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Comments (3)
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Save/ShareThe folks from Hotels.com came into the office yesterday to show off their site's latest tricks. Their site now allows you to filter results by price range, amenity, property type, guest reviews, and (hotel.com's) ratings. Every one of their 75,000 hotel, condo, and B&B listings also has a new interactive map, which can help you figure out the distance—both walking and driving—to most addresses and landmarks. There's also a calendar that's color-coded to give you a rough sense of the hotel's recent rates (orange is expensive, green is cheap, yellow is in-between). Thankfully, in May, Hotels.com stopped charging its onerous—their word, not mine—$25 cancellation/change fee in May. A tip: You can find exclusive weekly deals in their Tuesday e-newsletters.
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I used hotels.com while on a trip last week. I took a list I had printed of hotels they suggested and their number with me because I was not sure what day I would be stopping in Newark. I called them around 4pm and booked a hotel on the phone for that same evening.( It took a long time with the agent on the phone- quoting one rate and then saying it was not available when they went to book it, but finally they quoted me a rate for another Hotel and I gave them my credit card.) Upon checking into the hotel the reception told me that my room was already paid and they could not provide me with the room charge. I assumed it was the rate I was quoted. Upon returning home several days later I checked my email and I was shocked to see that I was charged $30 more (before tax) than I was quoted. This made the extra charge almost $40 more than I thought I was paying. When I called Hotels.com they would not refund the difference. I must have spent an hour on the phone and finally got a supervisor.They offered me $40 in Hotel bucks for my next hotel stay booked through them, but would not give me a refund on my credit card. I am not planning on another trip in the next year, and even if I did I may not have wanted to book through them. I am outraged and want others to be careful of booking with this online booking agent. They are not to be trusted. They also kept giving me wrong numbers for their customer satisfaction line.
Posted By Kathi McDermott on June 26, 2008, 5:37 PM
True! Hotels.com gave me misinformation and caused hundreds of dollars lost as well as a tortuous ten hour layover stuck at the airport with two babies (since they were wrong about transportation to a hotel having carseats!) The agent on the phone at hotels.com assured me they knew what they were talking about... As it turns out they did not! Did I get my money back? NO. I got $50 hotel bucks... complained that I wanted my $300 credited, then they gave $100 "hotel bucks".. Now I am about to go on another trip so thought I will use these, but I canNOT becuase their letter says I must first book online, pay, and stay at the next hotel, and then mail in my "hotel money" after the trip for my account to be credited! I assume the "account" they are referring to is their hotels.com online account! Ridiculous. That means they are betting someone will not go through those hoops and the time it will take to get that money back, not only that but they are NOT giving the money back if they are requiring me to book with them two more times to even see a result. They sure have some unethical business practices up their sleeves.
Posted By cher on September 27, 2010, 2:53 PM
I had a similar experience. they gave me a quote for one person per room, even though I had it in writing that there were 2 or more people staying in each room. Then, the hotel tried to charge me outrageous prices for the extra person in each room. i wasted half of my trip on the phone with them trying to clear this up. they bounced me from person to person, country to country and kept telling me one lie after another. Finally, after 6 months of pursuing this, i was give a very small refund and $500 in hotel bucks. I was very upset when I figured out how the hotel bucks worked also.
I would NEVER reccomend hotels.com to anyone. they are horrible with very bad customer service.
Posted By Sejal on April 1, 2011, 4:02 PM