Hotels.com
reviews and complaints

On 9/26/2019 and 9/27/2019 I made a reservation through Hotels.com to a hotel called Comfort Hotel Vesterbro in Copenhagen. I had made a mistake and accidently hit the button to pay up front. I immediately called Hotels.com and they said that the Comfort Hotel Vesterbro would not refund my money. My credit card was debited by Hotels.com. I wasn't too woried because I fully intended to stay there. Then the pandemic happened and my cruise was cancelled. They would not refund my money and they gave me a voucher to use. I rebooked the cruise and expected to use the coupons in May of 2021. My cruise was cancelled again. I will not be able to rebook in 2022 as my mom is 88 and will no longer be able to go on this tour, so these vouchers are useless to me. I sent an e-mail to Hotel Vesterbro back on 5/29/21 and it was never answered. I called Hotels.com a few weeks ago and they said that they would try to negotiate for me and will get back to me. They never did. I called again on 6/17/21 and they gave me a dispute Reference#. When I called them on 6/26/21 they told me once again that the Hotel would not give me my money back and that I should call them directly. On 6/26/21 I called the Hotel Vesterbro and talked with someone at the front desk. He told me that they have no reference of talking with Hotels.com and that as far as he knew they never received any money from them.

I feel like I am getting the runaround from both Hotels.com and Comfort Hotel Vesterbro Copenhagen. At the very least I'd like to get vouchers to be used for any Hotels.com booking.

I booked a room at the Saint Hotel in New Orleans, LA from Hotels.com. A couple of hours later the hotel called to tell me they were overbooked. They said they told Hotels.com they were overbooked but they still were booking rooms. They then told me to call Hotels.com to book me a room with another hotel. I called Hotels.com and waited over an hour on hold and no one ever answered. It's been two weeks and I still have not received my refund.

July 26, 2012
Conf. [protected]
When I made this hotel reservation on the Hotels.com website, there was an option to pay at the hotel which is what I wanted. However the site would not allow the conformation without full payment prior!

We had to leave the Westin Hotel one day early and was told by the Westin we could receive a refund. I have not been able to contact HOtels.com. I waited on hold only to be disconnected.

I would like a refund of $206.10.

Hotel room was unsanitary! I immediately notified the person at the front desk (Angelica) whom actually was being very helpful! I let Angelica know that the room wasn't cleaned, but they had no more rooms available. Angelica advised me to call Hotel.com/Expedia to get relocated. I did such, only to get a run around. I explained the situation to the representative from Hotel.com/Expedia and then was placed on hold for 40 mins all of the sudden the rep ended the call without any further notice. I called back still the same response, but this time 30 mins. Had Angelica call and Expedia rep told her she wasn't giving them the right Hotel ID, so they couldn't verify her nor help. After almost 2 hours of trying, being it almost midnight and my kids in the backseat cranky, I purchased a room across town. I am very disappointed with how this company handled this situation and I will NEVER use them again!

Econo Lodge 1142 Sniders Highway Walterboro South Carolina 29488 cancelled my reservation with Hotels.com because he said "hotels
Com credit card was declined. So he cancelled the reservation and now Hotels.com has not issued my refund. So basically they are stealing $58.24. I know this is not alot of money to you, but it is to me.

I keep getting from Hotels.com
july 26th now 10 days.

 

When will I have my refund.  I found this on your 

We process refunds within 24 hours. For additional details, see Refunds on hotel and vacation rental bookings.this should be done by Tuesday July 27th at the lastest.  If not I will be forced to go to the better business bureau and social media.  I am already drawing interest on this.

Now Hotels.com is not replying
This is the email.
[protected]@chat.hotels.com

-------- Original message --------

From: [protected]@chat.hotels.com

Date: 7/24/21 6:48 PM (GMT-05:00)

To: [protected]@hotmail.com

Subject: Something else:Account information

It looks like there's already a service request in progress. Nothing since this...

Hi, my husband Nausherwan Effandi booked a room for us at Hotel Sant'Angelo Rome fro. 20th - 22nd July, Booking reference: [protected]
Email: Nausherwan.[protected]@gmail.com
Phone number: +[protected]

It was paid via card and the payment was accepted. However, upon our arrival from Barcelona, we found out that the hotel has been closed since 5-6 months. The restaurant was partly operational and the staff informed us that they haven't seen the hotel staff in months.

It caused us a lot of inconvenience as if was our first time in Rome and we had no idea where to go.

We booked another hotel nearby and can provide the receipts as a proof for our refund.

We hope you not only refund us but also compensate for the inconvenience and time loss as we are regular customers.

Kind Regards,
Alveena

Hi, here is my situation - booking # [protected] on July 12, 2021 with Hotels.com:
- I make a booking on hotels.com for one night (same day)
- after the booking Hotels.com called me two times (I missed those as was on the road)
- as I did not receive those call, I came to the hotel (Country Inn & Suites by Radisson, Elizabethtown, KY (1194367)) and woman at reception told me that they were overbooked and have no room for me and that Hotels.com called me.
- we had to book another hotel (with two children, at night)
- later I received an email from Hotel.com sent me an email saying that "Country Inn & Suites by Radisson, Elizabethtown, KY (1194367) has informed us they're unable to accommodate your reservation because they have overbooked their property and the room you booked is not available."
- next day I saw that my card was charged by hotel.com for the night that they have cancelled.
- we contacted Hotel.com and after one and a half months of back and forth they said "This is regarding your refund request for your hotel reservation at Country Inn & Suites by Radisson, Elizabethtown, KY. We have attempted to contact the property, unfortunately, we were unable to contact the authorize person for a refund. In this case, we are sorry to inform you that we will need to abide by the terms and conditions of the booking which states refunds are not allowed.
If you like, you can contact the property and ask for refund. Kindly reply to this email and provide us the name and the position of the approver and we will coordinate it again.
We are hoping for your kind understanding in this matter.
Thanks for choosing Hotels.com.
Sincerely,
Charmaine R.
mnlcremetio
Hotels.com Customer Support Team"

Please kindly help us to get a refund from Hotels.com - they have charged us for the night that they have cancelled.

Thank you,
Galyna Novokhatka

We booked our room with breakfast (only option available on the site). On our arrival we were informed we had room only. This led us to read the fine print (on the inside of the reservation, click on the full information and there the information that the breakfast is available at a surcharge is presented) and realized we got scammed!
We made the reservation through hotels.com because it was cheaper. But it turned out we were cheated on 10€ per night.

This company just keeps getting worse, which is probably why they don't post an E-mail address for complaints. Their overseas "customer support" is a joke. It's nothing but untrained receptionists that you can barely understand who can never help with anything. They always take a message but no one ever gets back to you, even if the matter is urgent. Most recent examples:

1} A person in Russia {with a totally different name so should have been immediately caught} hacked my account and used one of my earned rewards. I called several times about it but still do not have the reward posted back to my account {Case # [protected]}.
2} I never received stamps for my 3 nights in early July {Reservation # [protected]}.
3} I never received stamps for my 3 nights in June {Reservation # [protected]}.
⁠
I travel extensively but am about to permanently close my "Gold" Hotels.com account and just book with WyndhamRewards if these problems aren't remedied immediately. Meanwhile, I'll continue to post my issues throughout the social media platforms in an effort to alert other travelers of this pathetic company.
⁠

I booked a hotel room through hotels.com and they charged me $106.27. The hotel's receipt was for $84.83.

I booked a hotel reservation on Friday May 28, 2021 for the same evening. I have the email confirmation for the hotel. When I arrived at the hotel, the Rodeway Inn, Billings, Montana front desk could not find my reservation and did not honor my pre-paid reservation. There were no rooms available. I called Hotels.com immediately, but was unable to speak with a customer service agent. I also tried to contact via hotels.com website and was unable to get a refund or resolution. I understand that the booking was non-refundable, but the hotel did not honor the pre-paid reservation at all. I tried to resolve the issue again by phone and by chat on 6/8 and was told I would have to wait an extraordinarily long time. I can provide a transcript /documentation of my discussions via chat. I can also provide email confirmation from Hotels.com that the communication did take place. Conveniently for Hotels.com, the phone ques to resolve the many issues are always hours long, and today my call was totally disconnected after I decided to wait the requisite 2 hours for my 'turn.'

Problem occured at 18/07/2021 with Confirmation number: [protected]

I arrived at the hotel where I was told that they have no booking in their system simply because they do not have a contractual relationship with hotels.com. Only with Booking.com and Expedia.

The owner stayed with me after chatting with them online and then they called and placed me on hold. She was furious that it happened and wanted to talk to them personally to resolve the situation. The irony is that hotels.com staff never connected despite waiting over 40 minutes.

I emailed and called hotels.com again afterwards and literally no one picks up or responds. This is nothing short of theft. I would like either a refund or to stay at a place of an equal standard to where I am staying at.

We arrived at beach club Odessa 15/07/21 to check in the receptionist told us the hotel is on covid quarantine. We asked other people that were in the reception, they told us that the hotel is up and running and there currently staying in it. I told the receptionist what I found out, she said that my reservation does not exist. I showed here the voucher from hotel.com she said that they cancelled my reservation because they got no money from hotel.com. After that i showed them the paid voucher again, she said that I should have made a reservation through there site not hotel.com. After this i showed her again that I payed for my stay and showed my voucher. She called security and I got thrown out with my 13 year old son into the streets. We lost are entire day of vacation after a lot of struggle we managed to find a place in a very pricey hotel. Because of this experience are holidays were ruined. I think hotel.com shouldn't collaborate with a very poor hotel service like theres.
I plead for the fastest money return possible.

I booked at hotel in Elmsford ny at the motel 6 i went to the location and when i checked in i checked the bed and there were bug in. The bed as well as hair particles on the sheets bed was very dirty. I contacted hotels .com in regards to this matter to be relocated down the block to the next available hotel and i would pay the difference. I was placed on hold to the department that handles the change in booking was on hold for a total of 3 hours which was unprofessional me and my family stuck outside of hotel waiting on someone to answer my call. I talked to three representatives one said i could get a refund for this matter when i called back Jen id #433261 said i cant get a refund well i want a credit for the hotel stay for thw inconvenience there was no other rooms available at motel 6 this is the reason for relocation. Jen stated it takes the department 5-6 mins to answer still on hold 20 mins later. This is the worst experience i ever had with Hotels.com and would like this matter to be resolved i dont care for refund just provide me a free stay somewhere else today .

Dear sir/madam, I had to book on arriving 3pm on 10/07/2021 a room at the nearby Parin Hotel at an additional cost to myself of £40. The original hotel booked on the 17/05/2021 had not been notified by Hotels.com resulting in the accommodation being full on my arrival. I look forward to your response and thank you so much. Kind Regards from William Stewart

Contacted hotels.com on Sunday 11th July at 10.30am to ask if we could change a bookings which was partially paid using a voucher. Was advised that This could be done.

Called back at 5.45pm after changing our other trip plans to amend hotel to be advised we couldn't do this without losing the voucher.
Asked to speak to a manger and was guaranteed a call back before 11pm same day. We only had until midnight to amend this booking. No call back.

Called back at 9pm and spoke to another agent who completed another escalation for us and was told it would be 48 hours before someone called us back.
Clearly the first agent just wanted me off the phone and told me lies about getting a call
back same day.
I had to amend booking and pay the extra room cost.

Shocking customer service, lack of cal backs and wrong information provided.

Now want a refund and my compliant handles.

Dear Sirs,

RE: Hotels.com reservation confirmation [protected] - The Bailey's Hotel London - London 09/07/2021 to 11/07/2021.

I sent a number of emails to Hotels.com at the time on 9 July 2021 and I am still deeply disappointed by their shoddy treatment following the debacle at check-in on Friday 9 July 2021.

Hotels.com did nothing to help me for over three hours whilst I desperately tried to reach them by telephone and email. Hotels.com left me hanging on the phone for hours and provided zero explanation for why the hotel could not locate my booking and payment.

I am still out of pocket by £311.48 because I had to pay the hotel again just so I could check-in and get on with my trip. The three-hour debacle undermined my plans for the evening. I did not arrive at the hotel to spend three hours checking in whilst Hotels.com and their wholly incompetent agents went about trying to outdo each other in how to deliver maximum discomfort, disappointment and embarrassment to a long-term customer.

Please ensure Hotels.com make immediate reparations by:

1. Refunding me the sum of £311.48 without delay given I am out of pocket after having to pay again.
2. Ensuring that Hotels.com credits my two nights stay.
3. Ensuring that Hotels.com pays to me a further sum of £500.00 by way of compensation for the hurt, discomfort and loss of enjoyment they put me through.
4. Ensuring that Hotels.com adds a reasonable credit of £200.00 to my Hotels.com account.

I trust you Hotels.com treat this as a matter of priority and provide me with the courtesy of an urgent response within the next seven days, otherwise, I will have little alternative but to commence proceedings forthwith without further notice.

Yours, in complete disgust,
[redacted]

My name is Jon Ayars on 4/26/21 i booked a room at the Hilton SF. For 4/28/21 less than a half hour later I had to cancel. I even emailed them a cancelation request after canceling on the reservation cite.. i contacted the Hilton directly and they confirm that i didn't have a reservation for 4/28/2021 & that i didnt check in. When hotels.com charged my bank account i immediately contacted them an instituted fraud charges but after 75 days Hotels.com collected a $103.76 for absolutely nothing

I booked on 26 May 2021 for a one night stay at Four Seasons Hotel with my family on 26 June 2021. My Confirmation number is [protected]. Unfortunately, my city went into lockdown the day of our stay due to COVID. We were therefore unable to go. I rang Four Seasons and Four Seasons confirmed that it had not and would not charge me for the night. However, I had already paid AUD$671.98 to Hotels.com during booking.

I called Hotels.com and was told that the issue would be put through to the assessment team. The assessment team replied and asked me to get a refund from Four Seasons myself. However, I cannot get a refund from Four Seasons as Four Seasons has not charged Hotels.com. This means that Hotels.com is keeping the money for themselves.

When I rang ask the second time, I was told the waiting time to speak to an operator was 2 hours when my itinerary/confirmation number was entered. When I used another itinerary number of a previous booking, the waiting time was 2 minutes! My number was blacklisted! Hotels.com still refuses to refund me any money, even though I have confirmation from Four Seasons that they have not taken the money, not even the cancellation fee!

We booked though this app. Got to the hotel after paying in full. The couple in front of me were complaining about a filthy room and non functioning toilet. I waited patiently for about 40 minutes. I got up to the desk and the worker said that they did not have any rooms and all I had to do was get with hotels.com to get my refund. Hotels.com only refunded me 2/3 of my money despite buying the insurance. This is the worst experience I have ever had with a booking company! I do not recommend hotels.com and I absolutely do not trust them with the experience I had. I absolutely will never refer anyone to hotels.com.