Hotels.com
Reviews and Complaints

Confirmation number - 8104867954769. Check in, Tues, July 23rd, 2019 to Friday, 26th July, 2019. 3 nights, one room, one person - Ms Gaynor Moore. Cost £482.00. 'Wifi available' advertised on Park Central Hotel website, so I booked the room. NO WIFI WAS AVAILABLE THROUGHOUT MY STAY. I had been given a room in the basement and there was no signal - see evidence attached. Upon arriving at this hotel, while in reception, I received a call from my sister to say my elderly (90 years) father had fallen down some steps and was in hospital badly bruised and shaken. I was shown to my basement room, room 105. I could not call, or text my father due to no signal, which was very frustrating and upsetting. That evening, I went up to reception (on ground level) to make numerous calls and send texts, approximately 8 times. I complained and was told, the Hotel would contact the service provider. I NEVER HAD A WIFI SIGNAL FOR THE WHOLE OF MY STAY. It was so upsetting knowing my dad was in hospital and I couldn't speak to him or text him from my room. I was in tears on several occasions with the stress. Reception were not able to sort out the problem. There was also a very poor TV signal. I kept losing the picture from the main TV channels and the picture kept pixelating so I couldn't even relax and watch TV in the evenings. I had gone away fro three days to relax and unwind as I had been through a very stressful time and not had a holiday / break, for several years. I left the place feeling worse than I did when I arrived. Incidentally, on a health and safety issue, the lift didn't settle on the same level as the ground, so there was a 20-30mm step. I tripped and went flying out of the lift onto my hands and knees. I complained to reception and also showed a maintenance man. This issue continued for the whole of my stay. I told reception there was no way I was paying full price for my stay. They offered me a £60 reduction. I said not good enough, I want at least 50% off. They said the best they could do was £100 off the bill. As the hotel refused my '50% off' offer, I am now claiming a full refund for the upset, distress and fall I encountered. I have taken advice form WHICH magazine and been made aware I am entitled to make a claim. I have numerous photos of mobile phone screen savers, saying no signal, unable to send etc etc I have phots of TV saying NO SINAL and also photos of TV pixelating images. I also have photos of uneven lift level / step. I will attempt to add all evidence to the 'Add Photos' section below but am not computer savvy so might fail. The hotel manager was well aware of my phone evidence because I showed her. So too, was the assistant manager, Stephanie, who witnessed me distressed and in tears on several occasions (Stephanie was kind, thoughtful and caring, and although she tried hard to resolve the issues, the problems were outside her jurisdiction). No wifi, intermittent tv, dodgy lift. I hope you can resolve this for me. I wrote extensively about these issues of this hotel on Google Maps. Mine is the first review to come up, with photo evidence. Thank you for your help. Ms Gaynor Moore. (I have all hotel paperwork, including offers of £60, then £100 discount) Application for FULL REFUND.

July 29, 2019
Dear hotels.com,

This letter is a formal complaint regarding my experience with hotels.com.

On April 28, 2019 I booked a 4 night stay (Check in June 27, check out July 1 2019) in Indianapolis for the Clarion hotel, through hotels.com. That confirmation number was: 8109671060197. I agreed to be charged $295.76 at the hotel.

On June 24th, I needed to add one more night to the reservation. I understood that adding the additional night, would not be at the same cost as the nights I had reserved on the existing reservation. When I added the additional night, hotels.com redid the entire reservation at the higher rate and would not allow me to keep my original rate per the above confirmation. The new final price was $678.58. I immediately called hotels.com to explain and request my original confirmation be honored, I first spoke with Wendy who advised there was nothing she could do. I requested a manager and spoke with Kevin who placed me on hold to see if there was anything he could do, then came back on the line to apologize and let me know there was nothing hotels.com could do. I asked Kevin to cancel the entire reservation as the rates doubled the original price.
The purpose of this letter is to formally complain about the hotels.com system and the lack of support I received when calling in about the rate change. I am looking forward to receiving a response providing your resolution to this matter.

Sincerely,

John Tolliver
[protected]

I recently had an upsetting experience with the front desk staff at the Embassy Suites by Hilton in San Luis Obispo, CA. They had screwed up my reservation and during the conversation to rectify the problem, the staff member bad mouthed the fact that I had booked my room through Expedia and said I should book directly with them next time (not that there will be a next time after the way they treated my family). He basically used this as a reason that they couldn't fix their own mistake!

Obviously, I have no idea what the relationship between Hotels.com/Expedia and Hilton Hotels involves but I would want to know if a company I had an affiliate relationship with was mis-treating my customers. Also, after reading the reviews (after the fact), I noticed that another customer had the same problem this month (and they have a child with a disability, as if their life wasn't tough enough already!) - here is what they wrote:
"once the front desk saw that I had booked with Expedia their whole demeanor changed. No pleasantries, or welcome, just an "oh you booked in Expedia, " and poor customer service from there."

I won't go into the details of the whole incident unless you would like them, but I hope you get it fixed because they are making your customers feel very unwelcome! I apologize that I did not get the name of the person involved, but there were 3 people working the front desk on Thursday, July 25th at 6:30pm. The most junior of them was a lovely young woman named Claire, she was trying to help me but got overruled by the other 2 who used the fact that I booked with Hotels.com as a reason not to upgrade me to a room which I had offered to pay the difference for (they said I could make a new reservation though, so obviously the room I requested was available).

Thanks, in advance, for reading this.

Kind regards,

Jennie

I have used your web site several times to book rooms with gift cards. I have been calling everyday for a week trying to talk to someone that can help me . Each time I call I am transferred to a department that can't help me ..don't know what to do ... Transfers me to the same department I just spoke to... Or I get hung up on. I have had a gift card I used twice and had a remaining balance of 18$$ I have somehow misplaced it. I don't have the number wrote down however I do have my emails from y'all with part of it as well as the confirmation number surly there is a way for me to use the remaining balance of this gift card through y'all since I book through you. There has to be some record of my account history. Furthermore.. I would like to stress to you how aggravating it has been just getting someone on the phone to listen. One time the man on the line said he would look up my account and hadn't even asked me my name or info. Thank you for your time..any help in this matter will be greatly appreciated.

Sincerely.
Lyndon Wesley Mchargue

reservation details:
for 4 people
2 rooms
19/7/2019
at Lenny hotel, Geita, Tanzania
confirmation no: 160670366972
on Noah Gal Gendler (1st room)
and Ido Ben Eliyahu (2nd room)
reservation was not respected !
when we arrived to the hotel we were told that they do not work with you at all(hotels.com), there is no reservation for us and no payment has been received.
after lengthy arguments we were sent to a very poor substitute that did not serve us well, especially from security point of view
please check and inform us asap
respectfully,
Noah Gal

Okay the first time booking with you guys ? It took you guys about 3 hours to fix a mistake y'all made we didn't check in until about 12am and how to check out at 12pm Which was very disappointing we were out all night and I have recent live chats about this compliment nobody never gave me a call back a half off or anything for this we barley got sleep ! Never knew you guys were so unprofessional we didn't even get our collect night second time it was okay with Checking in but the beds were itchy kids were screaming from the indoor pool at 9 or 10pm at night which was highly annoying .

We scheduled a trip with two other couples. We canceled on June 15th. Both of those couples have been refunded by using the insurance we all purchased, but we have not. Every time I call I am told a supervisor will call me back, but they do not. They say they can't access my information because it says error. I need my refund as it has now been over a month. You refunded the flight change fees, and the transportation to airport and resort but won't call me back about the resort. I have filed a claim myself with the insurance carrier and will report you to the Better Business Bureau. This is unacceptable as I wait on hold each time I call for 50 minutes to an hour and get no results.

I booked a hotel stay through hotels.com and despite 2 weeks of phoning up requesting a refund due to poor customer service and disgusting hotel room I am still waiting.on numerous phone calls I was told I would get a refund then told I wouldn't be! I am not happy I will be fighting this to the end along with reporting hotels.com if this isn't sorted as you have supplied false information an taken my money for a dirty hotel I am shocked by the service I have received

My husband and I went to St. Louis on July 12 & 13 to have a great time and see family. That was quickly not happening when we got there to check in the lady at the desk asked if we had a reservation, I gave my name. She looked us up and said we have a problem you're on the 2nd floor no elevator. I said I called and talked with someone in this office and I told that I am handicap no stairs she said there was an elevator she would make sure I had a first-floor room they can put us in. Desk clerk said it not on here. I looked at my husband said now what, the desk clerk said let me see if I can change something for you. So, I sat down waiting then she found a room 112. We went to the room and first thing that happened TV would not come on right my husband went to the desk and the clerk came and showed him to push input. Every time we turned it on, we had to push input that we didn't like but my husband said we can live with that we won't be here that long. Then he tried to turn on the light they would not come on. Then he finally got 2 light on but the two by the bed would not come on. Then one went so only one light. Up to the desk again and she said there was a switch use it. Still only 2 lights but we had to meet up with family, so we left. The desk clerk told my husband that if I did not want to walk the long way take the side stairs not far. So, we went to the side door and I started up the stairs which was hurting the whole time the stairs had leftover glue they were putting new tile on the floor. That made it harder to get up because you stick to the step. Then when we got back late and went into the bathroom tub had dirty footprint on the floor there was not enough towels only one bath towel, a couple of hand towels and one washcloth. Now it time to go to bed looked at the pillows they were lumpy and only 3 on a king size bed. In the morning we went to the breakfast there was orange juice, coffee and waffles no more, so we had to go out for breakfast. Your picture on your site is not right it is old and need of repair. I did not have a good time and I feel that some compensation should be made but I will not stay in that hotel. I hope to hear from someone about our stay.

[protected]
City center inn & suites
240 7th ave San Francisco
Room 130

I want to say I called and asked to get a refrigerator put in the room they told me they do not have any and don't offer that which In their description it says you can get one now, no refrigerator I don't know why they won't give us one which I find so wrong to have it in the key facts and tell me no I will never stay here again I booked it because you could get a refrigerator put in s room . This is misleading and dishonest of them

I am having an impossible time trying to change my reservation from a 5-night stay to a 4-night stay with Hotels.com

I have never run into an unhelpful situation like this before. I made a hotel booking with Free Cancellation. On the confirmation screen, I was told that I could "change" my booking within the Free Cancellation period (up to 20 July). However, this was totally misleading.
After MANY calls ( speaking to 3 different people, including a Jacklyn M in Central America) it appears that what is meant by "change" is, that they will cancel the existing reservation and then re-book with new rates. This is not clearly stated in any wording or booking confirmation information.

Unfortunately- the hotel is fully booked. SO despite the fact that I want to REDUCE the number of nights for my stay- I was told that this process is impossible.
The hotel says that they cannot change the reservation because the booking is through Hotels.com- but all they need is an email amending the dates.

I am so frustrated at this point and wondering why Hotels.com refuses to sort this out. I am sure it is a scam to get extra money from people. Specifically- if someone books months ahead the price will be cheaper than if they need to rebook (i.e., a 'free' change on hotels.com) at current prices closer to the date of stay.

I wanted the price that was on my reservation and he told me he could not do it so she was going to charge me $76 and I read was 5999 and he said after the full price went through he would refund my card I told him I'm not going to do that and he told me that customer service will call me within two hours cuz they're going to investigate my card I said there's nothing wrong with my card why are you going to investigate it and I need to check in there going to kick me out he said sorry I'll call you in 2 hours I'm tired of customer service doing this to me I've been credited two times this week because of their negligence and I'm tired of a customer service.

I was asked to leave my hotel in Lisbon at 11.30pm and made homeless after travelling from the UK. The hotel made a business decision to re-sell my room although i had a confirmation. I spoke for hours with the live chat operator on hotels.com and was told it was a decision made by the hotel and their was nothing they could do. Hotels.com don't care if you arrive at your hotel and they throw you on the street at near midnight.

if you have a confirmation- you are not obligated to do anything other than arrive

my original complain to hotels.com:

we booked a room called Suite at House São Bento Guesthouse - Lisbon. I was contacted by the hotel asking what time we will arrive to which i responded saying approx 8pm. I received no reply and assumed all would be OK. We arrived at the hotel and nobody was there to let us in? we were able to access the building as we had friends also staying. inside the hotel there is approx 10-15 rooms and all were closed except a room with Suite next to the door, other people told us that when people arrive after 6pm they leave the door open for people arriving with the keys next to their room so we assumed it was our room. We rang the phone numbers at reception and left whatsapp messages to no response. after showering etc, just as we were leaving at 10pm to meet friends waiting for us in barrio alto.. another couple arrived at the hotel and they were confused as there was no room for them as they were expecting. we could have easily left them in the lurch and gone out but we stayed and eventually got hold of Pedro from the hotel who's number we had been calling earlier. Pedro stated he would be their in 15 minutes and did not arrive for 30 then said he was still 15 minutes away. after almost an hour of waiting at 11pm Pedro arrived confused. He made a number of calls to colleagues to tell me that the number provided by Hotels.com had been rang that day and they had spoken to someone who denied having a booking. Pedro claimed that House Sao Bento then relisted our room and accepted another booking. I then showed Pedro my hotels.com account which had my correct number on it. This is disgraceful.
I do not care if you are given the wrong phone number.. I had a hotel confirmation that i was relying on after 7 hours of travelling including delayed flights. We relied on this room, we had no contact from House Sao Bento to say that had tried to call me, yet they were happy to email me before asking about arrival times. This was now 11.30pm on a Saturday night, we were tired and told we were homeless and had to pack our things and leave the hotel.
Given the circumstances we were very unhappy and expressed a huge amount of anger towards House Sao bento. There response was to send us to another hotel. I explicitly asked a number of times how much the other hotel would cost and where was it? Pedro reassured me that it was in the same neighbourhood ‘just around the corner' and includes breakfast, after many times of asking Pedro stated our stay would only cost 20 euros more. We then got a taxi to the new hotel which was not that close meaning we were much further out of town and could not walk into the centre. Our fee for House Sao Bento was 75 euros per night so we were expecting the new hotel to be a little more. Upon arrival we were told no booking was made and the cost would be 150 euros per night without breakfast. Given it was two minutes to midnight we had no choice and coughed up the money.

It occurred on: 29/06/2019

This meant that angry, let down, lied to, ignored, ushered out of the hotel, treated like excess baggage

i want to know what Hotels.com think should happen. I am disgusted by the idea that a hotel can make a phone call, speak to someone who denies a booking and then re-book the room with no further contact. then lie to us about another hotel price.

I made a reservation through hotels.com. The hotel with the reservation said there is not room and refused to honor the hotels.com reservation. I spoke to hotels.com rep for 2 hours. He didn't resolve the issue, I am standing on the street without a room and they are still charging me the money.

I cannot understand, I am suffering. They are not giving me a room and still taking money from me.

Here is the reservation number - [protected]

Why would you produce a commercial depicting a male and female couple in a bathroom together with the female in the bathtub and the male sitting on a toilet a few inches from the tub with his pants and underware around his ankles? Not a good look for your company. Really a disgusting embarrassment. Wouldn't you think? Not going to use your company ever

I booked a one night stay at the Old Palace Lodge Hotel, Dunstable, Bedfordshire LU5 4RT, through Hotels.com on the 11 June 2019 at one price, £108.01, pre-paid but fully refundable under the terms of the booking prior to the stay, and also subject to the company's own price guarantee. While I did use the booking, at check-out the hotel in question gave me an invoice for just £96.26, adding that was the price I should have been charged. When I raised the discrepancy with Hotels.com directly today (8 July @11:50am BST), I was dealt with by an extremely rude Agent and Manager (known as Nadia A), who refused to provide a refund to my credit card for the difference. The call was timed @11:50 (call made to telephone number [protected]) and Nadia was not only very unhelpful, but also very patronising and refused to provide any information on the complaints, disputes or escalation procedures that Hotels.com operates. She offered no credible explanation for the discrepancy, and while she did offer to provide a 'credit' to my Hotels.com profile, as it is very unlikely that I would ever use their service again, this was a hollow gesture, so request again a refund of the difference (£15.75) direct to my original credit card used for the booking and an apology for the extremely poor customer service provided by the Agent and Nadia A to resolve this matter.

Hotels.com offered to download iphone/ipad app, and at the check out they offered 5% discount, which was $9.00 and this would void the collect night. This is a scam. Who would take $9.00 and lose a reward night being collected? I reached out to customer service, they agreed this is not worth it, but this is a policy, and they cannot do anything. I requested my message to be sent to management, the CS said they do not have access to management. I paid $500 for 2 nights, and the discount was $10 using ipad apps, and I did not get my reward night being collected. As management of hotels.com, would you take $9.00 discount and lose a collect night? Ask yourself. This is not a honest business practice. This is a scam.

I booked adaçayı hotel in bozcaada turkey for 4 nights in july. After 2 weeks ı had to change my plans and cancelled it. It has now been over a month! Almost 40 days now! I still have no refund! Many times ı called, e mailed ! Sent my bank account details for the past month! Still nothing!

Never ever again with you! Never wth hotels.com again!

[protected] is my reservation number!

I'm writing everywhere! This company has been using my money! I cannot pay my bills because of you! Shame shame shame on you!

Never ever again!

İpek Saltoğlu
İstanbul
Turkey

I had a reservation that I completed a month ago. Yesterday on the 4th of July this reservation was canceled, points were removed and I was sent an email. I have a reservation today and I only discovered the deleted past reservations by char king on today's. I called customer service and after customer service called the hotel from the post reservation and confirming the amount did they replace the deleted points. I find it disturbing that it took me calling to get this done when all they had to do was call the hotel and confirm my stay before deleting my points. It seems as if this company is determined to NOT honor their responsibilities with no remorse. Once I get enough nights to get a free one, I will no longer use this service. My trust has been shaken.

I received a refund of £40 and £36 seperately from Hotels.com which was in line with the hotels refund of 50% in Berlin.
I tried using the codes and would not work, I complained through their complaints channel many many times over the 12 months, I tried again and I received a reply! However it was to tell me I was out of the 12 months!
I complained to resolver and all Hotels.com does is reply to stall the resolution and is an insult to receive a reply stating either they are looking into it (and then don't) or a list of phone numbers that I already called and didnt get through! I am so upset and disgusted and would like them to redeem itself, all this was for £76 in total. and compensation for all the upset and time trying to resolve this!