Hotels.com
Reviews and Complaints

On May 20th 2017 one week before the long weekend, my husband suffered fractured ankle and dislocated knee cap ended in ER for a long long evening. We were looking forward to spending time in Montreal Canada for long weekend at Gite Maamm Bolduc, 4351 Avenue de Lorimier Montreal H2H 2B3 QC CA. We booked this hotel thru hotel.com. Following the clear instructions for six weeks bed rest from orthopedic doctors, on Sunday May 21 I called Hotel.com and the hotel “Gite Maamm Bolduc” and requested for cancellation and refund explaining the situations we were in. The customer care staff was rude, arrogant and not at all understanding of our situation & not agreed to cancel our reservation and refund the money even though well week in advance. We are so frustrated with the response from Hotel.com and suggest no one to use their services for any online booking. I was ready to send the doctor’s letter as a proof if believing on my words were hard… but they neither listen nor process the cancellation. Worst customer service experience ever!

This is ridiculous I was just talking to a representative from consumer affairs that did not offer any sort of compensation for all my trouble just a oh well too bad so sad?! I asked to speak to a supervisor and they said there was no one else which is #! I guess you guys could care less being dragged through social media. My dad was an investigative journalist for the seattle times and trust me they love stories like this. Like I stated before I promise I will not let this issue be dropped!

This was my original issue

I'm am beyond frustrated with (Link: HTTP://hotels.com) hotels.com customer service. I had a two night stay in january that I have been fighting to get my credit for and yes folks it's now may! I have the confirmation email and the reservation is under my name yet for whatever reason they gave the credit to a random silver member they have and who I have no idea who that person is. You would think that since it's under my name and I paid for it it would not be a big deal to just make the change right? Wrong! I have been dragged through basically hell trying to deal with such a simple issue. I have been working or I should say attempting to work with their customer service I have had several phone calls where I am told the request is done or in process and yet nothing ever happens. I am on the phone for over an hour at times even speaking with supervisors and nothing has been done. I have reached my 10 nights within 6 months yet cannot use my free night due to the fact that they find it so hard to credit me for my two night stay which again is under my name and my card! I was in the phone again today for over 30 minutes and when I asked for a supervisor again guess what the call magically got disconnected after over 30 minutes of expanding the situation again since apparently they don't believe in notating someone's record so when I call k could save myself from repeating the issue over and over. I work for the airline industry in customer service and would never give any of my customer such a hard time and offer little to no help. I was promised by multiple supervisors I would be compensated for my trouble and of course nothing! Typical this is ridiculous! I was on a fast track to becoming an elite with (Link: HTTP://hotels.com) hotels.com but beware this terrible experience has officially lost a customer. I hope this goes up to upper management this is terrible hospitality from a hospitality company! Beyond annoyed and irritated and will continue to share my experience on social media and other outlets. I can't stand to let all that wasted time and good faith be hindered by the awful treatment I continue to receive. Get it together this needs to be resolved!

On 5/5/2017 my boyfriend and I checked into the Van Buren Hotel in Shipshewana, IN. We chose the highest priced room we could because it had a whirlpool in it. Both of us are widowed and at 61 neither one of us have ever stayed in a whirlpool room. After a long ride from Milwaukee, WI, a late dinner, we decided to try the whirlpool (please keep in mind it was now near midnight). My boyfriend woke me up as I was dosing and said "look at this". There was brown/grayish ### floating all over the bubbles in the whirlpool. We only added one cap full of baby shampoo. We were both angry and feeling really yucky when seeing that. We both took a long shower. The next morning we reported what happened and showed the left over gross ### to the desk girl. We took pics and she took pics. We paid over $350 in cash for 2 nights. She called her manager and handed us $25.00 and told us she would give us a different room for the second night. She also informed us that they did just flush the city's water system in the last couple of days. We were not happy with only $25. It was awful and we did not even know what it was. She called manager again and gave us another $31.00. By this time, with all the switching and troubles we went to town, not really checking the second room carefully. It was getting late and the Amish Town of Shipshewana closes early. My boyfriend ended up getting a migraine from all the stress and we went back to new room so he could lay down. It was not until about 1am that he woke and we noticed only 1 (almost gone) roll of toilet paper, only 2 towels, Kleenex was empty and sheets were coming off around the corners and looked crumpled. He was laying on top of bedspread. Very obvious that the room they put us in was not serviced. I complained again upon leaving in the morning and asked for managers card. Wrote letters and emails that took forever to get responses and when she, Jennifer Brown, finally responded she made it sound like we made the "dirt" in the whirlpool and it was not because of the town flushing water system. I complained to the BBB and she still blamed everything on us. It was a humiliating experience with no resolve.

Hi Team

It has been one month I have been calling hotels.com but in vain. My name is Neha Gulaty and my account id with hotels.com is [protected]@myflightsearch.com. There were some hotel bookings that I had made without signing into my account and I called them to add the same in my rewards account, everytime I call them they say that its beyond their control and they have forwarded the request to the concerned department who shall get back to me via email in 3 hours. Its been a month I have been waiting for 3 hours to get over. I again called them on 11-May-2017 and heard the same story.

They are only trying to get away with adding my bookings to my account as they know once these are added I shall be eligible for free nights which they only proclaim and not want to add.

I have already decided to file a lawsuit against them . Their customer service is pathetic . They dont provide the services that they advertise for.

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Ma. Claris (Listening)
Ma. Claris: Hi, my name is Ma. Claris.
Ma. Claris: Hi, Carol.
Ma. Claris: How can I help you with your complaints?
Carol: Hi
Ma. Claris: Hello!
Carol: I just waited 1 hour to speak to an agent
Carol: OK on Monday I made a reservation
Carol: [protected]
Ma. Claris: I am sorry for the long wait, Carol. Since I have you here I will do my best to help you.
Carol: I'm a valuable customer
Carol: I book through hotels .com every time
Carol: So I received an email about my booking it said it was all booked gave me a conformation number and said I was all set and it was guaranteed and all paid for
Carol: So I went to the hotel drove one hour away when ingot there I had got into a confutation with the person at front desk telling me my reservation was canceled
Carol: I booked with hotels .com over 8/ times and I never had a problem like this before so when I try to show the front desk the email he it goes I see a unread email from hotels.com informing me that my booking was canceled
Carol: I was furious and I didn't understand why and they told me I was getting a refund I was surprised and this was the transaction processing team
Carol: So I called customer service they told me they apologize for the inconvenience and all they can do is send an email to the transaction processing department informing my situation so they said please give them 60 minutes to 3 hours to get in contact with me asap
Carol: So I waited and this all happened on the following Monday midnight
Carol: So I called back when I didn't receive any call and was still sitting at the hotels parking lot
Carol: To cut to the chase I called hotels. Com customer service back within that same issue 17 times from 1 am to 6 am
Carol: I just gave up and I was vary upset and what made me mad was that I spoke to 10 different Representatives and 5 different managers that within time and nobody could help me but tell me the same thing to wait 60 MINUTES
Ma. Claris: I very sorry to hear about the inconvenience, Carol.
Carol: THE FOLLOWING TUESDAY I RECEIVED A CALL FROM A TRANSACTION PROCESSINGTEAM AGENT FINALLY AT 11 AM
Carol: So I waited 11 hours 5 hours spent sitting at the hotel outside and dealt with 15 unsatisfying unprofessional agents and managers that couldn't do nothing at all or understand my situation nor could find a way to escalate my situation
Carol: So the transaction processing agent Mark Appleton even was feeling bad for my situation after verifying my problem it was a mistake they had no reason to accept my payment and decline my payment and refund it back to me also I never even received a call for the urgent inconvenience that's the main inconvenience
Carol: Then he said he received 15 emails 2 from me personally and 13 from customer service reps and managers
Carol: Concerning my situation and all 13 agents lied to me about 60 minutes to contact me asap to figure out my problem
Ma. Claris: I am sorry to hear about the inconvenience you've encountered.
Ma. Claris: Are we chatting about your reservation at Econo Inn?
Carol: I waited 11/hours and so many inconvenience unprofessional confertations with reps
Carol: Yes we are
Ma. Claris: Thanks for verifying.
Carol: Every call is recorded and monitored
Ma. Claris: I see here that the reservation was confirmed cancelled and that the previous agent compensate you for 60 USD Hotels.com credit coupon for the inconvenience, and I see here on the notes that the 60 USD was doubled coupon since you applied $30 coupon on this cancelled reservation.
Carol: They refunded my money back and I had a 30$ coupon and that wasn't issued back so the agent from the transaction processing department told me he will do whatever to get in contact with customer service so he sent an email to them about my inconvenience
Carol: Yes so they doubled my coupon and like you just stated they doubled it because they never refundedd it I didn't ask for a double so he did it out of kindness recording to the manager Alex
Ma. Claris: And I also see here that the issued $60 coupon was used and applied for booking at Baymont Inn and Suites Ormond Beach under [protected].
Ma. Claris: What I am seeing here is that we processed a refund for 18.85 USD on May 02, 2017. If it has not posted to your account yet, you may want to check with your bank, as they must still be processing it.
Carol: Yes but I never received a call from customer service yet from the transaction processing department he said he can't do any coupons or vouchers that's why he sent an email out on there behalf of the problem
Carol: Yes and that's the inconvenient of the refund because there was no reason they should even cancelnit or refund it
Carol: That card was under my name and I book from you guys all the time
Carol: So my inconvenience and the waste of time driving and getting in a confutation with the hotel front desk when I was there and speaking to 15 different agents and managers about one matter and the transaction processing team took 11 hours to help me to unlock my account meaning I couldn't book another reservation or anything
Ma. Claris: I understand your frustration about this, Carol.
Carol: So what I'm asking and that's coming from a loyal customer and I hope u understand my part . of all of this inconvenience and upsetting situation on my behalf I would like if you can consult with your manager for every call is recorded and monitored also emails and chat support about my situation because of the cancelation was a mistake and all the Representatives I had to contact and repeat my situation numerous times
Carol: I never dealt with this before though out all the times I hadbbeen booking though thid
Ma. Claris: Did the previous representative told you about the reason why your reservation was cancelled, Carol?
Carol: If my reservation was never been canceled I wouldn't have to go thought all this inconvenience
Ma. Claris: I understand, Carol.
Ma. Claris: I see that those information were noted under this reservation.
Carol: Yes he said that he wanted to verify my card he said I had booked with a few cards and the cards was "visa vanilla gift cards" and the card I had got a refund on now is under my name debit master card he even sent me an email apologizeing for the mistake
Carol: Evey call is recorded and monitored so I don't have to lie or make anything up for compensation
Ma. Claris: If you received an email from our Transaction Processing Team that they will response to this issue, rest assured that this case will be taken care of and that they will give you an update with a resolution about your complaint.
Carol: On my behalf I feel like i t was the most inconvenience and more upsetting situation I ever been through
Ma. Claris: As of now, I don't have capability of providing any credits or changes as the previous representatives already issued the refund and for the credit coupons, Carol.
Carol: OK thank you Ma. Claris but in this case can you please consult with your manager please I would like another coupon and that's coupon credit was from the non refunded coupon for the mistake
Carol: That's what I'm contacting about and I would really appreciate it if you can not this whole entire conversation in my notes please and for my inconvenience I would appreciate for another long hold and the late refund on my card for another coupon credit and from me being a loyal customer that's what I'm asking for a courtesy from hotels.com for the mistake inconvenience and all the calls and contacts I had to make for a mistake from your team
Carol: I would really appreciate it if you can consult with your manager for me please or whom this may matter to for a higher department of my situation and this is an issue of a high complaint
Ma. Claris: Just to be clear, you are requesting for another credit coupon to compensate you for this, Carol?
Carol: Yes I would appreciate it ma.claris if you can consult with you manager for my major inconvenience
Ma. Claris: Let me check any possible resolution for this, Carol.
Carol: The 60 coupon was for the late 30 coupon for not being refunded
Carol: Also I would like a coupon to cover my next booking . the one I used I still had to come out to pay the difference
Ma. Claris: One moment as I'm checking on to this.
Ma. Claris: I am sorry but I am unable to provide any compensation for any bookings outside of this issue that we discussing right now, Carol.
Carol: What do you mean
Carol: I would like if you can consult with your manager about this i want a compensation of a coupon voucher to pay for a one full night basically a free night at any hotel
Carol: This all together with everything being recorded I deserve a compensation ma.claris
Carol: Please
Carol: Can you Ma.claris understanding my situation and from not being my fault and it was vary inconvenience and a terrible frusterating situation if you was in my position
Ma. Claris: Thanks for patiently waiting, Carol. Since the issue has been transferred and handled by our special team, we are unable to provide any further action for this case. You may wish to use the contact number on the email from the transaction processing team to follow up this case.
Carol: OK but they can't do any compensation that's why o was being forward to you guys and the email been sent the last compensation is for the late refund on my last voucher but I'm not asking for any compensation for another booking outside of this one
Carol: I'm asking you to consult with your manager to voucher me a coupon credit for this matter issue for all the inconvenience coming from customer service from hotel.com behalf
Ma. Claris: I understand, Carol however I am unable to make any changes or credits due to this case as the other Team is already working on with this issue.
Carol: The transaction processing department is dealing with something els for them to cancel my reservation mistake
Ma. Claris: And since it was being handled by the transaction processing Team, we are unable to make any further action and that you can only follow up this issue with the number provided on the email since this issue has been escalated to them already.
Ma. Claris: At this time, there is no other alternative.
Carol: That's there issue with Mr like you said in waiting on but myncomplaint and inconvenience is for customer service of numerous calls and unprofessional
Carol: So there issue is dealing with Me and my behalf of contacting and speaking to you about is about a voucher for this complaint
Carol: I hope your not misunderstanding my situation ma.claris I need your help since im asking you to consult with your manager because I kmoe an agent can't do that much compared to them and I understand that part because I already spoke to another agent informing me about something I already know about
Ma. Claris: I can see in your account you have received coupons in the past, however, not every situation qualifies for one. I can understand how that would be confusing and frustrating for you. However, at this time there is nothing additional that can be done, Carol.
Carol: Because that's from unprofessional agents
Ma. Claris: As a gesture of good faith we have gone above the normal process to try and accommodate your request; however we cannot issue another coupon or credits because of our special team is already handling this issue for you.
Carol: Every call is recorded and monitored so I shouldn't contact hotels. Com for any problems if they did they job so that's issued for a proper reason and you should know that
Carol: The special team has nothing to do with what I'm contacting about today
Carol: Nobody can issue coupon unless its from a managers acceptance for a proper reason
Carol: And for asnmany times I had to contact in and complain about a situation that shouldn't even been caused aslo I'm a valuable customer
Ma. Claris: I understand that you are requesting another compensation but realistically this is what we can offer. A different person would only be able to provide you with the same information and/or offers.
Ma. Claris: And since you have the email from our Team about this issue, you may reply on that or use the number provided on that email to ask for any clarifications and assistance about this reservation.
Carol: But that's matter is for the transaction processing department issue so that's a different situation that has nothing to do with what I'm chatting with you today ms.claris
Carol: OK I understand you told Me that 3 different times I already did but what I'm contacting and talking to you about is a ridden concern
Ma. Claris: I understand your frustration and I apologize that I'm not able to resolve this issue to your satisfaction, as other Team is already handling this case, I am unable provide any credits or changes on this booking.
Carol: And have you yet spoke to your manager ?
Carol: OK I don't want any changes or do anything to any booking that's already been canceled for no reason
Ma. Claris: I understand that you would like to speak with someone else, however, they will have the same tools and same information as I have regarding your reservation. Any person assisting you would only be able to do the same things that I am doing for you.
Carol: OK understanding but I been ask you to consult wig your manager for me about this matter
Carol: Your bring in my history and from being s loyal customer why do I have to get in the need to argue with any agents about something not being my mistake and we been chatting about over an hour
Ma. Claris: I regret that you are not satisfied with the answer that I have provided. I have explained that your case were handled by different department are the reasons why I gave you this answer. Speaking to another person or department will not change the outcome in this case.
Carol: I just wanr to be a happy customer and I feel like I shouldnt be calling in or complaining nor doing feedbacks on a company that I go though
Carol: I'm not asking to speak to anybody I'm ask long you like I have been for 40 minutes to consult with your manager about my situation
Ma. Claris: I understand but if you wanted to make any clarifications and assistance or follow up about this case, the only way is to contact the number provided on the email or reply on the email.
Carol: This is beyond fusterating now and
Carol: Yes that would be your guys
Carol: Customer service like the manager told me
Carol: You guys are the only one can do it
Ma. Claris: I am sorry, Carol. As of now, there is nothing additional that can be done.
Carol: So is there a way you can forward this chat to a manger please
Carol: As I'm recording this whole matter
Carol: Coming from a unsatisfied customer
Ma. Claris: I can only put some notes about what we have discussed but I am unable to provide any transcript of this chat to someone, Carol.
Carol: I would appreciate it if you can transfer me to a manager please
Carol: I got this transcript saved
Ma. Claris: I'm sorry but I don't have capability to transfer this chat to someone, Carol
Carol: Can you transfer me please and I know your lieing because I chatted before
Carol: Wow this is uneceptable
Carol: This is beyond disappointing
Carol: I would like to speak to a manger please
Carol: Just like an agent like you the last agent did it with no hesitation to forward me to a manger that's ridiculous
Ma. Claris: You may call the number on the email to seek assistance, Carol, as I don't have any means to transfer this chat to someone or to a Manager.
Ma. Claris: I can also put notes on this reservation for future reference.
Carol: OK I will call and put a complaints on his poor customer service like I did with every unprofessional and unwilling to help agents thats so upsetting
Ma. Claris: I understand your frustration and I apologize that I'm not able to resolve this issue to your satisfaction.
Carol: I recorded this transcript also I know hotels.com has it also for security purposes
Ma. Claris: And I understand that you do not agree with the information that I have stated, but I have provided all information and options available for your situation.
Carol: And that's coming from a polite customer that's frustrated but still have the patience to deal with unsatisfying agents like you
Carol: Have a great day
Ma. Claris: I understand. Is there anything else I can help you with today?
Carol: Disappointing
Ma. Claris: I'm sorry that I couldn't help you. Please click on the X at the top of this dialogue box to close the chat.

I booked the canalta hotel, in hanna, alberta for april 9, 10 & 11, 2017. I did not select any other currency (Which is an option) when I booked other than the default cdn currency showing at the top of the screen. When I received my confirmation, I didn't really look at the amount I was charged for the hotel on my credit card statement until after my stay when I started putting together my expense account. I have stayed in this hotel numerous times but discovered when I looked more closely at my credit card statement hotels.com had charged me roughly the correct amount ($353.28) but in us currency. When this amount is converted to cdn, it worked out to $483.26 about 35 -40% more for the hotel room than if I had just showed up off the street and asked for a room. The hotels.com customer service on fixing this has been horrific. They claimed I changed the currency at the top of the website to us. They said, "do you see the $ sign, that means us not cdn. Currency". They indicated nothing now could be done about this error as it was all historical. I absolutely will not let hotels.com scam me and make me pay the extra $129.98 cdn. I have many other avenues of complaint but I thought I would try this as I have tried the telephone and finally after waiting a long time got to talk to a manager. I will discuss this with my credit card company, bbb, the canalta hotel chain, social media, whatever it takes. Hotels.com will not take this money from me. My confirmation number on this is [protected]. My e-mail address is [protected]@shaw. Ca. I will give this a couple of days before I proceed further.

I booked a hotel with this website January 2017. Unfortunately my airline changed my flights, the hotel that I booked was no longer needed. When I called Hotels.com to cancel my hotel reservations they told me they would not refund my money $700.00. When asked if I could have a voucher to use at another hotel on another date because I was traveling to CA from NH. They told me that would do that. The only thing I could do was change my dates for the hotel in CA. I am never going to go to CA for one day to change my hotel reservations to an alternate and the Hotel that I booked would not help. Hotels.com is a rip and I will never use there services again, nor will I use the Hotel in CA.

Good afternoon i have this reservation number [protected], i am in Venice in bernardi semenzato, we just entered the hotel for the check in and they let us stay in a far building in another place not related with the hotel and which was not mentioned on the website also i sent an email to confirm the place they didnt mention this building it's a shared apartment not hotel at all and they let us sign strange papers and took city tax then they told us that we stay in another building i need to refund my money now and report this hotel for this ridiculous attitude the madame at the hotel told is that the manager is not available, i booked from hotel.com as i trust this website but i don't know how i book and pay for something and stay in a totaly another place with no security or reception its an old apartment in a very bad street

As a business traveler, I use Hotels.com frequently. I had trip scheduled for May 1-3, 2017 in Pa. When i tried to book a trip for one night for a family member who came to town on May 15, Hotels.com screwed up and booked it for the week im already booked for. Hotels.com and the Hotel refused to cancel this error reservation. I have spoken to them many time and even though the trip is booked for 3 weeks ahead, they refuse to cancel this. I have cancelled all my trips through hotels.com and need help getting my money back that they charged. The Sleep Inn in Ashland Va is the hotel that was booked in error and they are refusing to refund the money too. This is totally unacceptable and theft

I had made a reservation on hotels.com ( Reservation number : [protected] ) to Nirvana Lagoon Villas and Suites Hotel. Me and my boyfriend arranged flight tickets and travelled from Istanbul to Antalya or this vacation. When we arrived at hotel, security of hotel told us that hotel is not opened! We were shocked and showed our reservation details. A responsible from customer relations came and said that they informed hotel.com that they will be closed. So he asked if we were informed or not but nobody informed us.
It was a complete scandal, hotels got the payment in advance and sent us to a closed hotel. Then thanks to hotel stuff, they transferred us to a group hotel but we lost half day and got stressed.
Hotels never answers phone calls when needed, so their service is awfull. I will never use it again.

I booked a room at Sonesta ES Suites South Brunswick - Princeton And the conformation number is
65621SB022127. I was planned to stay for 21 apr 2017 and 22 apr 2017.
When I checked in the hotel I was not provided any room.It was night 9.00 pm and I am at the road with two kids with out any room.
I was denayed room even though I booked it earlier and I had conformation for that.
When I checked with front desk, he was blunt and rude. When I called Sonesta reservations they informed that they will get a room in Sonesta Prinston but unsuccessful.
Finally I got a room at holiday inn with a very high price than what I reserved in Sonesta ES Suites South Brunswick - Princeton.
I am totally upset about this. I had to roam searching for rooms for few hours with my kids at car and I had to spend 200% more than what I booked with Sonesta ES Suites South Brunswick .
I do not know why Sonesta behaved to me so?
What sort of compensation they can make for all my unnecessary hassles .
What sort of compensation Sonesta can make for my over pay for my stay on the two days?
With this I would say that this is my worst experience with any hotel and I say Sonesta ES Suites South Brunswick - Princeton is the world hotel I have ever stayed.

April 20 2017
My cell phone [protected] (Dubai number)
I made a booking online for my wife and I (2 people) but the booking only made it for one person. Secondly the offer stated pick up at your hotel however the confirmation email did not provide any information on how to schedule your pick up or where to meet for the tour.

I called the called center long distance from Phuket to U.S. because that is the only way to cancel booking for an activity (no option online) and had to bare the cost for a 25 min international call to the U.S. from Thailand !

Reservation dates
Apr 23, 2017 - Apr 23, 2017
Itinerary #
[protected]
Supplier reference #
[protected]
Reserved for
Jorge Monterrosa
0 vouchers: 0 travelers
Price summary
Base Price: $104.83
Taxes: included
Total: $104.83

My email is [protected]@msn.com

Booking was done and paid for on 1/3/2017 Ref nr [protected] for Ebony and Ivory
We called Ebony and Ivory to confirm and they said they received no payment from hotels.com
We called hotels.com and they kept saying the computer systems are down
They now answered and said the will call hotel or else respond in 72 hours Our booking is for 21/4/2017 to 23/4/2017 48 hours away

Bad service and we want to know where the payment went and we want refund with interest

Also where do we now stay? as hotels are full for prayer day on 22/4/2017

I booked numerous of nights on hotels.comi am suppose to get a free night however they locked it claiming they didn't receive the rest of the confirmation from the hotel .But they started a whole new 10 nights again. P.s other websites charge $10 to $15 less for a night hotels.com charge more I do not understand how I got one night locked and then on my next one I am three days closer to another free night when they didn't even let me use my 1st free night.

Be aware of Hotels.com 12-month inactivity policy, if you slip a little, they will expire all your rewards...

I had been a loyal customer for over ten years. I had saved up 14 nights (you get a free night for every ten booked nights). I went online to book my next stay and all my rewards had expired. I checked the dates and yep it had been 13 months since my last booking. Fourteen nights down the drain. I called to plead my case. The agent said there was nothing she could do. I spoke to a supervisor, the supervisor said he could not help. The supervisor sent my request to upper management, promising to contact me within 72 hours. They never contacted me. I will never do business with Hotels.com again!

When I arrived at the hotel I was told that there was no reservation under my name! I made my booking via www.hotels.com website and when I contacted them they said that my reservation was cancelled a long time ago and that I was supposed to get a notification, but I didn't receive anything!
I demanded a full refund, but they said that they were not able to do that, because that was against their policy.
www.hotels.com company scammed me and stole my money, I can swear they never sent me anything, I checked everything!
I had to pay again for my room.
I will not use www.hotels.com ever again! They are real cheaters!

I will never again use Hotels.com! I booked a room for my sister who was in another city, and had gotten her wallet stolen. So I called Hotel.com to book her a room for the evening, until she could get further help the next day. When she went to check in, she, of course, had no id, so they wouldn't allow her to check in. So I asked the hotel of I could put it in another persons name, so the could use their credit card for any damages etc, They said I had to change it through Hotels.com. I called and was told that their computers were down and to call in two hours! My sister had been through a traumatic incident and needed to get into the room. There was nothing we could do... so I called back in two hours (It was now 8:00 in the evening) they said their system was still down and that it could take several hours! They'd already taken my money! I tried constantly throughout the night and never was able to have their system up. I asked for my money back...was told, still they couldn't do anything because of the system. I will never use them again!

I booked this hotel with booking.com. We arrived at the hotel and checked in, we went to are room, open the door, when we turned on the light we saw several cockroaches scattering! And then the smell hit us, the smell of urine and face's was Unreal! The beds were dirty there was urine all along door jamb corner. We couldn't enter the room any further we had to turn around before we got sick. We went to the front desk manager on duty. And told her that the room was unacceptable. She didn't offer us another room, I wouldn't have taken it anyway! What she did say was that we had to pay for the first night no matter what. If there was to be any more communication about this it would have to be through booking.com where I book the hotel from online. I called booking.com they immediately called the front desk persons try to get this resolved and so far they cancelled the room hoping that my credit card wouldn't be charged. they were continuing to look into it. This hotel is not fit or sanitary! I'm sure if someone came in there and inspected, most if not all of the rooms would be shut down.

I booked a hotel stay via www.hotels.com website. I contacted them two days later and asked them to cancel my booking but they said that was impossible and that they did not have that kind of service.
Their rep said that if I wanted to cancel my reservation I had to contact the hotel directly and discuss that with their manager. I called the hotel and they said that if I made my reservation via third party service only that service was able to cancel my reservation. I told the hotel manager that I used www.hotels.com website and they said that was a bad site and that many of their guests had issues with www.hotels.com.
I will never use them again, that is not right that customer can't cancel his reservation!

My card was charged twice this morning there is almost a thousand dollars gone from my account. Hotels.com took out 448.42 TWICE when the amount we were to be charged was supposed to be 444.57 ONLY ONCE. My husband works off and spends weeks at a time in hotels so we book by the week. I called about this last night and a representative tell me I will get an email telling me I would get an email with steps to dispute the transactions twice and after a day it would be refunded ? I would like my money refunded and never do business with Hotels.com again

Hotels.com reservation confirmation [protected] - Super 8 Mansfield LA - Mansfield

Super 8 Mansfield LA
1313 Mcarthur Dr
Mansfield
71052
LA
US
+[protected]

Hotels.com confirmation number [protected]

Check-in Tuesday, March 7, 2017

Check-out Tuesday, March 14, 2017

Your stay 7 nights, 1 room

Cancellation policy See cancellation policy below

Total amount to pay at hotel in their local currency $444.57