Hotels.com
Reviews and Complaints

I booked a hotel through hotels.com on Thursday 9 June, and on the same day submitted a form for a a price match and received an automated response confirming receipt of my price match request. The price for the room on Hotels.com was £2,231.71 and the price on stayforlong.co.uk was £1916 for the same room. After chasing it a couple of times, on 14th June I received a response which states 'we confirm the lower price that you found and will match it. You will receive a refund for the difference of £77.80. Actually the refund should be £315.71.

It is a small hotel that I booked, and so clearly the rates will change as soon as someone books a room, and therefore not feasible to expect to check 5 days later and expect the same deal to be available.

I am complaining due to the service I am currently receiving following a refund I am still waiting on. I have been getting emails from Hotels.com with a fake number to call back to process a refund. however, when I try to request this through the online chat, the agents I speak to advise me to wait further days for a refund to be processed. I have been advised by recent emails to send over relevant information, such as my post code and the date the payment was taken from my account and as such I have, I provided this information. but have not had any correspondence accept to call back on the following number: [protected] this number is unrecognisable it looks like an international number to me and won't let me dial out. I requested via email for an agent to call me back directly instead. and I am still not hearing anything but repeated emails stating ' Hello Michelle,

Thank you for contacting Hotels.com regarding your refund request.

We apologize for the inconvenience. Please call us at [protected] to process your refund.

Regards,

Melody D.

mnlmduller2

Hotels.com Travel Team

Please see below some attachments of the emails I have been receiving lately, with no outcome and fake numbers provided to call back on.

We booked a kight through hotels.com ans it was the wrong location than we thought we were booking.

I called hotels.com and after being on hold for over 20 minutes, was told that the offline team would take care of it and I'd hear from them shortly but the transfer from 1 la quinta location to the other was complete. She said they would call me with the confirmation number.

We waited for hours and kept checking our reservation online but it never did change. We had our children and had to get a place for the night.

Hotels.com offline team never did call us. La quinta (the wrong location) tried calling us twice at 4 am but we were sleeping and they didn't leave a voice-mail.

We won't use hotels.com or recommend it ever again.

Hello,

I booked Hotel Zlatá Váha for one night, from 31st May to 1st of June. My booking details state that check-in starts at 3pm. Nothing mentioned about reception closing at 10pm. The emergency phone number on the locked gate didn't work (my flight was delayed, I turned up after 11.15pm).

I ended up walking the streets of Prague for 2 hours, with my 10 y.o. daughter before finding a hotel for us.

The details of the hotel: Hotel Zlatá Váha, Senovážné nám. 981/21, Prague, 11000

Czechia

+[protected]

On 5/22/22 made reservations for the Desert Moon Hotel located on 1701 Fremont St. Las Vegas, NV for 2 night stay, 5/27 and 5/28 - upon arrival on 5/27 at around 1:30am motel did not look as advertised (homeless, junkies, prostitutes hanging out on premises) approached the check in window, Natalie (hotel manager) who gave us the room key #9, upon entrance no lights working, outlets with NO power, no trash can, bedding sheets dirty with cigarette burns.

I have a few pics of the outside, I was so upset, scared and uncomfortable. This is such FALSE ADVERTISEMENT. Nothing how it is advertised online.

Went to Marriott in Troy MI to check in and Nada at the front desk was useless. I had a reservation made at my Marriott not at a third party and I told her that the rooms were wrong and she had two rooms with queen beds. I told her I called Marriott and they told me that the king room had to be prepaid for a rate of $124 plus tax and the two queen beds would be $169. I told her I had a king room and a double room reservation. She said she would fix it but said she couldn't tell me the rate. I kept on asking her to explain how she could help me if she couldn't give me the rate. I said maybe we could get a supervisor to help and she said she's at lunch I am now the supervisor I said again how can you help me if you can't tell me the rate and then she said because of my attitude that I would have to leave the hotel. Now if you want to have someone like this take care of you then good luck. I left the hotel and called Marriott directly to tell them what was going on and then they said that reservation was canceled by guess who Nada at the front desk. I have stayed at 3 Marriotts this week but no longer. I went next door to the Hilton who were very friendly offered me a bottled water and the Hotel was in walking distance to many restaurants. If you want to stay somewhere in Troy don't make it Marriott the service and the location of the Hilton and Hampton Inn would be a much better choice!

We arrived at the Globe and Crown in Yeovil on 27th May only to find that the hotel had been closed for some time. So we were left stranded on the holiday we had been looking forward too. I could not get any answer from the telephone number provided being +[protected] and have also been unable to contact any non-virtual representative at Hotels.com. When I type in my booking reference number being: [protected] your virtual help tells me this number can not be traced yet I have it all printed out on paper which I took with me.

Please can you tell me what happened to this booking which no appears not to exist? Thanking you.

If there is no issues, this company is ok I’ve been a customer for years so it’s disappointing as when there is an issue it’s taken months of bouncing around and still not resolved. The telephone operator made a mistake when altering our booking and removed breakfast. I picked it up and they apologies and advised me buy breakfast and they would refund the full amount (confirmed over the phone and in writing ). But after my travels and providing the invoice for a refund of $510, It’s been bouncing around and no one can assist, or has no records and 2 month later still following up trying to speak to a supervise. Raised so many support calls and explained it so many times to the support team so it’s very frustrating. The supervisor calls back at 3am. So this company has lost me as a customer and is not worth the rewards nights go straight to the hotels.

I made a reservation to the Park West Inn in Augusta, Georgia. I paid exactly $213.33 for a four day, three night stay. So after a 15+ hour drive, I get to the hotel to check in only for the front desk to tell me that Hotels.com only paid $38 “special rate” to the hotel for my stay, that they don’t take third-party special rates and that Hotels.com was supposed to call me. But the thing is that there was no special rate. I paid what I paid and now I’m only receiving a partial refund.

Booked hotel at Gatwick airport for overnight stay with early morning flight next morning. Due to flights changing which is frequent in the current environment (post pandemic) I could only change the hotel booking by canceling when using a Tesco voucher. Cancelled as instructed and then Hotel.com refused to credit back the voucher (£165) to use again to rebook as against policy but following through a process as instructed. Total lack of cooperation from customer services with typical text book reply of quoting policy without looking and understanding whole picture and checking facts by advising that Hotel.com never issue credit vouchers which is not correct, will be recommending to Tesco that Hotel.com is removed from being a rewards partner from immediate effect unless this is resolved as requested which is not unreasonable as a customer.

Bought 2 $100 gift cards in 2018 which I had merged into one but never got to use it due to the pandemic. May 2022, I tried booking for a hotel in Singapore but there was nowhere where I can use the gift card whether I book through the app or on the website. I decided to checked the card balance online, it can't find my card. I tried calling their Philippine hotline but it cannot be reached.

I recently stayed in a Marriott hotel and they had mobile check in with keyless entry for rooms. You do not even have to stop at the front desk to check in - after the HORROR that took place in Las Vegas several years ago it is incomprehensible that this is allowed.

Dear Sir / Madam,

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

The issue that I have experienced was: I had to cancel my stay due to illness. I have requested a refund 4 days before I was due at the hotel via messaging system on your app. I have also contacted the hotel itself. They have agreed to look into the refund and proceed as long as they get a request from the agency (hotels.com). I have contacted you again via phone asking to contact the hotel, which you did call on same day. Unfortunately you did not follow up with the hotel in writing. You left it until the day I was due at the hotel and it was too late. Therefore I’m requesting a credit on the account from you or a full refund to my payment method.

Also customer service has been absolutely unacceptable for past weeks.

I cannot get hold of anyone to discuss and you are very slow at responding to my requests.

I find it very unprofessional for such big company.

It occurred on or around: 05/04/2022

This meant that I have lost £437.88 for the booking and lots of time and ££ trying to contact customer service.

I am hoping you will look into this and fully refund my booking. I have been a gold member for years.

I look forward to your prompt response on this matter. As recommended by Trading Standards, I would like to keep a complete record of my case, so please reply to this email address.

Yours faithfully,

Ewa Wojtczak

Booking Reference [protected]

Cancellation refund

Was able to reserve and pay for the room with a Hotels.com gift card but yet they canceled it hour later so they were on able to verify or validate the payment method i’ve dealt with this on numerous occasions this has happened probably about 20 times in the past four months and it’s getting to be a bit ridiculous you buy a hotel.com gift card you think they would be able to validate their own gift card but yet they still don’t you end up going to a room thinking you have a room and you don’t when you get there it’s embarrassing that mention the fact very stressful and frustrating and then they tell you will call you in two or three hours but yet they never call you they never contact you they never fix the problem the issue you another gift card only get the E gift card and it doesn’t work either no matter if you start a new account have a new phone number not what you do you can’t use it and it’s insane

It has been 3 months of calling to get a refund. Still no refund. The worst company I have ever delt with. Will never use this company again

Booked a room in Charlotte NC for a concert more than a month in advance, was notified 2 days before travel, that the hotel would not honor Hotels.com bookings. Mind you I paid in full, and Hotels.com took my funds immediately.

There were 2 high profile concerts in Charlotte that night, and rooms were scarce. They tried to re book me, but the options near the venue were in very sketchy hotels (1 star, half star).

They canceled my reservation, and I had to book another room, on the other side of the city. It was 60% higher than what I had paid a month earlier.

They were to refund me the original amount in 7 days. Its been more than 2 weeks and still no refund.

I have called 6 times and get the run around each time. Plus, they REFUSE to escalate me to a manager.

This is an absolute joke of a system. Beware.

I made reservations on Tuesday May 3rd for the Hilton Garden hotel in Sacramento for a check on May 7th. I showed up on May 7th and the hotel told me they never received my reservations. I then spent time to contact hotels.com to call the hotel to confirm my reservations. After about 30mins or so the hotel told me they didn’t have any rooms and they were sold out. I had my 3kids in the car waiting at 10 o’clock at night waiting to go to sleep.

This was very unacceptable and very frustrating having to deal with this.

I was offered a refund but not sure if that was done. I would like more than just a credit for all this work I had to do. I didn’t have to spend my night having to contact hotels.com about a reservation that should have been done days ago.

I booked 2 rooms I found them 30 plus dollars cheaper they found ever reason not to price match! I will never use hotel.com again! Agents are VERY rude! NEVER AGAIN!

I have a hotels.com gift card for $100 that I made a booking with last November 2021 at Residence Inn in Temecula Ca . I later canceled the booking and assumed the funds would be returned to the card , I have called the hotels .com customer service # about 10 times in the last few days . No one can reinstate the funds to the card or send me a new card electronically, when I try to make a booking with it it says inactive. The customer service tells me to call Cashstar and then they tell me to call Hotels.com . Maybe the new card was sent to my junk mail and got deleted, but I haven’t used the funds so I don’t know how to retrieve the amount . The confirmation number is [protected] .The gift card # is [protected] . My name is Paul Gilbert [protected]@ yahoo.com Mobile # [protected]

I booked a hotel for 9th April via the Hotels.com app. This was the Merchants Hotel in Manchester, confirmation number [protected]. This was 1 room, for 2 adults at £80. I selected pay at the hotel. On Tuesday 29th March I was sent an e-mail from Hotels.com stating a hotel had sent me a message. This was from the Merchants hotel stating they had cancelled my reservation as they were unable to take payment. Something which they should not have tried to do as pay at the room was selected when booking.

I was unable to rebook the accommodation and went on to book elsewhere.

On the 9th April the Merchants hotel were able to charge my card £200. I did not authorise Hotels.com to pass on my card details and was shocked to find that this hotel were able to take any sum of money from my account without any authorisation or notice.

Hotels.com have since refunded my money, having had to chase them via phone, e-mail and eventually Twitter to get a response. I have since been chasing to get an explanation to why my full card details were sent to a hotel for them to use and take whatever amount of money they like from my account. I have been promised a call back from a manager over 5 times now, which has yet to materialise. They have told me since they have refunded my money they believe the complaint to be resolved.