CB Travel and Vacations Hotels.com Complaints #2-21

Hotels.com review: Hotel booking on wrong day

Jjames99 of US

Jul 06, 2026 8:13 pm UTC

Verified customer

Featured review

Would give 0 stars if I could.

I went out town to Chicago in which all hotels were booked, so I went online trying to find a hotel available.
Hotels.com is what I ended up using stupid of me.
I put in my filters like “1 person, Chicago Libertyville, for Saturday 27th into 28th.”
Hotels.com then shows me multiple hotels so I select one that was reasonable priced.
Website never says anything about limited availability or issues with hotel room.
So I pay.
Next thing you know I’m getting an email for the 28th into the 29th, my money taken from my account.
I immediately contact IHG who was the owner for the hotel I booked and they said I must reach out to hotels.com, so I do.
They tell me they must request permission to waive the refund fee from the hotels back hand team or something but couldn’t get ahold of them. I then get spun through a loop for 2-3 days.

I get in contact with an IHG manger who then says that they have approved my refund but now I have hotels.com denying my refund; I now have two conflicting sides.
As well as me earlier GOING INTO the hotel and the manager saying he even did a cancel and same day refund for another customer.

I have reported this to the BBB, and to no avail have they solved the issue, instead they want to put the blame on everyone else and say the same things over and over, and even more so they have been using premade templates, not even a real person reading and responding to my complaints.
It is very hard getting ahold of someone, doesn’t recognize my reference number, or my phone number.
When you do finally get ahold of someone they have the strongest accent ever and is so hard to understand them.
This business is nothing but money hungry and will hire oversees call reps and do everything they can to keep your money.

I am a photographer who does frequent travel, and has done business with several companies and sites.
I will never be using this service again and will advise all my peers to steer clear.

Claimed loss: 135.41$

Desired outcome: I would like a refund for a service that was never served.

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28%
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userexperience@hotels.com

100%
Confidence score: 100%

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Hotels.com address

5400 LBJ Freeway, Suite 500, Dallas, Texas, 75240, United States

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Jul 08, 2026
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