Hotels Com, L P Corporate Office & Headquarters

My experience mirrors most of the others here. Can't get my free night, was told I had to wait three days after cancellation of another res, went around the bend with "customer service/care/supervisor" ad nauseum with TEN different reps and two supervisors for more than 2 1/2 hours, sum total, over two days. Was told "I understand your situation" every time but never had the situation resolved. Funny, wouldn't you be able to resolve my situation if you understood it? Put on hold by every agent to "verify," only to either be LEFT on hold or be told, at best, "I tried my best, I have limited authority." This is my one free Welcome Rewards night. This is not a request for a privilege--this is a credit I have EARNED as a Welcome Rewards member. Apparently, Hotels.com does not wish to actually provide any of the benefits of being such a member. I've had my credit card credited back money on cancelled bookings through Hotels.com before. Why couldn't the company simply do this with my Welcome Rewards free night ($63)? Because Hotels.com is not in the business of customer service, apparently. No more third-party booking agencies for me--particularly not Hotels.com!

Dont use hotels.com. I Have used hotels several times in the past with no major problems. however when there is a problem thier customer service is terrible and they wont work with you to respolve the problems. Its worth the money to book directly with the hotel and not have to deal with these fools. I booked a room two weeks in advance then recieved an email saying that my reservation was in "progress" and that I would hear from a represnative within 24 hours. I didnt hear anything for seven days. now its less than a week before my trip and Im going to get stuck paying an extra 300 bucks to stay at the same hotel that I origionally booked. Spent three hours on the phone trying to get it worked out with someone only to have them say that they could book me a room at the higher rate. I work for a small family owned business that has never screwed a customer and has always given back to loyal customers. Large companies should take a look at small business and learn what customer service really means.

Just spent 24 nights in May 2012 with them under the double points system. Not only did I not get the double points but I also did not get any points for several of the hotels. 142 phone calls later and many promises to get back to me by the Manila "supervisors" I am sitting here writing a letter to corporate headquarters and also filing a complaint with the BBB. This is exactly what is wrong with U.S. businesses. We have downgraded our standards so low by outsourcing everything to countries that really don't have the populace capable of critically analyzing situations and acting rationally on them. This is actually the second time I used hotels.com consistently. Two years ago I ran into problems with them and promised never to use them. This time I was enticed by the double points promotion but got burned beyond belief. I will not give them a third try.

worst service have ever received !!!! they still havent refunded my money from a mistake they had made, offered me 20% discount and then ended up being more than the original amount, they cant do basic math! john was his name, aweful! hung up on 4 times in 5 hours, what a waste of time! to this day hey hvent refunded me or done anything to make it right

Called to cancel my appointment made through hotels.com directly to the hotel I had planned on staying at . Was told no problem that my account would not be billed and the reservation had been cancelled . When I recieved my credit card statemnt the charge was added to my account . I called the credit card company and was told that , yes it was cancelled but I had rescheduled the reservation for another day . This was completely false and a lie . I would never use hotels.com again and have advised my friends and facebook friends to never use hotels.com . I hope this makes its way around facebook so all can see what a cheat this site is

I feel the same way. Hotels.com is a joke and I will never use them again. I booked a reservation for London and did not have my skymiles nunber. I was told to call back and they would apply it. When I did call back no one knew that there was a program giving you skymiles. After three uneducated employees I was told I would have to cancel the reservation and make another one. All the while being concerned they would screw it up royally. Then they reminded me that it was a nonrefundable reservation and to earn my skymiles I would have to book another reservation to earn my miles. Why would I book another reservation I do not need. I will tell everyone I know to never use them again. They have the worst customer service ever. And they do not try to help the customer. They do not care.

I was confused (my fault) the first time I used hotel.com and didn't get signed up for the rewards. I asked for credit retro-actively. I sent them an email five days after my stay and they responded "received". Apparently that is all it meant. I called their customer service and was cut off as I was waiting for a second level manager to make a decision. After 3 more tries (I kept getting disconnected) I spoke to Charley in El Salvador who said his hands were tied. They apparently would rather lose a customer than give me two days credit I earned. Kayak here I come.

HOTEL DOT COM IS FALSE ADVERTISING ON WEB SITE "STAY 10 DAYS AND AUTOMATICALLY GET 1 DAY FREE..! BUT THIS ONLY GOOD AFTER YOU CHECK OUT AND WAIT 3 DAYS THIS NUGGET OF INFORMATION IS BURIED 3 ATLEAST LEVELS DEEP IN THEIR TERMS AND CONDITIONS! I am frustrated, angry and I have run out of options, because when I booked my 19 day stay with hotel .com online, I was not told I ANYWHERE ON THE WEBSITE that I would have to wait 3 days (72hrs) in order to use my free nights rewards and then ...only after I checked out ! The web site sold me on booking our last 19 nights stay here by offering 1 free night automatically after a 10 day stay! Obviously miss leading! I had 6 days with welcome rewards when we booked this stay and figured I would use the 2 nights free for the next 2 days on Friday and Saturday night at this same hotel. And now I was told by your manager that we have to check out and then wait 72 hours before I can use my free nights! Again your web site boasted after 10 nights you automatically get 1 night free....This is an out right lie! Also the web site never tells you that the daily rates will change as the months moves on towards a holiday weekend. So Now I have to pay $79 for Friday the 26th and $89 for sat the 27th when I could have booked those two days with my first reservation at $30 a night.! This has now Cost me an extra $79 and $89 more for just these 2 days , which I was expecting to get them paid automatically free from hotel .com! I am calling your corporate office tomorrow in Texas to complain and tell them that after speaking with their customer service rep for over 40 minutes named Tony about my problem I requested a manager and got Ms Van M. who was unprofessional to me and purposely was to make excuses and confuse the situation, and then she lied to me about my email address not being correct and phone number on my account...she refused to help and stated there was nothing she could due to help ! This was all after I was on phone for a total over 1 hour and 8 minutes, and she still didn't seem to care if I was upset or frustrated and had to now pay $168 more for just extending 2 days of my stay all because of your companies 72 hr policy, which is buried 3 levels deep in your websites in terms and conditions. All I want my is my free 2 nights paid for by hotel.com for the 25th and the 26th of May as promised "automatically " on your website, or this could be a prime consumer action law suit waiting to happen! I know THEY can fix this and as always in business " The customer is right " !

DON'T USE HOTELS.COM. They will hang up on you if you have a problem/complaint. They book rooms that they don't actually have! When you arrive at the hotel, you won't get the room as promised, but you've just been take for because they charge you for the rooms up front. BAD BAD BAD!!! Will NEVER use them again. I will use a reputable travel agent or book direct through the hotel. The rates you pay are the same anyway!!!

Another unsatisfied customer! I booked a hotel through hotels.com at a discount price. When I received my confirmation email I was charged full price. I called hotels.com to see if they could change the price to the original price they had posted, they told me that $229 x 3 = $172 x 3. I was told that even if they gave me the discounted price it would still be the same amount. How could three times 229 and three times 172 be the same price with the same fixed tax rate? I tried to explain to them how it didn't make since and even made them get out a calculator and was told, "I don't know what to tell you." So began my journey of trying to cancel my reservation. It took me 2 1/2 hours, 5 phone calls, and 6 tellers to finally get my reservation cancelled! Every time I would call to cancel my reservation I was put on hold so they could call the hotel at which then I would be hung up on, 5 times!!!!! I finally called corporate and spoke to someone who could actually speak english and they were able to cancel my reservation within 2 minutes! WOrst booking website known to man!

Extremely disappointed at not being able to reach any one at the corporate office for hotels.com! The call centers were a total waste. I booked a three nite stay at a London hotel; was unable to leave the US. I was NOT asking for a refund! I WAS ASKING FOR A STATEMENT that we were not at the hotel on the dates reserved. ...on hold for a "supervisor"; received an email stating our reservation info, but NOT what I asked for. I hit REPLY and sent back what I needed! You probably guessed it - email returned as undeliverable! Yes, I called the 800 # again. Same result! Very dissatisfied with Hotels.com.

Stolen US passport; obviously unable to leave US. ONLY requested a statement from Hotels.com that we were not at the UK hotel for the scheduled 3 nights. Total runaround from 3 different call centers; was refused any US email address or US corporate phone number to whom I could make the request. Unbelievable!

I booked a trip through Hotels.com for spring break for my daughter and me. When I received the confirmation, I realized that it had dropped my daughter. I called immediately and (after 30 minutes on the phone) was told that they talked to the hotel and that it was all set. There would be no extra charge for her. When I received the new confirmation, this information was listed as a "special request". I again called and was assured the trip was paid for in full. When we arrived, no one was aware of this "special request" and they choose not to honor it (Dreams Puerto Vallarta). My daughter was an extra $1,000. I have called 8 times since our return about 3 weeks ago. Each time they promise that either it will be taken care of immediately or it has been taken care of. It is still on my charge. It is even more infuriating as this was two months prior to the trip. This hotel could have been cancelled up to the day before arrival. If I known, I would have just changed the trip to somewhere that was within my budget. I am now in a position of having a charge bill that I did not budget for and can not afford. I absolutely agree with many others here that they just say anything to get you off the phone (usually after 30+ minutes) and to eventually give up. They blame the hotel. However, my contract - the confirmed reservation - was with Hotels.com. They are responsible for this overcharge. There seems to be no way to get to any sort of manager through their listed number. I supposedly spoke to one after the 3rd or 4th call. They also promised it was cared for. This is an absolute scam. It is absolutely horrible to rip people off on something that they have saved for and waited for only to have to now deal with trying to figure out how to pay for it. I have now filed a grievance with my credit card company and am having them contest the charge. My bill is now due; I tried to resolve it before now but don't see that it's possible. I have been just sick over this. Happy vacation, right?

We have family illness so we had to rebook our trip to France 3 times. We have 3 young children and its' hard to find a place that will allow 5 in room or suite. For the final actual trip we Hotels.com. I called customer service (phillipines) to clarify if children could fit and especially to clarify the cancellation policy. I was assured that it was 72 hours refundable. I questioned carefully. I cancelled in France and learned that the operator had made an error -- the room could not be cancelled. French customer service was not bad, just never called back when they said they would. They tried to get the hotel to refund them but failed. They couldn't talk to the philipines, the philipines can't talk to france. The manager admitted but would not put in writing that they made an error, but still no follow up. NEVER USE THEM! I think they make lousy customer service part of their policy, so people get so frustrated they just give up.

Just let me add my name to the long list of disgruntled customers. I will NEVER book through this company again. I was promised a room with a king bed and a separate sitting area with a door between the two areas. Instead, I was given a full-size bed with a pullout couch in the same room. When I called the front desk, I was told the hotel doesn't even have the type of room I was promised. I called customer service and got no where. They eventually offered me a $150 credit, which was not acceptable. I was told to accept it or cancel the reservation. Since it was in Atlanta during the Sweet Sixteen Regional and a Dental Convention, there were no other rooms. I've spoken to five different people, one of whom would not even give me the name of the CEO of the company. I will be writing a letter; however, based on the results I've gotten thus far, I'm not expecting any type of satisfaction. I agree there should be 0 stars as an option.

Does anyone have a corporate # in America for this company I can call to file a complaint? Hotels.com is a joke and they're scamming innocent people out of points and money.

Basically this. If you book the reservation and have no concerns you may be fine. The smallest concern, you're on your own. Their customer service (FLAT OUT USELESS) is located in 2 separate places-neither of them is in the states. So you can barely understand them and they barely understand you. They think saying maam over and over equals good customer service. I've filed my complaint with the BBB for unauthorized charges to my credit card. Never have had a problem with the hotels stayed at.

Hotels.com sold me hotel in Phuket that is not exist. And not even open. Will try to file law suit against hotels.com

I also agree that a 0 rating would be too good for this company. I have used them for the last time. Trying to communicate with these people is absolutly a nightmare. Not only could I not understand her, she couldn't understand me, and when she totally botched my non-refundable reservation I was told they were sorry but I was out of luck. If I had made the reservation myself online and made the mistake I would have understood, but this mistake was made by a Hotels.com rep. The customer should not be penalized for their employees mistake. Save yourself the time, confusion and frustration and call the hotel yourself. It's very sad that this company like so many other US companies has off shored their customer service.

THIS COMPANY IS A SCAM THEY TOOK MY CARD NUMBER AND WITH THE PROMISE OF KEEPiNG MY RESERVATION THEY CHARGED MY CARD FROM 9.30 PM to 7.00 AM I BEEN TRYING TO CALL THEM, EVERY EMPLOYEE LIED THEY PUT mE ON HOLD, HUNG UP ALL NIGHT THERE iS NOBODY ACCOUNTABLE FOR ANY CUSTOMER SERVICE. I HAD FRADULANT CHARGES TO MY CREDIT CARD I HAVE NEVER SEEN CUSTOMER SERVICE LIKE THIS WHO IS RESPONSABLE SHAME ON HOTELS.COM