Hotels.com

Dear Sir/Madam,

I am writing you about a complaint regarding the treatment of the park tower in London. In the past 16 days i have made a routine of calling the house keeping and reception to constanly remind them to clean my room and have suggested to set a timer to clean my room which have been implemented. It been contstant matter where I talk to the duty manager and the reception to constanly remind them to send someone to clean my roomI have paid a substansial amount to recieve the comfortness and the treamtent of a 5 star hotel. On the contrary, the treatment that i have recieved was nothing short of horrible. I hope to recieve a full refund of the rest of my stay.

Regards,
Abdullah ALDABBOUS

I booked a hotel through Hotels.com for New Orleans, LA. Then Ida storm hit so I called hotels.com to change the date of travel still staying at the same hotel. Unfortunately, with the date change the hotel was not available. The hotels.com rep told me I would not be charged and would get a refund and I can then book another room at another hotel. However, he said it would take 5 business days. I then got an email before the original date of travel telling me my trip was still on so I called and spoke to another agent saying this should have been cancelled. The rep kept reading from a script. This time I did get her name Erlyn Andrade and she promised to get it taken care of and that I shouldn't be charged however, the hotel would be the one to cancel. She said she would be sending an email to the hotel for free cancelation. I asked to speak to her supervisor Marcus Gamalado however, she said he was not available and wouldn't put him on the phone. She promised I would get a call in 24 hours. I didn't get a call back so I followed up with an email. I heard back from her manager telling me I have to call the hotel myself so they can cancel it. I called the hotel and unfortunately, they couldn't even find my reservation. I emailed Marcus back explaining this and never heard back. The reservation is still on my account on hotels.com saying I would be charged $200 to cancel. I can't get get help even though I have done everything I can to get it taken care of.

Good evening

I am still awaiting a refund that they inform me is still being processed.
This week passed 21 days

Thank you fir support
Yvonne Litterick

We booked two double rooms with hotels.com at the trearddur bay hotel on Anglesey and they have charged us £134.10 each. The confirmation has now come through from the hotel for our stay this coming weekend- 18 September and their invoice states the charge is £109.97 per room. Absolutely disgusted that hotels.com have overcharged is by £24.13 each and cannot get a reply from them at all.
Lynda crutchley/Richard Wolstencroft

On 8/20/21, I booked two rooms through Hotels.com, one under Cathryn Tweedy and one under David Alonzo. I was charged $93.11 for each room, for a total of $186.22 When we checked into Stoney Creek Hotel Quad Cities electronically on 9/8, I was charged another $78.24 on my credit card, and when David checked in he was charged $78.24 on his credit card by the hotel. I have called Hotels.com on 9/6/21, 9/8/21, 9/10/21, 9/13/21 and 9/14/21 and all five times was promised a call back by he manager. I emailed in both my and David's receipts (attached) of payment from Stoney Creek Hotel on 9/8/21 and have requested a refund back to my card in the amount I paid Hotels.com ($186.22, $93.11 for two rooms). I still do not have resolution to my problem, and have not heard back from a manager as requested.

We booked to stay at a hotel in guernsey with four friends in May 2020. Due to the pandemic, the trip was cancelled by Hotels. Com and we were told the very strict procedure for applying for a full cash refund. We did exactly as we were instructed. Our friends were all given a full cash refund immediately, and we were given a voucher, and after trying to get a refund numerous time see gave up and reluctantly accepted. The expiry has now been extended to Dec 2021. On trying to book the same hotel, there is NO AVAILABILITY before the expiry date .We we're promised a cash refund when this became apparent during a telephone call, but despite NUMEROUS calls and promises that we would receive our money in the next few days, we still have no refund. My latest call today saw the operator speaking to her supervisor who was adamant a refund was not possible as we had a voucher( despite the fact it cannot be used and is worthless ) . I asked to be put through to refund dept/manager/supervisor to be told this was not possible and I could not speak to anyone else who could help. I have phoned the hotel directly who were appalled that hotels. com had not returned our money. Our booking reference is [protected] and our case number is [protected]. I cannot believe we haven't even had the courtesy of an email. So we are in a position where we have a voucher we never wanted which is not worth anything, but being refused a refund because we have it! Madness and frankly disgusting . Please help, I think our only other option is taking a legal route through the small claims court . This has now become a matter of principle as the customer service at Hotels.com when things go wrong I'd frankly a disgrace and it seems the customer is powerless

Please be aware that if you purchase gift cards for someone as a gift, they can only enter one gift card number per trip. I was given four $50 gift cards and expected to use them on one stay as a combined $200 but was shocked when I found out that I needed to ask the person who gave them to me for the reciept in order to use them all. I was also shocked when I was hung up on by the customer service agent. When I tried the online help they directed me to an email address to help me. I emailed them but got no response. I would recommend not falling prey to their gift card scam they have going. It is more of an inconvenience for you and the person you are gifting.

I booked my room to Butterfly Boutique Hotel on the 2nd September (confirmation number [protected]) for 5 night starting from the 4th of the same month.

Once arrived at the booked hotel Butterfly receptionist told me hotels.com didn't send them the reservation for my room and at the moment they didn't have any free room, so they relocated me to a different hotel Amphitryon Boutique Hotel which of course I didn't choose.
After waiting at the least 30 minutes I went to the new hotel.

The lady at the reception of Amphitryon told me they even didn't have an available room but they would have given me the suite, but in case the would have needed it, I would have to change the room again. At this point I expressed all my disappointment as I was in the city just for 5 night and I was not happy to pack again my things to change the room. I was really impressed to her rudeness. She made a phone call talking loud and in Greek which I was not able to understand, and still at the phone she threw on the desk the keys of a regular room and a paper with wifi information.

The attitude of this girl (I don't know the name but she was the only lady at the reception during my stay) was unaccettable when after a few days I went gently complainting I was missing a card of mine that I put in the power switch to keep the room refrigereted for the moment I would came. She replied with these words "It's your fault" if the housekeeper took the card because you are not suppose to keep AC on when out. I was speachless of her attitude. After paying a room I think It's my right to decide to keep the AC on even more It's not possible to hear these words as a paying guest, I took the chance also to explain her how she treated me the first night was not nice and instead of apologize she kept her way of acting.

By the way she called the 2 housekeepers to ask if they took my card, but of course they said they didn't take anything.

I felt humiliated and not welcomed at all, I will never come back and if hotel.com doesn't find a solution to compensate my unhappy stay I won't even choose this website again, and inform people of how I have been treated.

I didn't mention I was missing paper toilet (I asked the second night for it) and condition of the balcony was disgusting as one chair was full of hair as por picture attached.

The worst experience ever. Hotel & Tru by Hilton oversold the room, cancelled my reservation without any notification.

I booked using Hotels.com, they confirmed the reservation number [protected]. I drove 7 hrs. with two kids to arrive at the hotel, when trying to check in they told me the reservation was cancelled. Nobody called me from Hotels.com, all the email received was to check in "contactless", True Hotel did not call me either. They did not care about the kids or anything. I contacted Hotels, waited an hour in line and they did not provide any solution. They did not know my reservation was cancelled, when they called Tru by Hilton they confirmed it was canceled, they tried to relocate me to another hotel and all hotels around were sold out. All they offered was $25 credit. I told them I did not care about the money; I needed a room for my family. After an hour of waiting Hotels did not do anything for me and my family. I had to contact at least 10 different hotels in the area, found a room available 1hr away from the location I needed.

Tru and Hotels.com did not show any care for the situation. A family trip that was supposed to be to enjoy the weekend ended up being a disaster and nobody cares. Hotels charged my credit card and two days later gave me a refund. BUT if it was my fault for sure they would charge me for one night and I did not have a right to claim anything, BUT it was their fault and all they did was to refund the money.

I really need somebody to contact me and explain to me why this thing happens. I personally won't use this app/platform again and will provide feedback everywhere to make sure nobody uses it.

Hello there: I'm Serag
I booked a hotel through Hotel.com web site
Went to the hotel in time.. Found no booking for me.. The Hotel changed its name since 1 year.. And they now not accepting bookings through the internet..and told go police and ask them for your money..talked to them many time but in vain...they told we will see.we will discuss...i feel they are not serious in returning my mony
Confirmation nu: [protected]
Reservation From aug 4.. To aug 7
[protected]@gmail.com
Tel: [protected]

Arrived exhausted in Las Vegas and opened Hotel.com app on my phone. Found a hotel and the app said I could make a reservation and NO MONEY WOULD BE CHARGED TO MY BANK CARD, AS I WOULD PAY AT THE HOTEL.
Within 5 minutes, a $487 debit showed up on my bank account. As that was directly the opposite of what they said, I said I wanted to cancel the reservation. Now all of the sudden, the reservation became a "Booking" and if I wanted to cancel a "Booking", the hotel would keep half of what i was charged, unless I called the hotel and they agreed not to. I called the hotel and they had no record of any reservation and said I would have to deal with Hotel.com. Hotel.com has NO HUMAN TO EVER TALK TO, and they claim it's the hotel keeping your money, when it's them. I was not suppose to be charged a penny, and now it will be up to "review" and that will take 10 days. I have an email from them saying NO MONEY WOULD BE WITHDRAWN from my bank account and yet $500 was grabbed instantly. I think it may need to be class account suit time. These people are theives. DONT GIVEC THEM YOUR CREDIT CARD NUMBER!

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.