Hotels.com
reviews and complaints

Confirmation #[protected]
Check in 7/27/18
check our 7/29/18

This was a horrible place to stay. No way was it worth $201.32. It was not worth $50.00 for 2 nights. I am very disappointed in Hotels.com for this booking. I thought your integrity way higher that this place. It was dirty, only had 2 towels and they both smelled musty, there was hair in the sink when we first got there, pubic hair on the wall in front of the toilet that wasn't even 2 feet away from the toilet. Something brown on the wall that looked to be feces. Floor was hardwood and very gritty you would think you were at the beach not downtown Branson. Brown Recluse Spiders.
Beds were very uncomfortable. Needless to say we did not rest staying in this establishment. It is very outdated, needs to be renovated and get rid of the rabbits. Stuffed rabbits in the room, statues of rabbits all around the outside. They even had a chicken coop with chickens in downtown Branson. Assigned parking and someone was in our parking space we couldn't even park until he found out who was in our spot.

I scheduled a room and all was good, got my email confirmation saying the room is booked and "guaranteed". I got to the hotel and they said they did not have my reservation and if I had a confirmation #. I did. I showed them and they said they canceled this because of their new reservation rules. I call Hotels.com and they called the hotel who told them they were booked. I was offered a refund or another room somewhere else. I needed a room so I said, please book another room. This is now 11pm. After 45minutes they said they found another room three miles away. I said great and they said they would book it and refund me 6 dollars as this room was cheaper. Okay, no worries, I can salvage this. I drive to the new hotel and go in and stand there for like 20minutes while the guy stares at the computer screen. He gets up and says, I'll be right back. Returns with another man who looks at the computer then says to me that I don't have a reservation for tonight, I have a reservation for tomorrow. What! I go back to my car and call Hotels.com again, go through the whole electronic assistance before I can reach a real person, who promptly after explaining, transfers me to someone else where I had to explain the whole story again! The person was rude and did not seem to care that I was being displaced and stuck without a place to sleep. He said the computer wouldn't let him get me a new room. I responded with, you will let me sleep in my car because your computer won't let you. He promptly got his manager and then got back on the phone and said, they will give you the room tonight and it's not a problem. I say thank you, hang up and go back inside the hotel. I ring the bell and the guy comes out and I asked him if Hotels.com called and worked it out. He says, No, and my reservation is for tomorrow. I leave again and call Hotels.com again. I again go through all the issues trying to get a real person, when I did and explained, I was transferred yet again. Now 2am and no room, frustrated, tired and angry. After much conversation, they said they have to cancel the reservation and they would look for another room. They came back 20 minutes later after the hold canceled and they had to call me back, they said they found a room 23 miles away and if I wanted it. I thought about it and said, I was too tired and exhauseted to drive 23 miles. They said their was nothing else they could do and would refund my money. I had to find a safe place to park and I slept in my car! I hate these people and how they treat people. They were focused on the amount of money I had scheduled my original hotel for and had to find a comparable place. My Hotels.com history can tell you that I usually book nice hotels and got this last minute and it was a good deal. I would have kicked in money to stay closer as I was sooo tired, but that was not an option. I will never use this service again and I hope others don't ever. On a gesture of good will, they sent me a voucher for $25.00. Well, take your $25.00 and shove it up your you know what! I hate you people for leaving me stranded and unsafe!

Dear Hotels.Com,

We would like to share a horrific experience of staying for two nights in the Copenhagen Admiral Hotel Room 266 on July 26-27.

We reported to the front desk of the Copenhagen Admiral hotel at 14:00 on Thursday, July 26 after a long flight from the United States. The front desk guest service agent informed us that the hotel upgraded us to a suite on the second floor with a harbor front view. We happily moved in only to realize that the room temperature was 37C, and we were forced to open the balcony door immediately to let some air and possibly to cool the room down. However, the noise from the adjacent Ofelia beach, docked yachts, street food vendors, the hotel's bar and restaurant was so loud that we were forced to increase our voices when speaking. The DJ in the bar in the Ofelia beach was constantly increasing the sound of music with the loud comments to entertain the audience. Because of our 16- hour journey to Copenhagen, we were extremely tired and certainly wanted to take a couple of hours of sleep. Unfortunately, it was absolutely not possible to sleep in the room with the closed door due to 37C heat. Therefore, we decided to take a walk through the city hoping that the noise would cease when we would be back in the evening of July 26. We returned to the hotel around 08:00 PM, but the noise became even louder. The people were jumping in the water right under our room's window, they were screaming, laughing, and talking very loudly. The dancing and the discotheque were in full blast. This noise continued until 04:00AM on July 27th. We did not get a chance to sleep at all that night due to these extreme noise conditions.
We spent all day in the town on Friday, July 27th and returned to the hotel at 09:00 PM. There were hundreds of people in front of the hotel eating street food, dancing on discotheque, and, to make things even worse, there were two parties on the ground floor of the hotel and on the docking boat right below our hotel window. The music at the party and the noise were so loud that we complained to the hotel front desk at 11:00 PM. Hotel Guest Service Agent replied that "it was not supposed to be like that" and promised to calm this party down. Unfortunately, the party in the hotel continued until 01:00 AM on July 28th, and for the second night in a row, we were not able to sleep in a hot room with a constant non-stopping noise.
The above-mentioned description represents a very serious health hazard, and we consider ourselves lucky that we did not experience any serious health complications due to an extreme heat and two sleepless nights. In view of the above, we kindly request you to reimburse us the charges for two nights, July 26 and July 27 in the amount of $ 512.05.

Please do not hesitate to let us know if you need any additional details on our stay in Copenhagen Admirals Hotel on July 26th and 27th

Thank you in advance for your support. Igor Drozd.

I booked some hotels but cancelled them. I called and was told I could not get my money back for 3-5 days even tho I explained that I was visiting a different state and did not have any money because of them holding it and needed them to provide me my money back for me to get another hotel. I was denied due to policy now I'm wondering how you feel about leaving family homeless and hungry on a vacation gone wrong. I need someone to call me on this. [protected], [protected], & [protected]

I called Hotels.com to change the number of travellers in my reservation ..kayla helped me and said that was easy and said she fixed it and will refund me 200 $ because there was a price drop ..I asked her to confirm that it was the same suite with ocean front view premium level and she confirmed it's the same suite..I recieve a confirmation email that shows my reservation was changed it a superior room with no view no internet ...when I called they showed the least responsible respond from agent Heather to manager Kevin who said will call the hotel and call me back but never did.. this room they switched me to at the time I booked was 100 $or more less then my suite ..but I always chose to pay more for the view . Until now nothing was done ..I m a regular customer with hotels .com ..I spenf from [protected]$ per year and this service is totally unacceptable . And if i dont get an appropriate fix apology for what happen I 'Ll just delete the app and never use hotel.com again .worst customer service ever This is the confirmation #I have (after they messed up ) [protected]-1 Ny name is Neveen Ibrahim .email [protected]@yahoo.com
Phone [protected]

Brazil has experienced 2 weeks of truckers strike, therefore there was no Gasoline to travel to the Hotel and back home. Two days before I called Hotels.com and got all 3 rooms cancelled. On the next day, not comfortable with the statements received on the cancellation forms, I called them again and was informed that the cancellation was without fines.

Cancelling protocols numbers for 3 rooms issued on May 29, 2018 > [protected], [protected] and [protected]

Confirmation of fine exemption protocol issued on May 30, 2018 > S165036886

In July I noticed that the Hotel (Pousada Villa Alferes) had charged the credit card for the entire bill. After several emails and phone calls to both Pousada Villa Alferes and Hotels.com, the Pousada Villa Alferes reimbursed only 80% of the amount and Hotels.com offered a voucher for the ballance, which I did not accept firstly because it is full of restrictions and tricky conditions, secondly because I will not be able to travel on the short and medium term, and mainly because I do demand to get my money back once they have held it unproperly.

I complained again, set a date limit of July 26, 2018 to receive my money back, but apparently both Pousada Villa Alferes and Hotels.com Brazil are aligned to resist on reimbusing the total money taken from my credit card incorrectly, to say it politely.

I Issued a complaint for both companies on the Brazilian complaint site Reclame Aqui (Complain here), but found important to let the headquarters know how its subsidiary in Brazil treats its customers.

Celso de Souza e Silva
Customer Number [protected]

I wrote to Hotel.com to request for thier assistance on rectifying my duplicated hotel booking at two different hotels on the same day of 1 Aug via their website. Being a loyal customer of their website, I have made all my upcoming Eastern Europe trip hotel booking through their site. On last week July 15, I made my 1night hotel booking (In- 1 Aug, Out- 2 Aug) at Mercure Salzburg Central in Salzburg (my Hotel.com confirmation no. : [protected]). Originally, I should make my another 1 night booking at Der Wilhelmshof hotel in Vienna for the day after (In- 2 Aug, Out- 3 Aug). However, after I made 8 hotel nights bookings at the same day with your Hotels.com, I was wrongly inputed the same check-in of 1 Aug (instead of the the correct check-in date of 2 Aug) for my hotel booking reservation with Der Wilhelmshof hotel, Vienna (my Hotel.com confirmation no. : [protected]) as below. Unfortunately, Hotel.com's online booking system couldn't alert me for any duplicated hotel booking for the same check-in day. I found out my duplicated booking by myself on July 17. Observiously, I won't be able to check-in for the two hotel for the same day on 1 Aug. I called both Hotel.com customer service hotline and the Der Wilhelmshof hotel for assistance. When I contact Hotel.com, they directed me to contact the hotel for changing the booking, but when I contacted the hotel, the hotel told me I should contact Hotel.com to rectify the booking. I just feel so frustrated and helpless on this case. I really hope that Hotel.com could treasure the value of their loyal customer and offer assistance on my case.

Grateful if Hotel.com could provide their professional service on assisting me to change the booking date from Aug 1 to: check in on Aug 2 and check out on Aug 3 (Premium Triple Room) at Der Wilhelmshof hotel, Vienna (no. [protected]). Should there be any reasonable surcharge involved, I don't mind to bear on it.

I have been a faithful customer with Hotels.com for years and as a result, I have convinced many to book thru this website. Unfortunately, I just encountered a very annoying situation. I booked the wrong dates for a complex trip to Norway. Within a few hours of noticing the error, I called the hotels.com office in Italy where I live, at opening time the next morning (within 24 hours after making the reservation). It is a no refund reservation. Actually, I didn't even have a choice if I wanted to pay more for a refundable one. I booked what was available. Anyway, I explained that I made an error in making the reservation…. I think these kind of things can happen especially when people are tired. The employee then said that the hotel would allow me to choose another date but I stated that I couldn't decide the dates at this time. I have to rebook an entire trip and that takes days to do.
There is no flexibility what so ever for these kinds of mistakes. Why not tell me that you will give me a credit to use within 6 months if you can't refund someone who contacts you right after making the online reservation.
As a result, both me and my husband will discontinue booking thru Hotels.com. We are frequent flyers and spend at least one quarter of the year in hotels and many are booked thru this website. This will no longer be the case. I may consider returning if they change some of their policies. It's a shame they aren't a bit more 'human'.

email sent July 12, 2018, no response:
confirmation # [protected]

Hi Hotels.com: I sent in a very negative review after this stay and requested a refund ... because the stay was so bad --- on checkout, the elevator remained broken down from the night before and I had to walk 7 flights of stairs again, this last time with my luggage ... and ended with a sore arm and shoulder ... there was no phone anywhere in or near my room to get any help. And first room assigned was used ... and not cleaned ... and they didn't even know.

I'm still very angry about this ... Do something or I'll never use your platform again.

I insist on a refund but have not heard from you. Destiny's hotel staff is very nice and apologetic but the setup is atrocious ... definitely not worth Euro80 a night and I had to rent a towel for Euro3! Destiny hotel needs to compensate me.

You are so quick to ask for feedback and posting positive ones but on this stay (and I have booked so much through you), you have not yet replied.

Can you pls get to it. Thanks.

Best Wishes from Li Li CHUNG

I earned my $180 free night a few years ago, and earned another $114 free night in 2017. They will expire on March 2018. My understanding of the policy for Hotels.com is that you will keep your account good as long as you have activities within a year. Based on my understanding and assuredness that my understanding is correct, I called Hotels.com in January, whose representative assured me that my free nights will not expire as long as I have activity prior to March 2018. I made redemption in February 2018, which should extend the expiration until February 2019. Regardless of my cancelation in May, my 2 free nights should not expire until February 2019. Here is the problem.

When I tried to book a hotel in July, I found that I only had the $114 free night. So I
1. On July 13, called Hotels.com. After talking to the representative for 30 minutes, and asked to speak to the supervisor, I got disconnected after being told to hold for 10 minutes.
2. Emailed Hotels.com the same day. On July 14, the first representative responded:
"we noticed that you were able to redeem your free night on February 25, 2018 which is prior to given timeframe. Hence, 10 nights earned did not expire at all and new expiration date should now be February 25, 2019. To rectify this, we have forwarded this case to our specialist team for further investigations. We will give you an update within 7 days.
Rest assured that nights did not expire as you were able to make an activity."

3. I thought that he was right, and waited 9 days, but nothing came up. On July 23, I send another email and asked for an update. The second representative responded:
"We reviewed your Rewards account and we found out that our Rewards team added the 2 earn nights on your account that you've collect Residence Inn by Marriott Worcester and you have 1 Free night available which is the value of 114.15 USD."
I don't want you to add the 2 earn nights. I want my 2 Free nights!

4. So on July 24, I told them that I want my free nights back to my account. The third representative responded:
"On February 24 and 25, 2018 you had 2 free nights available and redeemed it on itinerary numbers [protected] and [protected]. In free night redemptions, the nights will not expire as long as the redemption booking is created before the expiration date, and the stay does not have to be completed. When you redeemed the free nights and then cancelled later, the free nights returned to your account after an hour."

5. Exactly, my free nights should be return to my account. But why only 1 night. So you guess it. I told them that getting my free NIGHTS was the issue. The fourth representative responded:

"We would like to clarify for you that you only had 1 Free Night available, which you had used on your reservation under itinerary number [protected]. When you cancelled this booking, your Free night worth 114.15 USD was returned to your account. You then redeemed it again for your itinerary number [protected], and since you opted to cancel this as well, we have returned your Free Night back to your account again."

Now suddenly I only had 1 free night. At this point, I don't know whether Hotels.com trains their representative competently or not. Apparently, every representative has a different understanding of my account. It's a simple issue, and with 1 phone conversation and 4 emails back and forth, I still had the problem. I am disappointed and angry with the customer service.

I demand a refund! This is the dirtiest hotel I have ever stayed in. The towels were dirty, the kitchen smelled like mold, there were no sheets on the bed, the pillows cases smelled horrific and there is no air conditioning as indicated. Noises apartment and street. He took money for tax and did give a receipt, just put the money in his pocket.Absolutely the worst place to stay in Lisbon. I accept a full refund! How can you advertise a place like this? Also the host knows nothing about the city, doesn't even speak the language.

Dear Hotels.com
Through 20yrs i have travelled for pleasure and mostly business. I have stayed on 2 to 5 star hotels all over the world. For the first time i need to file a complaint and leave a public review. We booked 5 nights and payed 21, 500dkk (4300/night) for what seemed to be a nice 4-star hotel. Never ever in my experience have a hotel stay offered as little value for money. This hotel room is worth no more than 1000-1500kr (2/3 star in high season) and it has not been renovated since the 80s it seems (well except the 3 dollar ikea lamp). As we booked a family room we need access with a stroller however we are located at 1. Floor with no elevator. As we asked for a ground floor room and one that is decent, we were told to pay 800 Eur (for 4 nights) extra for a upgrade to what they call a jr suite (its just a normal/decent room i have seen it). A couple of the complaints:
- not a 4 star hotel room
- it renovated for decades (see pictures)
- no access w stroller to family room for or child
- miniature shower/no bath tub
- no window/poor climate as bathroom
- extremely thin walls, we basically hear when neighbors go to the toilet at night
-
I remain frustrated and extremely offended by this way of milking and stealing peoples money for basic accomodation that hasnt been kept for years. I wish to ask for a part refund of money as compensation. As they will not offer other rooms (and other hotels are full on the island) and we are also staying here with my in law parents who we need to take care of, i cannot just leave the hotel, but we hope to leave when they have their flight home which is on Thu 26 July. Please help ensure we get refunded and compensated properly.

Dear Hotels.com team,

I would like to bring to your attention that your "booking guaranteed" statement in the confirmation email was not upheld and this has shaken the image I have of hotels.com.

Our flight arrived on the morning of the 19th, and the hotel informed us that they resold the room despite the fact that we notified them that we will arrive early morning on the 19th. The didn't give us a room until 9:00 am on the 19th meaning that we paid around USD 330 to utilize the room for 3 hours (given that typical checkout times are usually at noon). We paid the night of the 18th to avoid the inconvenience of not having a room on the morning of the 19th, and still, we were extremely inconvenienced especially after a red eye flight.

I cannot express enough how disappointed we were and the fact that our money went in vain.

We trust that you will compensate us for the inconvenience by pressuring the hotel, but also by compensating us for a "booking guaranteed" promise that was not fulfilled.

Best,

On Sat night July 21, 2018 we were driving north bound on I95 and booked the wrong hotel. We tried to correct this error within 10 min of booking and was told we could not cancel and get a refund or a credit. I feel this is unfair. Mistakes happen and it was an error I even requested if they could get me another hotel or credit for future use.

I don't feel this is good business. I would appreciate anything that can be done.

Sincerely
Deborah Prego
[protected] for Holiday Inn Express Hotel & Suites Smithfield

My name is Jose Urresti, I paid for a hotel Friday the 20th. I received a call Saturday 21st around 10 am from an associate telling me that my room was not available and that they have another hotel for me. I was driving at the time I received the call so I asked him if the hotel and room will be the same and he said yes and the hotel has more stars. He offered breakfast for all of us and 25 dollars coupon. When I arrived to the hotel the bathroom was dirty and it was not what I requested. It was a room for people with disabilities, something I did not request.
I called and spoke with Katia Cortez, and she couldn't help me. I already left the hotel and paid for a different one. I expect to at least get my money back, I don't want anything else. Driving with my family with this weather condition was not safe. This is very frustrated and I'm very disappointment with Katia Cortez customer service, who couldn't understand the whole situation and frustration we weee going through.

I reserved a hotel from your site which was Econo Lodge in Canton, Michigan - for July 19- July 21st paid for in June 26th and was very disappointed in the cleanliness- room smelled- sheets not cleaned- next day-room not cleaned either wet towels still on tub-sent email to there information email on check out page.. I trying to send pictures but not coming up- if you need to see any- email me at [protected]@neo.rr.com ..
we went to a wedding for my niece and tried to have a good time but I couldn't shower at all didn't feel clean and trust anything- I had to put sheet on top of bed to sleep .
And we didn't have money to go to another hotel- my husband a week ago friday had just got laid off- and didnt have extra $..

I would like a refund.. Kathy Elrick
Account from Hotel was [protected]
confinmation # [protected]

We had a reservation, confirmed, for a decent hotel for one night due to an early morning sporting event. The rate was $104. We got there around 8 PM and were told by the hotel that they didn't have our reservation and were full. They instructed me to call hotels.com, which I did. They said they would have to call the hotel to check on it themselves and put me on hold. While I was on hold, the call was disconnected. I had to call back and wait on hold for several minutes for the the second time. I was again told that they would have to call the hotel to check, and was put on hold. When it was determined that there were no rooms, I was sent to another department for rebooking, I thought. In that department, I was again told that they would have to call the hotel and was yet again put on hold. Again, I was disconnected but had been told if that happened the agent would call me back. I never got a call back. By this time we had been going back and forth for an hour, it was getting dark, and we had nowhere to stay. So, I had to call and wait on hold yet again. The new agent had to call the hotel to check on the room one more time when I got through again. At this point, my husband was calling every hotel in the area and couldn't find a room. Finally, the agent determined that they would find us a new room, but, of course, they couldn't find anything either. She suggested at one point that if I had a car, maybe I could drive around and find a room. It was now 10 PM and we had nowhere to stay. We finally found a room ourselves for $144. It was a terrible hotel in a sketchy neighborhood. Loud music and yelling occurred throughout the night, the milk at the breakfast was sour, and we didn't feel safe. We would have been so much better off leaving home at 5 in the morning than staying. After lame excuses from the agent and her telling us how terrible she felt that we had nowhere to stay, she offered a $50 credit or a room 40 minutes away. I just wonder how this happened. I definitely can't trust hotels.com anymore and would advise others to book hotels in a different way. It was a nightmare that didn't get taken care of well at all. I feel like so much more should have been done and this never should have happened. Incidentally, one of my daughter's teammates got a room at our original hotel by just walking in shortly before we arrived. Terrible.

Found red roof inn booked on your site. It was located in rolling park Baltimore Maryland. The room was disgusting stains on bedding. Bathroom door dont shut. Vanity is broken in bathroom. Vanity is filthy. Bed uncomfortable. Blinds dont shut. This place is filthy the pics on your page do not go with what the property looks like. This place is awful. I have had good experiences with hotels.com but this is the worst. If you need further information [protected]@yahoo.com

Property was red roof inn rolland park Baltimore Maryland

Dear hotels.com,

We have booked a hotel room with balkony at the blugreen vacation the soundings, ascend resort collection - dennis port from 11. July 2018 to july 18, 2018. Reservation no. [protected].

We got a room with no balkony. Instead we can view a parking lot from three windows.in addition, we overlook a corridor to the elevator from another window. Outside bedroom no. 1 is placed 7 ventilation engines. Outside bedroom no. 2 is placed 4 ventilation engines. These ventilation engines turn on and off at different times and have levels of noise which keeps you awake at night.

We immediately complained to the hotel and the receptionist (zac) promised to re-book us to another room on friday 13. July 2018. On july 12 the manager (of zac) refused to move us to the room we had been promised (and in fact ordered).

Please help out urgently or refund this stay.

Best regards,

Reservation [protected]

I recently stayed on june 27th at an econolodge hotel in redgranite wisconsin. I made the reservation online for $74/room (2 rooms 2 people) per night (1 night only) and when it came time to pay for them I entered my credit card number the first time and it said they could not process it. So I started all over paid for it again and that time it worked. And then receive two emails with two different confirmation numbers. I waited until I got there and explained it to the hotel owner and he did not give a rat's [censored] about the double booking/ two different confirmation numbers. I spoke with two different people about this and they said they would look into it and send it for review, I have not heard anything back and I want my refund for $156. 14. This is bad business practice and very unfair.