Hotels.com
Reviews and Complaints

I tried unsuccessfully to book a hotel via the Tesco clubcard deal.

The website stated that it used vouchers (of which I have £330 worth ) When I tried to book it asked for my credit card details and the money now taken from my credit card. I am unable to afford this kind of money and would like a refund on the card and use my Tesco voucher which was bought with excitement of using.

The Hotel was The Cliff Hotel and Spa, Gwbert, Cardigan.

All this took place between1and 2pm today (March 9th) and have been trying ever since to resolve this issue by telephone call...impossble.

Dates booked were for the 8th May to 10th May

Confirmation no.[protected]

Hope that you can resolve this for me.

Awaiting your reply before taking this further.

Thank You

Mary

I Brenda Archie made an reservation through Hotel.com for a 1 night stay in Savannah Georgia at the Desanto hotel. I contacted Hotel.com on line service.

I informed the on line agent the weather from Myrtle Beach to Savannah Georgia was severe weather tornado and thunderstorms. It would be dangerous to drive under those conditions. My credit card was only to be charged when I checked into the Hotel by the Hotel. I was informed I would be charged for the night. I am very disappointed with Hotel.com. I will not recommend this online service.

On February 2020 bookings were done for 2nights August 28&29.

Deposit of R1000 paid. Covid19 hit on march 2020,. Request the bank to reverse payment as an event cancelled due to lockdown. A bank teller phoned recipient" Self gate lodge Polokwane. She was told refund can be done on 30% loss or cancellation or move the date whenever suit customer. Now we phoned to reserve/bookings have no room available. We opted for refund and Zanel said no refund, cancelled after 2years. No one phoned to ask the depositor as receptionist confirmed "names and cel no.appears. There was nothing received in writing. Please sort this matter as 2years ends 28 August 2022 not in February.

In mid January I booked two hotel stays to bookend a trip to France. The first for Friday 18th February and the second a week later - Fri 25th. A little later I needed to amend our second stay to the following night - the 26th. However, when I logged in to the Hotels.com website there was no record of my booking. I checked back through the confirmation emails I received and realised they only related to the first booking at Kyriad Direct in Arras [protected]). Relieved that I'd checked, I searched again and booked a new hotel (a B&B Hotel in Arras - [protected]) for our second night on the 26th. This was confirmed by email and also appeared in the bookings list on my account. We went to France and used both of these bookings without issue.

On returning from our trip I received an email asking me to review a hotel - the Premiere Classe Cambrai, Proville. However, we hadn't stayed there so I assumed it was just an admin error of some sort. However, on checking my credit card I found I'd been charged for a stay there and realised this must be the hotel from my original booking. This prompted me to get in touch with Hotels.com via virtual chat where I was told that the booking had been made and the hotel had taken the charge and would not offer a refund as the date was passed and the booking hadn't been cancelled.

As I never received a confirmation email and the booking was not recorded on my account I had no way of cancelling if I'd wanted to. Neither did I have any means of amending the booking, finding the hotel or checking anything about the proposed stay.

Hotels.com have said I must have made the booking through a guest account which is why it didn't show up on my account. However, their request for me to review the hotel came in an email to my usual email address, the one registered to my Hotels.com account and included an additional request to review my other booking (the Kyriad Direct in Arras) that does appear in my account. The agent I spoke to even suggested that this might be down to technical issues with the site.

The Hotels.com agent then told me that the charge was down to the hotel and said he would contact them regarding a refund, which he appeared to do. When he returned he said they had refused the refund and there was nothing else he could do as it was down to their policy. However, I made the booking through Hotels.com rather than with the hotel directly. I rely on Hotels.com to deal with my booking and confirm it so am unsure how this can be down to the hotel. I do not blame them for taking the funds for a booking that was made at their end but equally I cannot be blamed for not using, amending or cancelling a booking that didn't appear to exist at my end. As the broker in the arrangement I feel it is down to Hotels.com to accept there has been a error regarding my booking and refund the charge.

I have a full transcript of the conversation with Hotels.com virtual chat and screen grabs of all booking screens etc to support this.

I booked for 28 nights, paid $2760 when I made the booking, I received confirmation, 10 mins later I received an email which said my booking was cancelled.

The only reason for this accommodation was due to the surgeon explaining I need to stay as close to the hospital when I leave as I need to frequently visit the hospital before heart surgery.

I have rang a number numerous times, I am told the same thing over and over, which is someone will get back to me, not once has anyone had the respect to ring me. I have rang numbers which are not connected, it is a joke, I strongly recommend DO NOT USE this company ever.

They show no respect whatsoever and take no responsibility for such a critical situation.

They do not care for anyones health, it’s all about the money, which I do intend on doing whatever it takes for them to return the full amount.

I visited Hyatt Place on a business stay and realized that they hired a employee named Craig Davis that have participated with other Confederate Flag racist name calling neighbors on Greenbelt street in Lansing and that stalked, harrassed, watch, and taunted a black woman and her children.

How can you offer equal treatment to guest if you have a manager that completely hates "black women" so is black women not allowed in this hotel?

How do you employee a man who follows a little girl on her bike or watches her play in the front yard.

His "Karen" wife Kacie is mad because she cant have children and is going through medical help to try to get pregnant but why fault the black woman for tour "infertility" issues maybe that's a issue for you to address with God and Craig.

This is sick and he is very unprofessional and all should feel welcomed at hotels and not be on alert that they would be judged by the color of their skin.

I called hotel.com as my reservations was cancelled when I checked it. I called their 800 number and was sent to their booking company. They explained quite clearly that I must buy a Hotel.com gift card and they would refund to the card. I bought a card $600.00. I knew better but I checked and it was a Hotels.com number. Ha. They cashed the card before I could check any further. I am out 766.00. When I called the scammers, they asked for my conformation number just like hotel.com does. They used my conformation number to tell me what hotel, the amount I paid for the night and all about the room I wanted. Sounded ok. It was a scam. Hotels.com said they would call me within an hour, they never called. Checking on line I learned that hotels.com is very aware of this scam and has done NOTHING about it. Stay away. Go directy to the hotel. I am sad.

I made a reservation in this hotel for a room from 22 to 23 of February and my credit card was debited.

But this hotel DOESN'T EXIST since 2 years.

I want my money back as soon as possible !

Isabelle Bourboulon

isabelle.[protected]@gmail.com

Hi I was extremely disappointed withy recent stay. When arriving there was only one set of towels for 2 adults. The hotel looked virtually abandoned and uncomfortable with sofas tables etc packed up against walls etc not warming or welcoming at all I would not of fwlt comfortable at all. Also you could feel the warmth within the reception area and as soon as you went to the area of the rooms it was freezing cold the heatin did not qork through the night even tho was on full also only 2 pillows per bed one each. My partner an I stay in alot of hotels due to his work and this was disappointing

I was billed via my credit card for a reservation I did not make and the bank will not remove the charge without "proof" I did not book the room. Booking.com turned in the charge to my bank for a room at a hotel in New York on December 4, 2021. However, I was in Texas nearly the whole month of December including on December 4, 2021. I have not been to New York since 2003 and did not stay in a hotel then. The bank says that Bookings.com has "proof" but there is no confirmation number or any other proof that someone can be in Texas and New York at the same time!

I have been a long time user of Hotels.com & just thought my night points just expired. I booked a total of (31) days between 21-Dec-21 & 6-Dec-21. I was logged in & the booking showed I would earn nights.

After my stay I waited for my free nights - NOTHING. I called Customer Service who said I wasn't enrolled in Rewards, but would enroll me & that it shouldn't be a problem to get my free nights.

To my dismay, CS said because I wasn't enrolled, I got no free nights.

DISAPPOINTED Customer

Will no longer use Hotels.com

Booked through booking.com for a week the room next door played rap music so loud 24/7 it gave me a h/ a I complained to the manager she knocked on there room told them to move they never did as I'm writing this the manager is cleaning rooms and the room next door continues to play rap music very rude and inconsiderate there is hot water maybe once a day the daughter answered the front desk phone and stated I had to mess around with the Broiler so they give you hot water when they want

On [protected] I reserved a room at vacasa in Panama City beach. For one booking and Vacasa had a the room came with stove top oven and it didn't. Then I woke up at 3 am to water poring down from the ceiling and I notice a big water spot on the ceiling. Also there is no hot water.

On January 30 I made a reservation for 2/11 to 2/13 at the La Quinta on Greenwich in Wichita. This is the third weekend in a row we stayed there. There was an issue on the weekend of 2/5 also, but we let it go. The ongoing issue involves our handicapped family member. We requested a handicapped room to accommodate our family member in a wheelchair. On 2/5 we checked in to the hotel and were told there was not a handicapped room available, despite us requesting one. The hotel made it work for us, so we let it go. To avoid this issue again the next weekend I called on 2/11 to ensure we would get the handicapped room. I was informed by the property that we did not reserve a handicapped room and they have no handicapped accessible rooms available. I have a screenshot showing that I submitted this request on 1/30/22 at 7:55 pm. It shows this request was read on 2/1/22 at 9:30 am. The hotel property says they did not receive this request from hotels.com. I spoke with two individuals at hotels.com that said it was an error with the hotel. No one was able to assist us. The staff at hotels.com offered an apology and that’s it. Nothing else. So now our handicapped family member has no place to stay. Staying at another hotel is also not an option. The only option is for our family meaner to stay in the car. Not being able to get a wheelchair through the doorways or into a bathroom, staying in the car appears to be our only option. And again, nothing was done.

26 Radyr Place Cardiff CF14 3HP

I am the managing agent Kate Hughes from Jeffrey Ross Estate agents [protected]

this property is being advertised without permission

many occasions people are turning up at the premises with email confirmations from Hotels.com

We have a tenancy in this property and manage the all the flats for private rentals. I can provide ASTs if needed as evidence of this.

I have tried to contact Hotels.com, which is impossible via telephone if you do not have a booking reference - also impossible via webchat, they would not provide me with an email address to log a complaint and advised me to report the matter to the ombudsmen

surely, part of due diligence is to check ownership of properties before advertising?

today we have had 5 men travel from Scotland to Cardiff for the Rugby to find that they have paid for a service which is just not available and now will have to seek and wait for a refund which is despicable

Sarah Nicole (Agent) joined the conversation

Hi

I have 2 problems.

One is that even though i select 2 beds i keep getting 1 bed and a sofa. I have canceled and rebooked and it did the same thing again

I need 2 beds not just a bed and sofa

And maybe the more important question, before I canceled (because the room i requested came up wrong again) I had a hotels.com discount. Will that discount be reapplied or refunded. It was around $150

Is anyone there?

Delivered

On 2/7/22 I booked a short hotel stay through Hotels.com. I am a rewards member and have accumulated one free night that I could apply towards my next booking. The hotel I selected clearly says that you can Collect AND REDEEM "stamps" (i.e. free nights) on the front page of the booking. For this very reason, I chose to go with this hotel. However, when I got to the checkout page, the option to Redeem my free night was suddenly unavailable. I attempted to contact the Hotels.com Customer Service number but it did not appear to be a US-based number and kept hanging up. I then spoke with someone Online through the Virtual Agent window and was told that I was not signed in. I explained to him that I was, in fact, signed in. He then told me to clear the cookies on my computer. I further explained that I was showing the same result on BOTH my computer, and the phone app. I was then instructed to "wait a few hours and then try re-booking." I further advised that I wasn't going to do that as there were only 2 rooms left and I did not want to lose the room. I chose to book anyway with the expectation that I would contact Hotels.com after-the-fact for a resolution. The Online Agent provided me with an 800 or 866 number prior to disconnecting. I booked and then immediately called that number. I spoke with someone who had an Indian accent making it very hard to understand her instructions. I was able to gather that she wanted me to cancel the reservation and re-book. My concerns were, 1) Why can't you apply the free night to my current booking?, 2) How do I know that canceling won't cause me to lose the room entirely?, 3) What difference would it make if I couldn't apply the free night the first time?

This seems like Bait & Switch, which, if I'm not mistaken, is an illegal practice.

The Hotels.com app consistently does not apply or show nights collected rewards on the app. This is a continuous problem. Signing off/on app DOES NOT resolve issue. Live Travel rep can add past booking, but prior 'nights collected' will disappear . Last issue occurred on 2/6/22

App developer 'rating portal' will not allow any low ratings regarding their preformance

I discovered today while looking at my bank statement that a fraudilent charge was made by hotels.com. I canceled my card but have to wait till the charge is posted to my acct before I can dispute the charge. There is no way to talk to a person at hotels.com.--------- HOTELSCOM9179452714 Held:[protected]:48:29 CST Exp:[protected]:48:29 CST

-$63.24

What a nightmare to deal with you about a refund or anything to do with money. My booking [protected] was cancelled immediately after booking yet you idiots still took my money and after 15 days in our age of electronic technology I am still waiting for a refund that Hotels.com state was 'processed' on the 14th January 2022.

You stall, make excuses and give customers the run around.

The word 'processing' is repeated over again and 'contact your bank' is another fob off.

After years of using this site for all my travel bookings I no longer will be a customer. Good riddance to you!