Hotels.com
Reviews and Complaints

I booked Hampton by Hilton @ Gatwick on 30th April 22 via Hotels.com, using a Tesco voucher and credit card for remaining balance. The reason for the booking was that I had an early flight the next day. the flight was changed to another time/day so asked for the booking to be ammended as the return flight meant i was arriving very late so needed to stay in the hotel at the other end of the break abroad. Hotels.com stated that ammends could not be conducted on line when using a voucher but advised me to cancel and then rebook. I followed through with the instruction. They did not then allow me to rebook without paying the full price myself and refusing to credit me back the amount i had used in both vouchers and money to rebook. Hilton refused to credit back as stated they do not honour a cancellation only ammends. I was left out of pocket and Hotels.com continue to state that as the booking had been cancelled and i am not entittled to a full refund or a rebooking. Hotels.com instructed me to cancel. I did not want to cancel but only ammend. If the ammend had taken place then Hilton would have honoured the change. Hotels.com response and handling of the whole incident has been appalling continiously denying this is their fault despite providing evidence to the contrary. I had to book another hotel using my own money and Hotels.com are still refusing to provide a refund even if it is a credit against my account for a future booking as i am flying 3 times in the next month. What is ask for is reasonable and fair but Hotels.com is refusing to co-operate and denying any wrong doing. Customer Service teams are clueless and provide nothing less than typical text book replies that do not resolve the issue that is still outstanding 6 months later. How do i escalate this please apart from write to the chair of Expedia in Texas USA. Kind Regards Denise Pieri

I was a long time customer for hotels.com and I booked a hotel from there with an early check-in included, when I showed up they refused to honor the early check in and asked me to come 7 hours later, while clearly putting early check In in there the hotel was $65 overpriced than other hotels and I picked it for the early check in feature upon calling hotels.com they said they can’t do nothing after 30 mins of going on and off they hang up on me, agent name was Camille really terrible customer service, they’ll never have your back

During my stay at the Clarion - Strasburg, I was bitten multiple times by either bed bugs or fleas, not sure which. I went to the front desk to complain about the bites, and they said they would forward the information to the manager. I have been itching since Saturday. I also experienced congestion, sneezing and coughing while there. I took the filter out of the A/C and washed them they were filthy. We chose this Hotel because we stayed there in the past and had no problems.

The people who worked have a helpful demeanor but they did not even do the basics of hotel hospitality. My son and I booked two nights thinking we could stay there to be close to SCAD University Equestrian facilities and to Savannah.

We checked in late on the evening of 8/25 actually morning of 8/26 after a long drive. There were no towels in the room. There were only two shampoo bottles,no conditioner and no bar soap.

The air conditioning didn’t work enough to cool the room and it smelled very bad.

The pool was green and had a sign that it was closed for chemical treatment. It looked like a swamp.

I walked to the desk to get towels in the morning and a half hour later we still didn’t have them. My son had to use a tee shirt to dry off.

I also saw women of the night chatting g outside their rooms smoking cigarettes. We left and did not stay for the second night.

As we were there only for a few, very disappointing hours. I would like one days charges refunded please.

Book at Microbrasserie La Baleine Endiable on Aug 22, 2022, no from desk pesonnel, owner more interested at serving beer at bar, finally got someone to check me in after 30 minute, room smell like someone smoke nite before, basement room also smell humide and no A/C to put on to change air in room, open window but smell from farmer field was worse, no TV, did not stay overnight this is not a 4.5 hotel , maybe a 2 star at best, this gotel should not be on your site at all, stay at , stay at franchise hotels like comfort Inn and they are a lot nicer and are only rate 3 star.very dissatisfied with this hotel picture on site foe room is deceiving .

I had a 1000.00 hotels.com gift card...I used approx. 500.00 in May 2022...I went to use it 2 weeks ago...I check the balance and there was 500.00 on it...I was looking to book a hotel in San Diego for October...I looked and left my computer, to come back to it 3 hours later...It said to refresh, I did, I checked the balance and there was only 10.00 on the card...I called hotels.com and was sent to a total of 9 people...NO ONE COULD HELP...I was on the phone for 2 hours..nothing was resolved...I send an email, per representative, no response...no one had a supervisor, they said a supervisor would call, no response. I am literally at my wits ends..I called again and got the same exact run around...WHERE IS MY 500.00...How can you run a business like this...I purchased 2-1000.00 cards...does this not matter to you people...I want this investigated and resolved..I did nothing but be patient...I am on a restricted budget and had counted on this for an upcoming nieces wedding...PLEASE SOMEONE HELP

Dear Sir or Madam,

Reservation Confirmation [protected]

At approximately 1410hrs today (Saturday 20th August), I walked into the Hotel Caktug, Dalaman with my printed Hotels.com proof of payment and reservation. I was told by the hotel Manager that no rooms were available because he was housing Immigrants. There was several Immigrant families, Foreign Nationals, in the reception area. I explained that I had a confirmed, paid reservation and this was Breach of Contract. The manager invited me to stay “at his brother’s hotel, then “his friend’s hotel”. I declined and paid for a taxi to take me to a hotel near Dalaman airport ready for my return flight on Sunday 21st August from DLM to MAN. Before this matter is escalated, as a Silver member I kindly ask for your advice and guidance under these exceptional circumstances.

Thanking you in anticipation.

Sincerely,

Mr. David J. Howe

Silver Member

c.c. file

Stayed in La Quinta in Logan, Utah August 16th. Reserved through Hotels.com. After an awful stay, we contacted Wyndham properties for a refund and were told they would be happy to but we have to go through Hotels.com. Tried and tried to get through to anyone without success. Virtual chat assistant can't find our booking after putting in email and confirmation number many times. Tried calling the phone number and after 10 minutes their automated system tells me it can't help at the moment and to call back later.

Good reviews are fake, this place is filthy ! Gross clientele hanging around. Trash and dirt everywhere, inside and out

I don’t know how anyone could rate this a good hotel. It is filthy inside and out, skipped breakfast just for that reason. All hallways are dirty and need vacuuming. Trash and duct tape in lobby for our entire visit. Hair in bathtub, pee droplets in front of toilet, beds were old and not pillow tops as advertised , trash on end tables, cigarette burns on curtains, lamp shades stained with what looks like blood, people living in motor homes behind property and smells of cigarettes and fabuloso. At $240 a night you would think they could hire a few more staff members to help clean and fix property. Just awful!

I unfortunately booked a hotel on Hotels.com and need to change it and cannot reach anyone. The chat is Artificial Intelligence (AI) and does not recognize either the Hotels.com confirmation # or the hotel's own confirmation #; no phone numbers are provided on the site so I had to find it on Google, but when I called, the same thing happened. It is all AI controlled - the confirmation was not recognized and when I pressed "0" as instructed to connect to a representative, I was looped back to the AI system. I already paid money to them. I am going to cancel everything instead of just changing. I do not trust this company and will never use them again. I may have to contact the authorities to find out what I need to do next.

I made a reservation for my family three weeks before and hotel.com took my money ($318) and sent me my reservation information. When I arrived at the hotel the reception was unable to locate the booking and when I contacted hotels.com through the virtual chat I was put in contact with an agent. The agent called the reception and dropped the call mid way through and receptionist reported she could understand her? I provided the customer service agent my cell phone number and she called me back and I could barely understand what she was saying? She told me she was going to transfer me to another department to resolve the issue and placed me on hold for 10 mins! The other department called me back (I assume the supervisor) to say they would attempt to find another hotel in the area? At this point I had lost confidence in Hotels.com as a company and requested my money back. The supervisor informed me this takes 7-11 days and offered me $100 gift voucher as compensation and I told this was not acceptable as I would not be using the service again. I have filed a complaint on the website, but I have zero confidence this will be resolved as its automated. My family ended up sleeping in our car overnight as all the hotels were booked out and we were just exhausted after driving for 10 hours!

Good day,

My complaint is my 18 year old daughter used hotel.com to book a hotel in Toronto on August 6,2022. She stayed at the CHELSEA HOTEL which was a lovely stay. She is now charged over $1000 from hotel.com for $564.38 and from Chelsea hotel for $457.15. She was advised that there would be a $150 deposit which is normal and that amount is now back on her visa.

We will never use hotels.com due to double charge, especially a student who cannot afford an extra charge.

I booked a room at Hotel Silver Lake in Los Angeles for 7/27-28. A hotel I found on your website. The picture of the room looked clean. However when I arrived at the hotel it was like something out of a horror movie. The elevator smelled like something died in there. When I got to my room and opened the door the smell was equally as wretched as the smell in the elevator. The beds, sheets, and blankets were covered in stains. Instead of a normal lightbulb in the bathroom there was a red light which made me feel as though I was in hell. The ironing board was covered in urine and blood stains. The walls had blood stains as well as the bathtub and shower curtain. I was there with my young son and I didn’t stay long enough to find out if there were cockroaches but when I Googled the hotel I found more reviews similar to what I am describing here if not the exact same things. I was afraid for my young son who has an immune system deficiency so I had to go and book another hotel. I feared for my life and the life of my son. This is not acceptable at all and is clearly a case of false advertisement. I said something about it to the woman at the front desk but she was uncooperative and refused to give me my money back. I don’t know how you can advertise a room of that ridiculously low quality and give it 4 stars on your website that totally misinterprets the actual room as it was not fit for human living. I was absolutely mortified. I would not even let my dog sleep on that bed with those horrible stains let alone my young son. I will be filing a complaint with the Better Business Bureau against your website and the hotel. I would like an immediate refund for the full price that I paid. If something isn’t done about this none of my family or friends will ever book a room through your website again. I will go on every review site that I can get on and warn them not to book a room through your website as it is filled with false advertisement and lies. I trusted you, it’s supposed to be a trusted website. Yet you are letting good people book rooms at roach motels and hovels like this. It is just not acceptable at all. As I said I would like a full refund immediately. Something must be done about this now!

I spoke with a virtual agent on 04/08/22 regarding a booking I had with them for the 19th - 21st August 2022 to go and see a Coldplay concert. We received notification that the concert was being moved from the 19th August to the 21st August due to the tube strikes happening on the 19th. I contacted the hotel to see if we could move our stay by 1 day and stay from the 20th - 22nd August instead, the virtual agent told me that he wasnt able to do that for me as it was showing no rooms available for the 21st evening. He suggested I cancel the booking and try re-booking for the dates I wanted. I told him that I had used a clubcard voucher for part of this booking £120 and the rest of the booking by cash £90 and asked whether I would get this back and he assured me I would. He went ahead and cancelled the booking and the hotel are now refusing to give me any refund back due to their cancellation policy. I spoke with another virtual agent to say that it wasnt my fault I wanted to change the booking and that their advisor advised me to cancel it and so that is what I did. I have now lost £200 and cannot afford another hotel to come and watch the concert. This is totally unfair.

I paid just under $400 for a hotel room at Country Inn & Suites, New Haven, Michigan. The date was Saturday Aug 5 2022. The hotel room was extremely dirty including footprints on the wall. There were old wash clothes in the bathroom. The walls were filthy. Cracks & crevices in drywall. The drawer pulls were missing. We complained to manager, who was very nice and agreed the room

was filthy. We were headed to a wedding but manager switched us to new room. When we came back from wedding we were issued new room. Sadly same outcome. Very dirty including bugs. Please see videos.

I booked a hotel for a stay in Valdosta GA on 7/26. I had until 7/25 to cancel without any charges. I cancelled on 7/21. On 7/26 I got charged for a stay I cancelled. I have called Hotels.com 4 times now to get a refund. The first time they said it was denied. The second time they said they had filed a claim and that someone would contact me from Hotels.com. Never happened! The third time I was told that the refund was processed by Hotels.com, but I had to contact the hotel. This morning I contacted the hotel, and they informed me I booked through hotels.com and I had to get a refund through hotels.com. Now I'm back on with Hotels.com and they say I have to call the hotel. Not gonna happen! So now the agent is back on the line with the hotel, but told me again I had to call the hotel after telling them I already called and that was why I was calling hotels.com. Come on seriously! Also, the hotels.com website states, when you click pay at the hotel, that the card you are using to make the reservation will not be charged. It is only to hold the reservation. I applied and got a hotels.com credit card so I could get the maximum advantage for my road trip. Two separate hotels charged on the card I booked with, even though I provided them the hotels.com credit card to pay with upon check-in. Now neither hotels.com nor the hotel will change the charges from my reservation credit card to my payment hotels.com credit card. So I didn't get the advantages of using my new cc. This is really how you run the business? I'm very disappointed.

I made a booking in Santorini. My flight was supposed to arrive very late so I tried to contact the hotel many times (via chat, email and phone) to advise about my arrival time. They didn't answer, so I contacted Hotels.com via chat. The agent (Jose) said that I should cancel the booking (despite of being non-refundable) because they couldn't guarantee that it'd be open, but that I'd get my money back after a few days.

Because I was still going, I had to make another booking much more expensive (because it was only 4 days in advance).

A few days later, Hotels.com contacted me saying that I lost my money and they couldn't do anything because it was the hotel's policy.

At this point, I wanted to fill a complaint against that agent for his misinformation, so I used the chat again to ask how to do that.

The new agent (Noemi), after keeping me almost 1 hour on the chat, finally agreed to give me a phone number to call, which I tried, but the phone was wrong. I asked again for the real one and she gave me a number of US (how much more is going to cost me this?). Absolutely useless!

Booking number [protected] Holiday Inn Express Ealing

I made an original booking with you for the night of 30/06/22, this was confirmed by email. However, 6 weeks later I received a cancellation email from you staying that the hotel was now closed on that date.

I contacted the hotel directly and they inform me that the hotel has been closed all season for refurbishment and was never available on the dates I requested. This is false advertising as clearly there was no way my booking would be honoured, despite me receiving confirmation of my booking from you.

This has resulted in an extra cost to me of booking another hotel at a higher charge due to the shorter timescale, in addition the stress of booking another hotel for the event we are attending.

Therefore it was agreed with your company to make a payment to me of the difference in total cost. I was advised to send a copy of the invoice from the new hotel showing the costs, once I had completed my stay, in order for the payment to be processed. However, after sending this to you, a month later I am still awaiting this payment to be made.

Please advise ASAP that this is being activated.

Tracy Driscoll

I recently booked a room in Venice through hotels.com however have also come across the exact same add on booking.com. The establishment was the Corte Canal, Venice and as per the listing online the room seemed like a rustic modern apartment. At no point in the listing did the room we stayed in feature and it was also not made clear that it was a communal bathroom between 4 other rooms. I was travelling with my mother and sister and cannot express how inappropriate it was to have a hostel type accommodation. The room was also situated on a the 3rd floor with only stairs as an option, a factor also left out on the listing. The listing noted a private courtyard however as you can see from the photo provided this was little more than fenced in grass. The walls were mouldy and peeling and there were inappropriate items left in the communal bathroom as also pictured. I look forward to hearing from you and discussing the further issues of which there were many.

I had a booking for the Fenland Guest house on 20/7/22 that was for bed and breakfast, When we arrived we discovered that the guest house had closed down. We were supplied alternative accommodation at a hotel but were charged an additional fee for breakfast.

As i paid for bed and breakfast i expect a refund for the cost of the breakfast (£35.00).

Thankyou

We booked the room at Sea Mist "Oceanfront" Resort due to the information on the hotels.com website. It said, even on the receipt page, that we would have a "resort view", 2 king sized beds and a nice condo with ammenties like kitchenware and trashcans. We had none of that. Our view was a rundown apartment building across the street. We didn't have any king size beds. There were 5 horribly uncomfortable, old lumpy mattressed double beds, a shower that didn't work, and no kitchenware or trashcans. When we couldn't get the hotel management to do anything about it, we spent 2 days calling hotels.com All they said, initially, was to contact the hotel management. Eventually, they stated they'd get back to us within 72 hours. We never heard from them again. We couldn't get a refund, or help finding someplace else to stay. It was horrible and it's because hotels.com lied on their website. Either they or the hotel, or a combination, should refund our money. They ruined our vacation.