Hotels.com
reviews and complaints

On July 1st, 2018 I booked a room at the Ridgeline Hotel in Estes Park Colorado for one night 7/2/18 for myself and my wife. The receipt for $109.04 which I received from Hotels.com is different from the $274.96 my credit card was charged. After a dozen conversations and hours of my time I have given up on a clear explanation. There was a severe language barrier since I only speak English. And if I don't pay the extra $ 165.92, it goes to collections and my credit suffers.
But the real kicker is I have already sent in the Hotels.com satisfaction email with the highest rating I could give. Good by Hotels.com!

To book hundreds of hotels per year and receive the service I received this week is disgraceful. I have tried to get my free nights unlocked for 9 days now and no one is capable of doing this. I even spoke with a supervisor (after calling back twice, as they wont let you hold for any management). She said she had no authority to unlock free nights even after acknowledging I had been waiting for a full week. She was also informed that with every attempt I was told that it would be 72 hours for the nights to be unlocked... After a full week of waiting, the supervisor then said it would be another 72 hours. I still have no nights unlocked and it is astonishing any of these people still have jobs. I am almost certain there are no supervisors at this call center in Baguio and they simply pass the phone around to whoever they choose is the supervisor that day. It is the worst customer service I have ever received and I am in the event planning/marketing field.

Just so we are clear.. I called 9 days ago and was told it would be up to 72 hours, then called again 3 days later and told the same thing.. then called again when it had been a total of 7 days and still told to wait 72 hours by a supervisor who had no authority to do anything. On day nine, I am still unable to book hotel rooms.

Account: [protected]@brewco.com

Felt very rushed booking my reservation for a hotel in Kingston Ontario last minute and I was not told I was paying in US $ when I saw the debit on my credit card I paid an addition 40$ for the room than I was expecting I was not informed air con was out of service or that the pool was not heated! Very disappointed and will not use this service again.

I booked many hotels with Hotels.com, but there was a booking under my bookings that was not mine, it wasn't even for the dates that I needed, they refused to refund the money, and they cancelled the booking without informing me, and they did not want to refund me for the $1350 dollars that they took of my credit card.
I have contact hotels.com, but they don't care nor do they want to help.

A situation occurred when checking in with my boyfriend being over charged on his credit card. The balance on the room was $237.00 and the resort charged him $389.00 plus $400.00. They continued to swipe his card so much that the bank blocked his card and they had an $800 hold on his funds from the resort. As he continued to ask why were they were charging him so much the front desk clerk told him that they didn't. He called his bank and they let him know his many times they swiped his card (which was like 6 times) and they blocked the card for security purposes. The front desk manager was called out and she became very rude and attempted to embarrass him even though they were in the wrong. I ended up using my credit card so that we were able to check in. They put a $400 hold on my card which was suppose to be for $100 per night for incidentals and the remaining balance of the resort which still didn't calculate out correctly. My boyfriend called corporate and they told him that he was over charged and that they will send notification to the front desk. Upon checking out, I reviewed the receipt and it stated that his card will be charged $237 which was correct. In return I asked about the $400 hold on my credit card and I was told that they will not be charging my card and the funds will be released. I checked my card and I was chargef for the $237.00 for the room and $800 is still on hold in my boyfriends bank account. Very frustrating and unprofessional on their behalf.

I had booked for several days while my husband was in the hospital. He was having difficulty & had to be moved to ICU. I called the hotel, told them I was going to be unable to come over to check-in, but I still needed to the keep the room for my week. I told them I knew I would charged for the night I didn't show, but that was fine. The clerk said they had my card on file, so it would just be charged to that until I was able to come over to check in. When I checked in the phone didn't work, there was no stopper in bathtub so I could take a bath. Reported twice, but nothing ever happened. Two nights when I got to the room I had no bath towels & the next, no wash rags. You rolled to the center on the bed, because it sunk in the middle. I ended up having to extend by stay & I knew the price would increase. When I went to check out, instead of the $85 I was supposed to have been charged for the 1st week, they charged me $139. I showed them my Hotels confirmation and they kept saying, leave us a phone number we will find your sign in paper and call you. I told them everything should be in their computer and they finally got a manager. He looked and said, " You were put in the computer as a "No Show", so when you finally checked in, you were considered a "walk-in" and that's the price. My son was sitting right by me when I called them and could hear everything that was said on the phone. The mgr said, you didn't book thru us, so this is between you & Hotels.Com.
Even though he claimed I was marked a "no show" I was still charged the 139 price.

I contacted Hotels.Com and was told basically...it's not our problem. We can't make the hotel honor the price quoted. No one wants to take responsibility for this issue & it's not right. As far as I'm concerned Hotels.Com should see to the price in my reservation is honored, but won't. The hotel manager basically could have cared less they were over-charging and not honoring my quoted price.

I would like to have the difference of the over-charge refunded to my credit card.

What a shame neither of these places take ownership of unfair issues like this.

Hotels.com confirmation number [protected]

Check-in Saturday, May 26, 2018 (3 PM)

Check-out Friday, June 1, 2018 (11 AM)

Your stay 6 nights, 1 room

Cancellation policy See cancellation policy below
Amount to pay at hotel in the local currency $561.12

Linda K. Jander

[protected]@aol.com

I spoke with alleged Supv JC and Agent Jason who both were extremely unhelpful and did nothing to get me into my room. I spent an hour in the lobby on hold while they did nothing to pay the hotel for which I had already paid hotels.com for. I will never use hotels.com ever again for their extreme laziness and disregard to my time and personal respect.

On 15 May 2018, I booked via Hotels.com (confirmation 148086593056) and I applied a promotional coupon "Get 1 reward night". The coupon was offered in promotional email that I received in early May. However, after completion of my stay in the hotel, I did not receive a "reward night".

I contacted the customer service of Hotels.com but they could not help but kept asking me what that coupon was. The original code that I used was in an old promotional email which I could not retrieve. (I tend not to retain old emails from Hotels.com because they are too numerous and jam my mailbox.)

I sent them the attached email confirmation of the booking 148086593056, where it is clearly marked in green words. Their replies being "... our apologies that we are unable to retrieve this code and there's no way that we can track or get it again. This is just the way of the program, we do need the code for us to validate it and to add the bonus night. We apologize that we are unable to resolve this issue to your satisfaction. " -- very persistent even though I am a long-time customer.

Actually, it is just a small amount and a small offer from Hotels.com, which is rather negligible to me. However, I feel a bit irritated that I was misled and trapped.

I booked a room for January. Confirmation code- [protected]. My flight got cancelled due to weather and I had to cancel my room. I was told that I would get a full refund. I had bought a Hotels.com gift card, and used it on some of the reservation. Your company was supposed to refund me with a $350 gift card. I got an email with the gift card. On the e-mail is said a $350 refund. When I finally opened the e-gift card to use, the balance on the card was only $93. I had never used the card. I spent 2 hours on the phone being bounced back and fourth between departments who kept saying they couldn't help me, it was the other departments problem. I finally gave up and tried to get help on-line. I never had anyone get in contact with me from that.
I tried to call again yesterday, because I made a reservation from your company. I got the run around again. I begged the lady Joanne (employee number 089999) to let me speak to a manager and not send me to another department again, but she said her manager would only tell me what she did and refused to let me speak to a manager. Then she put me on hold. After about 20 minutes, I gave up and hung up.
Today, I have made 4 calls to speak to a manager, and I have not talking to one yet. I have been hung up on, told they could not hear me (manager Mark) and this last time I spoke to Martin in customer service (he refused to give me his last name and said they didn't have employee numbers) and he just put me on hold and never came back to me.
This is my last resort. I am going to get a lawyer if I do not get this matter settled either by getting a new gift card in my e-mail with the correct amount, or a manager calling me at [protected]. At this point, it either has to be fraud or theft.

I had original reservation at the Golden Bear cottages in big bear California. Upon booking the reservation it stated there was a kitchen in the cottage that will be rented. Upon arriving to the cottage there was no kitchen and I called Hotels.com in which they help me find a new place that can accommodate What I was requesting for in my original reservation at the Golden bear cottage and with what I had paid for. I was then charged for a reservation fee for the new place and informed that because the previous cottage could not fulfill what we had requested we can call and we will be refunded the original cottage fee. The next day I checked and I was charged three times and not two times for the previous cottage the Golden bear cottage and when calling them they stated they will not be refunding me the money because they had contacted me and stated they had a cottage available. I never had any contact with anybody only hotels.com had contact with them and I have been charged three times for one reservation. At this time I am not able to get back the other charges and I'm highly upset. I go through Hotels.com all of the time when I go on any trips and I also set up trips for my co workers and clients through hotels.com. I've never had any problems and this problem has financially hit me as I'm not getting refunded for the previous college. I have spoke with Hotels.com and they stated they have an email from the Golden Bear cottages stating they spoke with me which is false. I don't know what else to do but at this time I have been charged three times for one booking and I will no longer be going through Hotels.com if this is not fixed. Thank you

Hello Sirs,

The confirmation number above has been confirmed since Dec. 2017. We had confirmation from Anna Apartments and the reservation company (Agia) three days before the check-in date.

Only one day before we arrive an email sent by the reservation company decided not informing that our reservation has been canceled and we have to take another hotel reservation.

Anna and Ellias (the owner of the hotel) were very nice and tried to help but the reservation company in Athens were very rude and they told me either I do take what they do offer (spend 3 hours from our honeymoon time) or I have to contact hotels.com
Hotels.com confirmed my reservation while they could not guarantee it. We had to accept to stay in another place called Santorini Family Apartments which they were very nice to us. Please contact me on [protected]

On 6/9/2018 my husband and I attended a concert in Forest Hills NY. He booked a room at the Rago Park Wyndham for the wrong night(6/16/2018). We called hotels.com and the representative got permission from the hotel to cancel our reservation and re-book us at the Laguardia South Marriott for 6/9/2018. When we tried to check in, we still hadn't received a confirmation number but the new room was pending on our account. The hotel held our bags and when we returned from the concert at 1:00am we still had not received a confirmation number. We were left without a room because the hotel was fully booked for the night. We use hotel.com frequently and this was not a very positive experience for us.

me and my partner booked with hotels.com to stay in sorrento italy, the details on the location of the hotel was no where near .we were up in the mountains at least about 4 miles from the city centre. in the the details about location it said 1km from port that is not true .we also was told we were in a twin room with a sea view, we was put in a triple room with no view unless we went on to the main terrace which was a lovely view but not what we were told.so i would like to say that our stay in italy was horrendous because of this.i cried for the first 3 days of our stay because we had to get taxis to go to the centre because the buses wasnt regular or didnt turn up every time we had a taxi we were charged 40 to 50 euros a time we walked to the town twice which was very steep steps and walk way my partner and myself were very distressed about this we spent over 400 euros in 3 days on taxis .on the 3rd night of our stay we had a taxi to hotel the taxi driver couldnt find it and was shouting at us the fare was 55 euros and we only had 50 euros and still not at our hotel so taxi driver put us out further up than our hotel and left us in the middle of nowhere basically .we were both upset and angry it 1am at night no lightd
s and all roadway down hill, my partner fell in the road and cut his knee we eventually found our hotel about an hour later very upset that i could not stay there anymore, the next day we had to re-book another hotel .because our experience of our stay in italy was spoiled i will never use hotels.com again and definatly not recomend them .

We stayed at a hilton expecting exceptional service when in fact it's far from what we received. We checked in on a saturday afternoon on 6/9/18. On sunday we left our hotel room at 9am to go hiking. We returned at 5pm to see our room had never been serviced. Our trash was still over flowing.

My husband contacted the front desk to ask why and that we needed someone at this point to at least remove the trash. Someone had been in our room to replenish our "snacks" bc we had a premium room @180 a night but nothing else done. They came took the trash and I had to actually replace the trash bag myself bc they didn't stay to even do that.

Day 2. Monday. We leave at 11:30 to go hiking... And return at 5pm.. And again our room was not cleaned. No bed made. No towels removed or replaced. This time I went to the front desk and asked for the manager. Yolanda tho fromt desk supervisor says he gone but that she will email him. She then attempts to say she will get someone up there. I told her explicitly that no one cleaned sunday or today. And now I was ticked off. That's the one service we should receive daily. She explains nothing else... And I go back to my room. She then calls and tells me her housekeeper said we had our dnd on the door until 2:30pm. To which I told her was a lie and I had photos with date stamped from our trip at noon, 1:00pm from watkins glen..40 mins away.

Someone does show up and brings in more towels and then fixes the bed.

Day 3 tuesday... Our last day there. We leave about 11am. This time the room is cleaned (tho not great)...

I have started posting my negative reviews and the gm... Responds stating.."i'm glad we could speak and address this and that it was explained to you..

1) I never received a call from the gm nor did yolanda explain anything

2) the gm explained that their housekeepers clean from 9am to 330pm... And yet on sunday no one touched our room... Other than the snack guy.

3) our room on tuesday was only cleaned bc I had to [censored] about it.. And we left at 11am... Which according to the gm... The reason the room wasn't cleaned on the 2nd day was our fault bc we didn't call to make a"special" time... Yeah right...

This location is a joke and the general manager is just as much of a joke and did nothing to try to resolve my complaint or even call to try to diffuse me. I can go stay at other locations for much less... And will never recommend this facility to anyone. I am waiting to see how corporate handles this issue... Is nothing happens I will stop utilizing hilton brand and ensure it's all over social media

I received a confirmation email for a reservation I never made. I called the customer support line to find out what was going on. I was told to check my credit card and see if I was charged. If not, don't worry about it. I asked why I got the email and if the email would be sent to the proper person. No answer to either question.. All I was getting was canned responses from a person I could barely understand. I'm guessing from the lousy service that their support is out of India. I was able to dig through the confirmation email and find the email address for the person that made the reservation and contacted him. He thanked me for doing what Hotels.com can't seem to do. With this kind of support I don't think I will be using Hotels.com any longer.

To Whom This May Be Of Interest:

My name is [removed], my email is shiao.[protected]@gmail.com. You can also contact me directly at [removed]

On May 31st, 2018, I arrived at my booking [protected]) located in Arecibo, Puerto Rico at Toque al Atlantico Family Hotel. Before arriving, I followed the instructions for arrival. I texted the number that was given to me. I did not receive a response. When I got to the property, I noticed many hurricane damaged homes along the shoreline where the hotel was located. There was hazardous hurricane debris strewn across the shore and parking lot. This immediately made me feel unsafe. When I walked into the hotel, the door was closed and a lady that did not speak English walked up to the door. She was observed to be confused that there were guests coming. She proceeded to call the hotel owner, who spoke some English. When she lead us to the room, it was not the room that I had booked. There was trash everywhere, cleaning supplies all over the floor, street signs on the couch, the windows were not open, there was no light, there was chainsaws in the bathroom. I immediately said, no, this is not our room and we cannot stay here. I began to walk out, feeling very unsafe and uncomfortable. She proceeded to show me the adjacent room. It was disgusting and genuinely unsanitary. There was mold on the ceilings and walls, the electrical was exposed and bleeding out orange rust. The windows were broke. There were bugs all over the room. I felt uncomfortable. I have asthma and immediately, I was having trouble breathing. At this moment, with my shallow breathing, I knew that I could not stay at this location. I proceeded to the exit so I could get some fresh air outside. I requested to speak to the property owner. He said that the place was perfectly safe and sanitary. He said he would not issue a refund. I was lightheaded and had shallow breathing and immediately became anxious that I was homeless. My boyfriend and I left the hotel and looked up the closest available hotel. I was so upset. I have never felt like I was scammed on a professional website such as hotels.com until that day.

The pictures, bullet points on amenities, descriptions and more are misleading on the hotels.com website. This is a hurricane damaged home on the side of the road in an unsafe neighborhood. I am shocked that this booking is still on a reputable website such as expedia and/or hotels.com. I am concerned of the safety and well being on anyone who books this hotel.

On June 12th, 2018, I contacted hotels.com live chat and spoke to a representative by the name of Mary Jane. We spoke about what I stated above and she was able to get in touch with the property owner that claimed he would refund me 50% of my booking. However, this complaint that I am writing now is for the well being and safety of others. This hotel should be removed from hotels.com and other accompanying websites. This is an unsafe, unsanitary listing. My fear is that is will take someone getting seriously injured and/or a lawsuit you to take this down. I felt absolutely scammed by this listing.

My resolution for this is that you will take this hotel off all of your reputable websites. I request that you send a representative of your corporation to this hotel to observe and take empirical data as to review it directly. It is my direct request to you for the other 50% of what I paid for in credits from hotels.com. This would be $103.79 USD. I request $103.79 USD in credits for me to use on hotels.com.

Thank you for your time and I sincerely hope you take this information seriously as I am concerned of the safety of your websites' patrons.

Best Wishes,

[removed]

Here is the chat information from Mary Jane and I's conversation on June 12th, 2018:
Disconnect
Mary Jane (Listening)
Mary Jane: Hi, my name is Mary Jane.
[removed]: hI
[removed]: Hi
Mary Jane: Hi Kristina! How can I assist you with your trip?
[removed]: The hotel that I booked through you all was a scam. I need to discuss how to get my money back and how to get the hotel off your website so that other people do not get scammed.
[removed]: I am very concerned. The hotel was completely hurricane damaged and unlivable.
Mary Jane: We're sorry to hear about the inconvenience this has caused you. Hotels.com has never intended to misled anyone with our website and regret that your experience using Hotels.com was not to your satisfaction. The information you have provided regarding the website has been forwarded through the appropriate channels for review. All the contents and descriptions online for this property came directly from the hotel to ensure all information that we disclose online are a 100% accurate. Let me go ahead and see what I can do here for you.
[removed]: Thank you. I have pictures to show for how utterly unlivable this "hotel" was. Wow. I am in shock that this is on your website and that they are scamming people to pay $200.00 a night for it.
[removed]: I could have gone to the emergency room because my asthma was acting up.
[removed]: I did not stay at the hotel.
Mary Jane: Sorry about the experience you have at that hotel. Let me just check your booking.
[removed]: Okay.
[removed]: If you simply see the pictures I have, you will shortly see how unsafe, unsanitary and unlivable this hotel is. Hurricane damaged.
[removed]: They had chainsaws in the bathroom.
Mary Jane: Are we chatting about your booking at the Toque al Atlantico Family Hotel, Arecibo on May 31-June 1, 2018.
[removed]: Yes
Mary Jane: I'm sorry you had to go all these troubles. May I know why you were not able to notify us about this issue during your stay?
[removed]: I did not stay at this hotel. I left after a 5 min. view and taking pictures of this disgusting place. I was left homeless and did not have Wi-Fi or barely any cell service.
[removed]: The person who "greeted" us at the "hotel" did not speak any English. She had no idea who we were. She didn't even know that we were staying there.
[removed]: This is a total scam and I would like a refund for my booking and for this hotel to be taken down from your website. It is unsafe. I could have called the police and had them shut down the hotel.
[removed]: Could this conversation be sped up a bit? Unfortunately, I don't have hours to be on this chat.
[removed]: If I send you the picture evidence, you will soon understand that this place is a scam and needs to be taken down your website before more people get involved.
Mary Jane: I understand that you want to get your money back. Thank you for bringing up the issue. However as I was checking here that this booking was a hotel collect type of reservation.
[removed]: I don't understand what that means
[removed]: I would like my money back from you all or at least a credit. This hotel on your website is not what it actually is. IT IS A SCAM.
Mary Jane: It is up to the hotel discretion if they will process the refund since they are the billing party.
[removed]: I talked to the owner of the hotel and he refused a refund.
[removed]: This is a problem for hotels.com. If you have a hotel on your website that DOES NOT look like the pictures. Continuously has reviews that say its a scam. Is hurricane damaged, unsafe, unsanitary. It needs to be removed from your website. I trusted your website to be honest. It was not.
[removed]: I need a refund from you or at least a credit to be used.
[removed]: You website's depiction of this hotel is untruthful. It genuinely needs be removed from your site.
[removed]: So what is this conversation going to lead to? I have spent a generous amount of time on this chat and you have not even seen the pictures.
Mary Jane: We apologize for any inconvenience this may have caused you. We act only as an independent reservations agent for hotels. If one of our customers has an unsatisfactory experience during their trip, we want to take the appropriate action. We encourage our customers to contact us from the hotel if the accommodations are not satisfactory upon arrival. This enables us to attempt to find a resolution at that time.
Mary Jane: We consider your feedback regarding this property to be very valuable. We will forward your information to the appropriate department, both within our business and in our partner property, in an attempt to ensure that other customers do not have a similar experience.
Mary Jane: Being that your reservation is already past dated, it is at the hotel's discretion if we can process a refund. The best option we can do is to call them to negotiate for a refund request.
[removed]: When did you encourage me to contact you all from the hotel?
Mary Jane: We encourage our customers to contact us from the hotel if the accommodations are not satisfactory upon arrival. This enables us to attempt to find a resolution at that time.
[removed]: I never received any notification from hotels.com upon arrival.
[removed]: Right, when did I receive the "encouragement"
Mary Jane: But I can still go ahead and call the hotel for you and negotiate this request.
Mary Jane: Would you mind waiting here in chat line while I'm calling the hotel?
[removed]: Excuse me Mary Jane, I don't think you quite understand. This hotel is unlivable. It is hurricane damaged and unsafe. The pictures that I have show all these. Of course, the hotel is not going to give me a refund. They don't want to admit they are a scam. On your website, hotels.com, you show beautiful pictures, bullet points on amenities. All of this is dishonest! Travelers will book the hotel based on this fact. Then upon arrival, see how UNLIVABLE IT IS. The hotel gets to make $200.00 while people walk in and walk out!
[removed]: Go ahead and call and I will wait.
Mary Jane: Hotels.com has never intended to misled anyone with our website and regret that your experience using Hotels.com was not to your satisfaction. The information you have provided regarding the website has been forwarded through the appropriate channels for review. All the contents and descriptions online for this property came directly from the hotel to ensure all information that we disclose online are a 100% accurate.
[removed]: Just because the descriptions and content come from the hotel does not mean it is 100% accurate.
Mary Jane: I totally understand that your disappointed right now because of your experience and I was trying my best to give the best resolution on this matter.
[removed]: I was physically at the hotel the day of my booking and took picture to show that hotels.com did mislead me.
Mary Jane: Please bear with me here.
[removed]: Okay, did you get in touch with the hotel?
Mary Jane: Please stay on the line for a couple of minutes more. I am still trying to reach them.
[removed]: Okay. Also, who is your manager and may I have their contact e-mail?
[removed]: What is an e-mail for hotels.com that I can send these images to? I am very concerned RIGHT NOW that people will be scammed into booking this again.
[removed]: This is unsafe for children and adults. I worry that you may have a lawsuit coming soon.
[removed]: There were chainsaws in the bathroom, broken windows, bugs crawling in the sink, MOLD ON THE CEILING
[removed]: Will it take someone going to the emergency room or a lawsuit for hotels.com to make a decision to take it down?
Mary Jane: I understand Kristina. I will escalate that to the hotel.
Mary Jane: I just need a little more time. I am now talking to them and negotiating your request.
[removed]: Thank you.
[removed]: This comes from a place of concern for the safety and well being of other humans. I don't want anyone to experience what I did. I don't want anyone to get hurt or sick.
[removed]: I am concerned the hotel will continue to function under false representation on websites like hotels.com and expedia. The majority of the reviews say the same.
[removed]: People believe in hotels.com because it is a large enough corporation that they think they would not have a scam on their website.
[removed]: It is reputable. My concern is that if this hotel continues to function on your website, people will continue to book and get scammed, sick or hurt due to the misleading information.
Mary Jane: Please bear with me here I am now speaking with the hotel representative.
[removed]: Thank you
Mary Jane: Almost done negotiating from the hotel.
[removed]: Thanks Mary Jane
Mary Jane: Thank you for your patience.
[removed]: Thanks
Mary Jane: Thank you for patiently waiting. I just got off the phone from the hotel. What I did, I exhaust all my efforts to negotiate this form the hotel, I ask all posible
Mary Jane: Sorry about that I was typing too fast. Let me correct that again.
Mary Jane: Thank you for patiently waiting. I just got off the phone from the hotel. What I did, I exhaust all my efforts to negotiate this form the hotel, I ask all possible option such as asking for a full refund, but they are very firm to imposed their policy. So I ask for 50% refund for the inconvenience that have caused you, the good news is I got an approval from them that they will release the 50% back to your credit card as possible today.
[removed]: Okay. How do I get receipt of the fact that they are supposed to do that today?
Mary Jane: The amount of the refund that would be process by the hotel was 103.79usd back to your card today. If hotel will process refund today, it may take up to 3-5 business days, still depends on your bank for the posting.
[removed]: Okay. Where can I send the pictures and complaints to? I tried to write a review but that is not enough. I need to let someone at hotels.com see the pictures.
Mary Jane: You may also call the hotel and your bank for the status of your refund. I have the phone number [protected].
[removed]: Mainly, I am concerned about the safety and well being of others
[removed]: Will this refund be in the system when I call hotels.com?
Mary Jane: Since it is a Hotel collect type of booking, it will not reflect that in our system if hotel already process the refund. That's the reason why we advised customer to contact the hotel directly and their bank for the status of the refund.
[removed]: Okay. Now, for the hotel on your reputable website. Who can I e-mail my pictures to? I need the hotel taken down from your website. I don't want anyone to get hurt.
Mary Jane: You may leave your review here on this link https://secure.opinionlab.com/ccc01/o.asp?id=qKjHVNIT
[removed]: This website is for the removal of reviews.
Mary Jane: You may also add review to it.
[removed]: I wrote a review on hotels.com is it pending approval?
[removed]: I wrote it and now it is saying on the website that I did not submit any reviews.
Mary Jane: Once a review is submitted, the Guest Review team checks all the reviews submitted, and within two weeks emails the customer to confirm if the guest review was Accepted or rejected.
[removed]: Okay. Can I receive the other 50% refund from hotels.com by way of a credit?
Mary Jane: To add a guest review you may Do so from the Bookings link on the website and clicking on the link next to the hotel name.
• Respond to the email that invites them to rate the hotel after their stay is complete.
[removed]: The link you sent me to write a review directly to expedia group is for "Expedia Group customers may submit a request to remove their own verified traveler reviews by filling out this form (required form fields denoted with *). Removal of reviews is at the sole discretion of Expedia Group. Please visit Expedia's Community page for further information."
[removed]: Its for removal.
[removed]: It is asking for information of the already published review.
[removed]: I need to contact someone directly at hotels.com.
Mary Jane: As much as I would love to give you credit my system wont allow be to do so. Since the hotel already provided a compensation about it.
[removed]: Please give me an actually link or email to make a complaint to hotels.com
Mary Jane: https://service.hotels.com/en-us/#/article/12010
Mary Jane: You may use that link to write a hotel review.
Mary Jane: Is there anything else I can help you with today?
[removed]: Mary Jane, it is not enough to just wrote a review for future guests. I need to contact someone at hotels.com to show them the pictures. I need them to know how terrible this place is. There are past reviews that say how terrible it is and nothing changed from hotels.com
[removed]: Can you give me a contact to send my pictures to?
Mary Jane: I understand. You may formalize your complaint from either the website or write a letter to our corporate offices. The feedback form is found https://secure.opinionlab.com/ccc01/comment_card.asp?time1=1379081058837&time2=1379081064195&prev=http%3A%2F%2Fwww%2Ebing%2Ecom%2Fsearch%3Fq%3Dhotels%2Ecom%26src%3DIE%2DSearchBox%26FORM%3DIE8SRC&referer=http%3A%2F%2Fen%5FUS%2Ewww%2Ehotels%2Ecom%2F&height=900&width=1600&custom_var=
Mary Jane: And a letter may be written to Customer Relations, Hotels.com
5400 LBJ Freeway, Suite 500
Dallas, Texas 75240
[removed]: Okay. Can you send me this entire chat to my email? shiao.[protected]@gmail.com
Mary Jane: I understand that you want to have a copy of this on your email, but I don't have capability to do so. We advised that you may took a screen shot of this chat session. But rest assured that everything that we have here i well documented.

This is my booking information:
This booking has been completed.
Your Hotels.com confirmation number: 8145555539337. Thank you for booking with Hotels.com
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Booking details
Toque al Atlantico Family Hotel
Toque al Atlantico Family Hotel
2.0 / 5 14 ratings
PR 681 KM 6.4 Islote Ward
Arecibo
00612
PR
+[protected]
Summary & Room Charges
Check in:
Thursday, May 31, 2018
Check out:
Friday, June 1, 2018
Duration:
1 night
Room type:
TA 102 Ocean Front Family Room One Queen Bed One Sofa Bed 1st Floor
Total rooms:
1
Free WiFi is available in this room FREE WIFI
Room 1
TA 102 Ocean Front Family Room One Queen Bed One Sofa Bed 1st Floor
Number of nights:
1 night
Number of guests:
[removed], 2 adults
Preferences*:
Non Smoking, 1 queen and 1 sofa bed
$180.83 Price per room per night:
You will be charged deposits by the property based on the following schedule.
30 percent (after booking)
$35.00 Additional fees charged by the hotel
$215.83 Cost for this booking
* Please note: Room preferences and Special requests cannot be guaranteed. Special requests are subject to availability upon check-in and may incur additional charges.

Hotels.com® Rewards
0
Free Nights
[protected]
You have collected 1 night towards a free night for this stay.

Payment Information
Billing Name:
[removed]

Card type:
Visa
Card number:
XXXXXXXXXXXX2419

Billing address:
32606
US
Additional hotel information
Checking in:
Extra-person charges may apply and vary depending on property policy.
Government-issued photo identification and a credit card or cash deposit are required at check-in for incidental charges.
Special requests are subject to availability upon check-in and may incur additional charges. Special requests cannot be guaranteed.

Please note that cultural norms and guest policies may differ by country and by property. The policies listed are provided by the property.

Important notices:
Guests will receive an email with special check-in instructions prior to their arrival. For more details, please contact the office using the information on the reservation confirmation received after booking.

This property requires a nonrefundable deposit at time of booking. If canceled or modified at least 59 days before the date of arrival, 50% of the reservation balance will be charged. If canceled 29 days before arrival or in case of no-show, the total price of the reservation will be charged. For more details, please contact the property using the information on the reservation confirmation received after booking.

Amenity highlights:
Wireless Internet access is complimentary. Complimentary self parking is available on site.

Toque al Atlantico Family Hotel is a smoke-free property.

Notification and fees:
Pets are allowed for an extra charge of USD 75 per pet, per stay

Hotel Terms & Conditions
Extra-person charges may apply and vary depending on property policy.
Government-issued photo identification and a credit card or cash deposit are required at check-in for incidental charges.
Special requests are subject to availability upon check-in and may incur additional charges. Special requests cannot be guaranteed.

Please note that cultural norms and guest policies may differ by country and by property. The policies listed are provided by the property.

Cancellation Policy
If you change or cancel your booking after 6:00 PM, 05/01/18 (America/La_Paz) you will be charged a 100% fee
If you change or cancel your booking on or before 6:00 PM, 05/01/18 (America/La_Paz) you will be charged a 50% fee
We will not be able to refund any payment for no-shows or early check-out.

When booking a hotel with airport transportation included in service, IF you arrive a curtain place at a latest specified time - and the SHUTTLE IS NOT ARRIVING at all. The hotel says that You have to take this up with the third part and the third part just say - "Hey - This request has been denied, and thus we may only relay the same. Our apologies for the time this has taken, unfortunately, we would not be able to honor the request." Who to appeal to? I have tried, but it is the same person answering me all the time. You cannot appeal a decision made of a person to the same person? What company is really this Hotels.com? Is it for the customer or the company - customer service is something they need to learn I think.

Hello,

I am contacting you regarding an issue that we had this evening at the Econo Lodge in Grawn Michigan. My daughter had an ice skating event this weekend in Traverse City and we decided to book on hotels.com. The hotel was advertised in Traverse City close to the stores and entertainment. My daughter is a competitive athlete in the Eastern States, so we were excited to find a great deal and price with a nice close distance from everyone and everything. When we arrived I was confused, because the advertised location was in Traverse City. Also, a young man was smoking at the front door when we arrived and there were several men, around the hotel smoking, which was a little uncomfortable due to my daughter being so young. When asked about the location issue (not located in Traverse City) the young lady at the front desk advised that this Econo Lodge was "right down the street" from the location that was advertised on hotel.com. I asked her if other people had issues regarding the location and she stated that they have. I advised that we were told that the location was in Traverse City and we would be happy to move to another hotel owned by "choice hotels" in the Traverse City area. We even stated we would pay more for a closer hotel to my daughters competition. She stated that she was unable to accommodate this because we had booked with hotel.com. She said we would have to pay the full cost. I asked for a refund for the second day and she said she could not do this, because hotel.com would not let her (we later called hotel.com and Choice hotels and they both told us that it was up to the individual manager). We then went into the room, because we were afraid we would not find another hotel so late, and when we entered the room we found the bed had cigarette ashes on it and the room and hotel smelled like cigarette smoke. We went to the front desk and told the young lady at the desk that we were disappointed that she would not reimburse us, but we were checking out (we were only there for approx. 30 minutes) and asked her to please make note that hotel.com falsely advertised her hotel in a location that was very obviously not in Traverse City and that the hotel bed did have cigarette ashes and smelled significantly of cigarette smoke. We then left and had to pay large amounts for another hotel during a busy weekend and competition, which we would have been happy to do with another choice hotel. We advised the lady at the desk if she could transfer us to another choice hotel and transfer the amount we had paid for the one at her location we would gladly pay the difference (this would have pocketed choice hotels with an additional 200-300 dollars. We, also, told the man on the choice hotel 1-800 number that we would do this too.) Both advised they could not do this because it was hotel.com. Hotel.com advised us that they could not do anything because it was not up to them.

We were very disappointed. I wanted to let you know of our experience with this particular hotel and their customer service. It seemed like each person blamed the other for the inability to solve the problem.

Friday night, 6/1/2018 at 8:00 pm I called hotels.com to book a hotel room at beach house inn, daytona beach at 1601 s atlantic ave daytona beach, fl 32118.
I was not asked for an email address for confirmation. I was told by the sales team that I could get text message confirmation on my phone number provided to them which is [protected]. I booked the room for 2 nights (check in 6/1/18 and check out 6/3/18)
I never received a confirmation text message so I called hotels.com back to make sure my room was booked. I was told there was no record of me booking any rooms with hotels.com but my bank account was charged $302.03 as soon as I got off the phone with hotels.com. I spoke with a manager in hopes that he could help me get a refund since I couldn't stay in the hotel I already wanted my money back. He told me there was nothing he could do to help me. I called hotels.com on saturday morning (6/2/18) because my bank provided me with an itinerary number which is shown in the picture I have attached to this email. Hotels.com told me they can not refund me my money because the hotel will. I contacted the hotel and the told me that I have to get a refund through hotels.com. I'm getting extremely aggravated because I was told that I had a room booked and my money was taken from me but I did not stay in this hotel because a room was not provided to me. I would like a full refund from hotels.com of $302.03 because I was ripped off for a hotel room that wasn't even booked to me. If I do not get a refund I will have to take it further and go to court to have this issue resolved.

Booking Reference: [protected] and [protected]
1. I had done the hotel booking for our Budapest visit through Hotels.Com, for Continental Hotel Budapest. As per Booking [protected] (attached separately as Book1), I had booked for 4 nights and 3 rooms from April 27, 2018 to May 1, 2018., with the total payment of $2, 275.32. Since, 2 of our members, Mr & Mrs Satish Sheth, were reaching Budapest on April 26, 2018, I had done separate Booking [protected] (attached separately as Book2-Original) for 1 night and 1 room for Mr & Mrs Satish Sheth, with the total payment of $223.27. However, by oversight, the dates used for the booking were May 26, 2018 to May 27, 2018 instead of April 26, 2018 to April 27, 2018.
2. When I realized the date mismatch, contacted your Customer Representative on April 22, 2018 at [protected]. She checked the availability of the room for April 26, 2018 and offered a room at the same Hotel for $176.23, vide a revised Booking [protected] (attached separately as Book2-Revised). I requested credit for $223.27 for the earlier booking, as it was only change of dates and not the cancellation of the booking. She informed that Hotels.com has no objection for the refund but has to get the approval from Continental Hotel Budapest. After keeping me on hold, she informed that Continental Hotel Budapest refused the refund. Thus, I was additionally charged $176.23.
3. During our stay at Continental Hotel Budapest, we contacted Hotel Manager and asked about this booking. Upon arrival at the hotel in Budapest, their front desk manager, Mr. Ga'bor Horve'th advised us that he does not have problem issuing the refund if, in fact, their hotel assessed charges for the room. But he could not find any charges at all. This means that not the Continental Hotel but your company - Hotels.com has charged us although you have not made any payment to Continental. He further referred the case to his chief concierge- Mr. Attila Dorszki to follow-up the next day.
4. Mr. Dorszki confirmed that they have no problem issuing the refund, especially since they can never charge twice to their client for the same room on the same day. He called Hotels.com in front of us; but once again, Hotels.com could not verify any payment made to the Continental Hotel.
5. If there was no payment made to Continental, how can Hotels.com claim that they can not issue refund because they are not getting approval from Continental. Mr. Dorszki also felt that this is unfair on part of Hotels.com to refuse the refund.
6. Though, the Customer Service at Hotels.com was contacted vide e-mail, we failed to receive any reply!