Hotels.com

In May 2017, I booked a future stay from September 12-16, 2017 at the Boston Harbor View Luxury Suites, "managed" by Pelican Stay, at 1 Park Lane, Boston, MA 02210.

In May, I was charged $250 but not sent a receipt, none posted on Hotels.com, which said nothing would be charged until I checked out. I called Pelican Stay requesting a receipt twice, and was never sent on.

On August 17, 2017, I was charged $1, 317.16, again no receipt and no notice of this at Hotels.com. This is a business trip and they require receipts. Now, I checked into the apartment building and it's NOT A HOTEL! And, there's loud rock music all night!

AND, even though Hotels.com said for 5 months my bill would come to $1, 617.16, as of TODAY, it says my total bill will be over $1, 700 for only 4 days stay. Needless to say I would never book a hotel for a non-profit corporation for $400+ a night.

There is something incredibly shifty about Pelican Stay. If there is not some kind of refund or help from Hotels.com, then I will never in good conscience book with them again. Thank you for your time. Please ask Hotels.com to stop working with Pelican Stay. They are horrible.

Thank you, Anna Cody
[protected]@hotmail.com
Cell: [protected]

Dear Customer Services,

Reservation or booking reference: [protected],

I am writing to you to raise an issue about Hotels at Hotels.com on September 12th, 2017.

I called and waited onhold for a while, finally i got someone and explained that i needed to talk to the manager called Rebecca that i spoke to for over an hour the night before to resolve an issue we spoke about..she was supposed to send me an email but didnt.. I was told by the lady that only customer service can lookup who i last spoke to via my membership details... so i sat onhold again for a long time then someone from customer service answered and i explained to him the same situation and gave them the name Rebecca which is a manager there and he said that helps alot and he will put me on hold and asked the superviser and find her for me.. Then a lady called Anna that said she is a manager answered and told me what i would like? I explained that he said he would put me through to Rebbecca and why has he put me through to an Anna? She just keeped ignoring me and repeating herself to try and get rid of me and said she will hang up on me after all the waiting ive done and then just hung up without any help at all! wasted my time and also have a booking that i made yesterday wich i totally regret booking with them.. I dont want to use it and i want a refund for all the headache i also need to make another booking but iam stuck now cause i dont want to use them as they have no customer service whatsoever and iam scared on relying on them while im overseas.. I have been with them for so many years My membership number is [protected].

refund of my reservation or find the manager on my notes that i spoke to last to resolve my issue.

I look forward to a prompt response.

Please reply to my Resolver email account as I would like to keep all of my communications in my personalised complaints case file.

Yours faithfully

Salman Dayoub

Reference: +[protected]
Address: 5 boardman st, , Yagoona, , 2199

I had a booking with Meininger in Brussel (booking number [protected]) on the 20 August 2017. I arrived there around 6:00pm. I was surprised to find that we can almost not breathe inside of the room. Because there is no air condition so I asked the front desk if they can open the window for us, but people told me the manager took all the key away and no one is allowed to open the window at all! We felt we can not breathe in such environment so we want to cancel the booking, however our request to refund were denied because they said it is past 6pm. It is ridiculous since we arrived there only few minutes ago!

We really felt bad inside the room because we can not breath at all without leaving the door open, so we have to leave the hotel without refund.

Hi there,

I would like to bring my feeling of disappointment to your attention!

I have booked with hotel.com Akra V hotel, from 01/09 to 03/09, 2 nights with breakfast included for 204€ - reservation confirmation [protected]. I have extended my stay by one night and paid 101€ (Reservation: [protected]) but only to realise there was no breakfast included! I have checked with the reception and the price if booked directly with the hotel would be the same but with breakfast included.

I hope you can help me on fixing this, by either cancelling the reservation and refund the full amount of one night so I can book with the hotel direct. Or by adding breakfast to the reservation?

The message on your website mentions a 35% discount on the hotel price? But when I asked the hotel they offered me directly your discounted price! Can you kindly explain why do you post such wrong information?

Many thanks in advance for the quick response.

Karim

Email: karim.[protected]@gmail.com

I misplaced my cancellation # and called Hotels.com where I was advised that the hotel would have to release the reservation in order for Hotels.com to cancel. I spoke to John the owner of the Waldo Emerson Inn, Kennebunkport, Me. He was lovely and gracias and said he would release it. I called back and spoke with another reservationist who said to hold on while she called the hotel. She returned and said the hotel won't release the reservation. I called John who said that is a lie and not what I said and yes I will release it but they just want their 30% commission and dont help customers and dos hotel's reputation suffers from these situations and its not the first time. I am in PR in Los Angeles with a Fortune 500 company and about to release this information on all my personal and professional social media platforms. Please contact me and advise how you can remedy this in the next 24hrs as the hotel owner knows he can use the room and help me and hopes we come visit another time. Thats called "smart customer relationship building " Thank you, Wayne

I made a reservation on the Hotels.com website for Saturday 26th August 2017 for one night, reservation number [protected] on Thursday 24th August I found out there was going to be protest marches in the area we was due to be going.

I phoned customer services to see if I could change this to Saturday 2nd September as I was worried about the protest, after a long time on the phone I was told this was not possible, reason was (it was a free night) this was due to staying at other hotels and got a night free. Also I was told that the hotel said if I was to do this it would cost me $259 to do, no one cared for our safety. I phoned again the next day and again got the same ridiculous response.

I found myself a way to cancel this reservation and now lost my free night, I think this is a disgrace that nobody would help unless I paid $259 to change all I wanted to do was put it back a week, as again I was worried about the protests, I certainly won't be using Hotels.com again.

I understand it shows on the booking no refunds if I cancel, but surely protest marches was not something I expected and was thinking about our safety.

Thank you

I am frustrated. I booked a room and paid for breakfast. Within 2 hours I got an email saying that my booking is no longer available and they advised me to find something else. well, that was obvious. But all of the accommodations I got were cancelled by the guesthouse. what a bad attitude.
I don't want to use this service unless they learn how to treat customers.

I booked a hotel at Oak Tree Inn, Lincoln, Ne through hotels.com for Aug 18-Aug 20th. I get to Oak Tree [protected]@ 5:30 to check in...my event was scheduled to start @7:30. I was told when arriving at Oak Tree, that all of the hotels that were booked through a 3rd party were released, because they were overbooked and I should have received an email stating what took place and that hotels.com would find another hotel for me.(i did not receive that email) I called, and was told there was another hotel available 2 miles away at Travelodge, there rates were more expensive, but hotels.com would honor the original rate of $173.92 that I was quoted and would pay for the difference. The call rep took my cc to confirm reservation at new hotel. Once I got to Travel lodge they authorized my card for $192. The next day, I decided this hotel was nothing near what I had originally booked. I went from a 4star hotel to a 2star hotel which made me and my son very uncomfortable. I went to the front desk while speaking to Gray (10:36a 8/19) from hotels.com to advise about the extra charge and to see if I could check out early, at the front desk I spoke to Gayle (manager) I asked if I could check out and only be charged for 1 night. She stated yes, as long as hotels.com had no problem with that. Gray put me on hold and contacted the hotel to confirm it was okay for me to check out early and only be charged for one night. Gray got back on the phone with me and said to send a receipt from the hotel to confirm the one night and that I checked out. I emailed my receipt right away and received a confirmation and case #[protected]. Once I checked out Travel lodge credited back the $192 and charged me $96.02 for one night. However, I still was charged by hotels.com for $173.00. So doing a little math here, I should have only been charged $86.96 (half of $173 for one night) hotels.com would cover the difference of $9.06 from the rate I was charged by Travel lodge which means I should be credited $182.98 from Travel lodge or at least credit me back the $173.00. I called this morning 8/23/17 @ 10:57a to check the status of this issue and Sonny was no help. He was not listening, he stated he needed to contact Travel lodge to confirm it was okay to check out early which Gray already did when I checked out, Sonny also said he needed to speak to Travel lodge to have them refund the $96.02. I was on the phone with Sonny for 30 minutes and nothing was resolved. Sonny also stated that the previous rep I spoke to (Gray) did not document the file. Which really upsets me. The most difficult thing for me is, this was supposed to be a back to school trip for myself and my son, it was the 1 year after my grandmother had passed and her birthday was Aug 19th. Trying to have a great time and not be an emotional mess, but dealing with this hotel issue was really frustrating and was to no fault of ours. Our whole time in Lincoln we had a blast, but the hotel situation put a damper on my bank acct and my Friday prior to my event. I need this to be resolved ASAP. I am a single mother who does not have extra money in my account to cover mistakes.

I have had issues with locked nights on two separate occasions. The first time my issue was resolved within one phone call. The second time this happened I called customer service 4 TIMES! I am currently on hold, AGAIN, with them as I am composing this email. The issue appears to be a few stays that I paid at the hotel and still need to be verified. This is understandable, however, I have been trying to get this resolved for already THREE weeks now, and my stays in question happened well over 30 days ago. I use this booking service quite frequently and accumulate many nights. My suggestion was to set aside the nights in question and combine the approved nights to open up my DUE rewards. On my THIRD attempt at a resolution to this headache, I was assured my nights would be "unlocked" within an hour. After an hour had passed I checked my account, and saw that one night was in fact unlocked, however over 20 nights were removed. As you can imagine, I FREAKED OUT! I called back in immediately and was just reassured tat within another hour my nights would be put back and my rewards nights made available. I love the concept of this rewards program, but the inconvenience has made me look elsewhere for my hotel bookings for the future.

well see this is what happens I was cool with the first night guy that was here even though it took him so long and I was the first one there to get checked in before the other people just came in he's not he knew that I had to go find him and so tired I just want to relax cause you know I have had issue apparently I had to get away from home and I get here I have to wait three people in front of me when I made reservations online then I didn't know I had to carry my own furniture and walk around in and look for coffee pots and all this other stuff like I had nothing in my room And the guy who's on now he's a real [censor] he asked so sweet and nice and [censor] but he doesn't care and I'm very upset with him I try talking to him and he was just who he was ignorant as you don't treat hotel guess this way but I had to carry my own microwave in I had to carry all my own stuff and this is [censor] my body hurts I don't who I mean it's always broken in the apartment I'm like [censor] I thought it was nice to say that I get to look overlook the marina and stuffing and I got this guy [censor]ing tell me like he didn't know I'm I guess I showed him my key and told him on the gas can I have some coffee I asked for all my stuff I had nothing in here my bathroom fan oh my god my bathroom fan is broke or something I had to find a remote control in a hole of the room we walked around for like about 45 minutes I had to carry all the stuff to my room DO YOU WANT me to carry the fridge raider I said I don't need that and then but he was cool he wasn't you know who to try to help me up when I get to so the guy the new the new guy on and you know he had the nerve they treat me like dirt I spent thousands of dollars on hotel rooms this is not to my liking I mean I can show you I can take a video of it in my toilet clog my shake the fan is the shower the shower is nasty I can't believe I spent money on this I thought I was getting a good spot like always said it was new owner So I said I'm a go check it out seems nice note or overlook the marina hot tub Mike OK nice pictures these rooms I mean the rooms are nice till I get in here and I got like some old Jeanie [censor] genie of the lamp [censor] like it is very bad I did not like the money and I do not like the way I was treated it took me a while evening on the door that he has baton his head like he was going to hit somebody like if I was one of these crazy people out here I'm at artist I make music this is my time I get a piece of mine at night I just can't believe people you have working here I said he's a light Knupp on his gas oh I have a remote control for the TV yet I had to go find the remote control research all these abandon roomsAnd then how my god this is the worst part I had to carry up all the stuff I cannot believe I did it I'm gonna stay here but I'm's I was just want to relax make money to get a piece minus what I do it's been a lot of money and hotels and this [censor]ing place is not right that they should be fired I swear he had a Tayser in his hand up a time and you tell me oh well sir you're the one walking around here this time is three and one OK and you don't know me you don't know how I do things every day and I program how dare you compare me to one of these call my God I can't believe this I walk to McDonald's close hungry their clothes and will give Robbie on the street like your toes a piece of [censor] now you don't want my [censor]ing money back I want a nicer [censor]ing accomadition

Hotels.com canceled the booking that was confirmed by them a week earlier! They didn't notify me via phone or email, they just decided to simply cancel it. Probably that was the hotel, not the website itself, but in that case, you should carefully choose hotels you work with and don't advertise hotels that are not able to provide a good service to customers.

Hi,

I called hotels.com on [protected] at 11:30pm (Autralian time) on 12th November 2017. The staff who was answering my phone was not very happy with some basic questions that I asked regarding to a hotel room that I was interested in. Later he started to lose patient and yell at me.
Towards the end I asked him for his name and staff details. He refused to provide me those details, put me on hold for 15-20 minutes and transferred my call to another staff member.

Around 12:15am, another operator finally answered the phone and said he couldn't help as the hotline I called bases in Brazil and they only deal with Brazilian customers. This is the most outrageous and discriminative explanation I have ever heard of!
I explained to the operator that hotels.com is a global website and it was not the first time I called hotels.com for bookings and enquiry. No one, from my experience with my bookings or enquiries through hotels.com, ever told me they were not able to help me because I am not from their country!
I then asked the staff to transfer my line to his senior or manager. He said he could not do it because everyone at the call centre speaks Portuguese only. I said again Hotels.com is such a global business and it was not possible that no one except him at the call centre can speak English. I required him to transfer me back to the person who I spoke to before. He said he did not have the facilities to transfer me back to the person who I started the call with. I found that very ridiculous and so I asked the operator for his staff name and number. He gave me his staff name as Aleef, which I am not sure if that is correct and so I asked for his staff number. He said he can't provide me that detail. The operator kept repeating that he could not help me and later put me on hold without my consent. In the end he even hung up on me.

This is one of the most discriminative and horrible experience I had ever had with Hotels.com or any other form of customer services in life! This is highly unacceptable and I am hoping someone would be able to investigate on this and get back to me with proper apology and explanation of why such behaviour happens in Hotels.com

My email address is [protected]@gmail.com and my contact number is +[protected]

I am looking forward to your reply.

Thank you
Sau Wai Siu

On 8/12 I called hotels.com customer service and was trying to use a 200 dollar voucher. The hotel that I was wanting to stay at was pre pay only. I completely understand how that works. The guy look for me and there were only 2 hotels in a 40 mile radius that would honor the voucher. What is the point of me getting a voucher if i am unable to use it where i want to. I asked her if there was any one I could talk to about this matter. She then transferred me to her supervisor and his name was Chris. He was very rude and disrespectful. He accused me of wanting him to change ur guys policy on how I could use my 200 dollar credit. That was not the case at all. He kept reading me ur policies and told me that he would not change them. I asked to speak to someone else and he said that he was the highest ranking person and there was no one else I could talk to that he had the final say. I can not believe how I was treated and how I was talked to. I am very disappointed in the customer service i recieved.

I have used Hotels.com for many years. I have renewed free nights several times and have been a loyal customer, until today. When I tried to log onto the site it said it did not recognize the email or password. I have only had one email so it must be the password. I clicked the button to send a password reset (two separate times). An email never came. I then made a new account assuming it would respond that the email was already in use. It did not and I now have a new account. What happened to my old account? I started a chat room discussion and got nowhere. Next I called in to customer support. The representative was not able to help and never truly understood the issue. When I asked to speak to a supervisor he hung up on me. This is how you treat loyal customers? Really? Where was my account and where are my rewards? I certainly am glad the there are options for booking hotels (Expedia, Booking.com, etc.) since I will no longer use Hotels.com. I would love to talk to a representative but, after tonights experience I am certain I will never hear from anyone at Hotels.com - 11 August 2017.

I had booked a room with Hotels.com for a room in Las Vegas for a conference i was going to attend. There are numerous people from my team staying there and had booked through them. I was to check in on the 15th of August to the 19th of August. The confirmation was [protected]. Others who booked the same hotel at lower prices than i received were give the cancellation refund option but i was not. Due to unforeseen circumstances i was forced to cancel my booking and found out that my cost was nonrefundable. I think i should have been given the same option of cancellation as the others in my group. Can you please help me out with this? Thanks, Leah-Anne Campbell

I booked a few hotel rooms through Hotels.com for our road trip we were on. Our timing changed a bit so I had to cancel two different hotel stays...Hotels.com made it very easy to use their 800 number and cancel over their automated phone service which I did for both hotels..at separate times. My reservation [protected] booked on June 8th for check in on June 21st...however was still charged to my credit card even though I cancelled before the cutoff time of 6pm...My other hotel room was never charged..no problem..I didn't receive a cancellation number for either phone call for either hotel so I didn't think it was necessary to have one. I feel they should credit me back for the hotel charge. Ironically when I contacted the hotel itself, Country Inn and Suites NE they informed me that Hotels.com had been in contact with them and claimed they were going to issue a cancellation request to them shortly after I had been on the phone and in contact with Hotels.com numerous times

We made a confirmed reservation for a room so we could watch the eclipse in South Carolina 6 weeks in advance. We thought we were all set for our trip. Then comes the email from Hotels.com that our reservation was cancelled because the hotel was overbooked! Why were we not notified earlier so we could make alternative arrangements? Customer service tried to find another room (two weeks before the eclipse, good luck!) and said they could not find us another room, so sorry (not). It is infuriating and I will never use Hotels.com again. These "confirmed reservations" mean nothing! Buyer beware!

This is a query & not a complain against any Hotel.

I am Yogendra Udani from Malad (Mumbai)

On 16.7.2017 (Rs. 2165) & on 6.8.2017 (Rs. 1377) I had been to two different A/c Restaurants with my guest for eating. They charged 18% GST (9% STST +9 %CTST) Break up of the said amounts are Rs. 1835+SGST @ 9% Rs. 165.15 + Rs. 165.15 CGST= Rs. 2165 & Rs. 1167+ Rs. 105.03 +105.03 towards SBST & CGST

I understand that after introduction of GST, hotels are bound to reduce food prices as their previous food prices up to 30.6.2017 are inclusive of VAT/Service tax etc. but my surprice, in both the restaurant, the cashiers tole me that they have neither reduced food prices nor increased food prices ?

It means their existing food prices are as per previous food prices i.e. prior to 30.6.2017 (!) means inclusive of old taxes also !

If it is so... please do the needful to recover the old taxes also collected from customers or order the said restaurants (& also all hotels & restaurants of India) to refund said taxes illegally collected from them on & after 1.7.2017 (anti profiting issue)

Thaking in anticipation
Yogendra Udani (mobile [protected])

(sr. citizen)

We have booked 3 Days at Third Bridge with Hotels.com in Moremi NP because we knew that we have facilities as of Toilets and Showers there. We have been in this area many times before and know it well as we are experienced Africa travellers for many years.
We knew we are sleeping in a Tent as we have expected that for Mobile Camping.
We have had Camping tours from Maun before and they were always great.

"But never have we had such a bad one."
We can just give this a minus 5 Stars!

We don't know how many Subcontractors
are in between from the booking with Hotels.com but we have received Emails from a guy names Wittness Rari though Hotels.com and in this Email he confirmed 3 nights at Third Bridge and that we would have a closed Car to Third Bridge and an open Safari Car in the Park. When we arrived in Maun we met with him in the Thamalakane River Lodge the night before to discuss the tour and he than mentioned that we will be camping near Xakanaxa, which is a totally different area in the Delta were we did not want to stay otherwise we could have booked Xakanaxa though Hotels.com. We told him that we have booked Third Bridge and not Xakanaxa and are not happy about it. He said it's just for one night but the next 2 nights we would be at Third Bridge.
Next morning we were supposed to leave at 10 am the driver arrived at 11 am in an open car even so we ordered a closed one. We had packed and dressed for a closed car.
Than we were driven to a Campsite with no facilities, our shower was a bottle of water in a plastic sink and we were in a totally different area as we wanted to be in. We felt trapped, lied to and ripped of and couldn't do anything about it as it was late afternoon when we arrived.
The next day we expected to camp at Third Bridge, but we stayed in the same camp and the 3rd day we were relocated again into a different area because he expected some more people for the camp.
As it turned out those 3 people from the USA were in the same situation than us, and I can tell you they were also not happy, we all felt ripped of.
I can imagine that people from developed Countries would not be to happy to ruff it like this as you would expect at least basic facilities. I believe Guys who are so dishonest should not have a business license as a Tour Operator. There was no integrity and to us it was criminal what he delivered.
If I book a particular Lodge in Maun I would not get another Lodge somewhere else. I would be told, sorry we are booked.
People get put into an impossible situation as he puts people into places were "he" wants them to be and not were people booked to be, that is dishonest and criminal.
Also a very important part we like to mention was Hygiene, it did not even exist, we were offended Tea and Coffee made with water which came from the Delta, it was boiled but I think it is quite a health risk for people who are not used to it.
The mattresses were thin, torn, sweat stained and dirty, same as everything else like Tea Towels aso.
It was a shocking experience.
I clearly booked 3rd Bridge by the Hotels. com App and nothing else.
We did pay AUD 2480 for 3 Days to Hotels.com which we thought was a reputable Company to get ripped of by a shonky subcontractor operateur.
Sorry does not make up it.
We can just hope that Hotels.com will give us some compensation for our anguish.
We think Hotels.com has also a responsibility for their customers.

We will report this incident to the appropriate Departments in Botswana as operators like this should not have a licence for a Tourist business, they dis troy the good reputation Botswana has.
I also have pictures for prove from all the dirty equipment which was used.
I can recommend to anyone wanting to go into the Delta to make sure that they get what they paid for.
Ingrid Schaper

Dear Customer Services

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

The issue that I have experienced was: I have booked The marmara taxim hotel Turkey, between 26-28 July 2017.
unfortunatley, during the stay the Electricity in the room has shutt off completly. The hotel sent electrition assistant to the room who has worked from 24:00 AM antil 4:00 AM.
Obviousley we couldnt sleep and the whole day after suffered as a result.
We were offered by the Hotel's service Marketing Manager that is we stay another night we will get Spa and breakfast as a compensation but I had a flight back to Odessa and my plan was for a couple of days only at the outset.
I were told that she would have compnsated me for the hotel fees but she can not do so as I booked and paid directly with Hotels.com.
pictures attached

It occurred on: July 26th, 2017

I request a full refund and an amicable compansation for the damages caused to me as a result of the hotel condition.
this hotel was reccomended by your site as one of the best but it was far from it in means of what it offred and its assistant to the problem

I look forward to your prompt response on this matter. As recommended by Trading Standards, I would like to keep a complete record of my case, so please reply back via this email account.

Yours faithfully,

Dr Elad zrifin

My details

Reservation or booking reference: [protected]
Reference:
Address: po box, 11483, Tel aviv, , 61116