Hotels.com
reviews and complaints

We reserved a motel room months ago with Hotels.com, for end of July. We got $202/night for the rate, and we deserved for 5 nights.

Today, I changed our checkout date to 1 day EARLIER, so we are staying 1 LESS day than our original reservation. And we were charged the current rate ($249/night) for our whole stay. NOWHERE in the reservation does it say that they will apply the new rate if you have to shorten your stay. That is absolutely absurd. So we are now paying the same thing for 4 nights, as we were for 5. NOT happy.

I have recently returned from a trip to London . I booked three

rooms from Monday 20th June 2022 at the Hotel Orlando, 83, Shepherd's

Bush Road, Hammersmith, London. W6 7LR .

My partner and I stayed for seven nights in room no 15, and our two

friends stayed for three nights in separate rooms, no 5 and no 12.

When I booked these rooms on the 10th February 2022 the photographs

on the website clearly show that a cooked breakfast was available, but

in reality there wasn't even a breakfast room. It was now being used to

store dirty bed linen and odd bits of furniture.

Our female friend was extremely disappointed. She was staying in

room 5. On arrival her room had clearly not been serviced from the

previous guest. We saw two cleaners who said that if she gave them 15

minutes they would make up the bed, empty the bin etc. which she agreed

to. They obviously did not clean the toilet, sink, drinking glass or

shower tray.

She did not have a television in her room, only an aerial without a

connection fitting and a kettle with a rusted element, deeming it unfit

for use.

The headboard was broken before she sat on the bed, it was balanced

in place and fell when the bed moved slightly with her sitting on the

bed, so it wasn’t her that broke it.

The bathroom sink hadn’t been cleaned for a very long time going by

the thick layer of grime / toothpaste on the tap and basin, also the

toilet and shower tray hadn’t been cleaned for months as both were very

badly stained.

The toilet started to flush continuously on the 3rd night

(Wednesday) at 9pm and continued to noisily refill the cistern overnight

until the room was vacated at 08:30am on Thursday 23rd June 2022.

The toilet brush and drinking glass on the bathroom sink were beyond

disgusting, neither had been cleaned for at least 6 months.

The hallway was blocked on the first floor from Tuesday 21 st June

with furniture and a bed frame, blocking access to the fire

extinguisher, highly dangerous and endangering our lives had there been a

fire during our stay as this was the only fire exit route.

There was nobody available on the reception desk and It is

extremely difficult to speak to anyone on the phone, but I did speak to a

gentleman on the afternoon of the 20th June 2022 who said he would

organise for a television to be delivered to room 5 the following

morning, but that never happened.

This hotel falls considerably below the AA and RAC 2- star rating

and I expect that a full reimbursement for room 5 and 12 for three

nights and room 15 for 7 nights would be expected due to our discomfort

and dismay at such unacceptable conditions.

Google Imagery 2022 clearly still shows as of 30th June 2022 that

the Hotel Orlando has a two- star rating with free breakfast. This is

totally unacceptable when people are relying on accurate information

when assessing their accommodation when staying in London.

The Trades Description Act 1968 (with further amendments) made it an

offence for businesses or salespeople to sell a product or service based

on misinformation. As consumers and having stayed at the Hotel Orlando,

there is no question that our experience falls well within the category

of this Act based on misinformation.

We are in the process of informing other authorities which may relevant to our complaint.

On our Lisbon trip May 28-June 11, 2022 we booked an apartment "Typical Santa Catarina".

On arrival we needed to pick the key at local rental agency Homing. Their address on your website was wrong and the correct one was not provided, so we needed to hire taxi three times to get to the apartment, only to find it dirty with a leaking shower, non-functioning lights and blinds, full of garbage, dirty towels and undone bed. We called the Homing agency and they managed to get the apartment cleaned by 7pm that day. Aside from the "small deficiencies" mentioned above, we discovered some mold on the wall and called the agency to request change of the apartment (I am 69 with asthma condition) Homing told us they are fully booked and if we require changes, we need to contact Hotels.com. We contacted the online agent Josif Dimitrou, who promised to help, but we never heard from him again. Next day we received a call from Gladis C. from your Arizona office and explained the situation. She promised to call back but didn't.

On June 2 we came home to find the apartment without running water. We called Homing agency and they told us somebody in the building reported leak and water had to be shut down in the the whole building. They estimated the repair to take one or two days. We never heard from them after and when water didn't come back by June 5, we called them again. They said it might take longer and if we wanted to cancel, we needed to contact Hotels.com. We reconnected with Gladis C by email and she said that no apartments are available within 25 kms from Lisbon centre. We couldn't take a hotel, since my condition and the fact that Portugal had been reporting over 25000 new covid cases daily. We asked Gladis to keep looking and let us know. She never did and didn't respond to any of our future emails either. We also looked ourselves but couldn't find any apartment in centre Lisbon in our budget (under CAD 200). We gave up and two days before our departure we found out from other tenants in the buiding that they had water all alone and didn't know anything about the leak. We called Homing and they had no idea why the water is shut and said it will be most likely until the end of month. At this point we stopped looking, since we had just 2 night left.

ALL THIS TIME (9 DAYS AND 9 NIGHTS) WE HAD TO PURCHASE AND CARRY IN 5 - 5-LITER CONTAINERS OF WATER EVERY DAY FOR BASIC HYGIENE AND TOILET FLUSHING.

On our return, on June 13 I have contacted Hotels.com and spoke to Michael at customer service. He offered a maximum compensation of $250, I told him that the cost of the water we needed to purchase for washing was about that alone and asked for $900 refund to cover for 9 days without water. He said he will process the claim and somebody will contact us soon. We didn't hear from anybody and called again on July 5. This time we talked to Giselle and were provided with a case #[protected]. She promised to request the refund from the Lisbon provider. Than nothing again. I called July 11 to request update and was put on hold. After 20 minutes waiting, call got disconnected and nobody called back. Today, July 12, I called again and was told that your office cannot reach the provider or settle my claim.

I contacted you over a week ago about a Tesco voucher I wanted to use. Your original email link / voucher did not work. You said you would look into it but since then have sent me numerous useless emails. I have chased you many times. You used to have good customer service , being a long-standing customer but recently you have been pretty poor.

The support link was :

[protected]@chat.hotels.com

To:

[protected]@yahoo.co.uk

Mon, 4 Jul at 06:24

www.hotels.com

Hello Vashti,

Thanks for contacting Hotels.com.

To help us with your Tesco voucher concern, we'll just need a few things. Be sure to hide any sensitive information like your credit card details or any other information you don't want us to see.

Just reply to this email with:

Screenshot showing the error when you tried to redeem your Tesco voucher for your future hotel bookings. You can attach a document or an image in JPEG, PNG, or PDF format.

Thanks for choosing Hotels.com.

Sincerely,

Carmela V.

mnlcvaldez

Hotels.com Customer Support Team

As part of a longer 2 week trip I booked a night at Rosedale Inn in Bakersfield through Hotels.com. When we arrived there were broken down vehicles, garbage piled up outside of several rooms, and generally vagrants all over the outside of the complex. My wife was concerned right from the start, but I wanted to give the place a chance. I went to check in and the people in the office finally found my reservation as it appeared that most of the people who stayed here paid in cash and not always on time as some lady came in while I was trying to check in and handed the staff member some cash and said, "Here is half of what I owe you."

I finally got a key to a room and when I went to see the room it was already occupied by several dogs. I turned around and told the staff member that we would not be staying here. I was obviously spooked by the whole situation and couldn't believe that I was having this issue after booking the reservation on Hotels.com.

I tried several times to request a refund on the website and it kept giving me an error message saying they could not find the reservation. I was finally able to get through to an actual person and not just a bot and after looking into it they said they were unable to get in touch with the hotel and offered me a $25 credit instead.

I have booked 15 hotels just this year with Hotels.com with most of them for multiple nights. I have only cancelled reservations and have never asked for a refund. All you have to do is go read the reviews for the Rosedale Inn in Bakersfield and you will be able to see what kind of property it is and that it should not even be listed by Hotels.com due to safety concerns. I trusted Hotels.com and can no longer trust them especially due to their hollow response for a credit instead of a whole refund.

Booked our vaca at Sea Mist Oceanfront Resort in Myrtle Beach through Hotels.com. We choose this location due to the description on the Hotels.com website. Once we arrived, NOTHING was as they had described. Our room was Not the "resort view" that had been stated. Our view was a small street, almost an alley, with dumpy apartments. We did Not have the 2 king size beds we were supposed to, much of what the room should have had--such as silverware and trash cans, weren't there. On top of that things didn't work, like a shower and the dishwasher. The hotel management would not move us or fix anything. We tried for days to reach Hotels.com for help. They were very hard to reach and once we did they weren't any help at all. All they would say is that they couldn't reach the management. Eventually they gave us a very small credit for a future booking. Not close to enough to leave Sea Mist, who wouldn't give us a refund and find someplace else. Hotels.com ruined our vacation.

Hi ,

Since 29 June 2022 when i raised my concern for my voucher .. I have spend minimum of 30 minutes to 1 hr 35 and on the 4-July 2022 .. I have spent close to 3 hrs with no support..

Just to claim what my £80 and Euro 80 voucher.. that's spending my normal working hours..

I have received no support and even today what i have recvd is no support..

I am trying to find a way to get answer , nobody in customer service is able to assist..

Nobody knows what one is saying..

I would like to raise my complain through a formal process..

All i get is asked to raie tickets wait from 24 - 72hs.. i have spend more than 6days..

Thanks

Agnelo

Dear Hotels.com,

Booking Reference:- [protected] Grim’s [censored] Hotel 24/06/2022 Ryan Brogan-Pelling

We stayed with you on Friday 24th June 2022 and chose your hotel as it looked lovely and just what we were looking for in order to make our visit to see Ed Sheeran at Wembley even more special.

Unfortunately we were extremely disappointed in a number of things for our stay and it put a real down on our evening. When we arrived at the after the allotted check in time we were given a key card and left to find our rooms ourselves. This was hard work considering our room was not in the main hotel but in a different building all together. Once we arrived at our room there was a tray of dirty breakfast plates with half eaten food left on it, considering this was approx. 1600 in the afternoon you would have expected this to have been removed.

Our room was extremely run down and in need of decoration. The bathroom was not only tired and in poor condition but dirty as well. Please see photos attached there was some white liquid staining the wood under the sink, this may well be cleaning products but again poorly done and not sure as to why its made those marks hopefully it was nothing more sinister. Hair was left around the sink on the back wall tiles. There were urine stains on the toilet lid and rim that not even my toiler at home had and we have had the same one for years, perhaps not properly cleaned numerous times allowing urine to stain? I’m sure bleach would get this off. Behind the door was covered in dust and hair as well and the shower curtain was old and a grubby too.

There was a hole in the carpet near the window. Along with chipped, dirty window sill growing black mould. I work for HMP and we are not allowed to house a prisoner in a cell with black mould however you are expecting me to sleep there and pay for it. I understand that hotels get run down due to the volume of users however having just come out of covid I would have thought that these updates would have been done. What disappoints me is that we paid £175 for one night at this hotel which we had to save for. I did not expect these problems when I am paying a lot of money per night.

The next issue was breakfast we went down to breakfast at approx. 0930, there were no tables ready as they all had been used and dirty. We were offered outside seating to which the table had not been cleaned it was covered in sand and rainwater. We were forgotten about for 20 minutes, at this point I was shivering in the cold and went in to ask if we could sit inside. This was arranged and we sat down. No one explained how the breakfast worked and we took ourselves up to the continental tables for food. It was poorly laid out poorly maintained and hardly stocked which at mid morning I would not expect. Another 30 minutes passed and staff eventually took out cooked breakfast order. The cooked breakfast was lovely and the lady that brough it out was friendly but this was the only good part of out experience. Breakfast having took so long delayed our departer and we very nearly missed our sons school open day.

My partner and I had booked this in advance with our friends and we were really looking forward to out stay and show, however we were badly let down by the condition and staffing of the hotel. Having booked this for a party of six I also felt embarrassed that my choice of hotel was poor.

Please see photos attached below of the issues I have raised in this email.

Please could you respond to me with what your opinion of our stay and if you would feel comfortable paying nearly £200 for this experience? I certainly am not however hope we can come up with a solution rather than leaving poor tripadvisor reviews.

Many Thanks, Grace Lewis

[protected]@gmail.com

Hotels.com refuses to apply my free night. Further, the rate they quoted was higher than stated on their App. Their customer service sucks or rather is non existent. It took me well over two highly frustration hours trying to get this resolved which I was not able to. I will not use them again except to collect my free night if that is even possible. This company thrives in ripping off their customers. Stay away and look elsewhere. You will do much better going directly to the hotel chain and see if you qualify for some of their discounted rates. Usually much lower than Hotels.com, a lot less hassle and aggravation. And you are in control, you know where your money went and what the deal is. No gimmicks.

My name is Jose del Arroz . I had the IT:[protected] a reservation for the Hotel Universal Cabana in Orlando on Friday June 17th,2022. I called to the Hotels.com Cost Service, because 2 member of my family get the Covid 19. and i was trying to reschedule my reservation or get a refund . the cancelation policy, said that if i cancel before 4pm. of June 16th i will pay a processing fee of $252.20. I called to the hotel and spoke with an representative (named Chat ph [protected]) he was willing to waive the charge, but they have to receive the request from Hotel.com on my behalf. Diego representative of the CS of hotels. com recommended to cancel the reservation, pay the processing and wait for the refund. Today I didn't receive any information about the refund and Elena from CS of H.com told me that the hotel charged the processing, but when i request the answer of the hotel about the refund, she said she don't have it because is other department. I tried to speak with a supervisor but said that is impossible. Some body of your Company can call me at [protected] and contact to me a give me an explanation. Also you can contact to me by email at [protected]@gmail.com. I use Hotels.com for long time and this is my first bad experience with the Company. I appreciate if you take care about my request. for me the most important is not only the money, the most important is the attention to the clients in the travel agent that you have contracted for the Costumer service. thank you

Hotels.com charged my credit card on multiple accounts as of 5/25 to the current date of 6/18 of a total of almost 1,000.00 I don't use nor have I ever used hotels.com nor will I ever use hotels.com

I never once got any call email or anything to validate the card on question. This seems to be a shady company and just out to get money from unknowing people.

Reservation number [protected]

Booked on 5/3/22 for a stay with Springhill Suites Marriott Quail Spring for 6/6/22 with free cancellation. Canceled on 5/4/22 and still have yet to receive refund. Called customer several times saying that the hotel has the money and for me to contact them. But when I called the hotel they said they don’t have it either. Hotels.com policy states that Refunds will be processed in 24 hours and credited back in account in up to 7 days. This has been over a month and still no refund.

I just tried to make a booking for a hotel in Sofia, Bulgaria (date is 16th of June 2022 at 10am) and money was taken from the account but no booking confirmation sent and it stated the billing system was down. Please fix this immediately as a large amount was taken from the account. My name is Katarina Lloyd Jones and it was billed to Curtis Knight.

TODAY ,MY BOOKING RESERVATION CONFIRMATION [protected] REFERS [15/06/2022.

I am David Riches- [protected]@btinternet.com

Hotels.com said nothing to pay until we arrive at hotel. However subsequently today I was charged about 50% of my charge by 'Nightsbridge'.

I should have this amount immediately refunded.

I await your observation, thanks.

Hi

I was due to check in to fishersmans wharf, travelodge by wyndham

On arrival the room was in a terrible state, and I did not feel safe to stay there, it stank of cigarettes and disinfectant,

Holes in the internal door, pictures broken on the wall, dirty

We refused to stay as not safe at all, and was told we had to pay for one night, we found another hotel which was in excellent condition

We believe we should not have to pay for this one night due to the state of the room see photos

I booked a hotel through hotels.com on Thursday 9 June, and on the same day submitted a form for a a price match and received an automated response confirming receipt of my price match request. The price for the room on Hotels.com was £2,231.71 and the price on stayforlong.co.uk was £1916 for the same room. After chasing it a couple of times, on 14th June I received a response which states 'we confirm the lower price that you found and will match it. You will receive a refund for the difference of £77.80. Actually the refund should be £315.71.

It is a small hotel that I booked, and so clearly the rates will change as soon as someone books a room, and therefore not feasible to expect to check 5 days later and expect the same deal to be available.

I am complaining due to the service I am currently receiving following a refund I am still waiting on. I have been getting emails from Hotels.com with a fake number to call back to process a refund. however, when I try to request this through the online chat, the agents I speak to advise me to wait further days for a refund to be processed. I have been advised by recent emails to send over relevant information, such as my post code and the date the payment was taken from my account and as such I have, I provided this information. but have not had any correspondence accept to call back on the following number: [protected] this number is unrecognisable it looks like an international number to me and won't let me dial out. I requested via email for an agent to call me back directly instead. and I am still not hearing anything but repeated emails stating ' Hello Michelle,

Thank you for contacting Hotels.com regarding your refund request.

We apologize for the inconvenience. Please call us at [protected] to process your refund.

Regards,

Melody D.

mnlmduller2

Hotels.com Travel Team

Please see below some attachments of the emails I have been receiving lately, with no outcome and fake numbers provided to call back on.

We booked a kight through hotels.com ans it was the wrong location than we thought we were booking.

I called hotels.com and after being on hold for over 20 minutes, was told that the offline team would take care of it and I'd hear from them shortly but the transfer from 1 la quinta location to the other was complete. She said they would call me with the confirmation number.

We waited for hours and kept checking our reservation online but it never did change. We had our children and had to get a place for the night.

Hotels.com offline team never did call us. La quinta (the wrong location) tried calling us twice at 4 am but we were sleeping and they didn't leave a voice-mail.

We won't use hotels.com or recommend it ever again.

Hello,

I booked Hotel Zlatá Váha for one night, from 31st May to 1st of June. My booking details state that check-in starts at 3pm. Nothing mentioned about reception closing at 10pm. The emergency phone number on the locked gate didn't work (my flight was delayed, I turned up after 11.15pm).

I ended up walking the streets of Prague for 2 hours, with my 10 y.o. daughter before finding a hotel for us.

The details of the hotel: Hotel Zlatá Váha, Senovážné nám. 981/21, Prague, 11000

Czechia

+[protected]

On 5/22/22 made reservations for the Desert Moon Hotel located on 1701 Fremont St. Las Vegas, NV for 2 night stay, 5/27 and 5/28 - upon arrival on 5/27 at around 1:30am motel did not look as advertised (homeless, junkies, prostitutes hanging out on premises) approached the check in window, Natalie (hotel manager) who gave us the room key #9, upon entrance no lights working, outlets with NO power, no trash can, bedding sheets dirty with cigarette burns.

I have a few pics of the outside, I was so upset, scared and uncomfortable. This is such FALSE ADVERTISEMENT. Nothing how it is advertised online.