Hotels.com

The ad showing the guy on the loo and his partner in the bath is disgusting and crude and should not be shown at anytime it is neither funny or entertaining but is definitely offensive both my wife and I are certainly not prudish but toilet and bathing habits are private persuits and this oversteps the mark considerably we demand that it be removed from further broadcasting

DATE: 8/8/19
HOTELS.COM FEATURES HOTELS THAT DO NOT WORK WITH THE WEBSITE AND CHARGES CUSTOMERS! WE GOT STRANDED AND CHARGED WITH NO REAL BOOKING EVEN THOUGH IT WAS CONFIRMED ON HOTELS.COM
BOOKING NUMBER: [protected]

RESOLUTION: PLEASE REFUND ME THE FULL AMOUNT AND TAKE DOWN THE HOTEL OFF YOUR WEBSITE IMMEDIATELY! PLEASE CHECK ALL HOTELS IN CHINA TO CONFIRM THEY ARE REAL!

I travelled to Lijiang China and booked different hotels on the hotels.com website and paid for it up front. When I arrived at the hotel, the inn said that they do not work with the website and they didnt have our booking! Luckily they had a free room available and we had to pay out of pocket even though Hotels.com had already charged me. HOTELS.COM FEATURES FAKE BOOKINGS AND HOTELS THAT DO NOT WORK WITH THEM AND THEY CHARGE CUSTOMERS! AND THEY MAKE IT EXTREMELY DIFFICULT TO GET THE CHARGES RESOLVED! THIS IS ILLEGAL AND FRAUDULANT! NEVER BOOK CHINA HOTELS ON HOTELS.COM!

I had 'free' nights accrued with hotels.com. When I tried to make the booking online it implied the value of the free nights would be given, but for some reason the booking wouldn't process so I phoned their customer service. The lady in customer service processed the booking over the phone. It should have been free nights and 1 night paid for (booking is a total of 3 nights).

Afterwards, I saw that the value of the free nights was not deduced from my booking properly. Instead they had charged me full rate for 1 of the nights, and I was charged for part of each of the 'free' nights, plus I had apparently fortified part of the value of one of the free nights! When I complained they told me it's in the T&Cs which are, for them, conveniently hidden on their website. This information was not given to me when I made the booking which I think is completely unacceptable!

They should not be allowed to advertise "fee" nights if they nights are NOT free! And they shouldn't be allowed to hide this information on their website and not tell customers who book on the phone!

I Scott Thomas Noble recently booked 2 nights accommodation on the 10/02/20 to 12/02/20 at Sky Heart Hotel Koiwa Japan payed in full $124.97 via Paypal 31/07/19 . Confirmation no- [protected] . Case ID : S [protected]
We advised Hotels.com of a change in dates on the 04/09/19 with ARKAV to the accommodation @ Sky Heart Hotel Koiwa from the from the 11/2/20- 13/2/20. I was told not a problem there shouldnt be an issue. Well it is now the 11/09/19 and still no confirmation of the change of dates. I have contacted MOHIT on the 6/9 and again please wait 24hrs to this to be resolved still nothing, then again contacted Elen B and the reply is that "we" are having trouble getting a confirmation from Sky Heart Hotel. So I rang Sky Heart Hotel Japan and they confirmed my intention of changing dates and had been in contact with Hotels .com. But still you deny any such conversations with Sky Heart Hotel. Now I again spoke to Hotels.com on the 8/9 with Gaurav and still was told there has been no contact with Sky Heart Hotel . Now I have rang today 11/09/19 with Debacich and still no confirmation or resolve of this simple task of changing one day! This has been going on now for over seven days? and still no confirmation. What seems to happening at Hotels.com for this blatant disregard and waste of time to me and a simple change in booking dates. You are causing pain and stress to such a simple task and Iwas going to book my whole months holiday in Japan through Hotels .com but now have serious doubts in your professionalism in arranging any accommodation for me and others. Yours Sincerely Scott Thomas Noble 11/08/19

I recently booked a stay at a Hilton hotel in NYC using Hotels.com. About 3 minutes after making the reservation I realized I had chosen the wrong Hilton and I wanted to stay in the same hotel as a friend. The hotels.com representative I called said they would try to negotiate with Hilton and put me on hold. They told me sorry, but Hilton would charge me one night's stay to change the reservation. I've since been in touch with Hilton and I've found out that Hotels.com just flat out lied. Hilton is happy to change the reservation but it's at the discretion of the company that took the payment, which is Hotels.com. I wonder how many people fall for the "I'll call the hotel routine". You know a bad business when they are interested in a short term gain of a few dollars over the long-term retention of customers. I will never do business with them again, even if the hotel was free.

I used the hotels.com app to book my hotel stay so I could collect my points towards a "free night." I also used an outside coupon which saved me around $27 dollars. I tried applying the coupon from the hotels.com app, but was unable to. I therefore called customer service to help me with this booking. The customer server rep tried to apply the hotels.com coupon but also was unable to. He then suggested rebooking the hotel through him to use the coupon. I asked, "is there going to be a penalty for me to cancel and rebook this reservation." The rep said, he would check with the hotel and get back to me.

The rep then placed me on hold, to call the Cove Haven resort to inquire about penalties, if I was to cancel the existing reservation. After what seemed like an eternity, the rep return to the call and told me, I could cancel and rebook to use the hotels.com coupon, which would save me only $19. At that point the rep also told me, I could only apply one coupon. I then told the rep, I would keep the larger discount coupon.

After my stay at the Cove Haven Resort, I called hotels.com to add my nights, (because my points were not added for the last hotel I stayed at in Myrtle Beach). I was then informed that my booking did not entitle me to any points towards my free night. I was very upset by this information.

If the rep had advised me that using the larger discount coupon would invalidate my two nights towards a free night, I would not have used the $27 coupon, I would have used the $19 coupon. I am very upset because I called hotels.com for guidance with my booking. I was not given proper guidance. The coupon issue is something that the rep should have advised me about. When I called to complain about how my booking was handled, I was told that the coupon policy is in the fine prints on the website. That is understandable, but if I called for help with the booking, I should be informed of this fine print. I believe, a part of a customer service job, is to help customers who are obviously having difficulty with the product and to suggest or to guide the customer to the best possible alternative. I did not get the best customer care from hotels.com. Consequently, in the future, I will take my business to the other booking companies where I believe the customer service reps will be more knowledgeable of the product and will be able to provide me with information about the service which will be in my best interest.

Hello my name is Monique camacho and i been a loyal customer for over 5 years and i even have 5 accounts and one corporate. Now i been having a bit trouble trying to cash in my free rewards night and for some reason i can't and neither can your team when i call. Now i tried so much that ive giving up and stopped trying. I have 13 night's now in reward nights and proof that i had to go another way on my own, so i have a receipt for 5 nights. Ive also been told that maybe its my credit card so i bought 3 different ones and my sister bank account so that cant be it.. Im really upset and not feeling hwlp when i need it. The account email is [protected]@gmail.com number [protected]. Hopefully i get good newa from u .thanks and enjoy your night

Hello, I booked 2 rooms at Admiral Sims house in Newport RI.
I booked it after reviewing the hotel on hotels.com and the pictures .
When arrived the rooms where not st all or even close to what I seen.
My wife and sister didn't want to stay there a minute.
I looked again of the pictures on hotels.com and there's nothing to compare there for we left and we are now driving 4.5 hours back ton Philadelphia instead of getting a good night sleep.

Confirmation number - 8104867954769. Check in, Tues, July 23rd, 2019 to Friday, 26th July, 2019. 3 nights, one room, one person - Ms Gaynor Moore. Cost £482.00. 'Wifi available' advertised on Park Central Hotel website, so I booked the room. NO WIFI WAS AVAILABLE THROUGHOUT MY STAY. I had been given a room in the basement and there was no signal - see evidence attached. Upon arriving at this hotel, while in reception, I received a call from my sister to say my elderly (90 years) father had fallen down some steps and was in hospital badly bruised and shaken. I was shown to my basement room, room 105. I could not call, or text my father due to no signal, which was very frustrating and upsetting. That evening, I went up to reception (on ground level) to make numerous calls and send texts, approximately 8 times. I complained and was told, the Hotel would contact the service provider. I NEVER HAD A WIFI SIGNAL FOR THE WHOLE OF MY STAY. It was so upsetting knowing my dad was in hospital and I couldn't speak to him or text him from my room. I was in tears on several occasions with the stress. Reception were not able to sort out the problem. There was also a very poor TV signal. I kept losing the picture from the main TV channels and the picture kept pixelating so I couldn't even relax and watch TV in the evenings. I had gone away fro three days to relax and unwind as I had been through a very stressful time and not had a holiday / break, for several years. I left the place feeling worse than I did when I arrived. Incidentally, on a health and safety issue, the lift didn't settle on the same level as the ground, so there was a 20-30mm step. I tripped and went flying out of the lift onto my hands and knees. I complained to reception and also showed a maintenance man. This issue continued for the whole of my stay. I told reception there was no way I was paying full price for my stay. They offered me a £60 reduction. I said not good enough, I want at least 50% off. They said the best they could do was £100 off the bill. As the hotel refused my '50% off' offer, I am now claiming a full refund for the upset, distress and fall I encountered. I have taken advice form WHICH magazine and been made aware I am entitled to make a claim. I have numerous photos of mobile phone screen savers, saying no signal, unable to send etc etc I have phots of TV saying NO SINAL and also photos of TV pixelating images. I also have photos of uneven lift level / step. I will attempt to add all evidence to the 'Add Photos' section below but am not computer savvy so might fail. The hotel manager was well aware of my phone evidence because I showed her. So too, was the assistant manager, Stephanie, who witnessed me distressed and in tears on several occasions (Stephanie was kind, thoughtful and caring, and although she tried hard to resolve the issues, the problems were outside her jurisdiction). No wifi, intermittent tv, dodgy lift. I hope you can resolve this for me. I wrote extensively about these issues of this hotel on Google Maps. Mine is the first review to come up, with photo evidence. Thank you for your help. Ms Gaynor Moore. (I have all hotel paperwork, including offers of £60, then £100 discount) Application for FULL REFUND.

July 29, 2019
Dear hotels.com,

This letter is a formal complaint regarding my experience with hotels.com.

On April 28, 2019 I booked a 4 night stay (Check in June 27, check out July 1 2019) in Indianapolis for the Clarion hotel, through hotels.com. That confirmation number was: 8109671060197. I agreed to be charged $295.76 at the hotel.

On June 24th, I needed to add one more night to the reservation. I understood that adding the additional night, would not be at the same cost as the nights I had reserved on the existing reservation. When I added the additional night, hotels.com redid the entire reservation at the higher rate and would not allow me to keep my original rate per the above confirmation. The new final price was $678.58. I immediately called hotels.com to explain and request my original confirmation be honored, I first spoke with Wendy who advised there was nothing she could do. I requested a manager and spoke with Kevin who placed me on hold to see if there was anything he could do, then came back on the line to apologize and let me know there was nothing hotels.com could do. I asked Kevin to cancel the entire reservation as the rates doubled the original price.
The purpose of this letter is to formally complain about the hotels.com system and the lack of support I received when calling in about the rate change. I am looking forward to receiving a response providing your resolution to this matter.

Sincerely,

John Tolliver
[protected]

I recently had an upsetting experience with the front desk staff at the Embassy Suites by Hilton in San Luis Obispo, CA. They had screwed up my reservation and during the conversation to rectify the problem, the staff member bad mouthed the fact that I had booked my room through Expedia and said I should book directly with them next time (not that there will be a next time after the way they treated my family). He basically used this as a reason that they couldn't fix their own mistake!

Obviously, I have no idea what the relationship between Hotels.com/Expedia and Hilton Hotels involves but I would want to know if a company I had an affiliate relationship with was mis-treating my customers. Also, after reading the reviews (after the fact), I noticed that another customer had the same problem this month (and they have a child with a disability, as if their life wasn't tough enough already!) - here is what they wrote:
"once the front desk saw that I had booked with Expedia their whole demeanor changed. No pleasantries, or welcome, just an "oh you booked in Expedia, " and poor customer service from there."

I won't go into the details of the whole incident unless you would like them, but I hope you get it fixed because they are making your customers feel very unwelcome! I apologize that I did not get the name of the person involved, but there were 3 people working the front desk on Thursday, July 25th at 6:30pm. The most junior of them was a lovely young woman named Claire, she was trying to help me but got overruled by the other 2 who used the fact that I booked with Hotels.com as a reason not to upgrade me to a room which I had offered to pay the difference for (they said I could make a new reservation though, so obviously the room I requested was available).

Thanks, in advance, for reading this.

Kind regards,

Jennie

I have used your web site several times to book rooms with gift cards. I have been calling everyday for a week trying to talk to someone that can help me . Each time I call I am transferred to a department that can't help me ..don't know what to do ... Transfers me to the same department I just spoke to... Or I get hung up on. I have had a gift card I used twice and had a remaining balance of 18$$ I have somehow misplaced it. I don't have the number wrote down however I do have my emails from y'all with part of it as well as the confirmation number surly there is a way for me to use the remaining balance of this gift card through y'all since I book through you. There has to be some record of my account history. Furthermore.. I would like to stress to you how aggravating it has been just getting someone on the phone to listen. One time the man on the line said he would look up my account and hadn't even asked me my name or info. Thank you for your time..any help in this matter will be greatly appreciated.

Sincerely.
Lyndon Wesley Mchargue

reservation details:
for 4 people
2 rooms
19/7/2019
at Lenny hotel, Geita, Tanzania
confirmation no: 160670366972
on Noah Gal Gendler (1st room)
and Ido Ben Eliyahu (2nd room)
reservation was not respected !
when we arrived to the hotel we were told that they do not work with you at all(hotels.com), there is no reservation for us and no payment has been received.
after lengthy arguments we were sent to a very poor substitute that did not serve us well, especially from security point of view
please check and inform us asap
respectfully,
Noah Gal

Okay the first time booking with you guys ? It took you guys about 3 hours to fix a mistake y'all made we didn't check in until about 12am and how to check out at 12pm Which was very disappointing we were out all night and I have recent live chats about this compliment nobody never gave me a call back a half off or anything for this we barley got sleep ! Never knew you guys were so unprofessional we didn't even get our collect night second time it was okay with Checking in but the beds were itchy kids were screaming from the indoor pool at 9 or 10pm at night which was highly annoying .

We scheduled a trip with two other couples. We canceled on June 15th. Both of those couples have been refunded by using the insurance we all purchased, but we have not. Every time I call I am told a supervisor will call me back, but they do not. They say they can't access my information because it says error. I need my refund as it has now been over a month. You refunded the flight change fees, and the transportation to airport and resort but won't call me back about the resort. I have filed a claim myself with the insurance carrier and will report you to the Better Business Bureau. This is unacceptable as I wait on hold each time I call for 50 minutes to an hour and get no results.

I booked a hotel stay through hotels.com and despite 2 weeks of phoning up requesting a refund due to poor customer service and disgusting hotel room I am still waiting.on numerous phone calls I was told I would get a refund then told I wouldn't be! I am not happy I will be fighting this to the end along with reporting hotels.com if this isn't sorted as you have supplied false information an taken my money for a dirty hotel I am shocked by the service I have received

My husband and I went to St. Louis on July 12 & 13 to have a great time and see family. That was quickly not happening when we got there to check in the lady at the desk asked if we had a reservation, I gave my name. She looked us up and said we have a problem you're on the 2nd floor no elevator. I said I called and talked with someone in this office and I told that I am handicap no stairs she said there was an elevator she would make sure I had a first-floor room they can put us in. Desk clerk said it not on here. I looked at my husband said now what, the desk clerk said let me see if I can change something for you. So, I sat down waiting then she found a room 112. We went to the room and first thing that happened TV would not come on right my husband went to the desk and the clerk came and showed him to push input. Every time we turned it on, we had to push input that we didn't like but my husband said we can live with that we won't be here that long. Then he tried to turn on the light they would not come on. Then he finally got 2 light on but the two by the bed would not come on. Then one went so only one light. Up to the desk again and she said there was a switch use it. Still only 2 lights but we had to meet up with family, so we left. The desk clerk told my husband that if I did not want to walk the long way take the side stairs not far. So, we went to the side door and I started up the stairs which was hurting the whole time the stairs had leftover glue they were putting new tile on the floor. That made it harder to get up because you stick to the step. Then when we got back late and went into the bathroom tub had dirty footprint on the floor there was not enough towels only one bath towel, a couple of hand towels and one washcloth. Now it time to go to bed looked at the pillows they were lumpy and only 3 on a king size bed. In the morning we went to the breakfast there was orange juice, coffee and waffles no more, so we had to go out for breakfast. Your picture on your site is not right it is old and need of repair. I did not have a good time and I feel that some compensation should be made but I will not stay in that hotel. I hope to hear from someone about our stay.

[protected]
City center inn & suites
240 7th ave San Francisco
Room 130

I want to say I called and asked to get a refrigerator put in the room they told me they do not have any and don't offer that which In their description it says you can get one now, no refrigerator I don't know why they won't give us one which I find so wrong to have it in the key facts and tell me no I will never stay here again I booked it because you could get a refrigerator put in s room . This is misleading and dishonest of them

I am having an impossible time trying to change my reservation from a 5-night stay to a 4-night stay with Hotels.com

I have never run into an unhelpful situation like this before. I made a hotel booking with Free Cancellation. On the confirmation screen, I was told that I could "change" my booking within the Free Cancellation period (up to 20 July). However, this was totally misleading.
After MANY calls ( speaking to 3 different people, including a Jacklyn M in Central America) it appears that what is meant by "change" is, that they will cancel the existing reservation and then re-book with new rates. This is not clearly stated in any wording or booking confirmation information.

Unfortunately- the hotel is fully booked. SO despite the fact that I want to REDUCE the number of nights for my stay- I was told that this process is impossible.
The hotel says that they cannot change the reservation because the booking is through Hotels.com- but all they need is an email amending the dates.

I am so frustrated at this point and wondering why Hotels.com refuses to sort this out. I am sure it is a scam to get extra money from people. Specifically- if someone books months ahead the price will be cheaper than if they need to rebook (i.e., a 'free' change on hotels.com) at current prices closer to the date of stay.

I wanted the price that was on my reservation and he told me he could not do it so she was going to charge me $76 and I read was 5999 and he said after the full price went through he would refund my card I told him I'm not going to do that and he told me that customer service will call me within two hours cuz they're going to investigate my card I said there's nothing wrong with my card why are you going to investigate it and I need to check in there going to kick me out he said sorry I'll call you in 2 hours I'm tired of customer service doing this to me I've been credited two times this week because of their negligence and I'm tired of a customer service.