Hotels.com
reviews and complaints

I rented a room through you all on 7/10/2021. I actually booked the wrong date and when I realized it I called the hotel directly and was told to come on in because they had cancellations and I would be able to stay there. I get there end the hotel is closed and I have to spend money to get another room. So the next day I contact you all and was told I couldn't have my money back after I canceled the reservation. So I call the hotel directly and they told me that I could get my money back and all you all had to do was called. So I called back and told you all that and was sent an email to get the managers name and I did. Two different times I called you all back because your staff stated that they could not get in contact with the staff there, however every time I called I was able to talk to a live person. I wasn't able to get my money back nor did I stay there. I would have thought I would have been offered a credit since it was your staff that claimed that they could not get ahold of the staff at the motel even though I was able to. You're staff is not trained well and I was given the run around because they didn't want to do their jobs. So unacceptable. I will never book through you all again.

supportUK_e5584c08-f28a-432c-9df0-96f29295b265_v2@chat.hotels.com

I would be grateful if you could kindly reply to the email sent several times to the supportUK and see fit to provide a better offer than a £25.00 voucher in relation to my complaint. The £25.00 is merely the difference of paying hotels.com the £107.40 paid for the room when booking and the second payment to the hotel of £82.00.

My initial complaint was that we were awakened by the kitchen vents at 6am in the morning but hotels.com did not state that the room would be subjected to this atrocious noise at 6am in the morning when advertising on your website.

Also, there was the hassle incurred when checking out that we had not paid and paid again only to discover when we got home, a few days later that we had paid to hotels.com in May. There was more inconvenience in emailing the hotel to complain, having to contacting our bank and emails to yourselves for not an enjoyable stay at McKays, Pitlochry. We felt that the hotel should have compensated us as well as yourselves, but they have not.

Please see fit to offer much more than your current £25.00 voucher of a next booking?

I hope to receive a reply by return as emails I have been sending to supportUK - are not replying!

Thank you.

Thank you for your reply but feel what is offered is not enough and seek a higher compensation than currently offered.

Many thanks.

------ Original Message ------
From: supportUK_e5584c08-f28a-432c-9df0-96f29295b265_v2@chat.hotels.com
To: [protected]@btinternet.com
Sent: Sunday, 11 Jul, 2021 At 11:33
Subject: Hotel Complaint

www.hotels.com
Dear James,

I am contacting you in regards to your recent experience on the trip/stay under itinerary number [protected].

Please accept our sincere apologies for the inconvenience.

As a gesture of goodwill, we are pleased to offer you 25 GBP coupon that will be added to your account and you can use that coupon for your future hotel reservations with Hotels UK. The voucher can be used for a booking made for at least two nights.

We value your feedback and would ensure that this does not arise in future again.

Please send us a confirmation of your acceptance and we will add the voucher to your account.

We look forward to hearing from you.

Kind regards,
Rajat
Hotels UK Customer Support

I reserved a room in a hotel in i̇stanbul for a night and paid but after a while the hotel called me and said that they don't have availability, although it seemed vacant in hotels.com... So I tried to cancel my booking but couldn't succeed. I wrote to hotels.com and informed them about the situation. They seemed to do something but at the end they wrote to me that they could do nothing about this... Such an irresponsibility is not something that I can accept.. They got the money and in order to not to refund, they collaborated with the lousy hotel... I would highly recommend to anybody to think twice before working with hotels.com... : (

We made reservations a week in advance to attend my sister in laws graduation. After the a graduation celebration we went to check into the hotel, Red Roof Inn, on 7/30. After several attempts the front desk guy stated we weren't in their system. They were unable to find us with our name, confirmation number, and even attempted to show the guy the email confirmation but was very rude and brushed us off. He rudely stated he can't do anything and we would have to pay full price but they didn't have any rooms available. We immediately called hotel.com waited an hour to talk to someone to be told that our confirmation looks correct and that was that. At this point it was 2 am and we were already trying to look for other rooms but all hotels were booked or were extremely expensive. This was a great disappointment as we missed out on sending time with our family who just graduated as we had to drive 4 hours back home since we couldn't stay anywhere else.

I completed a reservation through the app on my phone on a 6 nights stay at the Double Tree in Ontario, California. Reservation #[protected]. I have called numerous times to find out when my rewards will show up in my account. I have been told several different reasons why: 1) the reservation was in my husbands name, Ronald E. Larson. It was not as the property would not check us in without my ID as it was in my name. 2) the property needed to confirm the reservation was completed and a written notification needed to be sent to them. You were paid and we completed our stay. 3) this reservation needed to be confirmed by management and we would receive a response in 72 hours, it has been 96 with no return all. I have called consistently for the last 2 weeks and have been disconnected more than 5 times after I explain why I am calling. I will be researching further how to file a formal complaint if this matter is not resolved and the stamps credited to my account. I am beginning to believe your stamp program is a scam.

I have been tiring to receive a refund since MAY 6th. On this date I had to get the local police involved based on unprofessionalism and danger I felt attempting to get a refund from the Hotel I had booked. Once being told that I needed to go through Hotels.com, it has been a nightmare to received my money back. I have requested a supervisor on 3 separate occasions finally today I did receive a call back. I have two open cases with Hotels.com on the same issue. I keep being pushed and bullied around into waiting 10 business days for some phantom department to ensure that hotels.com has received their money from clarion hotels. I received a letter from clarion hotels stating that they sent hotels.com their money back on the 7th of May, however hotels.com has not attempted to return my money. Hotels.com has the vendors return and my money and I got no room, a police report on abuse from the hotel staff, your website convinced me to stay in based on their "reviews". I will Never use hotels.com. What I do not understand is why they can not return my money in Customer Service, I have a letter from Clarion stating that hotels.com received their money back, but I need to wait another 10 business days in-order for hotels.com to validate that they have received their money from clarion, when i have a letter stating such. I was advised from a rep at hotels.com that they make the process difficult so most people give up or just decided that they don't care. Please can anyone in your organization contact me to ensure that this is happening. Case Number: [protected] and Case Number:[protected]

Book a room and went out of my way to get there. When I arrived, I was told hotels.com booked a room that was not available. No rooms anywhere else for 30+ miles, had to eventually give up after hours of being on hold at 3am and slept in my car.

I will no longer use this service and will be sure to let others know.how hotels.com leaves their customers stranded

I went to Comfort Suites in downrown Orlando Florida for a quick weekend trip. I checked in on a Friday evening and left Sunday morninng [7/16-7/18/21] I had already prepaid my room, 5 months earlier. through a "bundled package " with a third party company. However I had too give my credit card at check in for small incidentals that may arise. This was the only time I used my credit card during this quick trip.

When I returned home, 2 days later on 7/20 Tuesday morning, I noticed that on my online banking that there was a charge to a restuarant that both my husband and I never ordered from. Then there were two charges that showed "pending" from California. My Husband went to the bank that morning and reported the fraudulent charges. However I had to actually speak with the Fraud department since the card was in my name. Tuesday evening when I returned home from work there was a letter from the Fraud department from the bank stating to call immediately. I spent 1 hour on the phone with the Fraud bank specailist who stated that there were numerous charges. Thankfully the bank declined those charges immediately due to it not reflecting my normal charge pattern.
Next I immediately emailed the manager of the hotel "Eric" to notify him of this matter. I was especially concerned because I have a second trip to Orlando next month and I have again already prepaid for this hotel for a 3 night stay! I am afraid to show my credit card again! A few days later I actually spoke with Eric [manager] who stated "unless I had proof that one of his employees stole the credit card what was he suppose to do?" CAN YOU Belive this customer service! Insult to injury! I explained that nobody would have proof, what a video of the employee doing it?
I told Eric he did not have to believe me but he should be aware of this matter, when he stated that anyone, including the bank, could have made those fraudulent charges! Really the bank made those charges? I told Eric I thought he would be more receptive to what I was telling him, like maybe just checking that employees worked those 2 days and just keep watch on the situation. Eric responded ..."receptive I am listening to you arent I ?! what do you want me to do ...fire eveybody!" I responded well maybe the polce should be notified because I do not wan a repeat of this in September when I return to this hotel and they will have it on file. At which Eric relied you go right ahead and HUNG UP ON ME! Nice HuH? Makes me think maybe he is the culprit? What manager wouldnt be very concerned that fruadulent activity has happened.

We booked several hotels this year with Hotels.com in June 2021 for our trip and on the last day of our trip we booked a property which wasn't exactly what it was advertised on the app so I called Hotels.com to see if there is anyway we can get a refund and book another hotel for the same day nearby. The representative advised we can contact the property and if they approve we can get a refund on this booking so we did exactly that and booked another hotel through hotels.com for the same night. Little did we know this was all a scam! Since that day hotels.com have been lying to me about "not being able to get in touch with the property" hence not being able to issue a refund.

Even after I got proof from the property that they in fact have sent hotels.com confirmation email approving the cancellation. I emailed all the forwarded emails and hand written notes to the "customer care" department in several different occasion but no one ever got back to me and whenever I called the number for "Customer service" they only have 4 answers for, 1. I can not check the emails, cause we don't have access. 2. I can not connect you to any manager or supervisor. 3. I can not connect you to the concerning department and lastly my favorite 4. I will raise a ticket on priority basis for you and someone will call you back within 2 hours/4 hours etc. which by the way never happens. No one ever calls back or replies emails in your company!

Hello,

Currently the area that we were supposed to be going for our hotel stay (Sabrina's House at Bozburun, Marmaris) is under fire at this moment.
This was supposed to be an anniversarary gift for my parents. In these circumstances, it's highly dangerous to go there as the fire cannot be controlled.
I called the hotel to cancel my reservation. However, they told me the cancelation would be under the regular circumstances (ignoring the fire) and that I would pay for one night of the stay.
I tried contacting Hotels.com from their Turkish, Irish and the Uk numbers and no luck.
In order not to go under "no show" situation and paying the full amount of my stay, I went through the automatic voice cancelation bot in the call to cancel the reservation.
Now, this is a disaster that there is a fire going on in the region of Marmaris and this is not a luxurious cancelation.
I want my money to be fully refunded to me instead of the regular 1 day refund. However, since I cannot get a hold on anyone in hotels.com, I cannot voice my concern.
I would like to have my moneh back.

Here is my itinery number: [protected]

Thank you.

Naz Myard

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.