Hotels.com

The website states that the rooms are soundproof however they are not. This was one of the reasons why we booked this hotel however we can hear a generator outside aswell as traffic noise and noise from other rooms. The hotel has confirmed to us that none of the rooms are soundproof therefore this was advertised incorrectly on hotels.com.

The hotel room is dirty with hairs down the side of the bed and all in the shower. The rooms are completely different to the website pictures in which the bed is against the window with a platform area around therefore no room to get out if you need the toilet. We have raised these issues with the hotel and were told several times to come back at 3pm as they would have an alternative suitable room for us. However after returning at 3pm, we were told by the manager that the hotel is fully booked now and that there is nothing they can do for us. We are obviously extremely dissatisfied by this. They then said that our room was cleaned for us yet when we have returned back to our room the hairs are still there leading me to believe that this still hasn’t been cleaned properly.

Dear Customer Support Team,

I hope this message reaches you as a sincere reflection of my feelings and experiences as a customer. I am writing to express my profound disappointment in the customer service I have received from Hotels.com and to inform you of my decision to cancel any future reservations and discontinue using your platform.

My dissatisfaction stems from a recent experience during which I encountered a significant issue with a reservation I made through Hotels.com at a Wyndham hotel. Despite reaching out to your customer support for assistance, my concerns were met with a lack of responsiveness and support. Moreover, your platform suggested that I contact Wyndham directly, which led to no resolution either, compounding my frustration. After contacting hotels.com again I was able to get a refund for $142 from Wyndham. Not sure where that total is from as 1 night was $197. I feel hotels.com should take accountability as well and offer the remaining credit that I used in rewards for $255

As a loyal customer who has trusted Hotels.com for my accommodation needs for an extended period, this level of customer service is both disheartening and unacceptable. It is evident that the quality of service I have come to expect from your platform has significantly declined, and I can no longer continue to use a service that fails to prioritize its customers' needs and concerns.

Furthermore, I feel compelled to inform you that I will be taking additional steps in response to my experience. I plan to report my dissatisfaction and the lack of resolution to the Better Business Bureau, the Health Department, and the Attorney General's office in light of what I perceive as misleading advertisements of hotels on your platform.

I believe it is essential for businesses to be held accountable for their actions, and I hope that these actions will draw attention to the issues I have faced and encourage Hotels.com to improve its customer service and address the misleading practices that have marred my experience.

Effective immediately, I will be canceling any upcoming reservations I have made through Hotels.com and will seek alternative platforms for my accommodation needs. It is my hope that my decision, along with the steps I intend to take, will serve as a catalyst for change within Hotels.com.

While it saddens me to reach this point, I believe it is necessary to ensure that customers like myself are heard and that issues are resolved promptly and effectively. I hope that Hotels.com will take this feedback seriously and work towards regaining the trust of its customers in the future.

Thank you for your attention to this matter.

Sincerely,

Kristen Riddle

I researched and made a booking for October. I had two gift cards that I earned from work. The website would only take one gift card so after I booked my reservation for the dates in October, I had to go to a different website and call and merge the two gift cards. I then went back and put the one gift card in, and made my reservation. The next time I check my email I had a thank you for your stay email, and we had not yet gone. It was still September! They would not change my booking, and I spent $400 to pay for an empty hotel room. I can not afford to book again and my son’s birthday trip was ruined! Customer service was useless and very unhelpful

Good day

I would like to report a problem with my booking no [protected] at Hotel Mount Manor in Chennai.

When I arrived at the hotel on 27th of September 2023 with a local friend to help me,the receptionist was extremely rude. My friend advised me not to stay there.

When I asked to cancel my booking she shouted at me: you cancel it yourself.

It was a very unpleasant experience and since I did not have wifi, I could not do anything about it at the time.

Can you please help me?

Terrible house that was being advertised and available for rental via their website hotels.com

The house was in terrible condition and not able to receive or accommodate any person or to host anybody.

all furniture was not as described in the website and it was broken, in disgusting dirty condition or and full of stains.

I contacted the mgt company which promised to get back but it never did and to this date I've never received a refund.

after 5 hours of driving to go to this rental with 3 very sick children with Fever and Covid - I came to a disguisting place. and have to find another hotel next day to stay.

Also the company is no where to be found, no address, nor website. I do not recommend at all using hotels.com Terrible company, terrible customer experience.

When I checked in at the Inn I was told the cabin was not available. Showed me a room that was not acceptable (right in front of highway, dark, dingy and had a musty odor). would not give me a refund; had to be 10 days in advance. I showed them confirmation email from Hotels.com. Showed price of accommodation at $314.54 taxes and fees of $28.34 and a One-Key Cash award of $231.27, which brought down the rate for cabin to $83.27. It turns out that Expedia scammed the Hotels.com web site. Hence, I was screwed. Paper also had Singapore Travel Agency listed. I asked for copy of bill and charge receipt. The total on that was $234.68. I left the Inn with copy of bill and receipt in hand. I looked at it and nowhere did bill have my last 4 digits of visa card and receipt was not my signature. I went back to Eatonville and stayed at Mill Village. After getting home on Sept 20th I checked my visa account, no charge for Gateway Inn, only for Mill Village.

Good afternoon. I have a business guest staying in Britannia Hill Hotel in Coventry 18-22/9/23. Reservation number [protected]. Name: Alexis De Naray. I have contacted the hotel reception to check on my guest on the 21/9/23 around 1pm. I asked if they can knock on his door as I haven't have a contact with him from 8.15am that morning and he didn't show up at work. I have been told they will check on him and ask him to call me back. But they didn't do it as my guest was in the room unconscious since the morning 21/9/23. He was found next day morning, when he didn't check out at 10am. This satiation could be avoided. He end up being taken to hospital to be treated. It was a negligence from the reception staff. I know as I was hotel manager previously and this is normal request. Also I ask for a invoice for my employee stay and I was refused at first instance and after that I only have invoice for 201£ from 246£ paid. This is not correct. Hotel should provide vat invoice for my employee stay. Please refer to the email sent to me on Friday 22/5/23 about my employee being taken to the hospital, sent at 13.59pm

Please contact me directly on [protected]@hanagroup.co.uk or [protected].

[protected]@yahoo.com

September 21, 2023

Barceló Puerto Vallarta

Carretera a Barra de Navidad Km. 11.5

48294 Puerto Vallarta

Dear Hotels.com,

I recently stayed at Barcelo Puerta Vallarta from August 31-September 3, 2023, and unfortunately, I was charged incorrectly on my bill. Specifically, I was charged an extra for three different nights totaling an additional .

As a guest, I expect accurate and transparent billing during my stay, and I believe that the issues I encountered were unacceptable. Given my experience, I believe it would be appropriate to receive a refund for the incorrect charges. I thought I had put down 3 adults and an infant. I feel that hotels.com did nothing to help me rectify the situation. I feel that I have been a valuable customer of hotels.com until this trip. Alternatively, I would be willing to accept a discount on a future stay or a complimentary night at your hotel in the future.

Please let me know how you plan to address this matter. If you require any additional information or would like to discuss this matter further, please do not hesitate to contact me at [protected] or [protected]@yahoo.com.

Thank you for your attention to this matter. I look forward to hearing from you soon.

Sincerely,

T. P.

Barceló Puerto Vallarta - All Inclusive

Check-in

Hotels.com itinerary: [protected]

Thu, Aug 31

3 PM

Check-out

Fri, Sep 1

noon

Pricing and rewards

Total price

You earned rewards for this trip

Your booking

Hotels.com itinerary: [protected]

Barceló Puerto Vallarta - All Inclusive

Check-in

Fri, Sep 1

3 PM

Check-out

Sun, Sep 3

noon

Pricing and rewards

Total price

You earned rewards for this trip

I booked what was advertised as a B&B at the Pembroke in Bridlington and upon arriving discovered that it was not a B&B but a very run down room to let which was absolutely filthy and not at all maintained. This is false advertising and I had to return strait home very down heartened after paying over £500 for absolutely nothing. I really think that I deserve a full refund and this advertisement should be removed to stop this from happening again to future holiday goers. My name is Carl Williams. Mobile. [protected]. Email. [protected]@outlook.com. Thank you for your time.

I am talking about our booking at the Mike's Studios, with the booking number 72621991137227. We went to Naxos on 4 of September 2023. Ones we were at the premisses of Mike's Studios, we were looked at, by a cleaning worker there, like she had seen ghosts in front of her. She immediateky panicked and asked if we had talked with the owner. I told her that nobody had contacted us. In the booking there also was in green letters we do not need to contact the premisses about our booking. So she run of in panick and came back with another lady. She took us and brought us somewhere else, where we never had booked. I asked her where she was bringing us and explained we had booked somewhere else. She told us that we were being moved because there was an older couple that did not want to leave because it was a bit windy. They did not think of inform us about this. When I talked with the owner he was very rude, even told lies about his age and condition. This is clearly unacceptable and we would like a refund because of this incovianiance. Of course Mike's Studios is not going to do anything about it so I would like more help from you us we made the booking from Hotels.com

I booked what was advertised as a Bed and Breakfast at the Pembroke B&B in Bridlington for today at 3pm that turned out to be just a single room to let with no bed and breakfast or staff service what so ever, after I paid over £500 for, I feel very scammed here and have evidence of the misleading advertisement to help with my case. I hope to hear from you soon regarding this matter, thank you, Carl Williams, [protected]@outlook.com. [protected].

We stayed at this hotel in Raleigh on Friday night, September 8 itinerary number [protected]. It was the worst stay we ever had we arrived, and the toilet was not working. There was no toilet paper, no towels, no comforter on the bed just sheets it was supposed to be a queen size suite there is a queen size coil, springs, showing with a full-size mattress on it The refrigerator door did not close there a plaster on the floor that was not swept up from plastering holes in the wall, the toilet paper holder was a nail sticking out of the cupboard. My husband got out of bed and stepped on something on the floor and cut his toe open is bleeding. All these pictures are attached.

Dear Sir/Madam

I made a genuine mistake whilst booking a hotel via hotels.com and put an incorrect date - I contacted Hotels.com immediately to correct my mistake and since then, I have also contacted the hotels general manager who agrees to a fee waiver. Emails listed below for detail.

However, I have since had the same emails stating that Hotels.com cannot contact the hotel even though I have supplied them with the email from the general manager stating he would waive the fee. And their comment that they have not heard from the general manger is frankly a lie - every time I email him, he gets back to me very quickly.

This situation is quiet frank absurd and I simply want a refund for a genuine mistake made and corrected (or at least actioned) immediately.

Any help would be appreciated as I am going around in a circle at present with them with no end in sight.

Regards and thank you

David

----- Forwarded message -----

From: Prof. D.J. Edwards

To: [protected]@hotels.com

Sent: Tuesday, 12 September 2023 at 07:59:37 BST

Subject: Fw: FORMAL COMPLAINT - Update on your change request for Hotels.com itinerary [protected]

Dear Hotel.com

My experience of late has been appalling. As written below...

"I booked the Wolverhampton, UK branch of Novotel using my phone and made a mistake on the booking (using the 26th to 27th Sept instead of 12-13th Sept.)

I contacted Hotels.com immediately (email attached below) and asked for the reservation to be changed not cancelled. I was told "Please do not worry I have already escalated your concern on a priority basis and will get back to you with an update via email within 72 hours. Kindly wait for 72 hours."

So I chased this up today and got the reply immediately below. So I went to Novotel and spoke to Amylea (A very friendly and helpful lady) only to be told that the hotel is now fully booked for tomorrow (when it was free on Saturday when I booked). Hotel.com then wrote:

"Unfortunately, after multiple tries, we weren't able to obtain an approval from the property manager to waive the changes. This means the current rules and restrictions for your booking apply and a change can't be granted."

So I spoke to Yann the hotel manager (email listed and included below) and he wrote back almost immediately via email to say he was happy to waiver the fee. So it looks as though Hotels.com staff are incompetent and simply do not wish to give me a refund.

So due to incompetence, I have potentially lost £167 and now have to book somewhere else at the last minute. I ask for a full and complete refund as a solution.

I understand the point of nonrefundable but we are talking about a genuine mistake and action being taken within minutes of realising it. Surely this is a reasonable request given it was a genuine error caught in good time?

I await your response.

Regards

David

Professor David J. Edwards

[protected]"

----- Forwarded message -----

From: Prof. D.J. Edwards

To: Hotels.com Travel Team ; GUGUEN Yann - NOVOTEL Wolverhampton GM

Cc: [protected]@chat.hotels.com

Sent: Monday, 11 September 2023 at 16:11:06 BST

Subject: Re: FORMAL COMPLAINT - Update on your change request for Hotels.com itinerary [protected]

Dear Yann

Thank you for your prompt and very professional response - and more so for your willingness to: 1. find a room tomorrow if at all possible; and 2. waive any charges.

Thank you also for confirming that no one from Hotels.com contacted you - I am shocked to be honest as this booking is a priority for me and I was promised that this would be treated as urgent.

Hotel.com travel team - I assume you can move now to offer a full refund if a room for tomorrow cannot be organised?

Regards

David

On Monday, 11 September 2023 at 15:20:15 BST, GUGUEN Yann - NOVOTEL Wolverhampton GM wrote:

Dear professor Edwards,

I am looking at all individual reservations in case we would be able to find you a room for tomorrow.

Hotel.com travel team, under no circumstance have been contacted by yourself regarding cancelation free of charge. I can confirm that I am happy waive any charges for Professor Edwards.

Please confirm back.

Regards

Yann

Yann Guguen

General Manager

NOVOTEL WOLVERHAMPTON HOTEL

From: Prof. D.J. Edwards

Sent: 11 September 2023 15:07

To: Hotels.com Travel Team

Cc: GUGUEN Yann - NOVOTEL Wolverhampton GM ; [protected]@chat.hotels.com

Subject: Re: FORMAL COMPLAINT - Update on your change request for Hotels.com itinerary [protected]

Dear Lory and Uann

Re: Formal complaint.

I am absolutely applauded with my treatment over this hotel booking and the way that this has been subsequently handled.

I booked the Wolverhampton, UK branch of Novotel using my phone and made a mistake on the booking (using the 26th to 27th Sept instead of 12-13th Sept.)

I contacted Hotels.com immediately (email attached below) and asked for the reservation to be changed not cancelled. I was told "Please do not worry I have already escalated your concern on a priority basis and will get back to you with an update via email within 72 hours. Kindly wait for 72 hours."

So I chased this up today and got the reply immediately below. So I went to Novotel and spoke to Amylea (A very friendly and helpful lady) only to be told that the hotel is now fully booked for tomorrow (when it was free on Saturday when I booked).

So due to incompetence, I have potentially lost £167 and now have to book somewhere else at the last minute. I ask for a full and complete refund as a solution.

I understand the point of nonrefundable but we are talking about a genuine mistake and action being taken within minutes of realising it. Surely this is a reasonable request given it was a genuine error caught in good time?

I await your response.

Regards

David

Professor David J. Edwards

[protected]

On Monday, 11 September 2023 at 13:40:49 BST, Hotels.com Travel Team wrote:

Hello David,

We wanted to follow up after our last conversation, where you asked us to change your booking and reach out to your property to see if change was possible.

Unfortunately, after multiple tries, we weren't able to obtain an approval from the property manager to waive the changes. This means the current rules and restrictions for your booking apply and a change can't be granted.

We're really sorry about this; we always try to contact suppliers and advocate for our travelers in these situations. Properties often have strict policies around bookings, and there's nothing more we can do in this case.

Again, we're sorry that a change wasn't possible. If you have any other questions, please feel free to reach out to us.

Regards,

Lory E.

ilolestrada

Hotels.com Travel Team

----- Forwarded message -----

From: Hotels.com Travel Team

To: "[protected]@aol.com"

Sent: Saturday, 9 September 2023 at 10:58:35 BST

Subject: Itinerary Number: [protected]

Hi Nicholas Chileshe

This is in regards to the booking under the name of Nicholas Chileshe

from 26 SEP 2023 - 27 SEP 2023

Itinerary Number: [protected]

Hotel Confirmation ID: 1188XIP552

Booking ID: [protected]

1 Superior Room, 1 Queen Bed with Sofa bed

Please do not worry I have already escalated your concern on a priority basis and will get back to you with an update via email within 72 hours. Kindly wait for 72 hours.

If you need any assistance you can simply reply to this email and we will personally assist you.

Regards

Pravin K

Customer Support Team

Expedia.

Checked in Sept 2nd, 2023 -There was noise from the hotel parking lot, kids playing ball so we notified the front desk at 11:30 pm. The desk said they would take care of it. At 12:30 am we called the front desk to complain that the noise was still going on but no one picked up the phone. The noise continued until 1:30 am! We finally got to sleep at 2:00 am.

We complained to the manager in the morning saying we were not going to pay for the stay but that didn't do any good, he said the night manager didn't mention it to him so refused to give us a refund.

Hotels.com contacted the Ramada manager who now said the police were called and the noise issue was resolved in 30 minutes, which was not true. So Hotels.com could not do anything for us.

We have now contacted the Ramada Corporation and opened a case to obtain the refund. We also created a Discover Card dispute.

Do Not Stay at the Ramada Newburg NY Hotel and Do Not make your reservations through Hotels.com

I paid Hotels.com for a two night stay at a hotel in Leeds.

I also paid a further nights stay for a hotel near York. Unfortunately when I contacted the hotel in Leeds to enquire about parking I was informed by someone on the telephone that the hotel that I had booked to spend two nights in had been closed for over 3 years

I immediately contacted Hotels.com who arranged a booking at another hotel in Leeds, the hotel was slightly more expensive but Hotels.com honoured the booking. I had to pay them the full payment over a he telephone for the two night stay.

Unfortunately the first hotel booked n Leeds was not closed and I had been misinformed by the hotel receptionist.

To my surprise I was also charged for staying at the original hotel two nights

I have contacted Hotels.com and they informed me that I needed to contact the original hotel myself for a refund, which I did but I only received one nights refund not two.

They informed me that I needed to go back to Hotels.com for the second nights refund but I have had no joy in getting my money back.

This is the last reply from the Ibis hotel

Good evening,

Thank you for your email.

Unfortunately, as this was made through a third party we are unable to help as hotels.com / Expedia only provides a virtual card therefore you will have to contact them directly to open a case so they can help you further.

We are sorry for the inconvenience.

Thank you.

I booked 3 rooms for guys to play golf at the Belfry, 2 single and 1 shared cost £226.On arrival the Hotel was closed and being converted into apartments. We had no alternative but to book into alternative accommodation costing £480. This was for a 2 night stay. I have tried to resolve this situation and eventually decided to take you and the owner to the small claims court only to be advised that you were both registered abroad so could not take this action.

I been trying to get a hold of an agent for the past 30 min and i cant get passed the automated virtual help that is a no help at all. I need to cancel my stay at Red lion because i needed that reservation for the day i booked the hotel not September 6th. When i showed up there i was told it was for a different date and i had to pay more. I need to cancel my stay there in 2 days and i can not get a hold of anyone to help me with the process of cancelling and getting my refund. Please give me a call. [protected]. Thank you

room night redemptions (2) total $775.53.39 cost of room booked $$758.40 and we were charged $105.66 extra and then against the booking my redeemed nights had been reduced one said 329.74 and the other said 323.00 when the nights redeemed were $451.96 and $323.43. Nothing has ever been mentioned about taxes and fees and this is all I kept getting told on the customer serve line. It has gone past the money issue to just a totally annoying issue - no one has even been able to explain the numbers to me - it just doesn't add up. I have spent way to long on this but I'm now totally annoyed and feel the site misrepresents itself.

cancel reservation itinerary [protected]‏

מ ל

8:29 ‎(לפני 18 דקות)‎

userexperience

hi

please cancel this reservation to Moxy hotel tromso norway. the reservation is for 4 rooms 6 people cancel it all

i am very disappointed and frustrated that it was impossible to do it properly at your website

--

laor moshe

this is my request as i sent to your mail. it was impssible to dop it on your site