Hotels.com
reviews and complaints

My name is Mark Kaufman and my son and I stayed there 9/27-9/29. My son was playing in the Las Vegas Electric parade. He is a DJ. We registered Friday night and his show was Staturday at 2:00. On Saturaday we noticed that there were no knobs in the shower. (can't figure out how a room can be given out like this) We called down to the reservation desk and told them of the situation. They told us that they would give us another room. So we had to pack up, wait about an hour and move to another room. Meanwhile it is already 12:30 and my son was in danger of being late. When we got into the room there was only a King bed. We called down to the reservation desk and let them know and again they said that we would be switched to another room. We couldn't wait at that time to be switched because my son was already going to be late. When we got back we packed up again and switched rooms. This was a tremendous inconvenience for us and I asked that our stay be refunded. They told me that because it was booked through a third party that they couldn't do that (which is very convienent). Instead they refunded the resort fee and gave us a food credit. Not what I was looking for as I mentioned that this was a terrible inconvenience for us and my son was late to his performance. As I appreciate the concessions that the Golden Nugget made, I feel that it doesn't even come close to what should have been made. Telling me that there was nothing you could do because it was billed through a third party is unacceptable. Casinos make concessions all the time and take full responsibility for there errors and guests issues. I really do not expect a response back because on your scale this probably is low on the totem pole but I felt that I needed to write this emial. If you need to look up the reservation, we booked it under my sons name... Jason Kaufman through Hotel.com.

I am a regular Hotels.com user and I will NEVER use them again… BEWARE

We used Hotels.com to plan stays for our trip to Russia, Belarus, Lithuania, Latvia & Estonia. When I found out that one of the hotels booked was far below the standards of a hotel you would want to stay in, I went online to cancel (we were within the cancellation period). Unfortunately, Hotels.com "Your Bookings" area of the website was down. I proceeded to use chat to try and cancel. The representative on the chat told me that section was down for them as well and that I would need to call later to cancel, but that our request was logged in the chat. I went back into Hotels.com and booked the correct hotel and moved on.

When I called back to cancel I was told that it was outside the cancelation policy and that Hotels.com would call the hotel and see if it would be ok, to which the hotel rightfully said no. Hotels.com told me there was no record of their site ever being down, or of me having a chat, but that when I was back in the US I could call up and have them look into it.

Back in the US, I called to request the refund. I was again told that their site was never down, and that the hotel said no, so I was out of luck. After some arguing about this, the representative said "let me get my manager". After a brief hold, the manager got on the phone - with the exact same voice as the rep - and stated that he would take the confirmation number from the reservation and have their investigations team search the chat logs from that day and find my conversation, and that they would get back to me in 24-48 hours.

4 weeks later and still nothing. I called again and was told all the same stuff - that their site wasn't down and the hotel said no to the refund. I asked them to escalate the call more than 10 times during the 45-minute call, which never happened, though I was placed on mute for 10 minutes without notice before being told that their site was never down and I was wrong. Finally, after more arguing, the rep said they would get their manager - again, they had the exact same voice as the rep, so I'm thinking there is no such thing as a manager, but rather a really shady policy for customer service. The manager proceeded to ask me full details about what happened, then hung up on me.

sent you all the details . very annoyed and disappointed abut this. have to pay hotel direct.

57 euro paid long beach hotel in newquay cornwall. how can this happen. 3o of September 2019. annoying and frustrating for me. sent them all details. my email is [protected]@yahoo.co.uk. eileen corkery name . at long beach today and have to pay direct. puts me off using a website again.

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When I was booking for hotel Tito last night, the app showed an option to apply the redeeming of one free night and I clicked to redeem.

However at the payment page, it keeps saying there is an error without stating what is the error. It keeps repeating and I need repeated fill in the payment info.

After wasting so much time in repeated attempts, I tried not to opt for the redeeming of night. Finally my booking went through.

I would like to complain the misleading choice of redemption and the useless error message which didn't point or explain the problem.

I ended up not able to redeem the free night which I originally intended to. Wasted time and creates frustration and ended up wasting the free night.

Kindly upgrade the deficiency in the interface and I would like a compensation.

Hotel.com website quoted different price on website for our one night stay in Singapore tonight but I was charged much more on my credit card, in fact I was charged close to 70 dollars more than what I was quoted upon booking. This is deceptive and frustratiing and I will not be recommending hotels.com to anyone. I am requesting a full refund for the stress this has put my family through. Refer to confirmation number [protected]. This has been a terrible event.

I booked a motel in Old Forge, NY for September 21, 2019 check in and check out September 22. The reservation was made on September 3rd. My wife and I arrived at the motel on September 21st and found we did not have a reservation. In checking further the front desk noticed that we were scheduled for September 12-13. We did not book this reservation for September 12-13, we booked it for September 21 to 22 to stay after a wedding we had been to. Hotels.com is putting the blame on the motel we were to stay at. It was not their mistake. It was Hotels.com who made the mistake and booked us incorrectly. Since we got to the motel and found we didn't have a reservation, we also found that they had no vacancy as did most other motels in the area. We finally found one that cost us more than 3 times what we would have paid, which we actually had already paid. We booked and paid for the room for $76.96 and had to pay $246.81 for the room we found. If we could afford $323.77 for a room we would have booked one for that price. I assumed that the booking was done correctly. We are full time caregivers to my 96 year old mother with dementia and have limited time to make our plans. I expect that you will reimburse us for at least the $76.96.
Please respond to Thomas Dickinson at [protected]@hotmail.com
Confirmation # [protected]

I searched for two bookings on the Australian hotels.com page. The URL clearly states hotels.au in it, the Australian flag is present in the top right corner of the screen and AUD for the currency is also indicated. I made two bookings of $270. Then my bank statement had two payments of $400AUD taken from it. I contacted Hotels.com through their online chat service. The agent told me I had booked through the American site and was quoted in US dollars and hence when it was converted to AUD I was charged more. I explained I hadn't used the American site and they clearly have a glitch and I could send screenshots to prove it. The agent just said we don't have an email and you can't send screenshots (pretty poor customer service to not have an email I can send this to to prove your glitch). When I asked what about the fact I've been charged $250 AUD more than I expected and am now out of pocket for that money and that Australian Consumer Law means your prices have to be correct. The agent just said they couldn't do anything other than escalate my concern and wait for an email.

Misled by Hotels.com website which shows pictures of a superior room which would cost me another 300 Norwegian Krone per night.

Instead I am in a small room at the back of the hotel with very small window and no views.

The superior room shown on the Hotels.com website where I made my booking has harbour / sea views.

I hate being ripped off. Not sure I will use Hotels.com again.

I booked 1 (last) apartment in Caleta Homes for 3 nights from Sept. 20 as pictures showed it had balcony & sea view, so I assumed it was related to this apartment. Why else would there be a picture of such, when it was the last available. To be sure, I put in special request for the balcony & sea view, but the owner said there is no balcony for this unit & I cant cancel. I am very disapointed, as the very reason I booked this one for me and my little family was that I wanted to have balcony & sea view.

Best regards / Oystein Sunde
email: [protected]@gmail.com

we have come to check in this evening after a long day to go d the room dirty no tv working and no plug socket it for it. Door lock not working properly.I spoke to the owner who was down right rude and told me they would not help.I then complained to hotels.com who said they would offer 20 pounds compensation. I am incredibly angry as I have saved to come and now myself and daughter are extremely scared on a hotel and hotels.com would not refund

We were very disappointed with a hotel we found on your website. The hotel in question is "Brook Mollington Banastre Hotel in Chester".

We decided to put our Dutch family there for 5 days at the end of July for our Daughters wedding. It was absolutely appalling, battered furniture, dirty, musty, moldy, and unbelievably outdated, even though they state "recently refurbished" on their page, the rooms look nothing like the photos. What we are wondering is: Why you are still advertising this poor quality hotel? Nearly every single review is bad, it is literally false advertising. We are in the process of reporting them to Trading standards, and Public health. I believe continuing to advertise them would be doing so under false pretences.
I look forward to your response 
Denise van Velzen

My reservation room number [protected].
Hotel name is the Ville Sull'Arno, Italy. I checked in to hotel via Hotel.com. However, the actual room was very different from the picture posted on Hotel.com, so I protested to the hotel's front desk. They say Hotel.com's photos are wrong and they don't know why. I think this is an obvious false advertisement of the Hotel.com because I only choose a room depending on your photos. Please compare attached four your photos before and four real room photos behind. Tae Sig Kim ([protected]@gmail.com)

For months now I have been trying to fix a very simple issue. The phone number associated with my account is a very old number. Recentyl a hotely was trying to get in touch with me and eventually emailed me to call them, I of course did not see this email message until hours later. Found out the old number was the number they called. Tried calling customer service, they cannot change customer info. Okay, well then how come everytime I try to fix it the site gives me and error and states" cannot change account information at this time try again later." Told to clear history and cookies etc from computer and try again... really... did not work! Yes, know I have an option to change the number when making a reservation... when I remember. Today it did not show my account info and I called customer service again when I realized it defaulted to the old phone number... she changed it for the reservation. There has to be an easier way of correcting this error.

Sept 9 2019
call hotels.com to make reservations for 0ct 3-5 2019. was told total was $412.90
Carolyn Greer 613 W 119th st los angeles, calif. I said if I cancellation the next day
after I call the direct hotel that it was okay. I recieved no email.
I call hotel, com to cancel they have no name, no address, no phone number, no email but hey wer able to take the money out of my account with no record of nothing.
WOW who does that. I call back to speack to the manger RINA and she cant find nothing even with the number I provided from my ccount.
This has ran my blood pressure up. This is scarry, and not setting well with me as fraud.
Rita said I had to go to billinghelb3hotels.com and send where it came out my account.
Or go to my Bank, What a Nightmare

Hello,

We have stayed 4 nights at Bahia Resort - San Diego (from 27 August to 31 August 2019)
We paid about 1 200$CAD and carefully read comments before we made our reservation.
We knew the rooms were not in the taste of the day but had been seduced by the location near Mission Bay and the ocean. When we checked-in, the room we was given was poorly maintened (room 432). First, I had to call the front desk because the toilet was clogged even if we have not done anything unusual. The smell was completely disguisting. After sleeping there 2 nights, I decied to go to the front desk to ask for another room because we could no longer endure the smell of mold.
The person at the front desk simply told me that this smell was normal since we were on the edge of the ocean. It wasn't the first time I stayed near the ocean and knew the smell was more due to water infiltration. Moreover, my daughter of 2 years old coughed all night and it was not normal. After arguing, I finally won the case and another room was offered to us. The other room was clean and the rest of our stay was pleasant.

However, we would like to be reimbursed for the two first nights. The amount paid was definitely not worth the service received. Moreover, the hotel offered us nothing as compensation, for example, a meal and were not courteous. English is not my mother tongue and it was a painful experience.

Thank you for your help,

Josée Roy

not worth the price paid

I am writing to you to raise an issue about: Holidays

The issue that I have experienced was: I booked hotel (Acton town hotel) in London from 4-6 August 2019 via hotel.com.

All my visit to London were planned with tight timeline. The check-in time for the hotel was from 2PM. I was at the location of the hotel just before 2PM. However there was no staff at the hotel and the hotel was locked. I contacted the hotel directly with the contact number provided by hotel.com, however there was no reply.

I called customer service (hotel.com) and wanted my full refund, but they tried to relocate me in another hotel. This took then more than an hour which was unacceptable. I had two elderly and a child. I was stranded for more than an hour due to hotel.com failure.
I also missed my visit to Buckingham palace and was about to miss my other visits as well.

After the hotel was contacted, they offered the same hotel which I didn't not want to stay in any more. I didn't get my full refund because, the hotel that I booked was available after few hours. I had to call hotel.com many times and I finally booked another hotel myself.

I lodge a complaint in resolver and they have replied me back few times but it has been a month now and they haven't progress at all with my case.

This is utterly unacceptable customer service from a reputable company and would like to further process legally as far as I can.

I booked a reservations online with hotels.com for a one night stay at Fantasyland Hotel in Edmonton, Alberta, Canada for August 15. The amount showing online was in Canadian dollars for the amount of $227.53. However, when I received my visa bill today the amount charged out was $311.11 US amount. I made sure, when booking this hotel, that it was in Canadian funds. This is not acceptable. It is the second time it has happened and nothing was done the first time. I am requesting a refund in the amount of $83.58. Please note that I will not use hotels.com again. This has never been a problem when using other booking websites like tripadvisor and expedia.

Booked a 3nights stay from the 27th of August at the Exchequer Grange in Bournemouth.
I was contacted by text, just over 2hours before arriving at the hotel. I was already in Bournemouth then, with my 3 children, and was informed that the room wasn't suitable and told to go to a different hotel.
It would have been fine if it was a decent hotel room, However, the hotel called the Gervis court, was dreadful, it was disgusting. It looked like a squat for alcoholics and drug users. Broken glass covered by some cloth in the room. There was no reception desk, no staff to talk to . There was no bathroom, no toilet in the room either!
We have had to leave and I had to find a safe place for the night at the last minute which wasn't easy.
I would not book with a big company like yours to find myself in these circumstances.
I'm chocked you would allow people to book in these places and the awful treatment we have received from the first hotel's manager M. Bart is beyond any understanding.

As the accommodation I found at the last minute was £300 dearer than my original booking (which I can prove), I would like full compensation .

I look forward to hearing from you at your earliest convenience,

Zaneta Damasiene Ajazi
[protected]

I am extremely disappointed at the lack of service by Hotels.com despite me calling them three times and sending them several emails. They simply indicate that they "cannot get hold of the hotel". They promise to call me back but never do. I have previously had my hotel room "given away" and I have stayed in so-called "3 star" hotels which are not of an equivalent standard internationally. Hotels.com - I indicated that I would post on social media if you did not respond. Clearly you did not take me seriously.

Regards

On 8/29/2019 I called a reward agent and asked if I could use a "Free Night" on a current Reservation I had, she said that she will look at it, after about 15 minutes she told me that I would have to do a new one if I wanted to use the Free night and that the rate was higher, RESERVATION # [protected], Moody Gardens Hotel . I said why would I do that can she not just apply the Free night on the current 2 days I had, she told me to wait a minute, then I got transferred to a new Agent who I believe was going to assist me on the Issue, He told me that we were to start from scratch that whom ever I was talking too got disconnected, when I asked for the same Question he told me that my reservation had been Cancelled and that to get such reservation back I will have to pay $800 minus the Free night, I explained to him I did not Cancelled the Reservation why would I cancel a $247 dollar a night vs a $360. Nothing was resolved, I lost my Free night since I had to do a new Reservation and had to pay $510 total, more than my initial booking. I did not Cancel my original reservation, at then end of my inquiry, I lost my Free night, got to paid more and god a different Hotel view that I got from the start. This is un acceptable. Even the supervisor denies they cancel the reservation, not sure what the first agent did, maybe she cancelled by mistake and that is why I got transferred to someone else. After my current bookings I will no longer use Hotel.COM.