Whatever you do DON’T use Hotels.com. Let me save you from the nightmare and the loss of your money! Worst experience ever! I booked our 5 star hotel on hotels.com website. Hotels.com website said that the room was $696 per night. But after I checked out it was $931 per night AND I did not get the 4th night free like hotels.com website said I would if I booked through them. I immediately called and how convenient that every single person has the exact same voice (not even joking)! I was told that a manager would look into it and fix it and call me in 72 hours. Of course, I never heard a word and they went ahead and charged my credit card $1,197.00!!! I called again and was told that there is nothing they can do. I told them to cancel my reservation and refund my money! I had to call Chase and dispute the charge for fraud! If you do one thing stay AWAY from this website and company. WHY has the DA office not shut down this company? There are over 230 fraudulent reports against them. Their office is located in Dallas and I’m surprised someone has not taken justice into their own hands at this point.
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This complaint and/or review was posted on Skeptic Files on 15:13 pm, April 13, 2019 (CST) and is a permanent record located at: https://www.skepticfiles.org/scam/hotels-com/.
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Dusty Bohanon
Please be carefull when booking a hotel with this company. Normally, hotels don’t charge you until you arrive or check out. Hotels.com charges you up front (even if your booking is for a month). There was no where on their site where it said you have to pay now. My credit card was charged full amount, and my stay won’t be for another month. | I have booked many hotel rooms, and, you don’t pay until you arrive, or check out. Be careful when you book, you might even want to call the hotel directly to make reservations. Stay away from this company, as the customer service agents barely speak english.
Wendolyn Sharrieff
This should be a class-action lawsuit against Hotels.com/Expedia. | I was given a refund credit for a booking on a hotel in Davis, California of $200 for a cancellation I had to make. I received a confirmation code and a list of conditions for the use of that refund in an email from Hotels.com. The conditions clearly stated that the credit could be used on one booking to be used in one year. | I booked another hotel in Davis two months later for three nights and prepaid with my credit award and an additional charge because the total fee was larger than the $200 credit. I cancelled the last night within the cancellation window with the hotel. | When I asked for a refund from Hotels.com, I was told I would get a $67 refund on a total bill of $497.00 (which included my refund credit). I complained and got transfered to a “manager” whose name was Basti V. in Manilla. He told me that their policy was to apply my $200 credit to the first night only. I read the policy to him that I had received as part of my email which explictly stated that my refund award could be used in any one booking. | The “manager” repeatedly told me that Hotels.com policy was that the award could only be used on the first night. I insisted he find the policy he was quoting and send it to me. He put me on hold for 5 minutes and came back with a refund offer of $119.00 up from the original $67. I asked him again if he was clear that Hotels.com policy was to only apply awards such as this to the first night. He always said yes, which is absolutely not what the policy stated. | Last, he told me it was Hotels.com policy not to refund fees and taxes on a cancelled night of the reservation. Thus, since the fees and tax were prepaid, he could not refund any of that part of the total fee. | It must surely be illegal to charge for tax and not refund tax on cancellations that are within the cancellation window. | I am sure I am not the only customer who has been ripped off in this manner. It is plain and simple fraud and should be stopped. | I called Hotels.com back and asked for the Customer Dispute center. I was told by two diferent representatives that there is no dispute center.
Albina Shippee
We had filed a case which took place on April 30 to May 1, 2017. It took a very long time to solve the problem, and the problem still has not been solved. We booked a regular room of hotel Okura Macau through hotels.com online, and the location server was set to Hong Kong. The website indicated the price as HKD$2152.17 per night which was an acceptable and reasonable price for hot season. However, once I returned back to my city, I received a text message from the bank saying that I had spent USD$2152.17 on hotels.com. I had called hotels.com customer service five times already, three were to Hong Kong and two were to the United States. Some of the specialists replied that the amount of charge was unusual, there might be something wrong with the system, and they kept telling me that the related department would contact me. | This case has been frustrating me so much, and I do not think I would be able to trust this company anymore, both on the customer service and the system. Customers’ problems are being slighted that the case spent over a month to solve and it has not been solved still. | We had received an email two days ago informing that they had contacted the IT department about the charged amount and also contacted the hotel reserve department Mr. Miren, she claimed that the period we booked the hotel was during hot season and there was very small amount of hotel rooms left, that was why the hotel adjusted the price higher than usual. Therefore, the price, USD$2152.17 of a regular hotel room for a night, we paid is correct and they did not make any mistake. I truly understand that the period we booked the hotel was during hot season, but it would not be over $2000 USD just for a regular hotel room and just for one night. I had been to Las Vegas for so many times, and even during as they said so-called hot season, I had never seen and never spent over $2000 USD on a regular room just for a single night. It is ridiculous. | I had had a consultation with a lawyer in Hong Kong, he claimed that since hotels.com is a company from the U.S., the lawyers from outside of America basically can not do anything about it. The office of obudsman in Hong Kong would not accept this case also. | Moreover, after I made the hotel reservation, I received an email for booking confirmation. It indicated the deposit in MOP in the payment details part. It does not make any sense that the price for hotel room is in USD and the price for deposit is in MOP. | Last but not least, can you explain that why the hotels.com website did not indicated the price as HKD or MOP when I booked the hotel and it shows now? | We have been trying to get in touch with the customer service representatives and spending times on waiting for their responses. In the meanwhile, I found out on the Internet that there are many people from the whole wide world had experienced exactly what I am experiencing. I think this is a very serious problem in the society and we need to take actions and speak out. We need our voices to be heard.
Taneka Brockelmeyer
Went to the Hotels.com website and selected an offer for lodging in the Grand NYC hotel for one night at $129. This price was CLEARLY MARKED and HIGHLY emphasized. The reservation was non-refundable. I paid using Paypal and received a confirmation receipt for over $270, more than twice the agreed upon price. I IMMEDIATELY called and was told that the price had more than doubled because of TAXES AND FEES. When I requested to rescind my booking based on his misleading advertising I was given a runaround. I was on the phone for several hours. The phone areas for reservation changes and cancellations would have long holds and after finally getting a rep and explaining my request, the calls would mysteriously drop. If I tried selecting “new reservation,” the call would always be picked up promptly, but of course they could help either. In the end I had to accept this bait and switch pricing because it was too much trouble to persist in a remedy, but I will NEVER use Hotels.com again.