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Hotels.com review: Misleading website content

Janice Harrigan of US

Mar 11, 2026 7:24 pm EDT

Featured review

On 2/18/26 we had reservations for the Hampton Inn at San Francisco Fisherman's Wharf. Arrived in San Francisco, collected our bags were at the Shuttle Pickup station at approx 10:10 am. The Hampton Shuttle came by and we went to board, driver stated at shuttle p/u ceased at 9:00 am. Called the hotel and were told this was now our problem. The hotel website stated they had airport transfers and did not specify they do not p/u at 9:00 am. Totally misleading. If you state on your site that you have airport transfers, then you are required to do so. We had used our United points totaling36,937 and Hampton will not refund.

Desired outcome: Return our points

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Hotels.com - Refuse to honor confirmation of booking 9

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