Hotels.com
reviews and complaints

Dear Sir/Madame,

I have repeatedly contacted your customer services department regarding this paid booking.
The UK government does not allow me to fly to Greece in June 2021, hence I have requested that my fully paid booking with Hotel-Agnadi-Horefto-Zagora-Mouresi for 3 rooms 3 nights on 15th June 2021 is moved to June 2022 or you sent me a voucher I can use to rebook in 2022.

I have been told that the hotel is not responding to telephone calls and emails.

Can you please arrange for one of the above as soon as possible.
Kind Regards
Anastasios Korfiatis

I booked accomodation in Paris, FREE cancellation, I wanted to change dates 2 months beforehand ( due to covid) and was refused... I was forced to cancel more than 1 month before trip... weeks before ("free" cancellation expires). Hotels.com are refusing to refund or voucher me..
been trying to get hold of correct department to resolve this issue but they are avoiding me for months now.. I stopped counting the phone calls I made to there helpdesk at 24 calls...
Booking number : [protected]
Wilma Basson (+[protected])
[protected]@chocolatbistr.co.za
Am I a victim of Hotels.com scam!

Dear Sir/Madame,

As you will see from your records, I contacted your customer services a number of times and explained that I was unable to fly to Greece during June 2021 as the UK Government forbids it.
Hence unable to use my reservation [protected] at Hotel Agnadi-Horefto on 15th June 2021, 3 rooms for three nights.

I have therefore requested that you issue me with a voucher or move the booking to 15th June 2022.

I would be very grateful for your assistance.
Kind Regards
Anastasios Korfiatis

I would like to know what kind of people think it is funny, helpful, or endearing to watch a commercial over and over again about a man being abused by a woman, as though he is a criminal, when in actuality he has planned a lovely vacation for her... disgusting! Only made more horrible by Captain Jerk who couldn't sell a dog bone to a dog! Terrible!

I keep getting the run-around because they charged me for a room and there were no rooms available at that time according to the motel. I have talked to two different people and chatted with one. My confirmation that hotels.com gave me was [protected] for 04/16-04/18 at Quality Inn in Clarksdale MS.
They took the money out on 04/05. When we got to the motel, they said they had been out of rooms since March.
[protected]@hotmail.com
[protected]

Thanks,
Mike

I would like my refunds for serves at both location in Tallahassee, Florida .
Their rooms at both location have showers head that do not put out water rates I belive and needs updating.The water seems to be hard and old like and maybe recycle at both liocations.Themrooms are not real clean and smelly anfd needs air fressers sometimes.the one on North nMonore is real old and Ice Maker area needs cleaning and I would like my 60.00 or so dollars returned.The one on Applachhee parawy charge is 50.00 for over charge.

I phoned about the price guarantee, the representative said I need to phone back 24hrs before my check in, I told her that nowhere on the website does it say that. It just said to call and you will rebook and refund immediately. I waited 3 hours for that call. She kept arguing with me, I asked to speak to a supervisor and she hung up on me. Now I still can't get ahold of anyone on the phone. I saw a cheaper price on Hotels.com where I booked, so it said I can phone and you can rebook and refund. I did just that and the service I received was not great at all!

The room I booked with Hotels.was closed when I arrived after a long day of traveling. I went online to book with hotels.com which said they had rooms at this hotel but when I arrived the hotel no longer existed. Closed a year ago. Long day travelling and I had my hotel all set up only to arrive with very limited options as there is a holiday on. Almost had to sleep on the streets of Guatemala because of hotels.com.

NOW REFUSING TO REFUND MY MONEY. Fraud.

On 6 April 2021 I booked and paid for a hotel in Switzerland on 8 April 2021 and paid in USD. (Confirmation number: [protected]) Hotels.com used an exchange rate USD/CHF of 0.7912. On that day, the official exchange rate was 0.925. This is a 17% surcharge, or about $20 on a hotel bill of $138.90. Never book with Hotel.com, unless you can pay in local currency! It is outrageous that Hotel.com tags on these hidden costs.

We booked a reservation for the Amavi Hotel in Pahos, Cyprus for April 20th - 25th. We also, separately, booked flights and a wedding !, I called the Hotel today regarding some special requests and was informed that they do not reopen until April 23rd !

Had I not called them, my fiance and I would have flown to Cyprus expecting to get married and to stay at the Amavi Hotel. We are now having to rearrange flights ( which will cost us money ) and rearrange our wedding !,
Custome service took 3 days to get back to us and whilst they did refund our money, they were totally disinterested in the predicament that we now find ourselves in.
We will never ever use this company again

Re: Seeking reimbursement of my payment to Park Regis Apartments on April [protected]

Hi
In January 2020 I booked 4 days in Sydney through hotels.com to stay at Park Regis Concierge apartments from April 21-24 (3 nights) at a total cost of $501.48 at a non-refundable rate.

However once covid hit, I cancelled the booking well in advance and was sent a confirmation of cancellation by hotels.com that I would receive a refund of $501.48 despite it being a non-refundable booking. My notes say that I would be credited in 30 days. This has never happened.

Despite evidence of my cancellation and your offer to reimburse me and two emails (20/04/20 and 29/03/21) requesting an update, I have not received any response from hotels.com

On 6 April 2021 I contacted the Park Regis Concierge Apartments to confirm that they had received my booking (confirmed) and my cancellation (also confirmed). Reception advised me that hotels.com had never sent my payment to the hotel.

This is a significant payment that you are holding and according to my records has not been reimbursed into my account nor recognised in any way via a response from you.

I would like this matter finalised with reimbursement of this payment to me at your earliest convenience. Given I have confirmation form you that this payment would be reimbursed within a month of notification, I expected that in May 2020 this would have occurred.

I would appreciate your early attention to this request.

In anticipation of a favourable reply,
Jackie Moden
(+61 [protected])

I paid for a reservation for the Hotel Villa Boheme in Paris for 2 room from 12 - 16 May 2020.
The reservation number with Hotels.com is [protected].
The reservation was made on a non refundable basis.
I paid £755.72 for the reservation.
I was informed by Hotles.com in April 2020 that the hotel could no longer accept my reservation due to Covid19 and as the reservation was made on a non refundable basis they would provide me with a credit note for the full cost of the booking for me to use against future Hotles.com bookings.
Despite several conversations with Hotels.com during which they promise that their 'email department' will issue the credit note I have not as yet received such a note.

Hotels.com is the worst travel service in the world! I paid for a trip to barbados over a year ago that was canceled due to covid-19. Note: I did not cancel the trip, the hotel and hotels.com canceled the trip. I was emailed that I would receive a voucher for a future stay at the same resort. I received a voucher by email however shortly thereafter I received another email that the voucher amount was wrong (too high) and that a new voucher would be issued. It has been over 7 months and I have not received the new voucher. Everyone I speak to at hotels.com can see the voucher for $2, 593.00 on my account however nobody can give me a voucher number so I can book a trip with it. For many weeks I have been told that I will receive a new voucher by email in 24-72 hours. I call back after 72 hours and again after an hour explaining and holding to a new person I am told I will receive a new voucher in 24-72 hours. I am really tired of this game and am going to pay to blog it viral. I will also have my attorney seek additional remedies. I am a gold member and feel like an idiot for spending 20 hours on the phone trying to resolve a simple matter like this. I feel like a bigger idiot for spending as much as I have at hotels.com over the years. I am told this is complicated because of the high dollar amount. This is not a high dollar amount. My rewards trips through american express travel are $30,000-$50,000 each.

Hotels.com refuses to give credit for future use. Instead they insist the credit given needs to be used at the hotel in Edinburgh, Scotland. In August of 2020 travel to this location was not an option. The hotel in Edinburgh now has tripled their rates, and travel there is still not an option. We desire the $2100 credit with Hotels.com.

I booked the room the same day as I checked in. I booked it at 12:30 am. I submitted the price guarantee claim at 1:00 am. It was submitted within 30 minutes of booking. Hotels.com is saying price guarantee does not apply to same day bookings. This is false advertisement. There should be a class action lawsuit against them for misleading advertising.

We had booked a hotel through Hotels.com for a stay in St Lucia in May 2020. Because of covid the island closed down and Hotels.com issued a voucher for the booking. I admit it was a non-redeemable booking as I had presumed that our travel insurance would cover any problems we may have had (of course it did not cover a pandemic). However we were provided with full refunds for our other bookings, given that they were not cancelled by us. In this instance though Hotels.com issued a voucher in the form of a coupon for the amount of AUD $578 but it can only be used at the same hotel as the original booking. I live in Australia and we are still not permitted to travel overseas and it is very unlikely that we will be able to get to the Caribbean before the voucher expires. I cannot understand why Booking.com and Airbnb can provide a refund but not Hotels.com. We would be happy for a voucher to use at any hotel (ie in Australia). The terms of reference provided with the voucher are very specific saying the coupon has no cash value and no cash refunds or alternatives will be offered and the terms cannot be changed .

I booked a room at the holiday inn In Alliance Ne. 1/23/2012 to 1/24/2021
confirmation number [protected] the hotel was for the use of the pool.
Later was told the pool was out of service . so i called the IGH number to get some help or a discount. They said call the property no one would answer the phone. And the other option was to call hotels.com to let them know but was put a waiting list and never got called back so i could let them know that this what was going on it's pretty bad that a person can't get a problem like this resolved over the phone

I contacted hotels.com for a refund on our stay at motel 6. The motel said to contact hotels.com for the refund because that is who we booked through. Our stay was absolutely horrible. My father is in a wheelchair and I made that clear on the reservation. Not only did they not give us a handicap accessible room as requested, but they gave us a room with no working heat! It was 30 degrees outside. My 83 year old father shivered all night! As well as us. Even with extra blankets. We were woken up to domestic violence, with a woman in her bra pounding on our door screaming help me. No one cared! I had to call 911 just to be able to feel safe to leave. In addition, when I went to the office to complain about our room and the heat and request a refund - they told me they don't know why the system booked us a room. They were full and had to give us a room with no heat. So they knew and did it anyway for the money. We deserve a full refund if not further compensation for the trouble we went through

Summary
1.booked a trip in June for my important long weekend next year - received confirmation (dates etc in attachment).
2. Got a call from the agents on 28.11.20 asking why I had not replied to emails saying my booking was cancelled as they no longer represented the house. Over an hour back and forth as I had received no such email, I was given Hotels.com number to call direct. Hotels.com told me to avoid refund "let's get this sorted, we will assist you in finding in alternative accommodation" apologised, sounded genuine.
3. Further hour plus conversation, eventually put through to Madison after wo assured me of same - Result: - Madison who promised to sort the issue. Given choice outside Hotels.com due to the bad customer service. Told to choose directly. Called and confirmed choice, told she was having issues paying and they were at other end. Result: - madison was calling back shortly.
4. No call or email or any form of contact for weeks, I called again, spoke to someone had to go from start due to inadequate notes from Madison and had to choose again. Result:-: After nearly 2 hours - chose 2 properties was assured they would sort asap and book and let me know. I asked to be cc'd this did not happen.
5. Received a separate - not using thread, email saying they had sent the email I waited for call back. RESULT: No call back, no email, no voicemail or booking confirmation

CONCLUSION: Not at all impressed. All agents all talk and no action. Sound very reassuring, I am now changing that to patronising to get rid as I have been assured each time this will be sorted on the day of the call or at the latest he next day.

Dates are mid July, there is a large golf event hence my early booking for my dates (15-18 July 2021) I am going to a wedding which I am an integral part hence July booking and need to conclude this, we will be there for 3 days a small hotel room will not suffice. We have to be close I have specified this in every phone call. It is our wedding anniversary I would like this concluded so that I stop stressing out the bride by telling her it is sorted when it is not.

I tried to attach the email thread but it would not allow pdf email me on - marilyn.[protected]@btopenworld.com - and I will supply this