Hotels.com
reviews and complaints

I booked the canalta hotel, in hanna, alberta for april 9, 10 & 11, 2017. I did not select any other currency (Which is an option) when I booked other than the default cdn currency showing at the top of the screen. When I received my confirmation, I didn't really look at the amount I was charged for the hotel on my credit card statement until after my stay when I started putting together my expense account. I have stayed in this hotel numerous times but discovered when I looked more closely at my credit card statement hotels.com had charged me roughly the correct amount ($353.28) but in us currency. When this amount is converted to cdn, it worked out to $483.26 about 35 -40% more for the hotel room than if I had just showed up off the street and asked for a room. The hotels.com customer service on fixing this has been horrific. They claimed I changed the currency at the top of the website to us. They said, "do you see the $ sign, that means us not cdn. Currency". They indicated nothing now could be done about this error as it was all historical. I absolutely will not let hotels.com scam me and make me pay the extra $129.98 cdn. I have many other avenues of complaint but I thought I would try this as I have tried the telephone and finally after waiting a long time got to talk to a manager. I will discuss this with my credit card company, bbb, the canalta hotel chain, social media, whatever it takes. Hotels.com will not take this money from me. My confirmation number on this is [protected]. My e-mail address is [protected]@shaw. Ca. I will give this a couple of days before I proceed further.

I booked a hotel with this website January 2017. Unfortunately my airline changed my flights, the hotel that I booked was no longer needed. When I called Hotels.com to cancel my hotel reservations they told me they would not refund my money $700.00. When asked if I could have a voucher to use at another hotel on another date because I was traveling to CA from NH. They told me that would do that. The only thing I could do was change my dates for the hotel in CA. I am never going to go to CA for one day to change my hotel reservations to an alternate and the Hotel that I booked would not help. Hotels.com is a rip and I will never use there services again, nor will I use the Hotel in CA.

Good afternoon i have this reservation number [protected], i am in Venice in bernardi semenzato, we just entered the hotel for the check in and they let us stay in a far building in another place not related with the hotel and which was not mentioned on the website also i sent an email to confirm the place they didnt mention this building it's a shared apartment not hotel at all and they let us sign strange papers and took city tax then they told us that we stay in another building i need to refund my money now and report this hotel for this ridiculous attitude the madame at the hotel told is that the manager is not available, i booked from hotel.com as i trust this website but i don't know how i book and pay for something and stay in a totaly another place with no security or reception its an old apartment in a very bad street

As a business traveler, I use Hotels.com frequently. I had trip scheduled for May 1-3, 2017 in Pa. When i tried to book a trip for one night for a family member who came to town on May 15, Hotels.com screwed up and booked it for the week im already booked for. Hotels.com and the Hotel refused to cancel this error reservation. I have spoken to them many time and even though the trip is booked for 3 weeks ahead, they refuse to cancel this. I have cancelled all my trips through hotels.com and need help getting my money back that they charged. The Sleep Inn in Ashland Va is the hotel that was booked in error and they are refusing to refund the money too. This is totally unacceptable and theft

I had made a reservation on hotels.com ( Reservation number : [protected] ) to Nirvana Lagoon Villas and Suites Hotel. Me and my boyfriend arranged flight tickets and travelled from Istanbul to Antalya or this vacation. When we arrived at hotel, security of hotel told us that hotel is not opened! We were shocked and showed our reservation details. A responsible from customer relations came and said that they informed hotel.com that they will be closed. So he asked if we were informed or not but nobody informed us.
It was a complete scandal, hotels got the payment in advance and sent us to a closed hotel. Then thanks to hotel stuff, they transferred us to a group hotel but we lost half day and got stressed.
Hotels never answers phone calls when needed, so their service is awfull. I will never use it again.

I booked a room at Sonesta ES Suites South Brunswick - Princeton And the conformation number is
65621SB022127. I was planned to stay for 21 apr 2017 and 22 apr 2017.
When I checked in the hotel I was not provided any room.It was night 9.00 pm and I am at the road with two kids with out any room.
I was denayed room even though I booked it earlier and I had conformation for that.
When I checked with front desk, he was blunt and rude. When I called Sonesta reservations they informed that they will get a room in Sonesta Prinston but unsuccessful.
Finally I got a room at holiday inn with a very high price than what I reserved in Sonesta ES Suites South Brunswick - Princeton.
I am totally upset about this. I had to roam searching for rooms for few hours with my kids at car and I had to spend 200% more than what I booked with Sonesta ES Suites South Brunswick .
I do not know why Sonesta behaved to me so?
What sort of compensation they can make for all my unnecessary hassles .
What sort of compensation Sonesta can make for my over pay for my stay on the two days?
With this I would say that this is my worst experience with any hotel and I say Sonesta ES Suites South Brunswick - Princeton is the world hotel I have ever stayed.

April 20 2017
My cell phone [protected] (Dubai number)
I made a booking online for my wife and I (2 people) but the booking only made it for one person. Secondly the offer stated pick up at your hotel however the confirmation email did not provide any information on how to schedule your pick up or where to meet for the tour.

I called the called center long distance from Phuket to U.S. because that is the only way to cancel booking for an activity (no option online) and had to bare the cost for a 25 min international call to the U.S. from Thailand !

Reservation dates
Apr 23, 2017 - Apr 23, 2017
Itinerary #
[protected]
Supplier reference #
[protected]
Reserved for
Jorge Monterrosa
0 vouchers: 0 travelers
Price summary
Base Price: $104.83
Taxes: included
Total: $104.83

My email is [protected]@msn.com

Booking was done and paid for on 1/3/2017 Ref nr [protected] for Ebony and Ivory
We called Ebony and Ivory to confirm and they said they received no payment from hotels.com
We called hotels.com and they kept saying the computer systems are down
They now answered and said the will call hotel or else respond in 72 hours Our booking is for 21/4/2017 to 23/4/2017 48 hours away

Bad service and we want to know where the payment went and we want refund with interest

Also where do we now stay? as hotels are full for prayer day on 22/4/2017

I booked numerous of nights on hotels.comi am suppose to get a free night however they locked it claiming they didn't receive the rest of the confirmation from the hotel .But they started a whole new 10 nights again. P.s other websites charge $10 to $15 less for a night hotels.com charge more I do not understand how I got one night locked and then on my next one I am three days closer to another free night when they didn't even let me use my 1st free night.

Be aware of Hotels.com 12-month inactivity policy, if you slip a little, they will expire all your rewards...

I had been a loyal customer for over ten years. I had saved up 14 nights (you get a free night for every ten booked nights). I went online to book my next stay and all my rewards had expired. I checked the dates and yep it had been 13 months since my last booking. Fourteen nights down the drain. I called to plead my case. The agent said there was nothing she could do. I spoke to a supervisor, the supervisor said he could not help. The supervisor sent my request to upper management, promising to contact me within 72 hours. They never contacted me. I will never do business with Hotels.com again!

When I arrived at the hotel I was told that there was no reservation under my name! I made my booking via www.hotels.com website and when I contacted them they said that my reservation was cancelled a long time ago and that I was supposed to get a notification, but I didn't receive anything!
I demanded a full refund, but they said that they were not able to do that, because that was against their policy.
www.hotels.com company scammed me and stole my money, I can swear they never sent me anything, I checked everything!
I had to pay again for my room.
I will not use www.hotels.com ever again! They are real cheaters!

I will never again use Hotels.com! I booked a room for my sister who was in another city, and had gotten her wallet stolen. So I called Hotel.com to book her a room for the evening, until she could get further help the next day. When she went to check in, she, of course, had no id, so they wouldn't allow her to check in. So I asked the hotel of I could put it in another persons name, so the could use their credit card for any damages etc, They said I had to change it through Hotels.com. I called and was told that their computers were down and to call in two hours! My sister had been through a traumatic incident and needed to get into the room. There was nothing we could do... so I called back in two hours (It was now 8:00 in the evening) they said their system was still down and that it could take several hours! They'd already taken my money! I tried constantly throughout the night and never was able to have their system up. I asked for my money back...was told, still they couldn't do anything because of the system. I will never use them again!

I booked this hotel with booking.com. We arrived at the hotel and checked in, we went to are room, open the door, when we turned on the light we saw several cockroaches scattering! And then the smell hit us, the smell of urine and face's was Unreal! The beds were dirty there was urine all along door jamb corner. We couldn't enter the room any further we had to turn around before we got sick. We went to the front desk manager on duty. And told her that the room was unacceptable. She didn't offer us another room, I wouldn't have taken it anyway! What she did say was that we had to pay for the first night no matter what. If there was to be any more communication about this it would have to be through booking.com where I book the hotel from online. I called booking.com they immediately called the front desk persons try to get this resolved and so far they cancelled the room hoping that my credit card wouldn't be charged. they were continuing to look into it. This hotel is not fit or sanitary! I'm sure if someone came in there and inspected, most if not all of the rooms would be shut down.

I booked a hotel stay via www.hotels.com website. I contacted them two days later and asked them to cancel my booking but they said that was impossible and that they did not have that kind of service.
Their rep said that if I wanted to cancel my reservation I had to contact the hotel directly and discuss that with their manager. I called the hotel and they said that if I made my reservation via third party service only that service was able to cancel my reservation. I told the hotel manager that I used www.hotels.com website and they said that was a bad site and that many of their guests had issues with www.hotels.com.
I will never use them again, that is not right that customer can't cancel his reservation!

My card was charged twice this morning there is almost a thousand dollars gone from my account. Hotels.com took out 448.42 TWICE when the amount we were to be charged was supposed to be 444.57 ONLY ONCE. My husband works off and spends weeks at a time in hotels so we book by the week. I called about this last night and a representative tell me I will get an email telling me I would get an email with steps to dispute the transactions twice and after a day it would be refunded ? I would like my money refunded and never do business with Hotels.com again

Hotels.com reservation confirmation [protected] - Super 8 Mansfield LA - Mansfield

Super 8 Mansfield LA
1313 Mcarthur Dr
Mansfield
71052
LA
US
+[protected]

Hotels.com confirmation number [protected]

Check-in Tuesday, March 7, 2017

Check-out Tuesday, March 14, 2017

Your stay 7 nights, 1 room

Cancellation policy See cancellation policy below

Total amount to pay at hotel in their local currency $444.57

We booked a room with Hotels.com. We feel we were charged by hotels.com in excess of the hotel's actual price.

When we arrived at the hotel we overheard another customer checking in paying for a room identical to ours. I asked, and learned that that customer paid $169 per night for the same size room we booked. We paid hotels.com
$538.56 for two nights.

Why were we charged so much more than another customer when we booked our stay through Hotels.com ?
I asked the desk clerk and was told that $169 was the accurate price for that room on the nights that we stayed there.

We would like a refund to cover the difference in actual cost
and what we paid.
Thank you.
Dorothy and Jim Fadiman
dorothy.[protected]@gmail.com

Hotels.com reservation made for our stay at
Hampton Inn Phoenix Midtown - Downtown Area
160 W Catalina Dr
Phoenix AZ 85013

Our Hotels.com confirmation number [protected]
Check-in Friday, March 3, 2017 (3 PM)
Check-out Sunday, March 5, 2017 (noon)
Your stay 2 nights, 1 room

Total amount paid $538.56
PayPal logo
Transaction ID: O-2XD064171K707473V
Hello Dorothy Fadiman,
Thanks for your order at HOTELS.COM USA. Money won't leave your account until HOTELS.COM USA processes your order.
Checkout Total
$538.56 USD 1 $538.56 USD
Subtotal $538.56 USD
Total $538.56 USD

I booked a king room at the Asbury Hotel in Asbury Park, NJ for the night of 2/18/17. Shortly before arriving, I was informed that the room was not available and all they had available was a room with 2 double beds. The hotel blamed it on hotels.com. Since it was too late to try and find another hotel, I had to take it. It was my boyfriend's 60th birthday which I was surprising him with an overnight stay in Asbury Park. The beds were extremely small for 2 adults. In addition, we were woken at 1 am by the sound of fire alarms which continued for about an hour and even though they told us to stay in our room, it was impossible to because of the extremely loud noise of the alarms. After returning to our room and falling back to sleep, the alarm went off again. It was very frustrating and extremely disappointed for what was supposed to be a birthday celebration.

I booked online at Hotels.com for a room with 2 Queen beds. The area I clicked on specifically said 2 Queen beds. I had a reservation # [protected] for Dec. 30th till Jan. 1 in Nacadoches Texas for Hampton Inn & Suites. Upon arrival they put me in a room with a king bed & couch. This wouldn't work as myself or daughter would sleep on the couch with kids. I had to purchase another room which I really didn't have the money to spend on another room. I think Hotels.com should have to reimburse me for the $223.74 that I had to spend on another room. The desk clerk said Hotels.com was over booking the hotel, not checking to see what was available and leaving them scrambling trying to find people another hotel.

7Dec. 2016 when we checked in with 40 guests for family function. The hotel was booked 1 month ago with Clear terms and conditions with Manager Amit Sharma.Below average services were given during stay. On 10 dec., on checkout the owner of the hotel came suddenly with his son MUKUL sharma and demanded over prices. wen we refused he satarted shouting n abusing in front of our guests.We were scared n feeling too insulted and we paid Rs. 22000 extra than the written decided amount. THe manager changed all the statements and said I AM just an employee here. Just for the sake of our dignity we paid extra charges and got limitless insulted also.It was a new city. We couldnt do anything.
Now we want justice. Pls go ahead.

Specimen massage snte to hotels.com many times

To no avail

M/s hotels.com

Dear sirs,

Re : my denied dar al eiman royal's makkah, seven reservations no: [protected]/[protected]/[protected]/[protected] / [protected] / [protected] / [protected]

Subject:relocation is now top priority/very necessary

After my numerous unsuccessful phone calls to the hotel during the past weeks i made this personal visit to hotel afternoon .They have once told me on the telephone that they do accept the above reservation because the rate was too low.
The reservation department at the hotel confirmed full denial of all the seven reservations.

They referd me to hotels.com .

I did telephone hotels.com and spoke to mr dan who too has failed to get the hotel on line.

I then communicated with hotels.com brandetta who has assured me that hotels.com shall communicate with the hotel.

The hotel said that there is no way the hotel is going to honor those reservations, and that i should resolve the matter with hotels.com.
Under the circumstances there is no way hotels.com should allow this hotel to mistreat guests in this manner and denies /forgoes reservations due to hotel's decision to dislike the rate.
.
As the hotel is denying and refusing to honor the reservations, hotels.com is fully responsible to relocate me at a higher graded top prominent brand hotel opposite kaabah, at no extra cost to me, in addition compensating me amicably for the inconvenience created.
Additionally, for the benefit of stabilizing the hotel booking industry hotels.com should stop such behavior from the hotels, by penalizing such properties, discipline and penalize their staff, and abandon such properties from appearing at all search engines/booking websites.

Thanking you

Best regards

Dr ali al shehabi
Tel [protected]