Hotels.com
reviews and complaints

I have emailed hotels.com three time's now and called twice and no reply/response whatsoever and am very disappointed and frustrated. I recently spent some time booking several stays with hotels.com and stupidly did not change the date on one of them. I noticed the error immediately and tried to change the date but was unable to hence my emails and telephone calls. In the end I contacted the hotel Jet park Auckland to say I was not going to be taking up the booking and they advised me - again - to contact hotels.com direct as although they had taken my money the hotel had not received anything and they were unable to cancel my booking or show as non attending. I have lost a lot of money for me and am totally frustrated by the whole thing. I just wish someone would respond to me.

Good day

I was charged three times for one booking.
Booking [protected].
When I made the booking in September I paid R4800 for 2 nights at Hilton Syon Twickenham London. When I arrived at the premises on 04/10. I was charged R4300 by the Hilton hotel. When I departed on 06/10. I was charge 112 pounds x2.
I was refunded R4800 by Hotels. Com. But I have not been refunded the 112 pounds x2.

Please can I have this sorted

Regards
Ana
[protected]

I found a hotel in Las Vegas NV that the listing says...

STAY 2 NIGHTS GET THE 2nd NIGHT FREE...

Price $110.00 per night $55.00...

Total for 2nights $110.00 @ $55.00 per night...

So if the price is $55.00 per night but the 2cd night is free how can 2 night be $104.00 and change?

How can the 2nd night be free?

So, if I was only wanting to stay one night the cost would be $$55.00...

The actually does not make any sense!

I am angry to say the least...

A hard time understanding your customer service representative...

I asked to speak to a supervisor and she wasn't going to let that happen...

The way this is posted on your website is very misleading...

on 17 October I made a reservation, for which I received no confirmation. The Hotels.com website gave a warning that an error had ocurred and that in this case, I should caontact customer services.
Having called the services, I was given an email address to which I should file a complaint. Not the most efficient solution but the worst was that I was given a radically wrong email address. It simply had nothing to do with the one their staff was suppose to provide me with: "'support@expedia.com.br" versus "atendimento@hotels.com"!
A reply that should come within 72 hours at the most, never came until I contacted services via phone, once more, and was then given the right email address... and start again.
The reply was very prompt (same day) but limited to saying that in fact there was no record of my reservation and therefore I had to contact some payments department. The staff replying couldn't even bother to provide the contact for that so called department!
One ouwld think that one should appologise to Hotels.com for bothering them so much to solve a problem they created...

Reference number with hotels.com is [protected]
I have been trying to get a refund from this company for the last 4 to 5 weeks. The refund has been approved however they keep sending me an email saying there's a processing error. I keep calling Hotels.com to try and rectify this and they always tell me the correct person to Talk to is currently not in and someone will call me back. I have spent six hours on the phone and no call back so far.

I booked and paid in full for 3 nights in April for a November reservation. Now, in October, more than 2 weeks prior I had to change my reservation. First I was told it was impossible to change from 3 nights to 1, per hotel policy. A clear lie. After quite run around I finally was able speak with a hotels.com rep who said he could cancel the 2 nights and check availability on the 3rd even though I already had a room booked. Surprise, surprise, the only room available was for much more than the original room price. I could see on the hotel website that a cheaper room was available. My option was to allow myself to be up-charged or cancel and accept the penalty - of almost $250. This is dishonest business practice. I do not see on your site anywhere you say that you can offer only some of the rooms at a particular hotel. You also have the most inane cancellation policy. "If one cancels within 3 days one pays one day's booking -if one cancels before 3 days one pays one day's
booking. In other words you should say "If you book with us and change anything you pay the penalty" Be careful who you trust. Certainly not Hotels.com

Beware of Hotels.com.
I used Hotels.com to book hotel accommodation in Florence in September 2019 and paid in full 2 months ahead. On arrival at the "hotel" it turned out to be a brown door with a number 1 with no identification. Needless to say there was no reception desk. There was no information to explain this stated on my bookings reference. This would not have been a problem if the host showed up to check us in, which never happened.
I phoned hotels.com on day of check in to ask what to do and they tried to contact host unsuccessfully. We were 4 woman sitting in a foreign city on the sidewalk waiting for the host to show with no accommodation. Hotels.com suggested I cancel the accommodation to facilitate the refund. This never happened. A month later and I am still writing emails and fighting to get my money back. Hotels.com blames the host for not wanting to refund the money and takes no ownership for mismanaging the situation. Frankly I feel that hotels.com should not release the money to the host until guest have checked in. Needless to say I seem to be fighting a loosing battle as they seem to get away with this kind of unfair treatment.
I have been told to lodge a credit card dispute through my credit card provider. Hope to have some success.
Do not use hotels.com ever.

Whilst Hotels.com email stated that I had paid for bed and breakfast, the hotels copy did not have breakfast stated. So, whilst this is clearly a Hotels.com mistake, the hotel chose to honor only their copy and would not let us access Breakfast, unless we paid again.

Best hotel customer service? -NOT!

The hotel management asked me to contact Hotels.com. The only way their website allows you to do so is via their cumbersome webpage where one tediously fills out the details. After this how long do you think is reasonable to wait? Well its 2.5 weeks later and they have not bothered even sending an acknowledgement letter!

If their customer service matched the speed with which they took money, they could be good. As it is this is an absolutely crap service. You have been warned!

I book a four night stay in ho chi minh city. The total was around $160 with taxes and fees. I have some free credit nights. The total was $174.02 of my four free nights. They only redeem it only $139 from $174.02 I only pay the taxes and fees about $21.65. Where does the rest of credits goes? They owe me $35. It went missing. I contact with them and they say they have nothing to do about it. It is a simple math. You should give me the rest of my credit to my account so I can use it in the future. Beware of hotels.com. They are bunch of cheaters. Book for agoda. Much better then this website. The 435 goes towards the company and hotels is own by expeidia.com

On 10/9/19 I called Hotels.com to explain my request for a refund or change dates of reservation #[protected] with Dupont Circle Hotel in Washington DC for 10/31/19-11/4/19.
10/9: I spoke with Carl. He assured me he sent a request for a refund to the hotel and gave me a case # of [protected]. I explained my reason for cancelling as 35 counties in California were being warned by PG&E that power would be shut off due to fire dangers. I explained that I wasn't comfortable moving forward with the reservation due to the fire dangers facing California at that point and was trying to cancel the 4 dates and get a refund of over $800. I told him that if a refund wasn't possible, could I change my dates. I'm not sure what was included in his email to the hotel. He told me I should have an answer in 24-48 hours. I heard nothing. So, on 10/12/19 I called and spoke to Liam. He had zero record of my conversation with Carl, no case #. He was very difficult to understand due to his accent, but told me I should hear back in 24 hrs. I heard nothing. On 10/14/19 I called for the third time. I spoke with Josephine. She said she would make the request urgent and would only ask for a cancellation refund. On 10/16/19 I received an email from Hotels.com:
Hi Carol,

Greetings from Hotels.com!

This is an update regarding your cancelation request for your reservation at The Dupont Circle Hotel under itinerary number [protected]. We received an email from the hotel stating that they did not allow to cancel your booking without penalty. With that, we are unable to process your request without penalty as it is the hotel's discretion as to when we can process it. Rest assured that we exhausted our efforts to get their approval.

We appreciate your utmost understanding regarding this matter.

Sincerely,

Mike U.
Customer Support Specialist
Hotels.com

The email doesn't make sense because I spoke to the hotel who contacted the "back office"(Eugene) that said they would charge me for one night and should I want to cancel the other 3 nights I would get a refund from hotels.com.

So, I called Hotels.com and spoke to a supervisor. She was very rude. I couldn't understand her name (something that started with a J). When I asked her questions she kept repeating that the decision was already made and she couldn't do anything. She told me that my reason wasn't good enough. She couldn't tell me if I was getting 3/4 of my money refunded or not. She ended up ending the call and hanging up on me. I called the hotel back and was again told that I was being charged a penalty of one night if I cancelled all 4 nights. The manager REFUSED to send another email for confirmation. She wouldn't even confirm that I still have the hotel or not.

I'm not sure who else to contact. I have been a faithful customer, but after this I seriously doubt that I'll EVER use Hotels.com again. I've lost my faith and trust in the company.

DON'T BOOK A TOUR THROUGH HOTELS.COM! I've used Hotels.com to much success in booking hotels, but when it comes to booking tours, they are a BIG FAIL! We had our itinerary all set and showed up for a walking gourmet tour in San Sebastian, Spain. No one showed. The email contact info was no longer valid and the phone just rang. We got no prior notice to their being an issue and had already paid for the tour. We were unable to secure a replacement activity that day and every one was very disappointed. We contacted Hotels.com, but were told we needed to contact another department. We had wasted enough time waiting for the tour guide to show and in trying to find another option, so I waited to deal with it until I got home. I was on the phone with Hotels.com and their initial questioning sounded like we did something wrong -- e.g. didn't use the tickets, didn't arrive in time, etc. Given they really put a snag in our day, this is maddening. Furthermore, they need to do further investigation to offer us a refund. I'm not impressed with them at all and encourage anyone interested in booking tours to use Viator. They always show up.

Hotels.com has absolved themselves from helping me. They say, "it's my problem." Not what I call great customer service. I booked 8 rooms through them and that's the thanks I get. I won't use them next trip. Their agent told me my room would be cancelled at no charge. The hotel charged me. Hotels.com forgets I'm their customer. Not the hotel's. they need to give me my money back.

I have dealt with hotels.com for several years and this is the first time that I have not been satisfied. I cancelled a room at Comfort Suites in Gulfport, MS and I was still charged for my room. I followed all policies and the hotel not hotels.com will refund me my money. The free cancellation date was October 10th. I cancelled October 7th. After I cancelled it, I was told that I would be charged because the cancellation date was October 5th. I also booked another room and cancelled that one as well. At the time of booking I was also told that the cancellation date was October 10th. After talking to a representative from hotels.com, I was told that I booked the room on September 11th and the cancellation date was September 12th. I was told that I would be charged, yet the hotel and hotels.com resolved that issue. I don't understand and this is not acceptable. Bad business. Someone needs to give me my money.

I made a reservation through hotels.com hotel and it got accidentally canceled. I chatted with several agents over this issue and said no problem checking in and told me I can get a refund for it if I make another exact same reservation on hotels.com. And I got a confirmation email from the hotel and then when I rechatted regarding this, agent said I need to wait for few hours to make another reservation for the same dates and this another reservation did not work even though I kept watching and trying to make reservation on the site.
And they said the only date I could make reservation is on the day I cannot make it.
Because of this, I had to get on 15 hour ride on the bus to get there without hotel to stay. I could look up another cheap hotel to stay but stilll i was embarassed about this. my mom got sick due to a long bus trip. I am very upset about this not able to get a refund and make another reservation.

I spent an hour on the phone being transferred all over trying to ise my hotels.com card i asked supervisors and all n got no where no room after an hour by this time this company shoulda made right by a discount or free nights stay but nope not hotels.com i never have ised this company ever after an hour n half i gave up and im call better buisiness beareau as hotels.com does notcare about the customer or how they treat u wont help u and when asked for corporate all u get is some random gift card num er this was a gift to me its the worst gift i ever received ill never ever book with this company unpolite unhelpful and plain refuse to answer corporate phones. Or help when they themselves have put u throughplain hell all for a one night stay...

I have been trying to gain my rewards for a PAID booking in Spain and no-one in Hotels.com will award my points.

I PAID for two rooms for 3 nights = 6 nights rewards.

I am told as I did not sleep in the room, they will not award me my points.

Legally this is incorrect and their policy they keep spitting back at me does not cover PAID bookings. IT is only for non-paid no-shows!

I work in the accommodation industry and there is a difference. If our clients paid for their rooms - they get their reward points!

I reserved 3 hotel rooms at the Quality Inn in Morganton, NC for October 4, 2019. Upon arrival, I was told that they only had 2 rooms for me and I had a work crew of 6 so we needed the 3 rooms that we had pre-paid for. They only had two rooms. The work crew was all in one vehicle and had to go to another hotel and find rooms where they could all 6 stay at the same location. Quality Inn said that they would not issue a refund because they had the two rooms available and we should have taken the two rooms. That was not possible! They had to all stay at the same location so they had to go to another hotel. I called Hotels.com to complain and ask for my money back. They said the hotel is refusing since they had the two rooms available. I did not reserve 2 rooms! I reserved 3 rooms! I deserve ALL of my money back as we could not stay at Quality Inn Morganton and had to spend more money to stay somewhere else. We have been with Hotels.com for many years and use your company for all of our bookings. WE ARE NOT HAPPY WITH THIS RESULT! We should not have to pay one cent to Quality Inn as we did not stay there because they did not have the 3 rooms that we booked and paid for. Please help me get my $268.99 back along with my reward money that I also used to pay for this stay. The confirmation number of the booking was [protected].
Thank you for your response and help. We would like to continue to use Hotels.com but the result of this will determine that. We own a business and use you all a lot but never again if this is not resolved.
Sincerely,
Karen Lamm
[protected]

When we went to check in on September 28, 2019 we realized the hotel was not in Moose Jaw. During the two weeks that I was on vacation, I stayed in other hotels that I booked with Hotel.com. All were ok but this one. My confirmation # was [protected] and the address showed Highway 1 East, Box 936, Moose jaw. The box maybe in Moose Jaw but the hotel is not. I asked the clerk to cancel my reservation, but she said she could not. I looked for some kind of contact on my reservation and could not find one. This hotel is not only outside of Moose Jaw, but it is also run down. I would like my money refunded for this hotel because it was not as advertized. I have contacted my visa and will be making a complaint. However, I hope you will refund my money before visa takes action.