Hotels.com
Reviews and Complaints

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

The issue that I have experienced was: I booked hotel (Acton town hotel) in London from 4-6 August 2019 via hotel.com.

All my visit to London were planned with tight timeline. The check-in time for the hotel was from 2PM. I was at the location of the hotel just before 2PM. However there was no staff at the hotel and the hotel was locked. I contacted the hotel directly with the contact number provided by hotel.com, however there was no reply.

I called customer service (hotel.com) and wanted my full refund, but they tried to relocate me in another hotel. This took then more than an hour which was unacceptable. I had two elderly and a child. I was stranded for more than an hour due to hotel.com failure.
I also missed my visit to Buckingham palace and was about to miss my other visits as well.

After the hotel was contacted, they offered the same hotel which I didn't not want to stay in any more. I didn't get my full refund because, the hotel that I booked was available after few hours. I had to call hotel.com many times and I finally booked another hotel myself.

I lodge a complaint in resolver and they have replied me back few times but it has been a month now and they haven't progress at all with my case.

This is utterly unacceptable customer service from a reputable company and would like to further process legally as far as I can.

I booked a reservations online with hotels.com for a one night stay at Fantasyland Hotel in Edmonton, Alberta, Canada for August 15. The amount showing online was in Canadian dollars for the amount of $227.53. However, when I received my visa bill today the amount charged out was $311.11 US amount. I made sure, when booking this hotel, that it was in Canadian funds. This is not acceptable. It is the second time it has happened and nothing was done the first time. I am requesting a refund in the amount of $83.58. Please note that I will not use hotels.com again. This has never been a problem when using other booking websites like tripadvisor and expedia.

Booked a 3nights stay from the 27th of August at the Exchequer Grange in Bournemouth.
I was contacted by text, just over 2hours before arriving at the hotel. I was already in Bournemouth then, with my 3 children, and was informed that the room wasn't suitable and told to go to a different hotel.
It would have been fine if it was a decent hotel room, However, the hotel called the Gervis court, was dreadful, it was disgusting. It looked like a squat for alcoholics and drug users. Broken glass covered by some cloth in the room. There was no reception desk, no staff to talk to . There was no bathroom, no toilet in the room either!
We have had to leave and I had to find a safe place for the night at the last minute which wasn't easy.
I would not book with a big company like yours to find myself in these circumstances.
I'm chocked you would allow people to book in these places and the awful treatment we have received from the first hotel's manager M. Bart is beyond any understanding.

As the accommodation I found at the last minute was £300 dearer than my original booking (which I can prove), I would like full compensation .

I look forward to hearing from you at your earliest convenience,

Zaneta Damasiene Ajazi
[protected]

I am extremely disappointed at the lack of service by Hotels.com despite me calling them three times and sending them several emails. They simply indicate that they "cannot get hold of the hotel". They promise to call me back but never do. I have previously had my hotel room "given away" and I have stayed in so-called "3 star" hotels which are not of an equivalent standard internationally. Hotels.com - I indicated that I would post on social media if you did not respond. Clearly you did not take me seriously.

Regards

On 8/29/2019 I called a reward agent and asked if I could use a "Free Night" on a current Reservation I had, she said that she will look at it, after about 15 minutes she told me that I would have to do a new one if I wanted to use the Free night and that the rate was higher, RESERVATION # [protected], Moody Gardens Hotel . I said why would I do that can she not just apply the Free night on the current 2 days I had, she told me to wait a minute, then I got transferred to a new Agent who I believe was going to assist me on the Issue, He told me that we were to start from scratch that whom ever I was talking too got disconnected, when I asked for the same Question he told me that my reservation had been Cancelled and that to get such reservation back I will have to pay $800 minus the Free night, I explained to him I did not Cancelled the Reservation why would I cancel a $247 dollar a night vs a $360. Nothing was resolved, I lost my Free night since I had to do a new Reservation and had to pay $510 total, more than my initial booking. I did not Cancel my original reservation, at then end of my inquiry, I lost my Free night, got to paid more and god a different Hotel view that I got from the start. This is un acceptable. Even the supervisor denies they cancel the reservation, not sure what the first agent did, maybe she cancelled by mistake and that is why I got transferred to someone else. After my current bookings I will no longer use Hotel.COM.

Hotels.com just charged my credit card 10 times for 288 each and never even got my room reserved.
After putting me on hold for almost an hour and disconnecting me once and transferring me to 3 different people, I finally got in touch with Cesar (who would not give me his last name or employee id) who told me the best he could do for me is give me the corporate email address.
NEVER AGAIN.
Beware of their fraudulent practices.
Now my only recourse is to file fraud claims with my credit card company.

Dear Sir/Madam

I am writing to you regarding my booking I was visiting Scotland and I booked a hotel early morning for the same day it was around 01:10 am but when I went there nobody was there it was closed and I called the reception but no answer the details of the booking are:
Check in
Thursday, August 8, 2019 (3 PM)
Check out
Friday, August 9, 2019 (11 AM)
Confirmation number: [protected]

I was my family and we have small children I had to drive back all night. I have contacted trading standard agency they suggested I contact you further before I take the case further. I have prove of my call which was not answered. Please refund my money as soon as possible.

Kind regards
Alec Lucas

This is my confirmation number
[protected]
Well I booked a room for 3nights and I was not satisfied because I didn't get no room service and my trash was in my room for 2days and I didn't get any wash cloth to bath with and no bed was made up and they knew about this I was told they were bringing some wash cloth but didn't and bathroom wasn't clean not once so I'm very unhappy and need something did about this my number is [protected] thank you.
Mrs Evangerlean Clarke

We traveled to Boston Massachusets to go on college tours and to have interviews at certain colleges. I booked hotel rooms through hotels.com and was advised to do car rental through them as well. The day of our very important appointment we arrived at the appointed time in the location hotels.com had sent us to find out the Alamo car rental had moved seven months ago. By the time we arrived at their new location and got the car we were late for our appointment for which we had traveled from Los Angeles to Boston. When calling customer service to complain and being connected to unrelated departments several times, finally spoke to a manager who assured me to connect me to the right person but after staying on hold for another 15 minutes I was disconnected.

I ordered a night stay in the charter house hotel in Hong Kong on the 20-21 of August via hotels.com with a non smoking room, queen sized bed. However, when we go to check in in the hotel, the staff if I recalled correctly, name Helen told us that hotels.com has not informed the charterhouse hotel that our booking was a queen size bed thus she can only provide us a room with 2 single beds. I was furious as I am staying in the hotel as a couple, how am I suppose to not share a bed with my accompany? I deliberately ordered for a queen sized bed and paid for it but ending up not getting what I ordered. I absolutely do not think that this is acceptable and the staff was not even trying to help us out. I would like to know why does the miscommunication happened? Does this mean that customers who ordered via hotel.com could not get what they want because of such reason? I would like to get a reply from hotel.com.

To whom it may concern,

We book a hotel room through Hotels.com months before our arrival on August 12th 2019 for Hotel Di-Ann in Amsterdam. We were excited to be coming to Amsterdam for a few days.
We arrived well after the check in time, it was around 8:30, our bad experience started:
1. Our room was not ready nor was the key. We had to wait about 20 minutes (we had been traveling from Croatia that day and we were tired).
2. When the was finally ready, we climbed the additional stairs to the 3rd floor.
3. The floor/hallway smelt like a nursing home for old people.
4. Our room did not have a cylinder.
5. Once in the room, it smelt like an ashtray. We realized that's why all the windows were open when we walked in.
6. We check the bathroom and it was not to any standard of clean.
7. My friend and I reviewed our reservation online and look at the pictures on our booking. It did not resemble anything we had agreed to. That was false advertisement !

We looked at each other and knew we didn't feel comfortable staying at you establishment. We didn't even want to ask for another room.

We went on a multi hour quest to find a room to fit our standard. Because we were so preoccupied with finding another room we didn't enjoy our first night in Amsterdam. By 1 am we booked ourselves into a room where we felt comfortable. We walked back to Di-Ann, pushed the front door (without using the door code because it was open). Climbed the stairs, got our things and checked out

I have attached to this email photos to support our claim.

We are asking for our money back for false advertising /advertisement.

I hope I will hear from you soon in order to remedy this problem.
This email will be forwarded to Hotels.com as well.

Beware of the hotels.com fraudsters & scammers they will steal your money and would make millions of reasons for not refunding your money. I had made a booking for gsh colombo but when I got the confirmation in the email it was for marina bay apartments - colombo, which is a different property altogether. I called the customer service and they said they cannot help me and they wanted me to pay for another usd $2000 to book the property that I actually wanted while they would not refund me anything from the wrong booking. I spoke to the so called supervisor "walter" and he would too say the same thing over and over again. none of the customer service people were ready to understand that they booked me a wrong property that I never wanted to book and these guys are not ready to do anything to rectify that and get me my money so I can book the property which I originally wanted. I was ready to even make the booking for the gsh colombo hotel and pay another usd $2000 while they arrange for a refund on the wrong booking, but they just dont want to refund me.

Its surely their trick to push you into the deals they get more commissions and profits without caring of what we have actually paid for and then they would never refund us back. never make any booking through hotels.com otherwise they will forcefully send you booking confirmation for a [censored] hotel and you will loose all your money.

Hotels.com scam
Hotels.com
Hotels.com poor service
Do not use hotels.com
Hotels.com poor reviews

The ad showing the guy on the loo and his partner in the bath is disgusting and crude and should not be shown at anytime it is neither funny or entertaining but is definitely offensive both my wife and I are certainly not prudish but toilet and bathing habits are private persuits and this oversteps the mark considerably we demand that it be removed from further broadcasting

DATE: 8/8/19
HOTELS.COM FEATURES HOTELS THAT DO NOT WORK WITH THE WEBSITE AND CHARGES CUSTOMERS! WE GOT STRANDED AND CHARGED WITH NO REAL BOOKING EVEN THOUGH IT WAS CONFIRMED ON HOTELS.COM
BOOKING NUMBER: [protected]

RESOLUTION: PLEASE REFUND ME THE FULL AMOUNT AND TAKE DOWN THE HOTEL OFF YOUR WEBSITE IMMEDIATELY! PLEASE CHECK ALL HOTELS IN CHINA TO CONFIRM THEY ARE REAL!

I travelled to Lijiang China and booked different hotels on the hotels.com website and paid for it up front. When I arrived at the hotel, the inn said that they do not work with the website and they didnt have our booking! Luckily they had a free room available and we had to pay out of pocket even though Hotels.com had already charged me. HOTELS.COM FEATURES FAKE BOOKINGS AND HOTELS THAT DO NOT WORK WITH THEM AND THEY CHARGE CUSTOMERS! AND THEY MAKE IT EXTREMELY DIFFICULT TO GET THE CHARGES RESOLVED! THIS IS ILLEGAL AND FRAUDULANT! NEVER BOOK CHINA HOTELS ON HOTELS.COM!

I had 'free' nights accrued with hotels.com. When I tried to make the booking online it implied the value of the free nights would be given, but for some reason the booking wouldn't process so I phoned their customer service. The lady in customer service processed the booking over the phone. It should have been free nights and 1 night paid for (booking is a total of 3 nights).

Afterwards, I saw that the value of the free nights was not deduced from my booking properly. Instead they had charged me full rate for 1 of the nights, and I was charged for part of each of the 'free' nights, plus I had apparently fortified part of the value of one of the free nights! When I complained they told me it's in the T&Cs which are, for them, conveniently hidden on their website. This information was not given to me when I made the booking which I think is completely unacceptable!

They should not be allowed to advertise "fee" nights if they nights are NOT free! And they shouldn't be allowed to hide this information on their website and not tell customers who book on the phone!

I Scott Thomas Noble recently booked 2 nights accommodation on the 10/02/20 to 12/02/20 at Sky Heart Hotel Koiwa Japan payed in full $124.97 via Paypal 31/07/19 . Confirmation no- [protected] . Case ID : S [protected]
We advised Hotels.com of a change in dates on the 04/09/19 with ARKAV to the accommodation @ Sky Heart Hotel Koiwa from the from the 11/2/20- 13/2/20. I was told not a problem there shouldnt be an issue. Well it is now the 11/09/19 and still no confirmation of the change of dates. I have contacted MOHIT on the 6/9 and again please wait 24hrs to this to be resolved still nothing, then again contacted Elen B and the reply is that "we" are having trouble getting a confirmation from Sky Heart Hotel. So I rang Sky Heart Hotel Japan and they confirmed my intention of changing dates and had been in contact with Hotels .com. But still you deny any such conversations with Sky Heart Hotel. Now I again spoke to Hotels.com on the 8/9 with Gaurav and still was told there has been no contact with Sky Heart Hotel . Now I have rang today 11/09/19 with Debacich and still no confirmation or resolve of this simple task of changing one day! This has been going on now for over seven days? and still no confirmation. What seems to happening at Hotels.com for this blatant disregard and waste of time to me and a simple change in booking dates. You are causing pain and stress to such a simple task and Iwas going to book my whole months holiday in Japan through Hotels .com but now have serious doubts in your professionalism in arranging any accommodation for me and others. Yours Sincerely Scott Thomas Noble 11/08/19

I recently booked a stay at a Hilton hotel in NYC using Hotels.com. About 3 minutes after making the reservation I realized I had chosen the wrong Hilton and I wanted to stay in the same hotel as a friend. The hotels.com representative I called said they would try to negotiate with Hilton and put me on hold. They told me sorry, but Hilton would charge me one night's stay to change the reservation. I've since been in touch with Hilton and I've found out that Hotels.com just flat out lied. Hilton is happy to change the reservation but it's at the discretion of the company that took the payment, which is Hotels.com. I wonder how many people fall for the "I'll call the hotel routine". You know a bad business when they are interested in a short term gain of a few dollars over the long-term retention of customers. I will never do business with them again, even if the hotel was free.

I used the hotels.com app to book my hotel stay so I could collect my points towards a "free night." I also used an outside coupon which saved me around $27 dollars. I tried applying the coupon from the hotels.com app, but was unable to. I therefore called customer service to help me with this booking. The customer server rep tried to apply the hotels.com coupon but also was unable to. He then suggested rebooking the hotel through him to use the coupon. I asked, "is there going to be a penalty for me to cancel and rebook this reservation." The rep said, he would check with the hotel and get back to me.

The rep then placed me on hold, to call the Cove Haven resort to inquire about penalties, if I was to cancel the existing reservation. After what seemed like an eternity, the rep return to the call and told me, I could cancel and rebook to use the hotels.com coupon, which would save me only $19. At that point the rep also told me, I could only apply one coupon. I then told the rep, I would keep the larger discount coupon.

After my stay at the Cove Haven Resort, I called hotels.com to add my nights, (because my points were not added for the last hotel I stayed at in Myrtle Beach). I was then informed that my booking did not entitle me to any points towards my free night. I was very upset by this information.

If the rep had advised me that using the larger discount coupon would invalidate my two nights towards a free night, I would not have used the $27 coupon, I would have used the $19 coupon. I am very upset because I called hotels.com for guidance with my booking. I was not given proper guidance. The coupon issue is something that the rep should have advised me about. When I called to complain about how my booking was handled, I was told that the coupon policy is in the fine prints on the website. That is understandable, but if I called for help with the booking, I should be informed of this fine print. I believe, a part of a customer service job, is to help customers who are obviously having difficulty with the product and to suggest or to guide the customer to the best possible alternative. I did not get the best customer care from hotels.com. Consequently, in the future, I will take my business to the other booking companies where I believe the customer service reps will be more knowledgeable of the product and will be able to provide me with information about the service which will be in my best interest.

Hello my name is Monique camacho and i been a loyal customer for over 5 years and i even have 5 accounts and one corporate. Now i been having a bit trouble trying to cash in my free rewards night and for some reason i can't and neither can your team when i call. Now i tried so much that ive giving up and stopped trying. I have 13 night's now in reward nights and proof that i had to go another way on my own, so i have a receipt for 5 nights. Ive also been told that maybe its my credit card so i bought 3 different ones and my sister bank account so that cant be it.. Im really upset and not feeling hwlp when i need it. The account email is [protected]@gmail.com number [protected]. Hopefully i get good newa from u .thanks and enjoy your night

Hello, I booked 2 rooms at Admiral Sims house in Newport RI.
I booked it after reviewing the hotel on hotels.com and the pictures .
When arrived the rooms where not st all or even close to what I seen.
My wife and sister didn't want to stay there a minute.
I looked again of the pictures on hotels.com and there's nothing to compare there for we left and we are now driving 4.5 hours back ton Philadelphia instead of getting a good night sleep.