Hotels.com

I have sent this email for 5 different emails found online for hotels.com and expedia.co.uk. 3 emails have bounced back to me as the domain states its an illegal and the other two replied telling me to call a number which is useless because the same ordeal happens over and over again.

Dear help team at hotels.com,

I am writing to make you aware of the unbelievably poor customer service I have received on 05/10/17 whilst making an online booking with yourselves.

At first I was very excited to book a package deal through hotels.com as I have heard great things about the company and received a pop up on your website telling me to enter promo code: aut10 to get 10% off my booking. As I followed the steps and entered my payment details I soon realised that there was no sign of a promo code/voucher box to copy the code into to receive discount (Please see attachment.) I was getting very disheartened by this point. I found a number printed at the top of the page and decided to call as it states (Free calls, 24 hours a day, 7 days a week) I spent 10 minutes waiting to get through and then a gentleman tried to help me by filling out the details from his end and trying to put the promotional code in, he had no luck and diverted my call to customer services. I explained my situation to the next person but she claimed she could not help me as she in fact works for sister company expedia.co.uk. I then got diverted a third time, feeling very frustrated, another gentleman tried to help me but again could not. Waiting another 10 minutes on the line, I was cut off! I then had to call back and go through the same process a further 31 minutes being diverted another 3 times to 2 more people who could not help from expedia.co.uk.in the end I spoke to a gentleman named bernard, he was very helpful and explained the coupon could not be inserted because it's not a hotel only booking, I was very upset and he agreed this was not clearly stated on the website (Only in small print which you can't look into whilst making a booking!) I was very unhappy but appreciated bernard's help, before I ended the call I checked with him that the call definitely was free, to find I was being charged from my mobile and I had been on the phone to your company for an hour by this point! This again is not stated on the your website therefore trading standards would call it false advertisement! (Please see attachment.)

Feeling frustrated, upset and tired by this point I had no choice but to book without discount and I proceeded with the booking online. I followed the steps and was waiting for my confirmation email to come through, within 5-10 minutes I got this but I was highly confused as it stated I had made this booking as a "guest" but I had in fact signed up as a member and now my booking is not visible under my account bookings so I cannot view or monitor it. I was extremely confused and called your company for the third time to again be diverted 2 times and be held on the line for what felt like forever! A gentleman named vijay then tried to support my call but explained he did not know how to help and told me there is no complaints team or customer services to be directed to and he suggested I wrote an email to explain my ordeal and try and get some help/money reimbursed for the poor service I have received.

I have paid what I think to be a lot of money on a package deal through your company, my expectations were high and now I am feeling very disheartened and upset with the lack of help and knowledge your call staff have on relative topics and the false advertisement on your website. I did not get to type in the promotional code that I believe to be poorly advertised, the "free calls" I have made are possibly going to cost me a fortune on mobile rate and nearly two hours of my time was spent on the phone to your call team trying to resolve issues which should not have occurred in the first place! I just wish this could have been a better experience for me so I could look forward to my trip.

I cannot find a more appropriate email address for customer satisfaction-related emails so my apologies if this email does not reach the correct person.

In addition to this, I have called a further 4 times from a landline, been redirected through hotels.com and expedia.co.uk staff who have been unable to help me, I have emailed both expedia and hotels.com for support. Finally yourselves have made me aware that my booking has been found but I am still unhappy about the horrendous ordeal I have gone through to get the correct answers! I am also very unhappy that I am going to have an expensive phone bill next month and would appreciate being reimbursed for this.

I understand I may have misunderstood the promo code offer but I really did not deserve this ordeal!
I have experienced such poor customer service, hardly any of the call staff understand how to help me and redirect me to sister company and back again or just cut me off!
What kind of company has no complaints policy therefore if something goes wrong you just have to accept it?
False advertisement states their phone line is free but it is not so i'm going to be faced with a wonderful phone bill (Over 2 hours in total!)
At the end of it all, I have now found out that my booking with hotels.com has automatically moved to sister company expedia.co.uk without informing me! I have spent a large amount of money and was heartbroken to find out that my booking had been lost!

Please help me! I am considering taking this further to citizens advice.

RE: The Guest Lodge Gainesville, GA

I checked in Friday night, Oct. 20th, for a scheduled 5 nights.
By Monday morning, I was covered with red marks, which I
then understood appeared while I was sleeping. They are
bed bug bites! I have taken many photos of these on my body.
The room was #238.

On Monday, I informed the management and switched to Room
#108. Despite this move, I'm too nervous to remain in this place
and will leave ahead of schedule, if I can find other accommodation.

When I return to Los Angeles on Wednesday, I will seek the attention
of a doctor. Needless to say, I will be contesting the AMX charges for this reservation.

Sincerely,
William J. Baldwin

Never deal with these jokers.
Their customer service consists of one person who just has no time to talk to everyone. At least, it looks this way.
I was additionally charged 40 dollars for something I have no idea about. The transaction has no name, I only see the recipient and it's the hotels.com.
Tried to find out what it was, but unfortunately, nobody picks up the phone and nobody answers my numerous emails.
Hey, you can't steal money with no responsibility!

I was quoted a price and booked a hotel in montreal thourgh hotels.com. The day before I noticed a significant price change on their own website. They refused to lower my price by saying it was a different room. It was not. I showed them on the hotel website that there were only two types of rooms and mine was one of them.

They refused to reduce the price and did nothing.

This kind price gauging should not be tolerated.

Hello

I booked a hotel room thru your website booking conf#[protected]. Both myself and my friend were to arrive in florida and call the hotel for shuttle to the hotel.
When we arrived, I called and was told by the hotel staff that our hotel had been canceled less than an hour after we placed the order with your company days in advance.
When I called your company to see what can be done I can not believe the way I was treated. Your company told me that it was not there fault that the hotel had experienced some trouble from the hurricane. I told them it was there fault that we were not notified prior to our arrival that we didn't have a room so we could have made alternate arrangements.
After your staff kept me on the phone for 3 hours haggling me for more money, we missed several rooms because of them wanting me to pay more money, in which I felt we should had been accommodated at your expense totally for the inconvenience and having to be at the air port with no room for over 3 hours, before I said I give up and would pay what I needed to because we were exhausted. When they started calling around to get us a room they had found that they had missed the opportunity because the rooms were filling up fast at most places. They ended up finding us a room that was further away from the ship port so we had to pay more to get there and we had to walk everywhere because we didn't plan on being put through what we did with your company.
I only used you because of a promotion t-moble was offering, I have also logged a complaint with them and the bbb. No one should have had to go thru this and to be haggled on the phone for over 3 hours while sitting in the airport over 1500 miles from home. We ended up spending more money on things that we had not planned to because of the delays and inconvenience we experience.

My name is Ehud Stemer.

I made a reservation for 2 rooms in france - concarneau - hotel les sables blancs - to arrive at october 4th.
Confirmation number - [protected] dated 13/5/2017.

When we arrived - we were not registered in the hotel and they had nothing from you. It was a disaster and we had to find anothe rhotel while you discarded us.

Here is a mail I sent to you at that date and a mail from the hotel that speaks for itself.

The mail I sent at that evening:
Since you ask about the check in - it was a disaster!
We arrived at the hotel around 18:15. We showed the printed reservation [protected]) but the reception knew nothing about it and did not have it in the computer!
I asked Mustafa from the hotel to call you and he discovered that you sent the confirmation to a wrong mail and he further told me it has happened last year too.
Mustafa talked to you and tried to get us a place in hotel thallao which is close by but said to us they have no vacancy.
At that point we were left to solve the problem alone - you did not call, did not ask and did not care!
We looked for a place to stay and through Booking.com found rooms in hotel Thallaso that cost us 103 Euro.
We are dissapointed and outraged.
We demand that you pay for this night and further offer each one of us a free night in a hotel at our choise (which you sell) on our next trip.
This mail does not not sum or complete all our claims and we resrlrve all our rights.
Ehud Stemer
Also on behalf of Sonnenschein.

The mail the hotel sent at that evening inter elia to show your claim of an overbookink was false:

Dear Mr. Stemer,

You presented yourself today with your booking of two superior rooms at the hotel LES SABLES BLANCS de Concarneau, but I did not confirm any reservation from HOTEL.COM.
In your presence so I immediately called HOTEL .COM to whom I requested proof of reservation and it turns out that the latter had not sent the confirmation to the correct address of our establishment and we have never received any request from them.
It is very dishonest to the client and the partner to lie and tell the guest that it is the hotel's fault if not, it is simpler to provide proof to the guest and the hotel of the confirmation document.
Dear Stemer I’m sory for this situation despite our non-responsibility and I am glad to participate in what you have found a solution.
I remain at your disposal for any other question.
We look forward to welcoming you and sincerely welcome you.
Mustapha LAGRIOUI
La Réception
Le Restaurant le Nautile L'Hôtel Les Sables Blancs Nos séjours promo-découvertes
Plage des Sables Blancs
F- 29900 CONCARNEAU
Tel. +33 (0)2.98.50.10.12 / Fax : +33 (0)2.98.97.20.92
[protected]@hotel-les-sables-blancs.com
www.hotel-les-sables-blancs.com

I await your answer. Please note what we demand in my mail quoted above.

Ehud Stemer

Good morning,
I did a reservation at Stuart Hotel in Los Angeles with this company and the room I booked doesn't look like the picture or abide by the description. I was given a false interpretation of this place and was led to belive my money was being spent on a safe place to stay. Instead, the hotel is located in a really dangerous area, upon stating there we lesrned a local gang, MS13, runs the area and from arrival we were met with people threstning to destroy our rental car. Also the hotel is really dirty and unsafe.
Our room was infested with ants, cockroaches, and worst of all, bed bugs. So bad that we could see them crawling around in the bed, pillows, and blankets. Our bodies are completely covered in bites and as we are waiting on our flight we have fevers snd feel sick. On the last day, we had leave without getting to sleep comfortable because the bited and bugs were too bad and when we contscted bith the jooking agency and hotel they didnt take us serious. We ended up staying on the floor at the airport last night, because we had to throw the bed out of the room and bedding. When they attempted to get us new clean sheets snd pillows they returned with some even worde thsn the firdt ones.
Also, the walls and ceilengs were broken and the bathroom was disgusting. The water pressure was low and the water smelled a little of sewer. The tub was absolutely disgusting and the cieling above it was going to collapse at any moment. We were fine with those inconveniences at first, but after we realized bed bugs were the cause of our bites and rashes and itchiness, we felt it is appropriate to complain and due a full reimbursement beacuse our vacation has been very unpleasant solely based on this hotel. Which is suppose to be the most minor detail of a trip.

Dear Sir/Madam,
I made a reservation [protected] with hotels.com which I understand was non-refundable. Due to the recent issues with monarch airlines and my flight being cancelled I have been forced to cancel my trip as I cannot afford to pay for another flight. I have requested hotels.com to cancel my reservation and provide me a refund as this was circumstances out of my control however they have refused. My booking is from Monday 9th- Thursday 12th October. I would greatly appreciate any help to provide me with a resolution to this matter.
Many thanks
Sobia Kosser

I booked a reservation from 9/25/2017-9/29/2017 through Hotels.com for the Tides Folly Beach and paid in full on August 11, 2017. My confirmation was emailed to me and the number is [protected]. I then received a second email confirmation/reminder on September 21, 2017. Upon traveling to our destination September 25, 2017 we arrived at the hotel only to find that it was closed due to hurricane damage. There was no attempt to contact us either from Hotels.com or Tides Folly Beach to notify us of this situation so we could make other arrangements prior to our trip. We were able to cancel the reservation and receive a credit for the cost but we were put in an extremely difficult position to find a new place to stay in an area were beach front hotels are very limited and there were none available at that short notice. We only get one vacation a year and this was a very big deal for us. We never were able to book a beach front hotel and ended up spending our once a year vacation in a situation that was not at all what we had planned and paid for well in advance. I am beyond disappointed in the customer service of Hotels.com. When we contacted a representative we were told we had been texted and emailed about the closing of the hotel but we had not been. We were not offered any discounted options for our troubles considering we had traveled quite a distance and had no place to stay. I am truly disappointed in Hotels.com with this experience. It is shocking to me the lack of acceptance of responsibility the customer service agent expressed. Needless to say we don't intend to trust Hotels.com with our future travels.

I recently booked a hotel for Budapest by Budapest Garden hotel and when I reached I wasnt able to contact anyone. no open opened the door and no one answered the phone call. After waiting for more than half an hour on street i had to book another hotel as no one answered us.

I visited hotel on Sat morning which is 29th . At 8 Am i reached our booking spot Budapest Garden hotel. On reaching I tried to knock the door, call the guy. Making the door bell ring for 15 minutes and waiting for an hour no one entertained us. What kinda place is this where no one entertains you.

Kindly provide us the refund as we never stayed. What would anyone do if we cant even stay and no one attends you.

Regards,
Prateek
[protected]@gmail.com

I was treated very rudely by a Days Inn Hotel manager in Monroeville, PA. This woman actually hung up on me in the middle of a discussion regarding rates. I was quoted a different rate by one of her staff (who was consequently fired) and she refused to honor the rate. She told me if I didn't like it I could leave! I have never been treated so badly in my 30+ years of travel!

I called hotels.com to use my free night which I collected after booking 10 nights. I had been told months ago that this free night would not expire. Tonight when I called, the customer service representative told me it wS expired and there was nothing she could do...really? The reason why I've used hotels.com is precisely for the book 10 nights, get 1 free. I spent $2000.00 and was looking forward to using my free night. I feel as if I've been robbed and scammed.

Dear Hotels.com

I booked a hotel this evening. The confirmation number is [protected]. I paid for the room. When I arrived the girl at reception first told me she sent an email to me stating the hotel was full. I have. Ever received any such email. I rang to get a refund from your company. The woman I spoke to asked to speak to the hotel receptionist which I handed the phone to and your person spoke to the reception. After that she said she would get me another room. She put me into another woman who said she would again have to talk to the Reception of the hotel to verify . I said this had been done. She refused to accept this over and over again so I said I would just prefer a refund as it was getting late. She refused to do this so Ivranf again to speak to a man this time who out me onto another man who cross examined me for a long time then left me on the phone without speaking to me for OVER AN HOUR!
The phone then dropped out and I am writing this complaint instead .

PLESSE HIVE ME ANNIMMEDIATE REFUND YOU HAVE TAKEN MY MONEY AND AT A TIME WHEN THERE WAS NO HOTEL ROOM AT THAT HOTEL . This is fraud.
If so do not get an immediate refund I will report your company and have you dealt with accordingly.

After a 1-night booking for two rooms in Iceland, only one night came through on my Rewards account with Hotels.com. It took well over a week to sort out after a dozen emails from me! I received useless answers from a different person every single time! They kept repeating the same useless information and really gave me NO customer service at all! If only ONE person had taken charge of the case, it would have been done well, I'm sure, but their system of having lots of different people tarting over every time makes no sense! It caused me GREAT frustration, which I have never had with Booking.com. I shall think twice before using their site in future. Booking.com is much more efficient!

I booked with the Edinburgh Lodge Hotel in the west end last year 2016. They immediately charged my credit card. Due to unforeseen circumstances my wife was refused a visa to the UK for no reason other than they just refused it. The hotel then refused to refund my full 456 pounds for a 1 week stay (600 dollars)

They made excuses upon excuses, change of owner, we don't have a booking reference etc they Hang up, block you communicating with them and they refuse point blank to refund any monies.

Avoid this [censor] hotel like the plague they really are the worst hotel I have ever had the displeasure to deal with.

Dear all,

I have never made a complaint before. But this Hotel is currently undergoing a huge renovation, making it unbearable to use the pool, beach or any other amenities. They are running at minimum capacity in terms of staff, making several services not available! The noise level is higher than at the 5th Ave in NYC!

I'm heavily disappointed by Hotels.com for not having it clearly pointed out during the booking process. It's definitively a >800USD ripoff (31USD additional resort fee per day)! I expect an official statement and some kind of compensation.

Looking forward hearing from you

Regards
Marcel Haefliger

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On 9/12/17 at 18:00, Hotels.com wrote:

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During the recent devastation of Hurricane Irma that has hit Florida, my family and I, including our pets, were left with no power or running water and damaging areas near my home. We bounced around from hotel to hotel for the 2 first days (every hotel in a 25 mile radius sold out). After finally finding the Days Inn of Altamonte Springs Florida on Hotels.com site, showing available rooms and all amenities my family desperately needed, I immediately booked and had a sigh of relief. Upon arriving and trying to check in yesterday 9/13 at 6 PM, the front desk rudely advised me they have not had power since the hurricane hit on 9/10. No one called to notify me or stop me to let me know this. All that time WASTED thinking I had a room for my family for the week since the power company estimated 2 weeks of no power or water. I could've been researching other hotels that were possibly getting rooms available or getting cancellations to open up for people in desperate need. I think this is a complete embarrassment on Hotels.com behalf for doing this and I hope many other people didn't have to experience the let down I felt to try to provide for my family during this horrible time of need. Hotels.com blames the hotel and the hotel blames the booking site? How is this acceptable. You should be ashamed. When I called Hotels.com to ensure my reservation was cancelled since no one called, emailed or otherwise, the Rep didn't even try to ensure I had another hotel or make any type of accommodation for me.

I booked a hotel under stress from Hurricane Irma. It was Thursday if last week confirmation [protected]. I live 5 hours away in Jacksonville, Florida and in an attempt to avoid the hurricane coming for me, I booked the room in Destin, Fl for my family and I. Well, Friday the storm shifted West and I could no longer travel ti destin. My credit card was still pending and hotels don't com said I can't get a refund. Apparently the hotel would allow it. I really need this refund as I was in desperate times. I still don't have power at my house and the $800 hotel that I never used is money that is much needed. Also, almost $300 of the fee was for a cleaning fee? I never even checked in, so surely at a minimum I should not have to pay that. I need hotels.com to make this right, because I trust hotels.com and use you every time I need a hotel.

DISAPPOINTMENT: After years using and recommending hotels.com, I had a horrible experience during my trip to Italy. We used the hotels.com APP to book a 2 nights hotel (total 220 euros!) and thought the hotel was sorted out. We arrived from a day of driving around 9:30PM to find out the hotel was fuelled booked and they sent us to an apartment in another building. The apartment was nice, however, it didnt have the amenities I was looking for in a hotel. After travelling in europe and staying in airbnbs, we were looking forward to staying in a hotel! The apartment was in an SUPER old and dark building, on the 3 floor (we had huge bads and my 60 year old mother to carry up).
I called customer service asking for assistance and it only got me more frustrated. After explaining, someone from customer service called the hotel and while I was on hold, I got a message from my bank with the hotel charge on my credit card... they got the call and charged my card right away..
After 33 minutes in a call, the representative then transferred me to another dpto. There, they started over again and I could not believe when the new representative said there was NO NOTES in my case, so I had to explain all over again and they would need to call the hotel again..
Terrible customer service and I am still sitting in the apartment on the old building.. if I wanted an apartment I would have stayed with airbnb.
Hotel reservation number: [protected]
Thanks,
Graziela Rodrigues

I made a reservation through hotels .com for a hotel in Hollywood fl.. The hotel was hit by Hurricane Irma and doesn't have running water or power. Hotels.com wont let me change the check in date for three days later. I even said that I would extend my stay for three days to make up for the difference.They are charging me for a service that they can't provide. How is this a fair business practice. And they have charged me for a full month even though I can't stay there. They said there is no way that they can refund my money. Would you pay me 3300.00 dollars for a service that I didn't provide you. No you wouldn't.