Hotels.com
reviews and complaints

My wife and I booked a hotel, when we got there, the hotel had no record of our reservation, and they were booked up. We were traveling in a igual truck that we had to pay a dollar a mile for. When we called customer servixe, we were hung up on multiple times and it took them 6 hours to find us a new hotel. They kept saying that there were no hotels available in our area, when we had called a few local ones that had vacancies. We had a 3 month old baby that was crying the entire 6 hours that it took your customer service to help us out. We had been put on hold for hours at a time, we had to call from multiple lines to get anyone to fix the situation. It was completely unacceptable. My husband was late to work the next day because we didn't get to the new hotel till 2 am. We had booked a two bedroom room and the hotel they sent us too was a honeymoon hotel that had no rooms in the entire place with more than one bed. My husband slept on the wood floor because they didn't have cotts. There were bugs crawling into the a/c unit and seamen stains on the bed that i nearly laid my baby on. We had called when we both had time off of work, which was about a month or so after and it took 5 hours to get anyone to help us and the compensation of 150$ was a joke. I had the worst night of my life, it was dangerous for my child and it cost us more because we had to pay for an extra 50 miles on the uhual. I will be contacting my lawyers and the better business bureau if this is not rectified promptly.

Hello, I'm an avid hotels.com customer and decided to use my free hotel night stay at the Ocean Villa Inn in San Diego. I'm never been so dissatisfied with a hotel stay. This hotel was disgusting and I'm quick certain it hadn't met health code. I will be reporting to the city inspectors office. The room smelled of dog and urine. The bathroom walls, floors and throughout the room had mildew and dirt. The outdoor patio looked like a prison yard with dirt and old patio furniture. Thank god we arrive after midnight and only needed a place to sleep. We got up at 6am and immediately left the premises. I would like my free room credited to my account.

On July 6th, 2017 we were notified that the hotel we booked through Hotels.com overbooked their property in Calgary. (Surprise, Surprise! I learned the Stampede is in town). After a very lengthy conversation on why we were not open to moving our reservation (as meetings and all events were at the original booked hotel.) we reluctantly agreed to moving the reservation to another hotel, providing if the guest did not agree we could cancel. Sure enough, the hotel option give was not going to work for this business trip. On July 11th, 2017 we called to let Hotels.com know that we needed to cancel this booking, they then advised us that unfortunately that was not an option as the hotel had already been paid and we were out of luck. I explained to our customer service agent Albert that the only reason we agreed to this replacement hotel in the first place was because we had the option of cancelling. He proceeded to say we were lying and that there was nothing they could do. I hung up the phone, only to have him call me back to say maybe they could help, but low and behold nope. They just wasted by time again to put me on hold and say they couldn't help me. I have been using Expedia, Booking.com and Hotels.com for years for both personal and business. This will no longer be the case. My advise...Get the good price off these sites and call the hotel direct. The worst customer service I have EVER had.

You should de-list this location. I submitted a review, supported with photographs, many days ago and it has not appeared. It looks like you are not posting any reviews as I imagine they are all negative. Your customers need to know what a disgusting place this is. My stay was from June 25 - June 29. Requested managemnt to resolve issues and received only a very rude response.
Regards,

Trevor Pedler
[protected]
[protected]@pedler.ca

The worst customer service I have ever experienced.Attempting to change a name on a flight which involved multiple calls, 9 + hours, social media etc. I was disconnected twice, even spoke to a supervisor who alleged that he would call me back. Of course never did. Sent all the details to someone on their twitter page, was told they would help, then they could not. This is a company that has no customer service, I would not recommend them to anyone.

If you book on the hotels.com app you use the 5% off app ( which saved me $3.27 ) you Will NOT get a free night stay. I called them to ask where my free night was and why it wasn't on my profile. The only answer I got was "I am sorry" .. They DO NOT tell you anywhere that this is the case, NO Where... sneaky way they use to keep your free nights away from you.. horrible!

Date: booked in for June 5th - June 12th, stayed one night and placed complaints on June 6th. Confirmation no. [protected]. Hotel details: Penguin Rooms-city center ul. Lobzowska 12/1, Krakow, 31-140, PL. Phone +[protected]. Accommodation was on 1112;ul.Mickiewicza 55.
When booking this room a picture of accommodation type was displayed and when I received confirmation the same picture was displayed, this I consider, as does the law, to be false advertisement. Not only did it not resemble this picture in any make, shape or form, it also did not deliver on the facilities promised. Facilities promised were free wifi- the wifi did not work. flat-screen tv with cable channels- not only were there no cable channels or flat screen tv there was no tv at all. A double sofa bed- this was not a sofa bed but a very dirty sofa that would not sleep one adult. Kitchen- filthy and not a kitchen but a side-board with no table or chairs like the picture claims. Free toiletries- none. The bathroom smelt like a sewer and was dirty, too dirty to shower in. Premium bedding- a childs single bed sheet, cushions no pillows and no other bedding and the one single sheet had a stain on it as did one of the cushions, that had no covers. None of these facilities were delivered and the place was too small, filthy and with no air-conditioning. On entering the building the foyer had no lights and was very dangerous as there was numerous steps, there were also no lights in the corridor in front of our room.
I did book a shuttle through Penguin rooms which was on time and cost what they had promised, but we were not dropped at the door but half a block away, the driver however was very pleasant.
It was 9.45pm when we arrived and we were greeted by a guy with the keys. First there was no lights in the foyer and then none outside the room, I highlighted this and he just seemed to be amused by this. When entering the accommodation my jaw dropped, I explained this must be a mistake and he said no. He had no real English and then claimed I had to pay for the week. I had already paid by credit card but he claimed I had not, I asked to speak to somebody in charge. He rang someone and spoke to them in Polish for 5 mins. He then put me on the phone to this guy who tried his best to convince me I had not paid and I could pay cash. He then tried to tell me he was going to take it off my credit card even though it was already paid. After this was somewhat sorted they decided I had to pay for late check-in 924 zloty because they only check-in up to 10, I then explained we were being booked in at 9.45, he looked at his watch and said no it's 10.30. I explained it was 10.30 but they had me on the phone for half an hour and the rest was trying to explain that I had all ready paid for the room. Then he asked for a further 100 zloty for cleaning, I naturally thought this was a joke because of the state of the room. I said we're not staying here it's not what we booked and asked if they had any other rooms, he said yes and I asked where, he replied in the same building and they are all the same. I declined another room and asked if he had a nimber for any hotels we could book into, he said no and this is when I realised there was either no 'free wifi' or it did not work. It was now 11 o'clock we were tired and had no where else to stay, so we had no choice but to stay that night in filth. The man would not leave until I gave him the 100 zloty for 'cleaning' in cash. I felt I had to to get rid of him he was quite aggressive. We did not sleep as there was nowhere but a stained couch to sleep on. The place was disgustingly hot as there was no air-conditioning.
The next mournibng early I rang the number I was given and told them they need to send somebody over for the keys we were not staying there for one more night and I explained why. They said someone would be over in 30 mins, we were waiting over an hour and every time I rang the phone was off. I gave a full itinerary of the issues, he was very polite. He assured me a refund but none came and I have heard nothing since.
I am looking for a refund and I seriously hope you take this scam off your site. After my week in Krakow I went on for further travels and you can note I did not go through hotels.com. I nor any other member of my family have had any issues in the past with hotels.com and the accommodation we got through you. If this is rectified to my satisfaction I will of course try you again but until then I will be doing business elsewhere.
Tara Whelan

My son and his friend were looking to rent a HOTEL for some gaming convention in Los Angeles July 1-3. They were quoted $170 per night plus tax. They were told one queen size bed and two twin beds, in a HOTEL. After giving their credit card number they were sent a "receipt" stating that they would be charged $879.00. We tried to cancel, and were told that they would pay anyway! These boys have disabilities, and they were duped into renting an apartment! No cancellations? I 've never heard of such a thing! What can we do? If it had been my credit card I would have disputed it with my CC company. The mother of the other boy seems to think there's no recourse, and wants me to pay half! Help!

I had problems accessing my account overseas in US after many successful bookings n made numerous phone calls at my own cost to check out why I can't log into my account anymore, hotels.com staff neither provided any explanation as to why it happened nor could be bothered to solve the problem either. Up till now I still can't access my account n the mobile system prompt msg 3305 n online prompts msg of can't recognise my account. It is very frustrating each tine to hear their indian customer service's mechanic tone n answer to whatever issues you have with the agency! to which they said they will send an email that you never receive!

Another complaint is hotels.com conclude with some airbnb hotels n whenever guests booked n paid but can't check in because the hotel said they are double booked n sold to higher prices at last minute or simply refuse you to check in for no good reason. When complaints lodged hotels.com only took hotel words for it n never listen to guests even we have all evidence videos, the hotels will simply mark guests as no show n we have to go through credit card companies to recover the paid hotel fees!

I booked 2 night hotel in Chatham MA through hotels.com, from May 27th to May 29th. On May 27th, my first flight was delayed due to weather reason so I missed my connecting flight, which would cause me missing my first night of stay at the hotel. I called hotels.com around noon to see if there is any chance I can cancel the night. I would understand if they say NO because this is within 24 hours of my stay. However I couldn't reach a real person. all I got was machine and holding. Instead I called the hotel to try my luck. To my surprise, the hotel owner Lisa was so nice and she was willing to cancel my first night and refund me my payment. All I need to do was to have hotels.com give her a cancellation notice so she can lease the room to other guest. I started to call hotels.com over and over but still couldn't reach a real person. Eventually I had to give up and board. Once my flight landed, I got voice mail from Lisa that she needs to get the cancellation notice ASAP otherwise I have to pay for the room because it would be too late to lease it to other guest. I continued to call hotels.com and eventually got an agent. The agent agreed to call the hotel to cancel the first night. However, Lisa never got any notice from hotels.com so eventually I have to pay for the night I didn't stay. Later I called hotels.com to complain about the situation. In my opinion, hotels.com's poor customer service caused my lost so they should compensate it. The agent I spoke to was very unfriendly. He kept on telling me this is my fault because I booked the hotel a month ago I should cancel earlier instead of the same day. Well, how can I foresee my flight would be delayed a month ago? Then he claimed since the hotel won't refund them money, so they couldn't refund me anything. The truth was the hotel was willing to refund me my payment, because hotels.com was unable to assist, it caused my lost. All I got from the agent was "there is nothing we can do". I haven't been with hotels.com for years, I am very disappointed about this company and will never use their service from now on.

Here is a letter I sent to my credit card company after attempting to resolve the matter with Hotels.com with no success.

To Whom it may concern:

Attached please find the signed letter regarding my dispute of the Hotels.com charge dated, March 10, 2017. You will also find an additional attachment as a supporting document that Hotels.com fraudulently over-charged my credit card.

When I originally made my reservation at Hotels.com, I elected the hotel based on its eligibility to redeem Hotels.com rewards. In fact, when I completed my reservation after applying the reward, the confirmation stated that all I owed were the taxes for $27.21. In April, when I reviewed my AT&T Universal Card billing statement, I was surprised to see that I was charged $222.66. I thought it would be an easy fix by calling Hotels.com directly. After multiple attempts and my complaint falling on deaf ears, I decided to file this claim. Hotels.com promised to escalate my claim and that someone would call me back within 48 hours. Each time I spent over an hour on the phone explaining the issue and was transferred various times only to get the same response, my reward expired and they couldn't do anything about it. After I insisted on a resolution, I was promised a call back. The call never came. This didn't just happen once, it happened multiple times.

The reason given by Hotels.com is that they claim that my reward expired. Please note the attachment which referenced the date of expiration. Yes, the reward expired on March 20th, however, my reservation was not only made before that date, my stay was completed before that expiration date as well.

They also claim that I was not logged into my account. I have to disagree. I was most definitely logged into my account, which is the only way I was able to "apply" my reward at the payment screen. Following the payment screen, the next screen calculated the balance due for $27.21. Clearly, something happened from the time I completed my reservation and the time they processed whatever they needed to on their end. Ultimately, this is not a result of anything I did wrong.

Hotels.com has been difficult to deal with. The bottom line here is that I earned the reward, I applied the reward to my reservation and Hotels.com did something to remove that reward from my reservation. Now, I don't know if they did this on purpose or not. However, at the end of the day I am paying for something that I am not responsible for.

Neither Credit Card company and Hotels.com have resolved this matter.

Rocky Inn, Long Beach, CA
Dates June 2 & 3 2017
Confirmation number: [protected]

Blood on shower curtain, filthy walls and doors and appliances, chewing gum on walls and ceiling of bathroom, holes in bedcover, only 2 thin pillows and small old towels.

We desire a refund and/or credit to Hotels.com and for this hotel to be removed from the Hotels.com listings.

Cancellation of confirmed hotel bookings

Confirmed booking references/booking details were issued to me by hotels.com in september 2016 for hotel rooms in makkah, saudi arabia.

Booking agent:hotels.com (the well known online travel agent).

Hotels.com, for the past ten months, have refused to resolve my above denied reservations at hotel makkah rroyal dar al eiman+ other hotels.

Regrettably, today monday 6th june 2017 (ten months after the reservations were made), I received email cancellations for twelve of my confirmed reservations.

I immediately sent many emails to hotels.com (to all concerned including the ceo), called hotels.com's relocation and reservation department many times but to no avail.

According to the rules of hotel bookings, when such situation occurs the booking agent (hotels.com) is fully responsible for :

1- immediate relocation, at no extra cost to the guest, at a higher grade prominent brand hotel, opposite kaabah in makkah.
2- compensate the guest (in this case me at least $ 3000, 00000) for all the hassles and inconveniences created/caused by the agent (expedia).
3- discipline the property that denies the reservations and its owners
4- remove and abandon all properties that denied reservations from hotel.com's search engine.

We booked two rooms at the Envy Hotel Baltimore for May 19. We were in town to watch an Orioles game. Confirmation #[protected] and [protected]. I used my rewards points to pay for one room and we planned on paying for the other at the hotel. We arrived around 5:45, parked (had to pay for parking) and went to check in. We were advised that the hotel was not accepting any guest due to the air conditioning being broken. We were told to contact the re-location department for Hotels.com. When we called we were told that the system was down and to call back in 3 hours! It was now around 6:30 with the game starting at 7. We eventually were able to talk to someone in the re-location dept. She was very helpful and found us two rooms at the Holiday Inn express stadiums. She advised us that we would not have to pay, due to the fact that we already paid one room and the inconvenience of paying for parking twice, missing the start of the game (we arrived at the top of the 6th inning!) and she made the reservations. We checked in to the Holiday Inn, and gave a card for incidentals. The clerk advised we would not be charged according to what Hotels.com told her. Two days later the card was charged for BOTH rooms. I contacted Hotels.com and advised they would contact Holiday Inn to credit back the card. The GM was not in and the rep from Hotels.com told me she would call me back when she spoke with her. I called several times to follow up. The GM for Holiday Inn advised she talked with the Hotels.com rep and was waiting to receive the form. The card was never credited the money back. I called several times to follow up and spent at least 3 hours on the phone talking to different people from Hotels.com, to include a very rude, unprofessional woman named Paris. I finally spoke to a rep assuring me that it would be handled. It has over two weeks and I have yet to be credited the money charged! I paid for two rooms and used reward points for nothing! I am extremely upset, frustrated, and dis-satisfied! I am a loyal Hotels.com customer but this whole experience was absolutely horrible!

Super 8 hotel located at 10130 Alameda Genoa rd Houston TX 77075 sleep there on may 28 2017 call office for someone to come to the room and when the front desk came up he just pick them up in throw them on the outside of the room in said manager wasn't gonna be in till 8 speak with manage( Harry patel)[protected] about the bugs we found in room he stated that we bring the bugs there for them to bit me up so he was very nice on the situation I am not very happy I had throw all my belonging away I would like for someone to contact me at [protected]

On May 20th 2017 one week before the long weekend, my husband suffered fractured ankle and dislocated knee cap ended in ER for a long long evening. We were looking forward to spending time in Montreal Canada for long weekend at Gite Maamm Bolduc, 4351 Avenue de Lorimier Montreal H2H 2B3 QC CA. We booked this hotel thru hotel.com. Following the clear instructions for six weeks bed rest from orthopedic doctors, on Sunday May 21 I called Hotel.com and the hotel “Gite Maamm Bolduc” and requested for cancellation and refund explaining the situations we were in. The customer care staff was rude, arrogant and not at all understanding of our situation & not agreed to cancel our reservation and refund the money even though well week in advance. We are so frustrated with the response from Hotel.com and suggest no one to use their services for any online booking. I was ready to send the doctor’s letter as a proof if believing on my words were hard… but they neither listen nor process the cancellation. Worst customer service experience ever!

This is ridiculous I was just talking to a representative from consumer affairs that did not offer any sort of compensation for all my trouble just a oh well too bad so sad?! I asked to speak to a supervisor and they said there was no one else which is #! I guess you guys could care less being dragged through social media. My dad was an investigative journalist for the seattle times and trust me they love stories like this. Like I stated before I promise I will not let this issue be dropped!

This was my original issue

I'm am beyond frustrated with (Link: HTTP://hotels.com) hotels.com customer service. I had a two night stay in january that I have been fighting to get my credit for and yes folks it's now may! I have the confirmation email and the reservation is under my name yet for whatever reason they gave the credit to a random silver member they have and who I have no idea who that person is. You would think that since it's under my name and I paid for it it would not be a big deal to just make the change right? Wrong! I have been dragged through basically hell trying to deal with such a simple issue. I have been working or I should say attempting to work with their customer service I have had several phone calls where I am told the request is done or in process and yet nothing ever happens. I am on the phone for over an hour at times even speaking with supervisors and nothing has been done. I have reached my 10 nights within 6 months yet cannot use my free night due to the fact that they find it so hard to credit me for my two night stay which again is under my name and my card! I was in the phone again today for over 30 minutes and when I asked for a supervisor again guess what the call magically got disconnected after over 30 minutes of expanding the situation again since apparently they don't believe in notating someone's record so when I call k could save myself from repeating the issue over and over. I work for the airline industry in customer service and would never give any of my customer such a hard time and offer little to no help. I was promised by multiple supervisors I would be compensated for my trouble and of course nothing! Typical this is ridiculous! I was on a fast track to becoming an elite with (Link: HTTP://hotels.com) hotels.com but beware this terrible experience has officially lost a customer. I hope this goes up to upper management this is terrible hospitality from a hospitality company! Beyond annoyed and irritated and will continue to share my experience on social media and other outlets. I can't stand to let all that wasted time and good faith be hindered by the awful treatment I continue to receive. Get it together this needs to be resolved!

On 5/5/2017 my boyfriend and I checked into the Van Buren Hotel in Shipshewana, IN. We chose the highest priced room we could because it had a whirlpool in it. Both of us are widowed and at 61 neither one of us have ever stayed in a whirlpool room. After a long ride from Milwaukee, WI, a late dinner, we decided to try the whirlpool (please keep in mind it was now near midnight). My boyfriend woke me up as I was dosing and said "look at this". There was brown/grayish ### floating all over the bubbles in the whirlpool. We only added one cap full of baby shampoo. We were both angry and feeling really yucky when seeing that. We both took a long shower. The next morning we reported what happened and showed the left over gross ### to the desk girl. We took pics and she took pics. We paid over $350 in cash for 2 nights. She called her manager and handed us $25.00 and told us she would give us a different room for the second night. She also informed us that they did just flush the city's water system in the last couple of days. We were not happy with only $25. It was awful and we did not even know what it was. She called manager again and gave us another $31.00. By this time, with all the switching and troubles we went to town, not really checking the second room carefully. It was getting late and the Amish Town of Shipshewana closes early. My boyfriend ended up getting a migraine from all the stress and we went back to new room so he could lay down. It was not until about 1am that he woke and we noticed only 1 (almost gone) roll of toilet paper, only 2 towels, Kleenex was empty and sheets were coming off around the corners and looked crumpled. He was laying on top of bedspread. Very obvious that the room they put us in was not serviced. I complained again upon leaving in the morning and asked for managers card. Wrote letters and emails that took forever to get responses and when she, Jennifer Brown, finally responded she made it sound like we made the "dirt" in the whirlpool and it was not because of the town flushing water system. I complained to the BBB and she still blamed everything on us. It was a humiliating experience with no resolve.

Hi Team

It has been one month I have been calling hotels.com but in vain. My name is Neha Gulaty and my account id with hotels.com is [protected]@myflightsearch.com. There were some hotel bookings that I had made without signing into my account and I called them to add the same in my rewards account, everytime I call them they say that its beyond their control and they have forwarded the request to the concerned department who shall get back to me via email in 3 hours. Its been a month I have been waiting for 3 hours to get over. I again called them on 11-May-2017 and heard the same story.

They are only trying to get away with adding my bookings to my account as they know once these are added I shall be eligible for free nights which they only proclaim and not want to add.

I have already decided to file a lawsuit against them . Their customer service is pathetic . They dont provide the services that they advertise for.

 Disconnect
  Disconnect
Ma. Claris (Listening)
Ma. Claris: Hi, my name is Ma. Claris.
Ma. Claris: Hi, Carol.
Ma. Claris: How can I help you with your complaints?
Carol: Hi
Ma. Claris: Hello!
Carol: I just waited 1 hour to speak to an agent
Carol: OK on Monday I made a reservation
Carol: [protected]
Ma. Claris: I am sorry for the long wait, Carol. Since I have you here I will do my best to help you.
Carol: I'm a valuable customer
Carol: I book through hotels .com every time
Carol: So I received an email about my booking it said it was all booked gave me a conformation number and said I was all set and it was guaranteed and all paid for
Carol: So I went to the hotel drove one hour away when ingot there I had got into a confutation with the person at front desk telling me my reservation was canceled
Carol: I booked with hotels .com over 8/ times and I never had a problem like this before so when I try to show the front desk the email he it goes I see a unread email from hotels.com informing me that my booking was canceled
Carol: I was furious and I didn't understand why and they told me I was getting a refund I was surprised and this was the transaction processing team
Carol: So I called customer service they told me they apologize for the inconvenience and all they can do is send an email to the transaction processing department informing my situation so they said please give them 60 minutes to 3 hours to get in contact with me asap
Carol: So I waited and this all happened on the following Monday midnight
Carol: So I called back when I didn't receive any call and was still sitting at the hotels parking lot
Carol: To cut to the chase I called hotels. Com customer service back within that same issue 17 times from 1 am to 6 am
Carol: I just gave up and I was vary upset and what made me mad was that I spoke to 10 different Representatives and 5 different managers that within time and nobody could help me but tell me the same thing to wait 60 MINUTES
Ma. Claris: I very sorry to hear about the inconvenience, Carol.
Carol: THE FOLLOWING TUESDAY I RECEIVED A CALL FROM A TRANSACTION PROCESSINGTEAM AGENT FINALLY AT 11 AM
Carol: So I waited 11 hours 5 hours spent sitting at the hotel outside and dealt with 15 unsatisfying unprofessional agents and managers that couldn't do nothing at all or understand my situation nor could find a way to escalate my situation
Carol: So the transaction processing agent Mark Appleton even was feeling bad for my situation after verifying my problem it was a mistake they had no reason to accept my payment and decline my payment and refund it back to me also I never even received a call for the urgent inconvenience that's the main inconvenience
Carol: Then he said he received 15 emails 2 from me personally and 13 from customer service reps and managers
Carol: Concerning my situation and all 13 agents lied to me about 60 minutes to contact me asap to figure out my problem
Ma. Claris: I am sorry to hear about the inconvenience you've encountered.
Ma. Claris: Are we chatting about your reservation at Econo Inn?
Carol: I waited 11/hours and so many inconvenience unprofessional confertations with reps
Carol: Yes we are
Ma. Claris: Thanks for verifying.
Carol: Every call is recorded and monitored
Ma. Claris: I see here that the reservation was confirmed cancelled and that the previous agent compensate you for 60 USD Hotels.com credit coupon for the inconvenience, and I see here on the notes that the 60 USD was doubled coupon since you applied $30 coupon on this cancelled reservation.
Carol: They refunded my money back and I had a 30$ coupon and that wasn't issued back so the agent from the transaction processing department told me he will do whatever to get in contact with customer service so he sent an email to them about my inconvenience
Carol: Yes so they doubled my coupon and like you just stated they doubled it because they never refundedd it I didn't ask for a double so he did it out of kindness recording to the manager Alex
Ma. Claris: And I also see here that the issued $60 coupon was used and applied for booking at Baymont Inn and Suites Ormond Beach under [protected].
Ma. Claris: What I am seeing here is that we processed a refund for 18.85 USD on May 02, 2017. If it has not posted to your account yet, you may want to check with your bank, as they must still be processing it.
Carol: Yes but I never received a call from customer service yet from the transaction processing department he said he can't do any coupons or vouchers that's why he sent an email out on there behalf of the problem
Carol: Yes and that's the inconvenient of the refund because there was no reason they should even cancelnit or refund it
Carol: That card was under my name and I book from you guys all the time
Carol: So my inconvenience and the waste of time driving and getting in a confutation with the hotel front desk when I was there and speaking to 15 different agents and managers about one matter and the transaction processing team took 11 hours to help me to unlock my account meaning I couldn't book another reservation or anything
Ma. Claris: I understand your frustration about this, Carol.
Carol: So what I'm asking and that's coming from a loyal customer and I hope u understand my part . of all of this inconvenience and upsetting situation on my behalf I would like if you can consult with your manager for every call is recorded and monitored also emails and chat support about my situation because of the cancelation was a mistake and all the Representatives I had to contact and repeat my situation numerous times
Carol: I never dealt with this before though out all the times I hadbbeen booking though thid
Ma. Claris: Did the previous representative told you about the reason why your reservation was cancelled, Carol?
Carol: If my reservation was never been canceled I wouldn't have to go thought all this inconvenience
Ma. Claris: I understand, Carol.
Ma. Claris: I see that those information were noted under this reservation.
Carol: Yes he said that he wanted to verify my card he said I had booked with a few cards and the cards was "visa vanilla gift cards" and the card I had got a refund on now is under my name debit master card he even sent me an email apologizeing for the mistake
Carol: Evey call is recorded and monitored so I don't have to lie or make anything up for compensation
Ma. Claris: If you received an email from our Transaction Processing Team that they will response to this issue, rest assured that this case will be taken care of and that they will give you an update with a resolution about your complaint.
Carol: On my behalf I feel like i t was the most inconvenience and more upsetting situation I ever been through
Ma. Claris: As of now, I don't have capability of providing any credits or changes as the previous representatives already issued the refund and for the credit coupons, Carol.
Carol: OK thank you Ma. Claris but in this case can you please consult with your manager please I would like another coupon and that's coupon credit was from the non refunded coupon for the mistake
Carol: That's what I'm contacting about and I would really appreciate it if you can not this whole entire conversation in my notes please and for my inconvenience I would appreciate for another long hold and the late refund on my card for another coupon credit and from me being a loyal customer that's what I'm asking for a courtesy from hotels.com for the mistake inconvenience and all the calls and contacts I had to make for a mistake from your team
Carol: I would really appreciate it if you can consult with your manager for me please or whom this may matter to for a higher department of my situation and this is an issue of a high complaint
Ma. Claris: Just to be clear, you are requesting for another credit coupon to compensate you for this, Carol?
Carol: Yes I would appreciate it ma.claris if you can consult with you manager for my major inconvenience
Ma. Claris: Let me check any possible resolution for this, Carol.
Carol: The 60 coupon was for the late 30 coupon for not being refunded
Carol: Also I would like a coupon to cover my next booking . the one I used I still had to come out to pay the difference
Ma. Claris: One moment as I'm checking on to this.
Ma. Claris: I am sorry but I am unable to provide any compensation for any bookings outside of this issue that we discussing right now, Carol.
Carol: What do you mean
Carol: I would like if you can consult with your manager about this i want a compensation of a coupon voucher to pay for a one full night basically a free night at any hotel
Carol: This all together with everything being recorded I deserve a compensation ma.claris
Carol: Please
Carol: Can you Ma.claris understanding my situation and from not being my fault and it was vary inconvenience and a terrible frusterating situation if you was in my position
Ma. Claris: Thanks for patiently waiting, Carol. Since the issue has been transferred and handled by our special team, we are unable to provide any further action for this case. You may wish to use the contact number on the email from the transaction processing team to follow up this case.
Carol: OK but they can't do any compensation that's why o was being forward to you guys and the email been sent the last compensation is for the late refund on my last voucher but I'm not asking for any compensation for another booking outside of this one
Carol: I'm asking you to consult with your manager to voucher me a coupon credit for this matter issue for all the inconvenience coming from customer service from hotel.com behalf
Ma. Claris: I understand, Carol however I am unable to make any changes or credits due to this case as the other Team is already working on with this issue.
Carol: The transaction processing department is dealing with something els for them to cancel my reservation mistake
Ma. Claris: And since it was being handled by the transaction processing Team, we are unable to make any further action and that you can only follow up this issue with the number provided on the email since this issue has been escalated to them already.
Ma. Claris: At this time, there is no other alternative.
Carol: That's there issue with Mr like you said in waiting on but myncomplaint and inconvenience is for customer service of numerous calls and unprofessional
Carol: So there issue is dealing with Me and my behalf of contacting and speaking to you about is about a voucher for this complaint
Carol: I hope your not misunderstanding my situation ma.claris I need your help since im asking you to consult with your manager because I kmoe an agent can't do that much compared to them and I understand that part because I already spoke to another agent informing me about something I already know about
Ma. Claris: I can see in your account you have received coupons in the past, however, not every situation qualifies for one. I can understand how that would be confusing and frustrating for you. However, at this time there is nothing additional that can be done, Carol.
Carol: Because that's from unprofessional agents
Ma. Claris: As a gesture of good faith we have gone above the normal process to try and accommodate your request; however we cannot issue another coupon or credits because of our special team is already handling this issue for you.
Carol: Every call is recorded and monitored so I shouldn't contact hotels. Com for any problems if they did they job so that's issued for a proper reason and you should know that
Carol: The special team has nothing to do with what I'm contacting about today
Carol: Nobody can issue coupon unless its from a managers acceptance for a proper reason
Carol: And for asnmany times I had to contact in and complain about a situation that shouldn't even been caused aslo I'm a valuable customer
Ma. Claris: I understand that you are requesting another compensation but realistically this is what we can offer. A different person would only be able to provide you with the same information and/or offers.
Ma. Claris: And since you have the email from our Team about this issue, you may reply on that or use the number provided on that email to ask for any clarifications and assistance about this reservation.
Carol: But that's matter is for the transaction processing department issue so that's a different situation that has nothing to do with what I'm chatting with you today ms.claris
Carol: OK I understand you told Me that 3 different times I already did but what I'm contacting and talking to you about is a ridden concern
Ma. Claris: I understand your frustration and I apologize that I'm not able to resolve this issue to your satisfaction, as other Team is already handling this case, I am unable provide any credits or changes on this booking.
Carol: And have you yet spoke to your manager ?
Carol: OK I don't want any changes or do anything to any booking that's already been canceled for no reason
Ma. Claris: I understand that you would like to speak with someone else, however, they will have the same tools and same information as I have regarding your reservation. Any person assisting you would only be able to do the same things that I am doing for you.
Carol: OK understanding but I been ask you to consult wig your manager for me about this matter
Carol: Your bring in my history and from being s loyal customer why do I have to get in the need to argue with any agents about something not being my mistake and we been chatting about over an hour
Ma. Claris: I regret that you are not satisfied with the answer that I have provided. I have explained that your case were handled by different department are the reasons why I gave you this answer. Speaking to another person or department will not change the outcome in this case.
Carol: I just wanr to be a happy customer and I feel like I shouldnt be calling in or complaining nor doing feedbacks on a company that I go though
Carol: I'm not asking to speak to anybody I'm ask long you like I have been for 40 minutes to consult with your manager about my situation
Ma. Claris: I understand but if you wanted to make any clarifications and assistance or follow up about this case, the only way is to contact the number provided on the email or reply on the email.
Carol: This is beyond fusterating now and
Carol: Yes that would be your guys
Carol: Customer service like the manager told me
Carol: You guys are the only one can do it
Ma. Claris: I am sorry, Carol. As of now, there is nothing additional that can be done.
Carol: So is there a way you can forward this chat to a manger please
Carol: As I'm recording this whole matter
Carol: Coming from a unsatisfied customer
Ma. Claris: I can only put some notes about what we have discussed but I am unable to provide any transcript of this chat to someone, Carol.
Carol: I would appreciate it if you can transfer me to a manager please
Carol: I got this transcript saved
Ma. Claris: I'm sorry but I don't have capability to transfer this chat to someone, Carol
Carol: Can you transfer me please and I know your lieing because I chatted before
Carol: Wow this is uneceptable
Carol: This is beyond disappointing
Carol: I would like to speak to a manger please
Carol: Just like an agent like you the last agent did it with no hesitation to forward me to a manger that's ridiculous
Ma. Claris: You may call the number on the email to seek assistance, Carol, as I don't have any means to transfer this chat to someone or to a Manager.
Ma. Claris: I can also put notes on this reservation for future reference.
Carol: OK I will call and put a complaints on his poor customer service like I did with every unprofessional and unwilling to help agents thats so upsetting
Ma. Claris: I understand your frustration and I apologize that I'm not able to resolve this issue to your satisfaction.
Carol: I recorded this transcript also I know hotels.com has it also for security purposes
Ma. Claris: And I understand that you do not agree with the information that I have stated, but I have provided all information and options available for your situation.
Carol: And that's coming from a polite customer that's frustrated but still have the patience to deal with unsatisfying agents like you
Carol: Have a great day
Ma. Claris: I understand. Is there anything else I can help you with today?
Carol: Disappointing
Ma. Claris: I'm sorry that I couldn't help you. Please click on the X at the top of this dialogue box to close the chat.