Hotels.com
Reviews and Complaints

Booked a room for July in London, England, but when COVID hit, all flights were cancelled, and thus I cancelled my room (hearing how other companies were offerring refunds, I mistakingly assumed hotels.com would also refund this prepaid room). I attempted to reach them on thier chat (not avaialble), and called occassionally, but mostly e-mailed so I would have a record on the conversation. After months of chasing (and they kept telling me they could not "reach" the hotel, so I contacted the hotel directly), I was advised that hotels.com had been told that the hotel itself would not refund the room. yet the same day I rec'd a letter direct from the hotel stating that abolutely this was refundable, however, I needed to further contact hotels.com for the actual refund as that company had my credit card information. So essentially, hotels.com is lying. Upon copying hotels.com on the letetr from the actual London Hotel, they "re-opened" my complaint and once again got the runa round that they were "calling" the hotel but then were told to e-mail the hotel (went throught is before). Meanwhile the London Hotel fruther sent me an additional letter stating that is was up to Hotels.com to authroize the refund and then subsequently contact the hotel to advise them. DO NOT TRUST THIS COMPANY!

My family booked a hotel reservation through hotels.com and when we got to the hotel is was absolutely VILE. The police were there investigating a drug complaint, the pool and breakfast that was advertised on hotels.com web site were closed until further notice. We tried to cancel right then, but were told we wouldn't receive a refund if we did. So we checked in and went to our rooms. Once in the rooms we noticed that the bathrooms had long black hairs and urine all over them. The beds had blood stains on the sheets, the microwave and mini refrigerator had food that had splashed and spilled all over them. There was even a sock that was left behind on a shelf from a previous guest. When we brought all of this to the attention of the desk clerk she handed me a bottle of bleach spray and said it's hard to find good help. Needless to say we checked out and had to book another hotel last minute. Hotels, com told me they had to ask the hotel we reserved for the refund. Then hotels.com tells us that the hotel is not willing to give my money back. It's not as if we didn't show up for the reservation, I was truly afraid that we may contract some type of illness with the uncleanliness! I have been on the phone with there customer service 7 times and 5 of those times I was hung up on! The last time I asked to be transferred to a supervisor and the representative asked me why, and what was I going to tell his supervisor? The representative argued with me for 5 minutes before he would transfer me to a supervisor. Once on the line with the supervisor I was told that they cant issue me a refund because the hotel already has the money. I asked to speak to Jacob C.'s supervisor and was told that he doesn't have a supervisor or no one above him I could talk to. So I asked if there was a number that I could call and speak with someone else about the matter and Jacob C. told me I can write there corporate office a letter. Hotels.com should be ashamed of themselves. There customer service is the worst I have ever experienced. I just wanted my money for the first hotel back or another reservation at a different hotel. Instead I lost $400 and had to pay outta pocket once again for a different hotel.. Reservations Date: 07/14/2020-07/17/2020. Reservation Number: [protected] 1

Hi guys,
We along with two close friends booked into the "prama sanur hotel" in bali for two weeks in may 2020.

Covid 19 struck, we are not allowed to travel outside of australia and not allowed to enter bali. (government legislation)
The hotel made us aware that due to the virus our bookings had been cancelled.
On checking the hotel we found the hotel had in fact been closed down.
It was confirmed by the hotel that they had not been paid by hotels.com.
Our travelling companions received a refund six weeks ago!

Despite numerous emails our requests for a refund (a$3400) are ignored.
Phone calls to their office are not answered or just left to ring out.

Early on we had a garbled transmission that we may get what they called a coupon (credit note?) in 20?
My wife and I are both 78 and will probably be pushing up daisies before this happens.

My immediate thoughts are is hotels.com in fact going bankrupt?

I had a two night stay booked at the Barnsley Hotel in Georgia which was non refundable but due to Covid19 the hotel closed and there was no wedding to attend. I have talked to Hotels.com in the Philippines over and over again starting April 2, 2020 and have been assured I will get a voucher to the same hotel within 30 days, 2 weeks, 1 week, 1 day and that was five days ago. When I called them again they said they are working from home and have delays in reimbursement. I think this is a scam. I called the hotel and they washed their hands of it as it was not booked through them and felt that the money was in Hotels.com hands. Do not use Hotels.com or go to this hotel.

I had booked 2 rooms for May 15-116 ( total $324.50) Due to COVID 19 we were unable to go, I cancelled well in advance. When I called they REFUSED refund saying they never refund any circumstance. The hotel called me on May 16 asking when we were arriving ( we actually would have been checked out at that point. When I called them they said they could not do anything because we went through Hotels, com

We booked the hotel below, and due to covid 19 we are not allowed to go, the hotel is closed and we cannot go into wales from England, we booked for 13th June 2020 for 2 nights for 4 people.
I asked for replacement date for next year, and it took too long to come back with an answer, so we have made alternative arrangements for a holiday for the dates in 2021, I have asked for a refund of £295.98 this is the total cost of 2 rooms. because we cannot go next year, I received an email from the hotel.com to say we could cancel, I have also had a long conversation on line which I have the full statements made, I was online for 1 .5 hour before I got an answer, we paid cash and we have been offered a voucher which is no good to us, can I get the money back somehow.?

from hotel.com
Hi Graham,

Thanks for your continued patience.

We received an email from Mercure Cardiff North Hotel and they've approved free cancellation. Should you wish to proceed with the cancellation, you call us at [protected] / +[protected] or chat us through https://contact.hotels.com/en-gb/#/chat/initialize?product=Hotels%20%26%20Vacation%20Rentals&category=Billing%20%26%20refunds#chat/initialize for real time assistance. As we're unable to make changes via email due to system limitations.

Hope to hear from you soon.

Regards,
Dax D.
Customer Support Specialist
Hotels.com

on line talk
Hotels .com
Couldn't connect. We'll keep retrying, or you can try now.
28 MAY 2020, 8:26 PM
Hi, I'm your Virtual Agent 👋 How can I help?

I can quickly check on your refund status, cancel your trip, and more. What would you like to do?

Get refund status

Refunds are taking longer than normal. We apologize for any wait and appreciate your patience! Keep going for details.

First, what's your email address for this booking?

sandra.[censored][protected]@yahoo.com

Now, please tell me your confirmation number.

[protected]

I didn't find any refunds. You may be getting a coupon, supplier credit, or reward points back instead.

What would you like to do next?

Contact an agent

Your estimated wait time is about 17 minutes. Would you like to continue?

Continue

Help is on the way! An agent will say hello in about 17 minutes.

hi I have received this email, which says I can have a refund: We received an email from Mercure Cardiff North Hotel and they've approved free cancellation. Should you wish to proceed with the cancellation, you call us at [protected] / +[protected] or chat us through https://contact.hotels.com/en-gb/#/chat/initialize?product=Hotels%20%26%20Vacation%20Rentals&category=Billing%20%26%20refunds#chat/initialize for real time assistance. As we're unable to make changes via email due to system limitations.

Hope to hear from you soon.

Regards,
Dax D.
Customer Support Specialist
Hotels.com

hi

Yolvir

Hi, how may I help you today?

Hi I require a full refund please.

hi I have received this email, which says I can have a refund: We received an email from Mercure Cardiff North Hotel and they've approved free cancellation. Should you wish to proceed with the cancellation, you call us at [protected] / +[protected] or chat us through https://contact.hotels.com/en-gb/#/chat/initialize?product=Hotels%20%26%20Vacation%20Rentals&category=Billing%20%26%20refunds#chat/initialize for real time assistance. As we're unable to make changes via email due to system limitations.

Hope to hear from you soon.

Regards,
Dax D.
Customer Support Specialist
Hotels.com

Yolvir

For Security, may I have the phone or email associated with the reservation?

sandra.[censored][protected]@yahoo.com

Yolvir

This is for the Mercure Cardiff North Hotel, right?

yes

Yolvir

Thanks, give me a few minutes to check the reservation.

hi

Yolvir

Hi thanks for waiting, I just want to clarify are we cancelling the reservation or changing the dates to 15 June 2021 - 17 June 2021?

Hi we cannot go next year so we need to cancel

Yolvir

Thanks for confirming, I need to check a few details since the original request here was to change the dates, hold on.

Hi the hotel is not open, so we can't go anyway this year, also we cannot enter wales from England, and we cannot go next year now because of the length of time since I opened my case ref:[protected], I would like a full refund, please.
Yolvir
I understand, please give us a few more minutes.
12m ago
Hi i have been on this now a long time, please can you tell me what is happening

Yolvir

I'm sorry, I'm still consulting the team, apologies for the inconvenience.

this is so exasperating how long will this take?

Hi can you please answer me
12m ago
Hi I am going to make a formal complaint and take this further, I have been on now for over 1 hour
Yolvir
I'm very sorry for the for the long wait, I've checked with higher dept. and they've confirmed that this reservation will only get a voucher and you need to go to the website self service option to cancel and get your voucher.

Here's the link for you to cancel: https://www.expedia.com/service/

I am not accepting a voucher, this was paid cash and we will never use you anymore due to the issue with this refund, I will be taking this further to trading standards, I paid cash and through no fault of our own we are not allowed to go, this is terrible, can you confirm that you will not refund the cash please?

Also complaints board

Yolvir

Under the circumstances, we are unable to process the cancellation for you and process a refund.
Yolvir

I do apologize for the inconvenience it has caused you

Thanks for the confirmation I will take this further

Just now. Deliver

We booked a number of Hotels for our tour of Italy in May 2020 with Hotels.com
One of them was a non refundable booking, paid in Dec. 2019.

Once the covid19 escalated, I tried multiple times to contact the Hotel directly, via phone and email, but they were un-contactable, no one appeared to be present and they appear to be closed.

I tried multiple times to contact Hotels.com, but their system automatically hung up if you were not within 7 days of your trip.

I then received an offer for a voucher offer with an alternative of a cancellation with no refund. I pressed the accept, without fully comprehending the ramifications. On receiving the confirmation, it was obvious that I had 12 months to use the voucher and ONLY at the same Hotel.

If the Hotel is closed, they are not able to supply the booked services, so they should be refunding. Also, they are presuming, demanding, that my wife and I now make a future trip, within 12 months, to Italy, to use the voucher. We have NO DESIRE to travel to Italy within the next 12 or even 24 months. My wife has a lung condition, we are both in our 70's, and we are just not traveling to Europe.

Hotels.com, where I am a Gold member, will not discuss this matter, has put me on automatic bounce back on their email address and no supervisor will call me, even though they have promised.

Great way to run a business.

Had non refundable hoted reservations in Italy May 22, 2020. Reservations cancelled by Hotel; refund authorized by Italian Hotel in email through Hotels.com site. On my Hotels.com reservation receipt was stated " If you change or cancelthis reservation, you won't be refunded any of the payment." The Italian hotel is closed, and as I cannot stay there the Italian Hotel did the right thing and authorized a refund. But also stated they did not have my funds, and that I would have to contact Hotels.com for the authorized refund.
Initially Hotels.com said no refund, same response from the supervisor. Given an email"customer [protected]@hotels.com" which I attached the emails from the Italian hotel made on the Hotels.com site. Email came back it would not be responded to, and referred me to Hotels.com site. Called the corporate office in Dallas, Tx. Get a recording with options but no response from line.

So I am appalled at the barriers that Hotels.com has put up in supplying service and documents to support your claim.

Furthermore it is just wrong that the person paying does not receive a refund, or that the Hotel does not receive any funds.

It is just wrong that the bookinf agent, Hotels.com keeps the funds. Greed and thievery!

Booked with hotels.com for the Easyhotel Amsterdam for 11-14 April 2020 stay prior to covid19 pandemic. Borders and services all closed down, so attempted to contact hotels.com well in advance for a refund as per their updated terms and conditions but they are still refusing to refund despite taking over €450 upfront and providing no services whatsoever to us! We are now forced to issue legal proceedings against them.

Itinerary Number [protected]

Complaint Purpose: Credit or Reimburse

Reason: We didn't cancel the trip, Flights and country borders were closed.
Hotel was separately informed (because hotels.com continuous lack of response) and agreed with the cancelation or postpone dates.
Hotels.com took very long to respond and only agreed to escalate complaint after 2hours conversation! Ms. Ali C said she is the escalation manager and agreed to raise a complaint;
Still not response from their side.

Our stay was from 14-20th March and Hotels.com shows as of today 5th April that non-refundable reservations from 20th march will be allowed to be reimbursed. NOT FAIR.

Thanks
Csaba Henter

I was driving to our destination and my daughter made the reservation for the wrong place. Cancelled incorrect reservations within an hour. Per Hotels.com email, refunds would be given. Followed Hotels.com protocol in waiting 7 business days for refund to be allowed. Upon calling the 2nd time I was advised that the Manager of the Hilton Garden Inn refused to give us a refund. Despite the error being fixed ASAP. Hotels.Com sent me an email stating they would reinburse for this but, was advised that this information was untrue. Never stayed at this place, have been a frequent Hotels.com member. NEVER had this issue before.

I have been trying for three days to get in touch with Hotels.com customer service. I finally found a phone number, was kept waiting for an agent for 1/2 hour and then when connected, she disconnected me.

Confirmation #[protected] - we were supposed to be in Buenos Aires for two nights, but because of the COVID-19, the airport was closing and so we had to return home on the 15th. This reservation was paid in advance with a no cancellation policy. We could not get in touch with hotels.com so instead called the hotel to explain why we would not be using the reservation. They said that they would contact hotels.com. I am trying to confirm that we will be receiving a refund.

I booked and prepaid a room at a hotel accidentally on the the wrong night (the site auto-prompted me for tomorrow when I needed tonight). I immediately realized my mistake and tried to change the reservation but it was uneditable. The hotel said only Hotels.Com could make changes, but their phone line is literally broken and just hangs up on me, and their chatbot just went in circles dozens of times saying try again later. There's no other way to contact them, so I'm screwed. I booked the room again for the correct night, effectively paying for it twice. Again, my initial error, but no way to fix it. Terrible customer service.

$278.43 charge for 3 rooms. Days inn 2/27/2020

Hello

I just got back home from my trip and wanted to tell you that you should have nothing to do with this Hotel...I spent $165.00 for a room that I wouldn't of spent $5.00 for...here is the first room she gave me at the Inn...open the door and all you could smell is urine...after going back down to the front desk and telling her we could not stay in that room she gave us another room...this room wasn't much better...if you ever been in a smoking room at a casino or a bingo hall...well the smell of smoke is pretty strong...this room was 5 times worse than a casino smoking room...also my pillow cover had blood on it...the lights didn't work in both rooms

I slept on top of the covers with all my clothes on and a jacket to keep me warm...if it wasn't so late at night when we got there I would of look somewhere else...but it was 1 in the morning and just wanted to sleep

Louis

I saw a hotels.com commercial that was geared at trying to humiliate women/moms. The commercial goes something like this: Two women are standing there w/ children playing & they look at their phone & see another women on vacation having a good time so the 2 women ask how is she there & we are here? Cap Obvious answers the two women by saying Condoms.

That is extremely offensive to not only women but to all moms. The message that I got from this commercial was that if you are a mom you aren't worthy of a vacation & you made stupid choices when you decided to have children. It also tries to shame us for our choices to become mothers so no vacation for us. It's very degrading to all women.

I am a mom & I go on luxe 5 star all adult all inclusive 2 week long vacations at least twice a year (last year we went three times).

I am asking Expedia to rethink it & remove this commercial bc you not only offended me but you offended every mom in the world.

If you do not remove the commercial I will NEVER use Expedia/Hotel.com to book my future vacations bc of your advertisement choices. I am not the only woman in my family, my circle of friends & my community that was offended by this commercial so Expedia will lose out on more then just my money. Trust me.

Gaurav Dhingra
2:20 PM (6 minutes ago)
to Gaurav

Hi

I need some help here. I wasted 45 mins with the below two reps after being a gold member with Hotels.com

I book almost 5-6 night every month with you guys and have been doing this for years. You can verify the details on the account

Alvin - Manager of customer care in Philippines
John - Agent of customer care in Phillippines

I had called gold team on Jan 12th 2019 at around 1:30pm asking them to price match me on one of the properties I was trying to book (Marina Bay Sands Singapore for 2 adults on Feb 12-13). The price your website was showing was $788 USD and the properties website was showing $488 USD. Before I made the booking I thought of calling hotels.com to see if something can be done on the price and I can utilize my $359.58 USD reward night (which I collected after booking several nights with you, so I am entitled to use it where I want).

Not only the above two reps not be able pull up my account for almost 15 mins. But also they were rude and couldn't find the hotel availability on your website (whereas I could see the availability on your website). They could also not see the same price I could see ($488 USD) on the property website. When I asked them that I could send them a screenshot of that price. They said they cannot help. When I asked them what could I do here. They said just make the booking on property we cannot help you. When I asked them what's the use of my $358.59 reward night if I cannot use it. They said we cannot do anything cancel your account if you want to

After being with Hotels.com for so many years. Is this what we deserve. I am really disappointed and I want someone to call me personally and solve this matter. Otherwise I will unfortunately need to cancel my account(which might not matter to you). But it matters to me as I am a man or principles and if someone is not doing the right thing. I will make changes

My phone number is [protected]

Thanks

Hello,
I've been trying to cancel my reservation for three rooms on booking confirmation [protected] which clearly states that the Cancellation Policy is free cancellation through 14:00 GST on 1/09/2020. For your reference, a copy of my email confirmation is attached, I'm also forwarding it to you separately as an email. Now, however, Hotels.com is insisting that these rooms are non-refundable. I have read them the policy displayed on my confirmation email, yet they insist this is not the policy for my reservation and advised that I contact Consumer Relations. I very much need your help in this matter, as it is completely unfair to charge me as an innocent consumer who ha complied with the policy I read before booking and the same policy which is clearly stated on my confirmation. This will result in almost $3000 out of my pocket for a service I can not use. Also, I feel that I'm being punished for using Hotels.com versus calling the hotel directly to book my reservation, since if in fact these rooms were nonrefundable at the time of my booking, the hotel would have verbally informed me of that, and therefore I wouldn't have booked. On the other hand, Hotels.com's information apparently misrepresented the actual policy, so now, I'm getting what I paid for - which is a reservation which allows cancellations up through 1/9. Everyone at Hotels.com keeps telling me my room is not refundable, yet no one can point me to a booking confirmation which states this. Also, no one has been willing to let me email a copy of my booking confirmation for them to read. I am beyond disappointed in this treatment by Expedia/Hotels.com, especially since I've used your services many times in the past. I very much need and appreciate your help in this matter. Otherwise, in the future, though, I will be booking my reservations elsewhere since I'm not sure I can trust the service information communicated by Hotels.com. I am also reporting this to my credit card company as a disputed charge as well as the Better Business Bureau.

Thank you very much,
Crissy Thomas