Hotels.com

Hello
I made reservation at Embassy Suites by Hilton Washington D.C. Georgetown, Confirmation number [protected], There was two rate for the same room, one with $93 and one with parking for $110 and to avoid any hassle at hotel I preferred to reserve the higher rate, when I arrived the hotel said no parking and asked for $55 for two days and checked my routine confirmation and found nothing about parking, I talked to hotels.com customer service (Ann) and told her the story and explain that this room have two rate so why I chosen the higher rate if it is not including the parking and I show the website to the hotel recipients and ask him to tell her what he see, he was very nice and helpful and told her this rate including parking and it should be problem at your system, she left me on hold for around two hours then came back and said a supervisor will contact me, some one (Dennis ID 45896V) later contacted me and insist that it is not including parking based on the confirmation, I asked him to reserve again over phone with him and see what their system will send, if send the same confirmation they them must compensate me, if send the confirmation right with parking then I will loose my money. He refused and turn off the phone call.

Hany

To whom it may concern,

My name is Sean Robertson and I was trying to book a room at the Wynn in Las Vegas.
November 3-6th.
Your website has rooms listed all over the site with save 10% save 20% and so on.
For this particular room that I wish to book it says "book 3 days and the 3rd day is free.
It says $91 a night. When I checked the rate explanation it shows $91 x 3 = $273
Plus the taxes and resort fee.
I called and your staff told me that it is $136 a night and is basically a percentage off that equates to $91 a night.
This is unfortunate because your site does not show $136 x 2 = the same as $91 a night it shows $91 a night x 3.
That is misleading and is a form of false advertising.
I have used your site in the past and never had any issues. It is very disappointing that your listing is misleading and that your company will not honor the 3rd day free that it says that I should get if I book 3 days.
It may be a good idea to set your site to just % off so others aren't set up for the same dissatisfaction that I am left with after going round and round with your staff and management giving me the same answer over and over again. That is the price do you want to book?
I hope that you will reconsider your companies stance on this unfortunate matter.

Sincerely,
Sean

My booking Jan 9 2020 ref [protected] was for 7 rooms at a hotel at a cost of €2940. The booking was cancelled by Hotels.com. Despite it being non refundable they offered me a coupon for the full value of the cost. I received the voucher May 24 2020 but It stated that the voucher could only be used for 1 room with no residual value! I telephoned them and was told that I could insert the 7 rooms on the new booking and add the code, this was not true. I telephoned again and was told to insert the rooms one by one, this, of course, worked for the first room but not any more. Every time I tried to email I was automatically sent to a page with phone numbers on it. I have telephoned them 15 times and everyone has told me a different story and that I would hear from them within 30 days! Again this was untrue. My last conversation was with U.S. and the agent promised a solution within 30 days which has now passed.! My complaint is:- They wrote and told me they wanted to make the process stress free, the reality is it has been very stressful for me. I have been issued a coupon which can never be spent. Hotels.com have misled me and have NOT provided a full value coupon for 7 rooms and ignored my request for a refund . I would prefer a refund as I have lost all faith in a company I have used for years. I believe they have procured my money by deception. Phillip H Littlejohn

I reserved (and paid for through Hotels.com) 2 rooms at Hotel Latino in Panama City, Panama. When we arrived, there was only one room reserved and I had to pay a second time for the 2nd room.

Hotels.com confirmation number 9196391478592

Check-in Wednesday, July 29, 2020 (7 AM-midnight local time)
Check-in miércoles, 29 de julio de 2020 (07:00 - 0:00, hora local)

Check-out Thursday, July 30, 2020 (Before 2 PM local time)
Check-out jueves, 30 de julio de 2020 (Antes de 14:00, hora local)

Your stay 1 night, 2 rooms

Cancellation policy See details below in "Room details"
Amount paid
$58.09
See full payment details below
Confirmation number 9196391478592
Payment details
Standard Room, 1 Double Bed
Wednesday, July 29, 2020 $27.27
Standard Room, 1 Double Bed
Wednesday, July 29, 2020 $27.27

Coupon applied (HERITAGEDAY) -$1.91

Tax recovery charges and service fees $5.46
Total amount paid $58.09

I would like a refund of 1/2 or the $58.09 price because they only had one room for me and I had to pay a second time for the 2nd room.

The issue that I have experienced was: Very clear on the confirmation, including free Parking. When arriving, no free parking. This would be min 60 euro per day.
Owner of the hotel was called, told me. I could go, he understand, and would refund my 108 euro. I got to another hotel.. Never got my refund. Spoke Hotels.com, They told me they contacted the hotel and hotel simply refused

It occurred on: 24/07/2020

This meant that Had to find another hotel and lost 108 euro..

Simply refund because the owner of the hotel agreed to refund to me.. On the website of Hotels.com still is mention that a booking will be include free parking !

They offer a free stamp, if you click on their link from an email they sent to me, but there was noway to enter it. Booked 6 nights in hotel, but none showed the extra stamp. Phoned them and asked them to honour their offer, they declined, blaming me. It takes 10 stamps for a free night, what is the big deal giving me a stamp Choice hotels just gave a free night after, spending 2 nights. Booked July, 8 9, 19, 20, 21, 22, through them #[protected]

Honour you're emails.

Booked a room for July in London, England, but when COVID hit, all flights were cancelled, and thus I cancelled my room (hearing how other companies were offerring refunds, I mistakingly assumed hotels.com would also refund this prepaid room). I attempted to reach them on thier chat (not avaialble), and called occassionally, but mostly e-mailed so I would have a record on the conversation. After months of chasing (and they kept telling me they could not "reach" the hotel, so I contacted the hotel directly), I was advised that hotels.com had been told that the hotel itself would not refund the room. yet the same day I rec'd a letter direct from the hotel stating that abolutely this was refundable, however, I needed to further contact hotels.com for the actual refund as that company had my credit card information. So essentially, hotels.com is lying. Upon copying hotels.com on the letetr from the actual London Hotel, they "re-opened" my complaint and once again got the runa round that they were "calling" the hotel but then were told to e-mail the hotel (went throught is before). Meanwhile the London Hotel fruther sent me an additional letter stating that is was up to Hotels.com to authroize the refund and then subsequently contact the hotel to advise them. DO NOT TRUST THIS COMPANY!

My family booked a hotel reservation through hotels.com and when we got to the hotel is was absolutely VILE. The police were there investigating a drug complaint, the pool and breakfast that was advertised on hotels.com web site were closed until further notice. We tried to cancel right then, but were told we wouldn't receive a refund if we did. So we checked in and went to our rooms. Once in the rooms we noticed that the bathrooms had long black hairs and urine all over them. The beds had blood stains on the sheets, the microwave and mini refrigerator had food that had splashed and spilled all over them. There was even a sock that was left behind on a shelf from a previous guest. When we brought all of this to the attention of the desk clerk she handed me a bottle of bleach spray and said it's hard to find good help. Needless to say we checked out and had to book another hotel last minute. Hotels, com told me they had to ask the hotel we reserved for the refund. Then hotels.com tells us that the hotel is not willing to give my money back. It's not as if we didn't show up for the reservation, I was truly afraid that we may contract some type of illness with the uncleanliness! I have been on the phone with there customer service 7 times and 5 of those times I was hung up on! The last time I asked to be transferred to a supervisor and the representative asked me why, and what was I going to tell his supervisor? The representative argued with me for 5 minutes before he would transfer me to a supervisor. Once on the line with the supervisor I was told that they cant issue me a refund because the hotel already has the money. I asked to speak to Jacob C.'s supervisor and was told that he doesn't have a supervisor or no one above him I could talk to. So I asked if there was a number that I could call and speak with someone else about the matter and Jacob C. told me I can write there corporate office a letter. Hotels.com should be ashamed of themselves. There customer service is the worst I have ever experienced. I just wanted my money for the first hotel back or another reservation at a different hotel. Instead I lost $400 and had to pay outta pocket once again for a different hotel.. Reservations Date: 07/14/2020-07/17/2020. Reservation Number: [protected] 1

Hi guys,
We along with two close friends booked into the "prama sanur hotel" in bali for two weeks in may 2020.

Covid 19 struck, we are not allowed to travel outside of australia and not allowed to enter bali. (government legislation)
The hotel made us aware that due to the virus our bookings had been cancelled.
On checking the hotel we found the hotel had in fact been closed down.
It was confirmed by the hotel that they had not been paid by hotels.com.
Our travelling companions received a refund six weeks ago!

Despite numerous emails our requests for a refund (a$3400) are ignored.
Phone calls to their office are not answered or just left to ring out.

Early on we had a garbled transmission that we may get what they called a coupon (credit note?) in 20?
My wife and I are both 78 and will probably be pushing up daisies before this happens.

My immediate thoughts are is hotels.com in fact going bankrupt?

I had a two night stay booked at the Barnsley Hotel in Georgia which was non refundable but due to Covid19 the hotel closed and there was no wedding to attend. I have talked to Hotels.com in the Philippines over and over again starting April 2, 2020 and have been assured I will get a voucher to the same hotel within 30 days, 2 weeks, 1 week, 1 day and that was five days ago. When I called them again they said they are working from home and have delays in reimbursement. I think this is a scam. I called the hotel and they washed their hands of it as it was not booked through them and felt that the money was in Hotels.com hands. Do not use Hotels.com or go to this hotel.

I had booked 2 rooms for May 15-116 ( total $324.50) Due to COVID 19 we were unable to go, I cancelled well in advance. When I called they REFUSED refund saying they never refund any circumstance. The hotel called me on May 16 asking when we were arriving ( we actually would have been checked out at that point. When I called them they said they could not do anything because we went through Hotels, com

We booked the hotel below, and due to covid 19 we are not allowed to go, the hotel is closed and we cannot go into wales from England, we booked for 13th June 2020 for 2 nights for 4 people.
I asked for replacement date for next year, and it took too long to come back with an answer, so we have made alternative arrangements for a holiday for the dates in 2021, I have asked for a refund of £295.98 this is the total cost of 2 rooms. because we cannot go next year, I received an email from the hotel.com to say we could cancel, I have also had a long conversation on line which I have the full statements made, I was online for 1 .5 hour before I got an answer, we paid cash and we have been offered a voucher which is no good to us, can I get the money back somehow.?

from hotel.com
Hi Graham,

Thanks for your continued patience.

We received an email from Mercure Cardiff North Hotel and they've approved free cancellation. Should you wish to proceed with the cancellation, you call us at [protected] / +[protected] or chat us through https://contact.hotels.com/en-gb/#/chat/initialize?product=Hotels%20%26%20Vacation%20Rentals&category=Billing%20%26%20refunds#chat/initialize for real time assistance. As we're unable to make changes via email due to system limitations.

Hope to hear from you soon.

Regards,
Dax D.
Customer Support Specialist
Hotels.com

on line talk
Hotels .com
Couldn't connect. We'll keep retrying, or you can try now.
28 MAY 2020, 8:26 PM
Hi, I'm your Virtual Agent 👋 How can I help?

I can quickly check on your refund status, cancel your trip, and more. What would you like to do?

Get refund status

Refunds are taking longer than normal. We apologize for any wait and appreciate your patience! Keep going for details.

First, what's your email address for this booking?

sandra.[censored][protected]@yahoo.com

Now, please tell me your confirmation number.

[protected]

I didn't find any refunds. You may be getting a coupon, supplier credit, or reward points back instead.

What would you like to do next?

Contact an agent

Your estimated wait time is about 17 minutes. Would you like to continue?

Continue

Help is on the way! An agent will say hello in about 17 minutes.

hi I have received this email, which says I can have a refund: We received an email from Mercure Cardiff North Hotel and they've approved free cancellation. Should you wish to proceed with the cancellation, you call us at [protected] / +[protected] or chat us through https://contact.hotels.com/en-gb/#/chat/initialize?product=Hotels%20%26%20Vacation%20Rentals&category=Billing%20%26%20refunds#chat/initialize for real time assistance. As we're unable to make changes via email due to system limitations.

Hope to hear from you soon.

Regards,
Dax D.
Customer Support Specialist
Hotels.com

hi

Yolvir

Hi, how may I help you today?

Hi I require a full refund please.

hi I have received this email, which says I can have a refund: We received an email from Mercure Cardiff North Hotel and they've approved free cancellation. Should you wish to proceed with the cancellation, you call us at [protected] / +[protected] or chat us through https://contact.hotels.com/en-gb/#/chat/initialize?product=Hotels%20%26%20Vacation%20Rentals&category=Billing%20%26%20refunds#chat/initialize for real time assistance. As we're unable to make changes via email due to system limitations.

Hope to hear from you soon.

Regards,
Dax D.
Customer Support Specialist
Hotels.com

Yolvir

For Security, may I have the phone or email associated with the reservation?

sandra.[censored][protected]@yahoo.com

Yolvir

This is for the Mercure Cardiff North Hotel, right?

yes

Yolvir

Thanks, give me a few minutes to check the reservation.

hi

Yolvir

Hi thanks for waiting, I just want to clarify are we cancelling the reservation or changing the dates to 15 June 2021 - 17 June 2021?

Hi we cannot go next year so we need to cancel

Yolvir

Thanks for confirming, I need to check a few details since the original request here was to change the dates, hold on.

Hi the hotel is not open, so we can't go anyway this year, also we cannot enter wales from England, and we cannot go next year now because of the length of time since I opened my case ref:[protected], I would like a full refund, please.
Yolvir
I understand, please give us a few more minutes.
12m ago
Hi i have been on this now a long time, please can you tell me what is happening

Yolvir

I'm sorry, I'm still consulting the team, apologies for the inconvenience.

this is so exasperating how long will this take?

Hi can you please answer me
12m ago
Hi I am going to make a formal complaint and take this further, I have been on now for over 1 hour
Yolvir
I'm very sorry for the for the long wait, I've checked with higher dept. and they've confirmed that this reservation will only get a voucher and you need to go to the website self service option to cancel and get your voucher.

Here's the link for you to cancel: https://www.expedia.com/service/

I am not accepting a voucher, this was paid cash and we will never use you anymore due to the issue with this refund, I will be taking this further to trading standards, I paid cash and through no fault of our own we are not allowed to go, this is terrible, can you confirm that you will not refund the cash please?

Also complaints board

Yolvir

Under the circumstances, we are unable to process the cancellation for you and process a refund.
Yolvir

I do apologize for the inconvenience it has caused you

Thanks for the confirmation I will take this further

Just now. Deliver

We booked a number of Hotels for our tour of Italy in May 2020 with Hotels.com
One of them was a non refundable booking, paid in Dec. 2019.

Once the covid19 escalated, I tried multiple times to contact the Hotel directly, via phone and email, but they were un-contactable, no one appeared to be present and they appear to be closed.

I tried multiple times to contact Hotels.com, but their system automatically hung up if you were not within 7 days of your trip.

I then received an offer for a voucher offer with an alternative of a cancellation with no refund. I pressed the accept, without fully comprehending the ramifications. On receiving the confirmation, it was obvious that I had 12 months to use the voucher and ONLY at the same Hotel.

If the Hotel is closed, they are not able to supply the booked services, so they should be refunding. Also, they are presuming, demanding, that my wife and I now make a future trip, within 12 months, to Italy, to use the voucher. We have NO DESIRE to travel to Italy within the next 12 or even 24 months. My wife has a lung condition, we are both in our 70's, and we are just not traveling to Europe.

Hotels.com, where I am a Gold member, will not discuss this matter, has put me on automatic bounce back on their email address and no supervisor will call me, even though they have promised.

Great way to run a business.

Had non refundable hoted reservations in Italy May 22, 2020. Reservations cancelled by Hotel; refund authorized by Italian Hotel in email through Hotels.com site. On my Hotels.com reservation receipt was stated " If you change or cancelthis reservation, you won't be refunded any of the payment." The Italian hotel is closed, and as I cannot stay there the Italian Hotel did the right thing and authorized a refund. But also stated they did not have my funds, and that I would have to contact Hotels.com for the authorized refund.
Initially Hotels.com said no refund, same response from the supervisor. Given an email"customer [protected]@hotels.com" which I attached the emails from the Italian hotel made on the Hotels.com site. Email came back it would not be responded to, and referred me to Hotels.com site. Called the corporate office in Dallas, Tx. Get a recording with options but no response from line.

So I am appalled at the barriers that Hotels.com has put up in supplying service and documents to support your claim.

Furthermore it is just wrong that the person paying does not receive a refund, or that the Hotel does not receive any funds.

It is just wrong that the bookinf agent, Hotels.com keeps the funds. Greed and thievery!

Booked with hotels.com for the Easyhotel Amsterdam for 11-14 April 2020 stay prior to covid19 pandemic. Borders and services all closed down, so attempted to contact hotels.com well in advance for a refund as per their updated terms and conditions but they are still refusing to refund despite taking over €450 upfront and providing no services whatsoever to us! We are now forced to issue legal proceedings against them.

Itinerary Number [protected]

Complaint Purpose: Credit or Reimburse

Reason: We didn't cancel the trip, Flights and country borders were closed.
Hotel was separately informed (because hotels.com continuous lack of response) and agreed with the cancelation or postpone dates.
Hotels.com took very long to respond and only agreed to escalate complaint after 2hours conversation! Ms. Ali C said she is the escalation manager and agreed to raise a complaint;
Still not response from their side.

Our stay was from 14-20th March and Hotels.com shows as of today 5th April that non-refundable reservations from 20th march will be allowed to be reimbursed. NOT FAIR.

Thanks
Csaba Henter

I was driving to our destination and my daughter made the reservation for the wrong place. Cancelled incorrect reservations within an hour. Per Hotels.com email, refunds would be given. Followed Hotels.com protocol in waiting 7 business days for refund to be allowed. Upon calling the 2nd time I was advised that the Manager of the Hilton Garden Inn refused to give us a refund. Despite the error being fixed ASAP. Hotels.Com sent me an email stating they would reinburse for this but, was advised that this information was untrue. Never stayed at this place, have been a frequent Hotels.com member. NEVER had this issue before.

I have been trying for three days to get in touch with Hotels.com customer service. I finally found a phone number, was kept waiting for an agent for 1/2 hour and then when connected, she disconnected me.

Confirmation #[protected] - we were supposed to be in Buenos Aires for two nights, but because of the COVID-19, the airport was closing and so we had to return home on the 15th. This reservation was paid in advance with a no cancellation policy. We could not get in touch with hotels.com so instead called the hotel to explain why we would not be using the reservation. They said that they would contact hotels.com. I am trying to confirm that we will be receiving a refund.