Hotels.com
Reviews and Complaints

I made a booking of several rooms and had free cancellation.
I received ONE booking confirmation for ALL the rooms. Unfortunately I had to cancel the entire trip. I cancelled all the rooms individually and received ONE cancellation confirmation. Because of a glitch in Hotels.com system I was still charged for all the rooms but one. About €300! This is completely unacceptable. I am highly disappointed.I have tried over and over to contact someone and no one responds. They just push me off to someone else. You can even contact the hotel and see that no one checked in. I cancelled WEEKS before the trip as well! Here is the info: Booking #: [protected]
Check-in date: 13/05/2017

We had reservation nbr 9218953 in the name M G Gardlund for 2 nights arr 22/07/2017 and departing 24/07/2017. We prepaid GBP 218. The room nbr was 279

Egen getting to the room in the evening we found IT well below acceptable standard.
We have the following complaints
- The room was not cleaned properly, lots of dust and particles on the floor
- the room was stinking of old cigaretter smoke, a person could not sleep in that smell
- the TV was not working
- there were No bedsheeting in the beds
The reception was closed. We finallåt hot bedsheeting.
After We sen the mess in the room We hot hold of a junior person of the staff and returneras the key within 30 minuters after We have den the room
We want to be refunded with Heat we paid, GBP 218

I booked a room at Holiday Inn express through Hotels.com for one of our family vacation for four nights. Something came up and we had to check out a day early. I brought it up with Holiday Inn Express as soon as I knew about our early check out and they asked me to call Hotels.com.

I called them and hotels.com said everything is taken care of. After couple of days found that the hotel charged me for the night I didn't stay. When I called the Holiday Inn Express, they asked me to call Hotels.com and they will fix it. Hotels.com directed me back to Holiday Inn Express again.

This has been going on for two weeks now, neither Holiday Inn express nor Hotels.com, refunded my money so far.

This was my first time using Hotels.com, and it has been very unpleasant. Same with Holiday Inn express. I am really disappointed at hoe such big brands can get away with such unpleasant experiences. Lesson learned for me, never stay at Holiday Inn and also never use Hotels.com to book a hotel.

They have all my belongings and will not let me get it I have my cousins clothes shoes fishing poles etc in that room they keep telling me I have to wait until the housekeeper gets back because she is on vacation then they also told me they don't know where my stuff is I wanna file a complaint and file charges on them for theft of property because its against the law for them to hold my stuff

I reserved a room and my money was taken before I could log off no way to cancel if I found a better deal. The listing for the hotel I choose was a LIE the hotel was a very dangerous setting and nasty and dirty they advertised free parking which was a lie in fact I had to pay 32 bucks for parking for a day and a half which was 6 blocks away the hotel had parking they used it for there own use like to rent out expensive cars for $1600 for 24 hour usage they're were drugs being offered and sold at the hotel. I called and complained about the hotel instantly and was told they would cancel my next day stay but I would be responsible for paying for another night somewhere else. I drove 13 hours to Miami and did not get to sleep or wash for 2 days. The hotel cut the AC off in the middle of the day and had my friend not almost pass out and I had to run get ice we would of never known. Hotels.com called me after days of my first compliant and they were very rude I would the world to know who your dealing with. Also the hotel took a $50 deposit off my card that I never received back I paid $213.00 for two nights of HELL paid $32 to park 6 blocks from my hotel and allowed the hotel to keep my deposit of $50.00 I plan to take them to court with a civil suit. After my complaints Hotels.com tried to adjust on my profile what I was actually charge watch the billing side they are just as evil.

My wife and I booked a hotel, when we got there, the hotel had no record of our reservation, and they were booked up. We were traveling in a igual truck that we had to pay a dollar a mile for. When we called customer servixe, we were hung up on multiple times and it took them 6 hours to find us a new hotel. They kept saying that there were no hotels available in our area, when we had called a few local ones that had vacancies. We had a 3 month old baby that was crying the entire 6 hours that it took your customer service to help us out. We had been put on hold for hours at a time, we had to call from multiple lines to get anyone to fix the situation. It was completely unacceptable. My husband was late to work the next day because we didn't get to the new hotel till 2 am. We had booked a two bedroom room and the hotel they sent us too was a honeymoon hotel that had no rooms in the entire place with more than one bed. My husband slept on the wood floor because they didn't have cotts. There were bugs crawling into the a/c unit and seamen stains on the bed that i nearly laid my baby on. We had called when we both had time off of work, which was about a month or so after and it took 5 hours to get anyone to help us and the compensation of 150$ was a joke. I had the worst night of my life, it was dangerous for my child and it cost us more because we had to pay for an extra 50 miles on the uhual. I will be contacting my lawyers and the better business bureau if this is not rectified promptly.

Hello, I'm an avid hotels.com customer and decided to use my free hotel night stay at the Ocean Villa Inn in San Diego. I'm never been so dissatisfied with a hotel stay. This hotel was disgusting and I'm quick certain it hadn't met health code. I will be reporting to the city inspectors office. The room smelled of dog and urine. The bathroom walls, floors and throughout the room had mildew and dirt. The outdoor patio looked like a prison yard with dirt and old patio furniture. Thank god we arrive after midnight and only needed a place to sleep. We got up at 6am and immediately left the premises. I would like my free room credited to my account.

On July 6th, 2017 we were notified that the hotel we booked through Hotels.com overbooked their property in Calgary. (Surprise, Surprise! I learned the Stampede is in town). After a very lengthy conversation on why we were not open to moving our reservation (as meetings and all events were at the original booked hotel.) we reluctantly agreed to moving the reservation to another hotel, providing if the guest did not agree we could cancel. Sure enough, the hotel option give was not going to work for this business trip. On July 11th, 2017 we called to let Hotels.com know that we needed to cancel this booking, they then advised us that unfortunately that was not an option as the hotel had already been paid and we were out of luck. I explained to our customer service agent Albert that the only reason we agreed to this replacement hotel in the first place was because we had the option of cancelling. He proceeded to say we were lying and that there was nothing they could do. I hung up the phone, only to have him call me back to say maybe they could help, but low and behold nope. They just wasted by time again to put me on hold and say they couldn't help me. I have been using Expedia, Booking.com and Hotels.com for years for both personal and business. This will no longer be the case. My advise...Get the good price off these sites and call the hotel direct. The worst customer service I have EVER had.

You should de-list this location. I submitted a review, supported with photographs, many days ago and it has not appeared. It looks like you are not posting any reviews as I imagine they are all negative. Your customers need to know what a disgusting place this is. My stay was from June 25 - June 29. Requested managemnt to resolve issues and received only a very rude response.
Regards,

Trevor Pedler
[protected]
[protected]@pedler.ca

The worst customer service I have ever experienced.Attempting to change a name on a flight which involved multiple calls, 9 + hours, social media etc. I was disconnected twice, even spoke to a supervisor who alleged that he would call me back. Of course never did. Sent all the details to someone on their twitter page, was told they would help, then they could not. This is a company that has no customer service, I would not recommend them to anyone.

If you book on the hotels.com app you use the 5% off app ( which saved me $3.27 ) you Will NOT get a free night stay. I called them to ask where my free night was and why it wasn't on my profile. The only answer I got was "I am sorry" .. They DO NOT tell you anywhere that this is the case, NO Where... sneaky way they use to keep your free nights away from you.. horrible!

Date: booked in for June 5th - June 12th, stayed one night and placed complaints on June 6th. Confirmation no. [protected]. Hotel details: Penguin Rooms-city center ul. Lobzowska 12/1, Krakow, 31-140, PL. Phone +[protected]. Accommodation was on 1112;ul.Mickiewicza 55.
When booking this room a picture of accommodation type was displayed and when I received confirmation the same picture was displayed, this I consider, as does the law, to be false advertisement. Not only did it not resemble this picture in any make, shape or form, it also did not deliver on the facilities promised. Facilities promised were free wifi- the wifi did not work. flat-screen tv with cable channels- not only were there no cable channels or flat screen tv there was no tv at all. A double sofa bed- this was not a sofa bed but a very dirty sofa that would not sleep one adult. Kitchen- filthy and not a kitchen but a side-board with no table or chairs like the picture claims. Free toiletries- none. The bathroom smelt like a sewer and was dirty, too dirty to shower in. Premium bedding- a childs single bed sheet, cushions no pillows and no other bedding and the one single sheet had a stain on it as did one of the cushions, that had no covers. None of these facilities were delivered and the place was too small, filthy and with no air-conditioning. On entering the building the foyer had no lights and was very dangerous as there was numerous steps, there were also no lights in the corridor in front of our room.
I did book a shuttle through Penguin rooms which was on time and cost what they had promised, but we were not dropped at the door but half a block away, the driver however was very pleasant.
It was 9.45pm when we arrived and we were greeted by a guy with the keys. First there was no lights in the foyer and then none outside the room, I highlighted this and he just seemed to be amused by this. When entering the accommodation my jaw dropped, I explained this must be a mistake and he said no. He had no real English and then claimed I had to pay for the week. I had already paid by credit card but he claimed I had not, I asked to speak to somebody in charge. He rang someone and spoke to them in Polish for 5 mins. He then put me on the phone to this guy who tried his best to convince me I had not paid and I could pay cash. He then tried to tell me he was going to take it off my credit card even though it was already paid. After this was somewhat sorted they decided I had to pay for late check-in 924 zloty because they only check-in up to 10, I then explained we were being booked in at 9.45, he looked at his watch and said no it's 10.30. I explained it was 10.30 but they had me on the phone for half an hour and the rest was trying to explain that I had all ready paid for the room. Then he asked for a further 100 zloty for cleaning, I naturally thought this was a joke because of the state of the room. I said we're not staying here it's not what we booked and asked if they had any other rooms, he said yes and I asked where, he replied in the same building and they are all the same. I declined another room and asked if he had a nimber for any hotels we could book into, he said no and this is when I realised there was either no 'free wifi' or it did not work. It was now 11 o'clock we were tired and had no where else to stay, so we had no choice but to stay that night in filth. The man would not leave until I gave him the 100 zloty for 'cleaning' in cash. I felt I had to to get rid of him he was quite aggressive. We did not sleep as there was nowhere but a stained couch to sleep on. The place was disgustingly hot as there was no air-conditioning.
The next mournibng early I rang the number I was given and told them they need to send somebody over for the keys we were not staying there for one more night and I explained why. They said someone would be over in 30 mins, we were waiting over an hour and every time I rang the phone was off. I gave a full itinerary of the issues, he was very polite. He assured me a refund but none came and I have heard nothing since.
I am looking for a refund and I seriously hope you take this scam off your site. After my week in Krakow I went on for further travels and you can note I did not go through hotels.com. I nor any other member of my family have had any issues in the past with hotels.com and the accommodation we got through you. If this is rectified to my satisfaction I will of course try you again but until then I will be doing business elsewhere.
Tara Whelan

My son and his friend were looking to rent a HOTEL for some gaming convention in Los Angeles July 1-3. They were quoted $170 per night plus tax. They were told one queen size bed and two twin beds, in a HOTEL. After giving their credit card number they were sent a "receipt" stating that they would be charged $879.00. We tried to cancel, and were told that they would pay anyway! These boys have disabilities, and they were duped into renting an apartment! No cancellations? I 've never heard of such a thing! What can we do? If it had been my credit card I would have disputed it with my CC company. The mother of the other boy seems to think there's no recourse, and wants me to pay half! Help!

I had problems accessing my account overseas in US after many successful bookings n made numerous phone calls at my own cost to check out why I can't log into my account anymore, hotels.com staff neither provided any explanation as to why it happened nor could be bothered to solve the problem either. Up till now I still can't access my account n the mobile system prompt msg 3305 n online prompts msg of can't recognise my account. It is very frustrating each tine to hear their indian customer service's mechanic tone n answer to whatever issues you have with the agency! to which they said they will send an email that you never receive!

Another complaint is hotels.com conclude with some airbnb hotels n whenever guests booked n paid but can't check in because the hotel said they are double booked n sold to higher prices at last minute or simply refuse you to check in for no good reason. When complaints lodged hotels.com only took hotel words for it n never listen to guests even we have all evidence videos, the hotels will simply mark guests as no show n we have to go through credit card companies to recover the paid hotel fees!

I booked 2 night hotel in Chatham MA through hotels.com, from May 27th to May 29th. On May 27th, my first flight was delayed due to weather reason so I missed my connecting flight, which would cause me missing my first night of stay at the hotel. I called hotels.com around noon to see if there is any chance I can cancel the night. I would understand if they say NO because this is within 24 hours of my stay. However I couldn't reach a real person. all I got was machine and holding. Instead I called the hotel to try my luck. To my surprise, the hotel owner Lisa was so nice and she was willing to cancel my first night and refund me my payment. All I need to do was to have hotels.com give her a cancellation notice so she can lease the room to other guest. I started to call hotels.com over and over but still couldn't reach a real person. Eventually I had to give up and board. Once my flight landed, I got voice mail from Lisa that she needs to get the cancellation notice ASAP otherwise I have to pay for the room because it would be too late to lease it to other guest. I continued to call hotels.com and eventually got an agent. The agent agreed to call the hotel to cancel the first night. However, Lisa never got any notice from hotels.com so eventually I have to pay for the night I didn't stay. Later I called hotels.com to complain about the situation. In my opinion, hotels.com's poor customer service caused my lost so they should compensate it. The agent I spoke to was very unfriendly. He kept on telling me this is my fault because I booked the hotel a month ago I should cancel earlier instead of the same day. Well, how can I foresee my flight would be delayed a month ago? Then he claimed since the hotel won't refund them money, so they couldn't refund me anything. The truth was the hotel was willing to refund me my payment, because hotels.com was unable to assist, it caused my lost. All I got from the agent was "there is nothing we can do". I haven't been with hotels.com for years, I am very disappointed about this company and will never use their service from now on.

Here is a letter I sent to my credit card company after attempting to resolve the matter with Hotels.com with no success.

To Whom it may concern:

Attached please find the signed letter regarding my dispute of the Hotels.com charge dated, March 10, 2017. You will also find an additional attachment as a supporting document that Hotels.com fraudulently over-charged my credit card.

When I originally made my reservation at Hotels.com, I elected the hotel based on its eligibility to redeem Hotels.com rewards. In fact, when I completed my reservation after applying the reward, the confirmation stated that all I owed were the taxes for $27.21. In April, when I reviewed my AT&T Universal Card billing statement, I was surprised to see that I was charged $222.66. I thought it would be an easy fix by calling Hotels.com directly. After multiple attempts and my complaint falling on deaf ears, I decided to file this claim. Hotels.com promised to escalate my claim and that someone would call me back within 48 hours. Each time I spent over an hour on the phone explaining the issue and was transferred various times only to get the same response, my reward expired and they couldn't do anything about it. After I insisted on a resolution, I was promised a call back. The call never came. This didn't just happen once, it happened multiple times.

The reason given by Hotels.com is that they claim that my reward expired. Please note the attachment which referenced the date of expiration. Yes, the reward expired on March 20th, however, my reservation was not only made before that date, my stay was completed before that expiration date as well.

They also claim that I was not logged into my account. I have to disagree. I was most definitely logged into my account, which is the only way I was able to "apply" my reward at the payment screen. Following the payment screen, the next screen calculated the balance due for $27.21. Clearly, something happened from the time I completed my reservation and the time they processed whatever they needed to on their end. Ultimately, this is not a result of anything I did wrong.

Hotels.com has been difficult to deal with. The bottom line here is that I earned the reward, I applied the reward to my reservation and Hotels.com did something to remove that reward from my reservation. Now, I don't know if they did this on purpose or not. However, at the end of the day I am paying for something that I am not responsible for.

Neither Credit Card company and Hotels.com have resolved this matter.

Rocky Inn, Long Beach, CA
Dates June 2 & 3 2017
Confirmation number: [protected]

Blood on shower curtain, filthy walls and doors and appliances, chewing gum on walls and ceiling of bathroom, holes in bedcover, only 2 thin pillows and small old towels.

We desire a refund and/or credit to Hotels.com and for this hotel to be removed from the Hotels.com listings.

Cancellation of confirmed hotel bookings

Confirmed booking references/booking details were issued to me by hotels.com in september 2016 for hotel rooms in makkah, saudi arabia.

Booking agent:hotels.com (the well known online travel agent).

Hotels.com, for the past ten months, have refused to resolve my above denied reservations at hotel makkah rroyal dar al eiman+ other hotels.

Regrettably, today monday 6th june 2017 (ten months after the reservations were made), I received email cancellations for twelve of my confirmed reservations.

I immediately sent many emails to hotels.com (to all concerned including the ceo), called hotels.com's relocation and reservation department many times but to no avail.

According to the rules of hotel bookings, when such situation occurs the booking agent (hotels.com) is fully responsible for :

1- immediate relocation, at no extra cost to the guest, at a higher grade prominent brand hotel, opposite kaabah in makkah.
2- compensate the guest (in this case me at least $ 3000, 00000) for all the hassles and inconveniences created/caused by the agent (expedia).
3- discipline the property that denies the reservations and its owners
4- remove and abandon all properties that denied reservations from hotel.com's search engine.

We booked two rooms at the Envy Hotel Baltimore for May 19. We were in town to watch an Orioles game. Confirmation #[protected] and [protected]. I used my rewards points to pay for one room and we planned on paying for the other at the hotel. We arrived around 5:45, parked (had to pay for parking) and went to check in. We were advised that the hotel was not accepting any guest due to the air conditioning being broken. We were told to contact the re-location department for Hotels.com. When we called we were told that the system was down and to call back in 3 hours! It was now around 6:30 with the game starting at 7. We eventually were able to talk to someone in the re-location dept. She was very helpful and found us two rooms at the Holiday Inn express stadiums. She advised us that we would not have to pay, due to the fact that we already paid one room and the inconvenience of paying for parking twice, missing the start of the game (we arrived at the top of the 6th inning!) and she made the reservations. We checked in to the Holiday Inn, and gave a card for incidentals. The clerk advised we would not be charged according to what Hotels.com told her. Two days later the card was charged for BOTH rooms. I contacted Hotels.com and advised they would contact Holiday Inn to credit back the card. The GM was not in and the rep from Hotels.com told me she would call me back when she spoke with her. I called several times to follow up. The GM for Holiday Inn advised she talked with the Hotels.com rep and was waiting to receive the form. The card was never credited the money back. I called several times to follow up and spent at least 3 hours on the phone talking to different people from Hotels.com, to include a very rude, unprofessional woman named Paris. I finally spoke to a rep assuring me that it would be handled. It has over two weeks and I have yet to be credited the money charged! I paid for two rooms and used reward points for nothing! I am extremely upset, frustrated, and dis-satisfied! I am a loyal Hotels.com customer but this whole experience was absolutely horrible!

Super 8 hotel located at 10130 Alameda Genoa rd Houston TX 77075 sleep there on may 28 2017 call office for someone to come to the room and when the front desk came up he just pick them up in throw them on the outside of the room in said manager wasn't gonna be in till 8 speak with manage( Harry patel)[protected] about the bugs we found in room he stated that we bring the bugs there for them to bit me up so he was very nice on the situation I am not very happy I had throw all my belonging away I would like for someone to contact me at [protected]