Hotels.com
reviews and complaints

I booked a property in Lexington, KY and after a nine-hour drive, we arrived to find no electricity at the property, due to a storm. I attempted to have a conversation with a customer service representative, but she was only interested in following her flow chart and simply couldn't secure me a refund and cancellation because she was unable to reach the property via telephone. I suspect the property's PBX phone system is electric and its battery backup power had run out. The CSR had absolutely no time for me when I offered this as a potential reason for her not being able to reach the property. I was told the reservation was cancelled and the funds would be refunded to me, after she could verify the property had no electricity. Condescension is not a characteristic that should be exercised during a CSR's phone interaction.

Ive been using Hotels.com since 2014. Ive just been reading the reviews on this site. I have never had a single problem with Hotels.com. Theyve given me vouchers when a hotel Ive stayed in had their pool out of order, the main reason I chose the hotel. Ive never had any issues with a single reservation. Im going to Europe in 2018. Ive booked 35 hotel room nights through them.

I also like that you get a free night for every 10 nights.

As I delved into the reviews of Hotels.com, I encountered a myriad of contrasting experiences. While some customers praised the platform for its ease of use and great deals, others expressed frustration and disappointment. One customer highlighted the misleading information provided by Hotels.com, leading to a booking mishap. On the other hand, a different user commended the platform for facilitating a smooth booking process for their trip to Cape Town. However, issues such as unhelpful customer service, cancellations without refunds, and technical glitches were recurrent themes in the reviews. It seems that Hotels.com's service quality varies greatly, leaving customers with a mixed bag of experiences.

The room was spacious The bathroom was spacious and comfortable and very clean. All in all the cleanliness was perfect by Ibrahim highly recommended.We spent wonderful vacation, everybody was so nice with us, everything was so clean. We especially want to thank your housekeeping team who did great job and made our vacation more interesting. Especially ibrahim his ready on time to give us excellant service. Excellent hotel with excellent location, extremely clean & comfortable. Upon arrival we were warmly welcomed by the friendly reception staff. The best part of the hotel are lovely, friendly people who care about their guests!

I needed help with my 3 x hotel reservations in Italy and I used the online portal to chat with a member of staff at Hotels.com The most helpful male called Jonathan Brylle popped up and was so helpful. He was very polite, asked me what my issue was and then proceeded to ring all 3 hotels to talk to them about the issue. He kept me updated throughout and then proceeded to email the hotels who hadn't picked up the phone. I can't fault Jonathan at all. Can honestly say he was the most helpful customer service person Iv come across in a long time. Jonathan, if your reading this, although we didn't get the most helpful outcome, the fact you tried says a lot about you and your strive to help others in life. Thankyou

Hotels.com has been a go-to on a few occasions simply because in doing a general search, they happened to offer the lowest rate for where we wanted to stay. This weekend, however, we had made a non-refundable reservation through them and thought we'd lose the full cost of the room, being that I felt under the weather and chose not to travel. Without much hope of receiving our money back, my husband contacted hotels.com and asked if we could move the date of the reservation. The agent not only said she would do so, but offered us the choice of canceling or having the change-fee of $89.00 waived. THIS is how every company should operate, and in doing so, they've earned our business each and every time we travel going forward.

I have to say I'm honestly shocked by what others have posted about Hotels.com! I've had nothing but GREAT experiences with them. I've booked several times. I reserved 5 rooms for a weekend trip with my scout troop. I reserved a total of 12 nights in Italy in 5 different hotels. Twice I booked one-night stays. I've had to cancel other rooms too.

The rooms are always what I booked and paid for online. I never have an issue checking in. Cancellations are always refunded within a few days. The policies are all spelled out for those who care to actually read what they're purchasing. They have the best prices. The property reviews are very helpful. It's easy to message the properties thru the website to ask questions or confirm details about reservations.

Now I always use them. I have current bookings for FL, TN, Amsterdam and Basel!

I was a member of travelocity for over 7 years and never got any discounts like hotels.com does. Iam a big. When it is comes to. Traveling and hotels. I have read some people review about hotels.com. We have to understsnd it is jist not hotels.com simce i was in hotel managment business for 6 years and most of the time it is hotels them self does things which hotels.com and customer get sqeezed in cause after all hotels.com try to do things in better way but these hotels individual owners and careless frontdesk clearks and mAnagements make decesion without the clint site who is been there to give them business. As far as my experiance with hotels.com is been great then the other travel clint websites like charging all kimd a fees or not cancling the room under24hrs etc god i have stories. But hotels.com has been takimg care of me and been very corprative. All i have to say thankyou to them as far as my experiance. Great site with tons of opportunity with lots of rewards im just a silver member and im. Already geting amazing deals i cant imagine and cant wait to be golden member and get pamperd by them. Thank u again :)

Supposedly booked a room with hotel.com at nearby hotel for my daughter's wedding. Weird booking site wanting name of both parties staying at hotel. Never got a confirmation. When calling hotel morning of wedding they were unable to locate reservation forcing me to pay for a 2nd room. The day after, I received my credit card bill showing the first reservation made weeks earlier. When I call the number they said it was reservations.com not hotel.com and after 2 hours and no resolution they told me to call Expedia. On day 2, still no resolution - they flatly refused to deal with me telling me it was my fault. Holiday Inn Express stated they have had numerous problems with this company and incorrect bookings. As it turned out Reservation.com took my husband first name as name on booking and then added anomyname to last name of booking making it impossible for hotel to retrieve. Got no assistance from Hotel.com, Reservations.com or Expedia. Crystal, manager from Reservations.com was EXTREMELY rude and I was told point blank they would not try to resolve and it was my problem! They would not even deal with hotel manager direct! On day 3 I tried to call again and after asking my name the HUNG UP! Will never use any of these web sites again will go direct to hotel... this should be investigated by BBB! Thank you Rachel from Holiday Inn Express for your compassion and assistance

i booked a 3 day stay at a hotel. had a offer for 30% off the stay Hotel,com said in a email they would give me the discount after my stay i have emailed them, and called them still have not fixed it

After using this service without issue for over a decade we are now encountering problems in reaching customer service and with dishonest, bait-and-switch tactics on the website where one selects a room and rate based on a cancellation date only to have that day change on the confirmation page. Sneaky, dishonest, costly.

Hello, I have been in contact with Hotels.com regarding vouchers that were given to be due to covid pandemic travel restrictions. I called and notified them that the hotel is still closed and the expiration date on my vouchers will have passed and hotels have not been open. I have been told twice that I will be contacted by Hotels.com special teams. I have not received any sort of follow up communication as promised and do not want my many vouchers to expire.

In previous years, I have had very good luck using hotels.com. During recent promotions, I have had terrible experiences. The double stamps promotions (2 different times) expired before the date/time. Telephone customer service instructed me to book the room and they would open a ticket to get the issue corrected. The issue was never fixed. The telephone customer service agent was polite, but generally unhelpful. In fact he gave m bad advice. I caution anyone who uses any of Expedia/Hotels.com companies.

I am a traveling medical professional. I've been using hotels.com consistently since the beginning of this year and look forward to my rewards nights. I currently have 3 rewards nights that have been locked since September 28th with no explanation why. I spoke to BOB October 15th and he stated that my rewards will be unlocked in 7 days. I asked him why were they locked in the first place and he never gave an answer. He put me on hold continuously for 1 hour only to say there are system updates. He asked to call me back and I said okay but first give me a case #. He said okay, put me on hold, and said he couldn't because of system updates. I asked to speak to a manager and he said he couldn't transfer me because of system updates. What does system updates have to do with transferring me to a manager that can help me. He once again asked to place me on hold when I declined his offer to call me back in 15 minutes. After 2 more minutes of being on hold he hung up on me. I will not be booking with hotels.com again

I've been using hotels.com for years as I work away from home and usually stay in hotels 4 nights a week. But this past weekend, I reserved a room for a Friday night. When I arrived at the hotel, it had recently been sold and closed for renovations. I contacted hotels.com, the representative told me they would contact the hotel to work on a refund. But as the hotel is mid-renovation, there is no hotel employees currently working at the hotel. So they couldn't get anything figured out. I cancelled the room even though it was non-refundable, and representative said they would have other attempts made to contact hotel (which won't be successful being made they have no employees on staff currently) and I would get an email within 3 days. Heard nothing and not contacting them again as their customers service is ridiculously slow. It's not worth my time or energy. They sold me a room to a closed hotel and no I can't get a refund? This is the first time I've had an issue with them and I've used their service hundreds of times. But seriously, they could do better with this one.

Hi. I booked in June one of my many hotels rooms for a 14 day trip to Hawaii with hotels.com . I wanted to change one of my bookings by cancelling one night it is for 2 rooms. I want to obviously keep my same rates , so instead what Hotels.com wants to do is cancel the whole booking. Re nook the new rates which Is almost 6 months later and clearly much higher rate. I have called 3 times and spoken to 3 different agents. When I ask for a Manager they tell me there are no Managers. One of the agents told me no problem we can do this but we must get the hotels permission. So I waited on hold , all to be told no Manager on duty. They will contact a Manager and get back to me. Of course no one got back to me. So I called hotel and they are more than happy to cancel the night and honor my same price. It's in the record of the Hotel. I call Hotels.com again and they again repeat the same story that they can only cancel and rebook. Basically all they are trying to do is rip people off in stead of honoring the rates they offered. I simply want to cancel one night and leave the rest of the reservation the same.

Problem solved and I wanted to change my previous review, but how? So I guess I'm gonna just leave a second review on this platform.

Well, I had a hotel reservation NON refundable, but due the coronavirus outbreak the hotel that that I reserved decided to void any cancellation fees. I contacted Hotels.com and after some fail attempts trough the phone line, I decide to try the chat. Chat was challenging, most of the times it was collapsed, other time the waiting time was 13 hours and the last time was 4 hours and I decided to wait the 4 hours It was worth. The agent was able to cancel my NON refundable reservation and honor the fees because the hotel NEW policy on coronavirus. I got my refund and I was very happy. Yes, I waited a lot, I got frustrated because the phone line was collapsed, because the chat also collapsed; BUT what are we expecting? everybody is calling them. I have no complains and a neutral-positive review.

Hotels.com helped me get an unrefundable payment on a hotel moments after we made the purchase, because we couldn't book a ferry to the hotel. The chat lady was amazing. She even got the penalty waived.

I have a bunch of free nights but I can't log in because the only option is that they send a verification code to the retired email which is inaccessible.

Repeated calls to customer service have done nothing with them stating to me they don't have the ability to change it and

Just about the worst login system out there and obviously, it was done to screw people out of already-earned free nights

Reference - [protected]

Hi

I booked to stay at the transit hotel in Mumbai transit airport - See above reference number.

I messaged the hotel several times informing them of delayed flight times however didn't receive a reply. When i eventually arrived at the hotel and asked if i could have a cheaper price especially as i only had 4 hours before my next flight they refused so I didn't stay there and left , I certainly didn't authorise them to take a payment from my Barclaycard which they did !

I emailed them and they said i needed to contact you for a full refund. I have also spoken to Barclaycard and they said the same thing as id booked the room through you. Please can you arrange a full refund

Regards

Steven Aston

One June 8th my son was involved in a terrible bus crash in Atlanta. I made reservations with Hotels.com near the hospital where my son was being cared for. I requested two beds and when we got to the hotel Best Western only had single King rooms. I told them we couldn't stay there since my son was injured and we had three people. We went to find a new room. I tried to get my money back. Here is the excerpt from hotels.com. I will never use them again.

Ruby: Hi, my name is Ruby.
Ruby: Hi, Dawn.
Ruby: How can I help you with your billing concern?
Me: On Thursday the 8th of June my son was involved in a serious bus accident in Atlanta. We had to rush over there and before I went I used hotels.com to reserve a hotel near his hospital. I needed two beds because he was injured. When we finally got to the hotel after midnight I was told the room only had a single king and there no rooms available with two beds. I had to find another room late at night. I am requesting the money I spent on the Best Western hotel room be reimbused to me.
Ruby: I'm sorry to hear about your son. I can see the details you entered. Give me just a moment to pull up your booking.
Me: We never checked in to the hotel
Me: Best Western Hotel
Ruby: Thanks for the details. Please bear with me.
Ruby: I need to call the hotel. Would you mind waiting for 5 minutes? If it takes longer than that, I'll let you know.
Me: OK
Ruby: Thanks.
Ruby: Just to let you know, I'm still speaking with the hotel. Thanks for waiting.
Ruby: Thanks for waiting.
Ruby: I'm sorry. Ive called the hotel to get refund approval, unfortunately they were not able to grant our refund request.
Me: If you cannot grant me a refund I need to speak with your manager. I was not given the room I requested, I did not stay at the hotel and I want a refund.
Ruby: They are claiming that you informed them that you will cancel your booking but you were unable to do so. As much as I want to process your refund request, however, I am unable to do so as the hotel is firm in imposing their policy.
Me: They told me I needed to go through you
Ruby: Let me go ahead and look for another option here.
Ruby: Pleas bear with me.
Me: I called hotels.com right after I got off. My son had just been through a traumatic accident. Hotels.com put me on hold for over 10 minutes. I needed to find another hotel so we could spend the night.
Ruby: I understand how you feel right now and I appreciate your situation. Please stay on the line while I'm looking for another option here.
Me: http://abcnews.go.com/US/wireStory/latest-alabama-girl-17-killed-georgia-bus-crash-47935295
Me: Here is the information on the bus crash.
Ruby: I understand and I'm sorry to hear about your son's accident.
Me: I appreciate your understanding but that is not why I am on this chat. I am on this chat to get a refund for a service that was not given.
Ruby: Please bear with me while I'm addressing your concern.
Ruby: Thanks for waiting.
Ruby: I'm sorry. I've exhausted all efforts to process your request. However, please understand that the hotel is imposing their policy. Even though we could not get refund approval, I would like to offer you a coupon 80 USD for a future booking with us.
Me: I want to speak to your manager
Ruby: I understand that you would like to speak with someone else, however, they will have the same tools and same information as I have regarding your reservation. Any person assisting you would only be able to do the same things that I am doing for you.
Me: Send me an email stating that fact. I will working through my credit card company. I will not be paying this bill, I will make sure and let others that are thinking about using hotels.com know what kind of service you offer, and I will never use hotels.com again.
Ruby: I'm sorry. I do not have the capability to email you with your request. As much as I want to process your request, however, I am unable to do so. Please be advised that your booking was already non-refundable and it was agreed upon booking. If one of our customers has an unsatisfactory experience during their trip, we want to take the appropriate action. We encourage our customers to contact us from the hotel if the accommodations are not satisfactory upon arrival. This enables us to attempt to find a resolution at that time.
Ruby: I understand your frustration and I apologize that I'm not able to resolve this issue to your satisfaction.
Ruby: I'm sorry I couldn't help you. Thanks for getting in touch.

Never use this site to book a hotel. Use any other site except this one.

I booked a hotel using their app for 5 days in Tennessee. Before the check in time we received a call from my ex wife stating that our son, that I had just been around had tested positive for Covid-19. We immediately called hotels.com and informed them that in order to avoid exposing other people, we were being instructed to test ourselves and quarantine until we received our results. Hotels.com put us on hold to inform the hotel of the situation and to see if they would waive the fee and give us the full refund. Timbers lodge approved the full refund. They took us off of hold and let us know that we would receive a refund within 24 hours to our original form of payment. We let them know that we used Affirm to book a hotel and it was a one time use card that could not accept refunds. At that time we asked for the money to be issued on a hotels.com gift card that we could use at a later date. The employee said that was fine and that it would take 24 hours.

12 hours later we called again to check the status of our received a refund, they kept hanging up on us and telling us they could not give us a refund. I then spoke to a gentleman for 58 minutes at midnight and he said his manager would be calling me back in 30 minutes. I waited until 2:53 AM to call back because a manager had not returned my phone call. I was on the phone for 42 minutes and got hung up on. I called back at 3:37AM spoke with a gentleman for 25 minutes, he reassured me that his manager would call me in the next hour. I stayed awake all night long and never received a phone call until 11:49 AM by a manger named Mitzi G. She reassured in her voicemail that she would contact me back within 1 hour. I never received a phone call. I called back at 3:02 PM and was hung up on again. I called again at 3:04 PM spoke with a gentleman for 42 minutes, he put me on a three-way call with a manager that did not provide his name or ID number. He argued with me, I once again explained our situation, he reassured me that within 72 hours a refund he would issued to use directly through hotels.com.

We called the next 2 days just to follow up to ensure that we would get our money back within 72 hours through hotels.com and the employees both confirmed.

After 79 hours we called because we had yet to receive our refund. After being on the phone for 2 hours, speaking to multiple managers, and providing them the exact date and times of phone calls they are said it would take 1 to 3 business days to investigate the situation because they do not issue refunds on a gift card. We finally got in contact with James ID#: [protected] who argued with my fianc?e and did not want to help us until we had to mention my fianc?e's health condition. Once my fianc?e got on the phone and told him that he had a brain tumor, that everyday could be a last day, what he had been through already with hotels.com and they were causing him anxiety and stress is when James finally decided to try to resolve the issue. He guaranteed we would receive a coupon with the full amount within 24 hours and that he would personally be calling us back once it was issued. We had to call once again and the first man we spoke to Yuri who refused to give us his ID number, said that he had no authority and could not transfer us to a manager and shortly after hung up the phone. I called again and didn't even finish telling them the situation when they hung up for a second time. Finally after 6 phone calls, I got in contact with a young lady that was able to transfer me to James. After having to re-explain that they money could not be refunded to the original form of payment he finally issued coupons for $325 when the actual amount was $328.03 but we left it alone after all that we had been through. What took him 5 minutes to resolve in our last conversation took 6 days and 8 and a half hours of being on the phone or on hold with hotels.com.

I do not understand why they had to be so difficult and rude throughout this entire process. Something so simple, that the hotel approved a refund for in a matter of minutes took over 6 days to complete. We are Gold members due to the amount of bookings we have made using this site and this is how we were treated. I can't imagine how regular customers are treated if this is how you treat your gold members.

Save yourself the trouble and book through another hotel site.

My email is ***@gmail.com in case someone from this company wants to double check that all the information I provided is correct.

I stayed at your hotel from 10-13 November.

I had breakfast included in my booking.

When we checked in we were told the breakfast ran from 8am.

We knew we had to leave the hotel at 7am every day so asked if we could get a refund.

We were told to speak with Booking. Com.

I have been chasing Booking. Com for the refund and they have said that the hotel is responsible for the refund.

They have offered me a gesture of goodwill, see below, but the breakfasts were £7 each for two people so that's not enough and it's not a refund.

I would like a refund for the breakfasts please.

My email address is [protected]@gmail.com

I was told by phone to Hotels.com from Mark (supervisor) on March 28 he would credit my rewards account for the stays inVictoria hotel itinerary [protected] for 4 nights and the Park Regis Hotel itinerary #[protected] for 3 nights. The correct no. of nights was NOT added to my rewards. He advised that because I was a loyal silver star client he would add these stays but he did not,

On August 4,2014, I noticed a charge from hotels.com on my Mastercard account dated July 25,2014. The morning before, July 24,2014, I had been looking for a hotel reservation on hotels.com for Birmingham, Alabama for July 28 ? 31,2014 at the Hampton Tutwiler. I did not receive a confirmation email, so I called the Hotels.com customer service number, ***122, at 10:14 a.m., and spoke to a gentleman. This person was given both my telephone number and my credit card. He said he could not find a reservation for me. Therefore, I understood that no reservation was made for the Hampton Tutwiler. He also asked if I would like to make one then reinforcing the fact that I DID NOT MAKE A RESERVATION WITH YOUR COMPANY. I did not have the time to redo the reservation at the time and said I would do it on-line later. I did not. Since hotels.com has told me they have recorded every conversation they have had with me. This telephone call should have been documented as well.
When I called the customer service at hotels.com on August 4,2014, I spoke to a woman named Sharon. She told me I gave another email address, ***@ol.com. That is why I never got an email confirmation. Ol.com is not an email service. Hotels.com's email server should have received an "undelivered email" notice. They did have my cell phone number. I did not receive a phone call or text confirming my reservation. That is why I called them to see what the problem was on July 24,2014.
Sharon said she would call the hotel to see if the reservation was used. When she returned to the phone, she told me that she spoke to the hotel's front desk manager. The manager said the reservation was used. So, I called the hotel while the hotels.com representative put me hold to get her manager. I spoke to Jody Thrash. Ms. Thrash told me Hampton requires all guests give a credit card with each stay. This reservation did not list a credit card number, therefore, no one stayed. Ms. Thrash also said it was Hampton Inn's policy to hold the room if the guest had not shown up by 12:00 A.M. The hotels.com manager returned to the line. I asked him to wait a minute while I spoke to the Hampton. He put me on hold again for 30 minutes, then hung up.
I called the Hotels.com customer service line again and was put on hold for another 14 minutes. I tried the "chat" option on-line. Marciel could not help me because she could not find a confirmation number and could not ask for my credit card number. I called the customer service line again. Hold time was 20 minutes. I spoke to David relaying the dilemma again. He put me on hold AGAIN for 9 minutes, so I could speak to his manager. His manager answered the phone, listened to my problem, asked for my confirmation number (which I had already told him repeatedly that I never got), and put me on hold to check the situation. This time for an additional 30+ minutes. The line was dropped AGAIN.
I called again (FOURTH TIME). On hold time was 10 minutes, so I tried the other option of having them call me back. The recording said they would call back in 9 to 14 minutes. It to 39 minutes. When (believe it or not) Sharon called me back. She put me on hold and hung up.
I called back. Then, I tried the called back option AGAIN. I scheduled a call back at 11:00 PM. I received two return calls at 1:00 a.m. The second call I answered. I hung up after staying on hold for two minutes.
On August 5, I called hotels.com and spoke to Jamie. I retold my dispute. She called the hotel, Hampton Inn Tutwiler. The front desk manager, Wendy Tate, told Jamie that someone stayed in the room using the reservation. I called Hampton Inn on another phone with Jamie holding on my phone. I spoke to Wendy. She said someone did use the room and checked out early per housekeeping. Although, she could not give me any details as to how the early check-out occurred or the name of the person who used the "reservation" listed under my name. I asked if they took a credit card number. Ms. Tate said since it was a third party transaction, Hampton Inn does not need one. I asked if a photo I. D was given at the check-in time. Ms. Tate said they did not require a photo I.D. for check-in. Wendy said she would further research this incident by conferring with housekeeping. As of August 8,2014, Ms. Tate has not informed of her research's results.
I, then, asked for Hotels.com's corporate office telephone number. Jamie said she was not authorized to give that information to me. I asked to speak to her supervisor.
After being on hold for another ten minutes, Susan A. (refused to give me her full name) came on the phone. She reviewed the situation with me again. She told me I should have telephoned Hampton Inn on July 25th not Hotels. Com to confirm the reservation even though the reservation was made with Hotels. Com. She did offer a one time deal of $100.00 refunded to my credit card. I did not accept this offer. I asked her for the corporate office's telephone number. She refused, but gave their physical address instead. I will be sending them a copy of this letter, as well.
On August 8,2014, I made an inquiry to Hilton regarding their check in and check-out procedures via email. An email response was given by the Sales Manager of the Tutwiler, Roxanne Osborne. She confirmed the hotel's policy: "Our hotel policies requires that each guest that occupies a guestroom present a valid government issued ID and a valid credit or debit card that will authorize for the full anticipated amount of your stay." I replied with a request to investigate why the hotels.com reservation was used without either of the two check-in requirement per Wendy Tate. She replied she would investigate and return my email as soon as possible. On August 12,2014, Ms. Tate replies that per the housekeeping department, no physical evidence of my presence was found during July 28 ? 31. The correspondence is included with this letter.
On August 11,2014 I notice another unauthorized transaction from hotels.com again. A refund of $100 was applied to my credit card which was NOT agreed upon by me in any way. I called the customer service line again. Hold time this was an estimated 3 ? 5 minutes. However, I remained on hold for 18 minutes. Finally, Jay answered. I reviewed the situation with him. I asked him to remove the unauthorized refund from my account. I asked if the call was being recorded. He said that it was, as all customer service calls were. I made the statement again that I I not agree to accept the refund as settlement in this dispute. I then hung up the phone.
Please review the call made on July 24,2014, at 10:14.
I have filed a dispute claim with my credit card company, Comenity Bank.

Requesting a refund for a cancelled reservation due to COVID-19. My initial cancellation attempt did not go through - and I was charged by mistake. I made a reservation for a birthday trip from 9/19 - 9/26 at Mamasan Cabins / Hotel in Tulum, MX on May 21, 2020 in the hopes that the pandemic / travel restrictions would ease in time to travel safely / responsibly. Unfortunately, shortly after making that reservation, many of my other flights booked for work were cancelled due to travel restrictions. I decided it was best to cancel my trip to Mexico as well. I did not purchase a flight to Mexico for travel, and cancelled my reservation for the Mamasan trip from 9/19/20 - 9/26/20. On September 15, 2020, I was reviewing my bank account statements, and noticed that I was charged twice in the amount of 545.07 for a total of 1090.14 USD on September 7, 2020 despite my attempt to cancel the reservation in May. I immediately contacted Hotels.com and the property directly to request a refund. I was told by Hotels.com that because it was a direct pay to the property type of reservation, the property would need to approve my refund request. The confirmation email I received on May 21, 2020 stated that the reservation needed to be cancelled by 8/20/2020 to avoid full penalty which is why I cancelled it in May as soon as I knew that I would not be traveling in September. I tried calling the property multiple times, but there was no answer. I left a voicemail on 9/16 and to date, have not received a return phone call. I emailed, and received an email declining my refund request on 9/18. I spent many hours waiting in queues to speak with representatives at Hotels.com. The hotels.com representatives that I spoke with were cordial, and each time, attempted to contact the hotel directly to request an exception for my situation, but were unable to get in contact with the hotel. On 9/18, I received a generic email saying that the Hotels.com spoke with the hotel and they declined my refund request, offering no option for rescheduling or a partial refund or any accommodations despite the global pandemic situation. I have been a hotels.com customer since 2018, booking all personal and corporate travel through their site as a member of the Hotels.com rewards program. I spoke with multiple agents explaining that part of the reason I book through hotels.com is to get the additional peace of mind knowing that I can work through hotels.com in the event of a situation like this with a hotel that they contract with. On 9/18, I asked one of the Hotels.com agents that I spoke with to escalate the issue to a supervisor. I asked the supervisor what my options were, and whether the property would provide a rebooking option, or if hotels.com would offer any compensation due to the extenuating circumstances. The agent said that he could offer me 100USD in hotels.com credit. I declined this offer saying that I paid 1090.14 USD, and requested that he escalate the issue further. He put me in touch with a person at the corporate office named Nikki. After another 90 minutes on hold waiting to speak with her, she informed me that hotels.com would not offer me any compensation. I told her that the agent I spoke to before offered me 100USD and told me that I would need to speak to someone in the corporate office to request further compensation. She informed me that this was inaccurate information and that hotels.com would not provide anything. She then disconnected the phone, and did not call me back although I was in the middle of asking another question. I am disappointed in the lack of consideration for a loyal customer during a pandemic. Hotels.com contracts with properties such as Mamasan, and while I understand that everyone including properties like Mamasan are doing their best to survive this global crisis, I would hope that a global customer service company such as hotels.com would use their discretion to provide more care and service to their customers during a situation like this. I am request a full refund for my reservation. Please let me know if I can provide more information. Thank you.

Trip to Egypt on 5/18-6/3/20 was cancelled due to COVID & restrictions from govt of Egypt. Hotels.com refuses to refund me despite their COVID policy. Since mid-March, when the COVID-19 pandemic began affecting travel, I have called and emailed Hotels.com several times requesting a full refund for my cancelled trip to Egypt, which was to take place from May 18 through June 3. I demand a full refund totaling $3,768.27 for my cancelled trip to Egypt in line with their COVID-19 cancellation policy. And, I demand that they refund this amount in a check, not credited to my Visa, as Hotels.com has claimed that they have done so but I have not received any refunds to date. Below are the reservation details required to fulfill my demand and give me a full refund. Reservation 1: Confirmation #XXXXXXXXXXXXX, Cost: $1,410.33,Details: Novotel Cairo El Borg, May 18-22 (4 nights), 4 rooms Reservation 2: Confirmation #XXXXXXXXXXXXX, Cost: $957.52,Details: Steigenberger Cecil Alexandria Hotel, May 22-24 (2 nights), 4 rooms Reservation 3: Confirmation #XXXXXXXXXXXXX, Cost: $368.98,Details: Novotel Cairo El Borg, May 24-25 (1 night), 4 rooms Reservation 4: Confirmation #XXXXXXXXXXXXX, Cost: $535.22,Details: Novotel Cairo El Borg, May 29-30 (1 night), 4 rooms Reservation 5: Confirmation #XXXXXXXXXXXXX, Cost: $496.22,Details: Novotel Cairo El Borg, May 30-June 3 (4 nights), 1 room To demonstrate the failure of Hotels.com to comply with their own COVID-19 cancellation policy, below are the steps I have taken since mid-March to get a full refund that is due to me but that Hotels.com has refused to give me. 1. Since mid-March, I have called Hotels.com Customer Service several times on the phone (at least 30 times, 2-3 times per week since mid-March). For each time I called, I spent at least 1 hour trying to reach an actual agent, rather than the automated system. It has been very infrequent that I have reached a Customer Service Agent; most times, I have been unable to reach an actual human being to speak to and have been directed to automated messaging systems. In the few times I have reached an Agent, the Agent told me that a supervisor would call me within 24 hours, but no one ever did. 2. During one call, a Hotels.com Customer Service Agent notified me that Hotels.com contacted the two hotels where I made my reservations in Egypt and the hotels refused to refund me. Then, I received an email from Hotels.com claiming the same. Thus, I reached out directly to the two hotels and spoke to them in Arabic (as I am from Egypt, so nothing was lost in translation) and they explained to me that based on COVID-19 restrictions on out-of-country visitors placed by the Government of Egypt, both hotels were accepting cancellations without penalty. Both hotels said they never received money from Hotels.com for my reservations and notified me that Hotels.com is known to refuse cancellations because your company would lose the very high commission. In short, Hotels.com Customer Service Agent and subsequent emails lied about the hotels refusing my request. 3. Since mid-March, I have also submitted cancellations for each reservation several times online. I received confirmations for some of the cancellations, not all of them, but I never received refunds for any cancellation that I submitted. Any refunds that Hotels.com claims to have sent me was never refunded to my Visa card. 4. After Hotels.com did not respond to any of my requests over the phone and online, I then disputed all of the charges with my Visa card. They contacted Hotels.com, but they kept refusing to provide a refund. Hotels.com requested more documentation to make my case and I complied. Yet, Hotels.com continued to refuse to refund me. 5. On June 20, I was able to speak to a Manager (in Manila) for the first time since mid-March. She provided me with a case number today (one of many that I have received since mid-March). Like all other agents I have spoken with since mid-March, she claimed that she does not have an email or phone number to contact Hotels.com HQ. She recommended I send a letter and provided me with the corporate address.

On March 11th I decided to cancel my Hotels/Expedia reservation that included both Hotel and Flight and when I bought the package I decided to pay extra for "Travel Insurance" where the package purchased through Hotels.com (An Expedia subsidiary) would refund my money if I decided to cancel (their Terms and Conditions say a one time cancellation is granted a refund is given). I was able to get the Hotels portion of the payment without any problem but the flight through Aegean airlines is yet to be refunded. When I spoke with AEGEAN they said that since I purchased through Expedia that I would need to deal with them. I have since called with long wait times (hours at times) and have emailed them a minimum of 40 times and they always come up with the same response of "we are working on it and we will let you know what happens within 8 weeks" Well i shouldn't have to wait 5 months to find out what happened. I paid for the extra insurance so I wouldn't have to deal with this. I have pasted just a sample of my communication below so you can see what I have had to deal with.Please contact me to let me know if there is anything else I should do. I can't continue to contact them without any resolution, in fact, I have emailed their CEO, President, Head of Operations, etc.. and no one from management other than a supervisor has emailed me back with the same standard message of thank you for your patience. Thank you for providing consumers a way to resolve matters.I am still waiting for my refund. Can you please provide me a date? It has now been close to 5 months. From: Sent: Sunday, August 2, XXXX X:XX PMTo: ***@customercare.expedia.com; ***@expedia.com; ***@expedia.com; ***@expedia.comSubject: RE: (External) RE: Flight Billing and Refunds - - Case ID : (REQ:S-XXXXXXXXX)Can I please get an update on this.. I have been waiting since March 11.. Its been over 4 months that's a lot more than 8 weeks. This cannot be the way Expedia should treat its clients. Thanks,From: ***@customercare.expedia.com Sent: Thursday, July 9, XXXX X:XX AMTo: Subject: (External) RE: Flight Billing and Refunds - - Case ID : (REQ:S-XXXXXXXXX)Dear Thank you for reaching out to Expedia regarding your refund request.Because of the extraordinary circumstance of Coronavirus (COVID-19) travel disruptions, we are processing a high volume of refund requests and refunds are taking a bit longer than normal. Rest assured your refund was successfully initiated.For flights, most refunds are issued within 8 weeks. Some refunds could take a bit longer, depending on the airline. You may check it on your online statement and contact your bank or card issuer to follow up the status of your refund.Thank you for choosing Expedia.CindyExpedia Customer Service Team Original MessageFrom: ***@customercare.expedia.com Sent: Jul 8, 2020 8:17:41 PM To: Additional Recipients: Subject: Flight Billing and Refunds - Case ID : (REQ:S-XXXXXXXXX) Dear Thank you for contacting Hotels on Expedia.We highly recommend that you directly call your bank or financial institution to know the status of your refund.Thank you for choosing Hotels on Expedia.MarCustomer Service Team Dear ***,This is regarding your refund request for your flight reservation with Aegean.We apologize for the delay and inconvenience this may caused. As of now, we still have not received any update from the airline. We would like to inform you that we made a follow up request to them. Rest assured that we will send you an update as soon as we receive their response.We appreciate your kind understanding regarding this matter.Thank you for choosing Expedia!Best,JanineSupervisor, Expedia US Customer Support TeamOriginal MessageFrom: Sent: Jun 9, 2020 8:41:27 AM To: "***@expedia.com" Additional Recipients: Subject: Flight Billing and Refunds - Case ID : (REQ:S-XXXXXXXXX) Hello,I am still waiting on someone to get back to me to give me a status.. This is the last time I received an email over a week ago.Can you please let me know if the refund is being processed and what the total is'Thank you,From: ***@expedia.com Sent: Monday, June 1, XXXX X:XX AMTo:Subject: (External) Flight Billing and Refunds - - Case ID : (REQ:S-XXXXXXXXX)Dear Thank you for your e-mail. We sincerely apologize for the inconvenience that this may have caused you.Please know that the airline has inhibited our ability to offer a direct refund. We will request a refund on your behalf, but it is up to the airline to approve and process the refund. This can take up to 10 weeks. We will send you email notification when the refund is processed or an update in a month if the refund is still pending.Please let us know if there is additional information you need by replying to this email.Thank you for choosing Expedia!Best,GlenaSupervisor, Expedia US Customer Service TeamOriginal MessageFrom: Sent: May 30, 2020 3:47:20 PMTo: ***@customercare.expedia.comAdditional Recipients:Subject: Flight Billing and Refunds - I - Case ID : (REQ:S-XXXXXXXXX)You have specifically indicated below that I could CHOOSE to get a refund and NOT CREDIT. The refund had a cancellation charge contingency (Please re-read the email YOU sent me). I am hereby requesting a refund and not a voucher. I need to be clear and need to put this in formal writing as I have your comments in formal writing below that I can choose to get a refund.If you are not willing to comply with your own instructions I need to know so I can take the necessary next steps.I thank you for your attention to this matter. Product_Or_Service: Flight Order_Number: S-XXXXXXXXX Account_Number: [protected]

Hello,

My itinerary number is #[protected] for my planned trip to Toronto. Somehow the trip had be cancelled and cancelled the booking as well. However, I can not find a live agent on hotel.com to get support to get the refund.

I sent couple of emails to the Property in Toronto and they never bother to response either. They are not refunding the $100 back.

I am really clueless. I had great expectation from Hotel.com but I am getting the level of service - for what I can recommend it.

Sabbir

My booking [protected] has been cancelled without my consent, I have been offered alternative location but cannot contact it to discuss as the number I was given is a premium number. I cannot reach out to anyone to confirm if this is true or a scam. I would like to know is my booking still valid? It is for 10.03 - 12.03 for Santa Clara Urban Hotel in Mallorca for two people.

I do not want to accept the alternative I was offered - it is worth half of what I paid.

Please contact me asap on tina.[protected]@gmail.com to confirm if I still have a valid booking.

I recently made a reservation on this site online paid in full. I was informed that my reservation was cancelled and on the online site it clearly states that reservations are non-refundable. However on my conformation email it notices me of my reservation being cancelled. My only complaint would be if the transaction states clearly that my reservation cannot be cancelled or changed how and why was this action complete.? With me not having any more available funds to repurchase or rebook the through the same hotel, waiting on the refund will and is causing me to checkout without funds for another room due to my circumstances.

My parents gifted me a hotels.com gift card for my christmas present, On February 1st 2024, i went to use this gift card, i opened the gift card up where it said to open, and the paper lifted off the 'Pin Number' as i opened it. Therefore, i could not tell what the pin number was to use this card.

I thought it's ok, i will contact hotels.com and they will be able to see that i haven't used this card, and will replace it, or add the total amount to my account so that i can use.

But, this wasn't the case. They told me that it cannot be replaced. I asked the question, that they could tell the money on it hadn't been spent, and i had a receipt with it, to show that it was purchased, but they still wouldn't.

£80.00 for my parents is a lot of money, and now it's something that i cannot use, caused by damage due to poor and shoddy gift cards.

Please see attached image to show where the pin number is missing. Because of the way the gift card is made (out of paper).