Hotels.com

26 Radyr Place Cardiff CF14 3HP

I am the managing agent Kate Hughes from Jeffrey Ross Estate agents [protected]

this property is being advertised without permission

many occasions people are turning up at the premises with email confirmations from Hotels.com

We have a tenancy in this property and manage the all the flats for private rentals. I can provide ASTs if needed as evidence of this.

I have tried to contact Hotels.com, which is impossible via telephone if you do not have a booking reference - also impossible via webchat, they would not provide me with an email address to log a complaint and advised me to report the matter to the ombudsmen

surely, part of due diligence is to check ownership of properties before advertising?

today we have had 5 men travel from Scotland to Cardiff for the Rugby to find that they have paid for a service which is just not available and now will have to seek and wait for a refund which is despicable

Sarah Nicole (Agent) joined the conversation

Hi

I have 2 problems.

One is that even though i select 2 beds i keep getting 1 bed and a sofa. I have canceled and rebooked and it did the same thing again

I need 2 beds not just a bed and sofa

And maybe the more important question, before I canceled (because the room i requested came up wrong again) I had a hotels.com discount. Will that discount be reapplied or refunded. It was around $150

Is anyone there?

Delivered

On 2/7/22 I booked a short hotel stay through Hotels.com. I am a rewards member and have accumulated one free night that I could apply towards my next booking. The hotel I selected clearly says that you can Collect AND REDEEM "stamps" (i.e. free nights) on the front page of the booking. For this very reason, I chose to go with this hotel. However, when I got to the checkout page, the option to Redeem my free night was suddenly unavailable. I attempted to contact the Hotels.com Customer Service number but it did not appear to be a US-based number and kept hanging up. I then spoke with someone Online through the Virtual Agent window and was told that I was not signed in. I explained to him that I was, in fact, signed in. He then told me to clear the cookies on my computer. I further explained that I was showing the same result on BOTH my computer, and the phone app. I was then instructed to "wait a few hours and then try re-booking." I further advised that I wasn't going to do that as there were only 2 rooms left and I did not want to lose the room. I chose to book anyway with the expectation that I would contact Hotels.com after-the-fact for a resolution. The Online Agent provided me with an 800 or 866 number prior to disconnecting. I booked and then immediately called that number. I spoke with someone who had an Indian accent making it very hard to understand her instructions. I was able to gather that she wanted me to cancel the reservation and re-book. My concerns were, 1) Why can't you apply the free night to my current booking?, 2) How do I know that canceling won't cause me to lose the room entirely?, 3) What difference would it make if I couldn't apply the free night the first time?

This seems like Bait & Switch, which, if I'm not mistaken, is an illegal practice.

The Hotels.com app consistently does not apply or show nights collected rewards on the app. This is a continuous problem. Signing off/on app DOES NOT resolve issue. Live Travel rep can add past booking, but prior 'nights collected' will disappear . Last issue occurred on 2/6/22

App developer 'rating portal' will not allow any low ratings regarding their preformance

I discovered today while looking at my bank statement that a fraudilent charge was made by hotels.com. I canceled my card but have to wait till the charge is posted to my acct before I can dispute the charge. There is no way to talk to a person at hotels.com.--------- HOTELSCOM9179452714 Held:[protected]:48:29 CST Exp:[protected]:48:29 CST

-$63.24

What a nightmare to deal with you about a refund or anything to do with money. My booking [protected] was cancelled immediately after booking yet you idiots still took my money and after 15 days in our age of electronic technology I am still waiting for a refund that Hotels.com state was 'processed' on the 14th January 2022.

You stall, make excuses and give customers the run around.

The word 'processing' is repeated over again and 'contact your bank' is another fob off.

After years of using this site for all my travel bookings I no longer will be a customer. Good riddance to you!

This email is in regards a booking confirmation number [protected] with HOTELS.com.
Hotels.com showed me the above mentioned hotel available in their website and we booked room there for two nights for my family including small children. We reached the hotel in the evening (26.01.22) and came to know by the property that the hotel is shut down. We called immedetely hotel.com to inform this. We stood on road 0 degree temperature wth this 2 small children for the next option hotels.com offering me. I was on hold in call for 2 hours and still they were so unprofessional giving me no option with silly excuses. Staff named Rushell was holding my call saying just 1 min and made me wait the call 2 hours and at the end giving me nothing. I was forced to cancel my booking at the night wth small children no place to sleep. Trusting hotels.com and traveling to a different coutry they made it so unsafe... and my phone bill is now
1046 AED only calling hotels.com for 2 hours.. at the end we lost that must money and time with no room given making it unsafe journey... really bad experience with hotels.com. I wanted to complain against them for the following:
Fr making our trip so complicated and unsafe
Fr making my children health critical mking us wait on road on call fr 2 hours.
For wasting our time and money.
With no compensation given atall...
It shoud not happenend to any other people believing them and traveling abroad. Proofs has been attached with this email. I need the compensation for all the amount I spend extra to sort it out by calling them while on roaming.
Hope this will be raised.

Name: Evelin Rajan
Mob: [protected]
Mail: [protected]@yahoo.com

Upon arriving at Room
Room provided was filthy without a working T.V. or Air Conditioner
Book Via Phone on 11/6/2021. Requested Credit and both the Hotel & Hotels.com refused. Was in room a total of 5 minutes.

Hotel's .com refused credit based on there web site policy (non refundable)
I never saw this as the reservation was made on the telephone .

We have been renting pool homes in Florida most years for the past 22 years and this is without a doubt the worst we have ever experienced.

The information book has no page with instructions on how to use the television. It also says that there is a telephone in the property which there isn't. I couldn't get my cell phone to work the first night so could not contact the management company. I went to where they said there office is and they don't actually have an office there! The receptionist called them for me and I spoke with them but they claimed not to have any other accommodation for us to move to.

ALL of the comforters were dirty, I had to wash one to be able to use it.
There were no protectors on the pillows so I had to look through them all to try to find the one with the least stains to use.

There are no drawers in any of the bedrooms. There is a shelf in the wardrobe but underwear and things had to be left in our suitcases. There was nowhere in the second double room to even lay anything down!

The brushes in the toilets made me want to vomit, there were so disgusting.

The coffee machine is useless, it makes 2 cups of coffee at a time. If there were six people in that house, the coffee machine would have to be on three times just for everyone to get one cup of coffee! There are NO teaspoons - I had to use a dessert spoon to stir my coffee.

One of the blinds in the front lounge does not open. The blind on the patio doors doesn't open either so we couldn't use that door even if we had wanted to.

The pool deck was absolutely filthy. I complained to the management company and they had it power washed. It was better but as there were no loungers and the chairs were all rusted, we could not sit out there. I put the cushions from them in black bags in the garage because the trash can is the only place for them.

We were unable to use the pool at all, it is filthy. I stood on the step the day the pool tech has said she had cleaned it and it was slimy underfoot. Although she was only there for 9 minutes! There is no way, especially with COVID 19 and other things going around just now, we were gong into that pool - there was no chlorine going into it.

This management company obviously doesn't inspect these properties and expect people to stay in them after paying you for the privilege!

We paid rent for a pool home and we did not get one we could use, the owners should be ashamed of themselves. The house is very tired and hasn't seen a paint brush for quite a long time! It was awful!

The coupon was for travel in 2020. The travel was cancelled due to covid and my legal inability to leave the country. I checked with hotels.com that the coupon was with hotels.com not the hotel in Palermo. I have chatted with your agents online who are ill informed and unhelpful. I am no longer travelling to Palermo (due to the death of my wife's family) I do not accept that I should forfeit my payment made in good faith and cancelled at least 2 months prior to arrival.
Please contact me as soon as possible relating to the coupon.
I accept that some penalty may apply but that I should lose my total payment is unreasonable.
I received refunds for all other payments made for travel in 2020.

[protected]@bigpond.com Australia

Hotel owner is stealing from customers. He scams customers out of a small enough amount that it goes under the scope. He is citing "stained towels." my theory is because a room is booked at a discount through priceline, he's making up the difference by charging an extra 20.00. It's a scam. He charged the 20.00 at 9:50 am according to the bank that issued my credit card. We checked out at 10:10 am. When I called a week later the owner without having gotten my name told me I stained a towel. When I asked him to check under my name as I was certain it was an oversight as we did not use the towels except normal drying my face after washing it - he then said, "yes you stained a towel". He has not sent any communications alerting me of this charge. I know it is only 20.00, however I have stayed in hotels for over 30 years and this is the first time I have ever been stolen from and it was the owner. Please help. At least look at other reviews confirming this is his modus operandi and he should be in prison. Theft. Fraud. And has access to my bank card information. Shame on him.

01/14/2020 at 1135 am I called 800-804-587-7148 to cancel a reservation, your employee told me that your system was down but could transfer me to booking, Com 805-435-4985 and they could return my deposit.
I spent over an hour on the phone with them, they said they could return my deposit right into my checking account. I was told if I allowed access to my phone via Venmo they would set up Zelle for me.
As I watched my phone, I saw them enter a variety of numbers. I became suspicious and logged onto my bank from another computer. I saw where they had transferred money out of my saving to my checking, they first transferred $800.00 and then $499.90.
I immediately turned off my phone, had to go to the bank and close that account.
Since Friday 01/14/2022 I have been trying to call Hotels's800-695-5164 and only hooked up with talking computer who could not connect me with a live person.
Called 860-500-4141 from your website to speak to an agent, number disconnected.
Called 888-734-8503 01/19/2020 was transferred to a talking computer again and told they could not help me and hung up and me.

I expect a phone call from your fraud department before I contact and file a complaint with the State of Nevada Attorney General's office, and Las Vegas Police Department cyber-crimes, the FBI cybercrimes, the BBB.

loss:
Hotel. Coms confirmation # [protected], paid through PEN FED Visa on 01/03/2022
$398.32
Venom thru Booking .com and hotel.com, YOUR BOOKING AGENT
who started this crime by the initial transfer!
$899.99 plus $490. fir a total of: $1389.99

Joe Dahlia [protected]

We were unable to attend our booking [protected] so cancelled within the cancellation timescales, for which a refund was received for the cash element.
Despite speaking to your helpline, emailing on many occasions, the voucher has still not been refunded. This has been going on for weeks now and is completely unacceptable. I have committed too much time to this already, and it needs resolving urgently, so I can book a much needed break for my wife and I. You can also contact me on [protected]. Thank you
Danny Nield [protected]@hotmail.com

Hello,

I have already sent many e-mails to Hotels.com about this issue and they have not solved the problem.
Note I have booked a room at Flag Hotel Porto maia. When I got there, the hotel was CLOSED.
I have called the hotel by the number listed on booking and google and nobody replies
I have filmed it and sent to Hotels.com (Please note there is even a paper mentioning the hotel was closed)
Please note after trying to contact the hotel and Hotels.com, I had to book another hotel for the same night IN THE SAME TOWN using Hoteis.com
If you do SEARCH CARREFULLY you will note there are TWO flag Hotels in the same region... But note the address of the Hotel I have booked with is completely different than the other one that still receiving guests.
PLEASE NOTE THE ATACHMENTS

Hotel name: Flag Hotel Porto Maia
Check in date: 16/10/21
Check out date: : 19/10/21
Confirmation number : [protected]

I would like some help and advice regarding a booking i had made via Hotels.com at the Corendon Village Hotel Amsterdam.
I made the booking 29/10/2021 with travel dates if 29/12/2021 - 04/01/2022. As the Netherlands are now in Lockdown due to Covid 19, and the hotel spa, dining and shop facilities are all closed. The trip was pre paid, i tried to cancel the booking, i was originally advised by hotels.com to call back on Monday morning (as i contracted on a Saturday) when the refunds team would be in who would process my refund. Hence i got back in touch on the Monday only to be told that i was now only entitled to a change of dates by the hotel, as it was a non refundable room. and that this was an option until 28/12/21.
I took a few days to consider my options, i tried on 25/12, 26/12 and 27/12 to contact hotels.com, all agents kept leaving the chat and not responding. On 27/12 i spoke to an agent who said they needed to email the hotel with the request (all other correspondence was direct on the telephone with the hotel). I raised my concerns that the offer of date change was only valid until 28th, their reply was 'i hope the look at it soon!'.
I received a reply on 01/01/22 to say my request has been denied. I have now lost £441 and feel i have totally been let down by Hotels.com and they made each attempt very difficult. I do feel that given the country is in lockdown and that all leisure and dining facilities are closed in the hotel, that they can not fulfill the service i paid for and that i should be reimbursed.

Hotels.com confirmation number [protected]

Check-in Saturday, December 11, 2021 (3:00 PM-1:00 AM local time)

Check-out Monday, December 13, 2021 (Before 11:00 AM local time)

Your stay 2 nights, 1 room

Hotel Name: JFK Rockaways Inn

I made the above booking through hotel.com and paid them in full. However, on getting to JFK Rockaways Inn around 9:30pm. The hotel told me they don't have any room available. The hotel went on to tell me that they had already informed hotel.com about this in the afternoon of my check in day, but Hotel.com did not contact me to inform me of this development.

Moreover, I placed a call to hotel.com to inform them that my booking has not been honored by the hotel. They started giving me one excuses and the others. I asked why they didn't inform me that room is not available at the hotel after they have taken money from me, because the hotel called to informed them earlier on that day. They did not give me any clear response to those questions. They then told me they would look for another hotel for me and that they would call me back. I waited for them to call me for about 2 hours, and now it is around 1:30am. I called them again they started asking me the questions all over again and that they did not see any notes on my account to indicate I had issues with my booking. I had to go through this with the new customer representative again. The call ended and I had to start all over again with about 3 different ones.

Eventually, at 4am in the morning after waiting for 7 hours to check in to my paid for room, talking to different people on hotel.com customer service team. They told me they have found another hotel for me and it is about 25 minutes drive from JFK Rockaway Inn hotel where I am current standing. The new hotel name is Anchor Inn.

I arrived Anchor Inn around 4:40am in the morning. The hotel told me they got two rooms left but they haven't seen any reservation from hotel.com. I showed Anchor Inn Hotel the new reservation that was sent to me by hotel.com. Anchor Inn insisted on getting their own confirmation in their own email or system. I then placed a call to hotel.com, the person I first spoke with has no idea where I was, and asked me to narrate the story from the beginning. I eventually spoke with a lady who told me to give her some minutes and that she would like to speak with the hotel to know what happed. They Anchor Inn hotel again insisted that they would not check me into their room until they receive their own confirmation even after speaking with Hotel.com staff. I had to wait for about 2 hours before I start calling hotel.com again. The time is now 7:30am in the morning.

Finally, the Anchor Inn informed me they just received confirmation from hotel.com, and that was at 07:40am in the morning. I was given key to check into the room. It was now 10 hours after I arrived JKF Rockaway Inn.

I checked in into Anchor Inn hotel 10 hours few minutes after I arrived JKF Rockaway Inn Hotel where I had my original booking losing one night of the booking. I stayed in Anchor Inn for one night and I checked out on the 13th December 2021.

I am now demanding for a refund for 11th December night and my Uber transportation charges. I took Uber from JFK Rockaway Inn to Anchor Inn costing me $41.

Hotel.com are saying they will only give me coupon for my 11th December night and are happy to refund my Uber fair into my bank. I disagree with this. I don't want any coupon from Hotel.com. I want a full refund of my 11th Dec night and Uber fare to paid into my account. I am ready to push for compensation for the stress I experienced during this ordeal if they did not refund my fund back to me on time.

I received a email from my PayPal account
[protected]@gmail.com
On December 5, 2021 for $208.86.
Transactions #
83B227017U245783A
I did not make this transaction
I called customer service today and spoke with a nice representative Alex. He gave me a case #
[protected]
He wanted me to get a black dispute card from Target asap. Unfortunately, that's difficult for me because of the holidays and I have Multiple Sclerosis, in a wheelchair, and have to take special transportation with a caregiver. Please help me resolve this problem . Thank you for your kindness and consideration

I used hotels.com exclusively in 2021 knowing I'd get my free advertised stay on the 11th booking. I used hotels.com app all year and when I made final reservation. To my surprise my credit card was charged. I called [protected] and was told I used different email so they didn't give me the credit. I checked my hotels.com account information and just like the previous 10 reservations, the account information is correct. [protected]@gmx.com [protected] I contacted virtual chat but might as well been conversing with an alien. The 45 minute chat did not track. I got a no response

I'm having problems the front desk of the hotel that I have a room at seigen ln baton rouge la. They didn't want to take me out if FEMA also didn't want to give me my mail

I have just spent 45 minutes of my life that I will never get back trying to change 2 bookings. A simple exercise you might think.
1. Change date from one night January to one night March
2 change another booking in January to another one night booking in March.

Bot manger to cancel a booking but not give me the option to change.

Eventually got through to (what I assume to be a person) thought I wanted to change my booking to 2 months in the Hotel. Continually questioned why/what I was doing, continually asked for confirmation of booking references, all given, but still questioned. Continually questioned the date changes. Ie., give the date and month ……when asked for confirmation numbers harassed me to do it quicker and eventually left the conversation because I didn't reply in a nano second.

Clearly the CS staff have an agenda they work too, which is to confuse and harass, doing anything they can to stop you from changing a simple booking to another date.

Disgusted with Hotels.com and will never use them again.

Cut and pasted this post onto social media, don't use them people