We booked and paid a hotel room through hotels.com for 7/3/2009. After we arrived, the clerk told us that they never received my reservation from hotels.com and there was no room available, and there was another woman had the same issue there for 3 rooms. We had to found a hotel to stay from a phone book in the middle of the night.
After I complained a lot, hotels.com agreed to refund my room and will call to the hotel we stay to take care of the bill, but it didn’t happened.
Two days after, I called again, hotels.com said they will mailed me $100 check and $25 gas card, and I will received the mail in 3 days. A month passed by, I only receive $25 from my credit card, so I called the 3rd time.
The supervisor of the floor of hotels.com told me they will mail me $100 hotels.com voucher in 2-6 weeks. I told her I don’t want to any service from them ever again after all the inconvenience they made. She insisted I agreed with $100 voucher, which I did not, so she can only give me a voucher, also she refused to give away her supervisor’s name, number, or email.

Until now, I still have not even receive the refund for the room I did not stay.

I booked a hotel in Harligen Texas and upon arriving at the hotel on the date intended we were advised that we were a "no show" two nights prior. Our credit card had been charged and we were required to pay again for the same night that was paid out to Hotels.com. We contacted the company at the number provided and were told firstly that they didn't make an error. They said they would call the hotel and put us on hold for 30 minutes (all the while listening to the most irritating canned music - designed to get you to hang up I'm sure), came back on the phone and said they could not get a hold of the hotel even though they had the number and we were standing in front of the clerk at the hotel. We were then cut off the line. I called back two more times with exactly the same result only speaking with someone I suspect was in Mumbai, India. I wrote to the company and after several days received a reply that they had recognized that an error had been made and that they would supply us with Hotel Bucks. I had requested a credit to our credit card and they refused. I then disgruntledly accept their offer to at least recoup some of the funds were we out. Six weeks went by - no hotel bucks. I contacted them again and they said that I had not wished to receive them! After another long discussion they advised that they would put a "rush" on the $80.00 hotel bucks offer and I should expect to receive them within the next two weeks. Five more weeks go by and I receive a $20.00 hotel bucks coupon that I suspect is not worth the paper it is printed on. Whatever you do...do not give your credit card to these fraudulent people. This is a scam company and even one of the employees I spoke with in the numerous conversations agreed that this was a very poor way of doing business and he was not hopeful for me!! Beware. Hotels.com via Expedia is a FRAUD.

Hotels.com has always in the past offered fair and attractive accommodation offers. But my last experience has left me with a bitter taste.

Today I attempted to book a 3 night stay in Minneapolis. When I input the data, hotels.com suggested a very nice property, one that was within walking distance of the place where I planned to visit and one with nice amenities.

When I attempted to book the property, I offered both a room with 2 double beds or 1 king bed..however I was not given the option of selecting which room I wanted. Because I was traveling with a non familymember, it was important to select the 2 double beds rooms.

So I called hotels.com. The representative was helpful and was able to pull up the accomodations but she was unable to view the same rate I was seeing on my Internet screen. Her rate was $30.00 more per night than what I was being displayed.

She asked me to send her a screen copy of the rates that were being displayed on my computer, and I did that. And even though I did that, she said she could not honor the rate that was shown on my computer, and she could only offer the rate that was displayed on her screen. I thanked her and said I would complete the reservation on my own (since she could not lower the rate).

As I progressed through the booking screens the rate again rose another $30/night. Now what was originally an acceptable rate had now risen by $60/night and was unacceptable.

So I did not complete the reservation. I called the hotel direct and booked the property at the original discounted rate first shown on the hotels.com pages.

Just a warning to anyone that uses hotels.com. check your final rate...i was appalled at what was offered to me for the actual reservation, and I was able to get the same property at a significantly lower rate by simply calling the property direct.

I booked a 4 night stay at a hotel in France. on my arrival at 11pm I found that the place was loacked up with no 24hour reception. Their automated checkin box outside the hotel would not give me access. i called the hotel security and was basically told to find another hotel. not easy to do on foot, in an unfamiliar town, carrying luggage at 11pm on a public holiday in France. I called hotels.com and was passed to a number of people in India. The next hour was spent listening to their on hold 'music' at a mobile rate of 34p a minute. The reason for the delay was they souldn't pass my call to their own relocations department. Eventually I got to speak with the reloacations person and had to end the call early as my battery was about to expire. While on the phone I walked about 2 miles back to a hotel I had seen on my way to my first, lugging my suitcase and heavy rucksack/laptop bag. Only after I had checked in here did their relocations guy call me to offer me an alternative hotel - on the other side of town. It was now 12:15am

Their customer services are appalling. They are all based in India but do the old trick of using English names. They offered to refund me for the night where I couldn't stay in the hotel. They offered me 30 gbp as way of compensation for the stress and inconvenience caused. I rejected this offfer and he called back with a new one. They would refund me 100gbp including the cost of the first night - so 69gbp and now 31gbp. I have told them the minimum I want is a refund of the first night (69) and refund of the night in the other hotel (45) a refund to cover the costs of my phone and payment for my inconvenience which I will take say 40 for.

The danger I see with this is that they are taking bookings without knowing anything about the hotel at the other end. What would have happened if the weather was bad, or I had my kids with me? Would it have been ok had I been a single woman to be left stranded in an unfamiliar town at midnight?

Personally I feel that their actions have been shocking and their attitude is not what I would have expected. They are part of Expedia - I think I'll be giving both a very wide berth.

We paid for a full size rental car up front, were given a compact and hotels.com will not respond to phone, email or snail mail contacts. Avoid this outfit of scammers!