Hotels.com
reviews and complaints

I had a booking with hotels.com for a dream vacation to Hawaii. My confirmation number was [protected]. The reservation was for 4 nights from February 17th through 21st in Haiku. After travelling from NYC and arriving at the hotel, I was informed that the they did not have any reservation for me and that the booking was cancelled by Hotels.com. I called hotels.com and Mark, the attendant informed me that the booking was cancelled and for some reason I was not notified. He could not tell me how and why the booking was cancelled. He could not forward me to anyone to file complaint or direct me to how to file a complaint. I went through hell trying to get another booking for the same 4 nights. Hotels.com only has a chat room to file complaint and it does not allow me to send my message. John

You can get to any department to help with a stolen pre paid Card.
If you call they with transfer you number to number. My thought is they don't care about the Customer. Why is there a customer service number but they say it's the Silver Club rewards that will help. Then they say it Cash star. Cash Star says Customer Service. And there are like 2 to 3 number for each of these. It's on hotel.com to me it's there card. Yes I forgot to say hotel. com gift card department is in there too. Someone took $349.90 off a Hotel.com card of mine and they will do nothing. Please Don't Use Hotel.com

Recently my sister in law passed away . I had to book 5 rooms for the family to attend the funeral and managed to get one thru Hotels.com. They sent me a confirmation [protected] n and that my booking is guaranteed n deducted payment from my credit card. With this I set off in my car to my sister in law town. To my horror while driving I received a call from Hotels.com that the hotel I booked in has no rooms for me n my family. Worse still they could not get an alternative for the number of rooms I wanted.
They then told me they would cancel the reservation for me as if I was the one that wanted to cancel.
How can a reservation that is confirmed n guaranteed with money taken be cancelled by Hotels.com ?

I was hung up on twice by a customer service agent named Victoria this evening. The first time, she was repeatedly speaking over me any time me or my husband asked a question. I asked her to stop speaking over me and asked to speak to her manager - to which she hung up on me the first time.

I called back 30 seconds later and (without initially realizing it) I was again connected to Victoria. I explained that I was hung up on after an agent kept speaking over me and I asked to speak to their manager for help on redeeming a gift card. She again hung up on me.

She represented the absolute worst customer service I've seen in years and has led me to discontinue using your website ever again.

I booked through Hotels.com on September 26th, 2018 for a stay at Grand Lodge Crested Butte (Feb 19-24th) at first the website said it would charge 1 night's accommodation but charged the full amount of $1, 183 for all 4 days. I cancelled this on January 3rd 2019 and they told me that my credit card would be refunded in 7 days. I rebooked a 1 bedroom with the Vail Reservations directly as they seemed easier to work with however that was soon a very big disappointment. The agent even laughed when I told him about hotels.com since they are a known disaster to work with. I spoke to hotels.com on January 12th we told me they can no longer help and I would need to speak with the Vail Wholesale department to get my refund. Just like that Hotels.com walked away! My daughter is racing in the Prader Cup in Crested Butte so it's a very expensive ski race for parents.
I called them on the 12th of January, 2019 and they assured me my refund was processing. No refund 10 days later, no follow up with me like they said they would. I called back myself on the 22nd of January, 2019 and Amanda said that it should still be processing and she would reach out to accounting - still nothing but in the meantime I now had another full charge of $1, 413.00 for my upcoming stay. Obviously no problem charging money just getting it back. I was told they just acquired Crested Butte and the reservations team was still learning.
Now 25 days after the cancellation I call back and speak with the assistant manager of wholesale reservations who says she can process my cancellation over the phone and I will definitely get it in another 10 days. I had to provide another credit card because they no longer have the numbers and she explained it was their issue because they changed systems and a lot of customer's money is floating around. I am glad it's my 3rd call trying to find where my refund was since if I didn't call again nothing would have happened. I asked for either a discount or upgrade since they had owned all the problems but NO nothing can be done on their side perhaps I could get in touch with the front desk agent at the hotel directly. I have worked in 5 star hospitality in Aspen for 15 years what front desk agent can deal with offering a discount or upgrade? They want the customer to call and ask a front deck agent!
Each person has just blamed the next and each step up nothing can be done. I asked Rachel to reach out to the General Manager of the resort and at least have some follow up with me. This is a great start to a 4 night stay at Grand Lodge Crested Butte where I am paying $467.00 per night for a 3 star hotel. Not impressed with Vail at this point and how this has been handled. There seems to be a huge communication gap from reservations to the hotel and lack of ownership from each department. All the managers can say is I understand - how would they feel as the customer? How about offering a free breakfast or lift tickets at least Aspen would know how to make the guest feel appreciated!
I look forward to some follow up from someone. We are there to ski race with and enjoy Crested Butte.
Jacquelyn Carr
970.948.2490

My name is Kenneth Choh and we booked a night at the courtyard by Marriott. After a hard day of driving, we were rudely awakened by loud shrill sounds and after a long wait calling to the reception, was told to evacuate! My wife and I will be rushed down with our legs having problems climbing down stairs and thus the reason booking a hotel with a lift. After 30 minutes of waiting in the lobby with no communication whatsoever, was finally told it's a false fire alarm. It totally spoilt our stay and we couldn't sleep well after that. My wife feels unwell today. Did not expect this from a Marriott hotel. We write to seek full refund for our night's stay at this Salinas Marriott.
Look forward to hotel.coms positive response.

I contacted Hotels.com via the instant chat box. Please see the copied and pasted conversation below. I have not yet been contacted to resolve this issue. please reply. thank you.
"Hi, I'm the Hotels.com bot. I can help you cancel or reconfirm your upcoming booking.
And if you ask me something I cannot yet help with, I'll quickly connect you with a friendly customer service agent.
Upcoming booking
Something else

Something else

Great, let's test my general knowledge. Ask me anything you like.
We had a non refundable reservation last night. We checked in only to discover there was no control for the heat in our room. It was 80 degrees in the room. The front desks only suggestion was to open the windows. We were on the first floor of the inn. People were walking by and there wasn't even screens on the windows. We chose to leave the hotel and find a room elsewhere. Is there anything we can do to get a refund?

You'll need to connect with an agent for this. Choose 'Message agent'.
Message agent

Message agent

OK, I'll get an agent to help you shortly.
Our confirmation number was 153230254778

Hi, Lynne! Sorry for the delayed response as we are getting more messages than normal. Oh, no! So sorry to hear about the experience you had. We'd like to help. What's your email address?
[protected]@gmail.com

Got it! Are they aware that you left already because of these issues?
Yes they came into the room before we left to see how warm it was. Still 80 after the windows had been open for over an hour

Let me call them now to discuss this matter and ask for a refund. Btw, do you happen to get the name of the person you've spoken with?
The gentleman's name was Steve. He was very nice. Apologized for the heat issue.

Thank you for that. Calling them now. I'll brb.
Thank you!

Don't mention it. We appreciate you giving us the opportunity to assist.

Thanks for waiting, Lynne! We spoke with the hotel and explained your concerns, and although all efforts have been exhausted, they declined to approve a refund because of their "No Refund Policy" during holidays. Although we'd like to hear that our customers enjoyed their stay, we have little control over the conditions and actions of the hotel. Once the customer checks in, it is the responsibility of the properties to ensure the guests' satisfaction. We have taken note of what you experienced with The Stowe Inn to prevent incidents like this from happening again.

As our valued customer, we would like to offer you a http://Hotels.com credit coupon worth $100 which you can use on your next prepaid booking with us. Please let us know if you want us to process this now.
Wow! That's terrible! We couldn't have stayed there and gone out for our evening festivities and left the windows open with all of our belongings in the room. We couldn't close the windows and leave because our dog was crates in the room and it was stiflingly hot. The hotel told us to reach out to the booking company (hotels.com) for a refund because we had not booked through them directly.

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We checked in as planned and the rooms conditions were unacceptable. They didn't offer us a different room or even a fan to try to make it acceptable.

We understand where you are coming from, Lynne. We really want to help you with the refund, but we need the hotel's approval for us to do so. We were told that they fixed the AC as soon as they were informed about the issue but you already booked to another hotel. As an alternative of the $100 coupon, we can refund that amount back to your card instead.
There is no AC in the carriage house
They told us that there was not
The boiler had finally shut off just before we left but they told us it would come back on automatically
The only temperature control in the room was an old style Honeywell thermostat that was obviously not functional as it was set to 50 degrees and the heat was still pumping into the room and the room temperature was 80 degrees.

I am sorry for any inconvenience you have experienced with this reservation. We certainly appreciate hearing from our customers and we are continually looking to improve so we can provide the best experience possible. We'll have this forwarded to our Consumer Relations Team for further review. You will be contacted within 24 business hours. Thanks!
Thank you. And I do appreciate your efforts.
Fri 06:53
I have not yet received an email from the consumer relations team."

I was hung up on 5 times in front of employee at hotel property where I had been trying to book for hours. I was told it was my card but I got it fixed. Once I tried to make a booking again using my free night, I was then told my account was flagged for no reason. 3 different customer service reps told me it was a problem with their system. Minimum effort was put into resolving the issue. I even spoke to a supervisor for the silver members named john, who also hung up on me. It is christmas eve and I sat in a lobby for 5 hours standing up, I was embarrassed. This is my second time redeeming a free night and when I do I get treated this way. I haven't been compensated or been shown I am a valuable customer. Kyla. [protected]@gmail.com motel 6 employee witness name is ian. My name is kyla gatewood. I can be reached at [protected].

Confirmation [protected].

I am appalled from the customer service I received. I cancelled a reservation online, rebooked with a different hotel for the same dates. However apparently, unbeknownst to me, it did not go through so I was still charged. I cancelled this reservation before the deadline. I booked another hotel, which I printed out the confirmation. When I spoke with the manager, I asked him why would a person have 2 exact bookings for the same day. He did not answer. They were very robotic and unsympathetic. Not even having an open mind on keeping the customer.

The Howard Johnson still charged my account. To top it all off, the website was not even showing my new booking. Thank goodness I have a printout. I spoke with your customer service and they stated the Howard Johnson is still to charge me $59.86 for one night. I should not have to pay since is clearly an issue with your website online. Please assist in refunding me the charges. This is a joint account with my wife, Tara Lovewine-Finnell. I spoke to the manager and he refused to refund me. I work in customer service and I know there are system glitches, I would like some assistance or I am going to social media.

On Dec.18 2018 I accidently book two rooms thinking that original booking did not go through since both hotels are next to each other I thought it was one booking.
Came two find out of double booking and called Hotle.com and Comfort Inn located
in Jupiter/West Palm Florida. Even stop at Hotel and explained the error to staff.
Hotel.com is a scam that only cares about their profits. Customers are not important.

Good afternoon,
I stayed in your hotel Nov.25-28, were we charged through hotels.com booking number
[protected] for $348.96 and at the hotel
Again for a completely different amount $299.97
Confirmation [protected].
I spoke with a front desk receptionist by the name of Sky with
Home 2 suites and she seen the error in their system and
Was to relay the message to the supervisor, Ms. Faye
We failed to hear from the supervisor so we called back and
Much to my surprise, Sky didn't mention it at all,
Ms. Faye with hotel Home 2 Suites asked us to contact you,
You failed to let them know that the hotel room had
Been paid for in full.
Someone needs to clear this up as soon as possible
And we need our over charge credited back.
This has been a disaster and caused further problems
And needs to be addressed immediately.

Brandi Lang [protected]

I would like to leave a complaint about the appalling service from the hotel mentioned above. A normal service orientated hotel, would allow me to mention a minor issue and I would receive feedback and a solution - with this hotel they cheated me by getting me to pay for the same night twice- and have the audacity to ignore my 3 emails & 3 phone calls with various personnel. In addition, I got 2x mascaras stolen from my room- which is quite odd.

The hotel is in general is not worth a 4 star rating with that service. I have never had to officially complain about a hotel but here I feel I must - as this is appalling.

Best regards,
Heidi

Dear Sir or Madame
I am very dissatisfied with the service I received on the evening of Wednesday the 16th October I booked Studio En Plein De La Ville Rose in Toulouse.
Reservation No [protected]
When I received confirmation back of my booking it said I had to give 24hours notice?
I phoned the property three times and left messages.
I went to the property and got no reply
My dissatisfaction is that your system should not have allowed me to book for this property on the same day.
I ended up paying €400 euro for a room at 22-30 as there was no other vacancies.
If you had confirmed that this property was not available unless 24 hour notice was given, I would have had an opportunity to make alternative arrangements without costing me 400 euros. I also had to cancel a dinner appointment with a customer which has caused me another problem .
I am seeking a refund also of €150 for no entry to Studio En Plein
I await a reply before I consider cancelling my membership.
Regards
[protected]@hotmail.com
22/10/2018

Absolutely ridiculous! I have booked through hotels for years and today they sent me to a hotel that IS NOT OPEN to the public due to hurricane damage and they want me to pay the difference for a last minute hotel on the beach! Their notes confirm that I called multiple times previously to be sure that this hotel was open, and they told me to be here! I have spent hours on the phone with them after traveling since 6am and keep getting disconnected. Guess what, they never call me back! I'm so frustrated that their relocation department somehow refuses to book me something new when they clearly messed up! I can't believe this right now. Currently stranded and nobody cares to remedy this situation it's just circles for hours!

Booked Candlewood Suite airport/Cruise in the amount of $201.20 ( $100 Credit + 101.20 Credit card). The reservation no. [protected] for October 26. The hotel did not honor the reservation from the hotel.com. We were relocate to Red Carpet with no microwave and fridge. Check in around 4 am. Hotel.com email me that they have microwave and fridge but it was none.

We deserve to get the 100% money back plus the $100 credit instead just $100. We should be compensated fairly for the inconvenient. We have to get a transportation to go to the second hotel.

That's not the way how you treat to your loyal customer. We needed to build up a trustworthy and good relationship with the customer.

The case no. [protected]

In September 2017 I was issued 2 credit notes of CAD$100.00 each for a mistake that Hotels.com made (that impacted 2 bookings):

1) "In reference to your booking confirmation [protected] we're offering you a Hotels.com credit coupon for CAD100, which can be redeemed on your next pre-paid Hotels.com booking. Your coupon code is GWCL8TNYUW"
2) "In reference to your booking confirmation [protected] we're offering you a Hotels.com credit coupon for CAD100, which can be redeemed on your next pre-paid Hotels.com booking. Your coupon code is GWCTMU8YZT"

I was out of town for work for a year and in that time, the credit notes had expired. I contacted Hotels.com and spoke to Jesse - a manager at the company - to have the credit notes re-issued and was told that 'they were issued on goodwill and once they have expired, they are not able to be re-issued'.
The credits were issued for a mistake that the company made that caused a huge inconvenience for us while we were out of town, so they weren't originally issued 'on goodwill' and while it states in the email that the codes have an expiry date, it doesn't say anywhere in the email or in the disclaimers in the bottom, that they can't be re-issued.

To whom it may concern,

On August 16 of 2018 I have booked a hotel through your website Hotels.com .From previous visit to another hotel we had a coupon for a discount that I was attempting to apply but it was not working. I have contacted customer service and after multiple attempts on their side as well an extended time on hold they finally said that I can submit the payment and it should go through with the coupon being used, but it's must be a refundable order, so I did. After submitting the transaction I got a confirmation with a full amount charge and non refundable!
I contacted the customer reps again and they said that I should just cancel and resubmit again. Since the confirmation I originally received stated that cancellation will be nonrefundable the Hotels.com rep requested for me to stay on the line while they will talk to the hotel I booked to make sure they can refund me this transaction and I can resubmit again with the coupon being applied. After a while the rep came back on the phone and said the hotel agreed and they will refund me the full amount. I waited couple days to get the refund and it was still pending. So I went ahead and booked another hotel using Hotels.com as we needed to make sure we had accommodation for the trip and unfortunately the hotel we originally booked was not available anymore for those dates.

The refund was pending for a long time and then it disappeared from my account so I payed no mind to it assuming that it was finally processed. But on October 18 the bank account showed a charged transaction for the full amount from the hotel. So I contacted my bank and they said they cannot cancel the transaction as it is fully approved by the hotel. I contacted the Hotels.com reps again and they contacted the hotel to double check as to why I was charged fully as they promised that I will get a full refund. The manager at the hotel said that they changed their mind and was very rude. I have called the hotel as well and they stated that the person who "authorized" the refund on the hotel side was not allowed to do that and they wont do anything.

So please tell me and assist in this matter as I was charged due to negligence on both your reps side as well as the hotels employees. And the amount of money we are talking here is about 500$. I will appreciate hearing from you as soon as possible and resolving this matter accordingly. Also I would like to have all my recorded phone conversations with representatives Hotel.com for my further action.

Sincerely,
Yuriy Pashkovskiyy

Today 10/26/18 I called because I just had a 3 night stay and did not collect any rewards.
The customer service had 2 different reasons why which did not make any sense.
First reason was that when I booked I did not book through my membership. That's a lie cause when I did book I took a screenshot and it clearly shows my membership number included.
Then after she realized that was a lie she comes up with a different story and says that I didn't collect any nights because I used a coupon. First off that makes no sense if that's truly hotels.com policy because I have used a coupon before on the mobile app and I still collected nights. Second I have a screenshot of the price after I entered in my coupon and it said I would collect 3 nights with this stay!
This does not add up to me.
I am extremely disappointed with hotels.com. I have been booking through this site for a while because of the rewards program. Everytime after a stay when they ask if I would recommend Hotels.com I always score 10 and the reason why is for the rewards.
Now I refuse to book through this site and will not recommend hotels.com. This is really unfair I paid alot of money for this stay to not collect the nights it clearly stated that I would. Also its extremely unfair and false advertisement if I can redeem a coupon and collect nights on the mobile app before and this once I did not.
I'm sad to be done with hotels.com but this was not right.

If you book with Hotels.com an apartment hotel and if you arrive after 'check-in' time and the crook hotel owner does not give you a key, you are not entitled to any refund or support whatsoever!
Your money are gone.
That happens to me this weekend. We booked an apartment hotel that was run by a dishonest owner. Arrived at night just to find out that no key available and no way to access the room. As a result lost money and Hotels.com does not want to do nothing about it.
Won't book with them again and do not recommend anyone else either. It's a sort of legalized scam ring.