Hotels.com Hotels_com Hotels.com Provides Zero Customer Service or Assistance - would rather charge you fees then help Internet
Like so many other reviews I've read here they are absolutely terrible should you need to fix/resolve or changing anything. Their default is to always charge you a big cancellation fee. After making a reservation for $2,500 and prepaying I had issues with the confirmation and it accepting a coupon code. Twice I filled out online forms, received an instant email back that it would be resolved and never heard a word. Finally had to call the call center which was terrible experience. They could care less, told me they could make no changes and would charge me an $800 change fee. No effort to call the hotel, no effort to work with me. No apology for ignoring my previous inquiries. In the end I called the hotel, did their work for them, and the hotel was more than gracious in making the change. Then of course I had to call hotels.com back to get them to update -- and that was another terrible experience of calls, being put on hold, attitude and issues. Never again. Too many other great choices online.
If you ever expect them to assist you with your reservation you will be out of luck. I would never use them again. In fact just now while writing this I'm on hold with them trying to ensure I get their Kindle promotion and they are saying something went wrong -- and now I think I got disconnected. BAD.