Hotels.com
reviews and complaints

Went to Marriott in Troy MI to check in and Nada at the front desk was useless. I had a reservation made at my Marriott not at a third party and I told her that the rooms were wrong and she had two rooms with queen beds. I told her I called Marriott and they told me that the king room had to be prepaid for a rate of $124 plus tax and the two queen beds would be $169. I told her I had a king room and a double room reservation. She said she would fix it but said she couldn't tell me the rate. I kept on asking her to explain how she could help me if she couldn't give me the rate. I said maybe we could get a supervisor to help and she said she's at lunch I am now the supervisor I said again how can you help me if you can't tell me the rate and then she said because of my attitude that I would have to leave the hotel. Now if you want to have someone like this take care of you then good luck. I left the hotel and called Marriott directly to tell them what was going on and then they said that reservation was canceled by guess who Nada at the front desk. I have stayed at 3 Marriotts this week but no longer. I went next door to the Hilton who were very friendly offered me a bottled water and the Hotel was in walking distance to many restaurants. If you want to stay somewhere in Troy don't make it Marriott the service and the location of the Hilton and Hampton Inn would be a much better choice!

We arrived at the Globe and Crown in Yeovil on 27th May only to find that the hotel had been closed for some time. So we were left stranded on the holiday we had been looking forward too. I could not get any answer from the telephone number provided being +[protected] and have also been unable to contact any non-virtual representative at Hotels.com. When I type in my booking reference number being: [protected] your virtual help tells me this number can not be traced yet I have it all printed out on paper which I took with me.

Please can you tell me what happened to this booking which no appears not to exist? Thanking you.

If there is no issues, this company is ok I’ve been a customer for years so it’s disappointing as when there is an issue it’s taken months of bouncing around and still not resolved. The telephone operator made a mistake when altering our booking and removed breakfast. I picked it up and they apologies and advised me buy breakfast and they would refund the full amount (confirmed over the phone and in writing ). But after my travels and providing the invoice for a refund of $510, It’s been bouncing around and no one can assist, or has no records and 2 month later still following up trying to speak to a supervise. Raised so many support calls and explained it so many times to the support team so it’s very frustrating. The supervisor calls back at 3am. So this company has lost me as a customer and is not worth the rewards nights go straight to the hotels.

I made a reservation to the Park West Inn in Augusta, Georgia. I paid exactly $213.33 for a four day, three night stay. So after a 15+ hour drive, I get to the hotel to check in only for the front desk to tell me that Hotels.com only paid $38 “special rate” to the hotel for my stay, that they don’t take third-party special rates and that Hotels.com was supposed to call me. But the thing is that there was no special rate. I paid what I paid and now I’m only receiving a partial refund.

Booked hotel at Gatwick airport for overnight stay with early morning flight next morning. Due to flights changing which is frequent in the current environment (post pandemic) I could only change the hotel booking by canceling when using a Tesco voucher. Cancelled as instructed and then Hotel.com refused to credit back the voucher (£165) to use again to rebook as against policy but following through a process as instructed. Total lack of cooperation from customer services with typical text book reply of quoting policy without looking and understanding whole picture and checking facts by advising that Hotel.com never issue credit vouchers which is not correct, will be recommending to Tesco that Hotel.com is removed from being a rewards partner from immediate effect unless this is resolved as requested which is not unreasonable as a customer.

Bought 2 $100 gift cards in 2018 which I had merged into one but never got to use it due to the pandemic. May 2022, I tried booking for a hotel in Singapore but there was nowhere where I can use the gift card whether I book through the app or on the website. I decided to checked the card balance online, it can't find my card. I tried calling their Philippine hotline but it cannot be reached.

I recently stayed in a Marriott hotel and they had mobile check in with keyless entry for rooms. You do not even have to stop at the front desk to check in - after the HORROR that took place in Las Vegas several years ago it is incomprehensible that this is allowed.

Dear Sir / Madam,

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

The issue that I have experienced was: I had to cancel my stay due to illness. I have requested a refund 4 days before I was due at the hotel via messaging system on your app. I have also contacted the hotel itself. They have agreed to look into the refund and proceed as long as they get a request from the agency (hotels.com). I have contacted you again via phone asking to contact the hotel, which you did call on same day. Unfortunately you did not follow up with the hotel in writing. You left it until the day I was due at the hotel and it was too late. Therefore I’m requesting a credit on the account from you or a full refund to my payment method.

Also customer service has been absolutely unacceptable for past weeks.

I cannot get hold of anyone to discuss and you are very slow at responding to my requests.

I find it very unprofessional for such big company.

It occurred on or around: 05/04/2022

This meant that I have lost £437.88 for the booking and lots of time and ££ trying to contact customer service.

I am hoping you will look into this and fully refund my booking. I have been a gold member for years.

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 to this email address.

Yours faithfully,

Ewa Wojtczak

Booking Reference [protected]

Cancellation refund

Was able to reserve and pay for the room with a Hotels.com gift card but yet they canceled it hour later so they were on able to verify or validate the payment method i’ve dealt with this on numerous occasions this has happened probably about 20 times in the past four months and it’s getting to be a bit ridiculous you buy a hotel.com gift card you think they would be able to validate their own gift card but yet they still don’t you end up going to a room thinking you have a room and you don’t when you get there it’s embarrassing that mention the fact very stressful and frustrating and then they tell you will call you in two or three hours but yet they never call you they never contact you they never fix the problem the issue you another gift card only get the E gift card and it doesn’t work either no matter if you start a new account have a new phone number not what you do you can’t use it and it’s insane

It has been 3 months of calling to get a refund. Still no refund. The worst company I have ever delt with. Will never use this company again

Booked a room in Charlotte NC for a concert more than a month in advance, was notified 2 days before travel, that the hotel would not honor Hotels.com bookings. Mind you I paid in full, and Hotels.com took my funds immediately.

There were 2 high profile concerts in Charlotte that night, and rooms were scarce. They tried to re book me, but the options near the venue were in very sketchy hotels (1 star, half star).

They canceled my reservation, and I had to book another room, on the other side of the city. It was 60% higher than what I had paid a month earlier.

They were to refund me the original amount in 7 days. Its been more than 2 weeks and still no refund.

I have called 6 times and get the run around each time. Plus, they REFUSE to escalate me to a manager.

This is an absolute joke of a system. Beware.

I made reservations on Tuesday May 3rd for the Hilton Garden hotel in Sacramento for a check on May 7th. I showed up on May 7th and the hotel told me they never received my reservations. I then spent time to contact hotels.com to call the hotel to confirm my reservations. After about 30mins or so the hotel told me they didn’t have any rooms and they were sold out. I had my 3kids in the car waiting at 10 o’clock at night waiting to go to sleep.

This was very unacceptable and very frustrating having to deal with this.

I was offered a refund but not sure if that was done. I would like more than just a credit for all this work I had to do. I didn’t have to spend my night having to contact hotels.com about a reservation that should have been done days ago.

I booked 2 rooms I found them 30 plus dollars cheaper they found ever reason not to price match! I will never use hotel.com again! Agents are VERY rude! NEVER AGAIN!

I have a hotels.com gift card for $100 that I made a booking with last November 2021 at Residence Inn in Temecula Ca . I later canceled the booking and assumed the funds would be returned to the card , I have called the hotels .com customer service # about 10 times in the last few days . No one can reinstate the funds to the card or send me a new card electronically, when I try to make a booking with it it says inactive. The customer service tells me to call Cashstar and then they tell me to call Hotels.com . Maybe the new card was sent to my junk mail and got deleted, but I haven’t used the funds so I don’t know how to retrieve the amount . The confirmation number is [protected] .The gift card # is [protected] . My name is Paul Gilbert [protected]@ yahoo.com Mobile # [protected]

I booked a hotel for 9th April via the Hotels.com app. This was the Merchants Hotel in Manchester, confirmation number [protected]. This was 1 room, for 2 adults at £80. I selected pay at the hotel. On Tuesday 29th March I was sent an e-mail from Hotels.com stating a hotel had sent me a message. This was from the Merchants hotel stating they had cancelled my reservation as they were unable to take payment. Something which they should not have tried to do as pay at the room was selected when booking.

I was unable to rebook the accommodation and went on to book elsewhere.

On the 9th April the Merchants hotel were able to charge my card £200. I did not authorise Hotels.com to pass on my card details and was shocked to find that this hotel were able to take any sum of money from my account without any authorisation or notice.

Hotels.com have since refunded my money, having had to chase them via phone, e-mail and eventually Twitter to get a response. I have since been chasing to get an explanation to why my full card details were sent to a hotel for them to use and take whatever amount of money they like from my account. I have been promised a call back from a manager over 5 times now, which has yet to materialise. They have told me since they have refunded my money they believe the complaint to be resolved.

We booked 4 nights with Scandic Hotel in Copenhagen and then Pandemic / Covid started so we could not travel as Denmark before Britain went into a lockdown. These restrictions were in place... when these rstrictions relaxed, we wanted to book but the restrictions kept getting tighter again... not fault of my own.. we all have our own lives and plans...my sister in law passed away with cancer a couple months ago...so this has put also a strain when we were available to spend the well deserved break in Copenhagen... When contacting the Hotel, they have now turned around that long time have passed and they no longer honour the booking..?

Although they have had the money upfront for a date that we were not able to travel due to the restrictions imposed by Denmark etc...then Britain etc...

No understanding or simpathy from the Hotel...

All we wanted is to have a few days in a beautiful city and forget about our recent past which was quiet challenging...

I booked a 3 night stay with hotels.com for econo lodge, noting, it had a free cancellation policy, fully refundable when I chose my hotel. But when I cancelled I received a message I would not be refunded, and had to file a claim through insurance, which I purchased as well to be safe. According to hotels.com there is a cancellation fee 100% the cost of booking by, econo lodge. So I called econo lodge, they had no reservation on file or history, they said they did usually refund and if I wasn’t refunded, it was because of hotels.com. They never had my reservation! I then got an email from hotels.com stating the hotel refuses to refund. I spent 2 days on the phone trying to get an answer as to why I could not be refunded when it clearly states when you look on their site cancelled booking can be refunded and free cancellation. I couldn’t change my booking so I cancelled within the appropriate time frame, still got the run around. And waited 3 weeks to hear from the insurance that the insurance does not cover the trip cancellation. So 293$ down the drain, for a hotel booking that never got reserved! It’s a scam and the site lies. as shown in screenshots below.

I booked a hotel stay. On the booking screen, I was applying my 1-day credit to my booking. The total showed on the just over 425 dollars. I booked the stay and then checked my email and was charged over 500 dollars for the stay. They didn't apply the discount that was on screen when the booking was made. They then refused to credit my account the amount that was promised. They said I would need to cancel and rebook again to get the discount knowing that it was not an option because the credit would take 7 to 10 days. It is fraud to show one amount and charge another amount. This money is owed to me.

date happened : 04/14/2022

incident on what happened : first off I'mma start by saying I'm in my room laying on the bed I feel something crawl on me I get up to turned the light I didn't see anything so I turned my flashlight on off my phone to see that what was crawling on me was a bed bug so i hurried up and got off the bed but before that happened I have all the lights off still at this moment I see a rat run into the bathroom after that I left out the room and left my room I didn't even want to be there no more I am very unsatisfied with my stay at the hotel then when I go to the front office at like 4:00 in the morning Don't nobody come to the window I will not recommend this hotel for anybody at all

Hotels.com took my booking and took £188.00 payment for 2 nights accommodation dated 29/03 & 30/03. Reservation confirmation [protected] Hotel name RADYR PLACE APARTMENTS in Cardiff UK.

Upon arrival to address, told to call +[protected], number does not exist. No reception desk or anything else to contact.

Upon speaking with residents locally, we were told this is a scam.

Hotels.com on line help, calls the number and gets stuck in a loop as it can't contact the accommodation.

I then have to pay for alternate lodging elsewhere.

I check 2 days later after receiving lame email saying hotels.com do not offer refunds and the hotel is temporarily unavailable on the web site.

Emailed complaint to Hotels.com, still no response.

Check hotels.com website today and the hotel is back on the bookable list.