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1.6 73 Reviews

HotelsOne.com Complaints Summary

12 Resolved
61 Unresolved
Our verdict: With HotelsOne.com's very poor resolution rate, careful consideration is needed. Research their service comprehensively, and read up on how they handle customer disputes. If you face issues, be prepared for potential challenges in obtaining resolutions and explore other service providers as backups.
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HotelsOne.com reviews & complaints 73

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9:01 am EST
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HotelsOne.com hotel booking

I booked the Gaylord Opryland hotel via Hotelsone for 29/12/2019 to 05/01/2020 but when I go directly to the hotel website, I cannot find my reservation numbers.

Confirmation number [protected]
and Room Confirmation Number [protected].

I just wonder if this booking is valid. I was trying to enquire from the hotel is my booking included breakfast.

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10:46 am EST

HotelsOne.com room

I booked two rooms for two nights. I was only able to sleep in one room because one of the rooms the light did not wor in the bathroom, the television remote didn't work, and the heat didn't work. Also, The passkey wouldn't open the door. Since it was early morning when we arrived there was no one available to give us another room. The room we did occupy had roaches, rat drippings, stained towels and linen. When I was able to talk with someone about a reimbursement of the unoccupied room, I was told to call trip advisor. I booked the rooms there only because it was the only place available for that night.

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5:18 am EDT
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HotelsOne.com booking/refund

Booked rooms on 26th April for my daughter's graduation. The University then changed the date of the graduation so I had to cancel the rooms.
Despite giving TWO months notice of the cancellation, and emailing me to acknowledge this, this company REFUSE to refund my money whici is over £400!
They claim in their terms and conditions that they match those of the hotel you have booked with, which in this case was the Hilton. Strange then that the Hilton refunded my money and this company will not.
The hotel was full on the dates I booked as other graduations had taken place.
I have emailed and phoned this company to be faced with blank refusal!

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1:59 pm EDT
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HotelsOne.com a reservation

Made a resv. thru HotelsOne (Expedia owned). Confirmation sent with resv. for 2 at Geiser Grand Hotel. HotelsOne charged an additional $24.39 as a fee for extra person, my spouse! Customer Service person totally obnoxious when I called to ask about add. amount on my bill, IT WAS JUST ADDED not itemized and didn't want to know about their confirmed resv. for 2 people. DO NOT DEAL WITH THIS COMPANY, A TOTAL RIP-OFF!

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9:02 pm EDT
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HotelsOne.com unethical behaviour no refund

On the 15th of June 2019 I cancelled a reservation 8144493628390. It stated that I had 30 days to receive the refund. I had not received a refund so I contacted Hotelsone customer service line. They stated that they had sent me a refund on the day and to check with my bank. I checked with my bank however this did not occur. Hotels one then sent me an email stateing that they had refunded me however there was no transaction number or proof of transaction. Only a fake looking email from nonreply@ean.com . When I asked them they said it's not their problem, the money has gone out of their account.
This is wrong and unethical and they basically stole my my money and take no responsibility.

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8:06 pm EDT
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HotelsOne.com hotel room reservation

Itinerary #: [protected]
We booked and paid for a king suite thru your website but your company reserved a queen suite for us yesterday! The hotel tried to get us into a king suite & correct your mistake however they were booked full. I demand a refund for the difference you guys ripped us off for with the king suite verses the queen suite but all the hassle we had to go thru once we got to the hotel!
Maybe you're not aware of this concept even though you charge for it?!?!

Tim Keating
[protected]@msn.com

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7:08 pm EDT
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HotelsOne.com mistakes on booking stay at microtel inn & suites in columbus, ohio

The online and paid booking was for a one night stay in Columbus, Ohio with booking # [protected]. When we arrived in Columbus Ohio the hotel could not be found and with help from locals, the Microtel destination was determined to be in Columbus Georgia. On the booking confirmation sheets, there were serious information omissions - namely, there was no reference to the State or a tel number of the property [so that a cancellation could be communicated]. I have talked to numerous associated agents to seek contact information - which you see on the attached jpegs of those confirmation sheets. The recent response through the HotelsOne agents was their policy for prepaid reservations is 'No Refund'. This issue is 100% worthy of a refund, as the Georgian property was paid but no service was provided and HotelsOne is totally at fault with its incomplete confirmation which created considerable frustration for two retired and loyal Microtel customers. Please do the right thing and return my Cdn $91.08 ASAP.

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1:14 pm EDT
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HotelsOne.com hotel reservation cancellation

Itinerary # [protected]
We called to cancel a reservation on 6/17/19 at 4pm due to travel changes. According to the cancellation policy we had till 11:59 pm on 6/17/19 to change or cancel with no penalties or fees. My wife call the customer service number and requested the cancellation the male customer service rep started grilling my wife why are canceling he kept calling her sweetheart which I find very disrespectful. He said he couldn't cancel the reservation we read the cancellation policy to him and he still wouldn't cancel the reservation. We asked to speak to a supervisor first he said he was a supervisor then he said he wouldn't transfer us to a supervisor still kept referring to my wife as sweetheart then he hung up on us. We called the credit card company to let them know we are disputing the payment. I called again today got ahold of a supervisor named Emma explained what happened yesterday she said no problem just let me call the hotel she put me on hold for about 5 minutes she said she talked to the hotel they have a strict policy and we are still gonna be charged. I called the hotel and they have no record of her or hotelsone contacting them to cancel our reservation. According to the hotel cancellations are done thru email not phone calls and the had no record of an email. So I called hotelsone again and got ahold of a supervisor named Jake I explained what has transpired over the last 2 days and how upset I was over the treatment to my wife the day before and that I felt I was lied to this morning by Emma. Jake put me on hold for about 5 five minutes. He told me he talked to the hotel and said no problem they can cancel the reservation but it has to be done by email not by phone. He said they are in the process on sending the email so I said good so can you go ahead and refund me the full amount since we called on 6/17/19 at 4pm to cancel 8 hours before the deadline he said no because he has to history of us calling on 6/17/19. I would like someone to contact me. This is no way how business should do business or how a customer should be treated. I honestly don't who I can trust to talk to since we were I felt mistreated by a customer service rep and 2 different supervisors. My name is Derrick

Thank you

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1:56 pm EDT
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HotelsOne.com reservation cancellation

I made a reservation with Hotelsone.com, for a destination in Destin Florida.
Within minutes I realized I had the wrong dates on the reservation. I cancelled the reservation. Shortly afterwards I found that I could make the original dates work, and called to have the reservation reinstated.

No way - no how. $1900.00 stolen from me due to a no refund policy. No way to reinstate the original reservation. Not even for an additional fee.

No refunds at all. This took place within an hour of making the original reservation.
They immediately took the money from my bank account and said too bad, no way to correct this without making a new reservation for another 1900.00 dollars.

This is wrong. Do not do business with this company

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11:15 am EST

HotelsOne.com not being able to cancel a reservation due to transfer of job

My name is Michael Crismon. I thought I went to the Hilton's reservation website. I made a reservation at the Admiral Hotel (owned by Hilton) in Mobile, Alabama. The date was Feb. 28th. 2019. I have to cancel this reservation but was told by Hotelone that I could not cancel. Hotelone proceeded to take the total amount out of my credit card. I want to cancel my reservation (itinerary number [protected]) and refund my credit card in the amount of $394.55.

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6:26 pm EST

HotelsOne.com not being well informed before making a reservation.

On dec, 22, 2018 after looking at different proposal, I decided to make a reservation by your organisation.

I was given a confirmation number: [protected] and my account was debited $270.56 on my Master Card, Costco

This occured and confirmed at 13, 22 hr

Further I received a phone call from Hotel Place Royal ( centre-ville) where the reservation was made. They indicated me that this
reservation was at the level of the pool... which I did not want, , , and that was not explained when making the reservation.

So I decided to cancel the reservation at 14.44 I guess the number is: [protected]
But I find that their is no refundable...
I am in complete desagremeant with this policy. If I had known where the room was I would not made this reservation for sure

Hope you will credit my credt card fot the amount of $ 270.56

Excuse my english writting, it is not my fluent language

email address; [protected]@videotron.ca

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3:29 pm EDT
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HotelsOne.com itinerary 8155749162363

Need to change arrival date from Oct. 30 to Oct. 29. Can't do this on your web site without canceling the reservation. Need to change arrival date from Oct. 30 to Oct. 29. Can't do this on your web site without canceling the reservation. Need to change arrival date from Oct. 30 to Oct. 29. Can't do this on your web site without canceling the reservation.

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4:00 pm EDT
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HotelsOne.com hotel reservation

I booked a room with Hotelsone.com several weeks ago, and have since needed to change my plans and cancel. Its impossible to cancel on their website, and after holding for more than 30 minutes got ahold of someone who told me that their "system has been down" for two days and is still down so its not even possible for them to cancel over the phone. There is a cancelation penalty from the hotel if I don't cancel soon. I asked whether I should cancel directly with the hotel to avoid that and if so if Hotelsone.com would refund the full charges they made to my credit card. They then hung up on me. Now holding again...

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8:00 am EDT
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HotelsOne.com 30-day refund policy unacceptable

Cancellations no. [protected] and [protected] - The View Hotel, Eastbourne, U.K. 17/18 October and 18/19 October 2018
Cancellation date: 15 October 2018

Dear Sirs,
Owing to a change of plan for family reasons, I have just had to cancel the above two bookings I made via HotelsOne.com.
When I made the bookings, the money was taken from my bank account by HotelsOne.com immediately. I made my bookings using the refundable option, thus paying slightly more, but when I came to cancel them this morning HotelsOne.com's email informed me that the refunds would take up to 30 days to process. This information was not made public on their website when I made the bookings.
First of all, I would like to know why HotelsOne.com do not make this information public to would-be customers? There would appear to be an element of dishonesty in not making this clear.
Second, why does it take up to 30 days to process a refund, when, with modern technology, they are able to take immediate payment from a customer's account?
This is very poor business practice and customer service.
My bookings amounted to over £100 sterling. This might not seem much to you, but I am a pensioner on a low income who has to watch her outgoings very carefully and I cannot afford to wait 30 days for my account to be reimbursed.
I look forward to hearing from you and thank you for your attention to this matter.
Sincerely yours,
Patricia Muduroglu (Mrs) U.K.

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Update by PatriciaPeggy
Oct 16, 2018 2:29 pm EDT

I have now heard back from HotelsOne.com in response to my complaint, as follows:-

"We apologize for the confusion. Kindly note that the 30 day window is just an estimated time for refund posting as it follows the original credit card cycle which is 30 days. Posting of refunds will still depend on your bank's policy and their speed in posting transactions."

They also confirmed that they authorised a refund on the same day as I cancelled my bookings and that the refund is in progress, dependent upon my bank's speed in posting transactions.

My apologies to HotelsOne.com for "jumping the gun" regarding the 30 day window, which was unclear to me on the website, and thank you for the swift response to my complaint.

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12:17 pm EDT
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HotelsOne.com service complaint

Today I tried to submit a cancellation for a reservation. They stated it could take up to 30days to reverse with my bank. In working with my bank USAA which is wonderful they said all we needed to do was call and get a transaction number from HotelsOne.com and they could immediately stop the process.
HotelsOne.com refused to cooperate. One customer agent said she wasn't allowed to give the code to USAA but she could give It to me. I asked to be transferred. Her manager said they didn't have access to any transaction codes and had no telephone number for their own billing department. Needless to say they are not service oriented and only care about adding to their bank account at the cost of losing customers. I was going to rebook with them in the future but not anymore. I will be telling everyone to beware.

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10:40 am EDT
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HotelsOne.com room reservation

Booked a room in Hamilton Canada at the Hamilton Plaza Hotel and Conference Center. The reservation was confirmed the day before- when we arrived they had no room for us and did not seem to care. We were in a strange country with no where to stay. We had to book a room for a lot more than originally paid and hotelsone.com will not refund for the increased amount. Furthermore in trying to get any assistance the representatives are in the Philippines and are not the least bit interested in trying to help. They should not be allowed to sell anything to US citizens or anyone else. This is a scam organization and hotels should not use them at all. If they do not fulfill what they are paid for they should pay the increased amount incurred for a room.

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11:58 am EDT
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HotelsOne.com I want my money back

Hotelsone allowed me to make a reservation at the Super 8 hotel in St-Jérôme, Québec, Canada.
Reservation number [protected].
However the hotel was full. no room for ma reservation. I had to rent a room a the Confort Inn instead.
an amount of 154.57$ was taken on my credit card.
Been trying for 3 weeks now to have my money back without any success.

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8:13 am EDT

HotelsOne.com refund process (hotelsone.com itinerary number: [protected])

I booked a hotel on my credit card I made one minor mistake, and made my booking for 4 days instead of 3 days. i phoned to have the booking changed. They told me they could not change the booking, i had to cancel the booking, i would get 100% refund, and then re-book.

When they tried this my credit card was declined, because the refund would take 7 to 30 days so i now had insufficient funds. Help me understand why in this world of electronic banking, it takes 1 second to take my money, and up to 30 days to give me back my money...

I had no choice to cancel the booking, will have to wait for my refund and if the room is still available in 7 to 30 days i will rebook it, but not on this site! never on this site again

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No refund options
, US
Mar 19, 2020 9:59 am EDT
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We booked a room at a Homewood Suites without even knowing this was through Hotelsone Expedia. The room was booked on March 4th for a room on both March 25th and 26th. My wife has MS and had an MS emergency relapse on March 14th. I cancelled the room on March 14th which eleven days early. However, the Hotelsone Travelscape will not provide a way to talk to a person and their phone and online options do not include any refund procedure. How can a fraudulent business like this stay in business?

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PatriciaPeggy
, GB
Oct 16, 2018 2:23 pm EDT
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I have now heard back from HotelsOne.com in response to my complaint, as follows:-

"We apologize for the confusion. Kindly note that the 30 day window is just an estimated time for refund posting as it follows the original credit card cycle which is 30 days. Posting of refunds will still depend on your bank's policy and their speed in posting transactions."

They also confirmed that they authorised a refund on the same day as I cancelled my bookings and that the refund is in progress, dependent upon my bank's speed in posting transactions.

P
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PatriciaPeggy
, GB
Oct 16, 2018 4:59 am EDT
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Same experience here. Someone needs to look into the fact that Hotelsone.com takes your money from your account immediately upon making a booking, yet it takes up to 30 days to process a refund. With the wonders of modern technology, there is absolutely no need for such a delay. Other sites - e.g. booking.com - process refunds within a few days, so why not Hotelsone.com?
Also, why isn't it possible to amend a booking instead of having to cancel and start again?
I haven't heard of Hotelsone.com before, but I certainly won't be using them again.
Patricia, U.K.

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9:22 am EDT
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HotelsOne.com itinerary [protected]- request to cancel made 6/10

Hello,

I booked a reservation on 6/9 at 9pm et for a trip in december 2018 but made a mistake on the process I was to follow using a certificate I purchased from the hotel directly. I was immediately charged for the reservation as per hotelsone policy. I tried to cancel on line and was unable to. I opened a case s-[protected] on sunday 6/10 at 2pm when I realized the mistake. I then called hotels one customer service and I was told by the representative they were unable to contact the hotel and that he was referring my request to the follow up department and that I would hear the decision in 72 hours. Two emails later and 2 phone calls to your customer service department over an hour on hold and they are still telling me they cannot contact the hotel on st. John usvi. I have personally spoken to the reservationist there on two occasions about this change and she assures me it is well within their cancellation period. I have provided a phone number and her name to your customer service department. Icing on the cake is that I was just disconnected while speaking with a supervisor in your customer service department who cut me off and told me I booked this reservation through hotwire and transferred me without permission. When I reached the site she transferred me to they did not recognize the itinerary number. Big surprise. Please resolve this matter today and refund my reservation to my credit card immediately.

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1:42 am EDT

HotelsOne.com refund not credited to account

I was told I would receive a refund on Itinerary number [protected] in the name of Mia Porvaznik at the Best Western Plus Hovell Tree Inn, Albury Australia for 1 night 25th January 2018. The Global Escalation Team at EAN has repeatedly said they have credited the $376 back to my credit card and it has not been. Now the ticket at EAN has closed and I can't contact them.
Can you please look into this and reply to me before I go the Department of Fair Trading in New South Wales or the relevant Ombudsman.

Mia Porvaznik

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