Hotels.com- SUCKS

[NHCharger]

Just a word of warning. After Carlisle last year I booked my rooms for this years show through Hotels.com. Have the email conformation. They were actually cheaper than the rates the guy at the front desk quoted me when I checked out last year.
Tonight I decided to call the hotel to make sure my room was all set. Hotel had no record or conformation for me . Said I had to take it up with Hotels.com. Called Hotels.com, after a 20 minute battle with the automated call system I finally talked to a real person, she said I had reservations and was in the hotel reservation system and I had to take it up with the hotel . I call the hotel back, he said I'm not in the system, I asked if the were any rooms left for a non-smoker. He said there was a couple cancellations and there was one available. He asked how much Hotels.com charged me, he charged me $50.00 less for all the hassle I went through and said this isn't the first time they've had issues with them. I then called back Hotels.com and cancelled my reservation through them. They wouldn't refund me their $11.59 handling charge.

So if you used Hotels.com- check your reservations now. Cause they really suck.

[bakerhillpins]

Have to say, I didn't expect the guy at the hotel to pony up and give you the Hotels.com rate but good for him. Someone who realized he makes more friends by giving up on $50.

Glad you still have a room! 

[70redbee]

If you paid by credit card, call them and dispute the charge and you should get refunded. Good for the hotel for giving you a good deal, this makes you want to go there next time. There are places out there that still give good customer service.

[4cruzin]

I will add to this . . . They screwed me when I went to Vegas for the MOPAR's at the strip . . . . Booked a hotel on the strip . . . Paris Paris and got there and no room.  I paid with my credit card and called when I got home and disputed the charge.  Hotel.com challenged and said they made the reservation and sent paper work to prove it.  Got the paper work and my name was no where on it?   I got a call from a rep at Hotels.com to argue with me and of course first question I had was  . . . "where is my name on this?" Lady said this has never happened and sent her apologies.  Then offered me hotel.com bucks.  Sent me 100 dollars worth but to use them, I had to book through them again.  Followed all their rules, book another hotel and filled out the required form to redeem the buck and the money never came.  I would never use them EVER again!  It was years ago and still mad about it!  Was stuck on the strip with no room and there was some convention in town and no one had rooms.  Finally did find one at the Hard Rock but what a pain in the ass. 

[twodko]

Yep, Expedia et al are the same. Once they have your money and there's a problem
you're screwed.

Many hotels won't take a direct booking if you call them either.