Hotels.com
reviews and complaints

I booked a room at Villa Viba in Vung Tau, vietnam from Apr 9-11 for approximately $583 usd. When I tried to check in on Apr 9, i called the property phone number listed on the hotels.com website but no one responded. I tried reaching the property owner for an entire day with no luck. I ended up having booking a different property at a higher rate due to a last minute booking. I tried getting a refund from hotels.com but was refused a refund. Their reasoning is that because no one can reach the property owner, a refund cannot be issued. How is it my fault that they cant get in touch with the property and now they expect me to take the blame for it by taking this 583 loss.

I have emailed and gone online to cancel an accomadation booking. The actual venue cancelled as well and i havent recieved a refund from you. They have not received my money as they haven't claimed from you... My booking number is [protected]

I booked a hotel through the hotels.com website called Hotel Mustang Holiday in Kathmandu - Nepal from 14th Feb to 17th Feb 2022 - confirmation number [protected] - the cost was £70.74.

I recieved a confirmation email from Hotela.com to say this had been booked.

When we arrived at the location the hotel was closed and according to the hotel next door it has been closed for some time. - We tried to call but no answer.

We had to book another hotel which cost twice the price.

I have contacted Hotels.com on the online chat 3 times and they say the same thing each time. I spend 30 minutes explaining the story and they say they will process the refund as they also can't get hold of the non existent hotel.

Each time I get and email saying I should contact the hotel to get a refund. I ask to speak to a manager and I'm told it's ok it is all being sorted.

The most recent reply was that they are not refunding it as the terms of the hotel say it's non refundable!

I am extremely angry with the way hotels.com conduct there aftersales and it is not good enough.

To allow people to book non existent hotels and then refuse to refund them is fraud

Please investigate this for me as I can't get anywhere despite trying

Thanks

Graeme Burnett

I was receintly going to book a hotel in Branson through Hotels.com. I found one to book, but just to check, also went straight to the hotels website to check rates for comparison. The hotels website was $10 cheaper for the same room, on the same day , that hotels.com. I called and spoke to customer service. I need to add, as usually with this kind of customer service the service is from another country and almost unable to understand.

I asked why Hotels.com was higher priced than going directly to the hotel. He stated, That OK, you do Price match. I asked how that worked and He stated." BOOK THE HOTEL THROUGH HOTELS.COM AND WHEN IT'S TIME TO CHECK INTO THE HOTEL, PROVIDE THE LOWER PRICE PROVIDED BY THE HOTEL TO HOTELS.COM AND THE WILL REFUND THE DIFFERENCE.

THE PROBLEM IS, I AM BOOKING A MONTH AHEAD OF TIME. THE DAY OF THE VISIT TO THE HOTEL, THE DIRECT PRICE WITH THE HOTEL WILL POSSIBLY BE HIGHER AS IT'S A LAST MINUTE RATE, SO I WILL BE UNABLE TO PRESENT THE PRICE I COMPARED A MONTH BEFORE.

AS SUCH, IF UNDERSTOOD CORRECTLY, PRICE MATCH ONLY COUNTS IF THE PRICE YOUR COMPARING IS THE FROM THE DAY YOU ACTUALLY CHECK IN TO THE HOTEL, SO NO, THERE IS NOT PRICE MATCH FOR ADVANCED RESERVATIONS.

On March 22, 2022 I booked 1 night stay on March 25, 2022 at Hampton Inn in Roanoke Rapids NC through Hotels.com. The total cost was $169 including $19 tax and $3 cancelation insurance. Within 15 minutes I received a conformation and the charge to my credit card was $220 total, not the $169 I booked for. I called the Hampton Inn to cancel the reservation and they said I had to go through Hotels.com. I called hotels.com and they said I could cancel but I could not get my money back. The person on the line ("Angel") said the best she could do was give me a 20% credit. I declined and told her I wanted the rate I booked for. After

a half hour of going nowhere I ended the conversation by requesting to speak to a supervisor, I never heard back.

Conf. # R3250417105

Booking Ref# [protected]

Ticket# 6224605

I have been trying to resolve this issue that twice my booking was postponed due to the pandemic. I was assured that the reservations would be honored when the concerts resumed. The concert is scheduled for May 6th. After numerous attempts to reschedule this I finally spoke to someone who told me that the reservation was indeed changed and I was to use the same confirmation number. I asked for a new email confirming this and I was told I would receive one. Well it's been almost a week and I have not received any email.

Again I tried to contact Hotels.com and after waiting on hold I explained the whole issue again. The reservation is for two nights and they were to changed to May 5th checkin and May 7th check out. This is reservation number [protected]. The reservations are for Hyatt Place Mohegan Sun in Montville, CT. I CALLED the Hyatt Place and I was told that they only had the reservation for May 6th one night. I PAID for two nights not one. The reservation was to be for May 5th-May 7th. The lady said that she would check and for me to hold. After 45 minutes yes 45 minutes of being on hold she came back on and said that she was still checking. After 45 minutes- that's what I got. Another 15 minutes waiting she came back and said that reservation was made for the two nights and my new rate for the two nights was over $700. Yes over $700. I was livid as to this after being on hold for over an hour she tries to tell me that is what the hotel told her!?!?! Like I am stupid to believe this- I paid for two nights. I believe this is Hotels.com's way of getting out of honoring reservations postponed from the pandemic. Making it almost impossible to rebook a reservation because the rates are higher and they do not want to honor those rates. Now the real interesting part of this is that I went on line when I was on hold and saw that Hotel.com has those same two nights May 5th-7th for $199 a night! Not over $700 for the two nights that I was quoted. So I asked the woman as to why wasn't I told $199 a night that is showing on your website? She said "I don't know" How could you not know?

I utilized Hotels.com from my phone to book a stay. I believe that when I typed in the mail address on my phone that there was a digit missed and I therefore did not get a confirmation email. I have tried every way possible to speak to someone to try to get the confirmation with my phone number and name that the hotel was booked under. YOU CAN NOT DO ANYTHING ON THE AUTOMATED SITE WITHOUT A CONFIRMATION NUMBER!

The other issue is that Paypal was an option to purchase and I utilized that as well. Unfortnately, they are not able to search with that paid confirmation either, they need the last 4 of a credit card if though I didn't use a credit card.

I sent an email days ago and still not response.

Someone got into my bank account and charged several hotels to my account.

These charges were not done by me and I want my money back.

charges on and amounts:

March 17,2022 $198.46 source-#559051 [protected] 559051

February 16,2022 $56.03 seq #[protected] 916545

February 22,2022 $82.00 seq # [protected] 918470 1

February 28,2022 $126.07 seq #[protected] 917982 5

March 3,2022 $207.78 seq # [protected] 917987 5

March 7,2022 $63.03 seq # [protected] 917077 4

March 8,2022 $128.40 seq# [protected] 916579 9

March 9,2022 $102.50 seq # [protected] 917082 5

March 11,2022 $57.53 seq # [protected] 917087 0

March 11,2022 $65.37 seq # [protected] 16586 7

March 14,2022 $67.71 seq # [protected] 916591 7

March 14,2022 $163.44 seq# [protected] 917090 5

March 15,2022 $84.05 seq# [protected] 916599 6

March 15,2022 $84.05 seq# [protected] 917101 9

March 16,2022 $84.05 seq# [protected] 916605 5

I had booked a room for 2 adults at WelcomHeritage Ferrnhills Royale Palace at Ootacamund, Ooty Pin 643004, India for Saturday, 19th March 2022. I paid an amount of Rs.11,825/- online and received confirmation No. [protected].

When I reached the property on the specified day, they informed that they did not have any information about my booking and refused to allot any room. TI was surprised that 2 other families were also turned away in the same manner.

I was in great difficulties and expenditure in getting an alternate room. Now that I have not been allotted the room at the FernHill Royal Palace, I request the entire amount be refunded immediately without any deduction. Please also blacklist the property for the irresponsible action.

George Joseph

I booked a hotel on Antigua several weeks ahead and received a confirmation number and email. When I arrived at the hotel on March 8, 2022 they did not have the reservation. I called hotels.com and spent over an hour with them trying to resolve it. The hotel had no rooms. The desk clerk called and searched the whole island and could not find a room. Hotels.com did nothing for me. And they offered no recompense, just sorry.

I made a booking through hotels.com with has a Vrbo reference. I tried to cancel the booking within my right and cancellation policy:

1 - Hotels.com couldn't find the booking

2 - I called the property who said that couldn't cancel the booking but who informed me that it was a Vrbo booking.

3 - I contact Hotels.com again, Once they found the booking, they said to try Vrbo and gave me a contact number.

4 - called Vrbo who is asking me to call the property and put me on hold but never came back to me.

I'm going on circles and no way to resolve this - unable to travel and with a booking I don't need. Very annoying as the booking is for 15th April and plenty of time to cancel. Very dissapointed on Hotels.com.

I booked a hotel through Hotels.com for a hotel in Jaco Costa Rica.

when I got to the hotel the hotel did not have my reservation and the hotel was full so they could not give me a room. I would like to also add that there were no rooms available in the town that night and I ended up having to sleep in my car.

Hotels.com charged me $230 for the room and will not refund it because they say they can not get in touch with the hotel.

Reservation INFO: Hotels.com reservation confirmation [protected] - Costa Rica Surf Camp by SUPERbrand - Jaco

Date: Saturday, Feb 19, 2022

I don't know what to do.

May 2020 I was booked at The Royal San Marco hotel in Venice, Italy. Covid 19 hit and my reservation was cancelled. At that time I was told by hotels.com that I would have a credit for the deposit I had placed. Fast forward to 2022, I am now planning a trip back to Venice. I called Hotels.com and was told that I had a credit of $244.56 to use at the Royal San Marco hotel. I received 4 emails from hotels.com informing me of this credit, the email did not have a coupon number or voucher number and the only way to apply this credit was to call hotels.com.

I have tried 7 times to resolve this issue and book my stay. Each time I give the agent the dates of my stay and I am told that someone will contact me within 72 hours to book my stay. This has been going on since the beginning of February. No one ever calls me or contacts me. I ask to speak to a supervisor and I am told that supervisors do not take calls. This morning I received an email telling me that the dates I choose are booked and I need to choose different dates. I just went online to hotels.com website and the Royal San Marco hotel does indeed have availability on those dates. Hotels.com has been giving me the run around for over 6 weeks. This credit can only be used at this specific hotel (The Royal San Marco hotel) Venice, Italy.

My Husband and I stayed at the Ramada Inn in Titusville, Fl (3500 Cheney Highway). Room 151

We got here on Thursday 3/10/2022.

The first night we found food wrappers and plastic off of a bottle beside the bed. Other then that, all seem ok.

2nd night, could not get into our room with our key card, my husband had to walk all the way up to the front desk to complain about the key cards. They gave new key cards. Got in the room and trash was empty but bed was not made, did not replace soap, shampoo or conditioner and no new roll of toilet paper. Towels were still on the floor and not enough new towels for 2 people. Went to get ice, I e machine did not work on 1st floor.

3rd night, had trouble with key card again but finally got in. We Walked in and room smelled like someone had been Smoking and I am on oxygen at night. Bed not made, trash not emptied, towels not picked up, no new towels. No new toilet paper. We both Went down to the front desk where 2 other people were complaining. One guy said this has happened to him 4 days in a roll and he woke up with bug bites all over. They had to spray his room.! The other said no towels for his stay. The front desk clerk said I think we have been short cleaning people, but I will have to find out. I will write it on your account. Phone did not work in the room, ice machine did not work on 1st floor.

My husband and I was so mad. We got in the room and it still smelled like smoke. We packed our stuff and was so glad it was our last night. I could not believe how bad the service was, how bad the room smelled. Aura in the bathroom.

We paid $100 a night to stay here. We want our money back. I can not believe that you (Hotel.com) would represent a hotel like this. I will wait to here from you before I decide what we do next. Thank you for your time. The Sweatman’s [protected]

March 5/22, we used Hotels.com to book two rooms in Calhoun, GA., based on the sites rating of 8.0 very good. Upon arrival, we discovered an establishment that barely rated a 2.0. Upon submitting our reviews, we discovered that somehow our ratings were altered from the 2.0 to 8.0 on our companion's post and to 6.0 on our review.. Our companion's review was précised from a lengthy description of the room, including the fact they wore socks to bed because they felt the room was unclean, to a two-word, "very good". Our review was basically verbatim but somehow had several typos and spelling errors. We have used this site many times trusting their integrity, but hat trust has been shattered. We feel that this is false advertising on Hotels.com's part. Our phone call to the company resulted in nothing, but finally hanging up because (a) the rep really did not seem to understand English and (b) the run-around was getting nowhere.

I tried unsuccessfully to book a hotel via the Tesco clubcard deal.

The website stated that it used vouchers (of which I have £330 worth ) When I tried to book it asked for my credit card details and the money now taken from my credit card. I am unable to afford this kind of money and would like a refund on the card and use my Tesco voucher which was bought with excitement of using.

The Hotel was The Cliff Hotel and Spa, Gwbert, Cardigan.

All this took place between1and 2pm today (March 9th) and have been trying ever since to resolve this issue by telephone call...impossble.

Dates booked were for the 8th May to 10th May

Confirmation no.[protected]

Hope that you can resolve this for me.

Awaiting your reply before taking this further.

Thank You

Mary

I Brenda Archie made an reservation through Hotel.com for a 1 night stay in Savannah Georgia at the Desanto hotel. I contacted Hotel.com on line service.

I informed the on line agent the weather from Myrtle Beach to Savannah Georgia was severe weather tornado and thunderstorms. It would be dangerous to drive under those conditions. My credit card was only to be charged when I checked into the Hotel by the Hotel. I was informed I would be charged for the night. I am very disappointed with Hotel.com. I will not recommend this online service.

On February 2020 bookings were done for 2nights August 28&29.

Deposit of R1000 paid. Covid19 hit on march 2020,. Request the bank to reverse payment as an event cancelled due to lockdown. A bank teller phoned recipient" Self gate lodge Polokwane. She was told refund can be done on 30% loss or cancellation or move the date whenever suit customer. Now we phoned to reserve/bookings have no room available. We opted for refund and Zanel said no refund, cancelled after 2years. No one phoned to ask the depositor as receptionist confirmed "names and cel no.appears. There was nothing received in writing. Please sort this matter as 2years ends 28 August 2022 not in February.

In mid January I booked two hotel stays to bookend a trip to France. The first for Friday 18th February and the second a week later - Fri 25th. A little later I needed to amend our second stay to the following night - the 26th. However, when I logged in to the Hotels.com website there was no record of my booking. I checked back through the confirmation emails I received and realised they only related to the first booking at Kyriad Direct in Arras [protected]). Relieved that I'd checked, I searched again and booked a new hotel (a B&B Hotel in Arras - [protected]) for our second night on the 26th. This was confirmed by email and also appeared in the bookings list on my account. We went to France and used both of these bookings without issue.

On returning from our trip I received an email asking me to review a hotel - the Premiere Classe Cambrai, Proville. However, we hadn't stayed there so I assumed it was just an admin error of some sort. However, on checking my credit card I found I'd been charged for a stay there and realised this must be the hotel from my original booking. This prompted me to get in touch with Hotels.com via virtual chat where I was told that the booking had been made and the hotel had taken the charge and would not offer a refund as the date was passed and the booking hadn't been cancelled.

As I never received a confirmation email and the booking was not recorded on my account I had no way of cancelling if I'd wanted to. Neither did I have any means of amending the booking, finding the hotel or checking anything about the proposed stay.

Hotels.com have said I must have made the booking through a guest account which is why it didn't show up on my account. However, their request for me to review the hotel came in an email to my usual email address, the one registered to my Hotels.com account and included an additional request to review my other booking (the Kyriad Direct in Arras) that does appear in my account. The agent I spoke to even suggested that this might be down to technical issues with the site.

The Hotels.com agent then told me that the charge was down to the hotel and said he would contact them regarding a refund, which he appeared to do. When he returned he said they had refused the refund and there was nothing else he could do as it was down to their policy. However, I made the booking through Hotels.com rather than with the hotel directly. I rely on Hotels.com to deal with my booking and confirm it so am unsure how this can be down to the hotel. I do not blame them for taking the funds for a booking that was made at their end but equally I cannot be blamed for not using, amending or cancelling a booking that didn't appear to exist at my end. As the broker in the arrangement I feel it is down to Hotels.com to accept there has been a error regarding my booking and refund the charge.

I have a full transcript of the conversation with Hotels.com virtual chat and screen grabs of all booking screens etc to support this.

I booked for 28 nights, paid $2760 when I made the booking, I received confirmation, 10 mins later I received an email which said my booking was cancelled.

The only reason for this accommodation was due to the surgeon explaining I need to stay as close to the hospital when I leave as I need to frequently visit the hospital before heart surgery.

I have rang a number numerous times, I am told the same thing over and over, which is someone will get back to me, not once has anyone had the respect to ring me. I have rang numbers which are not connected, it is a joke, I strongly recommend DO NOT USE this company ever.

They show no respect whatsoever and take no responsibility for such a critical situation.

They do not care for anyones health, it’s all about the money, which I do intend on doing whatever it takes for them to return the full amount.