Hotels.comReviews 1,048

Site Claimed out hotel was 15 miles away from amusement park destination so we booked and paid in full; excited to find a great rate. The name of the street the hotel was on was called enchanted way... Which would make sense because its claiming to be close by Disney... after printing out the full page receipt another tiny fine print disclaimer appears on a second sheet out of the reading "DISTANCE IS CALCULATED IN A STRAIGHT LINE FROM HOTEL TO POINT OF INTEREST AND DOES NOT REFLECT ACTUAL TRAVEL DISTANCE" We got stuck with a 35 mile drive... not 15... In rush hour Los Angeles traffic. I am livid. Thanks but no thanks for the warning which was made clear after I paid in full for a non refundable stay.

I've used this site a few times. It always advertises that it does not charge a change or cancellation fees. But recently when I used Hotels.com, I was charged a $5.00 service fee for each of my bookings and cancellations. I had made 4 bookings thinking I would cancel what I didn't need. This fee is not refundable if you cancel. You would only know this if you took the time to read their long fine print in their Terms and Conditions. I complained about how this fee should be made more obvious (by having an explanation given when one clicks on this fee). But each time I explained in an email to the customer service person, I would received the same prepared email with the same reply... that this "fee is explained in the Terms and Conditions". I could never get a live person to speak to through their 1-800 number. Terrible customer service. Just a warning to others using this site to book a hotel. Read the Terms and Conditions.

Their website is not updated! Was looking for a hotel as close the Panama City Florida airport as possible since I was arriving late. Booked a hotel through Hotels.com that was suppose to be under 5 miles away... it was 30 minutes away! The airport moved 2 years ago! Called the hotel from the cab at 11PM to be told that I was already charged and I needed to contact Hotels.com. Called Hotels.com to be told that there wesite is correct and this was all my fault that I spent and additional $150 for another hotel close to the airport! :(

I have booked several rooms with Hotels.com. I have never had any problems with them. I travel for my job and deal with MANY booking agencies and MANY hotels. Recently, I booked a room at a hotel and the hotel refused to take my reservation because they oversold their rooms and did not close the inventory with the 3rd party companies. Two other guests were allso refused by the hotel but they booked through another company. Hotels.com worked with me and got another place for me to stay very quickly and processed a refund for my original reservation. I also got a $100 credit to use with them for my next stay. Well Done Hotels.com!

I booked a hotel, and cancelled within the required time to save being billed for the entire stay. I cancelled via Hotels.com. After 2 weeks there was no credit, but hotels.com indicated that the hotel refused. I asked to speak with a supervisr. After 56 minutes of witing, the phone went dead. I called the hotel, they dd not refuse. Hotels.com then sai I could dispute it via my credit card. BTW, hotels.com is run by a conglomerate that runs Travelocity, and others. Perhaps not using any of them with bring some pressure to bear on Hoteslscom to raise their level of quality and truthfulness.

I have had the WORST experience with hotels.com customer service. I have called several time because one of their reps have messed up... BAD. I booked a hotel room in Denver and called to ask a rep that IF I cancel and eventhough it says "no refunds", would I still be able to get a refund? THE REP TOLD ME YES! I was on the phone with her for a LONG TIME and she still assured me that my money would be refunded if I cancelled. So I cancelled. It has been almost a month and no refund. NOW the rep tells me that I won't get my money. WHAT IS WRONG WITH THEIR EMPLOYEES? I'm now out of $216 for a room I'm not even staying in because of one of their reps! I hope to God they have a recording of that call because she needs to be fired IMMEDIATELY.

Do not use this hotel. I have cancel a reservation before my reservation date and the following wk, they had debited out of my account the total amount of the hotel stay... i have called 5 times and they all have lied and said that it was being debited back into my account with in hours... as of today, its been 4 wks and still NO REFUND! And again todays conversation they said it will be refunded in two hours... lie lie lie... don't trust them...

To join the not very positive reviews for the hotels.com web site. After giving up on Alpharooms.com, I booked a hotel thru www.hotels by calling directly the toll free number, sometime in February, 2010. My order was for sea view superior room with double bed and sofa bed for a toddler.

Down the road www.hotels.com have sold my booking to www.travelnow.com. Travenow.com have "slightly" modified the booking information and at time of our arrival in the hotel we were told that our reservation is for room with two separate beds and a crib and no sea view. I did not try to contact hotels.com and travelnow.com and try to find were the link was broken.

After my arguments, lucky for us the hotel staff gave us something in between (no sea view) that worked out great for us.

The bottom line. Be careful with www.hotels.com

The best shot seems to be to contact a particular hotel or hotel chain directly and maybe pay more and not get dissapointed at the time of the arrival.

Agent booking onthe phone barely spoke/understood English. Had to repeat what we wanted to book several times. Booked a nonssmoking room, spelled out our email address 4 times, never received a conffirmation email. When we arrived at the hotel, they only had smoking rooms, we refused, called Hotels. Com immediately to ask for a refuns since thsi was not the "item" ordered. They were absolutely uncooperative, asked for a supervisor, also completely uncooperative and rude. Denied any responsibility, refused to give us a credit. We did not stay at the hotel, went somewhere else.

I used this website to reserve a room for my family to welcome home my son from Iraq. They charges me one price and the hotel charged me a lesser price. When I contacted the website about the difference, we are talking a $98 difference, they are informing me that I am not getting it back. They lied on their website saying that they had an indoor heating swimming pool and whne we got there they did not. I do not find this site friendly or helpful.