Hotels.com
reviews and complaints

I booked a hotel for Greenville, SC for Nov 2-3, 2018 and with this booking I was supposed to get a second night for free. When I called customer support, they did not help me at all and this has made me very disappointed with hotels.com. If this issue does not get fixed, I will be moving my bookings to another site. I have been booking through hotels.com for over 3 years and never had an issue. Someone has always helped me and given me the help that I need. I don't know what has happened this time.

On August 18, 2018 I made a last minute reservation (conf#[protected]) for a one night stay but realized on August 19, 2018, when I went to check in, that the reservation was made for the day prior, which was an error on my end. I did not realize that I made the reservation for that same day as I was booking it. I forgot to change to dates at that time of making the reservation. I immediately asked the hotel to refund the payment since I never actually stayed there due to me thinking I had the reservation for the next day. I was told by the hotel staff that I would have to go through my bank, which is Chase. I contacted Chase right away, that same day, who did refund me my money immediately. However, I checked my account due to a notification from Chase that there was a change to my account and saw that the change was referring to this credit to my account. Apparently, after 2 months of investigating the credit, Chase reversed the credit because they said that it is the responsibility of Hotels.com to refund me. I have spoken to several of your reps who have not been helpful. I have been told that I was charged because I was considered a "no-show". Although I did not show up, it was not intentional. I made the reservation for the wrong date. Nonetheless, I never stayed at the hotel. I need to be refunded back the amount of 124.26 immediately. This is very unfair for me to have to pay for an honest mistake. I can be reached at [protected]

Hi Hotels.com,

On Tuesday, October 16th, I called to cancel a hotel reservation with the Hilton Garden Inn at Times Square due to Medical Emergency.

When Hotels.com called the staff at Hilton Garden Inn, they denied the cancellation request (Hotels.com did not tell them the reason for cancellation).

Since Hotels.com did not tell them the reason for cancellation, I called the Hilton Garden Inn to let them know I needed to cancel the room and obtain a refund due to Medical Emergency.

The staff at Hilton Garden Inn assured me that they would send a note to Hotels.com, letting them know that they canceled the room on their end, and that Hotels.com needed to issue a refund.

When I called Hotels.com back that same evening (Tuesday, October 16th), they had not received a message from Hilton Garden Inn.

I called Hilton Garden Inn again, explained the situation, and was assured that they cancelled the room on their end and that I needed to confirm the refund with Hotels.com. The manager working at Hilton Garden Inn - the person who confirmed the cancellation - is named Kadem.

I called Hotels.com the morning of Wednesday, October 17th to confirm the refund and was told that they were updating their system. I was told to call back in two hours. I called back in two hours, and was told that they were still updating their system, and that I should call back in two hours. I called back yet again two hours later. The third time I called, I was told they were still updating and that I should call back in 6 hours.

At this point, it was the end of the day. I called Hotels.com back this morning (October 18th) to confirm the refund, and I was told that they could not get ahold of the Hilton Garden Inn and needed to still confirm the cancellation from Hilton Garden Inn.

Hotels.com told me that they filled out a form detailing my case and that I would receive an email confirmation. They also told me that they would email me to update me when I could follow up to confirm the refund.

I have received no emails.

Please issue the refund for the stay that was canceled at Hilton Garden Inn for the evening of Wednesday, October 17th for Mr. Eisner.

Thank you.

Made reservations through Hotels.com at Radisson Oceanfront in Indialantic Florida. We had to check out one day early to return to Raleigh North Carolina before Hurricane Michael got there. The hotel management said since we booked through a third party (Hotels.com) we would have to get the refund through them. Had we used Radisson Reservations they would have given us the refund then. I called Hotels.com and explained about the hurricane and checking out early and requested a refund for one day. They said because we prepaid they would not give us a refund. We will never use a third party for reservations again especially Hotels.com. We actually had problems with our room also. The A/C was broken in the room and after trying to fix it two times we asked for another room. The furnishings in both rooms was worn and dirty. The A/C worked in the second room but the unit was physically inside the room with a vent in wall to outside for exhaust. It was really loud and ran constantly making it hard to sleep.

Dear Complaints Board,

My name is Nelson and I made a hotel booking/reservation at The Capitol Hotel Tokyu through the hotels.com website.

My reservation was confirmed (confirmation number: [protected]) and I was told that I will be charged 219, 545 yen in total by the hotel for the room charge. As I was staying for five nights at the hotel, this meant I will pay 43, 909 yen per night as room charge. I understood that this did not include any applicable tax.

Upon check out at the hotel, I checked the invoice (see photo attachment) and noted that the room charge per night was 61, 369 yen. You will see from the invoice that accommodation tax was charged as a separate item.

I asked the front desk staff why there was such a huge discrepancy between the amount I was told I needed to pay by hotels.com and the amount on the invoice. The hotel staff vaguely alluded to "possible additional tax amount" being the reason for the discrepancy but I pointed out that tax was already a separate item. This did not make sense to me whatsoever, but I was in a hurry to get to the airport so I paid the invoice amount.

However, upon review of the invoice and the confirmation from hotels.com, I am quite sure that the hotel over-charged me for the room charge (as it did not reflect the amount in my reservation confirmation from hotels.com). I am disappointed that this happened and feel somewhat tricked into paying more due to a failure of communication between the website and hotel.

This incident has been cause for me to reassess the reliability and trustworthyness of the website, and I am considering warning others about such potential dishonesty.

Please let me know how you intend to resolve the above incident/issue as soon as possible. I look forward to hearing from you.

Kind regards,
Nelson

I have neve been so displeased with a service in my life. I made the reservation last week and found out this week the price dropped. I was like great cause i seen on your website it said "we price match". I called 2 days before i was supposed to go to the hotel and was told we do price match but it will be refunded after you check out and then you will receive a voucher or gift card for a future reservation. How do you price match after the person leave? The customer service reps i spoke to Ren A., and Mark were so rude they told me to take a picture of the price after they just confirmed the change on booking.com. Ren told me i would receive a voucher i haven't even checked in the hotel yet so why cant the price be matched. After this i will no longer use hotel.com cause you all dont stand by what you say on your website nor do you all honor loyalty. I just wanted to get credit the difference form booking instead i get nothing but a headache and rude customer reps. My name is clarrissa [protected]. All i wanted was a credit of $45 to my account for the difference but instead i will be given a voucher for a future trip that will not use. Your Booking Details
Check-in:
Friday, October 12, 2018 from 3:00 PM
Check-out:
Monday, October 15, 2018 until 11:00 AM
Total length of stay:
3 nights
Traveling on different dates?
You selected:
Superior Double Room
Change your selection
Your Booking Includes
Free WiFi
Your Price Summary
Room $355
14 % TAX $49.70
Price
$404.70
(for 2 guests and 3 nights)
Your payment schedule
Before you stay you'll pay $134.90
At the property you'll pay $269.80
How much will it cost to cancel?
If you cancel, you'll pay $118.33
Do you have a coupon code?
Limited supply in Miami Beach: 2-star hotels
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Location Highlights:
Popular Landmarks Nearby
Ocean Drive, Lincoln Road and Port of Miami are just a short distance away
The Fine Print

You must show a valid photo ID and credit card upon check-in. Please note that all special requests cannot be guaranteed and are subject to availability upon check-in. Additional charges may apply.

Guests are required to show a photo ID and credit card upon check-in. Please note that all Special Requests are subject to availability and additional charges may apply.

We stayed at your hotel 4 oct 2018. It was a very bad experience. We complained at checkout but the person at the desk just nodded his head and offered no help in forwarding our feedback.
We stayed at the apartments across the road, which we did not realize when we booked. The room was ok, but very poor sound proofing means we could hear everything. We couldn't watch tv because the remote was not working - batteries corroded- and in the morning there was no hot water so we found not even have a shower. The boys next door came back at 1:50 and for nearly two hours we could not sleep with the noise of laughter and music. They were not doing anything wrong but the walls are too thin and you can hear everything. Why state in your info that guests have to be out by 11pm if you cannot enforce it because it is across the road. These girls who came with the boys were obviously not guests at the hotels. And finally the toilet/shower arrangement is ridiculous - set at an angle it is impossible to sit on it comfortably. The whole place looked like a building site because a lift was being fitted. Luckily as part of a tour we stayed in a decent other hotel in Reykjavik. But we feel we are owed an apology and compensation for a very poor service.

Disgusted with Hotels.com. I was trying to book a hotel in Miami online and their systems were down so I called and spoke to a lady who quoted me an even better price. I gave her all my information to book, including my credit card, however she discovered that their systems were down too. She did promise me 100% that the price was guaranteed no matter what so I booked my flight while on hold. I was on hold for half an hour and I finally asked her if she could maybe call me back when it was up and running, she said no problem and AGAIN promised me that the rate would still apply. She called me back, at almost midnight, we confirmed all the details and she said "I'm processing your order now". After another 15 minute hold she came back and I asked her why it was taking so long, it is very late, and she started to apologize and then disconnected! I am not sure whether she hung up on purpose but she also did not call me back. When I called to speak to a manager the next morning, there was no record of my booking and the price of the hotel room had gone up more than double! He refused to honour the price she GUARANTEED me and said he would only give me $100 off. I now have a flight I booked based on this hotel price and no hotel! I told him I would never book with hotels.com again and would make sure I tell everyone not to and his response was "you do what you need to do." DISGUSTING.

I booked a reservation 10/8/2018 for a room in LA. Booking screen clearly stated i could cancel 10/10/2018. I canceled 10/9/2018. Now hotels.com says i have a $250 penalty the room price is $222. penalty includes tax? No consideration from the rude manager of customer service Victoria F. I was told that Hilton has a 48-hour cancellation policy. However I did a mock booking with her showing that there are multiple cancellation options depending on the price you pay for the room and there are 24 hour cancellation options which is what I booked under. No consideration for the accuracy of my statement they still continued to hold that they would charge me the entire cancellation policy. Where is the ability to fight the fairness of this?

On 29th September I have done a booking for : Bran Monte Crai, Bran -Romania (Confirmation number: [protected]) for 2 nights and everything was fine. Today, I just saw that I received an e-mail (I was on holiday for a week and I didn't have access that much to the internet) from the property telling me that the room I have chosen one week ago is not free actually. They were saying that it was a system problem. But this is not my problem, because of this situation I have lost other opportunities and if "I knew from the night I did this reservation I could have looked for other places. Besides this situation, I found the mail in Spam. Imagine that I could not see it and go to the destination on 31 December where they could inform me that with my reservation was an error. This is not admissible.

Another thing is that on your website it still appear my booking. And there appear 3 nights instead of 2 nights that I have booked. How is this possible? I can not believe such a thing.
I will never ever in my life use hotels.com and I will tell to all my friends not to use hotels.com because all the services are bad. Maybe when you remain without clients will make an effort to do your job well.

It is a shame that you do not know how to do your job well.

Booking number [protected]. made 02/10/2018 for 1 night 10/10. Chose on the basis of the attached photograph showing free cancellation. Found this was not the case on receiving confirmation and i was liable for cancellation fees from the moment of booking. Your customer services were less than helpful. Not happy the statement in the picture which is specific to the room I was trying to book is a lie. Hotel not happy when i showed them the picture either. Considering sending this to trading standards

On 9/28, I booked a room for the Oceanside Hotel and Suites in Miami Beach for my wife who was going to stay 1 night on 9/29. When she checked in, first the front desk man asked her multiple times if she was there by herself and kept smiling at her in a provocative way. Then when he handed her the key he purposely touched her fingers and hand with his. When she went to the room it smelled and caused her to get a migraine.
So she went back to the front desk and the clerk told her he'll get her a 'special' room, or something like that. My wife was genuinely scared and called me right away. The clerk hadn't returned and I told her simply to leave and I'll take care of it. I spoke with the reservation person at Hotels.com and then her supervisor. Both called the hotel and both were told NO REFUND since my wife walked out. What did they expect, for her to remain in front of a person that frightened her and then would have a master key to her room?
I understand you don't know my wife, but she is a strong woman and definitely not easily scared. This is one of the only times in our 20 years that I can actually remember her being scared for herself.
Then to make matters worse, while I have her on the phone, I again went to hotels.com to get a different room. This one advertised for $120, so I went ahead and booked it. Now granted, I didn't pay much attention since I had a distraught wife on the phone but when I looked again, they charged me $245. WOW. I didn't bother to call and complain about that bait and switch and the hotel was extremely nice (So my wife told me), but to just wash their hands of the first incident is unacceptable.
Anyway, Hotels.com will not receive any further business from me, and you better believe I'll be telling this story to all of my associates who are frequent business travelers.

I made a booking through your website at Tshedza Guesthouse. On arrival I did remark to the gentleman taking me to our room that it looks nothing like the photos on the internet. We checked in and went to our room. It was filthy and in a very bad state (unfortunately I was so upset, I didn't think to take photos). I went back and asked for a refund. He said they didn't do refunds but will take me to their other branch. I accepted and when we got there it was in just as bad state as the other one. Again I asked for a refund, which he refused. We couldn't sleep in those circumstances so I searched for alternative accommodation (which luckily I found) and had to pay again! It is a shame that businesses can get away with this. I am requesting a refund from Tshedza Guesthouse. Also should they be banned from your website for false advertising.

I was in search for cheap airline tickets called this number [protected] and they booked me a flight using the cards. And now I have know gift cards and no flight. Card numbers [protected] and card number [protected] I have used cards before and thought the reason for the numbers where to track cards. I was told by your customer service there is know way to track cards. What i'm not understanding is how a third party can have access to a valid airline and use your cards to scam hard working people. I'm not sure what I have to do but something can and will be done.

Dear hotels.com,
I am writing to complain about the reservation Nr. [protected].
According to our reservation confirmation the total amount was 204, 99 EUR, but at the reception we were charged for 235 EUR, the asked plus 30 EUR for the cleaning.
Above this, in our reservation confirmation the tourist tax was 0, 81EUR per night for adults and for children under 16 years 0, 41 EUR, this total had to be for us for 3 night 10, 95 EUR, but as you could see in the attachment they charged us for different taxes and other fees ( 40 HRK), the difference from this is 7, 76 EUR.
So all together we were charged addictional 30 EUR + 7, 76 EUR, I am demanding to transfer this money back to my bank account.

At the reception we tried to solve this problem, it took 1 hour from our holiday and it was a very unpleasant situation during our holiday.
Before I booked our accommodation I compare the price with booking.com site. At booking.com they show the price more detailed ( accommodation, cleaning fee, tax), these all together was the same price as at hotels.com ( the total amount was the same 204, 99 EUR). So I choose your site because I was always satisfied with your services until now, but at this time because of my loyalty I had paid 37, 76 EUR more.
I look forward to your reply and a resolution to my problem quickly.

Sincerely
Pál Józsa

Hello: I am Raphael Wilson-Ricks. I am currently staying in the above hotel. I made a reservations for 28 days. I have attempted to speak with someone at Hotel.com regarding this many issues here. I am in Mexico for work purposes. I am a business owner. In addition, I've booked several shows to display my product. I was told that i could check in early in the am my first day. I did not get in my room until 2pm and because of that I missed a show that I paid $300.00 to participate in. The room has only beed cleaned once to this day. I had another show this morning and was given a certain parking space. Last night the hotel allowed someone to park in my space blocking me again. This morning when I left my room to load my truck for another show they allowed someone to park at my door and I could barely exit. I was not able to load my truck and make this show. The room is full of roaches, the wi fi does not work. I asked to change rooms and was promised another r om because I must take orders over the internet and I am trying to recoup some of the money that i've lost. There is no General Manager here. I am always referred to speak with the person in the reception area. Two of them speak no english so this does nothing when a situation arises and that needs immediate attention. I've already completed two surveys and have left messages for a manager to call me regarding my concerns.
So now I am putting this in writing. I am asking someone from your legal department to contact me. I thought that your company check out the hotels before you become affiliated with them? I would like information regarding filing a claim against Hotel.com for all that I've encountered. I've been told that they will not refund my money to me and I asked to be moved (through hotel.com). Again, no one has followed up with me regarding either request. Today I called Hotel.com again to speak with a Supervisor and asked her to call me back because of the internet constantly going down I would not be able to speak with her long. She took my number and It's been over 1 1/2hrs. I don't know which is worse this hotel or hotel.com. I can be contacted at [protected]
Raphael Wilson-Ricks

I arrived at 330 on September 11, five people were behind the counter, I had to wait for assistance and there were no rooms ready. I got a room eventually, dropped my things and went to work. I returned late, there was a barking dog on my floor, got ready for bed, pulled back the sheets to sleep at 11 and the bed was full of hair and filth, dirty, not changed. I called the front desk to be moved, they could not send up a key, so I had to repack and go to the lobby. I got another room, entered, immediately showered off the filth from the first bed, and looked down to find a dirty bandage in the tub. Then, as pulling a towel from the sink side cubbie, found an opened condom wrapper inside. Also, the desk attendant wrote my room number on my room key jacket at the desk with others present. I expect full reimburement for these gross health and safety violations

I have booked Residence Inn by Marriott Tysons Corner
8616 Westwood Center Dr Vienna, VA 22182 United States for my guest Ms.Agapi Svolou who came from France.

The movement when she get down from tax, she started spelling bad, she just proceed in to hotel reception and she could not able to stand 2 mints because of bad spell. She came out of the hotel property and called about the situation. Immediately I have booked another hotel (Confirmation number: [protected], The Westin Tysons Corner) and she checked in that hotel and she is happy now. After booking The Westin Tysons Corner, I called to hotels.com customer service explained the situation they are able to refund 50% of my booking amount and rest of the amount they have not refund and they are telling its property policy etc. If the property is bad then they have to refund entire amount, I request you to kindly understand the situation and help me the rest of amount refund.

If you have any need any information, please call me [protected]

Thank you

[protected]
See attached email confirmation of above booking with private bathroom. The room I was allocated was a shared bathroom hostel accomodation. I left the accomodation after 5 mins and returned my key advising reception why i was not staying but as ai did not book direct with the hotel I have to deal with hotels.com for refund. I have made several requests to hotels.com for refund and still nothing.

I have been staying at the Travelers Inn in Longview Wa since Aug 31, 2018 when I booked my room on your site and since then I have been paying everyday since
now the owner comes to my room and basically forces my room door open and tells me that I basically can't have my stuff on the bed and then tells me that I can't have visitors and because my bed is made and I have stuff on my bed that I am not sleeping in it and he has done this for 2 days now and all he does is complain that I have stuff on the bed and he tells me what I need to have done and complains about everything and I am not doing anything but keeping to myself.. But his pushing the door open on me just so he can see who or what I have in my room... And like I said I have been here since Aug 31, 2018