I recently signed up for the rewards program: stay 10 nights get one free. After the initial sign-up, I used a smart phone to book a reservation. I did not see a login so I continued with the booking, assuming I would be asked prior to completion. I wans't. So the reservation was made without logging in to hotels.com.

When I saw I did nto receive a credit for one night stay I emailed the company and was told they could not credit my rewards account for the stay, even though I submitted the reservation and made payment after I had signed up for their program. Their system even sent an email to the same one used for the sign in page.

I emailed back and requested they delete my account. Found out I could do it on the site so I deleted it myself.

I will continue to use the various hotel pages directly and will never again use hotels.com. Absolutely foolish they could not simply look at the reservation and put down a credit for one night.

On the 1st of February we confirmed a booking with Hotels.com for accommodation in April. On the 11 April 2011 Hotels.com called to say they could not honour our booking. During this first call they made no attempt to rectify the situation. We asked them to sort it out, and they did not call us back. We have spent over 2 hours on the phone trying to have the problem resolved. So far all they have offered us is $70 US voucher. This is pointless as we need accommodation for the nights we had it booked. Their service is incredibly poor, most times the person you talk to says they cannot open your booking and transfers you. I have even been hung up on. I have registered two complaints with the BBB (Better Business Bureau) one regarding misrepresentation of service and another regarding poor customer service. I strongly advise anyone considering booking through Hotels.com not to do it. Even if you have to pay more elsewhere, it is worth it as this company does not deliver as promised, and has the worst customer service I have ever experienced.

I used hotels.com to book an overnight stay in Birmingham, AL. Everything was fine until I received my statement and noticed I was overcharged for my stay. I called customer service, definitely overseas, to ask for a refund of the difference. I was told they could not refund my account. If they can charge my account they should be able to refund it. After arguing for awhile and being put on hold several times I asked for a manager. I finally agreed to accept $60 in hotel bucks.

I was told that I had one year to BOOK a trip and use the hotel bucks. About a week before they were to expire I decided to use them for an overnight stay to celebrate our honeymoon. I was now being told that I had to actually STAY somewhere during the one year period to use the hotel bucks. After being transferred about 5 times the customer service representative apologized for the misunderstanding. She canceled the $60 vouchers and issued me new ones that I would receive in 4-6 weeks.

Eight weeks later NO vouchers. Called “overseas” again, and again, and again, and again, and again. Same story, you are given a case number and NO ONE will contact you back in 72 hours as stated.

At the time of writing this complaint, it has been over 4 months, I have spoke to 5 different representatives about 3-4 weeks apart, one representative by email on their web site and I still have not been contacted back regarding the vouchers.

If you love being lied to, taken advantage of, and enjoy “overseas” LOUSY customer service, use hotels.com.

I WILL NEVER USE or RECOMMEND hotels.com to anyone.

I was looking for a hotel in Keystone, CO for my husband and I for Presidents' Day weekend (18-21 Feb, 2011) and found a hotel we thought we'd like on several sites. Priceline had it cheaper (without bidding), but as we had had success with Hotels.com before, I decided to call them to see if they would match the price (per their website guarantee). The representative verified the price I had found on Priceline (over $131.00 less) and said they would match it. My clue that this was not going to go well, came next, and I should have run... she said they were going to charge the original amount and then a credit would be run, within 2 hours, to get to the adjusted amount (as she could not do it). Well, 8 days later, still no credit. This is after 3 phone calls and as many emails. I've now gotten my credit card company involved, particularly after the last call to Hotels.com 24-hour customer service line. I got a frontline representative, so was very quick to say that as I had been at this for a week, I needed to talk with a supervisor. She left the phone for several minutes and then came back and said none were available. I asked if that meant none were there, her comment, "No, helping other customers." She did not/would not give me the option to hold. DO NOT USE hotels.com (and as they are affiliated with EXPEDIA, I'd say not use them either).

My first experience with hotels.com was wonderful. The hotel had my reservation, and there were no problems. My second experience was another story. I booked a hotel stay through the hotels.com website. My credit card was charged the full amount, and I received an itinerary number and proof of payment. On the day of check-in, I called the hotel, but they had no record of my reservation. The reservationist told me to call hotels.com and have them fax my reservation. I called hotels.com, and the gentleman told me that this was the hotel's fault, and I would have to wait until check-in to call back to have my reservation re-faxed. I called back to speak to another agent. This agent put me on hold, and after waiting 10 minutes, my call was disconnected. I called back again, and demanded to speak to a supervisor. I was put on hold, and then the agent came back on the line and told me her supervisor was on another call and could not talk with me. The agent agreed to fax the reservation to my hotel. This call took 41 minutes (cell phone minutes) before everything was wrapped up. I now wish I had paid a bit more and reserved directly through the hotel. I wasted a bunch of time, and started off my vacation in a foul mood. Not worth it.