Hotels.com
reviews and complaints

I booked for 2 weeks via the site for Classic Inn in Melville Saskatchewan. The rate booked was $55 per night. The inn then contacted me and told me they would not honor that rate and it would be $65 plus tax per night. I've canceled my booking

I booked two night from 12/25/2020-12/27/2020. And as soon I walked to the room I smelled a nasty odor. I asked the front desk for another room and they didn't do anything about it. After a family emergency I ended booking another two nights and they gave me the same nasty room even though I was out of the hotel . I asked to get a different room but they refused. After my first night on my second stayed I came back after a long day dealing with family emergency, I tried to use a towel and realized that the hand towels were dirty with makeup. Grossly because I don't wear makeup. I called the front desk and Hotel staff were very rude and refused to replaced towels after I found out they were dirty. Also room was smelly and not cleaned properly. I'm asking for a full refund

We booked our stay for 8 people and 2 kids at their Casa Vista Shimla property. One day before there was Farmers agitation in Punjab leading to the sealing of borders. Because we had kids traveling with us (one :3 years old and another 4 months old), we requested the team to shift our dates to some other week. The team who did not pick our calls saying she is busy at a wedding and we had to literally beg them to at least chat with us on Whatsapp and confirm if they can either cancel the booking or shift the dates or change the property to some other place. They said they can shift it only to next week and there will be no refund. My brother's family unfortunately got tested COVID positive two days later. We straight away called them for 2 days and requested them to cancel our booking since we were only 6 cousins left now and w head paid for 10. Also asked them to reduce the price accordingly but got no response. Tried whatsapping them to at least be a little understanding of the situation wherein we had 4 teenagers now and 2 adults. We had to somehow manage our travel on 5th December. Once we reached Shimla, the rooms were not cleaned properly. There was no water supply and we were told to use water judiciously. the furniture was dirty. The kitchen did not even had basic sugar or tea or salt. The staff who was in touch with us over whatsapp chatting (did not pick our calls and said she's in a wedding for over one week by now and did not give us her owner's number so we could discuss). We had also asked them for their help for arranging a cook to which she said there will be a cook/caretaker who takes 200 Rs or so per meal and will cook for you but he clearly refused and said he's working as household maid somewhere and doesn't have time. We tried getting in touch with team but in vain because they were not available on calls and continuously tried shunning the situation. Moreover, we see in the news that Shimla would remain closed after 8 AM-8 PM and on Sundays. When we discussed this with the team she said there is nothing like that. We told her clearly that we are arriving on Sat and will leave on Monday because we are employed and have our office. If we are coming for holiday, we might as well enjoy at least but because of no support given we told them we are disappointed with their services. Looking at that message, instead of calling us as their customers or supporting this, Aarti msgd us and said your booking is cancelled and we will not refund your money as well. Do whatever you want. I'm highly disappointed with wasting money on this stay during this trip. It was not just a waste of money but fraud on their part.

I have had several long chats via the website with customer service as well as at least one phone call (back when it was possible to get someone on the phone). I had a booking for last May, which was cancelled due to the national lockdown. Hotels.com was supposed to send me a voucher for that stay. I never saw that voucher. I contacted customer service over the Summer to inquire. They said it would take at least a month to cancel the previous voucher and submit a new one. Over a month later, I tried again. They said they same thing. Basically, every time I contact them, they tell me to look in my junk folder and insist it's there. It isn't. And they say they cannot send it any other way. It also does not show up on my account, so I have no reason to believe that they actually mean to give me a voucher.

I recently booked a hotel for my husband's birthday through Hotels.com for 31st October at the Arundel House Hotel in Cambridge. I was disappointed that despite filtering my search fields for parking this hotel charged an additional fee of £15.00 for parking.
The website is not very clear that there is an additional parking fee and promotes this hotel as having parking on site. When I queried this with the receptionist at the hotel she explained that hotels.com should have told me at the time of booking there would be an additional charge for parking, and to add further insult said if we had booked our stay directly with the hotel the parking would have been free!
Secondly, my husband was looking forward to having a full English breakfast on his birthday - one of the perks of going away for the night. However, when we went down for breakfast we were informed that we were entitled to a free continental breakfast however would have to pay to have a cooked English breakfast. I think is very poor when booking hotels.com advertise a free breakfast and there is nothing outlined in the small print about additional charges. I also have paperwork given to me from the hotel which reads "we will be offering both continental and full English breakfast on weekends" but does not say anything about having to pay. We declined paying for a English breakfast as I felt we had paid enough for a one night stay plus parking without any additional charges.
I would appreciate your comments please, as I am very disappointed there is no mention of this charge when booking. Had there been so, I definitely would have opted for an alternative hotel. This is not being clear nor transparent to your customers and is certainly not treating the customer fairly.

I reserved a room at the oyo hotel falls of rough bed and breakfast in leitchfield ky. On monday october 27, 2020. Confirmation number [protected] my wife and I drove 4.5 hours to get to the bed and breakfast to stay the night. When we got out of the car a person met us in the parking lot. Informing us that there were no rooms available because the place had been sold out for weeks for a halloween party and golf scramble going on all weekend. When I called hotels.com the person tried to call several times and could not reach anybody at the check in. She passed me onto a customer care person who also tried to address the issue and could not get ahold of anyone at the bed and breakfast. Ii was able to find a hotel 30 minutes away that had a place for my wife and I to stay at. As soon as I got to the new hotel I contacted hotels.com again by computer chat. Talked to a wilber who also tried to address the issue. All I am wanting is to not be charged for the room I did not use. The next morning I received an email saying I canceled the rsvp the night before, which I had not. Also they have blocked my number from being able to call them directly again. I have been charged on my credit card for the room that I was told I could not use, and now I can not get in contact with a person to let them know I have disputed and refused to pay the room charge.

I booked 2 nights in a Hotel in Trier Germany booking ref [protected] book in 29th Sept and out 1st Oct. We left on the 30th Sept.
I phoned the Hotel company on the morning of 30th Sept about 0900 and said that it was hot and noisy and they had workers outside completing the complex since 0730. They said that they had no idea work was due and agreed imediatly to refund our second night. We moved out and stayed elsewhere, Prum in Germany. I have not had a refund, it Was £125. The virtual customer care line cannot deal with the issue. The phone line is not answered, I have tried several times and asked for call back.

Hotels.com refuses to refund as per their agreement online to refund due to covid19 travel restrictions. They state the owners of the hotel refuses to refund. I called the hotel and they stated it's not their call as the reservation was made by hotels.com, hotels.com has to do the necessary. However, the continuous lies and no refund. I just want my money back

Hello
I made reservation at Embassy Suites by Hilton Washington D.C. Georgetown, Confirmation number [protected], There was two rate for the same room, one with $93 and one with parking for $110 and to avoid any hassle at hotel I preferred to reserve the higher rate, when I arrived the hotel said no parking and asked for $55 for two days and checked my routine confirmation and found nothing about parking, I talked to hotels.com customer service (Ann) and told her the story and explain that this room have two rate so why I chosen the higher rate if it is not including the parking and I show the website to the hotel recipients and ask him to tell her what he see, he was very nice and helpful and told her this rate including parking and it should be problem at your system, she left me on hold for around two hours then came back and said a supervisor will contact me, some one (Dennis ID 45896V) later contacted me and insist that it is not including parking based on the confirmation, I asked him to reserve again over phone with him and see what their system will send, if send the same confirmation they them must compensate me, if send the confirmation right with parking then I will loose my money. He refused and turn off the phone call.

Hany

To whom it may concern,

My name is Sean Robertson and I was trying to book a room at the Wynn in Las Vegas.
November 3-6th.
Your website has rooms listed all over the site with save 10% save 20% and so on.
For this particular room that I wish to book it says "book 3 days and the 3rd day is free.
It says $91 a night. When I checked the rate explanation it shows $91 x 3 = $273
Plus the taxes and resort fee.
I called and your staff told me that it is $136 a night and is basically a percentage off that equates to $91 a night.
This is unfortunate because your site does not show $136 x 2 = the same as $91 a night it shows $91 a night x 3.
That is misleading and is a form of false advertising.
I have used your site in the past and never had any issues. It is very disappointing that your listing is misleading and that your company will not honor the 3rd day free that it says that I should get if I book 3 days.
It may be a good idea to set your site to just % off so others aren't set up for the same dissatisfaction that I am left with after going round and round with your staff and management giving me the same answer over and over again. That is the price do you want to book?
I hope that you will reconsider your companies stance on this unfortunate matter.

Sincerely,
Sean

My booking Jan 9 2020 ref [protected] was for 7 rooms at a hotel at a cost of €2940. The booking was cancelled by Hotels.com. Despite it being non refundable they offered me a coupon for the full value of the cost. I received the voucher May 24 2020 but It stated that the voucher could only be used for 1 room with no residual value! I telephoned them and was told that I could insert the 7 rooms on the new booking and add the code, this was not true. I telephoned again and was told to insert the rooms one by one, this, of course, worked for the first room but not any more. Every time I tried to email I was automatically sent to a page with phone numbers on it. I have telephoned them 15 times and everyone has told me a different story and that I would hear from them within 30 days! Again this was untrue. My last conversation was with U.S. and the agent promised a solution within 30 days which has now passed.! My complaint is:- They wrote and told me they wanted to make the process stress free, the reality is it has been very stressful for me. I have been issued a coupon which can never be spent. Hotels.com have misled me and have NOT provided a full value coupon for 7 rooms and ignored my request for a refund . I would prefer a refund as I have lost all faith in a company I have used for years. I believe they have procured my money by deception. Phillip H Littlejohn

I reserved (and paid for through Hotels.com) 2 rooms at Hotel Latino in Panama City, Panama. When we arrived, there was only one room reserved and I had to pay a second time for the 2nd room.

Hotels.com confirmation number 9196391478592

Check-in Wednesday, July 29, 2020 (7 AM-midnight local time)
Check-in miércoles, 29 de julio de 2020 (07:00 - 0:00, hora local)

Check-out Thursday, July 30, 2020 (Before 2 PM local time)
Check-out jueves, 30 de julio de 2020 (Antes de 14:00, hora local)

Your stay 1 night, 2 rooms

Cancellation policy See details below in "Room details"
Amount paid
$58.09
See full payment details below
Confirmation number 9196391478592
Payment details
Standard Room, 1 Double Bed
Wednesday, July 29, 2020 $27.27
Standard Room, 1 Double Bed
Wednesday, July 29, 2020 $27.27

Coupon applied (HERITAGEDAY) -$1.91

Tax recovery charges and service fees $5.46
Total amount paid $58.09

I would like a refund of 1/2 or the $58.09 price because they only had one room for me and I had to pay a second time for the 2nd room.

The issue that I have experienced was: Very clear on the confirmation, including free Parking. When arriving, no free parking. This would be min 60 euro per day.
Owner of the hotel was called, told me. I could go, he understand, and would refund my 108 euro. I got to another hotel.. Never got my refund. Spoke Hotels.com, They told me they contacted the hotel and hotel simply refused

It occurred on: 24/07/2020

This meant that Had to find another hotel and lost 108 euro..

Simply refund because the owner of the hotel agreed to refund to me.. On the website of Hotels.com still is mention that a booking will be include free parking !

They offer a free stamp, if you click on their link from an email they sent to me, but there was noway to enter it. Booked 6 nights in hotel, but none showed the extra stamp. Phoned them and asked them to honour their offer, they declined, blaming me. It takes 10 stamps for a free night, what is the big deal giving me a stamp Choice hotels just gave a free night after, spending 2 nights. Booked July, 8 9, 19, 20, 21, 22, through them #[protected]

Honour you're emails.

Booked a room for July in London, England, but when COVID hit, all flights were cancelled, and thus I cancelled my room (hearing how other companies were offerring refunds, I mistakingly assumed hotels.com would also refund this prepaid room). I attempted to reach them on thier chat (not avaialble), and called occassionally, but mostly e-mailed so I would have a record on the conversation. After months of chasing (and they kept telling me they could not "reach" the hotel, so I contacted the hotel directly), I was advised that hotels.com had been told that the hotel itself would not refund the room. yet the same day I rec'd a letter direct from the hotel stating that abolutely this was refundable, however, I needed to further contact hotels.com for the actual refund as that company had my credit card information. So essentially, hotels.com is lying. Upon copying hotels.com on the letetr from the actual London Hotel, they "re-opened" my complaint and once again got the runa round that they were "calling" the hotel but then were told to e-mail the hotel (went throught is before). Meanwhile the London Hotel fruther sent me an additional letter stating that is was up to Hotels.com to authroize the refund and then subsequently contact the hotel to advise them. DO NOT TRUST THIS COMPANY!

My family booked a hotel reservation through hotels.com and when we got to the hotel is was absolutely VILE. The police were there investigating a drug complaint, the pool and breakfast that was advertised on hotels.com web site were closed until further notice. We tried to cancel right then, but were told we wouldn't receive a refund if we did. So we checked in and went to our rooms. Once in the rooms we noticed that the bathrooms had long black hairs and urine all over them. The beds had blood stains on the sheets, the microwave and mini refrigerator had food that had splashed and spilled all over them. There was even a sock that was left behind on a shelf from a previous guest. When we brought all of this to the attention of the desk clerk she handed me a bottle of bleach spray and said it's hard to find good help. Needless to say we checked out and had to book another hotel last minute. Hotels, com told me they had to ask the hotel we reserved for the refund. Then hotels.com tells us that the hotel is not willing to give my money back. It's not as if we didn't show up for the reservation, I was truly afraid that we may contract some type of illness with the uncleanliness! I have been on the phone with there customer service 7 times and 5 of those times I was hung up on! The last time I asked to be transferred to a supervisor and the representative asked me why, and what was I going to tell his supervisor? The representative argued with me for 5 minutes before he would transfer me to a supervisor. Once on the line with the supervisor I was told that they cant issue me a refund because the hotel already has the money. I asked to speak to Jacob C.'s supervisor and was told that he doesn't have a supervisor or no one above him I could talk to. So I asked if there was a number that I could call and speak with someone else about the matter and Jacob C. told me I can write there corporate office a letter. Hotels.com should be ashamed of themselves. There customer service is the worst I have ever experienced. I just wanted my money for the first hotel back or another reservation at a different hotel. Instead I lost $400 and had to pay outta pocket once again for a different hotel.. Reservations Date: 07/14/2020-07/17/2020. Reservation Number: [protected] 1

Hi guys,
We along with two close friends booked into the "prama sanur hotel" in bali for two weeks in may 2020.

Covid 19 struck, we are not allowed to travel outside of australia and not allowed to enter bali. (government legislation)
The hotel made us aware that due to the virus our bookings had been cancelled.
On checking the hotel we found the hotel had in fact been closed down.
It was confirmed by the hotel that they had not been paid by hotels.com.
Our travelling companions received a refund six weeks ago!

Despite numerous emails our requests for a refund (a$3400) are ignored.
Phone calls to their office are not answered or just left to ring out.

Early on we had a garbled transmission that we may get what they called a coupon (credit note?) in 20?
My wife and I are both 78 and will probably be pushing up daisies before this happens.

My immediate thoughts are is hotels.com in fact going bankrupt?

I had a two night stay booked at the Barnsley Hotel in Georgia which was non refundable but due to Covid19 the hotel closed and there was no wedding to attend. I have talked to Hotels.com in the Philippines over and over again starting April 2, 2020 and have been assured I will get a voucher to the same hotel within 30 days, 2 weeks, 1 week, 1 day and that was five days ago. When I called them again they said they are working from home and have delays in reimbursement. I think this is a scam. I called the hotel and they washed their hands of it as it was not booked through them and felt that the money was in Hotels.com hands. Do not use Hotels.com or go to this hotel.