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"The girl that booked my reservation lied about the location of my room. Had to pay more for my room when I got there and took over seven days to tell me that they will not give me my money back. Paid 655 dollars to stay at a room that was not on the beach like they told me... Will never use again!!!!!"
"This by far is the WORST customer service and WORST booking policy. I was told by the booking agent I did not have to pay immediately and I would be able to contact them later to make the payment. I called back later and they told me they would have to CANCEL my reservation and TRY to rebook without ANY GUARENTY that I would get the original room that I booked through. At the time of booking 3 months earlier, I booked the last room and the hotel is completely sold out. The response, then we will not be able to cancel and rebook. I now will be charged a 3% international transaction fee on my credit card since the hotel will charge when I get there and I do not get the credit for the nights that I stay there for their reward program. I am so livid at the massive inconvenience, extra expense AND absently no care to try and help resolve the matter that I hope enough people complain and they are reviewed by ANY type of regulatory agency regarding negligent business practice."
"Do not book with Hotels.com!!! I booked a room with hotels.com and tried to cancel it less than 2 hours later and they charged me the full amount $160.00! I've spent thousands of dollars with them over the years and they absolutely refused to help me."
"worst customer service!They made a mistake when I specifically asked for a hotel A. They booked me at hotel B and left me stranded, just telling me to call back in the morning when I arrived at hotel A, unable to access the service I requested and paid for. Hotels.com is not charging me full hotel price for a no-show for their mistake."
"Never Ever Book any hotel from hotels.com. They crooks charged me twice for one booking and told me credit card company that he booked twice. Its been 3 months that I am disputing on that amount. Their billing department doesn't have any email id. They just have fax machines. I swear I'll never ever book hotel from these piece of junks"
"I booked my hotel online and paid in full. When I got to the hotel, they told me I was getting a lower rate than I had originally expected, so I was happy. After I returned home I found out the Hotel charged me for one night, in addition to Hotels.com charging me, too. I called Hotels.com and they said they would get back to me within 72 hours about the charges. Unfortunately, it has been over 72 hours and not a word from them. I will not be using this hotel or website ever again. It sort of ruins the vacation when stuff like this happens. Unacceptable."
"Horrible customer service. I booked a hotel accidentally using a personal email instead of my business email and they wouldn't let me add it to my credit despite having the confirmation number, dates, and all other relevant information to prove that's my email. There's no account associated with the other email I used so it's not like I'm trying to take advantage of their rewards program. Despite explaining to their customer service repeatedly, they would not budge despite on their FAQ there is instructions on how to add rewards when not logged in to your account while booking. They make no attempt to reconcile the situation despite the fact that I rightfully earn those credits."
"Hotels.com is my main go-to for almost all hotels that I book. Of course you have to do you due diligence to make sure you're getting a good price, but Hotels.com is generally right in line with all of the other major websites. The main reason that I book with them is for the four extra points per dollar that I get through Ultimate Rewards on my Chase Sapphire Preferred card. This can add up to a lot of points over time. I always volunteer to book the hotel rooms for any group even that I go on. There's a good for hotels with free cancellation, which a lot of the other booking websites don't have. However, you have to keep your eyes open on that. I recently made a booking and thought that it had free cancellation, but after going back it looks like it didn't. However, since I'm a Silver level member, Hotels.com canceled the room for me and absorbed the one night that I was committed to, which was awesome. I highly recommend these guys."
"Hotels.com can have decent pricing, but my last trip proved it was not worth the consideration. For me, I experienced a website error which caused a major booking issue. While finalizing booking, I received an error message and no confirmation. I tried again and got finally confirmation, which I saved. When I checked into my hotel, the receptionist said I had purchased 2 rooms.I called hotels.com, thinking customer service would be able to help. Dealing with hotels.com customer service was the worst experience with a service business in years. I was on my first call for 40 minutes, most of the time on hold or being transferred. The call ended when I was put on hold and forgotten, then the call dropped. REALLY! I had to call again, this call was 30+ minutes. The initial customer assistant could not cancel my 2nd room, so I had to go on hold again for a supervisor. The supervisor did cancel my room finally. I told him "thank you for fixing my problem, however, I did not believe this was a reasonable customer service experience". The supervisor made no attempt to keep my continued business, so I will indeed move on to other providers. "
"I travel weekly for my job, and sometimes am not given word on where I'll be working out of until a couple days before. I usually book Wyndham Rewards hotels, so I can accrue points - but it had nothing available in the area I was staying at. Decided to see what other options there were on hotels.com and happened to see a couple Wyndham based hotels that were showing unavailable on my end. Probably should have booked directly with the hotel at this point, because I'm in a pretty frustrating position. I usually book a couple days extra just in case - because usually when I booked Wyndham, they only authorize the card, and don't charge me until a couple days after I check out. So when I booked with Hotels.com, I learned after I make my reservation that they charge IN FULL. Not what I was expecting, and it put me in a poor financial position for the week. Decided half way through the week I didn't need the extra days, called Hotels.com and they won't refund you unless you confirm with the hotel that they'll refund you. It sounds like a big hassle, so just to alleviate potential stress I'm staying the couple extra days. I'll probably book one more time with these jokers to get my free night stay on their WelcomeRewards (I wonder what the options will actually be? Anything up to a decent amount or whatever is cheapest?) After that, I'll never use them again."
"It is six weeks since I cancelled my reservations by the required deadline and I AM STILL NOT ABLE TO GET THESE PEOPLE TO RELEASE MY $2500. i would NEVER use this company again."
"An out of state friend and I both booked our hotel through hotel.com. I was immediately charged although my friend was not. I resent paying for a room 6 months in advance. I contacted the hotel directly and they also have issues with this. Usually the customer ends up double billed. Since I didn't want the hassle when I got home I cancelled with hotel.com and booked directly where I was NOT charged until my stay. Secondly, IF you have any issues at all customer service is an overseas call center making them extremely difficult to understand. I spent 45 minutes on the phone trying to convey my concerns. Although they were polite and did refund my money I would not deal with them again. "
"I probably wouldn't use this again only cuz when there's a probl. with the hotel, it's a pain in the butt to get the refund not b/c of hotels.com but b/c of the hotel who hides behinds the 3rd party excuse."
"I booked a room in Leonardo Plaza Hotel Jerusalem with one of Hotel.com customer service representative for a eight night stay. I had extensively researched the several web site for a Hotel. Since my brother in law and a very good friend had recently traveled to Jerusalem had advised us the breakfast was very important before start of a very busy day, I and my wife ware particularly paying attention to make sure the hotel room includes breakfast. Fact number 1) the Hotel.com website showed Breakfast included with a green check mark next to it.Fact numbers 2) I made the reservation with a Hotel.com customer service representative because I wanted to make sure breakfast was included with the room. He in fact confirmed to me and my wife that breakfast is included. Fact number 3) hotel.com Email conformation under Hotel Features states ''A complimentary breakfast is served each morning in the dining room''. Once we check in to Leonardo Plaza Hotel Jerusalem we wore told the reservation is for room only with out breakfast. I called Hotel.com. Faxed a copy of the email and still hotel.com refusing to honer there obligation. It seems Hotel.com is in practice of bate and switch. hotel.com is relaying on the fact that once you are ate you detestation and with limited recourse you will not be able to continue your complaint. I have filed complaint with BBB and attorney's office. I believe this is a normal practice and I strongly suggest any one thinking of booking with hotel.com to think twice before doing so. "
"Never use it , they r cheaters and liars , they charged us more than if we book through the hotel itself , when we called customer service they never reply until we choosed the option of making registration then they left us on hold forever and at the last a manager replied and said ok we will send u a coupon for 30$ and they never do , they are cheaters and liars never use this site"
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