CB Travel and Vacations Hotels.com Accommodation cancelled our booking on day of arrival

Hotels.com review: Accommodation cancelled our booking on day of arrival

KAS81 of Bracknell, GB

Oct 25, 2023 6:09 am EDT

Verified customer

Featured review

I am writing to you to express how upset I am over the extreme failure of this weekend.

I made the booking on 28th September through ‘Hotels.com’ for a house available on 14th - 15th October 2023 for my family to celebrate my daughter's birthday.

I received confirmation and was told that I would soon receive a link to complete a form and pay a security deposit. I never received this email and on the day of the booking I emailed the Berkshire Residence to find out the details of how to access the property. I did not receive anything back all day. We obviously had a weekend of activities planned. However, we had to leave the Lego discovery centre early as we were all starting to panic, as we would have nowhere to go after. We did not get to enjoy the full experience as we were constantly checking the emails.

I am sure you can image with 5 children, 3 of which are under 5 and for my eldest daughter who suffers from anxiety this was extremely stressful as it was for all of us.

We tried to call the owner of the property 3 times, left a voicemail, emailed and tried to contact them through ‘WhatsApp’ we were getting no answers. We then called ‘Hotels.com’, you said that you would try to contact him as well and if you cannot you will find us something similar or better.

After waiting around in the car park as we had nowhere else to go, we then got a call to say that you had contacted him and he would send us over the link to complete the safety deposit within the hour and we could get in the house. We were also told that if we do not receive the link within the hour we should call an American number.. Which I find extremely strange.

At this point we thought we would head in the direction of the house so that the children would stay calm and would not realise the panic.

After 5 minutes I received an email from Berkshire residence saying that the booking had been cancelled due to maintenance work.

At this point we did not know what to do. We had tickets for Warwick castle the next day so did not want to travel the 2 hours home. The kids were getting tired and hungry. We had already brought food and a cake for the evening as we knew we would have somewhere to cook. This was starting to look like a waste and we would have to spend more money on fast food.

We had to pull over in a Tesco car park to try and sort out this absolute mess. Which I cannot believe an established company would ever leave its customers in.

We tried to call the owner again with no luck and then tried to call ‘Hotels.com’. We explained everything to them and after being told we would be called back; we were not and had to call back once again.

Hotels.com had tried to contact him and they could not either. They said that they would find us somewhere else to stay. All the children where now getting very scared and upset. We were trying to keep them safe in the car park but obviously they needed to get out and stretch their legs as we were stuck here for nearly 2 hours. During this time my 2-year-old niece fell over and bumped her head really badly. I appreciate that children have accidents but this would not have happened if we were not stuck here with nowhere to go.

After waiting we were told that you could not find us anywhere else to stay and that was final and that we would be sent a refund! However, the refund only covered the amount we paid by debit card (£132.50) and did not include the amount we paid by Clubcard vouchers (£70). Please inform me how I will receive this refund? As this was such a massive mistake by both companies this should have been checked that the right amount should have been returned then another mistake would not have possibly been made.

At this point the children were crying thinking we had to go home and my daughter's birthday had been completely ruined. All the fun that they had had in the day had been completely over shadowed and forgotten because of the distressing situation we were put in and no one could seem to rectify this distressing situation.

We finally found somewhere to stay which was not in our preferred location, only had 2 bathrooms. With 6 adults, a teenager and 4 small children this was not ideal and to be honest an absolute nightmare. We also had to pay an extra £360. That did not include that fact I had to pay full £120 (per couple) as I did not receive my vouchers or money back for what I had contributed. This is among the added of expense of driving around, buying snacks for the children and the phone bill.

When we finally got there everyone was so tired, fraught and deflated that we could not enjoy our night as we should have done. My eldest's anxiety had got so bad she could not socialise and went straight to a room to try and regulate herself.

We all had a dreadful night’s sleep, as the children were so upset, they were not able to have the sleeping arrangements that they had all planned and were so excited for but could just not settle.

The next morning, we checked the property we were originally meant to stay in and it was still saying that it was available to rent for that evening. If there was maintenance work being carried out, how can it still be available? I do not believe that any work was going on and the fact that ‘Hotels.com’ would work with such unreliable, unprofessional and incompetent people is a discredit to the company.

I truly hope that we are compensated fairly for such a disaster of a weekend and you can restore some credit to the company

Desired outcome: Please refund the extra we had to pay & a sincere apology

View 0 more photos

Hotels.com - Refuse to honor confirmation of booking 9

Resolved

Hotels.com - fraud 42

Resolved

Hotels.com - no customer service 9

Resolved

Hotels.com - Hotelclub.com uses the bait a switch scam 2

Hotels.com - scam and lies 3

Resolved

Hotels.com - hotel bentleys colaba mumbai

Hotels.com - refusal of refund 1

Hotels.com - Hotel Stay at Ramada Inn Titusville

Hotels.com - Hotel reservation

Hotels.com - refund cancellation payment not in full amount

Resolved

View all Hotels.com reviews and complaints

Previous review Next review

0 comments

Add a comment

Hotels.com contacts

Hotels.com phone numbers

800 246 8357
800 246 8357

Click up if you have successfully reached Hotels.com by calling 800 246 8357 phone number 161 161 users reported that they have successfully reached Hotels.com by calling 800 246 8357 phone number Click down if you have unsuccessfully reached Hotels.com by calling 800 246 8357 phone number 296 296 users reported that they have UNsuccessfully reached Hotels.com by calling 800 246 8357 phone number

28%
Confidence score

United States

800 807 6641
800 807 6641

Click up if you have successfully reached Hotels.com by calling 800 807 6641 phone number 36 36 users reported that they have successfully reached Hotels.com by calling 800 807 6641 phone number Click down if you have unsuccessfully reached Hotels.com by calling 800 807 6641 phone number 50 50 users reported that they have UNsuccessfully reached Hotels.com by calling 800 807 6641 phone number

4%
Confidence score

United States

800 224 6835
800 224 6835

Click up if you have successfully reached Hotels.com by calling 800 224 6835 phone number 4 4 users reported that they have successfully reached Hotels.com by calling 800 224 6835 phone number Click down if you have unsuccessfully reached Hotels.com by calling 800 224 6835 phone number 2 2 users reported that they have UNsuccessfully reached Hotels.com by calling 800 224 6835 phone number

36%
Confidence score

Canada

1800 11 142 079
1800 11 142 079

Click up if you have successfully reached Hotels.com by calling 1800 11 142 079 phone number 0 0 users reported that they have successfully reached Hotels.com by calling 1800 11 142 079 phone number Click down if you have unsuccessfully reached Hotels.com by calling 1800 11 142 079 phone number 3 3 users reported that they have UNsuccessfully reached Hotels.com by calling 1800 11 142 079 phone number

17%
Confidence score

Phillipines

+1 (417) 521-0845
+1 (417) 521-0845

Click up if you have successfully reached Hotels.com by calling +1 (417) 521-0845 phone number 0 0 users reported that they have successfully reached Hotels.com by calling +1 (417) 521-0845 phone number Click down if you have unsuccessfully reached Hotels.com by calling +1 (417) 521-0845 phone number 0 0 users reported that they have UNsuccessfully reached Hotels.com by calling +1 (417) 521-0845 phone number

United States

+44 203 024 8216
+44 203 024 8216

Click up if you have successfully reached Hotels.com by calling +44 203 024 8216 phone number 59 59 users reported that they have successfully reached Hotels.com by calling +44 203 024 8216 phone number Click down if you have unsuccessfully reached Hotels.com by calling +44 203 024 8216 phone number 86 86 users reported that they have UNsuccessfully reached Hotels.com by calling +44 203 024 8216 phone number

United Kingdom

+61 280 662 747
+61 280 662 747

Click up if you have successfully reached Hotels.com by calling +61 280 662 747 phone number 13 13 users reported that they have successfully reached Hotels.com by calling +61 280 662 747 phone number Click down if you have unsuccessfully reached Hotels.com by calling +61 280 662 747 phone number 3 3 users reported that they have UNsuccessfully reached Hotels.com by calling +61 280 662 747 phone number

63%
Confidence score

Australia

+64 99 151 135
+64 99 151 135

Click up if you have successfully reached Hotels.com by calling +64 99 151 135 phone number 5 5 users reported that they have successfully reached Hotels.com by calling +64 99 151 135 phone number Click down if you have unsuccessfully reached Hotels.com by calling +64 99 151 135 phone number 5 5 users reported that they have UNsuccessfully reached Hotels.com by calling +64 99 151 135 phone number

New Zealand

+43 810 310 803
+43 810 310 803

Click up if you have successfully reached Hotels.com by calling +43 810 310 803 phone number 0 0 users reported that they have successfully reached Hotels.com by calling +43 810 310 803 phone number Click down if you have unsuccessfully reached Hotels.com by calling +43 810 310 803 phone number 2 2 users reported that they have UNsuccessfully reached Hotels.com by calling +43 810 310 803 phone number

Austria

+32 22 008 524
+32 22 008 524

Click up if you have successfully reached Hotels.com by calling +32 22 008 524 phone number 0 0 users reported that they have successfully reached Hotels.com by calling +32 22 008 524 phone number Click down if you have unsuccessfully reached Hotels.com by calling +32 22 008 524 phone number 1 1 users reported that they have UNsuccessfully reached Hotels.com by calling +32 22 008 524 phone number

Belgium

+45 43 682 330
+45 43 682 330

Click up if you have successfully reached Hotels.com by calling +45 43 682 330 phone number 0 0 users reported that they have successfully reached Hotels.com by calling +45 43 682 330 phone number Click down if you have unsuccessfully reached Hotels.com by calling +45 43 682 330 phone number 0 0 users reported that they have UNsuccessfully reached Hotels.com by calling +45 43 682 330 phone number

Denmark

+358 972 519 905
+358 972 519 905

Click up if you have successfully reached Hotels.com by calling +358 972 519 905 phone number 0 0 users reported that they have successfully reached Hotels.com by calling +358 972 519 905 phone number Click down if you have unsuccessfully reached Hotels.com by calling +358 972 519 905 phone number 0 0 users reported that they have UNsuccessfully reached Hotels.com by calling +358 972 519 905 phone number

Finland

+33 157 324 317
+33 157 324 317

Click up if you have successfully reached Hotels.com by calling +33 157 324 317 phone number 3 3 users reported that they have successfully reached Hotels.com by calling +33 157 324 317 phone number Click down if you have unsuccessfully reached Hotels.com by calling +33 157 324 317 phone number 1 1 users reported that they have UNsuccessfully reached Hotels.com by calling +33 157 324 317 phone number

50%
Confidence score

France

+49 69 380 789 320
+49 69 380 789 320

Click up if you have successfully reached Hotels.com by calling +49 69 380 789 320 phone number 0 0 users reported that they have successfully reached Hotels.com by calling +49 69 380 789 320 phone number Click down if you have unsuccessfully reached Hotels.com by calling +49 69 380 789 320 phone number 1 1 users reported that they have UNsuccessfully reached Hotels.com by calling +49 69 380 789 320 phone number

Germany

+353 16 569 439
+353 16 569 439

Click up if you have successfully reached Hotels.com by calling +353 16 569 439 phone number 0 0 users reported that they have successfully reached Hotels.com by calling +353 16 569 439 phone number Click down if you have unsuccessfully reached Hotels.com by calling +353 16 569 439 phone number 0 0 users reported that they have UNsuccessfully reached Hotels.com by calling +353 16 569 439 phone number

Ireland

+39 269 430 760
+39 269 430 760

Click up if you have successfully reached Hotels.com by calling +39 269 430 760 phone number 2 2 users reported that they have successfully reached Hotels.com by calling +39 269 430 760 phone number Click down if you have unsuccessfully reached Hotels.com by calling +39 269 430 760 phone number 0 0 users reported that they have UNsuccessfully reached Hotels.com by calling +39 269 430 760 phone number

100%
Confidence score

Italy

+31 207 006 039
+31 207 006 039

Click up if you have successfully reached Hotels.com by calling +31 207 006 039 phone number 0 0 users reported that they have successfully reached Hotels.com by calling +31 207 006 039 phone number Click down if you have unsuccessfully reached Hotels.com by calling +31 207 006 039 phone number 0 0 users reported that they have UNsuccessfully reached Hotels.com by calling +31 207 006 039 phone number

Netherlands

+47 23 024 614
+47 23 024 614

Click up if you have successfully reached Hotels.com by calling +47 23 024 614 phone number 0 0 users reported that they have successfully reached Hotels.com by calling +47 23 024 614 phone number Click down if you have unsuccessfully reached Hotels.com by calling +47 23 024 614 phone number 0 0 users reported that they have UNsuccessfully reached Hotels.com by calling +47 23 024 614 phone number

Norway

+351 707 201 282
+351 707 201 282

Click up if you have successfully reached Hotels.com by calling +351 707 201 282 phone number 0 0 users reported that they have successfully reached Hotels.com by calling +351 707 201 282 phone number Click down if you have unsuccessfully reached Hotels.com by calling +351 707 201 282 phone number 0 0 users reported that they have UNsuccessfully reached Hotels.com by calling +351 707 201 282 phone number

Portugal

+7 499 272 2035
+7 499 272 2035

Click up if you have successfully reached Hotels.com by calling +7 499 272 2035 phone number 0 0 users reported that they have successfully reached Hotels.com by calling +7 499 272 2035 phone number Click down if you have unsuccessfully reached Hotels.com by calling +7 499 272 2035 phone number 0 0 users reported that they have UNsuccessfully reached Hotels.com by calling +7 499 272 2035 phone number

Russia

+34 912 757 407
+34 912 757 407

Click up if you have successfully reached Hotels.com by calling +34 912 757 407 phone number 1 1 users reported that they have successfully reached Hotels.com by calling +34 912 757 407 phone number Click down if you have unsuccessfully reached Hotels.com by calling +34 912 757 407 phone number 0 0 users reported that they have UNsuccessfully reached Hotels.com by calling +34 912 757 407 phone number

100%
Confidence score

Spain

+46 851 761 615
+46 851 761 615

Click up if you have successfully reached Hotels.com by calling +46 851 761 615 phone number 0 0 users reported that they have successfully reached Hotels.com by calling +46 851 761 615 phone number Click down if you have unsuccessfully reached Hotels.com by calling +46 851 761 615 phone number 0 0 users reported that they have UNsuccessfully reached Hotels.com by calling +46 851 761 615 phone number

Sweden

+41 445 118 477
+41 445 118 477

Click up if you have successfully reached Hotels.com by calling +41 445 118 477 phone number 0 0 users reported that they have successfully reached Hotels.com by calling +41 445 118 477 phone number Click down if you have unsuccessfully reached Hotels.com by calling +41 445 118 477 phone number 0 0 users reported that they have UNsuccessfully reached Hotels.com by calling +41 445 118 477 phone number

Switzerland

+90 212 375 5226
+90 212 375 5226

Click up if you have successfully reached Hotels.com by calling +90 212 375 5226 phone number 1 1 users reported that they have successfully reached Hotels.com by calling +90 212 375 5226 phone number Click down if you have unsuccessfully reached Hotels.com by calling +90 212 375 5226 phone number 2 2 users reported that they have UNsuccessfully reached Hotels.com by calling +90 212 375 5226 phone number

Turkey

+20 800 844 1089
+20 800 844 1089

Click up if you have successfully reached Hotels.com by calling +20 800 844 1089 phone number 3 3 users reported that they have successfully reached Hotels.com by calling +20 800 844 1089 phone number Click down if you have unsuccessfully reached Hotels.com by calling +20 800 844 1089 phone number 4 4 users reported that they have UNsuccessfully reached Hotels.com by calling +20 800 844 1089 phone number

The Middle East

+27 214 277 778
+27 214 277 778

Click up if you have successfully reached Hotels.com by calling +27 214 277 778 phone number 1 1 users reported that they have successfully reached Hotels.com by calling +27 214 277 778 phone number Click down if you have unsuccessfully reached Hotels.com by calling +27 214 277 778 phone number 0 0 users reported that they have UNsuccessfully reached Hotels.com by calling +27 214 277 778 phone number

100%
Confidence score

South Africa

+86 400 991 1014
+86 400 991 1014

Click up if you have successfully reached Hotels.com by calling +86 400 991 1014 phone number 0 0 users reported that they have successfully reached Hotels.com by calling +86 400 991 1014 phone number Click down if you have unsuccessfully reached Hotels.com by calling +86 400 991 1014 phone number 0 0 users reported that they have UNsuccessfully reached Hotels.com by calling +86 400 991 1014 phone number

China

+852 30 774 856
+852 30 774 856

Click up if you have successfully reached Hotels.com by calling +852 30 774 856 phone number 0 0 users reported that they have successfully reached Hotels.com by calling +852 30 774 856 phone number Click down if you have unsuccessfully reached Hotels.com by calling +852 30 774 856 phone number 1 1 users reported that they have UNsuccessfully reached Hotels.com by calling +852 30 774 856 phone number

Hong Kong

+91 124 487 3878
+91 124 487 3878

Click up if you have successfully reached Hotels.com by calling +91 124 487 3878 phone number 5 5 users reported that they have successfully reached Hotels.com by calling +91 124 487 3878 phone number Click down if you have unsuccessfully reached Hotels.com by calling +91 124 487 3878 phone number 2 2 users reported that they have UNsuccessfully reached Hotels.com by calling +91 124 487 3878 phone number

43%
Confidence score

India

+81 367 438 541
+81 367 438 541

Click up if you have successfully reached Hotels.com by calling +81 367 438 541 phone number 2 2 users reported that they have successfully reached Hotels.com by calling +81 367 438 541 phone number Click down if you have unsuccessfully reached Hotels.com by calling +81 367 438 541 phone number 1 1 users reported that they have UNsuccessfully reached Hotels.com by calling +81 367 438 541 phone number

33%
Confidence score

Japan

+65 68 185 638
+65 68 185 638

Click up if you have successfully reached Hotels.com by calling +65 68 185 638 phone number 17 17 users reported that they have successfully reached Hotels.com by calling +65 68 185 638 phone number Click down if you have unsuccessfully reached Hotels.com by calling +65 68 185 638 phone number 1 1 users reported that they have UNsuccessfully reached Hotels.com by calling +65 68 185 638 phone number

89%
Confidence score

Singapore

+82 234 800 145
+82 234 800 145

Click up if you have successfully reached Hotels.com by calling +82 234 800 145 phone number 0 0 users reported that they have successfully reached Hotels.com by calling +82 234 800 145 phone number Click down if you have unsuccessfully reached Hotels.com by calling +82 234 800 145 phone number 0 0 users reported that they have UNsuccessfully reached Hotels.com by calling +82 234 800 145 phone number

South Korea

+54 115 354 2374
+54 115 354 2374

Click up if you have successfully reached Hotels.com by calling +54 115 354 2374 phone number 0 0 users reported that they have successfully reached Hotels.com by calling +54 115 354 2374 phone number Click down if you have unsuccessfully reached Hotels.com by calling +54 115 354 2374 phone number 0 0 users reported that they have UNsuccessfully reached Hotels.com by calling +54 115 354 2374 phone number

Argentina

+55 114 700 2083
+55 114 700 2083

Click up if you have successfully reached Hotels.com by calling +55 114 700 2083 phone number 1 1 users reported that they have successfully reached Hotels.com by calling +55 114 700 2083 phone number Click down if you have unsuccessfully reached Hotels.com by calling +55 114 700 2083 phone number 0 0 users reported that they have UNsuccessfully reached Hotels.com by calling +55 114 700 2083 phone number

100%
Confidence score

Brazil

+54 551 500 1057
+54 551 500 1057

Click up if you have successfully reached Hotels.com by calling +54 551 500 1057 phone number 0 0 users reported that they have successfully reached Hotels.com by calling +54 551 500 1057 phone number Click down if you have unsuccessfully reached Hotels.com by calling +54 551 500 1057 phone number 1 1 users reported that they have UNsuccessfully reached Hotels.com by calling +54 551 500 1057 phone number

Mexico

+44 203 564 5228
+44 203 564 5228

Click up if you have successfully reached Hotels.com by calling +44 203 564 5228 phone number 18 18 users reported that they have successfully reached Hotels.com by calling +44 203 564 5228 phone number Click down if you have unsuccessfully reached Hotels.com by calling +44 203 564 5228 phone number 18 18 users reported that they have UNsuccessfully reached Hotels.com by calling +44 203 564 5228 phone number

Other Countries

+1 (214) 361-7311
+1 (214) 361-7311

Click up if you have successfully reached Hotels.com by calling +1 (214) 361-7311 phone number 0 0 users reported that they have successfully reached Hotels.com by calling +1 (214) 361-7311 phone number Click down if you have unsuccessfully reached Hotels.com by calling +1 (214) 361-7311 phone number 0 0 users reported that they have UNsuccessfully reached Hotels.com by calling +1 (214) 361-7311 phone number

More phone numbers