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Address: 5319 Jefferson Davis Hwy, Fredericksburg, Virginia, United States, 22408-2607
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I was overcharged sales taxes on a hotel purchase made thru hotels.com They were supposed to price match, but failed to calculate the correct sales taxes and overcharged me by $ When I brought it to their attention, the agents and supervisors at their call center in the Phillipines, did not understand how sales taxes were calculated, and therefore told me that they were not able to correct it, and I had no choice but to accept the amounts they were offering otherwise I would lose the price match I filed a complaint with the Revdex.com and will see if I am refunded the illegally overcharged sales taxes In the process of trying to get the sales tax amount corrected, I was hung up on several times, I was told to call back to "possibly" get someone who could understand me, I was put on hold many times, and in total it took me nearly hours to even get any kind of refund processed I am still waiting to find out of they will refund the rest I also asked to be transferred to a representative in the US, and was told that hotels.com does not have any call centers in the US, only in the Phillipines Apparently, even being a silver member does not have any advantages, and definitely NO CUSTOMER SUPPORT!!!
I'm a frequent traveler for work so I started using Hotels.com as a way of earning reward nights for my personal useI've booked nights through Hotels.com over the course of about months, and I've had a few problems with their service: for example, I had a reservation booked through Hotels.com that was not honored by the hotel, and on a separate trip I had to fight them to get credit for the reward program The straw that finally broke this camel's back came last weekI booked nights through their iPhone appAt the bottom of the app, there is a 5% coupon code, a reward for using the appAs it turns out, USING A COUPON CODE MAKES THE RESERVATION INELIGIBLE FOR REWARD NIGHTS--any coupon code, including the stupid, ever-present 5% off coupon at the bottom of the app Why would anyone give up reward nights for a 5% off coupon, you ask? They wouldn'tThe coupon code is only there as a trap, to make your reservation ineligible for reward nights I complained to the company about this policy, but they won't budgeI'm done with Hotels.comI'm going to try to use my reward nights, but that's it for meI'm done playing their games
My wife and I booked a room and received email confirmation for our reservation (XXXXXXXXXXXXX) When we arrived at the hotel on the day of the reservation, the hotel had no information regarding our reservationThe hotel employee stated this was a common problem with Hotels.com I called Hotels.com and spoke to a gentleman who told me to have the hotel cancel our reservation I told him there was nothing to cancel He asked me to wait on the phone while he called the hotel He called the hotel while I waited at the front desk There was an argument between the two The clerk was upset and telling the Hotels.com representative that she was tired of customers being upset with their hotel when Hotels.com did not book the room After she hung up I waited on the phone for ten minutes The Hotels.com representative never returned to the phone We had to pay $more than our Hotels.com quote to get a room I called Hotels.com again to ask if we would be refunded the difference This time a young lady told me their computers were offline and ask that I call back in an hour I explained I was just speaking with someone who never came back to the phone She again said to call back in an hour I called back in an hour and spoke to another young lady who finally told me what the first two representatives would not tell me, "There is nothing we can do You did not pay Hotels.com" This is the second time I have booked via Hotels.com encountering the same situation Today I called the corporate office number in Dallas When answered there is an option to push a number for a directory, hold for an operator, or call the Hotels.com customer service number if you have problems with reservations The problem is when you push a number for the directory as prompted it will not connect, an operator never answers no matter how long you wait and the number given for "customer service" is the same number I had called previously I guess the employees just follow the leader and hide behind the phone knowing you will eventually hang up
I booked on hotels.com last weekendI wanted to delete one of the dates and called the company because I was two days away from my tripThey said I was too late to cancel one of the nights and get a refund unless the hotel agreed to itThe CSR suggested I cancel the reservation altogether, and rebook the room for one nightThe CSR said that if the hotel didn't agree to refund the cancelled reservation I would be stuck paying for the initial two nights (cancelled) plus the new reservation (one night)This seemed completely stupid so I told him I would call the hotel myselfThe hotel said hotels.com had my money (I paid in full for the room) not them and I wasn't even in their system yetShe suggested they simply change the dates so I don't get charged for three nights, only oneI called back, got a different CSR and she said she would refund me one night but since I was only staying one night now, the room rate was $more per night ($350)I got on the hotel's website, plugged in the date and it listed the original price ($259)I informed her of this and she said that's not what she saw on her screenAfter some back and forth, she said they will do a price matchIn a nutshell, from what I experienced, hotels.com has some call center in India where they are likely paying people very low wages, and they are instructing them to upsell and scam peopleWhy they have an A+ rating, I will never knowThere are nothing but complaints hereThis is not a business I will ever use again!
Booked a room in through hotels.com on 6/12/ The room I booked and paid $for was a non smoking queen bed room Upon arriving at hotel, they gave us a smoking bed room I was told that since I booked with hotels.com I would have to contact them for a refund I called hotels.com different times, and eveytime was told they could not get a hold of the hotel manager The hotels.com rep was very rude and not helpful I decided to take it upon myself to contact the hotel manager, which I was able to speak with on the first attempt I will NOT be using hotels.com in the future Too bad for them because I WAS a regular customer
On Wednesday, March 9, I booked a room at the Holiday Inn Express, Penn's Landing in Philadelphia for May - May 6, and paid $The confirmation that I received is for March - March 21, This is a TOTALLY random date I might understand if your site defaulted to the closest weekend, but why then and why a Sunday to Monday This might be the lowest price, but I don't select travel destinations by picking the cheapest price for a given year Once I was able to drill down through their site and wait for an actual agent, I was advised to cancel the booking, and trust that the agent would be able to get the refund that I am owed He said that this should take no longer than hoursI called yesterday, Sunday March and so far there was no resolution and this agent could not reach the correct person at the hotel regarding the refund, which in my mind is not the responsibility of the hotel, but of Hotels.com I "chatted" with an agent today, Monday March 14th was told that the hotel would offer a "one time courtesy" refund and that it would take hours to process and 3-days to show up on my card (I find it interesting that the booking showed up almost instantaneously on my card) This was a lot of time spent and anguish for what appears to be a major glitch on their web site
I called to inquire about the pet policy for a hotelThe representative on the phone found the information and pushed me to book the room on the phone instead of the websiteI told her I wanted to use the pay at the hotel option to keep my payment options open, she said I was unable to do it on the phone but changing the reservation information would be no problemI obligedLater, when I went to change the payment information to apply hotels.com gift cards I had, I was told I would have to rebook onlineI did not mind doing this, but the rate had since gone upI was unable to have the previous reservation changed, or have the new rate matched to my initial bookingI explained to the representative that I was told that I would be able to change this information up until my stay, but was told I could not do itI asked for a managerHe told me pretty much too bad so sadI was very upset and explained to him again, why should I be punished for misinformationHe refused to give me anything other than his first name, and told me I was out of luckNow, I have to either rebook and pay a higher rate, or sit on $gift cards until my next booking, if I even chose to continue with this companyHorrible customer service caused me to pay a higher rate by giving me misinformation has me very upset
I would strongly not recommend Hotel.com We booked our reservation months in advanceThree days prior to our vacation we received a confirmation of our upcoming stay While in flight, Hotels.com sent another email saying our reservation had been cancelled We spent the next hours until 11pm battling with various customer service representatives We were hung up on times They were not able to find us a hotel room anywhere in the city of New Orleans They said the closest availability was in Biloxi, Mississippi I had my year old daughter with me and we were essentially stranded in New Orleans with no place to say They representitives were not sympathetic and did not seemed concerned with the situation they had placed us in All requests to be sent to a supervisor ended up with us being hung up onAnd they had the nerve to say we would be charged if we tried to make any further changes to our reservation
Hotels.com's actions left me with half of my bank account, though I had not authorized such a charge, and it did pathetically little to resolve my situationI booked a hotel for October in Hollywood, Florida, with the option to pay later at the hotel, which Hotels.com offeredThe next morning, I saw that the hotel had taken all of the money out of my bank account immediatelyI called Hotels.com that instant, and I was totally given the runaroundThe lady I spoke with did call the hotel, which said nothing could be done until the general manager arrived (This was around a.m., but being late at night didn't stop the hotel from taking my money before.)I asked the lady on the phone from Hotels.com if I could receive any email or phone notification that the matter had been resolvedI just wanted to know that the booking I did through them that wasn't supposed to take my money that did indeed take my money had been resolved and settledShe said that because of "high call volume", she couldn't do thatSo, I'm stood there with no rent money and hundreds of miles from home thanks to themThanks for nothing hotels.comI've booked with you for several years now, and I will never do it againI have a free night, and I won't even use that
I made a reservation for May in December for nightsAfter a week, early January, 2019, I received an offer from another booking site for far less amount for the same hotel and nightsI decided to cancel my booking with Hotel.comHotel.com permitted the hotel to charge me a fee of $In the advertisement for the booking, it clearly states, Free CancellationI need to warn everyone that "Free Cancellation" is not free after allYou need to be sure before you finalized the booking
I booked Hotel in *** Vermont in End of August through Hotel.com
It was kind of family celebration trip so we booked best room and good view with expenssive price
My kids was looking forward this trip
But 2days before trip ,my son had slight fever
So in case, We would make sure that we could cancel and got refund or not ,
If we could get refund ,we would cancel otherwise,we would keep that reserve and waited my son gets better
So we made a call to hotel.com ,
We made sure about cancelation and getting refund policy with representative
Representative told us "we can get refund"
We made sure twice with him because on website show us not refundable when we booked
But representative confirm about refund so we canceled and we was supposed to get money back in a week
We would do book again with that money Same hotel
My son 's fever was gone in 2day but we cancled already,we couldn't make a trip
And he was very disappointed on that day that he couldn't make a trip
He was looking forward to go that place because my family ,neighbor and friend already had been there and loved that place
So we all looking forward this trip
We waited refund that money to book hotel again but our money never refunded
Actually ,my the other son Has lots of medical issue for two years medical bill made us no room for trip
we couldn't make a our summer vacation trip this year what my son would like to go
So This resevation in *** was big family plan that we decided compliment for my sons
There was big pool and kids friendly facility...he would love to go
But we couldn't make A trip what I Promised To make fall trip in ***
If representative told us not refundable,
We would keep reservation and made a trip
I talked with manager by phone but nobody take a resposibility about this
Our family loves trip
I always booked hotel through hotel.com
I didn't think about the other company but now I am very disappointed your reaction about this
I'm a frequent traveler for work so I started using Hotels.com as a way of earning reward nights for my personal useI've booked nights through Hotels.com over the course of about months, and I've had a few problems with their service: for example, I had a reservation booked through Hotels.com that was not honored by the hotel, and on a separate trip I had to fight them to get credit for the reward program
The straw that finally broke this camel's back came last weekI booked nights through their iPhone appAt the bottom of the app, there is a 5% coupon code, a reward for using the appAs it turns out, USING A COUPON CODE MAKES THE RESERVATION INELIGIBLE FOR REWARD NIGHTS--any coupon code, including the stupid, ever-present 5% off coupon at the bottom of the app
Why would anyone give up reward nights for a 5% off coupon, you ask? They wouldn'tThe coupon code is only there as a trap, to make your reservation ineligible for reward nights
I complained to the company about this policy, but they won't budgeI'm done with Hotels.comI'm going to try to use my reward nights, but that's it for meI'm done playing their games
I used hotels.com to book a hotel in ***, NCWhen we arrived, the hotel said they had no more rooms and that the hotel had been booked for days, though they could see my reservation through hotels.com from the previous dayThe receptionist reported that this happens with this site multiple times an eveningI recommend users to stay clear of this site
A refund has yet to be acknowledged, let alone processed by this difficult to reach company
I booked a hotel at one price and then when I got to the hotel they charged me over twice the amountDid not find this out until I got home to the cc billThe company would not help outI have all the proof on this
I booked a room this morning, paid in full, received email indicating the room was confirmed and instructing me not to call the hotel to confirm with themWhen I arrived at approximately 7pm, the hotel front desk explained that hotels.com had overbooked by a large number and he had already turned away many people with hotels.com reservationsI also watched as the next 8-people who walked into the lobby during the following minutes experienced the same thing(This is not a large hotel.)
I did contact hotels.com as instructed and was offered assistance to find another hotel, though I requested a refund instead
I made a reservation through hotels.com for a April 29, 2016-May 1st, trip to Atlanta, GAI made the reservation to stay at a Laquinta Inn and completed my hotel stay without any issues or concernsI checked my account a week later to see if the two night credit had been added to my account and saw it had not beenI contacted customer service regarding this issue and was told that the request had been submitted to their "special team" and that someone from that team would be contacting me regarding adding the missing credits to my accountAfter about weeks of no response from Hotels.com via phone or email, I called back and spoke to another customer service agent who also informed me he could see what the issue was on his end and that he was submitting the info to the "special team" working on this and he promised me I would receive contact within ONE HOUR from our conversation, well needless to say I did not receive a phone call or any response within an hour or the rest of that dayThe following day I called Hotels.com back and asked for a managerI was transferred to *** S who told me she was the "highest contact" I could speak to and that while apologizing profusely she couldn't help me because this information needed to go to the "special team" to resolve itAt this point, I'm extremely disappointed with Hotels.com and their customer service teamThere are many other "hotel reward" programs out there and what is the point of using a program that won't apply the credits to your account after you've completed the hotel stayI don't appreciate being lied to or just being brushed off with the comment of a "special team" being assigned to solve the issueThe only thing I'm looking for is the two night credit for the stay I did in AprilI have two upcoming trips and I'm already looking for other alternatives in deciding how to choose the hotel and reward program that will get my business going forwardVery disappointing Hotels.com
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