Hotels.com
reviews and complaints

Trying to make a long story short-
In January of 2020, I booked two rooms for stays in London and Paris during June of 2020 at a cost of $1862. Covid came in spring, and travel from the US to Europe was restricted. I contacted Hotels.com to change the reservations from June 2020 to June 2021. I was in formed that Hotels.com "policy" was to give "voucher coupons" for only one room at each location. For London, I went ahead and reserved and paid for another room plus an additional night's stay for both rooms at an additional cost of $1352. For Paris, I rebooked only one room. I received "voucher-coupons" for each location, and these coupons were applied to the 2021 reservations.
Come may 2021, and travel was/is still Covid restricted. I called Hotels.com "Customer Service" to change the reservations to the same dates in 2022, and I was told that the "voucher-coupons" could not be used for another reservation change in both cities- that they could only be issued once-which they were for 2021. I did get a refund from Hotels.com I paid for the $1352 amount I paid in 2021 for London, but no refund for the voucher-coupon I had been issued for Paris. SO--I LOST A TOTAL of $2442 for the two sets of reservations in London and Paris. After making 6 calls to "Customer Service" over a six-day period (three on the last day-I was disconnected each time after 6 total hours on hold), I got absolutely no service in trying to extend the life of the "voucher-coupons" or getting money refunded.

This is such a shabby collection of company policies and treatment of customers who try to achieve just resolution. I got conflicting information from "agents", as well as getting hung up on by agents ho, I am sure just didn't want to deal with my concerns. I will contact the Better Business Bureau and lodge this complaint in hopes of a just resolution.

Mike Egner
Kansas City, Missouri USA

Had booked the Clayton Hotel in London For two nights, but due to covid had to cancel, Hotels.com offered a voucher for the cost (£256.00) it took over six months and had to contact them many times to get the voucher, boked the Clayton Hotel again for 26th - 28th November 2020 for my anniversary, second wave of covid and had to cancel again, customer service said I should receive my voucher within 48 hours I am still waiting and everytime I try to contact them it says it will two hours before agent responds.

I booked a room through hotels.com with the teacher rate in Ga. When I got to the hotel, it was horrible. It was not the room I booked and it was 30 more a night than if I had gone directly through the hotel to book. This was very misleading . Teachers deserve all of the discounts that are offered, as we offer a true public service to this country.

Booked at Travel Lodge by Wyndham in Chicago. The pictures are very deceiving. This raggedy hotel has not been remodeled EVER. And was built in the 30's. No central ac or heat, exposed sprinkler lines in bathroom and hall. Shower fixture installed incorrectly. Cold water comes out while turned to the hot and vice versa . A/c doesn't work .Reminds me of a place that a horror film would be filmed. I will NEVER USE HOTELS.com again.

Hello

I am looking to cancel the booking reference 9192437688512 booked via email address mrs.[protected]@hotmail.co.uk

On booking the hotel I selected a booking for 2 adults and 2 children and paid with free cancellation option. The next day I received a call advising the booking had only gone through as a 2 adult booking and would require an additional £800+ to add 2 children.

The hotel advised they were unable to cancel from their end as the booking was made via your website - they also reinstated the fact the booking was a free cancellation. On attempting to cancel via your website a charge of £187 is being applied to cancel; this I feel is unwarranted as the booking was made for a party of 4 and in checkout became a booking for 2. The booking was also made with free cancellation but is now charging a substantial amount to cancel

I would appreciate a quick response to this distressing situation and all attempts to call have failed due to only being able to contact a virtual agent

Look forward to hearing from you

Sima Younis
[protected]

Booked 4 rooms x 4 nights [protected], [protected], [protected], [protected]) for Jun 18-22 on Hotels.com. Cards to be charged after June 6, canceling available before that. In the meantime, property closed. But on hotels.com bookings are still valid. It happened that, in 10 years of using online bookings, this time I just saw the property presentation page on hotels.com that said... closed for the summer, that was 2 days after I booked rooms there. Since I did not understand why my bookings were still available, and since I got NO information from hotels.com (email, phone, in my account there), I contacted Help center on hotels.com.
The agent told me everything is fine with me bookings. But when I asked him to check property page, he said sorry and that I should cancel, or they can cancel for me.
I was not pleased, because we are 8 people that would almost go there and discover we have no rooms! And how can it be possible? Property closed, and even after 2 DAYS they do not inform us?
Even now, after I contacted them, and they admited their mistake, the 4 bookings are still valid in my account. (?)
I asked to talk to a hire manager since the agent told me I was ranting at him, although I was complaining only about specific things, like WHY not informing us.
He denied me that, but in the end agreed, ON MY REQUEST, that somebody will contact me BY EMAIL. I asked to be contacted today (June 4), since we are depending now for our vacation plans on ... nothing, 2 weeks before it.
The agent then blocked me from writing in the chat, while saying that "it looks like I am no longer there", then closed the chat. This is such a LOW LOW scam to do with long time customers...

Actually, now I cannot contact Hotels.com from any device from my account. At all. They blocked me.

Bookings are still valid at this time, although they admit property is closed since more than 2 days already.
I asked them if they will charge my card, they say they won't, but bookings are valid and probably card payment will be executed.

I have the full chat with agent Paul from Hotels.com
It is more than clear what they tried with me.
I guess they want me to just accept their mistake and let them be, while our vacation plans, for 8 people, are now ruined.
And I called them, I told them something looked wrong with my reservations.

Hello, Due to Covid19 travel restrictions I am not allowed to travel from London UK to Greece as previously planned. I telephoned Hotels.com customer services a number of times asking them to move my booking [protected] to 15 June 2022. Now my calls are not answered.
Please can move my booking to 2022 or send me a voucher before the 15th June 2021.
Many thanks
Anastasios Korfiatis
[protected] from UK [protected]
5B Earls Court Square, London SW5 9by

I booked a vacation at WestLakes Resort. It was a complete scam. They sell themselves as a high quality resort yet you get less than Motel 6 environment. Marijuana is freely smoked at the facility. The guests are loud and obnoxious all night long. An actual physical altercation broke out as well as a child was hit by a car by people speeding around the facility. We were told we would be provided transport to parks and we were not. The service was horrible and staff will not even respond to emails. When I spoke to them over the phone and in person their response to complaints is is that it? How much needs to take place for it to be a light image concern. I did not get what I paid for to say the least at this facility.

We booked two nights for the SpringHill Suites by Marriott Norfolk, Virginia Beach via Hotels.com on April 9, 2021. Reservation number: [protected]. Booking is from May 29 to May 31, 2021. My family was very disappointed after driving almost 4 hours to Virginia Beach from our home on Saturday, May 29, 2021 for the long weekend that when we went to the hotel to check in and they told us our booking was cancelled and hotels.com should have made an arrangement with us!
We were so surprised to hear that because I have email evidence that at 4:38pm (May 29, 2021). I actually called around 2pm (see phone records) to see if I am check in early, they told me no, I have to go there at 4 or after 4pm. Okay, we were in the beach anyway, no problem with that. When we arrived we were told the booking was cancelled and we had to deal with Hotels.com oursevles and I then found out from my spam folder there was an email at 3:47pm (May 29, 2021) that Hotels.com sent me an urgent email saying "the property has advised that they can no longer honor your booking"! I didn't receive any calls from them. (Remember they sent me an email at 4:38 saying my reservation is confirmed! They didn't call me either as my phone records didn't show any incoming call on May 29, 2021 at all!).

We finally called Hotels.com reservation support services. The support was very patient and I admitted I was very irritated at that time (and he kept asking me to repeat everything again and again: phone number, name, reservation number!) What I want is to get me another hotels replacement so that it won't ruin my vacation after a long stay due to the pandemic. One condition of the replacement is we need a hotel with an indoor pool as the weather is so cold that we can't swim outside. Swimming is the most wanted activity for us! After talking on the phone for over 1/2 hour, he could only find me one with outdoor pool and that is also seasonal, meaning it may not open until later). So we told him to continue to search. Instead of talking on the phone as that was about 6 O'clock, we need to go find a restaurant to eat. We told him to call us back before 6:30pm if he could not find a suitable one that we like. We asked him to give us a direct number to call him, but he gave us a number that "was not in service". After waiting for more than 30 minutes. I didn't receive any call from him, so I called Hotels.com with the number the guy gave us [protected]) but a record message said this was not in service. So we called the main number [protected]. This time connected to a lady called Diane. She said they had called us three times and didn't get any answer! Again, my phone records showed no one call me during that time. Anyhow she said hotels.com could not find a matching hotel that has indoor pool for us. And they were ‘willing' to cancel the booking for us. So we told them to cancel it as we don't like the substitute!
Hotels.com should NOT send me a reservation confirmation email at 4:38pm if they already know SpringHill suites was cancelling our booking and should call me right away as my phone number is in the booking. Why wait until I went to the hotel arguing with their front desk of what's going on and then I had to spend hours to talk to them on the phone. The phone said I would need to wait for an hour too! They should not put the statement "Your booking is guaranteed" on the email they sent me.
They need to compensate their client not to mention that I have been using them for more than 10 years and this time bring a distrust to their loyal customers. If they don't compensate me enough, I won't use them again and I will file another complaint to the BBB and FTC as their web site should not put "Your booking is guaranteed" to deceive the customer!

I booked a hotel and had to cancel because of weather. After 4 hrs of trying, I still can't find a way to cancel it. There is an 800 number online but they said they will call back in 2 hrs, online chat button does not work, I called the hotel and they won't cancel it either. I will loose 500 USD because the system is designed this way. Take money from people by making it impossible to cancel reservations literally! What a bad long term business model for Hotels.com.

My reservation was for cobblestone hotel in Erie on 5/29/21

Reservation: [protected]. 24-30 April 2021

Pre-paid reservation using the Hotels.com app and my credit card

The day of the check in I had no info - codes to enter the apartment.
The renter informed me that "The reservation was not paid".
I contacted the UK Support (24/04/2021). After a long call, back and forward with the renter, the lady (Hotels.com support) informed me that I should do a security deposit, and as there was noone on site to charge my card, it should be done by bank transer. I asked a relative to do that from home.
First time on the 37 bookings I've done with your app, and even more on other platforms, I've been asked to make a private bank transfer to an individuals account... The support asked me to do that!

I transfered 150€ as it was stated on the renters site, to their account and they provided me the check in info.

The room was on terrible state. A broken floor lamp, damages on the wall plus long hair all over. Minutes after my check in, I took some pictures and send them to the renter.
I have the full dialog to your disposal if needed. My pictures attached.
They replied that they forward my message to their technician.

On 17 or 19/05 I called the Belgian Hotels.com support, to ask why I didn't got the deposit back. They told me that they will communicate it to the renter.

23/05 Another call to gold members support Belgium. The lady informed me, that the renter has received the request and will proceed to the refund. She also mentioned that it is normal to wait 1 month to get back the security deposit.

24/05
Almost a month later the renter informed me that:
A wall was dirty.
A pillow was missing.
and that they will refund me 400pln out of 600pln.

First of all, it is not true what they are claiming and a bit silly to claim a dirty wall a month after check out...
Secondly, my security deposit tranfer was not 600PLN but 150€ = 672PLN.

As I am your client, I do not want to deal further with the renter.

The state of the room and the security deposit policy, just for this particular renting, is at least suspicious to me.

Long ago Booking.com on a similar situation, refund me immediately and they figured themselves afterwards, with their client (who is the renter).

I'm a trustworthy client of yours, travelling mostly for business and I would like an official answer from your side, so I can plan my next steps in this issue.

Best regards

Michael Argyros

Good Afternoon,
Booking Ref. [protected] and [protected] Lindos White Hotel and Suites Rhodes
This first booking reference was for a hotel in Rhodes, booked for 14 May
2020, as the UK was in lockdown, i.e. no flights, and indeed the hotel was closed, Hotels.com gave us a credit note to rebook which we did for 15 May
2021 we paid the additional charge. Sadly this year we were still in
lockdown and not allowed to travel, indeed once again the hotel was closed. Hotels.com have refunded the additional charge that we paid from last year to this, but refused to refund the original cost of the holiday.
The holiday was booked as non refundable, but that does not give you the right to retain the monies paid. I tried to contact hotels.com by addressing an e mail to the customer services manager but received no
reply. I additionally telephoned, waited 45 minutes before I got through
to an operator, who then promptly cut me off. A family friend who was
also going to travel with us under a different booking was so frustrated
with the service we have received, contacted the reservations manager at the hotel in question, who I have to say was extremely helpful, and was more than willing to transfer the booking to next year. Being told that we have used our voucher is unacceptable, I would respectfully suggest that
someone in authority looks into this matter as a matter of urgency with a view to resolving this issue to our satisfaction. I cannot see how either yourselves, and/or the hotel, can keep monies paid when the Hotel itself is shut! You can contact me on [protected] or via my e mail address [protected]@aol.com
Regards
Frank Matthews

This hotel use to be the best on the river and was immaculate. Now the hotel is run down, customer service is terrible. They took a deposit for a room and when we arrived told us the room we reserved was available and tried to put us in a totally different room. We asked them to make dinner reservations for us, they didn't. The room was old with dirty carpet and didn't even have any hand soap in the room when we arrived. Everything about the hotel is disappointing. We were there 6 months ago and swore we wouldn't go back, but we gave it one more shot, never again. If it's between staying here or in my car, I'll take the car at least it's clean. When I asked who the general manager was, the bell staff didn't know as the hotel has changed hands and no one seems to know who's in charge. It's sad how this once great hotel has deteriorated.

I booked accommodation at Anthla Appartment prive in Beausoleil in France with Hotels.com. Confirmation number [protected] and paid £509.50 which was the full stay. I was able to cancel until a week before. Booking was for 20-24 May 2021. When it became apparent we couldn't travel or wouldn't be able to travel due to Covid I tried cancelling it. When I clicked on my bookings it said no information available so therefore I couldn't cancel it. The whole of April I tried calling and being put on hold for up to 2 hours. I left my number and was called back and put in hold, again for hours. I tried live chat numerous times and Assistants always busy. No e mail address. I called the hotel in question. They said the booking was valid but also couldn't see any further details on their system. They said I needed to contact hotel.com. Please help. It was impossible to cancel this booking and not my fault the information wasn't showing. I even got a reminder a week before and when I clicked on the icon to cancel/change booking it still said no information available. Please help! Thanks

[protected]@icloud.com

The issue that I have experienced was: I have paid and reserved 3 rooms for 3 nights in this Hotel from 15 - 18 June 2021.
Unfortunately the UK government do not allow me to fly to Greece during that time.
I have Telephoned Hotels.com customer services a number of time and requested a voucher or to move my reservation to 15 June 2022.
I have been told that the Hotel is not responding.

It occurred on: 26/03/2021

This meant that If my booking is not moved to 2022 or a voucher not received I would have lost a lot of money due to no fault of my own.

Send me a voucher for the amount I paid £481.41 or move my reservation to 15th June 2022-

I look forward to your prompt response on this matter. As recommended by Trading Standards, I would like to keep a complete record of my case, so please reply to this email address.

Yours faithfully,

Anastasios Korfiatis

Booking Reference Hotels.com reservation [protected]
Hotel Agnasi-Horefto-Zagore-Mouresi

5b Earl's Court Square,
London SW5 9BY
SW5 9BY

Ref: confirmation [protected]

I booked two hotel rooms at the Hotel Jullian in Chicago for May 13 /14 2021, after the booking was confirmed because of COVID
we were moved to their "sister" property the Hotel Essex.
When we arrived on the 13th we were met with three Police squad cars, a transport van along with a K-9 unit. We were not informed
why they were there even after asking several times.
The smell of marijuana was constantly wafting thru the hallway as well as the elevators during the evening.
On the evening of the 13th I called down for towels because the toilet was leaking and was advised I should come down to the
main desk and get them.
I could go on and on but I think you're getting the picture.
I have contacted the Hotel Jullian who have apologized and agreed to fully refund the entire stay for both rooms.
They advised that I needed to contact you and start the process.
Hotel.com should never recommend this hotel as we were four females and felt very unsafe.
Please contact me ASAP as I am hoping my dealing with your company will be far better than the hotels.
Regards
Elaine Wampler
[protected]@gmail.com
Confirmation [protected]

I had a holiday changed from 2020 to 2021 due to Covid. I rang Hotels.com (after many previous phone calls and many hours on line) On 7th May I again rang Hotels.Com and after approximately 2 hours on the phone they agreed to change the dates from 9.5.21 to May 2022. They said I would get an email to confirm. They also rang the hotel and the Hotel agreed to change the dates. I have an email from the hotel to confirm this. I then had an email on the following week to state we could not change as the voucher had been used. I was told that the dates had to be changed before 9th of May 2021 the due holiday date. This I did on 7th May. The Hotel in Krawkow sent me the email to confirm that they had spoken also to Hotels.com

This appears to be incompetence on the part of Hotels.com and their customer service in not doing what they promised to do. This has caused me a loss of £1245. also a lot of stress in a year when we lost 3 family members to Covid. I spent over 12 hours the past few months trying to sort this and every time I had to explain the issues that we where not allowed to fly. Easy jet cancelled the flights and the hotel also agreed to the change - I have emails to that effect. They also were in contact with Hotels.com.

I am in my 70s and cannot afford to loose this money through incompetence.

Booked hotel room and paid for it. Received email conformation. Received another conformation 4 days before check in. Two days before check in received email that reservation had been cancelled by property due to property closed. Call hotel and it was not closed at all. Tried to call hotels.com several times spent over 2hrs on phone waiting for agent. Contaced Wyndham since hotel was a "by Wyndham" hotel. Thier research said reservations was actually through Expedia and Expedia was who actual cancelled reservation and had an actual cancellation number ( 86617EC049753X)

Afer there is a reward "ALL" Prices go up. When try to use the free night all the sudden one of the two nights price goes up when I tried booking two nights & all the good hotels suddenly dissapear. I tried booking for 1 full week and hopefully use my free night & at all 5 hotels I selected suddenly say: Sorry, but you cannot redeem coupons or Hotels.com® Rewards nights for this booking. Then tried contacting in app chat/phone blocked. I Tried one more time on a hotel for 2-3 nights says the cannot redeem yet for 1 night at the same hotel I can only it's not the full reward price. Anyone can call the Customer service number and if you don't have a reservation number (still trying to get set up) they hang up.

I booked a room at Howard Johnson Hotel & Suites by Wyndham Tacoma

8726 S Hosmer St Tacoma, Washington, 98444, United States of America on Hotels.com. Conformation number [protected]. The pictures and amenities described on Hotels.com are quite different then what is the reality. The hotel is run down and looks nothing like the pictures on hotels.com inside or out. The bathrooms had mold on the ceiling, the grounds were fifthly and unsafe for children with access to the half filled pool left open for any kid to wander into, water was turned off to the rooms and we were not informed of this until after our arrival (they were turned on late evening and then off again the next day again until the evening), it took many hours to get a plunger when requested at front desk and they never filled my request for the lights to be replaced in the bathroom so that my kids and I had to use a flashlight. The advertised Free continental breakfast, didn't even exist. I already brought up these problems and more with the management but she just lies and denies there is a problem even when I provide pictures to prove it. I relied on Hotels.com to provide accurate information and it didn't.