here is my complaint:

I booked with hotels.com for my honeymoon vacation to go to Hawaii. Package included hotels, car rental and roundtrip air for two people for July 6th 2008 thru July 11th 2008. I received an e-mail that I needed to contact hotels.com because my flight had been canceled. So I called to find out the problem. The first agent I spoke with was very rude and hard to understand. She told me that my outgoing flight on July 6th was needed to be changed to an earlier flight than the already early flight of 6:15am. And the flight on the Friday July 11th was needing to be changed and that I would have to leave 3 hrs later in one of my flights and that my connecting flight would be in Vegas instead of phoenix and my layover would be longer and I wouldn't be getting home to around 2am. I explained to the lady that those flight changes were not something I could accept and so I would need to cancel and take my services elsewhere. She said that the flight was non-refundable and that she couldn't refund the flight. I explained to the lady that it was not my fault that it was an airline fault and that they needed to refund the money. After fighting and fighting with the company she finally said they would refund the package. She put me on hold to get a reference number. I then got disconnected. So I called back in and with lady number 2, told me there were no notes in my account showing the agent as refunding the money. This new agent tried again to pull the same thing, that the flight was non-refundable and that it was not hotels.com fault either. I told her it was between hotels.com and the airlines. It was not my fault, I booked and paid through hotels.com. I authorized and paid hotels.com for the package. NO one else and that I was demanding a full refund She put me on hold for another 30 min. She came back to the line saying that she if an overnight flight was ok on the 11th or if I could leave on the 10th. I told her no it wasn't ok. We didn't want an overnight and we didn't want to loose a day on our honeymoon. Finally after a total of almost 3 hrs on the phone with hotels.com they said they would give me a refund. But I had to mail in my paper tickets first and then they would process refund. Which they said could take 7-10 business days. I'm not happy with how long it took, the rudeness, and the fact I have to mail in my paper tickets and wait still that long for my money back on something they did wrong.

4/21/08 I'm not sure how to add anything further. But I called Hotels.com today because we still have not received our refund even though they told us as soon as we returned our paper tickets per reference number #41348663 that our package remainder of $1377.44 would be refunded and was told by a VERY RUDE supervisor today that our money would not be returned because the airline was filing for bankruptcy. Even though we bought and paid for the package though hotels.com We NEVER authorized them to give our credit card information to the airlines to charge. We authorized hotels.com to use our credit card to pay hotels.com for the package, not hotels.com and the airlines. He was very rude and told me that we were not getting our money back and hung up on me. WE will be calling our credit card company tomorrow. We need to know what to do. This is alot of money and who knows how many innocent people are giving their credit card information to hotels.com and they are letting people charge on their cards. This needs to be stopped! Please let me know status of my case.