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I have been a reward member with hotels.com since the first time I booked a hotel with their company in Aug 2020. Within 2 weeks of my first booking, I became a gold member.
I must admit that I've never received a single privilege of being a gold member.
Not a single room upgrade, or early check-in, or late checkout, on the contrary, I've had to pay an extra night at a hotel, just so I could have a safe place to store my luggage, at times when I've arrived I'm the city in the morning.
The service at hotels was atrocious, borderline illegal abd fraudulent. The agents and supervisors at Hotels.com don't care. They have no issues lying in writing or vocally, knowing they are being recorded. They don't care, their priority is getting you off the phone or chat.
There's been 5 to 7 major issues over the last 11 months.
The latest of which occurred on May 8 2021. I was told to call Back about a promotion that was advertised that didn't apply, and the agent BABU from their call center in India was useless and not interested in helping, which is the status quo there. I told him I would go to the app and make the reservation without the promo and ended the call. I made the reservation, received the confirmation code and payment receipt.
Only 10 minutes later I noticed I had a cancelation email stating "As per my request " I never requested the cancelation. Upon verification, the same agent Babu canceled my reservation, as well as 6 reward nights accumulated, as well every booking from day 1, upon registration. It's like I had never been a member, ever.
I immediately called and an agent called the property requesting the booking be reinstated.
To date, I've not been compensated for the fraud on my account as well my credit card by the agent Babu from the office in India.
I received a message on end of May stating that a 100 voucher was added to my account (not enough for fraud) but there was nothing issued. June 6 2021 I received a message stating that the company had added 550.00 CAD to my account bit again, nothing ony my account.
You try calling the telephone agents and they just give you the run around and despite seeing the messages from the company they work for, yet refuse to honor what's written.
I've been told 74 times a supervisor will call me within the hour, I've been told that my email address that I've been using for years, and the only one with this site, but one day it's changed.
11 min call on May 8, 21 between 10-10:30 am EST would have proven my point clearly, but now I've got 30 case file numbers for one incident.
The messages are dated and screenshot showing zero nights or credit available but yet their Help Desk swears uts there ....again agents are useless and supervisors even worse.
They don't cut you put them on a live stream and you yell them the large numbers of viewers they're lying in front of, they'll just hang up. FTC complaint filled out and case number sent to the company, and 1 week later an Attorney General of Texas complaint case file #, but they don't care.....at all.
User's recommendation: Do not trust anything they say.
Preferred solution: Settlement in 2 messages plus more. what they offered extremely low for fraud, add malintent.then countless lies that I've been told regarding this one matterI agreed because I.eahred it over but they prolonged this by breachin..
Hotels Com Pros: Price match guarantee.
Hotels Com Cons: Gold rewards advantages do not exist, Sleazy overall, No refund for their mistakes, Fraud.
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