Hotels.com

Hotels.com left me stranded at midnight in the middle of nowhere when a hotel reservation I paid for wasn't recieved by the hotel and I was not allowed to stay there. I've been a high paying customer of hotels.com for 10 years (100's of rooms booked a year through them) and when I try to call to get a simple refund it has taken me 5 days of calling and still no refund. Shame on you. Do better.

To give you some context, I booked the Ritz Carlton-Zadun in Cabo San Lucas on May 6th, 2021 for 5 nights through hotels.com. The total with taxes and fees was $5199.20. My husband came down with a bug this past week that prompted me to go look up the cancellation policy for the reservation. To my surprise, the reservation was already cancelled. I received no cancellation email from hotels.com, and never cancelled this reservation. Luckily, I looked the reservation up because if I had not, we would have shown up to Mexico with no room. As soon as I uncovered this, I called your customer service line (the morning of 6/23) and spoke with an agent that told me that she could not figure out how it was cancelled, but if I would like to re-book, the cost would now be over $10, 000, for the same reservation. I explained that I never cancelled, and that I would like my stay reinstated. After further investigation, she explained to me that it was cancelled 6/15 on the mobile app ( which I do not have). After I asked her why I never received a cancellation email, she told me that hotels.com does not send cancellation emails. I told her that they do, and that I just received one for another booking I had, and she tried to argue with me again telling me that cancellations don't prompt an email ( see photo at attachment below). After she argued with me on the phone, I asked for a manager, which she would not transfer me to. After asking for a manager multiple times, she said one would call me back (never has). A few hours later, I called back and spoke with another agent who explained to me that he would have to escalate it to the investigations team because he could not see how the reservation was cancelled, and someone would call me within 24 hours (have not received this call either). The following day, I called and spoke with yet another agent who told me that the reservation was cancelled by the hotel because they "could not accommodate us" yet the same room was available to book. The agent told me that it was the Ritz who cancelled and that he would give me $200 for the inconvenience. I explained that it's a $5, 000 discrepancy and not my error. He then told me that I should book a cheaper hotel. At this point, I am frustrated and do not want to book a different hotel as we have all of our activities booked through the hotels concierge. This agent said that a manager would call me (another promised call with no call back). After this call, I reached out to Ritz Carlton who explained that they had the room available and that the cancellation was received through hotels.com. I called back on Friday asking about my calls I was supposed to receive, to which the agent could not help and said that he would request a manager to call me. I have also reached out to hotels.com help on Twitter, with no response. In the meantime, I have had to rebook this reservation directly though Ritz Carlton and am paying double because of a mistake that nobody will own up to. I am beyond frustrated with the lack of customer service and the ownership of this issue. I should not be having to pay double for a room due to a cancellation I never was aware of. As executives, I think it's important that you are aware of situations like this, where you will be losing a loyal customer. It should not take hours out of a customers day(s) to try to solve a problem that your employees could care less about solving. Additionally, it should not be like pulling teeth to talk with a manager and have an issue escalated.

Staff allows drug sales to go. On inside and outside back door. Staff does nothing about it if u. Say anything. Loud noises in hall all night, doors slammed. Smells like marijuana. Second shift shows favorites allows for longer stays at cheaper rates, drinking going on. Outside parties with loud music other hotel has complained but staff doesn't appear to care.

Apartment booked using Booking.com credit card in 4 January 2021, Booked January due to several cancelled booking.
Re: Follow Up - Case [protected]

After the 3rd property booked was cancelled without due notification from Booking.com, but rather the host contacting me to get ME to confirm the cancellation THEY had made, so that they could arrange a refund. I, based on my dissatisfaction with Booking.com contacted the host.

Initial bookings - Booking .com insisted on helping by going outside and booking (a more expensive properly and paying difference) with VRBO. Books and confirmed in 4 Jan 2021.

All confirmed and my deposit used as part of the fee all after protracted communications with yourself and my having to complain in June last year and then again in December last year and finally booked in January.

19.6.2021 - contacted the host to touch base and ask questions called VRBO to be informed they needed to cancel as they no longer worked with VRBO for over 2 years. Cannot get hold of Hotels.com and every single number available, when called leads to the virtual agent that cuts you off if you do not have intinrary number and does not allow option to speak to a person without it. VRBO informed me that the host had not cancelled the property and had only cancelled shortly after my communication with him via text and email. The refund has gone to VRBO and I need my money from that.

I would like a refund please. I've tried countless times to speak with hotel manager. She continued to hang up on me while screaming in the phone. Not once did she bother to hear me out nor allow me to send her photos of the condition of room. All she stated was she cleaned room herself. It was not up to par and I deserve to be treated fairly. I've explained countless times that I had a late check in and noone was at front desk to report housekeeping of room I checked into. I received my key from a lock box, noone was there. I was not instructed on a number to call if there was a non emergency issue. I should not have to pay for a dirty room. There was feces on the toilet for crying out loud. Why is this so hard to understand why I'm asking for a refund? Even with pictures to prove my point? Total discrimination at this point. I feel as a customer I have been violated and forced to pay for an unclean room. I even called front desk that morning upon awakening to let manager(guy) know about room and was given attitude. He treated me as if it was nothing that I was complaining about. There was no professional housekeepers to clean room so he attempted to clean bathroom himself. He also yelled at me to back up in my own room because I asked him why was he upset. He never apologized. He treated me as if I was burdening him because I was unhappy with the filth of the room. He even took my personal washcloth that was separated inside my soap box on bathroom counter. There was an excuse for every inch of filth. They were quick to take my money and pretend to be a nice establishment but as problem arose, they showed their true colors. I paid almost $200 for a filthy room. That's unacceptable. The lady manager even hung up on hotels.com representative whom was attempting to resolve issue. I don't know how this hotel has the rating it has, must be fake reviews, there is no way this is a highly rated hotel. It must be getting judged off access to beach because it was beyond a great comfortable stay. Here's pics again. Why can't I get compensation? As much as they charge people to stay there, we deserve proper housekeeping. Seems they may be too cheap to hire professional cleaners to upkeep hotel. That's not my problem. That's not what I paid for. I would like this to be resolved and fairly refunded. I don't feel like Hotels.com had my back considering I booked through them. Simply no-one cares!

We needed to visit Spain to look at property and decided to book an apartment for covid safety. At 11.54 on the 5th June 2021 I received confirmation from Hotels.com on Booking reference [protected]. This was for 3 nights at 90 Euros per night from the 8th to the 11th June 2021. I booked not requiring cancellation, so non refundable, as we were definately going. Later that day I received an email from the lodge Manager saying there was an additional 70 Euros for cleaning. I replied that the price agreed was 270 Euros.
I was told if I did not pay the 70 Euros I could not stay. I contacted various people in Hotels.com and no one would give me an answer as to whether I could get a refund as the contract had been broken. As I stood to loose my 270 Euros if we did not take the apartment we decided to pat the 70 Euros and seek recompense afterwards from Hotels.com. We are Gold members but that does not seem to count for anything. Despite 180 minutes on the phone, numerous emails and messages and lots of broken promises I am now ignored. I believe their confirmation is a legal document which they have not adhered to. I have told Hotels.com I would be happy to recieve a voucher for the overcharge but not even the courtesy of a reply. It is only now I realise Hotels.com is part of Expedia so their attitude does not surprise me. I have copies of all correspondence and proof of time spent on the phone.

I purchased the e-gift card for hotels.com for $200 exactly and I used $141 of the e-gift card. The remaining balance I tried to merge with my other remaining balance from another gift card and it seems that the remaining $59 has been stolen from the $200 hotels.com e-gift card. Only $141 of it was spent at motel 6/studio 6 in New Orleans Louisiana. The gift card number is [protected] The PIN number for the gift card is [protected]. Can someone please get back to me as soon as possible. You can email me at this email address [protected]@gmail.com And you can also call me at [protected] thank you

6/21/21 Tried to place a booking and kept receiving an error message stating I need to correct a field. I finally called my credit card and found out there are 7 pending charges that were authorized to Hotels.com. I tried calling several numbers only to be hung up on because I do not have an itinerary number. The chat doesn't work either right now.

I made reservations for this hotel for Oscar Holguin who has been staying there for a week. On 6/17/2021, I made reservations for 6/18/21 and 6/19/21 as June 17, 2021 Oscar room was already paid for. first reservation [protected] and the other reservation [protected]. So, I have been billed twice for the date of June 17, 2021 and need to stay until 6/19/2021, checking out Sunday, 6/20/21. I've been on hold for 2 hours and all I got was been hung up after waiting the phone service is horrendous, please someone call me back my name is Maria Holguin, [protected].

Good afternoon

I will start from the beginning.

In 2019 I booked a hotel in Cyprus for June 2020 this was for a family wedding. Booking ref [protected]

For this booking I used £210 clubcard vouchers and £455.34 as card payment.

Obviously because of Covid this was cancelled. I contacted yourselves and was told I would get a full refund of the money plus the tesco vouchers back.

Whilst I was waiting for this, the wedding was re-booked for June 2021.

I then received an email from yourselves with a voucher for £665 instead of the cash refund and clubcard vouchers. This was not a problem as I now needed to re-book the hotel for 2021. So I booked with the same hotel and used the voucher towards the payment. Booking ref [protected]

This wedding has now been cancelled for obvious reasons. I have cancelled the hotel with yourselves, however I have only had a partial refund of £592.69 as it is not refunding the £665 voucher. Tesco have quickly refunded my voucher for £210.

Can someone please look into refunding the £455 as this should have been reimbursed last year and I am not going to loose that amount due to an error on your part. I have spoken to several people, I have had emails to say I would get a full refund, conversations with your staff to say a refund was being processed.

I have had an email to ask me to get in contact with yourselves to rebook with the credit of £445... however trying to contact you to get this sorted is proving impossible. I have tried email, chat and through your website too. I have no other option but to raise this complaint.

I have tried online chat but get no where. I have called and spoke to one lady who put me on hold for an hour and then cut me off. I then managed to speak to another lady who told me she had raised a refund request and someone would contact me within 24 hours to sort it out, this has not happened.

I need this sorted as soon as possible. If you need copies of any transcripts or emails please let me know

Kind Regards

Julie

my reservation were canceled 2 times Aug & Sept in 2020 because of COVID-19 .we have Reservation again at Hotel Des Grands Hommes 17Place Du Pantheon, Paris, France from6/25/21-6/29/21 conf#[protected]. Coupon # GWCHRJ8763 used for $1086 & $132.80 we paid. France is not open for USA because Covid. They said I can only get 132.80 back.Not fair

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!