Hotels.com
reviews and complaints

My booking was confirmed on 14th September 2022 (confirmation number [protected]). On 20th September 2022 the booking was cancelled by the hotel because of flooding. They said that the refund would be made by you as soon as you had processed their cancellation request. I am still waiting for my refund to be credited to my credit card account over a month later.

Furthermore, the virtual agent simply doesn't work - even with my confirmation number, itinerary number and email address it could not find my booking, and there is no easy number to call on.

At this stage I simply feel that I could not use your company again.

Please contact me on [protected]@yahoo.co.uk

My name is Simon Linley.

Many thanks.

My name is Gustavo Andrade Marzolla and I made a reservation through Hotels.com to stay in a Hotel in Berlin from Nov 06-Nov 11. – Itinerary [protected]

During my booking it was clearly stated in the Hotels.com website that the room had a bathtub. (I have a screenshot to prove - attached)

However when I contacted the Hotel to confirm they said the type of room I booked do not have a bathtub.

I flagged the Issue to Hotels.com support on the chat and they leave me hanging without giving me a final answer. Waited for more than 30 minutes and nobody responded to me.

I booked and prepaid a hotel for 2 nights Phoenix through Hotels.com. The day before, my brother-in-law called about his kid having a contagious respiratory infection. I immediately went online to cancel. It said I was past the window of full refund and woudl have to pay $211. I contact customer support about this issue and spent an hour. They said that if I canceled then, I would lose my ability to get a refund and I should wait. I called again the next day and started the same thing over. They told me that my request was in. I asked if there was anythign to do as I did not want to lose the full amount of $$. In the end, I was denied a refund and was never reimbursed for the $482 that I prepaid for the hotel (The Eagle Inn). This is a shameful practice.

Good evening,

I book a room through yourselves at the Stukeley Hotel, Church Road Huntingdon.

I stayed there on Wednesday Evening at a cost of £89.01

Reservation Number [protected]

I had the displeasure in staying in room 5

the bathroom on this room was a health hazard.

I cannot believe you would advertise this accommodation through your organization, I would like a full refund, I will also be forwarding the photos I have taken on to the health authority.

Hotels.com sent me to the worst hotel or room I have ever seen.

Hideously tobacco stained and smelling of nicotine and open sewers.

The furniture was the most worn out I have ever seen.

The bed was little more than a dent filled with springs.

The toilet had deep black mould all over.

There was an open drain and a shower head at ground level which only had cold water coming out.

On arrival the receptionist said we had no booking, I showed him the confirmation, they put us in a triple single room. Assuring us we would have a double the next day.

My partner fled the hotel in tears which resulted in us being in separate hotels as the WiFi in the ersoy aga did not work.

There were people on the fire escape in the early hours and my room door handle was tried.

The lock was a flimsy knob unconnected with the actual lock.

I will be actively mounting a campaign on every social media platform I have, Facebook, twitter, Instagram, reddit. Should this not be resolved.

We are now in a hotel called mostar, 2 minutes walk from the hellhole that I'd ersoy aga. I left quietly and left the key on the bed as this seemed more like an organised crime centre than any hotel I have ever been in and I was scared for my safety as when I complained at the WiFi not working I was spoken to in turkish or Russian and whilst I may not have understood the words the gist of it was go away, aggressively.

I have upwards of 100mb of photographic evidence of the nightmare.

I've called and emailed hotels.com and Harbour Resort Properties, I booked a condo on 9/3, my stay was for 9/25-9/30. I did not know at the time a hurricane would be coming on my dates of stay. Their was a state of emergency issued 9/24 for State of Florida. I called Harbour Resort properties to cancel as if would of been unsafe me to stay at their property, they said they would make special exception because of the hurricane and refund. Then I received an email from them saying they didn't realize I booked through hotels.com and to cancel through them. I immediately called hotels.com on 9/24 I did not hear anything from hotels.com for a week so called again on 10/1. Apparently nothing had been done with my 1st call. An email said they will not refund me. This is unjust and unfair. It was a catastrophic hurricane It would of been deadly for me to stay at their property. I am demanding a refund. I paid through paypal.

-Nancie Ennis

I booked a hotel stay thru hotels.com; stay was 9/30/22 at the Quality Inn -7125 Miller Lane, Dayton, OH. This was the dirtiest hotel room we’d ever seen. Men’s used underwear with an inch of dust on them located in hotel closet. All surface areas were corroded with dust, food particles: Every door knob, light switches, thermostat, phone, lamps. Red blood or marker on comforter, yellow round spots on comforter like oil spills never laundered. I used half a container of Clorox wipes & nearly touched the surface. Since we were exhausted, I went to front desk next morning w/pictures & when I mentioned the blood on comforter, the response was, “well it’s not fresh.” After speaking w/other patrons, a female misrepresented herself as the manager during my request for a manager. She implied that because I booked my visit thru a 3rd party vendor, that’s why we had an unclean room. The amount of grime that engulfed every basic surface area was unacceptable to the point of seeming like aside from sticking towels & pulling the covers on a bed, it hadn’t been cleaned in months. I am disillusioned by this stay that wouldn’t have been acceptable for an animal let alone my family. The staff could have cared less about my photos or concerns of the deplorable conditions I’d expect in a third world country. Additionally I’m appalled by the response of overall laughter to the underwear in ironing board coat closet that clearly were there for months. I washed headboards, counters, even the photos I posted of surface areas were after I used at least 1 wipe…the phone was the first thing I cleaned & I wish I hadn’t b4 I took the photo. Worst stay ever…it my our first time trying a Quality Inn that was anything but quality. When I mentioned that their website prides itself on advising that they are up to Covid standard cleaning, the response I got from the one who impersonated her self as the manager was and I “Cove it is over. Maybe this area of Dayton simply doesn’t care about a customer response & that was reflected among all staff.

The private apartment in Cambridge, UK, was booked for 3 nights, 20/09/22-23/09/22, paid online.

But on the date of check in the property didn’t provide the key and despite non stop calls didn’t answer the phone. As advised by Hotels com helpful desk staff the refund was claimed by me, however by now the hotels com haven’t got the approval from the properly and reminding me of the non refundable rate. However, obviously it’s not my fault. If the property had confirmed the stay by providing the key to the apartment, I wouldn’t have claimed the refund. Why should I pay?!

I made a booking ref [protected] but the owner of the lodge I have booked advises me they are fully booked.

they have taken 50% of the fee and not refunded

Mark Beckett

Coventry hotel booking made cost £148, used Clubcard vouchers of £150, also got charged further £25 on my credit card, so I actually paid / got charged £175 for a room at £148. Not acceptable. I have put a complaint in and have been told it will take 72 hours for someone to get back to me. If no one gets back to me I will go across the internet and explain what u done and tell all future customers to stay away from hotels.com and you con people out of extra money over and above the stated room rates, even though they are more expensive then other websites but as I had Clubcard vouchers I decided to use you and make benefit of the voucher. Never again unless u resolve my complaint. I will give u 72 hours before I start going throughout the internet and explain what u done and tell all future customers to stay away from hotels.com and use other websites instead. One bad review can cause a lot of damage and it would be cheaper to just resolve my complaint and refund me the money back.

ATTENTION OF THE MANAGER.

Hello,

I refer to your response regarding a refund due to me. Please be advised that following our conversation, I was not asking if a refund was possible, I was asking that my money is refunded as soon as possible as you failed on your policy.

The statement on your site was for me to put details of my card as to reserve the room and I clearly chose the option to pay on the date of checking in. I even went on your site to change my checking date to a later but to my surprise and amazement, you had debited my card days before my check in date. All these were done via your site.

Your action greatly affected my finances and disrupted my travel arrangements with my family.

You said you contacted the manager of the said property and are unable to wave the cancellation. My bone of contention is why was my card debited against our agreement. I clearly stated that payment will be made on the date of checking in but you failed to honour your part of the agreement and instead went ahead to debit my card.

Be advised that there was no current rules and restrictions for my reservation that should be a barrier for you refunding back my money, it was you that had failed on your policy.

Following your e-mail, I followed my part of the agreement by supplying my debit card against the reservation with clear instructions to make payment upon arrival to the property, but you failed as you allowed my card debited prior to me arriving on the property. For these reasons, it is you that have failed, and I will do anything and even go as high as I can to get my refund.

I will suggest that you look into this again and refund my money taken from my account illegally. I will not be contacting the property directly anymore as I had spoken to them, and they referred me back to you because the initial reservation was made via your site.

I have informed friends and families to not trust and ignore what you write on your site. If this is not resolved, I will also be writing a review on your site and contacting your Managing Director amongst other things.

I await your urgent response.

Thanks

Michael BO Anifowosoe.

Reference confirmation number is [protected]

Booking confirmed at VOI Arenella Resort, Sicily from 12/09/22 to 17/09/22, in the name of Julianne Adamo

Having travelled through Europe and having booked a number of hotels through your web site (my wife Julianne has been a member for some 20yrs,

we arrived at about 5.30pm at VOI but was told that they did not have our booking. However, that morning we received an email from Hotels.com sent from VOI advising that we can check in on their APP. The duty manager was adamant that Hotels had not advised and subsequently no room was reserved, and they were fully booked. Naturally we were angry and after much argument requested that could they assist in seeking alternate accommodation or even use their wifi connection. We were asked to leave the premises as we were not clients. This has been a very distressing experience and I ask is Hotels at fault or VOI. What is further worse, were charged yesterday on the assumption we occupied the premises. We seek refund of the fees paid and compensation from either Hotels.com or VOI. Tony Adamo

Necesito se me realize un reembolso de una reservacion con numero de itinerario [protected] a nombre de georgi rafael cervantes fonseca la cual fue cobrada de la tarjeta de credito /¡(cuatro ultimos digitos 3779)en el hotel caribean palm village resort, al momento de llegar el señor georgi no aparecia ninguna reserva a su nombre.

Agradezco se reembolse el dinero lo mas pronto posible

Confirmation #:[protected]

Aug 26, 2022 - Aug 30, 2022

REFUND REQUEST:

I am going to request a refund for this reservation due to the Management abuse and very intolerable actions. We reserved a suite and after then were told that they did not allow dogs

I am going to request a refund for this reservation due to the Management abuse and very intolerable actions. We reserved a suite and after then were told that they did not allow dogs in the suites, they front desk person told us we could bypass that rule by claiming our dogs were Therapy dogs, we signed their dog policy (we are 81 yrs old) not very literate about rules for animals as we almost always travel in our motorhome, however my husband has had 2 heart attacks in 2 yrs, with open heart surgery. Our traveling with the pandemic and then the health issues were completely out. My granddaughter was getting married in Caldwell, Id and we wanted desperately to attend. We have 2 senior dogs and we decided to drive and take our pets with us. We stayed our first night in Winnemucca Inn, Winnemucca, NV with not problems in a pet friendly hotel and room.

We arrived in Caldwell and as above were allowed to occupy the suite (my husband’s health has affected his sleep pattern and the suite would have allowed him to rise without disturbing me) unfortunately there were maids, cleaning crew all over maybe (10 people) on the same floor we were to occupy and one of my dogs barked while we be out bringing the luggage in so, management kicked us out of the suite and told us the only room available was a double queen. I was so upset, crying and wanting to leave (having a major breakdown) my husband calmed me and we decided to take our dogs out... the door leading outside next to our room would not allow you to get back in and you would be required to walk ALL the way around the building enter the lobby and walk to our room at the end of the hallway. The manager was advised he tried to fix the lock, then call maintenance and by that time we decided we would ck out a try for other accommodations, the manager was very rude, unaccommodating and lacked any kind of customer service skills. He just wanted us to shut up get in the room and deal with the issue. I am still traumatized by this encounter as we have stayed at many Best Westerns and never had an issue as this. We did not stay one night at this Hotel and I want to be reimbursed at the very least for my pain and suffering in this issue. I have not even been able to think and deal with it until this day. Please help 2 senior citizens, with health issues and refund our monies paid. Oh, and as we were discussing this situation with the manager he stated if our pets were left in the room alone, he could have them taken from the room by the sheriff! Can see how heated and uncomfortable this became for us. I have never, ever had issues like this

Linda Wheeler [protected]

[protected]@yahoo.com

Sep 6, 11:55 AM

I had a booking from Sept 2-6th it was a horrible experience for my husband myself and two stepchildren. We got our room on the 2nd in the late evening. it had a horrible musty odor. It was not clean at all. Hair in the sinks and tub. We let that pass and morning went down to breakfast the one gentleman working the breakfast all alone was horrible to the guest very short and rude. We went back to our room and discover we had no Wi-Fi. I needed to work and was unable to. We had no tv and when we called down we were told basically two bad sorry we have nobody that can come check it out. How do you stay in such a small room with two children and no tv or ability to get your work done. We asked for clean towels and were told they had no way of bringing us towels and that we need to order towels the day before. I sent my husband all the way to the desk and demanded fresh towels. We then go to make the bed since they do not clean your room, but every 5 days and we found the most disgusting bed I have ever seen and could not believe they expect to have guest sleep on that. pictures will be added it was stained with period blood,

we asked for another room and were denied. this was obsured and more than anyone should have to tolerate, and this is not good guest services. I had to cut our time short with the children and leave for another hotel an additional cost not expected or welcomed. I would really appreciate an amicable resolution. I have been using hotels.com for years and never had this experience and never want it again. if this is the type of hotels you promote, I will have to look elsewhere from no one. I truly am horrified over this experience and really hope you will make it right for us. We lost a day with our children due to having to get work done that was supposed to be done while at the hotel and we had to use our reward night we earned and had plans for in the near future now we lost that too.

I booked Hampton by Hilton @ Gatwick on 30th April 22 via Hotels.com, using a Tesco voucher and credit card for remaining balance. The reason for the booking was that I had an early flight the next day. the flight was changed to another time/day so asked for the booking to be ammended as the return flight meant i was arriving very late so needed to stay in the hotel at the other end of the break abroad. Hotels.com stated that ammends could not be conducted on line when using a voucher but advised me to cancel and then rebook. I followed through with the instruction. They did not then allow me to rebook without paying the full price myself and refusing to credit me back the amount i had used in both vouchers and money to rebook. Hilton refused to credit back as stated they do not honour a cancellation only ammends. I was left out of pocket and Hotels.com continue to state that as the booking had been cancelled and i am not entittled to a full refund or a rebooking. Hotels.com instructed me to cancel. I did not want to cancel but only ammend. If the ammend had taken place then Hilton would have honoured the change. Hotels.com response and handling of the whole incident has been appalling continiously denying this is their fault despite providing evidence to the contrary. I had to book another hotel using my own money and Hotels.com are still refusing to provide a refund even if it is a credit against my account for a future booking as i am flying 3 times in the next month. What is ask for is reasonable and fair but Hotels.com is refusing to co-operate and denying any wrong doing. Customer Service teams are clueless and provide nothing less than typical text book replies that do not resolve the issue that is still outstanding 6 months later. How do i escalate this please apart from write to the chair of Expedia in Texas USA. Kind Regards Denise Pieri

I was a long time customer for hotels.com and I booked a hotel from there with an early check-in included, when I showed up they refused to honor the early check in and asked me to come 7 hours later, while clearly putting early check In in there the hotel was $65 overpriced than other hotels and I picked it for the early check in feature upon calling hotels.com they said they can’t do nothing after 30 mins of going on and off they hang up on me, agent name was Camille really terrible customer service, they’ll never have your back

During my stay at the Clarion - Strasburg, I was bitten multiple times by either bed bugs or fleas, not sure which. I went to the front desk to complain about the bites, and they said they would forward the information to the manager. I have been itching since Saturday. I also experienced congestion, sneezing and coughing while there. I took the filter out of the A/C and washed them they were filthy. We chose this Hotel because we stayed there in the past and had no problems.

The people who worked have a helpful demeanor but they did not even do the basics of hotel hospitality. My son and I booked two nights thinking we could stay there to be close to SCAD University Equestrian facilities and to Savannah.

We checked in late on the evening of 8/25 actually morning of 8/26 after a long drive. There were no towels in the room. There were only two shampoo bottles,no conditioner and no bar soap.

The air conditioning didn’t work enough to cool the room and it smelled very bad.

The pool was green and had a sign that it was closed for chemical treatment. It looked like a swamp.

I walked to the desk to get towels in the morning and a half hour later we still didn’t have them. My son had to use a tee shirt to dry off.

I also saw women of the night chatting g outside their rooms smoking cigarettes. We left and did not stay for the second night.

As we were there only for a few, very disappointing hours. I would like one days charges refunded please.

Book at Microbrasserie La Baleine Endiable on Aug 22, 2022, no from desk pesonnel, owner more interested at serving beer at bar, finally got someone to check me in after 30 minute, room smell like someone smoke nite before, basement room also smell humide and no A/C to put on to change air in room, open window but smell from farmer field was worse, no TV, did not stay overnight this is not a 4.5 hotel , maybe a 2 star at best, this gotel should not be on your site at all, stay at , stay at franchise hotels like comfort Inn and they are a lot nicer and are only rate 3 star.very dissatisfied with this hotel picture on site foe room is deceiving .