Terrible
Terrible. I have been using this app for several years and never had a problem until just recently and it was enough for me to leave a bad review, which I never do with any company I have a problem with. I had to go out of state for an event and got a room through Hotels.com. When I arrived the front desk said they have no record of me reserving a room. I told them I booked it through Hotels.com and front desk told me they have been having the same problem with this company, Hotels.com not notifying the actual hotel that a room has been booked. When I contacted Hotels.com I was on the phone with them for TWO HOURS going back and forth about them not reserving my room which I had already paid for through the app. They told me I had to pay again and they would reimburse me for the reservation they messed up and give me 50 points towards my Silver membership. So I ended up paying twice for one room. 2 months went by with no reimbursement or points. Finally I got an email saying my claim was under review and after further review “we cannot fulfill your request.” I must add that the hotel I stayed at wasn’t a 5 star hotel or anything fancy. It was your basic hotel under $120/night so I didn’t see a problem why I wouldn’t get my money back especially considering it was THEIR mistake and NOT my fault. Luckily I made it to my event with 10 minutes to spare. Never book through this company!!