I made a reservation on hotels.com for a friend who was visiting from another country when his credit card stopped working. I asked specifically if I would be able to change the credit card # later. I was told it would be no problem - I would only have to call the credit card department for which the phone number would be in the confirmation email. When my friend called to change the number, he was told that my credit card was already charged and that there is nothing I can do except get paid back by my friend or cancel the reservation and pay the cancellation fee myself. I spoke with two supervisors and was given a different phone # to call. Everyone had the same answer - too bad, there's nothing that can be done and it's my problem to straighten out. At one point I waited over 45 minutes on hold. The agent that took my reservation either didn't know what he was doing or he lied to me. All hotels.com would do is apologize and tell me there is nothing that can be done. This has cost me a couple hours of frustration and at a minimum will cost me more time trying to get my money back with a wire transfer fee of $40 or more. I will never use their service again.

I made on line reservations for $90.00 per night based on Hotels.com photos and descriptions of the hotel. When I got there I was very disappointed. The room was filthy & it smelled + I did not feel secure leaving my car in the parking lot none the less staying there with my family due to the people loitering in the parking lot. I explained the situation with the desk clerk and he informed me that there is nothing that he can do about a refund and I'd have to call Hotels.com.(During all this a woman was checking in with a newspaper coupon for $15.00 less for the same type of room). After 15 minutes of phone calls. Hotels.com would not give me a refund. I explained that I was not staying the night and I want a refund. They would not budge. I refused to give up and called back...Hotels.com said, "We will give you a 50% discount and vouchers worth $45.00 for future bookings". I agreed, and drove to a different hotel that I found in a discount travel guide. ARE YOU READY FOR THIS... When I received my credit card statement they inflated the room charge to $135.00 then gave the 50% discount. I immediately called American Express & disputed the overcharge & I was redeemed. Oh...by the way...I never received any vouchers in the mail. STAY AWAY FROM THESE CROOKS. They should look up the meaning of the word "Guaranteed" like they state in their ads.

Watch out for hotels.com they say on the website no penalty for cancellation but they don't mean it because they take it away from you with the small print. You are much better off finding a hotel and getting the room directly from them. REMEMBER HOTELS.COM IS A RIP OFF!!!

book no. 35693749 . this complaint goes back to 5/15/06. the injury is still with me, i did not use 80. hotel bucks sent to me thinking i might have to pursue legal recourse. would this have made any difference?

The great $62.99 deal I got through Hotels.com [".con" would be more appropriate] ended up costing me $176. The tax added about $15, parking my own car (Hilton Hotel) was $12, using the in-room wireless connection another $12, and the pet deposit (which I'd been told on the phone the night before was refundable) $75. And no, you can't cancell when you find out you're being ripped off. NEVER USE HOTELS.COM!!