"I stayed at Zencity at Bordeaux in St. Louis because Hotels.com rated them 4 stars. I was robbed while trying to check in because their front panel to check in was broken and I was distracted trying to contact the hotel (not... actually an Airbnb) and was robbed for my purse and bag right in front of the building. Zencity refuses to provide the footage to the detective and they have done nothing but lie about who they are and offered NOTHING to accommodate me. When hotels.com asked me to review them, I did just that and told the truth about my experience. it's been 11 days and Hotels.com still hasn't posted my review. Upon inquiry, I learned the following about hotels.com: they have ridiculous requirements for reviews in order to be posted that a customer knows NOTHING about until it's too late; there are no reviews for this hotel; the 4 stars are not because of reviews, but according to hotels.com via Twitter messages, they rate hotels based on amenities/services. Well, Zencity does not have 70% of the amenities/services that warrant 4 stars. As of this posting, hotels.com is still giving me the runaround about my review of this trash property rated 4 stars. There was weed smell all throughout the halls, pets are not allowed but they were everywhere, the gate was broken, I WAS ROBBED, the front panel to check-in was broken, Zencity actually sublets the building to hotel.com customers and they claim not to own the building or have anything to do with it when things go wrong, and much more. Yet, hotels.com rates this place 4-stars, no customer reviews, and mine is being censored. They have likely censored others."

"After seeing my debit card was charged recently by a hotel, I checked email used for reservations only & saw there had been a booking through hotels.com & I was charged for no show! Hotel said to call hotels.com. It is difficult to contact them. After 3 conversations, explaining I was ill during that time and not travelling, they contacted Comfort Suites to request a refund. They sent me an email stating that a refund won't be issued! So, $76 was taken from my bank because my credit card was on file with hotels.com. No more business with them. No more storing my credit card online apps! Don't expect this company to help you if you are wrongly charged."

"What a shameful bunch of liars Hotels.com are, I wish you had a zero star rating!!! Not an "A"
Because of COVID-19, my 20th Anniversary $4175 hotel reservation had to be canceled. Luckily, we had paid for the trip throughout the year, as I am a teacher and it was an around the world trip. My husband has had a kidney transplant and is now diabetic due to the anti-rejection medications. He works in the travel industry and was taken out of work and put on disability early on. We contacted the hotel and sent them the doctor's letter stating he could not travel to these locations or travel abroad. They were gracious, kind, and fine with refunding the money. For 8 weeks, we try twice, weekly to get through to someone at Hotels.com. When we finally do get through to someone, they gave numerous excuses, like it has to be under $1000, or it's up to the hotel(who OK'd it), we need a doctor's letter(which was given), or even "Yes, you will get the refund once it goes through the proper channels, we will let you know".
We have been patiently waiting...then today, we were told we do not get a refund, only a voucher to the same hotel within a year. THIS IS BS!!! What crooks!
We had been loyal customers of this company for many years, even when we booked rooms for our wedding and other group trips.
I am SO disappointed to see that such a big company would do this to simple, hard-working people, during a pandemic they have no control over. Talk about GREED! This is just EVIL
Safe to say we will spend the rest of our lives telling everyone we know in the travel industry and educational communities what a horrible company Hotels.com is and to STAY AWAY AT ALL COSTS!
This is the first time in my life of almost 50 years, writing in about a company, but I feel this has to be known. Other people should never have to be taken by this company, as we were. I am saddened to see that corporations will still take advantage of anyone they can to make a buck, no matter the situation, as this pandemic has proven."

"Booked a hotel for March 21st. The Hotel ended up closing due to Covid 19. Contacted hotels.com for refund and was advised I would hear from them within 30 days. I waited and after no response I called. I called hotels.com and was told that the claim had been escalated to billing and that I would have a response in 30 days. I’m now 60 days in and have gotten no correspondence in regards to booking. I called again and was told the same thing. I pushed until I was finally connected to a “manager”. He advised there was no way to refund my money due to the fact the hotel booked had not released payment, therefor hotels.com could not refund any payment. I asked to do a three way call with the hotel and was advised by the “manager” he was not allowed to do that. I then offered to call them myself and place him on three way call and he advised if I were to do that he would be forced to hang up. He advised my only option was to wait 30 additional days and wait to hear from the billing department. Out of curiosity, I called the hotel where we had reservations at and spoke with the manager. She advised they had several problems with hotels.com which parent company is Expedia, being in default of contract with consumers. She also advised they did not bill any charges until the guest checked in. This means the hotels.com “manager” I spoke with outright lied. I called them back, this time speaking with a different “manger” named Wren. She too stated there was no way to get a refund, even though the hotel I booked through them was closed on the day I had reservations on. This company is a complete scam artist and have no interest in you once the fees have been paid. By the time You pay all the hidden fees you are far better off dealing directly with the hotel!!"

"HOTEL.COM DOES NOT CARE FOR THE CUSTOMER! 
IF YOU HAVE BEDBUGS IN THREE DIFFERENT ROOMS, ASK FOR A REFUND YOU WILL BE DENIED BECAUSE THEY HAVE TO CONTACT THE MOTEL. THE MOTEL WILL TELL YOU TO CONTACT EXPEDIA! WHAT A GAME THEY PLAY!!! AFTER SPENDING OVER $200 TO CLEAN UP THEIR MESS HOTELS.COM PLAYS GAMES!! NEVER NEVER USE HOTELS.COM EVER!!!!!

I HAVE ONLY JUST BEGUN!!!!!!!"

"
Hotels.com: DON'T RISK YOUR MONEY!
"I made a reservation and within 10 minutes cancelled. The website said a deposit was required for December 2020 stay. Yet, when I logged on to check my credit card, Hotels.com charged the entire stay (nearly $6,000.00) to my account. So, with the "free cancellation" that they offered I cancelled. They haven't refunded the amount to my credit card and are using COVID-19 as an excuse to delay. When I spoke with Hotels.com the "customer service" rep said it would take at least 30 days (first he said 35) for them to supply the credit. When I called the next day to check the status, The rep said "You may not get your credit, too bad for you!" then hung up. They are holding my money, therefore I can't make another reservation. FILE A COMPLAINT WITH THE BETTER BUSINESS BUREAU, ATTORNEY GENERAL, FTC, , INTERNET CRIMES UNIT OF FBI AND DISPUTE WITH YOUR CREDIT CARD. These fraudsters have got to be stopped!"

"Reached the required 10 nights for a free night but there was no way to apply it. I cancelled the service which was very cool in all other respects. There was no way to contact costumer service. They blamed cv19."

"Worst company to deal with. Absolutely horrible. I wish they would close down that's how much they ****.
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!!!"

"I booked 6 nights in a 5 * hotel in Dubai via this site, and paid everything in advance. Previously, I had a good booking through Agoda.com, but on Hotels.com I found a higher category hotel at a lower price and took advantage of this offer. After 3 days, I canceled my accommodation on Agoda, finding it unfair to hold a double booking. I organized and paid for airport transfers and some tours with the indicated accommodation. However, five days after my booking, they inform me that the price was misstated, and that the real price is 60-70% higher. As I have already canceled the alternative accommodation, and not to complicate myself with changes to other related bookings, and since the price was still favorable, I asked them not to cancel my booking, and instead of the above mentioned 60-70%, I offer to pay 100% more than I already paid . After an additional 6 days they just cancel my reservation without apology and not referring to my proposal at all. I do understand that it is a mess right now, but this carelessness and arrogance are astounding. The slowest and by far the worst customer support I've ever contacted. A horrible experience, never again!"

"Ridiculously double charge, don't give card detail
Awful service... They double charged me... They charged on the day that I stayed there and one month later the hotel charged me again... I talked to one of the assistant and they couldn't help... the hotel say hotel.com should NOT charge me for that... now they don't answer phone neither email... Not reliable, don't trust it... I'm having troubles with my account at the moment... I have my money short and also I have to pay fee from my bills due to my short money in my account... That's ridiculous... Now o have to contact lawyer to replace money... But the time spend, the worries and the damage of my image will never be replaced..."

"Terrible customer service. Refuses to work with me on keeping my reward nights due to limitations on travel as a result of covid. This company is a disgrace."

"I Lost $3000USD thanks to Hotels.com. I booked at several hotels in Thailand and only one hotel I booked with Hotels.com. Due to the Corona Virus all the hotels I booked with refunded me in full and waived their penalties. Everyone but Hotels.com they just say "if your lucky enough to get hold of them" speak to the hotel directly, the hotel I booked through HOTELS.COM with, just say speak to hotels.com we would have helped you but your agreement is with Hotels.com and they should make the decision. Back and forth trying to get hold of Hotels.com and negotiating and after 10 attempts to get hold of them or begging them to please come back to me (if you get hold of them and they say OK 24 hours will revert back, forget about it they lie) they spoke to me 4 times never getting back to me. Eventually they said we cant help you, you will have to lose the money as hotel refuses refund. All the hotels I booked directly waived all the penalties, just because I used hotels.com NO REFUND - HOTELS.COM ARE CROOKS and the worst service I have ever experienced. I and the companies I know will never use them again terrible people terrible service and $3000 down the drain -FUMING AT HOTELS.COM"

"This is our worst experience. They just don’t move there ****! We requested from them to change the dates of our stay in Four Seasons (it was already agreed with the property). Four Seasons were expecting from Hotels.com a request letter to make proper changes 5 (!!!) days, calling them twice. No result! They just asking us again and again to wait! I don’t know what to do already! Horrible!!!!! "

"where do i start!! booked a private apartment in Soho London for my partners 50th Birthday, we had train tickets booked, restaurant booked and a fab night on a private table at the Spiegeltent London Leicester square.. so all was booked a few weeks in advance and all PAID for up front... so it was sorted... job done! 4 days from the day I received an email from Hotels.com saying my credit card company had asked to retrieve the money back from the booking, as you can imagine I was a bit shocked! I called my credit card company and was told and show on my account that this wasn't the case and had not happened, I then called Hotels.com and asked them what was going on and was told by an assistant that everything was ok! So the day can we jumped on the train and set off for London, I was to meet my elderly parents (in their 70's) at a tube station. We couldn't gain access to our booked apartment till 3pm so we went for a drink, then the fun began! I called the owner of the apartment to get the access code to get to our rooms and I was informed that the booking had been cancelled... I was like what the $&@%!!.. she told me there was nothing she could do and put the phone down on me, I tried several times to call but was ignored!! So it raining in the middle of Soho London I have no apartment and our show and restaurant is book in 2 hours. I then called Hotels.com to ask what was going on, I made 3 calls and each time the assistants told me to wait whilst they sorted this out and 3 times the call was dropped!! By this point time was running out and we needed a room fast to get ready and go out as we were meeting lots of people a the restaurant!! I called Airbnb and managed to get an apartment closer to everything (thank you Airbnb)... I wouldn't touch this company with a barge pole in future and have also told everyone on all our social media webpages of our disastrous London break!! never again!! I will add my booking number as and when! oh and if I could give hotels.com minus 5* I would."

"For almost a month I've been calling hotels.com/Expedia and NO ONE WAS HELPFULL in expediting my refund. I asked for a refund on my flights, because it was cancelled by the airline in the first place and they didn't offer me a good alternative. Hotels.com on multiple occasions, prior to and after the cancelling, confirmed that I could have a refund for those flights. However, they are NEVER able to process and keep lying to me by email and phone about it. It's a very disrespectful service and the attends are completely unprepared and poorly informed to deal with customer issues. They keep transferring your call without never giving a protocol or anything to keep track of what was told before. It's a complete circus! Stay away! Find another website that doesn't ruin your vacation and still your money."