Hotel Hell. Booked 2 weeks in advance, check in day's here after 14 hours of travel. The b&b cancels for no reason at 8pm as I'm a half hour away in my taxi. I'm stranded, tired, and forced to call long distance for hotels.com. I book the only place available at double price as their email says I'll be compensated. They refuse any compensation 3 weeks later. That hotel I booked has no working ac or wifi. Hotels.com says too bad, they can't touch their vendors so double screwed plus paid double price for hotel hell. They also keep funding their vendors. Not $1 of a refund. They stay in business ONLY by tricking you.

hotels.com is horrible to work with --dont waste your time- book with anyone but them-- I booked a hotel in Washington state--planning on staying there 1 night--all our backs were packed ready to go-- my wife got really sick-- and I knew I wouldnt even get her in the car-- so I called the hotel we were would have been at-- and they said I would have to contact hotels.com to cancel the reservation so it took me over an hr to get them --- then they left me on hold for close to an hour/// then when I explained how ill my wife was and had to cancel-they said fine but you still have to pay 154.45-- we dont care about your reason-- we called 4 days in advance-- PEOPLE mean ZERO to them...The hotel we contacted had reassured me I woulnt have a problem with having to CANCEL-- due to illness...we are out 154.45 and never got to stay at the hotel..I got an email this morning from Hotels.com-- yes they confirmed they did cancel the room and yes we would not get our money back--we are both seniors and that money for a room is alot of money to lose-- Hotels.com said it was because they gave us Such a good deal-- Ha- we saved 3.00 dollars---also there REPS ARE Terrible to deal with-- save your self the grief and --book with someone else///

I booked a 2 night stay through hotels.com and on arrival at the hotel was refused permission to check in until I paid a 13% government tax on top of the advertised price. This was not displayed anywhere on the hotels.com website. I have complained to hotels.com who said that destinations can impose their own taxes at any time! So you'll never know the full price of your booking until you check in. The Advertising Standards Agency are now investigating.

After an error made by onthebeach.com regarding our honeymoon booking I rang Hotels.com with regards to reserving a hotel. The gentleman was very helpful, double checked our requirements and all without fuss. I wish I had used them in the first instance it would of saved me a lot of time and bother!

Heat app, lus the nights collecting to get free nights.

Booked my original hotel in Taormina in February. ONE week before arrival the hotel informs me that H.co have overbooked their hotel and they don't have accommodation. H.co agree its their mistake. They offer a hotel close by. Cheaper and no character but little choice with just 6 days to go. Asked for a refund from H.co but told the room is actually MORE expensive. Complete rubbish but your dealing with a third world call centre. Tried to cancel. No wouldn't allow it as the first hotel was a no cancellation policy. This after at least four phone calls. Arrive at the rebooked hotel 15 euro per night for parking on top. Now trying to get some money back through my credit card.

absolutely appalling. booked and paid for a last minute hotel in Cornwall as son had to go to important sport fixture. paid and got confirmation email.As we were arriving late ,I phoned hotel to let them know we would be late checking in. They had no register of a booking and actually were closed for refurbishment!! The hotel tried to find us alternative accommodation as Hotels.com were not answering, but t ono avail.We ended up booking a Travelodge enroute as it was now getting late. When we emailed Hotels.com they sent us a basic we will look into it answer. We emailed several more times and they said they cant process a refund until they hear from the hotel. Actually pointed out to them that OUR CONTRACT AND PAYMENT WAS TO THEM not the hotel..who certainly haven't received a penny of our money...so why do we have to wait for a refund as the money is in Hotels.com account not theirs!!!? Again the reply waswe need to discuss with the hotel...who arent replying. As far as we are concerned they are completely immoral... they took the money and confirmed the booking for a hotel that wasn't even open! Had I not phoned to just inform hotel of our late arrival,I would have turned up with my son to an unknown town after 11pm to a hotel that wasn't even open. So not only have we lost the money, but ended up paying more for the Travelodge that didn't include breakfast ,and was not in the proper location required anyway. The aftercare service has been so outrageous, and we still are waiting for a refund... DON'T BOOK WITH THEM!!

When I booked my stay at Hotels.com indicated that I would have a $50 per day food and beverage credit for my four day stay at Bellagio.When I checked in the Bellagio staff indicated that it was not included in my Hotels.com stay package. This is false advertising. I won't book with Hotels.com again. Better to go straight to hotel website to book your stay.

Some one booked using my credit card and details Hotels.com were most unhelpful and refused to tell me any details of the booking. Even though I had the booking reference and card. Use this company with caution!

I booked a hotel in London via hotel.com. 2 days before the booking i was emailed to say the booking could not be fulfilled and promping me to call a telephone number in the USA. I called UK customer services and was put on hold for ages. The operative that I was oh hold for then disappeared due to a faulty line. I would have expected him to make an attempt to call back. Anyway, he didn't so I went to booking.com which I usually use and found a better hotel. I won't use hotel.com again.

Booked a hotel room thru this website. Didn't realize you had to be 21 years old. Hotels.com and the specific hotel refused refund. This is wrong! Will never ever use again and will let everyone I know what happened to me.

Booked a room last November through Hotels.com at Holiday Inn Express Taunton for May this year. I received no proper confirmation of booking. Since the booking my mother-in-law has been diagnosed with terminal cancer, and I emailed Hotels.com to find out whether IF we had to cancel our booking at the last moment, we would receive any refund. Hotels.com misread the email and cancelled the booking and when they admitted their mistake refused to rebook another room despite the fact that there were rooms available at the hotel. The reason they refused was that they would have had to pay a much higher price - at their expense. The Holiday Inn Express at Taunton have been brilliant. The original booking was not refundable on cancellation but they gave one via Hotels.com given the circumstances. They have also given me a room at a very good rate when I contacted them directly. Do not use Hotels.com, they are unreliable and cannot be trusted to do what they say they will do. They said they would phone back to sort out their mistake - they did not do so, They did however give a very prompt repayment which they think gets them of the contractural hook.

The most rude, sarcastic and vile employees I have ever encountered. I was shouted at several time, had to deal with sarcastic managers and the slowest and most unreliable service I have ever used. I would NEVER recommend using these and will NEVER use these again. Listen to all the reviews and AVOID, you will regret using hotels.com!!!!

I booked a hotel in Switzerland using Hotels.com for my trip in April, 2014. When I received my VISA statement, I was double billed. I contacted Hotels.com & the agent was south american & very difficult to understand. After explaining my issue to him very slowly (so he would understand) I was told that I had to contact the hotel directly in Switzerland. I was disappointed because I booked the hotel using Hotels.com, only received 1 confirmation email for the booking (so no indication or reason for being double booked)& felt the least they could do was fix the problem since they did make the commission for my booking. The agent refused to do anything other then direct me to contact the hotel directly. I thought this was quite unfair, as the hotel didn't have a toll free contact number, so I would have to pay long distance charges to attempt to fix the issue. I asked for a manager, who's english was better. She told me she would contact the hotel for me & get back to me. I never heard anything from her. I attempted to contact her again to follow-up & left several messages with no luck. I finally ended up contacting the hotel directly, paid $10 in long distance charges as I had to contact them on 3 separate occassions in order to speak to the manager. The hotel ended up crediting me for the double booking, however due to the billing being in Euro's I ended up losing about $20 after the conversion was said & done. Anyway, overall bad experince with Hotels.com who are a branch of Expedia.com. I emailed Expedia about the experience & also never heard back from anyone. Will not be using either provider again.