Hotels.com

I booked and prepaid a room at a hotel accidentally on the the wrong night (the site auto-prompted me for tomorrow when I needed tonight). I immediately realized my mistake and tried to change the reservation but it was uneditable. The hotel said only Hotels.Com could make changes, but their phone line is literally broken and just hangs up on me, and their chatbot just went in circles dozens of times saying try again later. There's no other way to contact them, so I'm screwed. I booked the room again for the correct night, effectively paying for it twice. Again, my initial error, but no way to fix it. Terrible customer service.

$278.43 charge for 3 rooms. Days inn 2/27/2020

Hello

I just got back home from my trip and wanted to tell you that you should have nothing to do with this Hotel...I spent $165.00 for a room that I wouldn't of spent $5.00 for...here is the first room she gave me at the Inn...open the door and all you could smell is urine...after going back down to the front desk and telling her we could not stay in that room she gave us another room...this room wasn't much better...if you ever been in a smoking room at a casino or a bingo hall...well the smell of smoke is pretty strong...this room was 5 times worse than a casino smoking room...also my pillow cover had blood on it...the lights didn't work in both rooms

I slept on top of the covers with all my clothes on and a jacket to keep me warm...if it wasn't so late at night when we got there I would of look somewhere else...but it was 1 in the morning and just wanted to sleep

Louis

I saw a hotels.com commercial that was geared at trying to humiliate women/moms. The commercial goes something like this: Two women are standing there w/ children playing & they look at their phone & see another women on vacation having a good time so the 2 women ask how is she there & we are here? Cap Obvious answers the two women by saying Condoms.

That is extremely offensive to not only women but to all moms. The message that I got from this commercial was that if you are a mom you aren't worthy of a vacation & you made stupid choices when you decided to have children. It also tries to shame us for our choices to become mothers so no vacation for us. It's very degrading to all women.

I am a mom & I go on luxe 5 star all adult all inclusive 2 week long vacations at least twice a year (last year we went three times).

I am asking Expedia to rethink it & remove this commercial bc you not only offended me but you offended every mom in the world.

If you do not remove the commercial I will NEVER use Expedia/Hotel.com to book my future vacations bc of your advertisement choices. I am not the only woman in my family, my circle of friends & my community that was offended by this commercial so Expedia will lose out on more then just my money. Trust me.

Gaurav Dhingra
2:20 PM (6 minutes ago)
to Gaurav

Hi

I need some help here. I wasted 45 mins with the below two reps after being a gold member with Hotels.com

I book almost 5-6 night every month with you guys and have been doing this for years. You can verify the details on the account

Alvin - Manager of customer care in Philippines
John - Agent of customer care in Phillippines

I had called gold team on Jan 12th 2019 at around 1:30pm asking them to price match me on one of the properties I was trying to book (Marina Bay Sands Singapore for 2 adults on Feb 12-13). The price your website was showing was $788 USD and the properties website was showing $488 USD. Before I made the booking I thought of calling hotels.com to see if something can be done on the price and I can utilize my $359.58 USD reward night (which I collected after booking several nights with you, so I am entitled to use it where I want).

Not only the above two reps not be able pull up my account for almost 15 mins. But also they were rude and couldn't find the hotel availability on your website (whereas I could see the availability on your website). They could also not see the same price I could see ($488 USD) on the property website. When I asked them that I could send them a screenshot of that price. They said they cannot help. When I asked them what could I do here. They said just make the booking on property we cannot help you. When I asked them what's the use of my $358.59 reward night if I cannot use it. They said we cannot do anything cancel your account if you want to

After being with Hotels.com for so many years. Is this what we deserve. I am really disappointed and I want someone to call me personally and solve this matter. Otherwise I will unfortunately need to cancel my account(which might not matter to you). But it matters to me as I am a man or principles and if someone is not doing the right thing. I will make changes

My phone number is [protected]

Thanks

I booked and paid for a room in Peemes Guesthouse in Ghana. The guesthouse refused to honor Hotels.com prices and refused to give me the room. The guesthouse manager even asked me to get another hotel. The worst is that hotels.com just told me the guesthouse doesn't have a refund policy. Since hotels.com knew the no refund policy ahead of time, I believe that they con me with the guesthouse in order just to get the money, give no room and hide behind a policy.
They should not get away with robbing people online

Hello,
I've been trying to cancel my reservation for three rooms on booking confirmation [protected] which clearly states that the Cancellation Policy is free cancellation through 14:00 GST on 1/09/2020. For your reference, a copy of my email confirmation is attached, I'm also forwarding it to you separately as an email. Now, however, Hotels.com is insisting that these rooms are non-refundable. I have read them the policy displayed on my confirmation email, yet they insist this is not the policy for my reservation and advised that I contact Consumer Relations. I very much need your help in this matter, as it is completely unfair to charge me as an innocent consumer who ha complied with the policy I read before booking and the same policy which is clearly stated on my confirmation. This will result in almost $3000 out of my pocket for a service I can not use. Also, I feel that I'm being punished for using Hotels.com versus calling the hotel directly to book my reservation, since if in fact these rooms were nonrefundable at the time of my booking, the hotel would have verbally informed me of that, and therefore I wouldn't have booked. On the other hand, Hotels.com's information apparently misrepresented the actual policy, so now, I'm getting what I paid for - which is a reservation which allows cancellations up through 1/9. Everyone at Hotels.com keeps telling me my room is not refundable, yet no one can point me to a booking confirmation which states this. Also, no one has been willing to let me email a copy of my booking confirmation for them to read. I am beyond disappointed in this treatment by Expedia/Hotels.com, especially since I've used your services many times in the past. I very much need and appreciate your help in this matter. Otherwise, in the future, though, I will be booking my reservations elsewhere since I'm not sure I can trust the service information communicated by Hotels.com. I am also reporting this to my credit card company as a disputed charge as well as the Better Business Bureau.

Thank you very much,
Crissy Thomas

I received an email at 2:03 AM on Dec. 29, 2019 stating my email address was changed. When I called to rectify the problem I was not helped. I was told the department was closed and would not open again until this morning. When I called to speak with a reservations agent she was not able to assist me. I asked to speak with her supervisor and spoke with a gentleman by the name Rick D. No one is willing to assist me and I can not wait 72 hours for a return call or email. I've earned these points and I am being inconvenienced due to someone hacking into my account and changing my personal information to benefit them. I'd like to use my points tomorrow and I'm unable to do so. I've attached photos of two emails I've received. One proving the account belongs to me and other email I received yesterday stating my personal information was changed.

Hi. I stayed in the city centre suites, Glasgow last night and I have to say it was pretty awful. Firstly I tried phoning the day before as I hadn't received the code to get the key however I couldn't get hold of anyone. This was after leaving voice message and email. (No reply).

I then arrived and had to call to get the code. I called but then had to wait for a call back from the manager who I must say was very helpful.

I also called your customer service centre to be told there was no problem and that the reception would be there to assist. (There is no reception)

I did however eventually get into the room. I knew it was going to be basic but this was less than basic and it looked like it was in need of some TLC.

My confirmation also stated that it was a private bathroom. ( no it wasn't) this was a shared bathroom. If I had known this I would not have booked it.

I am a frequent business traveller and usually use booking.com but thought I would try your company. At this present moment in time I don't think I shall use you again. This Is a shame as I was thinking of changing. I spend around 3-5k a year on hotels.

Before I write any kind of review I shall wait for your reply.

I look forward to receiving your reply

Thanks

Nick Thompson.

nick.[protected]@yahoo.co.uk

[protected]

I have recently purchased a hotels.com gift card and made a reservation over the phone with a representative after I get to the location to check in I am informed that they do not have any rooms available in that they are booked they called it location that was nearby and they were also booked that was all that they could do in order to assist so I was told to contact hotels.com which I did and explain the situation to come up with a resolution all they had to do what does fix the issue that they had created and find another hotel close by that they could transfer my reservation to or we find the money back to my gift card so that I could do it myself I was transferred several times and no one seemed to be able to accomplish this task so I was informed to wait 60 minutes and someone would email or contact me to resolve the issue no one ever responded nor emailed so I called back went through the same process and still no results I got the same answer and I was told that they would send a email to the proper department that was the only way of contacting them to fix the problem even after speaking with a representative supervisor with customer service nothing was done so I called it third time same results so I never did get checked into a room that I have paid for and me and my guests there was supposed to check in with me you stayed outside all night until we found someone to come and pick us up the following day this was still an issue and it has still not been resolved and this is day 3 of trying to get it fixed are you get some type of results

Hi,
I've tried to resolve this issue with both hotel.com & best western hotel! (nobody wants to take responsibility) I booked the best western hotel thru hotels.com website like I usually do on october 20th/2019... When I was completed the booking online I always get a confirmation or acknowledgment back with in minutes of booking to my email address. I waited about an hour & I got nothing? I then went to book it again because I figure it wasn't completed, so I tried again, with in a few minutes I got my confirmation like I always do. I saved it & made a copy. Confirmation #[protected] when I came to the hotel november 1st - the front desk said I had 2 reservations & I said I only have a one confirmation! He said to check with the mgr tomorrow. So when I checked out I asked for a hotel receipt - I was charged for 1-room at $224.87 as agreed on my hotel.com confirmation. I thought everything was fine when I left - then when I got home I checked my credit card & noticed I was charged for 2 rooms or 2 nights (double billed?) I called the best western hotel who told me I had another reservation from hotels.com she said it was # [protected]. She said they are firm about not refunding people on no show reservations & I mentioned to her that we were there & why I wasn't notified when checking out! She said that you have to deal with the booking company! I then contacted hotel.com customer service to see why I had 2-reservations! The customer service asked for my email address, so I gave it to him! He then said that the booking address was different! That's why I didn't think that this booking was valid! Because someone who did the booking typed in my wrong email that I would not have gotten & your booking company must have gotten a returned email or failed connection which would have came back to you!) you can see why i'm upset! I would like to see this taken care of as soon as possible because I still would like to continue using hotels.com,
Thanks for your patience
Nicholas hill

On November 6th I booked a hotel room through Hotels.com @ the Quinalt Lodge.
We stayed on November 14th. The charge through Hotels was $215.30. When we left hotel the receipt showed the room charge was $171.87. That is a $43.43 difference. I would like Hotels.com to credit me the difference.
I have spoken to the chat line and they were very definitely not helpful. I am disappointed at the response. I hope you can remedy this dispute!

I have emailed hotels.com three time's now and called twice and no reply/response whatsoever and am very disappointed and frustrated. I recently spent some time booking several stays with hotels.com and stupidly did not change the date on one of them. I noticed the error immediately and tried to change the date but was unable to hence my emails and telephone calls. In the end I contacted the hotel Jet park Auckland to say I was not going to be taking up the booking and they advised me - again - to contact hotels.com direct as although they had taken my money the hotel had not received anything and they were unable to cancel my booking or show as non attending. I have lost a lot of money for me and am totally frustrated by the whole thing. I just wish someone would respond to me.

Good day

I was charged three times for one booking.
Booking [protected].
When I made the booking in September I paid R4800 for 2 nights at Hilton Syon Twickenham London. When I arrived at the premises on 04/10. I was charged R4300 by the Hilton hotel. When I departed on 06/10. I was charge 112 pounds x2.
I was refunded R4800 by Hotels. Com. But I have not been refunded the 112 pounds x2.

Please can I have this sorted

Regards
Ana
[protected]

I found a hotel in Las Vegas NV that the listing says...

STAY 2 NIGHTS GET THE 2nd NIGHT FREE...

Price $110.00 per night $55.00...

Total for 2nights $110.00 @ $55.00 per night...

So if the price is $55.00 per night but the 2cd night is free how can 2 night be $104.00 and change?

How can the 2nd night be free?

So, if I was only wanting to stay one night the cost would be $$55.00...

The actually does not make any sense!

I am angry to say the least...

A hard time understanding your customer service representative...

I asked to speak to a supervisor and she wasn't going to let that happen...

The way this is posted on your website is very misleading...

on 17 October I made a reservation, for which I received no confirmation. The Hotels.com website gave a warning that an error had ocurred and that in this case, I should caontact customer services.
Having called the services, I was given an email address to which I should file a complaint. Not the most efficient solution but the worst was that I was given a radically wrong email address. It simply had nothing to do with the one their staff was suppose to provide me with: "'support@expedia.com.br" versus "atendimento@hotels.com"!
A reply that should come within 72 hours at the most, never came until I contacted services via phone, once more, and was then given the right email address... and start again.
The reply was very prompt (same day) but limited to saying that in fact there was no record of my reservation and therefore I had to contact some payments department. The staff replying couldn't even bother to provide the contact for that so called department!
One ouwld think that one should appologise to Hotels.com for bothering them so much to solve a problem they created...

On 10/22 I called hotel.com to book a room near anshutz medical clinic. A room was needed for a family member's cancer treatment stay. I was told my the representative that best room rate was 138.00. I booked the 22nd and the 23rd. When we arrived at the hotel on the 22nd (same day as I booked it). I was told by the hotel their rate was 118.00. So clearly hotel.com does not offer the best rate as they advertise. They increase the price.

Reference number with hotels.com is [protected]
I have been trying to get a refund from this company for the last 4 to 5 weeks. The refund has been approved however they keep sending me an email saying there's a processing error. I keep calling Hotels.com to try and rectify this and they always tell me the correct person to Talk to is currently not in and someone will call me back. I have spent six hours on the phone and no call back so far.