Hotels.com
Reviews and Complaints

Hotels.com are scammers. When you call to dispute a charge(s) they try to put you off on the hotel. They fraudulently charged my credit card. I did not book a reservation with them. All I did was check their rate and that was it. I subscribed to their website and that was it. I did however save my credit card to my profile. They claimed that I booked a reservation on their website. If I made a reservation on your website, I would have received a confirmation email and a text notification. The day that I called to dispute this they sent me a confirmation email stating that I booked a reservation. I asked the escalations representative why did he send me a reservation confirmation email that was never reserved and sent. He stated he didn't send it. I said that's ironic that while I'm disputing this over the phone with you I receive an email that I never booked through you all. Now, why I am discussing this with you I receive a confirmation email. That was dated for the same day I disputed this reservation. Then he says I apologize after I caught him in a lie. It appears that IHG and comfort inn/suites, holiday inn express are all liars and scammers. Especially the Federicksburg, Va area. I called the Comfort Inn/Suites and spoke with the front desk rep and the supposed General Manager, who blatantly laughed at my while I was telling her what was going on. She gave me a name called Jay. Which I thought was a lie, while she was laughing. They were so unprofessional, that when I called the hotel, the young man just said hello. He did not address where I was calling to. Have never experienced this at any hotel or 3rd party like hotels.com. I will continue to dispute these charges of $482 to be refunded back to my credit card. They will not get the satisfaction of getting my money. I did not book this reservation nor did I stay at this hotel. PLEASE DO NOT BOOK ANY ROOMS AT HOTELS.COM.

My parents gifted me a hotels.com gift card for my christmas present, On February 1st 2024, i went to use this gift card, i opened the gift card up where it said to open, and the paper lifted off the 'Pin Number' as i opened it. Therefore, i could not tell what the pin number was to use this card.

I thought it's ok, i will contact hotels.com and they will be able to see that i haven't used this card, and will replace it, or add the total amount to my account so that i can use.

But, this wasn't the case. They told me that it cannot be replaced. I asked the question, that they could tell the money on it hadn't been spent, and i had a receipt with it, to show that it was purchased, but they still wouldn't.

£80.00 for my parents is a lot of money, and now it's something that i cannot use, caused by damage due to poor and shoddy gift cards.

Please see attached image to show where the pin number is missing. Because of the way the gift card is made (out of paper).

On 1/10/2024 We made a reservation at hotels.com for Red Roof Inn in Tucson, AZ. After booking it around 7:00p we went to the hotel and they would not take the itinerary # sent to us in the email. They wanted a confirmation number. My wife and I called numerous times to hotels.com and all we got was the phone tree, when we finally were able to get somewhere to talk to someone, we were hung up on. I called 5 times and my wife continued to try until 11:15p having called a total of 7 times. Never being able to get to a real person. Needless to say were were not able to stay and had to book at another hotel in the area in person. We tried to resolve this on the 11th by calling hotels.com. We were told we did not dispute it on the 10th, which is crazy, that's all we did that night. There was no way to get to a person. We did call the right number of [protected] and all it did was go to a phone tree and then getting hung up on each and every time we thought we were finally able to talk to a real person.

However, hotels.com transferred us twice on the 11th after hearing the our complaint. The first person tried to call Red Roof, with no answer. We were then transferred to another person who said they sent an email and the Red Roof would respond in 24 hours, to confirm we did not stay the night there. I called 27 hours later on the the 12th as I had not received an email from hotels.com after 24 hours.

Then began another time of talking to 2 people at hotels.com. They said now that it was 72 hours and not 24 hours to respond to us about a refund. We feel this is fraud. Finally, the person said they would call Red Roof Inn in Tucson, and because they talked to the general manager they were able to refund our money to us. Then the person 'scolded' us for not having called on the 10th! She was hostile and unwilling to hear that we had done just that for hours, but never getting to a live reservation person on the 10th. We are very frustrated. They need to listen to the consumer and having called as many times as we did on the 11th and the 12th, there should have been notes of all our calls under our itinerary number.

I am writing to inform you of a fraud attempt your partners in our car rental booked for 12/5-12/12 in Mexico. We feel like we are being deceived and have requested a refund, which they are now denying.

When we arrived at the America Car Rental agency in San Jose Airport, we were told that we needed Third party liability. We told them that we may have this through our car rental company in Seattle, so we called and checked. However we were not covered by Third party by our insurance. Therefore, they said in order for us to rent the car, we would need to purchase Third party liability insurance from them directly at a cost of $350 (she wrote this on a small white piece of paper which I threw away). We did not know at the time that Third party liability insurance was already included in our policy with CarTrawler because this is a new requirement since the last time we were in Mexico. However America car rental agency insisted that we needed it and either didn’t bother to check that we were covered or wanted to extort the $350 from us (like they did to another couple who checked in at the same time). We did not want to pay the EXTRA $350 for the Third Party Liability (which I must remind you was already included), so we went elsewhere to rent a car, paying another $250.

Upon returning, we requested a refund from CarTrawler since we DID NOT rent the car and made an attempt to pick it up. It was the fault of America Car Rental who insisted that we purchase the extra Third party insurance when we already had it. It was no fault of ours that we didn’t rent with them, because had they seen that we already had the Third party insurance, we would have gladly rented from America, seeing that we were paying $81/week instead of what we ended up paying $250/week.

CarTrawler is now insisting that we didn’t have the funds to cover the deposit of $7000.00. The rental company is NOT being honest. We provided an American Express Platinum card which has NO SPENDING LIMIT. This card is only issued to those people with the highest credit and there would never be an issue of not having enough funds available. This is the same card that CarTrawler charged the $81.46. The issue was not the damage deposit, but that they wanted to charge us $350 for the Third Party Liability. But now they are denying that they wanted to charge us the $350 for the Third Party Liability and instead that we didn’t have the funds on our credit card, which is completely FALSE!

We have proof that we had both Third Party Liability and the card with $7000 to comply with the damage deposit. Therefore, their denial of our refund is unfounded and we can clearly see that there is much more happening here than what meets the eye…gross negligence or fraud. You cannot understand the level of frustration that this kind of behavior creates and it is not the proper or honest way to do business. Understand that this is $81.46 which is not a huge sum but this kind of extortion cannot be tolerated for any amount, large or small. America Car Rental is doing this to all of their customers and it's wrong!

I’m contacting you regarding my booking ref-

[protected].

This booking was originally for 2-4 December.

We had some family emergency on the 2nd which meant we were not going to be able to make it to Porbandar in time to check in on that day. I then spoke to Miguel via the online chat and explained the situation. He then contacted the hotel and it was agreed by the hotel that we could amend the stay from 2-4th but instead on 3-5th dec instead.. the date change incurred a small additional cost of £15.38 which I paid by card on the phone.

I checked into the hotel on the 3rd as agreed.

It was on the night of the 4th December upon our return at around 10.30 pm I was informed that I was due to check out on this day. The hotel frontline staff named mr Bhavesh was extremely unhelpful and demanding that we pay the additional cody of 1 night stay, failure to do this we would not be allowed in the room.!

I showed him the amended email which I received on the 2nd confirming the change in the stay . Mr Bhavesh wasn’t willing to accept this and demanded I pay the room charges immediately. I explained my situation to him and the reasoning behind the change.

I then contacted your online support asking for help to sort this out. I spoke with 2 different agents - giavani and jasmin.these agents failed to help sort this out . I explained to them that I was being constantly harassed by mr Bhavesh To pay the amount or I will not be allowed to stay. He told me they Hotels.com needed to send them the amended reservation details via your booking channel so they know. Without this they cannot let me stay or the other option is to pay.

I explained that I have the email confirming the change so why was he being so unreasonable and unhelpful?

I reverted back to the online agent who eventually ended the chat on 2 occasions. This then left me no choice but to pay the cost of the room for that night.

I feel extremely let down by all your support agents who reassured and promised yet failed to deliver.

Hello,

I am writing to express my deep dissatisfaction with the service I have received from Hotels.com, specifically regarding your unresponsiveness to my emails and the frustrating nature of your bonus system.

Despite my previous attempts to communicate this matter, I continue to encounter challenges with the registration of my bonuses. They are recorded in a currency (TRY) that holds little to no value for me and seems to depreciate over time. As a loyal customer who consistently books hotels using either USD or SEK, I find this discrepancy highly inconvenient.

I kindly request your immediate attention to this matter. Please consider adjusting the currency of my bonus system to either USD or SEK (Swedish Krona) to align with my booking preferences.

In the event that this issue cannot be resolved promptly, I am compelled to request the closure of my account with Hotels.com. Furthermore, I kindly ask for the cancellation of my current hotel booking associated with my account.

I believe a swift resolution to this matter is in the best interest of both parties. Your attention to this issue is highly appreciated.

Aug 23, 2023

The value of your reward* night is 1,314.92 TRY

Apr 3, 2023 Last Check in/out for this Reward

Aug 23, 2023 1TRY = 0,037$

Apr 3, 2023 1TRY = 0,052$

The rewards value should be today; 68.32$

Aug 23, 2023

The value of your reward* night is 1,960.58 TRY

Oct 22, 2022 Last Check in/out for this Reward

Aug 23, 2023 1TRY = 0,037$

Oct 22, 2022 1TRY = 0,054$

The rewards value should be today;105,842$

Thank you for your understanding and cooperation.

Sincerely,

Barish

Hi I have 83.11 in OneKeyCash but when I go on to book a room it only shows $4.11

Please check into this. I have the print out that shows the $83.11. I need to book a room in Dec. Please get back to me ASAP. I have been booking from Hotel.com a long time. I booked under Barbara Coates then got married now Barbara McCombs

4587 S Rio Camino Loop

Fort Mohave AZ 86426

Thank you

my itinerary No [protected]

Hampton by Hilton, Guarulhos airport, Sao Paolo

on checking in to the hotel I was advised that my room had been cancelled by Hotel.com despite me having paid a 50% deposit on the hotel.com app.

The hotel advised that this deposit had never been received by them and that the expedia group that owns hotel.com did not have an approved method of paying their bill

as my check in was at midnight (Brazillian time) I had no alternative but to re book a room at the hotel reception at considerable additional expense, this 'discussion' was at the hotel reception in front of many other guests and caused quite a lot of awkwardness and embarrassment.

when I used the hotel.com app to make a complaint and find out what had happened, their entire script was only to say she could only see her screen and saw that the room had been cancelled and to say that "I must have cancelled the room the day befor" - regrettably for them I was/am on a work tour around Brazil often without internet or mobile signal and I did not even open the app. - the customer service lady just kept repeating that "the cancellation was from my phone app, so I must have cancelled it". while at the hotel reception, to show the receptionist I tried to rebook the booking only for the app to saw that the hotel needed more than 2 nights to confirm - the receptionist stated that was completley wrong as they often just take 1 night booking due to they being a airport transfer type hotel.

On November 6th 2003 I was trying to book a hotel online. I thought I was dealing with the hotel directly. I found out that it was hotels.com through an email I received. I booked for 3 days and 3 days amount of money was debited from my bank when there usually is one day charge to hold the booking. I called and let them know that I did not know I was using a third party to book. Despite my pleading to have a full refund they refused to give me back $199 and only refund the amount for the hotel, and said it was a cancelation fee. My hotel was only a hour away. The booking was. 9 months out.The customer service rep was obtuse to the loss I taken. They will keep your $199 no matter what happens.I will not use this company for any booking. They made the website look like the hotel I was trying to book. I was misled and suffered the loss.

I booked at hotel stay at Expedia travel confirmation - Sun, Oct 8 - (Itinerary # [protected]).The place was not clean. I slept with my clothes on and walked in my shoes on the payment. I received 1 face cloth and two towels. I could not get another face towel until I turned it in.

Both Hotel.com and the GT hotel website said they had kitchenette and that was a lie. I was at the hotel for business. I cleaned the sink, toilet and used gloves to clean out the shower. The tub was so bad that on the last day, I put a towel in the tub so I could shower. I had been using the sink. I will remote to the proper health officials. I became ill and just stayed in the hotel. The people on the property were very scary and for the few days I went out, I came before dark. They did a bate and switch is against the law.

I was a long time Hotels.com costumer and had earned a free reward night. In July, hotels.com switched reward programs and my night was converted to onekey cash amount of $107.72. I logged in to book a room tonight and saw that my one key cash balance says $0. I tried to do customer service chat but it kept reloading and asking me to sign in even though I already was. When I finally was able to find a number for customer service, I was told my cash experience on Oct 5th. According to their own website, onekey cash is valid for 18mths after it’s in your account, and it hasn’t been 18mths since July. It’s been 3. I was told even though my night was converted to one key cash, they used an expiration date from the old rewards program and removed my cash credit. Not only was this not conveyed anywhere on their site, I received no notification of such activity. When I look at past onekey activity, it doesn’t even show they removed the credits. Once the points were converted to onekey cash, it’s not part of that old reward system anymore, so they’ve basically scammed me and others just like me out of something they offered.

I have booked dozens and dozens of hotels through your website over the years. Two times I have had issues with hotels I have booked through you. Both times, you take ZERO accountability. You blame the hotel, the hotel blames you. Just came back from Suites Sistina in Italy. Had a huge issue there. Called your 1-800 ... same thing as before. Nothing you can do. I am so tired of no one taking responsibility for anything. If all you do is say, "that's the hotels issue, you'll have to deal with them" then what is the point of using your service? My itinerary number for this reservation is [protected].

The issue that, on your site, you list the hotel as having on site parking. Not only did they NOT have on site parking, the hotel is in a limited traffic zone, which means rental cars cannot enter without being fined. That is not listed on your website, nor the hotels. The result is that I am facing hundreds of dollars in fines because of misinformation ON YOUR SITE. I googled that hotels can call local Rome police and give them license plate numbers of hotel guests with rental cars so that they will not get the fines for entering the no traffic zone where the hotel is located. The hotel refused to do that. Your company said "nothing we can do". Well that is unacceptable.

I booked the hotel from you, relying on information that your company provided on your website. I was offered a token $50 for my troubles. That is an insult. If you refuse to do anything about this, then I will no longer be using hotels.com, nor will my company. HORRIBLE customer service from you so far. I am really hoping you do something to change my mind and try to keep me as a customer. Otherwise, I will never use you again.

I am writing to you to express how upset I am over the extreme failure of this weekend.

I made the booking on 28th September through ‘Hotels.com’ for a house available on 14th - 15th October 2023 for my family to celebrate my daughter's birthday.

I received confirmation and was told that I would soon receive a link to complete a form and pay a security deposit. I never received this email and on the day of the booking I emailed the Berkshire Residence to find out the details of how to access the property. I did not receive anything back all day. We obviously had a weekend of activities planned. However, we had to leave the Lego discovery centre early as we were all starting to panic, as we would have nowhere to go after. We did not get to enjoy the full experience as we were constantly checking the emails.

I am sure you can image with 5 children, 3 of which are under 5 and for my eldest daughter who suffers from anxiety this was extremely stressful as it was for all of us.

We tried to call the owner of the property 3 times, left a voicemail, emailed and tried to contact them through ‘WhatsApp’ we were getting no answers. We then called ‘Hotels.com’, you said that you would try to contact him as well and if you cannot you will find us something similar or better.

After waiting around in the car park as we had nowhere else to go, we then got a call to say that you had contacted him and he would send us over the link to complete the safety deposit within the hour and we could get in the house. We were also told that if we do not receive the link within the hour we should call an American number.. Which I find extremely strange.

At this point we thought we would head in the direction of the house so that the children would stay calm and would not realise the panic.

After 5 minutes I received an email from Berkshire residence saying that the booking had been cancelled due to maintenance work.

At this point we did not know what to do. We had tickets for Warwick castle the next day so did not want to travel the 2 hours home. The kids were getting tired and hungry. We had already brought food and a cake for the evening as we knew we would have somewhere to cook. This was starting to look like a waste and we would have to spend more money on fast food.

We had to pull over in a Tesco car park to try and sort out this absolute mess. Which I cannot believe an established company would ever leave its customers in.

We tried to call the owner again with no luck and then tried to call ‘Hotels.com’. We explained everything to them and after being told we would be called back; we were not and had to call back once again.

Hotels.com had tried to contact him and they could not either. They said that they would find us somewhere else to stay. All the children where now getting very scared and upset. We were trying to keep them safe in the car park but obviously they needed to get out and stretch their legs as we were stuck here for nearly 2 hours. During this time my 2-year-old niece fell over and bumped her head really badly. I appreciate that children have accidents but this would not have happened if we were not stuck here with nowhere to go.

After waiting we were told that you could not find us anywhere else to stay and that was final and that we would be sent a refund! However, the refund only covered the amount we paid by debit card (£132.50) and did not include the amount we paid by Clubcard vouchers (£70). Please inform me how I will receive this refund? As this was such a massive mistake by both companies this should have been checked that the right amount should have been returned then another mistake would not have possibly been made.

At this point the children were crying thinking we had to go home and my daughter's birthday had been completely ruined. All the fun that they had had in the day had been completely over shadowed and forgotten because of the distressing situation we were put in and no one could seem to rectify this distressing situation.

We finally found somewhere to stay which was not in our preferred location, only had 2 bathrooms. With 6 adults, a teenager and 4 small children this was not ideal and to be honest an absolute nightmare. We also had to pay an extra £360. That did not include that fact I had to pay full £120 (per couple) as I did not receive my vouchers or money back for what I had contributed. This is among the added of expense of driving around, buying snacks for the children and the phone bill.

When we finally got there everyone was so tired, fraught and deflated that we could not enjoy our night as we should have done. My eldest's anxiety had got so bad she could not socialise and went straight to a room to try and regulate herself.

We all had a dreadful night’s sleep, as the children were so upset, they were not able to have the sleeping arrangements that they had all planned and were so excited for but could just not settle.

The next morning, we checked the property we were originally meant to stay in and it was still saying that it was available to rent for that evening. If there was maintenance work being carried out, how can it still be available? I do not believe that any work was going on and the fact that ‘Hotels.com’ would work with such unreliable, unprofessional and incompetent people is a discredit to the company.

I truly hope that we are compensated fairly for such a disaster of a weekend and you can restore some credit to the company

I have been long time customer of hotels.com since a number of years ago.

I have the Hotels.com app installed on my phone.

I use the mobile phone app to make all my travel bookings, both personal and business.

For staff travel intended for Oct 2023, I searched on Hotels.com for a hotel room in Sep 2023. Travel dates were not finalized. I hold a hotel room in Singapore from 1-14 Oct 2023 using the pay later feature to make sure that if the plan is changed, I can change in time to cancel the booking.

I did not know that in the backend Hotels.com created a guest account for the reservation.

The staff travel plan changed and the booking was not needed anymore. I have been tracking my trip bookings on my app and did not see any booking for 1-14 Oct 2023. I thought then the booking was not in the system anymore.

Then 1 Oct 2023, I received an email from Hotels.com asking how is my check-in experience. I was surprised to read that as it told me that something is wrong.

I was busy and could only call Hotels.com hotline on 3 Oct 2023 telling them the issue. They tried to call the hotel to inform them to cancel the booking ASAP. The person on the line told me that he could not reach the hotel but would follow up and I would be called back within 72 hours.

No one called back for the next few days.

On 8 Oct 2023, I decided to call up Hotels.com to ask if the issue was resolved. I spent half an hour on the phone and eventually, I was told that the booking should have been canceled and I should not see any charge on my bank card.

To my shock, on 25 Oct 2023, I looked at the bank statement and the full 14-day charge of SGD1737.31 was deducted from the bank account. I called up Hotels.com again and am waiting for the issue to be resolved.

For years I have been a member of Hotels.com and have enjoyed the ease of making reservations and earning rewards points which I always use towards other travel.

There have been gaps in my travel, sometimes up to 18months, and nonetheless, I have been able to quickly get on the app and make reservations and have been able to apply my points without issue. Furthermore, the points that Hotels.com gave were highly rewarding - a great incentive.

That was until this week when I tried to apply my points to an upcoming trip to find out that they were expired as of 15 days ago.

This was done without warning, without an email warning me ahead of time that the points were expiring, and nothing on the app or the website states that the points are only good for one year.

Since Hotels.com merged with OneKey it's been one horrible experience after another and this is the biggest one. There's no incentive to stay with this service when my rewards points expire - unlike the competition

- I had 7 stamps on my account that were going to expire on 23 September 2023

- I therefore booked 4 nights in August 2023 so that the stamps (nights) would not expire.

- These 4 nights were not credited to my account.

D) I called the service center in August 2023 to complain, and they gave me a service number and said that the 4 stamps of August 2023 would be put on my account within 72 hours and that I would not loose the 7 nights which were on my account.

E) The service center FAILED to make this correction. Even though there was a service number generated.

F) On the 23rd of September, these seven nights were deleted from my account.

I'm having issue accessing my account. I have access to my account via your app Hotel.com which gives me all my past bookings but gives me an error code when I try to get my rewards. On explorer I more or less have an empty account?

I don't want to loose all of my rewards, probably 7-8 free nights. Moreover I've been a loyal and intensive user of your services with more than 150 rooms booked/year over at least 5 years.

Furthermore your customer service phone number in France +[protected] never never answers. If we have an issue with a booking, for example I'm in front of the place and it's closed, what do we do? Is BOOKING.COM purely virtual now?

Awaiting your response.

Regards,

I'm writing to express my disappointment and frustration regarding a recent hotel booking I made thru hotels.com. I believe its essential that I bring this issue to your attention to prevent similar incidents in future.

On 15 August 2023 I I made a reservation thru hotels.com at Thassos Apart Hotel Burhaniye for 1 night 3 persons. (Hotels Com Itineary

[protected]). I carefully reviewed the hotel and room details listed on your website and the photos provided gave me certain expectations about the hotel and the room I'd be staying in. However upon arrival at my hotel around 23 hrs, I was shocked to find that the hotel and the room did not match the description and photos on hotels.com website at all.

As a result, realizing that my stay in this room would be far from comfortable I anticipated, I decided to leave immediately and stayed in another hotel.

The next day I contacted the hotel and expressed my frustration about the room offered to me vs the room I booked on hotels.com website. I was offered a free night stay at another time which I rejected given the overall condition of not only rooms but the hotel in general.

Later, I wrote a review to hotels.com but this has not been published yet and I get the "you already reviewed this hotel" message when i make a second attempt.

I booked a hotel today at Village Hotel Solihull i added in my blue light card discount which was accepted at the time and when i paid i realised it ahdnt been added so there was a clear problem with the wbsite. when I spoke to staff they were rude and unhelpful and said that you didnt offer the blue light card disocunt which is completely false as you do. They then told me to contact the credit card caompnay and i epxlained this had nothing to do with them as it is you who offers a discount not the credit card company, I spoke to Aiysha whos supervisor for gloabl escaulations and she told me to contact blue light card, i explained to her quite clearly several times that it was nothing to do with blue light card as they gave me a correct discount and the fault was at your end not theres unfprtauntely she didnt ndesrtand this and refused to put me through to anyone else, myc ollagues and i use hotels.com regularyly and im very disspaointed staff are not trained correctlya nd are rude and gove false information telling me i dont undesrtand basic english.

The website states that the rooms are soundproof however they are not. This was one of the reasons why we booked this hotel however we can hear a generator outside aswell as traffic noise and noise from other rooms. The hotel has confirmed to us that none of the rooms are soundproof therefore this was advertised incorrectly on hotels.com.

The hotel room is dirty with hairs down the side of the bed and all in the shower. The rooms are completely different to the website pictures in which the bed is against the window with a platform area around therefore no room to get out if you need the toilet. We have raised these issues with the hotel and were told several times to come back at 3pm as they would have an alternative suitable room for us. However after returning at 3pm, we were told by the manager that the hotel is fully booked now and that there is nothing they can do for us. We are obviously extremely dissatisfied by this. They then said that our room was cleaned for us yet when we have returned back to our room the hairs are still there leading me to believe that this still hasn’t been cleaned properly.