Hotels.com
reviews and complaints

01/14/2020 at 1135 am I called 800-804-587-7148 to cancel a reservation, your employee told me that your system was down but could transfer me to booking, Com 805-435-4985 and they could return my deposit.
I spent over an hour on the phone with them, they said they could return my deposit right into my checking account. I was told if I allowed access to my phone via Venmo they would set up Zelle for me.
As I watched my phone, I saw them enter a variety of numbers. I became suspicious and logged onto my bank from another computer. I saw where they had transferred money out of my saving to my checking, they first transferred $800.00 and then $499.90.
I immediately turned off my phone, had to go to the bank and close that account.
Since Friday 01/14/2022 I have been trying to call Hotels's800-695-5164 and only hooked up with talking computer who could not connect me with a live person.
Called 860-500-4141 from your website to speak to an agent, number disconnected.
Called 888-734-8503 01/19/2020 was transferred to a talking computer again and told they could not help me and hung up and me.

I expect a phone call from your fraud department before I contact and file a complaint with the State of Nevada Attorney General's office, and Las Vegas Police Department cyber-crimes, the FBI cybercrimes, the BBB.

loss:
Hotel. Coms confirmation # [protected], paid through PEN FED Visa on 01/03/2022
$398.32
Venom thru Booking .com and hotel.com, YOUR BOOKING AGENT
who started this crime by the initial transfer!
$899.99 plus $490. fir a total of: $1389.99

Joe Dahlia [protected]

We were unable to attend our booking [protected] so cancelled within the cancellation timescales, for which a refund was received for the cash element.
Despite speaking to your helpline, emailing on many occasions, the voucher has still not been refunded. This has been going on for weeks now and is completely unacceptable. I have committed too much time to this already, and it needs resolving urgently, so I can book a much needed break for my wife and I. You can also contact me on [protected]. Thank you
Danny Nield [protected]@hotmail.com

Hello,

I have already sent many e-mails to Hotels.com about this issue and they have not solved the problem.
Note I have booked a room at Flag Hotel Porto maia. When I got there, the hotel was CLOSED.
I have called the hotel by the number listed on booking and google and nobody replies
I have filmed it and sent to Hotels.com (Please note there is even a paper mentioning the hotel was closed)
Please note after trying to contact the hotel and Hotels.com, I had to book another hotel for the same night IN THE SAME TOWN using Hoteis.com
If you do SEARCH CARREFULLY you will note there are TWO flag Hotels in the same region... But note the address of the Hotel I have booked with is completely different than the other one that still receiving guests.
PLEASE NOTE THE ATACHMENTS

Hotel name: Flag Hotel Porto Maia
Check in date: 16/10/21
Check out date: : 19/10/21
Confirmation number : [protected]

I would like some help and advice regarding a booking i had made via Hotels.com at the Corendon Village Hotel Amsterdam.
I made the booking 29/10/2021 with travel dates if 29/12/2021 - 04/01/2022. As the Netherlands are now in Lockdown due to Covid 19, and the hotel spa, dining and shop facilities are all closed. The trip was pre paid, i tried to cancel the booking, i was originally advised by hotels.com to call back on Monday morning (as i contracted on a Saturday) when the refunds team would be in who would process my refund. Hence i got back in touch on the Monday only to be told that i was now only entitled to a change of dates by the hotel, as it was a non refundable room. and that this was an option until 28/12/21.
I took a few days to consider my options, i tried on 25/12, 26/12 and 27/12 to contact hotels.com, all agents kept leaving the chat and not responding. On 27/12 i spoke to an agent who said they needed to email the hotel with the request (all other correspondence was direct on the telephone with the hotel). I raised my concerns that the offer of date change was only valid until 28th, their reply was 'i hope the look at it soon!'.
I received a reply on 01/01/22 to say my request has been denied. I have now lost £441 and feel i have totally been let down by Hotels.com and they made each attempt very difficult. I do feel that given the country is in lockdown and that all leisure and dining facilities are closed in the hotel, that they can not fulfill the service i paid for and that i should be reimbursed.

Hotels.com confirmation number [protected]

Check-in Saturday, December 11, 2021 (3:00 PM-1:00 AM local time)

Check-out Monday, December 13, 2021 (Before 11:00 AM local time)

Your stay 2 nights, 1 room

Hotel Name: JFK Rockaways Inn

I made the above booking through hotel.com and paid them in full. However, on getting to JFK Rockaways Inn around 9:30pm. The hotel told me they don't have any room available. The hotel went on to tell me that they had already informed hotel.com about this in the afternoon of my check in day, but Hotel.com did not contact me to inform me of this development.

Moreover, I placed a call to hotel.com to inform them that my booking has not been honored by the hotel. They started giving me one excuses and the others. I asked why they didn't inform me that room is not available at the hotel after they have taken money from me, because the hotel called to informed them earlier on that day. They did not give me any clear response to those questions. They then told me they would look for another hotel for me and that they would call me back. I waited for them to call me for about 2 hours, and now it is around 1:30am. I called them again they started asking me the questions all over again and that they did not see any notes on my account to indicate I had issues with my booking. I had to go through this with the new customer representative again. The call ended and I had to start all over again with about 3 different ones.

Eventually, at 4am in the morning after waiting for 7 hours to check in to my paid for room, talking to different people on hotel.com customer service team. They told me they have found another hotel for me and it is about 25 minutes drive from JFK Rockaway Inn hotel where I am current standing. The new hotel name is Anchor Inn.

I arrived Anchor Inn around 4:40am in the morning. The hotel told me they got two rooms left but they haven't seen any reservation from hotel.com. I showed Anchor Inn Hotel the new reservation that was sent to me by hotel.com. Anchor Inn insisted on getting their own confirmation in their own email or system. I then placed a call to hotel.com, the person I first spoke with has no idea where I was, and asked me to narrate the story from the beginning. I eventually spoke with a lady who told me to give her some minutes and that she would like to speak with the hotel to know what happed. They Anchor Inn hotel again insisted that they would not check me into their room until they receive their own confirmation even after speaking with Hotel.com staff. I had to wait for about 2 hours before I start calling hotel.com again. The time is now 7:30am in the morning.

Finally, the Anchor Inn informed me they just received confirmation from hotel.com, and that was at 07:40am in the morning. I was given key to check into the room. It was now 10 hours after I arrived JKF Rockaway Inn.

I checked in into Anchor Inn hotel 10 hours few minutes after I arrived JKF Rockaway Inn Hotel where I had my original booking losing one night of the booking. I stayed in Anchor Inn for one night and I checked out on the 13th December 2021.

I am now demanding for a refund for 11th December night and my Uber transportation charges. I took Uber from JFK Rockaway Inn to Anchor Inn costing me $41.

Hotel.com are saying they will only give me coupon for my 11th December night and are happy to refund my Uber fair into my bank. I disagree with this. I don't want any coupon from Hotel.com. I want a full refund of my 11th Dec night and Uber fare to paid into my account. I am ready to push for compensation for the stress I experienced during this ordeal if they did not refund my fund back to me on time.

I received a email from my PayPal account
[protected]@gmail.com
On December 5, 2021 for $208.86.
Transactions #
83B227017U245783A
I did not make this transaction
I called customer service today and spoke with a nice representative Alex. He gave me a case #
[protected]
He wanted me to get a black dispute card from Target asap. Unfortunately, that's difficult for me because of the holidays and I have Multiple Sclerosis, in a wheelchair, and have to take special transportation with a caregiver. Please help me resolve this problem . Thank you for your kindness and consideration

I used hotels.com exclusively in 2021 knowing I'd get my free advertised stay on the 11th booking. I used hotels.com app all year and when I made final reservation. To my surprise my credit card was charged. I called [protected] and was told I used different email so they didn't give me the credit. I checked my hotels.com account information and just like the previous 10 reservations, the account information is correct. [protected]@gmx.com [protected] I contacted virtual chat but might as well been conversing with an alien. The 45 minute chat did not track. I got a no response

I'm having problems the front desk of the hotel that I have a room at seigen ln baton rouge la. They didn't want to take me out if FEMA also didn't want to give me my mail

I have just spent 45 minutes of my life that I will never get back trying to change 2 bookings. A simple exercise you might think.
1. Change date from one night January to one night March
2 change another booking in January to another one night booking in March.

Bot manger to cancel a booking but not give me the option to change.

Eventually got through to (what I assume to be a person) thought I wanted to change my booking to 2 months in the Hotel. Continually questioned why/what I was doing, continually asked for confirmation of booking references, all given, but still questioned. Continually questioned the date changes. Ie., give the date and month ……when asked for confirmation numbers harassed me to do it quicker and eventually left the conversation because I didn't reply in a nano second.

Clearly the CS staff have an agenda they work too, which is to confuse and harass, doing anything they can to stop you from changing a simple booking to another date.

Disgusted with Hotels.com and will never use them again.

Cut and pasted this post onto social media, don't use them people

I have filed a complaint with the Better Business Bureau, Hotel.com, left a horrible review on your company website, and now sending my complaint. Even according to your own website, which I attached a picture of where it says THIS PROPERTY IS A SMOKE FREE PROPERTY. I have never in my life stayed in a hotel like this before. I will never stay at this hotel again. I have friends and family that live in this area, and I promise you they will tell others NOT to stay there ever. The hotel seriously needs an update. Your bedspreads look like they are turning yellow.

To Whom it May Concern: I stayed at your Express Inn & Suites in Palestine, Texas for the weekend 12/3/21. I will never use Hotel.com or ever stay at your hotel again. At first Hotel.com booked me a smoking room, I honestly thought you could not stay in smoking room anymore. The person that checked me in lied to my face. I asked her if the room was clean and not smell like smoke. I walked into the room, and I could smell was the smoke. I ran 1 errand before I "stayed in the room" for long. I went to ask if there was another room, because I have medical conditions that it would have been hard for me to stay in that room. I went to get my stuff out of the smoking room and moved into another room. (By this time, I was already wishing I had NOT even booked this room). So, she moved into another room. She didn't tell me that housekeeping would be coming by early in the morning, okay it was around 9 am. I honestly didn't think that they would be coming by that early because checkout is 11. After getting woke up by housekeeping, I got up and started my day. When I got back to the hotel, my plastic card would not open my door, so I had back down to the office, and have my key reprogrammed. I was told if you are not in room throughout the day, this happens. OKAY I HAVE STAYED AT OTHER HOTELS IN THE PAST, and never in a million years have I ever heard that. When I got back into the room, I felt really like someone had been in my room. I went to lay down and found a LONG black curly hair on my pillows; no one I was around on Saturday has LONG black curly hair. The people staying at the hotel was so loud Saturday night, partying and BBQ. I didn't think hotels ALLOWED BBQ grills to be used outside. This group of people had so many people at their room, I could not park in front of my room. Sunday morning, I got up around 8am, got dressed, put everything back in my car, and then I checked out of the hotel. I told the person that was working on Sunday, thank you for the WORST stay in a hotel that I have ever had and walked out. I have family and friends that in the area, I honestly should have stayed with them because of this hotel. There is rust all over the fridge, I was going to get some things to put in there for snacks and drinks, which I am grateful that I decided not because I would be afraid of catching something.

Hotels.com claim that they have a price match policy where they will honour your lower pricing if you find one. I found on on nov 12. They confirm that they will refund the difference of 181 pounds 72 hours upon check out. See e-mail. I follow up 72 hours upon check out and they say they can't do it because the hotel doesn't agree to it. Confirmation e-mail says nothing about hotel confirming to agree to that policy. It is a hotels.com policy and not a hotel policy and hotels.com should refund it

I have called over fifteen times trying to get this resolved, but no one, not even a supervisor, will take care of. Upon making my reservation, I was to enter a code that would give two stamps for every night of the stay, yet there was no place to insert the code. I am trying to get the code instated, but instead I am getting the run around. Now, I am being ignored and placed on hold for long periods of time instead of resolving the issue. I have been calling since 11/28 - to current.

The company sent an advert for a Black Friday deal. But the code was not admissible based on the websites opaque design that deceives customers. Don't use this company. The customer support is non existent and even has the audacity to suggest that Hotels.com does not have a complaints department. I was cut off from a conversation once and was not dealt with with in a proper manner. I mean what company would be allowed to operate!

I Booked a hotel reservation for Radisson Blu Downtown Minneapolis only to have it change completely to the Royal Sonesta Hotel, a difference of almost 10 miles, that, changes my weekend plans entirely. Called customer service and all they can do is cancel which will result in my having to pay for a night either way. No refund offered for false advertisement

I made a reservation with Hampton Inn in Chicago. When I saw the price of $192.30 I went on to cancel my booking. I hit the cancelation button several times and kept receiving an error. I was under the impression that nothing was booked. I never received a confirmation or cancelation email. I went on to book two other hotels but had to cancel those. I received confirmations and cancelations emails. I went on my trip to a funeral with another reserved hotel. When I returned home I noticed the money had been taken out of my account. After three tries to get my money back speaking with several agents and providing the charge I still was unable to get my money back. I have asked several times to speak with a manager and I've been told one will call me. I have received no calls from a manager. I am on disability and I don't have that money to give away. I feel this company is being unfair. I would not have just not shown up knowing I would be charged for the hotel. That's why I immediately hit cancel when I saw the price. I would not keep calling to get my money back if I felt that I did not try to cancel this booking. By not receiving the emails I did not know the room was still booked. I need that money for medication. I am asking you to please refund my money. I have no other money until the end of the month. During these trying times with COVID, money can not be wasted. Please, I am asking you to return my money.

I was given a coupon for my hotel I booked that was cancelled due to covid 19 I have been trying to re book this hotel for 6 months now and have not receive any results from the customer support, I have been lied to, ignored and mislead and my coupon is 2 months away from expiring and I am still without help from anyone.

I have contacted several agents and been promised what I am trying to do is possible and can be booked.

I want to book for April next year and use my coupon now yet it will not work, I need an answer or a refund but now no agents will respond to me clearly trying to scam me out of my money, unacceptable and it I'll be making a further complain to the board.

I reserved a recent stay at an Israeli hotel using my laptop browser. I was quoted a price. I notified friends who would be joining us, and they reserved the same hotel, same dates, same room, same price with one exception. They used the hotels.com app on their mobile device. They received a 10% discount in the process.

It appears that this is their policy, and is unfair to registered members. The hotel is not responsible for this inconsistency, and hotels.com is unconcerned.

My complaint: Reference number. [protected]
Ramot Resort Hotel October [protected]
my cost 2, 637.21 Israeli shekel + 17% VAT. Our friend's cost was the same as ours, but they recieved a hotels.com 10% discount which, in effect resulted in their booked price as having included VAT.

I booked 4 nights at La Quinta Inn in Austin TX, May 20-24, 2020. That booking was not kept due to COVID. I have been attempting to have at least a portion of $538.22 refunded to me for about six months now. I am continually being told that hotels has been unable to reach me. This is an outright lie. No one has called. Period. Now I'm being told the refund has been approved but I STILL need to talk to someone from hotels but I'm allowed to call that person. He or she must call me. Again, there have been no calls this entire time I've been working on this. I'm exhausted from all these attempts and beyond frustrated and angry. I am prepared now to seek help from any consumer and/or legal channels if this is not resolved by the end of this week, November 5, 2021.

This is about my Hotels.com itinerary [protected]. I left the Hyatt place hotel after staying there for one night( booked for 10 nights) because the hotel room smell really bad and the service was very poor. I contacted hotels.com rep and I was told I will get a refund for 9 nights but the hotel will charge me 1 night extra as a penalty (which they charged me separately). I left the hotel based on the information hotels.com gave me about cancellation policy. I still did not get my refund. When I called hotels.com for a refund, I was told the Hyatt Place will not refund.
I hold hotels.com responsible for providing me incorrect cancellation information. I would not have left the hotel if it was non refundable. I stayed 1 night and I paid for 11 nights which is not fair.
I would very much like the hotels.com to provide me with a refund as it is entirely their fault.

On September 7th 2021, a review by Erica was posted on your website Hotels.com for the Heliotrope Hotel.
Erica never stayed at the Heliotrope Hotel.
Erica made a reservation, cancelled it for a full refund 2 full days before the reservation start date.
Please remove her review effective immediately.
Proof of claim available immediately upon request.