• Report: #1102220

Complaint Review: Hotels.com

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  • Submitted: Mon, November 25, 2013
  • Updated: Mon, November 25, 2013

  • Reported By: daygoVR6 — San Diego California
Hotels.com
5400 LBJ Freeway, Suite 500, Dallas, Texas 75240 Dallas, Texas USA

Hotels.com www.Hotels.com www.expedia.com Company still charges for your hotel reservation after canceling Dallas Texas

*Author of original report: Have you had any luck getting refunded

*Author of original report: Update from credit card dispute

*Author of original report: After canceling company tries to get you to make a new reservation

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I went to hotels.com which is an affiliate of expedia.com searching for a room for New Years Eve for 2013/2014 - was able to sucessfully make my reservation on Nov. 21 2013, and get plans set up for the night BUT was unaware of other things that had been planned the same night and needed to cancel my reservation.

No problem go back to the website to cancel my reservation, which I did on Nov. 24 2013, - except the company apon sending me my confirmation cancelation email states they will still charge me for the hotel room even though I will not be staying there.  So read this carefully and do some math here - I cancel my reservation over 30 days prior to my stay, to which Im pretty sure the hotel will have plenty of time to fulfill the now open room that was put on hold for me - and yet thse guys still feel the need to charge me for the room that I will not be using. [continued below]....

.....

So I called customer service trying to understand how a company can stil charge someone for services not renderred and the minimum wage employee proceeds to tell me there is nothing they can do its their company policy, I ask to speak with a supervisor in a calm fashion and get hung up on ...call back and get the same treatment.

Big word of caution here with either company - www.hotels.com or www.expedia.com with holiday travel or any travel for that matter - if you need to make changes, and need to cancel your reservation be preparred

Oh and of course after looking through the companies terms and conditions page there is nothing on there stating they would still charge me if I had to cancel a reservation - not even a notation of I had to cancel within so many days of the resercation - do not use either of these websites 


This report was posted on Ripoff Report on 11/25/2013 10:39 PM and is a permanent record located here: http://www.ripoffreport.com/r/Hotelscom/Dallas-Texas-75240/Hotelscom-wwwHotelscom-wwwexpediacom-Company-still-charges-for-your-hotel-reservatio-1102220. The posting time indicated is Arizona local time. Arizona does not observe daylight savings so the post time may be Mountain or Pacific depending on the time of year.

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Updates & Rebuttals

#1 Author of original report

Have you had any luck getting refunded

AUTHOR: daygoVR6 - ()

Im going through this as well wanted to know what sort of actions you have taken to get a refund - I am currently in disputes with my credit card company over this myself

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#2 Author of original report

Update from credit card dispute

AUTHOR: daygoVR6 - ()

So in recent events of dealng with Discover whom I used for booking the reservation, they came back with and told me that my tempory credit would become an actual charge. to which I have re-opened the dispute. Hotels.com respose to them was in their terms and conditions that they would still charge me the full amount owed even if I had to cancel to reservation - yet the hotel that the reservation was made for does not have a cancelation fee and in the terms and conditions of the hotels.com website there is nothing stating that a potential customer would still be charged for a canceled reservation for the full amount - even though the website prompts someone to have to click "i agree to the term and conditions" to complete the transaction to which the terms and conditions do not state anything regarding still charging someone if someone has to cancel a reservation. The response Hotels.com gave my credit card company did not state anything regarind what was in their actual terms and conditions and I received paper work that did not reflect anything in the actual terms and conditions of hotels.com - i dont understand how Discover honored this policy of theirs with nothing other than a very vauge response - here is why ..... 

My question is - how can a credit card company who openly advertisies thru their promotional offers that if you are to make reservations on this website that you will receive additional cash back bonus by using their card (or your credit card for that matter) turn around and stand by a companies policy which commits fraud by not refunding people when a reservation is canceled - I did not turn around and make a reservation else where, I was not offered to use the funds that I have already paid to apply to a different reservation, instead I was charged for goods not received and then the company refuses to refund my money, on top of which im sure the hotel was able to fulfill the room that was set aside in the initail reservation since I canceled this well over a month before the date the reservation was made for  - to this which the company is based in Washington State,(not Texas as I origionally thought) is stealing which in the state of Washington is breaking the law...now since I made a reservation for a hotel in California to which I reside - this company is now breaking Federal Law becuase the tranasction is crossing state lines. So not only is Discover Card associated with these people ...they are now involved in what could be a highly costtly law suit because now I still have to pay Discover Card back for a reservation I never used...

I have re opened a new dispute with Discover card based on the response by hotels.com and will probably be dropping Discover as a credit card company for thier actions once my money has been returned to me.

If anyone has had any sort of expirences with hotels.com I'd like to hear from you and see what actions you had to take to fix your problem - I doubt I am the only one out there that has had this problem...let alone the only Discover Card customer that has had to deal with this

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#3 Author of original report

After canceling company tries to get you to make a new reservation

AUTHOR: daygoVR6 - ()

Oh this is an awesome kicker here - so after I canceled the reservation the company sends me a prompted email stating that they noticed I canceled my reservation, and then asks if  want to make a new reservation in its place at a different location - still have not been refunded, not even an offer to take the funds I have already paid and apply it to a new location - instead this company takes my money then asks if I want to make a second reservation - to which they would be charging me again !!?? How in the hell does this company get away with this sort of thing ? DO NOT use these guys for any sort of hotel / motel / holiday inn booking - not even for your mistress for christmas, your action on the side, or to just plow that girl you met in the hotel bar

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