Hotels.com

Dear Customer support

I am writing to request a refund for the hotel booking (Reservation number:[protected]) (date 03.08.2017) in Hotel Monterey Edelhof in Sapporo, Japan.
We originally booked the Hotel “Monterey Edelhof” (27528 Yen) for approx. 250 USD a night+taxes, instead of the Hotel “Monterey” for approx. 170 USD a night, because the Monterey Edelhof advertises it has an Onsen available for Hotel guests. However when we arrived at 10 pm for check in, after long and hard day of travelling, we were told by the Hotel Staff that the entire Onsen is closed until after check out time the next day (11:00 am)
The only reason we booked the hotel was to use the Onsen and there are dozens of hotels in Sapporo that do not have Onsens and are significantly cheaper. If we had known that the Monterey Edelhof's Onsen was going to be closed during our entire stay, we would have booked any other hotel. Please refund my credit card.

Regards

Volker Jacob

Dried urine on the wall in the bathroom. At to about four feet off the floor. Filled out comment card that was available in the room. Politely told the RUDE front desk clerk, no response from that individual. Emailed the company with a photograph, no response. The simple fact of the unsanitary issue really make me wonder how clean are these rooms. We spent $167 for this room. We also reserved the room next to it. Getting absolutely no response whatsoever from staff or corporate is extremely bothersome. I did not ask for anything except for a response.

Hi
I am so frustrated. I have spoke to probably 10 or more customer service reps today. All i wanted to do was use my hotels.com $100 credit but the hotel i chose is pay at the hotel only and so i guess i cant use it. We planned our whole vacation around this credit because we dont have tons of money. But now i just paid for the trip on my debit card and couldnt use coupon. I called customer care and spoke to 2 more people who were no help at all. I want this money refunded to my bank account. It is my money and i should be able to use it. I understand i can find a different hotel and use it but ive already reserved this one and will not be going out of town anytime soon. Somebody please help me. This is so unfair, hotel.com is the one who made 2 mistakes on my hotel last year, not me. Please contact me asap. [protected]

Thank you

My travel complaint is as follows:

I booked one room for 3 nights (Jul1 to Jul 3) through HOTELS.COM reservation web site, I received a confirmation email (CONFIRMATION # IS [protected]) They book a room for me in HOLIDAY INN EXPRESS &SUITS 11Impasse de la Gare-Talon GATINEAU J8T 0B1 QC Canada.
I called Hotels.com customer service as well as Holiday Inn on 29 JUNE (EVENING) ABOUT MY BOOKING. Both of them confirmed my booking also I mentioned to them that I may arrive very late that night, they noted this and had no issue with it
I drove from Mississauga to Ottawa, (about 500 kilometers) when I reached close to the destination I called Holiday Inn on my cell phone at about12:30 am, and spoke to REJEAN and I was very disappointed when he told me that there was no room for me because the rooms were overbooked, his response was very calm and matter of fact like this was normal. I was on the phone with him about 3 hours but no success.

In the mean time, I was calling Hotels.com customer service on my other cell phone. The customer service was VERY POOR. The phone line disconnected every few minutes and I had to repeatedly phone them and explain my situation from the beginning. I repeated these more than 20 times as they never returned my call. The last person I spoke to was ROSE. I told her that I kept getting disconnected every few minutes and asked if the call got disconnected again to call me back. I gave her my cell phone number and she assured me that she would call me back. The call disconnected again, and nobody called me back. I was on the phone with them for more than 3 hours until about 3:30 am. In the end nothing was resolved; it was a complete waste of my time. They were aware that I and my family had no place to go but they were not helpful at all. We felt very stressful and frustrated. It was raining very heavy; we were very tired and wet by the rain. I also noticed that Hotel.com customer service was not in Canada but off shore so the call was disconnected very often.
To make matters worse, the Holiday Inn charged $308.21 to my credit card for the room they gave to someone else. It was very time consuming to get refunded for this ERROR as I had to make numerous telephone calls to get my money back.
I need a reasonable compensation from Hotel.com for all the suffering and inconvenience and for their poor customer service and phone system, lack of training to their staff not taking any notes, for over booking and failed to provide me any accommodation.

I am looking forward for a positive response from you.

Thanks

Abida Syed

7/18/17
I booked online, ALOFT Hotel, Franklin, TN on 7/18/17, choosing this hotel because your company stated that payment would not be taken until time of check in. The entire amount of the charge was debited from my checking account almost immediately. Upon seeing this I contacted Hotels.com to discuss, after being on hold and transferred several times, I was told this was not Hotels.com fault and to call the hotel. I called the hotel and they said it was not there problem and their policy was to charge at time of booking. I then called Hotels.com (again) and was on hold for at least 20 minutes before speaking with a supervisor, who told me to cancel my reservation and re-book, that was the only way to get my refund. I did so and she offered me a $30 Hotels.com voucher. I re-booked at a different hotel and used the voucher. I assumed that I would have a refund within days. Today is 7/28/17 and still no refund. I have spoke with Hotels.com again and the hotel. Neither is claiming responsibility. Due to this charge hitting my bank account, I have been charged bank fees of $96. Which neither ALOFT or Hotels.com want to reimburse. As of current the $162.00 charge has not been credited. I have spoke with a manager with ALOFT Hotel in Franklin, TN on 7/27 and he has guaranteed the refund within 24 hours. I just spoke with my bank and it has NOT been credited. This has been a huge inconvenience, not to mention the additional charges and at 6 lengthy phone calls and a in office visit to my bank. I have canceled the last booking I had with Hotels.com, losing my $30 voucher, so out of all of this mess I have received ZERO compensation. I have email verification of all transactions, especially the email stating clearly that "payment to be made at time of booking" . I have received the worst customer service and will never use Hotels.com, plus I will make sure that anybody I know never does. I am seeking compensation up to $100 for my trouble and to cover my bank fees. Preferably cash, due to the fact I am now $100 short in my checking account for this month. That might not be much to some people but to me that is a lot. This experience has been the awful.
Disappointed and angered,
Amy Smith

This was the worst hotel that I have ever stayed at. The room was dirty with yellow stained pillows and holes in the towels. I spoke to the manager, Miguel who approved the refund for the second night that I did not stay at the hotel. I received my credit card and he did not cancel the stay and charged me an additional $15. The service at the front desk is rude to the point of being hostile.I have pictures of the yellow stained pillow, p hair on the sheets, holes in the towels and the receipt where the manager, Miguel said that they would refund my second night since I cancelled the stay. Of course, he has no memory of it now and says that they are unable to issue a refund. DO NOT STAY AT THIS HOTEL. You may catch more than a night's sleep.

I poke to representatives at hotels.com on four times and to be emailed a receipt for the hotel reservation. They denied me a refund even though the GM said that he was taking care of it and signed an invoice saying so. It has now been four days that I have been waiting for hotels.com to email me a receipt. I was yelled at by one supervisor who said that it was my fault that I didn't receive a refund and that i should have know how it worked. I called once on Wednesday and was told that the receipt would be emailed within four hours - no email. I called the next day and was told that the computer system was down and was on hold for thirty minutes -- no receipt. I called again this morning and was told that I would receive the receipt - I have yet to receive it.

I asked for the phone number or email address to the corporate office and was told that i had to mail a letter. A letter in 2017 for a billion dollar company?!? I have pictures of the hotel room and the signed invoice by the General Manager. I need the receipt that was originally requested four days ago and I would like a refund for the second night. They also need to review this hotel as it is not a company that I would want to partner with.

https://youtu.be/s0cj_HyXPE0

I arrived at the location at 12 am on the 25th to check in and upon my arrival I noticed that the hotel had
Not been kept to standards advertising a rating of 85 for sanitation ... during my stay the air conditioner unit which functioned permeated with an odor, my luggage was ruined by the ants in the video as as well as 50$ worth of alcohol. A complaint was made to the receptionist but the hotels associate I spoke with was unable to speak with the manager and was only able to offer a $50 redemption code to apply to a future stay however I would prefer to be reimbursed in full as my short stay with the microtell has theme into a bill. I would appreciate being contacted in regards to this matter asap [protected] thank you -evan

This extended stay hotel here at University avenue east studio hotel is a real dump! The WORST Hotel ever! The look and lord is corrupt and Greedy only cares about getting your money but don't care about getting repairs done at all! The hotel manager Denice Bennett is a real evil and mean selfish b-th! And ng er repair man is nothing but a lazy good for nothing bum! Who never wants to fix anything! Unless its an extreme emergency or else forget it! They're all a disgrace!

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!

Fw: issues with a completed trip -  case id : [req:m-[protected]]

Dm

Daniel minshall

Sun 04/06/2017 10:08

Drafts

To:

Hotels.com uk ([protected]@mail.hotels.com);

Daniel minshall

 hotels.com
Subject: fw: issues with a completed trip

I am writing on behalf of a group who have just returned from a trip to spain.

On arrival at our hotel we found that it had closed down. i spoke to someone from an adjacent property who advised me that the hotel had been closed for some time.

I phoned hotels.com to advise of our situation and after speaking to a customer advisor i was put "on hold" while they attempted to contact the hotel. my first call, at 11:53 lasted 68 minutes, during which time i was held on hold on a number of occasions. this call did not result in our being booked into another hotel and i had to make a second call, this call lasted 56 minutes.

During the second call i explained that we were extremely disappointed with the service being provided and that i expected our party to be booked into a better hotel. the advisor eventually found a hotel (casino royal) and told me that the hotel was a 4 star hotel.

On arrival at our hotel we attempted to check in but we're advised that the booking was not on the hotel systems. i then made another call, lasting 16 minutes, in an attempt to resolve the issue. we finally checked in to our hotel almost 4 hours after arrival at the first hotel.

The casino royal hotel is rated 3 star and has a tripadvisor rating of 2 stars, clearly not what we were expecting and not as described by the hotels.com advisor.

Our original booking was based on tripadvisor reviews suggesting the hotel was clean and friendly and had a 3 star tripadvisor rating. the hotel we finally checked in to has a 2 star tripadvisor rating with almost half of the reviews grading the hotel as"terrible"

The issues we had with our booking and our hotel experience rendered our trip very disappointing. we feel we did not receive a level of service from hotels.com that was acceptable and that we were wrongly advised by the hotels.com advisor as to the standard of hotel we were to be checked in to.

We feel that a full refund of our booking costs is completely justified together with the costs i incurred in phoning hotels.com to rectify the situation (these costs are approximately £7).

I look forward to your response and confirmation that a refund, plus phone call costs, are to be made.