Hotels.com

Misled by Hotels.com website which shows pictures of a superior room which would cost me another 300 Norwegian Krone per night.

Instead I am in a small room at the back of the hotel with very small window and no views.

The superior room shown on the Hotels.com website where I made my booking has harbour / sea views.

I hate being ripped off. Not sure I will use Hotels.com again.

I booked 1 (last) apartment in Caleta Homes for 3 nights from Sept. 20 as pictures showed it had balcony & sea view, so I assumed it was related to this apartment. Why else would there be a picture of such, when it was the last available. To be sure, I put in special request for the balcony & sea view, but the owner said there is no balcony for this unit & I cant cancel. I am very disapointed, as the very reason I booked this one for me and my little family was that I wanted to have balcony & sea view.

Best regards / Oystein Sunde
email: [protected]@gmail.com

we have come to check in this evening after a long day to go d the room dirty no tv working and no plug socket it for it. Door lock not working properly.I spoke to the owner who was down right rude and told me they would not help.I then complained to hotels.com who said they would offer 20 pounds compensation. I am incredibly angry as I have saved to come and now myself and daughter are extremely scared on a hotel and hotels.com would not refund

We were very disappointed with a hotel we found on your website. The hotel in question is "Brook Mollington Banastre Hotel in Chester".

We decided to put our Dutch family there for 5 days at the end of July for our Daughters wedding. It was absolutely appalling, battered furniture, dirty, musty, moldy, and unbelievably outdated, even though they state "recently refurbished" on their page, the rooms look nothing like the photos. What we are wondering is: Why you are still advertising this poor quality hotel? Nearly every single review is bad, it is literally false advertising. We are in the process of reporting them to Trading standards, and Public health. I believe continuing to advertise them would be doing so under false pretences.
I look forward to your response 
Denise van Velzen

My reservation room number [protected].
Hotel name is the Ville Sull'Arno, Italy. I checked in to hotel via Hotel.com. However, the actual room was very different from the picture posted on Hotel.com, so I protested to the hotel's front desk. They say Hotel.com's photos are wrong and they don't know why. I think this is an obvious false advertisement of the Hotel.com because I only choose a room depending on your photos. Please compare attached four your photos before and four real room photos behind. Tae Sig Kim ([protected]@gmail.com)

For months now I have been trying to fix a very simple issue. The phone number associated with my account is a very old number. Recentyl a hotely was trying to get in touch with me and eventually emailed me to call them, I of course did not see this email message until hours later. Found out the old number was the number they called. Tried calling customer service, they cannot change customer info. Okay, well then how come everytime I try to fix it the site gives me and error and states" cannot change account information at this time try again later." Told to clear history and cookies etc from computer and try again... really... did not work! Yes, know I have an option to change the number when making a reservation... when I remember. Today it did not show my account info and I called customer service again when I realized it defaulted to the old phone number... she changed it for the reservation. There has to be an easier way of correcting this error.

Sept 9 2019
call hotels.com to make reservations for 0ct 3-5 2019. was told total was $412.90
Carolyn Greer 613 W 119th st los angeles, calif. I said if I cancellation the next day
after I call the direct hotel that it was okay. I recieved no email.
I call hotel, com to cancel they have no name, no address, no phone number, no email but hey wer able to take the money out of my account with no record of nothing.
WOW who does that. I call back to speack to the manger RINA and she cant find nothing even with the number I provided from my ccount.
This has ran my blood pressure up. This is scarry, and not setting well with me as fraud.
Rita said I had to go to billinghelb3hotels.com and send where it came out my account.
Or go to my Bank, What a Nightmare

Hello,

We have stayed 4 nights at Bahia Resort - San Diego (from 27 August to 31 August 2019)
We paid about 1 200$CAD and carefully read comments before we made our reservation.
We knew the rooms were not in the taste of the day but had been seduced by the location near Mission Bay and the ocean. When we checked-in, the room we was given was poorly maintened (room 432). First, I had to call the front desk because the toilet was clogged even if we have not done anything unusual. The smell was completely disguisting. After sleeping there 2 nights, I decied to go to the front desk to ask for another room because we could no longer endure the smell of mold.
The person at the front desk simply told me that this smell was normal since we were on the edge of the ocean. It wasn't the first time I stayed near the ocean and knew the smell was more due to water infiltration. Moreover, my daughter of 2 years old coughed all night and it was not normal. After arguing, I finally won the case and another room was offered to us. The other room was clean and the rest of our stay was pleasant.

However, we would like to be reimbursed for the two first nights. The amount paid was definitely not worth the service received. Moreover, the hotel offered us nothing as compensation, for example, a meal and were not courteous. English is not my mother tongue and it was a painful experience.

Thank you for your help,

Josée Roy

not worth the price paid

I am writing to you to raise an issue about: Holidays

The issue that I have experienced was: I booked hotel (Acton town hotel) in London from 4-6 August 2019 via hotel.com.

All my visit to London were planned with tight timeline. The check-in time for the hotel was from 2PM. I was at the location of the hotel just before 2PM. However there was no staff at the hotel and the hotel was locked. I contacted the hotel directly with the contact number provided by hotel.com, however there was no reply.

I called customer service (hotel.com) and wanted my full refund, but they tried to relocate me in another hotel. This took then more than an hour which was unacceptable. I had two elderly and a child. I was stranded for more than an hour due to hotel.com failure.
I also missed my visit to Buckingham palace and was about to miss my other visits as well.

After the hotel was contacted, they offered the same hotel which I didn't not want to stay in any more. I didn't get my full refund because, the hotel that I booked was available after few hours. I had to call hotel.com many times and I finally booked another hotel myself.

I lodge a complaint in resolver and they have replied me back few times but it has been a month now and they haven't progress at all with my case.

This is utterly unacceptable customer service from a reputable company and would like to further process legally as far as I can.

I booked a reservations online with hotels.com for a one night stay at Fantasyland Hotel in Edmonton, Alberta, Canada for August 15. The amount showing online was in Canadian dollars for the amount of $227.53. However, when I received my visa bill today the amount charged out was $311.11 US amount. I made sure, when booking this hotel, that it was in Canadian funds. This is not acceptable. It is the second time it has happened and nothing was done the first time. I am requesting a refund in the amount of $83.58. Please note that I will not use hotels.com again. This has never been a problem when using other booking websites like tripadvisor and expedia.

Booked a 3nights stay from the 27th of August at the Exchequer Grange in Bournemouth.
I was contacted by text, just over 2hours before arriving at the hotel. I was already in Bournemouth then, with my 3 children, and was informed that the room wasn't suitable and told to go to a different hotel.
It would have been fine if it was a decent hotel room, However, the hotel called the Gervis court, was dreadful, it was disgusting. It looked like a squat for alcoholics and drug users. Broken glass covered by some cloth in the room. There was no reception desk, no staff to talk to . There was no bathroom, no toilet in the room either!
We have had to leave and I had to find a safe place for the night at the last minute which wasn't easy.
I would not book with a big company like yours to find myself in these circumstances.
I'm chocked you would allow people to book in these places and the awful treatment we have received from the first hotel's manager M. Bart is beyond any understanding.

As the accommodation I found at the last minute was £300 dearer than my original booking (which I can prove), I would like full compensation .

I look forward to hearing from you at your earliest convenience,

Zaneta Damasiene Ajazi
[protected]

I am extremely disappointed at the lack of service by Hotels.com despite me calling them three times and sending them several emails. They simply indicate that they "cannot get hold of the hotel". They promise to call me back but never do. I have previously had my hotel room "given away" and I have stayed in so-called "3 star" hotels which are not of an equivalent standard internationally. Hotels.com - I indicated that I would post on social media if you did not respond. Clearly you did not take me seriously.

Regards

On 8/29/2019 I called a reward agent and asked if I could use a "Free Night" on a current Reservation I had, she said that she will look at it, after about 15 minutes she told me that I would have to do a new one if I wanted to use the Free night and that the rate was higher, RESERVATION # [protected], Moody Gardens Hotel . I said why would I do that can she not just apply the Free night on the current 2 days I had, she told me to wait a minute, then I got transferred to a new Agent who I believe was going to assist me on the Issue, He told me that we were to start from scratch that whom ever I was talking too got disconnected, when I asked for the same Question he told me that my reservation had been Cancelled and that to get such reservation back I will have to pay $800 minus the Free night, I explained to him I did not Cancelled the Reservation why would I cancel a $247 dollar a night vs a $360. Nothing was resolved, I lost my Free night since I had to do a new Reservation and had to pay $510 total, more than my initial booking. I did not Cancel my original reservation, at then end of my inquiry, I lost my Free night, got to paid more and god a different Hotel view that I got from the start. This is un acceptable. Even the supervisor denies they cancel the reservation, not sure what the first agent did, maybe she cancelled by mistake and that is why I got transferred to someone else. After my current bookings I will no longer use Hotel.COM.

Hotels.com just charged my credit card 10 times for 288 each and never even got my room reserved.
After putting me on hold for almost an hour and disconnecting me once and transferring me to 3 different people, I finally got in touch with Cesar (who would not give me his last name or employee id) who told me the best he could do for me is give me the corporate email address.
NEVER AGAIN.
Beware of their fraudulent practices.
Now my only recourse is to file fraud claims with my credit card company.

Dear Sir/Madam

I am writing to you regarding my booking I was visiting Scotland and I booked a hotel early morning for the same day it was around 01:10 am but when I went there nobody was there it was closed and I called the reception but no answer the details of the booking are:
Check in
Thursday, August 8, 2019 (3 PM)
Check out
Friday, August 9, 2019 (11 AM)
Confirmation number: [protected]

I was my family and we have small children I had to drive back all night. I have contacted trading standard agency they suggested I contact you further before I take the case further. I have prove of my call which was not answered. Please refund my money as soon as possible.

Kind regards
Alec Lucas

This is my confirmation number
[protected]
Well I booked a room for 3nights and I was not satisfied because I didn't get no room service and my trash was in my room for 2days and I didn't get any wash cloth to bath with and no bed was made up and they knew about this I was told they were bringing some wash cloth but didn't and bathroom wasn't clean not once so I'm very unhappy and need something did about this my number is [protected] thank you.
Mrs Evangerlean Clarke

We traveled to Boston Massachusets to go on college tours and to have interviews at certain colleges. I booked hotel rooms through hotels.com and was advised to do car rental through them as well. The day of our very important appointment we arrived at the appointed time in the location hotels.com had sent us to find out the Alamo car rental had moved seven months ago. By the time we arrived at their new location and got the car we were late for our appointment for which we had traveled from Los Angeles to Boston. When calling customer service to complain and being connected to unrelated departments several times, finally spoke to a manager who assured me to connect me to the right person but after staying on hold for another 15 minutes I was disconnected.

I ordered a night stay in the charter house hotel in Hong Kong on the 20-21 of August via hotels.com with a non smoking room, queen sized bed. However, when we go to check in in the hotel, the staff if I recalled correctly, name Helen told us that hotels.com has not informed the charterhouse hotel that our booking was a queen size bed thus she can only provide us a room with 2 single beds. I was furious as I am staying in the hotel as a couple, how am I suppose to not share a bed with my accompany? I deliberately ordered for a queen sized bed and paid for it but ending up not getting what I ordered. I absolutely do not think that this is acceptable and the staff was not even trying to help us out. I would like to know why does the miscommunication happened? Does this mean that customers who ordered via hotel.com could not get what they want because of such reason? I would like to get a reply from hotel.com.

To whom it may concern,

We book a hotel room through Hotels.com months before our arrival on August 12th 2019 for Hotel Di-Ann in Amsterdam. We were excited to be coming to Amsterdam for a few days.
We arrived well after the check in time, it was around 8:30, our bad experience started:
1. Our room was not ready nor was the key. We had to wait about 20 minutes (we had been traveling from Croatia that day and we were tired).
2. When the was finally ready, we climbed the additional stairs to the 3rd floor.
3. The floor/hallway smelt like a nursing home for old people.
4. Our room did not have a cylinder.
5. Once in the room, it smelt like an ashtray. We realized that's why all the windows were open when we walked in.
6. We check the bathroom and it was not to any standard of clean.
7. My friend and I reviewed our reservation online and look at the pictures on our booking. It did not resemble anything we had agreed to. That was false advertisement !

We looked at each other and knew we didn't feel comfortable staying at you establishment. We didn't even want to ask for another room.

We went on a multi hour quest to find a room to fit our standard. Because we were so preoccupied with finding another room we didn't enjoy our first night in Amsterdam. By 1 am we booked ourselves into a room where we felt comfortable. We walked back to Di-Ann, pushed the front door (without using the door code because it was open). Climbed the stairs, got our things and checked out

I have attached to this email photos to support our claim.

We are asking for our money back for false advertising /advertisement.

I hope I will hear from you soon in order to remedy this problem.
This email will be forwarded to Hotels.com as well.

Beware of the hotels.com fraudsters & scammers they will steal your money and would make millions of reasons for not refunding your money. I had made a booking for gsh colombo but when I got the confirmation in the email it was for marina bay apartments - colombo, which is a different property altogether. I called the customer service and they said they cannot help me and they wanted me to pay for another usd $2000 to book the property that I actually wanted while they would not refund me anything from the wrong booking. I spoke to the so called supervisor "walter" and he would too say the same thing over and over again. none of the customer service people were ready to understand that they booked me a wrong property that I never wanted to book and these guys are not ready to do anything to rectify that and get me my money so I can book the property which I originally wanted. I was ready to even make the booking for the gsh colombo hotel and pay another usd $2000 while they arrange for a refund on the wrong booking, but they just dont want to refund me.

Its surely their trick to push you into the deals they get more commissions and profits without caring of what we have actually paid for and then they would never refund us back. never make any booking through hotels.com otherwise they will forcefully send you booking confirmation for a [censored] hotel and you will loose all your money.

Hotels.com scam
Hotels.com
Hotels.com poor service
Do not use hotels.com
Hotels.com poor reviews