Hotels.com

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.

Booking # [protected] for Home Towne Suites, Colorado Springs on June 27th was cancelled on June 27th due to the condition of this facility. Hotel manager could not open the door going into the hallway because the door handle fell off in her hands, she was taking us to the third floor but the elevator malfunctioned, she had no rooms on the first floor available to us. She offered to help us find another place to stay and urged me to contact Hotels.com to cancel the reservation. This establishment is being used by locals and is not a suitable place for Hotels.com to promote. Your judgement is questionable if you continue to list this place as a potential place to stay.
I was on the phone for two hours awaiting someone with the experience to credit my account which I was told by the rep was definitely what should be done. When I was passed on to the third person, a manager, the phone went dead and I received no call back even though I was told I would. I then tried to contact Hotels.com virtually and again was passed on to three people. The second person said they had no experience in refunding a package. The third person, the expert, never came on line.
I called Red Roof who confirmed that Hotels.com was not charged for this reservation - cancellation #[protected]. So even though Hotels.com lists this place as a non refundable listing, Red Roof made the exception due to the deplorable condition of this site. So there is NO reason why I shouldn't be getting my refund.
I waited the appropriate time to have the refund processed but to date I am still out $218.38 from Hotels.com.

I booked a 5 night stay at the Quality Inn & Suites Lufkin, Texas for my family and i chose this hotel because it had a decent price and had breakfast available on site. There is no breakfast here at all .
I have been calling hotels.com for the last 3 hours and spoke to a live chat agent regarding the false advertising on the booking web page and multiple locations on booking site. I have requested a call back 3 times this morning and I cannot get through and was forwarded to other dept and put on hold for 1hr 45mins and have still not resolved my concern and frustration regarding the false booking ad.

See below a letter sent to the managing director of Hotels.com. Have not had a reply.
__________________________________________________________
Dear Mr. Smith
I am sorry I have to send you this email but feel I do not have any other choice. I have been trying for some time to get my holiday issue with Hotels.com resolved but we have not been able to come to a conclusion. We have basically been told there is nothing that can be done and I am sure this is not the case.
This all began with a booking we had for Italy to attend a wedding in June 2020. This was cancelled because of the Pandemic situation. This was a non-refundable booking as we were definitely going to travel. When this was cancelled we were told that Hotels.com would issue us with a voucher. We were quite happy with this as we still wanted to travel. The holiday was therefore changed to June of this year. However, because of the continued problem with the Pandemic we were again not able to travel. We contacted Hotels.com to ask for our voucher to be extended. This took us many weeks and wasted hours as there was no reply when we called and just a recorded message telling us Hotels.com 'were sorry but they were having trouble and could not help with this right now'. We tried the chat line on your website and were, at first, told they could not help with the situation. We eventually tried the chat line again and at least we managed to get passed to a representative. After 2 hours on the chat line the representative said she could not help and we would be passed to a higher tier. This was your Support UK department and we have now had contacted with three different representatives. We were told it was not possible to renew or extend our voucher as it was a one use only voucher and it had been used to book for this year's holiday. The last email I received just said that they had been in contact with the hotel in Italy and they had decided to follow the terms and conditions of the booking and not issue a refund, which we have never asked for. We basically would just like our holiday which we have paid for.
Due to the Covid situation these are not normal circumstances and we have not been able to travel. I made the point to one of the representatives that there must be someone in your organisation with the authority to look at our situation and issue us with another voucher for next year or extend the one we already have. I really hope that you are that person and that you can change the procedure for this particular predicament.
My wife is registered disabled and has a brain tumour, fibromyalgia and lower vertebrae fused together. This situation is causing her a huge amount of worry and stress and I would really like this situation resolved to stop her anxiety.
I do have the thread of emails going back to when the first booking was cancelled and can forward them to you if required. Our booking reference is [protected].
I look forward to hearing from you.
Regards
Peter Bond
Email: [protected]@live.co.uk
Tel: [protected]

June 12 tried to book a room for that night. We were doing a day of sightseeing and wanted to spend the night. I entered all of my correct information, double checking everything, then hit enter on my computer. It had changed my booking date to Aug 1-2, 2021. I didn't want that date. I wanted June 12-13. When contacting Hotel.com, they said I needed to contact the hotel directly. When contacting the hotel directly, they said I needed to contact Hotel.com. I will never use any of these booking places again!

I booked a hotel room with Hotels.com and was not happy with the room offered.I had some issues with the stay---the shower in the room was faulty--- booked with Hotels.com and was sent a credit coupon as compensation.
Booking ref----[protected]

Credit coupon sent 19th July 2020 number GBP50 GWC2A675U7

I have been unable to resolve this matter online or by talking to an adviser.

I would be grateful of your help as the voucher will shortly expire.

Booked a luxury rental through Hotels.com for my daughters' 21st, 4-6th June. Huge mess up ensued with property not being available. From that point onwards, I have been attempting to get a decent, professional response from Hotels.com regarding the appalling customer service. I have tried calling (on hold for over an hour), writing (no response after 3 weeks), emailing (no direct email suitable), tweeting (DM response from Hotels AND Expedia - no capable reps to provide any form of resolution - have kept all messages to prove this).
I also attempted to use 'Resolver' online but Expedia have not responded through this either.
I have been a loyal, regular customer of Hotels.com for both business and leisure purposes for many years and am utterly aghast at how poor their customer service has been on this unfortunate occasion.
Itinerary no: [protected]

I have booked a room trough their website for 2 night for 4 of us 2 adults and 2 kids. When we have arrived we have find out there was no room booked under our name, the lady on the phone, told us that they don't work with them any more, and get in contact with them but when I tried to get in contact with them I was asked the itinerary number which I wasn't provided with but only the reservation number witch wasn't very useful.
I had to find a room by my self ending up pay more. When later i've managed to chat with them I was told that their policy doesn't full refund, but only the 70% of the purchasing, even though its entirely their fault.
Later I found out that other people had the same experience like me whit the same hotel and same area, and the never took an action about it, so they are like buddy, they robber honest people with their tricks. Avoid them!

My name is Jennifer and I have been trying to get my refund from hotels.com since June 26th they're telling me I need to phone the hotel manager and get his name and his number and get the okay that they can refund me back one person says and then another person says that they have to do it and then I was promised me phone back by 2 supervisor yesterday and I didn't hear nothing this is the worst f****** service I've ever had. I have been hung up on by the customer service reps countless times and I wasn't even being rude! hotels.com is b******* your guy the service sucks and I want my money back today I shouldn't have to wait this long I was given a kiss number I told her I would have my money within 72 hours

My hotel has cancelled my holiday due to it remaining closed for COVID, I used a gift card voucher to pay for the holiday but Hotels.com are not returning my money. They say they need proof the holiday was cancelled which I have an email from them saying it was cancelled. The hotel had free cancellation so even if I was cancelling I would still be entitled to a free refund. The customer support team give different details over the phone with one promising a refund if I called back with my gift voucher number which I did only to be told that this is incorrect.