Hotels Com, L P Corporate Office & Headquarters

I called hotel.com on Wednesday August 1, 2012. I spoke to a young little (who barely spoke English) that reserved 10 rooms for my family event in September. However, she failed to mention that I had to pay for the rooms upfront. Had I known that I would not have used hotel.com services to book my rooms. They took $3,157.50 out of my checking account on Thursday August 2, 2012. When I realized this I immediately called them on Thursday August 2, 2012 and asked for a cancellation and a refund. I was told that it would take up to 24 hours for them to refund the money but it may take my bank 3-7 days to post the funds. I actually work for the bank and it does not take 3-7 days to post a refund. It is now beyond the 24 hours and I still do not have a refund and I am now receiving insufficient funds charges. And to top all of that off the Manager that I spoke to actually had the nerve to yell at me! REALLY

never ever use hotels.com for any reason. noone speaks english and they will not book you to a nice hotel. they just want to charge up your credit cards. they are aweful.ugh

I've been dealing with hotels.com(Italy) for a 34 days long trip in USA and Canada. The guys they employ are mostly "mediterranean" (Mustafa, Ethan, Mohamed...). Their knowledge of Italian language and of geography is very poor . They make mistakes that are unable to repair. In my case, at the beginning of my trip, the operator "forgot" to instal four nights, booked and paid at Victoria (Canada), on my account; during the following two weeks I asked by phone and emails to correct his mistake but he "was not in a position to do that". At the end of my trip, two days before leaving the country, I asked them to book two nights at the Holidays Inn Express Downtown in Toronto using my 25 overnights booked and paid. The reply was "no sir, you have only 18 nights because the four days of Victoria are not yet recorded on your account and three nights booked and spent in an hotel of Quebec City were not valid because the hotel requested direct payment.So I could book only one night in Toronto. After one week, when I was already at home, in Italy, they advised that those 4 nights were finally put into my acount and I couls utilize them!!And hotels.com will not credit the amount on my bank account!! I conclude that in general the rack fare shown by hotels are lower of those paid through hotels.com.

Very disappointed. I booked a hotel room Friday afternoon for the following night, only to get a phone call saying my mother was in hospital had a stroke. I phoned the hotel to ask if I could have a credit note for the £185.00 or book a different night at 9am. I was told there was nothing they could do. I had to phone who ever I booked with, hotel.com. I called them 9.30 told them my situation, very charming on phone. Told me I would not loose my money. Asked for available dates. Asked me to hold on, while he checks the. Hotel availability. Can't get through to them, will call you back in an hour. This happened 3 times same exactly same things said same order. Never got back to me, so to late now. I would never use them again. It has taken me forever to find there address to write to them. Very disappointed . Did call to make a complaint this morning she could not understand a word I was saying. CUSTOMER SERVICE IS VERY POOR. Will give them o points. Very angry.

Hotels.com Thailand seems to conform to the Hotels.com Corporate standard operating procedure of insolence and HANG UP without fulfilling simple reservation changes in full accordance with their and hotel legal terms and conditions. I am double booked with 3 day overlap in Addis Ababa. Their Thai call center refuses to act on my legal and proper instructions! They have hung up on me five times, 5 times! (Each time it took close to one hour to have the call answered, only to be rudely and insolently disconnected) They are stealing my money! When they will not talk to me about such a simple matter I must assume my chances of getting my double booked money back are slim. So far no response to two email through the local site and one to USA site. I book thousands of dollars in hotels every month. Today I booked Bangkok hotel with another company. Guess who will get my future business, that of my friends and relatives and business associates in 100 countries???

Hotels.com has, perhaps the worst customer service in history. Their employees are incompetent to say the least. I will never do business with them again. They ruined our vacation without an ounce of consideration for their mistakes.

Sure wish I would have checked the site out here BEFORE using them. Poor doesnt express the truth... TERRIBLE is what I would say. I am VERY dissatisfied with Hotels.com and even though I received a $20 coupon (so that i would use them again) instead of a $17 credit on my CC. Insane... To find the perfect place to stay at THEIR rate when the actual hotel rate was cheaper? Why WOULD anyone use them? I will state as the previous user did, dont use, unless you have money to throw away... chose other competitors that actual WANT to help, stick by their word and look to succeed in the future. So long Hotels.com... I wish you luck, you are going to need it!

I will never use hotels.com again and I am telling all of my friends not to use them. You all are a fraudulent company. I booked my family vacation to Destin, Floriida through you all. I specifically requested an ocean view room overlooking the beach. You assured me that this was what I was booking. When I got to the hotel, I had a partial view of the ocean which was two miles away, and a full view of nothing but swamp area. I informed the service rep that if the hotel does not have full ocean view and beach area where I can walk just a few distance to get there I did not want to book it. Well, the rep just wanted to book a reservation by any means necessary. So my family and I are stuck with a snotty room for the week because hotels.com won't accept responsibility for their mistake. Oh,they wanted to give me 15% of my money back for the inconvenience. What is 15% of $1,145.00? An insult to my freakin intelligence. I so was looking forward to having a wonderful vacation this week with my family, however, it is not turning out this way because i don't have the hotel room that i requested. Accept responsibility for your mistakes or I won't ever use you again or your cousins Expedia.com, Priceline.com, etc. I will book from now on with the hotel.

Terrible worst customer service ever. Got hung up on multiple times Lawsuit in action

What a DISGRACE to the hotel community! While working on a different project on my computer, I receive a pop-up in a red box labeled "hotel.com" with a picture of the Antlers Hilton Colorado Springs, CO in which I have reservations for 8 stays in August. The wording of Hotels.com said "Antlers Hilton Colorado Springs, CO $119 .... book now". Anyone with any intelligence would assume that their published price for a room at the Antlers Hilton is $119 (considering it is posted on the internet). At least that is what truth-in-advertising represents. The phone number listed for "price match guarantee" took me to a foreign speaking sales agent who, of course, said that I was not eligible because their ad did not have a specific date listed in order to receive the $119. I explained to them that their ad did NOT specify any dates ... it said "book now". I asked to speak with a supervisor and was connected to Wermer C. (they won't give up their last names) He told me many times that there was NOT ANY PERSON inside the Hotel.com Corporation WHO HAD MORE AUTHORITY THAN HIMSELF. ... Really???? Wermer C. There are no employees at hotel.com .... not a Director of Sales .... President ... CEO or COO??... no one with any authority except for Wermer C…… amazing. So, I guess in summary, hotel.com does not honor their price match policy ....even if it is their own price. I paid $129 per room per night. Hotel.com is advertising $119 per night per room. It's obvious that they don't care about truth in advertising or CUSTOMER SERVICE. Anybody out there who wants to take this a few steps further?

I just called the corporate office to complain about the incredibly poor & incompetent service I received from the overseas call centers in Central America & Manilla the past 4 days. I used Hotel's.com to book a trip to Scandinavia, multiple countries/cities 2 years ago and received outstanding service from a US call center, with recommendations based on our age, likes, budget etc. It was a fabulous trip and accommodations were excellent! I have been praising Hotels ever since, but not ever again after the last 4 days and 6 representatives. The first one I called for hotel recommendations based on my past experience. I reached a call center, either Costa Rica or El Salvador. When I tried to get info on hotels in Wales, UK, he kept on asking what state in the US is that in? I had to repeatedly explain the United Kingdom/England is a different country, and that Wales is a region not a state or city. He could not find it in their roster of hotels. I gave up. Called back a few hours later, reached Manila, and the young woman there started the same routine about Wales, when given a town in Wales could not find anything, but when I said I had it on my computer screen with hotel options showing, she said I must be in another company's website. Gave up on her. Over the next 2 days I tried to book online and repeatedly ran into problems with the website not being able to accommodate the special instructions/billing. Called back, got Manila reps again who seem only capable of running through the prescribed script, don not listen to what you are telling them and keep saying "yes I'm taking care of it", when they are getting it wrong & not listening! I had the following happen in these conversations: one was booking me into the wrong Millennium hotel despite my repeatedly giving him the address, one could not grasp the concept of booking rooms one for 7 days & one for 3, with different bed preferences and different guests but one billing for the same hotel and couldn't get details right so had to quit him, the last was aggressive when I said he was getting the reservation wrong in that I wanted to apply my WelcomeRewards and insisted he couldn't find it, when I complained I couldn't hear/understand because of all the background noise, he accused me of being racist, I finally said once again this is not working out, asked for a supervisor and he told me "there's no way I'll put her on! I said I ws done with the conversation and would not be booking, but he aggressively insisted I continue the booking. I told him as the customer I didn't have to do anything and I am done. HE THEN CALLED ME BACK AT MY HOME 3 TIMES HARASSING ME! THE 3RD TIME HE GAVE A DIFFERENT PRETENDED HE WAS A SUPERVISOR, WENT THROUGH THE WHOLE FIASCO AND WHEN I SAID WE WERE GETTING NOWHERE SINCE HE WAS UNWILLING TO DEAL WITH THIS EMPLOYEE, HE STARTED LAUGHING & SAID "IT'S ME AGAIN!" Josh at the cooperate office call center today was very attentive, very apologetic, noted all of my complaints and assured me someone will contact me regarding the call center employee who called and harassed me. I will wait to see if that happens. In the meantime, I am stuck with 2 non-refundable bookings Which I ended up having do online in multiple requests and the rates changed, just hope they work out. Hotels.com should understand that somethings wrong when you go to book vacation travel, something you should enjoy and look forward to, but by the time you are done dealing with their call center and website, you're so frustrated, angry & depressed you no longer even want to take the trip you were trying to plan! This is a business model designed to fail. BTW: if you don't know it, Expedia/TripAdvisor are also the same cooperate entity.

to make the story short, i have been chasing them for over a month now for a refund of $2,545 which i ended up paying interest on to the credit card which they didn't refund yet. i have tried calling and emailing several times but the same bull shit answer keeps coming back at him that "We will report this issue and escalate it" escalate MY ASS .. FUCKERS ....

Ive used them 6 times and had 2 terrible experiences..Booked a room in Atl for the weekend 4 months in advance got to the hotel the hotel doesnt have any rooms left because hotel.com somehow forgot to the send the itinerary to them was left riding all over atlanta looking for a place to stay. Second time booked room 2 months in advance to new orleans, upon checkout found out that the hotel was charging my credit card because hotel.com forgot to send them the funds..I wouldnt recommend ever using this site again.

DO NOT USEEEEEEEEEEEEEEEEEEEE!!! HOTELS.COM IS THE BIGGEST RIP OFF. YOU CAN ACTUALLY CALL THE HOTEL DIRECTLY AND GET AT LEAST A $50 RATE CHEAPER THAN THEIR "DISCOUNTED" "LOW PRICE" RATES. THE CUSTOMER SERVICE SUCKS AND VERY UNHELPFUL. SPOKE TO A MANAGER NAMES RACHEL H WHO CLAIMED SHE WAS THE HIGHEST AUTHORITY FOR HOTELS.COM I COULD SPEAK TO AND SHE COULDNT EVEN PRONOUNCE THE WORD CENTRAL.

I have used them for over 50 stays all over the world . We had 2 emails and have one credit on one email we closed same address , name on account as our main. They refused to move one hotel stay over to the other email account with all same information except for the email first name. They took 30 days to respond and claimed policy we wrote back they took another 30 days to reply . POOR CUSTOMER SERVICE EVEN WITH CORE CUSTOMER WE ARE GOING SEND ALL OUR BUSINESS ELSEWHERE . They really do NOT care about you as a customer ..what a shame !!! will loose us SMALL BUSINESS and not to mention the 10 OTHER CUSTOMERS WE WILL TELL TO GO ELSE WHERE RATED ZERO FOR CUSTMER SERVICE !!

Hotels.com booked a room for me in Alexandria, Va. I am from georgia and did not know about the storm on June 28th or so. I needed a room for July 1st and called Hotels.com after going to several Hotels that were booked. Hotels.com told me that there was (1) room left for Towne Motel in Alexandria, VA. I booked and paid them $123.24. I arrived at the Hotel around 7:30pm on July 1st and the Hotel was deserted. I immediatley called Hotels.com and was on the phone for (2) hours or more trying to get then to cancel my reservation. My cell phone went dead and I had to wait until I returned to Georgia after sleeping in the airport on Saturday night. As of 7/3/2012 I still can't get anyone of the phone to help me. The manager at the Towne Hotel stated that he will confirm that they were closed due to total power failure, but he said that Hotels.com had not called him.

Kelly was an absolute waste of time...she offered me a $25credit toward my next booking...what an insult.

VERY UPSET WITH THE WAY PEOPLE ARE RIPPED OFF AT HOTELS.COM I ASK THE REP IF I WILL BE CHARGED FOR CANCELING THE RESERVATION, AND HE TELLS ME NO. I WON'T BE CHARGED UNITL I ARRIVE AT THE HOTEL. THEN I CALL TO CANCEL AND DO IT ONLINE AND THEY TELL ME IT'S NON-REFUNDABLE. SO FIRST THESE INDIANS MAKE THE RESERVATION TO GET THEIR COMMISSION, CHARGE MY CREDIT CARDD AND THEN THEY SEND ME THE EMAIL STATING IT'S NON-REFUNDABLE. WHY DIDN'T YOU TELL ME THIS INFORMATION AT THE MOMENT WHEN I BOOKED OVER THE PHONE THAT THIS WAS NON-REFUNDABLE? HOTELS.COM IS THE BIGGEST SCAM EVER!!! RIPPING PEOPLE OFF LEFT AND RIGHT. NEVER, NEVER, NEVER, NEVER, NEVER USE THEM WILL NOT RECOMMEND THEM TO ANYONE YOU CALL TO ASK TO SPEAK FOR A SUPERVISOR AND YOU'RE LEFT ON ETERNAL HOLD THE REPS ARE CLUELESS AND RUDE

My earlier post commented on the poor service from an indian rep and indian manager at hotels.com The answer to my problem was resolved by speaking with someone in America from America. I had a great experience with Sarah at the corporate office call center, which did way more than what the indian manager offered to do which was nothing. Sarah called the hotel where I had the reservation and spoke with the manager and resolved the issue for me and I had a full refund within 2 hours. This made me very happy!!! Thank you Sarah in the call center at the corporate office. Great job! You stuck-up for your hotels.com I may use hotels.com again, if I get Sarah or someone just as helpful and honest as Sarah.

the hotel did not have the amenities promised. hotels.com didn't care and we were blown off when we complained. I will be sure that everyone I know and everyone they know understand that dealing with hotels.com is a very bad idea