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Community Level 2bagpuss1980

bagpuss1980

Good Website. Bad Customer Service!

AdvantagesEasy to Use Website

DisadvantagesDon't Expect a Refund in a Hurry!!

"I used Hotels.com to book two hotels in New York one at the beginning of my holiday (in August 2007) and one at the end and I ended up with two very different experiences. I booked the first New York hotel for one night while I was still in England and was pleased to have a smooth hassle free transaction. The hotel was excellent, I could not fault it for the price, clean, quiet, friendly staff and a lovely breakfast the next day. After such ..." Read review
13.12.2007

Ciao members have rated this review on average: very helpful

Community Level 1write2varun

write2varun

Hotels.com charged for a booking, but did not fullfill it

AdvantagesUser friendly site

DisadvantagesAwful back-end & operations. No follow through on promises.

"...a 2N hotel stay with hotels.com in Hyderabad, India. The booking assured me that ‘No re-confirmation is necessary’. However, as I was travelling a long way from base, with small children, I called up the hotel on Dec 27 to confirm – 7 days after the booking. The hotel said that they had not received ANY booking for me, or even a mail requesting a reservation. They also said they were already over-booked for the dates. I called hotels.com India call ..." Read review
04.01.2012

Ciao members have rated this review on average: helpful

Community Level 1jaycee2011

jaycee2011

Pricematch guarantee? Yeah right!

Advantagesnone

Disadvantagesdishonest advertising

"...been on the phone to hotels.com to see if they could price match a hotel in Miami which I found elsewhere cheaper. Hotels.com were advertising at £702, whereas the cheaper site wanted £447. Same room type, same number of people, same check-in and check-out dates. After keeping me waiting around 15 minutes while the "advisor" tried to negotiate the other website, I asked him to phone me back when he had an answer. He phoned back a few minutes later ..." Read review
08.06.2011

Ciao members have rated this review on average: helpful

Worst Service Ever

AdvantagesNone they are hopeless

DisadvantagesWorst customer service ever

"We used Hotels.com to book a hotel/apartment in Panama City for a week. The information supplied regarding all forms of contact with the accommodation, we discovered when trying to book an early check in, was all completely wrong. Phone number, address, everything. We were in another part of Panama when we learned this, we called Hotels.com who promised top call back with the correct details, they did not leaving us with the nightmare of trying to ..." Read review
06.02.2013

Ciao members have rated this review on average: helpful

Would never use it again!

Advantagesnone

Disadvantagesfalse advertisements

"...price that I had paid hotels.com I couldn't get the suite. On their website it said 1 king size bed with pull out couch and that is the only reason I booked it I explained to the front desk lady but she culdn't accomodate us because it was a mistake that hotels.com made I called them and after being on hold for 20 min. they told me there wasn't anything they could do but give me a refund or try to find me another hotel but it was going to cost me ..." Read review
27.08.2012

Ciao members have rated this review on average: helpful

Community Level 1ruprect

ruprect

Hotels.com Should Be Avoided At All Costs

AdvantagesNone

DisadvantagesCould ruin your holiday

"...showed them our confirmation from Hotels.com they said they cancelled that at the time of booking due to a problem with the credit card details. The hotel had informed Hotels.com of this at the time. When I contacted Hotels.com they were completely useless, just telling me all the things I already knew. Namely that they still had it down as a confirmed booking, but the hotel had cancelled it. No offer of any form of compensation for the fact that ..." Read review
17.07.2011

Ciao members have rated this review on average: somewhat helpful

Community Level 1BrittAaliyah

BrittAaliyah

They Lie

Advantagescheap

Disadvantagescustomer service is terrible & offers misleading information

"...angry customer. I notified hotels.com that I would make their actions known if this was not dealt with. Future consumers beware, this is not a reliable or trustworthy company. ..." Read review
23.01.2012

Ciao members have rated this review on average: somewhat helpful

would never use hotel.com again

Advantageswebsite apppears clear

Disadvantagesreality different - no concern for customer

"I have used hotel booking sites before with no problem. This is the first ( and last) time I willuse thus site Having booked a hotel in dubai and recieving confirmation 3 days before travelling I was horrified whn I had a further e-mail saying that my booking may be cancelled- when I contacted the hotel, they had indeed cancelled because of a credit card problem.Apparently the date was wrong- the hotel cancelled within 10 minutes. The hotel Marina ..." Read review
20.04.2013

Ciao members have rated this review on average: somewhat helpful

DO NOT USE !!!

AdvantagesChoice

DisadvantagesDifficult to contact. NEVER GET BACK TO U. Agents poorly trained

"HOTELS.COM (or shd I say CON) THEY BOOKED THE WRONG HOTEL IT TOOK A WEEK OF BOTH I AND MY PARTNER TRYING TO CONTACT THEM TO ACTUALLY GET THROUGH TO THEM AND WHEN I DID, THEY REFUSED TO REFUND OR EVEN LOOK INTO WHAT HAD HAPPENED. It was clear the agent had booked a similar sounding hotel but IN A DIFFERENT CITY. Despite the exact address having been confirmed to him. I TRIED EMAILING + DESPITE THEIR AUTO EMAIL REPLY SAYING THEY WILL GET BACK TO US ..." Read review
13.04.2014

Ciao members have rated this review on average: somewhat helpful

Promises, promises!

AdvantagesNone

DisadvantagesAll

"...tried to solve this with Hotels.com and I got no answer from them. What I have found out is that if you have a problem with them they will not respond at all and really don't care if you keep using their service or not. I have decided to log this as a learning experience and will do my best to tell everyone I can NEVER to use such a horrible service. There are much better alternatives out there to make a hotel reservation and get a good price. ..." Read review
20.05.2013

Ciao members have rated this review on average: somewhat helpful

Disgraceful

Advantagesnone

Disadvantageseverything

"...and will never book through hotels.com again. I do not recommend anyone else does either. Further more it took multiple emails to gain a refund, and was finally offered £65 compensation which in no way made up for our ruined weekend and expenses incurred. !!!!!!!!!!!!!!!!!!!!!! !!!!!!!!!!!!!!!!!!!! !!!!!!!!!!!!!!!!!!!!!!!!!! !!!!!!!!!!!!!!!!!!!!!!! !!!!!!!!!!!!!!!!!!!!!!!!! !!!!!!!!!!!!!!!!!! !!!!!!!! ..." Read review
13.06.2012

Ciao members have rated this review on average: somewhat helpful

No honour- Contract effectively breached

Advantagesnone

DisadvantagesCannot fulfil their promise

"Made two reservation for hotel in Dubai, each for three nights. Since these were gifts to my in-laws, I paid up front for rooms and breakfast. First reservation was for father in law who is 78 and was refused breakfast saying it is not paid for. Called Hotel.Com and they let me hang on the line for 20 minutes only to tell me that they cannot fix it. Add insult to injury they could not fix the other reservation either which is a week ahead!! Hate ..." Read review
02.07.2012

Ciao members have rated this review on average: somewhat helpful

Community Level 1xinwang

xinwang

NEVER NEVER NEVER DEAL WITH HOTELS.COM, IT SUCKS!!

Advantagesno any advantage

Disadvantagesno any advantage

"Be very careful if you want more flexibility for your stay, or if you expect a good customer service. Avoild dealing with this company by all means!!!!!!! Be very careful if you want more flexibility for your stay, or if you expect a good customer service. Avoild dealing with this company by all means!!!!!!! Be very careful if you want more flexibility for your stay, or if you expect a good customer service. Avoild dealing with this company ..." Read review
08.04.2011

Ciao members have rated this review on average: somewhat helpful

Yes, hotels.com sucks!

AdvantagesNone

DisadvantagesCancellation on the hotels.com website is deceiving!

"Totally agreed!!! Hotels.com sucks!!! I made a cancellation before the deadline due to a big demonstration in the city where I had booked a hotel thru hotels.com website, but they claimed the cancellation never went thru and still charged me fully! When I called the customer service, they said they would investigate and got me to me within 72 hours but never did. I called again, and they said that's nothing they could do and did not bother to investigate ..." Read review
19.05.2012

Ciao members have rated this review on average: somewhat helpful

Complaint raised and no action taken

Advantagesnil management with no interest in customers

Disadvantagesvery poorly run hotel

"... I raised a compalint with Hotels.com reference 892065 and since then have had no feed back and no refund for the night I did not stay at the hotel. I have emailed Hotels.com and received no response. I would urge all potential bookers not to go with this company until they sort their issues out, I would recommend bookings.com who have never let me down. ..." Read review
04.01.2013

Ciao members have rated this review on average: somewhat helpful



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