Hotels.com
Reviews and Complaints

I made a reservation through hotels.com hotel and it got accidentally canceled. I chatted with several agents over this issue and said no problem checking in and told me I can get a refund for it if I make another exact same reservation on hotels.com. And I got a confirmation email from the hotel and then when I rechatted regarding this, agent said I need to wait for few hours to make another reservation for the same dates and this another reservation did not work even though I kept watching and trying to make reservation on the site.
And they said the only date I could make reservation is on the day I cannot make it.
Because of this, I had to get on 15 hour ride on the bus to get there without hotel to stay. I could look up another cheap hotel to stay but stilll i was embarassed about this. my mom got sick due to a long bus trip. I am very upset about this not able to get a refund and make another reservation.

I spent an hour on the phone being transferred all over trying to ise my hotels.com card i asked supervisors and all n got no where no room after an hour by this time this company shoulda made right by a discount or free nights stay but nope not hotels.com i never have ised this company ever after an hour n half i gave up and im call better buisiness beareau as hotels.com does notcare about the customer or how they treat u wont help u and when asked for corporate all u get is some random gift card num er this was a gift to me its the worst gift i ever received ill never ever book with this company unpolite unhelpful and plain refuse to answer corporate phones. Or help when they themselves have put u throughplain hell all for a one night stay...

I have been trying to gain my rewards for a PAID booking in Spain and no-one in Hotels.com will award my points.

I PAID for two rooms for 3 nights = 6 nights rewards.

I am told as I did not sleep in the room, they will not award me my points.

Legally this is incorrect and their policy they keep spitting back at me does not cover PAID bookings. IT is only for non-paid no-shows!

I work in the accommodation industry and there is a difference. If our clients paid for their rooms - they get their reward points!

I reserved 3 hotel rooms at the Quality Inn in Morganton, NC for October 4, 2019. Upon arrival, I was told that they only had 2 rooms for me and I had a work crew of 6 so we needed the 3 rooms that we had pre-paid for. They only had two rooms. The work crew was all in one vehicle and had to go to another hotel and find rooms where they could all 6 stay at the same location. Quality Inn said that they would not issue a refund because they had the two rooms available and we should have taken the two rooms. That was not possible! They had to all stay at the same location so they had to go to another hotel. I called Hotels.com to complain and ask for my money back. They said the hotel is refusing since they had the two rooms available. I did not reserve 2 rooms! I reserved 3 rooms! I deserve ALL of my money back as we could not stay at Quality Inn Morganton and had to spend more money to stay somewhere else. We have been with Hotels.com for many years and use your company for all of our bookings. WE ARE NOT HAPPY WITH THIS RESULT! We should not have to pay one cent to Quality Inn as we did not stay there because they did not have the 3 rooms that we booked and paid for. Please help me get my $268.99 back along with my reward money that I also used to pay for this stay. The confirmation number of the booking was [protected].
Thank you for your response and help. We would like to continue to use Hotels.com but the result of this will determine that. We own a business and use you all a lot but never again if this is not resolved.
Sincerely,
Karen Lamm
[protected]

When we went to check in on September 28, 2019 we realized the hotel was not in Moose Jaw. During the two weeks that I was on vacation, I stayed in other hotels that I booked with Hotel.com. All were ok but this one. My confirmation # was [protected] and the address showed Highway 1 East, Box 936, Moose jaw. The box maybe in Moose Jaw but the hotel is not. I asked the clerk to cancel my reservation, but she said she could not. I looked for some kind of contact on my reservation and could not find one. This hotel is not only outside of Moose Jaw, but it is also run down. I would like my money refunded for this hotel because it was not as advertized. I have contacted my visa and will be making a complaint. However, I hope you will refund my money before visa takes action.

My name is Mark Kaufman and my son and I stayed there 9/27-9/29. My son was playing in the Las Vegas Electric parade. He is a DJ. We registered Friday night and his show was Staturday at 2:00. On Saturaday we noticed that there were no knobs in the shower. (can't figure out how a room can be given out like this) We called down to the reservation desk and told them of the situation. They told us that they would give us another room. So we had to pack up, wait about an hour and move to another room. Meanwhile it is already 12:30 and my son was in danger of being late. When we got into the room there was only a King bed. We called down to the reservation desk and let them know and again they said that we would be switched to another room. We couldn't wait at that time to be switched because my son was already going to be late. When we got back we packed up again and switched rooms. This was a tremendous inconvenience for us and I asked that our stay be refunded. They told me that because it was booked through a third party that they couldn't do that (which is very convienent). Instead they refunded the resort fee and gave us a food credit. Not what I was looking for as I mentioned that this was a terrible inconvenience for us and my son was late to his performance. As I appreciate the concessions that the Golden Nugget made, I feel that it doesn't even come close to what should have been made. Telling me that there was nothing you could do because it was billed through a third party is unacceptable. Casinos make concessions all the time and take full responsibility for there errors and guests issues. I really do not expect a response back because on your scale this probably is low on the totem pole but I felt that I needed to write this emial. If you need to look up the reservation, we booked it under my sons name... Jason Kaufman through Hotel.com.

I am a regular Hotels.com user and I will NEVER use them again… BEWARE

We used Hotels.com to plan stays for our trip to Russia, Belarus, Lithuania, Latvia & Estonia. When I found out that one of the hotels booked was far below the standards of a hotel you would want to stay in, I went online to cancel (we were within the cancellation period). Unfortunately, Hotels.com "Your Bookings" area of the website was down. I proceeded to use chat to try and cancel. The representative on the chat told me that section was down for them as well and that I would need to call later to cancel, but that our request was logged in the chat. I went back into Hotels.com and booked the correct hotel and moved on.

When I called back to cancel I was told that it was outside the cancelation policy and that Hotels.com would call the hotel and see if it would be ok, to which the hotel rightfully said no. Hotels.com told me there was no record of their site ever being down, or of me having a chat, but that when I was back in the US I could call up and have them look into it.

Back in the US, I called to request the refund. I was again told that their site was never down, and that the hotel said no, so I was out of luck. After some arguing about this, the representative said "let me get my manager". After a brief hold, the manager got on the phone - with the exact same voice as the rep - and stated that he would take the confirmation number from the reservation and have their investigations team search the chat logs from that day and find my conversation, and that they would get back to me in 24-48 hours.

4 weeks later and still nothing. I called again and was told all the same stuff - that their site wasn't down and the hotel said no to the refund. I asked them to escalate the call more than 10 times during the 45-minute call, which never happened, though I was placed on mute for 10 minutes without notice before being told that their site was never down and I was wrong. Finally, after more arguing, the rep said they would get their manager - again, they had the exact same voice as the rep, so I'm thinking there is no such thing as a manager, but rather a really shady policy for customer service. The manager proceeded to ask me full details about what happened, then hung up on me.

sent you all the details . very annoyed and disappointed abut this. have to pay hotel direct.

57 euro paid long beach hotel in newquay cornwall. how can this happen. 3o of September 2019. annoying and frustrating for me. sent them all details. my email is [protected]@yahoo.co.uk. eileen corkery name . at long beach today and have to pay direct. puts me off using a website again.

f

When I was booking for hotel Tito last night, the app showed an option to apply the redeeming of one free night and I clicked to redeem.

However at the payment page, it keeps saying there is an error without stating what is the error. It keeps repeating and I need repeated fill in the payment info.

After wasting so much time in repeated attempts, I tried not to opt for the redeeming of night. Finally my booking went through.

I would like to complain the misleading choice of redemption and the useless error message which didn't point or explain the problem.

I ended up not able to redeem the free night which I originally intended to. Wasted time and creates frustration and ended up wasting the free night.

Kindly upgrade the deficiency in the interface and I would like a compensation.

Hotel.com website quoted different price on website for our one night stay in Singapore tonight but I was charged much more on my credit card, in fact I was charged close to 70 dollars more than what I was quoted upon booking. This is deceptive and frustratiing and I will not be recommending hotels.com to anyone. I am requesting a full refund for the stress this has put my family through. Refer to confirmation number [protected]. This has been a terrible event.

I booked a motel in Old Forge, NY for September 21, 2019 check in and check out September 22. The reservation was made on September 3rd. My wife and I arrived at the motel on September 21st and found we did not have a reservation. In checking further the front desk noticed that we were scheduled for September 12-13. We did not book this reservation for September 12-13, we booked it for September 21 to 22 to stay after a wedding we had been to. Hotels.com is putting the blame on the motel we were to stay at. It was not their mistake. It was Hotels.com who made the mistake and booked us incorrectly. Since we got to the motel and found we didn't have a reservation, we also found that they had no vacancy as did most other motels in the area. We finally found one that cost us more than 3 times what we would have paid, which we actually had already paid. We booked and paid for the room for $76.96 and had to pay $246.81 for the room we found. If we could afford $323.77 for a room we would have booked one for that price. I assumed that the booking was done correctly. We are full time caregivers to my 96 year old mother with dementia and have limited time to make our plans. I expect that you will reimburse us for at least the $76.96.
Please respond to Thomas Dickinson at [protected]@hotmail.com
Confirmation # [protected]

I searched for two bookings on the Australian hotels.com page. The URL clearly states hotels.au in it, the Australian flag is present in the top right corner of the screen and AUD for the currency is also indicated. I made two bookings of $270. Then my bank statement had two payments of $400AUD taken from it. I contacted Hotels.com through their online chat service. The agent told me I had booked through the American site and was quoted in US dollars and hence when it was converted to AUD I was charged more. I explained I hadn't used the American site and they clearly have a glitch and I could send screenshots to prove it. The agent just said we don't have an email and you can't send screenshots (pretty poor customer service to not have an email I can send this to to prove your glitch). When I asked what about the fact I've been charged $250 AUD more than I expected and am now out of pocket for that money and that Australian Consumer Law means your prices have to be correct. The agent just said they couldn't do anything other than escalate my concern and wait for an email.

Misled by Hotels.com website which shows pictures of a superior room which would cost me another 300 Norwegian Krone per night.

Instead I am in a small room at the back of the hotel with very small window and no views.

The superior room shown on the Hotels.com website where I made my booking has harbour / sea views.

I hate being ripped off. Not sure I will use Hotels.com again.

I booked 1 (last) apartment in Caleta Homes for 3 nights from Sept. 20 as pictures showed it had balcony & sea view, so I assumed it was related to this apartment. Why else would there be a picture of such, when it was the last available. To be sure, I put in special request for the balcony & sea view, but the owner said there is no balcony for this unit & I cant cancel. I am very disapointed, as the very reason I booked this one for me and my little family was that I wanted to have balcony & sea view.

Best regards / Oystein Sunde
email: [protected]@gmail.com

we have come to check in this evening after a long day to go d the room dirty no tv working and no plug socket it for it. Door lock not working properly.I spoke to the owner who was down right rude and told me they would not help.I then complained to hotels.com who said they would offer 20 pounds compensation. I am incredibly angry as I have saved to come and now myself and daughter are extremely scared on a hotel and hotels.com would not refund

We were very disappointed with a hotel we found on your website. The hotel in question is "Brook Mollington Banastre Hotel in Chester".

We decided to put our Dutch family there for 5 days at the end of July for our Daughters wedding. It was absolutely appalling, battered furniture, dirty, musty, moldy, and unbelievably outdated, even though they state "recently refurbished" on their page, the rooms look nothing like the photos. What we are wondering is: Why you are still advertising this poor quality hotel? Nearly every single review is bad, it is literally false advertising. We are in the process of reporting them to Trading standards, and Public health. I believe continuing to advertise them would be doing so under false pretences.
I look forward to your response 
Denise van Velzen

My reservation room number [protected].
Hotel name is the Ville Sull'Arno, Italy. I checked in to hotel via Hotel.com. However, the actual room was very different from the picture posted on Hotel.com, so I protested to the hotel's front desk. They say Hotel.com's photos are wrong and they don't know why. I think this is an obvious false advertisement of the Hotel.com because I only choose a room depending on your photos. Please compare attached four your photos before and four real room photos behind. Tae Sig Kim ([protected]@gmail.com)

For months now I have been trying to fix a very simple issue. The phone number associated with my account is a very old number. Recentyl a hotely was trying to get in touch with me and eventually emailed me to call them, I of course did not see this email message until hours later. Found out the old number was the number they called. Tried calling customer service, they cannot change customer info. Okay, well then how come everytime I try to fix it the site gives me and error and states" cannot change account information at this time try again later." Told to clear history and cookies etc from computer and try again... really... did not work! Yes, know I have an option to change the number when making a reservation... when I remember. Today it did not show my account info and I called customer service again when I realized it defaulted to the old phone number... she changed it for the reservation. There has to be an easier way of correcting this error.

Sept 9 2019
call hotels.com to make reservations for 0ct 3-5 2019. was told total was $412.90
Carolyn Greer 613 W 119th st los angeles, calif. I said if I cancellation the next day
after I call the direct hotel that it was okay. I recieved no email.
I call hotel, com to cancel they have no name, no address, no phone number, no email but hey wer able to take the money out of my account with no record of nothing.
WOW who does that. I call back to speack to the manger RINA and she cant find nothing even with the number I provided from my ccount.
This has ran my blood pressure up. This is scarry, and not setting well with me as fraud.
Rita said I had to go to billinghelb3hotels.com and send where it came out my account.
Or go to my Bank, What a Nightmare

Hello,

We have stayed 4 nights at Bahia Resort - San Diego (from 27 August to 31 August 2019)
We paid about 1 200$CAD and carefully read comments before we made our reservation.
We knew the rooms were not in the taste of the day but had been seduced by the location near Mission Bay and the ocean. When we checked-in, the room we was given was poorly maintened (room 432). First, I had to call the front desk because the toilet was clogged even if we have not done anything unusual. The smell was completely disguisting. After sleeping there 2 nights, I decied to go to the front desk to ask for another room because we could no longer endure the smell of mold.
The person at the front desk simply told me that this smell was normal since we were on the edge of the ocean. It wasn't the first time I stayed near the ocean and knew the smell was more due to water infiltration. Moreover, my daughter of 2 years old coughed all night and it was not normal. After arguing, I finally won the case and another room was offered to us. The other room was clean and the rest of our stay was pleasant.

However, we would like to be reimbursed for the two first nights. The amount paid was definitely not worth the service received. Moreover, the hotel offered us nothing as compensation, for example, a meal and were not courteous. English is not my mother tongue and it was a painful experience.

Thank you for your help,

Josée Roy

not worth the price paid