Hotels Com, L P Corporate Office & Headquarters

I cannot describe how rudely I've been treated and how utterly useless Hotels.com is. I made a prepaid reservation with them for Sept. 11th. I called on the 9th to reschedule it to the 16th. I was told by the hotel I had to do it through Hotels.com as I had done it on line through them. Hotels.com told me they would take care of it and, I understood, email me. They never did. I just got off the phone with them. The operator couldn't do a thing and his supervisor was incredibly rude. He would not let me talk and insisted I was speaking over him. He continually interrupted me in an aggressive manner and tone. When I asked to be connected to his supervisor I was informed he had none. He only gave me his 1st name as Tony when he was clearly in India and even refused to give me or connect me to the corporate office. He said " he was not entitled to give me the number!" I don't need some idiot to give me directions on how to find a phone number. When I reached corporate Customer Service, they gave every escuse in the book why their supposed service is non functional and why they will not even try to get my money refunded even though it was their fault. Instead, they put the blame on mw, their customer! Save yourself time, money and stress. Just call the hotel directly and make your reservation. That way, if you need to change something you can deal directly with them instead of an incompetent middle man like Hotel.com.

Worst company ever! Shouldn't be in business at all. I am in the process of filing a suit against them because theybrefuse to give my money back when 2 reps from hotels.com told me that I could get my money back. Please do not do business with this company

How simple is this: I requested non-smoking room two weeks in advanced, received confirmation of non-smoking. Arrived at hotel and they had no non-smoking rooms for me or any left. They showed me where hotel.com sent the reservation over as smoking room. I called hotel.com and was on hold for twenty minutes. They said they would check my reservation, and no one picked up again for another twenty minutes. I called back and received no help. I waited another twenty minutes for the supervisor. He was no help and asked if I wanted him to book at another hotel without a refund for the first one. I stayed in the hotel for three nitghts with smelly smoke and was sick to my stomach. I filled out their survey, however, it was clear their survey isn't interested in you getting contact with a customer service Rep. I will never use Hotel.com again!

Wow, after reading about Hotels.com, I am NOT surprised at the lack of leadership and management there. My wife, daughter and I drove all the way from Los Angeles to San Francisco to Holiday Inn, and when we got to the hotel, the idiots at the front desk booked our room to someone else!....and we made our reservations over a week ago. We contacted Hotels.com and they just kept saying "Sorry, but there is NOTHING we can do" and this was at 11pm after driving over 500 miles. I kept calling them over and over again and they would do nothing to help. We were on the phone till 4am sitting in our car! We got hung up on by there so called "Customer Care" center, I tried several times to speak with a supervisor, only to have them lie and say that no supervisor was there, then another said they were all in meetings and when I finally go to a supervisor from the booking department, he just pushed a button BACK to the Customer Care people....who promptly hung up after they found out it was me again... Oh, and I found out that Expedia is the same company....so beware people, these ass-holes are just here to rip you off...the only guarantee is that they will take your money!

To be honest They don't even deserve a 1 star rating. We booked a hotel room through hotels.com a week before the said check in date. Its been paid for and been confirmed. On Aug 30, we arrive at the hotel at 11:30 pm, after an almost 7 hour drive from Los Angeles. Only to find out that the Hotel ( holiday inn san francisco int'l airport) gave our room away. They were giving us a smoking room which is impossible because I have asthma. But the Staff at Holiday Inn was not helpful or accomodating at all. I called hotels.com about the matter and the lady on the other line said that its best to cancel the reservation and book another hotel. It should've been tha easy roght? But No it was a nightmare! We were on the phone with them for over 5 hours just to convince them to get us a room since it wasnt our fault that our room was given to anther costumer. My Fiance had to pull all his tricks but to no avail. They will not pay for the hotel that the were supposed to get us...since weve been out in the parking lot the whole night arguing with them. Their costumer service is none existent too! Rude and just dishonest people. I will Never Use HOTELS.COM AND EXPEDIA SINCE THEY ARE SISTER COMPANY.

Lies, lies, lies... Aweful customer service. Hotels.crap should be embarrased having these people be the voice of the company. 0 Stars DO NOT USE

There should be a negative 5 starts because that is what I would have chosen as well. This has been the worst experience I have ever had with online booking. Hotels.com booked me and extra room for 2 nights in Aspen Colorado and then refused to remove it or refund my money. Not only have the stolen $341.14 from me but they have also wasted hours of my time today. I was told I was being put on hold for a manager, was on hold for about 15 min and then they hung up on me! This was not a change that I made to my reservation but a complete mistake on their part they they will take ZERO responsibility for. I have never experienced such blatant Freud in my life. Unbelievable!!!!

Worst experience ever! Repeatedly hung up on, disconnected, refusal to refund my money...it was their error. DO NOT USE!!!!!!!!!!!

I booked a room through Hotels.com for my birthday trip to San Antonio. We stayed one night in San Antonio and another night in New Braunfels. The first room was great. I am not sure if I was taken on it. Really I don't care about the first room and I am not sure if I want to know. HOWEVER, the second room was charged to me at almost double the rate. THEY ARE CROOKSAND YOU SHOULD NOT TRUST THEM.

Zero stars, Hotes.com RUDE LIARS.......I'm out $250 because they made a mistake.

I have been waiting for 3 weeks not to get my email to get the kindle, no luck. I tried calling for the 4th time now. No luck, sent 3 emails. I know they are not going to try and say that I didn't put BOOKWORM into the box to get the free kindle. They don't know me, I am persistant. I will get my Free Kindle!!!!!!!!!!!!

I called hotels.com for a reservation to book sleep/fly/drive... The agent who helped was wonderful and very friendly... He found 2 deals for LAX on Aug. 23, 2011... The best was Hacienda in El Segunda... for $179. this included 2 beds and parking for 2 weeks... I was excited... Then he came back on the line and said they only have 1 king because they sold out of doubles... Then he told me if I call directly to the hotel I may find out they actually have the beds and he then gave me the number and asked if he could stay on the line while I call... So I called the number he gave me... They did have 2 beds with parking for 2 weeks inclusive... I reserved this and received a confirmation... The Hotels.com agent then was happy for me and I told him now what because I need to get my rewards as I have booked my vacation with you and use your company quite a bit... He told me he cannot reward me and cannot price match the room... I am not asking for a free night... I am not asking for anything except what rewards I would have received for booking through hotels.com... When he could not help I asked for a supervisor... After a while he came back and said there is not supervisor available and I would have to speak to someone from the corporate office... I said that would be fine... he said he would connect me 20 minutes later a whole new agent came on and said "Can I get your confirmation number"? I told him the situation... He said there is NOTHING that can be done... I asked for a supervisor as he told me he was not one... Name Jose... He argued with me telling me I was wasting my time... I was upset and speaking with a raised voice which he attempted to tell me I was screaming and did not have to take abuse... I gave NO abuse but was most definitely upset... I insisted on a supervisor... I was on hold again... When finally Louis came on the line and said he was a supervisor... He proceeded to tell me the same thing... They had NO concept of the original story I had told them and simply treated me rudely and like they just wanted to get rid of me... My total work out was 1hour and 25 minutes... If this call was recorded it was on Wednesday at 2pm till 3:25pm... I hope you find it and hear the way it all went down... because even my conversation with the other hotel was on my speaker phone and the original agent was listenning... As you do NOT actually have a corporate phone number I could call this is my only recourse... Please assist me with this situation as I feel I have truly been faulted and deserve my reward points... Thank you

When I tried to redeem my "free" night through the rewards program it did not register properly and I was charged for the night. After being on hold for over and hour I could not wait any longer. I stayed in the hotel that night which to my dismay was not of the caliber expected by the "average nightly rate". Having stayed in many high end hotels this did not meet my expectations. So not only did I get a substandard room, I had to pay a premium for it. I made several attempts to contact Hotels.com but always had to wait 30 min. or more until I had to do something else. Hotels.com customer service continued to apologize (as if I believe they care) and put me on hold, another 30 min. I am sitting on hold with them now waiting for a supervisor and probably will be until my phone dies. Thank goodness I have other handsets! Okay, they finally came back after 27min. Samantha seemed surprised I was still on the line. I asked to be transferred to an American call center but she is not allowed to do that as well. At this moment I am giving them a negative 5 as well.

We booked 2 rooms for a 2 night stay in Corpus Christi, Texas and was verbally given the total price over the phone. We received the confirmation and the pricing was the same as was given on the phone, however it was listed as C $ XXX.XX on the confirmation that was emailed. When the charge hit our credit card AFTER the stay in Corpus, it was higher than was quoted and there was additional VISA charges, totaling about $ 40.00 more. I called and they told me that the confirmation was in Canadian dollars and that if I wanted US dollars I needed to call before the trip, but now it was too late to make any changes. I feel ripped off and deceived. I am sooo unhappy with their response (which was too bad for me) that I, too am filing a complaint with the Texas Attorney Generals Office.

This was the first and last time I ever book with this company again. I travel 50% of the time and stay in many hotels and never have been treated like this by any other like company. THE WORST COMPANY I EVER HAD TO DEAL WITH. The agents name was Paul was the most INCOMPETENT person I have ever had to talk to. The web site advertized a free Kindle when I booked the room and applied the code. I later found out there was no free kindle. As I was speaking to Paul the free kindle was still being advertized for the hotel in SFO Airport Radisson. They even asked me to send them a screen shot to prove it. Was put on extended hold several time and then was disconnected and the NEVER returned my call. Also sent an email also no response.

My experience with Hotels.com has been awful. I used their services for multiple reservations in the past. At some point they started showing one price and then when you go to book the room the rate would change by 10-20 dollars. When I called to ask why this was happening they claimed it was a "computer issue". They were disinterested in my concerns and were unwilling to do anything to help. They are using false adverstising and charging your credit cards unauthorized amounts of money to suit their needs. They have horrible customer service and could care less about how they treat you. Save your money book somewhere else!

Hotels.com is a cheating company. I made a reservation through hotels.com on jul 3rd of 2011 and went to the hotel immediately after that only to be turned back saying there is no place. I then found my own accomodation. I called hotels.com a week later, got apologies from them and promise of refund in 24 hrs and a gift card. Never got my money and I called them after 15 days only for them to drop the call as soon as they picked up and after 3rd or 4th try they started to act as if they are not hearing what I am speaking. Fraud!! Beware!!! I have called my bank to dispute the charge.

Hotels.com are really a bunch of crooks. I was told almost all the similar stories that I have read here on this site. They outright LIE to you. They mislead you while you are talking with them.....Try not to get caught in their web of deceit.

I had a problem with an agent neglecting to notify the hotel that I added one more night. Therefore when that 4th day came the hotel was expecting me to leave. I spent the better part of the day with the hotel staff trying to solve the issue. This is how Hotels.com handled it. They refunded my 4th night, even though I did stay. They also offered to send me a $100 coupon for the inconvenience to me and my 4 year old grandson that did not get to go to water world at Lego Land. Thank you Hotels.Com.

Hotels.com is the number one ripoff company I can think of. MY wife made reservations for our family in Watertown NY, and was charged $1100. When she checked out the bill was $847. HUH? So she called Hotels.com and after being given the runaround got as supervisor by the name of Lisa A. (come now I hope you don't think that is her real name do you?) who told my wife there was no problem, they charged her the correct price, the hotel she stayed at made the mistake. Refused to even talk about a refund and when I told them I was filling a complaint with our State Attorney General's Office, she hung up. NEVER, NEVER, deal with these people.