Garry H.

Unfortunately a 0 isn't possible and a -5 would be more apt. As I write this they have a score of 1.3 out if 5 but 600 reviews are 1 star and I guess this is only because you cant give a 0 so this really gives Hotels.com a score of 0.4 out of 5 or 8% happy customers. 8 out of 100 people are happy with Hotels.com!. That pretty much says everything and how can this company continue to trade beats me. They belong to the Expedia Group and I cant understand why the Board of Directors don't get rid of this shambolic company. I know reading many reviews that people will not be using Hotels.com again and this is a good thing and if it meant that the company ceased trading I don't think it would be such a bad thing so that the scamming and lies stop. I really didn't think it could be possible for a company to lie so much. I didn't cancel my booking but they sent an email saying the booking was cancelled, and then tell me I cancelled it. No I didn't. Then when I call them and ask for a refund they tell me the hotel insist on a voucher being issued, so I call the hotel who say this is a lie and it is NOT something they are insisting on. I call the Gold Team back and again they say they have correspondence from the hotel to say issue a voucher and that it will be emailed soon. I do not accept a voucher because of your lies. Hotels.com then say in an email that they can only follow what the hotel ask them to do so I spoke to the Manager of the hotel on 3 separate occasions and he told me that he personally spoke to Expedia and told them to refund the money I paid as no money had been received from Hotels.com for the booking, although Hotels.com say they paid them as soon as I booked, which must be another lie, as what benefit is it to the hotel I booked to say this. So now the hotel I booked have said they are not insisting on a voucher and to refund the money but still Hotels.com refuse to refund saying they must follow what the hotel tell them to do? They have told you to refund the money, so why do you say you will follow what the property tell you to do and when they say refund you say its not possible and that a voucher has already been sent and accepted. I DO NOT AND DID NOT ACCEPT A VOUCHER. Hotels.com tell me that they have correspondence from the hotel to say issue a voucher, so I asked them to send it to me and also who sent it and if its genuine I will accept the voucher, and this for any reasonable person is very simple to do, but I have just been told they cant do this. Why? Is it because Hotels.com are lying again and don't have this. How arrogant can a company be to go against their own policy, and to completely ignore what the hotel I booked are telling them. I have asked on several occasion to speak to a senior person and surprisingly nobody is available to take my call. As a Gold Member I will never EVER use this company again or any of their sister companies (Trivago, Expedia, Travelocity, ebookers to name a few) and I urge everyone else to do the same, as they clearly are not customer focused. They are not following the booked property's policy or anything the hotel are saying to them. They are clearly only interested in themselves and don't care about any customers.