Hotels.com
reviews and complaints

I recently had a awful experience using your website and wanted to express my displeasure with your customer service representative. My family and I recently took a trip to Santa Monica, CA for the weekend and we booked a hotel that you offered on yoursite and paid for it though the website. We were busy running around and didn't decide to go to the hotel until 11 at night. To our surprise when we pulled up with our 4 children to the hotel, that we booked through you was completely closed down and out of business due to a fire. We had to then scramble and try to find another hotel which was really difficult seeing that everything was booked out and the places that weren't were to expensive. We finally got to speak to a customer service and all he said he could do was refund us our money. I can truly say I expected him not to only refund us our money but also compensate us for the inconvenience that was caused. We ended up at a motel in a bad area in Baldwin hills because it was to late to get a hotel room on your site or any other site because of the time of night. I am not happy and I use your service alll the time but now if you don't fix this and make us feel like a valued customer than I will make sure never to use your site again and let everyone in my social media accounts know never to use hotels.com to book reservations because they aren't reliable.

I booked and PAID for in full 8 months in advance an apartment with the Sweet Inn Les Halles in Paris this July 2018 for my family of 5 (3 children, 8, 6, and 3). While traveling by car from the south of France to Paris, we got a phone call from Hotels. com that our apartment was unavailable. It took over 8 hours to resolve as their system was done, conversations with 6 different individuals, all of our phone minutes and multiple overage charges (in excess of $50) because we had to make soo many phone calls. They were unable to rebook us anywhere near the place we had originally booked. When we were finally rebooked in a microscopic one bedroom we had to pay for all the additional city taxes at the now, much higher rate. We were also unable to cook any of our meals, as we had originally planned in booking an apartment, and spent hundreds of extra dollars in eating out.. with 3 kids. it was a nightmare. I have used hotels.com, and was, until now a loyal customer. NEVER AGAIN. Even more aggrivating, is that we called and spoke with the hotel and confirmed our reservation and parking THE DAY BEFORE. I should expect for all of our expenses to be refunded, cost of our phone and meals reimbursed. Of course, this was never offered.

I booked 3 nights at a hotel using Hotels.com. They charged my credit card immediately. When I arrived at the hotel they only had me down for 2 nights. They offered to book a 3rd night and suggested I contact Hotels.com. I booked the third night directly with the hotel. The next day I contacted Hotels.com and they wasted an hour of my time correcting their mistake. At the end of the conversation I noticed the direct rate with the hotel was significantly lower than the Hotels.com rate. I asked them to honor their price match guarantee and they refused. After staying at the hotel for 2 nights I got my invoice telling me it was checkout day. I went to the desk and they explained that Hotels.com had cancelled the third night I booked directly with the hotel, and so I had to checkout after 2 days and check back in for the third day. I did that. I then used the receipt from the direct hotel booking to open a "Price Match Guarantee" claim on the Hotels.com website. They refused. I went back and for through 10 emails, asking to have my case escalated. I've lost patience, and now I'm going to file a complaint with my state attorney general.

I made a reservation through Hotels.com for the County Inn and Suites by Radisson, Rocky Mount, NC. When I arrived with my family at the hotel we were rudely turned away, the two women at the front desk claimed that they have been sold out for months with two weddings. The worst was that a week later I discovered that the Hotel still charged my credit card! I had to call to have the charges reversed. Terrible customer service!

My being " cancelled booking reference" : [protected].

I have to file a complaint regarding my above booking! I arrived the hotel at midnight and found that nothing has been reserved for us! The hotel said they DIDN'T have any business relationship directly with HOTEL.com! This is absolutely ridiculous and I even received a mail from you asking about my checkin feedback today! And I am absolutely fortunate that the hotel still has vacancy BUT I have to pay RMB 600 per night for two night and that is HK$ 1500 instead of the original HK$ 1, 100. But I was being treated like a dump, your staff only told me that you will cancel my booking and give me back a HK$100 coupon for future use. I really have doubt I will ever use hotel.com again!

Hello,

Recently we experienced a very poor and disappointing service from hotels.com in multiple circumstances for the same booking. The hotel that we booked on your website had no notification/warnings of the danger that this was in the fire zone or of the wide spread devastation. The umbrella onsite were charred. To either side of the hotel the homes were burnt to the ground. We drove in a taxi from Athens city which cost us $90.25 Euros through the most terrifying and horrific sights of the regions wiped out to the hotel. There were scenes of devastation, homes, apartments and shops completely destroyed and wiped out by the fire.

As we were in disbelief and frightened we were not comfortable staying at this hotel especially considering that we became aware that three patrons of the hotel were killed by the fire, and staff member badly burnt by the fire. As there were then no hotels available to change locations due to high demand we ended up paying nearly double what was originally paid.

Upon our conversation with hotels.com to rectify this and book us a new hotel, the Ramada Attica Rivera was cancelled. A new booking was made for the Dolce Attica River. Upon arriving, another 15 minutes by taxi when we arrived at the recommended new hotel called Dolce Attica Rivera there was no booking made. Your service team had booked us again into the Ramada Attica not the Dolce Attica only at a much higher rate.
We again called your service line which included numerous disconnections all of which took 7 hours and when we were suppose to have a relaxing afternoon we ended up seeing horrifying scenes, spending hours on the phone which your service team only to not have a booking at the new location and waste more time explaining to you team over and over what had happened, we did not eat dinner until 9 pm following our eventual checkin, leaving Athens at midday.

We would like to be reimbursed for the additional taxi fares we incurred by having to travel to your hotel which cost in total $90.25 euros
Plus in addition to making sure the previous hotel has been cancelled and refunded revision of us having to pay for the additional hotel which cost in total $341.70 (usd 272.)

Relevant Booking reference numbers
[protected] - should be cancelled and allocated to new booking
[protected] - the new booking.

Please review and advise as soon as possible

My name is Hu Zeng and I have been a Hotels.com member since 2003.

I made a prepaid reservation #[protected] （Elizabeth Rooms） for three nights (04/27, 04/28, 04/29)in Roma Italy. When I arrived at the hotel at 3 pm 04/27/18 the hotel door was closed and nobody answered the door. I called the owner and was told no room avaiable for us and asked us to wait. She (Elizabith)would send someone to pick us up and to find a place . We waited in the street in front of the hotel building for 3 hours and nobody showed up. During the waiting time I tried to call Elizabith several times and she did not pick up the phone. Eventrually Elizabeth relpied my phone and said there was no reservation for us. At about 6 pm I called hotels.com (phone [protected]). A man anwsered my call, promised to contact the owner and asked me to stay on line. I waited almost 35 minutes and nothing happened. (by the way I paid 19 euro dallor for the phone).By that time we were tired and hungey. At 7:30pm (04/27/18)we found a hotel room by ourselves at rate of 209 euro dollor. But we could only stay one night.Then I asked a friend in USA to contact hotels.com to deal with this issue because communication with usa in Italy was difficult.The following three hours my friend in USA tried to communicate with hotels.com people to resolve this issure and no result. At midnight we were exhauted. The next day (04/28/18) we trid every efforts to get a hotel room for the remaining two days. At 6 pm of 04/28 we got another reservatio from hotels.com with the booking number [protected]. This one For Ever(Fiumicino Italy) was far away from downtown Roma. Before we got taxi to go I called the For Ever(Fiumicino Italy) and the front desk people told us "don't come because they dont have room". We had trouble that night. We had noplace to stay. We (me and my wife) had to spend night in Roma train station, cold and long night there. On 04/29 We found a hotel room by ourself, again an expensive one 192 euro dollar per night.

This is not only an unpleasent story but a nightmare for us. We only have two and half days to tour Roma and we spent one and half day to try to find a place to stay thought we had a prepaied hotel reservation from hotesls.com. It ruined our vacation . After we returned to New York, both me and my wife suffered cold and cough for a week, that no doubt was related to the cold night we spent in Roma street.

Since then I have exchanged several emails with persons of Silver Service Team of hotels.com No one gave us an explaination why this happend and even told us it was difficult to refund us the the prepaid money. After about half month later I called my credit card company. My credit card company involed into this issur as disput charges.Eventually I got my prepaid mony refound.

I ask hotels.com to investigate this issue. I need hotels.com give us an applogies. I request compensation for the loss we suffered economically, mentaly and physically. I will reserve my legal right on this issue.

Sincerely

Hu Zen

I have a fully paid reservation for 2 persons tommorrow Thursday 9 August when Im supposed to check in at noon I have an important inquiry to make from Logaina Sharm resort I am unable to contact Logaina as it's telephone is out of service and it has no email judging by the pictures of the hotel and by the ad it seems like a decent hotel but during the past 3 days I have not been able to get through which seems somewhat fishy.My inquiry is Is it possible to change the names of th guests myself and my friend and have my son and his friend go instead at the same date and under the same conditions please note I have booked 2 fully paid rooms for check in tomorrow

717 La Homa Drive
Napa, CA 94558
August 7, 2018
To All It May Concern:
The purpose of this letter is to describe the circumstances of the evening of August 4, 2018 which led to my decision to decline the lodging I had reserved at the Economy Inn of Watsonville, CA, 95076.
By way of background, I am a retired Naval Officer, Defense Department contractor and a 90% Disabled American Veteran. I am also a veteran of two combat tours in the Vietnam War, and a Senior Citizen (age70). My wife is protected by the Americans With Disabilities Act (ADA) due to Low Vision; is in fact blind in one eye and suffering the effects of Stargardt's Disease in the other. My mother-in-law who was with my wife and me speaks no English and always needs my wife to interpret for her.
When we arrived at the Economy Inn Watsonville at approximately 9:30 P.M. the evening of the 4th, I first noted that the access street leading up to the Inn was almost completely dark, but the Inn was visible, so I proceeded onto the property. I was taken back by the scene in the Inn parking lot; my first impression was that some sort of event was in progress. People were standing, walking and running about from the walkway along the sidewalk access to the rooms to the western edge of the property. I chose to drive past the office, through the parking lot to assess what was going on. I estimate that there were about 30 people present, mostly gathered in groups of various sizes and I observed many drinking beer, talking loudly, and I noted the smell of (now completely legal) marijuana. A 25 - 30-foot motor home was parked in a room parking space, obstructing approximately half of the parking lot's width. As I made my way slowly to the north end of the parking lot driving my full-size white 4-door sedan, two young adult men glanced in our direction and turned and ran at full speed out of the parking lot into the darkness. I noted no security personnel present on the property and when I passed the Inn reception office, I saw no one present there. The accommodation room doors open directly onto the parking lot, the only exterior lights for the area (at least the only ones lighted) were low-brightness amber in color, and provided very limited visibility at any distance beyond the immediate door area.
With these impressions noted, I made my decision that it would be unsafe for my family and me to spend the night at the Inn. I informed the desk attendant on duty of my safety concerns and that I did not want to place my family at risk by staying there. She offered to call the police. Concerned for the probability of my being connected with police arriving at the property, I declined the offer of police intervention and asked the attendant to cancel my reservation without penalty. She indicated that was not possible because of the hour. I told her that I would file a formal complaint of the situation to appropriate agencies and she excused herself and went into an adjoining room for guidance. When she returned, she reiterated that the reservation would not be cancelled and that I would be charged for the 2 rooms I had reserved. As I made my way back to my car, 8 young men and women ran onto the property laughing and talking loudly, climbed into two parked cars and sped out of the parking lot.
I left the property, and drove to a relative's home in another city, where we spent the night sleeping in makeshift arrangements.
I notified Motels.com, through whom I made the reservations, and contested the $381.20 charges made to my debit card for these rooms. My position is that I was offered an accommodation that did not provide a safe environment for my family and me; physical and language limitations notwithstanding.
Yours truly,

William J. Harris, LCDR, USN (Ret.)

I made a reservation for a hotel in Florence, Italy for a trip we had planned in December. The cancellation policy clearly stated "Free cancellation until 12/23/18". I will be happy to send you a copy of the reservation confirmation.

My husband has just been diagnosed with Alzheimer's Disease and we will be unable to make the trip as planned. However, when I attempted to cancel the booking online, I was informed that this was a special discounted rate that is non-refundable. This is contradicted by the booking confirmation.

I contacted Hotels.com and spoke with Alyzza T, who responded in an email: This is in reference to your cancellation request under itinerary number [protected].

"We would like to inform you that after negotiating with the hotel, we already received an email from them stating that they are unable to cancel your reservation without penalty since it is non-refundable type of booking. We know the decision of the hotel isn't favorable on your end but we really did our best and exhausted all effort in negotiating with them and still they imposed their policy. As much as we want to process your request, we also need to abide by the hotel's decision."

I made the reservation through Hotels.com, not the Hotel Aurora. If the hotel isn't willing to honor the stated cancellation policy, then Hotels.com should step in and honor it.

I want satisfactory resolution of this immediately. I have enough stress in my life with my husband's illness without having to deal with a company that doesn't live up to its promises.

I can be reached at [protected] or at email: [protected]@embarqmail.com

Linda Hoffman

Confirmation #[protected]
Check in 7/27/18
check our 7/29/18

This was a horrible place to stay. No way was it worth $201.32. It was not worth $50.00 for 2 nights. I am very disappointed in Hotels.com for this booking. I thought your integrity way higher that this place. It was dirty, only had 2 towels and they both smelled musty, there was hair in the sink when we first got there, pubic hair on the wall in front of the toilet that wasn't even 2 feet away from the toilet. Something brown on the wall that looked to be feces. Floor was hardwood and very gritty you would think you were at the beach not downtown Branson. Brown Recluse Spiders.
Beds were very uncomfortable. Needless to say we did not rest staying in this establishment. It is very outdated, needs to be renovated and get rid of the rabbits. Stuffed rabbits in the room, statues of rabbits all around the outside. They even had a chicken coop with chickens in downtown Branson. Assigned parking and someone was in our parking space we couldn't even park until he found out who was in our spot.

I scheduled a room and all was good, got my email confirmation saying the room is booked and "guaranteed". I got to the hotel and they said they did not have my reservation and if I had a confirmation #. I did. I showed them and they said they canceled this because of their new reservation rules. I call Hotels.com and they called the hotel who told them they were booked. I was offered a refund or another room somewhere else. I needed a room so I said, please book another room. This is now 11pm. After 45minutes they said they found another room three miles away. I said great and they said they would book it and refund me 6 dollars as this room was cheaper. Okay, no worries, I can salvage this. I drive to the new hotel and go in and stand there for like 20minutes while the guy stares at the computer screen. He gets up and says, I'll be right back. Returns with another man who looks at the computer then says to me that I don't have a reservation for tonight, I have a reservation for tomorrow. What! I go back to my car and call Hotels.com again, go through the whole electronic assistance before I can reach a real person, who promptly after explaining, transfers me to someone else where I had to explain the whole story again! The person was rude and did not seem to care that I was being displaced and stuck without a place to sleep. He said the computer wouldn't let him get me a new room. I responded with, you will let me sleep in my car because your computer won't let you. He promptly got his manager and then got back on the phone and said, they will give you the room tonight and it's not a problem. I say thank you, hang up and go back inside the hotel. I ring the bell and the guy comes out and I asked him if Hotels.com called and worked it out. He says, No, and my reservation is for tomorrow. I leave again and call Hotels.com again. I again go through all the issues trying to get a real person, when I did and explained, I was transferred yet again. Now 2am and no room, frustrated, tired and angry. After much conversation, they said they have to cancel the reservation and they would look for another room. They came back 20 minutes later after the hold canceled and they had to call me back, they said they found a room 23 miles away and if I wanted it. I thought about it and said, I was too tired and exhauseted to drive 23 miles. They said their was nothing else they could do and would refund my money. I had to find a safe place to park and I slept in my car! I hate these people and how they treat people. They were focused on the amount of money I had scheduled my original hotel for and had to find a comparable place. My Hotels.com history can tell you that I usually book nice hotels and got this last minute and it was a good deal. I would have kicked in money to stay closer as I was sooo tired, but that was not an option. I will never use this service again and I hope others don't ever. On a gesture of good will, they sent me a voucher for $25.00. Well, take your $25.00 and shove it up your you know what! I hate you people for leaving me stranded and unsafe!

Dear Hotels.Com,

We would like to share a horrific experience of staying for two nights in the Copenhagen Admiral Hotel Room 266 on July 26-27.

We reported to the front desk of the Copenhagen Admiral hotel at 14:00 on Thursday, July 26 after a long flight from the United States. The front desk guest service agent informed us that the hotel upgraded us to a suite on the second floor with a harbor front view. We happily moved in only to realize that the room temperature was 37C, and we were forced to open the balcony door immediately to let some air and possibly to cool the room down. However, the noise from the adjacent Ofelia beach, docked yachts, street food vendors, the hotel's bar and restaurant was so loud that we were forced to increase our voices when speaking. The DJ in the bar in the Ofelia beach was constantly increasing the sound of music with the loud comments to entertain the audience. Because of our 16- hour journey to Copenhagen, we were extremely tired and certainly wanted to take a couple of hours of sleep. Unfortunately, it was absolutely not possible to sleep in the room with the closed door due to 37C heat. Therefore, we decided to take a walk through the city hoping that the noise would cease when we would be back in the evening of July 26. We returned to the hotel around 08:00 PM, but the noise became even louder. The people were jumping in the water right under our room's window, they were screaming, laughing, and talking very loudly. The dancing and the discotheque were in full blast. This noise continued until 04:00AM on July 27th. We did not get a chance to sleep at all that night due to these extreme noise conditions.
We spent all day in the town on Friday, July 27th and returned to the hotel at 09:00 PM. There were hundreds of people in front of the hotel eating street food, dancing on discotheque, and, to make things even worse, there were two parties on the ground floor of the hotel and on the docking boat right below our hotel window. The music at the party and the noise were so loud that we complained to the hotel front desk at 11:00 PM. Hotel Guest Service Agent replied that "it was not supposed to be like that" and promised to calm this party down. Unfortunately, the party in the hotel continued until 01:00 AM on July 28th, and for the second night in a row, we were not able to sleep in a hot room with a constant non-stopping noise.
The above-mentioned description represents a very serious health hazard, and we consider ourselves lucky that we did not experience any serious health complications due to an extreme heat and two sleepless nights. In view of the above, we kindly request you to reimburse us the charges for two nights, July 26 and July 27 in the amount of $ 512.05.

Please do not hesitate to let us know if you need any additional details on our stay in Copenhagen Admirals Hotel on July 26th and 27th

Thank you in advance for your support. Igor Drozd.

I booked some hotels but cancelled them. I called and was told I could not get my money back for 3-5 days even tho I explained that I was visiting a different state and did not have any money because of them holding it and needed them to provide me my money back for me to get another hotel. I was denied due to policy now I'm wondering how you feel about leaving family homeless and hungry on a vacation gone wrong. I need someone to call me on this. [protected], [protected], & [protected]

I called Hotels.com to change the number of travellers in my reservation ..kayla helped me and said that was easy and said she fixed it and will refund me 200 $ because there was a price drop ..I asked her to confirm that it was the same suite with ocean front view premium level and she confirmed it's the same suite..I recieve a confirmation email that shows my reservation was changed it a superior room with no view no internet ...when I called they showed the least responsible respond from agent Heather to manager Kevin who said will call the hotel and call me back but never did.. this room they switched me to at the time I booked was 100 $or more less then my suite ..but I always chose to pay more for the view . Until now nothing was done ..I m a regular customer with hotels .com ..I spenf from [protected]$ per year and this service is totally unacceptable . And if i dont get an appropriate fix apology for what happen I 'Ll just delete the app and never use hotel.com again .worst customer service ever This is the confirmation #I have (after they messed up ) [protected]-1 Ny name is Neveen Ibrahim .email [protected]@yahoo.com
Phone [protected]

Brazil has experienced 2 weeks of truckers strike, therefore there was no Gasoline to travel to the Hotel and back home. Two days before I called Hotels.com and got all 3 rooms cancelled. On the next day, not comfortable with the statements received on the cancellation forms, I called them again and was informed that the cancellation was without fines.

Cancelling protocols numbers for 3 rooms issued on May 29, 2018 > [protected], [protected] and [protected]

Confirmation of fine exemption protocol issued on May 30, 2018 > S165036886

In July I noticed that the Hotel (Pousada Villa Alferes) had charged the credit card for the entire bill. After several emails and phone calls to both Pousada Villa Alferes and Hotels.com, the Pousada Villa Alferes reimbursed only 80% of the amount and Hotels.com offered a voucher for the ballance, which I did not accept firstly because it is full of restrictions and tricky conditions, secondly because I will not be able to travel on the short and medium term, and mainly because I do demand to get my money back once they have held it unproperly.

I complained again, set a date limit of July 26, 2018 to receive my money back, but apparently both Pousada Villa Alferes and Hotels.com Brazil are aligned to resist on reimbusing the total money taken from my credit card incorrectly, to say it politely.

I Issued a complaint for both companies on the Brazilian complaint site Reclame Aqui (Complain here), but found important to let the headquarters know how its subsidiary in Brazil treats its customers.

Celso de Souza e Silva
Customer Number [protected]

I wrote to Hotel.com to request for thier assistance on rectifying my duplicated hotel booking at two different hotels on the same day of 1 Aug via their website. Being a loyal customer of their website, I have made all my upcoming Eastern Europe trip hotel booking through their site. On last week July 15, I made my 1night hotel booking (In- 1 Aug, Out- 2 Aug) at Mercure Salzburg Central in Salzburg (my Hotel.com confirmation no. : [protected]). Originally, I should make my another 1 night booking at Der Wilhelmshof hotel in Vienna for the day after (In- 2 Aug, Out- 3 Aug). However, after I made 8 hotel nights bookings at the same day with your Hotels.com, I was wrongly inputed the same check-in of 1 Aug (instead of the the correct check-in date of 2 Aug) for my hotel booking reservation with Der Wilhelmshof hotel, Vienna (my Hotel.com confirmation no. : [protected]) as below. Unfortunately, Hotel.com's online booking system couldn't alert me for any duplicated hotel booking for the same check-in day. I found out my duplicated booking by myself on July 17. Observiously, I won't be able to check-in for the two hotel for the same day on 1 Aug. I called both Hotel.com customer service hotline and the Der Wilhelmshof hotel for assistance. When I contact Hotel.com, they directed me to contact the hotel for changing the booking, but when I contacted the hotel, the hotel told me I should contact Hotel.com to rectify the booking. I just feel so frustrated and helpless on this case. I really hope that Hotel.com could treasure the value of their loyal customer and offer assistance on my case.

Grateful if Hotel.com could provide their professional service on assisting me to change the booking date from Aug 1 to: check in on Aug 2 and check out on Aug 3 (Premium Triple Room) at Der Wilhelmshof hotel, Vienna (no. [protected]). Should there be any reasonable surcharge involved, I don't mind to bear on it.

I have been a faithful customer with Hotels.com for years and as a result, I have convinced many to book thru this website. Unfortunately, I just encountered a very annoying situation. I booked the wrong dates for a complex trip to Norway. Within a few hours of noticing the error, I called the hotels.com office in Italy where I live, at opening time the next morning (within 24 hours after making the reservation). It is a no refund reservation. Actually, I didn't even have a choice if I wanted to pay more for a refundable one. I booked what was available. Anyway, I explained that I made an error in making the reservation…. I think these kind of things can happen especially when people are tired. The employee then said that the hotel would allow me to choose another date but I stated that I couldn't decide the dates at this time. I have to rebook an entire trip and that takes days to do.
There is no flexibility what so ever for these kinds of mistakes. Why not tell me that you will give me a credit to use within 6 months if you can't refund someone who contacts you right after making the online reservation.
As a result, both me and my husband will discontinue booking thru Hotels.com. We are frequent flyers and spend at least one quarter of the year in hotels and many are booked thru this website. This will no longer be the case. I may consider returning if they change some of their policies. It's a shame they aren't a bit more 'human'.

email sent July 12, 2018, no response:
confirmation # [protected]

Hi Hotels.com: I sent in a very negative review after this stay and requested a refund ... because the stay was so bad --- on checkout, the elevator remained broken down from the night before and I had to walk 7 flights of stairs again, this last time with my luggage ... and ended with a sore arm and shoulder ... there was no phone anywhere in or near my room to get any help. And first room assigned was used ... and not cleaned ... and they didn't even know.

I'm still very angry about this ... Do something or I'll never use your platform again.

I insist on a refund but have not heard from you. Destiny's hotel staff is very nice and apologetic but the setup is atrocious ... definitely not worth Euro80 a night and I had to rent a towel for Euro3! Destiny hotel needs to compensate me.

You are so quick to ask for feedback and posting positive ones but on this stay (and I have booked so much through you), you have not yet replied.

Can you pls get to it. Thanks.

Best Wishes from Li Li CHUNG

I earned my $180 free night a few years ago, and earned another $114 free night in 2017. They will expire on March 2018. My understanding of the policy for Hotels.com is that you will keep your account good as long as you have activities within a year. Based on my understanding and assuredness that my understanding is correct, I called Hotels.com in January, whose representative assured me that my free nights will not expire as long as I have activity prior to March 2018. I made redemption in February 2018, which should extend the expiration until February 2019. Regardless of my cancelation in May, my 2 free nights should not expire until February 2019. Here is the problem.

When I tried to book a hotel in July, I found that I only had the $114 free night. So I
1. On July 13, called Hotels.com. After talking to the representative for 30 minutes, and asked to speak to the supervisor, I got disconnected after being told to hold for 10 minutes.
2. Emailed Hotels.com the same day. On July 14, the first representative responded:
"we noticed that you were able to redeem your free night on February 25, 2018 which is prior to given timeframe. Hence, 10 nights earned did not expire at all and new expiration date should now be February 25, 2019. To rectify this, we have forwarded this case to our specialist team for further investigations. We will give you an update within 7 days.
Rest assured that nights did not expire as you were able to make an activity."

3. I thought that he was right, and waited 9 days, but nothing came up. On July 23, I send another email and asked for an update. The second representative responded:
"We reviewed your Rewards account and we found out that our Rewards team added the 2 earn nights on your account that you've collect Residence Inn by Marriott Worcester and you have 1 Free night available which is the value of 114.15 USD."
I don't want you to add the 2 earn nights. I want my 2 Free nights!

4. So on July 24, I told them that I want my free nights back to my account. The third representative responded:
"On February 24 and 25, 2018 you had 2 free nights available and redeemed it on itinerary numbers [protected] and [protected]. In free night redemptions, the nights will not expire as long as the redemption booking is created before the expiration date, and the stay does not have to be completed. When you redeemed the free nights and then cancelled later, the free nights returned to your account after an hour."

5. Exactly, my free nights should be return to my account. But why only 1 night. So you guess it. I told them that getting my free NIGHTS was the issue. The fourth representative responded:

"We would like to clarify for you that you only had 1 Free Night available, which you had used on your reservation under itinerary number [protected]. When you cancelled this booking, your Free night worth 114.15 USD was returned to your account. You then redeemed it again for your itinerary number [protected], and since you opted to cancel this as well, we have returned your Free Night back to your account again."

Now suddenly I only had 1 free night. At this point, I don't know whether Hotels.com trains their representative competently or not. Apparently, every representative has a different understanding of my account. It's a simple issue, and with 1 phone conversation and 4 emails back and forth, I still had the problem. I am disappointed and angry with the customer service.