Hotels.com
reviews and complaints

I made a reservation for my stay in Milan, Italy about 8 months ago. All within my budget. 2 1/2 weeks before my flight I received this morning a "Change in plans" with my reservation. Did I cancel it? I replied NO. There is NO ONE to call so I used the chat box and nothing got resolved. I called the Hotel and the director said they get a sheet of paper from Expedia (Hotels.com parent owner) and saw my reservation and that it was canceled. The Hotel was to send me via email this report, but it has not arrived. Big surprise! I received my refund, but now I have to look for another hotel ASAP!

Needless to say this is the last I am going to use Hotels.com! Oh Hotels.com offered me $25.00 for my trouble. The reservation was over $1,500.00!

Be wary, be very wary!

Greetings Hotel.com Executives, Officers, Employees

Let’s begin with an extract from your Hotels.com website:

Free cancellation

Flexible bookings on most hotels*

________________________________________

• * Some hotels require you to cancel more than 24 hours before check-in. Details on site.

Yesterday I booked a hotel (Kenzi Europa) in Agadir, Morocco for a seven day stay [Itinerary number: [protected]]. However, after the booking was confirmed, I began the process of booking a flight. Unfortunately, there were no flights availed to me for travel on the days of my booking. I then found other dates that could accommodate my travel needs. Hence, I went to the Hotels.com site to change my reservation; only to discover from your online agent that I could not change or cancel the reservation I had made and that I would be fully charged for the entire seven days that I cannot stay at that hotel! I have been given 72 hour window of opportunity by your online agent to attempt to resolve this matter and change my dates at the hotel without any penalty. Regardless, I feel that I must express my summation in the following paragraph.

I have been a customer for many years with Hotels.com, and on almost all occasions I’ve diligently responded (always favorably) to the service surveys that are automatically generated sometime after I had completed my hotel stays. The reasons I have used and remained a customer has been associated with the ease and time-saving use of the online reservation process, the “rewards” program, and the “FACT” that “Free cancellation” was an established assurance offered by Hotels.com. Incidentally, if you check my record you will see that I have cancelled hotel stays in the past without any charges leveled…and there may be one or two where I had to pay for one night because I was cancelling/changing within 48 hours of my scheduled arrival. At any rate, the situation I encountered yesterday was a shock, a disappointment, and a covert scam which seems to be following in the footsteps of Bookings.com! I’m not too concerned about losing any money in this scam since my Visa card institution is customer oriented and does not want its customers/clients to have to pay for anything they do not receive. My only concern if this matter is not resolved to my satisfaction is that I will have to spend more time and effort making future hotel reservations directly with the hotels on lists generated by various chambers of commerce, tourist bureaus, city/county websites, and/or hotel corporate sites. What’s this corporate greed world coming to?

Regards,

Kenneth E. Green

I run a bed and breakfast in Aylesbury Bucks, U.K. I am receiving long term bookings from Hotels.Com France, made well in advance of required dates.They are always marked "hotel collect". I receive no further communications through the Expedia portal. The guest names and booking names are different and when it comes to the date they should arrive, they just don't turn up. These are always coming from Hotels.Com. France. This is highly suspicious and I would like to know what is going on? Helen Russo, Housefortyone.co.uk.

I am missing several stay credits with hotels.com. I have tried to reach out to them via virtual chat with zero help as the booking is in the past (1 week). Same with the phone support as the automated agent can only support active bookings. In the help section, it refers to sending an email to them, but there is no email address indicated.

This is the worst form of customer support I have ever experienced.

Made reservations through Hotels.com for a 2 night stay at a hotel in Seattle WA. for January 18/19 2023. Due to sudden illness we were unable to stay both nights and checked out early on the 19th. Hotel said no problem and we would not be charged for the second night. Noticed on my credit card statement that Hotels.com charged for both nights. I contacted them to ask about a refund. The agent advised me that he had initiated a request with the hotel to get us our refund. He indicated that it would take 72 hours to complete. Never heard back from them. Called the hotel and was told that they have not received any request from Hotels.com. Contacted Hotels.com again and they said without an itinerary number they cant do anything. I am unable to find the itinerary number since I regularly delete my emails. The agent said she looked under my email address for notation supposedly made by the original agent and there is nothing there. Extremely frustrating. If this is their idea of customer service, they have a long way to go! Will never use hotels.com anain.

I have tried on several occasions to contact hotels.com Directly. However... Their automated system Does not allow for actual human contact. After going through several prompts, it conveniently disconnects you. Hell of a way to run a business. I understand the headquarters corporate offices is in Dallas, Texas. A State noted for several fraud/scams.
I was trying to get confirmation, on an upcoming trip and reservations made for Japan in April 2023.

Hello - I had booked a hotel 9/21 in Munich Germany... The booking was for multiple nights at park ambassador hotel. Upon my arrival at the hotel my keys had been left on the counter with no employee around. I got up to my room and located the ceiling falling in, stains on the floor and bed, and mold in the bathroom. I contacted hotels.com within 10 minutes of my arrival, and they said they would cancel the booking (which wasn't done). I slept in a sleeping bag and left as soon as it was daylight. I booked a different hotel online with hotels.com. When I inquired about my refund I was told by hotels.com I would need to contact the hotel directly (which they refused to refund) and that they had no responsibility to cover my cost even though they managed the booking. I utilized the chat and phone call option multiple times to attempt to get refunded or credited only to be offered $100. This is not appropriate. I spent multiple hours trying to resolve this, and have hit a dead end.

Made Hotel reservation via Hotels.com website (Expedia?). Started by entering date and place. Selected hotel from those offered. Completed booking and payment. Arrived at hotel. No booking. Hotel found booking had been made for a different date in two weeks time. At no point had I searched on or have any thoughts of travelling on those dates.

Hotel said I would have to pay them the current walk-in price If I wanted to stay. Hotels.com said the booking was not adjustable or refundable as per the Hotels policy. Hotel said not their problem as I had booked with and paid Hotels.com Hotels.com were keen to check if I had taken screen shots of the booking ie could I prove they had swapped the dates. Who screen shots every page they look at on a website?

I had had eight stamps for a few months. I got an alert from AwardWallet that my stamps had dropped to six. I called Hotels.com customer service and they stated it must have never had been at eight. I took a screenshot of the AwardWallet alert.

Secondly, I had made a booking with them for three nights (Hotels.com itinerary # [protected]). I used a Hotels.com coupon that Hotels.com provided and suggested using. After the trip, I noticed that I never received my three stamps for the booking. I called Hotels.com customer service. They stated that because I used their coupon, I would not receive any stamps.

Upon checking in a hotel on Feb 3rd 2023 I'm told I am required to pay a 250 dollar deposit which I could not do so my 6yr old son and I are unable to contact any customer support thru hotels.com app or portals provided. The property would not help at all and refused to assist us contacting hotels dot com. I am a gold member 20 times over for years. I use this service several times every month for years and now I'm treated as if I am worth nothing and I'm highly upset. If hotels dot com doesn't contact me immediately, ill spend every waking moment making sure this is seen throughout the internet on every review I can find

Name: Ivan Appelqvist
Hotel: Romoli Hotel, Rome
Email: [protected]@blueyonder.co.uk
Itinerary No: [protected]

I feel I have been overcharged greatly for my room at the Romoli Hotel. I added an extra night to a booking that was bought me as a present, those 3 nights (3-6/Feb/23) cost ~£310. I booked the night before 2/Feb/23 and was charged £266 as a Secret Price. There’s no way this can be a ‘Secret Price’ The price should have been ~£100. I am very angry about this. Looking through the pricing, even though it is dynamic, it never goes to this level for this hotel at this time of year. I feel a mistake has been made. I understand that I agreed to the cost at the time of booking but I’m not sure if I’d noticed it was so expensive at the time I clicked ’Pay’! Your telephone operator did try to get the hotel to cancel my night and rebook at the lower price but they refused to do so. Sadly, I am really disappointed with this situation. I have used Hotels.com on many occasions and have had no reason to complain but this situation has changed that.

Thank you in advance for taking a look at my complaint
Sincerely yours
Ivan Appelqvist

Hotels.com

Hello, my name is Brian Stone, and I am contacting you today because I have an issue. I have a transaction on my company Amex card ending in 1005, that have come from Travel Reservation US, which is what it says when I book through Hotel.com. I have called and spoken to a few people, emailed with no response. Now I have been tring to find somewhere to send this because the [censored]ing site is a joke! At this point I need you to reverse the charge or provide a receipt.

The charge that we are looking for is a charge on 9/26/22 for $650.

Please let me know if you need any more info to help look for this charge.

Also, I have already contacted Amex and they are not able to cancel or dispute the charge. This is why I need either a receipt or the transaction returned to my account.

Thank you for your time helping me in this situation.

[protected]

[protected]@legends.net

I booked a hotel in October (6 months before a planned trip). I went in to check on my reservation and it was no longer there. My hotel reservation was canceled without my knowledge or permission. I was never noticed of the cancellation. The hotel is now sold out for the weekend of the trip and nearby hotel prices are insanely high. I attempted to contact customer service. He refused to help me. He kept asking me why i canceled the reservation to which i explained i didn’t cancel this reservation multiple times. I asked why i never even received a confirmation of cancel and he couldn’t answer that. Very frustrating and now my whole trip is essentially ruined (even though I’ve already spent money on the event tickets for that weekend- now with no place to stay)

Hi I was gold member of hotels.com rewards account number [protected] and I did discover that some one cancel my account by end of 2022. this account was very active in booking in last of couple rewards that was collected. With cancelation of account my rewards are disappear and new account doesn't have it. After multitype contact with customer service they can find reason why my account was canceled? by who/ and why my rewards are disappear. They ask me to show a proof that I have rewards instead check instead do internal investigation for reason of this problem. I spend multi hr. to talk who doesn't solve a problem and only says sorry. The volume of my rewards was almost 2000 dollars

Today 1/18 I was booking online for Hotel.com to get a reservation in South Bend Indiana. And submitting the reservation it bounced out and said I had no connection.. I repeated that action three times only later to learn that I actually had all three reservations! Now I’m seeking to find a way to cancel two of them because obviously I don’t need three reservations for tonight! No easy way to get through to them tried the one 800 number and got disconnected…. I will have to take it up with Attorney General’s office. In less somewhere I get a response from you here! Account under [protected]@hotmail.com Gold mbr

I book a hotel on December 4 2022 for 5 nights in Wasaga beach. On January 15 2023. I received an email stating that my reservation has been cancelled. I contacted Hotels.com and explained the situation. They informed me that I had cancelled the reservation. I said that was in correct. I explained that the room was now now the price and this was very unprofessional to take my money then refund it to try and get down the rate per night. Hotels.com did not seem to have an issue with this deceptive practice. They even had the nerve to offer to re-book the hotel for me at the new rate that was $800 more than I had originally paid. Horrible customer service not interested in helping me and told me to seek legal consul if I wanted. I will never use their services again as there is no safe guards in place to prevent this sort of deceptive practice. I am now forced to pay more money for accommodations after having made the effort to book early to get a good price. What type of legitimate business allows its customers to be treated in this way without taking approximate action to fix the issue. At minimum they should ban the hotel from using there site. But the hotel are the ones whom pay Hotels.com a commission for using the site so I believe they have more loyalty to the hotels over the users who use their site to book reservations.

I would never use Hotels.com again, nor would I recommend them. They did not stand behind us when we booked through them over Christmas holiday 2022. We canceled our stay and were still charged. They blamed the hotel and took zero responsibility. Steer clear!

They even told me where to go to delete my account with them lol.

Very bad customer service!

The hotel claimed not to have received the reward night payment from hotels.com. It was new years eve and I spent an hour at the hotel reception dealing with this. An 'agent' assured me that if I paid cash I would get the reward night refunded. This was not the case! They didn't get back to me within 3-5 days as promised. They say they're unable to reach the property via email or phone...so refused. I've lost time, money and realised there is absolutely zero value or legitimacy in the reward night scheme. I'll be taking my business to booking.com for the remainder of my 6 MONTH trip.

As a Gold member with Hotels.com, I have made another accommodation, and most recent through Hotels.com website on 27 December 2022. The accommodation booked with Sky Suites KLCC was an apartment of 3 bedrooms, 2 bathrooms booking with duration from 30 December 2022 to 01 January 2023 in Kuala Lumpur, Malaysia. Partial payment Singapore dollar SGD$97.46 was charged to my credit card with booking reference [protected].

On 29 December 2022 at 11:47am, I made a call to Hotels.com to ask for check-in instruction and mode of payment. I was informed by the Hotels.com representative that I need to pay the property Ringgit RM$300 service fee per night (RM$600 service fee for 2 nights) on top of balance fee payable S$121.79. The service fee was only indicated on additional hotel fees from Hotels.com email confirmation. I was caught by surprise on the additional service fee and I have asked if there is possibility of cancelling the reservation with refund (without penalty). Hotels.com representative replied that she will check with property on this request but no avail. On the same day at 7.14pm, I made my second call with Hotels.com and I was informed that there is no response from the property. I decided to stay with the booking as the Hotels.com representative has assured me that Hotels.com will assist me with my booking and I can call back Hotels.com if I face with any issue. All my conversation with Hotels.com was recorded.

On 30 December 2022, I arrived Kuala Lumpur with my family. At 12:51 hours, the property (Sky Suites KLCC) representative message me through Hotels.com platform asking for full payment, including service fee (total RM$975) to be made to JP Morgan Chase Bank with account number [protected] before check-in instruction could be advised. As bank wire transfer have to be made through a local bank account, I have asked my brother who has business and bank account with CIMB in Malaysia, to help me with the transfer. After the transfer made, the property representative acknowledged with “noted”, there was no further check-in instruction was given.

My family and I have arrived shortly at Sky Suites KLCC site and stopped by the security. There was no check-in instruction. Immediately I called Hotels.com and I was told by your representative that there was no booking with Sky Suites KLCC. Only then I realised that this was a scammed. Sky Suites KLCC on Hotels.com was a scammed. Hotels.com representative put me through to your reservation allocation team for solution. A lady reservation representative whom I was talking to was unfriendly. She spent 49mins saying that she was searching for me a similar accommodation that I have made. Then she started to short change me with one guestroom in a hotel. When I questioned her, she put me on hold without respond. I have no choice but to end the call as she did answer me on the phone (keeping silent) for almost 10mins. We were stranded in Kuala Lumpur without any solution from Hotels.com.

At 7pm on 30 December 2022, we walked in to Cititel Mid Valley and managed to get the last room from the hotel and had a night stay. With full occupancy, Cititel Mid Valley managed to extend one more night for us as the hotel was kind to hear our misfortunate experience with Hotels.com.

On 31 December, I went to the nearest police station and file a police report on this scammed experience. I was advised to make another police report directly with Kuala Lumpur Headquarter for this matter.

I returned to Singapore on 1 January and I was told to make another police report in Singapore as this Hotes.com booking was made on 27 December in Singapore.

All calls with Hotel.com was recorded. This was the worst ever experience I had with Hotels.com. Never have I experience such scam incident and through Hotels.com. I demand a full compensation from Hotels.com as Hotels.com failed to provide the following

Allowed scam property to post their property on Hotels.com platform.

Failed to provide solution from 29 December to 30 December for my booking.

SGD$97.46 (Reservation number [protected])

RM $975 (bank wire transfer for full payment to Sky Suites KLCC)

Numerous recorded calls with Hotels.com representatives (local call and roaming calls + time wasted) (Append 5) Payment of roaming tbc by telco. (Singtel)

29 December 2022 at 11.47 hours, duration of call 43mins 27 seconds (Singapore time)

29 December 2022 at 19:14 hours, duration of call 51mins 7 seconds

30 December 2022 at 14:31 hours, duration of call 3mins 48 seconds

16:33 hours, duration of call 27mins 20 seconds

17:56 hours, duration of call 15mins 16 seconds

Incoming roaming call from Hotels.com

14:55 hours, duration of call 8mins 41 seconds

15:39 hours, duration of call 49mins

Accommodation from 30 Dec 2022 to 1 Jan 2023 on last minute walked in. Many accommodation on 30Dec were fully booked.

If I do not hear from Hotels.com with above by 5 January 2023 by 23:55hrs, I will make this matter known to media as the fastest source for resolution as Hotels.com has not provided me with any solution till now, 2 January 2023.

The place we booked via Hotels.com and prepaid for was CLOSED for business when we arrived. No one from the location or hotels.com called us to notify us of any issues. we found out when we arrived at 6pm to check in. We planned on dropping our stuff and meeting local relatives for dinner. Imagine my surprise to pull up to a CLOSED property with a note that all reservations had been transferred to another property. No explanation. We get to the other property, they do not have the type of accommodations I have already booked and paid for! They have no record of our payment. They transfer us to yet another property, they call to make sure they have the correct accommodations. We drive 8 miles the opposite way. Check into the Radisson, who again has no record of my payment and quotes me almost double the rate I booked at Beachcomber. She said they would work it out with their manager. I had no choice but to check in, we needed a place to stay.

Pool is gross, tiles missing, cracks everywhere. Hot tub is full of debris. There is no breakfast. This is not the vacation I planned. I called Hotels.com to inform them the hotel was closed and this is where we were sent. No apologies for not letting us know, didn't even let me know if they knew. I told them this was not at all up to par with what we booked, and they had no record of payment and it was more than we had booked for price wise. Hotels.com called the hotel, came back and told me they would honor the price I had booked. GREAT, but that price was for a nicer place, in a closer location to our family (why we were visiting), included breakfast and had an indoor waterfall pool. The Radisson did not include breakfast, we had to go buy food, which was not in our budget. They could not provide a receipt or even tell me if they accepted full payment, not even when I checked out.

I called Hotels.com initially to make sure they had record of what was going on. The CSR could not have cared less. I put in another complaint online and they guy just kept asking what my request was. MY request is for someone to CARE. Good lord!