Hotels.com

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

I have filed a complaint with the Better Business Bureau, Hotel.com, left a horrible review on your company website, and now sending my complaint. Even according to your own website, which I attached a picture of where it says THIS PROPERTY IS A SMOKE FREE PROPERTY. I have never in my life stayed in a hotel like this before. I will never stay at this hotel again. I have friends and family that live in this area, and I promise you they will tell others NOT to stay there ever. The hotel seriously needs an update. Your bedspreads look like they are turning yellow.

To Whom it May Concern: I stayed at your Express Inn & Suites in Palestine, Texas for the weekend 12/3/21. I will never use Hotel.com or ever stay at your hotel again. At first Hotel.com booked me a smoking room, I honestly thought you could not stay in smoking room anymore. The person that checked me in lied to my face. I asked her if the room was clean and not smell like smoke. I walked into the room, and I could smell was the smoke. I ran 1 errand before I "stayed in the room" for long. I went to ask if there was another room, because I have medical conditions that it would have been hard for me to stay in that room. I went to get my stuff out of the smoking room and moved into another room. (By this time, I was already wishing I had NOT even booked this room). So, she moved into another room. She didn't tell me that housekeeping would be coming by early in the morning, okay it was around 9 am. I honestly didn't think that they would be coming by that early because checkout is 11. After getting woke up by housekeeping, I got up and started my day. When I got back to the hotel, my plastic card would not open my door, so I had back down to the office, and have my key reprogrammed. I was told if you are not in room throughout the day, this happens. OKAY I HAVE STAYED AT OTHER HOTELS IN THE PAST, and never in a million years have I ever heard that. When I got back into the room, I felt really like someone had been in my room. I went to lay down and found a LONG black curly hair on my pillows; no one I was around on Saturday has LONG black curly hair. The people staying at the hotel was so loud Saturday night, partying and BBQ. I didn't think hotels ALLOWED BBQ grills to be used outside. This group of people had so many people at their room, I could not park in front of my room. Sunday morning, I got up around 8am, got dressed, put everything back in my car, and then I checked out of the hotel. I told the person that was working on Sunday, thank you for the WORST stay in a hotel that I have ever had and walked out. I have family and friends that in the area, I honestly should have stayed with them because of this hotel. There is rust all over the fridge, I was going to get some things to put in there for snacks and drinks, which I am grateful that I decided not because I would be afraid of catching something.

Hotels.com claim that they have a price match policy where they will honour your lower pricing if you find one. I found on on nov 12. They confirm that they will refund the difference of 181 pounds 72 hours upon check out. See e-mail. I follow up 72 hours upon check out and they say they can't do it because the hotel doesn't agree to it. Confirmation e-mail says nothing about hotel confirming to agree to that policy. It is a hotels.com policy and not a hotel policy and hotels.com should refund it

I have called over fifteen times trying to get this resolved, but no one, not even a supervisor, will take care of. Upon making my reservation, I was to enter a code that would give two stamps for every night of the stay, yet there was no place to insert the code. I am trying to get the code instated, but instead I am getting the run around. Now, I am being ignored and placed on hold for long periods of time instead of resolving the issue. I have been calling since 11/28 - to current.

The company sent an advert for a Black Friday deal. But the code was not admissible based on the websites opaque design that deceives customers. Don't use this company. The customer support is non existent and even has the audacity to suggest that Hotels.com does not have a complaints department. I was cut off from a conversation once and was not dealt with with in a proper manner. I mean what company would be allowed to operate!

I Booked a hotel reservation for Radisson Blu Downtown Minneapolis only to have it change completely to the Royal Sonesta Hotel, a difference of almost 10 miles, that, changes my weekend plans entirely. Called customer service and all they can do is cancel which will result in my having to pay for a night either way. No refund offered for false advertisement

I made a reservation with Hampton Inn in Chicago. When I saw the price of $192.30 I went on to cancel my booking. I hit the cancelation button several times and kept receiving an error. I was under the impression that nothing was booked. I never received a confirmation or cancelation email. I went on to book two other hotels but had to cancel those. I received confirmations and cancelations emails. I went on my trip to a funeral with another reserved hotel. When I returned home I noticed the money had been taken out of my account. After three tries to get my money back speaking with several agents and providing the charge I still was unable to get my money back. I have asked several times to speak with a manager and I've been told one will call me. I have received no calls from a manager. I am on disability and I don't have that money to give away. I feel this company is being unfair. I would not have just not shown up knowing I would be charged for the hotel. That's why I immediately hit cancel when I saw the price. I would not keep calling to get my money back if I felt that I did not try to cancel this booking. By not receiving the emails I did not know the room was still booked. I need that money for medication. I am asking you to please refund my money. I have no other money until the end of the month. During these trying times with COVID, money can not be wasted. Please, I am asking you to return my money.

I was given a coupon for my hotel I booked that was cancelled due to covid 19 I have been trying to re book this hotel for 6 months now and have not receive any results from the customer support, I have been lied to, ignored and mislead and my coupon is 2 months away from expiring and I am still without help from anyone.

I have contacted several agents and been promised what I am trying to do is possible and can be booked.

I want to book for April next year and use my coupon now yet it will not work, I need an answer or a refund but now no agents will respond to me clearly trying to scam me out of my money, unacceptable and it I'll be making a further complain to the board.

I reserved a recent stay at an Israeli hotel using my laptop browser. I was quoted a price. I notified friends who would be joining us, and they reserved the same hotel, same dates, same room, same price with one exception. They used the hotels.com app on their mobile device. They received a 10% discount in the process.

It appears that this is their policy, and is unfair to registered members. The hotel is not responsible for this inconsistency, and hotels.com is unconcerned.

My complaint: Reference number. [protected]
Ramot Resort Hotel October [protected]
my cost 2, 637.21 Israeli shekel + 17% VAT. Our friend's cost was the same as ours, but they recieved a hotels.com 10% discount which, in effect resulted in their booked price as having included VAT.

I booked 4 nights at La Quinta Inn in Austin TX, May 20-24, 2020. That booking was not kept due to COVID. I have been attempting to have at least a portion of $538.22 refunded to me for about six months now. I am continually being told that hotels has been unable to reach me. This is an outright lie. No one has called. Period. Now I'm being told the refund has been approved but I STILL need to talk to someone from hotels but I'm allowed to call that person. He or she must call me. Again, there have been no calls this entire time I've been working on this. I'm exhausted from all these attempts and beyond frustrated and angry. I am prepared now to seek help from any consumer and/or legal channels if this is not resolved by the end of this week, November 5, 2021.

This is about my Hotels.com itinerary [protected]. I left the Hyatt place hotel after staying there for one night( booked for 10 nights) because the hotel room smell really bad and the service was very poor. I contacted hotels.com rep and I was told I will get a refund for 9 nights but the hotel will charge me 1 night extra as a penalty (which they charged me separately). I left the hotel based on the information hotels.com gave me about cancellation policy. I still did not get my refund. When I called hotels.com for a refund, I was told the Hyatt Place will not refund.
I hold hotels.com responsible for providing me incorrect cancellation information. I would not have left the hotel if it was non refundable. I stayed 1 night and I paid for 11 nights which is not fair.
I would very much like the hotels.com to provide me with a refund as it is entirely their fault.

On September 7th 2021, a review by Erica was posted on your website Hotels.com for the Heliotrope Hotel.
Erica never stayed at the Heliotrope Hotel.
Erica made a reservation, cancelled it for a full refund 2 full days before the reservation start date.
Please remove her review effective immediately.
Proof of claim available immediately upon request.

I had booked through hotel.com one night for one twin roomat Macdonald Windsor Hotel, Windsor SL4 1LH on Thurs 7th October. Booking reference is [protected]. When we got there, the hotel was closed up and, having rung reception, was told this was due to an outbreak of Covid. We were NOT informed beforehand either by hotel.com or the hotel so we had to find another hotel for the night. I have tried without success to contact hotels.com for my refund of £179.10 without any success. All I got told by the virtual voice was that any cancellations have to be made no less than 24 hours beforehand BUT we did not cancel. iT WAS THE HOTEL that did this.

When and how am I going to get my refund? Ther is no snail mail address for Hotels.com apart from in Texas! I demand that I get a refund or else I shall take this further. What disgusting treatment I have received from this company. Sarah S. Goudge.

My booking was cancelled due to Covid. I received a voucher which is not being updated by Hotels.com. This means that I can't spend my 2, 000 USD - which is still outstanding.
Hotels.com is not willing cooperate and makes me contact their web chat to ask them to make the booking. The team on the chat can't do this. Their ‘help line - team' on Twitter can but they are not getting back to me the moment I ask them to help me due to voucher issues.
Their attitude toward me as a customer is so bad -it is at a whole different level. At the end of the year my ‘voucher' expires and it looks like Hotels.com is stalling te conversation as long as they can so they won't have to pay back my money.

I am writing to complain about the very poor service I have received and the fact I have lost £168 due to covid lockdown and hotel.com retaining my money and to ask for your help in resolving my issue.
In January 2020 I booked a room for 2 nights at The Park Regis Hotel Birmingham staying from April 17 - April 19 2020. I used Hotel.com to secure this booking.
Following the coronavirus outbreak I was forced to cancel and they issued me a voucher for the value of £168 voucher number: [protected]
I rebooked the same hotel Park regis for April 2021 - April 16 - April 18 2021 . I used my voucher and paid an additional £50. I redeemed the voucher but did not get to stay at the hotel because of a second wave of the virus.
The resulting lockdown in the UK meant that I once again had to cancel as the hotel was closed in April 2021 and I received a refund of £50 but did not receive a voucher. I do not know why as I received a voucher the first time and the reason was exactly the same. I was upset about this and contacted Hotel.com to question why.
I contacted customer service and asked why I had no voucher and they gave me a reference number : S - [protected] to quote when I called [protected] when I was ready to rebook.
I have attempted to rebook and have been told I cannot use the voucher . I know this as I do not have a voucher. I am very concerned that they have withheld £168 of my money and are now not refunding me or offering a new voucher. What is the meaning of the reference number? I was told the reference number would secure the release of my £168.
Please can they either refund my money or provide me with voucher as a matter of urgency.
I am travelling with friends.
My friend Mr Peter Aston is meeting me in Birmingham and has been booked in the same hotel on the same dates in April on both occasions. They did send him a voucher - but not me - why?
He received a voucher and has now rebooked for 3 December 2021.
I want to book for 3 December - 5 December 2021 at The Park Regis.
I have been offered a phone number to contact them on [protected]) but it is not a real phone number and when I call it is not possible to be connected. This is such dreadful service. They also have £168 of my money with no apology or reason.
They are saying I cancelled the booking- but I did not choose to cancel the hotel was closed due to lockdown.
Please can you help rectify this situation as soon as possible.
Regards,
Anne-Marie Francis
[protected]

no breakfast was provided

there was no oven in which to cook food, there were no restaurants open in the WHOLE town

As hotel had not received any payment from hotel.com, I had to pay twice for the same room. €94 to hotels.com several days prior to my arrival and €78 to the hotel.

2 rooms were booked in March 2020. However due to the corona virus pandemic the celebrations did not go ahead as UK were in total lockdown. I have been emailing hotels.com for over 10 months trying to get a refund. On 12 September I was told I would have a full refund by today, but have been told today no refund will be forthcoming. All i want is my money back for a service I did not receive

I needed to speak to them, to report a dangerous situation at one of the hotels. I was online waiting. Then, when I finally spoke to someone, they did not understand English, so I asked for a manager. I waited for 28 minutes, before giving up. I phoned again the next day, same situation, was promised the manager in a minute, and instead, was kept on, with no further communication, for 58 minutes. Just a dreadful company. Really terrible.

Stayed at Bosworth hotel and spa at the start of this month. We were given a room that was beside a wedding reception. The music was loud, the room vibrated and this went on till 1am. I complained to the hotel who said they could not do anything I would have to contact hotel.com. I contacted hotel.com who said it was the hotels who would give a refund. They tried to contact the hotel once at night even after I told them to contact them during the day which they did not and have just ignored me since.