Hotels.com

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.

I demand a refund! This is the dirtiest hotel I have ever stayed in. The towels were dirty, the kitchen smelled like mold, there were no sheets on the bed, the pillows cases smelled horrific and there is no air conditioning as indicated. Noises apartment and street. He took money for tax and did give a receipt, just put the money in his pocket.Absolutely the worst place to stay in Lisbon. I accept a full refund! How can you advertise a place like this? Also the host knows nothing about the city, doesn't even speak the language.

Dear Hotels.com
Through 20yrs i have travelled for pleasure and mostly business. I have stayed on 2 to 5 star hotels all over the world. For the first time i need to file a complaint and leave a public review. We booked 5 nights and payed 21, 500dkk (4300/night) for what seemed to be a nice 4-star hotel. Never ever in my experience have a hotel stay offered as little value for money. This hotel room is worth no more than 1000-1500kr (2/3 star in high season) and it has not been renovated since the 80s it seems (well except the 3 dollar ikea lamp). As we booked a family room we need access with a stroller however we are located at 1. Floor with no elevator. As we asked for a ground floor room and one that is decent, we were told to pay 800 Eur (for 4 nights) extra for a upgrade to what they call a jr suite (its just a normal/decent room i have seen it). A couple of the complaints:
- not a 4 star hotel room
- it renovated for decades (see pictures)
- no access w stroller to family room for or child
- miniature shower/no bath tub
- no window/poor climate as bathroom
- extremely thin walls, we basically hear when neighbors go to the toilet at night
-
I remain frustrated and extremely offended by this way of milking and stealing peoples money for basic accomodation that hasnt been kept for years. I wish to ask for a part refund of money as compensation. As they will not offer other rooms (and other hotels are full on the island) and we are also staying here with my in law parents who we need to take care of, i cannot just leave the hotel, but we hope to leave when they have their flight home which is on Thu 26 July. Please help ensure we get refunded and compensated properly.

Dear Hotels.com team,

I would like to bring to your attention that your "booking guaranteed" statement in the confirmation email was not upheld and this has shaken the image I have of hotels.com.

Our flight arrived on the morning of the 19th, and the hotel informed us that they resold the room despite the fact that we notified them that we will arrive early morning on the 19th. The didn't give us a room until 9:00 am on the 19th meaning that we paid around USD 330 to utilize the room for 3 hours (given that typical checkout times are usually at noon). We paid the night of the 18th to avoid the inconvenience of not having a room on the morning of the 19th, and still, we were extremely inconvenienced especially after a red eye flight.

I cannot express enough how disappointed we were and the fact that our money went in vain.

We trust that you will compensate us for the inconvenience by pressuring the hotel, but also by compensating us for a "booking guaranteed" promise that was not fulfilled.

Best,

On Sat night July 21, 2018 we were driving north bound on I95 and booked the wrong hotel. We tried to correct this error within 10 min of booking and was told we could not cancel and get a refund or a credit. I feel this is unfair. Mistakes happen and it was an error I even requested if they could get me another hotel or credit for future use.

I don't feel this is good business. I would appreciate anything that can be done.

Sincerely
Deborah Prego
[protected] for Holiday Inn Express Hotel & Suites Smithfield

My name is Jose Urresti, I paid for a hotel Friday the 20th. I received a call Saturday 21st around 10 am from an associate telling me that my room was not available and that they have another hotel for me. I was driving at the time I received the call so I asked him if the hotel and room will be the same and he said yes and the hotel has more stars. He offered breakfast for all of us and 25 dollars coupon. When I arrived to the hotel the bathroom was dirty and it was not what I requested. It was a room for people with disabilities, something I did not request.
I called and spoke with Katia Cortez, and she couldn't help me. I already left the hotel and paid for a different one. I expect to at least get my money back, I don't want anything else. Driving with my family with this weather condition was not safe. This is very frustrated and I'm very disappointment with Katia Cortez customer service, who couldn't understand the whole situation and frustration we weee going through.

I reserved a hotel from your site which was Econo Lodge in Canton, Michigan - for July 19- July 21st paid for in June 26th and was very disappointed in the cleanliness- room smelled- sheets not cleaned- next day-room not cleaned either wet towels still on tub-sent email to there information email on check out page.. I trying to send pictures but not coming up- if you need to see any- email me at [protected]@neo.rr.com ..
we went to a wedding for my niece and tried to have a good time but I couldn't shower at all didn't feel clean and trust anything- I had to put sheet on top of bed to sleep .
And we didn't have money to go to another hotel- my husband a week ago friday had just got laid off- and didnt have extra $..

I would like a refund.. Kathy Elrick
Account from Hotel was [protected]
confinmation # [protected]

We had a reservation, confirmed, for a decent hotel for one night due to an early morning sporting event. The rate was $104. We got there around 8 PM and were told by the hotel that they didn't have our reservation and were full. They instructed me to call hotels.com, which I did. They said they would have to call the hotel to check on it themselves and put me on hold. While I was on hold, the call was disconnected. I had to call back and wait on hold for several minutes for the the second time. I was again told that they would have to call the hotel to check, and was put on hold. When it was determined that there were no rooms, I was sent to another department for rebooking, I thought. In that department, I was again told that they would have to call the hotel and was yet again put on hold. Again, I was disconnected but had been told if that happened the agent would call me back. I never got a call back. By this time we had been going back and forth for an hour, it was getting dark, and we had nowhere to stay. So, I had to call and wait on hold yet again. The new agent had to call the hotel to check on the room one more time when I got through again. At this point, my husband was calling every hotel in the area and couldn't find a room. Finally, the agent determined that they would find us a new room, but, of course, they couldn't find anything either. She suggested at one point that if I had a car, maybe I could drive around and find a room. It was now 10 PM and we had nowhere to stay. We finally found a room ourselves for $144. It was a terrible hotel in a sketchy neighborhood. Loud music and yelling occurred throughout the night, the milk at the breakfast was sour, and we didn't feel safe. We would have been so much better off leaving home at 5 in the morning than staying. After lame excuses from the agent and her telling us how terrible she felt that we had nowhere to stay, she offered a $50 credit or a room 40 minutes away. I just wonder how this happened. I definitely can't trust hotels.com anymore and would advise others to book hotels in a different way. It was a nightmare that didn't get taken care of well at all. I feel like so much more should have been done and this never should have happened. Incidentally, one of my daughter's teammates got a room at our original hotel by just walking in shortly before we arrived. Terrible.

Found red roof inn booked on your site. It was located in rolling park Baltimore Maryland. The room was disgusting stains on bedding. Bathroom door dont shut. Vanity is broken in bathroom. Vanity is filthy. Bed uncomfortable. Blinds dont shut. This place is filthy the pics on your page do not go with what the property looks like. This place is awful. I have had good experiences with hotels.com but this is the worst. If you need further information [protected]@yahoo.com

Property was red roof inn rolland park Baltimore Maryland

Dear hotels.com,

We have booked a hotel room with balkony at the blugreen vacation the soundings, ascend resort collection - dennis port from 11. July 2018 to july 18, 2018. Reservation no. [protected].

We got a room with no balkony. Instead we can view a parking lot from three windows.in addition, we overlook a corridor to the elevator from another window. Outside bedroom no. 1 is placed 7 ventilation engines. Outside bedroom no. 2 is placed 4 ventilation engines. These ventilation engines turn on and off at different times and have levels of noise which keeps you awake at night.

We immediately complained to the hotel and the receptionist (zac) promised to re-book us to another room on friday 13. July 2018. On july 12 the manager (of zac) refused to move us to the room we had been promised (and in fact ordered).

Please help out urgently or refund this stay.

Best regards,

Reservation [protected]

I recently stayed on june 27th at an econolodge hotel in redgranite wisconsin. I made the reservation online for $74/room (2 rooms 2 people) per night (1 night only) and when it came time to pay for them I entered my credit card number the first time and it said they could not process it. So I started all over paid for it again and that time it worked. And then receive two emails with two different confirmation numbers. I waited until I got there and explained it to the hotel owner and he did not give a rat's [censored] about the double booking/ two different confirmation numbers. I spoke with two different people about this and they said they would look into it and send it for review, I have not heard anything back and I want my refund for $156. 14. This is bad business practice and very unfair.

On July 1st, 2018 I booked a room at the Ridgeline Hotel in Estes Park Colorado for one night 7/2/18 for myself and my wife. The receipt for $109.04 which I received from Hotels.com is different from the $274.96 my credit card was charged. After a dozen conversations and hours of my time I have given up on a clear explanation. There was a severe language barrier since I only speak English. And if I don't pay the extra $ 165.92, it goes to collections and my credit suffers.
But the real kicker is I have already sent in the Hotels.com satisfaction email with the highest rating I could give. Good by Hotels.com!

To book hundreds of hotels per year and receive the service I received this week is disgraceful. I have tried to get my free nights unlocked for 9 days now and no one is capable of doing this. I even spoke with a supervisor (after calling back twice, as they wont let you hold for any management). She said she had no authority to unlock free nights even after acknowledging I had been waiting for a full week. She was also informed that with every attempt I was told that it would be 72 hours for the nights to be unlocked... After a full week of waiting, the supervisor then said it would be another 72 hours. I still have no nights unlocked and it is astonishing any of these people still have jobs. I am almost certain there are no supervisors at this call center in Baguio and they simply pass the phone around to whoever they choose is the supervisor that day. It is the worst customer service I have ever received and I am in the event planning/marketing field.

Just so we are clear.. I called 9 days ago and was told it would be up to 72 hours, then called again 3 days later and told the same thing.. then called again when it had been a total of 7 days and still told to wait 72 hours by a supervisor who had no authority to do anything. On day nine, I am still unable to book hotel rooms.

Account: [protected]@brewco.com

Felt very rushed booking my reservation for a hotel in Kingston Ontario last minute and I was not told I was paying in US $ when I saw the debit on my credit card I paid an addition 40$ for the room than I was expecting I was not informed air con was out of service or that the pool was not heated! Very disappointed and will not use this service again.

I booked many hotels with Hotels.com, but there was a booking under my bookings that was not mine, it wasn't even for the dates that I needed, they refused to refund the money, and they cancelled the booking without informing me, and they did not want to refund me for the $1350 dollars that they took of my credit card.
I have contact hotels.com, but they don't care nor do they want to help.

A situation occurred when checking in with my boyfriend being over charged on his credit card. The balance on the room was $237.00 and the resort charged him $389.00 plus $400.00. They continued to swipe his card so much that the bank blocked his card and they had an $800 hold on his funds from the resort. As he continued to ask why were they were charging him so much the front desk clerk told him that they didn't. He called his bank and they let him know his many times they swiped his card (which was like 6 times) and they blocked the card for security purposes. The front desk manager was called out and she became very rude and attempted to embarrass him even though they were in the wrong. I ended up using my credit card so that we were able to check in. They put a $400 hold on my card which was suppose to be for $100 per night for incidentals and the remaining balance of the resort which still didn't calculate out correctly. My boyfriend called corporate and they told him that he was over charged and that they will send notification to the front desk. Upon checking out, I reviewed the receipt and it stated that his card will be charged $237 which was correct. In return I asked about the $400 hold on my credit card and I was told that they will not be charging my card and the funds will be released. I checked my card and I was chargef for the $237.00 for the room and $800 is still on hold in my boyfriends bank account. Very frustrating and unprofessional on their behalf.

I had booked for several days while my husband was in the hospital. He was having difficulty & had to be moved to ICU. I called the hotel, told them I was going to be unable to come over to check-in, but I still needed to the keep the room for my week. I told them I knew I would charged for the night I didn't show, but that was fine. The clerk said they had my card on file, so it would just be charged to that until I was able to come over to check in. When I checked in the phone didn't work, there was no stopper in bathtub so I could take a bath. Reported twice, but nothing ever happened. Two nights when I got to the room I had no bath towels & the next, no wash rags. You rolled to the center on the bed, because it sunk in the middle. I ended up having to extend by stay & I knew the price would increase. When I went to check out, instead of the $85 I was supposed to have been charged for the 1st week, they charged me $139. I showed them my Hotels confirmation and they kept saying, leave us a phone number we will find your sign in paper and call you. I told them everything should be in their computer and they finally got a manager. He looked and said, " You were put in the computer as a "No Show", so when you finally checked in, you were considered a "walk-in" and that's the price. My son was sitting right by me when I called them and could hear everything that was said on the phone. The mgr said, you didn't book thru us, so this is between you & Hotels.Com.
Even though he claimed I was marked a "no show" I was still charged the 139 price.

I contacted Hotels.Com and was told basically...it's not our problem. We can't make the hotel honor the price quoted. No one wants to take responsibility for this issue & it's not right. As far as I'm concerned Hotels.Com should see to the price in my reservation is honored, but won't. The hotel manager basically could have cared less they were over-charging and not honoring my quoted price.

I would like to have the difference of the over-charge refunded to my credit card.

What a shame neither of these places take ownership of unfair issues like this.

Hotels.com confirmation number [protected]

Check-in Saturday, May 26, 2018 (3 PM)

Check-out Friday, June 1, 2018 (11 AM)

Your stay 6 nights, 1 room

Cancellation policy See cancellation policy below
Amount to pay at hotel in the local currency $561.12

Linda K. Jander

[protected]@aol.com

I spoke with alleged Supv JC and Agent Jason who both were extremely unhelpful and did nothing to get me into my room. I spent an hour in the lobby on hold while they did nothing to pay the hotel for which I had already paid hotels.com for. I will never use hotels.com ever again for their extreme laziness and disregard to my time and personal respect.