We noticed that you're using an unsupported browser. The TripAdvisor website may not display properly.
We support the following browsers:
Windows: Internet Explorer, Mozilla Firefox, Google Chrome. Mac: Safari.

Beware of Hotels.com

calbin
posts: 6
reviews: 36
Beware of Hotels.com

I have been using Hotels.com on and off for the past 5 years or so. I haven't had to cancel a reservation only once or twice. But unfortunately after my most recent experience I will not be using them again. I booked a room through Hotels.com that had a cancellation policy of no fees if canceled within 24 hours of the check in date. I canceled 3 months before the check in date using the Hotels.com online cancellation tool. I received a message saying the reservation was cancelled and thought it was done. However on the day that I would have checked in to the hotel I received a charge for one night. I contacted Hotels.com and thought that they would just get it credited back to my account since I clearly had the cancellation confirmation email and everything. The response that I received back from them was that they tried contacting the hotel but couldn't get through so I would have to deal with the hotel directly myself. What????? I couldn't believe this. I booked it and cancelled it through Hotels.com but yet they want me to take care of the errant charge on my own. I tried calling the hotel directly but the number I was given by Hotel.com was someone's personal number that didn't speak any English and had nothing to do with the hotel. So now I am left with having to dispute the charge with my credit card company. Needless to say I will not be using Hotels.com again. Interestingly enough I was looking for another forum here on TripAdvisor to post this information and there was one recently in the Support Forum (which was an incorrect place to post) but with several people's similar experiences to mine. So I am not the only one that this has happened to in the last few months. I am going to use Booking.com instead for all my reservations from now on. Haven't had any issues with them and I have used them several times.

33 replies to this topic
Iowa
posts: 6,543
reviews: 27
1. Re: Beware of Hotels.com

There is information missing here.

hotelsdotcom charges for the full amount when you book. If you cancelled 3 months out, did you get a refund?

Who charged your card on the day you were to checkin? The hotel itself or hotelsdotcom?

Edinburgh, United...
posts: 7,671
reviews: 15
2. Re: Beware of Hotels.com

Surely you can find the phone number for the hotel yourself?

Iowa
posts: 6,543
reviews: 27
3. Re: Beware of Hotels.com

<<<<<but with several people's similar experiences to mine. So I am not the only one that this has happened to in the last few months.

I looked in the support forum and could not find any complaints that are similar to yours, in the last few months.

calbin
posts: 6
reviews: 36
4. Re: Beware of Hotels.com

Actually there isn't any information missing in my post. Hotels.com doesn't necessarily charge at the time of the reservation. In this particular instance there was a free cancellation policy on the room and it wouldn't be charged until the time of check in. And it would be charged by the hotel. However since I had cancelled my reservation I should not have received a charge but the hotel charged me anyways.

Also there are other complaints similar to this in the support forum. Here is a link tripadvisor.com/ShowTopic-g1-i12105-k4916780…

I am just trying to make people aware of an issue that doesn't appear to be just a one time thing and only happening to me.

There also appears to be quite a few other complaints about Hotels.com on the Consumer Affairs website as well - consumeraffairs.com/travel/hotelsdotcom.html.

calbin
posts: 6
reviews: 36
5. Re: Beware of Hotels.com

I did a search for the hotel website and they only listed the same phone number that was given to me on the Hotels.com reservation, which is incorrect. I thought it may be incorrect because it was an international number and I wasn't dialing it correctly but I looked into how to dial to a number in Chile and confirmed that I dialed it correctly. In addition the Hotels.com representative also confirmed that she couldn't not reach the hotel using the number that they had. Besides that number they have no other way of contacting them (email, chat, fax, etc). Believe me I have looked into finding out how to get a hold of the hotel in order to get my money back.

Edinburgh, United...
posts: 7,671
reviews: 15
6. Re: Beware of Hotels.com

Don't understand what your beef is with Hotels.com. If the hotel charged you without authorization from you or Hotels.com it's a matter between you and the hotel. If you are unable to get a hold of the latter, disputing the charge is the next step. For some odd reason you seem more upset that Hotels.com couldn't help you than the fact that the hotel charged your card without authorization.

Of course, if they charged you because there's a mistake on Hotels.com and the rate wasn't really fully refundable then they'd have a problem but I'm assuming that isn't the case.

Edited: 3:16 am, May 11, 2012
calbin
posts: 6
reviews: 36
7. Re: Beware of Hotels.com

I am sorry for thinking that if I use Hotel.com to book a hotel AND use their service for cancelling that hotel that I should expect them to manage their cancellations and the hotels that they deal with properly. According to your post it sounds like I shouldn't expect any customer service on Hotels.com end. Since I made and cancelled the reservation through them I expect them to also handle getting the charge reversed on my card. I did not expect them to brush me off and tell me to handle it on my own.

Edinburgh, United...
posts: 7,671
reviews: 15
8. Re: Beware of Hotels.com

They did not brush you off, they attempted to contact the hotel but were unable to, just as you have been. In this case, the correct procedure would be for you to dispute the charge on your card. Hotels.com cannot do that for you.

Iowa
posts: 6,543
reviews: 27
9. Re: Beware of Hotels.com

Why not name the hotel? They took your money.

Hotels.com doesn't owe you anything. They didn't charge you. Why should we 'beware' of them?

Edited: 10:24 am, May 11, 2012
Houston, Texas
Destination Expert
for Solo Travel
posts: 10,216
reviews: 182
10. Re: Beware of Hotels.com

I agree that your dispute needs to start with the local hotel for an unauthorized charge, and not with hotels.com.

Reply to: Beware of Hotels.com
Get notified by e-mail when a reply is posted