Complaint Review: Hotels.com

I work the front desk of a national brand hotel. I just got home from work and I'm fuming over Hotels.com.

I just had 2 guests come to check in. This is March 22nd and they had accidentally made their reservations for April 22nd. I advised them of the discrepancy and said I needed to call Hotels.com to make the change. They asked if I could do that after checking them in and I told them I needed to confirm first with Hotels.com.

I dialed the 1-800 number for Hotel's.com and pressed the selection reserved for hotel representatives. I was placed on hold. I could see the guests were anxious to settle in. I checked them in , gave them the keys and we agreed if I had any problems I'd call them.

From past experiences I didn't think there would be a problem, although recently I had been seeing some pretty deceptive practices by Hotels.com and questioning our affiliation.

I was working the desk that night but I am also in a management position. I am fully aware of what they pay for the room but have little control of what they sell the same room for. For the sake of anonymity let's say they pay $50.00 for a room. They normally sell us for $70.00. That was the way it was when they first started, and it was a good deal. But how things have changed. On recent internet searches I have seen them selling for as much as $95.00. Do the math. The hotel gets the same $50.00 and they get the rest. Please call us directly we'd love to charge you $51.00 and still make more money.

They make you pay up front. add service fees. and have penalties for changes and cancellations. We allow you to change your mind all you want, just commit by 6:00 on the day of arrival. We'll even cancel your reservation if your plans have changed.

So customer services answers and I explain my situation. The agent tells me that as far as he's concerned the guests do not have a reservation at our hotel that night. I asked him if he could just change the arrival date. He said he couldn't guarantee that the rate for March 22nd would be the same as the rate on April 22. I said your $50.00 (net rate) tonight is the same as your $50.00 (net rate) on April 22 .what's the problem? He went on to describe the contract we sign with Hotels.com. I sign the hotel's side of the contract and I'm fully aware of the terms. He then said he couldn't make the change without talking to the guest.

I connected him to the cardholder and couldn't wait to talk to the guest to see the results. I monitored the switchboard waiting for him to hang up. He called me first. The guest said he was advised that the cost of the room would be doubled. He told the agent he could probably walk down to the desk and get the room for less. Suddenly he was advised that it would be an additional $10.00. The guest said he went to get his credit card and returned to a dead line.

The onus was put on the hotel, but the guest was great. He offered to come down and pay for his rooms. I told him that I wasn't certain of their recent cancellation policies and I assured him I would settle it with our contact the next day. I offered to help him with any additional charges incurred.

The bottom line.. Hotels.com does not offer the best prices guaranteed Challenge them you'll get something back.

Their customer service is not good If a hotel representative has to hold for help, can you imagine the consumer wait? We're here to serve you.

Their mark-up is much higher than other internet wholesalers like Expedia, Orbitz, Travelocity, Travelweb, etcThey add service charges tax recovery penalties for changes and cancellations.

I haven't made the call to our contact as of this writing, but I have a feeling I will not be able to contain myself. Let me sleep on it!

If you want the best rooms at the best available prices XXXXXXXXXX
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Thanks for allowing me to vent!

Having worked in hotels for 20 years I can tell you wholesalers are not really a good idea. Most national chains now will match any stated rates on their website. I know my last job I ran reports that checked Orbitz, Expedia and the like and lowered room types to match their rates.

Only Priceline and Hotwire were cheaper. Why? Because you don't know what you are getting. You are paying for a rate. Not a hotel. PL and HW only work if you are EXTREMELY Flexible.

You don't need a travel agent. Just go online and READ EVERYTHING ON THE WEBSITE AND I MEAN EVERYTHING. You probably can't cancel if the deal is good. If you think you may want to cancel well then you pay more for that privelege.

Hotels.com is ONLY good when the city is sold out. Unlike Expedia, Orbitz, Priceline etc they usually have an allotment. So they can get you in when all the hotels are sold out. BUT not at a cheap rate.

I am going on a trip to New York City in the near future and started to book hotel reservations using Hotels.com. I checked their Terms and Conditions and discovered that you have to pay the full bill up front and if for any reason you cancel your reservations, there is a $50 cancellation fee.

I called the hotel directly and confirmed the rates they would charge me directly were the same as Hotels.com wants to charge, the hotel does not require up front payment and if I cancel by 4:00PM on the day of my scheduled arrival, there is no cancellation fee. Needless to say, I didn't use Hotels.com for this transaction.

Buyer beware....be sure you know what you getting in to.

Hi-I am a corporate travel consultant. I am amused by people trying to -play- travel agent on dot com this and dot that.

Suggestion - use a professional travel planner/agent. More than not will charge you a very small fee as the airlines no longer compensate agents for their time & effort in selling their products. But, believe me - it is WELL worth it. Your agent will do all possible to ensure your trip is hassle free - and if something goes wrong, they will do everything possible to correct it.

I'm sorry for what happened, but please take my advice in the future.

Good luck.