Hotels.com
reviews and complaints

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.

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