Hotels.com
reviews and complaints

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.

I had booked through hotel.com one night for one twin roomat Macdonald Windsor Hotel, Windsor SL4 1LH on Thurs 7th October. Booking reference is [protected]. When we got there, the hotel was closed up and, having rung reception, was told this was due to an outbreak of Covid. We were NOT informed beforehand either by hotel.com or the hotel so we had to find another hotel for the night. I have tried without success to contact hotels.com for my refund of £179.10 without any success. All I got told by the virtual voice was that any cancellations have to be made no less than 24 hours beforehand BUT we did not cancel. iT WAS THE HOTEL that did this.

When and how am I going to get my refund? Ther is no snail mail address for Hotels.com apart from in Texas! I demand that I get a refund or else I shall take this further. What disgusting treatment I have received from this company. Sarah S. Goudge.

My booking was cancelled due to Covid. I received a voucher which is not being updated by Hotels.com. This means that I can't spend my 2, 000 USD - which is still outstanding.
Hotels.com is not willing cooperate and makes me contact their web chat to ask them to make the booking. The team on the chat can't do this. Their ‘help line - team' on Twitter can but they are not getting back to me the moment I ask them to help me due to voucher issues.
Their attitude toward me as a customer is so bad -it is at a whole different level. At the end of the year my ‘voucher' expires and it looks like Hotels.com is stalling te conversation as long as they can so they won't have to pay back my money.

I am writing to complain about the very poor service I have received and the fact I have lost £168 due to covid lockdown and hotel.com retaining my money and to ask for your help in resolving my issue.
In January 2020 I booked a room for 2 nights at The Park Regis Hotel Birmingham staying from April 17 - April 19 2020. I used Hotel.com to secure this booking.
Following the coronavirus outbreak I was forced to cancel and they issued me a voucher for the value of £168 voucher number: [protected]
I rebooked the same hotel Park regis for April 2021 - April 16 - April 18 2021 . I used my voucher and paid an additional £50. I redeemed the voucher but did not get to stay at the hotel because of a second wave of the virus.
The resulting lockdown in the UK meant that I once again had to cancel as the hotel was closed in April 2021 and I received a refund of £50 but did not receive a voucher. I do not know why as I received a voucher the first time and the reason was exactly the same. I was upset about this and contacted Hotel.com to question why.
I contacted customer service and asked why I had no voucher and they gave me a reference number : S - [protected] to quote when I called [protected] when I was ready to rebook.
I have attempted to rebook and have been told I cannot use the voucher . I know this as I do not have a voucher. I am very concerned that they have withheld £168 of my money and are now not refunding me or offering a new voucher. What is the meaning of the reference number? I was told the reference number would secure the release of my £168.
Please can they either refund my money or provide me with voucher as a matter of urgency.
I am travelling with friends.
My friend Mr Peter Aston is meeting me in Birmingham and has been booked in the same hotel on the same dates in April on both occasions. They did send him a voucher - but not me - why?
He received a voucher and has now rebooked for 3 December 2021.
I want to book for 3 December - 5 December 2021 at The Park Regis.
I have been offered a phone number to contact them on [protected]) but it is not a real phone number and when I call it is not possible to be connected. This is such dreadful service. They also have £168 of my money with no apology or reason.
They are saying I cancelled the booking- but I did not choose to cancel the hotel was closed due to lockdown.
Please can you help rectify this situation as soon as possible.
Regards,
Anne-Marie Francis
[protected]

no breakfast was provided

there was no oven in which to cook food, there were no restaurants open in the WHOLE town

As hotel had not received any payment from hotel.com, I had to pay twice for the same room. €94 to hotels.com several days prior to my arrival and €78 to the hotel.

2 rooms were booked in March 2020. However due to the corona virus pandemic the celebrations did not go ahead as UK were in total lockdown. I have been emailing hotels.com for over 10 months trying to get a refund. On 12 September I was told I would have a full refund by today, but have been told today no refund will be forthcoming. All i want is my money back for a service I did not receive

I needed to speak to them, to report a dangerous situation at one of the hotels. I was online waiting. Then, when I finally spoke to someone, they did not understand English, so I asked for a manager. I waited for 28 minutes, before giving up. I phoned again the next day, same situation, was promised the manager in a minute, and instead, was kept on, with no further communication, for 58 minutes. Just a dreadful company. Really terrible.

Stayed at Bosworth hotel and spa at the start of this month. We were given a room that was beside a wedding reception. The music was loud, the room vibrated and this went on till 1am. I complained to the hotel who said they could not do anything I would have to contact hotel.com. I contacted hotel.com who said it was the hotels who would give a refund. They tried to contact the hotel once at night even after I told them to contact them during the day which they did not and have just ignored me since.

Dear Sir/Madam,

I am writing you about a complaint regarding the treatment of the park tower in London. In the past 16 days i have made a routine of calling the house keeping and reception to constanly remind them to clean my room and have suggested to set a timer to clean my room which have been implemented. It been contstant matter where I talk to the duty manager and the reception to constanly remind them to send someone to clean my roomI have paid a substansial amount to recieve the comfortness and the treamtent of a 5 star hotel. On the contrary, the treatment that i have recieved was nothing short of horrible. I hope to recieve a full refund of the rest of my stay.

Regards,
Abdullah ALDABBOUS

I booked a hotel through Hotels.com for New Orleans, LA. Then Ida storm hit so I called hotels.com to change the date of travel still staying at the same hotel. Unfortunately, with the date change the hotel was not available. The hotels.com rep told me I would not be charged and would get a refund and I can then book another room at another hotel. However, he said it would take 5 business days. I then got an email before the original date of travel telling me my trip was still on so I called and spoke to another agent saying this should have been cancelled. The rep kept reading from a script. This time I did get her name Erlyn Andrade and she promised to get it taken care of and that I shouldn't be charged however, the hotel would be the one to cancel. She said she would be sending an email to the hotel for free cancelation. I asked to speak to her supervisor Marcus Gamalado however, she said he was not available and wouldn't put him on the phone. She promised I would get a call in 24 hours. I didn't get a call back so I followed up with an email. I heard back from her manager telling me I have to call the hotel myself so they can cancel it. I called the hotel and unfortunately, they couldn't even find my reservation. I emailed Marcus back explaining this and never heard back. The reservation is still on my account on hotels.com saying I would be charged $200 to cancel. I can't get get help even though I have done everything I can to get it taken care of.

Good evening

I am still awaiting a refund that they inform me is still being processed.
This week passed 21 days

Thank you fir support
Yvonne Litterick

We booked two double rooms with hotels.com at the trearddur bay hotel on Anglesey and they have charged us £134.10 each. The confirmation has now come through from the hotel for our stay this coming weekend- 18 September and their invoice states the charge is £109.97 per room. Absolutely disgusted that hotels.com have overcharged is by £24.13 each and cannot get a reply from them at all.
Lynda crutchley/Richard Wolstencroft

On 8/20/21, I booked two rooms through Hotels.com, one under Cathryn Tweedy and one under David Alonzo. I was charged $93.11 for each room, for a total of $186.22 When we checked into Stoney Creek Hotel Quad Cities electronically on 9/8, I was charged another $78.24 on my credit card, and when David checked in he was charged $78.24 on his credit card by the hotel. I have called Hotels.com on 9/6/21, 9/8/21, 9/10/21, 9/13/21 and 9/14/21 and all five times was promised a call back by he manager. I emailed in both my and David's receipts (attached) of payment from Stoney Creek Hotel on 9/8/21 and have requested a refund back to my card in the amount I paid Hotels.com ($186.22, $93.11 for two rooms). I still do not have resolution to my problem, and have not heard back from a manager as requested.

We booked to stay at a hotel in guernsey with four friends in May 2020. Due to the pandemic, the trip was cancelled by Hotels. Com and we were told the very strict procedure for applying for a full cash refund. We did exactly as we were instructed. Our friends were all given a full cash refund immediately, and we were given a voucher, and after trying to get a refund numerous time see gave up and reluctantly accepted. The expiry has now been extended to Dec 2021. On trying to book the same hotel, there is NO AVAILABILITY before the expiry date .We we're promised a cash refund when this became apparent during a telephone call, but despite NUMEROUS calls and promises that we would receive our money in the next few days, we still have no refund. My latest call today saw the operator speaking to her supervisor who was adamant a refund was not possible as we had a voucher( despite the fact it cannot be used and is worthless ) . I asked to be put through to refund dept/manager/supervisor to be told this was not possible and I could not speak to anyone else who could help. I have phoned the hotel directly who were appalled that hotels. com had not returned our money. Our booking reference is [protected] and our case number is [protected]. I cannot believe we haven't even had the courtesy of an email. So we are in a position where we have a voucher we never wanted which is not worth anything, but being refused a refund because we have it! Madness and frankly disgusting . Please help, I think our only other option is taking a legal route through the small claims court . This has now become a matter of principle as the customer service at Hotels.com when things go wrong I'd frankly a disgrace and it seems the customer is powerless

Please be aware that if you purchase gift cards for someone as a gift, they can only enter one gift card number per trip. I was given four $50 gift cards and expected to use them on one stay as a combined $200 but was shocked when I found out that I needed to ask the person who gave them to me for the reciept in order to use them all. I was also shocked when I was hung up on by the customer service agent. When I tried the online help they directed me to an email address to help me. I emailed them but got no response. I would recommend not falling prey to their gift card scam they have going. It is more of an inconvenience for you and the person you are gifting.

I booked my room to Butterfly Boutique Hotel on the 2nd September (confirmation number [protected]) for 5 night starting from the 4th of the same month.

Once arrived at the booked hotel Butterfly receptionist told me hotels.com didn't send them the reservation for my room and at the moment they didn't have any free room, so they relocated me to a different hotel Amphitryon Boutique Hotel which of course I didn't choose.
After waiting at the least 30 minutes I went to the new hotel.

The lady at the reception of Amphitryon told me they even didn't have an available room but they would have given me the suite, but in case the would have needed it, I would have to change the room again. At this point I expressed all my disappointment as I was in the city just for 5 night and I was not happy to pack again my things to change the room. I was really impressed to her rudeness. She made a phone call talking loud and in Greek which I was not able to understand, and still at the phone she threw on the desk the keys of a regular room and a paper with wifi information.

The attitude of this girl (I don't know the name but she was the only lady at the reception during my stay) was unaccettable when after a few days I went gently complainting I was missing a card of mine that I put in the power switch to keep the room refrigereted for the moment I would came. She replied with these words "It's your fault" if the housekeeper took the card because you are not suppose to keep AC on when out. I was speachless of her attitude. After paying a room I think It's my right to decide to keep the AC on even more It's not possible to hear these words as a paying guest, I took the chance also to explain her how she treated me the first night was not nice and instead of apologize she kept her way of acting.

By the way she called the 2 housekeepers to ask if they took my card, but of course they said they didn't take anything.

I felt humiliated and not welcomed at all, I will never come back and if hotel.com doesn't find a solution to compensate my unhappy stay I won't even choose this website again, and inform people of how I have been treated.

I didn't mention I was missing paper toilet (I asked the second night for it) and condition of the balcony was disgusting as one chair was full of hair as por picture attached.

The worst experience ever. Hotel & Tru by Hilton oversold the room, cancelled my reservation without any notification.

I booked using Hotels.com, they confirmed the reservation number [protected]. I drove 7 hrs. with two kids to arrive at the hotel, when trying to check in they told me the reservation was cancelled. Nobody called me from Hotels.com, all the email received was to check in "contactless", True Hotel did not call me either. They did not care about the kids or anything. I contacted Hotels, waited an hour in line and they did not provide any solution. They did not know my reservation was cancelled, when they called Tru by Hilton they confirmed it was canceled, they tried to relocate me to another hotel and all hotels around were sold out. All they offered was $25 credit. I told them I did not care about the money; I needed a room for my family. After an hour of waiting Hotels did not do anything for me and my family. I had to contact at least 10 different hotels in the area, found a room available 1hr away from the location I needed.

Tru and Hotels.com did not show any care for the situation. A family trip that was supposed to be to enjoy the weekend ended up being a disaster and nobody cares. Hotels charged my credit card and two days later gave me a refund. BUT if it was my fault for sure they would charge me for one night and I did not have a right to claim anything, BUT it was their fault and all they did was to refund the money.

I really need somebody to contact me and explain to me why this thing happens. I personally won't use this app/platform again and will provide feedback everywhere to make sure nobody uses it.

Hello there: I'm Serag
I booked a hotel through Hotel.com web site
Went to the hotel in time.. Found no booking for me.. The Hotel changed its name since 1 year.. And they now not accepting bookings through the internet..and told go police and ask them for your money..talked to them many time but in vain...they told we will see.we will discuss...i feel they are not serious in returning my mony
Confirmation nu: [protected]
Reservation From aug 4.. To aug 7
[protected]@gmail.com
Tel: [protected]

Arrived exhausted in Las Vegas and opened Hotel.com app on my phone. Found a hotel and the app said I could make a reservation and NO MONEY WOULD BE CHARGED TO MY BANK CARD, AS I WOULD PAY AT THE HOTEL.
Within 5 minutes, a $487 debit showed up on my bank account. As that was directly the opposite of what they said, I said I wanted to cancel the reservation. Now all of the sudden, the reservation became a "Booking" and if I wanted to cancel a "Booking", the hotel would keep half of what i was charged, unless I called the hotel and they agreed not to. I called the hotel and they had no record of any reservation and said I would have to deal with Hotel.com. Hotel.com has NO HUMAN TO EVER TALK TO, and they claim it's the hotel keeping your money, when it's them. I was not suppose to be charged a penny, and now it will be up to "review" and that will take 10 days. I have an email from them saying NO MONEY WOULD BE WITHDRAWN from my bank account and yet $500 was grabbed instantly. I think it may need to be class account suit time. These people are theives. DONT GIVEC THEM YOUR CREDIT CARD NUMBER!