Hotels.com

I was asked to leave my hotel in Lisbon at 11.30pm and made homeless after travelling from the UK. The hotel made a business decision to re-sell my room although i had a confirmation. I spoke for hours with the live chat operator on hotels.com and was told it was a decision made by the hotel and their was nothing they could do. Hotels.com don't care if you arrive at your hotel and they throw you on the street at near midnight.

if you have a confirmation- you are not obligated to do anything other than arrive

my original complain to hotels.com:

we booked a room called Suite at House São Bento Guesthouse - Lisbon. I was contacted by the hotel asking what time we will arrive to which i responded saying approx 8pm. I received no reply and assumed all would be OK. We arrived at the hotel and nobody was there to let us in? we were able to access the building as we had friends also staying. inside the hotel there is approx 10-15 rooms and all were closed except a room with Suite next to the door, other people told us that when people arrive after 6pm they leave the door open for people arriving with the keys next to their room so we assumed it was our room. We rang the phone numbers at reception and left whatsapp messages to no response. after showering etc, just as we were leaving at 10pm to meet friends waiting for us in barrio alto.. another couple arrived at the hotel and they were confused as there was no room for them as they were expecting. we could have easily left them in the lurch and gone out but we stayed and eventually got hold of Pedro from the hotel who's number we had been calling earlier. Pedro stated he would be their in 15 minutes and did not arrive for 30 then said he was still 15 minutes away. after almost an hour of waiting at 11pm Pedro arrived confused. He made a number of calls to colleagues to tell me that the number provided by Hotels.com had been rang that day and they had spoken to someone who denied having a booking. Pedro claimed that House Sao Bento then relisted our room and accepted another booking. I then showed Pedro my hotels.com account which had my correct number on it. This is disgraceful.
I do not care if you are given the wrong phone number.. I had a hotel confirmation that i was relying on after 7 hours of travelling including delayed flights. We relied on this room, we had no contact from House Sao Bento to say that had tried to call me, yet they were happy to email me before asking about arrival times. This was now 11.30pm on a Saturday night, we were tired and told we were homeless and had to pack our things and leave the hotel.
Given the circumstances we were very unhappy and expressed a huge amount of anger towards House Sao bento. There response was to send us to another hotel. I explicitly asked a number of times how much the other hotel would cost and where was it? Pedro reassured me that it was in the same neighbourhood ‘just around the corner' and includes breakfast, after many times of asking Pedro stated our stay would only cost 20 euros more. We then got a taxi to the new hotel which was not that close meaning we were much further out of town and could not walk into the centre. Our fee for House Sao Bento was 75 euros per night so we were expecting the new hotel to be a little more. Upon arrival we were told no booking was made and the cost would be 150 euros per night without breakfast. Given it was two minutes to midnight we had no choice and coughed up the money.

It occurred on: 29/06/2019

This meant that angry, let down, lied to, ignored, ushered out of the hotel, treated like excess baggage

i want to know what Hotels.com think should happen. I am disgusted by the idea that a hotel can make a phone call, speak to someone who denies a booking and then re-book the room with no further contact. then lie to us about another hotel price.

I made a reservation through hotels.com. The hotel with the reservation said there is not room and refused to honor the hotels.com reservation. I spoke to hotels.com rep for 2 hours. He didn't resolve the issue, I am standing on the street without a room and they are still charging me the money.

I cannot understand, I am suffering. They are not giving me a room and still taking money from me.

Here is the reservation number - [protected]

Why would you produce a commercial depicting a male and female couple in a bathroom together with the female in the bathtub and the male sitting on a toilet a few inches from the tub with his pants and underware around his ankles? Not a good look for your company. Really a disgusting embarrassment. Wouldn't you think? Not going to use your company ever

I booked a one night stay at the Old Palace Lodge Hotel, Dunstable, Bedfordshire LU5 4RT, through Hotels.com on the 11 June 2019 at one price, £108.01, pre-paid but fully refundable under the terms of the booking prior to the stay, and also subject to the company's own price guarantee. While I did use the booking, at check-out the hotel in question gave me an invoice for just £96.26, adding that was the price I should have been charged. When I raised the discrepancy with Hotels.com directly today (8 July @11:50am BST), I was dealt with by an extremely rude Agent and Manager (known as Nadia A), who refused to provide a refund to my credit card for the difference. The call was timed @11:50 (call made to telephone number [protected]) and Nadia was not only very unhelpful, but also very patronising and refused to provide any information on the complaints, disputes or escalation procedures that Hotels.com operates. She offered no credible explanation for the discrepancy, and while she did offer to provide a 'credit' to my Hotels.com profile, as it is very unlikely that I would ever use their service again, this was a hollow gesture, so request again a refund of the difference (£15.75) direct to my original credit card used for the booking and an apology for the extremely poor customer service provided by the Agent and Nadia A to resolve this matter.

Hotels.com offered to download iphone/ipad app, and at the check out they offered 5% discount, which was $9.00 and this would void the collect night. This is a scam. Who would take $9.00 and lose a reward night being collected? I reached out to customer service, they agreed this is not worth it, but this is a policy, and they cannot do anything. I requested my message to be sent to management, the CS said they do not have access to management. I paid $500 for 2 nights, and the discount was $10 using ipad apps, and I did not get my reward night being collected. As management of hotels.com, would you take $9.00 discount and lose a collect night? Ask yourself. This is not a honest business practice. This is a scam.

I booked adaçayı hotel in bozcaada turkey for 4 nights in july. After 2 weeks ı had to change my plans and cancelled it. It has now been over a month! Almost 40 days now! I still have no refund! Many times ı called, e mailed ! Sent my bank account details for the past month! Still nothing!

Never ever again with you! Never wth hotels.com again!

[protected] is my reservation number!

I'm writing everywhere! This company has been using my money! I cannot pay my bills because of you! Shame shame shame on you!

Never ever again!

İpek Saltoğlu
İstanbul
Turkey

I had a reservation that I completed a month ago. Yesterday on the 4th of July this reservation was canceled, points were removed and I was sent an email. I have a reservation today and I only discovered the deleted past reservations by char king on today's. I called customer service and after customer service called the hotel from the post reservation and confirming the amount did they replace the deleted points. I find it disturbing that it took me calling to get this done when all they had to do was call the hotel and confirm my stay before deleting my points. It seems as if this company is determined to NOT honor their responsibilities with no remorse. Once I get enough nights to get a free one, I will no longer use this service. My trust has been shaken.

I received a refund of £40 and £36 seperately from Hotels.com which was in line with the hotels refund of 50% in Berlin.
I tried using the codes and would not work, I complained through their complaints channel many many times over the 12 months, I tried again and I received a reply! However it was to tell me I was out of the 12 months!
I complained to resolver and all Hotels.com does is reply to stall the resolution and is an insult to receive a reply stating either they are looking into it (and then don't) or a list of phone numbers that I already called and didnt get through! I am so upset and disgusted and would like them to redeem itself, all this was for £76 in total. and compensation for all the upset and time trying to resolve this!

Clearly requested a dog accommodated room on 7/2 via telephone for 7/4 thru 7/7 stay. Was given the associated fees to be charged upon arrival at hotel. Received email confirmation with no indication of our dog staying with us. Called both Hotels.com and the hotel itself, only to be told all pet accommodated rooms were all BOOKED! Spent the entire day today prior to our arrival tomorrow calling both parties for a resolution. Was told to "board my dog elsewhere or leave her home". Called Hotels.com and was given the run around, transferred from one person to another, and then BACK to the Hotel! When I finally reached the hotel manager, after he told me in the morning he'd help me, 6 hours later I CALLED HIM. He told me he "found" me a pet room. When I asked for an email confirmation with this information, he told me he wouldn't do that, and "I should trust him"! So I should have packed up my family and driven 3 hours "trusting" that a room would be available to us? Needless to say we had to cancel our plans, and they had the nerve to charge me a one night cancellation fee of $257.99! Called Hotels.com AGAIN for a resolution and refund, ONLY TO BE PUT ON A20 MINUTE HOLD, AND THEN TRANSFERRED BACK TO THE HOTEL. HOTELS.COM error all along. And try getting the same person or even a NAME to call back to refer to. Ruined my weekend plans. I have already lodged a complaint with the BBB, against BOTH Hotels.com and the hotel itself. Total ripoff

This has been the worst experience of my life with a hotel reservation, ever. I booked a room at the queen elizabeth hotel for Friday 28th June, a surprise for my husband's birthday. When we arrived at check in at 1930 I was told ‘there is no booking in your name and we don't have a room for you'

I showed them my confirmation email, reservation number [protected] with payment made in full for $115 to hotels.com. Nothing could convince them I should have a room and I was told to call hotels.com.

I was at reception for almost an hour trying to speak to hotels.com and the hotel to fix this, I was distraught, crying, extremely upset to the point my husband went to sit somewhere else as he couldn't calm me down.

In the end the hotel gave us s room by 2030 but our night was ruined and we didn't do anything for his birthday.

I've never used hotels.com I always use booking.com I don't know how on earth this could have happened but I want a full explanation. I will be writing public reviews of this awful and unprofessional company.

My name: hannah Haikal
Email: h.[protected]@hotmail.co.uk
Number: +[protected]

I booked a hotel room with hotels.com and I got a charge from them and the hotel themselves. I noticed that hotels.com was $231.00 more than the actual hotel. When I tried to get a refund because they say they have the lowest price all they kept saying was they were the lowest price at the time. I explained to them that I had the charge from them and the charge from the hotel within an hour. The customer service people stated that they could give me a refund and then told me it was a typo. I have included the conversation where she typed out "can issues a refund" Then when I pointed out that they can she said typo.

Totally understand that you'd want to have the lowest possible rate for your booking. We'd like to inform you that we pre-negotiate certain room rates with hotel suppliers to facilitate the booking of reservations on your behalf. The room rate displayed on the website/confirmation email is a combination of the pre-negotiated room rate for rooms reserved and the facilitation fee retained by http://Hotels.com to compensate us for our services.

Hotel pricing and availability are always subject to change. It is possible the price that the hotel charged you is the going rate now, and not what it was prior. Rest assured you paid the lowest price available at the time of booking. For that reason, we can issue any refunds for the difference of the rates. Hope for your kind understanding on this matter.

So you can issue a refund according to your last paragraph. I find that the lowest rate is not accurate due to the fact that they charged the card the same night y'all did. I will keep this in mind and will probably not use y'all again if a refund can not be done even though you said it can be in the last paragraph

Horrible experience with hotels.com and costly. I unfortunately booked the wrong hotel originally. I had the the option to cancel unaware of the "non-refundable" policy. I was told a different story each time I called. First time I was told if I cancelled in less then 24 hrs I'd be funded 3 three days. I also called the original hotel they told me they didn't receive a reservation nor payment. Both were lies. I was charged fought it. Hotels.com charged me twice for 2 nights at 2 different hotels. Even though I got a cancellation email confirming that my original reservation was cancelled. Obviously it was a worthless email. Was charged anyway. The original hotel was Bonita Beach Hotel in Ocean City Maryland. That should have been cancelled. The second reservation was made at princess bay side beach hotel in Ocean City Maryland. Upon my arrival during check-in I was told I only paid part of the reservation and I still owed $300. I was originally charge for both nights. So now I have been charged for two hotels for two nights each. Now you want to charge me additional $300 on top of it after you are he charge me for two nights the at Princess Bay Hotel. To say I was livid was an understatement. I was told to wait until it had gotten straightened out I sat for 40 minutes in the lobby while other guests were being checked in. It was not handled very well and I wasn't offered anything for the inconvenience.

I was booked for 2 nights with my wife at Sarova Whitesands Beach Hotel at what was said to be best deal - $400 after being prompted to confirm my booking immediately as prices could increase. Whilst checking in I was astonished to find the price at the counter is $320. I have written to hotels.com demanding a refund of $80. I view this as marketing dishonesty. Awaiting response.

Sent from AJClaim of reimbursement
On Jan 19 -2019 I made a reservation on your website hotels.com (attached is reservation )

On arrival April 21 we were in chock ! we immediately complained in the hotel reception that the room did not hold the standard we expected, the woman in reception agreed that the pictures and description on Hotels.comdid not reflect reality, and it was only two (2) rooms in the entire hotel like the ones on the website( we did not get her name but she had a beautiful afro hair ) and she promised to talk to the manager, she did and on the morning of April 22 we talked to the manager name Joe, Joel, George who promised we could check out and have a refund as he also agreed the hotel /rooms hotel.com had sold to us was not in reality as expected! No bathrobes no luxury toilet amenities, no coffee/the machine, no safe in the room, we checked out as agreed and found another hotel, but we returned daily to make sure the refund was done but it's still not done.

Attached is some pictures from the room that show the standard .

We expect a full refund minus our first night, and the funds returned to my American express .

Sincerely

Anders Jonasson

Från: "Hotels.com Sverige"
Datum: 19 januari 2019 22:27:43 CET
Till:
Ämne: Hotels.coms bokningsbekräftelse 155124955596 - U Hotel Fifth Avenue - New York

Anders, din bokning är bekräftad och betald.
Dear Anders, your booking is guaranteed and all paid for.

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U Hotel Fifth Avenue
373 5th Ave,
New York,
10016,
NY,
US

+12122133388

Bekräftelsenummer från Hotels.com 155124955596

Checka in söndag den 21 april 2019 (15:00-24:00 lokal tid)
Check-in Sunday, April 21, 2019 (3 PM-midnight local time)

Checka ut lördag den 27 april 2019 (Före 12:00 lokal tid)
Check-out Saturday, April 27, 2019 (Before noon local time)

Din vistelse 6 nätter, 2 rum

Avbokningsregler Gratis avbokning t.o.m. 18.4.2019 15:00 (GMT-05:00)

Betalt belopp 32 071.08 SEK

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Hotelluppgifter
U Hotel Fifth Avenue
373 5th Ave, New York, 10016, NY, US
Telefon: +12122133388

Viktiga notiser Hotellet gör en kortreservation på USD 150 för bokningar där betalningen sker på hotellet istället för vid bokningstillfället. Kontakta boendet med kontaktuppgifterna i bokningsbekräftelsen om du vill ha mer information.

Krävs vid incheckning Kreditkorts- eller kontantbetalning av handpenning krävs

Statligt utfärdat id-kort med foto krävs

Lägsta ålder för incheckning är 18 år

Information om rummet
Rum 1 Rum - 1 kingsize-säng (Contemporary)

Anders Jonasson, 2 vuxna

Önskemål Icke rökare, King-size-säng

Faciliteter Gratis wi-fi

1 kingsize-säng

Internet - Gratis wi-fi

Underhållning - LCD-tv med kabelkanaler och betalfilmer

Mat och dryck - Te-/kaffebryggare

Sov gott - Kvalitetssängkläder

Badrum - Privat badrum med dusch, badrockar samt lyxtoalettartiklar

Praktiskt - Gratis lokalsamtal, värdeförvaringsskåp och gratis dagstidningar

Komfort - Luftkonditionering och daglig städning

Rökning förbjuden

Rum 2 Rum - 1 kingsize-säng (Contemporary)

Ronny Vidigsson, 2 vuxna

Önskemål Icke rökare, King-size-säng

Faciliteter Gratis wi-fi

1 kingsize-säng

Internet - Gratis wi-fi

Underhållning - LCD-tv med kabelkanaler och betalfilmer

Mat och dryck - Te-/kaffebryggare

Sov gott - Kvalitetssängkläder

Badrum - Privat badrum med dusch, badrockar samt lyxtoalettartiklar

Praktiskt - Gratis lokalsamtal, värdeförvaringsskåp och gratis dagstidningar

Komfort - Luftkonditionering och daglig städning

Rökning förbjuden

Betalningsinformation
Pris för rum 1 söndag den 21 april 2019 1 554.70 SEK
måndag den 22 april 2019 2 097.84 SEK
tisdag den 23 april 2019 2 640.97 SEK
onsdag den 24 april 2019 2 640.97 SEK
torsdag den 25 april 2019 2 437.30 SEK
fredag den 26 april 2019 2 437.30 SEK

Pris för rum 2 söndag den 21 april 2019 1 554.70 SEK
måndag den 22 april 2019 2 097.84 SEK
tisdag den 23 april 2019 2 640.97 SEK
onsdag den 24 april 2019 2 640.97 SEK
torsdag den 25 april 2019 2 437.30 SEK
fredag den 26 april 2019 2 437.30 SEK

Skatter och avgifter 4 452.92 SEK

Betalt totalbelopp 32 071.08 SEK

Betalt belopp 32 071.08 SEK

Inkluderar specialerbjudande: Spara 21 %

Tack för att du betalade med ditt AmericanExpress-kort som slutar på 1008. Den här bokningen är bekräftad.
Du kommer att vara tvungen att betala ytterligare avgifter som du ådrar dig under vistelsen direkt på hotellet i den lokala valutan.

Thank you for paying using your AmericanExpress ending in 1008. Your booking is guaranteed.
You'll need to pay any additional charges and fees incurred during your stay at the hotel in their local currency.

My husband booked a surprise trip for me through hotels.com and used his email so I wouldn't know about it. After the trip they wouldn't give us our reward night because he used his email bs mine even though we had all the proof that it was under my account. We were 1 night from a free stay. After we get our free night we will no longer book through them. They are to hard to reach and not flexible even to long time customers.

This the email I wrote to Hotels.com:
Greetings,

I booked a hotel room through Hotels.com and when I got to the hotel it was sold out. My confirmation number was [protected]. It has already been refunded, but my issue is that I spent money on a cab to/from Newark airport and want to be compensated for that because I never would have come to this hotel if there wasn't a room available! The taxi was $120 total.

My second issue that escalated is that I spent an infuriating amount of time with a customer service rep ("Cheryl") over chat with Hotels.com and she couldn't help me. Said there was no one to escalate this to. She was trying to solve a problem I didn't have. I had already called and received the refund for the hotel.

This is unacceptable. Incredibly frustrating, too, and a waste of time. Please let me know what you can do for me - perhaps a future hotel room credit or a $120 credit to my account.

Thank you,

I have used Hotels.com in the past and if you do not need to make a change then they can be a good option for finding a hotel quickly in an area you don't know. If you do need to make a change however they are a nightmare. Most changes cannot be made online and when I finally got someone on the phone today to make a change they canceled my entire reservation instead of the one night I was requesting. Rates have gone up 60% since my original booking and I'm left with very few options for the week of college move in. I asked to speak with someone higher up at Hotels.com and was told by the 2nd person I spoke to, who's English I could hardly understand, that there was nothing they could do and that there were no higher chains of command. Their customer service can only repeat the phrase that rates are subject to change.

I booked a hotel and paid for free cancellation

I cancelled the hotel booking on 4 June, the hotel booking was for 7 June

Hotel, com have confirmed that they did not send the cancellation email to the hotel. Therefore the hotel have billed me on 7 june !

I have now message twice and rang once and on 3 occasions been told that someone will process the refund, but it has still not been processed.

I will incur interest on my credit card if the balance is not paid in full by the due date which is going to happen should you not make the refund. I expect hotel.comto sort this ASAP as these was there error not sending the cancelation to the hotel

Booking ref was [protected]
name Rebecca Holland
telephone [protected]
becky.[protected]@gmail.com
If someone doesn't resolved by Monday ill call my credit card and dispute the transaction !

I have to complain about the"Captain Obvious" advert for Hotels.com.
I last saw it at 9.35p.m Sunday16th June 2019 on Channel 4 but have seen it at other times, supper/meal times which considering th content is ill advised.
It shows a Man on a lavatory whilst his partner is taking a bath.
Said partner is seen"waving" away the obvious odour!
The Man then reaches around to wipe !
What possessed the ad agency to allow this disgusting idea from a copywriter to'air'?
My family and I agreed on seeing it on the above date that enough is enough hence this complaint.
Absolutely appalling, remove it please.
Regards
Julie-Ann Middup

Hotels.com and their parent Expedia Group have TERRIBLE service.

No one in the US answers the phone at either Corp office and although they allowed me to make 2 reservations, they never submitted the 2nd cancelation and had the WRONG cancelation date published on their site. Falsely represented the company — did not cancel the reservation — and then WOULD NOT DO ANYTHING to fix. They hotel charged me for both reservations.

Hotels.com most senior manager - ya right, read another condescending line from your book again - in the Philippines lied and said he contacted the property to see if they could process a refund which is a blatant false statement. The property was never contacted and after I contacted them personally - again, this was their error, not mine - they confirmed that they were never contacted.

I requested a CALL from each service submission and never did I receive a call. I only received a dismissive email from Expedia corporate with no proof that Hotels.com did anything that they said they did.

Do not use a third party service like this. Ever! Horrible service.

Oh - and I confided in the rep why I needed the hotel and they were so disgustingly cold to my admission of cancer and recent surgery. Gross robots for an even more gross company. Puke!