will never ever book through hotels again.

Jul

Posted by drnfore

7/14/21 10:51AM

I will never use Hotels.com ever again. Yesterday they sent me an email saying the hotel I booked over two months ago is actually closed. They sent this to me three days before my departure! Now my trip is going to cost me an additional $250 because I have to book a room somewhere else. Their customer service is deplorable. I was hung up on twice by "James".

Jun

Posted by Neal

6/3/21 7:31AM

I have an issue with regard to a hotel sponsored by Hotels.com and cannot get through to anyone beyond their annoying customer service personnel off-shore. The corporate phone number is to functional - disconnected?? Pretty bad customer service.

Apr

Posted by Linda

4/15/21 6:26PM

I have been trying to talk to management for several days about an issue that has happened and I cannot get around customer service they say it's policy. I will Never, ever use hotels.com again.

Oct

Posted by Anonymous

10/11/20 9:05AM

I have been waiting for my free nights to get unlock in these covid times we need everything we can get . I paid so I should be able to use them

Aug

Posted by Pissedoff

8/5/20 7:13PM

I am currently waiting for my apartment to be ready, and I had to be out of my other place so I booked a couple nights at an extended stay hotel through hotels.com. No where on the description of the hotel did it state that even though you pay for the reservation on the app with a credit card that the hotel also charges a $100 cash deposit. In fact in the description of this hotel it says no cash allowed. Needless to say with myself moving and helping my daughter and grandson move into their own place I was flat broke. I'm called hotels.com to ask them just to move me to another hotel and their answer was to refund my card which could take 10 days and offer me a $40 voucher for a future stay. They did not care at all that I would be sleeping in my car for the next two days. After he put in the request to refund my card and after I told him I was broke, he offered to book another night at a horrific hotel in my area for a more expensive rate and asked me for f he could run my card for the total amount. I asked him what part of broke he didn't understand and told me that was the best he could do for me having to sleep in my car for two nights because their app said nothing about the extra fees the hotel charged. Not one single person at hotels.com cares about the actual guest even though I'm supposed to be a preferred silver customer. It's all corporate greed!

Jul

Posted by William

7/30/20 1:43PM

Hello everyone. As I can see by reading the reviews, I'm actually waisting my time. I had a bad experience at the Best Western in Kodak Tn. over the weekend of July 24th, 2020. I though the hotel issues were minimal until I tried talking to Hotels.com themselves. I was hung up on several times and one of the call center employees named Mike, he had an accent and I don't think that was his correct name, told me if I called back he would F*** my mother. I won't use Hotels.com nor will my family. There're plenty other sites than can be utilized without having customer service of this nature. Goodbye and hope it goes bankrupt from their issues.

Jul

Posted by Scott

7/20/20 9:47AM

I had made a reservation thru the web site got the guaranteed room email, made a call to the property on another issue only to find they did not have my reservation, the property informed me that they had emailed hotels.com back stating they could not accommodate me ( i have this email ) I called customer service to question why they did not contact me regarding this? they could not tell me why? if i had drove the 4-6 hrs. to get to this property I would not have had a room to stay, all your customer service & supervisor said they could to was to book another hotel, I told them that the property i Was planning on staying in is resort & spa and that there is no other hotel like in the area. I was told the room would be cancelled and I would get a confirmation email in the morning, I did not receive this email, I had to call Back again !!! I asked for some sort of compensation as my whole trip had to cancelled as this was going to be special trip to the resort & Spa. The supervisor told me NO and that the only thing they could to was to book another hotel, as stated before nothing else like this in the area. I thought it would have only been fair that some sort of Compensation would have been appropriate. So in the end 2 hours over 2 days on the phone one cancelled special trip, zero customer service action, I suppose I am just a small Cog in a Giant Corporate Wheel, a response to this would be appreciated, but I assume not to be Expected,

Jun

Posted by Shane from CT

6/30/20 2:12PM

Unfortunately due to the pandemic, I was forced to cancel/change my reservation for a hotel in Canada. Due to the hotels strict no refund policy (even in the event of a PANDEMIC) they will not refund me my $1800 and are trying to charge me extra for being forced to change my reservation (again not my fault). Online it states that the hotel is a "Pay upon arrival", as I was told the same by the representatives of Hotels.com, the hotel charged my card full price anyway (another 2 hour long conversation with representatives). Hotels.com reps state that they cannot help me that I would have to call the hotel myself. Well SIX phone calls later and much attitude from the reps at hotels.com and the hotel itself, I will have to accept the dates that they have for next year or lose out on all of my money. I have dealt with Hotels.com for many years and this is my last time EVER. I am so disappointed and disgusted with this company and their customer service. They definitely shouldn't be doing business with Imperial Living Canada. It is appearing that I unfortunately may have to seek legal counsel; so unfortunate.

Jun

Posted by Anonymous

6/27/20 8:46AM

South tampa suits kick me out cause I had a bike in room but never said I couldn't but didn't care when told then that ac leaked water all in my stuff

Jun

Posted by Niadal

6/23/20 6:51AM

I recently had a booking cancelled and when inquiring about my refund I was sent a refund receipt and found that you credited some random credit card! Not the one used for the booking, not one used or associated with my online profile not even the one charged for the booking! When calling to dispute this your team had the audacity to tell me (even when offered proof) that that card was indeed mine. When it clearly was not. I offered to provide reference numbers of the transaction charge and proof and even told them that card was not on my profile and I could
Sent them the proof and I had already waited 10 days for my refund!! They did nothing and did not believe me! Your customer service is little to be desired!! I have to now go dispute the charge with my bank because of this company's incompetence! I will be looking to write a long letter to the corporate office with proof of this occurance. I have been a long Hotels.com customer. Today you have lost my business!

Apr

Posted by L

4/29/20 6:18PM

Worst company to deal with. Absolutely horrible. I wish they would close down that's how much they suck.
Price match is a joke, they say no to everything.
NOW DURING THIS COVID 19 PANDEMIC they're refusing to give me a refund EVEN THOUGH it clearly says on their site that non refundable bookings can get a refund. I called 3 times and spoke to some "supervisor" NAMED REN. absolutely useless. The way she spoke to me was not professional. There was no conflict resolution NOTHING.
None of the reps seemed to know where the page was or what it said!! Like are you kidding.
I have warned my family and friends not to use hotels.com and will continue to do so. A company and their employees will be judged on how they behave and respond during this pandemic. And hotels.com has acted veRY poorly. I DONT WANT A VOUCHER!!!!!! I do not want to come back to your site !!!! I will not be giving you more business!!!

Apr

Posted by Kim

4/3/20 1:55PM

Hotels.com $300 from me I booked a room through them online they took the money off my card cancelled my booking but never put the money back on my card

Mar

Posted by Mad as hockey sticks

3/28/20 8:59AM

Have you shut down? At this time of need you are essential and no one can get in contact with any one there. No live chat or phone. Get with the century and work from home like the rest of us.

Mar

Posted by J.B.

3/23/20 1:38PM

Hello. I hope this message finds you well. I am not at all happy about the customer service myself and travel companion have received from your establishment. We have tried for the past two weeks to get in contact with your office. With little success, we were able to finally get a hold of someone, but our issue has not been resolved.

We were set to stay at the Dream Inn in Puerto Rico from 3/18-3/22. We were able to get a hold of a customer service representative on 3/16. They advised that the prepaid reservation would be cancelled at no penalty to us, with a full refund. Days later, the refund still did not process. We contacted the hotel and spoke with the owner, Nimu. She stated that she did not receive a formal cancellation from you regarding our request and the reservation is still active and valid in their system. She said that she can process a no-show and charge us a penalty of one night's stay.

Again, we were already told that we would receive a full refund. We got a hold of customer service on 3/19. The representative was extremely rude and ended hanging up the phone call. We have further communication from the owner, Nimu, that she will grant an exception and process a full refund. However, you need to cancel the reservation in your system in order for that to process. I have called your establishment hundreds of times and have not been able to get a hold of anyone. I will continue contacting you all until I receive my full refund. This is unacceptable customer service.

.

Mar

Posted by OSCAR

3/22/20 10:26AM

I tried cancelling my trip with out penalty due to coronavirus and they didnt not issue full refund. I had 2 other reservations direct from the same proprty and they cancel and got full refund. No customer service no one that can help hotels.com should honer full refund not tak advantage of this situation its out of our hands this coronavirus hope i can get a respond.

Mar

Posted by Theresa

3/22/20 6:40AM

I recently had to cancel my prepaid room at Quality Inn Kingston NY due to the coronavirus and our event being cancelled. I called Hotels.com who then transferred me to the hotel. Once connected I spoke to the front desk mgr who took the cancellation but couldn't do a refund because it was prepaid. Since when do you get penalized for prepaying? I then asked to speak to the general manager who in turn did not answer his phone. I left 2 voicemails to which he still hasn't responded to more than a week later. After emailingChoice Hotels.com and providing all information requested I was again denied a refund. Trying to contact a Hotels.com is a joke these past few days. Calls don't even go through if they do it just rings with no one answering. Live chats also not helpful. A automated response to my refund request was referred to a "live"agent with a comment stating someone will contact you in 8 hours! I'm still waiting!
This customer service is absolutely ridiculous! The coronavirus and subsequent travel bans are not my fault and all refund requests should be honored! I know I'm not alone in this situation so why not do the decent thing Hotels.com and refund your customers?!

Mar

Posted by Carlo

3/5/20 2:40PM

I booked a hotel at IBIS Dresden Zentrum for dates May 7-8, 2020. This booking was made thru Delta Airlines Website. Being a Delta Medallion Loyalty Member, I trust my booking made thru them.

I was surprised to find out that my credit card has been charged for this future stay. At first, I didn't mind because I knew our trip was going to happen.

But, due to this Corona virus issue, I wanted to cancel my stay because our trip to Germany might be cancelled or postpone. I tried cancelling the booking but I was surprised that they cannot honor my cancellation because of a policy which states the ff:

"Kindly note that cancellations or changes made before 4:00 AM local hotel time, Friday, March 27, 2020 are subject to a hotel fee equal to 90% of the total amount paid for the reservation.

Cancellations or changes made after 4:00 AM local hotel time, Friday, March 27, 2020 are subject to a hotel fee equal to 90% of the total amount paid for the reservation.

If you fail to check-in for this reservation, or if you cancel or change this reservation after check-in, you may incur penalty charges at the discretion of the hotel of up to 100% of the booking value."

I tried to reason that they should honor my cancellation because my stay is still months away, May 7-8, 2020. Additionally, I cannot understand why the cancellation policy dates states March 27, 2020. What has March 27, 2020 got to do with my stay on May 7-8, 2020. What's worst, they are only refunding 10% of what I paid.

I'm hoping to get a favorable response and treatment from this issue not to mention that I booked with IBIS hotels many times. Additionally, I made the booking thru Delta because I trust their partnership with Hotels.com.

I am hoping for a favorable response from Hotels.com higher ups.

thank you.

Carlo G. Angeles
Toronto, Canada

Nov

Posted by Anonymous

11/27/17 8:08PM

I cancelled a booking through Hotels.com at the Best Western Hotel in Port Wentworth, Georgia. I rebooked a reservation at the Days Inn in Port Wentworth, Georgia through Hotels.com for a 2 night stay November 24-26 2017. I received an email confirmation for the cancellation of the Best Western Hotel but I didn't receive an email confirmation for the Booking at the Days Inn. I checked in at the Days Inn on November 24th and checked out November 26th. Total cost on my credit card is $222.00. The Days Inn said they couldn't print out a receipt because it was booked through Hotels.com. Hotels.com said they couldn't give me a receipt either. I NEED A RECEIPT ASAP to get reimbursed through my company. This is a TIME SENSITIVE MATTER. Thank you

Nov

Posted by Hotels.com DoubleTree by Hilton

11/20/17 1:01PM

Stay 3 nights and get the 3rd night free $109 (original night marked through) and the $73 suppose to be $73.00 x 2. They are trying to charge for the full amount of 109.00 x 2. False advertisement.

I am sharing a link so you can see how they posting false advertisement. Let me know what you think. If the rooms suppose to be 73.00 a night and the third night is free why is hotels.com charging the original amount the full price of 109.00? I spoke with Allison at the Corporate office and she can't give me an accurate reason why.

Sep

Posted by shirley donaldson

9/27/17 8:56AM

please be aware when you are booking your room with hotels.com, if you book more than one room the last room is the lowest price and they will not tell you that until you has cancel rooms please be aware, and it was the same day and they stated that they couldn't flip it back to the lowest price, and the corporate office is standing behind all of this,

Sep

Posted by Anonymous

9/1/17 9:13AM

My wife and I have booked several rooms this year through Hotels.com. Today we have one booked and I noticed that Hotels.com did not give me credit for this one today on my rewards. So I called the 800 number and talked with a woman and explained to her that I had rewards and I booked a room for today, but it was not listed. She advised me that the room was under my name, but the e-mail was under my wife's e-mail address. I explained that I did that so if there was any notification that she could track it, due to me working a lot and I did not want to miss anything. I advised her that we are married, same last name, same credit card, same address, and I booked this, and it was in my name, and that we would like the rewards for this. She advised me she would check and it would take a little time, approximately 10 minutes. She came back to the phone and advised me that she was sorry but since this was in my wife's e-mail, nothing could be done. So I asked if I could speak with her supervisor and see if they would help. Another 10 minutes went by and then I was told the supervisor was too busy to come to the phone because of high call volume and I would have to call back later. I asked her to have the supervisor call me when she had time. At this time I had been on the phone with Hotels.com over 30 minutes trying to resolve a simple reward stay, not ask for a refund, or money back on a stay, just to receive what they advertised for getting credit for one night's stay. About 10 to 15 minutes later the supervisor called me back, her name was Georgie, and she called me from 602-603-8018. She advised me that there was nothing she could do, and I told her that if that were the case we would not be doing any business with Hotels.com any longer. She then told me not to threaten her, and I told her I was not threatening her, just telling her that we would not be doing any more business with Hotels.com since she could not fix this issue. She again told me not to threaten her, and at this point I realized I am talking to someone who does not understand business or common sense, and said goodbye. In today's competitive world, customer service is very important. Customer Service is what sets companies apart and companies continue to grow. This Hotels.com customer service supervisor is in the wrong position and does not understand anything about customer service. All this hassle over trying to get credit for one night's stay that I normally would get, but now because I used my wife's e-mail, which they verified as my wife, but still would not get me the credit. People change email accounts all the time. Sometimes they use a work email and no longer are employed with that company and get a new email. Furthermore, there should be a way to link a husband and wife's email account together since we travel together and often times alternate who is sitting at the computer booking the vacation. I am retiring soon and my wife and I plan to do a lot of traveling. There are many other companies to go through for booking hotels that offer the same rewards and some better. I plan to look into those rewards programs for retirement travel as this was not handled or resolved properly.

Aug

Posted by Frieda

8/24/17 9:40AM

I reserved room in Hilton Frankfurt City Centre obviously in Germany through Hotel. com. The policy of Hilton Hotels all around the world is, they cancel till last day. The website of Hotel.com for that specific hotel shows the same thing. They cancel the reservation for room with breakfast and without breakfast till last day. I fall AND FRACTURED my shoulder tree weeks before our trip. Obviously I should get my money back for medical reason. They are playing game every time. So far since June they have done nothing except. Their excuse is that they have to contact the hotel. I called the hotel, my daughter called hotel. Their answer is "You have to call hotels.com (Expedia.)They are keeping your money, we cancel till last day. We do not have your money which it makes sense. Hotel.com is useless. I want my money which is $1513. They have trained their customer service to lie and steal from people.

Aug

Posted by Anonymous

8/22/17 1:34PM

I Had A Horriable Ordeal With Hotel.com An They Offered Me A 100 Voucher But Did Nothing To Address Their Mess Up I Hope Everyone Has Been Following Me On Social Media I Am About On Evrrything To Post My Such Such Bad Exp With Hotel.com An For The Record The Reservation That I Had Booked With Them An It Was Cancelled Without My Knowledge An Not At My Request But Due To Hotel.com Dropped The Ball They Other Resolution Was For Me To Call The Hotel Of My Choice An See If I Can Work It Out With Them Are You Serious I Already Spene Every 15 Minute Break An Luch Break For The Last 2 Monthe Speaking W\hotel.com Begging Them To Assit Me With An Issue That They Dropped The Ball On An Guess What As Of Now I Still Do Not Have A Reservation For My Wedding Anniversary Which Is This Weekend But It Seems Thaty All Hotel.com Wants To Do Is To Sat Ih Well An Give Me Their Bottom To Kiss Sorry So Blunt But That Is How I Feel Right Now My Anniversary Is Special To Me A My Husband An I Not Being Able To Take The Wedding Anniversary Trip That We Requested Back In July Is Discouraging To Us At This Time We Have No Plans Due To Hotel.com Mess Up An No Rservation Not Even Sure If My Husband An I Can Have A Get Away This Is Ann Issue To My Health As Well I Have Had Several Panic Attacks Since I Have Bveen Dealing With Hotel.com An The Emotional Stree In Unbearable It Seems As If I May Have To Ahev Someone Higher Than Me Top Join This Battle Due To I Will Not Stop Till I Get The Reservation That I Requested In Jlut ...

Aug

Posted by CONCERNED CITIZEN

8/1/17 9:04PM

Beware Of This Company,they Take Your Money And Are Careless To Leave You And Your Family Stranded Without A Room. They Do Not Relocate You Or Take Responsibility For Their Actions.once You Book Your Reservation With Them They Charge Your Account Immediately, Then Send You An Email Telling You, That You Have A Guranteed Reservation, Then They Forget To Pay The Hotel You Booked.
I Booked Two King Rooms With A Sofa Bed, When I Arrived At The Hotel, I Was Told That They Were Sold And They Did Not Have Any Reservations For Me. I Told Them I Had Two Rooms Reserved Through Hotels.com Which Once They Checked My Name They Said They Never Received Payment And They Told Them They Had No More Rooms Available.
Hotels.com Never Had The Courtesy To Call Me And Notify About This, I Had No Place To Sleep With 3 Kids And A Disabled Person.
How Can They Treat People Like This?, And Take Their Money In Advance And Use It And Give People False Piece Of Mind By Sending An Email Stating Your Reservation Is Guranteed When They Dont Even Bother To Pay For It Or Make Sure They Make The Reservations.

This Company Is A Fraud, Stay Away, Be Aware!! They Dont Care About You Once They Take Your Money!!! Stay Safe Without Contacting Them. You Are Better Off To Book Directly From The Hotel, Then Ending Up Without A Place To Stay. This Ruins Your Vacation!!!!!!

Jul

Posted by Anonymous

7/24/17 1:56PM

I booked a reservation and pain in full in early June. Then I modify one of the bed types a couple of days before my arrival. I received a confirmation that the change was made. When we are arrived, which I booked 7 rooms on two separate reservations, I was told at the hotel that the one that I changed was actually cancelled. When I tried to reach Hotel.com the put me on hold for 20 min. at international rates, then disconnected me. When I called back for another 20 min they could not solve the problem. Ended paying for the rooms again. When I returned to the US I called 3 more times, 2 times told they would call me back within a 3 hour window. No return call. With each call I have to repeat the history as they of course have no notes in their system. The lack of customer service and the inability to reach someone who can solve the issue it simple awful. It appears that Hotel.com has no interest in taking are of their customers.

Apr

Posted by Anonymous

4/3/17 6:57AM

I booked and paid for my reservation in full on 3/31/17 through the website.My reservation was cancelled on 4/1/17and instead of receiving a phone call which is on the reservation and the my account, an email was sent to me the day before arrival which was a Saturday (I don't check my emails on the weekend) asking me to contact Hotels.com. Needless to say my family arrived at the hotel on Sunday and was not able to check in. I called customer service and received No Help!! An escalated ticket was submitted to be advised it would take 1 - 3 hours to be called back, This was at 4:30 pm on 4/2/17 and as of 9:44 am 4/3/17 I have not received a call back, no email, nothing. Hotels.com was quick to send an email to cancel my reservation but very slow to respond to their customers. I am going to put my review on Facebook and Google of the bad customer service and experience I received. I still don't know why my paid in full reservation was cancelled. I had to find another hotel for my family to stay in after they arrived in another state! Hotels.com has lost my business

Mar

Posted by NicoleSams

3/15/17 1:38PM

I booked 2 hotel rooms in Shanghai, China, for arrival on March 15th. I called hotels.com and advised that my bosses would be arriving around midnight but probably after and do not cancel the reservation. I asked the agent to add the information to their reservation. The agent added a note to the account but only said would arrive around midnight, did not add do not cancel reservation. Because of the lack of detail from the agent, the hotel cancelled the reservation because they considered my bosses a no show. I called and spoke with several agents and 2 different supervisors. I was told that there was nothing extra that they could do and then proceeded to ask for the corporate phone number and was advised that they did not have it and I could google it. I will be contact Hotels.com corporate headquarters and filing a full complaint. This is NOT CUSTOMER SERVICE!! Since Hotels.com refused to assist me, my bosses had to sub sequentially find another hotel in Shanghai at 3 IN THE MORNING!!! I have used Hotels.com and currently have hotels on reservations through them. I can say that I will no longer use them and will cancel my reservations and contact the hotel/resorts myself and book through them.

I have never in all the time arranging travel been told; 1 that there is nothing that can be done and that they do not have the information to contact their company's headquarters.

Feb

Posted by Marie

2/13/17 12:38PM

I called and spoke with a live agent so I can book 2 nights while I redeem a free night. I gave my credit card which I gave to a live agent. He sounded middle eastern. I even asked if the line was secure because I know better not to give credit info online. He said, their line is the most secure in the world.

After a few weeks, I got a pending charge of $4.33 in my account and it says ANCHORAGE INN. However, it conincides to the day I am checking in at the hotel I booked through hotels.com.

It is a small amount but I read somewhere that if they start charge even as 5Cents in any stolen credit card, the theives can rake in millions of dollars.

I called my bank's fraud department and they said the charge was a TESTER. If not detected, a bigger charge will appear in my card.

It seems that the call center agents you hire overseas are selling the credit card info or maybe themselves are on the crooks and have a fiesta time with credit cards accessible to them through members they speak to.

I think you should investigate this further - especially that hotels.com are contracting labor overseas.

Jan

Posted by OMA

1/24/17 10:11PM

Hotels.com is scamming people with their price match policy. They are not crediting back for the proper sales taxes and are therefore keeping the extra sales taxes that they are charging. That is illegal and their Phillipine call center people told me that there is no one there that understands the sales taxes, and tney also told me that there is NO call center in the USA and that I have no choice but to deal with them. So no one can credit my account properly? I am owed $$ and I need it credited back ASAP!!!

Nov

Posted by Anonymous

11/1/16 5:56PM

To whom it may concern, 10/30/16

My name is Kathy Dugan and I booked a room through Hotel.com for Las Vegas for 10/28/16 and on my itinerary it say "you won't be charged until you check in or check out"... Ok Great!!!! And the agent that took my reservation told me the same thing... Will what happen the Hotel charged my room anyway for the first night at 9am on 10/28/16 way before I even got to the hotel or in town for that matter.

The bad news is that when it went thought in put my account in over draft because I was shot by 20$ or so... If they had waited for me to check in, this wouldn't have happen. Today was pay day and I was going to the bank after work or if I had known ahead of time I would have made sure that there was enough money in there. But because I believed what was said I got my overdraft. Not happy at all,

And the agent that I talk with about this say it was hotel policy to charge for a room to make sure

that it was guaranteed and no refunds.... That's not right.... Im SOOOO upset about this... this is my daughter's wedding weekend and to start it this way is very WRONG....

I was also charge for another night and a resort fee, plus a security deposit of 100$ I was not told about....

After this weekend I will never use your HOTEL.COM again if you can't stand by what you tell people....

I talked with the hotel manager and she said she couldn't help me, so needless to say I won't be using them at all either.....

ONE ANGRY CUSTOMER!!!!!

Oct

Posted by ken

10/5/16 5:29AM

This company does not honor it's own online offers. Their "off-shore" complaints department not only has difficulty with English but also no access to review a member's bookings. All the "rewards" activity requires a subscriber to forward scans, paperwork & multiple correspondence to correct a problem. They do and cannot access their own "offers' creating a frustrating dialogue(which may be their objective). Will be switching to Travago; where the pricing is the same.

Oct

Posted by enuffhotelscom

10/4/16 1:23PM

NEVER AGAIN! I made a reservation through Hotels.com to a popular hotel chain.
I had to cancel my reservations. The Hotel said I must do that via Hotels.com
That began an OVER TWO HOUR effort to get anyone to answer the phone at Hotel.com. (I had a time limit in order to make my cancellation without being charged. I stayed on hold for over two hours. Nobody ever answered. Meanwhile the message repeated that it was easy to cancel online through "manage my bookings." Not so. going to that window, there was nothing to say "Cancel." There was a tab that said "change booking," but it still had no "cancel" option. I got messages to leave a callback number and to expect a call in 12 minutes. Over two hours later, it finally came. Hotel personnel said it is typical of Hotels .com. The person who called me back was in the Philippines though the caller ID said it was in Arizona.

Aug

Posted by Anonymous

8/4/16 11:25AM

Never us Hotels.com. I reserved a room through them for one night. Had to cancel and did so through the hotel itself. I was not aware I had to do it through Hotels.com. When I called customer service to check on the charge I received the person I talked with was very rude and obnoxious. Put me on hold to check with the hotel, came back saying they said I was a "no show". When I asked this person their name, I was told it was "JAKE". Sounded like a woman's voice. I checked with the hotel and the clerk said someone did call and again was rude and hung up on her. She told them I did call and cancel NOT that I was "no show". I am 85 years old and this is not the way to treat anyone or earn anymore business. Please tell everyone not to use HOTELS.com

Mar

Posted by VERY ANGRY CUSTOMER

3/16/16 2:48PM

Do not book with Hotels.com! I booked a room through them for 2 nights in San Antonio. Prior to my arrival (3 days before), I called to change my reservation to 1 night instead of 2 nights. Easy, right? Nope! The wouldn't make my change. They told me I had to keep the 2 night reservation or cancel and go with another hotel in the area. Not to mention that they lied to me and told me that they spoke to the hotel directly and the hotel wouldn't do this change. I called the hotel myself and they said they would never tell a 3rd party they cant make a change to a reservation. I ended up canceling my whole reservation. I guess they rather loose a whole reservation than make money off of a change. Makes no sense to me. The customer service is horrible and I will never book with hotels.com again.

Mar

Posted by Anonymous

3/7/16 7:48AM

As I read the other comments I can see that I am not the only one who got robbed of their money! I booked a apartment hotel in Miami (Servirants) on January 24 for a trip for my birthday on May 13-15. I selected the rooms where I could pay at the hotel when I arrived. After I booked the hotel I received an email stating that I wouldn't charged until I checked out or checked in. Well the very next day I was charged! $499.32 to be exact! I was furious so I cancelled the room thinking I would get my money back. Well I didn't. Called hotels.com and pretty much got the run around the manager is suppose to be working on it but still haven't got any results yet! I will never book through this website again!

Feb

Posted by Julianne H Gustafson-Lira

2/1/16 11:16AM

February 1, 2016. We made a 3-day reservation for Casa del Madrileno in Madrid Spain on December 10, 2015. The reservation on Hotels.com specifically states that the hotel would charge us either upon arriving or registering out. As we've dealt with Hotels.com for at least 12 years, we thought no more about it. Our reservations were for December 26-29. When we got ready to leave for the evening, Mr. Azar proceeds to accept our 168 Euros for our stay. As we left hurriedly that evening, we counted on getting a receipt when we returned for the evening, but he was not there. In the morning, the attendant said he came in after 4 p.m. too late for us to get the receipt. When we got home, we checked our credit card and realized that he had already charged us not only once but twice on December 9 and 10th and he had cancelled only one of the charges. With paying direct in cash, he had actually charged us twice. Since December 30th we have been trying to get reimbursed by calling Hotels.com. I've spoken to Richard, Grant, Kim, and Janine. Each one has called Mr. Azar who said that he would return it immediately but then kept stalling with various devious tactics including trying to befriend me with inappropriate emails, telling me his troubles and sending me half naked pictures with his dog. and signing off with "kisses and hugs." I'm a 70-year old married woman. In spite of all of this and 5 calls to them, none of the Hotels.com representatives have been able to reimburse me for the double charges of 168 Euros. Someone really needs to start a class action suit against Hotels.com for their incompetence and culpability in all this abuse, time spent dealing with this issue, high blood pressure caused by it and strife. Although this is the first time it happens to us with Hotels.com, it appears that this is not the first time it happens many other people. I appeal to Hotels.com to either return the double charge or force in some way Mr. Azar to return this money to us and stop the abuse. I've already informed the proper authorities about this issue.

Jan

Posted by Anonymous

1/3/16 6:08PM

I had the worst experience with Hotel.com. I called the hotel to confirm a reservation for my boyfriend and myself and they stated that it was cancelled. Called Hotel.com to figure out what happened, they stated that I called and cancelled my reservation the day after I mad the purchase. Puzzled, I old them that the occurrence was impossible since I never did such thing.They told me that they refunded me, but the funniest thing was that I never received a confirmation email of my cancellation and the money was never refunded to my credit card. We had a great deal, two nights in a nice hotel for $270; can't beat that. I asked if I could get the same room for the same price i paid, the customer representative said since I "cancelled" my reservation and got a refund, they can't do anything about it. Furious, because this was the fault of the company they said for $520 they can give me the same room, but give me a $100 rebate in a few days. Hell no, i declined, at this point, with no apology from the company and a huge mishap on their part, we should get a room for free for putting us through so much trouble, considering that I spoke to a representative and the supervisor separately. I have yet to see an email confirmation on my refund and cancellation. We always had great service from them, but after this incident. I WILL NEVER CHOOSE HOTEL.COM EVER AGAIN.

Jul

Posted by msweetsr44

7/23/15 1:43PM

I had a problem with a booking on their website. I called the phone number listed in the upper right hand corner. In less than 2 minutes all of my problems we fixed. I have now booked over 20 continues stays with Hotels.com and everything has gone off without a hitch.

Jun

Posted by HOTELS.COM--never again

6/5/15 2:52PM

My first and last time using HOTELS.COM. There is NO phone number you can call or person to talk to if you have a problem. Their call center is in the Philippines and
they can not or will not help you.
I booked roundtrip air to Puerto Rico and a room for 2 nights. I was told I would receive an e-mail within an hour with my confirmation number. The e-mail never arrived. Calling HOTELS.COM the next day they tell me they have no record under my name or telephone number. Checking with my credit card company the card had been billed $1,122.00. I spent the entire day trying to reach someone to help with no luck. They state they can not help me without my confirmation number which they never sent me. Even an e-mail sent to the Corporate Offices got no results.

Apr

Posted by Unhappy Customer with multiple G

4/18/15 11:12AM

I am again overwhelmed by the extremely rude unprofessional service offered by the people that answer the 800-246-8357 customer service line. Not only are they unhelpful and rude if they find that they don't want to help you or something seems like it will take some precious amount of their time they will just hang the damn phone up. Forget calling back and asking to speak to a supervisor, they act like they have no class and have not even graduate high school. I know the calls are recorded. I have written feedback to the website and responded to e-mail surveys, but no one, and I mean no one from the company has even bothered to inquire or acknowledge the gross negative actions of their employees. I am going to file a report with the Better Business Bureau. Please see Website to file complaint for yourself:

Apr

Posted by N

4/14/15 1:53PM

On the phone now . . . 57 minutes in and I am still trying to get credit issued for a duplicate billing! I am doubtful that service reps in El Salvador will handle my case with any favorable result. With each person in the chain, I repeat my siuation again and again and continue to be met with "I'm sorry" on top of their uninformed confusion.
Customer service reps are pleasant enough but woefully untrained and too far removed to know much or really care.

Apr

Posted by ocktober

4/7/15 2:54PM

Just got off the phone with a whole bunch of useless unprofessional poor excuse for people who dont even deserve a paycheck since it consists mostly of giggling and goofing off and hanging up on people who dont now how to handle their jobs as supervisors (GIZMO). My boyfriend and I booked a room that stated online that the rate was $149.00 for one King bed and it stated on the bottom that the TOTAL COST FOR THIS BOOKING.... $149.00. When my boyfriend recieves his email confirmation is says that there is a total cost of $461.56 which is not what we said okay to. Then the confirmation reads that it is one Queen bed and a sofa bed which is somthing else we did not okay. We are being charged for a room we DID NOT request and being charged for an amount we DID NOT okay. This is false advertisement and a website that robs people... DO NOT USE HOTELS.COM... unless you want to be robbed! Also do NOT ever book the Hollywood Blvd Extended Stay hotel... more thieves and liars.

Mar

Posted by Anonymous

3/22/15 2:25PM

I don't usually leave comments but I felt upset over your recent commercials. I'm not sure who approved the launch of your recent marketing campaign with "Captain Obvious" but whoever it was, has a problem. Every one I have seen or should I say forced to see has had some form of sexual innuendo. I told my wife that based on the moral slant of these commercials, I would never deal with your company. I hope you take another look at your advertising agency and give them some direction on what people feel about the direction they are taking.

Feb

Posted by Anonymous

2/13/15 6:27PM

I don't usually leave comments, but I am mad. Made a reservation for June 13th for my 79 year old mother. Dates were showing right when we booked. Then we get an email stating. Feb 13th. I was told my card would.not be changed until we showed. Email was sent the 13th. Day AFTER I cld change. Callex, spoke with a mgr who said no. REALLY??????? -It's not our fault your system screwed up.

Feb

Posted by Traci087

2/9/15 5:27PM

Hotels.com is HORRIBLE!!This was my first time booking a room online and I accidentally booked for the wrong date and I tried to cLl and tell them the error and they told me to call the hotel I was trying to stay at and they told me to call hotel.com customer service.I have been giving the run around ALL day today, and to be honest this really pisses me off. I don't have the extra money to book another room. Customer service and customers matter is BS with this company and I WILL NEVER EVER use HOTELS.COM again. I work in customer service every single day and I wouldn't dream of treating people this way.

Feb

Posted by none

2/5/15 6:16PM

I booked 8 rooms last May, 2014 and just recently booked 5 rooms for next week. They will not give me credit on the previous bookings like their rewards program suggests. Will not use again unless rectified.

Jan

Posted by Christy

1/11/15 8:03PM

I have NEVER experienced such POOR customer service and lack of consideration from a company and their employees before. I booked a family trip to the snow recently and on the day of our arrival, that morning my 2 year old son had a medical emergency where he had a high fever and started seizuring. We had to take him to the ER and were there all day. Needless to say we were unable to travel that day nor take him to the freezing cold in that condition. I called to see if we can cancel or change the dates and they said they cannot without the hotel managers approval. They cancelled my reservation without my consent (as I could of at least tried to see if a friend or family member could have used the reservation instead). When I received the email notifying me of the cancellation, I called back immediately and they said there was nothing they could do. I spoke with the manager and he was worse than the first couple people I spoke with as he kept saying that his employees do not cancel unless they are told to do so, which is BS! He refused to do anything about it and basically stated that if I wanted to reservation back I can pay again for it! I attempted to reach out to the hotel manager, to which she refused to refund me as well, knowing the situation we were in and not caring one bit.

We had a legitimate medical emergency that we could not control nor foresee happening and no one gave a sh**. I was willing to provide whatever documents they needed to prove that I was not lying to try to get out of a reservation but they didn't care nor want them. I even asked if I can maybe get a credit, not even money back so that I can still take my kids on a family trip but they refused.

They rather take your money no matter the circumstances with no care or empathy for peoples situations. WORST EXPERIENCE EVER!!

Jan

Posted by dac0503

1/2/15 8:03AM

Dear Hotels.com Corporate Office

Please, no outsourcing offices. I DISLIKE OUTSOURCING DUE TO THEIR INSENSITIVITY. Let me explain further:

My confirmation number I am travelling back to the Middle East; an alert from the American Embassy was sent to us, American citizens. About a month ago, there was an American teacher stabbed in this city. I was expecting to be safe in my hotel room on this New Year's Day. What happens - NO RESERVATION.

No room; I was stranded. How could an American company do this to their fellow citizens? Your outsource company does not care. Please return the customer service departments back to Americans!

Another thing: In two days, I had to travel within the Emirate to a remote area for my job. Once I got there, I called Hotels.com for a refund. I never got an email confirming this. Meanwhile, I finally, after the third call, I get this email telling me that my credit card was charged and my reservation is intact. I call the hotel, Royal International, and they request that I forward this email to them so they can assist me in obtaining my refund. I was never in their reservations list! For the third time, I call hotels.com and finally speak to someone; the refund receipt is sent. I ask to speak to a manager. Sonya comes on the phone. I can hear her but she can't hear me, so I tell her if she cares she would call me back. Another thing: I changed my phone number twice to my real contact number 408-846-5650 and it never saves. Sonya, the manager does call back. She still can't hear me. I am frustrated and ask her why she called me and she states, "I don't want to talk with you." Again, I HATE OUTSOURCING. There is no sensitivity. I dislike the fact that my credit card was charged with no evidence of stay. I had to do the work to get my credit back. My safety is not secured due to your lack of efficiency. PLEASE RETURN CUSTOMER SERVICE TO AMERICANS WHO WILL TAKE CARE OF AMERICANS.

Nov

Posted by clindsay44

11/19/14 6:41AM

when booking online I accidentally put in the wrong date and because I did that they refuse to refund or change the date of the booking so I lost a hundred bucks that really bothered me, I will never book at hotel.com again they showed no compassion or care in the world about me.what was really sad it is I called 10 minutes after the booking mistake and they still wouldn't change or refund the money please don't book with hotel.com

Nov

Posted by MadHatter

11/2/14 9:09PM

Hotels.com Web site sucks in my book. The reason I say this is because my family & I booked a 1 night stay at Hyatt Place Lake Mary, FL. Due to a flight delay with our Allegiant Airlines flight we contacted Hotels.com to change our reservation to 2 days later. I was told by Hotels.com to call the front desk of the hotEl to confirm the change, which I did. We arrived in the early evening & went to the front desk where we were told that our reservation was canceled. I asked to speak to the manager who told me she had a another room which she would charge me full price for. I told her I already paid for the room & didn't have extra money to pay for it twice since I still had to pay for my rental car & parking. She refused to give us a room even though it was there fault for cancelling it error & paid for. I then contacted Hotels.com Hyatt.com corporate phone number & both refused to do anything for my family & I. We ended up having to sleep in our car in Hyatt Places parking lot. At around 11PM my 8 year old son had to go to the bathroom so we went to the lobby. The front door was locked, so I knocked on the door. I told the guy at the front desk the my son needed to use the restroom. He refused to let us in & instead called the police on us. The police told us that there was nothing they could do since the hotel just sold out. I then tried to write an honest review about how Hotels.com left us stranded with no room & post it on Hotels.com. They have refused to post a negative review about themselves. So the Hotels.com commercial with Captain Obvious which says that they have honest reviews is a lie because they only post one's that sing their praises. Do trust this Web site with your business because when you need help with your reservation they will leave you stranded.

Oct

Posted by upset costumer

10/21/14 4:11PM

booked a room at Comfort inn and Suite San diego for 1 kig bed and bunk beds arrived there and they give us the 2 queen bed instead. We ask the front desk and he said your agent booked for 2 queen bed. We try to contact hotel.com costumer support but nobody can help. one agent name Christina try to find another hotel for us and she cancel the one in comfort inn, she transfer us to Harborview inn and suite ( economy class ) and hang up the phone.. she change our hotel but still using the same confirmation number. we try to call again because we already check the harborview room and we dissapointed is totally different with the one we order. we been calling hotel.com agent for 4 hour and get nothing. all my kids stay in the car slept in the car until 10PM. "they only said we can't do anything we already transfer you one" . is this how hotel.com work?? for sure will not return. i need somebody to solve the problem. if you need the screenshot from the original order just let me know i still have it

Oct

Posted by unhappy client

10/16/14 3:27PM

I don't have a complaint with the hotel I stayed at, but I wish I had booked directly thru them and bypassed hotels.com. my credit card information was hacked thru hotels.com and I had fraudulent charges resulting. Of course, it is impossible to get thru to corporate office but I will never use them again.

Oct

Posted by Screw Hotels Dot Com

10/12/14 10:03PM

C/S is terrible. Called to get a refund on a room that had prostitutes lining up to check in as well as semen stains on chairs and couch, a clogged sink & tub, lighting fixtures that didn't work, and several other egregious and completely unacceptable hotel accommodations as well as what seemed to be a crackhead for a front desk associate. They told me that I'd receive a full refund AND a $20 dollar voucher, both of which did not happen. I called back two days later and they said that they had no "record" or "notes" regarding this conversation. They are liars. I will never book with Hotels.Com ever again and I will steer EVERYONE I know away from this scam.

Oct

Posted by Anonymous

10/6/14 10:48AM

We need an attorney. This site is criminal. I was using them with not very many issues, until i booked two nights, and when i got to the hotel they said one of the nights were cancelled. Had to pay the hotel out of pocket for the second room. When i called back hotels.com denied the room being cancelled and said the hotel refunded the room i paid for with them. After calling the hotel they stuck to their story, but there is a serious issue with the customer service reps. They LIE AND LIE. And do not take the fault for a mistake on their end and steal your money to account for it. DO NOT TRUST.

Aug

Posted by John

8/15/14 9:49PM

I'm considering a class action suit against this outfit for false and misleading advertizing and failure to deliver a free nights stay, as advertized, after I paid for 10 nights. Is anyone out there an attorney who might be interested?

Aug

Posted by disappointed customer

8/15/14 8:54PM

Your Cs Is Horrible!!!!!!!! I Would Have Thought Better Of Your Corporation. I Made Reservations With Hotel.com Last Night
8/14/14 And Before I Made It I Asked If My Credit/debt Card Would Only Hold My Room And I Pay At The Hotel? He Said Yes! I Would Be Able To Pay At The Hotel...but To My Disappointment The Was Process And The Email I Read This Morning At 10am Said Paid In Full. I Called Hotel.com Immediately To Let You Know I Was Not Expecting That To Happen Called Hotel.com And Explained What Happen They Said They Would Transfer Me To Customers Service. I Held Forever No One Pickup, So I Called Two More Times They Transfered Me Again And Again No One Answered. So I'm Out Of Unexpected Monies That I Was Not Planning On Paying Nor Did I Not Have Now. I Was Going To Pay At The Hotel. I Know I Could Have Just Cancelled But You Could Talked To Me And Not Just Blow Me Off Or Ignore Me And My Cancelling Would Not Have Changed My Bank Card Being Process. I Would Have Thought Your Services Would Be Top Notched. I'm Sure You Will Not Be Responding To This Email Or Calling Me To See How You Could Possibly Rectify This Situation. I Mightaswell Wait Until Hell Freezes Over. I Will Be Forwarding This To Your Headquarters. Shame On You All!...i Am Disappointed In Your Company. In A Competitive Business As This I Would Have Put This Fire Out Long Before It Started Burning. Supervisors Step-up And Take Care Of Customers!!!!!! I Wonder If The Owner Would Be Happy How This Situation Was Handle Or Should I Say Not Handle At Al!!!!!!!!!

Shelia Curry

Aug

Posted by Anonymous

8/13/14 11:54AM

I work in Class A property management and having never seen such a low level of customer service my life. I asked for a manager three times and spoke to two other people and they were absolutely no help. They completely refused to help me as a customer of hotel.com. I tried to cancel my reservation 5 days in advance and they refused to refund any of my money. I find it utterly rediculous regardless of the fine print, that you treat your customers so poorly. I would never use this poorly run company EVER again! If I were part of this corporate team I would be ashamed of being involved in such a terrible corporate philosophy.

Jul

Posted by Liznhu

7/28/14 8:57AM

I booked my RS on Monday July 21, on that day there was two price option for the hotel that I was looking for. one is 167 per night non refundable. second is 176 with free cancellation. so I booked the 2nd opt on 7/21 then on 7/26 I want to cancel it. they said have to paid for 1 night include fee. $307. not sure how they come up with $307 per night. with that price I can book 5star hotel. I call customer services and talk to Mgner. they say they will not refund my full amount. right now there website only show 1 option and at regular price which is what they are referring to it right now. I told them that what not the same on 7/21... hotels.com does not keep it promise and false advertise on their website. if you do not want to ruin your vacation, please stay away from Hotels.com.

Jul

Posted by Anonymous

7/26/14 11:06AM

the experience that I had with your customer service agents was absolutely horrendous! incompetent staff does not know how to book correctly. we were given the wrong prices along with the incorrect details on the room. we were told we were getting a suite but found out we were only given a standard 2 double beds. when asking for a manager she was very rude and did not help one bit. she did not give her name and she also hung up the phone twice. when i called back a third time one of the representatives told me her name was Shirley. he said he was going to transfer me over one last time and i was hung up on for a third time. I really hope you find out which manager this is and fire them. it was a horrible experience and will never use this site again and will tell everyone i talk to never to use this site as well. I expect to be contacted back immediately.

Jul

Posted by Very Disappointed

7/25/14 12:44PM

I booked my reservation with Hotels.com for your location on Feb 15. for two nights starting Sunday 16-18. I realized that I made an error in the reservation so I called Hotels.com and spoke to a representative to change the reservation for two nights for Monday 17-19. I was informed by the representative that the reservation had been changed. I arrived at your location on the Monday the 17 as scheduled for two nights. I checked in and gave my credit card for incidentals with the thought that my reservation was changed for 17-19th. The clerk then redid my reservation to cover me for the 18-19th. I was upset when I checked by bank account on the 21st and I was charged for one night. I called Hotels.com and I was informed that they had no record of my change to reservation and that I was charged for the no show on Sunday night. I am trying to get a resolution to this issue because I feel I should not have been charged for the extra night when I paid $149.00 to Hotels.com for the two nights. I called Hotels.com back and was told by a Supervisor that I would not be given a refund because they had on record that I changed my reservation. I found out later that the customer service representative I spoke to never changed my reservation and gave me a boagus confirmation number. I will never use this company again and I would advise you to steer clear of them as well. I have filed a claim with the Better Business Bureau for resolution.

Jul

Posted by very mad

7/22/14 8:42AM

This is the worst service I ever had. I made a reservation online @hotels.com on 3-15-14 to go to New Orleans to the Essence festival. Hotels.com sent me a confirmation letter with the hotel cancellation policy listed. If I cancelled before or on 7-2-14 @6pm the cancellation was free. I cancelled on 6-25-14 and did not receive a cancellation email. On 7-7*14 I was charged for two nights stay by the hotel. I contacted Hotels.com to clear up the matter. I was told that you cancelled and should not be billed. I called the hotel and they told me to contact hotels.com to have them clear the matter up because they cannot see the cancellation. I spoke to a Lin, on 7-7*14 who told me the manager at the hotel was not available and they needed to speak with them to clear the matter up and she would call be back in 24hrs. Lin never called. I called back on 7-9-14 spoke to a Toni who attempted to call the hotel and told me the same thing. I never heard from her. I called back on 7-10-14 spoke to a Caleb who told me that his supervisor Eve told him to send my information over to the head office and hotels.com would reimburse me and it would take 72 business hrs and he would send me confirmation email. I never heard from Caleb or received the email. I called on 7-14-14 and spoke with a Jennifer who had no clue what was going and and did not ever bother to look at the notes on file. I asked to speak to her manager and she hung up on me. I called back spoke to a same who gave me a reference # and told me they needed the debit card number to issue the refund on and it would take 7-10 business days. I have yet to receive a refund called back on 7-18-14 and was told there would be no refund per the hotel. This company should not be allowed to do business with anyone tell all your friends to contact a hotel directly and bypass these third party vendors.

Jul

Posted by Gus

7/9/14 6:43PM

Very disappointed customer. flight canceled, delayed, getting terrible customer service. Vacation is just in shambles over delays . getting bad and uniformed information. And customer care doesn't know the number to the corporate office when requested. I'm to grown to play sherades with employees

Jul

Posted by [email protected]

7/1/14 7:39AM

this is the worst service i have ever had. I was overcharged for my hotel stay. I sent 5 emails which were never responded to. I am now supposed to fax my bank staement to them eventhough they see the deposit i paid and the balance i paid add up to more that the total booking.

Jun

Posted by Anonymous

6/10/14 7:51AM

The National Hotels.Com TV Commercial with the man at the bar, seeing the beautiful lady and saying "sometimes you need a room" is despicable ! It puts a vary BAD image on your corporation and not the professional example a company like you should depict in a commercial. I speak from 30 years in the Hotel business in 9 states. How truly sad !

May

Posted by jdrn22

5/19/14 4:55PM

Hotels.com drops the calls to customer service. The representatives are uninformed. And there is no way one can get individual service. If you are transferred to another department, the call is dropped. If they give you another phone number, it is wrong.
Mostly, after they have your money, they "can't do anything."

Mar

Posted by Anonymous

3/27/14 3:47PM

I booked a hotel with Hotels.com on Friday, March 21st. First, the representative which I assumed from was another country could not understand me and had to repeat the information several times before processing my reservation. I was informed that the confirmation email would be sent to me shortly after we got off of the phone. I never received a confirmation after checking for several hours, I arrived at my destination on Sat, March 22nd to check in at the Ramada Inn. When we arrived we were told to come back because the hotel rooms were not clean.

The hotel was sub-standard, un-clean, the sales associate was not welcoming or professional and there people who appeared to be homeless standing around the hotel. Trash was outside of the rooms and in the parking lots; people were sitting in the windows of these hotel rooms screaming at each other. I immediately contacted Hotels.com to inform that (1) I did not receive my email confirmation and (2) I wanted to cancel the reservation immediately and money credited back to my checking account.

I called Hotels.com 5 separates times with different information being given to me each time that I called. I was asked to provide my credit card info each time and after the second time, I refused. Each time that I called I spoke to a different customer service rep and each knew nothing about the previous call and could not understand what I was saying (there was a language barrier).

When I spoke with the 2nd customer service rep (Kevin) on Sat, March 22nd, he informed me that he did not see a reservation under my name, email or credit card information. However he informed to call my bank to ensure that my card was not charged and to call back if this had happened. I got off the phone with him to check my account and email again for confirmation. The confirmation was never sent, however my card was charged at the time of the call with Kevin (Apr. around 3-4pm). I immediately called back and asked to speak with a supervisor. I was transferred to Oscar and he stated that again he could not find my reservation under my name, email or credit card info which was confusing since my credit card was charged.

Oscar stated that he could not refund the charges, however he could contact the hotel directly to cancel the reservation. The phone was disconnected while I waited for Oscar to cancel the reservation. I called back and spoke with a Kristin and she stated that I needed to contact Billing department since she had no information registered for me as well. At this point, I feel my 'blood pressure' rising and I am angry since no one knows about the previous calls or has any 'info' on my account but I have given my credit card info to two separate customer service reps. I asked for corporate headquarters contact info and I made it perfectly clear that I wanted the money refunded and credited to my checking account immediately given the poor customer service.

I have used Hotels.com in the past and have never experienced this type of problem, however I will no longer use this website or service given the problems I encountered while travelling out of town from Baltimore, MD to Greensboro, NC. Finally, my money was refunded by Kacey who happened to be the last customer service rep that I spoke to and provided excellent customer service despite the previous encounters experienced on Sat, March 22nd. The Corporate headquarters office telephone number is either disconnected or a 'non' working number. I don't understand how any company would not have an accurate way to contact its' corporate headquarters. This appears to be 'shady' or skeptical regarding business practices. I intend to contact Better Business Bureau to inform them of this matter as well.

My suggestion is to consider not outsourcing and to train staff on exceptional customer service including language barriers. Treating customers with respect rather than simply 'brushing them off', 'ripping them off for money' or simply 'not caring about what has happened' is critical. Customers are keeping your company in business so they should be respected and provided with excellent customer service at all times.

Sincerely,

Kristal Turner

Mar

Posted by Anonymous

3/12/14 9:11AM

These People Are Full of it! The Mistake Was Made On Their Part Yet They Would Not Give Me A Refund Or Have The Hotel Give Me A Refund. They Took $200 From Me And Refused To Let Me Speak To Anyone Higher Than The Ones I Spoke To. I Am Highly Upset And I Am Going To Take Legal Matters Regarding This Issue

Mar

Posted by Heather

3/1/14 10:42AM

I am so upset. I always book hotels through Priceline.com and never have an issue. I decided to try Hotels.com and had a bad experience. I called their c/s line and booked a hotel over the phone with Kevin. Kevin was very nice BUT he put in the wrong month/dates (I wanted 3/23-3/26...spring break...he entered 2/23-2/26). I logged into my personal email account 3/1 to get ready to print everything for my trip (all excited) and realized the error. I called and Hotels.com the C/S Rep, C.J, said I am in luck...they can refund my money. First, luck has nothing to do with this. The C/S Rep entered the dates wrong. Next, I asked for the same rates ($129) for the correct dates. The Supervisor, Andy, told me no. And it was my responsibility to make sure the emailed itinerary was accurate. That was what I was doing. She kept repeating this that I was at fault. They refunded me my money but can't honor the $129 rate...again, it was my responsibility to check the email. I was so upset. This Disney trip is already costly and now I have to incur additional charges due to Hotels.com's error. I ended up contacting Nickelodeon directly and they gave me a rate at $161. It was more money but at least I feel safe. Hotels.com I get it...you have to work with the rates the hotels give you BUT please tell your C/S reps that they represent the company and at no point should they ever make a customer feel at fault...even if there is nothing they can do. I am now telling everyone my horror story and bad news travels faster than good.

Feb

Posted by Ups Man

2/16/14 5:34PM

Welcome to the world of THIEVES ...so is my daughters` husband and mother ..... wipe me clean for all that my husband and I ever worked for.... in just a few months after his passing ....

Jan

Posted by Anonymous

1/24/14 11:57PM

I booked a resort in Cabo mid December for travel over Christmas for my family. While I was on the phone asking the representative a few questions about the resort, I found a lower price for the same suite and timing. I asked the representative if she could "price match". She asked me to forward her the link to the website to verify the details. While still on the phone with her, she received my email and put me on hold to approve the match with a manager. When she came back on the line, she said that the price would be matched and that I would be charged the Hotels.com price and then my credit card would be credited with the $1220 price difference. When my card was not credited after the trip, I called back. I even had the representatives name that I had been dealing with, which nobody attempted to locate . I spoke with a manager and was told nothing could be done. I called back a week later and another manager told me the same thing. Unacceptable.

Jan

Posted by sfoflyman

1/7/14 7:58AM

I recently booked 4 hotels in india and a man in the springfield, mo office named Drew was terrific, one hotel had a price issue he corrected with his supervisor. Unfortunately the confirmation came thru with the wrong price. That is when the nightmare began. I could not get it corrected. I called several times and got the phillipines. The employees there did not understand the problem and when asked to speak with a supervisor no one would allow that. When asked to speak to the US office they would not allow that, I finally was given two numbers supposedly in the us, both of which were no good. the phillipine workers do NOT understand anything outside of their script. As a traveler and a customer it was most frustrating. this went unresolved so I cancelled all the reservations. I will not ever use hotels.com unless I what was guaranteed to speak with someone in the UNITED STATES.In my experience the outsourcing is a detriment 11to your organization. Try outsourcing your management team. Your phillipines office does you a disservice.

Dec

Posted by Carol

12/13/13 7:38PM

Carol K. Guyer-Duncan

Hotels.com is a SCAM !!!! When you think you are booking to the hotel directly they intercept it and charge your account,,Careful when you are booking on line... It just cost me more than $500.00 in charges that that I never knew about.. I have tried to contact CC, resort and Hotels.com....No one takes the blame and no one cares !
BE Careful ! Watch every email... I never received a confirmation !

Like ·

Dec

Posted by Carol

12/13/13 5:13PM

This Hotels.com is such a SCAM !!! I booked directly to the resort and Hotels picked it up and never sent me a Confirmation.....Now they won't refund because like other people on this site, they said they had it on their computer........WHAT A SCAM......

Nov

Posted by Sheena

11/13/13 6:11AM

I booked a hotel with hotels.com read the reviews and looked at the pictures. It wasn't a top of the line hotel but thought it would be ok. Pictures looked decent.. come to find out when we arrived it was nasty mold in the bathroom, shower wouldn't drain properly. The floor was just nasty to walk on small just an all around horrible hotel. I called customer service to see what they would do because we weren't staying there at all. They said call us when you check out so I did. They did refund me one night of stay. But I feel they should give me the 1st night also. I didn't stay there. I left spent 2 more hours looking for another hotel. It was a horrible first and last experience with hotels.com. I will not recommend them to anyone ever... they do not know how to make there customers happy.... Never again never never again

Oct

Posted by sonia

10/4/13 9:11PM

Booked hotel thru this scam artist company... room was supposed to be 420 and we noticed 2 more charges added to the card....then when get to the hotel it was nasty the Jacuzzi was sludgy the pool was black another 9.44 and 100 dollar transactions were taken out of our account at checkin.... hotel.com switched hotels and was supposed to pay the difference get to the hotel and they do not have any rooms available!!!!! Then get directed to another hotel and they charge our card another 551 some odd dollars so now our account is in the red ...So this is how Hotel.com operates!!!And now they say they paid la quinta and plus they took the money from us and that we only have 9.44 getting refunded out of 1300 paid when the charge was only supposed to be 420!!!....Mind u the person traveling is legally blind and disabled ...We feel taken advantage of... mad to the high heavens...We have dealt with hotel.com for 5 hours on the phone so far plus been hung up on connecting to a manager and no call back.... NEVER AGAIN!!

Aug

Posted by jibbs103

8/6/13 3:10AM

I had a situation with hotels.com. I went to the Super 8 website, thinking it was their website to book a reservation and now they tell me I book through Hotels.com. Somehow without realizing that. It was 5:45 p.m. at night and my daughter was going to the hotel when she got lost and ended up going back on the highway. I called at 6:00 (15 minutes later) and tried to cancel to find out there was already a charge on my credit card. I was not happy with this so therefore I called up my credit card company and told them that it was a charge that was not authorized. As of now I'm waiting for the outcome.

Jul

Posted by AC79

7/2/13 8:20PM

I recently called Hotels.com to check on the rate for a hotel I found online, the representative told me if I already "saw the rate online, why did I hold up the phone lines to call," and hung up on me. I called back to file a complaint and was told by a representative in El Salvador that they do not take complaints, only hotel bookings and hung up on me. I called back three times with no answer. This is the absolute worst customer service I have ever encountered. I would never recommend this company to anyone for their travel needs.

Jun

Posted by Anonymous

6/14/13 6:19PM

My credit card was debited by this company and I have not even booked with them! Contacted the UK branch as they are the ones that did this and got the run around and was told that someone would be contacting me. Three days later still nothing. I sent email on form provided by this company and have not heard from them either other than an ID number and someone will get back to me! still nothing. Visa has been notified of the fraudulent activity and clearly will never do business with a company who says they protect privacy. Great inconvenience as now I have to update my credit card information with the trustworthy merchants that I use. Will never recommend this company that is for sure. I hope that if someone from the company can take the time to read this they could perhaps ACTUALLY contact me and give some kind of explanation and apology!!!!!

Jun

Posted by DisappointedCustomer

6/1/13 4:58PM

Reservationthis week at Americas Best Value Inn in Yukon, OK. After contacting Customer Suppot 3 times and even drove over to the hotel three days before checking in to view the property and other resturants in the area. I was told on my check in date that there was no room avaliable for me. Manager at Americas Best Value was very unsampathic and didn't reach out to Hotels.com until i requested that she try to call. I called Hotels.com and waited, and waited forever before i finally reached a department that's supposed to be helping me & handling these sort of issues. Due tornadoes in the Yukon/El Reno area last night. There are very few hotel rooms avaliable in the area and if you find one the rates are "triple" the normal hotel rates. Now it looks like im stuck holding the bag.

May

Posted by Mary

5/31/13 12:38PM

I recently got off the phone with your customer reps. Hard to understand. Spoke with a manager no help there either. Booked 2 rooms for 2 nights for a Joyce Meyers conference in Hersey Pa. One party unable to attend one night. They told me it is non-refundable. $186.00 room that could be easily booked as Joyce is so popular that you cannot find a hotel for miles. I booked this in January for August. I called to cancel the one room on May 31st. No help what-so-ever. So sorry cant help. So I called the customer service for Hampton Inn and they said if I booked through them I could have cancelled. I called the corporate office only to wait with the phone ringing forever......... terrible service. I would never ever book anything from this company. How dare you waist my hard earned money and time. You obviously hire from other countries and don't give a dam about customer service. Thanks for nothing.

May

Posted by Anonymous

5/16/13 11:16PM

I recently booked a reservation on May 10, 2013 to the Wyndham Garden Hotel. I was hesistant in booking my reservation, as I had to first discuss it with my husband. The lady that helped me out was really pushy and would not take NO for an answer. She said that if I reserved I had until May 16th to cancel. She did not specify a time, so i called around 10:30pm as my husband said that he could no longer go on the trip. I decided that i would still go, as my daughter was really excited to go to sea world and lego land. I decided to book something cheaper rather than the current hotel i had. So i called hotels.com on May 16th and informed them of my situation. They didn't help at all and wanted to charge me half the price for the penalty. I asked if i can just transfer the reservation, as i still wanted to do business. They said that i had missed my cut off time, as i only had until 4pm. I explained that their employee never specified a time so if they can make an exception. The lady was helping me kept telling me no. so i asked to speak to the manager and he denied everything as well. I have always booked at hotels.com from when we traveled in Europe to local trips. They mislead me and all they can do is "write a complaint" about the representative that made my reservation.

May

Posted by New Customer

5/1/13 5:44AM

I made a hotel reservation via hotels.com for 3/22/13 -3/24/13 for 7 rooms on 3/3/13 and cancelled on 3/18/13. This reservation and cancellation was made with customer service in the Philippines or somewhere else but the US, you couldn't even understand what they were saying. One week later the charge was on our credit card statement. I have been going back and forth with the hotel where the reservation was made and hotels.com to get a refund and they refuse to refund the charge. They say it was never cancelled.

Dec

Posted by PantherBond

12/26/12 12:32PM

As best I can remember, I made 4 reservations and cancelled all 4. Just a few days ago, I checked my CC to find out that I was charged for 5 reservations and refunded for 4. I called Hotels.com immediately about this and even stated that I do not see the 5th reservation online. They stated that they can see my reservations on their end and there is something wrong with my computer. That is complete B**S***. There are issues with their computer systems and they are not willing to look into it. I will send a letter to their corporate office and file a dispute with the CC.

Dec

Posted by Frustrated

12/13/12 12:42PM

I have repeatedly tried to get a refund for res. # 110396356079, a night at High Country Inn in Susanville, Ca.
I have a written statement from the motel that I showed up, but was not given a room because they were filled and did not have a reservation for me. The note indicates that their computer had been down and there was no record of my reservation. I was told, by email that Hotels.com would get my refund within 72 hours and that High Country personel that could authorize my refund were not available. It my latest tries to contact Hotels.com, I have been ignored and gotten nowhere. I will be contacting my Visa to attempt to have my money refunded. And never use your "services" again.

Oct

Posted by mombo

10/3/12 4:45PM

I would like to lodge a complaint to your company for the bad service we received from your company. We booked rooms in Newark, De for the night of October 5, 2012 to stay after my son's wedding that day. We booked the rooms at the Country Inn in Newark, DE in April, 2012. We received a phone call today, October 3, 2012 that our rooms were no longer available due to a government contract!!! No apology or assistance for another room was given at that time. We were left to scramble for rooms, on short notice to attend our son's wedding. We finally found one room for the whole family at a cost of $150 extra. Also, it was hard to find a room due to the Univ. of Delaware homecoming weekend, so all the rooms were booked. I feel we were treated poorly by both your company and Country Inn. I will make sure I will not use your services again and will tell my friends to do the same.