Hotels.com

I recently made a reservation on this site online paid in full. I was informed that my reservation was cancelled and on the online site it clearly states that reservations are non-refundable. However on my conformation email it notices me of my reservation being cancelled. My only complaint would be if the transaction states clearly that my reservation cannot be cancelled or changed how and why was this action complete.? With me not having any more available funds to repurchase or rebook the through the same hotel, waiting on the refund will and is causing me to checkout without funds for another room due to my circumstances.

My parents gifted me a hotels.com gift card for my christmas present, On February 1st 2024, i went to use this gift card, i opened the gift card up where it said to open, and the paper lifted off the 'Pin Number' as i opened it. Therefore, i could not tell what the pin number was to use this card.

I thought it's ok, i will contact hotels.com and they will be able to see that i haven't used this card, and will replace it, or add the total amount to my account so that i can use.

But, this wasn't the case. They told me that it cannot be replaced. I asked the question, that they could tell the money on it hadn't been spent, and i had a receipt with it, to show that it was purchased, but they still wouldn't.

£80.00 for my parents is a lot of money, and now it's something that i cannot use, caused by damage due to poor and shoddy gift cards.

Please see attached image to show where the pin number is missing. Because of the way the gift card is made (out of paper).

On 1/10/2024 We made a reservation at hotels.com for Red Roof Inn in Tucson, AZ. After booking it around 7:00p we went to the hotel and they would not take the itinerary # sent to us in the email. They wanted a confirmation number. My wife and I called numerous times to hotels.com and all we got was the phone tree, when we finally were able to get somewhere to talk to someone, we were hung up on. I called 5 times and my wife continued to try until 11:15p having called a total of 7 times. Never being able to get to a real person. Needless to say were were not able to stay and had to book at another hotel in the area in person. We tried to resolve this on the 11th by calling hotels.com. We were told we did not dispute it on the 10th, which is crazy, that's all we did that night. There was no way to get to a person. We did call the right number of [protected] and all it did was go to a phone tree and then getting hung up on each and every time we thought we were finally able to talk to a real person.

However, hotels.com transferred us twice on the 11th after hearing the our complaint. The first person tried to call Red Roof, with no answer. We were then transferred to another person who said they sent an email and the Red Roof would respond in 24 hours, to confirm we did not stay the night there. I called 27 hours later on the the 12th as I had not received an email from hotels.com after 24 hours.

Then began another time of talking to 2 people at hotels.com. They said now that it was 72 hours and not 24 hours to respond to us about a refund. We feel this is fraud. Finally, the person said they would call Red Roof Inn in Tucson, and because they talked to the general manager they were able to refund our money to us. Then the person 'scolded' us for not having called on the 10th! She was hostile and unwilling to hear that we had done just that for hours, but never getting to a live reservation person on the 10th. We are very frustrated. They need to listen to the consumer and having called as many times as we did on the 11th and the 12th, there should have been notes of all our calls under our itinerary number.

I am writing to inform you of a fraud attempt your partners in our car rental booked for 12/5-12/12 in Mexico. We feel like we are being deceived and have requested a refund, which they are now denying.

When we arrived at the America Car Rental agency in San Jose Airport, we were told that we needed Third party liability. We told them that we may have this through our car rental company in Seattle, so we called and checked. However we were not covered by Third party by our insurance. Therefore, they said in order for us to rent the car, we would need to purchase Third party liability insurance from them directly at a cost of $350 (she wrote this on a small white piece of paper which I threw away). We did not know at the time that Third party liability insurance was already included in our policy with CarTrawler because this is a new requirement since the last time we were in Mexico. However America car rental agency insisted that we needed it and either didn’t bother to check that we were covered or wanted to extort the $350 from us (like they did to another couple who checked in at the same time). We did not want to pay the EXTRA $350 for the Third Party Liability (which I must remind you was already included), so we went elsewhere to rent a car, paying another $250.

Upon returning, we requested a refund from CarTrawler since we DID NOT rent the car and made an attempt to pick it up. It was the fault of America Car Rental who insisted that we purchase the extra Third party insurance when we already had it. It was no fault of ours that we didn’t rent with them, because had they seen that we already had the Third party insurance, we would have gladly rented from America, seeing that we were paying $81/week instead of what we ended up paying $250/week.

CarTrawler is now insisting that we didn’t have the funds to cover the deposit of $7000.00. The rental company is NOT being honest. We provided an American Express Platinum card which has NO SPENDING LIMIT. This card is only issued to those people with the highest credit and there would never be an issue of not having enough funds available. This is the same card that CarTrawler charged the $81.46. The issue was not the damage deposit, but that they wanted to charge us $350 for the Third Party Liability. But now they are denying that they wanted to charge us the $350 for the Third Party Liability and instead that we didn’t have the funds on our credit card, which is completely FALSE!

We have proof that we had both Third Party Liability and the card with $7000 to comply with the damage deposit. Therefore, their denial of our refund is unfounded and we can clearly see that there is much more happening here than what meets the eye…gross negligence or fraud. You cannot understand the level of frustration that this kind of behavior creates and it is not the proper or honest way to do business. Understand that this is $81.46 which is not a huge sum but this kind of extortion cannot be tolerated for any amount, large or small. America Car Rental is doing this to all of their customers and it's wrong!

I’m contacting you regarding my booking ref-

[protected].

This booking was originally for 2-4 December.

We had some family emergency on the 2nd which meant we were not going to be able to make it to Porbandar in time to check in on that day. I then spoke to Miguel via the online chat and explained the situation. He then contacted the hotel and it was agreed by the hotel that we could amend the stay from 2-4th but instead on 3-5th dec instead.. the date change incurred a small additional cost of £15.38 which I paid by card on the phone.

I checked into the hotel on the 3rd as agreed.

It was on the night of the 4th December upon our return at around 10.30 pm I was informed that I was due to check out on this day. The hotel frontline staff named mr Bhavesh was extremely unhelpful and demanding that we pay the additional cody of 1 night stay, failure to do this we would not be allowed in the room.!

I showed him the amended email which I received on the 2nd confirming the change in the stay . Mr Bhavesh wasn’t willing to accept this and demanded I pay the room charges immediately. I explained my situation to him and the reasoning behind the change.

I then contacted your online support asking for help to sort this out. I spoke with 2 different agents - giavani and jasmin.these agents failed to help sort this out . I explained to them that I was being constantly harassed by mr Bhavesh To pay the amount or I will not be allowed to stay. He told me they Hotels.com needed to send them the amended reservation details via your booking channel so they know. Without this they cannot let me stay or the other option is to pay.

I explained that I have the email confirming the change so why was he being so unreasonable and unhelpful?

I reverted back to the online agent who eventually ended the chat on 2 occasions. This then left me no choice but to pay the cost of the room for that night.

I feel extremely let down by all your support agents who reassured and promised yet failed to deliver.

Hello,

I am writing to express my deep dissatisfaction with the service I have received from Hotels.com, specifically regarding your unresponsiveness to my emails and the frustrating nature of your bonus system.

Despite my previous attempts to communicate this matter, I continue to encounter challenges with the registration of my bonuses. They are recorded in a currency (TRY) that holds little to no value for me and seems to depreciate over time. As a loyal customer who consistently books hotels using either USD or SEK, I find this discrepancy highly inconvenient.

I kindly request your immediate attention to this matter. Please consider adjusting the currency of my bonus system to either USD or SEK (Swedish Krona) to align with my booking preferences.

In the event that this issue cannot be resolved promptly, I am compelled to request the closure of my account with Hotels.com. Furthermore, I kindly ask for the cancellation of my current hotel booking associated with my account.

I believe a swift resolution to this matter is in the best interest of both parties. Your attention to this issue is highly appreciated.

Aug 23, 2023

The value of your reward* night is 1,314.92 TRY

Apr 3, 2023 Last Check in/out for this Reward

Aug 23, 2023 1TRY = 0,037$

Apr 3, 2023 1TRY = 0,052$

The rewards value should be today; 68.32$

Aug 23, 2023

The value of your reward* night is 1,960.58 TRY

Oct 22, 2022 Last Check in/out for this Reward

Aug 23, 2023 1TRY = 0,037$

Oct 22, 2022 1TRY = 0,054$

The rewards value should be today;105,842$

Thank you for your understanding and cooperation.

Sincerely,

Barish

Hi I have 83.11 in OneKeyCash but when I go on to book a room it only shows $4.11

Please check into this. I have the print out that shows the $83.11. I need to book a room in Dec. Please get back to me ASAP. I have been booking from Hotel.com a long time. I booked under Barbara Coates then got married now Barbara McCombs

4587 S Rio Camino Loop

Fort Mohave AZ 86426

Thank you

my itinerary No [protected]

Hampton by Hilton, Guarulhos airport, Sao Paolo

on checking in to the hotel I was advised that my room had been cancelled by Hotel.com despite me having paid a 50% deposit on the hotel.com app.

The hotel advised that this deposit had never been received by them and that the expedia group that owns hotel.com did not have an approved method of paying their bill

as my check in was at midnight (Brazillian time) I had no alternative but to re book a room at the hotel reception at considerable additional expense, this 'discussion' was at the hotel reception in front of many other guests and caused quite a lot of awkwardness and embarrassment.

when I used the hotel.com app to make a complaint and find out what had happened, their entire script was only to say she could only see her screen and saw that the room had been cancelled and to say that "I must have cancelled the room the day befor" - regrettably for them I was/am on a work tour around Brazil often without internet or mobile signal and I did not even open the app. - the customer service lady just kept repeating that "the cancellation was from my phone app, so I must have cancelled it". while at the hotel reception, to show the receptionist I tried to rebook the booking only for the app to saw that the hotel needed more than 2 nights to confirm - the receptionist stated that was completley wrong as they often just take 1 night booking due to they being a airport transfer type hotel.

On November 6th 2003 I was trying to book a hotel online. I thought I was dealing with the hotel directly. I found out that it was hotels.com through an email I received. I booked for 3 days and 3 days amount of money was debited from my bank when there usually is one day charge to hold the booking. I called and let them know that I did not know I was using a third party to book. Despite my pleading to have a full refund they refused to give me back $199 and only refund the amount for the hotel, and said it was a cancelation fee. My hotel was only a hour away. The booking was. 9 months out.The customer service rep was obtuse to the loss I taken. They will keep your $199 no matter what happens.I will not use this company for any booking. They made the website look like the hotel I was trying to book. I was misled and suffered the loss.

I booked at hotel stay at Expedia travel confirmation - Sun, Oct 8 - (Itinerary # [protected]).The place was not clean. I slept with my clothes on and walked in my shoes on the payment. I received 1 face cloth and two towels. I could not get another face towel until I turned it in.

Both Hotel.com and the GT hotel website said they had kitchenette and that was a lie. I was at the hotel for business. I cleaned the sink, toilet and used gloves to clean out the shower. The tub was so bad that on the last day, I put a towel in the tub so I could shower. I had been using the sink. I will remote to the proper health officials. I became ill and just stayed in the hotel. The people on the property were very scary and for the few days I went out, I came before dark. They did a bate and switch is against the law.

I was a long time Hotels.com costumer and had earned a free reward night. In July, hotels.com switched reward programs and my night was converted to onekey cash amount of $107.72. I logged in to book a room tonight and saw that my one key cash balance says $0. I tried to do customer service chat but it kept reloading and asking me to sign in even though I already was. When I finally was able to find a number for customer service, I was told my cash experience on Oct 5th. According to their own website, onekey cash is valid for 18mths after it’s in your account, and it hasn’t been 18mths since July. It’s been 3. I was told even though my night was converted to one key cash, they used an expiration date from the old rewards program and removed my cash credit. Not only was this not conveyed anywhere on their site, I received no notification of such activity. When I look at past onekey activity, it doesn’t even show they removed the credits. Once the points were converted to onekey cash, it’s not part of that old reward system anymore, so they’ve basically scammed me and others just like me out of something they offered.

I have been long time customer of hotels.com since a number of years ago.

I have the Hotels.com app installed on my phone.

I use the mobile phone app to make all my travel bookings, both personal and business.

For staff travel intended for Oct 2023, I searched on Hotels.com for a hotel room in Sep 2023. Travel dates were not finalized. I hold a hotel room in Singapore from 1-14 Oct 2023 using the pay later feature to make sure that if the plan is changed, I can change in time to cancel the booking.

I did not know that in the backend Hotels.com created a guest account for the reservation.

The staff travel plan changed and the booking was not needed anymore. I have been tracking my trip bookings on my app and did not see any booking for 1-14 Oct 2023. I thought then the booking was not in the system anymore.

Then 1 Oct 2023, I received an email from Hotels.com asking how is my check-in experience. I was surprised to read that as it told me that something is wrong.

I was busy and could only call Hotels.com hotline on 3 Oct 2023 telling them the issue. They tried to call the hotel to inform them to cancel the booking ASAP. The person on the line told me that he could not reach the hotel but would follow up and I would be called back within 72 hours.

No one called back for the next few days.

On 8 Oct 2023, I decided to call up Hotels.com to ask if the issue was resolved. I spent half an hour on the phone and eventually, I was told that the booking should have been canceled and I should not see any charge on my bank card.

To my shock, on 25 Oct 2023, I looked at the bank statement and the full 14-day charge of SGD1737.31 was deducted from the bank account. I called up Hotels.com again and am waiting for the issue to be resolved.

For years I have been a member of Hotels.com and have enjoyed the ease of making reservations and earning rewards points which I always use towards other travel.

There have been gaps in my travel, sometimes up to 18months, and nonetheless, I have been able to quickly get on the app and make reservations and have been able to apply my points without issue. Furthermore, the points that Hotels.com gave were highly rewarding - a great incentive.

That was until this week when I tried to apply my points to an upcoming trip to find out that they were expired as of 15 days ago.

This was done without warning, without an email warning me ahead of time that the points were expiring, and nothing on the app or the website states that the points are only good for one year.

Since Hotels.com merged with OneKey it's been one horrible experience after another and this is the biggest one. There's no incentive to stay with this service when my rewards points expire - unlike the competition

- I had 7 stamps on my account that were going to expire on 23 September 2023

- I therefore booked 4 nights in August 2023 so that the stamps (nights) would not expire.

- These 4 nights were not credited to my account.

D) I called the service center in August 2023 to complain, and they gave me a service number and said that the 4 stamps of August 2023 would be put on my account within 72 hours and that I would not loose the 7 nights which were on my account.

E) The service center FAILED to make this correction. Even though there was a service number generated.

F) On the 23rd of September, these seven nights were deleted from my account.

I'm having issue accessing my account. I have access to my account via your app Hotel.com which gives me all my past bookings but gives me an error code when I try to get my rewards. On explorer I more or less have an empty account?

I don't want to loose all of my rewards, probably 7-8 free nights. Moreover I've been a loyal and intensive user of your services with more than 150 rooms booked/year over at least 5 years.

Furthermore your customer service phone number in France +[protected] never never answers. If we have an issue with a booking, for example I'm in front of the place and it's closed, what do we do? Is BOOKING.COM purely virtual now?

Awaiting your response.

Regards,

I'm writing to express my disappointment and frustration regarding a recent hotel booking I made thru hotels.com. I believe its essential that I bring this issue to your attention to prevent similar incidents in future.

On 15 August 2023 I I made a reservation thru hotels.com at Thassos Apart Hotel Burhaniye for 1 night 3 persons. (Hotels Com Itineary

[protected]). I carefully reviewed the hotel and room details listed on your website and the photos provided gave me certain expectations about the hotel and the room I'd be staying in. However upon arrival at my hotel around 23 hrs, I was shocked to find that the hotel and the room did not match the description and photos on hotels.com website at all.

As a result, realizing that my stay in this room would be far from comfortable I anticipated, I decided to leave immediately and stayed in another hotel.

The next day I contacted the hotel and expressed my frustration about the room offered to me vs the room I booked on hotels.com website. I was offered a free night stay at another time which I rejected given the overall condition of not only rooms but the hotel in general.

Later, I wrote a review to hotels.com but this has not been published yet and I get the "you already reviewed this hotel" message when i make a second attempt.

I booked a hotel today at Village Hotel Solihull i added in my blue light card discount which was accepted at the time and when i paid i realised it ahdnt been added so there was a clear problem with the wbsite. when I spoke to staff they were rude and unhelpful and said that you didnt offer the blue light card disocunt which is completely false as you do. They then told me to contact the credit card caompnay and i epxlained this had nothing to do with them as it is you who offers a discount not the credit card company, I spoke to Aiysha whos supervisor for gloabl escaulations and she told me to contact blue light card, i explained to her quite clearly several times that it was nothing to do with blue light card as they gave me a correct discount and the fault was at your end not theres unfprtauntely she didnt ndesrtand this and refused to put me through to anyone else, myc ollagues and i use hotels.com regularyly and im very disspaointed staff are not trained correctlya nd are rude and gove false information telling me i dont undesrtand basic english.