Hotels.com
reviews and complaints

After a 1-night booking for two rooms in Iceland, only one night came through on my Rewards account with Hotels.com. It took well over a week to sort out after a dozen emails from me! I received useless answers from a different person every single time! They kept repeating the same useless information and really gave me NO customer service at all! If only ONE person had taken charge of the case, it would have been done well, I'm sure, but their system of having lots of different people tarting over every time makes no sense! It caused me GREAT frustration, which I have never had with Booking.com. I shall think twice before using their site in future. Booking.com is much more efficient!

I booked with the Edinburgh Lodge Hotel in the west end last year 2016. They immediately charged my credit card. Due to unforeseen circumstances my wife was refused a visa to the UK for no reason other than they just refused it. The hotel then refused to refund my full 456 pounds for a 1 week stay (600 dollars)

They made excuses upon excuses, change of owner, we don't have a booking reference etc they Hang up, block you communicating with them and they refuse point blank to refund any monies.

Avoid this [censor] hotel like the plague they really are the worst hotel I have ever had the displeasure to deal with.

Dear all,

I have never made a complaint before. But this Hotel is currently undergoing a huge renovation, making it unbearable to use the pool, beach or any other amenities. They are running at minimum capacity in terms of staff, making several services not available! The noise level is higher than at the 5th Ave in NYC!

I'm heavily disappointed by Hotels.com for not having it clearly pointed out during the booking process. It's definitively a >800USD ripoff (31USD additional resort fee per day)! I expect an official statement and some kind of compensation.

Looking forward hearing from you

Regards
Marcel Haefliger

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During the recent devastation of Hurricane Irma that has hit Florida, my family and I, including our pets, were left with no power or running water and damaging areas near my home. We bounced around from hotel to hotel for the 2 first days (every hotel in a 25 mile radius sold out). After finally finding the Days Inn of Altamonte Springs Florida on Hotels.com site, showing available rooms and all amenities my family desperately needed, I immediately booked and had a sigh of relief. Upon arriving and trying to check in yesterday 9/13 at 6 PM, the front desk rudely advised me they have not had power since the hurricane hit on 9/10. No one called to notify me or stop me to let me know this. All that time WASTED thinking I had a room for my family for the week since the power company estimated 2 weeks of no power or water. I could've been researching other hotels that were possibly getting rooms available or getting cancellations to open up for people in desperate need. I think this is a complete embarrassment on Hotels.com behalf for doing this and I hope many other people didn't have to experience the let down I felt to try to provide for my family during this horrible time of need. Hotels.com blames the hotel and the hotel blames the booking site? How is this acceptable. You should be ashamed. When I called Hotels.com to ensure my reservation was cancelled since no one called, emailed or otherwise, the Rep didn't even try to ensure I had another hotel or make any type of accommodation for me.

I booked a hotel under stress from Hurricane Irma. It was Thursday if last week confirmation [protected]. I live 5 hours away in Jacksonville, Florida and in an attempt to avoid the hurricane coming for me, I booked the room in Destin, Fl for my family and I. Well, Friday the storm shifted West and I could no longer travel ti destin. My credit card was still pending and hotels don't com said I can't get a refund. Apparently the hotel would allow it. I really need this refund as I was in desperate times. I still don't have power at my house and the $800 hotel that I never used is money that is much needed. Also, almost $300 of the fee was for a cleaning fee? I never even checked in, so surely at a minimum I should not have to pay that. I need hotels.com to make this right, because I trust hotels.com and use you every time I need a hotel.

DISAPPOINTMENT: After years using and recommending hotels.com, I had a horrible experience during my trip to Italy. We used the hotels.com APP to book a 2 nights hotel (total 220 euros!) and thought the hotel was sorted out. We arrived from a day of driving around 9:30PM to find out the hotel was fuelled booked and they sent us to an apartment in another building. The apartment was nice, however, it didnt have the amenities I was looking for in a hotel. After travelling in europe and staying in airbnbs, we were looking forward to staying in a hotel! The apartment was in an SUPER old and dark building, on the 3 floor (we had huge bads and my 60 year old mother to carry up).
I called customer service asking for assistance and it only got me more frustrated. After explaining, someone from customer service called the hotel and while I was on hold, I got a message from my bank with the hotel charge on my credit card... they got the call and charged my card right away..
After 33 minutes in a call, the representative then transferred me to another dpto. There, they started over again and I could not believe when the new representative said there was NO NOTES in my case, so I had to explain all over again and they would need to call the hotel again..
Terrible customer service and I am still sitting in the apartment on the old building.. if I wanted an apartment I would have stayed with airbnb.
Hotel reservation number: [protected]
Thanks,
Graziela Rodrigues

I made a reservation through hotels .com for a hotel in Hollywood fl.. The hotel was hit by Hurricane Irma and doesn't have running water or power. Hotels.com wont let me change the check in date for three days later. I even said that I would extend my stay for three days to make up for the difference.They are charging me for a service that they can't provide. How is this a fair business practice. And they have charged me for a full month even though I can't stay there. They said there is no way that they can refund my money. Would you pay me 3300.00 dollars for a service that I didn't provide you. No you wouldn't.

In May 2017, I booked a future stay from September 12-16, 2017 at the Boston Harbor View Luxury Suites, "managed" by Pelican Stay, at 1 Park Lane, Boston, MA 02210.

In May, I was charged $250 but not sent a receipt, none posted on Hotels.com, which said nothing would be charged until I checked out. I called Pelican Stay requesting a receipt twice, and was never sent on.

On August 17, 2017, I was charged $1, 317.16, again no receipt and no notice of this at Hotels.com. This is a business trip and they require receipts. Now, I checked into the apartment building and it's NOT A HOTEL! And, there's loud rock music all night!

AND, even though Hotels.com said for 5 months my bill would come to $1, 617.16, as of TODAY, it says my total bill will be over $1, 700 for only 4 days stay. Needless to say I would never book a hotel for a non-profit corporation for $400+ a night.

There is something incredibly shifty about Pelican Stay. If there is not some kind of refund or help from Hotels.com, then I will never in good conscience book with them again. Thank you for your time. Please ask Hotels.com to stop working with Pelican Stay. They are horrible.

Thank you, Anna Cody
[protected]@hotmail.com
Cell: [protected]

Dear Customer Services,

Reservation or booking reference: [protected],

I am writing to you to raise an issue about Hotels at Hotels.com on September 12th, 2017.

I called and waited onhold for a while, finally i got someone and explained that i needed to talk to the manager called Rebecca that i spoke to for over an hour the night before to resolve an issue we spoke about..she was supposed to send me an email but didnt.. I was told by the lady that only customer service can lookup who i last spoke to via my membership details... so i sat onhold again for a long time then someone from customer service answered and i explained to him the same situation and gave them the name Rebecca which is a manager there and he said that helps alot and he will put me on hold and asked the superviser and find her for me.. Then a lady called Anna that said she is a manager answered and told me what i would like? I explained that he said he would put me through to Rebbecca and why has he put me through to an Anna? She just keeped ignoring me and repeating herself to try and get rid of me and said she will hang up on me after all the waiting ive done and then just hung up without any help at all! wasted my time and also have a booking that i made yesterday wich i totally regret booking with them.. I dont want to use it and i want a refund for all the headache i also need to make another booking but iam stuck now cause i dont want to use them as they have no customer service whatsoever and iam scared on relying on them while im overseas.. I have been with them for so many years My membership number is [protected].

refund of my reservation or find the manager on my notes that i spoke to last to resolve my issue.

I look forward to a prompt response.

Please reply to my Resolver email account as I would like to keep all of my communications in my personalised complaints case file.

Yours faithfully

Salman Dayoub

Reference: +[protected]
Address: 5 boardman st, , Yagoona, , 2199

I had a booking with Meininger in Brussel (booking number [protected]) on the 20 August 2017. I arrived there around 6:00pm. I was surprised to find that we can almost not breathe inside of the room. Because there is no air condition so I asked the front desk if they can open the window for us, but people told me the manager took all the key away and no one is allowed to open the window at all! We felt we can not breathe in such environment so we want to cancel the booking, however our request to refund were denied because they said it is past 6pm. It is ridiculous since we arrived there only few minutes ago!

We really felt bad inside the room because we can not breath at all without leaving the door open, so we have to leave the hotel without refund.

Hi there,

I would like to bring my feeling of disappointment to your attention!

I have booked with hotel.com Akra V hotel, from 01/09 to 03/09, 2 nights with breakfast included for 204€ - reservation confirmation [protected]. I have extended my stay by one night and paid 101€ (Reservation: [protected]) but only to realise there was no breakfast included! I have checked with the reception and the price if booked directly with the hotel would be the same but with breakfast included.

I hope you can help me on fixing this, by either cancelling the reservation and refund the full amount of one night so I can book with the hotel direct. Or by adding breakfast to the reservation?

The message on your website mentions a 35% discount on the hotel price? But when I asked the hotel they offered me directly your discounted price! Can you kindly explain why do you post such wrong information?

Many thanks in advance for the quick response.

Karim

Email: karim.[protected]@gmail.com

I misplaced my cancellation # and called Hotels.com where I was advised that the hotel would have to release the reservation in order for Hotels.com to cancel. I spoke to John the owner of the Waldo Emerson Inn, Kennebunkport, Me. He was lovely and gracias and said he would release it. I called back and spoke with another reservationist who said to hold on while she called the hotel. She returned and said the hotel won't release the reservation. I called John who said that is a lie and not what I said and yes I will release it but they just want their 30% commission and dont help customers and dos hotel's reputation suffers from these situations and its not the first time. I am in PR in Los Angeles with a Fortune 500 company and about to release this information on all my personal and professional social media platforms. Please contact me and advise how you can remedy this in the next 24hrs as the hotel owner knows he can use the room and help me and hopes we come visit another time. Thats called "smart customer relationship building " Thank you, Wayne

I made a reservation on the Hotels.com website for Saturday 26th August 2017 for one night, reservation number [protected] on Thursday 24th August I found out there was going to be protest marches in the area we was due to be going.

I phoned customer services to see if I could change this to Saturday 2nd September as I was worried about the protest, after a long time on the phone I was told this was not possible, reason was (it was a free night) this was due to staying at other hotels and got a night free. Also I was told that the hotel said if I was to do this it would cost me $259 to do, no one cared for our safety. I phoned again the next day and again got the same ridiculous response.

I found myself a way to cancel this reservation and now lost my free night, I think this is a disgrace that nobody would help unless I paid $259 to change all I wanted to do was put it back a week, as again I was worried about the protests, I certainly won't be using Hotels.com again.

I understand it shows on the booking no refunds if I cancel, but surely protest marches was not something I expected and was thinking about our safety.

Thank you

I am frustrated. I booked a room and paid for breakfast. Within 2 hours I got an email saying that my booking is no longer available and they advised me to find something else. well, that was obvious. But all of the accommodations I got were cancelled by the guesthouse. what a bad attitude.
I don't want to use this service unless they learn how to treat customers.

I booked a hotel at Oak Tree Inn, Lincoln, Ne through hotels.com for Aug 18-Aug 20th. I get to Oak Tree [protected]@ 5:30 to check in...my event was scheduled to start @7:30. I was told when arriving at Oak Tree, that all of the hotels that were booked through a 3rd party were released, because they were overbooked and I should have received an email stating what took place and that hotels.com would find another hotel for me.(i did not receive that email) I called, and was told there was another hotel available 2 miles away at Travelodge, there rates were more expensive, but hotels.com would honor the original rate of $173.92 that I was quoted and would pay for the difference. The call rep took my cc to confirm reservation at new hotel. Once I got to Travel lodge they authorized my card for $192. The next day, I decided this hotel was nothing near what I had originally booked. I went from a 4star hotel to a 2star hotel which made me and my son very uncomfortable. I went to the front desk while speaking to Gray (10:36a 8/19) from hotels.com to advise about the extra charge and to see if I could check out early, at the front desk I spoke to Gayle (manager) I asked if I could check out and only be charged for 1 night. She stated yes, as long as hotels.com had no problem with that. Gray put me on hold and contacted the hotel to confirm it was okay for me to check out early and only be charged for one night. Gray got back on the phone with me and said to send a receipt from the hotel to confirm the one night and that I checked out. I emailed my receipt right away and received a confirmation and case #[protected]. Once I checked out Travel lodge credited back the $192 and charged me $96.02 for one night. However, I still was charged by hotels.com for $173.00. So doing a little math here, I should have only been charged $86.96 (half of $173 for one night) hotels.com would cover the difference of $9.06 from the rate I was charged by Travel lodge which means I should be credited $182.98 from Travel lodge or at least credit me back the $173.00. I called this morning 8/23/17 @ 10:57a to check the status of this issue and Sonny was no help. He was not listening, he stated he needed to contact Travel lodge to confirm it was okay to check out early which Gray already did when I checked out, Sonny also said he needed to speak to Travel lodge to have them refund the $96.02. I was on the phone with Sonny for 30 minutes and nothing was resolved. Sonny also stated that the previous rep I spoke to (Gray) did not document the file. Which really upsets me. The most difficult thing for me is, this was supposed to be a back to school trip for myself and my son, it was the 1 year after my grandmother had passed and her birthday was Aug 19th. Trying to have a great time and not be an emotional mess, but dealing with this hotel issue was really frustrating and was to no fault of ours. Our whole time in Lincoln we had a blast, but the hotel situation put a damper on my bank acct and my Friday prior to my event. I need this to be resolved ASAP. I am a single mother who does not have extra money in my account to cover mistakes.

I have had issues with locked nights on two separate occasions. The first time my issue was resolved within one phone call. The second time this happened I called customer service 4 TIMES! I am currently on hold, AGAIN, with them as I am composing this email. The issue appears to be a few stays that I paid at the hotel and still need to be verified. This is understandable, however, I have been trying to get this resolved for already THREE weeks now, and my stays in question happened well over 30 days ago. I use this booking service quite frequently and accumulate many nights. My suggestion was to set aside the nights in question and combine the approved nights to open up my DUE rewards. On my THIRD attempt at a resolution to this headache, I was assured my nights would be "unlocked" within an hour. After an hour had passed I checked my account, and saw that one night was in fact unlocked, however over 20 nights were removed. As you can imagine, I FREAKED OUT! I called back in immediately and was just reassured tat within another hour my nights would be put back and my rewards nights made available. I love the concept of this rewards program, but the inconvenience has made me look elsewhere for my hotel bookings for the future.

well see this is what happens I was cool with the first night guy that was here even though it took him so long and I was the first one there to get checked in before the other people just came in he's not he knew that I had to go find him and so tired I just want to relax cause you know I have had issue apparently I had to get away from home and I get here I have to wait three people in front of me when I made reservations online then I didn't know I had to carry my own furniture and walk around in and look for coffee pots and all this other stuff like I had nothing in my room And the guy who's on now he's a real [censor] he asked so sweet and nice and [censor] but he doesn't care and I'm very upset with him I try talking to him and he was just who he was ignorant as you don't treat hotel guess this way but I had to carry my own microwave in I had to carry all my own stuff and this is [censor] my body hurts I don't who I mean it's always broken in the apartment I'm like [censor] I thought it was nice to say that I get to look overlook the marina and stuffing and I got this guy [censor]ing tell me like he didn't know I'm I guess I showed him my key and told him on the gas can I have some coffee I asked for all my stuff I had nothing in here my bathroom fan oh my god my bathroom fan is broke or something I had to find a remote control in a hole of the room we walked around for like about 45 minutes I had to carry all the stuff to my room DO YOU WANT me to carry the fridge raider I said I don't need that and then but he was cool he wasn't you know who to try to help me up when I get to so the guy the new the new guy on and you know he had the nerve they treat me like dirt I spent thousands of dollars on hotel rooms this is not to my liking I mean I can show you I can take a video of it in my toilet clog my shake the fan is the shower the shower is nasty I can't believe I spent money on this I thought I was getting a good spot like always said it was new owner So I said I'm a go check it out seems nice note or overlook the marina hot tub Mike OK nice pictures these rooms I mean the rooms are nice till I get in here and I got like some old Jeanie [censor] genie of the lamp [censor] like it is very bad I did not like the money and I do not like the way I was treated it took me a while evening on the door that he has baton his head like he was going to hit somebody like if I was one of these crazy people out here I'm at artist I make music this is my time I get a piece of mine at night I just can't believe people you have working here I said he's a light Knupp on his gas oh I have a remote control for the TV yet I had to go find the remote control research all these abandon roomsAnd then how my god this is the worst part I had to carry up all the stuff I cannot believe I did it I'm gonna stay here but I'm's I was just want to relax make money to get a piece minus what I do it's been a lot of money and hotels and this [censor]ing place is not right that they should be fired I swear he had a Tayser in his hand up a time and you tell me oh well sir you're the one walking around here this time is three and one OK and you don't know me you don't know how I do things every day and I program how dare you compare me to one of these call my God I can't believe this I walk to McDonald's close hungry their clothes and will give Robbie on the street like your toes a piece of [censor] now you don't want my [censor]ing money back I want a nicer [censor]ing accomadition

Hotels.com canceled the booking that was confirmed by them a week earlier! They didn't notify me via phone or email, they just decided to simply cancel it. Probably that was the hotel, not the website itself, but in that case, you should carefully choose hotels you work with and don't advertise hotels that are not able to provide a good service to customers.

Hi,

I called hotels.com on [protected] at 11:30pm (Autralian time) on 12th November 2017. The staff who was answering my phone was not very happy with some basic questions that I asked regarding to a hotel room that I was interested in. Later he started to lose patient and yell at me.
Towards the end I asked him for his name and staff details. He refused to provide me those details, put me on hold for 15-20 minutes and transferred my call to another staff member.

Around 12:15am, another operator finally answered the phone and said he couldn't help as the hotline I called bases in Brazil and they only deal with Brazilian customers. This is the most outrageous and discriminative explanation I have ever heard of!
I explained to the operator that hotels.com is a global website and it was not the first time I called hotels.com for bookings and enquiry. No one, from my experience with my bookings or enquiries through hotels.com, ever told me they were not able to help me because I am not from their country!
I then asked the staff to transfer my line to his senior or manager. He said he could not do it because everyone at the call centre speaks Portuguese only. I said again Hotels.com is such a global business and it was not possible that no one except him at the call centre can speak English. I required him to transfer me back to the person who I spoke to before. He said he did not have the facilities to transfer me back to the person who I started the call with. I found that very ridiculous and so I asked the operator for his staff name and number. He gave me his staff name as Aleef, which I am not sure if that is correct and so I asked for his staff number. He said he can't provide me that detail. The operator kept repeating that he could not help me and later put me on hold without my consent. In the end he even hung up on me.

This is one of the most discriminative and horrible experience I had ever had with Hotels.com or any other form of customer services in life! This is highly unacceptable and I am hoping someone would be able to investigate on this and get back to me with proper apology and explanation of why such behaviour happens in Hotels.com

My email address is [protected]@gmail.com and my contact number is +[protected]

I am looking forward to your reply.

Thank you
Sau Wai Siu

On 8/12 I called hotels.com customer service and was trying to use a 200 dollar voucher. The hotel that I was wanting to stay at was pre pay only. I completely understand how that works. The guy look for me and there were only 2 hotels in a 40 mile radius that would honor the voucher. What is the point of me getting a voucher if i am unable to use it where i want to. I asked her if there was any one I could talk to about this matter. She then transferred me to her supervisor and his name was Chris. He was very rude and disrespectful. He accused me of wanting him to change ur guys policy on how I could use my 200 dollar credit. That was not the case at all. He kept reading me ur policies and told me that he would not change them. I asked to speak to someone else and he said that he was the highest ranking person and there was no one else I could talk to that he had the final say. I can not believe how I was treated and how I was talked to. I am very disappointed in the customer service i recieved.