Hotels.com

I am a gold member at Hotles.com and spend about two to three months a year in their hotels. I have contacted them via chat three times and phone twice in order to try to get an email to file this complaint. They tell me that there is no complaint process other than calling and they offered me a $75.00 coupon which I find an insult and unacceptable, when all I was asking for was an email or complaint form to file an official complaint.

I would like to mention a very important issue which I have explained to them several times. Due to my history, I have severe case of PTSD so I am constantly worried about mine and others safety and the threat of dying, getting attacked or injured.

I would also like to preface this by saying to this day I have never left a bad review at a hotel and did not on this one as I did not know there was a time window to do so. In other words, I am not a complainer. I have always read reviews and the hotels I book are close to what those reviews state.

On October 12th 2022 we checked into Casino & Hotel ADMIRAL Carnevale Škofije in Slovenia in midafternoon. I jumped in the shower and then my husband and I were laying on the bed. I was partially dressed and my husband was fully dressed.

Suddenly, my husband sat up and yelled at this man that had entered our room. He said “what the hell do you want.” The man had entered our room using his master key and without knocking. The man could not speak English and was arguing with us but we had no idea what he was saying or who he was. I did not see him as I covered up and was scared, I did not even attempt to look in his direction. After my husband and the man arguing a couple of sentences my husband stood up and on the opposite side of the bed as I was between them and did a pushing motion towards the door and told the man “Get the [censored] out of our room”. The man finally left.

My husband and I were both very scared and angry. I called down to the desk and explained what happened and the girl at the desk said she did not know who it was or why they would be in our room. She asked if we had locked the door and I explained yes, I always lock my door.

After we calmed down a bit my husband went down to the desk to file a complaint. The girl said that the man worked for their maintenance department and he told her he had used his key to get in. She could not however explain why he was there because we did not have an issue with the room or why he entered without knocking. She did however offer us a something free to drink. I am not sure how getting drunk would have made us feel safer? As we were only there one night we decided to stay because we were not sure if we would get another room that night so we blocked off the door and basically did not sleep.

I also filed a complaint with Hotles.com the same day via the chat and I was told they would take my complaint very seriously and get back to me with 6 to 8 days! I did not hear back from them. I than filed another four complaints asking for an email or form to fill out to file a formal complaint about this hotel as I felt this was safety issue. They tell me that there is not such process to file a complaint and they gave me a number to call. I called the number twice and asked to speak with a supervisor but even that request was refused as they say that there is no formal complaints department? They did however send me an email that I cannot respond to saying they would give me a onetime $75.00 coupon.

I have no idea what this man was doing in our room to this day as no one seems to know not even the hotel but I do know he entered our room without knocking and used his master key. Hotels.com thinks it is ok to let this go for $75.00 and more importantly without a formal complaint? What if he was there to steal something or if I was there by myself? Meanwhile Hotles.com is still sending guests here without warning! Hotles.com you need to do better!

I needed to request a refund for a nasty hotel that we refused to stay at but couldn't find an email to inform anyone. The virtual assistant kept saying my confirmation number wasn't found. I guess it's too late for refund now but if this is how it's going to be I will no longer use Hotels.com

It was for Red Roof Inn, 26300 Dequindre Rd, Warren, MI on October 1.

Pictures below of the nasty bed. I was wanting my money back but couldn't get ahold of anyone

Reference [protected]

Barnham Broom Oct 29th to Nov 1st, 3 nights

My booking was shown as £230 for three nights for either Pay Now or Pay at Hotel. I have attached a screen shot to confirm this. However, the hotel charged me £258.30. I challenged this and did a number of things.

First I had an online chat and the representative was not helpful and kept saying I could get a receipt from the hotel, which was irrelevant! Clearly she did not understand my query.

Then on the morning of departure, I queried it at reception with the assistant manager. Both she and I spoke with someone at hotels.com but a satisfactory resolution was not obtained. Your person brought the use of rewards into the matter. I was not redeeming any reward for this stay.

The hotel had no choice but to charge me the higher value of £258.30 which I am not at all happy with.

I require a refund of the difference of £28.30 and I look to you for that as a gesture of goodwill for the price quoted to me being exceeded at point of saie at the hotel.

I am minded, after being a long standing and loyal customer of hotels.com and after redeeming my existing rewards, never to use your services again. I’m sure you would wish me to stay with you, so your goodwill gesture here is key.

My last reservation with the Comfort Inn and suites in Hopskinville KY. for 9/17-9/20, 2022for William Herron were cancelled. He called the hotel on 9/16/2022 to cancel due to him having COVID. He was told that the cancelation was done by the front desk at the hotel. I also received an update on my Hotel.com account stating that due to him having COVID, I would only receive 1 star. However, the hotel charged Mr. Herron credit card for all 3 nights 3 weeks later. Mr. Herron called the hotel to make the cancellation. Now I know that I should have cancelled on my Hotel.com account. Mr. Herron did not spend one night at

Comfort Suites

Hotels.com itinerary: [protected]

Membership number: [protected]

Paid cash on a reservation and was also charged on my credit card My booking at the four points Sheraton South winds Memphis Tennessee I paid cash at checkout and my credit card was also charged and the lady at the desk says it was charged prior to me checking in even after checking pay at property.So I paid 306.19 At check out in cash and my credit card was charged for 306.19. Itineary #

[protected] dates of stay check in October 8th check out October 10th

Hi,

Converted my Tesco Voucher to Hotels.com/Tesco boost.

I received six vouchers for a value of €15 each and found I could

only use one voucher per booking.

I would request a refund of the following vouchers as it would take me

six holidays with a discount of €15 each to use these vouchers

I have always used Tesco Boost with Bord Gais and they took all vouchers.

Please contact me on :

[protected]@outlook.ie

Kind Regards

Dorothy

Good Morning,

I want to express my deep regret of booking with expedia.

I booked a room that was supplose to be payment on arrival, I was charged by hotel the next day.

as explained to hotel and expedia I had an medical emergency and my friend was in hospital so I needed to cancell the booking and get my money back for medical expenses.

On Satirday 22/10/22 I was called by someone from expedia. and she cancelled my booking explaining to me that she just spoke to the hotel and Moyra at the reception is authorising my refund and I should call hotel to find out as to when I will be getting this money (£130). When I rung the hotel I was made to feel like a liar, was told I am making it all up and that Moyra has no authorisation to approve my refund. I asked for email confirmation but I was assured I will receive it soon. I STILL DIDNT!

They are refusing to give me my money back as well as my room is now cancelled.

I expect my money back urgently as I was promissed as I urgently need it.

I ask you to look into this please as because the booking is now cancelled there is absolutely no way to get to anyone over the phone

My booking was confirmed on 14th September 2022 (confirmation number [protected]). On 20th September 2022 the booking was cancelled by the hotel because of flooding. They said that the refund would be made by you as soon as you had processed their cancellation request. I am still waiting for my refund to be credited to my credit card account over a month later.

Furthermore, the virtual agent simply doesn't work - even with my confirmation number, itinerary number and email address it could not find my booking, and there is no easy number to call on.

At this stage I simply feel that I could not use your company again.

Please contact me on [protected]@yahoo.co.uk

My name is Simon Linley.

Many thanks.

My name is Gustavo Andrade Marzolla and I made a reservation through Hotels.com to stay in a Hotel in Berlin from Nov 06-Nov 11. – Itinerary [protected]

During my booking it was clearly stated in the Hotels.com website that the room had a bathtub. (I have a screenshot to prove - attached)

However when I contacted the Hotel to confirm they said the type of room I booked do not have a bathtub.

I flagged the Issue to Hotels.com support on the chat and they leave me hanging without giving me a final answer. Waited for more than 30 minutes and nobody responded to me.

I booked and prepaid a hotel for 2 nights Phoenix through Hotels.com. The day before, my brother-in-law called about his kid having a contagious respiratory infection. I immediately went online to cancel. It said I was past the window of full refund and woudl have to pay $211. I contact customer support about this issue and spent an hour. They said that if I canceled then, I would lose my ability to get a refund and I should wait. I called again the next day and started the same thing over. They told me that my request was in. I asked if there was anythign to do as I did not want to lose the full amount of $$. In the end, I was denied a refund and was never reimbursed for the $482 that I prepaid for the hotel (The Eagle Inn). This is a shameful practice.

Good evening,

I book a room through yourselves at the Stukeley Hotel, Church Road Huntingdon.

I stayed there on Wednesday Evening at a cost of £89.01

Reservation Number [protected]

I had the displeasure in staying in room 5

the bathroom on this room was a health hazard.

I cannot believe you would advertise this accommodation through your organization, I would like a full refund, I will also be forwarding the photos I have taken on to the health authority.

Hotels.com sent me to the worst hotel or room I have ever seen.

Hideously tobacco stained and smelling of nicotine and open sewers.

The furniture was the most worn out I have ever seen.

The bed was little more than a dent filled with springs.

The toilet had deep black mould all over.

There was an open drain and a shower head at ground level which only had cold water coming out.

On arrival the receptionist said we had no booking, I showed him the confirmation, they put us in a triple single room. Assuring us we would have a double the next day.

My partner fled the hotel in tears which resulted in us being in separate hotels as the WiFi in the ersoy aga did not work.

There were people on the fire escape in the early hours and my room door handle was tried.

The lock was a flimsy knob unconnected with the actual lock.

I will be actively mounting a campaign on every social media platform I have, Facebook, twitter, Instagram, reddit. Should this not be resolved.

We are now in a hotel called mostar, 2 minutes walk from the hellhole that I'd ersoy aga. I left quietly and left the key on the bed as this seemed more like an organised crime centre than any hotel I have ever been in and I was scared for my safety as when I complained at the WiFi not working I was spoken to in turkish or Russian and whilst I may not have understood the words the gist of it was go away, aggressively.

I have upwards of 100mb of photographic evidence of the nightmare.

I've called and emailed hotels.com and Harbour Resort Properties, I booked a condo on 9/3, my stay was for 9/25-9/30. I did not know at the time a hurricane would be coming on my dates of stay. Their was a state of emergency issued 9/24 for State of Florida. I called Harbour Resort properties to cancel as if would of been unsafe me to stay at their property, they said they would make special exception because of the hurricane and refund. Then I received an email from them saying they didn't realize I booked through hotels.com and to cancel through them. I immediately called hotels.com on 9/24 I did not hear anything from hotels.com for a week so called again on 10/1. Apparently nothing had been done with my 1st call. An email said they will not refund me. This is unjust and unfair. It was a catastrophic hurricane It would of been deadly for me to stay at their property. I am demanding a refund. I paid through paypal.

-Nancie Ennis

I booked a hotel stay thru hotels.com; stay was 9/30/22 at the Quality Inn -7125 Miller Lane, Dayton, OH. This was the dirtiest hotel room we’d ever seen. Men’s used underwear with an inch of dust on them located in hotel closet. All surface areas were corroded with dust, food particles: Every door knob, light switches, thermostat, phone, lamps. Red blood or marker on comforter, yellow round spots on comforter like oil spills never laundered. I used half a container of Clorox wipes & nearly touched the surface. Since we were exhausted, I went to front desk next morning w/pictures & when I mentioned the blood on comforter, the response was, “well it’s not fresh.” After speaking w/other patrons, a female misrepresented herself as the manager during my request for a manager. She implied that because I booked my visit thru a 3rd party vendor, that’s why we had an unclean room. The amount of grime that engulfed every basic surface area was unacceptable to the point of seeming like aside from sticking towels & pulling the covers on a bed, it hadn’t been cleaned in months. I am disillusioned by this stay that wouldn’t have been acceptable for an animal let alone my family. The staff could have cared less about my photos or concerns of the deplorable conditions I’d expect in a third world country. Additionally I’m appalled by the response of overall laughter to the underwear in ironing board coat closet that clearly were there for months. I washed headboards, counters, even the photos I posted of surface areas were after I used at least 1 wipe…the phone was the first thing I cleaned & I wish I hadn’t b4 I took the photo. Worst stay ever…it my our first time trying a Quality Inn that was anything but quality. When I mentioned that their website prides itself on advising that they are up to Covid standard cleaning, the response I got from the one who impersonated her self as the manager was and I “Cove it is over. Maybe this area of Dayton simply doesn’t care about a customer response & that was reflected among all staff.

The private apartment in Cambridge, UK, was booked for 3 nights, 20/09/22-23/09/22, paid online.

But on the date of check in the property didn’t provide the key and despite non stop calls didn’t answer the phone. As advised by Hotels com helpful desk staff the refund was claimed by me, however by now the hotels com haven’t got the approval from the properly and reminding me of the non refundable rate. However, obviously it’s not my fault. If the property had confirmed the stay by providing the key to the apartment, I wouldn’t have claimed the refund. Why should I pay?!

I made a booking ref [protected] but the owner of the lodge I have booked advises me they are fully booked.

they have taken 50% of the fee and not refunded

Mark Beckett

Coventry hotel booking made cost £148, used Clubcard vouchers of £150, also got charged further £25 on my credit card, so I actually paid / got charged £175 for a room at £148. Not acceptable. I have put a complaint in and have been told it will take 72 hours for someone to get back to me. If no one gets back to me I will go across the internet and explain what u done and tell all future customers to stay away from hotels.com and you con people out of extra money over and above the stated room rates, even though they are more expensive then other websites but as I had Clubcard vouchers I decided to use you and make benefit of the voucher. Never again unless u resolve my complaint. I will give u 72 hours before I start going throughout the internet and explain what u done and tell all future customers to stay away from hotels.com and use other websites instead. One bad review can cause a lot of damage and it would be cheaper to just resolve my complaint and refund me the money back.

ATTENTION OF THE MANAGER.

Hello,

I refer to your response regarding a refund due to me. Please be advised that following our conversation, I was not asking if a refund was possible, I was asking that my money is refunded as soon as possible as you failed on your policy.

The statement on your site was for me to put details of my card as to reserve the room and I clearly chose the option to pay on the date of checking in. I even went on your site to change my checking date to a later but to my surprise and amazement, you had debited my card days before my check in date. All these were done via your site.

Your action greatly affected my finances and disrupted my travel arrangements with my family.

You said you contacted the manager of the said property and are unable to wave the cancellation. My bone of contention is why was my card debited against our agreement. I clearly stated that payment will be made on the date of checking in but you failed to honour your part of the agreement and instead went ahead to debit my card.

Be advised that there was no current rules and restrictions for my reservation that should be a barrier for you refunding back my money, it was you that had failed on your policy.

Following your e-mail, I followed my part of the agreement by supplying my debit card against the reservation with clear instructions to make payment upon arrival to the property, but you failed as you allowed my card debited prior to me arriving on the property. For these reasons, it is you that have failed, and I will do anything and even go as high as I can to get my refund.

I will suggest that you look into this again and refund my money taken from my account illegally. I will not be contacting the property directly anymore as I had spoken to them, and they referred me back to you because the initial reservation was made via your site.

I have informed friends and families to not trust and ignore what you write on your site. If this is not resolved, I will also be writing a review on your site and contacting your Managing Director amongst other things.

I await your urgent response.

Thanks

Michael BO Anifowosoe.

Reference confirmation number is [protected]

Booking confirmed at VOI Arenella Resort, Sicily from 12/09/22 to 17/09/22, in the name of Julianne Adamo

Having travelled through Europe and having booked a number of hotels through your web site (my wife Julianne has been a member for some 20yrs,

we arrived at about 5.30pm at VOI but was told that they did not have our booking. However, that morning we received an email from Hotels.com sent from VOI advising that we can check in on their APP. The duty manager was adamant that Hotels had not advised and subsequently no room was reserved, and they were fully booked. Naturally we were angry and after much argument requested that could they assist in seeking alternate accommodation or even use their wifi connection. We were asked to leave the premises as we were not clients. This has been a very distressing experience and I ask is Hotels at fault or VOI. What is further worse, were charged yesterday on the assumption we occupied the premises. We seek refund of the fees paid and compensation from either Hotels.com or VOI. Tony Adamo

Necesito se me realize un reembolso de una reservacion con numero de itinerario [protected] a nombre de georgi rafael cervantes fonseca la cual fue cobrada de la tarjeta de credito /¡(cuatro ultimos digitos 3779)en el hotel caribean palm village resort, al momento de llegar el señor georgi no aparecia ninguna reserva a su nombre.

Agradezco se reembolse el dinero lo mas pronto posible