Hotels.com

I booked and paid in full for 3 nights in April for a November reservation. Now, in October, more than 2 weeks prior I had to change my reservation. First I was told it was impossible to change from 3 nights to 1, per hotel policy. A clear lie. After quite run around I finally was able speak with a hotels.com rep who said he could cancel the 2 nights and check availability on the 3rd even though I already had a room booked. Surprise, surprise, the only room available was for much more than the original room price. I could see on the hotel website that a cheaper room was available. My option was to allow myself to be up-charged or cancel and accept the penalty - of almost $250. This is dishonest business practice. I do not see on your site anywhere you say that you can offer only some of the rooms at a particular hotel. You also have the most inane cancellation policy. "If one cancels within 3 days one pays one day's booking -if one cancels before 3 days one pays one day's
booking. In other words you should say "If you book with us and change anything you pay the penalty" Be careful who you trust. Certainly not Hotels.com

Beware of Hotels.com.
I used Hotels.com to book hotel accommodation in Florence in September 2019 and paid in full 2 months ahead. On arrival at the "hotel" it turned out to be a brown door with a number 1 with no identification. Needless to say there was no reception desk. There was no information to explain this stated on my bookings reference. This would not have been a problem if the host showed up to check us in, which never happened.
I phoned hotels.com on day of check in to ask what to do and they tried to contact host unsuccessfully. We were 4 woman sitting in a foreign city on the sidewalk waiting for the host to show with no accommodation. Hotels.com suggested I cancel the accommodation to facilitate the refund. This never happened. A month later and I am still writing emails and fighting to get my money back. Hotels.com blames the host for not wanting to refund the money and takes no ownership for mismanaging the situation. Frankly I feel that hotels.com should not release the money to the host until guest have checked in. Needless to say I seem to be fighting a loosing battle as they seem to get away with this kind of unfair treatment.
I have been told to lodge a credit card dispute through my credit card provider. Hope to have some success.
Do not use hotels.com ever.

Whilst Hotels.com email stated that I had paid for bed and breakfast, the hotels copy did not have breakfast stated. So, whilst this is clearly a Hotels.com mistake, the hotel chose to honor only their copy and would not let us access Breakfast, unless we paid again.

Best hotel customer service? -NOT!

The hotel management asked me to contact Hotels.com. The only way their website allows you to do so is via their cumbersome webpage where one tediously fills out the details. After this how long do you think is reasonable to wait? Well its 2.5 weeks later and they have not bothered even sending an acknowledgement letter!

If their customer service matched the speed with which they took money, they could be good. As it is this is an absolutely crap service. You have been warned!

I book a four night stay in ho chi minh city. The total was around $160 with taxes and fees. I have some free credit nights. The total was $174.02 of my four free nights. They only redeem it only $139 from $174.02 I only pay the taxes and fees about $21.65. Where does the rest of credits goes? They owe me $35. It went missing. I contact with them and they say they have nothing to do about it. It is a simple math. You should give me the rest of my credit to my account so I can use it in the future. Beware of hotels.com. They are bunch of cheaters. Book for agoda. Much better then this website. The 435 goes towards the company and hotels is own by expeidia.com

On 10/9/19 I called Hotels.com to explain my request for a refund or change dates of reservation #[protected] with Dupont Circle Hotel in Washington DC for 10/31/19-11/4/19.
10/9: I spoke with Carl. He assured me he sent a request for a refund to the hotel and gave me a case # of [protected]. I explained my reason for cancelling as 35 counties in California were being warned by PG&E that power would be shut off due to fire dangers. I explained that I wasn't comfortable moving forward with the reservation due to the fire dangers facing California at that point and was trying to cancel the 4 dates and get a refund of over $800. I told him that if a refund wasn't possible, could I change my dates. I'm not sure what was included in his email to the hotel. He told me I should have an answer in 24-48 hours. I heard nothing. So, on 10/12/19 I called and spoke to Liam. He had zero record of my conversation with Carl, no case #. He was very difficult to understand due to his accent, but told me I should hear back in 24 hrs. I heard nothing. On 10/14/19 I called for the third time. I spoke with Josephine. She said she would make the request urgent and would only ask for a cancellation refund. On 10/16/19 I received an email from Hotels.com:
Hi Carol,

Greetings from Hotels.com!

This is an update regarding your cancelation request for your reservation at The Dupont Circle Hotel under itinerary number [protected]. We received an email from the hotel stating that they did not allow to cancel your booking without penalty. With that, we are unable to process your request without penalty as it is the hotel's discretion as to when we can process it. Rest assured that we exhausted our efforts to get their approval.

We appreciate your utmost understanding regarding this matter.

Sincerely,

Mike U.
Customer Support Specialist
Hotels.com

The email doesn't make sense because I spoke to the hotel who contacted the "back office"(Eugene) that said they would charge me for one night and should I want to cancel the other 3 nights I would get a refund from hotels.com.

So, I called Hotels.com and spoke to a supervisor. She was very rude. I couldn't understand her name (something that started with a J). When I asked her questions she kept repeating that the decision was already made and she couldn't do anything. She told me that my reason wasn't good enough. She couldn't tell me if I was getting 3/4 of my money refunded or not. She ended up ending the call and hanging up on me. I called the hotel back and was again told that I was being charged a penalty of one night if I cancelled all 4 nights. The manager REFUSED to send another email for confirmation. She wouldn't even confirm that I still have the hotel or not.

I'm not sure who else to contact. I have been a faithful customer, but after this I seriously doubt that I'll EVER use Hotels.com again. I've lost my faith and trust in the company.

DON'T BOOK A TOUR THROUGH HOTELS.COM! I've used Hotels.com to much success in booking hotels, but when it comes to booking tours, they are a BIG FAIL! We had our itinerary all set and showed up for a walking gourmet tour in San Sebastian, Spain. No one showed. The email contact info was no longer valid and the phone just rang. We got no prior notice to their being an issue and had already paid for the tour. We were unable to secure a replacement activity that day and every one was very disappointed. We contacted Hotels.com, but were told we needed to contact another department. We had wasted enough time waiting for the tour guide to show and in trying to find another option, so I waited to deal with it until I got home. I was on the phone with Hotels.com and their initial questioning sounded like we did something wrong -- e.g. didn't use the tickets, didn't arrive in time, etc. Given they really put a snag in our day, this is maddening. Furthermore, they need to do further investigation to offer us a refund. I'm not impressed with them at all and encourage anyone interested in booking tours to use Viator. They always show up.

Hotels.com has absolved themselves from helping me. They say, "it's my problem." Not what I call great customer service. I booked 8 rooms through them and that's the thanks I get. I won't use them next trip. Their agent told me my room would be cancelled at no charge. The hotel charged me. Hotels.com forgets I'm their customer. Not the hotel's. they need to give me my money back.

I have dealt with hotels.com for several years and this is the first time that I have not been satisfied. I cancelled a room at Comfort Suites in Gulfport, MS and I was still charged for my room. I followed all policies and the hotel not hotels.com will refund me my money. The free cancellation date was October 10th. I cancelled October 7th. After I cancelled it, I was told that I would be charged because the cancellation date was October 5th. I also booked another room and cancelled that one as well. At the time of booking I was also told that the cancellation date was October 10th. After talking to a representative from hotels.com, I was told that I booked the room on September 11th and the cancellation date was September 12th. I was told that I would be charged, yet the hotel and hotels.com resolved that issue. I don't understand and this is not acceptable. Bad business. Someone needs to give me my money.

I made a reservation through hotels.com hotel and it got accidentally canceled. I chatted with several agents over this issue and said no problem checking in and told me I can get a refund for it if I make another exact same reservation on hotels.com. And I got a confirmation email from the hotel and then when I rechatted regarding this, agent said I need to wait for few hours to make another reservation for the same dates and this another reservation did not work even though I kept watching and trying to make reservation on the site.
And they said the only date I could make reservation is on the day I cannot make it.
Because of this, I had to get on 15 hour ride on the bus to get there without hotel to stay. I could look up another cheap hotel to stay but stilll i was embarassed about this. my mom got sick due to a long bus trip. I am very upset about this not able to get a refund and make another reservation.

I spent an hour on the phone being transferred all over trying to ise my hotels.com card i asked supervisors and all n got no where no room after an hour by this time this company shoulda made right by a discount or free nights stay but nope not hotels.com i never have ised this company ever after an hour n half i gave up and im call better buisiness beareau as hotels.com does notcare about the customer or how they treat u wont help u and when asked for corporate all u get is some random gift card num er this was a gift to me its the worst gift i ever received ill never ever book with this company unpolite unhelpful and plain refuse to answer corporate phones. Or help when they themselves have put u throughplain hell all for a one night stay...

I have been trying to gain my rewards for a PAID booking in Spain and no-one in Hotels.com will award my points.

I PAID for two rooms for 3 nights = 6 nights rewards.

I am told as I did not sleep in the room, they will not award me my points.

Legally this is incorrect and their policy they keep spitting back at me does not cover PAID bookings. IT is only for non-paid no-shows!

I work in the accommodation industry and there is a difference. If our clients paid for their rooms - they get their reward points!

I reserved 3 hotel rooms at the Quality Inn in Morganton, NC for October 4, 2019. Upon arrival, I was told that they only had 2 rooms for me and I had a work crew of 6 so we needed the 3 rooms that we had pre-paid for. They only had two rooms. The work crew was all in one vehicle and had to go to another hotel and find rooms where they could all 6 stay at the same location. Quality Inn said that they would not issue a refund because they had the two rooms available and we should have taken the two rooms. That was not possible! They had to all stay at the same location so they had to go to another hotel. I called Hotels.com to complain and ask for my money back. They said the hotel is refusing since they had the two rooms available. I did not reserve 2 rooms! I reserved 3 rooms! I deserve ALL of my money back as we could not stay at Quality Inn Morganton and had to spend more money to stay somewhere else. We have been with Hotels.com for many years and use your company for all of our bookings. WE ARE NOT HAPPY WITH THIS RESULT! We should not have to pay one cent to Quality Inn as we did not stay there because they did not have the 3 rooms that we booked and paid for. Please help me get my $268.99 back along with my reward money that I also used to pay for this stay. The confirmation number of the booking was [protected].
Thank you for your response and help. We would like to continue to use Hotels.com but the result of this will determine that. We own a business and use you all a lot but never again if this is not resolved.
Sincerely,
Karen Lamm
[protected]

When we went to check in on September 28, 2019 we realized the hotel was not in Moose Jaw. During the two weeks that I was on vacation, I stayed in other hotels that I booked with Hotel.com. All were ok but this one. My confirmation # was [protected] and the address showed Highway 1 East, Box 936, Moose jaw. The box maybe in Moose Jaw but the hotel is not. I asked the clerk to cancel my reservation, but she said she could not. I looked for some kind of contact on my reservation and could not find one. This hotel is not only outside of Moose Jaw, but it is also run down. I would like my money refunded for this hotel because it was not as advertized. I have contacted my visa and will be making a complaint. However, I hope you will refund my money before visa takes action.

My name is Mark Kaufman and my son and I stayed there 9/27-9/29. My son was playing in the Las Vegas Electric parade. He is a DJ. We registered Friday night and his show was Staturday at 2:00. On Saturaday we noticed that there were no knobs in the shower. (can't figure out how a room can be given out like this) We called down to the reservation desk and told them of the situation. They told us that they would give us another room. So we had to pack up, wait about an hour and move to another room. Meanwhile it is already 12:30 and my son was in danger of being late. When we got into the room there was only a King bed. We called down to the reservation desk and let them know and again they said that we would be switched to another room. We couldn't wait at that time to be switched because my son was already going to be late. When we got back we packed up again and switched rooms. This was a tremendous inconvenience for us and I asked that our stay be refunded. They told me that because it was booked through a third party that they couldn't do that (which is very convienent). Instead they refunded the resort fee and gave us a food credit. Not what I was looking for as I mentioned that this was a terrible inconvenience for us and my son was late to his performance. As I appreciate the concessions that the Golden Nugget made, I feel that it doesn't even come close to what should have been made. Telling me that there was nothing you could do because it was billed through a third party is unacceptable. Casinos make concessions all the time and take full responsibility for there errors and guests issues. I really do not expect a response back because on your scale this probably is low on the totem pole but I felt that I needed to write this emial. If you need to look up the reservation, we booked it under my sons name... Jason Kaufman through Hotel.com.

I am a regular Hotels.com user and I will NEVER use them again… BEWARE

We used Hotels.com to plan stays for our trip to Russia, Belarus, Lithuania, Latvia & Estonia. When I found out that one of the hotels booked was far below the standards of a hotel you would want to stay in, I went online to cancel (we were within the cancellation period). Unfortunately, Hotels.com "Your Bookings" area of the website was down. I proceeded to use chat to try and cancel. The representative on the chat told me that section was down for them as well and that I would need to call later to cancel, but that our request was logged in the chat. I went back into Hotels.com and booked the correct hotel and moved on.

When I called back to cancel I was told that it was outside the cancelation policy and that Hotels.com would call the hotel and see if it would be ok, to which the hotel rightfully said no. Hotels.com told me there was no record of their site ever being down, or of me having a chat, but that when I was back in the US I could call up and have them look into it.

Back in the US, I called to request the refund. I was again told that their site was never down, and that the hotel said no, so I was out of luck. After some arguing about this, the representative said "let me get my manager". After a brief hold, the manager got on the phone - with the exact same voice as the rep - and stated that he would take the confirmation number from the reservation and have their investigations team search the chat logs from that day and find my conversation, and that they would get back to me in 24-48 hours.

4 weeks later and still nothing. I called again and was told all the same stuff - that their site wasn't down and the hotel said no to the refund. I asked them to escalate the call more than 10 times during the 45-minute call, which never happened, though I was placed on mute for 10 minutes without notice before being told that their site was never down and I was wrong. Finally, after more arguing, the rep said they would get their manager - again, they had the exact same voice as the rep, so I'm thinking there is no such thing as a manager, but rather a really shady policy for customer service. The manager proceeded to ask me full details about what happened, then hung up on me.

sent you all the details . very annoyed and disappointed abut this. have to pay hotel direct.

57 euro paid long beach hotel in newquay cornwall. how can this happen. 3o of September 2019. annoying and frustrating for me. sent them all details. my email is [protected]@yahoo.co.uk. eileen corkery name . at long beach today and have to pay direct. puts me off using a website again.

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When I was booking for hotel Tito last night, the app showed an option to apply the redeeming of one free night and I clicked to redeem.

However at the payment page, it keeps saying there is an error without stating what is the error. It keeps repeating and I need repeated fill in the payment info.

After wasting so much time in repeated attempts, I tried not to opt for the redeeming of night. Finally my booking went through.

I would like to complain the misleading choice of redemption and the useless error message which didn't point or explain the problem.

I ended up not able to redeem the free night which I originally intended to. Wasted time and creates frustration and ended up wasting the free night.

Kindly upgrade the deficiency in the interface and I would like a compensation.

Hotel.com website quoted different price on website for our one night stay in Singapore tonight but I was charged much more on my credit card, in fact I was charged close to 70 dollars more than what I was quoted upon booking. This is deceptive and frustratiing and I will not be recommending hotels.com to anyone. I am requesting a full refund for the stress this has put my family through. Refer to confirmation number [protected]. This has been a terrible event.

I booked a motel in Old Forge, NY for September 21, 2019 check in and check out September 22. The reservation was made on September 3rd. My wife and I arrived at the motel on September 21st and found we did not have a reservation. In checking further the front desk noticed that we were scheduled for September 12-13. We did not book this reservation for September 12-13, we booked it for September 21 to 22 to stay after a wedding we had been to. Hotels.com is putting the blame on the motel we were to stay at. It was not their mistake. It was Hotels.com who made the mistake and booked us incorrectly. Since we got to the motel and found we didn't have a reservation, we also found that they had no vacancy as did most other motels in the area. We finally found one that cost us more than 3 times what we would have paid, which we actually had already paid. We booked and paid for the room for $76.96 and had to pay $246.81 for the room we found. If we could afford $323.77 for a room we would have booked one for that price. I assumed that the booking was done correctly. We are full time caregivers to my 96 year old mother with dementia and have limited time to make our plans. I expect that you will reimburse us for at least the $76.96.
Please respond to Thomas Dickinson at [protected]@hotmail.com
Confirmation # [protected]

I searched for two bookings on the Australian hotels.com page. The URL clearly states hotels.au in it, the Australian flag is present in the top right corner of the screen and AUD for the currency is also indicated. I made two bookings of $270. Then my bank statement had two payments of $400AUD taken from it. I contacted Hotels.com through their online chat service. The agent told me I had booked through the American site and was quoted in US dollars and hence when it was converted to AUD I was charged more. I explained I hadn't used the American site and they clearly have a glitch and I could send screenshots to prove it. The agent just said we don't have an email and you can't send screenshots (pretty poor customer service to not have an email I can send this to to prove your glitch). When I asked what about the fact I've been charged $250 AUD more than I expected and am now out of pocket for that money and that Australian Consumer Law means your prices have to be correct. The agent just said they couldn't do anything other than escalate my concern and wait for an email.