Hotels.com SUCKS!

TMNT · 01-02-2010, 06:36 PM

I have never dealt with such an incompetent completely worthless company before EVER.

I recently booked a room through them for NYE in D.C. The ordering process was quick and easy and I got my confirmation email that everything was all set.

4 days later...

I get to the hotel, have the valet park my car and head to the check in counter. I give the receptionist my name and credit card. The receptionist tells me he doesn't see me in their system or has any record of my resveration. I was like OK...well I booked the room and was charged by hotels.com. He was like do you have a confirmation number? I was like yeah, here is the print out...he looks at it and was like, well I need the Hilton confirmation number, not the hotels.com confirmation number and that they should have been included in the print out.

Thinking, its probably no biggie, I end up calling hotels.com dealing with them for nearly an hour...3/4 of time time being on hold. They basically never booked the room but ended up charging me for it anyway.

Their resolution to the problem? Send me to another hotel near by 6pm in the evening on NYE in the middle of d.c. traffic in a city I am not firmiliar with. Keep in mind it costs 34 dollars for valet that I just sent my car to. They would not book another room at the hotel and eat the difference. They offered to transfer me to "another" dept who might be able to "do something." I was like F IT, just refund my money and I will never deal with you guys again. I ended up missing dinner with my friends and running extremely late for everything else.

I ended up getting a room at the same hotel for 30 dollars cheaper.

F*** hotels.com.

The kicker? The receptionist says this happens ALL THE TIME with Hotels.com and some other service providers, but marjority of the f ups come from hotels.com

I strongly suggest no one ever use them because they're a joke. When you want to book a hotel, you speak to someone with an american accent and its smooth. If you need to talk to customer service, your dealing with folks from obivously another country with heavy accents.

It shouldn't be a hassel to book a freaking room or deal with an issue for over an hour. Just rebook me and eat the difference if necessary. It's not my fault you f'ed up.

If you do decide to use them, I recommend two things:

1. Make sure you get a confirmation number from the HOTEL and not just hotels.com's confirmation number.
2. Call the hotel a day or two before arriving to assure you actually have a room there.

Thanks for letting me rant.

ybbiz34 · 01-02-2010, 06:49 PM

Note to self: Never use Hotels.com.

Blake · 01-02-2010, 06:53 PM

i always use travelocity, never had a single issue with them.

choicez · 01-02-2010, 06:54 PM

Quote:

Originally Posted by ybbiz34

Note to self: Never use Hotels.com.

+1 Sucks!

lib · 01-02-2010, 07:01 PM

I used hotels.com twice. Once to book a room at a Hilton in Toronto and once to book a room at the Drake in Chicago. In both cases I was extremely disappointed with the rooms they booked. They are both good hotels but somehow hotels.com manages to find bad rooms in good hotels.

I've vowed to never use them again.

BMW F22 · 01-02-2010, 08:13 PM

I think I've used them once or twice and never had a problem with them. However, to hear about them like this is kinda scary. I've just used Priceline to book a room just a few days ago and that was good as well. Got the room for about $35 cheaper than hotel.com (thru name your price). I would say that it's always best to check but it seems in this case that Hotels.com should have done their part or at least take a loss and take care of the customer. Not only that, to be on the phone for an hour to resolve an issue is WAY TOO DAMN LONG!!

FStop7 · 01-02-2010, 08:47 PM

Post your story at consumerist.com and post about it on Twitter, too - a lot of reps from companies like hotels.com monitor those sites and will respond to unhappy customers.

Blake · 01-02-2010, 08:49 PM

^^^ LOL at your sig quote

pmeloche · 01-03-2010, 01:02 AM

Thanks for warning us about hotels.com.

Nawaaz · 01-03-2010, 01:14 AM

Quote:

Originally Posted by Blake

^^^ LOL at your sig quote

haha I think that quote was from a dude who was praising the 135i.

OP: Sorry this happened with you. I run my own hotel business, and surprisingly I haven't ran into too many screw-up's from hotels.com. I do believe what happened with you though.

Dealing with third party websites can be more prone to mistakes & errors. Learning from your experience, I now believe it would be best to directly reconfirm your reservation with the hotel itself.

hks786 · 01-03-2010, 09:34 AM

I nearly used them to book a hotel 2 weeks ago. Glad I went to hotel directly.

hhkim · 01-03-2010, 11:26 AM

Quote:

Originally Posted by TMNT

I have never dealt with such an incompetent completely worthless company before EVER.

I recently booked a room through them for NYE in D.C. The ordering process was quick and easy and I got my confirmation email that everything was all set.

4 days later...

I get to the hotel, have the valet park my car and head to the check in counter. I give the receptionist my name and credit card. The receptionist tells me he doesn't see me in their system or has any record of my resveration. I was like OK...well I booked the room and was charged by hotels.com. He was like do you have a confirmation number? I was like yeah, here is the print out...he looks at it and was like, well I need the Hilton confirmation number, not the hotels.com confirmation number and that they should have been included in the print out.

Thinking, its probably no biggie, I end up calling hotels.com dealing with them for nearly an hour...3/4 of time time being on hold. They basically never booked the room but ended up charging me for it anyway.

Their resolution to the problem? Send me to another hotel near by 6pm in the evening on NYE in the middle of d.c. traffic in a city I am not firmiliar with. Keep in mind it costs 34 dollars for valet that I just sent my car to. They would not book another room at the hotel and eat the difference. They offered to transfer me to "another" dept who might be able to "do something." I was like F IT, just refund my money and I will never deal with you guys again. I ended up missing dinner with my friends and running extremely late for everything else.

I ended up getting a room at the same hotel for 30 dollars cheaper.

F*** hotels.com.

The kicker? The receptionist says this happens ALL THE TIME with Hotels.com and some other service providers, but marjority of the f ups come from hotels.com

I strongly suggest no one ever use them because they're a joke. When you want to book a hotel, you speak to someone with an american accent and its smooth. If you need to talk to customer service, your dealing with folks from obivously another country with heavy accents.

It shouldn't be a hassel to book a freaking room or deal with an issue for over an hour. Just rebook me and eat the difference if necessary. It's not my fault you f'ed up.

If you do decide to use them, I recommend two things:

1. Make sure you get a confirmation number from the HOTEL and not just hotels.com's confirmation number.
2. Call the hotel a day or two before arriving to assure you actually have a room there.

Thanks for letting me rant.

please please please send this to consumerist.com. They will definitely post something like this and i'll get a kick out of if hotels.com contacts you or consumerist regarding this and offers you some kind of future compensation.

TMNT · 01-03-2010, 11:59 AM

Thanks everyone, I've never heard of consumerist.com before. I'll definately check it out and post up this story.

M_Six · 01-03-2010, 12:13 PM

Sorry to hear of your hassles with hotels.com. Sux when some bonehead screws up like that and you end up paying the price. But just to balance this out, I've been using hotels.com for years and never had an issue. I just got a free night from them for having ten previous bookings. I don't always use them because sometimes it's cheaper to go through the hotel's own website and look for lower rates. In my case I can get state employee rate, which is often cheaper. Still, I've used hotels.com several dozen times and I've never run across anything like you experienced. I'd chalk it up to some dumbass employee who screwed up. Hotels.com should compensate you, though. Try elevating the problem and maybe they'll spot you a free night.

Ender514 · 01-03-2010, 01:06 PM

humm....ive used them before and never had a problem. i will keep an eye out now for the actual hotel confirmation number and not just hotels.com's number.

E90SLAM · 01-04-2010, 11:03 AM

I used travelocity...no problem so far...

thanks for giving us a heads up...Note to self - avoid hotels.com

Cosmop · 01-04-2010, 11:58 AM

I've used Hotels.com for years and never had a problem. I do always seem to end up in the room for handicap people when I use Hotels.com. I don't mind because I perfer the walk-in showers and larger rooms.

Searcher821 · 01-04-2010, 02:29 PM

I've used them for Hilton Malmö City, and guess what ... they screwed that up as well

Eventually they found my reservation under the wife's name because I had put her down as the second person in the room. Was billed to my credit card though.

MTV · 01-04-2010, 03:29 PM

Looks like its travelocity ftw

808six · 01-04-2010, 05:01 PM

i used them several times, no problems what so ever...lesson learned, alway sget hotel confirmationm # which was alway ssupplied to me

jpsum · 01-04-2010, 07:37 PM

i always book it direct as I'm afraid this would happen.

Heinzftw · 01-05-2010, 02:48 AM

travelocity user here. No complaints

01-02-2010, 06:36 PM	#1
TMNT Captain 176 Rep 872 Posts Drives: 330ci ZHP Join Date: Jan 2007 Location: VA iTrader: (0)	Hotels.com SUCKS! I have never dealt with such an incompetent completely worthless company before EVER. I recently booked a room through them for NYE in D.C. The ordering process was quick and easy and I got my confirmation email that everything was all set. 4 days later... I get to the hotel, have the valet park my car and head to the check in counter. I give the receptionist my name and credit card. The receptionist tells me he doesn't see me in their system or has any record of my resveration. I was like OK...well I booked the room and was charged by hotels.com. He was like do you have a confirmation number? I was like yeah, here is the print out...he looks at it and was like, well I need the Hilton confirmation number, not the hotels.com confirmation number and that they should have been included in the print out. Thinking, its probably no biggie, I end up calling hotels.com dealing with them for nearly an hour...3/4 of time time being on hold. They basically never booked the room but ended up charging me for it anyway. Their resolution to the problem? Send me to another hotel near by 6pm in the evening on NYE in the middle of d.c. traffic in a city I am not firmiliar with. Keep in mind it costs 34 dollars for valet that I just sent my car to. They would not book another room at the hotel and eat the difference. They offered to transfer me to "another" dept who might be able to "do something." I was like F IT, just refund my money and I will never deal with you guys again. I ended up missing dinner with my friends and running extremely late for everything else. I ended up getting a room at the same hotel for 30 dollars cheaper. F*** hotels.com. The kicker? The receptionist says this happens ALL THE TIME with Hotels.com and some other service providers, but marjority of the f ups come from hotels.com I strongly suggest no one ever use them because they're a joke. When you want to book a hotel, you speak to someone with an american accent and its smooth. If you need to talk to customer service, your dealing with folks from obivously another country with heavy accents. It shouldn't be a hassel to book a freaking room or deal with an issue for over an hour. Just rebook me and eat the difference if necessary. It's not my fault you f'ed up. If you do decide to use them, I recommend two things: 1. Make sure you get a confirmation number from the HOTEL and not just hotels.com's confirmation number. 2. Call the hotel a day or two before arriving to assure you actually have a room there. Thanks for letting me rant.
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01-02-2010, 06:49 PM	#2
ybbiz34 Brigadier General 670 Rep 4,959 Posts Drives: 2023 330i M Sport Join Date: Jul 2007 Location: USA iTrader: (1)	Note to self: Never use Hotels.com. __________________ Current: '23 G20 M Sport 330i Current: '20 X253 GLC300 SUV Gone: '20 W205 C43 Sedan Gone: '18 W205 C43 Sedan Gone: '13 W204 C63 Sedan
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01-02-2010, 06:53 PM	#3
Blake Banned 757 Rep 4,649 Posts Drives: Chevy Aveo Join Date: May 2008 Location: Parent's Basement iTrader: (7)	i always use travelocity, never had a single issue with them.
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01-02-2010, 07:01 PM	#5
lib Major 141 Rep 1,401 Posts Drives: <This space for rent> Join Date: Apr 2008 Location: ATX iTrader: (0)	I used hotels.com twice. Once to book a room at a Hilton in Toronto and once to book a room at the Drake in Chicago. In both cases I was extremely disappointed with the rooms they booked. They are both good hotels but somehow hotels.com manages to find bad rooms in good hotels. I've vowed to never use them again.
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01-02-2010, 08:13 PM	#6
BMW F22 Major General 3566 Rep 9,788 Posts Drives: ///M235i Join Date: Nov 2005 Location: Bay Area iTrader: (8)	I think I've used them once or twice and never had a problem with them. However, to hear about them like this is kinda scary. I've just used Priceline to book a room just a few days ago and that was good as well. Got the room for about $35 cheaper than hotel.com (thru name your price). I would say that it's always best to check but it seems in this case that Hotels.com should have done their part or at least take a loss and take care of the customer. Not only that, to be on the phone for an hour to resolve an issue is WAY TOO DAMN LONG!!
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01-02-2010, 08:47 PM	#7
FStop7 I like cars 329 Rep 5,052 Posts Drives: M6 Join Date: Oct 2008 Location: Newbury Park, CA iTrader: (3)	Post your story at consumerist.com and post about it on Twitter, too - a lot of reps from companies like hotels.com monitor those sites and will respond to unhappy customers. __________________ My photostream: http://www.flickr.com/photos/racelap/
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01-02-2010, 08:49 PM	#8
Blake Banned 757 Rep 4,649 Posts Drives: Chevy Aveo Join Date: May 2008 Location: Parent's Basement iTrader: (7)	^^^ LOL at your sig quote
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01-03-2010, 01:02 AM	#9
pmeloche Lieutenant Colonel 24 Rep 1,604 Posts Drives: 2013 F25 X3 xDrive35i Join Date: Feb 2008 Location: Montréal, Canada iTrader: (0)	Thanks for warning us about hotels.com. __________________ Patrice 2013 F25 X3 xDrive35i Vermillion Red
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01-03-2010, 09:34 AM	#11
hks786 Major General 2169 Rep 5,364 Posts Drives: * Join Date: Mar 2006 Location: UK iTrader: (0)	I nearly used them to book a hotel 2 weeks ago. Glad I went to hotel directly. __________________
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01-03-2010, 11:59 AM	#13
TMNT Captain 176 Rep 872 Posts Drives: 330ci ZHP Join Date: Jan 2007 Location: VA iTrader: (0)	Thanks everyone, I've never heard of consumerist.com before. I'll definately check it out and post up this story.
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01-03-2010, 12:13 PM	#14
M_Six Free Thinker 16964 Rep 7,455 Posts Drives: 2016 MB GLC300 4matic Join Date: Jan 2009 Location: Foothills of Mt Level iTrader: (0)	Sorry to hear of your hassles with hotels.com. Sux when some bonehead screws up like that and you end up paying the price. But just to balance this out, I've been using hotels.com for years and never had an issue. I just got a free night from them for having ten previous bookings. I don't always use them because sometimes it's cheaper to go through the hotel's own website and look for lower rates. In my case I can get state employee rate, which is often cheaper. Still, I've used hotels.com several dozen times and I've never run across anything like you experienced. I'd chalk it up to some dumbass employee who screwed up. Hotels.com should compensate you, though. Try elevating the problem and maybe they'll spot you a free night. __________________ Mark markj.pics "There is no shame in dropping fruit in your glass." -UncleWede
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01-03-2010, 01:06 PM	#15
Ender514 General 228 Rep 20,998 Posts Drives: 2009 E92 335i Join Date: Feb 2008 Location: Philly iTrader: (0)	humm....ive used them before and never had a problem. i will keep an eye out now for the actual hotel confirmation number and not just hotels.com's number. __________________ 09' E92 335i \| 6MT \| Montego Blue \| Black Dakota Leather \| Dark Burl Walnut \| Premium \| Sport \| Cold Weather \| Nav \| Sirius \| Comfort Access \| iPod and USB adapter
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01-04-2010, 11:03 AM	#16
E90SLAM Supreme Allied Commander 1963 Rep 61,781 Posts Drives: A BBS WHORE Join Date: Jul 2007 Location: . iTrader: (6) Garage List 2022 BMW X3 sDrive30i [0.00]	I used travelocity...no problem so far... thanks for giving us a heads up...Note to self - avoid hotels.com __________________
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01-04-2010, 11:58 AM	#17
Cosmop Private First Class 38 Rep 141 Posts Drives: 2009 E90 335i Join Date: Oct 2009 Location: Houston, TX iTrader: (0)	I've used Hotels.com for years and never had a problem. I do always seem to end up in the room for handicap people when I use Hotels.com. I don't mind because I perfer the walk-in showers and larger rooms.
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01-04-2010, 02:29 PM	#18
Searcher821 I find stuff 1 Rep 8 Posts Drives: Jet pack Join Date: Oct 2009 Location: Cloud City iTrader: (0)	I've used them for Hilton Malmö City, and guess what ... they screwed that up as well Eventually they found my reservation under the wife's name because I had put her down as the second person in the room. Was billed to my credit card though.
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01-04-2010, 03:29 PM	#19
MTV Banned 241 Rep 1,906 Posts Drives: E60 M5, Volvo S60R Join Date: May 2007 Location: Montreal iTrader: (1)	Looks like its travelocity ftw
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01-04-2010, 05:01 PM	#20
808six Second Lieutenant 16 Rep 274 Posts Drives: AW 335 COUPE Join Date: Nov 2005 Location: HAWAII iTrader: (1)	i used them several times, no problems what so ever...lesson learned, alway sget hotel confirmationm # which was alway ssupplied to me
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01-04-2010, 07:37 PM	#21
jpsum Major 274 Rep 1,088 Posts Drives: 2010 TSX Join Date: Dec 2008 Location: New Haven area iTrader: (4)	i always book it direct as I'm afraid this would happen.
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