Hotels.com
reviews and complaints

I booked for 12 nights, May5th-May17, 2023 at Scala Boutique hotel in Bucharest, Romania.

From the beginning the phone didn't work, in the bathroom water dripping at the fossette and toilets.The hotel didn't fix the problems.

On the night of May16-17 ,2023 , we woke up at 2am with screams and cursing between on guest and the front desk person, till 7 am.

I complained by email to Mrs Mirela Alexandrescu manager of the hotel but she didn't replay.

Regards

We made hotel reservations on or about 5/12/23, itinerary # [protected], for Holiday Inn Express, Marlton, NJ for two nights, 5/19 and 5/20. On Monday 5/15 called hotel to cancel one night (5/19) and spoke with Elisha who tried but stated the computer would not let her change it. Chatted with Ele R. at Hotels.com on 5/19 and requested to change the reservation, she tried to but said the computer would not let her do so, she called Elisha at the hotel then got back to me and said neither of them were able to cancel one night of 5/19 and she then sent me an email for me to forward my receipt to her if I was charged a no-show fee by the hotel. I did get charged a no-show fee for 5/19 and paid for by charging my charge card automatically. I checked in for the one night of 5/20 and paid for that night plus the no-show charge of $239.57 and as instructed I forwarded my receipt in a reply to Hotels.com "Ele" email. I never received a reply, never received a reply to several more emails to her, never received a refund, and today I called Hotels.com customer service and go a person whose accent could not be understood it was so heavy, absolutely not speaking understandable English, who informed me (I think) that he could not help me! I am very frustrated with Hotels.com and will not use them again until I receive a full refund.

Here is the email that Ele R. sent to me from Hotels.com :

Documents needed for your Hotels.com itinerary [protected]

Inbox

Hotels.com Travel Team

Mon, May 15, 1:03 PM (11 days ago)

to me

www.hotels.com

Hello William,

Thanks for contacting Hotels.com

We wanted to follow up after our last conversation, in which you asked us to change the length of your stay with a night reduction of 1 night

As advised by our representative on your previous contact, your reservation could not be changed in our system and the property left a note in their system. During your stay, the property will collect payment in full

We will need a few things to help us with your refund request for the unused nights. Be sure to hide any sensitive information like your credit card details or any other information you don't want us to see

Just reply to this email with:

A receipt from Holiday Inn Express & Suites Philadelphia that shows the actual dates of the stay and the amount charged. You can attach a document or an image in JPEG, PNG, or PDF format.

The date you were charged.

Thanks for choosing Hotels.com.

Sincerely,

Ele R.

Scbericaplaza1

Hotels.com Customer Support Team

I booked a 2-night stay at Aladdin Inn, Sonora, CA May 9-May11, 2023 through hotel.com and only received credit for one night. I tried resolving this through their customer support online, using the chat virtual agent, with the requests for booking details such as itinerary #, phone number, and code number with the response being the same request or unable to locate. And of course being an online entity there is no physical address to write to, not even to a subsidiary to Expedia. I rest my complaints.

Begrudgingly yours, Judith Ostapik, email address at which I can be reached:

[protected]@yahoo.com

In the past when I have had a dispute, I have talked to a human customer representative

Confirmation #[protected] - Itinerary #[protected]

Beverly Newman - 04/27/2023 to 04/30/2023 - Quality Inn Hotel - Lexington, NC

Hello, I have been a member of Hotels.com for years. This is the 1st time I felt a need to complain about my stay. I have always appreciated the service.

On 4/27 I called the front desk to inquire about a cancellation for 1 night because I had a delayed flight. She said the room was nonrefundable. On 4/28 I checked into the hotel. Early am around 2am I called the front desk to inquire about the beds because I couldn't sleep, she told me all the rooms have the same beds. I wasn't able to sleep at all that night. I had an early meeting on 4/29/23 so after the meeting I was extremely tired. I explained to the desk clerk about how uncomfortable I was and how important sleep is at this moment. I asked for a refund and explained I will need to check into another hotel so I could sleep before the next meeting. The front desk representative told me the manager was out until Monday 5/1/23 and she noted the system, and he would issue the refund once he returned.

On 4/29 I checked into Hilton Garden Inn and stay there until the business trip ended.

After resting and taking a shower, at Hilton Garden, I noticed the bite marks on my arms and legs. I was speaking with another co-worker who informed me, the room I slept in at Quality Inn has bed bugs based on the bite marks.

On 4/30 I contacted Hotels.com and explained why I am now requesting a full refund. Hotels.com explained they would go through Quality Inn for my full refund. As of today's date, (5/17/2023) I spoke with Pam D at Expedia and she said the Quality Inn has denied my request for a refund because they feel I am trying to negate my responsibility to pay for services rendered. This statement is obviously not valid because I checked into another hotel through Hotels.com on 4/29 and paid the amount I am requesting back from Quality Inn. So, there is no savings on my part. Right now, I have paid twice and really only stayed at one hotel.

I am really hoping you will assist me with this issue.

Thank you,

Beverly Newman

[protected]

I booked the Candlewood Suites in West Springfield Massachusetts for the weekend of May 11, 12, 13 (2 rooms) and May 12, 13 (1room) 2023. I cancelled the room reservations in February 2023. I received a message from hotels on Monday May 15, 2023 that my trip was coming up. I immediately went into my account on hotels.com and it said that it was cancelled so I did not worry about it as I could not find any more information when I searched in trips, etc. Over the weekend Candlewood Suites called to say I was a no show and charged my for 2 rooms and said that they had not been cancelled. I am extremely upset that I am charged for rooms I did not use and had believed were cancelled because my itinerary said they were cancelled. I am not sure at this point what my options are but you at the very least need to know I was not appropriately taken care of. Vicki Tolhurst, [protected]@aol.com, [protected]

RE: Itinerary [protected]. Cancellation for August 13, 2023, at Barcelona Airport Hotel, was made on March 13, 2023. It is now May 10, 2023 and I have not yet received the refund of $120.66. Pleae inform me why this refund has not appeared in my Master Card and please direct the process to occur. Thank you kindly. Jane Simington, [protected]@takingflightinternational.com

I booked a room at The Bungalows in Treasure Island FL for April 14, 2023. I paid $333.02 for the room on my credit card. Receipt available upon request.

The room was in horrific condition. Multiple cockroaches. The floors were so dirty, after walking around in my white socks for a few minutes, the socks were completely black. Also, the cable TV never worked.

I want a total refund for the $333.02 that I paid.

Thank you,

Thomas Bradley

20 Jacobs Street

Wilmington MA 01887

[protected]

Itinerary #[protected]

I wish to complain that when my booking was made and paid for on 5th Feb 2023 it was for DBB but the confirmation only showed B&B. On a chat confirmation made then it was confirmed that the booking made and paid was for DBB despite your mistake.

today i received your email confirming the upcoming departure, but again this showed only B&B. Through your chat I am awaiting confirmation of the correct details once more- not yet received- but I feel that the repetition of your error, and the further time taken to obtain confirmation is unacceptable. That the mistake was made in the first place is worrying; to have it repeated after an afternoon in February getting it confirmed. is totally absurd, and not only worrying for an octogenarian, but if uncorrected could lead to considerable problem when booking in at the hotel.

At the very least i require a correct email confirmation by the 6th May, assuming your chat operative does not do this herself when she has investigated the position

I booked a hotel on 22nd March 2023 to stay one night at The Stamford Plaza Sydney Airport on 29th April to #0th April. i got there and when i went to check in they said it wasnt paid.i have the booking number and receipt here for $207.03 Iwould like a refund as my friend paid again for that night in this hotel.please get back to me asap with when i can get my refund

Thankyou Kelly Ashley

I booked 1 overnight stay for 2 persons at Hotel Les Suites, at Crecy-La-Chapelle, France in avadance for the date 26th April 2023 under the booking number [protected]. It was near Disneyland Paris.

I haven't still received e-mail of this hotel and I tried contact with hotels.com, but there was a malfunction in their website. Because I'm deaf, I can't telephone with them. And I tried also contact with this hotel, no answers. I was forced to go home after Disneyland.

Returned at my home, I have been token contact with this hotel at 29th April 2023. The reception desk answered that they already sent some e-mails with access codes by expedia.com, but it arrived with delay by malfunction of the website.

I want my money back for the overnight stay that has not taken.

Sincerely yours,

Attention,

My name is Carolyn Hales and I would like to provide feedback regarding my recent stay in one of your facilities. I booked a reservation with Hotel.com for the Hampton Inn Suites, Warrick, RI for April 12-16, 2023 (confirmation #[protected]). While checking in I specifically requested a room away from the elevator or ice maker. Unfortunately this request was not honored and I was given a room next to the ice maker. I returned to the front desk immediately and requested a new room and I was moved to room #414.

I proceeded to my new room only to discover that the floors were dirty and that there were no towels. Once again I returned to the front desk to request towels and reported lmy displeasure with the condition of the room. I was given towels but no steps were taken to clean the room. I was forced to use some of the towels to clean the floors because I was uncomfortable walking on them in their original condition. I returned to my room and once I took a closer look at the bathroom I noticed that the shower curtain had mold, mildew and a bathtub along with the rest of the room appeared to be dirty. I was exhausted from my seven-hour drive and it was obvious that the desk clerk was not going to assist me in any way, so I took pictures to document the room's overall condition.

The nightmare continued. Once I was ready for bed, I couldn't help but notice that the comforter appeared to be soiled. I turned back the covers and was shocked to find several hairs of different colors. I was so upset by this that I insisted the desk clerk come up and examine the situation firsthand. He verified and agreed to provide me with fresh sheets and once prompted, he agreed to replacing the comforter as well. I had to remove the old sheets and comforter myself only to discover that the bed had no mattress pad, the mattress was stained, and the bed had an odor. I would have left the property but I had several friends traveling with me and their rooms appeared to be in an acceptable condition. I did what I could to sanitize the room and I covered the bed with towels, and I informed the desk clerk that I would speak to the manager the following day.

The following day I requested the name of the manager and the desk clerk on duty said he was new and did not know the manager's name. I asked another hotel employee the same question and received the same response. I was finally able to locate the manager and she apologized for the condition of the room and my overall experience. She promised to have it taken care of immediately but she did not offer any type of compensation for my inconvenience. I left for the day (attending a local conference) and returned to discover that my room had not been cleaned, the towels were not replaced, the floor was not vacuumed, and the mole infested tile and shower curtain were still there. The following day, I spoke to the cleaning staff myself and requested that they clean my room, change the towels and the shower curtain and again my requests were ignored.

I realize that my reservation was made through Hotel.com but I would think that this would not impact the quality of service I received from your staff. The condition of the room and the on-site service were totally unacceptable. Due to the circumstances, I would like to request a full refund of the room charges for the duration of my stay. If this is not possible due to the third-party reservation, I would like to request an equivalent room credit at any one of your properties throughout the country. I do have pictures if you require visual verification of any of the situations I referenced in this email.

I would prefer to address and rectify this issue at the lowest possible level. However, I am more than willing to elevate this issue and file this complaint with Hilton.com if my grievances continue to be ignored. .

I wanted to change my email address from msn to gmail; all my personal information was the same; as soon as I changed my email my rewards activity restarted to the day of changeing my email resulting in my losing my previous hotel rewards even though my account personal info. hadn't changed. Unabel to talk to a human or even contact hotels.com by email. Must be one person running the company.

I've been a customer with Hotels.com for many years. Always great customer support.

Now I'm trying to change my email address. To do that it requires me to sign in, but I can't because it only responds to my old email address which is defunct. If I try "change email address," it requires me to sign in. Catch-22. Every option I've tried with their "phone support" asks me for a booking or confirmation number. There is ABSOLUTELY NO WAY TO CONTACT THEM TO CHANGE MY EMAIL ADDRESS SO I CAN SIGN IN! It is unbelievably frustrating. There is not one single phone option, or even email. I'm stuck.

After reading all the negative reviews on your page, I realize that indeed Hoteles.com and the properties recommend on your page, are a fraud.

We booked a hotel in San Antonio Texas, where we got a room with cockroaches. As they did not have availability of another room, we had to check out and they do not want to refund us the 6 nights we were going to stay there. We have been sending emails, international calls, writing chats in customer service, for 4 months now, and we have not received a response to this day from absolutely anyone from the hotel, and Hotels.com the only thing they tell us is: the hotel manager will not make any refund to you! As if that will help.

I sincerely do not recommend Hotels.com or Travelodge by Wyndham San Antonio Downtown Northeast. Disgusting properties and terrible customer service. ZERO solution to problems.

Hi, the following is an excerpt from an email thread in which I have tried and tried again to explain the situation of my cancellation request on 7th March, 3 days before the deadline...

****I am entitled to a refund as I cancelled this booking on 7th March. I found it difficult to locate the cancellation option on the Hotels.com website to cancel the booking and did so via [protected]@hotels.com. The systems i.e. PayPal and Hotels.com were advised about this cancellation request on the 7th March. I sent an email on 7th March via PayPal which listed the hotels address as *[protected]@hotels.com * and a phone no. see below:

[image: image.png]
The Phone no. does not appear to be an active phone no? as I tried to call the hotel. The email which I sent from my email *[protected]@gmail.com * should be in your inbox on 7th March. I do not accept that I am not entitled to a refund having cancelled the booking on the 7th March, 3 days before the deadline. Please forward these details to the property manager of MB Hotel for investigation. I also received an email from Latasha Cochran at Expedia Group.com , see below, regarding the cancellation:

Please help me resolve this, At no point has anyone tried to call me to discuss this, I am available at [protected]. The total refund is €225 i.e.€150 + €75 Tesco Vouchers. I am very stressed about this as I had tried to cancel before the end date and the could not find the cancel option on the site.

Thank you.
Roseanna O'Connor
[protected]

04/12/2023 4:30 pm

I have been trying to speak with a customer service representative with the phone numbers that are provided on the web site. I was asked for the confirmation code but the automated system keeps telling me they can't a reservation under the confirmation code that I entered. The phone prompts me to choose option 2 to speak to a representative but I get disconnected because they can't find a reservation using the code that I entered. Please contact me.

I am writing to address the customer service I received last year from Hotels.com. This is a formal complaint.

I am absolutely disgusted by the lies that have quite obviously been told to me by your advisors on numerous occasions.

On the 18th November I cancelled a booking at the Hilton Hotel Itinerary number #[protected].

I was told at the time that the advisor had SPOKEN to the Hilton Hotel and I would not be charged even though it was a late cancellation.

On the 23rd November I spoke to another advisor as there was a transaction on my bank account of £95.00 for the Hilton Hotel. I was told by your advisor this was just a standard pending transaction and I would not be charged as they could see I was not due to be charged as someone has spoken to the hotel.

I then contacted Hotels.com again on the 11th December and received an email from you which said and I quote

“Your booking has been canceled in our system. Kindly can ignore part of an email message from us saying standard cancellation terms/condition apply. It is an automated email we cannot edit, but it does not apply because the property already agreed to waive the fee.“

However, this was not the case and I contacted you on several occasions after – each time being told you had CONTACTED HILTON.

16th December – Email from Hotels.com asking for my receipt from Hilton to help with the request.

23rd December – I sent an email to you again outlining the issue attaching a statement from my bank.

24th December – Now the emails from Hotels.com state I am going to be charged and I need to take this up with the Hilton – although up to this point ALL your advisors had said THEY had contacted the hotel and this would be refunded or not even taken.

11th January – Email from Hotels.com and I quote

“We have contacted DoubleTree by Hilton Glasgow Westerwood Spa & Golf Resort and approve to cancel your reservation, there should be no charges. To help us with your refund request, we'll just need a few things. Be sure to hide any sensitive information like your credit card details or any other information you don't want us to see.

Just reply to this email with:

A receipt from your credit card company that shows the total amount charged. You can attach a document or an image in JPEG, PNG, or PDF format.

The date you were charged.”

13th January – then I receive another email with the contrary

1. How can you say on NUMEROUS occasions you haver contacted the hotels and I will not be charged, I will be refunded and then say the total opposite

2. I SPOKE to the hotel and they have said NO ONE has ever contacted them directly and I was a no show which is why I was charged, it was never cancelled

I would like a full and through investigation of this case, I would like it answered why your advisors said it had been cancelled, I would not be charged and I would like to know who they spoke to at the hotel.

Kind Regards

Rachel

BOOKING ORDER: [protected]

The booking, dated Feb 26 - March 5th, 2023, was canceled due acute illness. I was flown home by SOS Int'l to Denmark on March 8th.

I checked with the hotel, and the Resident Manager Yunney, told me that had we booked with the hotel its self, directly, they would have returned our money. As the booking was made with Hotels.com, they could not. This is the perfect reason to NEVER use Hotels.com.

I canceled to enable the hotel to re-book the unit and the hotel acknowledged that they would rent out the room to 3rd parties - thus making money not only on my booking /through Hotels.com, but also on their own.

Upon returning home, I called Hotels.com and have spoken with various service agents of Hotels. com: Marlon s., Rhanz.H., and Nika. All reported that they were making service tickets regarding my request for a return of money and would send me confirmation of that 'service ticket'. None have done so. I have received nothing. Each reported that they needed to ask the hotel for the return of money - which the hotel has already told me they would do, but could not as that debit was booked with Hotels.com. I hope it is being reported to the hotel that this is an amount the Boracay Haven already acknowledged they would return, due the fact that it was acute illness.

I can evidence my illness with medical certification with St. Gabriel Medical Center on Boracay, and SOS Int'l who handled booking for home transport. Given that the Boracay Havens told me I would have received my money back had I booked directly, and NOT with Hotels.com, I hope Hotels.com will explain the above and secure repayment from the hotel - who has presumably made double income on the unit for the period of 26 Feb - March 5, that I booked.

Please confirm receipt of this claim, as I have received NOTHING from the 3 agents I spoke with, despite EACH claiming they would sent confirmation.

We used Hotels.com heavily - as Gold members - until they allowed a hotel to let us down badly.

The Meridian hotel - near the airport in Kathmandhu, Nepal - was uncontactable by phone (taken from the booking info) or email (taken from the hotel's website) or via the Hotels.com messaging service. Which was a problem when we were trying to arrange an airport pickup in a strange country!

After several unsuccessful contact attempts over the 24 hours before we arrived, I contacted Hotels.com chat and the support person also could not get through to Meridian by phone - this was at 8am the day we were due to arrive.

Since I didn't want to arrive in a strange country only to find the hotel had closed down, I asked the Hotels.com staffer to cancel the booking and I booked another hotel.

I only did this *after* the staffer led me to believe a refund decision would be internal, i.e. decided by a Hotels.com staffer after they tried once more to contact the hotel.

But subsequently, Hotels.com told me the Meridian to refuse to refund us - yes, by that point they found it still existed after all!

Hotels.com persisted with this customer-hostile attitude no matter how many times I pointed out how invidious this was - they took no responsibility for the hotel's failure and attitude, and none for misleading me about where the refund decision really lay as far as they were concerned. Nor would they escalate the issue no matter how often I requested that.

So, we'll never use Hotels.com for our travels again; they cannot be trusted.

I used Hotels.Com to take advantage of their free stay after ten. I collected the ten nights stay and I then went to a Hotel to make a reservation for one night. When It came to using the free night, it went really easy. About a week before I was going to stay at the LaQunita Inn Wyndan, Selma N.C., I had a medical issue that would require me to delay the stay by five days. I called the Hotel Direct to change the arrival date and I was told by the hotel manager that I had to do that directley with Hotels.Com. I called Hotels.Con, Chat, was the first way, left a message, and they called me back. The Hotel said that they only get paid when I show up and Hotels.Com had to say ok with the change. The person from Hotels.com said that he could not make the change and that the room is a NON REFUNDABLE room. What has that got to do with the FREE nigh? He said that if the Hotel won't make the change, he couldnt and that if I dont show up I loose the free night. I called the Hotel again and the Manager said again, she cant change the arrival date without a fee paid by Hotels.Com. It all comes down to,scaming me out of the FREE night. WOW.