Hotels.com
reviews and complaints

I had booked 2 rooms for May 15-116 ( total $324.50) Due to COVID 19 we were unable to go, I cancelled well in advance. When I called they REFUSED refund saying they never refund any circumstance. The hotel called me on May 16 asking when we were arriving ( we actually would have been checked out at that point. When I called them they said they could not do anything because we went through Hotels, com

We booked the hotel below, and due to covid 19 we are not allowed to go, the hotel is closed and we cannot go into wales from England, we booked for 13th June 2020 for 2 nights for 4 people.
I asked for replacement date for next year, and it took too long to come back with an answer, so we have made alternative arrangements for a holiday for the dates in 2021, I have asked for a refund of £295.98 this is the total cost of 2 rooms. because we cannot go next year, I received an email from the hotel.com to say we could cancel, I have also had a long conversation on line which I have the full statements made, I was online for 1 .5 hour before I got an answer, we paid cash and we have been offered a voucher which is no good to us, can I get the money back somehow.?

from hotel.com
Hi Graham,

Thanks for your continued patience.

We received an email from Mercure Cardiff North Hotel and they've approved free cancellation. Should you wish to proceed with the cancellation, you call us at [protected] / +[protected] or chat us through https://contact.hotels.com/en-gb/#/chat/initialize?product=Hotels%20%26%20Vacation%20Rentals&category=Billing%20%26%20refunds#chat/initialize for real time assistance. As we're unable to make changes via email due to system limitations.

Hope to hear from you soon.

Regards,
Dax D.
Customer Support Specialist
Hotels.com

on line talk
Hotels .com
Couldn't connect. We'll keep retrying, or you can try now.
28 MAY 2020, 8:26 PM
Hi, I'm your Virtual Agent 👋 How can I help?

I can quickly check on your refund status, cancel your trip, and more. What would you like to do?

Get refund status

Refunds are taking longer than normal. We apologize for any wait and appreciate your patience! Keep going for details.

First, what's your email address for this booking?

sandra.[censored][protected]@yahoo.com

Now, please tell me your confirmation number.

[protected]

I didn't find any refunds. You may be getting a coupon, supplier credit, or reward points back instead.

What would you like to do next?

Contact an agent

Your estimated wait time is about 17 minutes. Would you like to continue?

Continue

Help is on the way! An agent will say hello in about 17 minutes.

hi I have received this email, which says I can have a refund: We received an email from Mercure Cardiff North Hotel and they've approved free cancellation. Should you wish to proceed with the cancellation, you call us at [protected] / +[protected] or chat us through https://contact.hotels.com/en-gb/#/chat/initialize?product=Hotels%20%26%20Vacation%20Rentals&category=Billing%20%26%20refunds#chat/initialize for real time assistance. As we're unable to make changes via email due to system limitations.

Hope to hear from you soon.

Regards,
Dax D.
Customer Support Specialist
Hotels.com

hi

Yolvir

Hi, how may I help you today?

Hi I require a full refund please.

hi I have received this email, which says I can have a refund: We received an email from Mercure Cardiff North Hotel and they've approved free cancellation. Should you wish to proceed with the cancellation, you call us at [protected] / +[protected] or chat us through https://contact.hotels.com/en-gb/#/chat/initialize?product=Hotels%20%26%20Vacation%20Rentals&category=Billing%20%26%20refunds#chat/initialize for real time assistance. As we're unable to make changes via email due to system limitations.

Hope to hear from you soon.

Regards,
Dax D.
Customer Support Specialist
Hotels.com

Yolvir

For Security, may I have the phone or email associated with the reservation?

sandra.[censored][protected]@yahoo.com

Yolvir

This is for the Mercure Cardiff North Hotel, right?

yes

Yolvir

Thanks, give me a few minutes to check the reservation.

hi

Yolvir

Hi thanks for waiting, I just want to clarify are we cancelling the reservation or changing the dates to 15 June 2021 - 17 June 2021?

Hi we cannot go next year so we need to cancel

Yolvir

Thanks for confirming, I need to check a few details since the original request here was to change the dates, hold on.

Hi the hotel is not open, so we can't go anyway this year, also we cannot enter wales from England, and we cannot go next year now because of the length of time since I opened my case ref:[protected], I would like a full refund, please.
Yolvir
I understand, please give us a few more minutes.
12m ago
Hi i have been on this now a long time, please can you tell me what is happening

Yolvir

I'm sorry, I'm still consulting the team, apologies for the inconvenience.

this is so exasperating how long will this take?

Hi can you please answer me
12m ago
Hi I am going to make a formal complaint and take this further, I have been on now for over 1 hour
Yolvir
I'm very sorry for the for the long wait, I've checked with higher dept. and they've confirmed that this reservation will only get a voucher and you need to go to the website self service option to cancel and get your voucher.

Here's the link for you to cancel: https://www.expedia.com/service/

I am not accepting a voucher, this was paid cash and we will never use you anymore due to the issue with this refund, I will be taking this further to trading standards, I paid cash and through no fault of our own we are not allowed to go, this is terrible, can you confirm that you will not refund the cash please?

Also complaints board

Yolvir

Under the circumstances, we are unable to process the cancellation for you and process a refund.
Yolvir

I do apologize for the inconvenience it has caused you

Thanks for the confirmation I will take this further

Just now. Deliver

We booked a number of Hotels for our tour of Italy in May 2020 with Hotels.com
One of them was a non refundable booking, paid in Dec. 2019.

Once the covid19 escalated, I tried multiple times to contact the Hotel directly, via phone and email, but they were un-contactable, no one appeared to be present and they appear to be closed.

I tried multiple times to contact Hotels.com, but their system automatically hung up if you were not within 7 days of your trip.

I then received an offer for a voucher offer with an alternative of a cancellation with no refund. I pressed the accept, without fully comprehending the ramifications. On receiving the confirmation, it was obvious that I had 12 months to use the voucher and ONLY at the same Hotel.

If the Hotel is closed, they are not able to supply the booked services, so they should be refunding. Also, they are presuming, demanding, that my wife and I now make a future trip, within 12 months, to Italy, to use the voucher. We have NO DESIRE to travel to Italy within the next 12 or even 24 months. My wife has a lung condition, we are both in our 70's, and we are just not traveling to Europe.

Hotels.com, where I am a Gold member, will not discuss this matter, has put me on automatic bounce back on their email address and no supervisor will call me, even though they have promised.

Great way to run a business.

Had non refundable hoted reservations in Italy May 22, 2020. Reservations cancelled by Hotel; refund authorized by Italian Hotel in email through Hotels.com site. On my Hotels.com reservation receipt was stated " If you change or cancelthis reservation, you won't be refunded any of the payment." The Italian hotel is closed, and as I cannot stay there the Italian Hotel did the right thing and authorized a refund. But also stated they did not have my funds, and that I would have to contact Hotels.com for the authorized refund.
Initially Hotels.com said no refund, same response from the supervisor. Given an email"customer [protected]@hotels.com" which I attached the emails from the Italian hotel made on the Hotels.com site. Email came back it would not be responded to, and referred me to Hotels.com site. Called the corporate office in Dallas, Tx. Get a recording with options but no response from line.

So I am appalled at the barriers that Hotels.com has put up in supplying service and documents to support your claim.

Furthermore it is just wrong that the person paying does not receive a refund, or that the Hotel does not receive any funds.

It is just wrong that the bookinf agent, Hotels.com keeps the funds. Greed and thievery!

Booked with hotels.com for the Easyhotel Amsterdam for 11-14 April 2020 stay prior to covid19 pandemic. Borders and services all closed down, so attempted to contact hotels.com well in advance for a refund as per their updated terms and conditions but they are still refusing to refund despite taking over €450 upfront and providing no services whatsoever to us! We are now forced to issue legal proceedings against them.

Itinerary Number [protected]

Complaint Purpose: Credit or Reimburse

Reason: We didn't cancel the trip, Flights and country borders were closed.
Hotel was separately informed (because hotels.com continuous lack of response) and agreed with the cancelation or postpone dates.
Hotels.com took very long to respond and only agreed to escalate complaint after 2hours conversation! Ms. Ali C said she is the escalation manager and agreed to raise a complaint;
Still not response from their side.

Our stay was from 14-20th March and Hotels.com shows as of today 5th April that non-refundable reservations from 20th march will be allowed to be reimbursed. NOT FAIR.

Thanks
Csaba Henter

I was driving to our destination and my daughter made the reservation for the wrong place. Cancelled incorrect reservations within an hour. Per Hotels.com email, refunds would be given. Followed Hotels.com protocol in waiting 7 business days for refund to be allowed. Upon calling the 2nd time I was advised that the Manager of the Hilton Garden Inn refused to give us a refund. Despite the error being fixed ASAP. Hotels.Com sent me an email stating they would reinburse for this but, was advised that this information was untrue. Never stayed at this place, have been a frequent Hotels.com member. NEVER had this issue before.

I have been trying for three days to get in touch with Hotels.com customer service. I finally found a phone number, was kept waiting for an agent for 1/2 hour and then when connected, she disconnected me.

Confirmation #[protected] - we were supposed to be in Buenos Aires for two nights, but because of the COVID-19, the airport was closing and so we had to return home on the 15th. This reservation was paid in advance with a no cancellation policy. We could not get in touch with hotels.com so instead called the hotel to explain why we would not be using the reservation. They said that they would contact hotels.com. I am trying to confirm that we will be receiving a refund.

I booked and prepaid a room at a hotel accidentally on the the wrong night (the site auto-prompted me for tomorrow when I needed tonight). I immediately realized my mistake and tried to change the reservation but it was uneditable. The hotel said only Hotels.Com could make changes, but their phone line is literally broken and just hangs up on me, and their chatbot just went in circles dozens of times saying try again later. There's no other way to contact them, so I'm screwed. I booked the room again for the correct night, effectively paying for it twice. Again, my initial error, but no way to fix it. Terrible customer service.

$278.43 charge for 3 rooms. Days inn 2/27/2020

Hello

I just got back home from my trip and wanted to tell you that you should have nothing to do with this Hotel...I spent $165.00 for a room that I wouldn't of spent $5.00 for...here is the first room she gave me at the Inn...open the door and all you could smell is urine...after going back down to the front desk and telling her we could not stay in that room she gave us another room...this room wasn't much better...if you ever been in a smoking room at a casino or a bingo hall...well the smell of smoke is pretty strong...this room was 5 times worse than a casino smoking room...also my pillow cover had blood on it...the lights didn't work in both rooms

I slept on top of the covers with all my clothes on and a jacket to keep me warm...if it wasn't so late at night when we got there I would of look somewhere else...but it was 1 in the morning and just wanted to sleep

Louis

I saw a hotels.com commercial that was geared at trying to humiliate women/moms. The commercial goes something like this: Two women are standing there w/ children playing & they look at their phone & see another women on vacation having a good time so the 2 women ask how is she there & we are here? Cap Obvious answers the two women by saying Condoms.

That is extremely offensive to not only women but to all moms. The message that I got from this commercial was that if you are a mom you aren't worthy of a vacation & you made stupid choices when you decided to have children. It also tries to shame us for our choices to become mothers so no vacation for us. It's very degrading to all women.

I am a mom & I go on luxe 5 star all adult all inclusive 2 week long vacations at least twice a year (last year we went three times).

I am asking Expedia to rethink it & remove this commercial bc you not only offended me but you offended every mom in the world.

If you do not remove the commercial I will NEVER use Expedia/Hotel.com to book my future vacations bc of your advertisement choices. I am not the only woman in my family, my circle of friends & my community that was offended by this commercial so Expedia will lose out on more then just my money. Trust me.

Gaurav Dhingra
2:20 PM (6 minutes ago)
to Gaurav

Hi

I need some help here. I wasted 45 mins with the below two reps after being a gold member with Hotels.com

I book almost 5-6 night every month with you guys and have been doing this for years. You can verify the details on the account

Alvin - Manager of customer care in Philippines
John - Agent of customer care in Phillippines

I had called gold team on Jan 12th 2019 at around 1:30pm asking them to price match me on one of the properties I was trying to book (Marina Bay Sands Singapore for 2 adults on Feb 12-13). The price your website was showing was $788 USD and the properties website was showing $488 USD. Before I made the booking I thought of calling hotels.com to see if something can be done on the price and I can utilize my $359.58 USD reward night (which I collected after booking several nights with you, so I am entitled to use it where I want).

Not only the above two reps not be able pull up my account for almost 15 mins. But also they were rude and couldn't find the hotel availability on your website (whereas I could see the availability on your website). They could also not see the same price I could see ($488 USD) on the property website. When I asked them that I could send them a screenshot of that price. They said they cannot help. When I asked them what could I do here. They said just make the booking on property we cannot help you. When I asked them what's the use of my $358.59 reward night if I cannot use it. They said we cannot do anything cancel your account if you want to

After being with Hotels.com for so many years. Is this what we deserve. I am really disappointed and I want someone to call me personally and solve this matter. Otherwise I will unfortunately need to cancel my account(which might not matter to you). But it matters to me as I am a man or principles and if someone is not doing the right thing. I will make changes

My phone number is [protected]

Thanks

Hello,
I've been trying to cancel my reservation for three rooms on booking confirmation [protected] which clearly states that the Cancellation Policy is free cancellation through 14:00 GST on 1/09/2020. For your reference, a copy of my email confirmation is attached, I'm also forwarding it to you separately as an email. Now, however, Hotels.com is insisting that these rooms are non-refundable. I have read them the policy displayed on my confirmation email, yet they insist this is not the policy for my reservation and advised that I contact Consumer Relations. I very much need your help in this matter, as it is completely unfair to charge me as an innocent consumer who ha complied with the policy I read before booking and the same policy which is clearly stated on my confirmation. This will result in almost $3000 out of my pocket for a service I can not use. Also, I feel that I'm being punished for using Hotels.com versus calling the hotel directly to book my reservation, since if in fact these rooms were nonrefundable at the time of my booking, the hotel would have verbally informed me of that, and therefore I wouldn't have booked. On the other hand, Hotels.com's information apparently misrepresented the actual policy, so now, I'm getting what I paid for - which is a reservation which allows cancellations up through 1/9. Everyone at Hotels.com keeps telling me my room is not refundable, yet no one can point me to a booking confirmation which states this. Also, no one has been willing to let me email a copy of my booking confirmation for them to read. I am beyond disappointed in this treatment by Expedia/Hotels.com, especially since I've used your services many times in the past. I very much need and appreciate your help in this matter. Otherwise, in the future, though, I will be booking my reservations elsewhere since I'm not sure I can trust the service information communicated by Hotels.com. I am also reporting this to my credit card company as a disputed charge as well as the Better Business Bureau.

Thank you very much,
Crissy Thomas

I received an email at 2:03 AM on Dec. 29, 2019 stating my email address was changed. When I called to rectify the problem I was not helped. I was told the department was closed and would not open again until this morning. When I called to speak with a reservations agent she was not able to assist me. I asked to speak with her supervisor and spoke with a gentleman by the name Rick D. No one is willing to assist me and I can not wait 72 hours for a return call or email. I've earned these points and I am being inconvenienced due to someone hacking into my account and changing my personal information to benefit them. I'd like to use my points tomorrow and I'm unable to do so. I've attached photos of two emails I've received. One proving the account belongs to me and other email I received yesterday stating my personal information was changed.

Hi. I stayed in the city centre suites, Glasgow last night and I have to say it was pretty awful. Firstly I tried phoning the day before as I hadn't received the code to get the key however I couldn't get hold of anyone. This was after leaving voice message and email. (No reply).

I then arrived and had to call to get the code. I called but then had to wait for a call back from the manager who I must say was very helpful.

I also called your customer service centre to be told there was no problem and that the reception would be there to assist. (There is no reception)

I did however eventually get into the room. I knew it was going to be basic but this was less than basic and it looked like it was in need of some TLC.

My confirmation also stated that it was a private bathroom. ( no it wasn't) this was a shared bathroom. If I had known this I would not have booked it.

I am a frequent business traveller and usually use booking.com but thought I would try your company. At this present moment in time I don't think I shall use you again. This Is a shame as I was thinking of changing. I spend around 3-5k a year on hotels.

Before I write any kind of review I shall wait for your reply.

I look forward to receiving your reply

Thanks

Nick Thompson.

nick.[protected]@yahoo.co.uk

[protected]

I have recently purchased a hotels.com gift card and made a reservation over the phone with a representative after I get to the location to check in I am informed that they do not have any rooms available in that they are booked they called it location that was nearby and they were also booked that was all that they could do in order to assist so I was told to contact hotels.com which I did and explain the situation to come up with a resolution all they had to do what does fix the issue that they had created and find another hotel close by that they could transfer my reservation to or we find the money back to my gift card so that I could do it myself I was transferred several times and no one seemed to be able to accomplish this task so I was informed to wait 60 minutes and someone would email or contact me to resolve the issue no one ever responded nor emailed so I called back went through the same process and still no results I got the same answer and I was told that they would send a email to the proper department that was the only way of contacting them to fix the problem even after speaking with a representative supervisor with customer service nothing was done so I called it third time same results so I never did get checked into a room that I have paid for and me and my guests there was supposed to check in with me you stayed outside all night until we found someone to come and pick us up the following day this was still an issue and it has still not been resolved and this is day 3 of trying to get it fixed are you get some type of results

Hi,
I've tried to resolve this issue with both hotel.com & best western hotel! (nobody wants to take responsibility) I booked the best western hotel thru hotels.com website like I usually do on october 20th/2019... When I was completed the booking online I always get a confirmation or acknowledgment back with in minutes of booking to my email address. I waited about an hour & I got nothing? I then went to book it again because I figure it wasn't completed, so I tried again, with in a few minutes I got my confirmation like I always do. I saved it & made a copy. Confirmation #[protected] when I came to the hotel november 1st - the front desk said I had 2 reservations & I said I only have a one confirmation! He said to check with the mgr tomorrow. So when I checked out I asked for a hotel receipt - I was charged for 1-room at $224.87 as agreed on my hotel.com confirmation. I thought everything was fine when I left - then when I got home I checked my credit card & noticed I was charged for 2 rooms or 2 nights (double billed?) I called the best western hotel who told me I had another reservation from hotels.com she said it was # [protected]. She said they are firm about not refunding people on no show reservations & I mentioned to her that we were there & why I wasn't notified when checking out! She said that you have to deal with the booking company! I then contacted hotel.com customer service to see why I had 2-reservations! The customer service asked for my email address, so I gave it to him! He then said that the booking address was different! That's why I didn't think that this booking was valid! Because someone who did the booking typed in my wrong email that I would not have gotten & your booking company must have gotten a returned email or failed connection which would have came back to you!) you can see why i'm upset! I would like to see this taken care of as soon as possible because I still would like to continue using hotels.com,
Thanks for your patience
Nicholas hill

On November 6th I booked a hotel room through Hotels.com @ the Quinalt Lodge.
We stayed on November 14th. The charge through Hotels was $215.30. When we left hotel the receipt showed the room charge was $171.87. That is a $43.43 difference. I would like Hotels.com to credit me the difference.
I have spoken to the chat line and they were very definitely not helpful. I am disappointed at the response. I hope you can remedy this dispute!