Hotels.com
reviews and complaints

I cancelled a hotel within the timeframe and am eligible for a full refund of £3, 000+. Three weeks later, 6 calls later and 5 emails later I still have not received my money. I am told every time I call that my situation is an isolated case, they apologise and say my matter has been escalated to the highest tier. I have been told I will hear back within 24 hours, 48 hours, 7-10 days or whatever they decide. Not once has anyone from hotels.com called me or responded to any of my emails. I have done all the chasing at considerable expense - each call takes approx 45 mins. I'm fed up with repeating myself and being given promises and reassurances which never materialise. Having looked at other complaints, my issue is clearly not isolated. Something is very wrong here.

We booked a room since we were going to be out of town for my mother in law's funeral. Due to delays with our last minute trip, I called shortly after booking to let them know that we would be delayed and would not check in til the following night. They said they would charge us for the night. I said ok. The next day when we arrived, we had booked 3 nights, we were told that we did not have a reservation. Our credit card was charged for 3 nights. We had to book a different hotel for the following 2 nights. To this day, hotels.com has refused to refund our $347. We basically got ripped off by this business

I prepaid a room at the Holiday Inn in Amarillo, Texas. When i arrived I learned the the hotel had no running water due to a main water pipe break. i was told it would be repaired within 30 minutes. Five hours later it was still not repaired and other hotels in the area were filling up. The manager Varun Chitkara made arrangements for us to move to another unaffiliated Holiday Inn near by and said my room would be cancelled and refund made. I moved to another hotel and paid an additional charge for it. It is now almost 3 weeks later i have not received a refund. The hotel manager says he will call Hotels.com and clear up the matter and the chat agent with Hotels.com says they can not make a refund because they can not get the hotel to respond concering the matter. i think they expect me to go away. I am considering cancelling my Hotel.com account, but I will continue to file complaints until this is resolved

I have tried my best to get in touch with hotels.com and send them the below email outlining my situation that happened over the weekend. I have tried to call but the customer service has been diabolical and done nothing but caused more stress.

Dear Sirs

I am writing to make a formal complaint about fraudulent activity via your platform (on two occasions) and extremely unhelpful customer service.

I booked the Laystall Apartments in London via Hotels.com (booking reference [protected]) for Saturday 28th August to Tuesday 31st August and paid £351 for the booking (on terms that I could not cancel after 14th August). As instructed on the confirmation email I received from Hotels.com, I contacted the property (using the number provided on the confirmation email) 72 hours prior to arrival for check-in instructions, however, the telephone number provided kept going straight to voicemail and so I was unable to get through to anyone. I rang multiple times on Thursday 26th August, Friday 27th August and Saturday 28th August prior to arrival but every time I rang the number went straight to voicemail. I also tried contacting via the "message the property" option on Hotels.com and I could see that some of the messages had been read but I still received no response. Whilst travelling down to London on Saturday 28th, I got increasingly concerned about the lack of response and so called the Hotels.com customer services phoneline a number of times. I found it extremely difficult to get through to anyone on the customer services line, the phone cut-off on multiple occasions and I was put on hold several times before the phone just cutting off. When I finally managed to speak to someone, I explained the situation and I was provided with an email address for the property (this was Nathan.[protected]@gmail.com). I emailed Nathan straight away to request check-in information and I received the following response from Nathan at 12:20pm (with check-in expected at 2pm):

"please contact hotels.com to cancel as we are overbooked"

I was very shocked to receive this response just over 1 hour before check-in, having made the booking weeks in advance, having paid for my booking in full and having travelled 250 miles to London that morning. I tried calling Hotels.com to resolve the situation and again had real difficulty getting through to anyone - as you will appreciate, this was extremely frustrating.

As I was already in London by this time and was unable to get through to your customer service team to discuss this, I booked another apartment (Bridgwalk Apartment - which was in a completely different area of London) for the same dates (booking reference [protected]) via Hotels.com (and again paid in full for the booking - this time £486) and when I received the confirmation email from Hotels.com, quite unbelievably, I saw that the telephone number to contact the property for the check-in information was the same contact number as for the Laystall Apartments and so when I rang this, it took me straight to the same voicemail that I had got through to for the Laystall apartments. As you can imagine, I was very distressed at this point and so again, tried calling Hotel.com multiple times to speak to someone to resolve this situation. I spoke to a number of people - all of which were completely unable to comprehend the situation or able to offer any assistance or support whatsoever. I was told by one customer services agent to just turn up at the Bridgwalk Apartment as "someone would be there to let me in" - despite me reading several times to them the statement from the confirmation email that there is no reception desk or check-in facility on site. I asked to speak to a manager repeatedly but wasn't put through to anyone else and was constantly told "the manager was unavailable but would tell me to turn up at the property". I also requested that both bookings be refunded to me and I was told that this could not happen until the owner of the property had approved this and that you could not get in touch with the owner of the property - again showing a complete disregard and lack of understanding of the situation.

I have been a very loyal customer with Hotels.com for a number of years (you will see this from my booking history) and I have always used this as my preferred booking platform - however, as you will appreciate, I am extremely angry and shocked that you permit this fraudulent activity via your site, you do not have appropriate safeguards, checks and procedures in place to prevent these properties being listed on your site and your customer services team were completely incapable of offering any assistance or support in a very distressing situation. The fact that this situation happened to me twice in literally the space of 20 minutes suggests that there are a large number of properties on your site which are not legitimate and needless to say, I will never be using your site again.

I am also reporting this matter to the police and I have left reviews in respect of both properties warning others of this scam.

Please provide a full refund in respect of both bookings as soon as possible and confirm that this will be actioned. I would also request that you remove these properties (and any other properties operated by the same individual) from your site to avoid this happening to other people in the future.

I look forward to hearing from you at your earliest convenience.

I recieved an email on the 24th feb providing me with details of a voucher for the covid cancelled booking make with hotel.com vouchers from tescos clubcard (value £165). I have tried to use the voucher on 3 seperate devices and it informs me each time "The coupon code is for email subscribers. Its only valid when you click through from your coupon email. I sopke to someone from Hotels.com and was told to send an email explaining what was happening with photographs. I recieved a conformation email, informing me someone would get back to me in 10 days. I have emailed again as have had no response. And have still not had a response.

June 24, 2021 I made a same day reservation through Hotels.com for a room at the Quality Inn in Sparks NV. At he time I made the reservation it stated no cancellation refunds but since we would be at the hotel in the evening I went ahead and made the reservation The reservation # is [protected]. The amount I paid to Hotels.com was $112.85. When we got to Quality Inn that evening we were told the hotel or Hotels.com had overbooked and there wasn't a room for us. I cancelled the reservation per the Quality Inns direction. We tried contacting Hotels.com 5 times to get a refund because of either the hotel or Hotels.com error. Each time we were sent to another department and I would receive an email of denial. I should get a refund because of the error of either the hotel or Hotels.com. The reservation was made under my name Janet Manchester and my phone # [protected]. Please notify me to let me know this was received. Thank you.

They treated us poorly we went and booked this for my daughters birthday they left kids in the car and a pregnant lady in the car for 5 hours with no were to go I want compensation we wasted 50 worth of shopping and a £70 cake got spoiled because we had no we're to go on they gave us a voucher to stay in a hotel which did not cover us as it was bank holiday plus there system was down on that weekend too hand we only could book through them they had a duty of care and failed to provide us suitable accommodation due to the fault of there selves in relation to our original accommodations I want to take this higher and get compensation we had to end up spending more money and they still have not refunded us back

I made a hotel booking via hotels.com. This was cancelled due to Covid and I received a coupon. As the amount was substantial I split the bookings and this worked very well. Each time I made a booking I received a new coupon with the updated amount. Until my final booking for July. Hotels.com claims they sent me a new coupon on the 5th of July. Unfortunately I never received it. Because of this I am not able to make a booking using my coupon - 2390 USD is pending. I have spent many hours on the chat - it has all been documenten and the call center agents have been pushing me around - telling fairytales just to get off the chat. The only thing that needs to be done is to resent the email they claim to have sent on the 5th of July. The so called emergency team is supposed to get back to customers within 24 hours - guess what they never do. Please make an effort in getting MY money back. Thank you. Alexander Doll [protected]@gmail.com

I booked a stay in London a month ago via tesco Clubcard points. As soon as I realised a day or so later that the points hadn't been applied and the full amount of £252 had been taken from my account I contacted hotels.com via chat to explain the circumstances ad was promised a full refund. One month and many chats later this still hasn't happened. I did get a call from a Phoenix Arizona number last Tuesday saying my refund would be processed within 5 days so I was hopeful at that point. But still nothing and the chat service is saying it will be another 10 days. This is totally unacceptable.

Last May 2020 I had planned a trip with my family to Cape Verde, however due to the Pandemic we were not able to Travel.
A Voucher was provided however the Hotel that I was staying before currently is closed. Based on that I have contacted your Customer Service and luckily, I got the information that with the new rules from 2021 a new Voucher would be sent to me and I can make a reservation in a different Hotel and Country (contact done in the beginning of August - S#[protected]). I just had to wait a maximum of 7 days and I should receive the respective Voucher. Unfortunately, I did not get it.
Yesterday (August 23rd) I got in contact with the Customer Service again and after explaining the full situation I have provided the details for the new reservation with Hotel Name, Location, Dates for Travel, Number of passengers, everything. After searching for the Hotel, the Customer representative was giving a quotation that was almost the double of what I was finding on the website. After providing additional information like the Hotel Address, I was requested to wait on the line and suddenly the call was turned off (the Customer Representative Name was Lucas) after almost 1 hour and 15 minutes.
Today, I have called again, and I was able to talk with a different Customer Representative (Vinucius) that has informed me that the request raised with the ID S#[protected] was cancelled internally without providing me any information or explanation. So, I believe I could never get the New Voucher, right? After explaining, again, the full situation Vinicius was able to find the Hotel with the same rate that I was getting in the website. "WoW, we will resolve this finally!", I thought (S#[protected]).
Well, I was wrong, Vinicius informed me that he could not do the reservation and he had to put a request to a different department and the request will take approximately 7 days again. But this is not what got me really upset. The issue was when he told me that if any price change applies to the reservation between today and the date that I would be contacted for the other department, this cost should be supported by me.
Well, I am trying to make the reservation since the beginning of August and since then the prices already went up and for sure will continuing going up and I truly believe that does not make sense to have a customer paying for something that he is not responsible for neither can make anything.
I have requested to talk with a Supervisor, and I was informed that I would receive a call from the Supervisor today, however, as I was already expecting, no call was received.

I booked a 5 night stay at the Hilton grand for 6/6/21 thru 6/10/21. After a 9 hour drive to Myrtle Beach SC when i went to check in the hotel had no record of my reservation. the Manger called hotels.com and after being on hold for 30+ minutes, they hung up. The Hotel did not have a vacancy to cover my 5 nights, so I had to find a place to stay. When I got back home, I contacted Hotels.com concerning my problem. They said they would look into it and get back to me. They emailed me to say they were unable to contact the property thus there would be no refund under the contract. I had contacted Hilton Grand corporate office [protected] (Gregory Siegel) and they confirmed they never received the reservation nor did they receive any payment. Confirmation number [protected] For them to say they were unable to contact the property is absurd. If this is not taken care of they leave me no other choice but to take legal action.

Justin Murgatroyd, Booking reference: [protected]
Bayhouse Scarborough - dates 22nd & 23rd August 2021.
When we arrived we were shown a notice that said the main guests at the Bayhouse were council referrals! - we would not have booked if we had been aware of this.
The notice also stated that there would be no servicing of the rooms for the duration of your stay.
There was a excrement stain on the bathroom floor trying to be passed off as hair dye, in my opinion under no circumstances should this room have been let until the disgusting stain had been removed. We were offered a £10 reduction if we paid but we had already paid.
The hotels.com website said that breakfast was available at the venue - this was not the case.
We had paid prior to the event and were badgered to pay again, even though we told the greeter that we had already paid.

I found a price for my room in Cabo San Luca that is lower than what is being offered on Hotels.com. For over a month I have been getting the run around from customer service, with each person telling me one lie about how to resubmit the claim and the next person saying something different. Finally I was directed to send an email to their tech support team and give them 10 business days to respond. I have been waiting for over 2 weeks.

I strongly believe that the plan has been to wait out the lower price, until it increased.

Cancelled BOTH my reservations.

Almost messed up our long planned family vacation. Still waiting on one of the refunds from February. Truly unacceptable 4 hour wait (3) days in a row to speak to representative. Never never ever again will I use hotels.com

Really screwed up because I just spent 9 weeks on the road and you lost ALL that business $9000 hotel bill paid for by my insurance company that could've been yours if ANYONE had done their job or picked up the phone to fix the simple problems.

James Bores
[protected]

Mrs Rathore I would like to raise a complaint for the appalling service I have received from hotels .com
I tried to book a hotel on 08/07/21 I had a voucher for £150 pounds And £60
However when tried the website would not allow the booking
I then tried again 09/07/21 and still had issues with the website
I contacted customer services
The staff were rude lied to me saying a manager would call me back within 48 hours
It is now August
I have not received a call back
I am a silver member and due to the lack of poor customer service my voucher has expired.
The hotel booking was for a bereavement .
That unfortunately could not attend
I will therefore escalating this complaint to the hotel consumer arbitration regarding this
I have lost £150 due to poor service from hotels.com
And shall not be booking with them in the future

I booked the above apartment via hotels.com and paid £135.00 tesco voucher and £9.95 paypal. On arriving, the apartment was dirty and had an awful odour and i| knew I would not be able to stay so we checked straight out and the receptionist "chrissie" apologised profusely and accepted a full refund was required. As it was booked through hotels.com she advised I had to request the refund from them. On speaking to hotels.com they spoke to the receptionist to confirm what I said was correct and agreed I was due the full refund and processed it. When the refund email was sent to me it was for £9.95. I asked where the remainder was but they said I would need to contact tesco. On speaking to them they confirmed that once the voucher code has been used hotel.com receive cash and therefore should be refunding me the whole amount. I spoke to hotels.com again but they are adamant the voucher can only be used one, which I know but it is a refund of the cash they have received I am entitled to. I have told them numerous times what tesco have said but they do not seem to understand.

I am disgusted with the hotel I stopped in we had a broken bed base and dipped mattress. The shower base is cracked the seal around shower is out and not sealed properly there was a public hair in shower. tooth pick behind the sink. The noise of people coming in was terrible at gone 3-4 and all threw the night when people was walking around outside our room and in the room above the floors was creaking like mad so had no sleep with that and sleeping on the floor I dont no how it is classed as a 5* hotel is beyond me and the price I paid was way to much to pay for this hotel I should be refunded for this as it's not worth the price or the stay
Please can someone get back to me on [protected] thanks
Tracieanne arme

I joined to earn points and to ONLY earn points for a free stay. So I have book 11 nights and I still don't have my free night. My 3 day mini-vacation stay booked through hotels.com has disappeared. Either given me my free night or refund me my average stay which is what I prefer because I do not care to do business with hotels.com again. This is a scam company

I joined Hotels.com to receive points for hotel stays to eventually earn a free night for every 10 night stays. Well here comes the times when I should have earned my free night and one of my stays, a 3 night mini-vacation, disappears from my bookings list so hence I "don't" earn my free night. This company is a scam! I would NOT use them again.

I booked a hotel in Alaska on May 27th and paid 829.52 via PayPal. I received several emails from Hotels.com confirming my stay. When I sought to see my booking it said I didn't have one. Turns out the hotel had been closed and the owner arrested. Turns out the confirmation number was bogus. I tried several times to relay to Hotels.com my issue but the system didn't recognize the number I was given.

Help! I don't know where else to go and I was unable to get through to real person at Hotels.com