Hotels.com
reviews and complaints

I am disgusted by your TV ad showing three pug dogs being used as bongo drums at a hotel party. This could easily give permission to people to treat their pets inhumanely as musical instruments. So disrespectful and bordering on animal abuse! I feel sickened each time I see the ad on TV and most definitely have a negative response to anything Hotels.com.

I called Hotels.com to verify a specific room type was available. I wanted a room that had a double sofa bed and a king bed in a separate room with a door. The agent assured me this room type was available (only 5 left). I went ahead and booked the the room. I arrive at the hotel and the sofa and king bed are all in the same room. I called hotels.com to find out what happened to the room I requested. They had no answer and only offered me a $100 credit for a future booking with them. The room tupe i requested was all booked, since the hotel was sold out. They charged me for the more expensive room I requested, but booked me the cheaper room. I went back to their website to make sure I didn't read the wrong information, and sure enough the description reads "separate bedroom". Now the cancellation policy won't allow them to refund any of my money. Why would I have any confidence to book with them again with their $100 credit? This has the feel of some type of scam they are running, by charging me for the more expensive room and reserving a cheaper one and pocketing the difference. Seems like a ponze skeem. If I wanted 2 beds in the same area, I would have booked a double room at a cheaper hotel. I didn't need a kitchen and full size fridge. I only needed beds in separate rooms.

My husband and I reserved two nights at Heritage Inn express at Roseville California on 5/19/2018 were we there to attend our daughter wedding on 5/20/2018.
When we arrived to the hotel we felt the room wasn't clean enough but we decided to give it a try. On Sunday morning we were rushing to be at the place for the event. I noticed a red bump on my left wrist it was itchy but I didn't care. When we came back that night to our room our card key didn't work so we went to the front desk where we we're told we did not have the room anymore and maybe our belongings were already evacuated. We asked why? But all they told us is that they didn't have a reservation for two nights just one. Which was uncomfortable for us to know that they might took our luggage out. After complaining and finally staying I noticed that I was getting more itchy bumps on my face and neck. By Monday on the day we left I was all bitten up all over my body. Due to our flight we couldn't stay to complain about it. I had to go seek a doctor on Tuesday. With the diagnosis of I had been eaten by bedbugs. Suffering a whole week in discomfort. We lament staying in such hotel and we won't want anyone else suffered as we did.

I recently stayed at the HAMPTON INN in YORKVILLE IL

conf # [protected].

PER YOUR WEBSITE when you PAY ONLINE

You can BOTH COLLECT A NIGHT and REDEEM a night.

I have been a HOTEL.COM customer for years and this is the first time I have ever experienced a problem. Customer service stay was rude and makes me question your professionals.

I am always a Silver if not a Gold member due to the amount of stays I have yearly. I actually use your service over My HILTON HONORS program because i like the service and rapid rewards.

If I had used my HHONORS, I would have been given not only points but a free night just for this inconvenience. A nights credit literally costs the company nothing, however, now I question my continued use of your program.

I look forward to a resolution

[protected]

In December I made a reservation through hotels.com with:
Los Patios Hotel
Carretera Transpeninsular Km 4.5
Corredor Turístico
Cabo San Lucas
23450
MX
+[protected]

Hotels.com confirmation number
[protected]

Check-in
Tuesday, March 6, 2018 (3 PM)
Check-in
martes, 6 de marzo de 2018 (15:00)

Check-out
Tuesday, March 13, 2018 (11:30 AM)
Check-out
martes, 13 de marzo de 2018 (11:30)

Your stay
7 nights, 1 room

Cancellation policy
Free cancellation until 02/18/2018 11:59 PM (GMT-07:00)
Amount to pay at hotel in the local currency

The cancellation policy clearly states that there was a free cancellation until 02/18/2018. I cancelled this reservation back in December. On March 7, 2018 I got charged for $72.58 by Los Patios Hotel. Ever since March I have been trying to resolve this with hotels.com and all I have been given is the run around. I've received 2 separate discount codes that haven't worked, I was told I was going to be refunded by hotels.com after I was requested to send in a copy of credit card statement showing the charge with no refund. Now I am being told by hotels.com that I have to contact the hotel directly since they were the ones to charge my credit card. Well hotels.com the hotel should never have charged me in the first place since I cancelled the reservation within the cancellation policy timelines.

I am requesting a full refund plus interest be applied to my credit card ASAP.

I don't know where to begin, so disappointed. We we entered late check in, the latch on the door was half hanging. We killed a palmetto bug on the kitchen counter as soon as the light went on. Carpets were so soiled, black large spots all over the floor. Sink in the bathroom would not drain. Mole on the side of the refrigerator, microwave oven filthy, missing glasss plate to operate. No mattress cover, cookie crumbs on mattress, stained mattress, there was a jolly rancher candy under the sheet on the mattress, that's what got me to remove the sheet, I was lying on something. There was no maintenance that came to assist us. We called front desk, no one showed up. We were calling other hotels do we could get out of the rathole but all hotels were sold out. My husband and I did not sleep, it was the worse place I've ever encountered. How can hotels.com do right for us. Very disappointed! Lidia Deppermann

I'm using my iPad, I do have lots of photos of the room. You can reach me by phone [protected] or email at [protected]@tampabay.rr.com

I live in Pennsylvania and we had a really bad nor'easter storm in March. We lost our power and had to find a place to stay for the night. I have two kids in pampers so staying home without power wasn't a option. I booked a room through hotels.com I saw that I had until 11:59 pm to cancel the reservation. Luckily we were able to stay with family that was closer to our home because the hotel was in Nj. I canceled the reservation before to cancel time and I wasn't refunded. I called hotels.com and I was told that they contacted the hotel in Nj and that they were waiting for a response from them. I was told to wait and that it was up to the hotel. I called the hotel the next day and was told that no one contacted them and that they would have gladly refunded me because they understood the situation. I then called hotels.com again and was given the run around I even contacted Expedia who is there parent company and was given back to hotels.com. They had poor English speaking rude customer service employees handling the issue which wasn't handled at all. I'm out of my $200 and will never book throug Expedia or hotels.com again! I'm also telling everyone I know to never deal with them I'll stick to bookit.com

We have booked rooms through Hotels.com for years. This time was an absolute nightmare that I hope no one else has to experience!
We wanted to go see our son who is working 7-8 hours from home. We booked a great hotel a week prior to our trip.
Our trip was turning out great...until we got to the hotel where they told us that our reservation DID NOT exist!
The lady at the front desk tried everything to help us out. Unfortunately, they were also SOLD OUT for the night (no vacancies). She said that this happens all the time through Hotels.com!
So...I contacted Hotels.com in their lobby...after explaining situation to rep named Leo with Hotels.com, he called the hotel to confirm what I was saying was true...she confirmed.
Then, Leo advises me that he is transferring me to their "relocation department" because the hotel of our choice was full.
This woman comes on the line (who was hard to understand due to thick accent) who is supposedly there to "help me". We go through this process to find a comparable hotel in the area...all of them were substantially higher in price than our first choice when I thought we had a place to stay for a great price?
I was so upset and frustrated when she advised me that they will comp us $25 for our NEXT stay like it didn't even matter that this just happened to us. We were treated this way, then you want me to trust to book with you again? I advised her that if we are going to be comped for this issue, we need to be comped for it now in the current situation in order to possibly regain or trust or earn us back as members...she said there was just no way to do this...she was management and we couldn't speak with anyone else...Really? Guess what...Fool me once, shame on me...fool me twice, don't think so!

The woman really couldn't care less regarding my family's satisfaction. She was trying to rush me to make a decision without knowing what I'm looking at so she could just charge my credit card and "cancel my previous said reservation"...I got real tired of being pushed and asked her to please remove my info from hotels.com database and I will find a hotel on my own without them. She then proceeded to tell me that we will be charged for the hotel room that they did NOT send our reservation to because we didn't cancel before 5/3/18 as I agreed...LOL! Really? I didn't cancel the room, HOTELS.COM didn't do what they advised they would do! I will call credit card company regarding that charge...that's a SCAM!
Then, I went through Priceline.com and booked a decent hotel at least for my family to get some rest after losing an hour or so of our lives that we can't ever get back...after I booked with Priceline.com, I called that hotel and they had our reservation immediately!
LESSON #1 - CALL HOTEL BOOKED THROUGH THESE SITES TO CONFIRM THAT THEY DID IN FACT RECEIVE YOUR RESERVATION!
LESSON #2 - EVEN IF YOU'VE WORKED WITH A WEBSITE LIKE HOTELS.COM FOR YEARS, THEY REALLY DON'T CARE.
There's probably several other lessons, but CONSUMERS BEWARE OF HOTELS.COM!

Booked a vacation through your site May 3-7, never received confirmation, got to hotel and was not registered for days I paid for, customer service was absolutely not understanding spoke with a Steve Adarca who accused me of being wrong and as he found out that the fault was Hotels.com was rude, unapologetic and because of Hotels.com incompetence I lost the room I PAID FOR was given a room I didn't want. I had 4 others book their vacation with us through your site who they now know what we are experiencing and I as well as them will NEVER book through your site again.

Good Morning,

Hotels.com confirmation number [protected]

I recently booked a 4 night stay in Carlsbad California with your firm.
Regrettably I must change or cancel my hotel reservation however when I tried to do this the website suggested I cannot as I have booked a NO Cancelation ROOM.

If I cannot cancel all together I would be happy to change the reservation and have a credit on my account for a later date.

I prefer to use your firm when booking and making my travel reservations and have always been very satisfied with the services and offers received. In this case... I can NOW SEE where it says I cannot cancel BUT, this is unheard of and the first I have ever seen. I have NEVER booked a hotel that I could not cancel or change EVER at ANY TIME. I would not have even known to look for such a thing.

Please provide some feedback with regards to my situation and I sincerely hope we can work together for a solution that will work for both of us. As a world traveler, I am happy to continue to use your services.

Tammy

I made a booking on Hotel.com for a hotel in India on booking number [protected].

My parent in India was taken to the Hotel Treebo Unity and told there is no room. We made alternative accomodation arrangements. I have been following up for Hotel.com to advise that the refund will be processed when the funds are paid. The response i got is here:
Hello Katherine,

Thank you for contacting Hotels.com Customer Support regarding your reservation under itinerary number [protected].

We understand that the hotel didn't find your reservation from us. This should not have happened to you. We checked your previous correspondences with us and saw that you were able to talk to some of our representatives. We would like to apologize if our previous agents haven't satisfied you when you called. We assure you that this is not the kind of service Hotels.com advocates. As per your reservation, we immediately called the hotel to negotiate for a refund. We regret to inform you that the hotel is unable to approve any refunds for this booking. As much as we would love to immediately provide you with a refund, kindly be advised that, as a third-party booking company, we are bound by the hotel's discretion on when to issue refunds.

We appreciate your understanding regarding these matters.

Josh M.
Customer Support Specialist
Hotels.com

Is that not stealing from us, when the hotel acknowledges they did not provide the service but cant process the refund when the funds go through.

Please assist because i would like to resolve the matter rather than report the Hotel to the Indian Embassy. They are really cheating me of my money.

I booked a hotel in Antibes, France through Hotels.com and the price was $133.86 per night. It also said that there were only 3 rooms left. Once I booked, I refreshed the search and there was a new price of $61 per night! And at least 4 rooms available.
I am very disappointed with Hotels.com because this is not the first time this happens. I feel like being scammed! It would be much better and cheaper to book the hotels directly and get a real price that is 50% less than what you list on your site! The "free" 11th night isn't free at all and comes with jacked up prices of the 10 nights. Buyers beware!

I made a booking for a hotel in China (as usual with Hotels.com, but this time instead of some bigger names, i need to pick a local hotel which is close by a hosptial i need to visit my relative who got admitted in). I made the booking and recieved a Confirmation email from Hotels.com right after, at 10:45am on 25 April 2018).
The Booking confirmation number is [protected]

After a long day of hospital visit, I went for checkin at the hotel at 8:00pm ish.
While I was stressed and tired, I got the reply from hotel that no such booking is made. I showed her the booking number, guided the staff to the hotels.com site and show her where i made such booking, etc etc. Nothing was found.
The hotel called their booking agent, while telling me that i paid double booking thro' Hotels.com. I didn't care about this, all i wanted is a smooth checkin as usual. When things were sorted out between the hotel and its agent, the hotel staff told me they found my booking number, but the room I booked was not available (since the hotel is not a very nice one, but I have no choice due to the location I need to book it, I booked for the best (and most expensive) room in the premises. Hotel staff told me the room is not avilable since the day before, there should be no way I can book and confirmed the booking for this room (which is the only one in this hotel). I showed her the Hotels.com Confirmation, no use.
During this process, I looked for a customer service number from the Hotels.com Confirmation email and tried to seek help. It is a HK number while I was in China (Guangzhou) at the time. I use roaming to call the customer service number ("CS"), noting that the service hotline operates till 9pm. I was calling them at 8:30pm. Got picked up by a CS human staff after connecting for 5 mins. I told the staff about the problem. He sound totally ignorant and asked me this and that about my booking. I asked him to talk to the hotel staff directly and he refused. He then ask me to talk to the hotel staff myself and explained the situation which was the first thing I did upon knowing they cannot locate my booking ! I asked the Hotel.com staff to sort this out and call me back at my registered number as I cannot afford to hold the roaming line (the call already costed me over HKD 140).

Didn't hear from the Hotels.com staff ever after that call.
Hotel tried to do their best to help me settle, seeing how frustrated I was, and I couldn't just cancel the booking and go else where because after that checkin, I needed to go back to the hosptial to ccontinue the work.

Checkin was on 25 April - hotel put me in a lower cost room which I have to settle as there is no other choice.

26 April, I checkout, staying in hosptial in China (Guangzhou), NO ONE from Hotels.com called me. I asked the hotel staff whether they got any call or news from their agent / Hotels.com. Nothing.

27 April, I returned to Hong Kong. Still haven't heard from Hotels.com at all.
Waited till mid day, I couldn't help and called the Hotels.com CS hotline again. Went through the same thing and phone got picked up by a staff by the surname of "Tang" (this time I learnt and asked for the name). I spent another 10 mins explaining to him what happened. He promised to check for the facts and come back to me within an hour. I told him I am accessible the whole day except one hour (from 2-3pm where I will have a meeting). He asked me to give a summary of the case for him to take recording so he can follow up - I did, spent another 10 mins detailing out in voice call what happened).

Waited and waited, nothing heard from Tang / any Hotels.com staff.
At 7pm of 27 April 2018, after waiting for 7 hours, I called the Hotels.com CS hotline again.
This time, someone picked up and asked the same quesitons again and again.
This time, I lost patience. I asked the staff, "can you see from your system/ computer, any notes or remarks about my booking, my case? Do you know from reading the system notes what happened and what I am following up on?" The answer from the staff is "NO". ! What does that tell me ? - ever since the first call to the Hotels.com CS hotline, it was just a total waste of time and money and energy. THEY DON'T CARE ! THEY DIDN'T EVEN PUT IN THE RECORD THAT I CALLED !
I still tried and asked the staff whether there is a staff with surname "Tang". He replied "errr… I don't know".

Hotels.com CS ! How impressive ! I am totally losing it ! I cannot believe such thing will happened to a name which I have trusted and used for a number of years.
I am totallly disappointed and getting really fired up.
I did not think it is meaningful to speak to another staff again… I asked him to put me to his line manager.

A lady, by the name of Yvonne Shum? took over and started to speak to me.
At the same time, another line rang…. That Tang called. Obviously, he ‘suddenly' remembered that I called.
I couldn't bother to talk to him and listened to any BS.

I spoke to Yvonne (who all the way shows good attitude, however, she's useless even she tried to appear to be helpful).
She asked for some time to look at the case and rang me back.
She did after a while ring me back. She told me, it is not Hotels.com's issue as they did sent out the Confirmation at 10:45am to the hotel. Somehow it is the ‘system's fault' that the hotel didn't receive the booking request.
Good one eh ?

If this is not Hotels.com's fault, and it is not the hotel's fault, it is the internet's fault. OK. I got it.
Then Yvonnne told me they will make it up to this, by offering me a voucher of HKD 200 (my booking costs HKD 431.48). The minimum they can do is to refund the booking. Yvonne said no, as I already stayed in the hotel for that night, ie. The booking is used (even though I was put in a much lower cost room with no choice and it was totallly not what I booked for).

I told Yvonne this is an insulting solution they put forward. I don't want the voucher. I need apology and this case escalated to management. Yvonne told me she is the ‘management' (who can only authorised any compensation up to HKD 200).
I don't care about the so called compensation as it is not only trivial but just merely, simply put, an insult. My frustration going thro the whole process, being super disappointed by Hotels.com after being a loyal customer for years does not matter to Hotels.com.

I am angry given what I experienced and I still could not believe CS can be this bad nowadays where reputation is most imporant for a brand and event like this can ruin everything, not matter how much money you put in marketing for your brand.
I am still hopeful that this can be escalalted to top management, at least they need to be aware what risk they are having with a team of such CS ‘professionals' !

My son, who is in the Air Force, left today, 4/24/18, to go to his first duty station. He was told he would need to get a hotel room, as his flight to Germany wasnt leaving until late 4/25/18. He booked the room through hotels.com around noon on 4/24. He checked into the Military desk at the Baltimore airport, and found out his flight to Germany was leaving tonight, 4/24. He cancelled the hotel reservation, since he was going to be leaving, but did not get refunded. We called the hotel and hotels.com several times and neither company would reverse their policy for a young man serving his country. I find it very appalling! I am submitting this complaint for my son, because he is literally on his way to Germany as I'm typing. His confirmation number is [protected]. Please give this young Airman his money back.

Pamela VanValkenburg for Jared VanValkenburg

Made reservations for September 2017 with free cancellation till 9/26/2017 due to the devastating huracain heading to the island I cancelled my reservations on 9/19/2017 way ahead of the cancellation policy after multiple calls emails and more 7 months later and I'm still waiting for refund now trying this complaint board trying to find someone that cares to help and not just running me around from one number or email to another

I initially made a booking through Hotels.com for a property at Navy Chalets, Hurghada and was given a contact number to ring to arrange any special requirements. When I contact this number I was advised that this hotel is no longer trading, closed down 12 months ago. I immediately contacted Hotels.com who arrange a new booking. I was given a reference number and payment was taken from my bank account. I was advised that the new apartment booked was more expensive than the initial booking and that Hotels.com would pay the difference. However they could not provide me with confirmation of the booking. I was given a contact number, which has taken 5 days to answer my calls to be advised that there is no such booking. I have contacted Hotels.com several times and asked for confirmation, I have been told, on arrival to give the booking reference to reception and they will provide the room. My husband has been to the hotel reception to seek confirmation and has been advised that there is no booking and no rooms available. Hotels.com advise me that there customer relations are looking into this and will response once they have details. I have been waiting 3 days now. Today I have requested a cancellation as the booking can not be confirmed and a requested for a full refund. I am having to make alternative arrangements to ensure I have accommodation. I can not stress how distressing the whole experience with Hotels.com had been and more so the fact I have had to pay out more money as they have not responded to my request for a full refund.

I booked a room with Hotels.com for 4-16-18. I had wanted to stop and stay in Buffalo, WY. The Hotels.com website had a hotel by the name of the Buffalo Inn pop up with a "Great Rate" of $60 and a rating of "fabulous" but it was advertised as being 37 miles further away in Sheridan, WY. Please see the screenshot photo attached below for verification of the advertised location. I decided to drive a little further so that I could stay in this nice hotel and I booked the room.

When I got to Sheridan, WY I pulled over to bring up the Buffalo Inn on my phone only to find out that the hotel was actually in back Buffalo, WY where I had wanted to stay.

I called Hotels.com and was with the first representative for over 30 minutes before being disconnected. I took a screenshot at 26 minutes. Please see attached screenshot photo. I called back and was forgotten on hold. I hung up and called a 3rd time where I was able to speak to a manager. The manager said that he was able to provide a refund but was unable to provide a replacement room for me in Sheridan, WY.

The whole process took about an hour and a half and I ended up having to find a hotel room in Sheridan, WY on my own since Hotels.com had no interest in righting their wrong. Hands down the worst customer service I have ever experienced.

There was a misinformation/misleading with the booking. The name of the b&b in your website was casa verde instead of casi verde wherein we had a hard time locating the said place. We've asked a lot of people in panglao or alona area if where is this located and all of them are not aware of the name of this b&b. Until such time, the tricycle driver contacted one of his friends and advised that maybe that is the one at the back of the srore(already forgot the name of the store) and there were no signanges at all. In short we arrived late and that was around 7pm andit was a big surprise that there were no lights in the b&b and there were construction sites at this area. I really got scared because I thought I got scammed. Staff claims that there were no advise received from hotels.com that will be a guest arriving today and check out on 12 noon. There were nonpreparations made. We expexted that arriving at the b&b we can already relax since we attended a conference but it is the other way around. We got exhausted and stressed since we were transferred to other property

1. My Son Steven Greer purchased a room (8133476626376) for a room on April 6th and 7th to the Clarion Inn and Suites - 186 Northside Drive Atlanta - The hotel does not open until the 19th

2. He called and was not given a choice of hotels to book from and was charged $150 to change his reservation to the Fairfield Inn and Suites. After I complained hotels.com gave him a voucher/credit - which is all they said they could do. We could not escalate this issue further. I was given an address and that was all they could do.

3. I expect not only a refund of the $150, but the entire amount. Why in the world would we use hotels.com after this event - credit or no credit. You don't stand behind your services.

4. I can't emphasize enough that this is fraud to sell a room that doesn't exist. I do not know how hotels.com or Clarion can do this. I am seeking legal advice, not just for myself, but for others who may have experienced this. I know there was at least one person my son observed trying to get into the hotel that is not open.

Reservation confirmed by Hotels.com, the local hotel has no information of the booking. i was at a foreighn country with no access to intl call and had to pay out of my pocket for the night of hotel. checked in and contacted the local Hotels.com -400 number and was told a refund will be issued once the receipt is submitted to hotels.com. Submitted the receipt and hotels.com refused flatly to issue refund, not only for the prepaid charge but for the price difference i paid up front to the hotel. Excuse is being that they can not get hold of the person at the hotel to verify and the receipt is in foreign language. Bad customer service and not using hotels.com again.
re# [protected]
talked to Kelvin on the day of the event who is the agent when I dialed 400 number.
I even emailed the correspondence between Kelvin and me, confirming refund, and still refuse to refund