This fraudulent company needs to brought to justice. Report all disputes to the Better Business Bureau and get this company dismembered. Hotels.com is not an honest operation. The business is deceptive from its advertisments, to issuing unauthorized charges, and fraudulent refund practices. The posts/reviews are all over and it is the same complaint from travelers near and far. Do not spend one moment comtemplating on whether you should book through these people. Go to where there is honest business, there are better places out there. Although there are shady business operations everywhere, be assured that this is definitely a company you do not want to deal with. You will same yourself the time, money, and peace of mind own the road.

We booked a hotel room at Days Inn in Melbourne, Florida for four nights through the website hotels.com. The hotel Days Inn was showing very high rated on the website hotels.com. After arriving, we were given the first room. Room was dirty, used bedding and a big 2.5 inch spider was on the mirrow. The girl on the reception gave us a second room with no reaction on the spider. Same thing. Bedding was used, room was dirty and everything very old and moldy. We woke up every 10 minutes because of a few towing trucks who were waiting on not allowed parking cars to tow them. We decided at 2:00 am to call this company hotels.com to rebook the hotel, trying to get a other hotel. After 15 Minutes discussion and transferring three times they came to the conclusion, that they will not rebook it, they do not move us to a other hotel. We have to pay the four nights for this hotel, but can book a other hotel too, but have to pay it also. They can not rebook a hotel. We are very
disappointed about this what they call customer service. All we wanted was a nice, clean and quiet hotel for our money, what they were showing on their website, but this company decided to collect money without given a service. We would agreed if this company hotels.com would charged us for this one terrible night we already staid and book us then in a other hotel for the last three nights even if the hotel would be cost more. We were checking out at the same night and stayed at a other hotel paid by our own. We would like to get the money for the three nights of not using this dirty hotel back. It can not be that a company can charge money for not using a service.

Damage Resulting = We paid $210.64 and were asking for getting the money back for the three nights we did not used the dirty hotel.

My advice: If you want to book a hotel online, try to find the hotel own website. You get most time better rate then with hotels.com anyway. What I found out.

I was referred to Hotels.com by a major airline. I have two upcoming trips to Kansas, Salina and Wichita and require hotels. I specifically requested Hilton hotels for both locations and was informed that there was nothing available. They suggested two other hotels that I then booked. To be honest, they very quickly rambled through an explanation of their policy after the reservation was made. However, I subsequently was online booking another hotel for another trip through Hilton's website and thought I would check on the other two trip dates to see if anything had opened up. I found that there were rooms at their hotels in the locations. I called Hotels.com and asked about changing to the Hilton's as I had requested. I was then told they did not represent Hilton in those locations. I asked that they cancel the reservations they made for me and I was informed there will be a $25 per reservation cancellation fee. I pointed out that they miss-represented the service, not available and do not represent are two different things. Had I known they did not represent Hilton, I would never have booked the other hotels. In short, they told me it was my problem, I miss-understood. The cancellation fee will stand. I asked for a supervisor and was told there was not one available. They would have one call me as soon as possible that was two days ago and still no call. NEVER, NEVER use Hotels.com. There are a MIS-SERVICE to the suckers that use them.

Recently I hade made reservations at a hotel through Hotels.com. Everything seemed right till we reached the hotel. I had booked for a non-smoking room because my wife is asthmatic. When we reached the hotel the clerk at the check in counter told us that there were only smoking rooms available because they had to do some remodeling and that they had notified Hotels.com about it and asked them to notify all the customers who had booking with them. I was really annoyed because hotels.com told us nothing about this. I called up Hotel.com to cancel my reservation and that I wanted my money refunded. When the supervisor came on the line he told me that the money will not be and cannot be refunded because they had already paid the hotel he did not give me a chance to speak he just hung up on me. When I asked the hotel if they were paid they said that they did not receive any such payment and this is not a new thing with Hotels.com. I was really ripped off and could do nothing about it. I will never use hotels.com to again and make sure that no one I know does because they are not gonna leave any one and surely fool everyone that believes in them.

I booked on hotels.com a room for $109.00, just for the heck of it, I called the hotel to find out what they would charge me directly. I found out their regular rate is $99.00. I called hotels.com to request a refund for the difference. Manuel in customer service told me "we don't refund like that." Then he told me that if I cancelled with hotels.com the hotel would still charge me. So I called the hotel and guess what...they said that if I cancelled with hotels.com and rebooked with them I would not be charged. Hotels.com is a scam and their price match policy is utter nonsense. Please don't waste your money.