If I could give no stars I would. Hotels.com is a total scam. We booked and paid £300 for accommodation via their website. The location was a 6 hour drive from where we live. When we arrived at the accommodation, they had no record of the booking even though we had proof of the booking and payment to hotels.com. The accommodation told us that hotels.com had not booked the accommodation with them. Due to the fact we had just driven 6 hours, we had no option but to pay for the accommodation again. When we got back we contacted hotels.com to ask for a refund, providing them with evidence of having paid hotels.com for the original booking & again for the accommodation when we arrived, and they told us there was nothing they could do. They even called the accommodation who confirmed that we had paid them, but they still decided not to refund the money because they were not obliged to. The customer service department was extremely rude and the professionalism was non existent. The worst part of this is that the accommodation we booked is still on hotels.com so other people are likely to continue to get scammed. DO NOT RISK USING HOTELS.COM.
