Hotels.com

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.

I was a loyal customer of Hotels.com, i'm a frequent flyer and use hotel.com among other booking platforms.

on my last trip i booked a hotel called MK Munich that advertised a self check in until 5am. I had a flight delay, arrived late at the hotel and couldn't do the self check-in. I called the hotel many times no one answered the phone.

so i contacted the client service of Hotel.com for assistence and NOTHING happened.

i had to find another place to sleep and pay for another taxi.

not only they took my money but also charged me 15 euros for late check out and they refuse to refund me.

you evaluatote a trustable company when a problem happens/how they assist you to solve it.

Hotel.com has a very poor client service, i'm never using it 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.

Went to Marriott in Troy MI to check in and Nada at the front desk was useless. I had a reservation made at my Marriott not at a third party and I told her that the rooms were wrong and she had two rooms with queen beds. I told her I called Marriott and they told me that the king room had to be prepaid for a rate of $124 plus tax and the two queen beds would be $169. I told her I had a king room and a double room reservation. She said she would fix it but said she couldn't tell me the rate. I kept on asking her to explain how she could help me if she couldn't give me the rate. I said maybe we could get a supervisor to help and she said she's at lunch I am now the supervisor I said again how can you help me if you can't tell me the rate and then she said because of my attitude that I would have to leave the hotel. Now if you want to have someone like this take care of you then good luck. I left the hotel and called Marriott directly to tell them what was going on and then they said that reservation was canceled by guess who Nada at the front desk. I have stayed at 3 Marriotts this week but no longer. I went next door to the Hilton who were very friendly offered me a bottled water and the Hotel was in walking distance to many restaurants. If you want to stay somewhere in Troy don't make it Marriott the service and the location of the Hilton and Hampton Inn would be a much better choice!

We arrived at the Globe and Crown in Yeovil on 27th May only to find that the hotel had been closed for some time. So we were left stranded on the holiday we had been looking forward too. I could not get any answer from the telephone number provided being +[protected] and have also been unable to contact any non-virtual representative at Hotels.com. When I type in my booking reference number being: [protected] your virtual help tells me this number can not be traced yet I have it all printed out on paper which I took with me.

Please can you tell me what happened to this booking which no appears not to exist? Thanking you.

If there is no issues, this company is ok I’ve been a customer for years so it’s disappointing as when there is an issue it’s taken months of bouncing around and still not resolved. The telephone operator made a mistake when altering our booking and removed breakfast. I picked it up and they apologies and advised me buy breakfast and they would refund the full amount (confirmed over the phone and in writing ). But after my travels and providing the invoice for a refund of $510, It’s been bouncing around and no one can assist, or has no records and 2 month later still following up trying to speak to a supervise. Raised so many support calls and explained it so many times to the support team so it’s very frustrating. The supervisor calls back at 3am. So this company has lost me as a customer and is not worth the rewards nights go straight to the hotels.

I made a reservation to the Park West Inn in Augusta, Georgia. I paid exactly $213.33 for a four day, three night stay. So after a 15+ hour drive, I get to the hotel to check in only for the front desk to tell me that Hotels.com only paid $38 “special rate” to the hotel for my stay, that they don’t take third-party special rates and that Hotels.com was supposed to call me. But the thing is that there was no special rate. I paid what I paid and now I’m only receiving a partial refund.

Booked hotel at Gatwick airport for overnight stay with early morning flight next morning. Due to flights changing which is frequent in the current environment (post pandemic) I could only change the hotel booking by canceling when using a Tesco voucher. Cancelled as instructed and then Hotel.com refused to credit back the voucher (£165) to use again to rebook as against policy but following through a process as instructed. Total lack of cooperation from customer services with typical text book reply of quoting policy without looking and understanding whole picture and checking facts by advising that Hotel.com never issue credit vouchers which is not correct, will be recommending to Tesco that Hotel.com is removed from being a rewards partner from immediate effect unless this is resolved as requested which is not unreasonable as a customer.

Bought 2 $100 gift cards in 2018 which I had merged into one but never got to use it due to the pandemic. May 2022, I tried booking for a hotel in Singapore but there was nowhere where I can use the gift card whether I book through the app or on the website. I decided to checked the card balance online, it can't find my card. I tried calling their Philippine hotline but it cannot be reached.

I recently stayed in a Marriott hotel and they had mobile check in with keyless entry for rooms. You do not even have to stop at the front desk to check in - after the HORROR that took place in Las Vegas several years ago it is incomprehensible that this is allowed.

Dear Sir / Madam,

I am writing to you to raise an issue about: Holidays

The issue that I have experienced was: I had to cancel my stay due to illness. I have requested a refund 4 days before I was due at the hotel via messaging system on your app. I have also contacted the hotel itself. They have agreed to look into the refund and proceed as long as they get a request from the agency (hotels.com). I have contacted you again via phone asking to contact the hotel, which you did call on same day. Unfortunately you did not follow up with the hotel in writing. You left it until the day I was due at the hotel and it was too late. Therefore I’m requesting a credit on the account from you or a full refund to my payment method.

Also customer service has been absolutely unacceptable for past weeks.

I cannot get hold of anyone to discuss and you are very slow at responding to my requests.

I find it very unprofessional for such big company.

It occurred on or around: 05/04/2022

This meant that I have lost £437.88 for the booking and lots of time and ££ trying to contact customer service.

I am hoping you will look into this and fully refund my booking. I have been a gold member for years.

I look forward to your prompt response on this matter. As recommended by Trading Standards, I would like to keep a complete record of my case, so please reply to this email address.

Yours faithfully,

Ewa Wojtczak

Booking Reference [protected]

Cancellation refund

Was able to reserve and pay for the room with a Hotels.com gift card but yet they canceled it hour later so they were on able to verify or validate the payment method i’ve dealt with this on numerous occasions this has happened probably about 20 times in the past four months and it’s getting to be a bit ridiculous you buy a hotel.com gift card you think they would be able to validate their own gift card but yet they still don’t you end up going to a room thinking you have a room and you don’t when you get there it’s embarrassing that mention the fact very stressful and frustrating and then they tell you will call you in two or three hours but yet they never call you they never contact you they never fix the problem the issue you another gift card only get the E gift card and it doesn’t work either no matter if you start a new account have a new phone number not what you do you can’t use it and it’s insane