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I wanted to give a zero but has to give a one
This is one of the worst companies I have ever dealt with . 5 days and I still don’t have a resolution from their clerical error and it’s a 48 hour wait for a supervisor to call back.
Abit disapointed been a member for over 10 years.
hotels.com double booked our accommodatio. Called their so called xustomer service 6 times, on hold for at least 4 hours at a friends wedding reception and have been hung up on several times. Ruined my night and that of the 7 others staying. Still no accommodation and no asistance. Stranded in the Yarra Valley in a car for the night with a few other couples. Been a gold and silver member with them for 10 years but it means nothing other than a $75 dollar compensation.
Booked a holiday and they deducted funds Immediately.
Tried cancelling over the net and email no success. Then when 1 confirmation email of itenary is recieved I tried again. Then it allowed me to cancel and they mentioned no refund.
Its all pre organised to trap you
Seriously!? Are you people on a different planet???
I have been using Hotels.com for many years to book my accommodation around the world and within Australia, from USA to Canada to Japan to South Korea to Tasmania to QLD to name a few. Having qualified as a gold member we were upgraded by our hotel in Montreal in 2018 for that reason. It was a really pleasant surprise and I was so impressed. So I can't believe one word of the negative comments based on my own experience. They have always until today offered the best service and choices and on top of that their reward system I find is second to ...none. I have cancelled accommodation a few times already due to the Covid pandemic. Of course I select free cancellations when booking. No questions asked - done and refunded in a flash. Unfortunately I had to cancel Port Douglas yesterday due to covid in the family. I just checked my accounts and the full refund is already back in my credit card and my reward nights already fully credited back to me to reuse. Plus they keep automatically extending the expiry of reward nights due to the pandemic. I have never once had to contact them with an issue and as I said I have booked many many hotels with them. I totally recommend Hotels.com and will absolutely continue to book my holiday accommodation with them as my first choice as they have been for many years. Thank you Hotels.com. You have definitely made my holidays much much better.
This company’s incompetence is beyond imagination! Avoid at all costs!
Hotels.com is my absolutely worst experience ever!
We booked a holiday cottage via hotels.com, fully paid and also received a reminder email last Friday double confirming our booking. Today we arrived at the destination and only found out that the property we paid for was leased to someone else.
We called all the numbers we could find on the confirmation email received from hotels.com, yet hotels.com was not reachable. We ended up calling the office that managing the cottage and they said they never received our booking and hotels.com was at...fault. We tried the numbers of hotels.com few times again without an answer. After 3 hours road trip, with a screaming 5 months old and a meltdown toddler, we were left with the only vacant property that is more expensive yet inferior than the one we have paid. After finally reaching a hotels.com agent via its online chatting session, hotels.com acknowledged its fault and offered a refund yet refused to cover my extra out-of-pocket expense. I asked to speak to a supervisor in charge and was told someone will give us a call yet nothing.
Confusing and doesn’t offer the best price
We found a place we’d like to stay for the holidays and saw that if we book using hotels.com, we will have it for a cheaper value… but we didn’t!
The electronic receipt we receive states the price we were expecting but checking my bank, I paid an additional ~200 AUD!
Checked the receipt again because I thought I missed out something but none. There is a deposit fee of 100AUD but that is not close enough to what is deducted from me.
Called their customer service and they said that the price is their conversation from AUD to USD. Wth! It’s muc...h more expensive than what is in the place’s website. Zooming the receipt is the only time I saw that there will be a conversion. Even the deposit price is in AUD. Why on earth is the room price on USD????
Had to Cancel due to Major Weather Event and no Follow-Ups after 5 phone calls
Major flooding in Sydney and the Hunter Valley where we'd booked a room. Called property directly to cancel and they directed us to hotels.com/hotels.ca where we'd originally booked. After several emails between the property and us, in which they assured us they'd advised hotels.com to give us a refund; and after 5 calls to customer service, after waiting up to 3 hours for them to pick up, and repeating again and again the same issue, despite the guarantees from hotels.com that they would follow up, and copy us on emails, and issue a refund,...none of the CS reps did that; or they did but whoever they pushed it forward to, chose to ignore it. We will never book through them again, but go direct to the property. Most times, the property will offer the same price anyway. Hours and hours of wasted time with this organization.
Disappointed with lack of help
Long-standing customer. I recently retired so I could not access old email/phone for password reset (I had forgotten my password). Could not change password. Sent an online enquiry and they said to sign in and reset password, even though I said I could no longer sign in! Hard to contact by phone, and when I did they would not help even though I could provide them with an old confirmation number and my old email/telephone numbers. Lost one free night and about 7 credits toward a second free night. Will not be back.
Worst booking agent I’ve ever dealt with!
Like others have mentioned I booked a hotel with Hotels.com and it was cancelled due to covid. Hotels.com was great and issued me with a credit voucher. I used the Hotels.com credit voucher to rebook my hotel again which was cancelled again due to covid lockdown This time when I rang Hotels.com advised that they can not issue a credit voucher as the credit voucher can only be used once. After I complained and demanded I speak to a supervisor she re-issued a credit and a gave me a case number and said I’d have to ring to re-book and just quote t...he case number. Ahhhh if only it was that simple! I have made at least 12 phone calls and sent multiple emails and still can’t get anyone who know what they are doing. I have been “cut off” several times and even though they have my details had no return phone call. I have now taken it to the ACCC. Save yourself a headache… Do not deal with this company
Wish I could if them no stars - misleading and deceptive conduct in business
They had a property on the website which I booked for $600. It should not have been on their site at all. Two minutes after booking the owner called me and said the premises were flooded 2 months ago and she had repeatedly told hotels.com that they must cease publishing the accommodation on their site and she was furious it was still on there and I should urgently get a refund.
I made the error when contacting hotels.com to get a refund in telling them I was booking something else [never do this!] so I then had to spend over an hour on the pho...
Hotels.com took my money due to Covid
Booked my family trip with Hotels.com and it was cancelled due to covid. Hotels.com was great and issued me with a credit voucher. Used the Hotels.com credit voucher to rebook my trip which was cancelled again due to covid. This time, Hotels.com advised that they can not issue a credit voucher as the credit voucher can only be used once. Hotels.com took my money when my family trip was cancelled due to Covid. Now I have to save again for the next family holiday. The consultant Varsha hung up on me. I am a silver membership though will never use Hotels.com again.
Poor frustrating service
They use a chat bot that one has to go through to make contact - even when you select an option to speak with an agent you have to go through the chat bot again. It took me three attempts and at least 20 minutes to get through to someone who spoke with a heavy accent.
Finally getting through they told me that I would have to organise an conference with the accommodation and them before they could process the refund - they refused to give me a direct phone number or contact person to facilitate this despite explaining the hurdles one needs to ...get through just to talk to someone. I will not be using this service again and suspect they want to make the hurdles so difficult they really on you giving up so they do not have to process any refunds. I would recommend you not to use this service as it is so poor if anything goes wrong.
Have used for a long time as a loyal customer. Tried to call customer services due to over billing by a couple of hundred dollars. It’s impossible to get hold of anyone to answer a call in person and consequently get a refund. There is only an automated system that seems designed to try and make it impossible to actually get through and keeps automatically hanging up. Really disappointing service, won’t be using again.
Hotels.com made mistake and played deaf
The Hotels.com, L.P refused to refund me after the host couldn't provide services. I booked an accommodation for my stay at Blue Mountain via au.hotels.com on the same day. I know the booking is marked as non-refundable. However, I did not cancel the booking and was forced to rebook another accommodation since the host was not there within normal checking hours. I called the Hotels.com service centre and their staff could not connect to the host on that day and she confirmed that I can book another accommodation since the host was not there to ...provide the service and facility. I made the booking on the same day I visited the Blue Mountain. It is not possible I could inform the host 24 hours before I visit there. That should not be the reason they refuse to refund me since they should not accept the same day booking in the beginning. I have contacted with the Hotels.com at lease 4- times and they still refuse to refund. No call back when I was promised the manager would call me back. They even refused to respond to the enquiry made by the office of Fair Trading.
Holding our money, agreed to a refund in writing and now refusing.
We have been back and forth with useless customer service staff with no resolution in sight. Hotels.com is holding our money after having cancelled our booking themselves and 'offered' us a coupon, with no offer of a cash refund and no recourse at the time.
We have now 18 months later got a refund granted and confirmation from the hotel property that Expedia/hotels.com cancelled the booking and therefore have our money. Still having to go around in loops because they can't believe they agreed to refund someone. I have been trying to get a cash...
Questions & Answers
We along with friends had booked into “Hotel Prama Sanur Beach Hotel” for
May 2020 same dates, same package, no difference in the booking.
Our friends got refunded in full and very quickly.......!!
We on the other hand write, phone, you speak to someone and it’s like a recording ( maybe it is) and having paid our account in July 2019 we are still
Waiting for our money!!
Surely, with so many receiving nothing from this obviously orchestrated lot,
Their must be a government body who will take this onboard?
(1) is their a governing body who looks at the way “ Hotels.Com” are behaving..... I will rephrase that “ How they are NOT behaving “ are they contactable? Can they be of help?
(2) My latest email to HOTELS.Com”has just come back stating they can no
longer be contacted online (!!!!!) and will have to be contacted by phone.
Anybody have any contact points for this band of Cowboys?
Has anyone been successful in recovering money?
I'm not sure. It doesn't appear to be the case when I've read through the reviews on this site. I wish I had read them before I booked through Hotels.com. They weren't even prepared to let me send them the documentation I have which shows that I paid AUD and USD. They were very unreasonable and unhelpful. They certainly have not refunded me the difference. And other reviews I have read, the writer has stated that they have been told they will refund them their money, but they don't appear to honour that either.
Hi Traveller. Yes I was. It took three weeks to get the refund and I had no other money to book another hotel and I was just about to leave for Bali. I was caught out too by being charged in USD instead of AUD. I tried to get my money back from them and then they kept trying to palm me off to the hotel in Bali to get the refund. I kept on e-mailing the hotel in Bali. One minute they said my booking and they would refund me. The refund never came through and then I would call the hotel but they didn't seem to understand what I was saying. So I went through the travel ombudsman au and finally got a refund. I would encourage everyone to write bad reviews for them all over the internet and report them to ombudsman and scam alert pages. It is absolutely illegal to charge someone for a service and then not receive the service in return. Basically if I hadn't have tried to get a refund because I didn't know I was charged in USD I would've arrived in Bali with no hotel booking and no extra spending money to book a hotel. It's not fair to put someone through all that stress who is cash strapped already and then have them wait three weeks for a refund. I will never ever book through them again!!!! SCAMERS. This site needs to be shut down immediately. You should see on www.ripoffreport.com how many ppl they have scammed money out of.
You will have no chance with Price Match Guarantee. They make it virtually impossible to lodge and claim and when this is done,they duck and weave and refuse to honour the PMG.
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