Hotels.com
reviews and complaints

I wish to file a complaint about the treatment we received.
First, The hotel is guilty of "false advertising". The Name is Ocean Drive Beach & "Golf Resort" (there is no golf course attached to the hotel. We came with the intent to play a little golf, but to no avail. There is no Ocean Beach Hotel Golf Course.
Second, We requested a room with (3) beds. We received a room with (2) beds. Our daughter had to sleep on the floor after agreeing to drive up to meet us for a weekend family outing.
Third, we drove (7) hours to be greeted by a rude, unusually hostile desk team. They insisted on making a problem for me. The request for (3) beds was written on the face of the reservation. However, the desk refused to honor it, insisting that I contact Hotels.com.
Fourth, I called to follow-up on the reservation with Hotels.com and the front desk acknowledged receipt of my request before leaving home. However, this rude woman, upon seeing me insisted on acting out some issue that I can only ascribe to "racism".
I respectfully request Hotels.com refund the $457.00 paid in advance for this hotel.

Stay at: Hotel Roma
Piazza Santa Chiara 15
Assisi-Italy
Dates; 7/9/18-7/11/18 (3 nights)
Number of guests: 3
I am writing to you to inform you that during my stay, there was no Wi-Fi in the entire hotel, and the television in my room was not working.
The very first day of our stay here, I spoke to people at the front desk, and they told me that they knew about the WIFI, and that they were going to fix it. We also mentioned the issue with the T.V. in the room.
Throughout our stay, we continued expressing our concerns about both issues, but every time, the answer was the same: "we are going to fix it". The issues were never corrected.
Due to the lack of WIFI, I was not able to communicate with USA and conduct my business. Also, my family was not able to watch T.V. in the room.
This room was advertised with both; WIFI and television, but they did not provide either of these services. Therefore, I am requesting a refund.
Please get back to me at your earliest convenience.
I thank you in advance for your time and kindness.
Fernanda Feuret
Confirmation#[protected]

I'm going to complain even though I know Hotels.com doesn't care at all and this was proven today 9-4-18 when my husband spoke with a lady from Hotels.com ( Leaha) at 2pm and he asked her 3 times if she cared about what we were going through and she said NOTHING in response so each time he asked her if she even cared about the customers and she said NOTHING in response. And the only thing she did say was that Hotels.com cares about their relationships with the hotels. I will NEVER use your service ever again and I will only give BAD reviews and will never recommend your service! We recently took a trip 8-23-18 through 9-2-18 to Florida and booked back in May and had both hotel stays paid in full by June. We went on our trip thinking everything was set except for parking at both hotels which we knew we would have to pay for when we arrived at each stay. But what happened is Hotels com took our money and each hotel charged us again in full for our stay again that was already paid for back in June! I have to say the only excellent customer service we have gotten is from the staff at the Southernmost House Inn in Key West FL! This staff goes above and beyond for their guests and have been the only ones very concerned about us and what has happened and willing to help fix things. They are rectifying the issue promptly and courteously for us that happened with our double charge there. Next time we will just go directly go through the excellent Southernmost House staff for future stays! I want to own my own Bed and Breakfast someday and you have shown me a great example on how NOT to be! I don't like complaining but really who wants to pay twice for a hotel stay?! In costumer service you have to treat others how you would want to be treated or how you would want your loved ones treated! I can only hope that someone reading this actually cares about the job they do and the service thats provided to care and what to fix things!

Heather

I booked to stay at Kuta town house, indonesia, and received reservation confirmation and total price to pay at accommodation, by email. I arrived with my 3 children to be told we had no booking, after an hour or so we were given a room and told to come back to reception the next morn which we did, We were then moved to another room (which was really nice) I then tried to pay but lady would not take payment until I checked out. I payed my mini bar bill each morning and received receipts. When I did come to check out there was nobody on the desk, and the 2 security guards whom I had to check out with told me my reservation was $300 more (he had the price hand written o a piece of paper) than confirmed, plus the receipts for mini bar he claimed were not paid and that I still owed them even though I had receipts and they said paid on them!
then he proceeded to demand $333 for a restaurant bill (theses are paid up front) this all totalled over $700 which I did not have nor owe, I nearly missed my flight due to them refusing to let me leave until I paid this money, I was very distressed as were my children. After a phone call to the manager a lady who could not speak very good english, she agreed to original price but I also had to pay mini bar again! $77. It was a nightmare and very scary for myself and my children. Most of the staff were lovely and the hotel is very clean and well equipped but this was a scary experience.

Your sincerely

Christina warning

I submitted a comments form as requested, but it was rejected for no apparent reason. Here they are again:
This is not a 4-star hotel as claimed for lack of ambiance, unattractive rooms and indifferent management. It could be an adequate 3-star hotel. It has glitzy chrome and glass bathrooms which do not have some very basic things like soap dishes in the showers.
When we arrived we were not provided a room with walk-in shower as requested ( for medical reasons), but were given room with a "climb over high bath tub sides" shower. We were told that management does not review special requests until the night before arrival, and by that time walk-in shower rooms were booked. That problem was fixed the next day. Apparently the hotel has only a few rooms like that.
The staff was friendly and helpful, something that could not be said about management. We had to cut our 5-day stay short by one day. The hotel refused to give us credit for the extra prepaid day. The reason given was that "it is in the computer", as if this were some inviolate natural law. They also charged us an extra day for parking, even though it was not prepaid.
Charging for services not provided is neither fair nor honest.

Booking reference number:
[protected] & [protected]

I have been using Hotels.com for a number of years now & you can see this on your records.

On the 13th December 2017, I had made a reservation with Hotels.com, I had booked 2 rooms for my family at the Fairway & Bluewater Resort in Boracay, Philippenes & Hotel Jen, It was announced on the media that Boracay island will be closed for refurbishment & it was on the dates when we had booked our vacation.

I rang Hotels.com in early April to confirm if this will effect me, the member of staff reassured me that we have not been affected.

Then again I called back that it's confirmed that the island has been closed & after doing some research the member of staff said I was correct & it has been closed.

Then they tried to relocate me for something similar but unfortunately they couldn't find anything that suited my kids requirements.

Then cheekily the member of staff sent me a message to say "We have been informed by the Fairway & Bluewater Resort that the reservation has been cancelled" but it was me that informed Hotels.com.

They were going to look for an alternative resort for me, it was really hard work for them & then just refunded my money to my debit card without my consent, I called Hotels.com & I told them my account is now closed & can you make the refund into another account. They refused & saying it's company policy.

This company policy has put me into a financial stress, they refunded the money into my closed bank account on 8th April, even though I told them my bank account was closed in the middle the of February 2018

There has been furthermore refunds in May & June 2018 & Hotels.com, even me notifying them the bank account is closed they refunded into that closed account.

I have been calling regularly since April & I most have spoken to over 100 member of staff including supervisors or managers, I was promised many times that this will be resolved & I will get a call back, but no one was helpful at all, all it did was it cost me a lot money for my phone calls for all the hundred of hours I spoke to them, you may think I'm exaggerating there were days I had call a number of times because the phone call was disconnected because of the pressure that was on the member of staff & some days I was on the phone for 7 hours in total.
I've must have spoken to people in America, South America, Philippenes, India & so on.

However since I have been going to the bank and communicating with hotels.com for several months now but hotels.com are very uncooperative, Even the bank manager has had a telephone conversation with one of the staff at Hotel.com and she admitted that the money has not been refunded. But they want a written email confirmation about the returned the money, the bank manager explained that bank doesn't have facility of external emails which was explained to the lady at Hotel.com.

So I've been stuck in the middle of this nonsense for several months now, can you please return my refund to me immediately.

I was charged for a stay at the Newport Hotel Hotel & Resort, 3 times. 1 by Hotels.com, 1 by Priceline, and 1 ONCE by Expedia. I stayed at the Hotel. And was charged 3 times for the stay. After argueing with Hotel.com. As to why would I make a reservation on the same day I was staying at the Hotel. The refunded me $150.00 out of 290.00 approximate that was charged to me. I don't know how, or who, why, when, this reservation was made. But they have TERRIBLE CUSTOMER SERVICE. I JUST GOT RIPPED OFF. AND THIS CAUSED SEVERAL OVERDRAFTS IN MY CHECKING ACCOUNT. I WILL NEVER USE THIS HOTELS.COM SERVICE. AND ADVICE EVERYONE TO STAY AWAY FROM IT. AS WELL AS FROM THIS HOTEL NEWPORT BEACH HOTEL & RESORT IN SUNNY ISLES. WHERE I WAS DISCRIMINATED AGAINST BY THE GENERAL MANAGER. AND MY ROOM WAS SPIDER INFESTED. AND I HAVE ARACNOPHOBIA. THE CUSTOMER SERVICE AT THE HOTEL WAS DISGUSTING AS WELL AS THEIR ROOMS.

Website : www.hotels.com
Date of Booking : 26th June 2018
Confirmation number : [protected]
Hotel Name : Hotel Ca' Formenta - Venice
Check-in date : 4th August with free cancellation until 1st August

I used a search engine to book 3 cities with 3 hotels in Italy, one of them was through Hotels.com.

My booking was made with 1 night reservation initially with free cancellation option

I did a modification to the above reservation same day of booking on (26th June ) to add one more night under same conditions of the 1st booking made to check-out on 5th August instead of the 4th August.

noting that I just chose to modify the dates and extend the stay 1 additional day. I received the confirmation email with the modification

I cancelled the reservation on 20th July. On that day when I was cancelling, I noticed that the whole booking due to extending the stay (+1 additional night) the whole booking was changed to "non refundable"

No amount was refunded till date.

I wrote to booking.com twice with no feedback till date. I am requesting the following:

Full Refund of total amount USD 302.86 to my credit card due to lack of unclear process of reservation/modifying reservation from hotels.com

Please help as I had to cancel the whole trip due to emergency including cancelling other two hotels ( which were cancelled with no trouble)

Attachments :
1.copy of my first reservation with 1 night through Hotels.com
2.Copy of modifying the reservation to 2 nights through Hotels.com
3. Copy of cancellation confirmation received
4. Copy of email sent to Hotels.com with no feedback
5. Copy of the other reservations that I made to my total stay on other websites which I cancelled with no trouble

Thanks in advance

Randa Adel

We booked a 3 day stay at the Boulan South Beach Hotel in Miami that started on Thursday evening. We contacted the hotel reception on Thursday evening to advise that we had to leave the hotel for family reasons and due to the noise from the construction work in the bar that was directly below our room. We contacted the hotel manager, Marvin, who agreed to refund us for the Friday and Saturday night. Marvin told us to contact Hotels.com by email to explain why we had to cancel our booking, and that Hotels.com would email Marvin to confirm that he has agreed to the cancelation.

Please confirm that the 2 nights accommodation will be credited back to our card.

Many thanks in advance.

Booked a room from August 10 to 19th at the Super 8 through Hotels.com. The next day, around 5pm I noticed little bumps starting to show on many parts of my body. It was bed bug bites! I was covered with bed bug bites.
I called hotels.com right away. They offered me to call the Super 8 to get me a cleaner room. I said I didn't want another room in the same hotel and I wanted a room somewhere else. They said I would have had to cancel my room on the 9th to get reimbursed. I told them I could not cancel room ahead time as I had no idea they had bed bugs. Hotels.com never offered to reimburse me. All I was offered was a $100 coupon towards another hotel stay.
I moved to another hotels at my cost.
Very poor customer service. Never again!

I recently had a awful experience using your website and wanted to express my displeasure with your customer service representative. My family and I recently took a trip to Santa Monica, CA for the weekend and we booked a hotel that you offered on yoursite and paid for it though the website. We were busy running around and didn't decide to go to the hotel until 11 at night. To our surprise when we pulled up with our 4 children to the hotel, that we booked through you was completely closed down and out of business due to a fire. We had to then scramble and try to find another hotel which was really difficult seeing that everything was booked out and the places that weren't were to expensive. We finally got to speak to a customer service and all he said he could do was refund us our money. I can truly say I expected him not to only refund us our money but also compensate us for the inconvenience that was caused. We ended up at a motel in a bad area in Baldwin hills because it was to late to get a hotel room on your site or any other site because of the time of night. I am not happy and I use your service alll the time but now if you don't fix this and make us feel like a valued customer than I will make sure never to use your site again and let everyone in my social media accounts know never to use hotels.com to book reservations because they aren't reliable.

I booked and PAID for in full 8 months in advance an apartment with the Sweet Inn Les Halles in Paris this July 2018 for my family of 5 (3 children, 8, 6, and 3). While traveling by car from the south of France to Paris, we got a phone call from Hotels. com that our apartment was unavailable. It took over 8 hours to resolve as their system was done, conversations with 6 different individuals, all of our phone minutes and multiple overage charges (in excess of $50) because we had to make soo many phone calls. They were unable to rebook us anywhere near the place we had originally booked. When we were finally rebooked in a microscopic one bedroom we had to pay for all the additional city taxes at the now, much higher rate. We were also unable to cook any of our meals, as we had originally planned in booking an apartment, and spent hundreds of extra dollars in eating out.. with 3 kids. it was a nightmare. I have used hotels.com, and was, until now a loyal customer. NEVER AGAIN. Even more aggrivating, is that we called and spoke with the hotel and confirmed our reservation and parking THE DAY BEFORE. I should expect for all of our expenses to be refunded, cost of our phone and meals reimbursed. Of course, this was never offered.

I booked 3 nights at a hotel using Hotels.com. They charged my credit card immediately. When I arrived at the hotel they only had me down for 2 nights. They offered to book a 3rd night and suggested I contact Hotels.com. I booked the third night directly with the hotel. The next day I contacted Hotels.com and they wasted an hour of my time correcting their mistake. At the end of the conversation I noticed the direct rate with the hotel was significantly lower than the Hotels.com rate. I asked them to honor their price match guarantee and they refused. After staying at the hotel for 2 nights I got my invoice telling me it was checkout day. I went to the desk and they explained that Hotels.com had cancelled the third night I booked directly with the hotel, and so I had to checkout after 2 days and check back in for the third day. I did that. I then used the receipt from the direct hotel booking to open a "Price Match Guarantee" claim on the Hotels.com website. They refused. I went back and for through 10 emails, asking to have my case escalated. I've lost patience, and now I'm going to file a complaint with my state attorney general.

I made a reservation through Hotels.com for the County Inn and Suites by Radisson, Rocky Mount, NC. When I arrived with my family at the hotel we were rudely turned away, the two women at the front desk claimed that they have been sold out for months with two weddings. The worst was that a week later I discovered that the Hotel still charged my credit card! I had to call to have the charges reversed. Terrible customer service!

My being " cancelled booking reference" : [protected].

I have to file a complaint regarding my above booking! I arrived the hotel at midnight and found that nothing has been reserved for us! The hotel said they DIDN'T have any business relationship directly with HOTEL.com! This is absolutely ridiculous and I even received a mail from you asking about my checkin feedback today! And I am absolutely fortunate that the hotel still has vacancy BUT I have to pay RMB 600 per night for two night and that is HK$ 1500 instead of the original HK$ 1, 100. But I was being treated like a dump, your staff only told me that you will cancel my booking and give me back a HK$100 coupon for future use. I really have doubt I will ever use hotel.com again!

Hello,

Recently we experienced a very poor and disappointing service from hotels.com in multiple circumstances for the same booking. The hotel that we booked on your website had no notification/warnings of the danger that this was in the fire zone or of the wide spread devastation. The umbrella onsite were charred. To either side of the hotel the homes were burnt to the ground. We drove in a taxi from Athens city which cost us $90.25 Euros through the most terrifying and horrific sights of the regions wiped out to the hotel. There were scenes of devastation, homes, apartments and shops completely destroyed and wiped out by the fire.

As we were in disbelief and frightened we were not comfortable staying at this hotel especially considering that we became aware that three patrons of the hotel were killed by the fire, and staff member badly burnt by the fire. As there were then no hotels available to change locations due to high demand we ended up paying nearly double what was originally paid.

Upon our conversation with hotels.com to rectify this and book us a new hotel, the Ramada Attica Rivera was cancelled. A new booking was made for the Dolce Attica River. Upon arriving, another 15 minutes by taxi when we arrived at the recommended new hotel called Dolce Attica Rivera there was no booking made. Your service team had booked us again into the Ramada Attica not the Dolce Attica only at a much higher rate.
We again called your service line which included numerous disconnections all of which took 7 hours and when we were suppose to have a relaxing afternoon we ended up seeing horrifying scenes, spending hours on the phone which your service team only to not have a booking at the new location and waste more time explaining to you team over and over what had happened, we did not eat dinner until 9 pm following our eventual checkin, leaving Athens at midday.

We would like to be reimbursed for the additional taxi fares we incurred by having to travel to your hotel which cost in total $90.25 euros
Plus in addition to making sure the previous hotel has been cancelled and refunded revision of us having to pay for the additional hotel which cost in total $341.70 (usd 272.)

Relevant Booking reference numbers
[protected] - should be cancelled and allocated to new booking
[protected] - the new booking.

Please review and advise as soon as possible

My name is Hu Zeng and I have been a Hotels.com member since 2003.

I made a prepaid reservation #[protected] （Elizabeth Rooms） for three nights (04/27, 04/28, 04/29)in Roma Italy. When I arrived at the hotel at 3 pm 04/27/18 the hotel door was closed and nobody answered the door. I called the owner and was told no room avaiable for us and asked us to wait. She (Elizabith)would send someone to pick us up and to find a place . We waited in the street in front of the hotel building for 3 hours and nobody showed up. During the waiting time I tried to call Elizabith several times and she did not pick up the phone. Eventrually Elizabeth relpied my phone and said there was no reservation for us. At about 6 pm I called hotels.com (phone [protected]). A man anwsered my call, promised to contact the owner and asked me to stay on line. I waited almost 35 minutes and nothing happened. (by the way I paid 19 euro dallor for the phone).By that time we were tired and hungey. At 7:30pm (04/27/18)we found a hotel room by ourselves at rate of 209 euro dollor. But we could only stay one night.Then I asked a friend in USA to contact hotels.com to deal with this issue because communication with usa in Italy was difficult.The following three hours my friend in USA tried to communicate with hotels.com people to resolve this issure and no result. At midnight we were exhauted. The next day (04/28/18) we trid every efforts to get a hotel room for the remaining two days. At 6 pm of 04/28 we got another reservatio from hotels.com with the booking number [protected]. This one For Ever(Fiumicino Italy) was far away from downtown Roma. Before we got taxi to go I called the For Ever(Fiumicino Italy) and the front desk people told us "don't come because they dont have room". We had trouble that night. We had noplace to stay. We (me and my wife) had to spend night in Roma train station, cold and long night there. On 04/29 We found a hotel room by ourself, again an expensive one 192 euro dollar per night.

This is not only an unpleasent story but a nightmare for us. We only have two and half days to tour Roma and we spent one and half day to try to find a place to stay thought we had a prepaied hotel reservation from hotesls.com. It ruined our vacation . After we returned to New York, both me and my wife suffered cold and cough for a week, that no doubt was related to the cold night we spent in Roma street.

Since then I have exchanged several emails with persons of Silver Service Team of hotels.com No one gave us an explaination why this happend and even told us it was difficult to refund us the the prepaid money. After about half month later I called my credit card company. My credit card company involed into this issur as disput charges.Eventually I got my prepaid mony refound.

I ask hotels.com to investigate this issue. I need hotels.com give us an applogies. I request compensation for the loss we suffered economically, mentaly and physically. I will reserve my legal right on this issue.

Sincerely

Hu Zen

I have a fully paid reservation for 2 persons tommorrow Thursday 9 August when Im supposed to check in at noon I have an important inquiry to make from Logaina Sharm resort I am unable to contact Logaina as it's telephone is out of service and it has no email judging by the pictures of the hotel and by the ad it seems like a decent hotel but during the past 3 days I have not been able to get through which seems somewhat fishy.My inquiry is Is it possible to change the names of th guests myself and my friend and have my son and his friend go instead at the same date and under the same conditions please note I have booked 2 fully paid rooms for check in tomorrow

717 La Homa Drive
Napa, CA 94558
August 7, 2018
To All It May Concern:
The purpose of this letter is to describe the circumstances of the evening of August 4, 2018 which led to my decision to decline the lodging I had reserved at the Economy Inn of Watsonville, CA, 95076.
By way of background, I am a retired Naval Officer, Defense Department contractor and a 90% Disabled American Veteran. I am also a veteran of two combat tours in the Vietnam War, and a Senior Citizen (age70). My wife is protected by the Americans With Disabilities Act (ADA) due to Low Vision; is in fact blind in one eye and suffering the effects of Stargardt's Disease in the other. My mother-in-law who was with my wife and me speaks no English and always needs my wife to interpret for her.
When we arrived at the Economy Inn Watsonville at approximately 9:30 P.M. the evening of the 4th, I first noted that the access street leading up to the Inn was almost completely dark, but the Inn was visible, so I proceeded onto the property. I was taken back by the scene in the Inn parking lot; my first impression was that some sort of event was in progress. People were standing, walking and running about from the walkway along the sidewalk access to the rooms to the western edge of the property. I chose to drive past the office, through the parking lot to assess what was going on. I estimate that there were about 30 people present, mostly gathered in groups of various sizes and I observed many drinking beer, talking loudly, and I noted the smell of (now completely legal) marijuana. A 25 - 30-foot motor home was parked in a room parking space, obstructing approximately half of the parking lot's width. As I made my way slowly to the north end of the parking lot driving my full-size white 4-door sedan, two young adult men glanced in our direction and turned and ran at full speed out of the parking lot into the darkness. I noted no security personnel present on the property and when I passed the Inn reception office, I saw no one present there. The accommodation room doors open directly onto the parking lot, the only exterior lights for the area (at least the only ones lighted) were low-brightness amber in color, and provided very limited visibility at any distance beyond the immediate door area.
With these impressions noted, I made my decision that it would be unsafe for my family and me to spend the night at the Inn. I informed the desk attendant on duty of my safety concerns and that I did not want to place my family at risk by staying there. She offered to call the police. Concerned for the probability of my being connected with police arriving at the property, I declined the offer of police intervention and asked the attendant to cancel my reservation without penalty. She indicated that was not possible because of the hour. I told her that I would file a formal complaint of the situation to appropriate agencies and she excused herself and went into an adjoining room for guidance. When she returned, she reiterated that the reservation would not be cancelled and that I would be charged for the 2 rooms I had reserved. As I made my way back to my car, 8 young men and women ran onto the property laughing and talking loudly, climbed into two parked cars and sped out of the parking lot.
I left the property, and drove to a relative's home in another city, where we spent the night sleeping in makeshift arrangements.
I notified Motels.com, through whom I made the reservations, and contested the $381.20 charges made to my debit card for these rooms. My position is that I was offered an accommodation that did not provide a safe environment for my family and me; physical and language limitations notwithstanding.
Yours truly,

William J. Harris, LCDR, USN (Ret.)

I made a reservation for a hotel in Florence, Italy for a trip we had planned in December. The cancellation policy clearly stated "Free cancellation until 12/23/18". I will be happy to send you a copy of the reservation confirmation.

My husband has just been diagnosed with Alzheimer's Disease and we will be unable to make the trip as planned. However, when I attempted to cancel the booking online, I was informed that this was a special discounted rate that is non-refundable. This is contradicted by the booking confirmation.

I contacted Hotels.com and spoke with Alyzza T, who responded in an email: This is in reference to your cancellation request under itinerary number [protected].

"We would like to inform you that after negotiating with the hotel, we already received an email from them stating that they are unable to cancel your reservation without penalty since it is non-refundable type of booking. We know the decision of the hotel isn't favorable on your end but we really did our best and exhausted all effort in negotiating with them and still they imposed their policy. As much as we want to process your request, we also need to abide by the hotel's decision."

I made the reservation through Hotels.com, not the Hotel Aurora. If the hotel isn't willing to honor the stated cancellation policy, then Hotels.com should step in and honor it.

I want satisfactory resolution of this immediately. I have enough stress in my life with my husband's illness without having to deal with a company that doesn't live up to its promises.

I can be reached at [protected] or at email: [protected]@embarqmail.com

Linda Hoffman