Hotels.com
reviews and complaints

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 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.

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 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

On August 12, I made reservation through hotels.com for an upcoming trip on Aug. 25-27. On Aug. 19, I contacted hotels.com about an upcoming booking at the hotel Sonesta ES Suites in Orlando in Lake Buena vista on August 25-27. The only thing I wanted to do was just switch hotel. They said that the booking was nonrefundable. Nonrefundable means that I could not receive any money back but I did not want money back I just wanted to switch hotels for the same date but customer service clerks would not fulfill my obligation. I made contact with the hotel about cancelling the reservation but the hotel itself said it was up to the third party which is hotels.com but hotels.com would not even talk to the hotel to get confirmation of the cancellation.

The clerk told me to call the hotel, in which I did then she came back and said she could not take a three way call. In which the hotel clerk did say it was still up to hotels.com to make the changes.

I booked a room with hotels.com in April 2019 for July 2020, have my booking reference email proof of payment, proof of transfer of date due to covid for 2 years and political unrest so finally went this year, only to end our stay with having to pay for the room again.

Contacting hotels.com they cannot find my booking reference even though I have given them proof for booking, payment and change of dates. No decent complaint procedures except customer service who obviously cannot see my booking on the system as presume it has been archived off. Sadly cannot claim via credit card as paid by paypal which doesnt have the same protection as credit card (won't due that again)

Would never use them again as currently £2000 out of pocket

CC: David Litman CEO

Re:

Itinerary #[protected]. (Travel Date 8/4/23)

Dear Mr. Litman:

I have been a Hotels.com customer for MANY years and use this app exclusively and we have never had any issues in the past. I traveled this last weekend with my sister. The hotel was TERRIBLE. Less than a ONE STAR. Two single women could not even get out of the vehicle to cancel our room. We have relied on Hotels.com for honest review and realistic photos, etc. This place

looked like a drug house. Our safety as your customers should be a priority. The OYO hotel is Muskegon Michigan should not be an option on Hotels.com.

We were too scared to go into the lobby to cancel the room. We had to pull off the highway at the next exit, for our safety, and we spent one hour trying to cancel by phone. Customer service is terrible.

We would like a refund of the $125 fee. This hotel was grossly misrepresented. I think that customer safety should be paramount. I would like to continue to use Hotels.com. and expect a reasonable solution.

I appreciate your investigation and expect to hear back with a satisfactory resolution.

Thank you,

Booked a hotel in 1months time for £125 and selected to use a rewards night, however this was not applied and ended up charging me the whole amount as opposed to £8 (difference between regards night and actual price).

Talk to several agents who give different advice, according to one I was not logged on when making the booking that's why reward was not applied, however this was nit true as inwas definitely logged in and was able to see and select my rewards.

I asked if I can cancel the booking and rebook as the booking had only just been made however he explained that it was a non refundable rate.

The second agent advised that I can cancel within 24hrs and recieve a full refund. I asked to do this then recieved an email saying that the hotel would not issue a refund if cancelled.

I use hotels.com to book approx.70+ nights per year and as such have been a gold member for several years. This fault lies with hotels.com who have been very unhelpful resolving this issue.

I booked my stay at HOLIDAY INN EXPRESS PALM DESERT on June 9th - June 10th and was told that I was able to cancel my booking within 24 hours and I attempted to do that but when I entered in my itinterary which they gave me to cancel they couldn't find any info from me. It was like there was a glitch in the system. I tried to log in to my account and when I enter my itinterary number they give me a message saying that "opps there was an error on our part". I'm furious at this third party app. No way to contact anyone via phone. I try to call the number [protected] and they use the number I'm calling from which is my cell and is the number I used to enter in my info. It then gives me a bunch of bookings that I've never heard of. THIS IS THE BIGGEST SCAM EVER.

We paid extra had to book 2 swim - up rooms through Hotels.com , at the Xperience Sea Breeze in Sharm El Sheikh July 8th-15th 2023. We arrived late as the plane was delayed (around 11.30 pm) and where checked in efficiently. Upon arrival in the rooms in noticed we hadn't been given swim-up rooms. This was supposed to be a surprize for my children but turned out it was me that was surprized! I rung reception but was told these were swim- up rooms. Swim-up rooms are where you open the door and there is the pool, not 25/30 ft away. also our whole block had use of "our" pool. On walking around the complex the next day we noticed that there were no swim-up rooms on the complex.

On arriving back in the uk I contacted Hotels.com who gave me £100 voucher to spend at 1 of their hotels. I don't believe that would cover the extra i paid for swim - up but i also told them that i think they are falsely advertising.

I contacted Hotels.com on 3 different occasions to be told that they where trying to contact the hotel. On the last occasion they said, "the hotel has advised they will only honor the original cancellation policy and declined your request for a refund" i emailed back that i didn't understand what they were saying.

I booked a two night stay end of August (August 27th and 28th checking out on August 29th) and at the time of booking, it was NO PAYMENT needed just card to HOLD. Well they charged the entire stay and depleted my account

NOT even a NIGHT stay the entire amount was charged and when I chatted with a rep, he said they have to do that NO it said NOT payment only due at the property at time of check in.

This is HORRIBLE and will never use hotels.com ever again.