Hotels.com

Disgusted with Hotels.com. I was trying to book a hotel in Miami online and their systems were down so I called and spoke to a lady who quoted me an even better price. I gave her all my information to book, including my credit card, however she discovered that their systems were down too. She did promise me 100% that the price was guaranteed no matter what so I booked my flight while on hold. I was on hold for half an hour and I finally asked her if she could maybe call me back when it was up and running, she said no problem and AGAIN promised me that the rate would still apply. She called me back, at almost midnight, we confirmed all the details and she said "I'm processing your order now". After another 15 minute hold she came back and I asked her why it was taking so long, it is very late, and she started to apologize and then disconnected! I am not sure whether she hung up on purpose but she also did not call me back. When I called to speak to a manager the next morning, there was no record of my booking and the price of the hotel room had gone up more than double! He refused to honour the price she GUARANTEED me and said he would only give me $100 off. I now have a flight I booked based on this hotel price and no hotel! I told him I would never book with hotels.com again and would make sure I tell everyone not to and his response was "you do what you need to do." DISGUSTING.

I booked a reservation 10/8/2018 for a room in LA. Booking screen clearly stated i could cancel 10/10/2018. I canceled 10/9/2018. Now hotels.com says i have a $250 penalty the room price is $222. penalty includes tax? No consideration from the rude manager of customer service Victoria F. I was told that Hilton has a 48-hour cancellation policy. However I did a mock booking with her showing that there are multiple cancellation options depending on the price you pay for the room and there are 24 hour cancellation options which is what I booked under. No consideration for the accuracy of my statement they still continued to hold that they would charge me the entire cancellation policy. Where is the ability to fight the fairness of this?

On 29th September I have done a booking for : Bran Monte Crai, Bran -Romania (Confirmation number: [protected]) for 2 nights and everything was fine. Today, I just saw that I received an e-mail (I was on holiday for a week and I didn't have access that much to the internet) from the property telling me that the room I have chosen one week ago is not free actually. They were saying that it was a system problem. But this is not my problem, because of this situation I have lost other opportunities and if "I knew from the night I did this reservation I could have looked for other places. Besides this situation, I found the mail in Spam. Imagine that I could not see it and go to the destination on 31 December where they could inform me that with my reservation was an error. This is not admissible.

Another thing is that on your website it still appear my booking. And there appear 3 nights instead of 2 nights that I have booked. How is this possible? I can not believe such a thing.
I will never ever in my life use hotels.com and I will tell to all my friends not to use hotels.com because all the services are bad. Maybe when you remain without clients will make an effort to do your job well.

It is a shame that you do not know how to do your job well.

Booking number [protected]. made 02/10/2018 for 1 night 10/10. Chose on the basis of the attached photograph showing free cancellation. Found this was not the case on receiving confirmation and i was liable for cancellation fees from the moment of booking. Your customer services were less than helpful. Not happy the statement in the picture which is specific to the room I was trying to book is a lie. Hotel not happy when i showed them the picture either. Considering sending this to trading standards

On 9/28, I booked a room for the Oceanside Hotel and Suites in Miami Beach for my wife who was going to stay 1 night on 9/29. When she checked in, first the front desk man asked her multiple times if she was there by herself and kept smiling at her in a provocative way. Then when he handed her the key he purposely touched her fingers and hand with his. When she went to the room it smelled and caused her to get a migraine.
So she went back to the front desk and the clerk told her he'll get her a 'special' room, or something like that. My wife was genuinely scared and called me right away. The clerk hadn't returned and I told her simply to leave and I'll take care of it. I spoke with the reservation person at Hotels.com and then her supervisor. Both called the hotel and both were told NO REFUND since my wife walked out. What did they expect, for her to remain in front of a person that frightened her and then would have a master key to her room?
I understand you don't know my wife, but she is a strong woman and definitely not easily scared. This is one of the only times in our 20 years that I can actually remember her being scared for herself.
Then to make matters worse, while I have her on the phone, I again went to hotels.com to get a different room. This one advertised for $120, so I went ahead and booked it. Now granted, I didn't pay much attention since I had a distraught wife on the phone but when I looked again, they charged me $245. WOW. I didn't bother to call and complain about that bait and switch and the hotel was extremely nice (So my wife told me), but to just wash their hands of the first incident is unacceptable.
Anyway, Hotels.com will not receive any further business from me, and you better believe I'll be telling this story to all of my associates who are frequent business travelers.

I made a booking through your website at Tshedza Guesthouse. On arrival I did remark to the gentleman taking me to our room that it looks nothing like the photos on the internet. We checked in and went to our room. It was filthy and in a very bad state (unfortunately I was so upset, I didn't think to take photos). I went back and asked for a refund. He said they didn't do refunds but will take me to their other branch. I accepted and when we got there it was in just as bad state as the other one. Again I asked for a refund, which he refused. We couldn't sleep in those circumstances so I searched for alternative accommodation (which luckily I found) and had to pay again! It is a shame that businesses can get away with this. I am requesting a refund from Tshedza Guesthouse. Also should they be banned from your website for false advertising.

I was in search for cheap airline tickets called this number [protected] and they booked me a flight using the cards. And now I have know gift cards and no flight. Card numbers [protected] and card number [protected] I have used cards before and thought the reason for the numbers where to track cards. I was told by your customer service there is know way to track cards. What i'm not understanding is how a third party can have access to a valid airline and use your cards to scam hard working people. I'm not sure what I have to do but something can and will be done.

Dear hotels.com,
I am writing to complain about the reservation Nr. [protected].
According to our reservation confirmation the total amount was 204, 99 EUR, but at the reception we were charged for 235 EUR, the asked plus 30 EUR for the cleaning.
Above this, in our reservation confirmation the tourist tax was 0, 81EUR per night for adults and for children under 16 years 0, 41 EUR, this total had to be for us for 3 night 10, 95 EUR, but as you could see in the attachment they charged us for different taxes and other fees ( 40 HRK), the difference from this is 7, 76 EUR.
So all together we were charged addictional 30 EUR + 7, 76 EUR, I am demanding to transfer this money back to my bank account.

At the reception we tried to solve this problem, it took 1 hour from our holiday and it was a very unpleasant situation during our holiday.
Before I booked our accommodation I compare the price with booking.com site. At booking.com they show the price more detailed ( accommodation, cleaning fee, tax), these all together was the same price as at hotels.com ( the total amount was the same 204, 99 EUR). So I choose your site because I was always satisfied with your services until now, but at this time because of my loyalty I had paid 37, 76 EUR more.
I look forward to your reply and a resolution to my problem quickly.

Sincerely
Pál Józsa

Hello: I am Raphael Wilson-Ricks. I am currently staying in the above hotel. I made a reservations for 28 days. I have attempted to speak with someone at Hotel.com regarding this many issues here. I am in Mexico for work purposes. I am a business owner. In addition, I've booked several shows to display my product. I was told that i could check in early in the am my first day. I did not get in my room until 2pm and because of that I missed a show that I paid $300.00 to participate in. The room has only beed cleaned once to this day. I had another show this morning and was given a certain parking space. Last night the hotel allowed someone to park in my space blocking me again. This morning when I left my room to load my truck for another show they allowed someone to park at my door and I could barely exit. I was not able to load my truck and make this show. The room is full of roaches, the wi fi does not work. I asked to change rooms and was promised another r om because I must take orders over the internet and I am trying to recoup some of the money that i've lost. There is no General Manager here. I am always referred to speak with the person in the reception area. Two of them speak no english so this does nothing when a situation arises and that needs immediate attention. I've already completed two surveys and have left messages for a manager to call me regarding my concerns.
So now I am putting this in writing. I am asking someone from your legal department to contact me. I thought that your company check out the hotels before you become affiliated with them? I would like information regarding filing a claim against Hotel.com for all that I've encountered. I've been told that they will not refund my money to me and I asked to be moved (through hotel.com). Again, no one has followed up with me regarding either request. Today I called Hotel.com again to speak with a Supervisor and asked her to call me back because of the internet constantly going down I would not be able to speak with her long. She took my number and It's been over 1 1/2hrs. I don't know which is worse this hotel or hotel.com. I can be contacted at [protected]
Raphael Wilson-Ricks

I arrived at 330 on September 11, five people were behind the counter, I had to wait for assistance and there were no rooms ready. I got a room eventually, dropped my things and went to work. I returned late, there was a barking dog on my floor, got ready for bed, pulled back the sheets to sleep at 11 and the bed was full of hair and filth, dirty, not changed. I called the front desk to be moved, they could not send up a key, so I had to repack and go to the lobby. I got another room, entered, immediately showered off the filth from the first bed, and looked down to find a dirty bandage in the tub. Then, as pulling a towel from the sink side cubbie, found an opened condom wrapper inside. Also, the desk attendant wrote my room number on my room key jacket at the desk with others present. I expect full reimburement for these gross health and safety violations

I have booked Residence Inn by Marriott Tysons Corner
8616 Westwood Center Dr Vienna, VA 22182 United States for my guest Ms.Agapi Svolou who came from France.

The movement when she get down from tax, she started spelling bad, she just proceed in to hotel reception and she could not able to stand 2 mints because of bad spell. She came out of the hotel property and called about the situation. Immediately I have booked another hotel (Confirmation number: [protected], The Westin Tysons Corner) and she checked in that hotel and she is happy now. After booking The Westin Tysons Corner, I called to hotels.com customer service explained the situation they are able to refund 50% of my booking amount and rest of the amount they have not refund and they are telling its property policy etc. If the property is bad then they have to refund entire amount, I request you to kindly understand the situation and help me the rest of amount refund.

If you have any need any information, please call me [protected]

Thank you

[protected]
See attached email confirmation of above booking with private bathroom. The room I was allocated was a shared bathroom hostel accomodation. I left the accomodation after 5 mins and returned my key advising reception why i was not staying but as ai did not book direct with the hotel I have to deal with hotels.com for refund. I have made several requests to hotels.com for refund and still nothing.

I have been staying at the Travelers Inn in Longview Wa since Aug 31, 2018 when I booked my room on your site and since then I have been paying everyday since
now the owner comes to my room and basically forces my room door open and tells me that I basically can't have my stuff on the bed and then tells me that I can't have visitors and because my bed is made and I have stuff on my bed that I am not sleeping in it and he has done this for 2 days now and all he does is complain that I have stuff on the bed and he tells me what I need to have done and complains about everything and I am not doing anything but keeping to myself.. But his pushing the door open on me just so he can see who or what I have in my room... And like I said I have been here since Aug 31, 2018

I wish to file a complaint about the treatment we received.
First, The hotel is guilty of "false advertising". The Name is Ocean Drive Beach & "Golf Resort" (there is no golf course attached to the hotel. We came with the intent to play a little golf, but to no avail. There is no Ocean Beach Hotel Golf Course.
Second, We requested a room with (3) beds. We received a room with (2) beds. Our daughter had to sleep on the floor after agreeing to drive up to meet us for a weekend family outing.
Third, we drove (7) hours to be greeted by a rude, unusually hostile desk team. They insisted on making a problem for me. The request for (3) beds was written on the face of the reservation. However, the desk refused to honor it, insisting that I contact Hotels.com.
Fourth, I called to follow-up on the reservation with Hotels.com and the front desk acknowledged receipt of my request before leaving home. However, this rude woman, upon seeing me insisted on acting out some issue that I can only ascribe to "racism".
I respectfully request Hotels.com refund the $457.00 paid in advance for this hotel.

Stay at: Hotel Roma
Piazza Santa Chiara 15
Assisi-Italy
Dates; 7/9/18-7/11/18 (3 nights)
Number of guests: 3
I am writing to you to inform you that during my stay, there was no Wi-Fi in the entire hotel, and the television in my room was not working.
The very first day of our stay here, I spoke to people at the front desk, and they told me that they knew about the WIFI, and that they were going to fix it. We also mentioned the issue with the T.V. in the room.
Throughout our stay, we continued expressing our concerns about both issues, but every time, the answer was the same: "we are going to fix it". The issues were never corrected.
Due to the lack of WIFI, I was not able to communicate with USA and conduct my business. Also, my family was not able to watch T.V. in the room.
This room was advertised with both; WIFI and television, but they did not provide either of these services. Therefore, I am requesting a refund.
Please get back to me at your earliest convenience.
I thank you in advance for your time and kindness.
Fernanda Feuret
Confirmation#[protected]

I'm going to complain even though I know Hotels.com doesn't care at all and this was proven today 9-4-18 when my husband spoke with a lady from Hotels.com ( Leaha) at 2pm and he asked her 3 times if she cared about what we were going through and she said NOTHING in response so each time he asked her if she even cared about the customers and she said NOTHING in response. And the only thing she did say was that Hotels.com cares about their relationships with the hotels. I will NEVER use your service ever again and I will only give BAD reviews and will never recommend your service! We recently took a trip 8-23-18 through 9-2-18 to Florida and booked back in May and had both hotel stays paid in full by June. We went on our trip thinking everything was set except for parking at both hotels which we knew we would have to pay for when we arrived at each stay. But what happened is Hotels com took our money and each hotel charged us again in full for our stay again that was already paid for back in June! I have to say the only excellent customer service we have gotten is from the staff at the Southernmost House Inn in Key West FL! This staff goes above and beyond for their guests and have been the only ones very concerned about us and what has happened and willing to help fix things. They are rectifying the issue promptly and courteously for us that happened with our double charge there. Next time we will just go directly go through the excellent Southernmost House staff for future stays! I want to own my own Bed and Breakfast someday and you have shown me a great example on how NOT to be! I don't like complaining but really who wants to pay twice for a hotel stay?! In costumer service you have to treat others how you would want to be treated or how you would want your loved ones treated! I can only hope that someone reading this actually cares about the job they do and the service thats provided to care and what to fix things!

Heather

I booked to stay at Kuta town house, indonesia, and received reservation confirmation and total price to pay at accommodation, by email. I arrived with my 3 children to be told we had no booking, after an hour or so we were given a room and told to come back to reception the next morn which we did, We were then moved to another room (which was really nice) I then tried to pay but lady would not take payment until I checked out. I payed my mini bar bill each morning and received receipts. When I did come to check out there was nobody on the desk, and the 2 security guards whom I had to check out with told me my reservation was $300 more (he had the price hand written o a piece of paper) than confirmed, plus the receipts for mini bar he claimed were not paid and that I still owed them even though I had receipts and they said paid on them!
then he proceeded to demand $333 for a restaurant bill (theses are paid up front) this all totalled over $700 which I did not have nor owe, I nearly missed my flight due to them refusing to let me leave until I paid this money, I was very distressed as were my children. After a phone call to the manager a lady who could not speak very good english, she agreed to original price but I also had to pay mini bar again! $77. It was a nightmare and very scary for myself and my children. Most of the staff were lovely and the hotel is very clean and well equipped but this was a scary experience.

Your sincerely

Christina warning

I submitted a comments form as requested, but it was rejected for no apparent reason. Here they are again:
This is not a 4-star hotel as claimed for lack of ambiance, unattractive rooms and indifferent management. It could be an adequate 3-star hotel. It has glitzy chrome and glass bathrooms which do not have some very basic things like soap dishes in the showers.
When we arrived we were not provided a room with walk-in shower as requested ( for medical reasons), but were given room with a "climb over high bath tub sides" shower. We were told that management does not review special requests until the night before arrival, and by that time walk-in shower rooms were booked. That problem was fixed the next day. Apparently the hotel has only a few rooms like that.
The staff was friendly and helpful, something that could not be said about management. We had to cut our 5-day stay short by one day. The hotel refused to give us credit for the extra prepaid day. The reason given was that "it is in the computer", as if this were some inviolate natural law. They also charged us an extra day for parking, even though it was not prepaid.
Charging for services not provided is neither fair nor honest.

Booking reference number:
[protected] & [protected]

I have been using Hotels.com for a number of years now & you can see this on your records.

On the 13th December 2017, I had made a reservation with Hotels.com, I had booked 2 rooms for my family at the Fairway & Bluewater Resort in Boracay, Philippenes & Hotel Jen, It was announced on the media that Boracay island will be closed for refurbishment & it was on the dates when we had booked our vacation.

I rang Hotels.com in early April to confirm if this will effect me, the member of staff reassured me that we have not been affected.

Then again I called back that it's confirmed that the island has been closed & after doing some research the member of staff said I was correct & it has been closed.

Then they tried to relocate me for something similar but unfortunately they couldn't find anything that suited my kids requirements.

Then cheekily the member of staff sent me a message to say "We have been informed by the Fairway & Bluewater Resort that the reservation has been cancelled" but it was me that informed Hotels.com.

They were going to look for an alternative resort for me, it was really hard work for them & then just refunded my money to my debit card without my consent, I called Hotels.com & I told them my account is now closed & can you make the refund into another account. They refused & saying it's company policy.

This company policy has put me into a financial stress, they refunded the money into my closed bank account on 8th April, even though I told them my bank account was closed in the middle the of February 2018

There has been furthermore refunds in May & June 2018 & Hotels.com, even me notifying them the bank account is closed they refunded into that closed account.

I have been calling regularly since April & I most have spoken to over 100 member of staff including supervisors or managers, I was promised many times that this will be resolved & I will get a call back, but no one was helpful at all, all it did was it cost me a lot money for my phone calls for all the hundred of hours I spoke to them, you may think I'm exaggerating there were days I had call a number of times because the phone call was disconnected because of the pressure that was on the member of staff & some days I was on the phone for 7 hours in total.
I've must have spoken to people in America, South America, Philippenes, India & so on.

However since I have been going to the bank and communicating with hotels.com for several months now but hotels.com are very uncooperative, Even the bank manager has had a telephone conversation with one of the staff at Hotel.com and she admitted that the money has not been refunded. But they want a written email confirmation about the returned the money, the bank manager explained that bank doesn't have facility of external emails which was explained to the lady at Hotel.com.

So I've been stuck in the middle of this nonsense for several months now, can you please return my refund to me immediately.

I was charged for a stay at the Newport Hotel Hotel & Resort, 3 times. 1 by Hotels.com, 1 by Priceline, and 1 ONCE by Expedia. I stayed at the Hotel. And was charged 3 times for the stay. After argueing with Hotel.com. As to why would I make a reservation on the same day I was staying at the Hotel. The refunded me $150.00 out of 290.00 approximate that was charged to me. I don't know how, or who, why, when, this reservation was made. But they have TERRIBLE CUSTOMER SERVICE. I JUST GOT RIPPED OFF. AND THIS CAUSED SEVERAL OVERDRAFTS IN MY CHECKING ACCOUNT. I WILL NEVER USE THIS HOTELS.COM SERVICE. AND ADVICE EVERYONE TO STAY AWAY FROM IT. AS WELL AS FROM THIS HOTEL NEWPORT BEACH HOTEL & RESORT IN SUNNY ISLES. WHERE I WAS DISCRIMINATED AGAINST BY THE GENERAL MANAGER. AND MY ROOM WAS SPIDER INFESTED. AND I HAVE ARACNOPHOBIA. THE CUSTOMER SERVICE AT THE HOTEL WAS DISGUSTING AS WELL AS THEIR ROOMS.