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Hotels.com Customer Service

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Complaints387
Pending0
Resolved3

Hotels.com L.P.

5400 LBJ Freeway, Suite 500
Dallas
Texas
United States - 75240

Customer Support Phone Numbers

800 246 8357(United States) 32 4
800 807 6641(United States) 7 3
800 224 6835(Canada) 8 3
1800 11 142 079(Phillipines) 8 2
+1 417 521 0845(United States) 6 5
+44 203 024 8216(United Kingdom) 12 3
+61 280 662 747(Australia) 5 1
+64 99 151 135(New Zealand) 2 1
+43 810 310 803(Austria) 0 1
+32 22 008 524(Belgium) 0 1
+45 43 682 330(Denmark) 0 0
+358 972 519 905(Finland) 0 0
+33 157 324 317(France) 0 1
+49 69 380 789 320(Germany) 0 1
+353 16 569 439(Ireland) 0 0
+39 269 430 760(Italy) 2 0
+31 207 006 039(Netherlands) 0 0
+47 23 024 614(Norway) 0 0
+351 707 201 282(Portugal) 0 0
+7 499 272 2035(Russia) 0 0
+34 912 757 407(Spain) 1 0
+46 851 761 615(Sweden) 0 0
+41 445 118 477(Switzerland) 0 0
+90 212 375 5226(Turkey) 0 2
+20 800 844 1089(The Middle East) 1 0
+27 214 277 778(South Africa) 0 0
+86 400 991 1014(China) 0 0
+852 30 774 856(Hong Kong) 0 0
+91 124 487 3878(India) 4 2
+81 367 438 541(Japan) 0 1
+65 68 185 638(Singapore) 0 0
+82 234 800 145(South Korea) 0 0
+54 115 354 2374(Argentina) 0 0
+55 114 700 2083(Brazil) 0 0
+54 551 500 1057(Mexico) 0 0
+44 203 564 5228(Other Countries) 4 4
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Hotels.com Complaints & Reviews

Hotels.com / advert

Ju
Jun 20, 2019

I have to complain about the"Captain Obvious" advert for Hotels.com. I last saw it at 9.35p.m Sunday16th June 2019 on Channel 4 but have seen it at other times, supper/meal times which considering th content is ill advised. It shows a Man on a lavatory whilst his partner is taking a...

Hotels.com / cancelled reservation and hotel charged me for no show - avoid!!

St
Jun 19, 2019

Hotels.com and their parent Expedia Group have TERRIBLE service. No one in the US answers the phone at either Corp office and although they allowed me to make 2 reservations, they never submitted the 2nd cancelation and had the WRONG cancelation date published on their site. Falsely...

Hotels.com / theft

En
Jun 15, 2019

I called https://t.Co/4ayutdgh97 to get my refund status he said that i would have to buy a https://t.Co/4ayutdgh97 or pay pal or ebay card of $100.00 so i can get my refund it would be $169.00 i bought card gave him info on card then he said jt wasnt valid he told me buy another card for...

Hotels.com / customer service

Da
Jun 14, 2019

None responsive to my refund request. I'm requesting a refund on stolen gift cards but keep getting the run around from the customer service department via phone ( they appear not to have a clue about their jobs) also the people who handle refunds are none responsive. I've left a number of...

Hotels.com / poor customer service/hotel I booked with ended up being overbooked

Re
Jun 12, 2019

We booked a room through Hotels.Com a week before our trip/confirmed and paid for. We got to the hotel and they told us they were overbooked and stuck us at a hotel down the street that was not on the same level as the one we originally booked. That hotel covered the cost however it wa...

Hotels.com / 30 james street liverpool.

Rw
Jun 04, 2019

I was very disappointed in my recent stay at 30 James Street. On arrival the first room 11 we checked into was dull and very unclean (this was inspected by a member of the hotel team ). The carpets and walls were filthy with coffee/tan stains on and hair on the floor and towels. The toilet...

Innercity Brisbane Oasis / booking made through hotels.com was not made even after they have even me the confirmation and payment taken.

Pr
Jun 03, 2019

I have made a booking for an apartment through hotels.com app online on 1 January 2019 and confirmation for the booking was sent to my yahoo and the payment was also made. However, on 3rd June when I arrived at the premise, I was told that no booking was being made. And that they do not...

Hotels.com / hotel liberty paris reservation, has, bed bugs, blood stains and poop on walls bedding and curtains.

Ty
May 30, 2019

Confirmation # 159282709087 I stayed at hotel liberty in Paris and when I arrived in my room it seemed fine upon inspection I noticed their was blood on the curtains. Poop stains on the bed, the towels had pubic hair on them. And the room was not as described. I stayed the night anyways a...

Hotels.com / incorrect location

Ke
May 29, 2019

I made a booking for a hotel listed under the North Rim grand canyon. This location was actually in the South Rim grand canyon which is a 4 hour drive away. My reservation was not cancelled after contacting the hotel, Hotels.com customer service as well as the central booking office for...

Hotels.com / failure to provide a refund

Bb
May 26, 2019

In August 2018 I booked a night at Estancia La Bamba de Areco in Argentina via Hotels.com for 28/3/19. I did so on the express understanding from the Hotels.com website that I could cancel free of charge up to a couple of days before the reserved date. On 18/3/19 my plans changed, and I...

Hotels.com / customer service

Fr
May 25, 2019

This company is a disgrace and should be shut down. Customer service does not exist within those walls. They are nothing but disrespect, homophobic trash. The incompetence is knee deep. Almost all amenities missing . I'm so curious and it's beyond angry because 24 hours later I'm still in...

Hotels.com / failure to honour commitment to give a refund

Br
May 20, 2019

In August 2018 I reserved a room for 1 night for 28/3/18 at a luxury estancia near Buenos Aires (La Bamba de Areco), on the explicit understanding from the Hotels.com website that cancellation would be free of charge up to a couple of days before the reserved date. My plans changed in...

Hotels.com / 148117141093 confirmation

Sh
May 19, 2019

We were booked to stay at the Roxbury Suites hotel on May 15, 2018. We arrived at the hotel around 9 pm but it was closed. The entire town was in a black out due to a tornado. We could not even see the hotel from the road. We were still billed for this and want to be reimbursed. The...

Hotels.com / hotel stay cancelled

Ri
May 16, 2019

On 23rd March 2019 I made a booking for a one night stay at a Quality Inn for 16th April 2019 through hotels.com. I cancelled it straight away (within minutes) and NEVER received a confirmation of this stay at the time that I usually receive. Before booking another hotel (through...

Hotels.com / hotel reservation

Ja
May 12, 2019

5/12/2019 2:08am My phone # 714-460-3294 Tried booking a room with price match policy on agoda.com, spoke with norel, jack, andrew in sales each time the line got disconnected before transaction was complete, none call me back to follow up in reservation completion. I called back telling...

Hotels.com / welcome rewards

Ca
May 10, 2019

Hi, I am looking for any help with a resolution. My daughter is graduating high school and I have been saving up my rewards to cash in all at once. Not counting the pending nights, I have 87 welcome rewards. In February, we were driving to California and I tried to log into my account and...

Hotels.com / customer service

Si
May 07, 2019

I spoke with a couple representatives tonight about a stay I previously had, staff was rude and had bugs in the room, would not reimburse me so I had an agent promise me 200usd credit towards my next booking, I been hung up on by supervisors and treat poorly! This is the worst i've ever in...

Hotels.com / dishonesty about being able to cancel free of any charges

Br
May 05, 2019

I booked 1 room in a luxury estancia, La Bamba de Areco, in August 2018 for 28/3/19, via Hotels.com. I did so on the explicit understanding from their website that cancellation upon to a couple of days before the reserved date would involve no charges/costs. My plans changed in March, and...

Hotels.com / price match guarantee policy

Mi
Apr 30, 2019

I had booked with hotels.com for my trip to Las Vegas (4/26/2019~4/28/2019) although I saw lower rate on Agoda.com because Hotels.com offered price match "guarantee" policy. However, when I submit my request to their customer service, it's being denied/rejected with excuses like "oh... the...

Hotels.com / refund not received / unethical behaviour

Lu
Apr 28, 2019

I had booked two different hotels for the same dates (from 11.03 to 13.03) using the Hotels.com platform . I canceled one of the bookings shortly after, by realizing the mistake. Then I saw that the refund was only partial. It was refunded 26, 86€ out of 134, 29€. I am a frequent...

Hotels.com / rewards program

Ry
Apr 25, 2019

Not accommodating with rewards program. Unaware of the expiration date and due to health crisis my rewards expired. When I tried to redeem it was 2 months past expiration date and the supposedly had "nothing we can do about that". Poor service. There is something they can do...but they...

Hotels.com / cancelling partial reservations

Nd
Apr 22, 2019

On Feb. 15th, 2019 I booked 2 rooms. 2 Kings for 2 nights at the La Quinat in Tyler Texas. Email confirmation #8133304980557. On April 10th, 2019 I revised the reservations. Changed one king to 2 queens (same date and same number of nights). Also got an email showing the same confirmation...

Hotels.com / failed to provide refund within provides timeline

Jo
Apr 16, 2019

We booked the wrong room. Had it canceled and was told the refund was processed within ten minutes. We were told by both the hotel and hotels.com it would be refunded within 7 buisness days. It's now been 8 we contacted hotels.com to find out that they never processed it and said we...

Hotels.com / hotels.com

Ca
Apr 16, 2019

I made a booking using your web page for 6 nights at the Berkshire hotel in London. my confirmation no is 156357865773 for R38 799.39. You can imagine my dismay when i went onto the hotel sight to find I could have booked directly through the hotel for R32 000 and have a better room and...

Hotels.com / refusal of refund

Ra
Apr 06, 2019

2 days ago, I called the toll free number for hotels.com to speak with a customer service agent "Jessica" after leaving a hotel I reserved for 5 nights in the Los Angels, CA area. I checked out due to the on-site hotel having construction and due to the noise I couldn't sleep. I went on 2...

Hotels.com / hotels.com

Je
Apr 05, 2019

I scheduled an overnight stay in oxford ohio at hampton suites. I got there at 11 pm and was told there was no room reserved, yet hotels.com still had us as not having canceled. We had to waste an hour trying to find an alternative hotel. We are now staying in a disgusting hotel that cost...

Hotels.com / double booking/ refusal to refund

An
Apr 04, 2019

Hello I was messaging one of your agents last night but have lost record of case number and name of agent. I am very unhappy with the service I received at this hotel. I booked a room at Campanile Laon on your app, but somehow booked it twice. The hotel is refusing to refund. Your agent told...

Hotels.com / city premier apartments, sheikh zayed road dubai, 0000 united arab emirates

Su
Mar 29, 2019

Dear Sir / Madam I am currently staying at the City Premier Hotel and Apartments located at Business Bay in Dubai having booked a two week stay through your website. I have to say that I am totally disappointed with our choice of accommodation which was based on information supplied on your...

Hotels.com / complaint process

Au
Mar 27, 2019

I arrived to my hotel in Thailand around 5pm and then had to change rooms three times in four hours. The first because the lock on the door wasnt working, the second because the bed had a large (what looked like urine) stain in the bed, and now I'm in another sub standard room but I just...

Hotels.com / hotel booking

Ma
Mar 27, 2019

To whom it may concern I am formally lodging a complaint about the handling of my online booking. I have now made 3 phone calls to you to try and cancel a reservation. After explaining the situation and asking for my booking to be cancelled I was told that the Ibis Budget Hotel would not...

Hotels.com / wrong ticketing information

Ja
Mar 25, 2019

I booked a package deal for me and my girlfriend. The system you have or your employees pushed our names together so they do not match what is in our id. We missed our flight, we missed a day of work and have to buy new tickets due to tsa not letting us board. You should compensate for...

Hotels.com / refund

Po
Mar 16, 2019

I have purchased a many of times with company and never a problem. Last month booked a hotel on my phone due to a glitch it deleted my 10% code and reversed my £ transaction to $. After 2 hours on the phone a manager said that he can refund my card with the 10%. 3 weeks later and I'm still...

Hotels.com / hotel rewards

Ja
Mar 11, 2019

I signed up through your mobile app last year around June or July 2018 and booked hotels through the app. While doing so I was collecting hotel reward points. I received a confirmation that i earned 1 or 2 hotel reward points on each booking and I have the screen shots to show that I did...

[Resolved] Hotels.com / I tried to use the price match guarantee and got a lazy way to not fix anything

Eh
Mar 05, 2019

I called today 03/05/2019 from skype but my phone is 506 8710 9713. To express my inconvenient of why hotel.com for the first time is charging me too much difference for galatia villas, santorini compared by expedia.com.in booking total of charge was $264.96 and expedia $180.30. The first...

Hotels.com / cancelled my reservation to a dream vacation and never informed me

Jo
Feb 27, 2019

I had a booking with hotels.com for a dream vacation to Hawaii. My confirmation number was 8156938241580. The reservation was for 4 nights from February 17th through 21st in Haiku. After travelling from NYC and arriving at the hotel, I was informed that the they did not have any...

Hotels.com / prepaid card fraud no help with any department

Cy
Feb 25, 2019

You can get to any department to help with a stolen pre paid Card. If you call they with transfer you number to number. My thought is they don't care about the Customer. Why is there a customer service number but they say it's the Silver Club rewards that will help. Then they say it Cash...

Hotels.com / hotel booking

Bo
Feb 11, 2019

Recently my sister in law passed away . I had to book 5 rooms for the family to attend the funeral and managed to get one thru Hotels.com. They sent me a confirmation 155636239527 n and that my booking is guaranteed n deducted payment from my credit card. With this I set off in my car to...

Hotels.com / customer service agent - victoria

Mi
Feb 03, 2019

I was hung up on twice by a customer service agent named Victoria this evening. The first time, she was repeatedly speaking over me any time me or my husband asked a question. I asked her to stop speaking over me and asked to speak to her manager - to which she hung up on me the first...

Hotels.com / refunds

Ja
Jan 28, 2019

I booked through Hotels.com on September 26th, 2018 for a stay at Grand Lodge Crested Butte (Feb 19-24th) at first the website said it would charge 1 night's accommodation but charged the full amount of $1, 183 for all 4 days. I cancelled this on January 3rd 2019 and they told me that my...

Hotels.com / stay destroyed by false fire alarm in the middle of the night

Ke
Jan 21, 2019

My name is Kenneth Choh and we booked a night at the courtyard by Marriott. After a hard day of driving, we were rudely awakened by loud shrill sounds and after a long wait calling to the reception, was told to evacuate! My wife and I will be rushed down with our legs having problem...